applying hs into a l6s program 1
TRANSCRIPT
-
8/8/2019 Applying HS Into a L6S Program 1
1/41
01/10/11 05:51 PM 6889-20_HS 1
Applying the Concept ofHuman Sigma a Lean/Six SigmaProgramRob Bryant
Human Sigma, Gallup Press, 2007, written by John H. Fleming, Ph.D., and Jim Asplund
-
8/8/2019 Applying HS Into a L6S Program 1
2/41
01/10/11 05:51 PM 6889-20_HS 2
My Own Walk Through Change
The fall that took it all
My three thoughts on the way down
This is really going to hurt
Did I kiss my family goodbye?
I will survive
Paralysis
Surgeries
Hard times do not dictate the outcome you do.
-
8/8/2019 Applying HS Into a L6S Program 1
3/41
-
8/8/2019 Applying HS Into a L6S Program 1
4/41
-
8/8/2019 Applying HS Into a L6S Program 1
5/41
01/10/11 05:51 PM 6889-20_HS 5
Human Sigma: Data Proven (Contd)
The meta-analysis confirmed previous findings showing that engaged workgroups(vs. disengaged) are:
51%
27%
62%
31%
51%
12%
12%
18%
Less likely to be a source of inventory or service shrinkage
Less prone to absenteeism
Less likely to be involved in a work-related accident
Less likely to leave the organization high turnover companies
Less likely to leave the organization low turnover companies
Better at engaging clients
More profitable
More productive
-
8/8/2019 Applying HS Into a L6S Program 1
6/41
01/10/11 05:51 PM 6889-20_HS 6
HS Linked to ImprovedFinancial Performance
The 10 companies surveyed in the cross-validation:
All applied best-practice principles for managing theemployee-customer encounter
Together, outperformed their five largest peers during2003 by 26% in gross margins and by 85% in salesgrowth
The findings demonstrated that:
It is possible to arrive at a single measure ofeffectiveness for the employee-customer encounter
This measure has a high correlation with financialperformance
-
8/8/2019 Applying HS Into a L6S Program 1
7/41
-
8/8/2019 Applying HS Into a L6S Program 1
8/41
01/10/11 05:51 PM 6889-20_HS 8
Emotionally Satisfied CustomersAre Committed to Buy More
Even more striking is the relationship between emotional attachment andself-reported share of spending
This suggests an underlying neurological mechanism that links emotionalattachment to subsequent buying behavior
Clearly, a Six Sigma approach to measuring/managing the quality of the
employee-customer interaction needs to take customers emotions into account Building on work of psychologist Ben Schneider and management professor
David Bowen, HS has developed a measure of customer engagement
Overall satisfaction
Likelihood to repurchase
Likelihood to recommend
Confidence (Transition)
Integrity (Re-win)
Pride (Brand)
Passion (Emotional Engagement)
Traditional Metrics of Customer LoyaltyAssessment of Customers Emotional
Commitment
Human Sigma Measure of Customer Engagement
-
8/8/2019 Applying HS Into a L6S Program 1
9/4101/10/11 05:51 PM 6889-20_HS 9
HS Improves the Service IndustryEmployee-Customer Encounter
Widespread use of Six Sigma has resulted invastly improved product quality
Inspired by these improvements, businesseshave applied Six Sigma principles in sales andservice settings
Six Sigma helps overcome the 18 month rule
Improvements tend to flat-line after 18 months
This is due to focusing on the issue but changehas not occured
In early attempts, researchers and managersalike assumed customers in those settingswould be as focused on conformance torequirements as wereengineers on the factory floor
However, in service-related industries,humans are the product: HS takes thisinto account
-
8/8/2019 Applying HS Into a L6S Program 1
10/4101/10/11 05:51 PM 6889-20_HS 10
HS Improves the Service IndustryEmployee-Customer Encounter Contd)
The employee-customer studies
Identified ways to measure the effectiveness ofthe encounter
Explored how those metrics could best be used
Assessed the benefits that could result from their
application If customers were rational creatures whojudged their interactions with companyrepresentatives using rigorous, analyticalstandards then the companys flawlessperformance alone would result in satisfied,
profit-creating, lifelong customers
-
8/8/2019 Applying HS Into a L6S Program 1
11/4101/10/11 05:51 PM 6889-20_HS 11
Emotions Play a Large Rolein Services
20 years of research in two very different
fields neuroscience and behavioraleconomics has established the role ofemotions in decision making
Human decisions are based on acomplicated mixture of emotion andreason
People may think that their behavior ispurely rational, but it rarely is
Emotions powerfully inform behaviorof both customer and employee
Recent work suggests that emotionsmay play even a larger role than
analysis has shown.
