Strategic and Operational Planning: Engage stakeholders in developing a collaborative business partner and customer-focused approach to aligning your organization's vision and mission, core competencies, growth opportunities, and performance goals.
Engaging Employees: Move from vague job descriptions and inconsistent evaluations to achieving strategic outcomes and results by clarifying who has expectations of whom about what by when.
Transferring Wisdom: Capture and communicate subject-matter-expertise to support individual, team and organizational learning and development.
Talking with Each Other: Engage people througn facilitation, coaching and mediation to surface issues, resolve conflict and enhance collaboration.
Clients Say . . . Results of the intervention were seen not only in improvement in production and quality, but also in a dramatic decrease in the length of time it took to get these numbers. -- Pat Lewis, Manager Claims Systems, Prudential Insurance The expertise and professionalism you brought to the project team was a major factor in the success of the program. -- Karen Slade, Marketing Manager, Xerox Corporation Your design for the group meetings and training contributed significantly to the meaningfulness and success we achieved. -- Rosalind Schwartz, Director, UCLA Institute of Industrial Relations
The relaxed friendly way you went about facilitating enabled the group to reach consensus. -- Pat Esquivel, President Board of Directors, Lakewood Community Hospice
Thanks for all the hard work; we could not have gotten this far without your dedication to the project. -- Gustavo Crosetto, Manager, Global Mortgage Training, GE Consumer Finance
Michael is exceptionally good with people and can smooth out the roughest bumps in a project, always keeping in mind corporate objectives and budget constraints. He makes a special effort to see that the right people are assigned to the right tasks and is perceptive, diligent and thorough. -- Joe Wilson, DataTrain.
Thank you for the tremendous time and effort you contributed which has set an exemplary Strategic Plan in motion. I appreciate your dedication and commitment to making this an open and inclusive process. Your unique talents and expertise have created a solid base from which we can move forward. -- John Deasy, Superintendent, Santa Monica-Malibu Unified School District.
Michael has always delivered very thought-provoking and illuminating approaches to organizational issues and situations. His delivery methods and demeanor brings out deep feelings and drivers for those issues. He has a soft-spoken, laid back approach to leading people to discover their own truths and solutions to the presenting problems, and even some hidden ones. I have valued and learned from every interaction with him, both as a teacher/consultant and as a friend. -- Suresh Radhakrishnan, SPHR, Human Resources Program Manager, Metropolitan Water District of Southern California
Michael has considerable experience working with hundreds of people who have expressed how much his work has helped them in their careers. He has enthusiasm and empathy for his participants and is a powerful facilitator. -- Pauline Field, CEO, International FieldWorks
Selected Client Project Descriptions
Strategic / Operational Planning: Designed and facilitated sessions for clients including: Santa Monica-Malibu Unified School District; United States Air Force (Military/Civilian Space Acquisitions); National California State University Pomona; Social Model Recovery Systems; Lakewood Community Hospice; United Way; NAACP – (Pasadena Branch); Southern California Human Resource Consortium.
Leadership / Team / Staff Development: Designed curriculum and facilitated workshops on Change Management, Performance Management, Conflict Resolution, Team Building, Customer Service, and Collaborating with Business Partners for clients including: Southern California Gas Company, McDonnell Douglas Finance Corporation, 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); Los Angeles Urban League; 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 departments within Los Angeles County government agencies. Set-up on-the-job mentoring relationships and conducted career coaching for clients of BizLink Welfare-to-Work programs.
Talent, Performance and Competency Management
Federal Express: Developed a competency-based performance model for Ground Operations Senior Managers.
Jet Propulsion Laboratory Integrated Business Systems Division: Developed a comprehensive competency-based curriculum to re-train personnel migrating from a mainframe to a networked client server environment.
Armstrong World Industries: Developed a competency based learning, assessment and incentive process for manufacturing plant Tile Line Operators.
Behavioral Health Services / ENKI Health and Research Systems: Implemented business vision and performance management strategies for (1) a nonprofit multi-site social drug and alcohol treatment service agency and (2) a nonprofit multi-site mental health treatment social service agency.
Consumer Credit Counseling Service: Developed a competency and performance-based training plan and curriculum for call center customer service representatives to support process re-engineering.
Lockheed Federal Credit Union: Contributed to the design of an integrated conceptual framework for an organization-wide Employee and Management Development Process and LMS Database.
City of Gardena: Developed a performance measurement approach for the city’s five-year work plan goals and budgeting process.
Small Business Clients: Developed strategic growth performance management approaches for: AdImpact (corporate branding signage industry); AM Ortega Construction (underground utility trench technology); San Fernando Dental (professional practice)
Change Management / Process Improvement
Kaiser Permanente: Developed change management plan, communications, and training in support of a materials procurement, purchasing, invoicing and payment system implementation.
Metropolitan Water District (Financial and Business Service Division): Designed, facilitated and analyzed survey, focus group and interview protocols to support development of a long range staffing plan.
Southern California Gas Company: Designed and analyzed an employee change management survey and developed workshops on leading change throughout the organization. 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.
Thrifty/Big 5 Sporting Goods: Conducted a work flow analysis and recommended process improvements for Sales Audit Department systems.
Work Systems Instructional/Training Design
Prudential Insurance: Developed a nation-wide training program in supporting the implementation a data entry and claims adjudication system
PacifiCare/Secure Horizons: Designed end-user training programs to support system integration efforts for the health insurance enrollment, claims processing and information technology divisions.
Blue Cross of Southern California: Designed training for Customer Service Representatives on the use of a mainframe online information retrieval system used for claims adjudication, financial processing procedures.
Blue Shield: Developed documentation for a technical website for Customer Service Representatives in preparation for the MyLifePath.com rollout.
Countrywide Wholesale Lending: Designed instructor-led training for the implementation of a customer-service call monitoring and evaluation program involving quality assurance, system use, performance management, and coaching.
IndyMac: Designed instructor-led training for mortgage default risk management lending, foreclosure review and litigation processes.
Southern California Gas Company: Developed budget and cost reporting systems training using application-based case study.
First Interstate Bank of California: Developed a statewide training 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 for entry-level tellers on customer inquiry system and banking procedures.