Principles that shape the work we do

In the world of global brands and suppliers, having a robust grievance mechanism is more than a checkbox – it’s a commitment to the well-being of every worker. Often, we find beautifully laid out policies and channels, but the reality is quite different. The response from factory management? “Our workers seem content,” they say. Or : “Complaints are rarely actionable.” And this is where our WE journey begins.

Inspired by Glenda Eoyang ’s insights into adaptive systems, we embraced her concept of inquiry as a stepping stone for transformation. “Inquiry is about questions,” she wisely says. “It’s about approaching every situation with a curious mind, seeking to learn and adapt in our complex world.”

Our endeavour started with an invitation to the factory team. We invited the factory to run a train, the Suggestions Express on the production floor. The Suggestions Express chugged through every department, armed not just with pens and paper, but with smiles and an open ear. Our goal was to encourage suggestions and concerns, igniting curiosity, and inviting participation. And the response was heartening. In just under an hour, the team had gathered a treasure trove of over a hundred handwritten messages.

As we delved into them, a recurring concern emerged: access to drinking water. Curiously, even as we pondered this, a worker brushed it aside, mentioning the abundance of water taps. But we paused, eager to uncover more. We suggested that let’s not dismiss this concern and explore the possibility that it might have something more to it than just a few workers posting baseless complaints. What if there was more to this concern than what met the eye?

Another participant connected this with a complaint about inadequate ventilation, particularly in the CTPAT compliant zone. (Customs Trade Partnership Against Terrorism?(CTPAT) is one layer in U.S. Customs and Border Protection’s multi-layered cargo enforcement strategy.) This area, designed with strict protocols, had limited airflow due to security measures. Suddenly, the dots started to connect. A third participant volunteered to investigate first hand – to gauge if these worries were valid. And they were.

This narrative reminds us that progress emerges from curiosity and collaboration. While expectations might be met on paper, it’s the power of inquiry without judgement that unearths the nuances. By fostering a culture where concerns are embraced, explored, and addressed, we stumble upon opportunities to enhance the well-being of our workforce.

In the tapestry of complex systems, Glenda Eoyang’s words resonate: “In the emergent, unpredictable world of complex systems, inquiry is the only way you can move forward.” Let us continue to ask, learn, and evolve, ensuring that our commitment to worker welfare isn’t just a policy, but a living, breathing reality.