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Joy Maddock,309 246th Court
North East, Sammamish, Washington 98001
joy@comcast.net, 425.241.1230 cell, 425.522.9876 res
Organizational Development Achievements
Talent Management and Development
·
Succession
Planning
o Contributed
to development ofTalent Management and SuccessionPlanning practice at PLS
Consulting. Focus on leadership, management and individual contributor training
and development portion of the practice.
§ Applied to
two major utility companies creating their talent pipeline to support future
business needs.
§ Contributed
to white paper on the “War for Talent.”
o Created new
hire on-boarding experience integrated withcareer stage model to define
performance expectations and development paths specific to Microsoft Health
Solution business group.
o Developed
30-60-90 day development plans for mid-career Healthcare IT Sales Executives
and their Sales Managers at Microsoft Health Solutions Group.
·
Competency Model Development and Application
o Led team to developthe
ASTD Leadership Competency model to meet future performance needs. Received ASTD award for results.
o Developed
competency model for Enterprise Services team at Microsoft Health Solution Group.
o Integrated
Competency framework to learning and development framework as key part of
Talent Management and Succession Planning practice at PLS Consulting.
·
Leadership Development
o Developed
strategic plan for sustained leadership development for ASTD Leadership
Community.
§ Assessed
strengths of top performers and validated with Lominger, Boyatzis, Yates and
benchmarked industry leadership models to create competency model.
§ Developed
online Leadership Academy – curricula and peer learning network to complement existing
coaching team, regional and national training conferences.
·
Team Development
o Applied
Drexler-Sibbet team performance model to develop vision, alignment, role
clarity and work flow dependencies for high performing work teams at Microsoft
and EOC of Clark County.
Change Management, Coaching and Facilitation
·
Methodology
o Applied Prosci
ADKAR, Kotter 8 Step, and created Systems Thinkingapproaches to organizational
redesigns, new product releases and software adoption changes at EOC of Clark
County, HSBC, PLS Consultingand Microsoft.
·
Organizational Planning and Design
o Led Learning
Team’s strategic planning to annual operational plan development at Microsoft
Health Solution Group for 4 years.
o Supported EOC
of Clark County leadership team’s major re-organization by facilitating task analysis
and work process re-engineering, development plans for cross training
operations teams, and communication plans.
Implemented Development and Communication plans in first two years of change. Led to significant reduction in service
response, staff and customer satisfaction.
Presented case study at OD Network and conference on Systems Thinking.
Communication Skill Development
·
Trained, coached and facilitated
o Interpersonal
effectiveness, identity management, perception. listening, non-verbal and
language competency.
o Group problem
solving, high-performing teams, team leadership and development, Blanchard
Situational Leadership, conflict management.
o Intercultural
communication competence.
§ Published
article with Larry Samovar and Kathleen Porter
o Presentations,
panel discussion, debate and media skills.
Service
o “Workforce of the Future Conference,” Program
Chair.
§ Two-day
conference on labor outlook, skill gap and training and development innovations.
§ Sponsored by Institute
for the Future, SHRM, OD Network, ASTD, Oregon Health Sciences University
Management Div.
o “Systems
Thinking and Learning Applications,” Conference Chair.
§ Three-day
conference on the uses of organizational systems thinking in K-12 education and
corporations.
§ Workshops,
panel presentations, open-space technology and academic research presentations.
§ Sponsored by
ASTD, OD Network, ISPI, OHSU Management Division, Tokyo Institute of
Technology, University of Illinois, Claremont-McKenna Drucker School of
Management, Leadership Research Institute (LRI)
Job History and Technical Training Achievements
Microsoft, Redmond, Washington
Training
Manager, Learning Services, Health SolutionsGroup (HSG), 2007
– 2011
Created a new line of
business for Microsoft with Global Healthcare IT solutions. Established Services, Sales and Professional
Development training strategy and programs for global business group to
anticipate performance needs of a rapidly evolving organization; introduced
vision with Learning and Performance Architecture – a paradigm for enterprise
learning. Responsible for learning needs
of global customers, partners, staff and stakeholders.
