Operational excellence

Make performance stable before you scale or automate.

Lean Six Sigma tools applied the way operators actually work. We help you diagnose, stabilize, and simplify processes so automation and growth have something solid to stand on.

Illustration of an operations control panel with improving metrics.

Typical problems we fix.

  • Unstable performance that swings with staffing and fire drills.
  • Rework loops and unclear ownership between teams.
  • Backlogs that spike, then disappear, with no clear root cause.
  • Data that doesn’t match reality on the floor.

Approach: diagnose, stabilize, simplify, then automate.

  • Investigate the process with the people closest to the work.
  • Quantify variation, rework, and bottlenecks using simple metrics.
  • Stabilize and simplify work steps and hand-offs.
  • Document control plans and owners for keeping gains.
  • Flag and prepare processes that are now ready for STP.

Examples of impact.

Names and specifics vary; the pattern is consistent—less noise, more control.

Case management workflow

Stabilizing an over-stretched team

  • 25% increase in cases closed per FTE
  • Rework rate cut nearly in half
  • Backlog peaks reduced and predictable

Clarified decision paths, simplified work queues, and built a basic control plan so leaders could see and manage workload before leaning into automation.

Shared services intake

Reducing variability at the front door

  • Significant drop in incomplete submissions
  • Better predictability in daily volume and staffing
  • Clear line of sight to STP opportunities

Tightened intake requirements, streamlined triage, and set up simple metrics that made day-to-day management easier.

Back-office exceptions

Turning chaos into a manageable queue

  • Exceptions tracked and aged intentionally
  • Fewer urgent escalations from partners and customers
  • Data for the next wave of automation

Segmented exception types, assigned ownership, and reduced “surprise” work—creating a cleaner platform for automation to build on.

Want to know if your process is ready for automation, or needs stabilization first?

Start with a process diagnostic See how diagnostics feed STP