We had a complete breakdown in back office operations. When a broker brought in a new listing, it was taking 10 days to get signs out, 10 days to get brochures out, to get the website updated, etc. There was a great deal of confusion within the support staff in terms of finding things, i.e., documents, pictures, etc. They were overloaded, so our listing process was a nightmare. We were a slow, prodding organization before we went through the Process Improvement Workshop. Today, we are fast and efficient. And we do it with less people than we would have required. Our revenues are up $7,000,000 over last year. Now, our signs go up in 2-3 days, brochures in 2 days, web pages in 2 days. You know, it’s just easier, and we don’t have the internal stress within. When you came here to begin this process work 9 months ago, we had 43 sales people in 2 offices. As of next week, we’ll have 74 sales people in our 2 offices, and we’ve only had to add 2 additional support staff! And more importantly, we were able to define the roles and responsibilities the support staff should play. We were able to cross train some people to assist in the process, and we were only able to do that because we could define where a piece of paper was supposed to be and when and how to do it efficiently.