Inside Our Lean Transformation at The Salvation Army

Collaborating for Community Impact

Carolina Handling’s Continuous Improvement Department partnered with The Salvation Army of Greenville, Pickens, and Oconee Counties in South Carolina to optimize their food pantry operations. By applying lean management principles, this collaboration helped improve the delivery of critical services to the community. This video Case Study shows how the transformation optimized space, improved safety and restored pride in the workplace.

Why was this partnership important?

Carolina Handling has taken its proven internal process improvement expertise to market with the launch of lean consulting services through its Continuous Improvement Department. The partnership with The Salvation Army aligned with Carolina Handling's yearlong philanthropic focus of supporting the homeless population and people in need. The Continuous Improvement team recognized the importance of applying lean management principles to a nonprofit environment where efficiency directly impacts people in need.

“At its core, our work is about partnership. We take a consultative approach by listening, learning and collaborating to uncover new ways to optimize operations and drive lasting business success," said Justin Benson, Vice President of Intralogistics Solutions at Carolina Handling.

What was the initial goal?

The initial goal was to evaluate the current state of the food pantry, identify root causes of inefficiency, and implement practical improvements to reduce waste, improve safety, and make it easier for staff and volunteers to assemble food boxes. The focus was on creating standardized, sustainable processes that could be maintained long after the project was complete.

Initial Challenges and Assessment

Before any improvements could be made, our Continuous Improvement team conducted an intralogistics lean assessment to understand the existing conditions and identify areas for improvement. This assessment provided a clear picture of how layout, processes, and space constraints were affecting daily operations.

Key Challenges Identified:

• Lack of organization in the pantry layout made it difficult for staff and volunteers to locate items quickly.
• Assembling food boxes required excessive walking, bending, and squatting.
• The processes for food intake, storage, and pulling were not standardized, leading to inefficiencies and inconsistencies.
• Volunteers often struggled to understand the pantry layout and where items belonged.
• The limited space was not being utilized effectively to support safe and efficient workflows.

These challenges often resulted in longer wait times for individuals and families relying on the food pantry.

"When I needed to do food boxes, it was taking me a long time, and people who needed them often had to wait," said Kelly Holzer, Assistant Director of Social Services at The Salvation Army of Greenville, Pickens and Oconee Counties. 

Implementing the 5S Methodology

To address these challenges, the Continuous Improvement team implemented the 5S methodology, a lean management tool designed to improve workplace organization and efficiency. The focus was on creating a space that was organized, safe, and easy to understand for both staff and volunteers. The team documented areas of opportunity following the lean assessment, and used them as a roadmap for implementing 5S across the facility.

Steps in the 5S Implementation:

1. Sort: Carolina Handling associates worked alongside Salvation Army staff to remove and dispose of unnecessary materials from the pantry and assembling new racks. 
2. Set in Order: Food items, tools, and supplies were assigned designated locations, supported by clear labeling and standardized shelf layouts.
3. Shine: The pantry was cleaned and refreshed to support a safer and more efficient working environment.
4. Standardize: Clear standards were established for food intake, storage, and pulling processes to ensure consistency. A Volunteer Overview form was created, providing clear instructions for volunteers to help them make the most out of their time at the food pantry.
5. Sustain: Lean Basics Training and visual management tools were introduced to help staff maintain improvements over time.

Redesigning Processes for Improved Efficiency

A critical component of the transformation involved redesigning food intake, storage, and picking processes. Using 5S principles and standardized workflows, the team reduced unnecessary motion and improved overall flow.

Redesign Highlights:

• Standardized workflows were introduced for food intake, storage, and pulling.
• Visual management tools, including clear shelf labels and floor markings, helped staff and volunteers quickly locate items.
• The layout was reorganized to reduce walking distances and eliminate unnecessary bending and squatting.

“There wasn’t really a set place for food items specifically. People would often come up and ask me, ‘Where does this go?’” said Justin Heisey, Special Events and Volunteer Manager at The Salvation Army of Greenville, Pickens and Oconee Counties. The new food pantry layout addressed this challenge by making expectations and locations clear.

Lean Basics Training for Sustained Success

To support long term success, the Continuous Improvement Department conducted Lean Basics Training with Salvation Army staff. This training focused on foundational lean principles and their practical application within the food pantry environment.

Training Components:

• • Introduction to lean principles and waste reduction concepts.
  • In-person training to reinforce real-world application.
  •  Ongoing consultation to support implementation and sustainability.

The Role of Technology and Equipment

In addition to process and layout improvements, Carolina Handling donated equipment and materials to support the new standardized environment and improve efficiency.

Equipment Highlights:

• Electric Pallet Jack: Donated to support safe and efficient material movement, along with user and maintenance training.
• Storage and Organization Equipment: Nine Gladiator racks, end rack storage units, slip sheets for all racking, and clear shelf labels.
• Facility Essentials: 5S board, floor marking tape, and floor labels to reinforce visual management.
• Material Handling Tools: Chrome picking cart to support the new picking process.

These tools helped to establish a foundation for long-term operational efficiency and safety.

Remarkable Results Achieved

The lean transformation delivered measurable improvements across efficiency, ergonomics, and engagement.

Key Results:

• Reduced food box packing time by 53%, cutting the process from 5:10 to 2:27.
• Decreased walking distance from 201 steps to 77 steps, a 62% reduction.
• Eliminated squatting during the packing process, achieving a 100% reduction in unnecessary motion.
• Cut total weekly packing time for 20 food boxes from 51:40 to 24:30.
• Improved staff morale and volunteer engagement through clearer processes and a more organized workspace.

Reflecting on the partnership with Carolina Handling, Kelly Holzer said, “They walked with me, and asked me how I wanted it to look. It made a huge impact to know that somebody cared about what we needed to have in here to make it more efficient.”

Justin Heisey said he is grateful for the experience, and said more volunteers are returning to the food pantry. 

"If they saw it before and they see it now, they're mind-blown," Heisey said. 

Carolina Handling’s Commitment to Operational Excellence

This project with The Salvation Army is a testament to Carolina Handling’s commitment to operational excellence and community service. By applying our expertise in lean management, we not only improved the efficiency of the food pantry but also enhanced the overall experience for staff and volunteers.  By partnering closely with Salvation Army staff and volunteers, the Continuous Improvement team ensured solutions were practical, sustainable, and people-focused. Additionally, this project demonstrates how lean principles can deliver meaningful results for any business or operation. 

Why This Matters:

• Demonstrates the versatility of lean principles beyond traditional manufacturing settings.
• Strong partnerships and frontline feedback lead to more effective and lasting improvements.
• Standardization, visual management, and ergonomic design improve both efficiency and morale.

“We bring an entire team of experts. It allows us to look at operations from multiple angles, including safety, space optimization, and long-term sustainability," said Louise Preston, Continuous Improvement Lead at Carolina Handling.

By partnering with organizations like The Salvation Army, Carolina Handling continues to lead the way in operational excellence and community impact, applying proven lean methodologies to help organizations better serve the people who rely on them.