Final Draft of Strategic Plan 2005-2010, Friendship Industries

Friendship is more valuable than ever….

Strategic Planning 2005-2010

Mission Statement

Friendship Industries develops and maintains employment and training opportunities

for persons with disabilities

in integrated work environments.

Values StatementFriendship Industries believes in and values…..

Accountability – to our clients, to our customers, to our community and the global market, to ourselves and to our organization.

Empowerment – from within each individual and for the organization as a whole. We value self-sufficiency and educating ourselves as well as educating the community on contributions we make.

Innovation – in our support services and allocation of resources, in our problem-solving capabilities, in our products and services and in future-thinking for our success.

Respect – for everyone, especially recognizing and understanding individual abilities and challenges.

Shared Corporate Culture – in all we do, we work cooperatively as a team to achieve excellence for our organizational purpose.

The Vision for Friendship2010

Friendship’s Mission will be fulfilled with consistent work

every day for every employee.

Individual decision-making, accountability and general respect for

all will be the Friendship Culture.

Our Vision includes:

• Organizational Excellence

• Sales & Marketing Excellence

• Commercial Operations Excellence

• Rehabilitation Excellence

• Development Excellence

• Formal Written Processes for all functions will be readily accessible through a state-of-the-art Information Technology System. This will allow for Automated Production Tracking of employee hours and productivity creating an ease of analysis. Formal Inventory Control will further allow instant access of goods and Work in Process.

Organizational Excellence


• Friendship will have established an Employee Package that provides the highest level of benefits with competitive wages for all. All levels of employees will be under the umbrella of a Human Resource Department.


• Friendship will provide to all employees open, honest communication, with a consistent message in a team environment.


• An emphasis on Organizational Awareness will allow our employees to be informed on the past, present and future of Friendship.


• Professional Development will be a high priority as a Structured Succession Plan evolves for the Management Team.


• Fiscal Responsibility will be evident in all of our plans and actions.

Sales & Marketing Excellence

• A dual Marketing Plan establishes a link between Commercial & Rehabilitation Departments aiding in our quest for success.

Sales & Marketing Excellence

• An elite Customer Service Department works hand-in-hand with expanded Commercial & Governmental Business Development Departments.

Commercial Excellence

• Through a Structured Plan for Expansion, Friendship will be operating at full capacity utilizing a fully integrated workforce.


• Commercial Divisions will act as stand-alone, trackable Profit Centers.


• Customer care is our number one priority.

Rehabilitation Excellence

• Friendship will stay on the cutting edge as an Employment Service Organization.

Rehabilitation Excellence

• Performance and productivity will be increased by our Rehab Engineering Department, Client Computer and Virtual Reality training. Practical solutions will provide accommodation for all persons with disabilities.

Development Excellence

• The services provided by Friendship Industries will be a priority investment within our community.

Development Excellence

• A Ten Million Dollar Endowment will ensure the future of Friendship for decades to come.

Key Customers

• Clients, Graduates, Placements

• Sponsoring agencies/purchasers

• Staff

• Mailing & Fulfillment Customers

• Contract Packaging Customers

• Contract Manufacturing Customers

• Federal & State Government

Key Stakeholders

• Board of Directors

• Caregivers

• Donors

• Local Community & Local Government

• State and Federal Agencies

SWOT Analysis

• We review the Strengths and Weaknesses of our organization as well as look at the greater community, state, nation and world with respect to threats and opportunities that might affect us.

Key Result Areas - 2005

• Employment for the Disabled

• Job Training and Career Development• Strategic Planning (Future Thinking)

• Organizational & Personal Accountability

• Technological Expertise

• The Branding of Friendship

• Innovative Problem Solving

Major Category of Key Customer/Stakeholder Requirements Necessary for us to address to be successful.

Key Result Area Employment for the Disabled

Clearly, this KRA is of prime importance to the success of Friendship.

It is our mission. We seek consistent work, every day, for every employee.

Our Key Customers are our Clients, Graduates and PlacementsOur Strengths: 1. A Management Team with 72 years combined experience. We have a staff dedicated to

our mission and our employees.

2. We serve all type of disabilities and accommodations are taken seriously and addressed. We provide placement and job coaching services for qualified candidates who choose this option.

