Jeannette Swist, CMC, SPHR

www.hr-arm.com

Specialities HR Strategy Employee & Customer surveys HR Benchmarking & Metrics Human Resource Assessments/Audits Corporate Culture & Change Management Training & Development (Inscape Publishing distributor)

Industries Manufacturing Wholesale/Distribution Communication Health Care Non-Profits Transportation

Management/Leadership Competencies

Assessed managerial competencies and skills as part of an organization-wide Assessment Center that included over 600 supervisory, mid-management, and top management leaders for a large wireless communication firm. Assignment involved behavioral observation, classification, ratings of participants across twelve competencies, and conducting participant feedback sessions for three role play simulations.

Employee attitude and Customer service

• Facilitated the introduction of Customer Service - Together We Will initiative to various departments throughout a health care organization.

• Worked with Med/Surgical, Transport, Call Center, Emergency Services, Emergency Medical & Trauma Services, and the Fitness Center.

• Facilitated discussion at the departmental level to focus on their issues and concerns.

• Collaborated with the Organizational Learning Consultant providing recommendations and next steps toward achieving interdepartmental customer service goals.

Employee Satisfaction

• Revamped the worldwide employee satisfaction process, (from initial objectives to data analysis, through interpretation and feedback) including written/CD-ROM guidelines, and finalized survey questions (mandatory and optional)for a worldwide,large privately held organisation providing integrated processing, packaging, and distribution for liquid foods manufacturing.

• Coordinated efforts and communications with a worldwide team comprised of representatives from South Africa, Switzerland, Italy, Ireland, and the United States. Successfully piloted the revised process in Ireland. The revamped employee satisfaction process was distributed via CD-ROM at an annual management meeting. The organsation has a global headquarters in Switzerland and presence in over 165 countries, with over 18,000 employees.

Benchmarking & Metrics

• Performed competitive benchmarking/metrics studies for a large cellular communications firm.

• One study involved learning what methods of delivery, resources and staff are being used in the industry by other cellular companies and retail industries in technical Point of Sale training for subsequent system upgrades and in training new retail sales associates in remote locations.

• Designed benchmarking/metric questions and contacted competitive firms by phone in relation to collecting benchmarking data and metrics on training delivery, activity, costs, use of external trainers, and employee retention. Received an 80% response rate.

Education

Master of Science in Management and Organizational Behavior, George Williams College.

Adjunct professor, College of Management and Business, National-Louis University (Formerly National College of Education) Private, independent institution offering undergraduate and graduate professional programs to approximately 16,000+ students at multi campus sites. Campuses and academic centers are located at five Chicago-area campuses, and academic centers in five other states, and internationally in Germany and Poland.

Authorized distributor of Inscape Publishing resources, including DiSC, Indra, DiSC PPSS, Team Dimensions, Work Expectation, Time Mastery, Personal Listening, and Discovering Diversity.

Prior Experience

Regional Consulting Manager,client focus in Human Resources with the seventh largest national public accounting, tax, and consulting firm with 70 offices in the United States, specializing in helping midlevel companies succeed.

Manager, Consulting Division for The Management Association of Illinois, (Formerly Midwest Industrial Management Association) MAI provides management and human resource services to clients in manufacturing and service organizations. Performed consulting functions to diagnose, design, develop, market and deliver/implement services related to client needs toward individual, team and organizational improvement through: employee opinion surveys, human resource assessment and management services, training and development, workplace health hazard evaluations, and quality/productivity management.

Human Resource Generalist with a nationwide, full-service real estate firm headquartered in Chicago.

Certifications

• CMC (Certified Management Consultant)
• SPHR (Senior Professional in Human Resources)

Publications

Benefits Communications: Measuring Impact and Value. Employee Benefit Plan Review, 57(2), 24.26, 2002.

Take a Peek, extensively quoted on the subject of Best Practices and Internal Benchmarking in the June 2002 issue of HRMagazine.

Help Wanted: Talent Scouts, Strategies for Retaining Staff. Forum, 85(6), 22-23, 2002.

Measuring HR Value Through Benchmarking. In M. J. Fleming & J.B. Wilson (Eds.)

Effective human resource measurement techniques: A handbook for practitioners. Alexandria, VA. Society for Human Resource Management, 2001.

