Jim Zallie
Analyst · Bank of Montreal. Your line is now open.
Well, I think, one of the first lasting impacts is going to be the way we work internally, first of all, as an organization. We have been maintaining very close contact with our employees. We have implemented two pulse surveys, since the pandemic started where we’re soliciting feedback and learning and understanding the ways of working, for example. And I’ll just give you one example. Obviously, most businesses, us included, 90% probably of our office workers, are working remotely on a global basis throughout this pandemic, as this is unfolded. And what we’ve learned is that a very large percentage of them can be very productive working remotely. We had already implemented flexible remote work policy where people could work remotely, with supervisor approval, one or two days a week, prior to this. So, we moved into this pretty seamlessly, when we went to full time remote. But, an example would be customer service. We have metrics in relationship to how we measure customer closeout responses. And those have actually increased, and the quality of those has actually increased. And the feedback we’ve gotten from our customer service people that have been equipped to work remotely is that -- the fact that they’re uninterrupted and they’re just totally focused, they can actually be that much more productive and efficient. So, that’s something that’s unique, that’s going to come out of this. I think, the way that we have -- we’re going to be organized in the workplace and more mindful of the way things were prior to in open seated office areas, for example, we’ll maybe go back to a little bit more of cubicles and some barriers to give people some privacy and some physical distancing that makes them feel comfortable. And certainly, we’ve implemented that in our factories. And also, I think you’re going to see the use of technology continuing to allow us to help protect the health and safety of our employees as things go forward. And then, just in relationship to business in general, I think that there’s going to be certain trends that are going to endure through this that will be consumer trends that we’ll need to pivot towards. And some of these are already manifesting themselves right now, and we’re going to be following those very, very closely. And they’ll create opportunities for us as well. Jim?