William H. Werst Resume

William H. Werst

Founded Growth Associates in 1973. Offering results producing organizational improvement and training.

Authored two books. Most recent is Common Sense Managing: Simple Ideas That Produce Results.

Served as a guest member of the University of Wisconsin's Management Institute Faculty for 27 years.

Key-noted and presented at 17 national conferences.

Currently retained by Feather Falls Casino, Oroville, CA [see enclosed Native American Casino magazine articles]

Customer relations and communications program for Harrah’s – Reno and Lake Tahoe
Customer relations and communications presentations for The Golden Nugget – Reno
Organizational improvement, team building, employee retention, management development, and customer relations with Feather Falls Casino since January 2002 - ongoing

Implemented customer treatment training for over 8,000 flight attendants at American Airlines.
Produced audio visual People-To-People program for Boeing
Implemented People-To-People program with 15 organizations world wide
Provided staff and management development services for organizations throughout the world
In addition to businesses, has worked with local, state, and federal government agencies [see partial client list]

Clarifying organizational purpose – Vision, Mission, Purpose
Identifying key goals
Developing measurable and attainable objectives
Establishing accountability by developing performance feedback systems for staff and management
Upgrading staff and management organizational skills and tools
Building management and employee teams and teamwork
Identifying key customer needs and wants
Establishing customer satisfaction measurement systems
Identifying organizational improvement opportunities
Assisting management in developing and implementing plans to capture the improvement opportunities
Maintaining accountability by tracking measurable results
Presentations and consulting on:
Creating and maintaining customer satisfaction
Handling difficult communications [customers and staff]
Managing for continuous customer satisfaction
Implementing and maintaining continuous quality improvement.
Topics that Bill addresses for general audiences and management include:
MOTIVATION – The Employee Comes First
LEADERSHIP – Whatever Happened To Common Sense?
CONTINUOUS QUALITY IMPROVEMENT -- A Simple Blueprint
CUSTOMER TREATMENT – The Customer Is NOT Always Right, But IS Always The Customer
SELF ESTEEM – The Good, The Bad, and The Ugly
COMMUNICATIONS – Ten ‘Dirty’ Words That Inhibit Our Communications

Guest faculty member of the University of Wisconsin’s Management Institute since 1973 – middle management conferences for customer and service managers
Faculty member at National University -- primarily taught organizational behavior.
Led management conferences for Montana State University, Penn State University, and Stanford
Certified teacher New York, California, & Oregon -- taught every level from 4th grade through graduate school.
Designed and administered training for field trainers throughout American Airlines’ freight system.
Designed and implemented the customer relations training for 8,000 Flight Attendants.
Designed and administered supervisory development program for 2400 Crew leaders in 44 cities in 180 days.
Designed and led five day management development classes for supervisors and middle managers
Customized and implemented American’s customer relations program for 23 organizations worldwide.

What We Offer	What We've Done	Who We Are
Start ups Growth/Expansion Mature Market/Casino	Feather Falls Casino: How A Successful Casino Becomes More Successful Part 1: Birth, Success, and Growing Pains Part 2: Actions To Turn Growing Pains Into Great Gains Part 3: Great Gains Results Part 4: Sustaining the Gains	Vision/Mission Pete Lusich Bill Werst
Self Help Survey

Who We Are