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President’s Message
Dean Johnson, President, Sodexo Canada Dear Team: Over the last several months I’ve had the good fortune of being at several accounts and events. It’s been a pleasure to witness first hand the incredible service spirit, team spirit, and spirit of progress that is so ingrained in our culture and displayed by each of you in your day-to-day interactions with our clients and customers. In Canada, we interact with approximately one million people a day through the many services we provide. Through those interactions, I’m impressed by the positive impact we make on the quality of life for so many. You truly do make someone’s day better through simple gestures like a quick smile, a helping hand, or an extra moment spent with someone.
communities is our way to say we care about much more than just our business. The Sodexo Foundation relies on the service put forward by our employees and is successful only because of you. I look forward to, and depend on, your ongoing support of Servathon, National Hunger Awareness Day, Feeding Our Future SM, and other important activities within our Foundation work. Thank you for everything you do. We wouldn’t be “Sodexo” without you.
You’ve also been very committed and involved in the communities we serve through the Sodexo Foundation. Giving back to
Comprehensive Service Solutions Bolsters Growth Sodexo Canada has enjoyed solid growth over the past 10 years and the strategic focus on Comprehensive Service Solutions is fuelling accelerated results. Embedded into this long term strategy is leveraging the organization’s existing strengths and client base in current markets across Canada and building and offering a host of comprehensive services.
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Michael’s Message
Creating Value As a young chef I once created a dessert that was a guaranteed success: Brown Butter Cake with Rosemary Prune Compote and Brandy Sauce. I spent the afternoon prepping my mise-en-pace and when service arrived waited for the orders to roll in, for validation to arrive. At the end of the evening I was stunned to discover that not a single one of my masterpieces had sold. Where did I go wrong? I didn’t know it yet but value is in the eye of the beholder. It’s easy to create policies and procedures, to manage systems and expect success. But to create a true sense of value requires us to understand that we as service professionals don’t actually create value, we create the conditions for our guests and clients to perceive value. There’s a big difference. Fundamentally, service is not about us, it is about the other parties’ satisfaction. Only they can determine our success. We can’t mandate it or even expect it. Too many of our efforts are designed to satisfy us first and thus often fail. Too many elaborate systems simply don’t work because they forget to consider that our guests are not systems, they are people complete with all the wonderful complications that make us all unique. To create lasting value in our industry requires us to consider our clients’ needs first. To do that effectively it is often very valuable to step away from our internal vantage and observe from outside, to put ourselves in our guests’ position then observe and react to our systems as they would. Millions of dollars are spent on pricey consultants
when true insight comes from simply walking through all facets of our operations and experiencing them as our guests do. And when you do you may discover that most people simply are not interested in eating prunes, no matter how they’re dressed up. But I know at least one chef who discovered that his guests love dried plums, especially with Brown Butter Cake and Brandy Sauce!
Dedicated Fans Gobble-up Michael’s New Cookbook The waiting is over! Chef Michael Smith’s The Best of Chef at Home – Essential Recipes for Today’s Kitchen that hit stores on October 1st is already a national best seller prompting a mass reprint only moments after the ink dried on the first. Michael’s previous book Chef at Home – Cooking with and without a Recipe, reprinted some 9 or 10 times over the past five years, helped create loads of loyal followers and left many wanting more. In a recent interview with the Chef himself, Horizons has learned that Michael worked tirelessly over the past 18 months between TV shoots and special engagements creating the new book; which in the editors’ view is among the best cookbooks ever assembled. According to Chef Smith, “I’ve waited far too long to make this new book and promise that I won’t keep folks waiting like that again.” Sodexo collaborated with Chef Smith on a custom printing of his new book which is being leveraged at special events across the country; largely aimed at raising funds for local food banks.
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A New Look We thought it was to time to spruce things up a bit. If you’re an inveterate or even casual reader of Horizons, you’ll instantly notice that we’ve contemporized our cover, given our articles a little more breathing room and made the graphics more interesting. What hasn’t changed are the same heart-warming, informative and interesting articles about who we are and what we do.
