JCPenney 2010 Annual Report Download - page 19

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G TOGETHER
WE’RE EMPOWERING OUR ASSOCIATES TO FOCUS ON
OUR CUSTOMERS WHILE TRANSFORMING OUR CULTURE
19
WINNOVATION STRATEGY
In 2010, every one of our 8,000 supply chain associates—from unit leaders to
hourly associates—participated in WINnovation training, a program focused on
driving process excellence, innovation and collaboration across our 18 locations.
Since the program launched in 2009, more than 400 operational excellence
projects have been implemented, with an expected cost savings of $10 million.
Associate Stephen Kose applied skills he learned in WINnovation training to improve
supply chain processes.
For the third consecutive year, jcpenney was recognized for its industry-
leading customer service by ranking No. 1 among department store retailers
in the annual National Retail Federation Foundation/American Express
Customers’ Choice Survey.
The positive results signify the impact jcpenney associates have made
with customers as a result of our CustomerFIRST initiative. Launched in
2008, CustomerFIRST is a comprehensive customer training program
that empowers every associate to make customers their top priority and
provide an easy, exciting and engaging shopping experience to the more
than half of America’s families who shop at jcpenney each year.
We know that highly satised customers and highly engaged associates
go hand-in-hand, with the Company earning its highest level of associate
engagement in Company history at 81% in 2010. With a focus on retaining
and recruiting the best talent in retail and providing our associates the tools
they need to do their job, we are transforming our culture.
3YEARS IN A ROW!