Stevens Experience in FACILITATION -Training 20150217

Craig A. Stevens CraigAStevens@WestbrookStevens.com
LIST OF CORPORATE/PROFESSIONAL TRAINING AND EDUCATION/CLASSES TAUGHT,
AWARDS AND BOARD OFFICES HELD
1. HCA PHYSICIAN SERVICES - Developed the following classes - Taught Lean Six
Sigma and Project Management Classes to hundreds of Managers and Practice
Managers (and Above) and their staff:
1. Basics of Project Management
2. Project Management for the PMP
3. Basics of Business Analysis
4. Business Analysis for the CBAP
5. Process Improvement (and Lean Six Sigma) Introduction
6. The Seven Attributes of Excellent Management Training for Leaders
(White Belt)
i. Building Excellent Leaders (Situational Leadership and
Empowerment)
ii. Building an Excellent Culture
iii. Building a Culture of Service (Excellent Customer Focus)
iv. Excellent Teambuilding Building
v. Excellence in Problem Solving (Building Core Competencies and
Skills)
vi. Excellent Change Management and Continuous Improvement of
Processes and Systems
vii. Excellent Problem Solving
7. Tools for Practitioners of Lean Healthcare (Yellow Belt Training)
i. Yellow Belt Training for the Accounting Department (Full Yellow
Belt Training Designed for Service Departments)
ii. Optimizing the Practice Management Big Rocks
1. Optimizing Phones Service
2. Minimizing No Show Rates
3. Optimizing Doctors/Patient Schedules
4. Optimizing Patient Throughput
5. Optimizing Room Utilization
iii. Optimizing Employee Engagement in Process Improvement (Using
Idea Boards)
iv. Mastering Lean Waste Minimization using the 5S Tool
v. Improving Process using Flow Charts
vi. Minimizing Wasted Movement Using Spaghetti Diagrams
vii. The A3 Process Improvement Tool
viii. Mastering Root Cause Analysis
8. Started the Green Belt Training Tools (Statistics and Systems Thinking
tools)

9. Building Excellent Patient Experiences for the Front Line Staff (Yellow Belt
– Customer Service Training)
i. Using the AIDET Tool and Excellence in Attitude
ii. Managing First Impressions
1. Science of First Impressions
2. Environment
3. Personal Grooming
4. Body Language
5. Facial Expressions
6. Eye Contact
iii. Managing Communication
1. Active Listening
2. Tone of Voice
3. Dialogue and Building Rapport
4. Phone Communication
iv. Conflict Management
v. Asking for Money
vi. Internal Customer Service
2. AMERICAN MANAGEMENT ASSOCIATION INTERNATIONAL (AMAI) and
PADGETT THOMPSON Kansas City and New York City Offices, September 1998 to
2009. Faculty/Speaker, Provided training/consulting support to companies and
organizations.
1. Business Systems Development
2. Taught Every Project Management Workshop they
had at the time:
 Basic Project Management (PM),
 Advanced PM,
 Information Systems PM,
 Software Development PM,
 PMP,
3. Team Building,
4. Communications and Interpersonal Skills for Technical
Professionals,
5. Adult Training and Train the Trainer,
6. Customer Service and
7. Reading Blueprints.
Vanderbilt University, College Of Electrical Engineering And Computer Science,
Management Of Technology Program, Nashville, Tennessee: September 1998 to
2001 Adjunct Instructor, Taught both undergraduate and graduate classes.

 MT 231 – Principles and Management of Technological Innovation,
(Undergraduate),
 MT 321 – Technical Project Management, (Graduate Level),
 MT 372-7 – Management of Change,(Graduate Level),
 MT 245 – Management of Technological & Organizational Change
(Under/Graduate),
 MT 280 – Manufacturing Management (Graduate Level),
 MT 391 – Special Topics (Graduate), and
 MT 285 – Introduction to Manufacturing (Under/Graduate).
Belmont University, Professional Development Program, Nashville, Tennessee: Adjunct
Instructor, Teaching professional development type courses centered around business
modules based on personal research related to excellent management and organizational
and technological change (with the following components).
 Taught Undergraduate Classes in Project Management for the Information
Management Program of the Business School
 The Seven Attributes of Excellent Management
, http://www.westbrookstevens.com/step_1.htm,
 Strategic Management and Harnessing the Storms of Chaos -
http://www.westbrookstevens.com/Step%202.htm ,
o Developed the Strategic Management training for key senior people at
PIC/SYGEN trained them in the five Linked Management Models.
 Understanding the Drivers of Organizational Change -
http://www.westbrookstevens.com/step_3.htm,
 Systems Thinking for Organizational and Business Optimization of Resources -
http://www.westbrookstevens.com/step_4.htm ,
o Developed Systems Thinking workshops for the U.S. Army Corp of
Engineers and others.
 Three Phases of Change - http://www.westbrookstevens.com/step_5.htm, and
 Optimizing Organizational and Business Effectiveness.
Trevecca Nazarene University, Management and Human Relations Department, Nashville,
Tennessee: Adjunct Instructor,
 MHR/3040 – Statistics
 MHR/4430 – Management Principles, and
 MHR/4310 – Systems Management Classes.

