The document tells the story of an MSP that struggled with unpredictable finances and unhappy customers until it invested heavily in developing and enforcing standardized processes. Over the course of a year, the MSP implemented rigorous processes for all aspects of its business. This resulted in improved service delivery, lower costs, higher profits, and growth into one of the top performing companies in its region. The document emphasizes that process is key to an MSP's success and outlines some of the significant financial costs that can result from a lack of standardized processes.