Jane & Cliff are co-authors of two new books:
Patient Safety at a Glance: For Medical Students, Junior Doctors and Nurses
C. Jane Norman
C. Jane Norman (President of Profound Knowledge Partners, Inc.) is an internationally recognized consultant on leadership and improvement who has been an executive at Caterpillar, Inc., ConAgra Inc., Conrad Company and OCHIN while focusing on integrating improvement into the business strategy while creating a learning organization. With over 30 years of experience, she has consulted, coached executives, developed future leaders and improvement professionals in manufacturing, food, distribution, technology, software and health care in twelve countries. She is the co-owner of both Austin API, Inc. and Profound Knowledge Partners, Inc. collaborating to develop strategic intelligence for leadership, system thinking, personality intelligence, variation and improvement workshops and virtual learning environments which support clients and their leadership and improvement teams. She is the creator of the Accelerated Model for Improvement (Ami™) methods, developed from the API Model for Improvement. Ami™ workshop & materials are used worldwide to define and complete improvement projects within 100 days. She is a Certified Quality Engineer (CQE) with a BA in Natural Science from St. Ambrose University in Davenport, Iowa and a MBA from Rollins College in Winter Park, Florida.
Born in Salem, Oregon, Jane grew up in the Midwest as the daughter of teachers/administrators, attending schools in Missouri, Kentucky, Iowa and Florida. She has been a chapter officer for the American Society for Quality and was certified as a Quality Engineer (CQE). She was also an advisor in Junior Achievement. Married to her husband, Cliff, they have five daughters and several grandchildren. They currently reside near Austin, Texas. She is a member of New England Women and Daughters of the American Revolution. Her hobbies are the study of US & World history, genealogy, performing music, and her grandchildren.
Cliff & Jane are co-authors of two new books:
Patient Safety at a Glance: For Medical Students, Junior Doctors and Nurses
Clifford L. Norman
Clifford L. Norman is a partner with Associates in Process Improvement (API). API develops methods and provides consulting, education and training to help organizations improve the value of their products and services. He is also an Improvement Advisor with the Institute for Healthcare Improvement (IHI).
With more than 30 years of experience in manufacturing and quality, Cliff began his career at Norris Industries and McDonnell Douglas Corporation. From 1979 – 1986, he facilitated the effort to implement quality improvement throughout Otis Engineering, a division of Halliburton. While at Otis, he served as a manager in manufacturing and held several positions in the quality organization. In 1986, Cliff joined Philip Crosby Associates, where he led the effort to introduce SPC and Statistical Thinking to their educational offering. In 1988, Cliff joined API and moved to Austin, Texas.
In 2010, Cliff began work with Texas Tech University and their Doctoral of Nursing Program (DNP). Both Cliff and his wife Jane were appointed as Adjunct Faculty with the DNP program at Texas Tech in 2014. Cliff also serves on the Strategic Board for the Future of Nursing in Texas since 2010. In August, 2016 Cliff was appointed to the faculty of the Texas A&M Medical School.
Born in Zanesville, Ohio, in 1952, and raised in South Gate, California, he earned a Bachelor of Science degree from California State University at Los Angeles and a Master’s degree in Behavioral Science from California State University at Dominguez Hills. He is a member of the American Society for Quality, and is a Certified Quality Engineer (CQE). He has also been active in Junior Achievement as an advisor and corporate administrator. He and his wife have five daughters (ages 27-36), six grandchildren and live in Georgetown, Texas. His hobbies are the study of the American Civil War, stamp collecting, reading and travel (especially to Civil War battlefield sites). Cliff is a co-author of the book, The Improvement Guide - A Practical Approach to Enhancing Organizational Performance.
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Dr. Michael Maccoby
Dr. Michael Maccoby is globally recognized as an expert on leadership. He is president of The MaccobyGroup in Washington, DC and is an Associate Fellow of the Saïd Business School, Oxford University.
For over 35 years, Dr. Maccoby has been consultant and coach to leaders in corporations, unions,universities, the World Bank, and the State and Commerce Departments of the U.S. Government andthe U.S. Army. He has worked in 36 countries in the Americas, Europe, Asia, the Middle East and Africa.
Dr. Maccoby became known internationally both for his books on leadership and his pioneering projects to improve the workplace. His book The Gamesman (1977) was the first bestseller to describe the new entrepreneurs and managers in high-tech industry. The Leader (1981) followed, presenting as an ideal,
managers who developed both their organizations and people for a changing world. Why Work? Motivating the New Work Force (second edition, 1995), presents a new theory of motivation to fit the changing values of knowledge workers. It has been translated into 10 languages. Maccoby is co-author
of Agents of Change: Crossing the Post Industrial Divide (2003), which describes his leadership of AT&T’s Workplace of the Future in the 1990s. His 2007 book, The Leaders We Need, And What Makes Us Follow, examines leadership from the point of followers as well as leaders.