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The Sodexo Foundation
Celebrating Heroes of Every Day Life On June 23rd, 2009, the Third Annual Sodexo Canada Foundation Dinner, honouring our Heroes of Every Day Life, was held at Appleby College in Oakville Ontario. The evening recognized and awarded individuals who have demonstrated outstanding community service in the fight against hunger. In addition to the award recognition, a $3,000 donation was made to each honoree’s hunger charity of choice. A key donor to the Fredericton Food Bank, Darlene’s efforts have helped provide over 4,000 lbs of food to 800 local families in need. Despite personal losses over the past several years, Darlene has continued her dedication and focus towards the food bank by selling 50/50 tickets, collecting dress down money, donating personal time, and other activities that directly benefitted the community.
L-R: John Bush, Leslie Gilholme, Dean Johnson, Jon Kristjanson
In 2005, recognizing a real need to support the local food bank, Les Gilholme launched the first of many food drives on the Acadia University Campus. Setting a goal to collect and donate 500 items, the Sodexo team at Acadia rallied behind Les and provided the St. Vincent de Paul Food Bank with 850 food items and a cheque for $100.
Ms. Russell has selected the Fredericton Food Bank as the recipient of a $3,000 donation provided by the Sodexo Foundation. The Sodexo Foundation agrees wholeheartedly and is proud to recognize Darlene Russell as a Hero of Every Day Life.
To date, Les’ efforts have raised 3,000 lbs of food and $3,500 for local food banks. Actively supporting Servathon and Feeding Our Future SM annually, Les has become a tour de force in fighting hunger in the Wolfville–Halifax corridor. Mr. Gilholme has selected the Fundy Interchurch as the recipient of a $3,000 donation provided by the Sodexo Foundation. The Sodexo Foundation is proud to call Leslie Gilholme a Hero of Every Day Life.
L-R: John Bush, Robert Gendron, Dean Johnson, Jon Kristjanson, Raymond Lee
Robert Gendron and Raymond Lee are being recognized as inaugural recipients of this special award: the Spirit of Caring. In the summer of 2008 they were contacted by Janet McGeein, Sodexo Director in Ottawa who was concerned for the well-being of a fellow employee who had been laid off from work and was ineligible for federal employment assistance. “In mid July, humiliated, she contacted me and told me of her despair and indicated that they were in need of food,” revealed Janet. Without hesitation Robert and Raymond had food supplies delivered to their home within hours and continued to support the family financially throughout the summer until the employee had returned to work.
L-R: John Bush, Dean Johnson, Darlene Russell, Jon Kristjanson
Since 2006, Darlene Russell has been active in the fight against hunger. Among her numerous contributions has been her involvement with Servathon at the University of New Brunswick.
For taking hunger personally and assisting a fellow employee in need, the Sodexo Foundation recognizes and salutes Robert Gendron and Raymond Lee.
Nominating Heroes of Every Day Life Sodexo is requesting the assistance of its employees throughout the country to nominate deserving candidates for the Heroes of Every Day Life Award; individuals who have demonstrated outstanding community services in the fight against hunger. Sodexo employees who have invested their time, talent and energy to help some of the five million Canadians who are at risk of hunger and malnutrition should be nominated for this important award. Award winners
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will be celebrated at the Fourth Annual Sodexo Canada Foundation Dinner on Wednesday, June 23rd, 2010 at Appleby College in Oakville, Ontario. In addition to the award recognition, a donation will be made to each honoree’s hunger charity of choice. To nominate your Hero for 2009, obtain a nomination form available on SodexoNet or by emailing marianne.dalessandro@sodexo.com
6th Annual Fundraising Golf Tournament Set at the admired and sometimes feared Lionhead Golf and Country Club, the Annual Sodexo Foundation Golf Tournament saw 210 supplier partners, clients and associates gather to raise money for the fight against hunger. Feedback during and post event
suggested that this year’s event set a new standard of excellence for future Foundation tournaments. Proceeds from the event will be used to purchase food supplies for the 2010 season of Feeding Our Future SM.
