In 2018, Kimberly Iapaolo joined The Hertz Corporation as the project director, global continuous improvement.
Her passion for processes and systems was born from a desire to serve her customers more effectively. Frustrated with old, inefficient systems that created more work without enhancing the customer experience, Iapaolo sought out specialized training to help people organize systems and processes.
If you are frustrated with something in your day, Iapaolo suggests mapping out the issue with a flip chart and marker. Once you visualize the sequence of steps, you can often see new solutions to reorganize the flow or fill missing gaps.