View this fantastic presentation by the City of Fort Wayne, Indiana on how the Lean Six Sigma techniques have been successfully applied to government services to save taxpayers millions.

1. Building a High Performance City
How the City of Fort Wayne Used
Lean Six Sigma to Improve
Services and Reduce Costs
Graham Richard
Mayor

2. Building a High Performance City

3. Building a High Performance City

4. Building a Better City
Quality Jobs
Safe City
B.E.S.T.

5. Challenges
January 1, 2000 – January 1, 2006
More People, More Territory
Revenue Down
Demands for Service Up
State and Federal Mandates Up
Tornadoes, Terrorism, Floods

6. More Services, Fewer Employees
1999 2006 % Chg
Population 190K 252K 33%
Employees* 936 950 2%
Miles of Roads 850 1200 41%
Square Miles 79 109 39%
*non-public safety employees

7. Strategic Focus
Building a Better City to Retain and
Gain Jobs
Leverage Talent, Technology,
Training, Tools
Imagination, Investment, Innovation

8. The Northeast Indiana
TQM Network
“Learning Faster Than Your
Competitor May Be The
Only Sustainable
Competitive Advantage”

9. The Northeast Indiana
TQM Network
Collaborative Learning
Continuous Quality Improvement
“By Sharing, We All Gain”

10. The Northeast Indiana
TQM Network
40+ Member Organizations
Large and Small
Manufacturing, Service and Non-
Profit

11. The Northeast Indiana
TQM Network
Common Denominators
Strong interest in cost-effective
training
Desire to learn from experience
of others
Willingness to share

12. Action Plan
Link Six Sigma to City Strategy
2 Day Six Sigma Executive Leadership
Training from TQM Network
Share Vision for a Change

13. Ask Key Questions
Who is Your Customer?
Is Your Service Improving?
How do you Measure Improvement?
Show me the Data!

14. Action Plan
Create Quality Leadership Council
Select Projects Around Best Black
Belt & Green Belt Proposals

15. Leaders
Appoint Full Time Quality Manager
Hire Retired GE Master Black Belt
Personal Visits to All Black Belt &
Green Belt Presentations

16. High Performance Government
Fort Wayne 2005 City Budget:
$229,539,522
5% Savings: $11,476,976

17. High Performance Government
Total County, Township, City
Budgets:
$4,241,742,945
5% Savings: $212,087,147

18. City Engineering Lean Project
Street
Street Traffic Right
Traffic Right Street Lighting Engineering
Developer
City Planning Street Lighting Engineering Engineering of Way
Engineering of Way 2- 2- 2- 2-
A B C D
Submit
Attend Attend Attend Attend
Routing
both both both both
Sheet &
routing routing routing routing
Plans
meetings meetings meetings meetings
Prepare Prepare Prepare Prepare
Routing Routing Routing Routing Plans are Approve Approve Plans are
filed ILP ILP filed
Does it
Hold for Conduct
conform? Does it
the R/W physical
conform?
Review Review Review Review permits inspection
Plans Plans Plans Plans
No
No
Provide Review Review
Conduct Approve the
revisions revised revised
physical Certificate of
to City site plan site plan
inspection Compliance
Site Site Site
Review for Review for Review for
Physical Physical Physical
Conditions Conditions Conditions Approve the
Plans are
Certificate of
filed
Yes Compliance
Yes
Prepare Prepare Prepare Prepare
Comments Comments Comments Comments Plans are
filed
END
2- 2- 2- 2-
A B C D

19. City Engineering Lean Project
City City
Developer
Planning Engineering
Submit
Routing Sheet
& Plans
Attend both
Prepare
routing
Routing
meetings
Review Plans are
Plans filed
Site Review Provide
Does it
for Physical No revisions to
conform?
Conditions City
Review
Prepare Yes revised
Comments
site plan
END

20. City Engineering Lean Project
Results
Before After
Steps 31 7
Hours 7 2.25
Reduced labor – 750 man-hours
$20,360 annual savings

21. Results
Reduced late trash pickups by 50%
Doubled Miles of Road Repaving

22. Results
Building Permits – 47 to 12 days
Avoided $1.7 million expenditure at
Wastewater Plant

23. Pothole Repair Cycle Time
60
48
50
40 36
Hours
30
19
20
10 5.6
3.5
3.4 2.5
0
1999 2000 2001 2002 2003 2004 2005

24. Lost Work Days Due to Accident
2000 1841
1800
1600
1400 1203
1200
1000
712
800
551
600
346
400
200
0
2000 2001 2002 2003 2004

25. Property Damage Claims Collected
$234,565 $236,761
$250,000
$200,000 $175,290
$150,000 $129,607
$100,000
$54,108
$50,000
$0
2000 2001 2002 2003 2004

26. Street Lighting Inventory
800,000
$746,043
700,000
600,000
$479,559
500,000
400,000
$342,427
300,000
200,000
100,000
-
2003 2004 2005

27. Public Works Staffing Levels vs.
Miles Maintained
1400 225
1200
1200
220
1058
1022
1013
Centerline
1000 925
911 Miles
875 215
PW
800
Staffing
210
Level
600
205
400
200
200
0 195
2000 2001 2002 2003 2004 2005 2006

28. National Recognition

29. “All of these people and their organizations were
impressive, but it’s the city of Fort Wayne, Indiana,
that really amazed me – perhaps because I, like
most people, had low expectations when it came to
government services of any sort…What’s really
intriguing are the dozens of city employees who are
reducing lead times, streamlining processes,
providing better quality service to citizens and
holding down costs.”
Michael George
“Lean Six Sigma for Service”

30. Performance is the Best Politics
Election Results – 1999, 2003
1999 2003
Richard 21,607 27,279
Buskirk 21,531 19,717
Margin of Victory: 76 7,562

31. Lessons Learned
Sooner Faster
Lean & Leadership First
Finance Foremost

32. How to Improve
Executive Dashboards
Link to Business World
Executive Accountability

33. 6σ – Building the Best City
Wired and Inspired
Fiber Optics to All Schools
Fiber to Homes & Businesses

34. i-Teams For Broadband
Net Literacy
Enabling the Deaf
Youth Mentoring

35. Fort Wayne Regional
Public Safety Academy
First Responders
College Training Partnership
State and National Guard

36. B.E.S.T For World-Class
Disaster Communication
System
ITT and Raytheon

37. What Have I Done to
Promote High Performance
Government?