Process improvement often conjures images of sterile workflows and rigid methodologies. But for Mehul Patel, Zayo’s Head of Process Improvement, it’s something far more dynamic: a blend of art and science that transforms how Zayo thinks, works, and collaborates.
With 25 years in tech and telecommunications, Mehul has mastered the delicate balance between technical precision and human empathy. His approach goes beyond traditional process optimization, building a culture where continuous improvement feels natural, not threatening.
Through hypothesis-driven thinking and collaborative problem-solving, he’s helping Zayo evolve to future-focused process design. This is how one leader’s appetite for learning and unique perspective on collaboration is reshaping our approach to growth and efficiency.
From Fiber Optics to Process Engineering: A Journey of Evolution
Mehul’s path to process improvement wasn’t linear. Beginning his career in the technical trenches as a fiber optic engineer, he spent the first half of his storied career designing metro fiber networks and running network operations centers in Florida. “The first half was purely technical,” Mehul explains. “But the second half has been all process engineering.” This transition wasn’t just a career pivot; it was a natural evolution that combined his technical foundation with a growing passion for organizational transformation.
Through various roles in the tech industry, Mehul gained deep insights into how large organizations function. Each experience sharpened his ability to guide teams from reactive chaos to a proactive, well-structured approach, driving sustainable success along the way.
The Academic Connection
What sets Mehul apart is his enduring commitment to academia. As an adjunct professor of mathematics and statistics, he brings a unique perspective to his role at Zayo. This academic grounding helps him “lead with empathy and structure across the board.”
“Both as a student and a leader, being abundantly curious has led me to pursue many tracks and acquire additional information to help me be more effective in all walks of life,” he reflects. For Mehul, learning isn’t confined to formal education – it’s about translating knowledge into value creation.
The Philosophy: Hypothesis-Driven Leadership
At the core of Mehul’s approach lies a powerful concept: hypothesis-driven thinking. This methodology shapes everything from how he approaches problems to how he leads his team.
“Whether it’s a problem, a root cause, or a solution, they are all assumptions until we test and learn from them,” Mehul explains. “Everything we do is around hypotheses.”
This mindset transforms traditional problem-solving in a few key ways:
Removes Blame From the Equation
Hypothesis-driven thinking “decouples you from the blame. It only couples you to the possibilities of tomorrow versus the constraints of today.” This creates a safer space for the team to experiment, learn, and win.
Encourages Experimentation
When solutions are treated as hypotheses rather than final answers, teams become more willing to test, iterate, and improve, reducing the fear of failure and incentivizing constructive thinking.
Promotes Collaborative Discovery
Instead of coming in with predetermined solutions, Zayo’s Process Improvement “ninjas” lead with “utmost curiosity” and guide others to “see the symptoms as cues, not conclusions.”
The Art of Collaborative Process Improvement
Traditional process improvement often feels like something done to employees rather than with them. Mehul has flipped this dynamic entirely through his collaborative approach.
Making Transformation Non-Threatening
“Transformation should never feel threatening,” Mehul emphasizes. “When people feel safe, supported, and heard, we have the maximum likelihood of unlocking better answers than any framework can.”
This philosophy manifests in several practical ways:
Co-Discovering Solutions
Rather than diagnosing problems from the outside, Mehul’s team partners with departments to co-discover opportunities. Together, they ask questions like “What do we want to achieve through this particular transaction?” and “How do we reduce the pain points that folks experience?”
Shifting Perspectives
The team works to change conversations from “what is broken in my area” to “how do we make this better together?” This horizontal thinking breaks down silos and builds shared ownership.
Human-Centered Design
Every process improvement initiative starts with understanding the human experience. “Process improvement is not formulaic; it’s people-driven and mindset-focused,” Mehul notes.
Real-World Impact: Transforming Zayo’s Network
When Nikos Katinakis joined Zayo as Chief Technology Officer, he recognized an immediate need for network transformation. Mehul worked directly with Nikos to translate his vision of a stronger Zayo network into actionable steps.
The project’s success came from breaking down the massive challenge into manageable chunks,
Allowing for detailed analysis of each process step. Most importantly, the collective perspective shifted team conversations from departmental problem-solving to collaborative solution-building.
This approach delivered significant results, demonstrating how proper collaboration can drive both efficiency gains and cost savings across the organization.
Building a Culture of Continuous Improvement
Creating lasting change requires more than individual projects; it demands a cultural shift. Mehul has identified several key principles for fostering continuous improvement:
Overcoming the “Knowledge Trap”
“What we know limits our thinking,” Mehul notes. “Being familiar with what is known creates a lot of blind spots across the board.” To combat this, he creates space for new ways of seeing, not just doing.
Making Change Personal
“Keeping everyone inspired is easier said than done. You have to make it matter for the people directly involved in it.” The key is ensuring people feel they are part of the change, rather than victims of it.
Balancing Speed and Reflection
Mehul appreciates that Zayo is “wired for action, but also open to learning, adjusting, and getting things better together.” This balance of speed and reflection is rare in fast-moving organizations, but essential for sustainable improvement.
Bold Without Ego
For Mehul, Zayo’s culture represents the ideal environment for process improvement work. He describes it as “being bold without ego,” a place where people are encouraged to think big and challenge assumptions while maintaining empathy and humility.
“Zayo enables me to show up fully as a strategist, educator, learner, teacher, and a curious problem solver,” he explains. This multifaceted role allows him to leverage his diverse background and teaching experience in the service of organizational improvement.
Supporting Behind-the-Scenes Impact
Unlike cultures that only celebrate front-line achievements, Zayo values “the behind-the-curtain enablers and the people who create clarity, elevate others, and help the system work better for everyone.”
This recognition is crucial for process improvement professionals who often work in supporting roles. “The wins belong to the business, and we are here to support, simplify, and amplify,” Mehul explains.
The Future: From Process Improvement to Process Intelligence
As Zayo scales, Mehul is leading the evolution from traditional process improvement to what he calls “process intelligence.” This represents both a mindset shift and a capability upgrade.
Traditional vs. Intelligent Processes
Historically, the focus has been on solving problems and inefficiencies as they occur, digging into pain points, mapping processes, and co-creating better workflows. The next chapter is about going deeper:
- From Reactive to Proactive: Instead of just solving problems, the goal is optimizing before issues arise. Instead of reacting to inefficiencies, the team aims to anticipate them and address them in advance.
- Real-Time Visibility: Using tools such as process mining, AI, and advanced analytics, the team is building the capability to visualize workflows in real-time, allowing for immediate identification of bottlenecks and inefficiencies.
- Predictive Analytics: By collecting data on behavior and outcomes, the team can predict where problems might occur and address them proactively.
Combining Traditional Future Approaches
Mehul isn’t abandoning proven process improvement methods. Instead, he’s combining traditional approaches with cutting-edge technology to create a more comprehensive solution.
This evolution reflects his broader philosophy: continuous learning and adaptation are essential for staying ahead of organizational needs.
The Ripple Effect of Thoughtful Leadership
Mehul’s leadership proves that combining technical expertise with empathy and human connection can drive meaningful change. By fostering collaboration and empowering others, he’s creating a culture of growth and innovation that inspires both people and progress. As Zayo evolves, his approach offers a blueprint for sustainable success rooted in intention, structure, and heart.