-
8/8/2019 Applying HS Into a L6S Program 1
12/4101/10/11 05:51 PM 6889-20_HS 12
Four Dimensions of EmotionalAttachment
2000 The Gallup Organization. All rights reserved
Cant imagine a world without
Perfect company for people like me
Always treats with respect
Feel proud to be a customer
Fair resolution of any problems
Always treats fairly
Always delivers on promise
Name I can always trust
Passion
Pride
Integrity
Confidence
Each higher level leads to increased emotionalengagement resulting in increased financialperformance
-
8/8/2019 Applying HS Into a L6S Program 1
13/4101/10/11 05:51 PM 6889-20_HS 13
The HS of Clients
For all kinds of companies, fully engagedcustomers deliver a 23% premium over theaverage customer
Share of wallet
Profitability
Revenue Relationship growth
Actively disengaged customers represent a 13%discount (decrease) on the same measures
Within a given company, business units
whose levels of customer engagement are inthe top 25% tend to outperform all other unitsby a factor of 2:1 on measures of:
Profit contribution
Sales
Growth
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100% Fully Engaged
Actively Disengaged
Measure of Customer Engagement
-
8/8/2019 Applying HS Into a L6S Program 1
14/4101/10/11 05:51 PM 6889-20_HS 14
HS Customer Survey Questions
Customers rate their CSC experience on a scale of 1 to 5
Revised Customer Survey QuestionsHow satisfied are you with CSC overall including the employees you work with?
Are you likely to continue to select CSC, based on your experience with the employees you work
with?
Are you likely to recommend CSC based on your experience with the employees you work with?
Is CSC a company you can trust, based on your experience with the employees you work with?Do CSC employees that you work with, always deliver what they promise?
Do CSC employees that you work with, always treat you fairly?
Do CSC employees that you work with, reach fair and satisfactory solutions when problems arise?
Are you proud to be a CSC customer?
Do CSC employees you work with, always treat you with respect?
Is CSC a perfect company for you, based on the employees you work with?
Have CSC employees performed such that you cant imagine your job without CSC supporting
you?
Questio
nsarec
opyrigh
tedby
Gallup.
Cann
otbeu
sedu
nless
using
Gall
upor
rewordi
ng
significa
ntly.
-
8/8/2019 Applying HS Into a L6S Program 1
15/4101/10/11 05:51 PM 6889-20_HS 15
Building Confidence
What can you do:
Deliver what you promise: In the Proposal
During Meetings
When asked questions
During informal discussions
Satisfy the customers requirements, plus some
Give them value for their investment in CSC
Conduct the Customer Survey bi-yearly and employee survey yearly.
You only hear one complaint out of ten, so one unhappy customer represents
at least ten. Treat each seriously. As a company grows, it must clone successful services.
Evaluate the financial, operational and HS performance of the org.
Give the customer what they want.
Gather The Voice of the Customer so you know what they really want.
-
8/8/2019 Applying HS Into a L6S Program 1
16/4101/10/11 05:51 PM 6889-20_HS 16
What can you do:
Play by the Rules Respond to Service Failures quickly:
Acknowledge the problem
Admit when youre wrong
Apologize for any negative effects it hason them
Be honest, polite, respectful andreasonable
Take ownership
Fix the Problem on the spot if you can
Escalate if necessary
Follow-up to ensure they agree its fixed
Leave the customer Better Off after theproblem
Do whats right especially when its hard!
Building Integrity
-
8/8/2019 Applying HS Into a L6S Program 1
17/4101/10/11 05:51 PM 6889-20_HS 17
Treat each account as if they are our #1
customer Put the A-Team on every account by
selecting the right CSC employees fortheir account
Customers, like all of us, want to beassociated with winners, put the winningteam on the account
Make the customers who chose you, gladthey did through flawless delivery ofservice
Building Pride What you can do:
Reduce variation in serviceIf your overall sat in 90%, but your range is 90%, one of yourcustomers is extremely unhappy. What if this is your largest client,the 90% average is almost meaningless.