University of Phoenix Nashville Campus and Online, Nashville, Tennessee: teaching in
classroom and on line courses for the Business and Technology schools.
 MBA/510 – Managerial Decision Making
 MBA 590 – Strategic Implementation and Alignment
 MGT/437 – Project Management
 MGT/554 – Operations Management
 MGT/573 – Project Management in the Business Environment
 MGT/578 – Strategy Formulation and Implementation
 MGT/591 – Implementation of Strategy
 QNT/530 – Statistics and Research Methods for Managerial Decisions
 QNT/531 – Advanced Problems in Statistics and Research Methods
 QNT/554 – Statistics and Research Methods for Managerial Decisions
 Certified to Teach Many Others
Nashville State Technological Institute, Community College, Continuing Education
Program, Nashville, Tennessee: Adjunct Instructor, taught (1998-1999)
 One Day Project Management Training
 Customer Service Series –
o Serving the Public,
o Serving the Internal Customer/Client and Team Building, and
o Manager’s Guide to Using Customer Service as a Competitive Strategy
Pellissippi State Technical Community College, Knoxville,
 Filled in for -- Business Presentation and Communication Skills. Steven Gambrell
 Designed Managing Conflict/Change: Investigating the Cultural, Organizational, and
Technological Changes in Business and Industry. Steven Gambrell and Craig A.
Stevens
The University of Tennessee, Industrial Engineering (IE) Department, Knoxville,
Tennessee. September 1983 to August 1985. Teaching/Graduate Assistant. Substituted
for five professors: taught classes, prepared and administered tests and assignments in
the classes of
 Engineering Economy,
 Human Factors Engineering,
 Critical Path Method, and Project Evaluation and Review Technique (CPM & PERT)
-- Project Management,
 Time and Motion Studies,

 Industrial Engineering Seminars, and
 Industrial Studies for Business majors.
 Also was part of the original team that set-up and organized the video
communications system for the I.E. Department’s distance learning program.
CORPORATE WORKSHOPS EXPERIENCES
Taught Corporate Workshops for many organizations (HCAPS, Nissan, AMA, SAIC, US
Army, US DOE, NASA, U.S. Navy, CNA, and a large number of other companies etc.) on
Kaizen, SQC, Lean Manufacturing, Six Sigma, Soft Skills, Capacity Building for Non-profits,
Best Business Practices, Strategic Management, Change Management, Innovations,
Ethics, Project/Program Management (basic, senior, IT, software, etc.), Safety, IT, Seven
Attributes of Excellent Management, Customer Service, other technical subjects, TQM,
and Value Engineering.
WESTBROOK STEVENS, LLC – My company - Consultant, Developer, Teacher/Facilitator,
Author and Speaker on Change and The Linked Management
Models. http://www.westbrookstevens.com/linked_models.htm
1. Phase 1, The Seven Attributes of Excellent Management (How can we build an
effective foundation for our
organization?) http://www.westbrookstevens.com/step_1.htm
1. Growing Leaders and Empowering People,
2. Building a Winning Culture,
3. Improving Customer Relationships,
o Class 1: Serving the Public,
o Class 2: TeamBuilding, Serving Internal Customers, and
o Class 3: Manager’s Guide to Customers Service and TeamBuilding.
4. Building People and Teams,
5. Developing Skills, Core Competencies and Problem Solving,
6. Measuring Performance, and
7. Improving Continuously and Mastering Change.

 Phase 2, Navigating Through The Storms of Chaos (What can we expect and how
should we react to the forecast?)
http://www.westbrookstevens.com/Step%202.htm
1. Forecasting the Waves of Changing Trends,
2. Preparing for the Lightning of The Unexpected Events,
3. Competing Against the Storming Enemy Forces,
4. Optimizing the Buoyancy of the Supporting Allies, and
5. Leading Your Organizational Ship.
3. Phase 3, Understanding The Drivers of Change (What drives secondary changes
within our organization?) http://www.westbrookstevens.com/step_3.htm
1. Understanding the External Environment,
2. Understanding People Issues,
3. Developing Effective Organizational Structures,
4. Creating a Competitive Internal Environment and Culture, and
5. Building Effective Systems.
4. Phase 4, Using Systems Thinking (Where should we focus our efforts to get the
biggest bang for the buck?) http://www.westbrookstevens.com/step_4.htm
1. Understand the Interrelationships Within Your Organization,
2. Minimize Cost and Maximize Effect,
3. Developing the Plan,
5. Phase 5, The Three Phases of Change in Implementing Your Plan (How can we make
our plan more successful during implementation?)
http://www.westbrookstevens.com/step_5.htm
1. Before the Change Happens (Ensuring Success),
2. During the Change (Minimizing the Negatives), and
3. After the Change (Maximizing Success).
NISSAN, Soft Skills for Managers and Lead Technicians,
 Communication,
 Interpersonal Skills,
 Performance Management, and
 Building Trust and Credibility.

