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Resumes

Dennis G. Percher

Expertise:

Best practices benchmarking

Organizational analysis

Business process improvement

Quality management

Knowledge management

Training development and delivery

Change management

Experience:

Dennis Percher has over 20 years of developing and delivering management training and methods related to organizational analysis, process improvement and quality, including 12 years of consulting and facilitating teams. Since 1990 he has focused on best practices benchmarking and business process improvement. He established the benchmarking training programs at both AT&T and Citibank and trained benchmarking teams involved in multiple industries and processes. As a facilitator, he has worked on benchmarking projects ranging from customer call centers and production-line scheduling to system availability and corporate compliance structure. He has a proven track record improving organizational capabilities and gaining bottom-line results in diverse industries. An accomplished speaker, Dennis has presented to audiences on benchmarking and process improvement throughout the U.S. and abroad.

Dennis' experience is a result of 17 years with AT&T, 5 years with Citigroup, and as an independent consultant for the past year.

Professional Affiliations:

Association of Internal Management Consultants, Board Member

American Productivity and Quality Council

American Society for Qualify

Education:

B.A. -- Cognitive and Social Psychology, Brown University, Providence, RI

M.S. -- Applied Psychology (Industrial/Organizational), Stevens Institute of Technology, Hoboken, NJ

Related Training or Certifications: ASQ Certified Quality Manager; business process re-engineering, statistical process control, voice of the customer, process analysis, QFD, consulting and facilitation skills, targeted innovation, NTL Human Interaction Labs

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