Quantum Newsprint hosted by Bill Sjoblom

Bridging the Staff - Field Gap

A few weeks ago some folks were in the office for the New DM workshop. We got some good input from them to help us better understand the Staff - Field gap. Here is what we heard:

You like field visits from staff. But we don't do a good job of follow up after the visit. You want to know what we observed, you want to get feedback from us on what might need to be improved or changed. I also heard that whenever we pick up a QIC and count (even if we are painfully slow) you feel like we can better understand the challenges of your work.

Changing our structure often is confusing. Some of the new DM's in the workshop told us that at times they did not know who to call for help. They might not even be sure about who their Director of Operations was. We will try to communicate better when we make changes. If we don't, please call the office if you are not sure who to call and they will either answer your question or direct you to the right person.

When you are in the office for training you want to meet everyone. This one seems pretty easy to fix. It seems like a "no brain-er" that we should introduce everyone in the office to you.

Coaches and mentors can be very helpful to your development. If you would like to establish a mentoring relationship with a staff member or peer, contact Rachell Bernhardt at rbernhardt@quantum-services.com.

I am very concerned about staff's responsiveness to your needs and questions. Please let me know if we disappoint you. You can email me at bsjoblom@quantum-services.com or call me on my cell - it's on Q-Net under under the employee information search.

I want to thank the New DM group for their input. What about the rest of you? What ideas do you have to help us understand the staff - field gap?

QS Advisory Boards

We have a problem. 

And I don't mean all of you reading this blog that get up every day and go out and provide the best service you can to our clients.  I am talking about staff here in the corporate office and our operations management. 

Our problem is that we have not been working hard enough or smart enough to understand your world and that has created a "staff - field gap".  Because of this gap, we don't serve you and support you as well as we would like. 

I know what you are thinking, "this is no surprise to us!"

Well, we are committed to closing this gap.  We will be doing a lot of different things such as more formal and informal surveys to get your input, meetings such as the one we will be having in April and of course practicing our listening skills (it's hard to break old habits!).  

We would also like to create two Advisory Boards, one comprised of Independent DM's and one for Audit Supervisors.  You will hear more about this process at your meeting in April and you will have the opportunity to apply for one of the positions.  However, even if you don't serve on one of these Advisory Boards, you will be asked to contribute to their work and recommendations.

Finally, we need your help.  We would like you to communicate with staff more often about things that don't make sense, obstacles that make your job more difficult and client concerns. 

QS Values and 2012 Field Goals Meeting

In April we will be meeting with every QS employee to talk about our values and goals.  We sort of modeled this event after Starbucks which in February 2008 closed all of its 7,100 locations for a three hour training.  At the time, the CEO of Starbucks, Howard Schultz stated "We believe that this is a bold demonstration of our commitment to our core and a reaffirmation of our coffee leadership."

They posted the following note on their doors when they closed:

“We’re taking time to perfect our espresso. Great espresso requires practice. That’s why we’re dedicating ourselves to honing our craft.”

I suspect that the training had less to do with actually making coffee and more about re-establishing their values and passion.

That's what I hope we are able to accomplish at our meetings in April.  As a company we have been through a lot of changes and challenges over the past couple of years.  Yes, we have changed in some ways.  But our core values have not changed.  And we still want to be the absolute best choice for convenience store audits.  Period. 

So I can't wait for these meetings to start.  I can't to talk with you and to get your input.  I am really looking forward to spending time with you and re-kindling our passion for audits and our clients!  Sounds strange maybe, but true.

See you soon!

A Pretty Exclusive Club

The final year end P&L's came out a couple of weeks ago.  I took a quick glance with only one measure in mind.  Which division's financial results were better in 2011 compared to 2010? 

It's a pretty exclusive club...one that we can all enthusiastically applaud.  Although I have listed the DM here, to get results like this requires a team effort.  The $ improvement is also listed:

• Riverside (Carmen)   +$  9,496
• Cleveland (Jamie)   +$  1,541
• Columbus (Dave)   +$  6,614
• Tupelo (Rob)   +$42,815
• Providence (Ryan)   +$  5,554
• Fredricksburg (George)   +$ 515
• Buffalo (Karla)   +$  7,210
• Miami (Valerie)   +$  4,075
• Bristol (Brandon)   +$24,005
• Toledo (Joe)   +$12,425
• Phoenix (Chris)   +$   7,745
• Brooklyn (Dimitri)   +$  2.396
• Dover (Pam)   +$  5,591
• Louisville (Doug)   +$ 9,339
• Albany (Ron)   +$ 11,618

Congratulations to all of these divisions and each person that worked and sacrificed to make these results possible!

A Perfect Feast?

That's the name at the top of the gift certificate that QS sent out to all employees last week.  Now I don't know if a certificate valid for a whole turkey or ham will guarantee a Perfect Feast for all QS people over the holidays, but I hope it helps. 

In recent years we have sent a holiday gift of Cheryl's cookies and the last couple of years we used the money we spent on those gifts to donate to food banks in communities where our folk live and work.  This year we recognize that many of our own people are struggling to make ends meet.  We hope that this token of our appreciation will help make your holidays just a little bit better.

