Case Study

Case Study: A WINDOW ON LIFE

By Steven L. McShane, The University of Western Australia

For Gilles LaCroix, there is nothing quite as beautiful as a handcrafted wood-framed window. LaCroix's passion for

windows goes back to his youth in St. Jean, Quebec, where he was taught how to make residential windows by an

elderly carpenter. He learned about the characteristics of good wood, the best tools to use, and how to choose the

best glass from local suppliers. LaCroix apprenticed with the carpenter in his small workshop and, when the

carpenter retired, was given the opportunity to operate the business himself.

LaCroix hired his own apprentice as he built up business in the local area. His small operation soon expanded as the

quality of windows built by LaCroix Industries Ltd. became better known. Within eight years, the company

employed nearly 25 people and the business had moved to larger facilities to accommodate the increased demand

from southern Quebec. In these early years, LaCroix spent most of his time in the production shop, teaching new

apprentices the unique skills that he had mastered and applauding the journeymen for their accomplishments. He

would constantly repeat the point that LaCroix products had to be of the highest quality because they gave families a

“window on life.”

After 15 years, LaCroix Industries employed over 200 people. A profit-sharing program was introduced to give

employees a financial reward for their contribution to the organization's success. Due to the company's expansion,

headquarters had to be moved to another area of town, but the founder never lost touch with the workforce.

Although new apprentices were now taught entirely by the master carpenters and other craftspeople, LaCroix would

still chat with plant and office employees several times each week.

When a second work shift was added, LaCroix would show up during the evening break with coffee and boxes of

doughnuts and discuss how the business was doing and...