Jacalyn Smeltzer, Ph.D.

Current

• Program Manager, Web Reservations at IHG

Past

• Manager, Business Process & Knowledge Management at enGenius Consulting Group
• Manager, Business Process at MARTA
• Manager, Information Technology at The Home Depot

• Lead Business Analyst at The Home Depot
• Process Consultant at MEDAxiom
• Knowledge Manager at Conner Partners
• Knowledge Manager / Senior Performance Consultant at Triad Performance Technologies, Inc.
• Performance Consultant at Independent Contractor (Sole Proprietorship)

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Education

• Western Michigan University
• Indiana University

Recommended

22 people have recommended Jacalyn

Connections

265 connections

Industry

Information Technology and Services

Jacalyn Smeltzer, Ph.D.’s Summary

Jacalyn has over 13 years experience helping organizations work better—smarter and faster. She has worked in a diverse set of industries helping such companies as The Home Depot, Volkswagen of America, Kmart, The Dow Chemical Company, Dow Corning, Daimler Chrysler Services, Amway, Steelcase, Sherman Williams, Pharmacia & Upjohn Pharmaceuticals, Columbia Heart Clinic, and Kalamazoo Regional Educational Services Agency.

From consulting with various business functions on performance needs, business process management, and document or knowledge management to managing large-scale performance improvement initiatives, Jacalyn has experience across multiple business forums and audiences. Her expertise is in business process management and high-impact performance improvement systems—that is, systems that impact human performance on the job. In this vein, she has led the implementation of comprehensive knowledge management systems, major business process re-engineering efforts, and managed IT operations groups. Her other proficiencies include change management, blended learning solutions including web-based training, document-management, content-management and web-delivery systems, feedback systems; and competency models.

Jacalyn holds a Ph.D. in organizational behavior analysis from Western Michigan University and has received two awards for her work from the International Society for Performance Improvement (ISPI). She taught an advanced course in Behavior Analysis at Western Michigan University for two years; and has presented at over 12 regional, national, and international conferences.

Jacalyn also loves to write and is a frequent writer of white papers and articles including Building the Foundation for Knowledge Management published in Chief Learning Officer magazine (June 2004). In her free time, she enjoys spending time with family and friends, swimming, and boating. She currently lives in Atlanta, Georgia.

Jacalyn Smeltzer, Ph.D.’s Specialties:

CORE COMPETENCIES

* Business Process Design
* Change Management
* Content Management
* Document Management
* Executive Presentations
* Instructional Design
* Knowledge Management
* Mentoring and Coaching
* Operations
* Performance Improvement/ Mgmt.
* Project Management
* Requirements Definition
* Research and Analysis
* Resource Mgmt.
* Software Development Life Cycle
* Strategic Planning
* Taxonomy & Metadata Model Design
* Training Design & Development

Jacalyn Smeltzer, Ph.D.’s Experience

• Program Manager, Web Reservations

  IHG

  (Public Company; 10,001 or more employees; IHG; Hospitality industry)

  September 2008 — Present (2 months)

• Manager, Business Process & Knowledge Management

  enGenius Consulting Group

  (Privately Held; 51-200 employees; Information Technology and Services industry)

  February 2008 — September 2008 (8 months)

  Consultant with MARTA (Metropolitan Atlanta Rapid Transit Authority) --helping implement the smart-card technology (referred to as the Breeze program at MARTA) authority-wide. Responsibilities include working with business partners and regional partners to define and standardize key business processes and facilitate both groups in solving problems related to the Breeze implementation , and define and implement a knowledge management strategy.
  
  Experience working with smart card technology, automated fare collection (AFC) systems, city and regional transit authorities, revenue operations, bus operations, call centers, and the Nextfare and Hummingbird applications.

• Manager, Business Process

  MARTA

  (Information Technology and Services industry)

  2008 — 2008 (less than a year)

• Manager, Information Technology

  The Home Depot

  (Public Company; 10,001 or more employees; Retail industry)

  November 2006 — February 2008 (1 year 4 months)

  * Built a function responsible for business-facing web content management and portal operations processes for four portal sites (B2B, B2C, & B2E) and one commerce site resulting in a 50% reduction in year over year outages comparisons.
  * Managed the business-facing operations and processes for an enterprise-wide knowledge-sharing and collaboration application (i.e., eRoom) resulting in significantly reduced time to train new coordinators, create new eRooms and local users, and respond to business issues.
  * Managed utilization for a team of outsourced IT support resources; balancing on-shore and off-shore resources resulting in increased productivity of developers.
  * Managed the business-facing operations and processes for an enterprise-wide knowledge-sharing and collaboration application (i.e., eRoom).
  * Managed utilization for a team of outsourced IT support resources; balancing three on-shore and five off-shore resources.

• Lead Business Analyst

  The Home Depot

  (Public Company; 10,001 or more employees; Retail industry)

  August 2005 — November 2006 (1 year 4 months)

  * Developed estimates and project plans for projects. Identified and/or organized requirements and formalized them into project opportunities.
  * Managed resolution of critical issues to prepare for the launch and post-launch operations of Home Depot’s e-commerce site (www.homedepot.com).
  * Led a Home Depot Documentum-Portal Users Groups (DPUG) for Documentum and Portal business users across the organization to drive knowledge-sharing across in different business units.
  * Led three functional groups, each owning an internal portal site, on redesigning their taxonomies to support a transition from centralized to decentralized authoring and an automated review and approval process (i.e., workflow).

