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HomeMy WebLinkAbout2010-05-17 Council Appointed Officer Agenda PacketAgenda posted according to PAMC Section 2.04.070. A binder containing supporting materials is available in the Council Chambers on the Friday preceding the meeting. CITY COUNCIL COUNCIL APPOINTED OFFICERS COMMITTEE Special Meeting Council-CAO Committee Council Conference Room May 17, 2010 at 5:45 p.m. ROLL CALL ORAL COMMUNICATIONS Members of the public may speak to any item not on the agenda; three minutes per speaker. Council reserves the right to limit the Oral Communications period to 30 minutes. 1. Recommendation for City Council Approval of Council Appointed Officer (CAO) Evaluation Consultant Contract with Sherry L. Lund and Associate in the Amount of $26,000 (Subject to Potential $2,000 Discount) ADJOURNMENT Persons with disabilities who require auxiliary aids or services in using City facilities, services, or programs or who would like information on the City’s compliance with the Americans with Disabilities Act (ADA) of 1990, may contact 650-329-2550 (Voice) 24 hours in advance. 247 La Cuesta Drive Portola Valley, CA 94028 (650) 854-0540 fax (650) 854-9702 sherrylund@aol.com March 27, 2010 Councilmember Larry Klein Chairperson, Council/CAO Committee City of Palo Alto City Council 250 Hamilton Avenue Palo Alto, CA 94301 Dear Councilmember Klein: Following is a proposal for the CAO performance review process including the project description and timeline, benefits, project phases, tasks and consultant responsibilities, client responsibilities, project cost, cost assumptions, consultant qualifications, and next steps for the Council’s consideration. Project Description and Timeline This year the Palo Alto City Council is comprised of four new members since the last election, in addition to five incumbents. At the end of FY 2009-2010, the Council will be evaluating the four Council Appointed Officers (CAOs): the City Manager, City Clerk, City Attorney and City Auditor. The four CAOs control the major financial and human resources in executing the Council’s vision and priorities. Performance evaluation is an important opportunity to get feedback on the past year, but, more importantly, an opportunity to get fully aligned with the Council about expectations of performance going forward. Performance evaluation criteria for all four CAO positions were established and approved by Council over the previous two years, so not having to do this step both reduces the cost and amount of time required to complete the review cycle. Otherwise, I propose the process proceed similarly to that of FY 2009-2010, with the addition of supporting new Council members in coming up to speed quickly and easily on the review process. Ideally, the CAO evaluations would be complete by the end of June or by the end of July at the latest, depending on Council’s schedule. Benefits The primary benefits I bring to the process are as follows: 1. The ability to leverage Council’s time to best use. Council has a exceptionally heavy work load with major budgetary and other issues in front of you. 2. Knowledge of your Council objectives, your unique City culture, your CAO’s, plus technical expertise in executive evaluation and work with Councils and Boards. 3. The ability to be efficient in helping Council deliver a quality process and outcomes, as a result of the two previously stated items. 4. Assurance of a safe, professional, and mutually respectful environment for review discussions/feedback. I serve as an advocate for all points of view being heard within a professional and respectful environment. I worked with the previous two years in customizing a process and approach that produced good results for the Council and CAO’s. I can work flexibly with you to make any changes in the process that you may desire within the framework of maintaining a quality process. Project Phases, Tasks, and Consultant Responsibilities In addition to the specific project steps listed below, I, as Consultant, prepare for all meetings, communications, serve as project manager, and assure a sound methodology for the review process as a whole. The following performance evaluation project steps correspond to the last two years’ process: Phase I – Preparation for Review Session Consultant:  Works with internal liaison to schedule project meetings and milestones.  Solicits CAO self-evaluations, reviews them and provides feedback and advice.  Assures CAO questions are clarified and raised with Council.  Prepares and distributes binders to Council, including instructions, CAO self- evaluations and blank evaluation hard copies. Distributes soft copies of forms on the same day.  Reviews Council evaluation feedback; meets with each Council member in person or by phone to refine and clarify written feedback prior to performance review session.  Compiles written comments and numerical feedback from Council and develops a written evaluation summary for each CAO. Prepares and sends confidential hardcopy packet with this information prior to each CAO review session.  Prepares information for closed review sessions that enable Councilmembers to focus their discussion efficiently. Phase II – Performance Review Session Consultant:  Provides facilitation and technical assistance as needed during closed session Council performance review meetings with each CAO. Phase III - Post-Session Wrap-Up Consultant:  Documents agreed-upon unified Council feedback for written reviews.  