KELLEY DILLON

(586) 530-6012 dillonkelley45@yahoo.com

ORGANIZATIONAL & LEADER DEVELOPMENT
Team Building - Coaching -- Facilitation - Instructional Design - Process
Improvement
Highly experienced Organizational and Leader Development Professional with exten
sive experience in proactively influencing organizations through, culture change
, leadership growth, executive coaching and associate development. Frequently r
ecruited to lead complex culture and behavior change initiatives. Known for bei
ng able to communicate complex issues effectively and create partnerships with k
ey strategic stakeholders. Achieved a 44% improvement in Associate Satisfaction
scores by designing and implementing a Service Excellence Strategy. Proven abi
lity to incorporate behavior and culture assessment tools to guide associate eng
agement, competency development, and team building interventions.
KEY COMPETENCIES
Talent Management
Performance Management
Large Scale Culture Change
Instruction Design / Leadership Education
Operational Excellence (Lean, CAP & Workout Tools)
Performance Gap and Training Needs Assessments
Change Management Execution
Large Group Facilitation / Interventions
Service Excellence
Strategic Planning Facilitation
PROFESSIONAL EXPERIENCE
ST JOHN PROVIDENCE HEALTH SYSTEM Warren, Michigan 1999 to 2010
18,000 associate health system containing 5 hospitals, 2 senior community homes,
home care facility, 2 surgery centers, 700 leaders and 3,000 affiliated physici
ans.
Managing Director Leader Development & Learning Institute (2005 to 2010)
Led a staff of 13 associates (and a $1.5 million budget that remained on target
for five consecutive years) in designing and implementing interventions to help
align leader and associate behaviors to strategic goals. The staff consists of
leadership consultants, web-based/e-learning instructional designers, LMS applic
ation specialists, and training facilitators.
Key Achievements:
* Achieved a 40% improvement in associate satisfaction scores within one year an
d a steady increase in patient satisfaction loyalty scores over four years by le
ading the implementation of a 4-year Service Excellence culture change initiativ
e. Best practices from this initiative remain hardwired into the organization t
oday.
* Increased associate engagement scores from 42% to 83% favorability by designin
g a Service Excellence Advisors (SEA) program that involved training 900 associa
tes how to conduct department-specific customer improvement projects, implementi
ng quarterly SEA meetings at each hospital, and designing an annual SEA developm
ent retreat.
* Reduced new associate on-boarding time by 2 days and reduced associate on-boar
ding costs in half by designing and implementing a centralized New Associate On-
Boarding program for an 18,000 associate health system and a centralized Leader
Orientation process.
* Transitioned 40 St. John Providence Human Resource professionals from a transa
ctional to consultative model by designing an HR Consultant development process
that involved quarterly training sessions, buddy assignments, and leader job sha
dowing.
* Built a required leader development curriculum architecture for 1,000 leaders
which included five curriculum tracks, an accountability system, individual lead
er transcript tracking, and an evaluation process to ensure knowledge and skill
transfer to the job.
* Led the web-based instructional design and development process for training ne
w clinical associates to use an electronic medical records application. The web
-based training design included a blended learning model of e-learning modules,
job aids and simulations.
Manager Organizational Effectiveness (2004 to 2005)
Responsible for leading the work of five Organizational Effectiveness Consultant
s. Each consultant was assigned to a hospital in SJPHS and had a matrix relatio
nship to the President of that hospital. Provided organizational development so
lutions at the department; division, hospital and health system levels.
Key Achievements:
* Designed a SJPHS, in-house, 360 Behavior Assessment Tool, annual associate Wor
k Environment Survey and Goal Setting Database which helped 800 leaders manage t
heir performance and perceptions.
* Changed the way leaders are evaluated and influenced an organizational culture
of coaching by creating a 4-year leadership coaching program that involved intr
oducing 10 Principles of Personal Leadership and a leader-to-leader coaching str
ucture to the organization.
* Achieved a 50% increase in leaders developing annual goals by creating an annu
al performance goal setting and tracking system.
Organizational Effectiveness Consultant (1999 to 2004)
Successfully executed culture change strategies by designing and aligning talent
management, performance management, education, communication and accountability
systems and solutions.
Key Achievements:
* Enhanced a performance evaluation process for 18,000 associates, including lea
ders and executives, by linking the evaluation process to outcomes and behaviors
, integrating a common set of associate and leader behaviors, and incorporating
future-year goal setting.
* Improved leadership effectiveness scores by 20 40% each year through the desi
gn and facilitation of two annual leadership retreats that incorporated interact
ive experiences to build leader hearts and skills toward specific cultural objec
tives.
DETROIT MEDICAL CENTER Detroit, Michigan 1997 to 1999
The largest Detroit based, non-profit, academic health system with more than 2,0
00 licensed beds and 3,000 affiliated physicians.
Performance Solutions Consultant
Responsible for developing leadership courses, facilitation, department-specific
needs assessment and custom interventions and project managing culture change i
nitiatives.
* Developed and facilitated leader development instructor-led courses on process
improvement, team building, conflict resolution, public speaking and performanc
e management.
* Provided department-specific process improvement and teambuilding consulting a
nd interventions.
* Led a health system-wide Diversity initiative that included designing associat
e awareness training, chartering a Diversity Council, and train-the-trainer roll
out.
* Instrumental in moving the department from a training and development resource
to a performance solution consulting model
TRIAD PERFORMANCE TECHNOLOGIES Farmington Hills, Michigan 1993 to 1997
A performance improvement consulting firm that provides custom human performance
 solutions to Fortune 500 organization.
Project Manager
Responsible for assessing, designing and developing custom performance improveme
nt and training solutions for a variety of industries, managing freelance staff,
project schedules and budgets, developing Requests for Proposal, and managing c
lient interactions.
* Developed custom training solutions in topics like: business planning, job-sp
ecific curriculum design, call center customer service training, sales, total qu
ality improvement tool.
MASCOTECH TRAINING AND VISUAL SERVICES Warren, Michigan 1989 to 1993
A custom visual arts and training solutions organization serving Fortune 500 org
anizations.
Project Manager
Responsible for designing and developing technical and non-technical performance
improvement and training solutions for Fortune 500 organizations.
* Managed and facilitated needs-analysis and job analysis processes.
* Provided client consultation, managed project budgets and schedules, and devel
oped employees.
WAYNE STATE UNIVERSITY Detroit, Michigan 1987 to 1989
Professor
* Taught persuasion, public speaking, and interpersonal communications to underg
raduates in the
School of Communication.
* Served as head coach for the WSU Forensic Team for competitive public speaking
and oral interpretation.
EDUCATION
BA Communications, Oakland University Rochester Hills - Michigan
MA Organizational Development, concentration in behavioral psychology, Wayne Sta
te University Detroit, Michigan
CERTIFICATIONS
* SJPHS Green Belt certification
* GE Change Acceleration Process & Work-Out Facilitation certification
* Harless Front-End Needs Assessment certification
AWARDS
* HealthCare Service Excellence Association Founders Award recipient, 2007
* HealthCare Service Excellence Association Pinnacle Award recipient, 2006