U.S. Department of Army (Civilian Personnel Operations Center, South Central Region)
Redstone Arsenal, Instructor, had a contract to teach 10 courses including the Seven
Attributes of Excellent Management.
NASA, National Aeronautics and Space Administration, Customer And Employee Relations
Directorate At Marshal Space Flight Center, Huntsville, Alabama, January 2000 to 2001,
Organizational Development Facilitator and Speaker, yearlong contract to provide
 Problem Solving Facilitation,
 Organizational Development,
 Process Improvement,
 Training, and
 Employee Orientation and Motivational Speeches.
BOARDS:
 USAF Auxiliary Civil Air Patrol Officer (Professional Development, Emergency
Services Air Crew, Emergency Services Ground Crew, Communications)
 Ultimate Earth, Inc. Board of Directors.
 Veterans Restoration Ministry (Member of the Technical Advisory Board)
 Life of Victory International Ministries - Faith-Based Technical Assistance Center
(Chair Faith based Technical Assistance Center/Program and Member of Board of
Advisors)
 Ag-Knowledge Board of Advisors
 Have Been On Board for PMI, IIBA, IIE (as an Officer in Local Chapters)
PROFESSIONAL ACTIVITIES:
Project Management Institute (PMI), 2006-8
1. Current VP of Communities of Practice (Past Director of the Special Interest Groups
(SIG))
 PMO CoP
 Agile CoP
 Healthcare CoP
 IT/BI Cop
 Change management CoP
 Leadership CoP

 Project/Program Management Office/Organization (PMO) Local Interest
Group, 2008 (LIG)
 Health Care LIG
 IT/IS LIG
 Manufacturing LIG (Starting)
 Project Management Professional (PMP) Certification, 2007
International Institute of Business Analysis (IIBA), 2007
 Vice President of Education, 2008.
Toastmasters,
1. HCA Toastmaster
2. Brentwood Earlier Risers Toastmasters, 2006 –
3. Competent Communicator Silver Certification
4. Energy Capital Toastmasters, 1983
Institute of Industrial Engineers (IIE):
 1989-95 WATTec Technical Program Representative,
 1992-93 Director and Past President,
 1991-92 President,
 1990-91 Executive Vice President/President-Elect,
 1989-90 Vice President for Programs,
 1989-90 assistant to the Newsletter editor,
 Engineer of the Year, for the East Tennessee, Chapter 11. 1990
 Nominated as outstanding Young Industrial Engineer of the Year at the National level
(1992),
WATTec Sponsors Committee:
 1992-93 Chairman of the Nominations Committee,
 1991-92 Member of the President's Session Committee,
 1990-91 Chairman of Scholarships Committee;
 Organized the sessions:
1. Two back-to-back sessions on "Managing Work Force 2000 '94, -- Part 1,
Forecasting Work Force 2000, and Part 2, Managing Work Force 2000,"
2. Ethics in Industry '93,
3. Intrapreneurship-Internal Creativity and Innovations' 93,
4. Pollution Prevention/Waste Minimization '93,
5. Roadmapping an Innovative Project Management Tool '92,

6. Managing Organizational Change '92,
7. Performance Based Training for the Future '91,
8. Using Total Quality Management (TQM) to Meet the Challenges of
the 90s '91,
9. Managing the Productivity Dimension I '90,
10. Managing the Productivity Dimension II '90, and
11. Managing Change with Configurations Management '90.
Past Member of:
1. The Educational Society for Resource Management (APICS)
2. American Society of Engineering Management
3. Society of American Value Engineering (SAVE)
4. Engineers For Education
5. Association of MBA Executives,
6. American Society of Safety Engineers,
7. Robotics International,
8. Society of Manufacturing Engineers
9. Environmental Sciences Judge for the 43rd International Science and Engineering
Fair held in Nashville on May 13, 1992.

Stevens Experience in FACILITATION -Training 20150217

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Stevens Experience in FACILITATION -Training 20150217