Treat every customer with respectMake the customer more successfulthan they were before they chose
you
-
8/8/2019 Applying HS Into a L6S Program 1
18/4101/10/11 05:51 PM 6889-20_HS 18
Building Passion
What can you do:
Set the standard for others to followPartner with the client so theres no us
and them it becomes we
Treat them special and be on your bestbehavior, just like on your first date
with someone you really like and wantto impress
Spice up your customer relationship bydoing special things, just like you do ina good marriage
Listen when your customer speaks
We want engaged clients not justsatisfied ones.
-
8/8/2019 Applying HS Into a L6S Program 1
19/4101/10/11 05:51 PM 6889-20_HS 19
Engaged Customers Come fromEngaged Employees
Every employee-customer interaction representsan opportunity to build customer emotionalconnection or to diminish it
These interactions represent a large, and largelyuntapped, resource
In the United States, just 29% of employees are
energized and committed at work (Gallup poll) 54% are effectively neutral they show up and do
what is expected, but little more
The remaining 20% of employees are disengaged
Work groups that are positively engaged show
Higher levels of productivity and profitability,
Better safety and attendance records
Higher levels of retention
Greater effectiveness at engaging customers
Disengaged
20%
Energized
29%
Neutral
54%
-
8/8/2019 Applying HS Into a L6S Program 1
20/4101/10/11 05:51 PM 6889-20_HS 20
Four Dimensions of EmployeeEngagement
19931998 The Gallup Organization. All rights reserved
Opportunities to learn and grow
Talked to about programs
How Can
We Grow?
Opinions count
Mission and purpose translates to my job
Coworkers committed to quality
Best friend at work
Do I Belong?
Encourages development
Supervisor cares
Recognition
Opportunity to do what I do best
What Do I Give?
Have materials and equipment
Expectations clearWhat Do I Get?
-
8/8/2019 Applying HS Into a L6S Program 1
21/4101/10/11 05:51 PM 6889-20_HS 21
Dual Employee-CustomerEngagement Means Higher Profits
Disengaged employees have a profoundimpact on companies
They cost companies $300B/year in lostproductivity in the United States alone
They also destroy customer relationships withremarkable ease, day in and day out
Performance metrics that acknowledgeimportance of emotional engagement forboth customers and employees providestronger links to desired financial andoperational outcomes
For sales and service organizations, unmanagedvariability in the quality of the customerexperience represents a significant threat toenterprise sustainability
This is because customers notice variation intheir experiences, not their average experience
-
8/8/2019 Applying HS Into a L6S Program 1
22/4101/10/11 05:51 PM 6889-20_HS 22
Improved Attitudes Lead to HigherFinancial Performance
A local focus is powerful in reducing variability because of its simplicity and flexibility
Each unit can identify and correct its ownproblems
Conventional analyses of employee attitudes,customer requirements, and financial
performance have emphasized the linearity of therelationships among them
Employee attitudes affect customerattitudes, and customer attitudes affectfinancial performance
Our HS metric combines employee andcustomer engagement into a single measurethat provides a more comprehensive way ofcapturing and understanding this dynamicsystem
-
8/8/2019 Applying HS Into a L6S Program 1
23/4101/10/11 05:51 PM 6889-20_HS 23
Engaged Employees Create LastingClient Connections
Engaged, committed employees generategreater output at a higher quality level thanuncommitted workers
They also stay longer with the firm, reducingtraining and replacement expenses
These efficiencies translate directly intoenhanced profitability
Engaged employees also generate indirectcustomer outcomes
Productive and committed employees generatestronger customer connections
This in turn leads to higher levels of customerretention, profitability, and growth
To reduce variability in customer experience,businesses must focus on reducing variability inlocal people processes (the who and howof implementation)
-
8/8/2019 Applying HS Into a L6S Program 1
24/4101/10/11 05:51 PM 6889-20_HS 24
HS Employee Survey Questions
Employees rate their work satisfaction at CSC on a scale of 1 to 5
Revised Employee Survey QuestionsI know what is expected of me and have well-defined goals (KRA's in my performance review.)
I have the right tools and resources (time, information, materials, access to people) to produce
quality work.
I am in the right job at CSC doing what I do best.
I receive some form of recognition or a verbal thank you for doing good work on a weekly basis.
My supervisor seems to care about me as a person.
