CSL ADVISORY BOARD MEMBERS AND STAFF DIRECTORS

Jose Avalos is the Director of Retail & Digital Signage for Intel Corporation in the Embedded & Communications Group. In this role, Jose leads Intel's worldwide Retail & Digital Signage businesses and his organization is responsible for delivering Intel's Intelligent Retail & Digital Signage Platforms, as well as initiatives to fuel the growth of these Industries. Jose has a multi-faceted career with numerous General Management and Director level positions at Intel in Business, Marketing and Engineering. Prior to his current role, Jose was General Manager of Intel's Ultra-wideband Networking Operation. Jose is a veteran of the Semiconductor Industry with the last 22 years at Intel Corporation. He has represented Intel at SEMATECH and at the Arizona Hispanic Chamber of Commerce advisory boards, and currently represents Intel in the Digital Signage Association advisory board. He received his BS EE from the University of Illinois at Champaign-Urbana and his MSE in EE from the Arizona State University. In addition, Jose has completed Executive Leadership Programs at the Darden School of Business at the University of Virginia and at the UCLA Anderson School of Management.

In her career as a professor and researcher in services marketing, Mary Jo has been recognized as one of the founders and leaders of this field of study worldwide. At ASU she was a founding faculty member of the Center for Services Leadership and has been a leader in its emergence as the premier university-based center for the study of services. Mary Jo led the development of the W. P. Carey MBA services specialization, a focus within the school's nationally ranked MBA program. Alumni of this program now work in companies across the U.S. leading the implementation of services and customer-focused strategies. Mary Jo is co-author of Services Marketing: Integrating Customer Focus Across the Firm (McGraw-Hill, Fourth Edition, 2006), a leading text in services marketing used at universities across the U.S. and worldwide. She was the recipient of ASU College of Business' Graduate Teaching Excellence Award, and has consulted and worked with numerous businesses including IBM, American Express, Ford Motor Company, Caremark, Yellow Corporation, and Mayo Clinic on service quality and customer satisfaction topics. In 2003, she was awarded the "Career Contributions to the Service Discipline Award" presented by the American Marketing Association. Currently Mary Jo provides leadership for trans-disciplinary services science initiatives at ASU and is a frequent speaker at international conferences focused on this topic. Mary Jo's research is concerned with how customers evaluate service encounters and the strategic roles of technology and contact employees in determining customer satisfaction with services. She has published articles relevant to service industry management in the Journal of Marketing, Journal of Business Research, Journal of Retailing, International Journal of Service Industry Management, Journal of Service Research, Journal of the Academy of Marketing Science, Academy of Management Executives, and the CACM Journal.

As president and chief executive officer of Blue Cross Blue Shield of Arizona, Richard L. Boals provides his strategic vision and expertise to the state's leading health insurer. Boals joined Blue Cross Blue Shield of Arizona in 1971 and has served in a variety of capacities, seeing the company through numerous years of stability and success. Prior to his appointment to chief executive officer in April 2003, Boals served as president and chief operating officer. Boals is a member of the board of directors for Blue Cross Blue Shield of Arizona, as well as for the Blue Cross and Blue Shield Association and TriWest Healthcare Alliance, an organization dedicated to meeting the health care needs of our military. In addition, Boals serves as president and board member of CSA General Insurance Agency Inc., a Blue Cross Blue Shield of Arizona subsidiary. His commitments don't end there: Boals is active in the community, and has been involved with countless professional and local organizations. He chooses to be aligned with Arizona organizations that focus on youth and education; health, wellness and human services; economic and civic development; and arts and culture. Recent awards recognizing Boals' role as a community and business leader include the Maricopa Community Colleges Foundation's Heroes of Education Award, the Victoria Foundation's Advocates for Education Award, the ASU Alumni Leadership Award, the American Jewish Committee's National Human Relations and Centennial Leadership Awards, the Anti Defamation League's Jerry J. Wisotsky Torch of Liberty Award, and the Greater Phoenix Urban League's Whitney M. Young, Jr. Individual Award. Boals received his bachelor's degree in accounting from Arizona State University and an associate's degree from Phoenix College. He has completed executive development courses at Fuqua School of Business at Duke University, Haas School of Business at the University of California, Harvard University and University of Michigan. Boals served four years in the United States Air Force before beginning his career at Blue Cross Blue Shield of Arizona.

Tim Brison is senior vice president of Post-Sales Support & Promotions at Sony Electronics where he oversees service operations, engineering, and customer support, including CRM and product compliance/safety and quality. Tim also has responsibility for selling premium services both on line and brick & mortar. Tim joined Sony in 1979, and during a span of more than 30 years, has served in operations, engineering, manufacturing, quality control, SCM and new business development. Tim holds a Bachelor of Science degree in business management from University of Phoenix, is a certified six sigma black belt, and certified support manager. He also holds several certificates from a breath of technical and leadership programs. Tim is a current member of the American Society for Quality.

In his career as professor, researcher and founding director of the Center for Services Leadership in Arizona State University's W.P. Carey School of Business, Steve Brown has achieved international recognition for his work in services marketing and management, dealing with such issues as service quality, recovering from service failures and building services in product-dominated companies. The field of services has enjoyed tremendous growth and recognition, thanks in part to Steve's contributions, and its leaders acknowledge him as one of its instrumental founders and among its current thought leaders. The Center for Services Leadership, created in 1986 behind Brown's vision and the support of the business community, is now considered the premier university location for research and education in services management and customer focus. Intangibles magazine calls it "the Mecca" for those interested in services. A prolific researcher and author, Steve has co-authored and co-edited 20 books and over 150 articles. He is co-founder and co-chair of the International Quality in Services conferences held every other year in Sweden or North America, a past international president of the American Marketing Association and is a Winspear Visiting Scholar at the University of Victoria in Canada. He serves on the boards of directors of neoIT and The HSM Group and the advisory board of Vestor Partners. Steve has earned numerous international and university-wide awards for distinguished contributions to his discipline and to the community such as American Marketing Association's prestigious Career Contributions to Services Marketing award and honorary doctorate degrees from the HANKEN School of Economics in Finland and recently from Karlstad University in Sweden. He has also been recognized by the Association for Service Management International as its Educator of the Year. His students consistently rate Steve as one of their most inspiring professors, and he is sought after as a speaker for conferences around the world.

Kevin Burkhard is the Director of Strategic Initiatives for the Center for Services Leadership. He is responsible for providing leadership and coordination of high-impact initiatives that will further the Center's vision. In this role, he works closely with members of the academic, business, and government communities to advance thought leadership in service science and innovation and deliver superior value to key Center stakeholders. Prior to joining the Center, Kevin was a management consultant with significant experience advising senior business leaders. He most recently was Vice President of Consulting Solutions at Synovate. At Synovate, he co-led the growth and management of the Consulting Solutions group through his involvement in marketing and business development, client engagements, and knowledge codification and transfer. He served numerous leading companies including Cardinal Health, Microsoft, Sony, and Whirlpool. Before joining Synovate, Kevin was a Senior Practice Associate at McKinsey and Company in Los Angeles. He was a core member of the Firm's Service Strategy and Operations Practice. While at McKinsey, he led and supported client engagements and developed Firm expertise in Service Growth for Product-Based Companies, Customer Care in the New Economy, and Revenue Generation through Contact Centers. Kevin earned his M.B.A. in Services Marketing from Arizona State University in 2000. He also holds a B.A. in Political Science from The University of North Carolina at Charlotte.

Dr. Caselli is Professor of Neurology, Mayo Clinic in Arizona, a member of the Mayo Clinic Arizona Executive Board, and he recently stepped down as chair of the department of Neurology, a capacity in which he served from 2000 through 2009. He has served as Chair of the Mayo Clinic Arizona Service Committee since 2008, and is also Clinical Core Director of the Arizona Alzheimer's Disease Center which comprises the six major academic tertiary care medical centers in Maricopa and Pima Counties. He is a graduate of Columbia College, and Columbia College of Physicians and Surgeons. He pursued his Neurology training at the Mayo Clinic in Rochester, Minnesota and received the Woltman Award for outstanding clinical performance during his training. He completed a fellowship in Behavioral Neurology and Cognitive Neuroscience with Dr. Antonio Damasio at the University of Iowa (1987-1988) after which he joined the staff of the Mayo Clinic (Rochester, Minnesota subsequently transferring in 1990 to Scottsdale, Arizona where he has been since). His clinical specialty is Behavioral Neurology, particularly regarding Alzheimer's disease and related cognitive disorders in adults. His research centers on cognitive changes related to aging and Alzheimer's disease. He has received the Teacher of the Year Award (Medical Specialties) in three consecutive years (1995-1998), and the Lifetime Educator Award (2007). In 1999 he received the Mayo Clinic Arizona Distinguished Clinician Award, and in 2002 the Distinguished Investigator Award. His research has generated numerous scientific publications in leading medical and scientific journals including the New England Journal of Medicine, Proceedings of the National Academy of Science, and many others.

Bryan Charnock is the Head of the Service Parts Management Line of Business within the Global Solutions organization at SAP. His responsibilities include designing, delivering and promoting market-driven and innovative end-to-end solutions that empower SAP's customers to be best-run aftermarket sales and service businesses. Bryan has been with SAP since 1992 in various roles including consulting, development/engineering, sales and solution management, focusing primarily on SAP's Enterprise Asset Management, Service Management and Service Parts Management solutions. He holds a B.S. in Information Studies and an M.B.A. from Drexel University. Bryan works out of the SAP Newtown Square office near Philadelphia in the USA.

