Client Feedback

12/05/2008 – Sally Chai
11/29/2008 – Margaret Loveland
11/11/2008 – William Molloy
10/31/2008 – Gerald Melican and Wayne Camera
10/21/2008 – Catherine Davis
12/06/2007 – Mary-Margaret Kerns
06/07/2006 – Deborah Robinson
05/30/2006 – Robert English
12/01/2005 – RickiAnn Saylor, Ph.D.
07/06/2005 – Linda Milstein
05/23/2005 – Gregory Johnson
11/09/2003 – Bill Montgomery
12/31/2002 – Lauren H. Watson
10/24/2002 – Carol A. Dwyer
10/17/2002 – William H. Molloy
07/01/2002 – Antonio DeMartino
05/30/2002 – Robert English
11/07/2001 – Arturo López
06/07/2001 – Robert English
01/29/2001 – Joseph M. Tomaselli
01/26/2001 – Gerald J. Melican
06/16/1998 – Richard L. Burns


12/05/2008
Sally Chai, – Principal Consultant, ACT, Inc., 2000-2007

Question: What has improved as a result of our work at ACT?

Answer: The primary improvement was in staff knowledge and understanding of process improvement, the current processes at ACT and where they might be improved. There was no organization-wide implementation of broad recommendations for process improvements – Dick Ferguson did not see a need for formal, funded initiatives and the Vice President of the area retired. However, staff did take the initiative to implement some things on their own as a result of Dr. Wild’s and Dr. Ramaswamy’s systematic data-collection efforts. Research and test development staff collaborated on more accurate documentation of equating procedures and staff initiated and documented their own procedures to insure accurate verification of scoring keys.

Question: What have you learned from working with me that you can apply to future work in the organization?

Answer: Benefit of the process was the educational value to staff. It isn’t because someone is “incompetent” when something goes wrong – it is because the process may not be sufficient to support the work. Staff learned process redesign concepts and how they could be applied on a day-to-day level. They learned the idea that this is a process and that it can be changed to make it work better – before the consulting project, work procedures seemed carved in stone.

Question: Finally, can you help complete this thought, based on your own experience?

Clients are likely to be successful working with Cheryl Wild if…

  • they have a critical need to research information that will inform organizational change.
  • their organization’s leadership has an awareness, perceived need, and commitment to the value of process change.
  • they understand that this isn’t going to be a “quick fix” – this is going to be a serious investigation into the critical needs for process improvement and organizational change and using that information about needs to inform and implement effective change.

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11/29/2008
Margaret Loveland – Delaware Department of Education

Question: What has improved as a result of our work together?

Answer: Our way of looking at the data to recalculate the Annual Measurable Achievement Objectives (AMAOs). You provided us with an easier and more consistent way of looking at AMAOs. You provided us with a way of calculating AMAOs that has a positive impact on kids and learning. When you presented to the districts, the districts started to understand the AMAOs better and started to take them seriously. We had struggled early on and developed a complicated way to use AMAOs. ACCESS (our new ESL testing program) helped clarify and improve how we could use AMAOs as well. Your presentation clarified the understanding of how AMAOs are defined using ACCESS.

Question: What have you learned from working with me that you can apply to future work of the organization?

Answer: We learned to ask more questions when we look at our data. Cheryl helped Fran look at the data and ask more questions about how to calculate and use the data. Her understanding has increased. Cheryl has explained things in English (most psychometricians and IT folks are hard to understand) that helps us to understand in a way we never had before. Our data will have better quality controls and the data will improve.

Question: Finally, can you help me complete this thought, based on your own experience?

Clients are likely to be successful working with Cheryl Wild if…

Answer: they do their homework ahead of time and if they come prepared.

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11/11/2008
William Molloy

Comments on a project conducted at Ocean County Community College:

Question: What has improved as a result of our work?

Answer: At OCC, the awareness of process faults has improved. Through your excellent facilitation and training, the college’s Continuing and Professional Education Process Improvement Team analyzed the registration process and identified improvements in areas that would make the most impact. As a result of your efforts, the team has improved the telephone answering process and instituted a customer satisfaction survey so that they can evaluate the process in the future.

Question: What have you learned from working with me that you can apply to future work in the organization?

Answer: We believe that this process is an excellent model for improving quality procedures and customer service. OCC hopes to utilize the process in other areas of division in the near future.