Meets with CAOs to debrief evaluation meetings.  Prepares final evaluation file copies and obtains necessary signatures. Copies are given to CAO Committee Chair for filing and to each individual CAO. Final action on Council agenda is scheduled with Liaison.  Is available to meet with CAO Chair and/or Committee to get additional feedback and/or refine future process. Due to the highly confidential nature of this assignment, I would personally perform all work on this contract. Client Responsibilities In order to support the success of the project, Client agrees to:  Assure involved parties a) are available for one-on-one and group meetings; and b) complete evaluations on time in order to meet project milestones.  Identify an internal liaison that can schedule appointments and provide support in getting evaluation items on Council agendas.  Provide meeting space and A-V equipment required.  Commit to a professional and respectful process. Project Cost and Assumptions The CAO evaluation project can be completed for a project fee of $ 26,000.00, which includes expenses. A $2,000 discount is applied if the project can be completed by July 31, 2010. This discount reflects the ability to capture some economies of scale when the project is contained within a shorter timeframe (as in 2007-2008). To realistically be able to do so assumes the project can begin in early May and that Council commits to scheduling review meetings accordingly. Cost Assumptions The following assumptions have been considered in pricing this proposal:  There is no compensation work required this year.  Meetings missed without 24 hours notice and re-work that result from missed meetings and deadlines will be billed beyond the quoted project fee at discounted public sector rate of $250/hr. (private sector rate is $375/hr.). Consultant Qualifications: For the benefit of new Council members who do not know me, I believe my skills and experience have been a good match for this work, as I offer:  An insider’s understanding of City culture and citizen expectations with the outsider’s ability to be fully objective about the process and relationships.  Deep and broad experience in performance management (including executive evaluation), executive coaching, negotiation, interpersonal communication, rewards and recognition, and career development – all important components of this project.  Thirty-five years experience in organizational consulting with twenty-three years consulting experience in my own firm—for a broad variety of organizations in the public and private sector: o Public sector/non-profit experience examples include: Cities of Fremont, Santa Rosa, Dublin, Tracy, Fairfield, Union City, CA, plus the City of Tualatin, OR; Counties of San Mateo, Alameda and Riverside, CA; BAAQMD, Santa Clara Valley Water District, Carnegie Mellon University (Provost), the Dr. Susan Love Research Foundation, the S. H. Cowell Foundation, the University of California; o Global private sector examples include: Intel, HP, Acco Brands, Seagate, The Gap, Levi Strauss, Driscoll’s, Xoma, Genelabs), among many others. This broad experience allows me to collect best practices from many sources and to avoid getting locked into the paradigms and traditions of a single type of organization. I am also attaching a more detailed consulting services description, bio sketch and sample client list, and examples of engagements and results. Next Steps Upon acceptance of this proposal by the CAO Committee and Council, the next steps are to: 1. Execute a contract per your internal procedure. 2. Develop a project schedule, based on availability of all parties; revise it, as necessary, with Council at the earliest meeting possible. Please note that a schedule cannot be confirmed until the contracting process is complete. I would enjoy the opportunity to work with the Council and the CAOs again in the next evaluation cycle. Please let me know if I may provide additional information. Best regards, Sherry Lund Principal 247 La Cuesta Drive Portola Valley, CA 94028 (650) 854-0540 fax (650) 854-9702 mobile (650) 619-5500 sherrylund@aol.com An Introduction to Sherry L. Lund Associates ORGANIZATIONAL DEVELOPMENT CONSULTING SERVICES Sherry L. Lund Associates provides highly leveraged, innovative, and results-oriented solutions that are customized to your unique needs. We are committed to client- centered customer service and developing enjoyable and long-term working relationships with our clients. We are systems consultants. We customize solutions to your unique needs. We are committed to the highest ethical standards. We have a pragmatic and realistic approach to workplace issues. On the following pages, you will find more detailed descriptions of how we can help you and your organization in each of these areas:  Strategic Planning  Organizational Transition and Change  Executive Performance Evaluation and Executive Coaching  Assessment  Reengineering/Work Redesign/Organizational Design  The Myers-Briggs Type Indicator (MBTI)  Joint Development/Mergers/Acquisitions  Team Development  Customer/Client Satisfaction Strategy For the best leverage of your time and dollars and the greatest impact on results, we link and integrate our work with the functional tools and systems you have in place now. We:  Help organizations to become nimble, streamlined, and responsive.  