In August 2010 Steve Church was named executive leader of the Avnet Logistics Services business unit, later rebranded as Avnet Integrated Resources. Mr. Church is charged with growing this reverse logistics business organically and through strategic acquisitions. Economic, environmental and technological issues have created new global opportunities for repair or refurbishment of end-user goods, and for recapture of base and rare earth materials, and plastics. Avnet Integrated Resources' mission is to provide these lifecycle management services to benefit industrial customers, consumers and the earth. Additionally, Mr. Church is responsible for Avnet's global customer engagement program, corporate business development and innovation. The corporate communications function reports to him as well. He reports to CEO Rick Hamada. Mr. Church previously led the company's global efforts in operational excellence, applying a philosophy of process and system improvements to achieve cost savings, decrease cycle times, enhance customer service and improve overall operational efficiencies. Mr. Church also served formerly as chief human resources development officer, where he used his skills in strategy development, execution and team-building to carry forward a solid program of people development and became well known as a strong advocate of employee engagement. Before taking on human resources and organizational development, he was president of Avnet Electronics Marketing, Americas and co-president of Avnet Electronics Marketing, Global. Earlier in his career he held positions within Avnet such as vice president/Southwest area director for Hamilton Hallmark and vice president of corporate marketing for Hamilton Hallmark. Before joining Avnet in 1991, Mr. Church was employed for 12 years by Signetics (now NXP, formerly Philips Semiconductor) where he served as Western area manager and director of distribution. Prior to Signetics, Mr. Church was employed by Schweber Electronics, where he served as general manager for the Southern California division of the company. Mr. Church serves on the boards of advisors for Texas A&M University's Industrial Distribution Program and Arizona State University's Center for Services Leadership at the W.P. Carey School of Business. He was honored in December 2003 by the Professional Association for Industrial Distributors for his outstanding support and dedication to the industrial distribution program at Texas A & M University. In 2009 Mr. Church joined government and business leaders from Arizona as a strategic advisor on the cabinet of the Phoenix Biomedical Campus, a new academic medical center in development. He holds a Bachelor of Science degree from Cal Poly Pomona.

Bernie Clark is head of Schwab Advisor Services, which provides custodial, operational and trading support for approximately 6,000 independent investment advisory firms. Clark first joined Schwab in 1998 as head of trading and operations for the advisor business and in 2002 joined Schwab Investor Services in a client services role. In 2005, Bernie returned to the advisor business as head of sales and relationship management. He took on his current role as head of Advisor Services in February 2010. Prior to joining Schwab, Clark was managing director at Deutsche Morgan Grenfell in London, where he was responsible for global market sales, hedge fund operations and technology. Previously, he held client service and operations positions at Salomon Brothers and Emigrant Savings Bank. Clark earned his Bachelor of Science degree in accounting from St. John's University in New York. Schwab Advisor Services is a division of Charles Schwab & Co., Inc. (member SIPC), which is a subsidiary of The Charles Schwab Corporation (NYSE: SCHW).

Tom Curran joined Edward Jones as a financial advisor in 1992 and opened an office in Brighton, Mich. A year later, he relocated to Geneseo, Ill., where he remained for the next 12 years. Curran was named a limited partner with the firm in 1997. In 2001, Curran participated in the Global Edward Jones Organization class, researching opportunities in additional foreign markets for the firm. In 2006, he was named a principal and invited to relocate to the firm's St. Louis home office, where he served in the Financial Advisor Development department as an area leader with responsibility for financial advisors in the Northeast. In 2009, he accepted the Banking Services global leader position, and a year later, Curran assumed leadership of the Service division, where he is now responsible for the performance of the division, including Account Services, Product Services, the PASS Program, Business Solutions Service, Client Support and Operations and Service Training. Curran is a member of the firm's Management Committee. Throughout his career with Edward Jones, Curran has volunteered as a visiting veteran, a training mentor and a new financial advisor support specialist. As his business grew, he brought in another financial advisor to help him better serve clients. Curran also served as a regional leader from June 2001 to December 2005 with responsibility for the success of 77 other financial advisors in northwest Illinois. Curran earned a bachelor’s degree from Augustana College in Rock Island, Ill., and a master’s degree from the University of Iowa. In addition, he attended the Securities Industry Institute at the Wharton School of Business in Pennsylvania and holds an AAMS® professional designation.

Mr. Dudzinski has a B.S. in Electrical Engineering from Cornell University and Master of Business Administration from Harvard University. He has been with the General Electric Company for over 20 years. His GE experience includes manufacturing, engineering and P&L management. He has had assignments in business integration and negotiating international joint ventures. His primary areas of responsibility have been in marketing. This includes new product and market development, new product introduction, product management, commercial operations, communications and strategy. His experience outside of GE includes managing industrial automation P&L's for European companies. He is presently responsible for marketing at GE Energy. GE Energy is one of the world's leading suppliers of power generation and energy delivery technologies, with revenue of over $26 billion. GE Energy works in all areas of electric generation including coal, oil, natural gas, nuclear, wind, solar, biogas, and other alternative fuels. GE Energy is a major supplier in T&D. It has the broad supply of offerings for the Intelligent Grid. It is also a major supplier of environmental control products and systems for asset monitoring and diagnostics. Mr. Dudzinski is the Vice Chairman of the International Electric Research Exchange (IERE). Electric utilities use this Japan based organization to exchange research in all areas of generation, T&D and energy efficiency. He is also on the board of ACCCE (American Coalition for Clean Coal Electricity).

In 1995 after 30 years of successful accomplishments at IBM, Tom founded The INSIGHT Group, a management consulting firm specializing in helping companies implement profitable high growth services business plans. Much of the firm's work deals with renovation services strategies, management systems & processes, services marketing, and services development & delivery capabilities. Tom has had a unique opportunity to observe and participate in the rapid growth of the information technology services market. He was acknowledged as one of the key architects of IBM's services business. Tom held many key management positions, including Group Director of Organization and Management Systems for IBM US, Vice President of Marketing for IBM's National Service Division where he was responsible for developing and implementing strategies to broaden IBM's services business from traditional maintenance and software support into a rapid growth high value customer services business including outsourcing services. In 1990, he was named Assistant General Manager of Services Marketing for IBM US, and was responsible for growing IBM US's overall services business at a 40 % + rate. During this time, Tom also served as chairman of the IBM US Services Executive Council and spokesperson for the US services business. In 1993, he was named Assistant General Manager of Systems Integration and Services Marketing for IBM US, with general management and P&L responsibility for the systems integration business generating approximately $1 billion in annual revenues. In his last IBM assignment, Tom was named Vice President - Global Consulting & Services where he was responsible for re-engineering IBM's rapidly growing geographic services businesses to a global services business. Today, services is IBM's fastest growing business. Tom has been credited as being one of the first to fully understand how IBM's customers' changing requirements would create tremendous new opportunities in services. Tom is a graduate of Rutgers University; He has taken advanced courses at Dartmouth Institute, Wharton School for Market Planning, Harvard Business School, and a number of advanced management classes. Tom has been a frequent speaker at industry conferences and events and has served on the board of advisors of the Arizona State University's Center for Services Leadership.

Mike Evans is Senior Vice President, General Manager K-12 Mathematics for Pearson Education's Curriculum Group, a provider of school learning solutions. Mike's responsibilities include managing financial and operational performance investment strategy and product development for Pearson's K-12 mathematics business. Prior to his current role, Mike was President of Pearson's student information business (Pearson School Systems) and lead K-12 software development and software product management for the company. Before Pearson, Mike was the Chief Operating Officer of Bigchalk, a K-12 library database provider. Mike also held various senior management positions in both broadcast and cable television including his role as Assistant General Manager of the Food Network cable television channel.

Rich is the Vice President of Corporate Quality at Cisco Systems and a member of Cisco's Customer Value Chain Management leadership team. Rich joined Cisco in January 2005, having spent 28 years at AT&T. Rich is responsible for programs to improve customer experience, through process, product and service quality. He is the operations lead for Cisco’s Quality Experience Board, bringing leaders together from across the business to drive Cisco to deliver an unrivaled customer experience. Rich had been a customer of Cisco's for a long time and played an important role in driving quality initiatives through a variety of customer forums. While at AT&T, Rich served in a variety of roles. His executive responsibilities included Global IP and Packet Network Engineering, Network IP and Data Network Services, Network Information and Recording Technology, and Network Continuity and Disaster Recovery. Rich began his career at Bell Laboratories where he worked on field studies to improve the service quality and performance of the Bell System switched network. Rich serves in an advisory capacity for the UC San Diego Jacobs School of Engineering and the University of the Pacific School of Engineering and Computer Science. He also co-chairs Cisco’s Silicon Valley Civic Council, facilitating volunteerism and philanthropy across Cisco’s headquarters campus. Rich has attended the Executive Program in Business at the University of Michigan. He has a Ph.D. in Physics from Caltech, and a Bachelor of Science degree in Physics from MIT, and he is a member of IEEE.

