new members - iga coca-cola institute · pdf file42 | iga grocergram quarterly surani dias...

42 | IGA GROCERGRAM Quarterly

Surani Dias

Head of Albert A. Page InstituteCargills Ceylon PLC, Sri Lanka

Doug Haworth

director of loss preventionWoods Supermarket, Kansas and Missouri, USA

Chairmaine Nickson

Training Manager, Supermarket Career InstituteConsolidated Foods Ltd., St. Lucia, BVI

Nisha N. Patel

Co-ownerMt. Plymouth IGA Express, Florida, USA

Rick Stewart

Co-ownerSusanville 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.

TRAINING EXCELLENCE

New Members

of the Advisory Board BY PAULO GOELZER, PH.D.

IGA09Spring_IGAInst.indd 1 5/4/09 5:39:51 PMIGA Web Template.indd 44 5/13/09 4:01:31 PM


New Management & Leadership CoursesIn 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.

Updated CoursesIn 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 LookThe 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.

For more on the

IGA Coca-Cola

Institute, visit

www.igainstitute.com

“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.

Loraine Anglin Sherrie Palmer Lance Raven Jason Smith


2008 Top Students 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,

Reynolds set Bettis to the task of studying all available online

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.

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.

Top students, Gemma Remy (top) and Charlie Bettis

2008 Top Stores

Courses Store Location LDC

517 Super J Waterfront St. Lucia -

466 Susanville Supermarket Susanville, CA C & S Wholesale Grocers, Inc.

454 Central City Mall IGA Central City, NE Affiliated Foods Midwest - Norfolk

405 Super J Rodney Bay St. Lucia -

395 Super J Sunny Acres St. Lucia -

390 Glenrock Super Foods Glenrock, WY Affiliated Foods Midwest - Norfolk

382 Consolidated Foods Ltd. St. Lucia -

373 Quality Foods IGA Schofield, WI SUPERVALU INC. - Green Bay

315 Super J Rodney Heights St. Lucia -

246 J&J Foods #3 Gainsville, GA -

237 Super J Boulevard St. Lucia -

230 Kishman’s IGA Minerva, OH Laurel Grocery Co.

220 Casey’s IGA Hindman, KY Nash Finch Co.

179 Pierce’s Marketplace IGA West Baraboo, WI Affiliated Foods Midwest - Norfolk

163 Quality Foods Wisconsin Rapids, WI SUPERVALU INC. - Green Bay

154 Mt. Plymouth IGA Express Sorento, FL Ira Higdon Grocery Co.

149 Carlie C’s IGA #835 Goldsboro, NC Merchants Distributors, Inc.

149 Shaker’s IGA Marketplace Olmstead, OH SUPERVALU INC. - Xenia

146 Real Value Supermarket Grenada -



SPRING 2009 | 47

Translations/Multi-Language InitiativeThe 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.

2008 Top Employees

Courses Employee Store Location LDC

65 Gemma Remy Super J Sunny Acres St. Lucia -

63 Beth Olsen Glenrock Super Foods Glenrock, WY Affiliated Foods Midwest - Norfolk

62 Leslee Elliott Glenrock Super Foods Glenrock, WY Affiliated Foods Midwest - Norfolk

59 Charlie Bettis Rockville IGA Rockville, IN SUPERVALU INC. - Champaign

58 Desma James Super J Sunny Acres St. Lucia -

58 Samantha G. St. Catherine Super J Boulevard St. Lucia -

57 Joanie Helms Glenrock Super Foods Glenrock, WY Affiliated Foods Midwest - Norfolk

57 Chaundelle Lutton Glenrock Super Foods Glenrock, WY Affiliated Foods Midwest - Norfolk

57 Jamie Powell Glenrock Super Foods Glenrock, WY Affiliated Foods Midwest - Norfolk

56 Cathy Ann Phillip Real Value Supermarket Grenada -

56 Chris Kozlak Adams Hometown Market - Watertown, CT Bozutto’s, Inc.

56 Karen Blair Glenrock Super Foods Glenrock, WY Affiliated Foods Midwest - Norfolk

55 Gloria Joseph-Darius Super J Rodney Bay St. Lucia -

53 Walter Curtis Food World IGA - McDowell Nash Finch Co.

52 Hilea Alexander Consolidated Foods Ltd. St. Lucia -

51 Jeff Gibson Casey’s IGA Hindman, KY Nash Finch Co.

50 Ruth St. Romain Super J Waterfront St. Lucia -

50 Laurice Nielsen Mt. Plymouth IGA Express Sorento, FL Ira Higdon Grocery Co.

Russian

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Spanish

� s�Welcome to Web-Based Training (’09)� s�!SSISTANT�$ELI�-ANAGER�� s�"AKERY�#LERK�� s�#ASHIER�� s��#USTOMER�3ERVICE�AND�

Professionalism I (’09)

Mandarin

� s�Five Star Assessment Program Tutorial� s�"AKERY�#LERK� s�#ASHIER� s�#ATEGORY�-ANAGEMENT� s�#OURTESY�#LERK� s�#USTOMER�3ERVICE�AND�0ROFESSIONALISM� s�&OOD�2ETAILING�4ODAY� s�&ROZEN�&OODS�AND�$AIRY�#LERK

s��#USTOMER�3ERVICE�AND� Professionalism II (’09)s�$ELI�#LERK��s�&OOD�3AFETY�AND�3ANITATION�"ASICS��s�&ROZEN�&OODS�AND�$AIRY�#LERK��s�'ROCERY�3TOCKER��s�3EXUAL�(ARASSMENT��

s�'ROCERY�3TOCKERs�)NTRODUCTION�TO�&OOD�AND�(EALTHs�,OSS�0REVENTIONs�-EAT�!PPRENTICE� �!N�)NTRODUCTION��s�0RODUCE�#LERKs�0ROMOTIONS�AND�-ERCHANDISINGs�7ELCOME�TO�7EB "ASED�4RAININGs��7ELCOME�TO�7EB "ASED�4RAINING�

for Managers



INSTITUTE INSIGHTS

We at the IGA Coca-Cola Institute want to be your partner, to embrace and harvest the full benefits of training and development.

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:

s�Stay competitive

s�Increase productivity

s�Reduce shrink

s�Improve customer service

s��Maintain quality during times of change

s�Enhance company culture

s�Increase retention

s�Improve communications

s�Build work teams

s�Build 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:

��1R�VXSSRUW�IURP�WKH�WRS��: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.

�/DFN�RI�DOLJQPHQW�ZLWK�VWRUH�JRDOV��

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.

��)ROORZ�XS��7KH�,*$�&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.

��%OHQGHG�OHDUQLQJ��,QVWUXFWLRQDO�

modalities include classroom, on-

the-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.

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


new members - iga coca-cola institute · pdf file42 | iga grocergram quarterly surani dias...

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