Help intact, cross-functional, global, and newly merged teams to speed up the process of working together effectively and achieving their objectives.  Help managers and individuals to make their highest level contribution. ORGANIZATIONAL DEVELOPMENT CONSULTING Strategic Planning, Facilitation, Meeting and Retreat Planning A quality strategic plan is more than long-range visioning and forecasting. It goes beyond merely predicting the future--it enables us to actually influence our future. We provide consulting on strategic plan development through all phases: assessment and design, process facilitation, and integration of the plan into goal-setting and budgeting. Our process:  Saves time and money. A quality plan assures that limited human and financial resources are targeted in those areas which have the greatest impact on our future.  Provides focus, clarity and alignment. Managers, Councils/Boards, and employees work together more effectively and efficiently because they are moving in the same direction.  Is crisp, actionable and realistic. Generating too much volume leads to inaction. We work with clients by:  Providing consulting through the entire planning process – assessment, design and facilitation of all meetings, process integration, and tracking results.  Designing a process that optimizes results within the client’s culture, time and cost constraints and expectations.  Integrating the plan with organizational goal-setting and budgeting cycles.  Making the process enjoyable along the way. Organizational Transition and Change Organizations are increasingly confronted with how to bring about major change with the least disruption to productivity and morale. We support organizations dealing with the following challenges: mergers; acquisitions; joint development initiatives; rapid growth; downsizing; reorganizing; work redesign; introduction of new technology; or changing your corporate culture. We can provide you with any or all of the following types of support:  Assessing culture fit issues  Retaining employees during mergers, acquisitions, and management changes  Formulating an effective change and transition management plan  Overcoming resistance to change  Developing a plan for communicating change to employees and customers— content, timing, and specific audiences  Coaching managers, transition team members, and HR staff  Facilitating small- and large-group sessions to renew energy and commitment and refocus work objectives; and, Designed change can help keep organizations change-ready, retain intellectual capital, cut down on productivity loss, and minimize the costs of making major changes. Sherry L. Lund Associates (650) 854-0540 sherrylund@aol.com Executive Performance Evaluation and Executive Coaching We work with City Councils and Boards to design and facilitate executive assessment. Processes frequently include collecting and collating data, facilitating performance discussions and presentation of reviews. We have often also designed going-forward processes that are prospective, simple tools that provide quality measurements, and systems for tracking performance and providing feedback throughout the year. We also frequently coach executives and managers individually. Clients typically come to us as a result of one of the following situations:  A high performing executive/manager wants to increase effectiveness, strengthen skills, and/or fast track preparation for running an organization;  An executive or manager with a strong technical background wants individual coaching to fill in gaps of knowledge in management, organizational structure, change management, communications, etc.  An executive or manager is stalled in his/her career and wants to overcome the barriers to career advancement;  An individual wants to reassess his/her career path and consider other options;  An individual is on a performance plan and needs individual support to succeed in his/her current position. A customized plan, goals, and success factors are developed to match the unique needs of each client. We use a variety of assessment tools as part of the process. Active coaching and progress reviews are done in person and by telephone, typically over a period of 3-6 months. Clients have specific assignments to complete between coaching sessions. Ask us for a package and quote tailored for your specific needs. Assessment A lot of time, energy, and resources can be misspent on addressing symptomatic issues. Our assessment expertise allows us to identify underlying problems and their causes and to throw light on the subtle factors at work in a situation. We add value to the diagnostic process by:  Drawing people out in a private setting, helping them to open up, and allowing them to fully articulate their concerns and relevant information;  Separating major issues from lesser issues and system noise;  Focusing on what’s working (build on strengths) as well as improvements;  Providing a skilled, professional, “outside” view of the situation.  