My continued growth and development is encouraged and supported by my supervisor.
I work in an environment where individuals are free to readily communicate their own
opinions/ideas.
The mission of my division makes me feel my work is important.
My team strives to deliver products and services of superior quality.
I have fellow employee at work that make my job more enjoyable.
My supervisor has talked to me about my career progression in the last six months.
I have had opportunities at CSC to learn and grow this past year.
Questio
nsarec
opyrigh
tedby
Gallup.
Cann
otbeu
sedu
nless
using
Gall
upor
reword
ing
significa
ntly.
-
8/8/2019 Applying HS Into a L6S Program 1
25/4101/10/11 05:51 PM 6889-20_HS 25
Engaging Employees Level 1
What can you do:
Get rid of the use them up and throw them awaymentality. Employees will never feel secure ortrust in the company.
Be honest in your dealings with employees
Ensure they know what you expect of them
Put them in the right roles this builds theirconfidence and self-esteem through doing whatthey do best
Give employees the tools to do the job
If they arent in your budget, add them nextyear
Feelings have a great impact on the delivery ofservices. Feelings ARE facts to people. Thosefeelings change our perceptions and moreimportantly, our actions. Make sure your surveysand environments allow employees to express howthey really feel.
-
8/8/2019 Applying HS Into a L6S Program 1
26/4101/10/11 05:51 PM 6889-20_HS 26
Engaging Employees Level 2
What can you do:
Employees should know the vision, goals andperformance of their account, division and company
Let employees accomplish their jobs their way withinparameters. Manage outcomes, not behaviors.
Praise successful services and clone them
In services, employees are the product. Treat thembetter than a manufacturer treats their finestmachines
Give employees honest feedback on theiraccomplishments
Hold employees to a high level, not impossible
Listen to them and let them make things better
Pay them fairly
Employees should reap some of the profits theywork to achieve
-
8/8/2019 Applying HS Into a L6S Program 1
27/4101/10/11 05:51 PM 6889-20_HS 27
Engaging Employees Level 3
What can you do:
Recognize outstanding Client Engagementsuccesses by recognizing the employee throughcommunications, dinners, cash awards, plaques,etc)
The company must appeal to their brains andhearts
Sr. management should strive for excellencethemselves, the employees will follow
Avoid the, Do as I say, not as I do syndrome
Ensure employees know their contribution is
important to the overall missionEnsure quality is everyones job
Ensure quality is reported to all employees
Reward and recognize employees for high levels
of quality
E i E l L l 4 Wh t
-
8/8/2019 Applying HS Into a L6S Program 1
28/41
01/10/11 05:51 PM 6889-20_HS 28
Build their self-esteem with positive feedback
A recent Gallup study concluded if employees are
happy in their work and their talents are matched to thejob led to a 20% increase in sales
Promote fairly linked to performance
Help employees grow, reach their goals and assist themwith education
Sr. Management should partner with employees so theirsno us and them it becomes we
Foster Mentor Programs
Level 4-6 units train level units 1-3
Level 5-6 Retreat to ascertain what they are doing, thenreplicate
Build relationships through off-site family-get-togethers justfor fun
Treat employees like part of a large family
Treat them special and be on your best behavior, just likeon your first date with someone you really like and want toimpress
We want engaged employees not just satisfied ones.
Engaging Employees Level 4 WhatYou Can Do:
S tt Pl t f O ti i ti t
-
8/8/2019 Applying HS Into a L6S Program 1
29/41
01/10/11 05:51 PM 6889-20_HS 29
Scatter Plot of Optimization toClient Employee Surveys
Customer and employeeengagement interact to promotean enhanced level of financialvigor throughout the organization.This relationship is depictedgraphically by plotting individual
stores scores on these metricsalong two axes representing localemployee and customerengagement scores, with eachdot representing an individualstore in the chain. By looking atthe scatter of the points, itseasy to see the considerable
variation in performance onemployee and customerengagement at the local level.
