North America Consultants
Ernie Arboles has over seven years of in-depth training and hands-on deployment of Six Sigma methodologies. He is a Certified Master Black Belt skilled in driving change through all levels of an organization by educating employees and…
He was later promoted to Vice President of Quality where he introduced Six Sigma initiatives across an entire division of NBC. Here he spearheaded a number of cost saving and revenue generating projects and deployed Six Sigma to 300+ employees, developing the methodology and process for selecting, prioritizing and implementing quality improvement projects across the division. Most recently, Ernie led the planning and integration of three television stations in Los Angeles, producing the first English-Spanish co-located tri-opoly in the country.
Ernie holds a Bachelor’s degree in Broadcast Journalism and an MBA in Finance, Organizational Behavior, Marketing & Sales from the Marshall School of Business at the University of Southern California.
Jim has a strong background of Continuous Improvement, having held positions as an Industrial Engineer, Manufacturing Engineer and a Design Engineer. He received his Black Belt training in 1996 while at AlliedSignal…
Jim has been consulting for over 10 years and has experience in several industries, including: Paper & Printing, Automotive, Consumer Electronics, Aerospace, Internet Service Provision, Healthcare, Pharmaceuticals, Life Sciences, Medical Insurance, amongst others. His clients have included Adena Healthcare, United Healthcare, Fidelity Investments, Applied Biosystems, AOL, Nokia, Owens Corning, TRW, Sun Microsystems and Mead Paper. Jim also worked with the Penn State QMM program coaching and certifying Graduate Black Belt candidates.
Jim has worked many projects for clients utilizing Lean principles and Six Sigma problem solving, including changeover time reduction, establishing pull systems, improving equipment reliability, and reducing defects. Working with teams in manufacturing facilities and transactional offices, he has coordinated Kaizen teams to complete transformational change in weeklong and yearlong projects.
Jim has trained over 700 Black Belts and numerous Green Belts. He has conducted over 50 Black Belt and Green Belt training courses, and several Champion and Executive Overview sessions. In addition to the academic experience, Jim has coached and mentored over 1000 projects, thus having a great deal of practical experience applying Six Sigma and Lean Principles to a wide variety of business processes.
He holds a B.S. in Textile Engineering from the Southern College of Technology.
Ross Buckwalter has over 30 years of experience in the application of statistical and other methods related to quality and process improvement. His major areas of focus include statistical process control, statistical analysis…
Ross has been very active in the Six Sigma arena, having taught DMAIC and DMADV courses and also advanced courses incorporating more in-depth and hands-on statistical methods, for many clients. He has a unique ability in relating the often technical and esoteric statistical concepts and tools to real-world situations. He has guided many teams in the successful application of Six Sigma methodology to their process improvement projects.
Ross was a manager of Statistical Analysis at Hercules Aerospace. He also headed up a successful quality improvement initiative that involved training 4500 employees and guiding the implementation of basic quality tools. He has extensive experience in developing courses and conducting training in quality and statistics, and is the author of a series of 26 training modules for the Council for Continuous Improvement (CCI). Some of his client companies are Applied Materials, Hexcel, Pacific Bell, FMC, Texas Instruments, Varian and Kaiser Electronics.
Ross is a Senior Consultant with Pivotal Resources and holds both a B.A. and M.S. in Mathematical Statistics from Brigham Young University. He is a member of the American Statistical Association and the American Society for Quality Control.
Mo Cayer is a global consultant specializing in leadership and organizational change. He supports Pivotal clients on a wide range of challenges tied to supporting strategic business goals through major transformations and…
Mo started his career in the retail industry, working in various HR Development roles at JC Penney Co., and later with Macy’s, as Vice President, Organization Development & Executive Compensation. He was also with the consulting firm Development Dimensions International (DDI) as the head of Strategies for Service Excellence.
Joining GE Capital Corp. in 1995, he was the Leader for Best Practices & Program Development, designing a wide variety of leadership and organizational development interventions (e.g., Six Sigma, e-business, Strategic Leadership Skills, acquisitions & integrations, applying GE’s legendary Work-Out and Change Processes, etc.). Most recently, he served for several years at Bayer Healthcare, NA, & Pharmaceutical, as Director, Organizational & Leadership Development. He participated in several large organizational change initiatives including a major restructuring of Bayer Healthcare NA. He has also served as a senior consultant to the American Management Association in redesigning their leadership development portfolio, and to several other leading firms in pharmaceutical/healthcare (BMS, Merck), insurance (LOMA, Genworth, John Hancock) and financial services (American Express, Fidelity).
