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Business Process Improvement

Lynn Smith is an experienced professional consultant, trainer and coach and has worked in the private, public, and not for profit sectors. Working on an individual and team basis with blue chip organizations such as Boots, Sellafield Sites, P.A. Consulting, The Foreign Office, Metropolitan Police and the NHS. Lynn has spent many years consulting and training around the world in the Pacific Rim, USA and Europe.

She has worked within the Quality Management environment for the last 20 years, initially working as a senior quality manager for divisions of both Philips Electronics and later Mitel Electronics. She has worked with many organisations across Europe and the UK, helping them introduce Quality Management into the organisation to meet international standards such as ISO 9001 and European Foundation for Quality Management‘s (EFQM) Excellence model.  

Lynn co –founded in her company in 1998, which specialises in training and business consultancy. Since then, Lynn worked on many quality management system projects, and provided consultancy, business improvement and mentoring expertise for a range of different organisations, in both the public, private and voluntary sectors. In addition to training and auditing organisations, Lynn has coached a range of people from junior staff to senior executives in Quality and Change Management techniques.

Lynn is a very experienced trainer and has been designing and running many in-company quality management training courses, as well as being a regular tutor for the Chartered Quality Institute since 2001.  Her special interests are working with organisations in culture change by helping people through the transition to become more proficient and provide an excellent quality service to their customers. She sees quality as an integral part of working life.

David Straker is an expert in quality, psychology, communication and change, both for individuals and in business.

He has managed, taught and consulted around change in large and small, private and public organisations, including Hewlett Packard, Airbus, BCS and the Qualifications and Curriculum Authority. He has also coached many people to help them be more successful. He currently is a trustee of the Chartered Quality Institute, a Mentor for Business Wales and works with several local charities.He…

Uniquely, he is qualified and experienced in both the ‘hard’ process and systems side, as well as the ‘soft’ human and innovative side of business and change.  He has two master’s degrees, in business and in psychology, and is qualified to use several psychometric instruments. He also has postgraduate qualifications in education and marketing and has done significant other training. He is a Fellow of the Royal Society of Arts and a member of the Society of Authors. He is also the Media Relations Honcho of the London Eccentrics’ Club.

He has written six books on business, innovation and change, the latest of which is ‘Changing Minds: In Detail’. He is also the author of three popular websites:, and, which contain over 7000 pages of information and which receive over a million visits per month.

He believes in life-long learning and has a personal library of over 2000 business and psychology books, plus many other articles and papers. His favourite word is ‘aha’ – both for himself and for other people, and is equally at home on the factory floor investigating operational issues, in the classroom teaching the psychology of change, or in the executive suite facilitating strategic discussions.

David lives in Monmouthshire with his wife and two daft retrievers. To relax he writes, walks and is a keen amateur photographer.