Amy Friend

Learning and Performance Improvement, Management Consulting

I'm Amy Friend. I work in the field of Learning and Performance Improvement getting results through instructional design, training, and quality process improvement. I have experience with service business, knowledge management, eLearning, technical communications, product development for regulated products such as medical devices, diversity, change and conflict management, and imaging. I have worked globally, leading local and virtual teams of 24 with budget of $3M. I have a healthy impatience for fixing performance gaps!

Amy Friend's Bio:

Amy Friend's Experience:

• Manager of Learning Technology & User Experience at Corning, Inc

  January 2016 - Present | Corning, NY

  Manage global learning systems with 60,000+ active users and 1.3 million annual completions. Improved user experience over 50% across learners, managers and training administrators with SumTotal LMS. Designed and developed learning experiences using agile and MOOC principles. Programs have resulted in reduced user support rate, decreased cost per user, increased completion rate and won a Brandon Hall Award. Collaborated with 200+ global Training Coordinators to improve administration processes and quality of learning. Govern content quality and functionality with the Curriculum Advisory Council and Regional Learning Team. Managed Supplier Partner Relationships to influence product quality and functionality. Delivered over $7 in cost savings for operational excellence. Established learning marketing campaign to promote learning opportunities for Corning learners; increased elective learning by 200% Managed support function that reduced escalations and enabled scalable growth where users increased 30% support increased only 10%. Implemented sourcing strategy for learning content that improved quality, enabled efficient exit from Flash, and reduced cost through curation and alternate sourcing options, valued at $2.5M. Established model to efficiently onboard new employees and acquisitions with Intrepid Learning Experience System. Resulted in 85% reduction in support rate, improved engagement and garnered HCM Brandon Hall Award for learning experience "Become Corning New Employee Orientation." Work with business leaders to drive better value from learning including enterprise safety training model enabling $777,000 in cost avoidance, plant job certification model to improve talent management for manufacturing, and extended use of LMS for use by external customers and suppliers to enable new revenue opportunities.

• Adjunct Faculty at Rochester Institute of Technology

  1996 - Present

  Develop and teach classroom and online courses in Instructional Design and Performance Technology Principles. Consult with local businesses on instructional design systems and standards. Develop, teach, and evaluate training programs in instructional / presentation design, computer graphics, materials and processes of photography, electronic still video, and biomedical photography. Maintained Presentation Graphics Lab. Negotiated with vendors for services and donations. (1) Presented/published frequently at conferences on topics including training design, needs assessment, media delivery strategy, planning, development and evaluation of training. (2) Nominated for Adjunct Faculty Teacher of the Year Award (3) Frequently on Top 10 List for Most Student Interaction for Online courses

• Instructional Designer and Online Program Manager at School of Veterinary Medicine, Cornell University

  October 2014 - January 2016 | Ithaca, NY 14850

  Work with Cornell faculty and product development to create content for continuing education of veterinary professionals. Courses in process include physical exam series with neurology and dental, teamwork and communication skills, CPR Re-certification, and Pet Owner CPR. Establish agile practices to reduce course development time and cost by approximately 50%. Includes new adaptive elearning templates, course planning tool to better predict schedules and cost, Pilot cloud-sourcing for media assets. Reduced time 92%(3months to 7 days) and cost 99% (2500 to 25). Integrate marketing requirements as part of course development process to enable digital marketing. Examples include blog stories, event support, branding, website redesign Implemented "What's Your Diagnosis" with a "click to open" rate of ~20% Designed dental curriculum with a blended model capable of doubling the throughput of students. see less

• Learning Experience Designer at eCornell

  July 2012 - October 2014 | Ithaca, NY 14850

  Design and develop distance learning offered by Cornell for business. Transform Work- Applied agile methodologies and digital technologies to transform elearning course development process for ivy league university. Results: Reduce development time from 12+ months to 3 weeks and reduce cost by 94% which enabled timely refresh of product catalog and competitive time to market for new offerings. Developed elearning certificates in areas of employee engagement, talent management, remote work, social media policy, diversity and inclusion, disability, and plant-based nutrition.