Scatter Plot of Individual Stores Scores
(Customer Engagement vs. EmployeeEngagement)
Source: Gallup
Partially Optimized StoresNon-Optimized Stores
Optimized StoresPartially Optimized Stores
Low HighQ12 Employee Engagement
Low
High
CE
11
CustomerEngagem
ent
-
8/8/2019 Applying HS Into a L6S Program 1
30/41
-
8/8/2019 Applying HS Into a L6S Program 1
31/41
01/10/11 05:51 PM 6889-20_HS 31
31
2
2.2
2.4
2.6
2.8
3
3.2
3.4
3.6
3.8
4
4.2
4.4
4.6
4.8
5
2 2.2 2.4 2.6 2.8 3 3.2 3.4 3.6 3.8 4 4.2 4.4 4.6 4.8 5
teams significantly increased
no relevant change
teams significantly lowered
CSC Germany
Gallup 75. Perzentil
Changes of engagement at team level
143 teams with total average last years comparison: average improvement is 0,23
Gallup 75. P. 2008 = 4,24
Gallup 75. P.
2007 = 4,21
1st wave grand mean
2ndwav
egran
dmean
Copyright 2008 Gallup, Inc. All rights reserved.
How does HS and
-
8/8/2019 Applying HS Into a L6S Program 1
32/41
01/10/11 05:51 PM 6889-20_HS 32
How does HS andL6S Integrate?
The company has to have the desire tochange (baseball story)
Align L6S Projects with HS strategic initiative
Passionate Executive sponsorship
An endorsed Project charter
Knowledgeable and excited team
Provide an amnesty program Provide an effective award program
Set realistic goals
Apply Lean first
Belts must have time to work projects
If a manager will not get onboard, improveeverything around them so their poorperformance is obvious and the boss makesthem comply.
Lessons Learned
-
8/8/2019 Applying HS Into a L6S Program 1
33/41
01/10/11 05:51 PM 6889-20_HS 33
Only apply the tools that fix the problem-not the entire arsenal.
Deliver low-quick wins, then continue the longer projects Assemble a passionate team willing to visualize the steps,
count the cost, pay the price, and never give up!
Develop a phased approach for large improvements
Conduct follow-up meetings
Share the results of projects and the entire program
Train all Sr. Management at the Awareness or Championlevel and include HS.
Ensure finance measures the results, not L6S practitioners
Put a strong board in place and control the program (especiallyfor Global companies)
Eliminate the defect or very strong C in DMAIC (Hawthorne
Effect)
Lessons Learned(right up front)
H Th All Fit T th
-
8/8/2019 Applying HS Into a L6S Program 1
34/41
01/10/11 05:51 PM 6889-20_HS 34
How They All Fit TogetherMethodology Analogy
DesignforSixSigma
Lean
SixSigma
Kaizen
Lean/Six
Sigma
HumanSigma
-
8/8/2019 Applying HS Into a L6S Program 1
35/41
01/10/11 05:51 PM 6889-20_HS 35
Taking the First Step Toward Change
Who moved that leg?
The first step is the hardest the30 hall
The miracle walk
The row across America
Jon at USNA
Challenge yourself and others todeploy improved processes usingL6S aligned with Human Sigma
Dont give up until the change is inplace
You have to crawl beforeyou can walk, run, or fly
Walking Through Adversity Author Rob
-
8/8/2019 Applying HS Into a L6S Program 1
36/41
01/10/11 05:51 PM 6889-20_HS 36
Walking Through Adversity, Author RobBryant, Published by HCI
-
8/8/2019 Applying HS Into a L6S Program 1
37/41
01/10/11 05:51 PM 6889-20_HS 37
A Few Endorsements
Former First Lady Barbara Bush: I am so glad to have this opportunity to send my warmestgreetings and congratulations to Rob and Wanice Bryant. Rob's determination certainly is anenormous inspiration. George joins me in sending our very best wishes.
Governor Arnold Schwarzenegger, California: Congratulations on your accomplishment of a crosscountry trip on a row-cycle. That was a monumental achievement, and I wish to congratulate you onboth your mental and physical endurance. I deeply admire what you have done!
Tom Landry, Former Dallas Cowboys Head Coach: Rob is a coachs kind of guy, he never quits.Rob set two world records even though he is paralyzed from the waist down. He is a man of faith,and I am looking forward to walking with him in heaven some day. (Quote from a network programwhich Tom Landry hosted.)
Author and Speaker Zig Ziglar: Rob Bryant is an effective speaker! He had our staff laughing oneminute and crying the next. He is an inspirational man who, by example as well as a very effectivepresentation, is able to give encouragement and hope to those who have the privilege of listening tohim. He will be a hit with your group. Robs message is timely and challenging one that you willlong remember. Rob has a champions heart and is an encouragement and inspiration to us all.
