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Client Project Descriptions
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Facilitation and Coaching
Strategic / Operational Planning: Designed and facilitated sessions for clients including: National Marine Fisheries Service, Santa Monica-Malibu Unified School District; United States Air Force (Military/Civilian Space Acquisitions); California State University Pomona; Social Model Recovery Systems; Lakewood Community Hospice; United Way; NAACP ? (Pasadena Branch); Southern California Human Resource Consortium.
Staff Engagement / Team Development: Designed and facilitated workshops on Change Management, Performance Management, Conflict Resolution, Team Building, Customer Service, and Collaborating with Business Partners for clients including: Santa Monica College Manager?s Forum; Housing Authority of the City of Los Angeles; Los Angeles County Department of Health Services; Rio Hondo Area Latino Education Council (RHALEC); numerous WorkSource Centers (through the State of California Employment Training Network).
Diversity Awareness Assessments and Workshops: Designed and facilitated programs for the Los Angeles City Fire Department; University of California at Los Angeles Business Enterprises; Los Angeles Unified School District; Taco Bell; Zenith Insurance; Los Angeles Teachers' Credit Union; The National Conference for Community and Justice; Museum of Tolerance.
Performance Coaching: Conducted individual and group HR/EEOC coaching sessions for the Los Angeles Department of Public Works. Set-up on-the-job mentoring relationships and conducted career coaching for clients of BizLink Welfare-to-Work programs.
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Organizational Effectiveness and Change Management Consulting
Kaiser Permanente: Developed change management plan and related communications, viz., work process and procedure documents, print and web-based newsletters, team briefings and training workshops, for staff and external vendors in support of a materials procurement, purchasing, invoicing and payment system implementation.
Internal Revenue Service (Western Region/Los Angeles District): Designed and facilitated management, work group, cross-functional team and labor-management partnership interventions related to change management, values and vision, diversity management and survey-feedback initiatives.
Metropolitan Water District: Designed, facilitated and analyzed survey, focus group and interview protocols with the Financial and Business Service Division Branch Manager team to support development of their long range staffing plan. Coached managers in conducting interviews with their senior management.
City of Gardena: Consulted with City Manager and Executive Team to develop a performance measurement approach for the city?s five-year work plan goals and budgeting process.
Southern California Gas Company: Consulted with a cross-functional organizational effectiveness task force to analyze an employee change management intervention and developed workshops on leading change throughout the organization.
Besteel Industries: Designed and facilitated market research identifying the areas of potential growth for the prefabricated modular steel building industry.
Thrifty/Big 5 Sporting Goods: Conducted a work flow analysis (computer and paper-based systems) of the Sales Audit Department and recommended process improvements.
Southern California Gas Company: Developed management training program on internal customer focused quality improvement methodologies including productivity improvement, value chain analysis, work process analysis and charting, and problem solving.
California State University Pomona: Facilitated academic department's strategic and action planning retreat.
WYSE (Women and Youth Supporting Each Other): Facilitated Board of Director's five-year vision and strategic planning process and coached executive team members of this nation-wide provider of resources, information and support for school-age young women.
Social Model Recovery Systems: Designed and facilitated sessions on strategic planning, role clarification, and conducting effective meetings for this provider of services to multi-diagnosis (drug/alcohol/mental illness) clients.
Lakewood Community Hospice: Facilitated strategic planning for a community-based health provider.
United Way: Facilitated focus groups assessing proposed donor programs.
Southern California Council on Environment and Development: Facilitated dialogue and planning session among representatives from government agencies, environmental organizations, community groups and private enterprise in response to the Southern California Regional Comprehensive Environmental Plan.
Southern California Human Resource Consortium: Designed and facilitated search conference modeled strategy and policy making process for human resource professionals representing ten separate organizations.
Santa Monica-Malibu Unified School District ? Strategic Planning Design Team: Appointed by the Board of Education to serve as a member of the Strategic Planning Design Team; designed planning sessions, conducted outreach to community-based stakeholders, conducted interviews, and facilitated group processes.
Unitarian Universalist Community Church: Facilitated Education Committee's annual planning process.
Globescope: Facilitated action planning for this community-based environmental group.
NAACP - Pasadena Branch: Facilitated organization mission and values clarification retreat with Board of Directors.
Seva Friends in Service: Facilitated value analysis, goal setting and action planning process for this community-based service group.
America Speaks: Facilitated community-based forums on nation?s health care priorities.
California Endowment: Conducted series of team building sessions with Senior Managers.
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Performance Management Strategy Development
Federal Express: Facilitated cross-functional management team to identify core business output and competency-based performance requirements for Ground Operations Senior Managers
University of California at Los Angeles Department of Telecommunications: Developed a competency-based training and development strategy for the over 100 union-represented employees.
