Building the Frontline: Innovative Approaches That Work

It started with a quiet moment in the Annunciation Greek Orthodox Cathedral—a space built by MAREK craft professionals, now filled with light, history, and purpose. As Forum Lab participants stood beneath its vaulted ceilings, they weren’t just admiring architecture—they were witnessing the result of years of skill-building, mentorship, and a sense of pride in work. They heard stories of the challenges and the joy of building this beautiful space where thousands worship and gather for community events, and how the job superintendent, as he put it, brought young craft workers “under my wing and gave them all the knowledge I had gained over the years.”

The next day, during the panel with the Craft Academy team and the upcoming annual craft Competition, the energy grew stronger. Foremen, supervisors, and craft winners shared their journeys—some starting with no skills, others shaped by years of experience. One supervisor said, “We all want the same thing: meaningful work, a purpose in life, and a clear path forward.” That sentiment resonated throughout the Lab, reminding everyone why frontline development matters—not just for performance, but for people. People who live out and perform the mission of the business.

The 2025 Forum Benchmarking Lab, hosted by member MAREK at its Houston facility, brought together senior talent development leaders dedicated to creating a pipeline of future-ready, skilled employees, especially those on the front lines and without desks. MAREK, with its motto, “Strength from Within®,” exemplifies this approach. As Ralph Marek, one of the founding brothers, said: “A business is not a collection of facts and figures or assets and liabilities. A business is people.”

High-performance organizations (HPOs) are often recognized for high customer satisfaction. While many factors contribute, the most important are connected to the people—how quickly and effectively they deliver products or services. This means employees are skilled, engaged, and have opportunities to develop. However, this doesn’t happen on its own. Building an environment that enhances performance and promotes career growth is crucial. The lab gave Forum members a chance to see how MAREK, along with other Forum members, has developed programs that foster meaningful growth for frontline employees.

Throughout this more than two-day collaborative event, participants:

• Deepened their understanding of how different innovative talent development practices using a variety of performance enablers to align with their vision, mission, and values to improve frontline performance and, in turn, customer satisfaction

• Benchmarked a host organization to explore how its culture and history foster a “building from within” mindset that consistently provides opportunities for employees to grow and develop

• Expanded their professional network through engaging experiences and a variety of peer connections

What Makes the Forum Lab Unique?

Forum labs go beyond just conference sessions. They are deliberately designed to include activities before and after the in-person lab. Participants receive pre-lab emails to prepare and performance nudges afterward to enhance the experience’s impact. On-site, participants gained exclusive behind-the-scenes access to MAREK’s work environment, its products for customers, and the talent strategies that support career growth within the organization. Additionally, three other members—84 Lumber, Johnsonville Sausage, and Whole Foods Market—shared some of their innovative frontline practices.

The program, developed collaboratively with the host, included demonstrations, a tour of Annunciation Greek Cathedral, a panel discussion with Craft Academy staff and craft employees, small-group sessions for sharing and synthesizing information, and hands-on collaboration tools to foster curiosity, diverse perspectives, and practical insights. Members also observed the MAREK annual Craft Competition, a signature part of their Craft Academy.

All activities are led by member practitioners, reinforcing the Forum’s belief that “everyone is a teacher, everyone is a learner.” Activities are designed for real-world application, ending in a capstone project—an actionable plan members bring back to their team. The philosophy is: “It’s not just about the learning; it’s about the doing.”

Summary

Participants observed innovative practices firsthand through the annual craft competition and a tour of the Annunciation Greek Cathedral, where they saw a completed project. They heard from frontline employees both formally and informally. They also heard directly from their Craft Academy director, who led a panel of four foremen, supervisors, and craft winners. Their reactions captured what businesses aspire to instill in their employees: focus, purpose, growth potential; they love their work, and the people they work with support them. Time and again, we heard words like serve, give back, help others, and provide opportunities. We listened to a craft supervisor say, "We need confidence to overcome the fear of taking on new challenges." Everyone needs to play a part and be accountable for this to be a reality for everyone.” We heard numerous success stories of starting with no skills and building over time, and then moving into new roles.

We observed mutual love and respect across roles, ranks, and responsibilities. We heard how everyone in the company supports each other at work, but most importantly, during life and family events.

As a member so aptly wrote on LinkedIn about the MAREK experience: “Have you ever left a professional event feeling completely re-energized about why you do what you do? That was me walking away from the ATD Forum Fall Lab. It was incredible connecting with so many passionate professionals who share the same obsession: developing people and helping them thrive.”

The Lab wasn’t just about benchmarking practices—it was about putting values into action. From the cathedral tour to the craft competition, from peer-led sessions to heartfelt stories, participants saw what “Strength From Within” truly means. Members left with new ideas, stronger connections, and a renewed sense of purpose—ready to help others grow, give back, and create something lasting.