Mo holds a Ph.D. in Industrial & Organizational Psychology from New York University where he also taught as an Adjunct Professor. He currently is a faculty member in Psychology and Management at the University of New Haven in Connecticut, and is a member of the American Psychological Association, Academy of Management, Society for Human Resource Management and American Society for Training & Development.
James K. Cushing
James has over 25 years experience as a strategic leader, organizational excellence consultant, results facilitator, and problem solver. His primary expertise areas include service industry work flows, client relations…
His briefcase of opportunities includes customer service, training and education, compliance, sales, project management, and performance improvement. Jim has practical application experience with Lean, Six Sigma, and Adaptive Design at Iowa State University, Principal Financial Group, Wells Fargo, and Iowa Health System. He supports a number of non-profit organizations with strategic planning.
James has a B.B.A. in Management from Iowa State University and an MBA from Drake University. He has done course work with the Lean Enterprise Institute and the Project Management Institute. He is a member of the Iowa Quality Center, the American Society for Quality, the American Society for Training and Development, and the Iowa Alliance in Home Healthcare. James is a Fellow of the Life Management Institute.
Bob has over 25 years of experience in the field of quality and organization development, of which 11 years has been as an internal consultant / trainer in the high-tech industry in companies such as Sun Microsystems and…
In 1996, Bob joined Pivotal Resources as a Senior Consultant. Throughout his career, he has worked with both domestic and international clients including Cisco Systems, Hewlett Packard, Sun Microsystems, TRW, Northrop Grumman, Wells Fargo Bank, Charles Schwab, Bank of America, PG&E, Exxon Oil, Chevron Oil, Microsoft, Aspect, Storage Tech, GE Capitol, Lam Research, Genentech, Disney Studios and a myriad of others. In addition to his US clients, his work has taken him to 25 countries and into 40 international cities. His clients span the globe from the Americas to Canada, Europe, the Middle East, and the Pacific Rim.
Bob approaches his work by forming a strong partnership with his clients with an emphasis of providing both the theoretical and practical knowledge to assist individuals and organizations in achieving their goals. His professional background includes delivering consulting and practical tools regarding: Lean Six Sigma, executive coaching, communication skills, individual and organization assessment, process consultation, problem solving & decision making, strategic planning, team development, change management, facilitation skills, leadership & management skills.
Bob holds a Master of Science Degree in Industrial/Organizational Psychology from San Francisco State University. In addition, he also holds an Instructor Credential from the California Community Colleges and has been an instructor in business and organization development at the community college level.
Erika has over 20 years’ experience providing Continuous Improvement leadership and support to a wide variety of both manufacturing and service-based organizations. She is a Master Black Belt with exceptional analysis and…
Erika began her career at Johnson & Johnson in the medical device industry providing analysis for quality and consistency in FDA clinical research reporting, while at the same time using her Continuous Improvement skills in supporting cross functional product manufacturing teams’ quality efforts. As a MBB for Seagate Technology, she worked closely with company executives to identify improvement opportunities and guided internal improvement teams to deliver consulting, coaching and training to achieve company objectives. Erika expanded her training skills to include curriculum design and leadership mentoring at Intrawest, where she supported the improvement efforts of various business services and product divisions across North America.
As a full-time consultant, Erika has provided ongoing Continuous Improvement strategic guidance and outcomes for her many clients, including helping a global high tech firm reduce its on-time delivery of products from factories to warehouses from 49% to over 90%, resulting in significant cost savings and higher customer satisfaction. She also led an organizational change effort to shift data analysis from a monthly to daily basis, allowing the client to make enhanced, timely strategic decisions while at the same time improving operational consistency and collaboration, and reducing waste. Most recently Erika has worked with financial services, medical technology, and consumer goods and global network products and services organizations, where her deep technical skills and experienced coaching supported effective solutions and deployment of both short- and long-term improvements.
Erika has an MS in Statistics from University of Minnesota, an MS in Mathematics from University of Oregon, and a BS in Mathematics from Portland State University. She has taught at the university level and published in the Journal of Biopharmaceutical Statistics.
Clare DiFrisco is an experienced business professional with hands-on experience across many industries. She has been providing Six Sigma training and consulting for the past eight years and has worked with national and…
In addition to large organizations, Clare has worked with start-up companies, rapid-growth organizations and corporate integrations.
Clare has taught and provided coaching and consulting of Six Sigma, Process Improvement, Process Design, Lean (for transactional businesses and for job shops) and Change Management methods and practices. She is experienced in working with entry-level personnel as well as executive staff and provides hands-on consultation and guidance to ensure successful implementations. Her own business process improvement and design experience of over 20 years allows her to effectively translate business improvement theory into application, and to real-life situations and scenarios.
