The Five Most Important Questions: You Will Ever Ask About Your Organization

3.3. IDENTIFYING SUPPORTING CUSTOMERS

The Girl Scouts of United States of America is the largest girls' and women's organization in the world and a nonprofit that exemplifies service to one primary customer—the girl—balanced with satisfaction of many supporting customers, all of whom change over time. A long-held Girl Scouts priority is offering equal access to every girl in the United States. This has not changed since 1912 when the Girl Scouts founder said, "I have something for all the girls." Frances Hesselbein, at the time she was national executive director (1976–1990), told me, "We look at the projections and understand that by the year 2000, one-third of this country will be members of minority groups. Many people are very apprehensive ...