AI programs stall because nobody sorted the work first.
Leverage Point helps operations leaders decide which work to improve, which to redesign, and which should stop existing — before a dollar goes to tooling. Built for service operations where volume is high, handoffs are messy, and mistakes create cost, risk, or customer pain.
across a multi-site services operation
healthcare technology portfolio
to run the work themselves
Representative results from enterprise transformation and advisory work.
Company names and identifying details withheld for confidentiality.
Pilots and use cases create activity. The question that creates value is which work should survive at all.
Automating a broken process makes the defects arrive faster. Standardizing work that shouldn't exist funds it for another budget cycle. Before you choose tools, every major workflow needs a disposition: stabilize it, redesign it, or stop causing it.
Sorting the work that way has a name. It's called work portfolio triage, and it's where every Leverage Point engagement begins.
Every workflow leaves triage with one of three dispositions.
Triage replaces a list of improvement ideas with a decision your leadership team can fund, sequence, and defend.
Durable work
Work where human judgment, risk interpretation, escalation, or relationship repair will keep mattering as the tools change. Stabilize it, measure it, and let technology assist the person doing it.
- Complex exception and escalation handling
- Risk, eligibility, and suitability judgment
- Recovering a relationship after a service failure
Transitional work
Real work today, but the split between human, system, and machine is wrong. Stabilize only enough to protect service and risk, then redesign around the decision being made.
- Document review and NIGO correction loops
- First-line triage of inbound queues and email
- Manual re-keying between systems of record
Obsolete work
Work created by a defect somewhere upstream. The goal is not to improve it or automate it. The goal is to stop causing it.
- "Where is my request?" status contacts
- Shadow spreadsheets and side reconciliations
- Reporting nobody has acted on in a year
You're probably the right kind of operation if you're carrying:
- Repeat contacts and status-chasing volume you can't seem to bring down
- Backlogs in service, claims, onboarding, order-to-cash, patient access, or advisor support
- Manual review and correction loops stretching cycle time and creating rework
- AI pilots that are running but haven't moved operating performance
- A continuous improvement team that can improve work but has no authority to retire it
- Processes where a mistake becomes a control, audit, or customer problem
A customer calls to ask where their request is.
Add capacity to the queue. Write a status macro. Put a chatbot in front of it. Each of those improves the contact — and guarantees the contact keeps happening, now at lower unit cost.
Why does this contact exist at all? It exists because the customer was never told what was happening. That isn't demand from a customer need. It's demand manufactured by an earlier failure — and improving it is the wrong move.
The status contact itself. Fix the notification upstream and the volume stops arriving.
The document rework loop that caused the delay the customer was calling about.
The exception judgment at the end of the process, which is where the expertise actually lives.
One symptom, three different dispositions, three different responses. Treating all of it as one improvement backlog is how operations spend a year getting better at work that should have stopped.
Small, evidenced, and scoped to a decision.
Every engagement produces something your leadership team can act on when it ends — not a proposal for phase two.
Work Portfolio Diagnostic
The starting point. Map real demand across one operation, separate value demand from failure demand, and triage every major workflow.
- Demand and failure-demand analysis
- Keep / redesign / retire classification, with sizing
- Opportunity map ranked by effort and control risk
- Executive readout and funding recommendation
~10 interviews
Fixed fee
Flow & Decision Sprint
One priority journey, taken from diagnosis to a control-aware future state and a plan the operating team owns.
- Current-state flow, queues, and rework paths
- Decision, routing, and escalation redesign
- Future state with audit trail and human review built in
- 90-day implementation plan with named owners
One journey
Fixed fee
Standing Advisor
For leaders already mid-transformation who need a second set of eyes and honest pushback, not another workstream.
- Monthly working sessions with you and your leads
- Operating cadence, metrics, and governance design
- Review of vendor and automation business cases
- On-call for the decisions that can't wait
Three-month minimum
Retainer
One senior practitioner, two decades leading enterprise change.
The person who does the analysis is the person you talk to. The method comes from a career running improvement inside large, controlled, high-volume operations across financial services, insurance, healthcare, and manufacturing — and from Lean Six Sigma at Master Black Belt level, certified at General Electric. Environments are described by industry here; specifics come up on a call.
- National wealth management platformFinancial services · VP, operations and continuous improvement
- Global management consulting firmLean management systems built for global financial services clients
- Multinational insurance and assistance groupInsurance, travel, medical cost containment · multi-site Lean and RPA strategy
- Fortune 100 healthcare technology businessHealthcare IT · Master Lean Leader, enterprise Six Sigma program
- Aerospace manufacturerLed the internal management consulting group across multiple sites
Bring one operation you're unhappy with.
Thirty minutes, spent pressure-testing what you're actually dealing with: a flow problem, a decision problem, a failure-demand problem, or a work-retirement problem. They call for different responses, and mistaking one for another is where most improvement budget disappears. You'll leave with a sharper next step whether or not we work together.