3. With a fully accessible physical plant, we have a wealth of resources available now and in the future. There is room on the present campus for expansion. Financially sound, we

are able to investigate new opportunities as they arise.

4. We have a strong customer base and excellent working relationships with our sponsoring referral agencies and purchasers. A pro-active sales effort is achieving expanded name recognition and increased sales. We are creative problem solvers.

5. We offer a competitive wage and benefit package as compared to our peers. We have very low staff turnover.

6. Our supervisory structure of Production Supervisors with production backgrounds and Rehab Supervisors with social services backgrounds is superior to our peer organizations.

Key Result Area

Employment for the DisabledClearly, this KRA is of prime importance to the success of Friendship.


Our Key Customers are our Clients, Graduates and Placements

Our Weaknesses: 1. There is no succession plan in place for the Management Team.

(Part One) 2. A feeling of a lack of communication and training pervades all levels of staff.

3. The lack of written processes causes many internal issues of clarity. There is no Quality Management System in place.

4. An effective, accessible information system is not in place to effectively distribute needed information.

5. The costs associated with transportation supports and needs of our clients continue to be areas of concern.

6. Work is not always available for the lowest functioning workers.

7. Funding shortfalls continue to plague all rehabilitative programs.

8. Clients are sometimes resentful of production aides working when they are not.

Key Result Area



Our Key Customers are our Clients, Graduates and Placements

Our Weaknesses: 9. New business development is limited by resources available.

(Part Two) 10. There is no comprehensive written marketing plan.

11. The community does not have a clear perception of our commercial capabilities.

12. There is a lack of structured training programs.

13. There is limited staff involvement in training.

14. Human resource functions are not adequately staffed.

Key Result Area



Our Key Customers are our Clients, Graduates and PlacementsOur Opportunities: 1. Advertising budgets are growing again.

2. Partnerships with private industry are increasing. There are a number of local expansions worth noting: Tactical supplies, Wal-mart DC, New RMH campus, Target Retail, Morningstar Foods, Public Warehousing.

3. Mail order and internet commerce continues to expand rapidly, most notably Ebay.

4. Overseas companies are looking for domestic distribution outlets. There is no local Free Trade Zone.

5. Contract and modular manufacturing are on the increase.

6. Agricultural Resource Services have a $200 million budget to research waste conversion. We sit in the Chesapeake Bay Watershed.

7. People are drawn to purchasing from socially conscious entities.

8. Public transportation is improving so clients have better access to get to work.

9. Economic Development is possible with renewed local airport connection to DC.

10. Training is available to us at little or no cost. (SBDC, NISH, Community Colleges & Universities, other associations)

Key Result Area



Our Key Customers are our Clients, Graduates and PlacementsOur Threats: 1. Locally, the area is losing its manufacturing base as more products are being outsourced

to China & Southeast Asia.

2. Global Competition is a reality.

3. Commercial customers demand more done, in less time, for less money, or they move on.

4. There is very little loyalty on the part of customers.

5. There is an increasing demand from key customers for annual cost reviews resulting in lower prices to them.

6. Customers want more detail and real-time information with no increase in price.

7. There is reduced demand from some existing customers.

8. Prospecting is a major challenge in today’s electronic business environment.

9. Mailing competition is outpacing us in technology and mailing equipment.

10. Local competition is increasing for both commercial work and our client base.

11. Pending legislation threatens budgets for DRS program and Medicaid.

Key Result Area

Job Training and Career DevelopmentWithout consistent training, the vision of professional development as a Key Result will be hindered. We recognize that staff development is essential to our success.

Our Key Customers are our Clients, Graduates, Placements and Staff.

Our Strengths: 1. A Management Team with 72 years combined experience.

2. We are blessed with an experienced, dedicated staff who succeed in a growing, cohesive environment.

3. Our employees are our strength.

4. By serving all levels of disabilities, accommodations are taken seriously and addressed.

5. We are creative problem solvers.

6. We offer a competitive wage and benefit package as compared to our peers.

7. We have low staff turnover.

8. Staff wants to do a good job.

9. We’re willing to look at our weaknesses and improve upon them

10. There is a high level of intelligence, degreed or not-degreed, among staff.

Key Result Area


Our Key Customers are our Clients, Graduates, Placements and Staff.Our Weaknesses: 1. There is no structured succession plan for management.