100,000 Nutritious Lunches for Kids This past summer, the Sodexo Foundation and friends provided free lunches for thousands of highneed children in eight Canadian cities. Now in its 10th year, Feeding Our Future SM has provided over 550,000 free meals to at risk children across Canada. The program which started in Toronto in 2000 has now grown to eight cities including Vancouver, Calgary, Winnipeg, Hamilton, Ottawa, Montreal and Halifax. The Sodexo Foundation’s Feeding Our Future SM program provides free nutritious meals to at risk children during the summer when they are away from public school. The Foundation has been fortunate to work closely with hunger agencies, clients, manufacturers and supplier partners and employees and family volunteers. Feeding Our Future SM has become a shining example of how communities and corporations can collaborate to make a real difference. Clients that supported the program include Telus, Mount Royal University, The Greenwood Inn Winnipeg, Trinity College, Canada Post, Collège Jean De Brebeuf, and Dalhousie University Student Union. Feeding Our Future SM could not happen without the support of community agency partners including The Boys’ and Girls’ Club of Greater Vancouver, Community Kitchens of Calgary, Winnipeg Harvest, Toronto’s Second Harvest, Mission Services of Hamilton, Ottawa Food Bank, Moisson Montreal and Feed Nova Scotia.
Joining the fight against hunger the Foundation recognizes the generosity of manufacturers and supplier partners which include Canada Bread, Canbra Foods, Gordon Food Services, Hector Larivee, Kraft, Lassonde Beverages, Maple Leaf, Olymel, Quaker, Pathways, Parmalat, Shafer Haggart, Sysco and Unilever.
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Marketing Updates
Falling Leaves Mean Rising Profits The fourth and final installment of the Canadian Culinary Adventure has just capped off a successful promotional year in which we celebrated the wonderfully diverse cornucopia of Canadian cuisine and locally grown products. This autumn ‘adventure’ took customers on a tasty tour of comforting foods and traditional flavours.
Indulge in these unique Seasonal Flavours in your café. Succombez à ces saveurs saisonnières uniques à votre café.
The fall program witnessed the introduction of the Consumer Health and Nutrition series of brochures. Now a part of the Your Health Your Way™ program, these brochures are being provided at point of sale to help educate our customers on a variety of important health and wellness topics.
Apple Omelet / Omelette aux pommes
Celeriac Apple Salad / Salade de pommes et céleri-rave
Cranberry Salsa & Turkey Wrap / Roulé à la dinde et salsa aux canneberges Pictured items are part of our Autumn limited time offers. See weekly menus for local availability. Les produits illustrés font partie des offres automnales d’une durée limitée. Voir les menus hebdomadaires pour plus de détails sur les offres locales.
Making Every Day a Better Day It’s the motto we live by in our day-to-day dealings with our customers and clients. It’s also the theme that will carry us through the new promotional year. Attractive wall and desktop calendars and a 20-page brochure will deliver our message of corporate citizenship
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and social responsibility to clients and customers alike. Sustainability, Diversity and Engagement, Feeding the Hungry and Health and Wellness are things that we believe in as a company and we’re proud to promote it.
Every Day Value Always in Style To create an irresistible value offering for your customers, simply leverage the tools and resources available under the Every Day Value Program launched in your Autumn National Promotional kit. That’s what our Sodexo team at the McGill University Health Centre managed to do when they introduced the Every Day Value program to their customers. In September, the Sodexo team at MUHC wanted to launch an event to promote the hospital’s café food services to the hospital’s employees and visitors. We chose to use the Every Day Value Program which in retrospect turned out to be the ideal solution. From September 14th to October 2nd, we decided to offer value combos at $1, $2 and $3 simultaneously in the five MUHC hospitals. The first week was dedicated to an aggressive price offering which included a Viva Bica 12 ounce coffee at $1!! The following two weeks, we offered different combos at $2 every day and three combos at $3 on special days only.
posters in the cafe, countertop signs and napkin dispensers in each level of the hospital. Email and intranet communication and the distribution of leaflets at the hospitals entrances and at the café tables also played a role in our communication strategy. Our employees were well versed in the promotional details and were able to naturally and quickly promote and answer any questions that our customers may have had. As for results, we can confidently say that the Viva Bica promotional offer was a true commercial success. Sales increased by 23 to 48% (depending on the site) without affecting the sales of Starbucks or other coffee offerings. Our strategic investment in coffee contribution was gained back in an increase in volume. So, consider adding the Every Day Value Program to kick off a refresh in your cafe. Émilie Chenevier Marketing Manager, McGill University Health Centre
The team placed an emphasis on communication knowing that it would be our key to success. Our communication mix included
Surrender to the Impulse YW R E AD
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The Simply to Go® program’s Impulse Snack Rack is finally here. This new addition to the Simply to Go® program has been developed in response to the numerous requests received from our units for addressing the impulse opportunities found within the retail environment.
