It was always obvious to us that our ERP project was about achieving better business process, lower costs, and better serving customers. However it was not obvious how to effectively conduct and lead this business process planning. Engleman Associates, Inc. (EAI) provided valuable assistance in how to conduct and lead this critical business process planning. Key to this assistance were techniques to focus on the approximate 20% of all future-state business processes, process exceptions, and metrics that were somewhat unusual at Provo Craft—as compared to ones more routine. This assistance made a solid contribution to our success.