Dave Gonzales is Senior Vice President for State Farm Insurance Companies in the Great Western Zone. He joined State Farm in 1980 as an auto company trainee in the Greeley, Colorado, office, where he was promoted to employment assistant and personnel specialist in 1981 and assistant personnel manager in 1982. He moved to corporate headquarters as an employment representative in 1984. Later that year he was named personnel manager in the Tempe, Arizona, office where he became a management assistant in 1988. He was appointed assistant division manager in the Dallas, Texas, office in 1989, auto division manager later that year, and fire division manager in 1990. Dave was named executive assistant at corporate headquarters in 1992 and was elected Deputy Regional Vice President in the Bakersfield, California, office in January 1994. He was named VP-Operations at Corporate Headquarters in 1998, and Regional Vice President in Arizona in 2000. Dave has served on many community and higher learning institution boards. He is an alum of Southern California Leadership and is a director on the State Farm General Company Board. A native of Colorado, Dave received his bachelor's and master's degrees from the University of Northern Colorado, Greeley. He earned the Chartered Property Casualty Underwriter (CPCU) designation in 1987.

Kim Gravell is a principal member of Gravell Insights, LLC. This organization provides intuitive consultation to healthcare companies to support the development of executable roadmaps for strategic marketing and business development plans. Gravell's prior experience includes Vice President of innovation and strategy management for Cardinal Health's Channel Management business, where she led the distribution channel strategy for the acute care market. She has also held account management positions with Owens & Minor (a healthcare distributor), Purchase Connection (a healthcare group purchasing organization) and NCI (a consulting firm that serves healthcare-oriented consumer products companies). Gravell serves as an advisory board member for Arizona State University’s Center for Service Leadership. She formerly served as the vice-chair of the Health Industry Distributors Association (HIDA) Acute Care Advisory Council. Gravell is a member of Professional Women in Healthcare as well as Healthcare Businesswomen's Association. She earned dual Bachelor of Science degrees in business management and marketing from the University of Phoenix.

Cindy Grossman is vice president for IBM’s Analytics Solutions, IBM Tucson’s Site Location Executive, and IBM’s Senior State Executive for Arizona. In this vice president role, she oversees the offering strategy, growth plays and ongoing planning and execution for enhancing the IBM Smart Analytics System for IBM clients. In this role, she aligns analytics capabilities with the key Business Analytics and Optimization initiatives across IBM. As Senior State Executive, Ms. Grossman provides leadership to ensure that site and community activities are aligned closely with IBM's strategic initiatives, and spearheads initiatives to improve workplace climate. She also works with state and local elected and appointed officials to execute key priorities of IBM's Governmental Programs department. Prior to her current assignment, Cindy was vice president for IBM’s Tape and Archive Storage Systems where she was responsible for all aspects of the tape and archive storage business within IBM including profit and loss, product portfolio investments; go to market strategy and execution and customer support. Cindy began her career at IBM in June 1980, as a Software Engineer working with IBM printer technology and has held positions in software and hardware product development and test, field support, service planning, program management for disk and tape products, cost management, and worldwide storage marketing. Cindy has been working with IBM storage solutions since 1994 in various job functions, which has allowed her to gain an in-depth knowledge of the dynamics of the storage industry from different perspectives across the entire storage portfolio. Cindy has a B.S. in Computer Information Systems from Arizona State University and a Graduate Certificate in Project Management from George Washington University. Cindy has been an IBM Certified Project Manager since September 1998.

Brad Haeberle is the Vice President of Marketing for Siemens Industry, a $2.2 billion North American division of Siemens AG. At Siemens, Haeberle is responsible for driving marketing strategy, business intelligence, product and service identification d quality and customer experience for the company's five business units - Building Automation, Energy & Environmental Services, Fire/Life Safety, Security Systems and Heating/Ventilation Products. Since 2007, Haeberle has chaired the Siemens Sustainability Committee, an internal, cross functional team charged with defining the company's own sustainability efforts and implementing operational and institutional measures to help reduce the company's overall environmental footprint. He also serves on the board of directors for the Continental Automated Buildings Association. In addition, he plays an active role in the United States Green Building Council, the American Society for Industrial Security, the International Facility Management Association and the National Fire Protection Association. Haeberle is also a member of several industry associations and councils. Haeberle joined Siemens Building Technologies in 1994 and has held several key sales and marketing managerial positions for the Building Automation and Facility Management Services (FMS) business units. Haeberle is credited with growing the FMS business from $15 million to $120 million in a three-year period, developing and executing the companies e-business strategy, and consolidating disperse marketing departments into a consolidated organization that has supported organic growth of over $900 million over the past five years. Prior to joining Siemens, Haeberle worked for Exxon-Mobil Oil Corporation serving in roles of progressive responsibility across sales, field operations, training and marketing functions. At Exxon-Mobil, Haeberle was part of a three-person team that created the concept for Mobil Speed Pass, a payment method that was credited for reducing customer time spent at the pump by 35 percent. Haeberle earned a bachelor of business administration in finance degree from the University of Iowa and a master of business administration from the Lake Forest Graduate School of Management. He and his wife Heather currently reside in Arlington Heights, Ill. with their two children. As a leading provider of energy and environmental solutions, building controls, fire safety and security systems solutions, Siemens Building Technologies, Inc., makes buildings comfortable, safe, secure and less costly to operate. With U.S. headquarters in Buffalo Grove, Ill., Siemens Building Technologies employs 7,400 people and provides a full range of services and solutions from more than 100 locations coast-to-coast. Worldwide, the company has 28,000 employees and operates from more than 500 locations in 51 countries.

Scott Hanna is currently Vice President, Quality for Lutron Electronics – headquartered in Coopersburg, PA. He leads the quality improvement efforts for all areas of the company: Services, Engineering, Field Reliability, Customer Problem Resolution, Manufacturing, and Supply Chain. Scott joined Lutron in 1984, and has held management positions in Engineering, Marketing, Sales, Legal, Quality and Division General Management. He serves on the board of advisors for Arizona State University’s Center for Services Leadership at the W. P. Carey School of Business. Scott holds a Bachelor of Science degree in Mechanical Engineering from Rensselaer Polytechnic Institute.

Jim Hanson is Assistant Vice President of Member Experience - Financial Foundations, at USAA's Phoenix campus. In this role, he is accountable for ensuring that members understand the value of USAA through exceptional experiences that inspire them to deepen and sustain their relationships. He leads both Bank and Insurance skilled teams comprising a staff of 500. As you may know, USAA has long been praised for the world-class service provided to our 8 million members. Recent company accolades include top spots with Forrester, JD Powers and Business Week, as well as top ratings by Moody's, AM Best and Standard and Poors. Also, USAA ranked 17 on Fortune’s 100 Best Companies to Work For in 2011. Jim began his career with USAA in Colorado Springs in 1990 as a Service Representative. During his tenure he has held a variety of positions to include Member Contact Learning and New Member Solutions leadership. He earned his Chartered Property and Casualty designation in 1998 and is active with the local chapter. Jim recently served on the board for Junior Achievement of Southern Colorado. Jim graduated summa cum laude from Regis University in Colorado Springs with a bachelor's degree in Business Management. Jim and his wife Brenda have two children, Seth and Kara.

As the Director of Services for Michelin Americas Small Tires, Sheryl is responsible for service innovation as well as development and implementation of service offers. Sheryl joined Michelin in 1995 and prior to that worked in both the CPG and Financial Services industries, for a combined total of 30 years as a marketing professional. Her experience and expertise includes brand management, customer relationship management, direct marketing, marketing research, marketing communications, and website development. Sheryl attended Georgia State University and Emory University.

Dr. Amy Hillman is the Rusty Lyon Chair of Strategy and Executive Dean of the W. P. Carey School of Business at Arizona State University. She received her PhD from Texas A&M University in Strategic Management and Business and Public Policy. Her areas of interest include corporate political strategies, boards of directors, and firm performance and resource dependence linkages. She is Editor of Academy of Management Review and a former Associate Editor of Academy of Management Journal. Her research has been published in leading journals such as Academy of Management Review, Academy of Management Journal, Strategic Management Journal, Organization Science, and Journal of International Business Studies. She also serves or has served on the Editorial Review Boards of the Academy of Management Journal, Strategic Management Journal, Journal of Management and Journal of International Business Studies. Amy joined ASU in June, 2001. An award-winning undergraduate and MBA teacher, she previously taught at the Ivey Business School at The University of Western Ontario, the Broad Business School at Michigan State University and the Mays College of Business at Texas A&M University. In addition, she has spent several summers as a guest professor at the Institute for International Management at Johannes Kepler University in Linz, Austria. Prior to joining academia, Amy was general manager of a retailing and manufacturing organization in the Southwest United States.

Alicia Holder, Director of Business Partnerships, has responsibility for developing the Center's business partnerships, developing and implementing executive education programs and oversight of the Center's marketing strategy with the Center's member firms, and implementing the Compete Through Service Symposium and annual Services Leadership Institute as well as developing Company Specific Programs for the Center's clients. Alicia has been working in higher education since 1992 where she was Assistant Director of University Events in Institutional Advancement at Old Dominion University in Norfolk, Virginia. Her responsibilities there included bringing notable speakers to the Norfolk area for the university's President's Lecture Series and other events to promote the school to the community, alumni, donors and prospective students. She has been with the W. P. Carey School of Business since 1997 and has served in the MBA Career Management Office and the Marketing Department in a student advisory/recruiter development role. She has been in her current role with the Center for Services Leadership since 2000. Alicia graduated from the Evening MBA program in the W. P. Carey School in 2000 and also holds an M.A. in Teaching. Alicia was the W. P. Carey School of Business 2005 winner of the Dean's Staff Recognition Award and was a recipient of the Arizona Governor's Team Award for Excellence. A marketing campaign run under Alicia's direction has won the Phoenix area American Marketing Association award for "Best Business to Business Marketing Campaign".

