David Hamme serves as the Managing Director of Ephesus Consulting. Prior to founding Ephesus, David worked stints as a management consultant for Ernst & Young and The North Highland Company. His consulting work spans numerous areas including Strategic Planning, Process Improvement, Change Management, and Enterprise Wide Cost Reduction. Over a 20-year consulting career, David has completed projects for over 40 clients including such recognizable names such as GE Capital, Kellogg’s, Bank of America, Wells Fargo, Family Dollar, Delhaize USA, Fifth Third Bank, Lowe’s Home Improvement, Time Warner, Sonic Automotive, and Duke Energy. In addition to his consulting career, David served as an executive in Lowe’s Home Improvement’s Installation Business Unit. As a leader of this $3B business, David oversaw the strategic planning, marketing, product management, pricing, new product development and sales functions. David earned an M.B.A in Finance from Indiana University and a B.S. in Industrial Management and Electrical Engineering from Purdue University.

His specific areas of consulting expertise include:

  • Strategic & Business Analysis/Planning
  • Process Analysis, Design, and Management
  • Enterprise Cost Reduction
  • Performance Management
  • Program/Project Management
  • Executive Coaching



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Every day individuals enthusiastically accept prominent roles in companies around the globe. Not long thereafter, their initial excitement is tempered by an uncertainty epitomized in three questions:

  • How do things really work around here?
  • Who does what and where do I fit in?
  • What can I do to move the ball forward?

What they quickly discover is their role did not come with easy to follow instructions. And no one waits for them to get up to speed. The inbox bursts with wildfires – lackluster sales, missed deadlines, marketing mishaps, and new competitors testing the market. What they urgently need is an owner’s manual for managing and growing an enterprise, a structure for attacking the corporate chaos and lasering in on those critical items that determine success or failure. That is exactly the book written by David Hamme, Customer Focused Process Innovation.

The answers to the above questions rely on how the company organizes work or more simply stated, how it manages its processes. By Hamme’s definition, processes are a collection of tasks that take inputs and create outputs. In fact, every company is a web of processes. Work is completed at numerous stops across the company before a finished product is delivered to a customer.

For decades process improvement meant making products better, faster, and less costly, but there is a far greater power to processes. Consider for a moment that the web of interconnected processes in a company is the unique way a company creates value. It is in effect the company’s strategy. If we take this model further to its logical conclusion, it follows that if we calibrate the outputs of this process web to deliver exactly what the customer wants, we have created an incredibly efficient way to develop the perfect product.

But how do we know what the customer wants? Hamme states that by capturing feedback from those connection points where your process web interacts with the customer, rich detail is readily available on the wants, needs, and preferences of the customer. This information provides the target for a company’s strategy. By adjusting the process web, we can adjust the outputs to correlate with the customer information we have collected. In this way, we forge a concrete and direct linkage between a company’s market strategy and its operations.

Success is managing this simplified relationship between the customer and your processes. These concepts are the basis of Customer Focused Process Innovationbuilding a process-based machine to deliver exactly what the customer wants as efficiently as possible. Embedding this methodology into the DNA of a company leads to the creation of a naturally innovating machine – a fierce competitor in any market.

 Shingo Institute
Shingo Institute

This text provides a unique perspective on innovation; the connection to the process-focused organization and continuous improvement; and systematic alignment of resources and enterprise strategy.

 Shingo Institute
Shingo Institute

The author is spot on. He offers a systematic way to deploy innovation for company growth.

 Marshall Goldsmith – author or editor of 34 books including the global bestsellers MOJO and What Got You Here Won’t Get You There.
Marshall Goldsmith – author or editor of 34 books including the global bestsellers MOJO and What Got You Here Won’t Get You There.

David Hamme has created an important resource for executives and leaders who know that they must make fundamental changes in their organizations. The methodology of customer-focused strategies in this guide provides an invaluable blueprint to reinvent how your company innovates. You will not find such a straight-forward, scientific approach to righting your company’s direction anywhere but in David Hamme’s new book.

 Steve Newmark – President<br>Roush Fenway Racing
Steve Newmark – President
Roush Fenway Racing

I’ve been fortunate to rely on Dave in a professional setting as well as serving beside him in the non-profit world.  Having observed, and benefitted from, his tremendous insight and innovation regarding business strategy and organizational behavior, I’m thrilled that he’s going to share his approach and ideas.  His book, Customer Focused Process Innovation, will be required reading for my entire management team so that we can continue to grow and evolve into a more effective business unit.