Prior to becoming a consultant, Clare was the Vice President of Information Technology for Concentra Managed Care (a high-tech healthcare cost containment and worker’s compensation company). She played a significant role in the growth of a corporate subsidiary from $18M to over $100M and played a pivotal role in the technical and operational integration of a 5-company merger. Clare led the design of the technical infrastructure and operational processes to support growth and industry demands. As a member of the corporate steering committee, she led teams of process owners in improvement and re-design projects. The system included an integration of balanced scorecard, executive dashboard and robust reporting functionality. Also responsible for budget planning, she saw this major undertaking completed at 95% of planned expenditures.
Clare holds Bachelor’s, Master’s and Doctoral degrees in Nutrition from the Clayton College of Natural Health in Birmingham, Alabama.
Riaan du Plooy
Riaan is a dynamic leader, coach, facilitator, and Lean Six Sigma Master Black Belt with over 15 years of hands-on experience driving results. With a focus on partnering with organizational teams to identify critical business …
Experienced in working with a variety of core and support functions, including Product Development, Sales & Marketing, Organizational Strategy, Creative Design, Operations (Manufacturing, Warehouse/Distribution, Service/Transactional), IT, Finance, Human Capital and Legal, Riann has established a proven track record of reducing costs and developing highly effective and innovative business solutions. Riaan possesses both the technical skills required to drive success as well as the ability to lead and build capabilities of others for sustainable results.
Prior to becoming a full-time consultant, Riaan, as Lean Manufacturing Manager/CI Manager led the implementation of Lean Six Sigma tools and practices into the Manufacturing Excellence initiative at Lion’s Dairy & Drinks. He also was the company’s Excellence Facilitator, a critical role in implementing the world class manufacturing principles that included applying various improvement concepts, tools and methodology, as well as introduce change management principles to ensure successful time and waste reduction, maintenance and asset care and quality. In other organizations Riaan has also served in important management and operational roles overseeing critical production processes, quality and control.
As part of his Lean Six Sigma/Continuous Improvement capabilities, Riaan’s skills include: defining and delivering on Key Performance Indicators, process streamlining and improvement, visual management and control systems, change management and interpersonal skills, lean auditing and action planning, leadership development and strategy, Lean Six Sigma and change management training. He is fluent in both English and Afrikaans, and has verbal understanding of Dutch.
Riaan holds a degree in Chemical Engineering from Vaal University of Technology. He also holds a diploma in Brewing from the Institute for Brewing and Distilling, as well as being a LSS MBB.
Mário has a wealth of experience in Lean, Six Sigma, ISO9000 and improvement strategies, with more than 15 years consulting in industries from ceramics and plastics to food and cosmetics.
Mário first developed his expertise in improvement methods during 17 years with Aeropquip Vickers, a global hydraulics design and manufacturing firm. As Product and Quality Manager, he worked on a wide variety of projects that improved productivity and product performance and was responsible for the Brazil plant’s initial ISO9000 certification. Using Lean methods, he was able to boost throughput enough to cut back an entire shift in the operation, delivering substantial savings.
In 1998, he entered the consulting and training field and gained even broader and deeper experience working with such companies as Coca-Cola/FEMSA, Boticário cosmetics, Yara chemicals, Propex textiles, and Irwin tools. Mário applies a practical approach to helping clients target opportunities, select the most appropriate principles and tools—Kanban, Six Sigma, Kaizen, TPM and various others—and work to achieve results while building capability.
Fluent in Portuguese, Spanish and English, Mário has worked with companies in the US, Mexico, Chile and Argentina as well as Brazil. His Mechanical Engineering Degree was earned at Universidade Agostinho Neto.
Greg is a proven quality and change execution professional with extensive experience in Lean and Six Sigma business process improvement, organizational change execution, and leadership coaching. In his 15 years as an organizational…
A Certified Lean Six Sigma Master Black Belt, he has led/coached multiple teams, including leading Lean events, which have resulted in significant business results.
While at Genentech, Greg was the lead in the roll out of the Capacity and Portfolio Management effort, which included all most corporate functions and all production plants in the U.S. and Singapore. He also led the communication strategy and introduction of the Genentech Production System throughout Product Operations.
At Sun Microsystems, his responsibilities as Director of the Lean Sigma Program Office included Lean Sigma program strategy development and implementation, Master Black Belt and Black Belt Development, including certification, Sigma and Lean training, and the Lean Sigma program management and support. He also coached team leads of projects chartered to create and utilize metrics of key corporate strategy implementation elements.