Barbara J. Kennedy has been United Stationers' Senior Vice President, Human Resources since August 2008. Ms. Kennedy spent nine years with Swift Transportation Company, Inc. where she most recently was Executive Vice President, Human Resources, Safety, Recruiting and Driver Services. Her responsibilities included compensation, benefits and all aspects of safety, including strategy development, federal/state compliance, loss prevention and safety education. Prior to that, Ms. Kennedy was Vice President, Human Resources from 2001-2005. In that role, she managed all aspects of human resources, including non-driver staffing, compensation and benefits, performance management and served as liaison to the Board of Directors. From 1999-2001, she was Director, Quality Assurance. Before joining Swift, Ms. Kennedy spent five-years at Barr-Nunn Transportation, where she held various management positions in human resources. Ms. Kennedy received her Bachelor's Degree in Interdisciplinary Studies from the University of Missouri-Columbia.

Seth Kiner has more than 25 years of management experience developing innovative customer experience, strategic marketing and communications programs, targeted to diverse markets, for leading international organizations. In his current position as Director, Customer Experience Management and Marketing, at Southern California Edison, Seth is responsible for leading multiple departments charged with; developing and implementing Southern California Edison's Customer Strategy, delivering integrated marketing outreach to SCE's 4.8 million customers, leading evolution of electronic channel strategies, developing new products/services and managing market research efforts to leverage customer input and managing customer satisfaction.

Scottie Knott joined National Industries for the Blind (NIB) in April 2009 as Vice President of Operations, and was promoted to Chief Operating Officer in October 2009, where she leads the day-to-day operations of NIB, business development, online marketing and distribution, textiles and niche, services and operations planning and analysis. Prior to joining NIB, Scottie was Director for Acquisition Management, at the Defense Logistics Agency (DLA) in Fort Belvoir, Virginia. As the Component Acquisition Executive for DLA, she had overall acquisition management responsibilities for the agency, including an annual agency acquisition program exceeding $38 billion. Scottie also served as the Deputy Director, Logistics Operations, where she provided policy and oversight for the eight supply chains and distribution and disposal field activities. Scottie’s background includes serving as the Executive Director, Acquisition, Technical and Supply, HQ, DLA; Executive Director of Electronic Business at DLA and the Director of the DoD Electronic Business Program Office; Assistant Executive Director, Strategic Business Development and Implementation and Chief of the Procurement Systems and Electronic Commerce Teams in the Directorate of Procurement, HQ, DLA; Chief of the Plans, Policy, and Systems Office at the Defense Supply Center, Richmond, Directorate of Procurement; and Senior Functional Analyst for the Standard Army Automated Contracting System. Scottie holds a Bachelor of Science in Business Administration from Chapman College and Master of Science degrees in Contract and Acquisition Management from the Florida Institute of Technology and in National Resource Strategy from the National Defense University. She has a Certified Professional Contracts Manager designation from the National Contract Management Association and is a graduate of the Industrial College of the Armed Forces. She was a member of the Senior Executive Service from 1998 until her retirement in 2009. Scottie has been honored with numerous awards, including the Secretary of Defense Meritorious Civilian Service, DLA Superior Civilian Service, DLA Exceptional Civilian Service, and DLA Meritorious Civilian Service. She was named Meritorious Senior Executive in 2003 and selected as one of the Federal Computer Week Top 100 IT Professionals in 1999 and 2001. Scottie is an honorary lifetime faculty member of the Army Logistics Management College, Ft. Lee, Virginia.

David Lenhardt joined PetSmart in October 2000 as senior vice president of services, strategic planning and business development. From 1996 to 2000, he was with Bain & Company, Inc., where he led consulting teams for retail, technology and e-commerce clients. Prior to that, Lenhardt was an analyst in the corporate finance and Latin American groups of Merrill Lynch & Co.'s investment banking division. He is a pet parent to a Wheaton Terrier named Zoe.

Matthew Malenfant is the Senior Vice President, and President of VWR's North America Laboratory Business, a position he has held since January 2006. VWR is a $3.8 billion life science, laboratory and production supply company. In his role at VWR, Matt leads all sales, marketing, services and operations for the $2.1 billion North American group throughout the US, Canada, Puerto Rico, and Mexico. Mr. Malenfant joined the company in 1995 when acquiring Baxter International's industrial distribution business, which was the successor to American Hospital Supply Corporation. Prior to assuming his present position, Mr. Malenfant served as Senior Vice President of Sales for the Eastern Zone from 1997 to 1999, as Senior Vice President Marketing and Global Sourcing from 1999 to 2004, Senior Vice President Global Marketing from 2004 to 2005, and Senior Vice President, Supplier Management and Services during 2005. Mr. Malenfant graduated from Arizona State University in 1985 with a Bachelor of Arts in Marketing and a Bachelor of Science in Communication. He serves on the Board of Advisors for the Center for Services Leadership, W.P.Carey School of Business at Arizona State University, and on the Life Science Advisory Board for Safeguard Scientific. He is a former Director for Cellumen, a drug discovery services company recently acquired by Apredica.

Mr. Maurtua is currently Dow's Global Director of Corporate Marketing Excellence. He is responsible for leading the continued deployment of strategic marketing and innovation processes and best practices in support of business unit growth and innovative initiatives globally. He also specifically leads the Advanced Materials deployment through a global team of regionally based marketing excellence managers assigned to business units and regions. Prior to Dow, Maurtua was the Global Marketing Director for the FMC Pharmaceutical Products Business. At FMC he was responsible and accountable for the Pharmaceutical business profitability and the global marketing function. In addition, Maurtua oversaw strategy development and tactical marketing execution. He was also a Director of Technology managing new product and process technology development, and a General Manager of an international entity and manufacturing during his tenure at FMC Corporation, where he gained a unique understanding of markets, customer needs and technology. Maurtua received his B.S. in Chemical Engineering from the University of New Mexico, and an MBA from Rensselaer Polytechnic Institute. In addition to his accolades, Maurtua was a commissioned nuclear submarine officer in US Navy. Maurtua resides in Philadelphia.

"It's our company values, community involvement and our people that make this company a place where you can be proud to work," says Rick McCombie who has been with The Co-operators since August 1976. As Senior Vice-President, Distribution, Rick is responsible for leading the distribution strategy across The Co operators group of companies. He is also responsible for agency management, region, call centre operations, Marketing, Group Sales, and Client Relationship Management. Rick started with Co-operators General as an office trainee in Owen Sound. Since then, Rick has held various positions including Accounting Supervisor and Atlantic Division Controller. He was also Region Vice-President for New Brunswick and Prince Edward Island, Southwestern Ontario, as well as Central Ontario. Throughout his career, Rick has obtained his Chartered Management Accountant, Chartered Insurance Professional and LIMRA Leadership Insurance Foundation designations. One of Rick's career highlights includes 10 years of profitable growth in the Southwestern Ontario Region while under his leadership. He was also the project leader of Co-op Auto Coalition in the early 90s. An active member in the community, Rick admires and is influenced by Mother Teresa, who he feels "puts the lives of others before her own." Rick highlights his time as Chair of London/Middlesex United Way as a valuable experience. He is currently the Volunteer Chair for the Guelph/Wellington United Way Campaign.

David J. McIntyre, Jr., is president and CEO of TriWest Healthcare Alliance. Mr. McIntyre was the chief architect of the strategic vision behind TriWest Healthcare Alliance and has led the company since its inception. The privately-held company, which is based in Phoenix, Arizona, is owned by 15 Blue Cross Blue Shield plans and 2 university hospital systems. Its primary line of business is serving the health care needs of nearly 3 million members of our nation's military family through a Department of Defense Managed Care Support (MCS) contract covering the 21-state TRICARE West Region. Mr. McIntyre has more than 20 years of experience with success and accomplishments in national health care policy development, business development and leadership. He served for nearly nine years in the offices of the U.S. Senate, where he was responsible for health policy issues, for Senator Slade Gorton (R-WA), Senator John McCain (R-AZ), and the Senate Indian Affairs Committee in addition to contributing to the work of the Senate Armed Services Committee. As a vice president of Blue Cross and Blue Shield of Arizona, Arizona's largest health care organization, Mr. McIntyre assisted with the management of the corporation's strategic planning process and had direct responsibility for legislative matters, media relations and managed several strategic projects including the development of TriWest and its initial MCS proposal in the mid-1990's. Mr. McIntyre has a bachelor's degree in political science from Seattle Pacific University, a master's degree in administrative sciences (with an emphasis in management and health policy/administration) from Johns Hopkins University, and he participated in the Executive Education Program for Senior Government Managers at Harvard University. In 2000, he was named one of 12 "Up and Comers" in health care by Modern Healthcare magazine, in 2004 was named as one of "12 to Watch" by Arizona Business magazine, and in 2004 was selected as CEO of the Year by the Arizona Chamber of Commerce and the Arizona Business Journal. In addition to leading TriWest, he is honored to serve on the Board of the Congressional Medal of Honor Society Foundation, the USO World Board of Governors, the Board of the Fisher House Foundation, the Board of Trustees of his alma mater (Seattle Pacific University), the Board of Arizona State University's Center for Services Leadership, and is a member of the Greater Phoenix Leadership, a CEO roundtable comprised of Arizona's top business and community leaders.