His article “Narcissistic Leaders: the Incredible Pros, the Inevitable Cons”, January, 2000 won a McKinsey Award, which recognizes the two best Harvard Business Review articles published each year. It was the basis for the book, The Productive Narcissist: The Promise and Peril of Visionary Leadership, published in 2003. In 2007, Harvard Business School Press published the paperback with a new
introduction, re-titled Narcissistic Leaders: Who Succeeds and Who Fails.
Dr. Maccoby was facilitator of the National Coalition on Health Care in developing specifications for a comprehensive U. S. health care policy and is on the board of the NCHC Action Fund. He has been a consultant on the management of change at health care centers, and received grants from the Robert Wood Johnson Foundation for the study “Leadership for Health Care in the Age of Learning”, which was published by the Association of Academic Health Centers in 2001. He is the senior author of Transforming Health Care Leadership, A Systems Guide to Improve Patient Health, Decrease Costs and Improve Population Health. (Summer 2013.)
Dr. Maccoby worked as a consultant, researcher and lecturer in Sweden from 1973-2005. His book Sweden at the Edge (1991) described some of his work. In 2007, King Carl XVI Gustaf named him a Commander of the Royal Order of the Polar Star.
From 1978-90, Dr. Maccoby was director of the Program on Technology, Public Policy and Human Development at the Kennedy School of Government, Harvard University. He has taught at Harvard, University of Chicago, Cornell University, University of California, l’Institut d’Etudes Politiques de Paris, Oxford, the Brookings Institution and the Washington School of Psychiatry. He received a B.A. in Social Psychology, and a Ph.D. in Social Relations, from Harvard. He also studied philosophy at New College, Oxford, and psychoanalysis with Erich Fromm and graduated from the Mexican Institute where he was a training analyst. With Fromm he wrote Social Character in a Mexican Village (1970, reissued in 1996).
He has been a fellow at the Center for Advanced Study in the Behavioral Sciences and is a Fellow of the American Psychological Association, American Anthropological Association, Society for Applied Anthropology and the National Academy of Public Administration. He is a member of the boards of The
Albert Shanker Institute, The Washington School of Psychiatry and Our Little Brothers and Sisters, an orphanage in Mexico, Honduras, Haiti, Nicaragua, Guatemala, El Salvador, the Dominican Republic, Bolivia and Peru.
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Jim, working with input from Lloyd developed a computerized teaching aid called Mid-State Brick Factory that created an environment for students to learn planned experimentation. Students are immersed in the environment and confront real-world problems as they learn to design and run experiments.
Jim also wrote the Study-It program that is included in the 2nd and 3rd editions of “Quality Improvement Through Planned Experimentation,” by Moen, Nolan, and Provost.
Jim went on to become a Senior Statistician and has run over 200 experiments. He also worked with groups of engineers running experiments on both warranty and new product design projects. He has worked with many plants to set up quality-related training classes and taught numerous classes on Process Control and Planned Experimentation both inside and outside of GM.
Jesse L. Treviño
Jesse Treviño is Learning Management Director for PKP, Inc. He develops eLearning curricula; administers and maintains our Moodle-based LMS; trains staff and clients in using the LMS; develops and maintains PKP web sites; and prepares and publishes newsletters. He is also involved in a variety of marketing projects.
He has over 25 years of management and operations experience and worked with Jane Norman at The Conrad Company for several years where he was intimately involved with system and process improvement using Deming-based process improvement methodology. He also studied under Cliff Norman in several Black Belt workshops where he acquired Black Belt certification. He is a skilled practitioner of improvement methods and tools and is qualified to administer the SDI (Strength Deployment Inventory®).
He previously served as vice-president of distribution at BOOKSTOP where he worked with the co-founder, Gary Hoover, and led the development of the first automated, regionalized distribution system in the retail bookselling industry for a nation-wide chain of 48 stores. Since then, he has been involved with Mr. Hoover on two more start-up companies.
He was born in San Antonio, Texas, and holds a B.A. in Psychology from The University of Texas at Austin. He is a skilled musician who enjoys reading, movies, and loves to spend time with his daughters, Jessica and Amanda.
René Yates is the Bookkeeper for PKP, Inc. She is responsible for answering any questions our Clients or Vendors may have regarding billing they have received from PKP Inc. or payments they are expecting from PKP, Inc. René is a detail oriented Accounting Professional with over 20 years of experience in the Accounting field. She began her career as a Full Charge Bookkeeper handling Accounts Receivable, Accounts Payable, and Payroll. She worked as an Assistant Controller auditing
records from various branches and designing reports for upper Management at Productivity Point International. She was the Accounts Receivable Manager at The Conrad Co where she worked closely with both Jane Norman and Jesse Treviño before moving on to serve as the Accounts Receivable Manager for Designer Building Solutions where she was responsible for managing receivables and collections for a 5-State area.
