CHAPTER 9The Experience of Making ImprovementsWhat It's Like to Work on Lean Six Sigma Projects

When Heather Presley was asked to participate in Green Belt training at the City of the Fort Wayne, Indiana, she'd been with the city for about 7 years. She'd started out as a customer service representative in the Utility department, then moved into a division of the Economic Development department—the people responsible in part for attracting new business to the city. She'd also recently finished getting her bachelor's degree, where she had heard about something called "Six Sigma," but didn't really know what it meant.

A new mayor, Graham Richard, had just been elected in Fort Wayne. He was an entrepreneur and former state representative who had ...

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