Lean Six Sigma

1. Lean Six Sigma Reducing Pothole Response Time Bob Kennedy, Street Department

2. Pothole Formation Pothole Formation

3. Project Description It takes too long to respond to pothole complaints Problem Statement: 50% Improvement in % of Potholes repaired in 24 hours Repair 97% of potholes in 24 hours Objective:

4. Team Members Team Members Black Belt: Bob Kennedy Champion: Ted Rhinehart Brad Baumgartner - Street Department Jill Morgan, Kim Jones - Data Input Brooks Beatty - Street Department

5. Definition of the Y Definition of The Y The Defects Or The Y’s % Potholes repaired within 24 hrs Define

6. Benefits Internal Benefits Reduced Claims Filed Against the City Overtime Reduction for Pothole Repairs More Positive Public Image Rapid Citywide Pothole Repairs External Benefits Safer City Initiative Improved Customer Service Improved Relations with Neighborhood Associations

7. Business Case External Benefits Safer City Initiative Improved Customer Service Improved Relations with Neighborhood Associations

8. Original Capability April -September 2001

9. Dot Plot for Cycle Time April -September 2001

10. I-MR Chart April -September 2001

11. Initial Capability April -September 2001

12. Complaints Per Quadrant

13. Main Effects Plot Main Effects Plot

14. Changes Implemented • One person is in charge of assigning all pothole complaints and checking for completion of work for all Quadrants. • The same person is also responsible for checking the completion of work orders on a daily basis instead of weekly. • A back-up person has also been appointed these duties in case of vacation or time off of work. • Third shift’s first priority is to check the Dispatch Office for complaints called in between 3:00pm & 11:00pm, and repair the potholes. Special lighting was added to the trucks so repairs could be made at night.

15. Phoned in complaints are picked up from the Dispatch Office at the beginning of each shift. Dispatcher radios patch trucks as complaints are received. When the repair is complete the patch truck radios the dispatcher a completion time for the work order. Dispatchers and troubleshooters are responsible for repairing potholes on week-ends and holidays when our regular crews are not in. Continued… nnn

16. Improved Capability October-December 2001

17. Dot Plot for Cycle Time October-December 2001

18. I-MR Chart Improved Capability October-December 2001

19. Process Capability October-December 2001

20. Improved Capability 2002

21. Improved Dot Plot for Cycle Time 2002

22. Improved I-MR Chart 2002

23. Improved Process Capability 2002

24. Improved Process Capability January-March 2003

25. Improved Dot Plot for Cycle Time January-March 2003

26. Improved I-MR Chart 2003

27. Improved Process Capability January-March 2003

28. Project Comparison Damage Claims Filed Repair Time

29. Pothole Repair Cycle Time • Process map revealed missing steps • Cause & effect matrix identified solutions • Average repair time down from 36 hours to 3.5 hours

30. Yearly Pothole Cycle Time Hours

31. YEARLY POTHOLE CYCLE TIME Yearly Pothole Cycle Time HOURS

32. Hourly Process Capability January-November 2006

33. Improved Capability January-November 2006

34. Dot Plot for Cycle Time January-November 2006