Replacements, Ltd.<br />Greensboro, North Carolina<br />Employer Experience<br />Jeanine M. Falcon, Ed.S, SPHR<br />Vice P...
Agenda<br /><ul><li>Who are we and what do we do?
Our Workplace Practices
Employee Involvement
Health and Wellness
Employee Growth and Development
Work-Life Balance
Employee Recognition
Benefits: to our Employees and Company
Lessons Learned</li></li></ul><li>Who are we and what do we do?<br />
Replacements, Ltd.<br />We create, honor, and preserve <br />traditions by connecting our<br />customers with their most c...
Replacements, Ltd.<br /><ul><li>Founded in the attic of his home by Bob Page in 1981 with one part-time employee
Grown into the world’s largest</li></ul>supplier of old and new china, <br />crystal, silver and collectibles<br /><ul><li...
13,353,974 pieces
$275,778,661 retail value
207,294 china patterns
46,750 crystal patterns
36,480 flatware patterns
9,017 collectible patterns
8,200 manufacturers
50,000 shelves
415,800 square feet
3 warehouses</li></li></ul><li>Warehouse and Inventory<br />All product is unboxed,<br />identified, inspected, imaged,<br...
Managing Inventory Database<br />…and <br />placed on <br />one of our<br />50,000<br /> shelves<br />
www.replacements.com<br />
Our Beautiful Showroom<br />
Replacements, Ltd. is Committed to:<br /><ul><li>Maintaining our position as a world leader in tableware
Achieving long-term business results that enable us to thrive
Providing an open, honest and rewarding workplace
Building meaningful relationships and delivering exceptional service
Improving our community by actively giving
Creating, preserving and sharing our knowledge</li></li></ul><li>What brought us here today?<br />Our Workplace Practices<...
Starts With Employee Involvement:<br /><ul><li>Employees are our partners
Set the tone at Orientation
Quarterly Employee Meetings
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Replacements, Ltd. - Psychologically Healthy Workplace Conference, Employer Experience Session

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Replacements, Ltd. demonstrates the real-world application of workplace practices that foster employee well-being and organizational performance in this "Employer Experience" session from the APA Practice Organization's 2009 Psychologically Healthy Workplace Conference. Presenter: Jeanine M. Falcon, Ed.S, SPHR, Vice President, Human Resources.

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Replacements, Ltd. - Psychologically Healthy Workplace Conference, Employer Experience Session

  1. 1. Replacements, Ltd.<br />Greensboro, North Carolina<br />Employer Experience<br />Jeanine M. Falcon, Ed.S, SPHR<br />Vice President, Human Resources<br />
  2. 2. Agenda<br /><ul><li>Who are we and what do we do?
  3. 3. Our Workplace Practices
  4. 4. Employee Involvement
  5. 5. Health and Wellness
  6. 6. Employee Growth and Development
  7. 7. Work-Life Balance
  8. 8. Employee Recognition
  9. 9. Benefits: to our Employees and Company
  10. 10. Lessons Learned</li></li></ul><li>Who are we and what do we do?<br />
  11. 11. Replacements, Ltd.<br />We create, honor, and preserve <br />traditions by connecting our<br />customers with their most cherished<br /> memories.<br />
  12. 12. Replacements, Ltd.<br /><ul><li>Founded in the attic of his home by Bob Page in 1981 with one part-time employee
  13. 13. Grown into the world’s largest</li></ul>supplier of old and new china, <br />crystal, silver and collectibles<br /><ul><li>Inventory of more than 13 million pieces from over </li></ul>300,000 patterns-- almost 10 million customers worldwide<br /><ul><li>Employs more than 540 associates with 2008 sales over $85M</li></li></ul><li>Replacements, Ltd.<br />Company Numbers<br /><ul><li>9,646,558 customers
  14. 14. 13,353,974 pieces
  15. 15. $275,778,661 retail value
  16. 16. 207,294 china patterns
  17. 17. 46,750 crystal patterns
  18. 18. 36,480 flatware patterns
  19. 19. 9,017 collectible patterns
  20. 20. 8,200 manufacturers
  21. 21. 50,000 shelves
  22. 22. 415,800 square feet
  23. 23. 3 warehouses</li></li></ul><li>Warehouse and Inventory<br />All product is unboxed,<br />identified, inspected, imaged,<br />prepped for shelving…<br />
  24. 24. Managing Inventory Database<br />…and <br />placed on <br />one of our<br />50,000<br /> shelves<br />
  25. 25. www.replacements.com<br />
