The Challenge:
A management development center at the University of New Mexico wanted to know if a physician executive development program would benefit the local community.

The Solution:
Diana Spendlove conducted a statewide program evaluation and proposed a program design.

The Benefit:
The management development center was able to make an informed decision regarding the need for the program and how physician executives would receive it.

The Challenge:
AchieveGlobal (AG) approached San Juan College (SJC) to conduct a blended learning pilot project to test online training combined with classroom-facilitated follow-up practice sessions.

The Solution:
SJC contracted Diana Spendlove, an AG master trainer, to conduct the controlled field test. The pilot study group consisted of high level professional educators representing vice presidents, department heads, and directors.

The Benefit:
AchieveGlobal received valuable feedback from the experiment as well as recommendations to successfully support adult learning in the distance education environment.

The Challenge:
A financial institution wanted to revamp their training and employee development department.

The Solution:
Diana Spendlove conducted a needs assessment and then helped guide the direction, processes and plans around addressing the identified needs. She also created and piloted a 4-tiered employee certification program for a major customer-facing position and produced a department scorecard to measure effectiveness and efficiency.

The Benefit:
Diana's efforts provided structure to the department and professional development to the team, which increased overall capacity.

The Challenge:
A small community bank, experiencing astonishing growth in their first 4 years of business, envisioned opening their first branch and requested assistance in human resource strategic planning around staffing and developing personnel for the new branch. The bank experienced recruiting challenges, had retention concerns and competency issues, and lacked a pool of skilled workforce to draw from.

The Solution:
Diana Spendlove conducted a SWOT [strengths, weaknesses, opportunities, threats] analysis to identify strategies that aligned the bank's resources and capabilities with the demands of the local environment.

The Benefit:
The result was a step-by-step approach to support human resource development for the entire bank. Specific outcomes included identifying and developing critical competencies for all levels, conducting a talent review, training and development around competencies, and creating individualized training plans.

The Challenge:
A hospital facility requested support to facilitate behavior change at various levels in the organization.

The Solution:
Diana worked to design and deliver leadership retreats and executive coaching sessions, facilitated development of targeted teams, and revamped new employee orientation.

The Benefit:
The efforts resulted in greater organizational capacity in dealing with the day-to-day demands in a critical hospital setting.

The Challenge:
A hospital facility requested consultation on a major change initiative in the area of service excellence.

The Solution:
Diana engaged a team of 40 employees and 5 managers to build a service culture that would support and reinforce organizational values.

The Benefit:
Increased patient satisfaction, increased employee satisfaction - a great place for employees to work, physicians to practice and patients to receive care.

The Challenge:
A nonprofit organization requested independent, third-party feedback on their communication structure and help with assessing differences and/or similarities between leadership and staff perceptions on organizational vision and other important issues.

The Solution:
Diana Spendlove led a small group of organizational development consultants to assess internal communication structures and align management and staff perceptions.

The Benefit:
The executive team closed identified gaps in the areas of succession planning and mid-level management development. They also addressed internal communication issues through implementing suggested communication strategies.

The Challenge:
A human resource department wanted to experience an innovative and creative way to generate a department mission, vision, and values.

The Solution:
Diana Spendlove used Appreciative Inquiry to help discover the important qualities and special strengths within the department and to discuss future possibilities for the organization.

The Benefit:
The department co-constructed a set of mutual values, developed a shared mission/vision and effortlessly strategized a plan to move toward the new shared mission/vision. As a result of the Appreciative Inquiry process, the team formed stronger bonds and greater commitment to the organization.

The Challenge:
A training manager requested assistance in evaluating a newly established career-mentoring program for entry level direct support professionals.

The Solution:
Diana Spendlove developed a program evaluation plan to verify program effectiveness and aid decisions regarding program improvements, and/or determine continuation of program operation.

The Benefit:
The evaluation findings helped to ensure the quality of the program, thus increasing client confidence and program utilization. The evaluation recommendations directed efforts to impact organizational objectives.

The Challenge:
A major corporation was undergoing a software conversion of procurement and accounts payable platforms.

The Solution:
Diana Spendlove worked with a team to analyze and redesign business processes, establish new work procedures and best practices, and implement and test the new system. She also trained end-users on utilizing the system.

The Benefit:
The result was a smooth and successful transition that included more efficient operational procedures.

The Challenge:
Staff at a small call center was resisting organizational restructuring and new management.

The Solution:
Diana Spendlove conducted a needs assessment to determine behavior change requirements, areas of resistance, and change management interventions. She also oversaw the design, development and delivery of proposed solution.

The Benefit:
Management was able to get everyone to work together in a more professional manner.

The Challenge:
Eleven hundred new employees at an Albuquerque call center needed training in customer service and sales. The training needed to align with corporate philosophy.

The Solution:
Diana Spendlove led a customer service training initiative for that included six trainers, 300 wireless data technicians, and 800 frontline staff.

The Benefit:
The call center staff was better equipped to guide the customer conversation, connect with the customers in a meaningful way, create a positive, memorable experience for customers, and take ownership to restore trust, as needed.