Experience

• 

  ResCare

  • ResCare

  • Senior Director of Quality Assurance

    • Jan 2005 - Feb 2018
    • ResCare

    Provided technical assistance and consulting services to operational units including document control, patient safety, critical incident avoidance, process analysis, customer satisfaction measurement, inspection protocols, disaster planning, flow charting, error proofing, and team work.

• 

  Arbor Education and Training

  • Baltimore, Maryland Area

  • Consultant Senior

    • Jan 1981 - Dec 2005
    • Baltimore, Maryland Area

    Provided technical assistance and consulting to a wide range of government agencies and private companies. Sample projects include: AARP Services Inc. - Developed a Voice of the Customer system so that many sources of customer data could be used to improve service quality standards.Ford Motor Company – Trained technical staff to conduct internal customer studies. Anheuser-Bush – Established process for customer-related interaction between the can maker, brewer, wholesaler, retailer, and consumer.Allied-Signal – Designed customer data quality process for the Aerospace Division. Intel – Introduced the Customer Windowsm process for studying technical issues. ISOize.com – Launched a web-based e-learning experience based upon ISO 9001:2000.Pennsylvania Department of Transportation – Over a 20-year period, supported quality circles, customer-defined service standards, and ISO 9001 certification.Job Corps – Training and consulting for ISO 9001 Certification.US Department of Labor – Wrote, taught, and applied the SimplyBetter! Technical Guide for Voice of the Customer.Arbor was purchased by ResCare.