With little labour required and the proper positioning of the rack, this program should help support our incremental sales objectives.
Ron McRae Senior Director, Marketing Offer Development
Snack foods have been one of the fastest growing product categories in recent years. Co-sponsored by three of our valued vendor partners (Kraft, Kellogg’s and General Mills), the STG Snack Rack’s ultimate goal is to increase retail sales by offering our customers a wide variety of snack items through a contemporary, convenient sales channel. Remember when positioning your Simply to Go® Snack Rack that there’s great opportunity when you pair an impulse snack item with a planned purchase such as water or coffee. Snacks, ranging from healthy to indulgent, will be rotated on a seasonal basis to ensure variety and freshness while avoiding customer boredom.
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A La Carte
Articulating Sodexo’s Value
As Sodexo continues to expand the services offered to clients and integrates them effectively and efficiently, it becomes important to help articulate not only what we do, but the value created. As an organization, Sodexo has recently announced that we are a comprehensive service solutions company. It’s been a journey from our roots in providing on-site food services then adding some facilities management services such as housekeeping and laundry to a very robust set of services delivered in an integrated fashion. Concrete examples of comprehensive service solutions can already be found in all business lines and across the country. At York Central Hospital, Sodexo Healthcare Services manages Environmental Services, Facilities Services, Logistics, Food Services, Service Response Centre, Security and more. At the Wuskwatim project in northern Manitoba Sodexo Remote Sites, in partnership with Nelson House, are managing 14 services in an integrated model. These services include Food Service, Housekeeping, Convenience
Store, Bar, Recreational Center, Security, Energy and Utility Management, Building Maintenance, Road Maintenance, Fleet Management, Grounds Keeping and a Water Treatment Plant. We even run a Fire Department! Taking into account the Comprehensive Service Solutions model that is clearly gaining traction in the market place and combining this with our deeply embedded mission and values that guide our daily actions, Sodexo is pleased to share our newly formalized value proposition. At Sodexo we provide Comprehensive Service Solutions that enhance the overall performance of our client organizations through sustainable value-added initiatives and a better Quality of Life for our customers and their local communities.
Brainstorming to Better Serve Clients George Cescon is the head of Sodexo’s Project Management Office and also holds a volunteer leadership role as Vice President of the Lakeshore Chapter of the Project Management Institute (PMI). Recently George and a core team from the local chapter conducted a brainstorming session. The objective was to come up with ways in which the institute could continue to provide value to its membership. Topics such as strategic planning, sur veys, membership growth, and volunteer working within the chapter, were among the agenda items that were ultimately presented to the membership. George’s case study on the subjec t was so well received in Canada that he was recently asked to present the work to PMI in Orlando, Florida. In a recent interview
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George drew this correlation, “The Project Management Office has the same objectives as Sodexo Canada, better serving our clients, an approach for the Comprehensive Service Solutions model. We brainstorm and strategize and ultimately implement best-in-class solutions for our clients from a project management point of view.”
To learn more about Sodexo’s capabilities in Project Management contact george.cescon@sodexo.com or 1 877 632 8592 ext. 33347.
Partnership Renewal Based on Sustainability Sodexo is proud to announce the renewal of its partnership with College Jean-de-Brébeuf. We’re also proud to note that central to that partnership will be a number of innovative programs that focus on healthy nutrition, sustainable development, internal communications and an upgrade of the dining areas. To reflect the nutritional policy of the College – and under the guiding policy on healthy nutrition and a physically active lifestyle of Québec’s Ministère de l’Éducation, du Loisir et du Sport – Sodexo has developed a new menu that relies heavily on the four food groups of Canada’s Food Guide. Dynamic new signage and an aggressive marketing program are being utilized to effectively communicate the focus on nutrition. The Sodexo PLANit program, designed to help employees, clients and customers become more environmentally conscious, has been implemented to help support the College’s sustainable development initiatives.