Christopher Melocik is the Senior Vice President of Integration and Process Improvement at Republic Services, Inc. Republic is the second largest waste services provider in North America. In addition to leading the post-merger integration of Republic and Allied Waste, Chris leads teams to improve processes and build capabilities in Republic's broadly distributed operations. Mr. Melocik has more than 25 years of industry and consulting experience with strategic and operational issues in manufacturing, transportation and logistics. Prior to joining Allied he was an Associate Principal in the Chicago office of McKinsey & Company where he was a leader in the Operations Practice. Previously, Mr. Melocik held functional and general management roles in metals manufacturing and materials distribution organizations. Mr. Melocik holds a master of management degree in marketing and finance from Northwestern's Kellogg Graduate School of Management and an A.B. in mathematics and economics from Dartmouth College.

Scott Miller is currently serving as Vice President and General Manager for the PACT (Parts, Accessories, Custom Vehicle Operations and Trike) division. He has spent his entire career in the motorcycle business - from sweeping floors at a local Milwaukee dealership through a 24 year journey working with a company that went from near bankruptcy to one of the most famous brands in the world. Scott's experiences during that journey include roles in domestic and international sales management, dealer relations, strategic planning and incubation of new internal business (Buell brand), Parts, Accessories and Custom vehicle marketing, leading the world championship Screamin' Eagle Flat Track and NHRA Drag racing team programs, and leading the corporate product planning in two different periods. In his current role, he leads the effort on customization though a line of world-leading super premium custom motorcycles and the endowment of personalization/customization of Harley-Davidson through Genuine Motor Parts and Accessories, Custom Vehicle Operations and the Trike division. Scott earned Bachelors of Science and Arts (BSBA) from Cardinal Stritch University and an MBA from Marquette University. He has served on Marquette's International Board of Advisors. When not at work, Scott enjoys exploring with his wife and children on their fleet of Harley-Davidson and Buell motorcycles and other recreational vehicles.

Adam Miller joined CVS Caremark as Executive Vice President in July 2010. He leads the Medicare Part D business that includes the company’s PDP insurance companies, MA PD and PDP PBM clients and retiree solutions for employer clients. He joined CVS Caremark with more than 20 years of health care experience, most recently with WellCare Health Plans where he served as Senior Vice President, National Medicare and Government Relations. Previously at WellCare he was Chief Operation Officer of their Medicare prescription drug plan. His experience also includes leadership positions at UnitedHealth Group, General Electric Medical Systems and Boston Consulting Group. Adam holds a MBA from Harvard University and a Bachelor of Science in Economics from the Wharton School of the University of Pennsylvania.

Shellie Molina is the Vice President of Customer Service and S&OP at First Solar with responsibilities for global customer account management execution and Sales, Operations and Planning. Prior to joining First Solar, Shellie worked in senior positions directing Customer Support, Operations, Materials Management, Logistics, Manufacturing Engineering and Business Planning with Honeywell Aerospace. She has previously worked as a materials manager, inventory manager, as well as Manager, Operations and Planning. Prior to joining Honeywell, Shellie held various roles at Varian Associates and MiNT Corporation including Production Team Leader, Master Scheduler, and Buyer/Planner. Shellie holds a Bachelor of Science degree in Finance from the University of Arizona and an MBA from Baker University. She is Six Sigma Plus green belt certified, Lean Certified and a Certified Blackbelt.

Mary Murcott is the Chief Executive Officer of NOVO 1 and leads the company's efforts to support clients' business goals in building customer relationships and growing their brands. Before being appointed Chief Executive of NOVO 1 in 2010, Murcott was President and founder of her own company Performance Transformations, Inc. Prior to consulting she was SVP American Express and held executive positions at Budget Rent a Car and Ryder Trucks, DHL and Cox Communications. Murcott is an international keynote speaker and author of “Driving Peak Sales Performance in Call Centers. She is regarded as a “contact center futurist” and authority on sales and operations, multi-channel service, performance management, coaching, employee selection and retention, workforce planning, and first contact resolution. She is a member of CEO Netweavers, Executive Woman's Roundtable, Institute of Management Consultants, and International Customer Management Institute Advisory Board. A native of Omaha, NE, Murcott earned a Bachelor of Arts degree in Philosophy from Creighton University.

Tom is an executive Vice President at Westinghouse Electric Company (WEC). A global executive, he is responsible for the Global Strategic Management, Marketing and Operations for the company largest business area - Nuclear Services with ~ $2B in revenue. Tom returned to the States after a seven years expat assignment in the UK for the then WEC's parent company - British Nuclear Fuels, Ltd (BNFL). Prior to the current position, Tom was the Chief Operations Officer for Nuclear Services and responsible for its global operations. He also has extensive track record in leading the development of new products, services, markets and building major alliances in Central and Eastern Europe as well as in Asia. Tom holds undergraduate and graduate degrees in Nuclear Engineering, a MBA and is a graduate from both the Harvard and London Business School's Senior Executive Development programs. He is also a graduate from the prestigious United Kingdom Prime Minister Office - Top Management - program which selects and develops top management talent from both industry and government. Tom currently serves on the board of directors for the University of Pittsburgh Graduate Business School - International Business Center.

Marie Olesen is the CEO of La Jolla Cosmetic Surgery Centre, one of the largest cosmetic practices in America. The Centre, founded by her husband, R. Merrel Olesen, MD, is a recognized innovator in the business of cosmetic medicine. In 1992, Olesen began using technology to manage patient service and communication. The Olesens founded Inform Software and introduced INFORM&CONSENT®, the first personalized informed consent program in plastic surgery. In 1995, Marie created INFORM&ENHANCE®, a sophisticated CRM system which helped practices increase patient satisfaction, retention and referral. Olesen began analyzing practice performance in her own practice and those of her customer-colleagues. She measured key customer decisions using a lifecycle approach. She developed metrics and benchmarks which have become industry standards. Surgical practices profited as service management strategies drove revenue. In 2003, Inform Solutions was acquired by Mentor Corporation. In her current role as an Executive Consultant to Mentor Solutions, Olesen continues to develop innovative strategies and tactics that help practices differentiate themselves with consumers. She also consults with the Ethicon division of Johnson & Johnson. Olesen is an accomplished speaker, moderator and teacher. Olesen and her husband are co-authors of Cosmetic Surgery for Dummies, a consumer guide to aesthetic surgery. Within the industry, her articles have appeared in Plastic Surgery News, Plastic Surgery Products, and the APSA newsletter. Olesen joined the Board of Arizona State University Center for Services Leadership in November 2009.

Adrian Paull has more than 20 years of leadership experience in customer support, business management and business development during his tenure at Honeywell. Since June 2005, Paull has led Honeywell's worldwide resources for Aerospace Customer and Product Support. These include Technical Operations staff, Customer Care, Customer Support Solutions employees and regional staff who are deployed within the Defense and Space, Air Transport and Regional, and Business and General Aviation market segments. Prior to his current role, Paull was vice president of Customer Services for Honeywell's Aerospace Electronic Systems business, leading a strategic business enterprise that encompassed 1,600 employees strategically located at 15 locations in the Americas, Europe and the Asia Pacific regions. He joined Honeywell, then Sperry Flight Systems, in 1980 as a systems technician in Basingstoke, United Kingdom, and was promoted to avionics project engineer for the company within British Airways' operation at London's Heathrow Airport in 1983. He subsequently became an international customer engineer for flight test and avionics development for the British Aerospace 146/RJ before accepting an assignment in Phoenix in 1989 as a Customer Support manager. Paull returned to Europe in 1994 as international manager for commercial business development, leading market development and strategic planning through an international network of business development managers and playing an instrumental role in managing customer relationships. He was promoted to director of Customer Support in 1997, overseeing Honeywell's business and service centers in the United Kingdom and France. A native of London, Paull has a bachelor's degree in systems and control engineering from Buckinghamshire College and an MBA with an emphasis in finance from the University of Phoenix. He is a member of the Institute of Incorporated Engineers and the Institute of Electrical and Electronic Engineers. A resident of Scottsdale, Arizona, Paull and his wife, Victoria, are the parents of three children. His interests include music, literature and technology.

Harriet Pea is Vice President of Services for Audatex, a provider of auto insurance claim solutions. She joined Audatex in June of 2010 to drive services as a market differentiator. Harriet has 30 years in the technology and services business with public and private companies such as Sun Microsystems, StorageTek, Boeing, Hewlett Packard, Bank of America, and Freightliner. During which her organizations have achieved several industry recognitions, including International Help Desk Institute's Team Excellence Award and JD Power and Associates’ Technology and Support Organization Recognition (reserved for companies who rank among the top 20% for customer satisfaction). Harriet has a BS in Management from Lewis and Clark State College in Idaho and her MS in Management in Technology and Sciences from Oregon Health and Science University in Portland.