Author and Aerobics Authority Kenneth H. Cooper, M.D.: "Rob, I am overwhelmed by youraccomplishment in the face of unbelievable obstacles! You are worthy of the highest praise formotivating millions of people to improve their health and fitness.
-
8/8/2019 Applying HS Into a L6S Program 1
38/41
01/10/11 05:51 PM 6889-20_HS 38
A Few Endorsements (Contd)
Minister Joni Erickson Tada: Rob believes that we should never give up! God has given us the abilityto either accept our situation, or change it. (Quote from a broadcast)
USA Todays Ben Brown: The next time you moan about 20 minutes on an exercise bike, think aboutRob Bryant, a 35-year old aerospace engineer, who has just finished a four-month, 3,280 mile workouton an oar-equipped tricycle ... Though paralyzed from the waist down, he also pushed and pulledhimself with crutches over 24 miles from Fort Worth to Dallas!
Former Senator Chuck Robb, Virginia: Rob, it is with great pleasure that I congratulate you for holdingtwo world records and am honored that I could greet you at the finish line at the Capitol.Congratulations to you and your family.
Former Governor William Donald Schaefer, Maryland: It is with great pleasure that I congratulate you.This grueling journey, which more than tripled the previous world record, is an outstanding andinspirational achievement. I hope you are as proud of your Maryland roots as we are of you.
State Senator Roy Dyson, Maryland: Mr. Speaker, I rise today to pay tribute to [Rob Bryant's employer]and to Rob Bryant. Rob Bryant has been a paraplegic since 1982 when he fell 55 feet from an oil rig.Despite his handicap, he has just completed a courageous 3,280 mile Row Across America. Mr.Speaker, it is both an honor and a pleasure to salute Rob Bryant today.
Former Congressman Pete Geren, Texas: Mr. Speaker, strength and perseverance rolled into townthis week in the heart of Rob Bryant. He has just completed a 3,280 mile journey from Los Angeles toWashington, DC on a hand propelled row cycle. Rob Bryant is an author and stands tall in our eyes. Heis truly an inspiration to all of us.
Senator Kay Granger, Texas: I commend you for your past and future accomplishments, yourgenerosity, and for being the special person for whom we all have the greatest respect and admiration.
-
8/8/2019 Applying HS Into a L6S Program 1
39/41
01/10/11 05:51 PM 6889-20_HS 39
Business Accomplishments
CSC Corporate Vice President for Quality
Assisted DynCorp in increasing revenue from $900M to $2.1B in just fouryears as a direct report to the President
Certified Six Sigma Master Black Belt Trainer; led over 100 teams andstudies resulting in over $100M in savings/revenue/improvements for all
divisions of CSC
Malcolm Baldridge Sr., Examiner for the National MB Award for the Dept.of Commerce assessing quality for the President of the United States
Served on the President Bush Business Advisory Council for two years
Served as an editor for a book called Quality for Dummies and has
written several published articles/papers for journals such as QualityDigest, Six Sigma Magazine, and others
Quality Certifications include ISO-9001:2000, TQM, ProcessManagement, ITIL, CMMI, Six Sigma Master Black Belt, BusinessExcellence, and Malcolm Baldridge
-
8/8/2019 Applying HS Into a L6S Program 1
40/41
01/10/11 05:51 PM 6889-20_HS 40
Personal Accomplishments
Published author of three non-fiction books and negotiating with literary agent ontwo more (a fiction thriller and fictional love stories)
HCI (known for the Chicken Soup for the Soulseries) has now released Bryantslatest book, Walking Through Adversity
Motivational speaker with lnternational Speakers Bureau (RobBryant.com); hasspoken to over 500 business and civic organizations, churches, hospitals,universities, high schools, and many other groups
Two world records longest walk by paraplegic (24 miles); and rowing 3,280 mileson a row machine (Guinness Book of World Records, 1992-2000)
Nominated for Texas Businessman of the Year by the Texas RepublicanCommittee
Nominated as a National Republican Committee Honorary Chairman and
attended a dinner with President G.H. Bush in that capacity Past President of LeTourneau Alumni Association
LeTourneau University Instructor Principles of Self Management; AdministrationTheory and Practice; Strategic Management; Ethics and Entrepreneurship
-
8/8/2019 Applying HS Into a L6S Program 1
41/41