Customer Service Development

RUDY F. WILLIAMS, Ph.D.

***/***-**** **************@*****.***

Professional 15+ years as an Organization Development consultant, coach, and educator developing

Focus: leaders, teams, and value for customers – mostly by helping clients apply an extensive

array of best-practice theories, models, and interventions to their behaviors and

processes.

Possible titles include: Organization development consultant. Director of learning,

leadership, organization development, or leadership development.

Experience Organization Development Consultant and Coach- 15+ years

Coached numerous leaders to develop their leadership

competencies and to create high performing teams.

Increased effectiveness of leaders and teams.

Improved business processes using lean principles and the

Toyota Production System. Increased value and flow.

Lead 5-day workshops as a Certified Rapid Process

Improvement Workshop (RPIW) Leader. Removed waste

and involved employees.

Helped leaders design and facilitate focused, effective

team retreats.

Designed and facilitated a series of 15 to17-week

leadership development Change Mastery, Working

Together, and Supervisor Leadership collaboratives

(workshops). Many participants commented that these

were life changing.

Designed and facilitated multisession “coaching labs” to

develop a cadre of coaches. Developed effective coaches.

Served as lead consultant and facilitator for the

Department of Labor's Education and Training

Administration two-day “Community Building” future

search conference. Strengthened commitment to

organization goals and future direction.

Conducted organization research through interviews,

focus groups, and surveys.

University Adjunct Faculty - 5+ years teaching graduate-level working adults

Consistently received outstanding evaluations from

participants.

Applied adult learning principles to create learning

environments where participants integrated experience,

theory and teamwork to accomplish their goals.

Focused on leading organizational change, creating

competitive organizations, sustaining customer service,

renewing organizations, empowering people, and

managing for the future.

Education Ph.D. in Organizational Behavior. Case Western Reserve University, Cleveland, OH.

Focused on organizational behavior at individual, group, and organization levels.

Master of Organizational Behavior. Brigham Young University, Provo, UT. Focused

on leadership, consulting, change, group dynamics, and systems thinking.

RFW Rudy F Williams Resume 3-25-10

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Graduate Education Credential. University of California, Berkeley. Focused on

curriculum development and instructional principles.

BA in Economics. University of California, Berkeley. Focused on labor economics.

Skills & Practical business application of an extensive array of theories, models, and

Abilities: interventions. For example, the Toyota Production System, Kotter’s 8-step change

model, Senge’s Learning Organization principles, Cooperrider’s Appreciative Inquiry,

Lencioni’s Five Dysfunctions of a Team, Williams’ Four-Part Teaming Model,

Emiliani’s Lean Behaviors, Covey’s Speed of Trust, Brown’s Harnessing the Speed of

Thought, and DDI’s Star Feedback. Helped people deal effectively with ambiguity and

change.

Received numerous recognition awards for leading and facilitating diverse division

and department cross-functional project teams that analyzed problem situations and then

proposed and implemented effective solutions. Extensive experience organizing and

managing meetings, presentations, and projects.

Excellent critical thinking, listening, writing, and speaking skills. Have negotiated

projects with and made information easily understood by diverse audiences; i.e., non-

management, management, executives, customers, vendors, government officials, and

other community members.

Rated "excellent" by peers and managers on “performs with the highest ethical

standards * treats people with fairness, trust and respect * leads continuous quality

improvement focused on customer satisfaction * demonstrates innovation to improve

technical and business competence * is committed to the company, its principles,

objectives and goals.”

Additional Co-authored the book, Mistake-Proofing Leadership: A Guide to Leadership Bundles,

Data: the story of a collaborative in which best-practice leadership bundles were applied.

Helped lead design and presentation of extremely successful five-day Organization

Development Network (ODN) 1995 National Conference for 1,200 attendees.

Taught Stephen R. Covey’s “7-Habits of Highly Effective People” course . Enhanced

individual and group performance.

Improved annual employee survey response rates from 26% to 91% for 22,000+

participants. Resolved important issues by instituting face-to-face feedback meetings

in which 90% of managers talked with their employees.

Work History:

2001 – 2010 Organization Development Consultant and Education Specialist .

Virginia Mason Medical Center, Seattle, WA.

1995 - 2001 Organization Development Consultant and University Adjunct Faculty Member.

City, Chapman, and Phoenix Universities, Seattle area, WA.

1989 - 1995 Organization Development Manager.

Boeing Commercial Airplane Group, Everett, WA.

Affiliations: National Organization Development Network. Pacific Crest Trail Association.

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