 Steve Jegier, Head of Strategy – Wealth, Brokerage, and Retirement<br>Wells Fargo
Steve Jegier, Head of Strategy – Wealth, Brokerage, and Retirement
Wells Fargo

Every now and then a book comes along that forces us to rethink how we collectively organize our resources and manage our strategic initiatives. Customer Focused Process Innovation is exactly such a book. Refreshingly, David Hamme’s approach is not a pie-in-the-sky set of big ideas, but rather an expertly woven and intuitively practical framework of concepts and tools that bridge the gap between visions and strategies, and their realization in the factories, stores, and other locations where corporately conceived value propositions are brought to life. It is simply a must-read for executives challenged with delivering.

 Mike Lee – President<br>North Highland Worldwide Consulting
Mike Lee – President
North Highland Worldwide Consulting

It is a rare treat to have practical yet very strategic advice laid out in such a digestable manner.  Customer Focused Process Innovation brings a fresh perspective to some very well studied concepts in process improvement and innovation.  David speaks from the perspective of a well-seasoned management consultant who doesn’t just talk about these concepts, he implements them successfully.  I had the pleasure of working with David on one of the most impactful efficiency programs of my career.

 Stephen Shapiro, Author<br>Best Practices are Stupid.
Stephen Shapiro, Author
Best Practices are Stupid.

99% of the innovation books published don't address the part of the process where 99% of the value is created: implementation. However, David addresses this complex issue head on. If you want to make innovation a reality, get this book.

 Don Smith –  VP of Marketing<br>Family Dollar Stores
Don Smith – VP of Marketing
Family Dollar Stores

Finally a business book that not only provides great thought provoking insight into how a business does or does not operate, but  David Hamme also gives the step by step instructions to create a blueprint that everyone in the organization can follow to take the guesswork out of execution.  Customer Focused Process Innovation is cutting edge common sense

 Richard Maltsbarger – Business Development Executive<br>Lowe’s Companies, Inc.
Richard Maltsbarger – Business Development Executive
Lowe’s Companies, Inc.

Hamme takes a microscope to the intricate machinery that drives whether a company succeeds or not – its processes and the people that perform them.  Throughout, his emphasis on using a process focus and initiative management to drive long-term, real improvement to an organization is spot on … it’s the only way to really bring about the adaptation needed to survive.  With an executive perspective but a practitioner’s passion, his work can help mid- and senior-level leaders to take a new look at building resiliency into their operations.

 Anne Pfeiffer – Founder and Executive Director<br>Pat’s Place Child Advocacy Center
Anne Pfeiffer – Founder and Executive Director
Pat’s Place Child Advocacy Center

Nonprofit organizations and for profit entities share many organizational characteristics. As nonprofits face unrelenting scrutiny, there is a growing focus on efficiency and productivity. Customer Focused Process Innovation is a playbook in creating a blueprint to unleash innovation, build partnerships and drive performance. Dave Hamme brings a wealth of information and savvy to a topic of great value to leaders of organizations of all sizes.

 Steve Buecking – VP & Executive Producer<br>GA Communication Group
Steve Buecking – VP & Executive Producer
GA Communication Group

Dave Hamme has taken the complexities of a business organization and developed a process-based framework to gain understanding and identify business opportunity. His process innovation builds from the bottom up in a practical, realistic manner that cannot only be aligned with the business strategy but also with the organization's ability to execute. Dave's book is a valuable read for any business leader trying to gain an edge in today's hyper-competitive business environment.

 Shingo Institute
Shingo Institute

The work is practical and full of helpful methods to deploy the concepts. The book has widespread application through the development of process work streams, from customers to suppliers that drive customer-based improvements by building feedback loops through process-focused value creation and development of management-based systems that support alignment of resources and strategy.

 Gino Biondi – Vice President Sales & Marketing,<br> Zenith Products Corporation
Gino Biondi – Vice President Sales & Marketing,
Zenith Products Corporation

David Hamme's book is spot on and insightful in regards to both the idea and the how to implement and gain alignment with "Customer Focus", "Innovation" and "Process".  Dave dives straight in by starting out on the process elements relevant to win.  Through well-articulated principles he ties utilizing "process" to be "customer focused" extremely well. This core and essential theme is done with a connect-the-dots thinking that makes it easier to think about how to plow through the biggest challenges, maximize relevant innovation, get cost and quality right and have the speed to market essential to meeting customers needs.  The step by step approach he lays out transforms the complexity of process to a palatable idea you'll want to implement immediately.