by Richard Janecky
(Former CFPSA NPF employee Communications Coordinator)

(Editor's note: Given that the conference took place several months ago it is worthwhile to review the lessons learned, and to challenge ourselves in asking, 6 months later, whether we have put this new knowledge into action.)

The Canadian Forces Personnel Support Agency's (CFPSA) motto-"serving those who serve"-rang loud and clear in the nation's capital in January when employees united to learn innovative ways to better serve their customers - members of the Canadian Forces (CF) and their families.

The CFPSA conference was the first of its kind. Over 500 employees from across Canada and overseas participated in the event. Attendees gained a renewed sense of where the agency is going, and learned the latest techniques and practices to improve their businesses and operations. They also acquired a better understanding of how each division is directly involved in successfully delivering programs and services to the CF community.

According to CFPSA President and CEO John Geci, "The CFPSA conference gave us the opportunity to learn, network, and step outside the boundaries of our respective jobs for a broader perspective of the CFPSA world."

Major Danielle Castagner, a PSP Manager from 4 Wing Cold Lake, called the opportunity to network "awesome." "We're unique in Cold Lake because we're fairly isolated," she says. "This conference was a great opportunity to meet people from other bases."

Participants also took advantage of what leading public speakers had to say about improving businesses and operations. Highly celebrated motivational speaker Charlie (Happy Rhino) Tyrian and business expert Donald Cooper were the conference's two keynote speakers.

Tyrian, a self-described rhinoceros, used anecdotes to motivate participants to create a more "balanced" life at work and at home. Cooper-of Cooper Sporting Equipment fame-drew on his real-life experience as a manufacturer and retailer. He combined humour with wisdom and customer reality to help participants redefine their operations and add value to their customers' lives.

During his two-hour presentation, Cooper revealed simple secrets to running a successful business. "Our only value to other human beings on the planet is our ability to make their stress go away," he told the audience. "We must understand their stress, do what's required to make that stress go away, and then communicate that message to get them to come to us."

CFPSA participants were not the only ones to benefit. Several "customers"-CF members themselves-attended the conference and left impressed.

"Everything the CFPSA does is extremely important to us," says Lieutenant Colonel Les Jones, the Administrative Officer for 4 Wing Cold Lake. "Agency personnel are doing a fabulous job already and it's encouraging to hear the focus they're putting on serving CF members and their families."