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customer satisfaction

"Customers tell an average of nine people about a positive experience with a brand, but they tell 16 people about a negative experience"


—  Deloitte, 2018

Process Improvement

Quality/Process Improvement: Services

Process improvement involves identifying, analyzing, and improving existing processes to meet business goals and objectives. Thus, its focus is on understanding failures in a process versus flaws in people (staff). 

Every business has systems and processes, there is just no way around it or you would not be able to operate. Whether or not they are efficient and effective is another question. Having a HR or Billing department established in your business are both considered systems. The steps in which HR takes to hire a new employee, terminate an existing employee, or issue annual raises are all known as processes. How the Billing department bills payors, such as Medicaid, is a process as well. 


To put it simply a process includes sequential steps that one must take in order to arrive at a desired output

Let us say that your business is not meeting its metrics such as: "average time it takes to hire", "percent of time Medicaid billing is processed by the 30th of each month", or even "percent of patient referrals processed within 7 business days" this is likely due to a breakdown in processes. For any number of reasons the existing process has become unstable and ineffective. We can help you to identify the root causes of the problem, then help you to develop the right solutions to mitigate or eliminate the problem.


Our favorite questions to ask will be "why" and "why not", or even... "have you thought about doing X?" 

The Leo Process does not pretend to know your business or its specific processes. You know your business, we know process improvement. Let's work together to improve your processes, which in turn improves the quality of services provided at your business. 

When to hire us?


Figuring out when to bring in a consultant may not always be easy.  By using renowned problem solving methodologies such as Lean Six Sigma, The Model for Improvement and Plan-Do-Study-Act (PDSA) Cycles, we are confident in our ability to solve any business problem.


Below are a few business problems for which our clients have hired us for so far.

Click on an image to learn how we can help. 

Low Customer Satisfaction

Low Customer Satisfaction

Poor Performance

Poor Performance

Too Much Time Spent on Work

Too Much Time Spent on Work

Variation in Work Completed

Variation in Work Completed

Processes Not Followed

Processes Not Followed

Objective Review Needed

Objective Review Needed

What we offer?


As you have probably witnessed yourself, every business problem is unique. Some are related to time, quality, or costs. Some effect internal customers, while others effect external customers. Business problems can span across an entire unit or department, or even be a silo issue. With that awareness, The Leo Process does not have a one-size fits all approach for business problem-solving. After learning more about your unique business problem, via a Discovery Call, our consultants will introduce the best offer to fit your business needs.

Each of our service offerings entail leveraging a best practice problem-solving methodology or framework aimed at taking your business from its problematic current state to a more desired future state. 

Projects can range from a few days to several months depending on the scope and desired outcome(s).   

Current State.png

How it works? 



book a free 20-minute discovery call to assess mutual fit


sign service agreement + pay


TLP + Client agree on business problem to address


start saving time + money!

All projects are managed by a Lean Six Sigma Black Belt, otherwise known as a certified business problem solver....seriously! *Depending on the project chosen, results may include increased customer satisfaction, cost savings or cost avoidance, decreased processing (cycle) time, removal of bottlenecks, elimination of re-work, and/or a reduction in errors. 

client success stories... 

(for a greater viewing experience click on the image to open in a separate window)

Colleagues Working Together

Looking to get work done the right way the first time?...consider our SOP Writing and Process Mapping services

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