Effective business process re-engineering and design is about building processes that deliver services to the customers that meet and exceed their expectations at an acceptable cost to the business. To achieve this balance, above all else requires a thorough understanding of the culture and objectives of the business and an intimate knowledge of customer expectations and the extent to which they perceive they are met by the business.

Qualitas will therefore always look to balance the use of the proven process improvement methodologies described below with a strong dialogue with the client to understand their objectives  and a thorough analysis of the customer  base and it's explicit needs.

Sis Sigma is essentially a methodology that enables the elimination of defects.

Six Sigma's roots lie in Motorola where it was developed with the objective of eliminating defects in the manufacturing process. More recently the tools have been adapted successfully to for use in service industries with startling results.

The process seeks to use data to identify areas within the business where defects are an issue and to identify the root causes of these errors. Six Sigma also provides a framework for the development and implementation of solutions and the building of a control structure that helps ensure that the process continues to deliver to the business's  and customer's expectations.

Six Sigma is a measure of quality that strives for near perfection. The statistical representation of Six Sigma describes quantitatively how a process is performing. To achieve Six Sigma, a process must not produce more than 3.4 defects per million opportunities. A Six Sigma defect is defined as anything outside of customer specifications. A Six Sigma opportunity is then the total quantity of chances for a defect.

Lean provides an effective means of removing waste.

Lean has developed from many process quality tools most notably from the Toyota Production system as a means of compensating for its challenge of limited human, financial, and material resources. Like Six Sigma it has been adapted to meet the needs of servicing businesses and is actively used by many household names and in public services with often sensational results.


Lean is a essentially aligned to the businesses long term strategy and uses a customer focused approach to delivering quality service that is right first time where waste is removed from the process. In its most effective form Lean is deeply embedded into the culture of the business creating a "Learning Enterprise" that actively seeks to continuously improve its processes for the benefit of the business and its customers.