National Retailer

Business Case

Corporate leadership initiated the development of a diversity management initiative to be linked to the company’s mission, vision and core values. Some divisions had experienced class-action discrimination lawsuits in the past and the organization desired to get ahead of these issues, rather than continuously playing catch-up. In one of the hardest hit divisions, the group faced a union work stoppage and lock-out.

Approach
Started at the top of the organization, providing corporate leaders with conceptual clarity and a common diversity management framework
Developed a diversity management infrastructure, (Leadership Council) and formed working councils and affinity/networking groups for under-represented, under-leveraged work groups
 Developed a consistent metrics template for each division to gauge their individual efforts against the whole organization on their quarterly business reviews
Provided just-in-time education and training and practice sessions, at division and store levels, on the application of a process for holding difficult conversations when locked-out employees returned to work.
Provided skill development training for the hourly worker through eLearning.

Strategies
Conducted an organizational assessment in a representational division, utilizing the results to develop organization-wide diversity strategy and plans
Provided education and training for all store managers and division leaders
 Conducted a pilot application project using the Store Council in one region to apply the strategic diversity management process to a store turn-around project
Provided just-in-time application/practice sessions (union/labor issues, manager/employee differences)
Developed diversity curriculum across all levels of the organization
Provided eLearning option to provide onsite training.

Outcomes
As a result of the practice sessions, Managers were prepared for the return to work issues and reported a significantly easier transition than they had anticipated. Their revenue levels returned to normal three weeks before they were anticipated to do so
Consistent framework (Strategic Diversity Management Process™) used throughout the organization to manage diversity challenges by business unit
Monthly communications – developed a “best in class” newsletter deployed across the corporation, tying diversity to business, updates on progress/activities, corporate calendar, events and holiday observances
Training of all store directors in diversity management application and goal setting
 Online learning module for front-line workers
Program was adopted by and offered through their Corporate University
Diversity integrated into values, training and corporate communications
Diversity competencies built into performance reviews.