Center for Services Leadership - CSL Advisory Board Members and Staff Directors

CSL Advisory Board Members and Staff Directors


Jeanne Beliveau-Dunn
Jeanne Beliveau-Dunn
Vice President / General Manager
Cisco Systems
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Jeanne Beliveau-Dunn is Vice President and General Manager, Cisco Services. Her focus is leading the services-wide center of excellence for innovation, globalization, and the commercialization of “out of the box” value packaging of services. Jeanne oversees strategic business planning, long range business opportunities, and the strategy for portfolio investments across Cisco Services. This includes end-to-end integration and governance across Technical Services, Cisco Services, and Cisco leadership. Jeanne Beliveau-Dunn is a recognized expert and award-winning executive on the topics of the social enterprise, collaboration software, and knowledge systems to develop talent. The Learning@Cisco team focus is on innovative techniques to recruit, train, and evolve talent to meet the fast-growing needs of Cisco, its customers, and partners. The broad Learning@Cisco portfolio includes consulting, education, cloud software, and customer recruitment into networking careers, achieved through Cisco career certifications including CCNA, CCNP, CCIE, and IP training offerings. The Learning@ Cisco plan is to double its revenues and customers every five years through a green, mobile, and global strategy. As general manager for Learning@Cisco, Beliveau-Dunn is responsible for its profit and loss (P&L), product and service development and delivery, operations, marketing, managing the technical community, and support. Starting as a $70 million per year business, Learning@Cisco has grown to a $245 million education service that leads the industry in growth, profits, and thought leadership. Beliveau-Dunn is an eighteen year Cisco veteran and has been in the industry for over 25 years. In her first role at Cisco she created the Cisco channels sales team, and strategic alliances program for global markets. Beliveau-Dunn created the Internet Business Solutions Group (IBSG), a consulting team working with Cisco’s largest customers around the globe. Before joining Cisco, Beliveau-Dunn spent five years as vice president and general manager for Micronics/Diamond computers. There she built the company from a struggling startup to a $300M business before it was sold. Prior to this role Jeanne ran Wang’s client server business and connected applications. Jeanne Beliveau-Dunn serves on advisory boards for CareerBuilder, the Technical Services Industry Association (TSIA), and California State University, Chico. She is also active in a number of charitable foundations such as Habitat for Humanity and Help One Child.

Beliveau-Dunn earned a bachelor degree in management from the University of Massachusetts while putting herself through school. She is also an active sports fan, spending her scarce spare time playing vs. watching the action. Beliveau-Dunn enjoys skiing, running, golf, (although not as much as she’d like due to time constraints), tennis, mountain climbing, and other experiences the world has to offer.


Mary Jo Bitner
Mary Jo Bitner
Edward M. Carson Chair in Service Marketing
Professor and Executive Director
Center for Services Leadership
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Mary Jo Bitner is the Executive Director of the Center for Services Leadership, Edward M. Carson Chair in Service Marketing, and Professor of Marketing at the W. P. Carey School of Business, Arizona State University (ASU). In her more than 25-year career as a professor and researcher, Dr. Bitner has been recognized as one of the founders and pioneers in the field of service marketing and management 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 marketing and management. She also serves currently on the Board of the American Marketing Association. Dr. Bitner is co-author of a leading textbook in services: Services Marketing: Integrating Customer Focus Across the Firm, McGraw-Hill, 6th edition, 2012. The book is used at the undergraduate and graduate levels at universities across the U.S. and globally, and has been translated into more than eight different languages. In the middle 1990s, Dr. Bitner led the development of the W. P. Carey MBA marketing and service leadership specialization, a unique full-year focus within the nationally ranked W. P. Carey MBA. The degree specialization has existed for over fifteen years and alumni now work in companies worldwide, leading the implementation of service and customer-focused strategies.

In 2003, Dr. Bitner was awarded the Career Contributions to the Service Discipline Award presented by the American Marketing Association. She was also named an IBM Faculty Fellow for her leadership and pioneering work in service science. At ASU, Dr. Bitner has received the W. P. Carey School of Business Graduate Teaching Excellence Award and the award for Outstanding Professor, PhD Programs. She serves as a Distinguished Faculty member at Fudan University, Shanghai, China and has taught for many years in ASUs EMBA program in China. Dr. Bitner’s current research is concerned with service infusion strategies in goods-dominant companies and the strategic roles of technology and contact employees in determining customer satisfaction with services. She has published articles relevant to service marketing and management in the Journal of Marketing, Journal of Service Research, Journal of Business Research, Journal of Retailing, Journal of Service Management, Journal of the Academy of Marketing Science, and the Academy of Management Executive. She holds a BA in Political Science and MBA and PhD degrees in Marketing, all from the University of Washington, Seattle.


Richard L. Boals
Richard L. Boals
President and Chief Executive Officer
Blue Cross Blue Shield of Arizona
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As president and chief executive officer of Blue Cross Blue Shield of Arizona (BCBSAZ), Richard L. Boals provides his strategic vision and expertise to the state’s leading health insurer.

Boals joined BCBSAZ in 1971 and has served in a variety of capacities, including president and chief operating. He was appointed as chief executive officer in April 2003.

Boals is a member of the board of directors for BCBSAZ, as well as for the Blue Cross and Blue Shield Association. In addition, Boals serves as president and board member of CSA General Insurance Agency Inc., a BCBSAZ subsidiary.

As a long-time advocate, Boals is active in the community and has been involved with countless professional and local organizations. His focus and dedication are aimed at youth and education, health, wellness and human services, economic and civic development, and arts and culture.

