ABSTRACT
This case study analyzed a Job and Family Services ofce in the midwestern United States; it is a nonprot and government-supported group that employs 18 full-time employees and assists over 1,250 families per year. Typically, Lean Six Sigma is applied to reduce costs and boost prots for forprot groups, but it may also be applied to nonprots to improve service levels to its constituents and the taxpayers. The Job and Family Services ofce studied provided services such as temporary cash assistance, food stamps, Medicaid, subsidized child care, adult protection, disability assistance, and prevention, retention, and contingency services. The Division of Child Support establishes parentage, enforces support orders, and collects and disburses child support in order to ensure that families receive the nancial support to which they are entitled. The organization began to experience long wait lists and they were overwhelmed and busy. The management team felt that hiring a new staff member would have taken at least six months of training, so improving the system and process to reduce the wait time for clients was the most viable option.
