Rowland Hayler is the Director of International Operations for Pivotal Resources Inc., a global Lean and Six Sigma consulting and training company. He has worked with a diverse range of clients around the world on organizational improvement.Michael Nichols is the Director of Six Sigma Design and a Senior Master Black Belt within the Global Reengineering/Six Sigma group of American Express. He is also the principal associate of Nichols Quality Associates.For any additional information on Six Sigma Process Management, the authors can be contacted at info@sspm-ideas.com.