The situation

It takes a particular kind of person to cut 40kg of fish into 3,000 precisely sized pieces every day – all while sticking to strict health and safety standards. So when a sushi-based business nets people like that, it wants to keep them.

But a couple of years ago, itsu needed to address the high turnover among its fish cutters to prevent the business from suffering. itsu has been making healthy, Asian-inspired food fresh in its shops every day since 1997. Today, it has 1,500 employees, 73 shops across the UK and New York and a turnover of more than £100m.

The challenge

Voted one of the UK's coolest brands, itsu receives 600 applications a week from people keen to join the team. The challenge is getting them to stay: 80% of its people are Europeans, many of whom come to improve their English for a year or so before heading home.

A couple of years ago, turnover among fish cutters had reached an all-time high, and vacancies were hard to fill. As a result, Fish Pros (experienced fish cutters, responsible for the work of more junior Fish Stars) were missing from the 'family tree' of shops across the business.

"The work of our fish cutters is repetitive, isolated and not very glamorous. But because we put people at the heart of everything, it was easy to get the buy-in to invest in, reward and recognise them."

Marie Douvin - Learning Development Manager

The solution

The initial idea for up-skilling and engaging the fish cutters came from training manager Alba Trujillo. In her previous role training fish cutters for new shops, she’d noticed that the existing masterclass didn’t offer any hands-on practice. So she took on the task of revamping it – despite being new and relatively junior in the people team.

A steep learning curve saw Alba work with colleagues from across itsu and beyond to develop a masterclass that met City and Guilds standards for accreditation. Successful graduates got a certificate and on-going guidance through materials they could access on the shop computer. Meanwhile, the fish cutters received a pay rise to recognise the skill involved.

Alba went on to develop the next stage of the initiative – the Fish Pro of the Year competition. This sees fish cutters show off their slicing skills for a place in the X-Factor-style live final. With a first prize of a weekend for two in New York, the competition creates a huge buzz across the business – amplified by area managers and social media.

The number of shops without a Fish Pro went from 40% to 9% in a year.

The results

The following year, the company saved considerable amounts in labour and food waste, which more than made up for the costs of the initiative. The number of shops without a Fish Pro went from 40% to 9% in a year. Customer complaints also dropped.

But even more important to itsu is the impact the initiative has had on the fish cutters themselves. 'The Fish Pros feel valued and engaged, and our family trees are missing fewer of them than ever,' says Harry Housen, People and Development Director. 'We attract and we retain – how good is that?'

The team's not resting on its laurels, though. Alba’s working on a 'Fish Ninjas' project to help accredited fish cutters to maintain their masterclass skills on the job. And the Fish Pro of the Year competition generates so much enthusiasm that there’s now a separate award for the most supportive team.

Top tips

For Harry, the secret of success is to listen and act. 'As long as you genuinely listen to your people and respond to their concerns, you will succeed. If you promise, make sure you deliver. If you can’t deliver, make sure you tell them why. People always remember; empty promises will naturally break their trust and damage their engagement.'

For Itsu, listening and responding to its fish cutters has certainly paid off. 'I never come to work and think, I'm going to cut 40kg of salmon then finish my shift,' says Tomas. 'I always think, what can I do better? How can I make my sushi more perfect? How can I reduce my waste? I set goals.'

You don't get any more engaged than that.

"The masterclasses show that the company cares about its people. This makes our job enjoyable – we know we can develop ourselves."

Tomas Ambajevas, Fis Pro

This is what impact looks like

 

Demonstrated professional values:

  • Principles-led
    Outcomes-driven

 

Demonstrated knowledge:

 

  • Business acumen
  • Culture and behaviour
  • Technology and people
  • People practice

 

Demonstrated behaviours:

 

  • Ethical practice
  • Commercial drive
  • Insights focused
  • Professional courage and influence
  • Passion for learning
  • Valuing people
  • Working inclusively

 

Demonstrated specialisms:

 

  • L&D
  • Resourcing
  • Talent management
  • Employee experience
  • Reward

More on this topic

Data

Data hub

Explore the evidence behind workforce trends

Guide

Employee voice channels: Guide for people professionals

Practical advice for people professionals to maximise the impact of engaging with all employees through employee voice channels

For Members
Thought leadership

Avoiding risks and unlocking rewards around employee engagement

Jake Young, CIPD Senior Policy and Practice Adviser for Employee Experience, OD & L&D, examines the impact of employee engagement on key business outcomes and what employers can do to drive more positive engagement

Podcast

Employee engagement and the evolving psychological contract

How are modern employee expectations—values, flexibility, and purpose—reshaping the evolving psychological contract and driving engagement in today's workplace?

More on this topic

Tools

How to improve flexible working in your organisation

Use our flexible working quiz to receive tailored recommendations

For Members
Webinar

Empowering workplaces by championing women's health and reproductive health

Watch our webinar to explore how organisations can create a work environment that supports employees throughout their career including in menopause and fertility challenges as well as with their menstrual health.

Register now
Factsheet

Stress in the workplace

Learn how to identify the signs of stress and address stress at work

For Members
Factsheet

Wellbeing at work

Understand the links between work, health and wellbeing, and the role of stakeholders in adopting an organisational approach to employee wellbeing