Willie L. Carter is the president of Quantum Associates Inc., a process improvement consultancy. He helps managers unlock the full promise, speed, and energy of their processes. Carter’s certifications include, Lean Sensei, ISO 9000 Lead Assessor, Manager of Quality/Organizational Excellence. He is an experienced facilitator, coach, and author of the book, Process Improvement for Administrative Departments—The Key to Achieving Internal Customer Satisfaction (BookSurge Publishing, 2008). His company helps executives optimize their business processes to minimize their costs and accelerate their cycle time while simultaneously enabling them to do more with less. He can be reached at wcarter@quantumassocinc.com.