CS 5 – Management Development
The Scenario: A hunger program needs to improve efficiency in order increase capacity.
Organizational Profile: A program with $1M+ budget, a volunteer corps of 100+ individuals, and a clientele of thousands.
Outcomes: Morale improved, costs controlled, program objectives doubled.
Moving from Confusion to Efficiency
Founded by a dynamic leader with the backing of an enthusiastic but small parish church, this service project quickly grew to become one of its city’s most well known and largest hunger programs. In just a few years, it had gone from serving 35 people three days a week to over 700 people five days a week.
The fast pace of the growth, however, had also made for an increasing level of confusion in its operations. Food was spoiling in the store rooms. Volunteers were getting in the way of each other. Over-time hours worked by the kitchen crew were straining the already tight budget.
Entering the situation as Managing Director, I first learned everything I could about daily procedures (or the lack thereof). How were supplies received? Who managed volunteers and how? Why were crew members scheduled the way they were? When these initial observations were complete, I then reviewed them with the pertinent parties, asking the basic question over and over again: How could the task be done better (meaning more simply or smoothly or quickly or inexpensively)? These conversations laid the groundwork for a gradual but extensive overhaul of operations, cultivating the critical “buy-in” by those needing to effect the necessary changes and, indeed, refining the plan itself.
Over the next several months, forms (many forms!) were created; schedules were adjusted; position descriptions were written and re-written; and staff meetings held. Menus were regularized which in turn allowed for more efficient stewardship of food.
The results of the operational overhaul touched everyone. The morale of staff and volunteers improved. Costs were controlled. And most importantly, more people were fed in the same time frame. In fact, the daily number of people served was doubled, thus making the program the largest of its kind in its area.
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