Neuroscience Institute for Seniors Challenge: A hospital wanted to create a unique neuroscience institute for seniors that targets seniors with symptoms like neuro pain, balance, and/or cognitive functions without having a template of prior success to guide the creation and implementation. ASI Solution: We recommended using LEO to identify and Listen to the internal and external customers in the new process; Enrich the new process by identifying the existing process with measures and then designing a new process with measures that created a world-class level of service; and Optimize this new process by not only implementing it, but 'designing in' the quality so that very few changes needed to be made once the new process was implemented. [...]