Angelo Rago has been Division Vice President, Global Equipment Operations and Customer Services at Abbott Medical Optics, since January 2009. He served as Senior Vice President, Customer Services, from June 2005 to January 2009. Mr. Rago joined AMO after a 17 year career with Siemens Medical, where he held a number of senior management positions in both the service and product development areas. From November 2001 to June 2005, Mr. Rago was Vice President of Global Customer Services for the Oncology Care Division of Siemens Medical and from September 1998 to November 2001, he was Vice President of Worldwide Service for the Nuclear Medicine Division.

Responsible for directing and growing the Customer Services business in the USA. Rao joined Siemens in 1985 in Chennai, India as a trainee engineer. He has worked in India, Germany and Singapore before moving to the US. Has held various senior and general management positions such as Regional Sales manager for the Oil & Gas business, VP for the Oil & Gas business for Asia-Pacific, as well as the Vice President I&S Singapore including the Water Hub for Asia Pacific. Most recently was SVP Water Technologies International business responsible for all Water business outside the USA. Born in Jamshedpur, India and raised in Bangalore. Mr. Rao holds a Bachelor's degree in electrical engineering from Bangalore University in 1984 and a post graduation in engineering from the National university of Singapore in 2001. He enjoys music and golf.

Dennis Reno is Vice President of Customer Experience for Oracle Corporation's $13B Global Customer Support (GCS) division. He oversees the customer experience for Oracle's Customer Service and Support portal. Dennis has also managed service for Oracle's largest customers and manages programs tailored for strategic accounts, global Voice of the Customer analysis and assessment, and worldwide Support Communications and Engagement. Dennis and his team are accountable for ensuring that all of Oracle's customers have a world class support experience through the design, development, and implementation of strategic programs focused on driving long-term loyalty. Dennis joined Oracle in April of 2008 as part of the BEA Systems, Inc. While at BEA, he served as Senior Vice President of World Wide Services, where he led global customer service operations, technical support, professional services, and technical training. Prior to his time at BEA, Dennis held a range of senior and executive leaderships roles in customer service at several Silicon Valley companies, including Plumtree Software, Microsoft, Yahoo!, Chemdex.Com, Greenlight.com, and Voysys Corporation. Dennis was part of the executive task force assembled to help Continental Airlines emerge from bankruptcy in the early 1990s and emerge as the top airline in customer satisfaction rated by JD Power and Associates. Earlier in his career, Dennis oversaw customer service teams at Pacific Bell. Residing in the San Francisco Bay Area, Dennis holds a Bachelor of Science in Business Administration from California State University – Hayward; an MBA from St. Mary's College; and a PhD in Organizational Psychology, also from St. Mary's College.

Davis "Dave" Ridley is Senior Vice President, Marketing and Revenue Management for Southwest Airlines, an $11.0 Billion in revenue/34,000 Employee airline. Southwest is the largest U.S. airline in terms of domestic passengers carried and has been the only airline to be profitable every year since 1973. In his current job, Dave is responsible for building and maintaining the brand while maximizing Company revenues. This includes leadership and direction of Southwest's pricing; inventory (seat) management; advertising and promotion; loyalty program; and southwest.com. Since joining Southwest in 1988, Dave has served as Senior Vice President, People and Leadership Development; Vice President, Ground Operations; and Vice President, Marketing and Sales. He has been a member of the Executive Planning Committee, the CEO led committee responsible for Company strategy and policy, since 1998. Dave graduated from the University of Texas at Austin in 1975 with a BBA and earned an MBA from Southern Methodist University in 1981. Prior to Southwest Airlines, Dave worked in marketing and business development capacities with three Dallas area businesses. Dave and his wife, Mary Flo, have been married for thirty years and have two married daughters and a son in college.

Joyce B. Santis is the Chief Operating Officer for Sonora Quest Laboratories, LLC a joint venture between Quest Diagnostics (a Fortune 400 company) and Banner Health (the largest non-secular health delivery system in the U.S.). She joined Sonora Quest in 1998. Joyce has over thirty years of hospital and reference laboratory experience encompassing technical, teaching and management duties. During her career, she has been actively involved in numerous professional organizations, including the Clinical Laboratory Management Association. She serves on the Clinical Advisory Committee of DeVry University and is a Founding Board Member, Great Western Division of the American Cancer Society. She has recently joined the Board of Advisors for the ASU/W.P. Carey School of Business Center for Services Leadership. Joyce is a certified Six Sigma Green Belt. Most notably, Sonora Quest Laboratories has received 5 State Quality Awards from the Arizona Quality Alliance, including the prestigious 2005 'Arizona Governor's Quality Award', which is based on the Malcolm Baldrige Award criteria.

Lee Scanzano is vice president of customer care for Cox Communications Arizona. She is responsible for all facets of Cox's customer care department including care centers in Phoenix and Tucson, as well as outsourced operations in North Dakota and New York State. Scanzano came to Cox from Bank One where she was vice president of customer care. Prior to that, she served as the senior vice president of customer care with the Gale Group. She has also held numerous positions with American Express in New York and Arizona. While at American Express, she held the role of business leader and senior service delivery leader for the telephone service center, at one point managing a staff of 1,200 employees. Scanzano is the recipient of numerous business awards for her innovative leadership and excellent results. Scanzano currently serves as the board chair for the Better Business Bureau and serves on the advisory board of the Center for Services Leadership, part of the W. P. Carey School of Business, Arizona State University. Scanzano and her husband reside in Carefree and have one daughter who attends the University of Arizona.

Eric Senesi joined Hewlett-Packard in 1980 in the Grenoble division after working as an R&D engineer in a French company. After a few years in marketing, he became a service manager for the computer group. He then held a number of service management positions and in 1996 he became the worldwide Product Support Service General Manager for the Hewlett-Packard Healthcare Solution Group in Andover, Mass. When Agilent was created in 1999, Eric was appointed director of Human Resources for Agilent Europe - based in Geneva, Switzerland - to manage the legal separation from HP. In 2003, he moved to California as Vice President of Human Resources to participate to the development of Agilent Life Sciences and Chemical Analysis group. He is currently the Worldwide Customer Services and Support Vice President and General Manager for Agilent Electronic measurement Business. Eric has successfully led numerous business & organizational transformations, of increased complexity, across multiple industries (Life Sciences, Computer, Electronic industries) and with different functional or general management roles. He is a proven change management leader able to operate across organizational boundaries within international and multicultural environments. During his Human Resource management roles he leveraged his business management experience to help Business leadership teams developing the organization capabilities necessary to accelerate execution of business strategies. Eric is a native of France where he earned an Electronic Engineer diploma (MSEE) and studied Business Management. He currently lives in California in the San Francisco bay area.

Joe Shaheen is the director of Infrastructure & Range Services (I&RS), a business specializing in numerous technical and support services. In his role, Shaheen oversees businesses in the Information, Range and Infrastructure markets in support of Department of Defense, U.S. Government sites and commercial businesses at more than 20 locations across the U.S. Prior to being appointed as director of I&RS, Shaheen was director of Special Projects for Boeing's Global Mobility Systems division, where he was responsible for program management for the Joint Cargo Aircraft and International Tanker programs. Shaheen also supported several division-level initiatives including development, modification, and flight test of the KC-767 Tankers in support of the Italy and Japan customers. While working on these programs, Shaheen and his team helped achieve critical milestones on the first boom deployment, first contract, first fuel transfer and the first KC-767 FAA Supplemental Type certificate. Prior to his International Tankers assignment, Shaheen led the team responsible for establishing the Connexion Service Operations business including Customer Care, Product Support and the development and the subsequent management of the Network and Enterprise Operations Centers. The assignment entailed the acquisition and management of space resources to support the company's venture into high speed internet services for mobile platforms. He was also program manager of the Australian F-111 C program, providing technical and management leadership in support of the successful development, modification, and flight test of the first prototype aircraft. Shaheen has been with Boeing for 27 years. He is a graduate of San Diego State University and holds a bachelor's degree in Liberal Arts & Science and a master's degree in Business Management from the University of La Verne. In 2009 he was appointed as Advisory Board Member to Arizona State University's Center for Services' Leadership. Shaheen is also executive sponsor of the Long Beach Boeing Women in Leadership affinity group and executive sponsor for the Richardson, Texas Diversity Council.

Dorian Stone is a Principal in the San Francisco Office of McKinsey & Company, and has been a member of McKinsey since 2001. Today, Dorian is a leader in McKinsey's North American Service Operations practice, and leads McKinsey's North American Customer Experience practice in financial services. Dorian serves a wide variety of clients, with a primary focus on the financial sector across most operations and transformation issues. Dorian also sits on the Filene Institute research board, serving the credit union industry and on Arizona State University's Center for Service Leadership corporate board. From 1996-1999, Dorian was Program Director for Peace Corps' Small Business Development program in Panama and--prior to that--was a Peace Corps Volunteer in Panama. From 1993-1996, Dorian worked in the credit union industry and helped build a managed care employee benefit cooperative for the California Credit Union League called the League Benefits Trust. Dorian has his BA in Economics and Psychology from Pitzer College of the Claremont Colleges, and his MBA and MA in International Studies from the University of Pennsylvania/Wharton. Dorian enjoys skiing, sailing, running and biking in his free time.

