New Members - IGA Coca

TRAINING EXCELLENCE
Surani Dias
Head of Albert A. Page Institute
Cargills Ceylon PLC, Sri Lanka
New Members
of the Advisory Board
BY PAULO GOELZER, PH.D.
Doug Haworth
director of loss prevention
Woods Supermarket,
Kansas and Missouri, USA
Chairmaine Nickson
Training Manager,
Supermarket Career Institute
Consolidated Foods Ltd.,
St. Lucia, BVI
Nisha N. Patel
Co-owner
Mt. Plymouth IGA Express,
Florida, USA
Rick Stewart
Co-owner
Susanville Supermarket IGA,
California, USA
In January 2009, the IGA Institute
welcomed five new members to the
Advisory Board. These new members
represent just a slice of the Institute’s
diverse frequent users; they belong
to single and multiple store groups,
can be found in rural and urban areas
and are located both in the U.S. and
internationally. The Advisory Board
contributes a valuable perspective to
the direction and work plan of the
Institute’s worldwide community.
The new members are:
Surani Dias has 25 years of experience
in research, engineering, finance,
human resource development and
consultancy. She served as the director
of the University Industry Interaction
Cell at the University of Moratuwa.
Dias has contributed extensively to
community development, including
reconstruction programs, research
studies and the Rathmalana Housing
Project for Tsunami Affected
People. She holds a master of
business administration with a
merit award from the University
of Sri Jayawardenapura.
Doug Haworth has over 20 years
of operational experience in the
grocery business. He has been with
Woods Supermarkets for nine years
and is currently the Director of Loss
Prevention. Woods Supermarkets
is a family-owned business that
has eight supermarkets and two
convenience stores operating in
Missouri and Kansas.
Chairmaine Nickson brings
13 years of teaching experience
to Consolidated Foods Ltd. (CFL)
in St. Lucia. Nickson joined the
company in 2006 and, as training
manager, oversees the operations of
CFL’s Supermarket Career Institute.
Nickson was an IGA Top Student in
2007. She holds an associate degree
in teacher education and educational
administration, a bachelor of arts in
literatures of English and is presently
pursuing an MBA.
At Mt. Plymouth IGA, Nisha N.
Patel juggles many responsibilities,
managing human resources, training,
marketing, advertising, promotions,
pricing and customer relations. Her
background is in the travel industry.
She earned a degree in business
finance, travel and tourism and
worked for Thomas Cook Travel,
Lunn Poly Travel and British Airways.
Rick Stewart grew up in the
grocery business. He worked as a
courtesy clerk in high school, and
after serving in the U.S. Navy, put
himself through college by working at
the same store. Now 15 years later,
he is the recipient of the IGA USA
International Retailer of the Year
for 2009. Stewart sponsors many
community organizations and events
and is involved in countless civic
groups and commissions.
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New Management & Leadership Courses
In accordance with our development plan, the IGA Coca-Cola Institute recently
launched five new courses. This new training series is based on retail studies
specific to the supermarket industry and directed towards managers, supervisors
and advanced learners. The five new courses are: Management Best Practices,
Shopping Occasions, Turnover and Retention, The Future of Food and Health and
Managing People. These conceptual courses will address the strategic issues of
food retailing and will further implement study by allowing learners access to the
research papers that generated each course.
For more on the
IGA Coca-Cola
Institute, visit
www.igainstitute.com
Updated Courses
In a continuous effort to improve the quality of our Web-based courses, the
IGA Coca-Cola Institute has carefully reviewed Welcome to Web-Based Training
and Assistant Bakery Manager. The content of these courses has been updated,
interactions have been added and a more user-friendly format has been created.
The improvement of these courses does not start or end here; courses are
constantly reviewed and evaluated by all participants of the IGA system.
