Embed Size (px)
Citation preview
Goodwill
Retail Services
Kaizen ProcessApplying 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 andsale 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
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
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 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
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 LaBonteDirector of Performance Excellence, Goodwill Retail [email protected]
Carrie CyrManager, Training & Development, Goodwill Retail [email protected]
Goodwill
Retail Services
Questions?
THANK YOU
