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In his new role, Hensler will expand and lead Intuit's process excellence initiatives that began 18 months ago, and which already have made a significant impact on customer service and business results.

"Bill is a proven process excellence leader, with a track record of success in some of the world's most recognized and successful programs - Six Sigma, Baldrige and Deming," said Steve Bennett, Intuit president and chief executive officer. "He has led process excellence efforts at a number of companies spanning several industries. This broad level of success and expertise are an asset to Intuit, our customers and our shareholders."

Hensler helped lead the process excellence program that earned the prestigious Deming Prize in 1989 for the Florida Power and Light Company, the first company outside Japan to receive such recognition. The award, administered by the Union of Japanese Scientists and Engineers, recognizes companies that have successfully applied quality tools and practices to improve business performance and enhance customer satisfaction.

Hensler joins Intuit from Ashford.com, the leading Internet retailer of luxury goods, where he was responsible for all phases of operation, including order processing, shipping, sales and customer service. Prior experience includes key positions at Compaq Computer Corp., Coopers and Lybrand, LLP and Qualtec Quality Services.

"This is a great opportunity to continue the impressive work that Intuit has started," said Hensler. "Intuit is known for its innovative approach to solving customer problems. We'll expand that innovative approach to our own operations so that we can be more efficient as we service customers, lower operational costs and increase profit margins.

"We're deadly serious about improving business performance. The tools and methods that have been proven successful at some of the world's leading companies are the best way to achieve the kind of breakthrough improvements we are seeking," he said.

Under the leadership of Bennett and Hensler's predecessor, Dennis Adsit, Intuit has completed 17 process excellence projects that have resulted in annualized bottom line benefits of more than $10 million. An additional 80 projects are in process, with estimated annual benefits of more than $20 million.