Jet Propulsion Laboratory: Consulted with the Integrated Business Systems division to develop a comprehensive competency-based curriculum to re-train personnel migrating from a mainframe based information system to a networked client server environment.
Armstrong World Industries: Consulted with senior management and coached plant supervisors and functional area specialists to develop a competency and performance based learning, assessment and incentive process for manufacturing plant Tile Line Operators.
AdImpact: Developed a performance management approach addressing the strategic business growth needs of this small business firm in the corporate branding signage industry.
Behavioral Health Services: Designed and facilitated organizational culture change interventions focused on implementing business vision and performance management strategies for this nonprofit multi-site social drug and alcohol treatment service agency.
ENKI Health and Research Systems: Designed and facilitated organizational culture change interventions focused on implementing business vision and performance management strategies this nonprofit multi-site mental health treatment social service agency.
San Fernando Dental: Conducted organizational assessment and facilitated implementation team meetings.
Toshiba America: Conducted a role focused needs assessment identifying the educational requirements for creating a comprehensive management development program.
Consumer Credit Counseling Service: Developed a competency and performance-based training plan and curriculum for call center customer service representatives, designed a four-day training program, and conducted train-the-trainer sessions to support a process and procedure re-engineering implementation.
Lockheed Federal Credit Union: Consulted with senior manager in the design of an integrated conceptual framework for an organization-wide Employee and Management Development Process and LMS Database.
BizLink (Welfare to Work): Consulted to client businesses on implementing on-site mentoring programs to support new hire retention and coached individuals to ensure job placement success and career advancement.
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Work Systems IntegrationTraining Design
IndyMac: Designed instructor led training for the Default Risk Management Division focused on implementing policies and procedures for the mortgage lending foreclosure review and litigation processes.
Countrywide Wholesale Lending: Designed a two-day instructor-led training program on the use of a customer-service call monitoring and evaluation program. Modules focused on service quality assurance, use of system, performance management, and coaching.
PacifiCare/Secure Horizons: Designed an a series of end-user training programs to support system integration efforts for the health insurance enrollment, claims processing and information technology divisions.
Prudential Insurance: Consulted with the Organization Effectiveness Department to facilitate Group Claim Support Divisions to develop a nation-wide training program to support the transition to a new data entry and claims adjudication system
Blue Cross of Southern California: Designed training programs for Customer Service Representatives on the use of a mainframe online information retrieval system used for claims adjudication, financial processing procedures.
Blue Shield: Developed training documentation for a technical website for Customer Service Representatives in preparation for the MyLifePath.com rollout.
First Interstate Bank of California: Developed a statewide training program supporting the release of a new PC-based system that automated all teller transaction functions, customer service managers and quality control functions.
Security Pacific National Bank: Designed interactive computer-based training modules for entry-level tellers on the use of customer inquiry system and banking procedures.
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Consultative Sales Training Development
Xerox Corporation: Member of consulting team that developed systems selling processes used by all sales representatives and analysts in the document systems and electronic reprographic systems divisions and managed the design of nationwide systems selling training program on advanced consultative selling skills and business and work process analysis.
GE Mortgage: Consultant to an internal training design team that developed a comprehensive mortgage lending program for international banking leaders. Program consisted of two three-week facilitator and subject matter expert led sessions over the course of six months.
Countrywide Wholesale Lending: Designed instructor-led program in a customer interaction model and process that developed skills enabling Operations staff to ?ask for additional business?.
Amway / Nutrilite: Designed a nutritional product awareness training program for internationally-based top-level product distributors in support the implementation of the Rehnborg Center for Health and Nutrition.
Nissan Motor Corporation: Designed a consulting skills training program for Dealer Service Department Operations Analysts that covered customer service, work process improvement and financial measurement and analysis.
Bull Printing Systems: Developed systems selling processes used by all regional sales representatives.
American Cablesystems: Designed training modules for a two-week program for sales representatives involving sales processes and procedures and the use of computer databases to support the selling process.
Wang Laboratories: Designed an introductory product overview course for sales representatives and support staff on Wang's complete line of mainframe computers and software application packages.
Elixir Technologies, Inc.: Designed and developed modules of a three-day training program in the sales, operational, and technical aspects of a software product line used to produce forms, fonts and graphics generated on an IBM PC, interface with a mainframe host, and output to high speed laser printers.
Compulaw: Developed the documentation and self-paced training for a personal computer-based general ledger accounting system targeted for the legal profession.
Southern California Gas Company: Developed budget and cost reporting workshop with focus on new computer system and application-based case study.
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