HARRY K. JACKSON, Jr., is Operational Excellence Leader at AlliedSignal Corporation's Aerospace Equipment Systems site in Torrance, California. Before joining AlliedSignal, he was total quality manager with Hughes Electronics' Product Support Division, where he developed and conducted total quality training and implementation throughout the division. He also developed Hughes's first self-directed work team. A graduate of the Six Sigma Academy, Mr. Jackson is a nationally and internationally recognized expert in the practice, principles, and tools of business improvement. He is a frequent speaker at conferences and seminars and the author of several previous publications.

NORMAND L. FRIGON is a principal in the consulting firm of Quality Associates, based in Fallbrook, California. He is also Associate Director for Quality Programs and Technology Development at the Center for Applied Quality Reliability, Naval Ordnance Center, Pacific, where he led the development and execution of the total quality management strategy. Mr. Frigon received his MBA in quantitative sciences from National University in San Diego. He consults to a wide variety of public and private firms as well as many government agencies, conducts frequent seminars at major universities, and is a popular speaker and lecturer. He is the author or coauthor of several books, including The Practical Guide to Experimental Design (Wiley).