As a consultant and trainer, Greg has taught Six Sigma and Lean classes to team members, project leads, coaches, champions, and business process owners. He has provided coaching support to hundreds of Master Black Belts, Black and Green Belts, with project benefits in the millions of dollars. Recently, he guided the Lean Six Sigma efforts at Commander of Navy Installations Command, South Pacific region.
Some of his other notable clients include American Airlines, American Express, Bahamas Telecom, Becton-Dickinson, Carlson Companies, Cendant, Cisco Systems, GE Capital Financial Services, GMAC Mortgage, General Dynamics, Kaiser Permanente, and Sears Home Services.
Additionally Greg was trained in Lean at the University of Michigan and is also a certified Emotional Intelligence coach. He has published articles on Six Sigma and process management and was a contributing editor to the best-selling book, The Six Sigma Way, published by McGraw-Hill.
Francisco is an energetic and effective consultant and educator with proven experience in delivering meaningful improvement results and guiding critical change initiatives. His expertise in Lean and Six Sigma methods, and…
Francisco began his career as a requisitions manager for GE in Mexico, where he was first exposed to the needs of defining requirements and managing customer-supplier relationships. He then moved to Johnson Controls, where he led the implementation and training of Lean practices, guiding projects using such methods as quick changeover, 5S, Value Stream Mapping and Kaizen. He then worked in a series of roles—from Technical Training Manager to head of Quality Engineering—with such companies as Beachmold Mexico and Philip Morris, supervising teams of Quality Engineers and delivering high levels of performance results and quality improvement.
Realizing his passion for improvement and ability to support many different types of organization and process, Francisco entered the consulting field in 2010. In that role, he has trained several hundred Yellow, Green and Black Belts and has helped clients implement Lean Six Sigma initiative that delivered significant results in cycle time, OEE and scrap reduction. Just as importantly, he has enabled clients to build strong ownership of performance improvement at all levels, from management to front-line.
Francisco has taught university courses in statistics and data analysis for Universidad TecMilenio and is currently on the faculty teaching Industrial Engineering, Quality and MBA courses for Universidad del Valle de México. He has been an auditor for ISO14000 and ISO TS 16949 since 2008 and is certified in Project Management through Philip Morris.
Based in Querétero, Mexico, Francisco holds a Bachelors Degree in Computer Systems Engineering, and a Masters in Business Administration, from Instituto Tecnológico de Celaya.
Mark carries more than 20 years of experience in process improvement, line operations, and corporate strategy, specializing in service-based industries including retail, financial services, and healthcare.
As one of three experts called on to help a Fortune 100 retail company launch its corporate process improvement program, Mark and his peers secured executive sponsorship, drove enterprise adoption, and enhanced the corporation’s critical thinking competency.
In addition to standing up the program, Mark also led a portfolio of improvement initiatives across multiple functions including Merchandising Operations, Marketing Operations, and Human Resources that delivered significant incremental revenue improvement, more than $12MM in operational expense savings, and achieved historic high performance in key industry metrics.
For a global financial services business, Mark and team were called in to remedy the incomplete implementation of a shared service model in human resources. Working with ad hoc teams from five continents, Mark established the global end-to-end process, identified global end-to-end roles (including process owners), and aligned post-implementation issues to the above for resolution. In less than six months, more than 200 issue processes were dispositioned (compared to 15 in the full year prior to Mark’s engagement.)
Mark earned a B.A. in Philosophy and Political Science from the University of Minnesota and carries advanced certifications in six sigma and leadership coaching and development.
Chet is a seasoned finance executive whose interest in addressing critical business and operational problems led to a “second career” in consulting and continuous improvement. He has been providing consulting and training in…
His global experience includes work in such locations as London, Paris, Hong Kong, Sydney and Tokyo.
Prior to becoming a consultant, Chet spent 15 years in financial management positions within Hewlett Packard; he has operations and financial consulting experience with Coopers and Lybrand and KPMG as well. Chet has also worked with rapid-growth organizations and played a significant role in the growth of one start-up business whose revenue grew from $40M to $800M in a seven-year period.
Chet has taught Six Sigma skills to entry-level personnel, mid-level managers and executive staff. His outstanding support of the Six Sigma initiative at GE led to his work with several GE suppliers that have, in many cases, launched initiatives of their own. Chet’s own financial experience has been especially valuable in aiding his clients with tracking and reporting results of process improvement and redesign efforts. His 35-year career has equipped him with a keen ability for translating skills and concepts into real-life application.
Chet has been a CPA since 1969 and holds Bachelor’s and Master’s degrees in Accounting from Brigham Young University.
