Waste Management 2008 Annual Report Download - page 12

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EQUIPPING EMPLOYEES FOR SUCCESS. One
of Waste Management’s fundamental human
resources strategies is to hire the right people for
the right jobs and provide the tools they need to
succeed. A number of specific training programs
were developed in 2008:
• Our 1,100 customer service representatives
interact with millions of our customers and are
integral to shaping our brand perception. We
piloted a three-week program that trains them
to excel in positions requiring multifaceted skills
and to be empowered as problem solvers.
• We developed a Technical Service Center
College. This internal education program
supplements the training of Waste
Management’s industrial technical service
representatives, who handle the often-complex
disposal requirements of our landfill and industrial
services customers.
• We also instituted an entry-level management
track for college graduates. Beginning as route
auditors, they ride in trucks with veteran drivers
to audit our customer service delivery records
and learn all facets of the job. The objective of
this program is to provide on-the-job learning so
that they can be promoted to route manager and
district manager positions.
LEADING TO PERFORMANCE. In mid-2007,
we launched a performance leadership
program designed to further engage employees
and encourage the development of managers
and leaders. By the end of 2008, every
Waste Management location had begun the
process of more effectively utilizing employee
input in decision-making and problem-solving.
In locations where the program has been
completed, our employee turnover rates are
lower and our employees work more safely
and productively. Simply put, creating engaged
employees makes us a company that attracts
and retains the best people, and a company
that customers can count on.
DIVERSITY AT WORK. Our workforce is comprised
of people who reflect the customers and
communities we serve. Companywide, we have
initiatives in place to ensure that all employees
are treated with dignity and respect, are optimal
contributors to business objectives, and have
equal access to opportunities in the company.
We also take the principles of diversity and
inclusion into the marketplace through our
procurement practices, as we work proactively
to identify and develop qualified minority- and
women-owned suppliers that add value to the
supply chain.
10 2008 ANNUAL REPORT