Evaluating the consequences of action alternatives on the total system in order to achieve more impactful and lasting results in your organization. We report group themes, maintaining the anonymity of individual feedback. We also make recommendations, and help you formulate action plans and communication plans. Sherry L. Lund Associates (650) 854-0540 sherrylund@aol.com Reengineering/Work Redesign/Reorganization Changes in customers, technology, competition, and the external environment all may call for a new paradigm for doing business. Organizations often reach a point where evolution and fine-tuning no longer meet the challenges of today and tomorrow. We are experts in reengineering, work redesign, and reorganizations. Many consulting firms do an excellent job on the intellectual design process; but they often leave the work force in ashes. The resulting chaos and uncertainty affects all, causes top performers to leave, and leaves others disoriented and unmotivated. Our strength in reengineering, work redesign, and reorganization is the result of our expertise in change and transition management and our ability to integrate human factors into work and structural design. Areas often overlooked that we excel in include:  Treating employees with respect during the change process  Maintaining a positive work environment  Communicating ethically and often through a clear plan  Maintaining positive customer relationships  Helping employees deal constructively with the difficult changes that are necessary for staying competitive and producing results The Myers-Briggs Type Indicator We are experts in the use of the Myers-Briggs Type Indicator (MBTI). The MBTI is the most widely-used instrument for executive and management development. It is invaluable for helping managers and team members understand their own interaction and decision-making styles, understand others’ different styles, and appreciate the value of the differences. This tool has been used successfully in multicultural and multinational settings. With 70 years of research behind it, the MBTI is a powerful and enjoyable mechanism for building effective work relationships in intact or cross-functional teams or with customers. Our publisher is Consulting Psychologists Press, publisher of the MBTI. Joint Development Initiatives, Mergers & Acquisitions We help JD and M&A teams get off to a fast, positive start. You’ve already identified the value drivers in the JD deal. Our "Doing What Matters" process makes sure that the organizational elements and processes are lined up for success from the beginning. Once these initiatives are well underway, the sheer volume of demands on everyone's time makes it harder and harder to figure out what to do and to get the right processes and tools in place. We provide assessment, a fast launch process to help you focus on “Doing What Matters,” change and transition management, and meeting design/facilitation services to help you be successful. Sherry L. Lund Associates (650) 854-0540 sherrylund@aol.com Team Development We provide team development for intact work groups, cross-functional teams, executive teams, and business process re-engineering initiatives. We have particular expertise in working with multi-national teams, and teams operating across multiple sites and broad geographies (both functional and cross-functional). Our overall approach to team development is focused on addressing business issues, creating commitment, and improving interpersonal relationships.  Business solutions. Teams improve their ability to work collaboratively while they address business issues.  Commitment. We use a carefully structured process that helps teams identify their blocks to productivity and create solutions to which they’re committed.  Improved relationships. We recognize that business demands and pace create ripe environments for conflict. Our approach helps team members work through the inevitable conflicts in a constructive manner. We help surface issues in an open and supportive atmosphere, focus on the critical work elements, and help negotiate differences for lasting improved relationships. We are known for our expertise in using the Myers-Briggs Type Indicator (MBTI). The MBTI is used widely in business to help team members both more fully appreciate each other’s unique strengths and capitalize on individual differences (rather than let these become obstacles). Customer/Client Satisfaction We work with you to develop a unified system-wide strategy to make you an industry leader in both Web-based or traditional commerce. We help you to: 1) Assess customer satisfaction through customized  Individual interviews;  Focus groups;  Design of survey instruments; and  Product or service sampling. 2) Develop clear action plans based on customer feedback. 