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Lean Six Sigma in Action – City of Dallas


Joseph Kunnath, LSS MBB, City of Dallas, Dallas, TX, USA


Lean Six Sigma Deployment, Public Service, Innovation





In 2015, the City of Dallas (COD) premiered its Lean Six Sigma (LSS) program. Within a year of this strategic, LSS began to show evidence of how instrumental it is in the disciplined application of proven management systems and providing services to citizens more efficiently and effectively. Lean Six Sigma is an integral part of the new Office of Innovation (OOI), which is responsible for leading the innovation process within the City of Dallas and providing the necessary ecosystem that allows ideas to germinate, take root and flourish. LSS works closely with the City Manager's Office as a management consultant to City departments to develop and inspire the development and implementation of data-driven best practices in municipal government and foster a culture of innovation, efficiency, and process improvement.

To ensure a successful program, LSS conducted an internal research of policies enacted by city council, department goals and challenges, and employee interests in creating a better work environment. With that knowledge, the LSS strategic plan materialized by identifying opportunities for improvement, motivating government employees, and building knowledge and empowering employees to create change in work processes. With the full support/buy-in from the City Manager’s Office, recruiting employees for the trainings was not as challenging.

The training scheme included the following courses:

    • Blue Belt (industry white belt equivalent): Basic introduction to Lean Six Sigma concepts and tools (4 hours of training)
    • Yellow Belt: Professional versed in the basics of Lean Six Sigma, identify and execute JDI (Just Do It) projects (8 hours of training)
    • Green Belt: Certified professional versed in Lean Six Sigma methodology, leads and complete process improvement projects (80 hours of training)
    • Black Belt: Certified professional well versed in Lean Six Sigma methodology; 120 hours of training; Leads and completes improvement projects; change agents
    • Project Management: Basic Project Management principles (PMP); 8 hours of training

Since the launch in Fall Quarter 2015, the City of Dallas trained 10% of it’s workforce of 13,000 in continuous improvement, Lean Six Sigma, and Project Management. To date, 60 projects have been completed and 40 are in progress.

The primary focus of these projects is to provide service-level efficiency improvements to city operations.

Some project examples:

1. Dallas Water Utilities Meter refurbishing process improvements

2. Dallas Water Utilities Leak Adjustment process improvements

3. Public Safety Vehicles servicing process improvements

4. Open Records Requisition Process Analysis

5. Streamline Parks &Recreation Warehouse Operations (5S).

The presentation demonstrates how a large U.S. city successfully implemented and has sustained its Lean Six Sigma program while it cultivates innovation through continuous improvement systems and practices, to achieve “service first excellence” by empowered employees and progressive leadership working together.

Participating Organizations at the Lean & Six Sigma  World Conference

Government Agencies

  • Department of Commerce
  • Department of Defense
  • Department of Energy
  • Department of Health & Human Svcs.
  • Department of Homeland Security

  • Department of Justice
  • Department of State
  • Department of the Treasury
  • Department of Transportation
  • Department of Veterans Affairs
  • Environmental Protection Agency
  • NASA
  • Naval Surface Warfare Center
  • Pentagon
  • U.S. Air Force

  • U.S. Army
  • U.S. Marine Corps
  • U.S. Navy
  • U.S. Veterans Affairs
  • United States Army Corps of Engineers


  • AIG
  • Alcoa
  • AT&T
  • Bank of America Corp
  • BASF Corporation
  • Bayer Corporation
  • BMW
  • The Boeing Company
  • Bose Corporation
  • Bristol-Myers Squibb
  • Campbell Soup Company
  • Cardinal Health
  • Caterpillar
  • Chrysler Corporation
  • Chevron
  • Cisco Systems
  • Coca-Cola
  • Comcast
  • Daimler Chrysler
  • Disney
  • Dow Chemical

  • Dr Pepper 
  • Duracell
  • Dupont
  • Eastman Kodak
  • Facebook
  • Google
  • Exxon Mobil
  • Fedex
  • Ford Motor
  • General Electric 
  • General Motors
  • Gillette
  • Goodyear Tire
  • Hewlett Packard
  • Honeywell
  • Humana
  • IBM
  • Kohler
  • Lockheed Martin
  • Macy’s
  • M&M/Mars
  • ManpowerGroup
  • Maytag Appliances
  • Mercedes
  • Merck
  • Mitsubishi
  • Mobil Chemical
  • Motorola
  • NASA
  • Nestle 
  • Northrop Grumman
  • PepsiCo
  • Philip Morris International
  • PNC Financial Services Group
  • Pfizer
  • Pratt & Whitney
  • Procter & Gamble
  • Prudential
  • Raytheon
  • Rolls Royce Allison
  • Target
  • Johnson & Johnson 
  • Schindler Elevator Corporation
  • Schneider Electric
  • Shell
  • Siemens
  • Southwest Airlines
  • Staples
  • Tesla
  • Tiffany & Co.
  • Qualcomm
  • Underwriter Laboratories
  • UnitedHealth Group
  • United Technologies
  • Union Pacific
  • UPS
  • USAA
  • Verizon
  • Walmart
  • Wells Fargo
  • Westinghouse
  • Whirlpool
  • Xerox


Lean & Six Sigma World Conference




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