The department was continually missing deadlines, dealing with irate customers and experiencing low morale. Core-R.O.I. conducted interviews and surveys to assess the root causes of the problems, then recommended structural and procedureal changes. We facilitated the managers as they improved work procedures, decision-making processes and the flow of information. We coached organizational leaders to ensure that their actions and behaviors supported these changes. Customer satisfaction increased as the managers and employees became more customer-focused and implemented the streamlined structure and procedures.