2. Management often starts projects, but never brings them to completion.

3. There is the perception that management has persons, policies and subjects that they avoid addressing and some things are not delegated.

4. A feeling of a lack of communication and training pervades all levels of staff. There is a lack of structured training programs.

5. Guilty of assuming too much, decisions are sometimes made without all the facts.

6. There is a perception that some staff are too empowered or accommodated and not held accountable for their actions.

7. The lack of written processes causes many internal issues of clarity. The lack of written processes causes many internal issues of clarity. There is no

Quality Management System in place.


9. There is limited proactive staff involvement in training. We don’t allow ourselves the time and effort it takes.

10. There is no correlation of training expectations to performance evaluations.

Key Result Area



Our Opportunities: 1. Partnerships with private industry are increasing.

2. NISH provides free training both on the Web and at their headquarters.

3. There is increased accountability required from our Stakeholders.

4. University research projects are ongoing.

5. There is a community-wide movement to more collaboration.

6. There are advisory coalitions being formed on many different levels; example: SHRM will advise NP’s, pro bono, on policies and procedures

Key Result Area



Our Threats: 1. Global competition is a reality.



4. Mailing competition is outpacing us in technology and expertise; mail usage is changing.

5. Local competition is increasing.

6. With rapid technology changes, agencies are constantly behind the learning curve; planned and/or inevitable obsolescence is key.

7. There is increasing competition from our peer non-profits for available resources.

8. There are not enough hours in the day or days in the week to get it all done.

Key Result Area

Strategic Planning (Future Thinking)The key to our future success is our ability to plan proactively. Through Strategic planning, Visioning and Future Thinking we take the necessary steps to avoid reactionary management.

Our Key Customers / Stakeholders are Staff, Board of Directors, Donors, Local Community and Local Government.

Our Strengths: 1. With over 72 years of combined CRP management experience, the team remains committed to listening and learning through an open door policy. They are truly Mission-driven.

2. We are blessed with an experienced, dedicated and qualified staff who succeed in a growing, cohesive environment.

3. Financially sound, we are able to investigate new opportunities as they arise.

4. With a proven track record of 40 years and a positive community image, we have a strong customer base and excellent working relationships. A pro-active sales effort by our Dir. Of Sales & Marketing is achieving expanded name recognition and increased

sales.

5. We are creative problem-solvers.

6. We have a pro-active development effort by our Director of Development.

Key Result Area



Our Weaknesses: 1. There is no structured succession plan for the management team.

2. Projects are often started, but never brought to completion.

3. A feeling of a lack of communication and training pervades all levels of staff. Guilty of assuming too much, decisions are sometimes made without all the facts. There is a perception that some staff are too empowered or accommodated and not held accountable for their actions.

4. The lack of written processes causes many internal issues of clarity.


6. New business development is limited by resources available.

7. There is no comprehensive written marketing plan.


9. There is no compelling reason for major donors to look at us.

Key Result Area



Our Opportunities : 1. America is graying. 55+ now have $2.4 trillion in buying power.

(Part One) 2. Hispanic households are growing 3 times faster than US average.

3. Christian consumers have a retail industry of $3.75 billion annually. Christian conservative growth has been driven by direct mail over the past 30 years.

4. Partnerships with private industry are increasing.

5. Mail order and internet commerce continue to expand.

6. See commercial opportunities for more specifics.

7. There is increased accountability required from agency stakeholders.

8. Independent business owners and local individuals make a point to support local charities.

Key Result Area



Our Opportunities : 9. Affirmative industries are seen as socially acceptable.

(Part Two) 10. There is an increase in CRP mergers and acquisitions.


12. Local transportation needs are expanding.

13. There is a community wide movement to more collaboration.

Key Result Area



Our Threats : 1. Ever increasing costs of health care.

(Part One) 2. Litigation is an all-time high.

3. Deficits and debt threaten our economic well being.

4. Social Security, Medicare and Medicaid are subject to cuts and reform.

5. Area is losing it’s manufacturing base.

6. Global competition is a reality.

7. Customers want more detail and information.

8. See commercial threats for more detail.

9. Some community members have a negative view of non-profits competing in the private sector.

10. Disability-ism (the stigma persons with disabilities attach to working with other disabilities)

Key Result Area



Our Threats : 11. There is increasing competition for available resources from our peer non-profits.