Pete is currently the General Manager of Americas HCIT Radiology Services at GE Healthcare, based outside of Chicago, in Barrington, Illinois. Pete has been with the General Electric Company for more than 13 years. He began his career with GE Healthcare in Milwaukee, Wi. His GE experience includes manufacturing, business operations, service and P&L management. Today, his primary responsibilities are in Service, including service & support strategy, professional services and full P&L management for the Americas business. He also leads all strategic programs and educational services teams within HCIT. Pete’s executive leadership experience in both industrial and commercial operations led to his promotion as Director, Americas PACS Service in 2008. Pete has been in his current role since January, 2011. Headquartered in the United Kingdom, GE Healthcare is a $17B unit of General Electric Company. Worldwide, GE Healthcare employs more than 46,000 people committed to serving healthcare professionals and their patients in more than 100 countries. Prior to his GE career, Pete worked at Newell Corporation, in the consumer goods industry, where he held a variety of management roles in manufacturing, supply chain fulfillment, materials management and sourcing. He is a certified Six Sigma Green Belt. Pete holds an MBA degree from Marquette University , and two undergraduate degrees from Lewis University. Personal interests include running (completed Milwaukee Marathon), travel, wine collecting, coaching baseball and all outdoor activities with his wife and two children.

Tracy Tannenbaum has more than 20 years of diverse experience as a marketing and operations professional with a passion for solving problems. Tracy recently served as Chief Customer Officer for Abrazo Health Care focused on enhancing the overall experience of patients while designing growth strategies to support their "health for life" concept. Prior to joining Abrazo in early 2010, Tracy was the Vice President of Marketing and Customer Analytics at Petco Animal Supplies, Inc. in San Diego, CA. She also held VP of Marketing positions at Centex Homes and The Princeton Review. Tracy began her career at AT&T where she spent over 10 years working in diverse roles as part of their "fast track" program for high potential executives. Tracy received her BS from Penn State in Marketing. She also received her MBA at the Stern School of Business at New York University with a triple major (Marketing, Management and International Business) and graduated with honors while working full time. Tracy is an avid traveler who has visited over 80 countries and every continent. She is also an active member in several non-profit organizations. After moving to the Phoenix area five years ago, she became an AMA Phoenix chapter board member and taught a graduate course at ASU. Tracy resides in Scottsdale with her husband and two children.

Victor F. Trastek, M.D. is Chief Executive Officer of Mayo Clinic in Arizona, Vice-President for the Healthcare Delivery initiative, and a member of Mayo Clinic Board of Trustees and Board of Governors. He is also a Professor of Surgery at Mayo Medical School in Rochester, Minnesota. Dr. Trastek began his medical residency at Mayo Clinic in Rochester, MN, in 1977. He joined the staff in 1984, serving in a variety of roles, including Surgeon in the Section of Thoracic Surgery and Chair of the Divisions of Thoracic and Cardiovascular Surgery. In 1999, he joined the staff at Mayo Clinic in Arizona, where he served as Chair of the Department of Surgery. He was named CEO in 2002. A graduate of Northwestern University, he earned his medical degree at the University of Wisconsin, and served a Surgical Internship at Northwestern University Hospitals prior to his General Surgery, and Thoracic and Cardiovascular Surgical Residencies at Mayo Clinic in Rochester. He was a Mayo Foundation Scholar spending six months at Toronto General Hospital.

Mike Tully joined AAA Arizona in 1998 as the Chief Financial Officer. He currently serves as the company's President and Chief Executive Officer. Mike has been instrumental in driving the tremendous growth of AAA over the last decade including the rapid expansion of its membership, financial services, insurance and travel operations. He also helped develop and implement AAA's automotive buying service and AAA owned auto repair and was a key driver in the establishment of a holding company with AAA Northern California which has now expanded to an 11 state region. Mike is currently responsible for the Arizona operations which includes approximately 800,000 members and is also on the leadership management team for the holding company. Prior to joining AAA, Mr. Tully owned an export finance company that arranged structured trade finance transactions for exporters throughout the United States and previously held CFO positions at both Fairchild Data Corporation and PJ1, Inc. Mike started his career at Digital Equipment Corporation where he was received Digital's Financial Excellence Award. Mike earned his Bachelor of Science degree in Finance in 1987, and a Masters in Business Administration in 1991 both from Arizona State University and an Advanced Management degree from Harvard Business School. Mike also holds a CPA certification. He is a lifetime member of the Fiesta Bowl Committee. Mike also serves on the Boards of the Valley of the Sun United Way, Greater Phoenix Economic Council, the Arizona Chamber of Commerce, Arizona State University Center for Services Leadership, as well as Vice Chairman of the Board for the Make-A-Wish Foundation. He is a member of the Young Presidents' Organization and the President's Club for ASU. He is a past Board Member for the Boys and Girls Club of America, served on the Finance Advisory Board for Arizona State University and past Vice Chairman for Financial Executives International.

Merrill Tutton is currently Adjunct Professor of Marketing at Arizona State University's W. P. Carey Graduate School of Business. His focus is the strategic marketing and management of services in today's increasingly competitive environment. He was also Chair of the Board of Advisors for the Center for Services Leadership at the W.P. Carey School for a number of years. Before joining the ASU faculty Tutton was an executive with AT&T for 32 years where he held a number of roles in engineering, marketing, operations, and sales, culminating in key executive positions. The most significant being President of the Consumer Communications Services business, the Long Distance and Consumer Services that represented about $25 billion of the firms sales. While Vice President of Special Long Distance (Operator services and Calling Cards) Tutton was involved in programs to change the role of operators and customer service people from an expense to be managed to a customer contact asset. His role in the evolution of the calling card and its underlying technology set the stage for the development of the AT&T Universal Card a multibillion dollar business that was subsequently sold to Citi Corp. From 1993 to late 1997 when he retired, Tutton was located in London as President AT&T UK, building a business to compete with BT in communications outsourcing and consumer/ business voice and data networking arenas. During this period he was also President of AT&T Europe Middle East and Africa involved with international long distance, data networking and co-led the activities to develop the technology platforms for AT&T's global business networking capabilities. Tutton has a B S.C.E. from Iowa Sate University, attended the American Studies Program at Williams College, The Wharton Schools' Advanced Marketing Program and received a Master of Science in Management in Stanford University's Sloan Program. Tutton currently lives in Scottsdale AZ. With his wife Jacquie, they have two sons and seven grandchildren.

Tony Vahedian currently serves as the VP/GM of Medical Channel Services & Solutions for Cardinal Health. He formerly served as the VP/GM of Cardinal Health's OptiFreight® Logistics, a leading provider of healthcare logistical management. Vahedian has been instrumental in growing the OptiFreight® Logistics business from a small start-up to a leading provider of freight management services via the acquisition of HLS MedFreight®. He led the successful integration of the two businesses, which has significantly boosted the organization's reach as a full-service freight management provider dedicated to reducing both inbound and outbound direct freight costs for healthcare customers. Prior to joining Cardinal Health in 2008, he spent 11 years with The Scotts Miracle-Gro Company, serving in leadership roles as VP/GM, marketing director, and director of strategic planning and business development. He also supported global treasury operations for the company’s European and domestic expansion. Vahedian serves as an advisory board member for Arizona State University’s Center for Services Leadership and as an acute care advisory council member for Health Industry Distributors Association (HIDA). He earned his M.B.A. from the Fisher College of Business, Ohio State University, and his B.B.A. in Finance from James Madison University.

As Senior Vice President of Global Marketing and Alliances at Servigistics, Mark is responsible for the development and execution of global marketing strategy, to include positioning, branding, demand creation, public relations, product marketing and strategic partnerships. He brings more than 12 years experience in the service and supply chain industry to the company having held senior positions in product management, business development, and marketing with procurement and supply chain technology providers. Prior to Servigistics, Mark served as Chief Services Strategist at Qualcomm Enterprise Services (QES) where he worked with industrial, commercial, medical, construction equipment, and other OEMs and their service providers to develop and sustain business cases for "Smart Services" solutions and to commercialize these offerings for mass-market adoption. He also led strategic market development for a machine-to-machine joint venture between Qualcomm and Verizon Wireless called nPhase. Before joining Qualcomm, Mark spent five years at the Aberdeen Group, a research firm focused on the global technology-driven value chain where as Chief Research Officer, he founded the market-leading Service Chain Management research practice and the Chief Service Officer’s Summit Series. During his tenure at Aberdeen, Mark researched, published, and consulted on technology and business best practices in field service optimization, service inventory management, remote product service, service contract management, and other service supply chain disciplines. Mark is a board member at Arizona State University's Center for Services Leadership (CSL), a member of The First Wednesday Group, an executive roundtable for services and support leaders, and an advisory board member of the International Quality and Productivity Center (IQPC)'s Service Management conference series. Mark earned his MBA from the Kellogg School of Management at Northwestern University, with concentrations in Marketing, Finance, and Strategy. In 2008, Supply & Demand Chain Executive magazine named Mark a "Pro to Know."