3) Implement action plans in your organization; e.g.,  Redesign weak service links;  Building on the elements that are working well;  Streamline customer processes;  Resolve blocks in the supply chain or in cross-functional interfaces that may be hindering customer satisfaction. Depending on your need, consulting services can take the form of a single simple intervention or a major multi-year process. Sherry L. Lund Associates (650) 854-0540 sherrylund@aol.com SHERRY L. LUND Sherry L. Lund is a management consultant, author, and speaker whose clients are located throughout the U.S., Canada, Europe, the Middle East, and Asia. Sherry L. Lund Associates, based in Portola Valley, California, provides management consulting services in the areas of multinational and domestic team development, strategic planning and alignment, change and transition management, executive performance and coaching and process re-engineering. Sherry brings to her work a broad background in the public and private sector, working with high technology, health care, biotechnology, financial services as well as Cities, Counties, major universities, and foundations. She is a superior executive coach and facilitator of organizational change who is known for her business acumen, her clear thinking, her good humor, and her ability to balance strategy and vision with practical realities. Her clients rely on her knowledge of and sensitivity to people of diverse styles and cultures. She is an expert in the use of the Myers- Briggs Type Indicator. Sherry has previously served as an Advisory Board member for Santa Clara County's Organizational and Staff Development Department. She has also been an Advisor to Santa Clara University's Executive Development Center of the Leavey School of Business. Sherry holds a B.A. in Communication and Theatre Education from the University of Colorado, Boulder and an M.A. in Communication (organizational, interpersonal emphasis) from the University of Colorado, Denver. Her master's thesis research focused on interpersonal behavior of physicians. She is a national and local member of the Organizational Development Network, and the Association for Psychological Type, a former Board member of the Bay Area Association for Psychological Type, and has been featured on Oprah about the MBTI. She is the co-author of Making It In Today’s Organizations: Career Enrichment, Career Advancement and Career Transition, published in 2000 by Consulting Psychologists Press. REPRESENTATIVE CLIENT LIST Acco Brands Addison Avenue Federal Credit Union Alameda Co. Emergency Medical Systems Alameda Co. Public Health Department American Electronics Association Apple Computer Carnegie Mellon University Charles Schwab Corporation Cisco Systems City of Dublin City of Fairfield City of Fremont City of Palo Alto City of San Ramon City of Sonoma City of Tracy County of Santa Cruz County of Riverside Cutera Dazel Corporation Driscoll’s Dr. Susan Love Research Foundation The Gap, Inc. Genelabs, Inc. Hewlett-Packard Company Hospice of Bend-LaPine Icarian Intel Corporation Jurika-Voyles, Inc. Levi Strauss & Co. Lluminari (Nancy Snyderman, Susan Love, M.D.’s) Nellcor, Inc. Northern Telecom Pro-Duct (Susan Love, M.D.) Quantum S. H. Cowell Foundation Board Seagate Sony Computer Entertainment Summit Medical Center Sun Microsystems Trimble Navigation, Inc. University of California Viacom Wells Fargo Nikko Investment Advisors Sherry L. Lund Associates (650) 854-0540 sherrylund@aol.com Some Examples of Client Engagements and Results . . .  Developing strategic and operational plans that provide clarity and focus.  Redesigning work, organizations, and systems to provide better service, to streamline and integrate processes, and to reduce costs.  Supporting joint development initiatives, mergers, acquisitions, and divestitures.  Designing and facilitating an international conference.  Speeding up and improving teamwork; helping teams embrace changes in management and/or membership while increasing productivity.  Helping sales teams achieve a competitive edge through improved account relationships and intra-team collaboration.  Using customer and employee feedback to achieve measurable service increases.  Coaching executives for improved performance and professional development/advancement We provide a broad range of organizational consulting services: work and business process redesign, assessment, mergers and acquisitions, change and transition management, facilitation, customer satisfaction strategy, and strategic and project planning--all in a systems consulting framework. We help our clients achieve a competitive advantage by developing practical customized solutions to business problems. We are systems consultants who focus on long- term solutions that are highly tailored to your needs. If we can support you and your goals, please let us know. We’d be happy to meet with you and talk in more detail about your objectives. Following are a few examples of ways in which we’ve served our clients: Developing strategic and operational plans that provide clarity and focus. • Strategic Planning consulting for a financial services organization. Designed a tailored planning process, facilitated key meetings of staff and Board of Directors resulting in a plan that staff could be excited about and implement, and a Board that applauded the plan’s integration into business systems and employee objectives. • Strategic Planning consulting for several California cities.. Consulted on plan and process design, facilitation of major meetings, served as consultant to City Manager and Strategic Task Force, made City Council presentation/facilitation resulting in a 15-year strategic plans that had stakeholder buy-in and was well-integrated into the goal-setting and budgeting planning processes. Sherry L. Lund Associates (650) 854-0540 sherrylund@aol.com • Strategic planning process for a legal litigation firm. Conducted an assessment, debriefed recommendations, designed