Prior to co-founding The Focus Group, Pete was the President and Founder of The Tosh Management Consultants, a consulting firm offering Organizational Development, Customer Loyalty Enhancement, and Human Resource Management services. These strategically focused consulting and training services were provided to manufacturing and service organizations across the U.S., Canada, Europe, and the Middle East.
Pete’s areas of specialization include the design and implementation
of: Organizational Development Processes; Customer Satisfaction Measurement,
Customer Loyalty Enhancement and Recovery Initiatives; and Performance
Management and other Human Resource Processes — all maximizing
the achievement of corporate strategies via employee behavior.
Pete has worked closely with the senior management of
organizations such as Exxon, Brink’s, EMC, State Farm Insurance,
Marriott, Cracker Barrel, Freddie Mac, and YKK to:
> Align corporate
organizational structures with their strategic initiatives — while
insuring value creation for their customer bases
> Ascertain customers’ primary needs, expectations, and perceptions
of their current performance relative to that of their competitors’;
> Develop and implement customer loyalty enhancement processes —
based on specific customer feedback —that delivered sustainable
advantages in the marketplace;
> Structure their performance management and other human resource
processes to strategically direct and reward desired employee behavior.
Prior to founding his own firm 19 years ago, Pete had 15 years of extensive experience — at the plant, divisional, and corporate levels — in the Human Resource and Customer Satisfaction fields. Pete held managerial positions — to include V.P. of Human Resource and Quality positions — with Allied Signal, Imperial Chemical Industries, Reynolds Metals, Charter Medical, and Access Integrated Networks.
A significant amount of Pete’s
30 plus years of experience has involved working within and consulting
with rapidly growing organizations to achieve objectives such as:
> completely developing the
human resource function and staffing a 300 person
manufacturing facility in order to become fully operational in 7 months
> creating and delivering the human resource services necessary to
support a for-profit hospital management firm’s growth from 18
to 85 hospitals with the addition of 8,000 employees over an 8 year
period
> designing and delivering the implementation of a customer loyalty
enhancement and recovery program for the premier international data
storage provider while the company was doubling in size every 6 months
Pete also frequently creates and facilitates a wide
variety of management development programs for organizations such as
the American Management Association — “ Profiting from Total
Service Leadership, “Achieving Excellent Service on the Front
Line,” “Customer Satisfaction Measurement,” and “Customer
Satisfaction Recovery.” Employees from over 3,000 organizations
have benefited from Pete’s experience and insightful perspectives.
Pete holds a B.A. degree in Psychology from Emory and Henry College
and Masters degrees in both Business Administration and Industrial Psychology
from Virginia Commonwealth University.