As we embark on our renewed partnership, we do so with the knowledge that College Jean-de-Brébeuf and Sodexo are improving the lives of the campus community through a number of health and wellness and sustainability programs.
Denise Bernachez, Quebec Marketing Manager
In addition to participating in our PLANit program, College Jean-de-Brébeuf has taken up the cause in the fight against hunger and has for the past three years avidly supported the Feeding Our FutureSM program. The most visible change in the area of food services is the transformation of Café Cactus. The café’s new layout was based on the principles of optimizing space and traffic flow. The new design relies on warm, energizing and appetizing colours. Compact fluorescent lighting and the use of materials that emit lower levels of volatile organic compounds into the interior atmosphere contribute to our sustainability endeavours.
Our Olympic Hopefuls In our continuing series on B.C. athletes we place our spotlight on cross-country skier Alysson Marshall. Twenty-two year old Alysson’s long-term goal is to become a member of the Canadian Senior National Team and represent Canada at an international level at World Cup events and at the Vancouver Olympics. Placing 13th at the 2009 World U23 Championships in France, Alysson currently ranks 6th in Canada in sprint and 10th in distance. She is a recipient of the B.C. Premier’s Athletic Award and currently attends the University of Calgary part-time as a Biochemistry Major. Please join us in wishing Alysson the best of luck in her Olympic aspirations.
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Attaining CIMS Certification
CIMS ISSA
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CERTIFIED WITH HONORS
In May 2009, the Sodexo custodial contract at Carleton University in Ottawa, Ontario successfully obtained certification with honours to the Cleaning Industry Management Standard (CIMS). We’re happy to say that this is a Sodexo first.
What is CIMS?
What does it mean to become certified?
CIMS is the first comprehensive management and operations standard for cleaning organizations in North America. The standard is built on universally accepted quality principles:
Certification indicates that an organization conforms to the requirements set forth in the Standard and has successfully demonstrated compliance to an independent, accredited assessor. This was conducted on May 13th and 14th, 2009.
• • • • •
Quality Systems Service Delivery Human Resources Health, Safety & Environmental Stewardship Management Commitment
CIMS applies to the entire Sodexo cleaning organization at our Carleton site. It focuses on the organization’s management systems and processes used to deliver service. It also allows us to maintain a consistently high standard of quality and demonstrate our commitment to customer satisfaction.
How will CIMS help Sodexo? • • • • • •
Distinguishes us from competitors Enables us to better meet the demands of our customers Identifies and promotes continuous improvement Improves the overall quality of our services Assists in marketing our services to potential customers Demonstrates a high level of professionalism in our work
Who was involved in the CIMS audit at Carleton? First and foremost, our custodial staff, who showed tremendous interest and participation in the entire certification process. The on-site management team, Burlington support office and Sodexo senior management were also involved.
Can CIMS be used at other custodial contracts? Absolutely. In fact, Sodexo can be CIMS certified as a business rather than individual sites for all their custodial contracts.
The Future
Front Row: Jacqueline MacGregor, Louise Holstein, Amy Wesley, Amanda Walker, Amanda Arthurs, Ellen Caverly, Suzanne Cole, Judy Paul. Middle Row: Sylvestre Demostherne, Spaska Manolova, Lyne Turcotte, Annette Emmons, William Philliben, Sothilingam Nagalingam. Back Row: Heather Ridley, Bruce Green, Kenneth Robb, Charles Mbuya, Trevor Rothery, Alex Mohr.
Embracing Diversity CAE is proud to have participated in “Valorisation jeunesse”, a program instituted by Québec’s Ministère de l’immigration et des communauté culturelle. The program’s objective is to encourage youth of visible minorities to achieve their ambitions and participate actively in the development of their society. Mr. John Hart, Senior Manager at CAE, spearheaded the project. Student Sophonie Volcy worked under John’s super vision from July to late August. By all accounts, she thoroughly enjoyed her experience as she acquainted herself with different facets of the food service business. We would like to congratulate Mr. Hart for passing along his skills to the next generation and for helping personify our support of diversity. For more information about the program go to http://www.quebecinterculturel.gouv.qc.ca/fr/jeunes/index.html
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Educational articles and advice from within the cleaning industry are now speaking directly to educational facilities across North America and encouraging these institutions to demand CIMS as a “pre-qualifier” in their upcoming bid processes. If this becomes a trend, which appears very likely, Sodexo will be ready to meet the challenge and expand its capabilities to all newcomers. It is possible that CIMS will become the benchmark for our entire custodial service and demonstrate our commitment to quality and customer satisfaction.