and facilitated meetings with partners. Resulted in a well-integrated plan, a new business model, and improved marketing approach, and more clearly defined decision-making. • Strategic Plan development for a major multi-site medical center that gained the alignment and support of the Board of Trustees, staff, physicians, and labor. • Strategic Plan, organizational design, and plan implementation consulting to a public health care agency undergoing major culture and service shifts. As a result, the agency moved from providing population-based services to community-based services, initiating public/private partnerships, changing the funding base, and redesigning the organization. Plan development, facilitation of strategic and operational meetings, and ongoing consulting. Speeding up and improving teamwork; helping teams embrace changes in management and/or membership while increasing productivity. • New Manager/New Team Fast Start consulting for a Vice President of a global high-tech firm who manages a 15,000 person, $4 billion segment of the organization. Design and facilitation of a similar process to speed up onboarding and teamwork for: - the CEO of a high-tech start-up organization. - the CEO of a medical center with 2,000 employees. - City Managers and several City department heads. - the VP of a large high-tech human resources group, which supports some 39,000 employees. - and numerous other CEOs and their executive teams and department managers and their staffs. • Board development for a large, private foundation’s Directors, resulting in a Board succession plan, plus a more effective and efficient meeting process. • Team development consulting with a variety of intact and cross-functional teams in a broad spectrum of industries. We specialize in addressing the unique challenges of groups who are split across domestic and international geographies or internal groups working cross- functionally. Some examples of team we have worked with include:  Teams that had conflicts due to personality issues and cultural issues, resulting in better use of time and greater job satisfaction;  Teams that functioned quite well, but wanted to maximize their performance, resulting in accelerated learning and performance;  Teams that had historically operated as silos, who needed to function as an integrated team, resulting in greater collaboration on integrated business goals and customer service.  Teams that were not achieving their results and wanted to ID the problems and course-correct, that resulted in action plans that produced results. Sherry L. Lund Associates (650) 854-0540 sherrylund@aol.com • Consulting on a multidisciplinary City research and development initiative, combining Community Development, Redevelopment, and Housing. Results included leveraged impact of the three groups, streamlined processes, strengthened interfaces, and increased results for the community. • Facilitation of project team leaders on a capital fund drive in quarterly meeting reviews over a one-year period that resulted in increased individual and team accountability and financial results. Facilitating executive performance evaluation + Coaching executives for improved performance and professional development • Facilitation of performance evaluations with City Managers, City Execs, Boards, and CEO’s. Collected and collated feedback comments and data, facilitate performance discussions and presentation of feedback. Assisted in setting performance objectives and developing simple and clear measurement tools and processes. Resulted in fair, professional performance assessment, clear agreements and goal-setting for the future, and enhanced ability to influence future performance. • Coaching senior executives in the public and private sectors who want to increase their effectiveness and engage in tailored professional development. We will describe these engagements in clusters in order to preserve the anonymity of individual clients:  A variety of executives in the public and private sectors who were stalled in their careers due to interpersonal difficulties, difficulty creating a vision and strategy, difficulty executing to the strategy, etc.  A variety of executives who were identified as high performers with high leadership potential by their organizations who needed fast, personalized development in order to prepare for a promotion.  CEO/Entrepreneurs of start-up companies who needed support on working with his/her staff and getting results in a small, fast-moving development environment. In each of these situations, we developed an action plan with the client, and provided tailored, focused coaching to help those clients achieve their goals. We have worked with many clients in a variety of industries and organizations: high tech, health care, government, financial services, entertainment, fashion, and education, among others. Redesigning work, organizations, and systems to provide better service, to streamline and integrate processes, and to reduce costs. • Design and facilitation of a financial work redesign process for a Fortune 500 corporation. Designed a process and facilitated thirty participants from Europe, South America, Asia, and the U.S. in simplifying and integrating strategic planning, budgeting, capital expenditures, and systems requirements, streamlining