Michael J. English

BIOGRAPHY

Michael J. English - Biography

Michael is one of three founding partners of Best Practices Benchmarking & Consulting LLC, a research driven, management consulting, and publishing firm that is a world-leader in the field of best practice benchmarking. Since 1985, he’s focused himself on passionately “pushing the envelope” to achieve the most superior customer-focused business performance results. This journey has involved mastering applications of performance excellence (Baldrige Criteria) assessments, customer satisfaction measurement/loyalty, self-directed teaming, ISO/TL 9000, managing by process, knowledge management/transfer, leveraging intellectual capital, customer relationship management, benchmarking, supply-chain management, and continuous improvement.

As Director of Quality and Customer service, he led GTE (now Verizon) Telephone Operations’ 1989 Malcolm Baldrige Award application and site visit teams. He helped shape the Total Quality Management System of GTE Directories, playing a key role when they won the 1994 Baldrige Award. In fact, Michael served four years (1993-96) as a Baldrige examiner. During 1995 he co-chaired the team that researched and developed a master plan for continuously improving all the key processes of GTE Telephone Operations. In 2008, Michael broadened his consulting practice into China (Shanghai and Shenzhen) beginning with his successful completion of a 6-month performance excellence assessment of a world-class telecom supplier.

Articles he’s published or co-authored include: Rapid Knowledge Transfer: The Key to Success (February 2006), Quality Progress; Baldrige Examiners, They’re Winners, Too (1994); How to Manage Outside Consultants (1991); Service Quality Surveys in a Telecommunications Environment (1990).

Collaborating with co-author Christopher Bogan during 1994, they published the McGraw-Hill book Benchmarking for Best Practices: Winning through Innovative Adaptation. Published in four languages, this book was for years highly regarded by performance improvement practitioners around the world. During 2002, Michael published Not Forgotten, a historical novel that dramatizes, excites, and reveals how war can affect a family, relationships, and has so many ripple-effects on humanity.

In January 2006, Michael and Bill Baker published the McGraw-Hill management book Winning the Knowledge Transfer Race, which documents how best practices, learning, the transfer of knowledge, and the leveraging of intellectual capital creates a roadmap for sustainable competitive advantage.

Michael earned a Master’s of Arts degree in Economics from California State University, Sacramento. He’s a senior member of the American Society for Quality, ASQ Dallas #1402, and has held a variety of positions such as Section Chair, Chair-Elect, Tutorial Chair, Program Chair (TL9000 Special Interest Group), and Nominations Chair.