Vicki is a passionate and experienced catalyst and coach that partners with leaders throughout organizations to identify and drive improvements that matter to employees, customers and shareholders. She has spent more than 30 years, both as an internal and external consultant, to influence mindset to deliver the best outcomes for employees, customers and ultimately, shareholders. Her career started in the early 1980s doing research and translation of how Japan was achieving such top Quality results, and continued through high tech and healthcare employing quality improvement, lean six sigma, customer experience and design thinking frameworks and methodologies.
Her work experience spans industries in the U.S., Japan and Europe, and includes: high tech (NeXT Computer, Apple, Symantec & Cisco), electric utility (Florida Power & Light), defense (Hughes Aircraft), construction (Shimizu), film (Pixar), software (ADPgsi, KANA & Intuit), and healthcare (Palo Alto Medical Foundation, La Clinica de La Raza & Veterans Affairs Palo Alto Healthcare System). She has led teams in Quality, Project Management, Operations, HR, Merger Integration, Process Excellence and Customer Experience. She is passionate about helping people discover what needs to be done to improve the customer’s experience, and coaching employees to be the best they can be.
Vicki is a mother of four, married to her life partner, Peter Higa, and is a consummate volunteer. She and Peter co-founded Animal Assisted Happiness in 2009, which is a place for children with special needs to interact with animals and find happiness. Her mantra of never let the crystal balls drop reminds her to focus on health, family, faith and her friends.