paperwork and saving thousands of hours of time for over 2,000 managers worldwide. • Design and facilitation of a project post-mortem process for a software development corporation, that resulted in faster TT$ for future releases and an increased continuous learning environment. Sherry L. Lund Associates (650) 854-0540 sherrylund@aol.com • Design and facilitation of a reinvention strategy and launch process for a global services team of a major corporation. Met quarterly with top 20 global managers to define business opportunities, economic buyer/billing model, vision of people, processes, and services, operation principles, priorities, owners, action plan and communication plan. The result was cost savings to the corporation and alignment down and across the team of 5,000 employees worldwide in this group. • Design and facilitation of a streamlined planning and budget proposal process for the channel marketing organization of a Fortune 500 corporation resulting in time and cost savings for 30 managers, and improved working relationships with other department partners. • Design and facilitation of a comprehensive redesign of a county emergency medical system, that was the result of the collaboration of disparate groups – city managers, EMT’s, ambulance service companies, fire captains, unions, physicians, third party payors, and county EMT administrators. This work gained nationwide attention and an article co-authored with the client was featured in the “Futures” section of the 40th anniversary issue of the Journal of Emergency Medical Services. • Design and facilitation of a comprehensive capacity assessment process for a County public health department that provided the foundation for integration of 11 clinical and policy departments and improved service to clients and the community. • Representative/consultant for VP of HR on acquisition team in a major financial services organization. Provided consulting to acquisition team on change and culture issues. Kept VP of HR apprised on strategic and operational issues; made recommendations on change and employee integration process, resources, and priorities. Resulted in proper resourcing and project management for acquisition process, proactive avoidance of problems, employee retention, and a smoother transition for both organizations and their employees. • Consultation to General Manager and staff on a divestiture. Provided expertise on change management and employee retention. Coached GM, management/ supervisory team, and individuals throughout divestiture and subsequent acquisition with another major organization. Resulted in reduced liability for the company, continued engagement of employees throughout the process, and successful outplacement of the entire workforce. • System-wide effectiveness audit of a joint development initiative between a major high tech corporation and a smaller partner. Presented findings and recommendations to management, and facilitated course correction plan, resulting in faster TT$, fewer surprises with negative impact, and improved communication between the partners. Designing and facilitating an international conference. • Design and consulting for an international conference in Hong Kong attended by U.S. Fortune 500 corporations (1/3 of attendees), and major Asian corporations located in 12 Asian countries (2/3 of attendees). Provided consultation on intercultural issues with our associates from Hong Kong, Laos, and China. Also facilitated plenary sessions. Results were a high level of engagement and participation among attendees from diverse cultures with many languages, culturally-appropriate session design and facilitation, and very high evaluations from attendees. Sherry L. Lund Associates (650) 854-0540 sherrylund@aol.com Helping sales teams achieve a competitive edge through improved account relationships and intra-team collaboration. • Consulting on customer effectiveness with a high-tech marketing team. We helped them to understand their customer’s profiles and showed them how to be more competitive. • Consulting on internal sales teamwork with sales regions of another high-tech organization that resulted in an increase in teamwork effectiveness and their strengthened ability to serve the needs of diverse accounts. Using customer and employee feedback to achieve measurable service increases. • Design and implementation of a customer satisfaction survey for a Fortune 500 global high tech group over a 5-year period. This process was transferred to the client organization over a four-year period. Results included large improvements in all thirteen metrics, reduced risk in meeting product release targets, and significantly reduced TT$ for the organization. • Design and implementation of an employee satisfaction survey over a period of 3 years for a Fortune 500 global high tech organization, resulting in significant increases in employee retention, career development, and job satisfaction. • Culture and employee satisfaction assessment interviews of all employees of a rapidly growing financial services company. Provided results and recommendations to the CEO and senior management team, and facilitated an action plan that resulted in the implementation of that plan, including related communications to employees. Sherry L. Lund Associates (650) 854-0540 sherrylund@aol.com