Awards:
--8.6/9.0 KLAS score (independent healthcare IT vendor evaluator) highest mark for
Training, 2010.
--American Society for Training and Development
“Excellence in Practice” citation, 2011 for blended Amalga Services Readiness Program.
·
Team: Recruited as initial Training team member of new
business group. Grew team to 7 FTE in 3 years. Scaled deliverables with 7
partner organizations and leveraged 19 content development and training
operations vendors to meet growing demand.
o
Responsible for
Operating budget development and P&L management; market plan, pricing
models for Learning Services, licensing model and contracts, development need
assessment and content-build vendor management.
Created build standards and resource management plans, operations
communications, PM for LMS selection and adoption, on-boarding system for
shorter time-to-value of new hires and acquired FTE. PM for business modelto scale operations,
socialized with Senior Leadership Team to secure significant resources.
·
Technical Training: Created
introductory and advanced, blended curricula for Customer, Partner and
Corporate team IT Pros to implement, maintain and support Amalga Healthcare
Enterprise software products. Emphasis
on Enterprise Services training for SAAS and on-premise software installations.
o
Set instructional
design standards for all formal and informal deliverables. Applied standards to internal and external
build and test teams, and integrated standards in vendor selection process.
o
PM for team of
Instructional Designers to pilot deliverable innovations and test new authoring
tools to ensure quality upon release and responsible use of resources.
o
Adopted and customized
Microsoft corporate publishing standards (MSTP 6.1, internal and external compliance
standards) to meet business group specific industry needs.
o
Recruited and developed
ISD knowledge for team of SMEs dedicated to developing quarterly releases and
product support offerings.
Technical Training Solutions include
§ Core Content: 100-200 level introductory OLTs.
§ Readiness Programs: 1 to 3-week blended technical
courses for System Integrators prepared 300+ global IT Pros in FY10, 500 FY11.
§ 100+ online course offerings, hosted hands-on labs
and assessments. 200+ podcasts.
§ End User training kit to scale adoption (Courseware,
job aides, demo recordings, podcasts, Train/trainer, marketing kit.)
·
Quality Training: Project
managed online and instructor-led courses Quality Systems courses: ILT
consulting to Compliance Director, development of online Introduction to
Quality Systems and blended solutions. Global
implementation across multiple roles to meet FDA, ISO and Quality standards and
Privacy regulations.
·
Sales Training: Developed strategic plan and implemented Sales Readiness
training to expanding corporate and partner sales teams, and supporting
specialist in NA, EMEA, GCR and APAC.
o
Solutions include
monthly global webinars, product and demo skill development for global HSG, Trade
Show readiness for Sales Marketing Group’s Health, Public Sector and Academic
solution and technical sales teams.
o
PM for On-boarding for new
sellers, including M&A on-boarding, managed training program for Sales team
summits.
Training
Manager, Entertainment and Devices (Microsoft Retail Division), 2005 – 2007
Technical training and
change management of global supply chain operations for Field Sales, Marketing
and Contract Manufacturing, IT and Support for global retail operations.
·
Project managed
training and communication for 11 Supply Chain system implementations and
upgrades including Global Planning System, CRM, Forecasting, Retail Revenue
planning, BI, Hardware manufacturing scheduling, and RMAs stock management
o
Courseware developed to
support IT system releases and upgrades
·
Operationalized
engagement model, synched SDLC with ADDIE, Agile PM across business group
o
Responsible for Change
Management for IT quarterly releases.
Created governance tools for capacity planning. Utilized ADKAR framework to adopt system and
business process changes
Course
Developer (Volt contractor), MircrosoftSales, Marketing and Solutions Group
Readiness 2005
Created online and
blended training solutions for Database and Developer IT professionals
·
Developed 34 SQL, .net Framework
and Visual Studio OLT and blended “Academy” courses for Sales Field, MCS
(Consulting Services) and PSS (Product Service and Support)
·
Lead SME Instructional
Designer for team of technical writers and content developers
·
Consolidates SQL demos
for field-ready kits
·
Supported content
development for Tech Ready
PLS Consulting, Sr. Performance Consultant, 2003 – 2005
Created online and
blended training solutions for Energy Sector SMEs and End Users, developed Learning
framework and components for new practice areas in Succession Planning and Talent
Management.