Courses’ New Look
The IGA Coca-Cola Institute’s online course catalog has gotten a face lift. In an
effort to streamline the Web site and promote brand consistency, the look and feel of
the Institute’s main site, www.igainstitute.com, has been extended into the online
course catalog. The new appearance can be found in all of the Institute’s most recent
course offerings, and all courses will be updated in the coming months.
Loraine Anglin
Sherrie Palmer
Lance Raven
Jason Smith
“My Tips” Winners!
The IGA Coca-Cola Institute is thrilled to announce the winners for 2009’s first “My Tips” drawing. The drawing is
simple: Every quarter, the Institute randomly recognizes four people who have identified a possible need for improvement
in the Institute’s online classes. The winners are awarded $100 in IGA VISA gift cards.
This quarter’s winners are Loraine Anglin of J&J Foods #3 in Gainesville, GA; Sherrie Palmer of Adams Hometown Markets
in Cheshire, CT; Lance Raven of Woods Supermarket in Nevada, MO; and Jason Smith of Dyers IGA in Wamego, KS.
Thank you Loraine, Sherrie, Lance, Jason and all the other contributors who shared their input. As always, keep the
tips coming.
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2008 Top Students
New Editor
The IGA Coca-Cola
Institute recognizes a
need for accuracy, style
consistency and proper
grammar usage in all of its
e-learning and marketing
material. For this reason,
the Institute has secured
the editorial experience
of Laura Hawbaker. As
the Institute’s Editor/
Proofreader, she will work
with subject matter experts
to develop material for
training manuals, website
content, marketing pieces
and newsletter copy. She
has already updated several
online courses, such as
Welcome to Web-Based
Training, Assistant Bakery
Manager and Introduction to
Food and Health. Hawbaker
brings a journalism
background to the IGA
team, having written or
served as an editorial
assistant for the Chicago
Tribune, the Chicago
Sun-Times, Time Out
Chicago and Newcity
Magazine. She has written
and edited training materials
for the Chicago Center for
Family Health, a non-profit
affiliate of the University
of Chicago. Hawbaker
holds a Bachelor of Arts
degree in fiction writing
from Columbia College
Chicago. Her writing has
appeared in many diverse
publications, and she is the
recipient of a 2007
Columbia Scholastic Press
Gold Crown Award.
Gemma Remy, a deli associate at Super J Sunny Acres in St. Lucia,
is the IGA Coca-Cola Institute’s Top Student for the year of 2008.
“It is not right to work in an industry and be unaware of
its operations,” says Remy, who initially took the Institute’s
online classes as a required part of her training, then decided
to pursue further coursework on her own. “I was curious about
what was happening in the other departments, and this was a
way to find out.”
Remy completed 65 courses; she found the Food Safety and
Sanitation class to be one of the most beneficial. “It was interesting
to learn about the diseases caused by improperly handling foods,”
she says. “I am more alert now about cross-contamination.”
Another top student from 2008 is Charlie Bettis, an assistant
store manager at Rockville IGA in Indiana. Bettis completed
59 online courses in just three months at the behest of Gerald
Reynolds, the director of retail operations for Kirby Foods.
Last October, Reynolds attended the Institute’s International
Supermarket Management Class in Atlanta, Ga. Upon his return,
Top students, Gemma Remy
Reynolds set Bettis to the task of studying all available online
(top) and Charlie Bettis
material and delegating which courses his employees should enroll in.
Bettis found one tip from the Institute’s material particularly helpful. “Acknowledge
every customer…say ‘hi’ or smile. We try to push that,” he says. “A smile keeps
customers coming back. I’m hoping the courses will help our employees start smiling
and greeting customers more.”
Rounding out the top five students of 2008 were Beth Olsen and Leslee Elliot from Glenrock
Super Foods in Wyoming, and Desma James, also from Super J Sunny Acres in St. Lucia.
2008 Top Stores
Courses
517
466
454
405
395
390
382
373
315
246
237
230
220
179
163
154
149
149
146
Store
Super J Waterfront
Susanville Supermarket
Central City Mall IGA
Super J Rodney Bay
Super J Sunny Acres
Glenrock Super Foods
Consolidated Foods Ltd.
