Case Study: Goodwill Industries International, Inc.

Lozi_Week6Case

My Name

Service Management

Date, 2012

Instructor Name

Lozi_Week6Case

Case 14.1 Goodwill Industries International, Inc.

Introduction

Goodwill Industries International, Inc. is an organization that helps individual Goodwills with resource issues, national marketing campaigns, executive search information, and federal legislative lobbying. Goodwill is a not-for-profit organization that provides jobs and training for people with disabilities, lack education, job experience, or are faced with unemployment or work challenges. They are primarily community centered and focused. Over the years, although they have suffered set backs here and there due to the changing economy and increased competition, they have managed to stay in the game and grow, making continued profits. Their concern now is how to effectively and efficiently continue to sustain growth in the ever changing marketplace.

Goodwill’s Customers

Local community citizens are Goodwill’s shoppers. People looking for deals, thrift shoppers, people with lower incomes, people who shop because they want to help, those who donate because they want to help, those who donate because they hate to throw away something they know still has value, those who donate because they want receipts to show the IRS at tax time, those who care. Friends and families of people that Goodwill has helped in the past, or are helping now. Local communities make excellent customers because on the smaller level, people take pride in making a difference too.

Goodwill’s Customers Demographical Change over Time

The company was founded in 1958 in Central Texas as a small retail operation with four staff members who wanted to make a difference and started a Vocational Services Center. They have grown over the years so that not just one small community is involved in fulfilling their mission, but there are now 184 Goodwills in North America and 237 Goodwills throughout the world....