• Graduate Adjunct Faulty at Ithaca College

  September 2012 - January 2013 | Ithaca, NY 14850

  Teach graduate course "Strategic Communications."

• Manager, Technical Communications, Training & Localization at Carestream Health

  2007 - 2012

  Working-Manager of department with $3M budget and $9M client aop with a worldwide team of 25 employees and vendor management responsibilities. Includes the creation, localization, content management, and deployment of product interventions (documentation and training) for medical device company. Target audiences included customers, service, sales, and channel partners. Develop training and deploy programs through Learning Management System (LMS). Company champion for quality system for product documentation and training to ensure usability and adherence to regulations. (1) Sourcing Strategy- Expanded services from 18 to 42 for new company start-up. Sourced with internal and external resources that saved $1,055,031 over 4 years. This includes writing, illustration, editing, training development and multimedia. In-sourced new services including project management, av, photography, video, audio, 3-D and animation rendering cutting these costs by 33 to 50%. (2) Increased content reuse to save an average of 53% in translation memory usage for a 5 years savings of $8,202,898. This enabled the business to expand to additional markets by increasing the languages available by 102% on average across product lines. (3) Managed vendors to save $1,010,372 over 4 years through negotiated vendor rates, process improvements, cost recovery, & PO/contract management. (4) Low Cost Service Model- Implemented improvements in usability and cost to Service Portal. Implemented Entitled Access enabling Dealer Channel Model. The number of users grew 208% over 5 years while support rate decreased 64%. . (5) Scalable Growth Through Online Learning-Reduced administration costs of learning management system by 50% and enabled an increase in throughput enabling online learning for product training and non employee use. The number of users increased 11% overall with the support rate remaining flat at 6%; The course completions increased 48% and the cost per course completed reduced 75%..

• Supervisor of Pubs & Training, Technical Knowledge Management at Eastman Kodak

  2005 - 2007

  Lead team of 14 Training Designers and Technical Writers to create product documentation and training for company products. Meet schedule and budget requirements of product development teams. Improve internal client satisfaction with services provided. Assess target audience needs for technical communications deliverables to address performance gaps. (1) Successfully manage client annual operating plan of $6 million with programs delivered on time. (2) Top 2 box client satisfaction completely satisfied/satisfied of 95%. (3) Maintained employee productivity of 88% billable time with 85% target. (4) STC Associate Fellow, 2007

• Quality Consulant, ASQ Certified Quality Manager, Black Belt in Global Service at Eastman Kodak Company

  1999 - 2005

  Manage quality system for worldwide service and support organization including Parts Management, Marketing, Training, Customer Contact Center, Field Repair, Depot Repair, and Service Contracts. Managed Strategic Quality Assessment & Portfolio working with senior leadership team. Implemented quality system for service organization including training for employees worldwide. Developed and taught quality/Lean training courses and coached Six Sigma Black Belt Candidates. • Facilitated improving customer satisfaction of global service organization. Resulted in 15 percentage point increase over 4 years. Annual improvement of 15 percentage points in Asia. • Facilitated cross-functional initiatives to reduce cost, cycle time, and defects. Resulted in - Reduced average 60% defects and 50% in cycle time for corrective action processes over 2 years - Saved $12M in Warranty cost over 2 years for 5 product areas • Received “25 Up & Coming Women Business Award”, Rochester Women’s Network, 2003 • Received STC Excellence Award for “Kodak Delivers What Customers Want” interactive computer training.

Amy Friend's Education:

• American Society for Quality (ASQ)

  Certified Quality Manager & Black Belt

• Career Development Services

  Woman To Woman Leadership Development

• Eastman Kodak, COQ

  Certified Black Belt
  Concentration: Service

• Rochester Institute of Technology

  BS
  Concentration: Biological Photographic Communications
  Activities: Biological Photographic Communications BPA BPSA The Big Shot Student Government

• Rochester Institute of Technology

  Master of Science (MS)
  Concentration: Instructional Technology

• UCLA

  Executive Leadership Program

• Cornell University

  Certificate for Project Leadership

• Cornell University

  Certificate in Hotel Revenue Management

Amy Friend's Interests & Activities: