Speaker

Bill is the Managing Principal of Centric Performance, LLC, a Pittsburgh-based management consulting firm. He has over 35 years of experience in HR and OD, Total Quality Management, Customer Engagement Strategies and Operations Management. His prior experience includes national and global management roles with PricewaterhouseCoopers and Dell Computers, respectively. At PwC, Bill served as National HR Director for their Consulting division, National Practice leader for their Human Advantage Consulting practice, and was the co-architect and leader of their global Client Service Excellence program. At Dell, he served as HR Director for their Sales and Marketing division, HR Director for their Global IT division, and played a key role in designing and implementing Dell’s Quality Customer Experience initiative.  

 

Bill is a consultant, trainer, facilitator and coach who helps organizations accelerate growth and improve results at the company, business unit, department, team and individual level. He has designed and implemented high-impact growth and performance initiatives for a wide variety of large and small organizations – both for-profits and non-profits.  He has also served as an external personal coach to dozens of front-line, mid-level and executive level leaders. Bill brings to his clients a rich experience of having managed such areas as HR, Finance, Administration, Operations, Sales, Marketing, Business Development, Communications and Customer Service. 

He has lead various business performance and change management efforts including: strategy performance acceleration and implementation support; building execution-based or high-performance cultures; sales, marketing, customer service, HR and IT function effectiveness reviews; leadership and enterprise talent and capability reviews; compensation, performance management and pay-for-performance practices; customer-employee engagement and branding alignment projects; M&A due diligence and post-deal integrations; business unit consolidations, restructurings and reorgs; process improvement initiatives; customer and user experience, CEM and VoC initiatives.

 

Bill is the creator of the Customer Focus Maturity Model ® and of Value Chain Labs ®, a cross-boundary workout process used to improve customer-supplier relationships, integrate merged or acquired organizations, and improve the effectiveness of cross-boundary teams. He is the co-author of the book “ANTICIPATE: Knowing What Customers Need Before They Do” (John Wiley & Sons; 2012). The book helps leaders build an effective customer-focus into their growth strategy, develop the capabilities needed to execute it and shape the culture that sustains it.

 

He has a BA in Business, a Master's degree in Human Resources, and holds his SHRM – SCP certification. He is a senior member of The American Society for Quality (ASQ) and currently serves on SHRM’s HR Disciplines Expert Panel. Bill has also served SHRM in top leadership roles at the local, state and national levels. He is a nationally-recognized speaker and author whose work has been featured in CEO magazine, ASQ’s Quality Progress, ASQ’s Partnership News, Human Resource Executive magazine, and others. 

Bill’s clients include: AFL Telecom, AT&T, Baker Hughes International, Baylor University, Bristol Myers Squibb, CenterPoint Energy, Champion Technologies, Deloitte, FCC Environmental, GE Health Care, Hess Oil, Highmark Blue Cross-Blue Shield, Impress North America, Marriott International, Matthews International, Medrad, Inc., Michael Baker Corporation, Mylan Labs, Oberg Industries, Oncology Nursing Society, Pediatric Alliance PC, Peoples Natural Gas, Range Resources, the State of Texas, the University of Pittsburgh, the University of Texas, Westinghouse Electric, and others.