  26. 26. Our Beautiful Showroom<br />
  27. 27. Replacements, Ltd. is Committed to:<br /><ul><li>Maintaining our position as a world leader in tableware
  28. 28. Achieving long-term business results that enable us to thrive
  29. 29. Providing an open, honest and rewarding workplace
  30. 30. Building meaningful relationships and delivering exceptional service
  31. 31. Improving our community by actively giving
  32. 32. Creating, preserving and sharing our knowledge</li></li></ul><li>What brought us here today?<br />Our Workplace Practices<br />
  33. 33. Starts With Employee Involvement:<br /><ul><li>Employees are our partners
  34. 34. Set the tone at Orientation
  35. 35. Quarterly Employee Meetings
  36. 36. Chairman and President’s Roundtable
  37. 37. Benefits Manager Meetings
  38. 38. Continuous Improvement Suggestion Program
  39. 39. Employee Opinion Surveys
  40. 40. Employee Councils</li></ul>Wellness Council<br />Community Affairs Council<br />Safety Council<br />Diversity Council<br />
  41. 41. Employee Growth and Development<br /><ul><li>Replacements Ltd Corporate University (RLCU)
  42. 42. Over 80 Courses
  43. 43. 4 Tracks (Personal Growth, Technical, Product and Managerial)</li></ul>Personal Development:<br /><ul><li>Stress Management
  44. 44. Managing Change
  45. 45. Dealing with Grief
  46. 46. Parenting
  47. 47. Emotional Intelligence
  48. 48. Diversity Training
  49. 49. 4 Chambers of the Heart Leadership Model*</li></ul>Product Development:<br /><ul><li>China, Crystal, Silver, Etc</li></li></ul><li>Employee Growth and Development Continued:<br /><ul><li>Technical Development:
  50. 50. MS Word, Excel, Outlook, PowerPoint
  51. 51. Leadership Development:
  52. 52. Time Management
  53. 53. Respectful Confrontation*
  54. 54. Respectful Communication*
  55. 55. Intention, Behavior, Results Model*
  56. 56. HILS Training (Helping Individuals Lead)
  57. 57. Executive Coaching
  58. 58. Other
  59. 59. Tuitions Reimbursement
  60. 60. Executive Coaching
  61. 61. Leadership Development </li></li></ul><li>Work Life - Balance<br /><ul><li>Policies and Practices that support Work/Life Balance
  62. 62. Parent Education Leave
  63. 63. Schedule Adjustments
  64. 64. Flexible and Remote Scheduling
  65. 65. Generous Leave Time Policy and Attendance Policies
  66. 66. Leave of Absence
  67. 67. Pets in the Workplace
  68. 68. On-Site Counselor (free to employees)
  69. 69. On-Site Chair Massage (.50 a minute)</li></li></ul><li>Specific Practice: On Site Counselor<br /><ul><li>Began in 1998 as part-time, now full time
  70. 70. Certified Psychotherapist
  71. 71. 90+ employees participate (17%)
  72. 72. Average EAP sees 2-3%
  73. 73. Significance for the LGBT community</li></li></ul><li>Additionally…<br /><ul><li>We know that Depression and associated mood disorders are now the 2nd most common diagnosis in America as well as the 2nd most frequent cause of absenteeism in the workplace.
  74. 74. Lack of treatment is related to three key factors: </li></ul>the average person can not afford long-term outpatient psychotherapy<br />there is significant inconvenience in making long-term outpatient trips to a clinic<br />there is significant stigma associated to confiding in a perfect stranger regarding our most personal life challenges. <br />
  75. 75. Specific Practice: Pets in the Workplace<br />
  76. 76. Health, Wellness and Safety:<br /><ul><li>Follow best practices and ask your employees
  77. 77. Make sure your policies incent desired results
  78. 78. Make it fun! Safety Theme Contest 2008:</li></ul>“The most fragile thing at Replacements is not our inventory. It’s our employees!” <br /><ul><li>Make sure your policies incentivize the desired results
  79. 79. Employee Sponsored Councils:
  80. 80. Wellness Council
  81. 81. Safety Council
  82. 82. Community Affairs Council</li></li></ul><li>Specific Practice: On Site Occupational Health Nurse<br /><ul><li>Began in 2002 as a result of trends
  83. 83. Advises Wellness Committee
  84. 84. Wellness Fair
  85. 85. Health Risk Assessments
  86. 86. Morale Booster
  87. 87. Re-energized Safety and Training Efforts
  88. 88. Conducts Trainings
  89. 89. CPR
  90. 90. First Aid
  91. 91. Code Red Program
  92. 92. Exercise and Ergo Programs</li></li></ul><li>Recognition<br /><ul><li>Employee of the Month