·
Performance Improvement
and training for Energy Sector customers.
Project managed training and change management services for 12 customer
IT implementations (Operations, CRM, BI)
·
Co-designed Learning
and Development framework and components in a 6-part Talent Management line of
services
o
Implemented Planning,
Selection, and Succession Planning and Bench Development practice to mid to
small size businesses. Focus on
high-potential learning and development
o
Contributed to White
Paper on “War for Talent”
Intel, Sales
and Marketing (SMG),Training Consultant,
2002 - 2003
·
Project management,
design and development ofcontact center Customer Service Agents and Product
Support Engineers, Field Sales and Product Planners with PeopleSoft CRM and ERP
sales systems training.
Tektronix, Sales and Support, Training
Specialist, 2002
·
Project management and development
for Sales, Product and Engineering Support contact center training. Sales referral training grew leads by 12%,
leading to 44% increase in service contracts YOY
·
Created support
certification for call center (CRM, Open Up-Time) and Oracle Order Management
·
Coached Support and
Support Engineers in Strategic interaction Skills leading to a 94% positive
CSAT
HSBC, Credit Card Services (formerly Household
Credit Services), Training Manager, 2000 – 2002
·
Onboarding call center
agents for Credit Operations, Collections, Marketing and Sales training. Team of 8 trainers. Player-coach…took shifts to align with the
customer needs and agent best practices.
·
Supported educational
on-boarding needs of 3 acquisitions, 2 mergers
·
Adopted design and
delivery quality standards for team. Reduced new-hire training duration speeding
time-to-value by 1.5 days
EOCF of Clark County, Training Coordinator, Vancouver, Washington 1996 -
2000
·
Early Childhood
Education professional development for Head Start, Therapeutic Child Care and
ECEAP (Wash. St. ECE program) for Southwest Washington
o
Created professional
development program, BOLI State Apprenticeship, video conference center
ACADEMIC POSITIONS
Instructor - Speech Communication at four colleges
and universities (1986 – 1996)
·
Adjunct Faculty, Communication
Studies, Bellevue College, 2010-2011
·
Presenter and panelist
at academic conferences.
ASSOCIATIONS AND PROFESSIONAL MEMBERSHIPS:
American Society for Training and Development
(ASTD):
Honors –
o Excellence in Practice
Citation, 2010. “Amalga Technical
Readiness Program”
o Volunteer Partner Award,
§
2005 for Leadership Institute and Leadership Competency Model
§
2010 for “1-Voice” Business Model.
National Advisors for
Chapters
Contributed to “One Voice” - revamped chapter-association
business model
National Leadership
Development Team
·
Created ASTD Leadership
Institute (ALI), leadership conference, 3 years, blended with online leadership
resources
·
Leadership development
presenter 2002 - 2007
Chapter President,
Cascadia / Oregon and Southwest Washington
Produced
two regional conferences - Workforce of the Future, Applying Systems Thinking.
Presentation,
2005 ASTD International Conference and Expo, “Future Outlook and Trends influencingHuman
Performance Improvement” with Mary Broad.
Contributor,
Microsoft 2009 Think Week Paper, “Project Mauna Kea: Strategic Incubation of
Serious Games for Enterprise Services.” J. Grudin, F. Martinez major authors.
OD
Network
HealthcareInformationandManagementSystemsSociety
(HIMSS)
Education:
Doctor of
Philosophy study 1984‑1988
University
of Washington, Department of Speech Communication
Major
Emphasis: Rhetorical Theory and Criticism, Minor Emphasis: Mass Communication
Master of
Arts 1986
San Diego
State University, Department of Speech Communication
Major
Emphasis: Rhetorical and Communication Theory, Minor Emphasis: Mass
Communication
Bachelor
of Science 1982
Oregon
State University, Department of Political Science
Major
Emphasis: Political Theory, Minor Emphasis: Political Communication
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