Colleen brings over 20 years of consulting experience and 10 years of experience designing and implementing Six Sigma programs. Colleen’s dynamic approach to training involving targeted storytelling from her broad experience makes…
Colleen has served on design teams for Six Sigma deployment while working for companies such as BHPBilliton, GE Capital, and GE Nuclear Services. Her roles included coaching business leaders, training over 3000 participants in the technical DMAIC approach and facilitating project teams as a Master Black Belt. Colleen understands process design requirements from a customer-driven perspective while balancing the strategic focus of improving business productivity and costs. She also teaches and coaches in change management and advanced statistical methods. Colleen’s training courses are consistently evaluated as outstanding.
Colleen has been consulting in the service industry following several years with Mercer Management Consulting, where she managed Baldrige-based quality improvement initiatives and helped teams to redesign business processes for clients including Sun Microsystems, American Express, Consolidated Freightways, University of Colorado and Neighborhood Health Plans. In addition, Colleen has experience with General Motors where she designed and implemented statistical process control systems and with Dun & Bradstreet where she managed an operations staff of 40 and led strategic business improvement projects.
Since joining Pivotal Resources, she has been lead consultant on projects for Brinker International (Chili’s Restaurant) and Target Stores. She has been a very popular instructor for Green & Black Belts, Champions, and project leader with numerous clients including adidas, Genworth, Cisco, Omnium, i3, and Charles Schwab.
Colleen holds a B.S. in Industrial Engineering from Bradley University and an M.B.A. from Loyola University of Chicago. She has been a speaker at the Rocky Mountain Quality Conference and GE’s Nuclear Annual Quality Conference.
Kelly brings over 20 years of experience in process-based organization design, measurement and problem solving. Her areas of expertise include: Change Management and Facilitation; Process Management and…
Kelly has helped companies in the industries of Finance, Retail, Healthcare, Insurance, Energy, Telecom, and Entertainment/Broadcasting to design and implement successful organizational change, leading to long-term and sustainable benefits. Her practical approach was honed in her years in management with American Express, GE and Target. She is able to tailor proven best practices and methods to fit unique company cultures, people, and business needs, achieve speedy results, and ultimately build lasting internal capacity for continuous improvement.
Among her achievements, Kelly has led senior management teams in translating their strategic imperatives into business measurement systems, and comprehensive employee performance management processes that turned plans into action and results. She has designed and led company-wide Six Sigma initiatives, achieving millions of dollars in bottom-line benefits across diverse company divisions. She has also developed and implemented large-scale change initiatives to help client business bring about significant shifts in organizational processes and management practices.
Kelly has established and coached cross-functional project teams to achieve over 40% improvement in performance.
In addition, Kelly has conducted leadership training and coaching programs to help managers become more effective change agents. She also has experience as the leader of an international Six Sigma training team, serving over 80,000 employees in 11 languages, with audiences that ranged from executives to front-line employees, and programs that integrated classroom and e-learning tools for higher efficiency and effectiveness.
Kelly holds a Bachelor’s degree from the University at Albany, New York, and a Master’s degree from the University of Minnesota.
Wendy joined Pivotal Resources in 2011 after more than fifteen years working in fields ranging from the administration of a European Ministry budget for cultural and scientific programs in the United States, to a major consulting firm focused
Across these experiences Wendy developed a keen appreciation for the need to develop and refine an organization’s leadership strategy, to identify processes in need of change, and to continuously assess teams, strategies, and future planning. Wendy has a special interest in the overlap between public and private sector management practices, and how individuals as well as executives in each field can learn from each other.
Wendy earned a Master’s degree in Law and Diplomacy from the Fletcher School of Law and Diplomacy, a Bachelor’s degree in International Relations from Tufts University, and the CEP from the Institut d’Etudes Politiques de Paris.
Marcy is an experienced change leader who has held both management and consulting positions that have involved significant organization, cultural and technological transformations in a wide variety of arenas.
She began her career in the legal profession, serving five years as a Deputy District Attorney for Washington County, Oregon, before joining the business world in the legal department for GE Capital. While at GE, Marcy was given the opportunity to become a Continuous Improvement “Black Belt”—working first on improvements to Sales processes and then moving into consulting for customers of the GE Healthcare business unit. There, she worked on projects ranging from Lean Manufacturing to surgical services, applying improvement methods ranging from change management to workflow design.
In 2006, she joined the healthcare profession full-time, first with Kaiser Permanente as an internal improvement consultant and later with PeaceHealth Medical Group. In these roles, she began working extensively in strategic planning and alignment to ensure organizational structures, processes and improvement efforts were directed at areas of greatest need to patients and the business. Her most recent position, before becoming a full-time consultant, was as Senior Director of Operations for The Standard insurance company, where her responsibilities included customer service, cost center management, and project management.
