1. According to QMS, "what major corporations did in process improvement?"

Quality Management Systems (QMS) is a principal company in Value Creation Partners. The company is a consulting company in the field of process improvement techniques such as lean, six sigma, reengineering, and continuous improvement techniques. The company has expertise in what a business process should look like for fifteen years and expertise in what major companies did in process improvement that made them successful and synthesizing the find- ings into design principles that anyone can use. The company has come up with various design principles that apply to business processes. The first example was from the inspection department for the metro city of India. Before the redesign, it had taken more than a month to get their designs approved. There was no money available from the metro city for process improvement. The company helped the city authorities to develop a new form, and the processes were evaluated and the results were judged on the basis of the following: Quality Time Cost Frustration, if any Frustration level is very important because the company says that it has a high correlation to quality and there is usually immediate buy-in from people within the process. After finding out the frustration level, it is important to find out why. The main problem was incomplete information on the permit forms, so the process was amended to ensure that all the information that was needed was in place from the beginning.