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Skills

  • Adult Education
  • Business Performance Coaching
  • Business Process Improvement
  • Customer Experience Design
  • Facilitating
  • Instructional Design
  • Training

Services

  • Facilitator / Trainer / Coach

    $5/hr Starting at $25 Ongoing

    Dedicated Resource

    Helping organizations create better results through process improvement, reengineered customer experiences and increased sales. Helping executives, managers and supervisors become more effective leaders...

    Adult EducationBusiness Performance CoachingBusiness Process ImprovementCustomer Experience DesignFacilitating

About

Creating high performance workplaces through better leadership and team development, process improvement and exceptional customer experiences..

PERFORMANCE IS BELIEVING...
Leadership and work teams will not perform beyond their beliefs. You can get compliance, but not commitment when trust is low and communication is substandard. As a result morale and productivity are negatively impacted

A PERFECT FAILURE
I was hired by an engine electronics company to improve processes for customer ordering, procurement, manufacturing, shipping and customer satisfaction. It quickly became evident that each area was a function with its own set of business objectives. These objectives were at cross purposes and did not align to produce a loyalty building customer experience.

Each manager had to protect himself and his turf. Trust and collaboration never had an opportunity to build between teams.

The operations director who oversaw all these functions, kept pushing for better outcomes. When failures occurred, people were targeted for blame under the guise of root cause analysis. Everyone was afraid to make mistake and possibly lose his or her job.

When I suggested that procurement, manufacturing and shipping have a dotted line reporting relationship to customer service, the operations director dismissed the idea. It became painfully evident to me that substantial positive change was not possible under the current structure.

Eventually the customer service and procurement managers were fired, the manufacturing manager had his responsibilities reduced, the shipping department got reassigned under a new manager and the operations director left the company. Yet, for all these changes the results still remain about same.

LESSONS LEARNED
The organization missed a significant opportunity to create more capacity internally and more customer value . They did not ask me to deliver:

* Leadership development training focused on emotional intelligence, listening and communication.

*High performance team building

*Customer experience re-design and implementation.

I can do this for you. Don't miss the opportunity!

Work Terms

Regular business hours Monday through Friday.
Projects with a defined scope can be billed by the project. Otherwise it is an agreed upon hourly rate.