Question: Finally, can you help complete this thought, based on your own experience?

Clients are likely to be successful working with Cheryl Wild if…

Answer: they are open-minded to change and innovation.

Additional Comment: When I was with Canon, I brought Dr. Wild in to evaluate some of our customer service survey results. Participants were impressed with her suggestions and as a result we brought Dr. Wild in to teach a one day course on survey design for senior staff. Implementing of these tools would result in increased survey accuracy, reliability and validity. Senior staff learned the importance of effective survey design for obtaining feedback on customer service.

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10/31/2008
Gerald Melican (Chief Psychometrician in Research and Development at The College Board) and Wayne Camera (Vice President Research and Development at the College Board)

Question: What has improved as a result of our work together?

Answer: Dr. Wild facilitated an internal team to develop workflows for a highly complex assessment program with many hand-offs among various internal and external parties. The intended products were the workflows, quality control steps at every juncture, and checklists and other documentation verifying the work and the quality control procedures meet best practices. These documents do serve as the backbone of the program and are followed strenuously during the day-to-day work. In addition, the documents serve as training devices and as a source of comfort to the program directors who are removed from the technical work but need to know that the work is being done to exacting professional standards. More importantly, the staff who worked with Dr. Wild are much more aware of quality and continue to identify ways to improve and extend the documents. Although the team members were all professionals with histories in quality control, the increased positive attitude of the staff towards quality control and their feeling of ownership of the process are the most gratifying results of our work with Dr. Wild.

Question: What have you learned from working with me that you can apply to future work of the organization?

Answer: The intense and meticulous work that is required to develop detailed workflows and comprehensive quality control steps and documentation involves a strong structured plan but, more so, a facilitator capable of keeping the team members on task, involved, and productive. Dr. Wild’s patience and obvious respect for each person were instrumental in the success of the project. Certainly these skills are expected and necessary for a facilitator but seeing these skills applied over a long period of time was enlightening. The team members all learned and gained practice on using Visio as a tool to document existing processes and planning the improved processes for Accuplacer. The extra satisfaction was watching Dr. Wild help the team to prepare for the regular meetings with senior staff where the team members explained the project, monitored status, and presented the final results in clear, accurate and complete terms. The team members gained new skills and developed new relationships with the senior staff.

Question: Finally, can you help complete this thought, based on your own experience?

Clients are likely to be successful working with Cheryl Wild if they…

Answer:

…are as committed to positive change as Dr. Wild is.
…put in the time and effort that are necessary to take full advantage of their time with Dr. Wild.
…work with Dr. Wild to form the plan and then let her work the plan with regular “toll gate” meetings to keep owners informed.
…put in the time and effort that are necessary to take full advantage of their time with Dr. Wild.

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10/21/2008
Catherine Davis – CGFNS

Question: What has improved as a result of our work together?

Answer: The knowledge of ISO 17024 Standards, the policies and procedures for ISO 17024 accreditation, and how to best write up the accreditation reports. The ISO 17024 accreditation application was somewhat comparable to nursing accreditation, but it also had some unique components. It was helpful to have someone interpret what the criteria meant and what was needed in the application.

The application process helped us to collect all of our policies and procedures, to take an in-depth look at them and how they are written, and to improve the consistency and the usefulness of our policies and procedures. Some of our policies had been informal and so we developed procedures to write, implement and evaluate policies and procedures. We learned as we went along that we needed to have policies that are more useful, so we revised the policy/procedure format. The process also helped us to identify which policies and procedures were critical, which applied to the entire organization, and which were important for parts of the organization – and who needed to have access to the policies and procedures.

Question: What have you learned from working with me that you can apply to future work of the organization?

Answer:

  1. To read documents critically.
  2. To really be available when people need me. I very much appreciated it that you were available when I needed you.
  3. When people recommend consultants it is important for the organization to check the credentials and previous work of the consultants. We initially had other consultants to help us formulate our policies and procedures. It was a difference between night and day when you came in. We wasted time in the beginning before Cheryl came in.

Question: Finally, can you help me complete this thought, based on your own experience?

Clients are likely to be successful working with Cheryl Wild if…

They are able to articulate what they want and need and listen to your recommendations when given. You are easy to work with and give very positive and detailed feedback. As long as people are willing to take that feedback and use it constructively, they will be able to work well with Cheryl. You gave positive and in-depth feedback and that was very much appreciated.

