Girl Scouts of Western New York

Girl Scouts

In 2013, the Girl Scouts were faced with having to make widespread changes to halt and reverse membership declines. The national organization launched a Customer Engagement Initiative to merge people, processes and technology. To avoid disruptions experienced by other councils implementing the initiative, the Girl Scouts of Western New York began with a comprehensive review of the entire organization. The approach – inclusive of staff and volunteers – has earned them the nickname “business process queens,” and is spurring confidence that future changes will be met with broad buy-in. More >