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The Efficiency Engine That Powers Make-A-Wish with Taylor Pack
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On this episode of Quality Time with MoreSteam, Dan Swartwout welcomes Taylor Pack, Senior Manager of Process at the Make-A-Wish Foundation. Taylor started her career working retail at Cracker Barrel. She became a Lean Six Sigma Master Black Belt through her experience at Bridgestone and the U.S. Coast Guard. Now she uses continuous improvement to help grant more wishes for children with critical illnesses.
Taylor shares how Make-A-Wish operates entirely on donor funds. Every improvement in efficiency directly impacts the organization's ability to reach more families. She explains how her small team has streamlined operations across the organization with impressive results. During the conversation, Taylor discusses how process improvements have reduced workloads for overburdened staff and accelerated communication between departments.
Listen and find out how Taylor and Make-A-Wish use Lean Six Sigma and process improvement to grant more wishes and change more lives.
In this episode, you will hear about:
1:31 - The Make-A-Wish Foundation
4:02 - Taylor’s background
6:20 - Taking the job with Make-A-Wish
7:38 - Continuous improvement and Make-A-Wish
10:31 - Lean Six Sigma projects at Make-A-Wish
17:07 - Improving the handoff process
19:34 - Data analysis at Make-A-Wish
23:04 - Other key metrics
26:38 - Continuous improvement outside of manufacturing
29:21 - Buy in
36:05 - The impact of granting wishes
42:49 - The evolution of continuous improvement at Make-A-Wish
47:24 - The impact of Lean Six Sigma in the non-profit sector
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