(Part Two) 12. Fast-paced lives are suffering from information overload making it difficult to promote a cause.

13. There is heavy competition for local available funding such as United Way. 14. Changing tax laws affect charitable giving.15. There is a decline in Federal supports for programs. 16. With rapid technology changes, agencies are constantly behind the learning curve. 17. Federal and State Government continue to view CRP’s as not being an acceptable outcome.

18. More CRP mergers and consolidations are occurring. 19. There is still a stigma surrounding the disabled. Many people remain uncomfortable

in social settings.

Key Result AreaOrganizational & Personal Accountability

Within Friendship there is a strong sense that we must continue to cultivate a level of support from the community by demonstrating social responsibility in accomplishing our mission. This accountability carries over into every phase of our business philosophy fostering a feeling of corporate and personal responsibility for all of our actions.

Our Key Customers / Stakeholders are all Employees, Board of Directors, Donors, Local Community and Local Government.

Our Strengths: 1. With over 72 years of combined CRP management experience, the team remains (Part One) committed to listening and learning through an open door policy. They are truly

Mission-driven.

2. We have attracted an experienced, dedicated and qualified staff who succeed in a growing, cohesive environment.

3. We are good stewards of our assets in accomplishing our mission.

4. With a proven track record of 40 years and a positive community image we have a strong customer base and excellent working relationships.






Our Strengths: 7. The commitment to a real “people” mission is evidenced by loyalty and very low (Part Two) turnover. We want to do a good job.

8. Our employees are our strength. By serving all levels and types of disabilities, accommodations are taken seriously and addressed.

9. We have good relationships throughout the community. We have a positive image in the community and are respected for our mission.

10. We have a pro-active sales effort by our Director of Sales & Marketing.

11. We have very low staff turnover.




Our Weaknesses: 1. There is limited staff involvement in training opportunities.

2. Human resource functions are not adequately staffed.

3. The community does not have a clear perception of our capabilities.



6. A feeling of a lack of communication and training pervades all levels of staff.

7. Guilty of assuming too much, decisions are sometimes made without all the facts.


9. There is a perception that the Management Team has persons, policies and subjects that they avoid addressing.

10. Projects are often started, but never brought to completion.




Our Opportunities: 1. People are drawn to purchasing from socially conscious entities.

2. There is increased accountability required from all stakeholders.

3. Affirmative industries are seen as socially acceptable.





Our Threats: 1. Some community members have a negative view of non-profits competing in the private sector.

2. There is increasing competition for available resources from our peer non-profits.

3. Fast-paced lives are suffering from information overload making it difficult to promote a cause.

4. There have been a number of scandals revolving around non-profits, both financially and ethically.

Key Result AreaTechnological Expertise

In order for Friendship to succeed over the next five years we must put ourselves in a position of technological superiority. Knowing that dissemination of information is critical to success we understand the seriousness of this endeavor.

Our Key Customers / Stakeholders are Commercial Customers, all Employees and Federal & State Government, Sponsoring Agencies/Purchasers, Board of Directors, Caregivers, Donors, Local Community & Local Government.

Our Strengths: 1. With over 72 years of combined CRP management experience, the team remains committed to listening and learning through an open door policy. They are truly Mission-driven.

2. We have attracted an experienced, dedicated and qualified staff who succeed in a growing, cohesive environment.



5. Our IT consultants are top notch.




Our Weaknesses: 1. Projects are often started, but never brought to completion.

2. A feeling of a lack of communication and training pervades all levels of staff.



5. No formal receiving or inventory control program further complicates the flow of information.

6. There is a lack of structured training programs

7. There is limited staff involvement in training.




Our Opportunities: 1. Partnerships with private industry are increasing.

2. Web usage for accessing information is outpacing any other media.


4. Free NISH training available for all CRPs.




Our Threats: 1. Credit card debt, the enormous federal deficit and the weak dollar threaten our economic well-being.

2. Global competition is a reality.


4. Mailing competition is outpacing us in technology and equipment; mail usage is changing.


6. With rapid technology changes, agencies are constantly behind the learning curve.

7. Easy access to information generates privacy issues.

.

