The Challenge To address the growing demand for ABA therapy resulting from insurance coverage expansion, ESNorCal established a network of therapy providers. However, even with the additional providers, ESNorCal struggled to offer therapy schedules that met its clients’ needs and its service level agreements with Kaiser. Staff were frustrated by the manual data entry required to document care, communication barriers, unclear roles and responsibilities, and complaints from clients, Kaiser, and network providers. The Process ESNorCal asked ECG to evaluate and improve its provider capacity management, client placement, and customer service. Using Lean Six Sigma principles, ECG’s performance optimization team quickly established and led two concurrent process improvement work str

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