Denise Haynes and Doug Serrano are the managing partners of Quiet Excellence. Denise and Doug are recognized leaders and consultants in Leadership and Business Processes. Their expertise includes business, health care, education, and non-profit / government organizations. Using the Malcolm Baldrige National Quality Award’s Criteria for Performance Excellence, Quiet Excellence helps its clients improve their strategic planning, customer relationship management, organizational design, change management, performance measurement systems and metrics; and, the implementation of many Continuous Process Improvement tools and techniques.

From CEOs to front-line workers, Denise and Doug are equally effective in transferring their knowledge to others in a light-hearted fashion that makes the learning stay with their clients. Both have taught at the graduate school level, and are Baldrige Award Senior Examiners who have served in all phases of the national award process including leading consensus review and site visit teams. Denise, an ASQ certified Lean/Six Sigma Black Belt, has served as a trainer for the Baldrige Award’s Board of Examiners. Doug has the “multi-viewpoint” perspective of having been an applicant as the Commanding Officer of a large military industrial complex, where he introduced the Baldrige Criteria. Doug then led his organization to win California’s Baldrige-based Gold-level award – the only Government organization to have ever achieved that level. Denise and Doug also serve as judges for the Baldrige-based Ohio Partnership for Excellence program and are frequently requested to speak at regional, state, and national conferences.