René was born and raised in the Austin, TX area as were her father and grandparents. She attended Concordia University in Austin. René and her husband Cliff have one son, Colton, who is currently training to get his Automotive Technician Certification. They live outside of Austin, TX in Cedar Park.
David Thomas is a principal in Associates for Leadership Development, a consultancy formed in Hong Kong to foster leadership in all aspects of organizations, including business improvement, integration of complex human systems and personal development.
With more than 20 years experience in commercial operations, manufacturing, services management and quality, David has experience across industries as diverse as textiles, food and beverage, electrical and data contracting, engineering tooling, automotive, electronics, computing hardware and services, and lighting. He has worked in Asia for the past 12 years, serving in regional roles, most recently as Snr.
Director, Sales & Marketing, Automotive Lighting After Market Asia Pacific in Philips Electronics.
As a process improvement practitioner, trained by Associates in Process Improvement, David has led projects and coached improvement programs as an improvement leader that have delivered significant operational and financial results since 2001. His professional interests now lie in Leadership for Business Improvement, and change management in diverse cultures and complex systems, based on his experiences in both Asia and Australia.
Born in Australia, David now lives in Hong Kong, with his wife and 2 delightful daughters. He holds a B.Sc (Hons) in Textile Technology and Physics from University of New South Wales (Sydney).
Andy Brophy is a professional engineer. He has been working in the lean field for the last ten years primarily involved in hospital and manufacturing transformations. He specialises in providing practical facilitation and formal training to teams on their lean and innovation journeys.
He has a particular passion for developing and tapping into the creative potential of organizations employees. Andy also shares a passion for invention and innovation and the creativity techniques employed in this field.
Andy holds a 1st Class MSc in Lean Operations from Cardiff University and is Six Sigma Black Belt trained. In March 2010 he is scheduled to publish a book called Innovative Lean primarily based on the power of harvesting and implementing employee ideas and creating an innovative and empowered workforce. He has also written a section of a new book called Living the Lean Toolbox for the Lean
Enterprise Research Center at Cardiff Business School. In late 2010 he is also due to publish a co-authored book with Cliff & Jane Norman on Lean Healthcare with emphasis on Deming’s System of Profound Knowledge and The Science of Improvement. This work is the first of its kind to integrate these two powerful improvement methodologies.
David Wayne is a consulting statistician in enumerative and analytic studies, and an educator in the field of Improvement Science. His specialty and expertise is in providing practical guidance and advice to clients in management that lead to meaningful action for all types of business applications. He has designed and led division-level business process improvement efforts for major corporations. He was
the Chief Improvement and Quality Leader for Vought Aircraft Company (later a major division of Northrop-Grumman), for General Instrument Corporation, and for Motorola’s Broadband Division.
David’s educational background includes master’s degrees in management science and operations research, an MBA, and an undergraduate degree with majors in applied mathematics and history.
David is a member of the adjunct faculty at Temple University’s Fox School of Business, Management Science/Operations Management Department, and teaches Improvement Science and Quality at the graduate level. In 2001, he received the Executive Director’s Award for Outstanding Commitment to Teaching from the Fox School of Business at Temple University. He is frequently sought as a speaker
on various topics related to quality and process improvement. During the past three years, his speaking engagements include chapters of the American Society for Quality, Society of Manufacturing Engineers, Michigan State University, the University of Michigan, Purdue University, Wharton, the International Society for Performance Improvement, and the W. Edwards Deming Institute.
David has been an ardent practitioner of Associates in Process Improvement (API) methodologies since 1989, and has incorporated the API version of the Deming Management Methodology and System of Profound Knowledge into every aspect of his teaching and consulting. API methods have provided the template for his pragmatic approach to improvement.
Erin Kroll is on the Advisory Board for LaB (Lindy and Blues), a nonprofit organization that promotes swing and blues dancing in Philadelphia. She plays a lead role in project management, coaching, and communications within the organization and to the public. Her improvement efforts are focused on improving work flow, establishing a common purpose, and promoting appreciative inquiry and open communication.
Erin was employed by Thomas Jefferson University Hospitals from 2006 to 2011, as a Materials Manager in the Department of Nutrition and Dietetics. Her role included managing bargaining unit employees, integrating departmental and clinical patient care processes, and leading improvement projects focused on communication and establishment of a common aim, managing variation, eliminating waste, improving work flow, and developing alliances and cooperative relationships. As project manager, she led, coordinated and delivered small group communication, to all employees of the Department of Nutrition & Dietetics, of a hospital-wide effort toward aligning the values of the organization known as: Service Excellence, Collaboration, Ownership, and Respect (SCOR). As part of a patient food service redesign team that fundamentally changed the way the hospital prepared and
served food, Erin trained and coached 40 participants for their new roles.