Beth (Ph.D., Pennsylvania State University) is the Department Chair for the W. P. Carey Department of Marketing and the A T & T Professor of Services Marketing and Management at Arizona State University. Beth most recently served as the Associate Dean for the W. P. Carey MBA and Faculty Director for the W. P. Carey Evening MBA Program. Beth's research interests are centered on cross-functional working relationships in the development of marketing strategy and on isolating the characteristics of high-performance account managers. Beth's research has been published in the Journal of Marketing, Journal of Marketing Research, Sloan Management Review, Journal of Business Research, Psychology and Marketing, Journal of the Academy of Marketing Science, Journal of Product Innovation Management, Journal of Business and Industrial Marketing, Journal of Services Research, Research in Consumer Behavior and in other scholarly publications. She was the recipient of the Richard Beckhard Prize for her most recent article in MIT Sloan Management Review. Beth also received the Malcolm S. Woldenberg Marketing Chair Award for her contributions to the Journal of Business Research. For her teaching contributions, Beth has been recognized by Arizona State University as a Wakonse Fellow and by the College of Business with the Outstanding Undergraduate Teaching Excellence Award. In terms of service to the marketing discipline, Beth is the current past-president of the American Marketing Association Academic Division, served as the president of the American Marketing Association Academic Division, has served as a co-chair of the 2005 AMA Summer Educator’s Conference, and is serving as an elected member of Academic Council, the governing board of the AMA for educators. In addition, she was the co-chair of the 2007 John A. Howard Dissertation Award which recognizes excellence in dissertations that advance marketing knowledge and serve as a stimulus for research and teaching. Beth has consulted on strategy issues for State Farm Insurance, IBM Global Services, Lucent Technologies, Yellow Transportation, Honeywell and AT&T.

Jeff has 25 years of experience with Procter & Gamble and now serves as Chief Executive Officer (CEO) Agile Pursuits Franchising Inc. (APFI), a wholly-owned subsidiary of the Procter & Gamble Company. As CEO, Jeff is responsible for the operations, development, expansion, marketing and franchise development of the company’s Tide Dry Cleaners® and Mr. Clean Car Wash® businesses worldwide. Jeff has worked in Franchising for P&G for the past 4 Years and most recently served as Executive Vice President for Strategy & Marketing for Agile Pursuits Franchising Inc. Jeff’s leadership has been instrumental in creating and expanding the Tide Dry Cleaners and Mr. Clean Car Wash business models. Jeff has worked on Fabric & Home Care brands like Tide and Mr. Clean for P&G for the past 8 years. He will continue to leverage the best P&G has to offer coupled with the 100+ years of franchising experience that we have assembled on the APFI team to deliver unit economics for franchisees as well as drive Mr. Clean Car Wash and Tide Dry Cleaners to market leadership. At P&G Jeff has worked on dozens of brands in multiple countries. Prior to his current work in Franchising, Jeff spent 5 years as Director for P&G Fabric & Home Care business in the Latin America Andean Region managing a $600MM business involving 17 brands and 5 countries. He has also previously worked in Procter & Gamble Professional managing P&G’s food business in the away-from-home food service sector. Jeff has worked on a variety of brands in brand management such as Folgers, Millstone, Pringles, Actonel, Secret and Metamucil. He also started his career in Customer Business Development for P&G in 1986 in Boston, Massachusetts. Jeff has an undergraduate degree in Business from Northern Kentucky University and an MBA from Xavier University where he met his future wife on his first day in the library. Jeff has been married to Maria Elvira for 16 years, and they have 4 children ages 6 to 14. They have lived in Cincinnati since 1995 except for 5 years spent with Procter & Gamble in Caracas, Venezuela from 2002 to 2007. Jeff maintains his passion for soccer since playing in college as he serves as a coach for his kid’s school soccer teams. He also enjoys international travel and speaking Spanish with his family and friends. Jeff finds additional time to mentor inner-city under privileged children and serves on the board of the Cincinnati Youth Collaborative.

James R. Weigand is President, DuPont Sustainable Solutions. In his role, Mr. Weigand leads a global consulting and services business specializing in workplace safety, process safety management, energy and environmental management. The vision of the business is to lead the transformation of workplaces and work cultures to become safer, more efficient and environmentally sustainable. By applying DuPont knowledge, real-world experience and science-driven innovation, DSS delivers tailored solutions to help clients achieve enduring results that drive business success. Mr. Weigand began work with DuPont in 1981 in Wilmington, Delaware. Over the next 20 years, he held a variety of roles in finance, marketing, sales, corporate planning and business management both domestically and overseas. In 2003, he was named Global Business Director for Advanced Fibers Systems, where he had global business leadership responsibilities for products under the Kevlar® and Nomex® brands sold into a variety of markets including military, government, automotive, aerospace and oil and gas. In September 2007, he was named Vice President and General Manager of DuPont Safety Resources. He was appointed to his current role of President, DuPont Sustainable Solutions in October 2009.

Mark is currently the Divisional Vice President of Customer Experience for Abbott Diagnostics, a division of Abbott Laboratories, based in North Chicago, Illinois. He began his career with Abbott in London, England, where he held several positions in the United Kingdom, including Field Service Manager, ISO Management Auditor, and Account Manager of Sales, responsible for the sales of all diagnostics products in London. Mark moved to Saudi Arabia as a Sales Manager, based in Riyadh, and shortly thereafter was promoted to the position of General Manager, Saudi Arabia, and Bahrain. He then moved to Germany, where he was first named Customer Service Director for Europe, based in Frankfurt, and subsequently named Area Business Development Director and was responsible for the marketing, launch, and promotion of the diagnostics product portfolio across Europe. Prior to his Abbott career, Mark worked at the Rutherford Appleton Laboratory, a science based research institute in Oxford, England, where he graduated his Apprenticeship as an Electronics Engineer. He then spent a number of years in the United Kingdom as a Space Flight Wireman, completing several projects for the European Space Agency (E.S.A.) and the National Aeronautics and Space Administration (N.A.S.A.) Personal interests include soccer, running, diving, travel, and golf. Mark holds a USSF soccer coaching license, a PADI diving certification, and has completed the London Marathon. He is married to Jeanette, and they have three children. Mark currently serves as an advisory board member for Arizona State University's Center for Service Leadership, based in Phoenix, Arizona, and is also a board member of the Libertyville Township Soccer Complex. Mark holds a diploma in Microelectronics from Reading College of Technology, Berkshire, England.

At age 43, Christopher Zane is already a 26-year veteran of the retail bicycle industry. His story includes getting a state tax ID number at age 12, buying his first bike shop at age 16, and before he reached the age of 30, he was the owner of Zane's Cycles, the largest bike shop in Connecticut. Today, with only one location, Zane's Cycles is one of the top 3 largest retail bicycle stores in the nation. Zane's unique approach to marketing includes strategies such as continual learning, the lifetime value of a customer, guerrilla marketing, boot strapping, community-relations, cost-controlled customer service, and image branding. Zane has positioned himself at the forefront of the industry by continuously setting standards in customer loyalty and creative marketing. Since 1985, he has been accumulating awards such as the BBB Award of Recognition for Customer Service/ Outstanding Business Practices; New Haven Advocate Readers Poll, Best Bicycle Shop, New Haven County, 1993-2005; he was voted one of "the 30 most influential people in the bicycle industry"; North America's Best Bicycle Retailer, 1998 and 1999 North American Bicyclist Magazine, Mass Mutual Blue Chip Bicycle Co.'s largest dealer worldwide. Most recently, Zane's Cycles was honored with Fast Company Magazine's, 2006 Customer First Award and was named the 2006 Connecticut Retailer of the year. Zane's cutting-edge marketing techniques have been used as case studies in over a dozen college text books worldwide and has been the subject of several news articles in publications such as, The Harvard Business Review, Inc. Magazine, the Associated Press, Venture Link, Fortune Magazine, Nations Business, Emerging Business, and Zane is frequently featured on WCBS's, "The Wall Street Journal's Small Business Report" with Joe Connolly. Zane is a sought after speaker who has presented at Yale University's Business and Economic Forum; the Quis 9 International Marketing Symposium; twice to The Conference Board; Inc's Annual Growing the Company Conference; Bell Atlantic National Sales/Marketing Meeting; Inc's 3rd Annual CEO Symposium; and the WCBS Newsradio 88 Business Breakfast Forum, Managing the Millennium. Chris is currently a board member of several for-profit and non-profit organizations. He has recently been named to the board of directors for The Trailer Depot, the Andriole Group, Vista International, and ASU's, The Center for Services Leadership. Quinnipiac University's business school has also appointed Chris, Entrepreneur in Residence.

Robert Zollars is Chairman and CEO of Vocera. He joined the company in May 2007 and has 30 years of experience leading healthcare and technology organizations. Most recently, he served as President and CEO of Wound Care Solutions, the leading operator of outsourced chronic wound care centers. For six years prior to that, Mr. Zollars was Chairman and CEO of Neoforma, Inc. (Nasdaq: NEOF), a leading healthcare technology company focused on the supply chain that serviced 1,200 hospital and 465 supplier customers. Before Neoforma, he was EVP for Cardinal Health, Inc. (NYSE: CAH), a $75 billion healthcare product and service company, where he was responsible for five wholly owned subsidiaries: Pyxis Corporation, Owen Healthcare, Medicine Shoppe International, Cardinal International, and Cardinal's information technology businesses. Mr. Zollars came to Cardinal from Baxter International (NYSE: BAX), where he led four different operating divisions ranging in size from $100 million in revenue to over $5 billion in revenue. He started his career at American Hospital Supply Corporation which was acquired by Baxter in 1985. Mr. Zollars has an MBA in Finance from John F. Kennedy University and graduated magna cum laude with a BS in Marketing from Arizona State University. He serves as the Chairman of the Board of Advisors for the Center for Services Leadership at Arizona State University. He is also a Director of VWR International, and Diamond Foods.