Mike is both a respected author as well as an accomplished consultant and trainer in process management, design/redesign and improvement. He specializes in service and transactional business efforts, from financial services to real estate. Mike’s early career included over a decade with Federal Express, beginning in fleet reliability, where he planned maintenance and acquisition for 40 thousand vehicles, and later rising to lead customer service performance management for FedEx’s international operations, including 41 international call centers. He joined American Express in the late 1990s, where he played a key role in the company’s extensive Global Six Sigma initiative. He trained and certified several hundred of AmEx’s Black and Green Belts, along with Champions, Master Black Belts and Yellow Belts. Mike served as Chairman of the Finance Quality Council and led the development and deployment of the Six Sigma Design (DFSS) process and methodology. He also helped establish cross-functional process management and measures in several areas of the business. Projects he coached achieved $38 million in savings and revenue gains. As a consultant, his work has focused in helping clients plan and implement Lean Six Sigma structures, select projects, implement core process management and tie results to strategic goals. He has also devoted time to two successful book projects for McGraw-Hill: What is Six Sigma Project Management? (2005) and Six Sigma for Financial Services (2006), both co-authored with Pivotal’s Vice President of International Operations, Rowland Hayler. Mike is a Certified Quality Engineer and has long been active in the American Society for Quality, for which he is the current President. He holds an MS in Industrial Systems Engineering and a Bachelor’s degree in Business Administration with a Finance emphasis, both from the University of Memphis.