Erin uses methods developed by Associates in Process Improvement (API), and incorporates the System of Profound Knowledge and Deming and Shewhart methodologies into every professional undertaking. She is trained in the use of quality assurance tools and methods, and received her Six Sigma Green Belt Certification in 2010 from Temple University. She is currently completing her Project
Management Professional (PMP) certification through the Project Management Institute (PMI).
Erin received her MBA from the Fox Business School at Temple University in 2010. In her final months of study, through a 6-month project with the Enterprise Management Consulting (EMC) program, she led a team in a Capstone project to generate a research report and business plan for a new Institute for Social Innovation at Temple University. In May 2010, she received the Harry J. Halloran Social
Entrepreneurship Award, awarded annually to a graduating Temple MBA student for achievements in Social Entrepreneurship. She has undergraduate degrees in mathematics and linguistics.
A west Texas native, Mike Sproul received his BBA from Angelo State University and later attended graduate school at Texas Tech University. In 1974, he joined the Halliburton Company, where he held positions as VP of Marketing and Product Development. During his 22 years with Halliburton, Mike handled a broad range of responsibilities and experienced a wide variety of cultures. Having traveled to
25 countries and conducted training in more than 15 of those countries, he gained a global perspective that few U. S. based trainers and consultants possess.
In early 1994, Mike left Halliburton to start his own business, Corporate Creativity Associates, focusing on training, consulting and facilitation in the field of organizational innovation. He met with Dr. Edward de Bono and was certified as one of the first independent instructor/consultants in the conceptual thinking courses. Mike is now certified as one of a small number of Master Trainers in Dr. de Bono’s Six
Thinking Hats® and Lateral Thinking™ courses.
When not consulting, facilitating, or training with leading organizations, Mike ranches in Schleicher County in west Texas. This "other" part of his life helps him maintain his results-oriented perspective. He has an unwavering belief that simply doing the same things better is no longer enough to ensure success or even survival in today’s rapidly changing business world. Organizations must learn to systematically generate and develop altogether new ways of doing things. This requires more than
encouragement and exhortation by management. It takes specific skill training. Providing world-class training, consulting, and facilitation in those skills is Mike’s commitment.
Sandra Murray is a principle in Corporate Transformation Concepts, an independent consulting firm formed in 1994. Sandra concentrates her consulting in the areas of effectively using process improvement methods to get results.
Sandra began her career in healthcare in 1976 as a Registered Dietitian and officer in the United States Air Force. She completed her Air Force career after 20 years. In 1990, while in the Air Force, she became the Quality Improvement Director for a large hospital. In 1994 her role expanded to encompass a seven-state region. She has been an Improvement Advisor with IHI since 2002. Sandra has worked with the Patient Safety domain and is faculty for IHI’s Breakthrough Series College and for IHI’s Improvement Advisor Professional Development Program.
Sandra has extensive background in both quality improvement theory and practice in the areas of using data for improvement, facilitation, process improvement, and strategic business planning. She is the editor of a book on improvement tools, of two DVDs on using data for improvement and co-author of the book The Healthcare Data Guide: Learning from Data to Improve.
Sandy is a native of, and currently lives in, Oregon. She graduated with honors from Oregon State University with a BS in Nutrition and Institution Management. She completed a Masters in management from Webster University in 1984. When not consulting, facilitating or teaching in Healthcare, Sandy is active with her two young children.
Teri Yanovitch is a speaker, trainer, consultant and business author who engages others with her genuine approach, rich knowledge and passionate enthusiasm. Her powerful combination of status Teri has been on the frontlines of the industry for nearly three decades – including as a vice president for the pioneering quality management firm, Philip Crosby Associates, and a keynote speaker and seminar leader for the Disney Institute. Widely regarded as one of the leading authorities in the field, Yanovitch has helped nearly 300 of the Fortune 500 companies in implementing cultural change and management systems, specifically targeted towards service excellence.
Teri has delivered presentations and workshops to many diverse organizations over the years such as Johnson & Johnson, AAA, Ernst & Young, Subway, Security Bank, First Citizens, Humana, Scania, Scholastic Inc., Nokia and America’s Blood Centers sharing the best practices of continuous improvement in both quality and service to help achieve their goals.
In 1999, Yanovitch became one of the first consultants to merge best practices in customer service and quality management into a comprehensive system for designing and implementing world-class service on every level. Much of what she has learned over the years in now available in her book Unleashing Excellence – The Complete Guide to Ultimate Customer Service.
One of the field’s leading speakers on service excellence, she is also the co-author of Retain or Retrain – How to Keep the Best Ones from Leaving. Today, Teri is a full-time speaker, trainer and consultant who helps organizations achieve goals related to customer service, employee development and creating a culture of service excellence. Her articles appear in a number of industry publications.