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

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Presentation on theme: "Lean Six Sigma Reducing Pothole Response Time Bob Kennedy, Street Department."— Presentation transcript:

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

2 Pothole Formation

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

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

5 The Defects Or The Ys % Potholes repaired within 24 hrs Define Definition of The Y Definition of The Y Definition of the Y

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

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

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

14 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 shifts 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. Changes Implemented

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. n nn Continued…

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 January-March 2003 Improved Process Capability

25 January-March 2003 Improved Dot Plot for Cycle Time

26 2003 Improved I-MR Chart

27 January-March 2003 Improved Process Capability

28 Damage Claims Filed Project Comparison Repair Time

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

30 Hours Yearly Pothole Cycle Time

31 YEARLY POTHOLE CYCLE TIME HOURS Yearly Pothole Cycle Time

32 Hourly Process Capability January-November 2006

33 Improved Capability January-November 2006

34 Dot Plot for Cycle Time January-November 2006


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