Bill Thomas, SHRM-SCP, SPHR
Bill has over 30 years of experience in the areas of Human Resources, Customer Loyalty, Organizational Development, Total Quality Management and Operations Management. Prior to forming Centric Performance in 2001, he held national and global management roles with PricewaterhouseCoopers and Dell Computers, respectively.
Bill is a Consultant, Trainer, and Coach who creates and implements organizational strategies and tools for improving business performance at the company, business unit, department, team and individual levels. He was the co-architect of PwC's national Service Excellence project, and played a key leadership role in designing and implementing Dell Computers' Quality Customer Experience initiative. For 15 years of his career, he was also responsible for managing division-level P&L. He has lead major projects in such areas as human resources, leadership and organization effectiveness, performance and process improvement, mergers & acquisitions, building customer-centric cultures, business restructurings and reorgs, customer and employee engagement and loyalty strategies.
He is the creator of the Value Chain Labs ® process and the Customer Focus Maturity Model ®. He has a BA in Business, a Master's degree in Human Resources, and holds senior level certifications from The Society for Human Resource Management (SHRM) and the Human Resource Certification Institute (HRCI). He is a long-standing member of SHRM having served in top leadership roles at the local, state and national levels; and is currently a member of their National Expert Panel on HR Disciplines. Bill is a senior member of The American Society for Quality (ASQ) and a member of their Customer-Supplier Division. He is also a member of the Pittsburgh chapter of the Society of Petroleum Engineers (SPE) - having also served on SPE's Board.
He is a nationally-recognized speaker and author whose work has been featured in CEO magazine, Human Resource Executive magazine, HR Magazine, Executive Excellence, Quality Progress, Partnership News and others. Bill is the co-author of the book "ANTICIPATE: Knowing What Customers Need Before They Do" (Wiley & Sons Publishing)
Bill supplements his deep experience with a unique blend of energy, passion and creativity. Woven throughout much of Centric Performance's work is his obvious penchant for customer-centered thinking. "There are not internal and external customers. There is only ONE kind of customer - the kind who buys your company's products and services. Everything a company does, whether within or outside of its walls, should be done for the express purpose of creating value for "the" customer. If it's not for that purpose, then we must ask ourselves if it needs to be done at all." Bill's work receives the highest of marks from delighted clients, and consistently results in repeat engagements.