Episode 37: The Efficiency Engine That Powers Make-A-Wish with Taylor Pack
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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Host • MoreSteam
Dan Swartwout is the host of Quality Time with MoreSteam. A lifelong Central Ohio resident, Dan is a double Buckeye. He earned both a BA and a law degree from The Ohio State University. Before joining MoreSteam, Dan had a long career as a host, comedian, and master of ceremonies. For 17 years, Dan was the studio audience host for the Ohio Lottery game show Cash Explosion. Dan was also the host of CBuzz, which was a collaboration between the Columbus Chamber of Commerce, WWCD 92.9, and the Columbus Dispatch. On CBuzz, Dan interviewed some of the most prominent entrepreneurs in Central Ohio. From 2002-2020, Dan toured the country as a standup comedian. Tracks from his comedy CD have been played over 5,000 times on Sirius/XM satellite radio. Now, Dan brings his experience and enthusiasm to Quality Time with MoreSteam -- it's business and fun, together.
Senior Manager, Process • Make-A-Wish America
As the Senior Manager of Process at Make-A-Wish Foundation, Taylor Pack leads with purpose, strategy, and a deep commitment to operational excellence. With over a decade of experience driving transformation across complex organizations, Taylor specializes in streamlining processes, leading cross-functional initiatives, and creating scalable systems that empower people and impact outcomes.