With her broad background and deep experience, Marcy is extremely effective at assessing and understanding organizational issues, culture and people challenges, and operational/process strengths and weaknesses. While she is skilled at data analysis and applying technology, her main focus is on ensuring aligned goals and objectives, building support for change, and enabling transformation by working with leaders and staff.
Marcy holds a Bachelor of Science and a Doctorate of Jurisprudence, both from the University of Oregon.
Bob has been active as a management consultant, professor, and author since 1971. He is a senior consultant with Pivotal Resources and a co-author of two best-selling Six Sigma books, The Six Sigma Way, and The Six Sigma Way Team
Since 1996 he has trained and coached Six Sigma teams at companies such as General Electric, Sun Microsystems, Federated Department Stores, Starwood Hotels & Resorts and Cisco Systems. Bob’s talent for translating abstract business concepts into a humorous narrative of practical examples appeals to a wide audience in a multitude of industries. His practical yet strategic outlook also allows him to relate to both senior managers and frontline associates.
Bob was the Training Manager for Continuous Quality Improvement for 7,000 employees at Sutter Health, Sacramento’s largest private employer. In the 1980s, Bob was the lead consultant for the Izwana Participation Project at Western Deep Levels gold mine in South Africa, teaching problem solving to miners 8,000 feet underground. He was also the lead consultant for General Motors’ “Common Sense” quality program for line employees in Detroit and Indianapolis.
In addition to clients like NBC and Employers’ Reinsurance Corporation, Bob has provided process improvement training for Alamo Learning Systems, US Sprint, the Quality Alert Institute, and many government agencies, including the California Department of Corrections and the Colorado State Patrol.
Bob’s doctorate is from Northwestern University, and he has been a Professor at Amherst College, the State University of New York, and California State University at Sacramento.
Pamela’s background as a line manager and improvement team leader in the services industry gives her special insights into applying Six Sigma and change leadership skills to diverse groups and organizations. She has more than 18
Prior to entering consulting, Pamela spent most of her career in the real estate and relocation services industry, with such companies as Equitable, Travelers and PHH. At Cendant, now CARTUS, she was Regional Manager of Human Resources responsible for quality implementation, leadership development, organizational analysis, succession planning and OD interventions. Prior to Cendant, she was Director of Policy Development with a division of GE Capital Mortgage, where she held key management positions in account management, real estate acquisition and sales, closing and billing.
She moved into the consulting field in 1993, and in 1996 became part of the pioneering Pivotal Resources team that supported the global roll-out of Six Sigma and DMAIC for GE Capital. Pam’s expertise in and understanding of the nuances of change management led to her becoming a certified Change Acceleration Process (CAP) facilitator, for which she has been a highly sought-after resource. Thanks to Pivotal’s work with NBC, in 1998 Pamela took a one-year assignment consulting on the launch of the “QNBC” improvement initiative. Since then she has been active with a wide range of clients in the implementation of Lean Six Sigma—including Sears, Cisco, Vanguard Group, TRW, Johnson & Johnson, Starwood, Sun Microsystems, GMAC Insurance and A&P.
Her results have included reduced turnover by 46%, increased productivity by 50% and reduced waste by 33%.
Pamela holds an M.S. in Human Resources Education and Organizational Development from Fordham University and a B.A. in History and Geography from Boston University. She has also been an adjunct professor of Marymount College’s faculty, teaching Organizational Behavior.
Jef has been providing training and consulting services in manufacturing, communication, computer systems, marketing and financial services for over 25 years. His primary expertise lies in performance improvement in the…
Jef was the Lead Instructor for Ford Motor Company Six Sigma programs including Six Sigma Leadership and Six Sigma Train-the-Trainer.
He has also delivered classes for Motorola University in Basic Statistics and Design of Experiments.
For the prior ten years Jef focused on assisting companies in the design, development and implementation of Six Sigma programs. He has extensive experience in the delivery of DMAIC and Design for Six Sigma training.
Jef has an ability to take difficult concepts and deliver them in an understandable manner. His broad experience base enables him to draw on real life examples that connect well with various groups.
Jef also has extensive experience abroad; taking his Six Sigma training and consulting experience to the international divisions of major Fortune 500 companies in England, Sweden, Korea and Mexico.
Prior to becoming a full-time consultant and trainer, he spent four years with RWD Technologies where he was Chief Engineer and Director of Manufacturing Services. Jef has also worked for the National Center for Manufacturing Sciences (R&D), where he was the Manager of Technology Transfer, after working for Chrysler Corporation as the Supervisor of Manufacturing Training.
