FORT DRUM, N.Y. -- A silver trophy will be glistening in front of the post's main PX this week, heralding the news that the Fort Drum Exchange has been named this year's best Army and Air Force Exchange Service (small category) worldwide.
This is Fort Drum's first time receiving the "Commander's Cup," a prestigious distinction in the Exchange's relatively new awards program, which recognizes excellence in leadership, customer ser-vice, innovation and business re- sults among small, medium and large Exchanges.
"It's basically for who's the best of the best," said Ken Limtiaco, Fort Drum Exchange general manager. "It's a very, very competitive process. We were going up against a lot of other Exchanges that do great things for their installations as well.
"Over the past year, there are many things that have taken place here with hopes of enhancing the quality of life," he added. "What we think (helped us win) was our community involvement."
Mark Sheppard, Fort Drum PX store manager, said it takes happy associates to make happy customers and that a focus on both is what gives Fort Drum the right chemistry and boosts its appeal.
"I am extremely proud of the Exchange as a whole and the people who make up this team," Sheppard said after receiving the award. "I believe it's our people that really set us apart from all of the other Exchanges.
"We place a lot of emphasis on doing the right thing when it comes to taking care of our customers," he explained. "But we also place a lot of emphasis on doing the right thing for our associates."
Limtiaco and Sheppard traveled to Texas to receive the award March 19 at the 2012 Exchange Main Store Manager / General Manager Conference, where Exchange managers from around the world met for a week in Dallas to hold exhibits and participate in group training.
Some 144 locations in the Pacific, European and U.S. regions participated in the Commander's Cup competition this year. The award for medium category went to Fort Jackson, S.C., while Ramstein Air Base (KMCC) in Germany won the large category.
Fort Drum submitted its package to Exchange headquarters in February, about a month after Limtiaco officially took over for Vincent James, former general manager of the Fort Drum Exchange. James was responsible for laying down "a lot of the groundwork" for the competition, Limtiaco said.
Sheppard, who has been at Fort Drum for two years, said Exchange leaders on post participated in the "Meet the Managers" program last year, an Exchange-wide initiative giving managers visibility within facilities and the community.
"We have an excellent management team here on Fort Drum," Sheppard said. "I do believe that maintaining the visibility of Exchange managers plays an important part in improving Exchange operations.
"An active and visible Exchange team builds relationship with customers," he added, "and we have some very loyal customers because of the relationships we have built and the things we do on a daily basis."
Despite nearly $100 million in total sales last year, the Fort Drum Exchange was required to enter the small category, because the competition is based on the number on staff -- 380 employees -- rather than sales volume.
"With an Exchange as large as we have -- and our total sales volume -- we could easily have been in the medium or large category," Limtiaco said. "I'm confident, if that was the case, we would have taken it anyway because of the criteria we have met."
The Fort Drum Exchange increased its bottom line by eight percent last year. By design, a majority of all Exchange earnings support the military community, such as the Army's Family and Morale, Welfare and Recreation.
Limtiaco said Fort Drum contributed about $1.6 million to FMWR activities last year.
Fort Drum's Exchange is made up of several elements, including the PX, Class Six, Reel Time Theaters, specialty express stores, and franchise restaurants such as Bur-ger King, Subway, Manchu Wok, Charley's Grilled Subs and Popeyes.
Some vendors, such as Dunkin' Donuts and Domino's Pizza, are concession operations that pay a fee to operate on post.
Limtiaco said that through several initiatives, including the renovation of the Class Six store and bringing Dunkin' Donuts to the Jack T. Sweet Complex, the Fort Drum Exchange sought to enhance the quality of life for members of the community.
"This year, especially with the return of 3rd Brigade (Combat Team), our goal is making sure we have the services the community needs," he said.
One project already under way is renovating the Mini Mall to expand the sales floor to offer greater cooler and freezer space.
The Fort Drum Exchange also has oversight of outlying facilities at locations in Rome, Syracuse, Rochester and Niagara Falls.
Formerly known as the Army and Air Force Exchange Service (AAFES), the Exchange is a 116-year-old joint military activity providing merchandise and services to active-duty, Reserve and National Guard members; military retirees; and their Families.
With more than 3,100 facilities and 43,000 associates around the world, the Exchange pays roughly two-thirds of its yearly earnings to Army and Air Force community support programs. Profits also add to the construction of new and improved Exchange facilities.
In the past 10 years, the Exchange has contributed more than $2.4 billion to quality-of-life programs such as Armed Forces Recreation Centers, youth services, arts and crafts, aquatic centers, golf courses and more.
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