PROFESSIONAL BIOGRAPHY

Bob has a long and passionate interest in the development and use of measures that assist an organisation to achieve its goals.  

His experience includes the design and development of performance measures, as well as the construction and implementation of cost effective computer systems to collect, store and report the measures in user friendly formats.  The collection and presentation phases of performance measurement (ie the transformation of data into information) features highly in his career. 

He has worked in the service industry for much of this career, moving into his own business  - specialising in performance measurement, data retrieval and reporting systems  - six years ago.  He has extensive theoretical and practical level experience in process improvement, mapping, re-engineering – with particular emphasis on the measurement aspects. 

His reFlector Performance Measurement System has been implemented in ENERGEX (with customisations and named internally Screamin' Success), and Caloundra City Council.

WORK HISTORY

• Partner, R E Esler and Associates, Performance Measurement Consultants and Software Solutions, since 1996
• Australian Quality Council, Benchmarking and Performance Measurement Consultant, 1996
• Manager – Accountabilities and Measures, Organisational Effectiveness Branch, Commercial and Consumer Division, Telstra, 1995 – 1996
• National Process Owner – Operations Reviews, Service Delivery Unit, Commercial and Consumer Division, Telstra, 1994 – 1995
• Manager – Process Management,  Operations Performance and Quality, Commercial and Consumer Division, Telstra, 1992 – 1993

ACHIEVEMENTS

• Identifying and defining hierarchical sets of measures for service organisations that link to organisational goals.  Employment of a five stage process ensures that the measures reflect Organisation Strategy/Direction, can be assigned ownership/accountability, are defined, are actionable, and are integrated
• Building reporting systems to deliver measures to the people who need them, when they need them, ensuring that measurement
• results are presented in a manner that enhances decision making.  The systems employ Oracle, SQL Server or MS Access databases for their central data store.
• Designing and building data capture systems and processes to assist organisations in gathering performance data previously not available. 
• Investigating data sourcing for performance measures from Client computer and manual systems, making recommendations and building data extraction programs/methods required for performance reporting.
• Process Improvement – team leader/ participant/trainer of process improvement teams.  Such teams are required to understand the current process, the issues surrounding it, map and measure the existing process, design and implement the new process, and use measures to confirm the desired changes have been achieved.
• Major contributor to Telstra Standards "Guide to Process Improvement",  "Guide to Process Re-engineering", "Development of In-process Measures", DTIR Qld "Process Improvement Methodology" .
• Development of Corporate software systems to report and display organisational performance data
• Process mapping and benchmarking in service, education and primary production industries.