Jef is a certified Manufacturing Engineer (SME) and a Certified Reliability Engineer (ASQ), and has written and presented many papers on training and automation at international conferences. He holds B.S. and M.S. degrees from Central Michigan University.
Bill Stieber, Ph.D., CSP is an internationally recognized business consultant, trainer, author and ASQ certified Six Sigma Black Belt. A former Deming consultant, Bill’s expertise over the last 20 years enables him to bring enormous wisdom
By using entertaining and often musically-related metaphors (Bill plays saxophone and guitar), he delivers substantial value and always engages his audience, whether speaking to a full room or one-on-one.
In his assignments implementing Total Quality and Lean Six Sigma, he has trained and coached process improvement teams, facilitated the design of strategic plans, implemented behavioral and customer surveys and led training programs in a variety of process management concepts, including leadership practices, customer service, problem solving tools and team building. His experience crosses many industries, such as financial services, media, healthcare, pharmaceutical and chemicals, and touches many geographies, including North and South America, Europe and Asia.
Bill’s career in organization development started at CIGNA Corporation. He served in a variety of posts including Regional Training and Personnel Director, Organization and Succession Planning Manager and Director of Corporate Management Development and Training. He also served as Director of Corporate Training and Development for an insurance brokerage in New York and as Vice President of Training and Development for a financial services division of Xerox Corporation. Prior to joining Pivotal, Bill served as an organization design and development consultant for AT&T Capital where he facilitated the complete redesign of two financial service units.
Bill has been recognized for his leadership in quality improvement and other large-scale improvement initiatives in numerous organizational settings. He has served as Senior Lead Examiner for the Pennsylvania Quality Leadership Award. He has a Ph.D. in Adult and Organization Development from Temple University, an MBA from LaSalle University and a BS in Education from the Pennsylvania State University.
Elisabeth has provided process improvement consulting, training and design services to Fortune 100 companies for the past 20 years. Most recently she worked on the design and implementation of a Performance Management
Just prior to that she coached several improvement teams at Charles Schwab resulting in a 20% reduction in unnecessary account terminations, a 30% reduction in rework associated with on-line funds transfers, a 75% reduction in total account open cycle time from application to funding. In an ongoing effort, she has been a principal in the design and rollout of the first Lean/Six Sigma effort in the hospitality industry for Starwood Hotels and Resorts resulting in average benefits of $30 million per year from 2001-2008 for North America alone.
Elisabeth is the author of a business simulation used worldwide to gain buy-in and establish leadership awareness in the area of process improvement. Her clients include: Bahamas Telephone Company, BP, Charles Schwab, Cisco Systems, GE Capital, Fireman’s Fund Insurance, Ford, Federated Department Stores, Johnson & Johnson, Kodak, NBC, Northrup Grumman, Target, Raytheon, Starwood Hotels & Resorts Worldwide, United Health Care, Volvo and Wells Fargo,.
Born in the UK, Elisabeth holds a bachelor’s degree in English with a concentration in Computer Science from Columbia University in New York City, NY. Elisabeth is GE certified Black Belt Trainer and a founding member of BCT (Boston Comedy Theater) specializing in improvisational techniques to foster organizational change efforts.
Robinson B. de Toledo
Robinson has a deep background in operations management and improvement, including 15 years as a corporate quality leader and 10 years consulting for a wide variety of companies. He has worked extensively across Latin America, in
Robinson’s early career included 11 years as product and production manager for DuPont Brazil, applying his engineering background to support the company’s chemical, textile and electronics businesses. He later served as Manufacturing Manager for Siemens and Operations Director for Amcor PET Packaging, overseeing production and quality for eight facilities. He first began consulting work in Lean, Six Sigma and related services in 2002, though he also spent two years as Lean Sigma and Operations for Swiss Chemical company Sika.
As a performance improvement trainer and consultant, Robinson has worked with companies in fields including automotive (Delphi, Remy), cosmetics (Avon), chemicals (Fosfertil) and foods (McCain), among many others. His expertise includes development of improvement strategies, Total Productive Maintenance, Lean Office and team building. He is an effective trainer and hands-on advisor to management and project teams alike.
He holds a Mechanical Engineering degree from Escola de Engenharia Mauá and a Masters in Business Administration from Fundação Getullo Vargas. Based near São Paulo, Robinson is fluent in Portuguese, Spanish and English.
Ed is a process improvement expert bringing more than 20 years of performance improvement and implementation experience in Lean, Six Sigma and Continuous Quality Improvement (CQI) in various industries.
