Goodwill Manufacturing, our contract packaging and assembly business unit within Goodwill Industries of Southeastern Wisconsin recently completed our second annual customer survey. It is so critical to our success that we continually evaluate how we can improve our services to better meet the needs of our customers. I wanted to share the feedback we received, as well as our focus for 2017.
Quality: Measured five (5) key attributes – product quality, responsiveness, corrective action process, customer focused issue resolution and our product quality compared to other suppliers. Our rankings ranged from 92% - 98% customer satisfaction. These results were almost identical to last year’s scores and reflect our commitment to ongoing improvement.
FOCUS FOR 2017: Attain ISO 9001:2015 and a new standard, ISO 22000:2005. ISO 22000:2005 specifies requirements for a food safety management system in which an organization in the food chain needs to demonstrate its ability to control food safety hazards in order to ensure that food is safe at the time of human consumption.
Service: Measured our ability to customize our service to meet your needs. Our score in the Good to Excellent category = 96.55%. This is always a key focus for us and will continue to be as we look to 2017.
FOCUS FOR 2017: Based on your comments relative to customer service, our information systems need to provide real time customer data and help improve our logistics and fulfillment capabilities. This will be a major area of focus for us as we move into 2017. We have identified our partner in this effort along with the information system we want to incorporate. More detail to come as we finalize our 2017 planning.
What capabilities should we expand to better serve your needs? We felt this was a very important question and will help drive our long-term strategy. The top three choices: Warehousing, Logistics Management and Industrial Assembly.
FOCUS FOR 2017: We currently perform these services but we understand the need to expand our capabilities. As 2017 unfolds, I will keep you apprised of the changes we are making internally to help drive the expansion of these capabilities. It’s extremely gratifying to engage with customer/partners who value our Mission and the impact we have on our community and the people we serve. However, we never lose sight of the fact that we must run an operationally excellent business which adds value to our customer’s bottom line.
Thank you for your participation and feedback from our annual survey. We had a tremendous response rate for which we are very grateful. Your responses will help us continue to improve our overall business capabilities and focus on key areas for improvement.
We will again be asking for your feedback in 2017 to guide us through the year. We want to know what our customers think and how we can continue to respond to your needs. Thank you in advance for participating in that survey. I will be sure to continue to provide quarterly updates on our progress.
I invite you to engage with us to gain these benefits for your company while helping us improve the lives of the people we serve at Goodwill. Feel free to contact me at Michael.Matus@goodwillsew.com.