Your ability to follow up was great. You were willing to answer questions afterwards – to answer questions after the contract expired without asking us to jump through hoops.

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12/06/2007
Mary-Margaret Kerns – Validity Research & Services and Computer-based Testing

Dear Dr. Wild:

Thank you for your diligent work and commitment on our recent project to document and improve the quality of Research & Analysis’ interactions with internal constituents in the College Board’s ACCUPLACER computer-based testing program. With your considerable and proven experience in the educational assessment industry and subsequent quality assurance experience working with clients in educational and non-educational industries, you provided us with an experienced and unique perspective…

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06/07/2006
Deborah Robinson – Ocean County College, Center for Business Education & Training

Dear Cheryl:

Thank you so much for the excellent facilitation and training that you provided to the college’s Continuing and Professional Education Process Improvement Team. The structure and professional guidance that you lent the team allowed them to do an excellent job at analyzing the registration process and to focus on improvements in areas that would make the most impact. As a result of your efforts, the team has implemented a customer satisfaction survey.

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05/30/2006
Robert English – NJIT, Spring Quality Conference

Dear Cheryl:

The North Jersey ASQ and the Program Committee of the Spring Quality Conference 2006 would like to thank you for an excellent presentation. We appreciate the effort you put into your preparation and taking time out of your busy schedule to share your knowledge and experience with the quality professionals from the North Jersey area. Any profits from the conference go to the operation of North Jersey Section and college scholarships.

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12/01/2005
RickiAnn Saylor, Ph.D. – ACT, Professional Development Solutions

Dear Cheryl:

On behalf of the Professional Development Solutions Area of ACT, Inc., I would like to extend our deepest thanks for the excellent consulting you and your colleagues provided to our division.

With your guidance, we have detailed documentation of our item development, test development, and scoring and reporting process. Our change management and communication work improved the staff understanding of our work and the steps critical to assure quality work. We developed metrics to monitor our work and prioritized next steps. Without your support and guidance we could not have finished our project in as timely and effective a manner.

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07/06/2005
Linda Milstein – Brookdale Community College Outreach, Business and Community Development

Dear Cheryl,

Thank you very much for your excellent work in helping the steering committee of the Nonprofit Assistance Center in Monmouth County, in its formative stages, to develop its vision. Representatives from three different organizations came together to talk about this new initiative and plan for its formation. I knew we needed the skills of someone who could help us collectively define in a very specific way a concept that we all thought was important but had discussed previously only in the broadest terms. It was clear from our prior meetings that there were different views of what the Center might become.

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05/23/2005
Gregory Johnson – AICPA, Director – Exams Strategy

Dear Dr. Wild:

I would like to thank you for the excellent work you did for the AICPA during the last year and a half. As the new Director of Content and Production for the Examinations Team, your innovations have benefited me and our staff tremendously. For example, you analyzed the skills needed by the professionals who develop the Uniform Certified Public Accountants Examination, developed job descriptions, developed an organizational design to support our new computer-based examination, and helped to fill six open positions!

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11/09/2003
Bill Montgomery

Cheryl

The students at Dix loved…really loved… your instruction and benchmarking knowledge.

They said you were ‘the best’. And, they appreciated learning a great deal on the subject.

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12/31/2002
Lauren H. Watson – Business Systems Solutions

Dear Dr. Wild:

Business Systems Solutions Inc. is pleased to write a letter of reference and recommendation for you. Our company has worked with Wild & Associates, Inc. for over five years in a variety of professional experiences.

My first involvement with Dr. Wild and her company was at the Association for Quality and Participation (ASQ) Regional Judge’s training in Delray Beach, Florida in 1998. I was immediately impressed with Dr. Wild’s expertise in process improvement and team building and my respect for her skills has only grown over the years.

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10/24/2002
Carol A. Dwyer – ETS, Distinguished Presidential Appointee

Dear Cheryl:

I want to thank you very much for all the assistance that you have provided with our assessment and evaluation projects. As always, you have been a pleasure to deal with as well as an excellent problem solver. It is not often that one finds such a unique combination of technical knowledge and excellent consultative skills in one person! I very much look forward to our continued association.