Key Result AreaThe Branding of Friendship

We know that the time has arrived for an all out assault on branding Friendship. Be it commercial, social, governmental, we want the name “Friendship” to be synonymous with success in providing employment for persons with disabilities.

Our Key Customers / Stakeholders are all Employees, Commercial Customers, Federal & State Government, Sponsoring agencies/purchasers, Donors and Local community & government.

Our Strengths: 1. With over 72 years of combined CRP management experience, the team remains (Part One) committed to listening and learning through an open door policy. They are truly

Mission-driven.




5. Our employees are our strength.

6. By serving all levels and types of disabilities, accommodations are taken seriously and addressed. We provide placement and job coaching for qualified candidates who choose this option.




Our Strengths: 8. With a proven track record of 40 years and a positive community image we have a (Part Two) strong customer base and excellent working relationships.

9. A pro-active sales effort by our Dir. Of Sales & Marketing is achieving expanded name recognition and increased sales.

10. We have good relationships throughout the community. We have a positive image in the community and are respected for our mission.


12. We have a good, honest working relationship with our sponsoring agencies / purchasers.







4. Work is not always available for our lowest functioning workers.

5. Clients are sometimes resentful of production aides working when they are not.

6. There is no comprehensive marketing plan.

7. Customer Service in its current form can impair empathy to the customer’s needs and hinder results.



10. Financial security for the future is lacking.

11. Parents and care-givers do not really know us.




Our Opportunities: 1. Web usage for accessing information is outpacing any other media.

2. Partnerships with private industry are increasing.


4. People are drawn to purchasing from socially conscious entities.

5. Independent business owners and individuals make a point to support local charities.

6. Affirmative industries are seen as socially acceptable.





Our Threats: 1. Global competition is a reality.


3. There is reduced demand from some existing customers.

4. Prospecting is a major challenge in today’s electronic business environment.

5. Mailing competition is outpacing us in technology and equipment.


7. Some community members have a negative view of non-profits competing in the private sector.


9. Fast-paced lives are suffering from information overload making it difficult to promote a cause.

Key Result AreaInnovative Problem Solving

In order for us to compete in a Global Marketplace Friendship must be known as a place to go for solutions. Merely filling orders will not take us to the next level. Innovative problem solving must become a mindset at Friendship.

Our Key Customers / Stakeholders are Commercial Customers, Federal & State Government, Sponsoring agencies/purchasers, Donors and Local community & government.

Our Strengths: 1. With over 72 years of combined CRP management experience, the team remains committed to listening and learning through an open door policy.


3. With a fully accessible, superior physical plant, FI has a wealth of resources available for now and the future. There is room on the present campus for significant growth.


5. With a proven track record of 40 years and a positive community image we have a strong customer base and excellent working relationships. We are creative problem- solvers.





(Part One) 2. A feeling of a lack of communication and training pervades all levels of staff. Guilty of assuming too much, decisions are sometimes made without all the facts.




6. No formal receiving or inventory control program further complicates the flow of information.

7. Funding shortfalls continue to plague all rehabilitative employment programs.




Our Weaknesses: 8. New Business Development is limited by resources available.

(Part Two) 9. There is no comprehensive written marketing plan.

10. Customer Service in its current form can impair empathy to the customer’s needs and hinder results.



13. Parents and caregivers do not really know us.

14. There is a lack of structured training programs. There is limited staff involvement in training.




Our Opportunities: 1. Advertising budgets are growing again.

2. Partnerships with private industry are on the increase.

3. Mail order and internet commerce continues to expand rapidly, most notably Ebay.

4. Web usage for accessing information outpacing any other media.

5. Overseas companies are looking for domestic distribution outlets.

6. There is no local Free Trade Zone.


8. Agricultural Resource Services have a $200 million budget to research waste conversion. We sit in the Chesapeake Bay Watershed.

9. University research projects are on-going.

10. Local transportation needs are expanding.

11. Free NISH training available.

12. There is a community-wide movement to more collaboration.




Our Threats: 1. Litigation is at an all time high.

(Part One) 2. Locally, the area is losing its manufacturing base as more products are being outsourced to China & Southeast Asia.

