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What Goodwill Manufacturing learned from our customers

Posted by Mike Matus on October 8, 2015

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Goodwill Manufacturing, our contract packaging and assembly business unit within Goodwill Industries of Southeastern Wisconsin recently surveyed our customers. We wanted to gain a better understanding of how the services and business solutions we provide can add more value to their business and help them improve their bottom line. Aided by a tremendous response from our customers, here is a sampling of what we learned.

Quality:
Goodwill Manufacturing learns a lot from our customersMeasured 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.

Customer comments:
 “Goodwill has been an excellent service provider to us. Utilizing Goodwill has allowed us to better leverage what we do best — which is manufacturing, not necessarily packaging.”

“Goodwill has always worked to meet my production quantities and timing needs by either moving jobs to another plant or hiring temps. They do what it takes to get the job done!”


Customer Service and Sales: Measured four (4) key attributes – ethics and integrity, product knowledge, ease of contact and understanding customer specific issues and needs. Our rankings in this area ranged from 88% - 90% customer satisfaction.

 
Customer comments:
“The high level of service provided by Goodwill is the primary reason we continue to strategically look for growth opportunities between our companies.”

“I wish ALL of my suppliers were as professional, respectful and efficient as you! Thanks for being a super partner.”


Focus for improvement: Our information systems to provide real time customer data and improve our logistics & fulfillment capabilities.

 
This will be a major area of focus for us as we move into 2016.  We have identified our partner in this effort along with the information system we want to incorporate(More details to come as we finalize our 2016 planning).


Finally, we asked our customers to respond to the following question:  Does your relationship with Goodwill Manufacturing provide you with a competitive advantage? We felt this was a very important question. Many suppliers can complete a project, but we like to focus on providing as many solutions to their needs as we can. Whether it is product rework and inspection, logistics, fulfillment and/or talent acquisition through staffing service, Goodwill TalentBridge we work to provide an end to end solution for our customers. We learned that over 83% of our customers felt that they gained a clear, competitive advantage by working with Goodwill Manufacturing.


We were quite pleased with all of the results, but we still strive to improve our operations each year. To me, 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. And we must run an excellent business which adds value to our customer’s bottom line.


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.




Written by Mike Matus

Mike Matus joined Goodwill Industries of Southeastern Wisconsin in January, 2013 as the Vice President of Sales & Strategic Solutions. Mike’s responsibilities include the development of an integrated Employer Outreach / Business Development strategy across the entire organization. In his role, Mike works closely with the Mission Operations staff of Goodwill TalentBridge, Goodwill Laundry, Goodwill Manufacturing, Goodwill DataShield and Mission Services to drive and coordinate business development efforts to expand the Mission of Goodwill. Mike has spent over 20+ years in executive sales management in varied industries including: Packaging, Graphic Arts and Metal fabrication. Most recently, he was the Vice President of Sales & Marketing for J.L. Clark, a Clarcor company, specializing in custom metal and plastic packaging. He has served on several boards and received his Bachelor’s degree from Illinois State University. Mike is currently a member of the MMAC, Executive Agenda, ACG and SAMA organizations.
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