I used to think customer acquisition was the most difficult and challenging aspect of my business. Once I realized customer retention is top priority, it changed my perspective and approach.

Lean, leadership, Kaizen Success Stories, Customer focusAdam LawrenceFebruary 5, 2026Process Improvement Partnersleadership commitment, key performance indicators, Voice of the Customer

Hope is a Precious Commodity

Once the workers in Mississippi saw how quickly the reliability techniques made their line safer and more efficient, they became unstoppable.

Kaizen Success Stories, Customer focus, Lean, Operations, ServicesAdam LawrenceDecember 11, 2025Process Improvement Partners LLCreliability, Voice of the Customer, Safety, Kaizen

Know Your Niche

You can't be all things to all people. Once I narrowed my focus, I changed my approach and helped the most people.

Customer focus, Kaizen Success Stories, leadership, ServicesAdam LawrenceNovember 27, 2025Process Improvement Partners LLCCustomer Focus, Voice of the Customer, communication, leadership commitment

Working Like a Business Owner

The hourly operator knew more about the science of board drying than anyone on the benchmarking team. This ownership correlated to the best running factory in our company.

Customer focus, Kaizen Success Stories, leadership, Learning, OperationsAdam LawrenceNovember 13, 2025Process Improvement Partners LLCOwnership, Voice of the Customer, Benchmarking, leadership commitment

The Birth and Quiet Death of Definitions

We created a beautiful, highly complicated product that no one bought. In the end, it led to many great innovations.

Customer focus, Kaizen Success Stories, leadership, Learning, OperationsAdam LawrenceOctober 16, 2025Process Improvement Partners LLCVoice of the Customer, Innovation, Leadership commitment

A Brilliant Invention

We were losing some of the most expensive veneer due to defects in the sheets. Jack had an idea and when he figured out how to solve the problem, he changed the furniture industry.

Kaizen Success Stories, Innovation, Customer focusAdam LawrenceSeptember 1, 2025Process Improvement Partners LLCInnovation, Voice of the Customer, Invention

Improving Safety from the Perspective of our Customers

Customer focus, Kaizen Success Stories, leadershipAdam LawrenceJuly 7, 2025Process Improvement Partners LLCSafety, Customer Focus, leadership commitment, Voice of the Customer

Building their Future

Customer focus, Innovation, Kaizen Success Stories, leadershipAdam LawrenceMay 26, 2025Process Improvement Partners LLCStrategy, Voice of the Customer, Reliability, Leadership

Experimenting in Europe

leadership, Learning, Customer focus, ServicesAdam LawrenceFebruary 8, 2025Process Improvement Partners LLCCustomer Focus, Problem Solving, Voice of the Customer

Zigging and Zagging Along the Way

Customer focus, Kaizen Success Stories, leadership, Lean, Learning, ServicesAdam LawrenceSeptember 26, 2024Process Improvement Partners LLCFacilitation, Kaizen, Voice of the Customer

The Bottleneck

The COO loved my work, but couldn't afford to bring me down to his company every week. He challenged me to upskill his employees to take over the Kaizen event responsibilities. Challenge accepted!

Lean, leadership, Kaizen Success Stories, Customer focus, LearningAdam LawrenceSeptember 12, 2024Process Improvement Partners LLCVoice of the Customer, Teamwork, Kaizen

Living in the Moment

My project manager liked to tour new places and I found out how much he liked Formula 1 racing. While in Belgium, we found one of the most famous tracks in the world, Nürburgring. We walked in like we owned the place and had a blast taking it all in.

Kaizen Success Stories, Customer focus, Lean, Learning, leadershipAdam LawrenceSeptember 5, 2024Process Improvement Partners LLCteamwork, innovation, Voice of the Customer, Adventure

Go with your Gut

I bought 200 ninja stress relievers to bring to a conference. My marketing mentor thought it was a bad idea. I decided to make the best of my "bad" investment.

Customer focus, Innovation, Kaizen Success Stories, Lean, LearningAdam LawrenceAugust 15, 2024Process Improvement Partners LLCVoice of the Customer, Alignment, Teamwork

A Picture is Worth More than a Thousand Words - It's Priceless

The leadership team didn't seem too interested in what I had to offer, until we showed them the before and after photos from their sister facility. Then, things got exciting!

Kaizen Success Stories, Customer focus, leadership, Lean, LearningAdam LawrenceJune 20, 2024Process Improvement Partners LLCVoice of the Customer, leadership commitment, Alignment

Go to the Source

There were twelve different reports from eight different states all due at the same time. The only way to stay compliant was to contact each state agency and ask for their help.

Operations, Learning, Lean, leadership, Kaizen Success Stories, Customer focusAdam LawrenceMay 9, 2024Process Improvement Partners LLCVoice of the Customer, customer focus, compliance, leadership commitment

Perfection Isn't Always a Good Idea

We brought robots into our dining room table factory, thinking that they could make a much better looking and consistent product than we could by hand. They succeeded, only to be rejected by our customers.