3. Global Competition is a reality.


5. There is very little loyalty on the part of customers.

6. There is an increasing demand from key customers for annual cost reviews resulting in lower prices to them.

7. Mailing competition is outpacing us in technology and mailing equipment.

8. Merlin (barcode documentation) is costing mailers thousand of dollars in penalties.





Our Threats: 10. Business mergers, resulting in relocation of corporate headquarters out of the area, (Part Two) complicate support of local charities.

11. There is heavy competition for local available funding such as United Way.

12. Changing tax laws affect charitable giving.

13. There is a decline in Federal supports for programs.

14. With rapid technology changes, agencies are constantly behind the learning curve.

15. Federal and State Government continue to view CRPs as not being an acceptable outcome.

Critical Strategic Issues

What are the Critical Few Strategic Issues that Must be accomplished over the next few years in order for Friendship to achieve Excellence?

CRITICAL STRATEGIC ISSUES

Employment for All (FI) Persons with Disabilities

Training and Career Development The Marketing of Friendship Industries

New Business Development

MISSION

VISION

Consistent Work. Every Day.

For Every Employee.

Quality Management System

EMPLOYMENT FOR ALL (FI)

PERSONS WITH DISABILITIES

THE MARKETING

OF FRIENDSHIP

NEW

BUSINESS

DEVELOPMENT

TRAINING AND CAREER

DEVELOPMENT


Consistent Work. Every day. For every Employee.

This is our Mission. Above everything else we are about, this is Critical to our existence and

must be accomplished.


Employment for All (FI) Persons with Disabilities

Corporate Training and Employee Development is essential to our overall success.

Organizational and Personal Accountability for exceeding expectations should become a way of life.


TRAINING AND CAREER DEVELOPMENT

A Comprehensive Marketing Plan is required to make the name Friendship

synonymous with Quality and High Customer Satisfaction.


THE MARKETING OF FRIENDSHIP

In order to accomplish our Mission, we must create New Business Opportunities

that reflect the Diversity of Operations that we desire.


NEW BUSINESS DEVELOPMENT

Under-girding all of these CSIs is implementation of a Quality Management System.

Why a Quality Management System?


QUALITY MANAGEMENT SYSTEM

Connected to the Past – Partnering for the Future

Why a Quality Management System?

Implementation of a QMS emphasizes the importance of:

Understanding your core business processes and objectivesUnderstanding and meeting customer requirements

The need to consider processes in terms of added valueDeveloping a defined business operational system, and documenting it, to

ensure consistency, repeatability, and added value of processesMeasuring results of process performance and effectiveness

Continual improvement of processes, based on objective measurement

PLAN – DO – CHECK - ACT



EMPLOYMENT FOR ALL (FI)PERSONS WITH DISABILITIES

OBJECTIVES: Consistent Work. Every day. For every Employee.

INITIATIVES:1. Create written processes for all functions of:

a. Client Job Trainingb. Client Evaluationc. Client Selection Criteriad. Supervisor and Client Accountability

2. Begin evaluation and process improvement after completion of #13. Study Improvements in Information Systems to provide information in

a more accessible and timely manner.4. Begin Feasibility Study for changes in Standard Operating Procedures

for Lower Functioning Clients.5. Work closely with New Business Development and Marketing

Initiatives to coordinate efforts.



TRAINING AND CAREER DEVELOPMENT

OBJECTIVES: Promote and Support:1. Training for Employee Development2. Personal & Organizational Accountability

INITIATIVES:1. Implement a Leadership and Team Building Program for Friendship.

2. Task Force to investigate / initiate a Performance Based Annual Review structure.

3. Study changes needed in Information Technology to aid facilitation of the learning process as well as ease of accessibility of current and future documentation.



THE MARKETING OF FRIENDSHIP

OBJECTIVES: To educate and communicate to our customers and stakeholders our values, mission and vision through a Comprehensive Marketing Strategy.

INITIATIVES:1. Create a Marketing Plan and Budget for 2005-06 which should include

dollars and people resources.2. Create Communication Style Standards to provide consistency in the

our message and educate all employees in its use.3. Conduct Feasibility Study on Sales & Marketing and Development

Department Human Resource Requirements including the practical use of volunteers.

4. Launch new, professional, user-friendly Website, Spring, 2005.5. Create and launch Friendship Ambassadors Program to educate all

employees on the Friendship Message helping all to feel a part of the Vision.