Increasing the Benefits of the SHRM Consultants Forum-Locally. The Advisor, Fourth Quarter, 1998, Vol. 3, Issue 4, 1998.

Consulting Windowpains: Addressing the Challenges of Executing Change. Management Practices White Paper published by the Society for Human Resource Management. http:///www.shrm.org (1997 - Rev. 2002)

Benchmarking in Human Resources. Management Practices White Paper published by the Society for Human Resource Management. http://www.shrm.org (1997 - Rev. 2002)

Conducting a Training Needs Analysis. In M.G. Singer, & M. J. Fleming (Eds.) Effective human resource measurement techniques (2nd edition): A handbook for practitioners. Alexandria, VA. Society for Human Resource Management. 1997. Posted on-line at: www.amxi.com

Managing Hidden Aspects of Change. Transportation & Distribution Magazine, November 1994.

The Challenges of Execution in the Change Process. White Paper for the Council of Logistics Management - Annual Conference Proceedings, 1994.

Presentations

"Culture Change: Bridging the Gap Between Your Desired and Current Corporate Culture," Linkage Inc., Change Conference & Expo, San Francisco, CA.

"Identifying and Learning from Best Practices," Invited to present at the Arabian Society for Human Resource Management- Annual Conference & Exhibition: Human Resources Middle East, Bahrain.

"Learning to Listen...Listening to Learn," and "Situational Listening: Am I Using the Most Appropriate Listening Approach?" Annual Conference of the National Foundation for Consumer Credit, Miami, Florida.

"Effective Human Resource Measurement Techniques," Society for Human Resource Management, 50th Annual Conference & Exposition, Minneapolis, MN.

"Human Resource Roundtables," Automotive Service Industry Association, Automotive Parts & Accessories Association, and Specialty Equipment Market Association Annual Conference, Oak Brook, IL.

"The Changing Face of HR Management Consulting," Panelist, Institute of Management Consultants, Reno, Nevada.

"Current and Changing Roles of Human Resource Management Consultants," Human Resource Forum Panel Discussion, Institute of Management Consultants, Lincolnshire, IL.

"Conducting an Employee Attitude Survey," Lincoln Human Resource Management Association, Society of Human Resource Management, Lincoln, Nebraska.

"Conflict Intervention - The Process," Medical Group Management Association, San Francisco, CA.

"Employees' Turn of the Century Attitudes - Find Out What They are," Kentucky State Conference, Society of Human Resource Management, Lexington, KY.

Employment Testing: A Key to Hiring and Retaining Employees," National Human Resource Association, Chicago, IL.

"Tools & Strategies for Managing Conflict," Society of Design Administration, Chicago, IL.

"The Challenges of Execution in the Change Process," Concurrent Session in Managing Change, Annual Conference, Council of Logistics Management, Cincinnati, Ohio.

"Mentoring Relationships" and "Managing Rightsizing" Concurrent Session for Small Group Discussion, Annual Conference, Council of Logistics Management, Cincinnati, Ohio.

"Determination of Employee Attitudes on Organizational Changes," Greater O'Hare Association, Bensenville, IL.

"Consulting Tools for Conflict Intervention," The Choice for Staffing, Chicago, IL.

"How to Conduct an Employee Attitude Survey," Society of Human Resource Chapters, including the Joliet Area Personnel Association, Greater Elkhart Personnel Association, Champaign-Urbana Personnel Association and the DuPage Society for Human Resource Management.

Volunteer leadership

Society of Human Resource Management, (SHRM), National Research Committee Retained on the committee for several years, leadership roles included: Vice Chair, member of the Recruitment & Selection sub-committee, Chair, Marketing sub-committee, Chair: SHRM Book Award, Committee Secretary, Chair: CCH, Inc./SHRM Research Project, and member of the Innovative Practices Award sub-committee.

Some of our Clients

• Tetra Pak
• U S Cellular
• Edward Health Services
• Clipper Group
• Intrupa Manufacturing
• United Airlines
• FamilyCare of Illinois
• Village of Lisle
• Flordia East Coast Railway

Quotes from clients

"Professionalism, people judgment, dependability - follow-through, efficient and accurate." (HR Director)

"Hard working, good researcher, good background for project. She completed a very successful stage in what turned out to be a long-term project for us and we continue to build on the work she has done." (Executive V.P., HR,)