Case Studies

Solve Thorny Issues to Seamlessly Serve Customers

Lee Kuntz coached two polarized teams to deliver seamless and improved results.


It was war: two groups with overlapping responsibilities who couldn’t communicate with each other. They charged different fees and provided different services to the same customers. Employees spent significant time unwrapping each other’s work. Customers said they did not know who to contact, how to interact, or what to expect.

The two area leaders saw the differences and worked to create bridges. Yet the inconsistencies remained. How would these leaders deliver a seamless experience for their customers and get employees working together?


The leaders engaged Innovation Process Design’s Lee Kuntz to help them solve this issue. Lee studied the situation, provided answers, and recommended a customized process improvement plan to solve the pain. As an independent third party, Lee provided skills-and-will process improvement training. Then Lee coached these two teams to identify overlapping opportunities to serve their customers, implement more effective processes and get better outcomes. The department leaders said Lee’s process improvement work was delivered on time and on budget.


The two groups of employees became one powerful improvement team that solves challenges for customers. Together, they identified and implemented over 20 improvements to create a seamless experience for their customers.

The time wasted on hallway gossip became joint improvement work. Employees moved from bystanders to drivers of measurably improved results. The team said, “For the first time, we see our two teams interacting at lunch and in the hallways.”

The department leaders shared, “Lee brought a powerful approach. People walk the talk. They do what they learned.”

These success stories demonstrate how Innovation Process Design's proven approach cures operational pain and creates measurable improvement for organizations that rely on a smooth delivery of services.

Contact Lee today to discuss your challenge.