Good Goodwill will Retail Ser etail Services vices Kaizen - PowerPoint PPT Presentation

Good Goodwill will Retail Ser etail Services vices Kaizen Process Applying PI principles in a not-for-profit environment

Today’s Objectives • Goodwill Movement • Goodwill Industries of Southeastern WI & Metro Chicago Overview • Retail Services Kaizen Journey • Recent Examples • Lessons Learned • Questions

Movement ▪ Founded in 1902 ▪ Boston, Massachusetts ▪ Edgar J. Helms, Methodist Minister ▪ Collection, repair and sale of donated goods ▪ Wages paid from the sale of those items “Hand up, not a hand out”

Industries of Southeastern WI & Metro Chicago ▪ 1919 Goodwills in Milwaukee and Chicago founded ▪ 1999 merged with Chicago Goodwill

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.

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

Kaizen Journey 2000 Today Getting Started Building Culture Established Culture Maintain & Grow - Championed by - Annual events @ - Practices embedded - Events as needed leadership each store in processes - Focus on support - 3.5 day events @ each - Annual deep clean - ‘This is how we do and new processes store - Classroom training things” - New process pilots - Standardization of for new employees - eLearning for new processes employees - Weekly audits

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

Communicating Kaizen

Kaizen Toolkit

Process Example - Ecommerce Ecommerce Operations Efficiently collecting and shipping jewelry to sell online - Kaizen event! - Process designed and - Implement and - Test changes - Cross-functional implemented by a cross pilot and new process - Standardize and team functional team - Collect stakeholder implement process - Evaluate process incorporating lean kaizen feedback changes - Design future state concepts

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

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

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

Your Presenters Peter LaBonte Director of Performance Excellence, Goodwill Retail Services Peter.labonte@goodwillsew.com Carrie Cyr Manager, Training & Development, Goodwill Retail Services Carrie.cyr@goodwillsew.com

Good Goodwill will Retail Ser etail Services vices THANK YOU Questions?