goodwill retail services - wisconsin center for ... · industries of southeastern wi & metro...
TRANSCRIPT
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Goodwill
Retail Services
Kaizen ProcessApplying PI principles in a not-for-profit
environment
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Today’s Objectives
• Goodwill Movement• Goodwill Industries of Southeastern
WI & Metro Chicago Overview• Retail Services Kaizen Journey• Recent Examples• Lessons Learned• Questions
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Movement
▪ Founded in 1902
▪ Boston, Massachusetts
▪ Edgar J. Helms, Methodist Minister
▪ Collection, repair andsale of donated goods
▪ Wages paid from the sale of those items
“Hand up, not a hand out”
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Industries of Southeastern WI & Metro Chicago
▪1919 Goodwills in Milwaukee and Chicago founded
▪1999 merged with Chicago Goodwill
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Industries of Southeastern WI & Metro Chicago
M I S S I O N
Goodwill provides training, employment, and supportive services for people with disabilities or disadvantages who seek greater independence.
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Industries of Southeastern WI & Metro Chicago
▪ Largest of 162 Goodwills in US and Canada
▪ Territory: 23 counties in Wisconsin and Illinois
▪ Programs or services at over 90 locations
▪ Diverse business operations
▪ Retail Services >3,000 employees
▪ Social Enterprise
▪ Operate businesses that either fund our mission, represent our mission, or do both
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Kaizen Journey
Getting Started
- Championed by leadership
- 3.5 day events @ each store
- Standardization of processes
- Weekly audits
Building Culture
- Annual events @ each store
- Annual deep clean - Classroom training
for new employees
Established Culture
- Practices embeddedin processes
- ‘This is how we dothings”
- eLearning for newemployees
Maintain & Grow
- Events as needed- Focus on support
and new processes- New process pilots
2000 Today
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Kaizen Journey
• Moving from quantity to quality – strategic impact• Extensive use of process piloting • Apply change management principles to all
significant projects and process improvements
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Communicating Kaizen
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Kaizen Toolkit
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Process Example - Ecommerce Ecommerce OperationsEfficiently collecting and shipping jewelry to sell online
- Process designed and implemented by a cross functional team incorporating lean kaizen concepts
- Implement and pilot and new process
- Collect stakeholderfeedback
- Kaizen event!- Cross-functional
team- Evaluate process
- Design future state
- Test changes- Standardize and
implement processchanges
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Process Example - Ecommerce Future State Model• Implement improved jewelry handling procedures• Increase product flow from stores to e-commerce• Reduced process steps, while maintaining product security• Reduce re-work and opportunities for error
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Process Example – New Outlet Store Outlet Store• Opened on July 27th in Sturtevant • Donated goods in bulk• Items are sold by the pound• Process changes
o Design efficient processes for “feeder” stores
o Communicate process changes to affected locations and to all of retail
o Next steps - evaluate in-store processes
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Lessons Learned
• Change management is key• Trust the process• Meet people where they are at• In an environment of limited
resources, focus on impact• Quantifiable gains
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Your Presenters
Peter LaBonteDirector of Performance Excellence, Goodwill Retail [email protected]
Carrie CyrManager, Training & Development, Goodwill Retail [email protected]
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Goodwill
Retail Services
Questions?
THANK YOU