The Power of Associate Engagement

The Challenge

In the fall of 2018, CCI conducted its first formal engagement survey. The results were sobering:

35% engaged
30% not engaged
35% actively disengaged

Even more concerning, responses to Gallup’s “base camp” statements averaged 3.3, a result best described as a collective shrug of the shoulders. Front-line associates could not confidently answer “yes” to a foundational question:

Do you have the right materials and equipment to do your job safely?

Having used engagement methodology since 2001, leadership recognized this as one of the most intimidating engagement scenarios they had encountered—and one that could not be solved without outside support and internal accountability.

Solution

CCI implemented a comprehensive engagement strategy centered on leadership development, operational reliability, and associate involvement.

Key initiatives included:

Supervisory leadership training
Partnered with the Institute for Workforce Education (a division of St. Augustine College) to deliver a bilingual training program for managers and supervisors. Between late 2018 and 2019, CCI completed 1,304 hours of professional leadership training, addressing long-standing gaps in supervisory skills and communication.
Operational and safety improvements
Restored critical equipment safeties, implemented a structured preventive maintenance program, and applied 5S workplace organization to remove outdated tools and processes—directly improving safety, efficiency, and consistency on the shop floor.
Shop-floor–driven improvement
Formed a cross-functional “value add” team of supervisors and managers focused on continuous improvement. Team members were incentivized to exceed initial gross profit targets and empowered to address both daily operational challenges and longer-term performance initiatives.
Recognition and career development
Introduced a monthly STAR (Special Thanks and Recognition) program and strengthened succession planning, giving associates clearer feedback, recognition, and visibility into career growth opportunities.

Results

Engagement ratio improved to 6.25:1 in the most recent annual survey
Strong gains across engagement and feedback metrics
99% on-time shipping in 2025, up from approximately 70% three years earlier
Improved safety, accountability, and day-to-day execution across operations

These improvements were achieved despite challenging macroeconomic conditions.

At a Glance

6.25:1 Engagement Ratio
Sustained year-over-year improvement

1,304 Training Hours
Professional supervisory development

99% On-Time Shipping
Operational performance turnaround