In addition, Ed has hands-on project consulting experience including efforts in supply chain management, purchasing, program management, logistics, and manufacturing and healthcare operations. Some of his most recent work includes team/project support with the Oregon Department of Transportation (ODOT), training, certification and project management for the Trandes Corporation, a leader in logistics support and repair, overhaul and maintenance of government communication and radar systems, laboratory productivity and cycle time reduction for Palomar Pomerado, quality improvements in the construction and delivery of surgical instruments kits and cycle time/flow improvements in emergency departments and perioperative services at various facilities. His strong change management background, appreciation for the challenges of day-to-day business operations and people skills have fostered successful collaboration with teams and helps Ed bring real-life, practical experience to the classroom.
Ed has an MBA from Embry-Riddle Aeronautical University and has studied facilitation & teaching skills, public speaking and leadership awareness—all of which he has found vital to his work in process improvement. Ed is a frequent public speaker and teaches on a regular basis, is a Certified Professional in Healthcare Quality (CPHQ) and a certified Master Black Belt in Lean Six Sigma.
Ramya comes to Pivotal Resources with a diverse background in process improvement, marketing, promotions and business development. Her experience – in both Fortune 500 companies as well as technology start-ups – has included a…
Ramya started her career in the entertainment Industry, handling promotions for Sony Music in India. Her next stint was at Reliance Entertainment, a start-up that introduced broadband interactive television in India. Before joining Pivotal, Ramya served as a certified Black Belt with GE Capital where her role included process improvement, strategic planning, client interface and operations overview – as well as training and project mentoring. Her project work, involving resource optimization and core business consolidation, achieved close to $750,000 in savings.
With Pivotal, Ramya’s work matches her diverse experience and includes project consulting and facilitation, product development and training. She has done extensive consulting work on a variety of projects for Cisco Systems, GMAC Insurance and several other clients. She also serves as Product Manager for Pivotal’s Qualification and Certification services.
Ramya has a B.S. in Math, Physics & Chemistry from Osmania University, India, and earned her MBA from the Indian Institute of Management, Ahmedabad, India.
Karen is an accomplished Industrial Engineer, Certified Six Sigma Black Belt and Lean professional with over ten years of cross-functional experience in operational excellence, strategic planning and Lean program design and
Karen has provided expertise in continuous improvement methodologies to a diverse background of industries including Hospitality, Healthcare, Homebuilding and Manufacturing. Her passion to drive customer satisfaction through continuous improvement allows her to be successful with multiple levels of an organization, performing training, team facilitation, program and project management to achieve sustained results in dynamic environments.
Karen began her career in process improvement as an Industrial Engineer for Disney where she was a part of the development team for Disney’s California Adventure Theme Park in Anaheim, California. She has continued her career holding engineering and process improvement management positions for companies such as Shea Homes, SPX Corporation and Carolinas Healthcare System. While at Shea Homes, Karen worked with the National Association of Homebuilders Research Center as a process improvement and quality judge for the National Housing Quality Award.
Karen has provided consulting services for the United States Postal Service performing organizational assessments, Lean training and consulting services, Leadership Development and project execution. Karen is also an active member of the Institute of Industrial Engineering Professional Chapter in San Diego and partnered with the University of San Diego as a guest speaker for the Department of Industrial Engineering.
Karen received her B.S. in Industrial Engineering & Systems Integration from California Polytechnic State University, San Luis Obispo and an MBA in Finance from California State University, San Marcos. She received her Six Sigma Black Belt from ASQ and her Lean Enterprise Certification from the Milwaukee School of Engineering and the University of Tennessee.
E. George Woodley
George is a ASQ Certified Six Sigma Master Black Belt with broad expertise in such areas as mentoring, training, facilitating and application consulting in problem solving and Lean Six Sigma for Manufacturing and Service industries
George gained his experience at Ford’s Six Sigma where he trained Black and Green Belts and Ford’s Global 8-Disciplines where he was in charge of the Team Oriented Problem Solving. He later became the Six Sigma Instructor for Motorola University and the Operational Excellence Instructor (Six Sigma for Service) for Washington Mutual. His expertise also includes Process Control Methods (SPC), Failure Mode & Effects Analysis (FMEA), Experimental Design (DOE), Parameter & Tolerance Design, QS-9000/ISO-9000 Assessment Survey and Quality Operating System (QOS).
George holds a Masters degree in Statistics from the University of Guelph, Ontario, Canada and is a Senior Member of the American Society for Quality and the Ohio Academy of Science. He is a Quality Assurance Professional since 1985 and is fluent in English, French and Hungarian.