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 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.

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 .

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.

• (00:00:00) - Why They Fail
• (00:01:24) - Why They Fail: The Fight for High Performance
• (00:02:29) - Fort Wayne's commitment to Lean 6 Sigma
• (00:06:04) - Fort Wayne Mayor Richard Clay on Implementing Lean 6 Sigma
• (00:13:16) - Six Sigma and Fort Wayne City Government
• (00:21:16) - Best Teams in the Country
• (00:29:52) - Mayor Duggan on the City's Contract with the Union
• (00:39:55) - The City of Fort Wayne's automated 311 system
• (00:43:11) - The Long Term Impact of Continuous Improvement
• (00:45:59) - Why They Fail & How to Avoid It