'Employees First, Customers Second': Wegmans' Work Culture
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Case Details:
Case Code : HROB095
Case Length : 13 Pages
Period : 1916-2007
Pub Date : 2007
Teaching Note :Not Available
Organization : Wegmans Food Markets Inc.
Industry : Retail
Countries : The US
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“No matter what we have invested in our people, we've
gotten more in return. I have always believed that our path to great customer
service began with that investment. That philosophy has proven itself many times
over.”
- Robert Wegman, former Chairman of Wegmans, in 2006.1
“As a business strategy, when you invest in people, they
want to make a difference in the work they do. Our employees have a higher sense
of purpose.”
- Gerard Q. Pierce, Senior Vice President of Human Resources
at Wegmans, in 2006.2
“I feel as though it's my second family.”
- A Wegmans employee, in 1998.3
An Employee-Friendly Company
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In January 2007, Wegmans Food Markets Inc. (Wegmans), a major grocery retail
chain based in the US, featured at the #3 spot on the annual list of the 100
Best Companies to Work For in the US, published by Fortune, a prominent business
magazine, in association with the Great Place to Work Institute4.
Wegmans also had the unique distinction of being one of the few companies to
have featured on this list every year since Fortune began publishing it in 1998
(Refer to Exhibit I for Wegmans'rankings from 1998). In 2007, although Wegmans
was ranked behind Google Inc. and Genentech Inc.,5
it still retained its position as the best retail employer in the US.
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Wegmans had one the best employee retention rates among retail companies in
the US, particularly among grocery stores.
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The company's attrition rate of seven percent for
full-time workers6 was
considerably lower than the grocery industry average of around 20
percent, in the early 2000s.
Voluntary attrition among part-time workers, at around 28 percent,
was also considerably lower than the industry average, which was
estimated to be 79 percent.7
According to Fortune, the primary factors that made Wegmans popular
with employees were its high pay and generous benefits. The company
was also known for its strong work culture, which served to create a
high level of employee engagement. |
'Employees First, Customers Second': Wegmans' Work Culture
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