Background

The organization a mid-sized logistics and courier company operating across multiple regions in Canada, specializing in last-mile delivery solutions for e-commerce, retail, and corporate clients. The company employs over 700 staff, including warehouse operators, delivery personnel, customer support, and corporate teams. With rapid growth fueled by the e-commerce boom, the organization sought to modernize its HR operations to streamline workflows, improve employee engagement, and ensure compliance with evolving labor regulations.

Objective

To enhance coordination with union representatives and streamline human resource management processes to ensure compliance, employee satisfaction, and uninterrupted delivery services.

Challenges

• Union Relations: Persistent grievances around scheduling, overtime compensation, and work conditions created friction between management and employees.
• Compliance Risks: Frequent updates to labor laws and union agreements posed risks of non-compliance.
• Employee Retention: High turnover among non-unionized employees added pressure on existing unionized staff.
• Operational Impact: Misaligned communication between union representatives and management disrupted service efficiency.

Methodology

• Stakeholder Engagement:
  - Held monthly meetings with union representatives to foster trust and open dialogue.
  - Implemented a feedback mechanism where employees could voice concerns anonymously.
• Policy Updates:
  - Conducted a thorough audit of labor laws and union agreements, ensuring all policies were updated.
  - Introduced flexible scheduling tools to accommodate employee preferences within operational limits.
• Training and Communication:
  - Trained managers on labor relations and conflict resolution techniques.
  - Established a centralized communication platform for union and management updates.
• Performance Metrics and KPIs:
  - Reduced grievance resolution time from an average of 14 days to 5 days.
  - Increased employee satisfaction scores by 25% in annual surveys.
  - Improved retention rate by 15% for non-union employees within six months.
  - Achieved 100% compliance with new labor regulations through rigorous audits and training.

RESULT

The interventions resulted in a harmonious relationship between union representatives and management. Improved communication reduced disruptions, and policy reforms led to higher employee satisfaction and retention. Operational performance was bolstered, allowing the company to maintain its reputation for reliability and efficiency.