NEW BUSINESS DEVELOPMENT

OBJECTIVE: Create New Business Opportunities reflecting the Diversity of Operations desired.

INITIATIVES:1. Initiate Senior Management search for New Business Opportunities

based on our list of Desirable Features.

2. Review current business offerings for continuance, profitability and return on investment.

3. Implement feasibility study of a Business Advisory Group.

4. Work closely with Marketing and Employment Initiatives to coordinate efforts.

New Business Development Desirable Features• Client Friendly Business• A maximum number of clients employed• Working hours that will coincide with clients’ abilities• Should be a proper environment for our clients• Diverse range of disabilities served/employed• A long term operation with learnable, familiar processes• Presents a Realistic Financial Picture• Realistic and obtainable business plan• Does not compete with local, for profit, business in an unfair way• Start up costs are reasonable for the expected return• A good return on our investment• Economically Neutral• Familiar & Complementary • Complementary to our current business units• Fits with our current and future plans for our physical plant(s)• Should be a socially conscious entity• A business that we can add value to• A base of previous experience is available in the community

New Business Development Undesirable Features

• Low number of clients employed

• Perceived demeaning jobs

• Another “job shop” business model

• Physically Challenging work

• End user business is constantly asking for price improvement

• Commodity work with no value added

• An elastic market product (customers can live without in tight economy)

• Staff or supervision intensive

• High stress level

• An overly mature business that has passed its prime

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FEASIBILITY STUDY FOR CHANGES IN SOP’S FOR LOWER FUNCTIONING

CLIENTS

STRATEGIC INITIATIVES TIMELINE – EMPLOYMENT FOR ALL (FI) PERSONS WITH DISABILITIES

CREATE WRITTEN PROCESSES FOR CLIENT TRAINING, EVALUATION, SELECTION & ACCOUNTABILITY.

BEGIN PROCESS IMPROVEMENT ON PREVIOUSLY WRITTEN PROCESSES

STUDY INFORMATION SYSTEMS IMPROVEMENTS

OBJECTIVE: Consistent Work. Every Day. For every Employee.

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IMPLEMENT LEADERSHIP & TEAM BUILDING PROGRAM

STRATEGIC INITIATIVES TIMELINE – TRAINING AND CAREER DEVELOPMENT

TASK FORCE TO INVESTIGATE PERFORMANCE BASED ANNUAL REVIEW STRUCTURE

IMPLEMENT NEW ANNUAL REVIEW STRUCTURE

STUDY INFORMATION SYSTEMS IMPROVEMENTS TO AID LEARNING PROCESS & EASE OF ACCESSIBILITY

OBJECTIVE: Promote & Support – 1. Training for Employee Development. 2. Personal & Organizational Accountability

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Launch New Web

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STRATEGIC INITIATIVES TIMELINE - MARKETING

SUBMIT MARKETING BUDGET FOR

2005-06

CREATE & IMPLEMENT MARKETING PLAN 2005-06

FEASIBILITY STUDY ON MARKETING RESOURCE REQUIREMENTS INCLUDING VOLUNTEERS

CREATE & LAUNCH FI AMBASSADORS PROGRAM

CREATE COMMUNICATION STYLE STANDARDS & TRAIN STAFF

OBJECTIVE: To educate & communicate to our customers and stakeholders our values, mission and vision through a Comprehensive Marketing Strategy.

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INITIATE SENIOR MANAGEMENT SEARCH FOR NEW BUSINESS OPPORTUNITIES

STRATEGIC INITIATIVES TIMELINE – NEW BUSINESS DEVELOPMENT

FEASIBILITY STUDY OF BUSINESS ADVISORY GROUP

REVIEW AT LEAST ONE NEW BUSINESS OP.

REVIEW CURRENT BUSINESS OFFERINGS FOR CONTINUANCE

OBJECTIVE: Create New Business Opportunities reflecting the Diversity of Operations desired.

Strategic Planning 2005-2010

The Strategic Planning Team would like to acknowledge that this document is a work in progress and its implementation and success will not be possible without the enthusiastic support of all employees. The next five years will be full of opportunities and challenges. Let us pledge our full commitment to leading Friendship into the next decade a healthy, happy business providing the best that we can in services for Persons with Disabilities.

•Connected to the Past – Partnering for the Future