  93. 93. Employee of the Year
  94. 94. Healthy Living Certificates
  95. 95. Departmental and Company wide luncheons
  96. 96. Newsletter
  97. 97. Departmental Trophies
  98. 98. Personal Thank You notes and emails from the CEO and President
  99. 99. Community involvement and friendly competitions
  100. 100. Canned at Christmas
  101. 101. Novembears
  102. 102. Prom Dress Donation
  103. 103. Winter Walk for AIDS
  104. 104. Angel Tree</li></li></ul><li>
  105. 105. Specific Practice: Diversity in the Workplace<br /><ul><li>Owner “gets it” and leads by example
  106. 106. Policies that reflect our Diversity Philosophy
  107. 107. Zero-Tolerance
  108. 108. Starts at the top
  109. 109. Clear and active zero tolerance polices
  110. 110. Interviews and orientation talk about our diversity
  111. 111. ESL and translated communications
  112. 112. Executive position devoted to Community Affairs
  113. 113. Family friendly, recognizing family means many things
  114. 114. Recognizing the Diversity means many things</li></li></ul><li>Replacements, Ltd.<br />Our diversity<br /><ul><li>Sexual orientation
  115. 115. All races and mixed race relationships
  116. 116. Transgender
  117. 117. Age
  118. 118. Education
  119. 119. Bring your pets to work
  120. 120. Nationalities
  121. 121. First Shift and Second Shift!</li></li></ul><li>
  122. 122. Replacements, Ltd.<br />Our associates represent more countries than states<br />Bosnia & Herzegovina<br />Brazil<br />Bulgaria<br />Canada<br />China<br />Colombia<br />Croatia<br />Cuba<br />Denmark<br />Ecuador<br />England<br />France<br />Ghana<br />India<br />Japan<br />Laos<br />Liberia<br />Mali<br />Mexico<br />Montenegro<br />Peru<br />Philippines<br />Russia<br />Serbia<br />South Korea<br />Ukraine<br />United States<br />
  123. 123. Policies That Support Replacements, Ltd. Workplace Values<br />Domestic partner benefits EAP<br />Adoption assistance ESL<br />Gastric by-pass assistance Long term insurance<br />Sex reassignment surgery Pet insurance<br />Infertility treatments Short/long term disability<br />Full-time company nurse Medical insurance<br />Full-time counselor Employee recognition <br />Bereavement policy Life event recognition<br />Flexible scheduling Corporate University <br />Bring your pets to work Lactation/meditation room<br />Financial assistance policy Wellness fairs<br />401(k) Flexible spending accounts<br />Education Assistance Plan Paid holidays/vacation<br />Tuition reimbursement College savings plan<br />Employee discount<br />
  124. 124. Benefits to Employees?<br /><ul><li>Improved Morale
  125. 125. Increased Camaraderie
  126. 126. Better psychological and physical health
  127. 127. Greater knowledge
  128. 128. Increased motivation
  129. 129. Extended Family
  130. 130. Easy Access to Physical and Mental Health Professionals
  131. 131. Training and Development Opportunities
  132. 132. Promoted from within
  133. 133. Longevity in career path</li></li></ul><li>Benefits to Replacements, Ltd.<br /> The Business Case:<br /><ul><li>2003-2004 Mod Rate was . 92 ($67,000)
  134. 134. 2005-2006 Mod Rate was .86 ($121,238)
  135. 135. 2007-2008 Mod Rate was .80 ($184,000)</li></li></ul><li>Benefits to Replacements, Ltd.<br /><ul><li>First and foremost…It’s the right thing to do!
  136. 136. Decreased Experience Mod Rate
  137. 137. Decelerated Benefits Costs
  138. 138. Health Care
  139. 139. Insurance
  140. 140. Workers Comp Premiums
  141. 141. Low turnover
  142. 142. High Tenure
  143. 143. Low turnover – 11%
  144. 144. High Tenure – 8.5 years
  145. 145. Saved lives – including our CEO!
  146. 146. Happy Accident…the awards and Press!</li></li></ul><li>Awards and Press!<br /><ul><li>Carolina Parent Magazine – NC Family Friendly 40 (10 years in a row)
  147. 147. Business Journal Health Care Heroes Award 2006
  148. 148. NC SHRM Best Human Resources Practice Award 2007
  149. 149. Business Journal – Top 10 Best Place to Work Award 2007
  150. 150. News and Record Extraordinary Nurse Award – Carol Harris 2007
  151. 151. NC Worker’s Comp Forum Program Presenter, 2008
  152. 152. National Occupational Health Conference Presenter (Utah), 2008
  153. 153. USA Today, February 25, 2009</li></li></ul><li>
  154. 154. And the Press….<br />
  155. 155. Questions!<br />

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