• Process Consultant

  MEDAxiom

  (Privately Held; 11-50 employees; Management Consulting industry)

  October 2004 — April 2005 (7 months)

  *Worked with cardiology practices to define organizational goals, key medical processes, process metrics; collect and analyze data in order to make recommendations for improvement, which will result in significant increases in revenues.

• Knowledge Manager

  Conner Partners

  (Privately Held; 11-50 employees; Management Consulting industry)

  February 2004 — September 2004 (8 months)

  * Defined the corporate knowledge management strategy and led the implementation of the resulting initiatives and projects, which resulted in the company’s first knowledge management system.
  * Selected and managed a team of internal resources and external vendors in the selection, design, and implementation of Plumtree portal thus providing web access and search functionality to corporate knowledge for geographically dispersed consulting staff.
  * Managed and negotiated vendor activities, including the Request For Proposal (RFP), Vendor Selection, Statement of Work, and Master Service Agreement processes, for vendor-delivered initiatives, software licensing, and annual support agreements.
  * Defined key business processes, taxonomies, and metadata models which resulted in a performance-based knowledge management system.

• Knowledge Manager / Senior Performance Consultant

  Triad Performance Technologies, Inc.

  (Privately Held; 51-200 employees; Management Consulting industry)

  July 1999 — February 2004 (4 years 8 months)

  * Managed the selection, design, and implementation of Changepoint (a professional services automation application) and integrated it with Great Plains (an accounting application), which decreased the invoicing cycle time from 14 to 4 days.
  * Managed and negotiated vendor activities, including the Request For Proposal, Vendor Selection, Statement of Work, and Master Service Agreement processes, for vendor-delivered initiatives, software licensing, and annual support agreements.
  * Managed the design and implementation of core business processes, which resulted in increasing project management compliance from 65% to 95%, and a performance-based knowledge management system, which returned 100% of the investment in 16.2 months.
  * Worked as a client-facing project manager and consultant on process improvement and training-related projects (including web-based training) for various Fortune 500 clients.

• Performance Consultant

  Independent Contractor (Sole Proprietorship)

  (Sole Proprietorship; Myself Only; Management Consulting industry)

  August 1997 — July 1999 (2 years)

  * Managed the Association for Behavior Analysis (ABA) annual bookstore in its second and third years of operation and defined and implemented its core business process, which resulted in a 110% increase in revenue compared to the first year.
  * Provided coaching to pharmaceutical sales representatives, scored their performance to ensure core competencies were achieved.
  * Defined key business processes for a regional educational system which allowed leadership to implement a training program to new staff.

Jacalyn Smeltzer, Ph.D.’s Education

• Western Michigan University

  Ph.D., Organizational Behavior Analysis, May 1996 — June 2003

  Activities and Societies:

  * Dissertation: “A Behavior Systems Analysis Approach to Designing a High-Impact Knowledge Management System”
  * Grade point average of 3.9 out of 4.0
  * A degree that focuses on how to help the people in organizations work better through interventions aimed at six key performance improvement variables including environmental and individual factors
  * Coursework on advanced systems analysis, process analysis and improvement, instructional design, and behavior-based measurement systems

• Indiana University

  BA, Psychology, August 1994 — April 1996

  Activities and Societies:

  *Grade point average of 3.7 out of 4.0

Additional Information

Jacalyn Smeltzer, Ph.D.’s Interests:

APPLICATIONS * Captivate * Changepoint * Documentum * Documentum Web Publisher * Enterprise Vault * eRoom Collaboration * Idiom WorldServer Translation System * MS Office Professional Suite * MS Project Server * Plumtree Portal * Test Director 8.0 * WebSphere Portal

Jacalyn Smeltzer, Ph.D.’s Groups:

* Project Management Institute 2005-present
* Completed Project Management Professional (PMP) training
and qualified to take PMP certification exam 2005
* Women In Technology 2004-present
* Certified Performance Technologist credential 2003-2006
* International Society for Performance Improvement 1998-2006
* Association for Behavior Analysis 1996-2003

•    InternetRetailing
•    Agile Alliance
•    E-Business Events (emarketing, ecommerce, ebusiness...)
•    Organizational Behavior Management (OBM) Network
•    Indiana University Alumni Network
•    The Home Depot - Employees & Alumni
•    Enterprise Content Management & Delivery (ECMD)
•    Hotel Technologies & Software
•    Agile Project Management Group
•    ECOM - ecommerce and online marketing (2000+ Members)
•    Knowledge Management
•    I-O Practitioners Network
•    Agile Project Managers
•    Agile
•    Customer Analytics Group
•    Hotel Industry Professionals Worldwide
•    Organization Development Network, OD Network, ODN
•    Western Michigan Alumni
•    WMU - Psychology Graduates Networking

Jacalyn Smeltzer, Ph.D.’s Honors:

* Awarded by the International Society for Performance Improvement (ISPI) the Outstanding Performance Aid award for implementing a knowledge management system that returned 100% of the investment in 16.2 months and then continued to save the company 57k annually - 2004.
* Awarded by ISPI the Outstanding Human Performance Intervention award for work implementing Changepoint and Triad’s key business processes - 2002.

Jacalyn Smeltzer, Ph.D.’s Contact Settings

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