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10/17/2002
William H. Molloy – Canon Business Solutions, NE

Dear Cheryl:

I want to let you know that the one-day workshop on survey design you presented was very well received by all the managers who attended. Those attending felt that the processes covered are essential to the company’s efforts pertaining to quality planning and improved customer service. Participants felt that the interactive nature of the program was particularly helpful in grasping survey concepts. Participants also felt that discussions on the pros and cons of various types of surveys will prove extremely useful in future survey construction.

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07/01/2002
Antonio DeMartino – Merrill Lynch, USPC Six Sigma Master Black Belt

Dear Dr. Wild:

On behalf of Merrill Lynch, I would like to extend our deepest thanks for the excellent coaching you provided our Six Sigma teams that competed in the Association for Quality and Participation (AQP) Team Excellence Competition. As a result of your efforts, Merrill Lynch achieved unprecedented recognition by capturing two of the top three awards (first and third places) for team excellence offered by the Association for Quality and Participation (AQP). As you know, we competed with teams from all over the United States sponsored by firms such as Emerson Electric (winner of the 2nd place award), Bayer Corp., Honda of America and Blue Cross/Blue Shield. These corporations had years of prior experience competing for this prestigious national award. This was the first year that Merrill Lynch competed nationally and we set records – it was the first time two teams from the same company received the top award and our first place team tied for the highest score in the history of the competition!

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05/30/2002
Robert English – NJIT, Spring Quality Conference

Dear Cheryl:

Last week, the Spring Quality Conference 2002 Committee met to look over the comments from the attendees and brainstorm about making the 2003 conference even better. We had about 325 attendees and 73 handed in evaluations. In answer to the question, “Would you recommend this conference to a coworker?” Seventy-one [71] said yes and two [2] said no.

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11/07/2001
Arturo López – State of New Jersey, Office of Bilingual Education and Equity Issues

Dear Dr. Wild:

I would like to thank you for the excellent job on the feasibility study that you conducted for our office. Your study, which examined the feasibility of setting an English fluency standard for high school graduation on three language proficiency tests, was timely, clear, detailed and gave us the information we needed to make a sound policy decision in this area. We also very much appreciated your willingness to attend meetings with school districts and to present your findings to the State Board of Education.

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06/07/2001
Robert English – NJIT, Spring Quality Conference

Dear Cheryl:

I would like to thank you for being a presenter at the Spring Quality Conference 2001. Last week the conference committee met to critique the conference and plan for next year. A tabulation of the conference evaluation forms showed that all comments about your presentation were strongly positive. When you’re Program Chair, you never get to enjoy the program. However, I did speak to several attendees at your session who were very complimentary.

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01/29/2001
Joseph M. Tomaselli – Quality New Jersey Executive Administrator

To Whom It May Concern:

I have worked with Cheryl Wild, Ph. D., since October of 1999 when she volunteered to participate in and later lead the Quality Education Training Team through a thorough process review of its training needs and resources. In these roles Cheryl provided leadership, training, and mentoring to teachers, board members, school administrators, and business leaders.

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01/26/2001
Gerald J. Melican – AICPA, Technical and Psychometric Development

Dear Mr. George,

Dr. Cheryl Wild recently completed a consulting engagement with the American Institute of Certified Public Accountants (AICPA). The engagement was to review our current quality control procedures and help us design new procedures and documentation. We have instituted the new procedures to great effect and, further, the results have received extremely positive reviews from external auditing committees and several external statistical consultants. Dr. Wild contributed greatly to these positive results and her recommendations are being used to continually evaluate and improve our procedures.

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06/16/1998
Richard L. Burns – ETS, Project Leader Test Creation Reengineering

To whom It May Concern:

Cheryl has been involved in Test Creation Reengineering from the start. She was an important member of the Test Creation Task Force where she led the Benchmarking studies. She led the Change Management/Human Resources Team and served on the Implementation Team from the Beginning. She was the leader of the Change Management sub-team while on the Implementation Team and hence one of the three critical Team Leaders on the Team. Change Management included: training; human resources; communications; metrics; and change. This is the “soft stuff” that Michael Hammer, the guru of reengineering, points out is the most critical aspects of a reengineering effort. Cheryl did a simply outstanding job of leading these efforts.

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Please, feel free to contact Dr. Wild at any time to see how she can help YOUR organization.



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