I remember that day in 2006 when I was named to my dream job: chief operating officer of the world’s greatest retail organization. My “work bucket list” included many things I wanted to accomplish as the Exchange’s senior civilian leader: increase earnings, build future leaders, boost productivity, improve customer and associate satisfaction, control inventory, take care of our people.
Now that I am winding down my 44 years with the Exchange, I can safely say that I’ve accomplished everything on that list, thanks to the hard-working managers and associates in the field and dedicated teams at headquarters. All of you have made my job much easier.
A look back over 10 years as COO
I’ve seen us accomplish many things during the past 10 years. We’ve brought business analytics to the Exchange that provides a gold mine of information for people to make better decisions and focus on what they need to do: taking care of our customers.
We’ve looked after our associates through emphasizing a work-life balance, enhanced training, team awards for jobs well done, and advancement opportunities. I’ve always said that we must look after the people in our Exchange uniforms so they can look after the people who wear the military uniforms that protect our freedoms.
I’ve always said that we must look after the people in our Exchange uniforms so they can look after the people who wear the uniforms of our armed services and protect our freedoms.
During my time as COO, we launched a $1.1 billion capital improvement program to build new stores and expand other facilities into modern shopping destinations: the Freedom Crossing shopping village at Fort Bliss, KMCC at Ramstein AB, Germany; Fort Hood, Fort Belvoir, and many others. Our new mall in Wiesbaden is simply amazing.
But the past 10 years have brought many challenges. Installations closed under the Base Realignment and Closure Act (BRAC), and we subsequently downsized our workforce to match, like we have done recently with troop drawdowns. The retail environment became fierce, forcing the Exchange to think and act like the private retailers with whom we compete, rather than as a government agency.
Biggest challenge—RETEK
One of my greatest challenges was serving as project director of RETEK and then chief information officer. While in those roles, we took out the old heart of AAFES and put in a new one—and the new heart is beating better than ever. We completely revamped our entire processes of how we do business.
We’re in a much better position now than we were 10 years ago. I’m so thankful that we’ve had so many great people who have given their all to make it happen.
Now, it’s time to enjoy life with my wife, Mary and our family. I will continue to see your smiling faces, but now as a customer, enjoying your enthusiastic service and watching the continued success of the Exchange.
Watch Mike Howard’s August 26 retirement ceremony.
View photos of Mike Howard’s various HQ directorate celebrations.
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