How Lean Six Sigma Transformed a City Govt.

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Why They Fail … and the Simple Key to Success!

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How Lean Six Sigma Transformed a City Govt.

Can Lean Six Sigma principles truly revolutionize municipal operations? This episode delves into the remarkable success story of Fort Wayne, Indiana, exploring how continuous improvement in city government led to over $30 million in savings and drastically improved public services. Join host Kevin Clay as he interviews Graham Richard, the former mayor who pioneered this transformation. Discover the strategies, challenges, and incredible outcomes achieved by applying business process improvement methodologies in a public sector environment.

Graham Richard’s Journey to Municipal Improvement

Graham Richard wasn’t your typical politician entering office. With a background as a business owner and entrepreneur, he had hands-on experience with quality initiatives like TQM (Total Quality Management) even before Lean Six Sigma became prominent. Working with companies like General Electric, he saw the power of process analysis and data-driven decisions. This private sector experience became the bedrock for his vision when elected Mayor of Fort Wayne in 1999. He aimed not just to manage, but to fundamentally improve how the city operated.

Implementing Continuous Improvement in Fort Wayne

Upon taking office, Mayor Richard faced significant challenges: a city growing through annexation without immediate revenue increases, rising service demands, and tight budgets . His strategic answer was continuous improvement in city government, framed under the “B.E.S.T.” (Building Excellent Services with Teams) initiative.

Instead of a top-down mandate, Richard focused on asking key questions: “Who is your customer?” “Is your service improving?” “How do you measure it?” . Initially met with blank stares, these questions sparked a shift towards a customer-centric, data-aware culture . Early projects were chosen for high visibility to build credibility and momentum, proving that these methods worked . A retired Master Black Belt from GE was hired, and partnerships were formed with local businesses to share expertise .

Key Successes and Savings

The results were tangible and impressive. By focusing on process analysis and data, Fort Wayne achieved significant gains:

Pothole Repairs: Cycle time reduced from 48 hours to less than 4 hours.
Permitting: Land improvement permit turnaround slashed from ~60 days to under 12 days.
Missed Garbage Pickups: Reduced by over 50%, saving the contractor (and indirectly, the city) nearly $200,000 annually.
Safety: Lost workdays due to accidents plummeted from over 1,900 in 2000 to under 100 in 2006.
Financial Impact: Documented savings exceeded $27-30 million over Richard’s tenure, allowing the city to maintain service levels despite growth and achieve its lowest property tax rate since 1964.

These weren’t just isolated wins; they represented a fundamental shift in operational efficiency and effectiveness, showcasing the power of continuous improvement in city government.

Overcoming Challenges in Municipal Continuous Improvement

Implementing Lean Six Sigma wasn’t without hurdles. A major initial challenge was the lack of data . Many departments simply didn’t measure their processes, requiring teams to establish baseline data collection systems before improvement could even begin.

Gaining buy-in, particularly from the city’s nine unions, was another critical step. Richard’s administration approached this through communication, collaboration, and demonstrating “what’s in it for me” (WIIFM). Performance-based incentives tied to unit goals, rather than individual performance, helped align union members with the improvement objectives . Trust was built by involving union members on project teams and ensuring that efficiency gains didn’t automatically mean layoffs, but rather enabled the city to handle increased demand without increasing headcount .

The Crucial Role of Leadership and Sustainability

Graham Richard stresses that leadership engagement is paramount – it’s not just about commitment, but active involvement. Leaders must “walk the talk,” ask data-driven questions, champion projects, and remove barriers . Fort Wayne established structures like a Quality Council and leadership development programs to embed these principles .

Sustaining continuous improvement in city government requires ongoing effort. While Fort Wayne saw continued success for years after Richard left office, momentum can fade without consistent top-level championship . The creation of the High Performance Government Network aimed to share these lessons and promote sustainability in other municipalities.

Key Takeaways from this Podcast:

Continuous improvement in city government is achievable and delivers significant results.
Leadership engagement (not just lip service) is non-negotiable for success.
Data is essential, even if you have to build systems to collect it first.
Involving unions and employees collaboratively builds trust and buy-in.
Celebrating successes and leveraging partnerships fuels momentum and sustainability.

Free Copy of my book “Why they Fail … and the Simple Key to Success” Discover why over 90% of continuous improvement efforts fail within 18 months! In this book, Kevin Clay breaks down the common pitfalls, including lack of genuine leadership buy-in (just like Graham Richard emphasized!), failing to build the right foundation, and misusing valuable resources. Learn the simple, yet crucial, keys to building a sustainable continuous improvement culture that delivers real results. Avoid the mistakes most companies make and set your organization up for success. Get your free copy here: https://sixsigmadsi.com/product/why-they-fail-free-copy/

This episode of “Why They Fail” is brought to you by Six Sigma Development Solutions, Inc., providing “Operational Excellence” Around the Globe!

Six Sigma Development Solutions, Inc. offers comprehensive Lean Six Sigma certification training, accredited by the International Association for Six Sigma Certification (IASSC) as an Authorized Training Organization. They have transformed over 100 organizations in 52 countries and achieved $100M USD in savings through Lean Six Sigma, certifying over 4000 practitioners. Their partners include Aerojet Rocketdyne, Dropbox, and Mercy Health, among others.

Key Certification Training we provide:

Lean Six Sigma Green Belt (https://sixsigmadsi.com/six-sigma-green-belt/)
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LEAN Certification (https://sixsigmadsi.com/lean-certification/)

We offer a variety of flexible training options to fit your needs! You can learn at your own pace with our Online Self-Paced, On-Demand courses, including our free Online Lean Six Sigma White Belt. We also offer comprehensive online programs for Lean Six Sigma Yellow Belt, Green Belt, and Black Belt certifications. If you prefer in-person instruction, we can come onsite to your organization or you can join our public training sessions, available live virtually or in person at any of our 52 training centers. Every one of our courses can be delivered either live virtually or live in person, ensuring you get the learning experience that works best for you.

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