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

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 embedded

in processes

• ‘This is how we do

things”

• eLearning for new

employees 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 Operations Efficiently 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 stakeholder

feedback

• Kaizen event!
• Cross-functional

team

• Evaluate process
• Design future state
• Test changes
• Standardize and

implement process changes

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
• Design efficient processes for

“feeder” stores

• Communicate process changes to

affected locations and to all of retail

• 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

Questions?

THANK YOU