4. Supply Uncertainty, Demand Planning, and Logistics Management at Goodwill Industries of Oklahoma

Chad W. Autry, Ph.D.

Introduction

When Heather Robertson and Chris Davis arrived for their weekly lunch at the Spaghetti Depot in the heart of Oklahoma City’s trendy Bricktown district, Heather’s mood was spirited, as always. Chris, on the other hand, seemed somewhat weary.

Since Heather had taken over as CEO of Oklahoma Goodwill Industries (OGI) in March of 2008, change had become the status quo. Within months of her hire, two of OGI’s 12 Goodwill retail shops had been closed, and were replaced by three smaller, leaner collection-only facilities—“attended donation centers” where a donor can make drop-offs but no merchandise is sold. Inventory ...

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