Ken Marentette, GM, Sodexo at Carleton University
In the photo: Yolande James: Minister for Immigration and Cultural Communities, Sophonie Volcy: student, Gérald Tremblay: Mayor of Montréal, John Hart: Senior Manager (CAE).
Occupational Health and Safety Poster Contest Sodexo Canada is committed to a safe work environment for all our employees and the people whom we serve. To ensure the continuous improvement of this imperative, Sodexo Canada has implemented the “Vision of Zero Incidents” initiative. Employee engagement and involvement is a critical component of this initiative. To help celebrate “North American Occupational Health & Safety Week”, Sodexo held an Occupational Health & Safety Poster contest, in which the children and relatives of Sodexo employees in North America showed their creativity and imagination by drawing, painting, and/or constructing posters illustrating safe work behaviour practiced every day by Sodexo employees. Sodexo Canada was extremely well represented amongst the winners having 5 out of 12 winning entries. A special mention and congratulations goes out to Glenmore Christian Academy who had 3 out of 12 winning posters and to Campus Services, which had 4 out of 12 winning posters.
Congratulations to the following winners:
First Prize winners received a $100 gift card, while second and third place received $75 and $50 gift cards respectively. The posters will also be featured in the FY2010 Sodexo Health and Safety Calendar, which will be released shortly. Congratulations to all the winners! A great big thank you to all for your participation and hard work in promoting Health and Safety in the workplace and we look forward to more creative entries next year! Miguel Bruno, Workers’ Compensation Manager
Age Group 12-14 1st Place Cyrus Tung, age 12 son to Shuk Mei Tung, Glenmore Christian Academy, Calgary, AB
Age Group 9-11 1st Place Alyssa Friesen, age 11 daughter to Korry Friesen from the University of Lethbridge, AB 2nd Place Braydan Ascah, age 11 son to Stuart Ascah, Glenmore Christian Academy, Calgary, AB
3rd Place Ian Hancock, age 9 son to Ivy Lee from VCH-Dogwood Lodge, Vancouver, BC
Age Group 15-17 2nd Place Heather Tung, age 16 daughter to Shuk Mei Tung, Glenmore Christian Academy, Calgary, AB
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Fire Department at Wuskwatim At first blush, Wuskwatim appears to be your typical remote site. Located in northern Manitoba, Sodexo provides this large remote site camp with up to 14 various services ranging from catering to housekeeping to security and maintenance. “But there’s one service Sodexo performs at Wuskwatim that is rather unique in our portfolio… fighting fires.”
Past fire fighting experience is a pre requisite for all members of the department. Furthermore, an extensive amount of training is conducted weekly, including forest fire, vehicle fire, ladder rescue, and smoke house training.
Since 2008, Derek Quesnel, maintenance manager and his assistant, Dennis Bunn, have been part of the camp’s fire crew which consists of 15 people. Derek was recently promoted to fire captain and lead driver… a childhood dream that came true!
The 850 person camp keeps the fire crew busy. On average, they are called twice per week on various interventions including assisting paramedics, vehicle accidents and structure fires. Cyril Collin, DM Remote Sites
Submission Deadline - Spring Issue: March 15th, 2010 EDITOR: Jon Kristjanson
Contributors: Dean Johnson, Michael Smith, Marianne D’Alessandro, Denise Bernachez, Cyril Collin, Eric Larocque, Ron McRae, Ken Marentette, Miguel Bruno, Maria Goss, Emilie Chenevier, George Cescon, Veronica Haining, Steve Haining.
by/par Sodexo by Sodexo
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Horizons Winter 2010
Cert no. XXX-XXX-000
Cert no. XXX-XXX-000