Quality Foods IGA
Super J Rodney Heights
J&J Foods #3
Super J Boulevard
Kishman’s IGA
Casey’s IGA
Pierce’s Marketplace IGA
Quality Foods
Mt. Plymouth IGA Express
Carlie C’s IGA #835
Shaker’s IGA Marketplace
Real Value Supermarket
Location
St. Lucia
Susanville, CA
Central City, NE
St. Lucia
St. Lucia
Glenrock, WY
St. Lucia
Schofield, WI
St. Lucia
Gainsville, GA
St. Lucia
Minerva, OH
Hindman, KY
West Baraboo, WI
Wisconsin Rapids, WI
Sorento, FL
Goldsboro, NC
Olmstead, OH
Grenada
LDC
C & S Wholesale Grocers, Inc.
Affiliated Foods Midwest - Norfolk
Affiliated Foods Midwest - Norfolk
SUPERVALU INC. - Green Bay
Laurel Grocery Co.
Nash Finch Co.
Affiliated Foods Midwest - Norfolk
SUPERVALU INC. - Green Bay
Ira Higdon Grocery Co.
Merchants Distributors, Inc.
SUPERVALU INC. - Xenia
-
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2008 Top Employees
Courses
65
63
62
59
58
58
57
57
57
56
56
56
55
53
52
51
50
50
Employee
Gemma Remy
Beth Olsen
Leslee Elliott
Charlie Bettis
Desma James
Samantha G.
St. Catherine
Joanie Helms
Chaundelle Lutton
Jamie Powell
Cathy Ann Phillip
Chris Kozlak
Karen Blair
Gloria Joseph-Darius
Walter Curtis
Hilea Alexander
Jeff Gibson
Ruth St. Romain
Laurice Nielsen
Store
Super J Sunny Acres
Glenrock Super Foods
Glenrock Super Foods
Rockville IGA
Super J Sunny Acres
Location
St. Lucia
Glenrock, WY
Glenrock, WY
Rockville, IN
St. Lucia
LDC
Affiliated Foods Midwest - Norfolk
Affiliated Foods Midwest - Norfolk
SUPERVALU INC. - Champaign
-
Super J Boulevard
Glenrock Super Foods
Glenrock Super Foods
Glenrock Super Foods
Real Value Supermarket
Adams Hometown Market Glenrock Super Foods
Super J Rodney Bay
Food World IGA Consolidated Foods Ltd.
Casey’s IGA
Super J Waterfront
Mt. Plymouth IGA Express
St. Lucia
Glenrock, WY
Glenrock, WY
Glenrock, WY
Grenada
Watertown, CT
Glenrock, WY
St. Lucia
McDowell
St. Lucia
Hindman, KY
St. Lucia
Sorento, FL
Affiliated Foods Midwest Affiliated Foods Midwest Affiliated Foods Midwest Bozutto’s, Inc.
Affiliated Foods Midwest Nash Finch Co.
Nash Finch Co.
Ira Higdon Grocery Co.
Norfolk
Norfolk
Norfolk
Norfolk
Translations/Multi-Language Initiative
The IGA Coca-Cola Institute serves a diverse, worldwide community.
The Institute is committed to translation projects, which gathered strength
in 2008 and are continuing in 2009. Below is a list of courses that are or will
be available in Spanish, Mandarin and Russian.
