SUSAN PAGE has recently retired as a manager of HRIS for The Walt Disney Company where she supported several human resource systems. Prior to joining the Disney family in 1997, she performed business process consulting for several years in New England and in the Southeast area. She has industry experience in the entertainment, banking, computer, and health care environments.
In addition to Susan's focus on process improvement, she has started writing a new book on employee performance, taking into account her more than 25 years leading people. She has seen the good, the bad, and the ugly, which she shares in her work. Many stories look at how she handled poor performers (and she has seen more than her share), but she also shares insight into leading high performers (often those taken for granted). Just as she does with her process books, Susan shares the "ins and outs" of her experiences with what works and what does not work in leading human beings.
Her writing style is practical and to the point. Susan enjoys sharing what she learns and strives to help others with her easy-to-understand books.
Susan started focusing on improving business processes in the mid-1990s when there was somewhat of a clash between the total quality management and reengineering camps. She led the effort to reengineer the learning and development process for a major computer company and over the years, has stepped into countless situations when there is a lack of clarity, dysfunction among departments, unanticipated problems, or when a new opportunity presents itself. Sometimes her job description includes this work, but often it does not.
Over these years, Susan assumed responsibility for many "problem" employees. Not all were actually problems, but rather required trust, direction, and coaching.