I also want you to know that we sent one of these gift certificates to each of the long term QS people laid off by the 7-Eleven decision.  We miss each of you.  I think of you often and trust that you are successfully transitioning to new work.  I would love to hear from you...please stay in touch!

And if you feel richly blessed this holiday season and want to pass along this gift to others in need, I feel certain that most food banks would be happy to accept this certificate.

FAPBA?

We have a new type of audit called FAPBA.  The acronym stands for Financial Audit with Price Book Accuracy.  We are still working on a better name, but this type of an audit is a sort of blend of a financial (retail) audit and a scan audit.  

One of the things that has changed in the c-store industry is that pricing is becoming more and more complicated.  Many stores don't price all of their product.  In some chains, the price of beer, cigarettes, soft drinks and dairy products are different in almost every store.  It is becoming almost impossible to memorize all the prices and it is impractical to carry a scanner to look up prices.  

FAPBA involves scanning every item to make sure we get the price and department right, then we simply enter the quantity.  Our new software program then generates a retail comparative report just like a financial audit.  

This is a good solution for clients that are not ready to go to a full item level audit but still want price book accuracy.  We are using this program to audit Byrne Dairy in the Syracuse area and have been testing it for beer and other categories in Sprint in Mississippi.   

The ABC's of Leading in Tough Times

Someone put an article in my box last week "The ABC's of Leading in Tough Times" by Louise Thaxton.  Although it was written in September of 2008, it still applies today.  The first point the author makes is that you don't have to have a title for you to be a leader.  Anyone who is in a place of influence whether at work or home is a leader.

When tough times come, leaders are those people that intentionally look for ways to encourage, inspire and model excellence to others.  That's my job...but here at QS it's your job too! 

Ms. Thaxton goes on to give an example of leadership behavior for each letter of the alphabet.  Here are some of my favorites:

• (A) Attitude...is everything.  It's not what is happening at work or home that determines your destiny; it is how you handle what's happening that counts.
• (C) Courage is not the absence of fear.  Courage is a mindset that enables you to face hard times and press on by doing brave acts. 
• (G) Gratitude.  Are you truly thankful for your job, your co-workers, your family and friends?  A good way to begin each day is write down three things for which you are thankful.
• (L) Listen up!  One of the greatest character traits you can develop as a leader is your listening abilities.  Too many times, we don't listen when others speak.
• (R) Resourceful.  Not only should you be the one to whom others turn to with their problems and questions, you should have new and creative ideas.
• (Z) Zero in on your top goals and priorities.  It is called the power of focus and it is incredible. 

I want to be a better leader.  These ABC's are a pretty good road map for me.

I Am Thankful for Ted

Last week a new Audit Supervisor Development Class (ASDG) was in town for training.  I took a couple of hours and interviewed five people in the class.  I spent about twenty minutes with each of them and really enjoyed getting to know each of them.  I will introduce you to each of them in a blog real soon. 

But today is the day before Thanksgiving and I am thankful for Ted from Pensacola.  One of the questions I asked Ted was "Are there any policies at QS that just don't make any sense to you?"  Now most people might be reluctant to tell me the truth.  Not Ted...and I am so appreciative of his answer.  He said, "I don't understand why at QS we have to wait one year before we are eligible for holiday pay.  In most companies it is only ninety days." 

Well...to tell you the truth I didn't even know we had this policy.  I am sure it was decided more than 15 years ago when we first decided to offer holiday pay for hourly people.  We probably thought to ourselves, let's go slowly here, to start with let's just offer holiday pay to folks that have been with QS for a year.  Well, that policy no longer makes sense in today's world. 

So, we are changing it effective with this Thanksgiving.  If you have been employed by QS at least 90 days, you will be paid for the holiday tomorrow.  That includes Ted and 24 more QS people! 

Thanks again, Ted!  That was a great suggestion!

Happy Thanksgiving to each of you.

Hess and Chevron Sign Long Term Contracts

I am pleased to announce that QS has just reached agreement with Hess and Chevron to extend our service relationship for three more years.  We are honored that Hess and Chevron have recognized the value that each of you have been providing.  

We have serviced Hess for almost 25 years and Chevron for 12 years.  

Thanks to all of you that audit these two accounts!  Let's continue to provide the best service possible and always be on the look-out for ways to increase our value!

Healthy Ways Launches in 2012

I am pleased to announce that QS is working with Integrated Wellness Solutions to offer Healthy Ways, a program that offers incentives to make healthy lifestyle choices. The program is similar but more robust than what we offered this year. The program combines monthly reporting on healthy activities and biometric screening for:

• Tobacco use
• Cholesterol
• Blood pressure
• Glucose
• Body Fat

Over the course of the year, you will have the opportunity to earn up to 1719 points. You only need 1325 to quality for a $200 reward. Additionally, if you do not participate, your health insurance premiums will increase 15% the following year.

One study indicates that 58% of large employers are offering some type of incentive program like Healthy Ways. That's up from 49% just two years ago.

We believe it is so important encourage healthy behaviors. We also offer a wellness benefit - most routine screenings and preventative care is covered 100% with no deductible. Check out BAC's website for more details.

We will be offering a webinar on November 28 and December 13 at both 7 pm and 9:30 pm (EST) that will give you more details about Healthy Ways.