Spanish
sWelcome to Web-Based Training (’09)
s!SSISTANT$ELI-ANAGER
s"AKERY#LERK
s#ASHIER
s#USTOMER3ERVICEAND
Professionalism I (’09)
s#USTOMER3ERVICEAND
Professionalism II (’09)
s$ELI#LERK
s&OOD3AFETYAND3ANITATION"ASICS
s&ROZEN&OODSAND$AIRY#LERK
s'ROCERY3TOCKER
s3EXUAL(ARASSMENT
Mandarin
sFive Star Assessment Program Tutorial
s"AKERY#LERK
s#ASHIER
s#ATEGORY-ANAGEMENT
s#OURTESY#LERK
s#USTOMER3ERVICEAND0ROFESSIONALISM
s&OOD2ETAILING4ODAY
s&ROZEN&OODSAND$AIRY#LERK
s'ROCERY3TOCKER
s)NTRODUCTIONTO&OODAND(EALTH
s,OSS0REVENTION
s-EAT!PPRENTICE!N)NTRODUCTION
s0RODUCE#LERK
s0ROMOTIONSAND-ERCHANDISING
s7ELCOMETO7EB"ASED4RAINING
s7ELCOMETO7EB"ASED4RAINING
for Managers
Russian
s,AUNCHINGOFTHE)NSTITUTES7EBSITEIN2USSIAN’09)
s7ELCOMETO7EB"ASED4RAINING
s#USTOMER3ERVICEAND0ROFESSIONALISM)
SPRING 2009
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INSTITUTE INSIGHTS
Why Training?
by
Paulo Goelzer,
Ph.D.
“If you always
do what you’ve
always done,
you’ll always
get what you’ve
always got.”
—Susan Jeffries
Traditionally, the reason for training
was to ensure that associates effectively
accomplished their jobs. However, today
that purpose has expanded. Success
in business means providing quality
products and great customer service at
a good price. It means keeping up with
rapid changes in technology, attending
to consumers’ needs and staying ahead
of the competition. To do this, you need
a skilled staff whose jobs require making
judgments, taking creative action,
handling oversights and understanding
business priorities. This means your
associates need quality training.
Alvin Toffler, the famous futurist,
stated, “The illiterate of the 21st century
will not be those who cannot read and
write, but those who cannot learn,
unlearn and relearn.” Everyone needs to
improve their skills—whether he or she
is a young person just starting out or an
associate with many years of experience.
Offering training in your store
demonstrates an interest in the people
who work there. It shows you want them
to grow and are willing to prove it by
cultivating bankable skills.
Training helps you:
sStay competitive
sIncrease productivity
sReduce shrink
sImprove customer service
sMaintain quality during times of change
sEnhance company culture
sIncrease retention
sImprove communications
sBuild work teams
sBuild leadership
Additionally, your organization needs
to comply with government regulations.
Recent court decisions, federal guidelines
and state regulations make it essential
that you train employees on certain laws.
Simply hanging up a sign that says
the IGA Coca-Cola Institute is available
will not guarantee success. Oftentimes,
training does not produce the desired
results for the following reasons:
1RVXSSRUWIURPWKHWRS:LWKRXW
commitment from senior management,
training will be nothing more than a
pretense. All levels of the company must
understand that training is a process and
not a single lesson.
/DFNRIDOLJQPHQWZLWKVWRUHJRDOV
Often training has no connection to
the store’s mission. Much like popular
diets, people become excited, try it and
soon quit. Once training priorities have
been established, you must stick to
them. Communicate clear expectations
to your employees.
)ROORZXS7KH,*$&ROD&ROD
Institute offers reports on what courses
were completed when and by whom,
so you can actively manage your
store’s training process. Are your
employees accountable for putting the
lessons they have learned into practice?
Plan time with employees before and
after training to answer any questions
they might have.
%OHQGHGOHDUQLQJ,QVWUXFWLRQDO
modalities include classroom, onthe-job training, mentoring and
online coursework. “The magic is
in the mix.” By combining different
modalities, training becomes 30
percent more efficient.
Dr. Paulo Goelzer, CEO of the IGA
Coca-Cola Institute, is a regular contributor
to the magazine and also a member of the
IGA Grocergram Quarterly editorial board.
We at the IGA Coca-Cola Institute want to be your partner, to embrace
and harvest the full benefits of training and development.
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