Process Improvement Training
Resume:
Joan Long
Beaverton OR 97008
************@*******.***
Outstanding Honors:
• Received “Outstanding Performance” rating at Intel Corporation twice (top 10%)
• Elected to Board of Directors for non-profit organization
• Wrote “Project Management” curriculum and “Working Smarter not Harder” for Portland Community College
Summary:
Over a 20 year period, designed, and wrote 110 custom training manuals, user guides, and re-designed over 150 processes and procedures for new business initiatives or major reorganizations. Delivered training to over 3600 total people in a 20 year period. This included managing a training team, creating the strategy/plan, developing the infrastructure for delivery and evaluation, and implementation. Programs rated in top 5-10%, skill gains averaged 34-43%, and some programs yielded productivity gains of 23%.
Corporations:
6/99-Current:
Independent Senior Consultant in Instructional Design, Training, and Process Improvement
• At Standard, led overall effort to deploy software training to 600 people across multiple divisions, which yielded satisfaction scores of 5.1/6.0 overall. Achieved 87% average competency levels in post-session testing. Developed project plan, materials, logistics, and managed a training delivery team.
• Decreased training time by 35% and labor costs by $42K/yr by implementing self-paced training at Intel.
• Developed standards, metrics, and templates for a 13-piece training toolkit at Standard.
• Re-designed metrics of customer service and sales organization at Intel utilizing external focus group information, and implemented a systemic program change which yielded 35-43% skill gains, and 23% productivity improvement for front line sales and service personnel.
• Led over 30 strategic planning, business visioning, team development, and process improvement sessions with various teams across all divisions. Developed the process improvement curriculum and trained teams world-wide on all process improvement tools.
• To assist with change management at PacifiCorp, did task analysis and led user acceptance groups on a suite of software products, and converted a “hostile” situation into acceptance. Led user acceptance testing. Implemented new Cognos training system across PacifiCorp, developing 18 training guides, training over 700 people, and managing deployment. The training was rated in the top 10%.
• For NW Natural, led gas pipeline technician teams at NW Natural to compile 24 technical task analyses, and the development of 24 technical procedures, which became the “base” for the position description. The procedures included step-by-step actions for maintenance and troubleshooting for all gas pipeline technicians.
• For Bonneville Power Administration and PGE, wrote company-wide policy for the NERC-CIP (North American Electric Reliability Standards-Critical Infrastructure Protection) regulatory program. In addition, wrote 10 project plans used to manage 10 distinct teams involved in implementing NERC-CIP. Implemented the use of Sharepoint project plans, which allowed the team to do their own progress updates via a link, eliminating the need for excessive team meetings. Re-designed 40 procedures.
• Developed 6 user manuals for Xiotech for world-wide, commercial software release. Tested the User Interface for defects, reported and tracked defects in ClearQuest. Refined the specifications for the User Interface.
• For Xerox, wrote user guides for Field Service Technicians for troubleshooting printers.
Joan Long
7811 SW Hewitt Place
Beaverton OR 97008
************@*******.***
Corporations (Continued):
9/98-5/99
BlueCross BlueShield, Planning and Organizational Development Consultant
Key tasks: Provide management, organizational improvement consulting to multiple management levels and sites to improve operations performance. Wrote 6-part management curriculum.
6/97-6/98
Intel Corporation, Training Manager
Key tasks: Managed staff of 7 professionals who provided program management to operations.
12/93-6/97
Bottom-Line Inc., Manager
Key tasks: Managed all facets of national consulting business, as well as doing sales and delivering client consulting on all programs.
6/87-10/93
Intel Corporation, Quality Program Manager
Key tasks: Developed and implemented re-engineering teams across Intel. Wrote user manuals and implemented 19-site software program across Intel. Wrote process improvement curriculum.
9/83-6/87
Black & Decker and Becton-Dickinson, Industrial/Productivity Engineer
Key tasks: Redesigned manufacturing lines for greater efficiencies and taught others on how to do business operational analysis.
Key Skills and Education:
Skills: Client interfacing, training, technical writing, process improvement, software testing, large-scale enterprise deployment, user specifications and requirements, process mapping, RUP, Agile/XP software development methods, instructional design and training, project planning, survey design, group facilitation, ISO certification, NERC-CIP regulatory requirements, Baldridge certification.
Software: MS Word, PowerPoint, Excel, Project, Outlook, Visio, Access, Cognos 7&8, Test Director, ClearQuest, RequisitePro, SharePoint 7.0, Lotus Notes, Formatting Pro2.1 (InformationMapping), RoboHelp, Captivate, WebX, Netmeeting, MWSnap, SnagIt, User Productivity Kit, JDE Edwards 8.12.
Education/Certifications: B.S.I.E. (Industrial Engineering) North Carolina State University, Zenger-Miller Frontline Leadership, Intel Management Series.
Volunteering in the Community:
Work at a local animal shelter providing matching services for cats to prospective homes. Served on Board of Directors to provide organizational consulting.
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