The path to a high-performing workplace: Lessons from the best

via The Globe and Mail

The foundation of a thriving company rests on the environment in which employees operate – an environment where they can realize their potential through effective leadership, meaningful company values and deep trust between employees and their employer.

Sustaining this level of excellence becomes even more remarkable when considering the significant changes that have reshaped Canadian workplaces over the past two decades. Some of these can be seen as challenges or headwinds for employers and employees, such as the rise of remote work that emerged through the pandemic, advancements in AI and automation that are transforming industries including manufacturing, finance and customer service, and the retirement of the baby boomer generation in tandem with the ascent of millennials and Gen Z.

Some of these shifts can be seen as enablers or tailwinds, such as greater focus on such things as employee empowerment, work/life balance and mental health supports, which have improved working life for many Canadians.

Companies have had to adapt to these changes and meet new expectations head-on.

For more than 30 years, Great Place To Work® has partnered with companies of all shapes and sizes from around the world to help them build and sustain great workplaces.

"The Great Place To Work designation reflects that great culture and keeps us focused on improving our benchmarks and engagement scores," says Karen Scott, senior vice-president of people and culture at Softchoice. "We are proud that our strong engagement and team retention have helped us deliver customer passion and success, which have played a big role in contributing to an average customer relationship length of 10 years."

This long-standing commitment has been key to Softchoice's ability to adapt over two decades, especially during times of rapid change, such as the rise of AI and automation.

The purpose there is to unleash the potential of both people and technology, giving employees the tools, resources and support they need to thrive, Scott says. That includes mentorship and career development, community and social impact opportunities, listening sessions that help drive tangible actions against engagement survey feedback, and the flexibility to balance home and work priorities through a hybrid work approach.

Maintaining a consistent culture is the primary reason why Softchoice has been able to stay as a Great Place To Work for 20 years, amid all the technological advancements and changes in the workplace. For example, Softchoice is at the forefront of implementing AI across its organization.

"My team is responsible for embedding Microsoft CoPilot across our business so that we can free time for our team to focus on strategic work and strategic thinking," Scott says. "As a company we are focused on involving our team in innovation and continuous improvement while implementing strategic transformations and adaptations to meet evolving needs."

The benefits of surveying its team annually, for 20 years in a row, include that there are data-driven decisions to further enhance culture and address any issues promptly, Scott says.