Boals is on the board of directors for Arizona Commerce Authority, Greater Phoenix Leadership, Arizona State University W.P. Carey School of Business Center for Services Leadership, Arizona State University President’s Club, Arizona State University Dean’s Council of 100, and the Maricopa Community Colleges Foundation. He is a member of the Translational Genomics Research Institute’s board of directors, Arizona Educational Foundation’s advisory board, and the Phoenix Police Reserve Foundation board of directors.  He is chairman of the board of directors for TriWest Healthcare and O’Connor House.

As a community and business leader, Boals has been honored with several awards: the ASU Alumni Leadership Award, the Maricopa Community Colleges Foundation’s Heroes of Education Award, the Victoria Foundation’s Advocates for Education 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, the Greater Phoenix Urban League’s Whitney M. Young, Jr. Individual Award, the Marine Corps Scholarship Foundation’s Globe and Anchor Award, and the Phoenix Business Journal’s Silver Anniversary Honor Roll Award.

Boals received his associate’s degree from Phoenix College and bachelor’s degree in accounting from Arizona State University. 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 BCBSAZ.


Scott Broetzmann
Scott Broetzmann
President & CEO
Customer Care Measurement & Consulting
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Scott is co-founder, President & CEO of Customer Care Measurement & Consulting (CCMC). CCMC helps Fortune 500 companies from every sector achieve a better ROI for improving the customer experience.

Scott’s creed for creating an extraordinary customer experience is simple: invest in those actions that lie at the intersection of increased customer loyalty and a favorable return on investment.

Over the past 30 years, Scott has been empowering marketplace leaders from all industries to deliver a more profitable customer experience.

Having collaborated with more than 400 companies, worldwide, in nearly every sector, Scott has a well-rounded, results-focused, and practical perspective on how to make the leap from measuring to managing the customer experience.

A pragmatic business analyst, he believes that the secret sauce for realizing customer experience profitability is motivating managers to translate the voice of the customer into a business case.

An emerging thought leader, Scott’s work and perspectives are routinely featured in the national and international conversation about the customer experience. You might read about his views in The Wall Street Journal, The New York Times, The Washington Post, USA Today, Business Week, Forbes, or Money. Or perhaps you might see his work referenced on CNN, MSNBC, or CBS News.


Stephen W. Brown
Stephen W. Brown
Emeritus Edward M. Carson Chair and Professor of Marketing Distinguished Faculty
Center for Services Leadership
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Stephen W. Brown is the Edward M. Carson Chair, Professor of Marketing Emeritus and Distinguished Faculty with the Center for Services Leadership (CSL), W. P. Carey School of Business, Arizona State University. He is also a Strategic Partner with The INSIGHT Group. From its founding in 1985 until May 2011, he served as the CSL’s executive director. He is also a former national president of the American Marketing Association. Professor Brown has co-authored and co-edited 23 books and over 100 articles. Much of his research and writing focuses on the science of service and the topics of strategic services marketing, service excellence and recovering from service failures. Currently, he’s devoting major research, executive teaching and consulting to the area of service infusion or growing service revenues in product-dominant companies. Dr. Brown has been identified as one of the ten most frequent contributors to the English-language services marketing literature in the world. He’s been awarded honorary doctoral degrees from the HANKEN School of Economics in Finland and from Karlstad University in Sweden. He is the recipient of the Career Contributions to Services Marketing Award from the American Marketing Association and the Educator of the Year Award from the Association for Service Management International. He serves as a speaker and seminar leader for conferences and business meetings around the world. Dr. Brown has co-founded three companies, and he serves on the boards of directors of several companies and a nonprofit organization.


Katinka Bryson
Katinka Bryson
Market Area VP
State Farm Insurance Companies
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Katinka Bryson, Market Area Vice President in the Great Western Zone (including six states: AZ, CO, NM, UT, NV and WY), began her State Farm career in 1992 as a State Farm Agent in Chula Vista, Calif. In 1995 Katinka was appointed Agency Field Consultant in San Diego, and in 1997 she assumed Agency Field Executive responsibilities in the Los Angeles market area. Katinka moved to Corporate Headquarters in 2000 as Director of Customer Access Marketing. From December 2001 to January 2010, she has served as Vice President-Agency in the Great Western Zone. During this time her responsibilities at different times have included Arizona, New Mexico, Wyoming, Recruiting, Learning and Development and the DAFO. Katinka received her bachelor's degree from Smith College, Northampton, Mass. She completed her CLU designation in 1997 and her CASL and ChFC in 2005. Katinka was born in Holland. She has also lived in Brazil, Austria, Pakistan, South Africa, and Australia and speaks four languages. One of her proud accomplishments is that in 2003 she climbed Mt. Kilimanjaro. Katinka is married to Chris and has five children: Michael (24); Tim (21); Andrew (18); and Kate and Ian (4).


Terry Cain
Terry Cain
Vice President, Global Customer Engagement
Avnet
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As Vice President, Global Customer Engagement, Terry Cain’s focus is on how companies create a culture of customer service excellence, where every employee understands why it’s important, and what their role is in delivering a consistently great customer experience every day. Providing real value that the customer perceives is real leads to a mutually beneficial relationship referred to as customer engagement.

Prior to this role, as Vice President, Operational Excellence, Terry managed a team responsible for Avnet Results, encouraging and rewarding employees to improve the company and contribute to an innovation culture at Avnet. He previously held positions as V.P. Shared Services, Solutions Development, Partner Alliances, and Business Development. In each of these roles, Cain was responsible for change management, building alliances, managing suppliers and developing market solutions for Avnet. A career constant is his passion and interest in customer service.

Terry’s career with Avnet began in 1974 in the warehouse, he subsequently moved to positions of customer service, inside sales, product management, field sales, and district and regional management. A mark of his leadership style is “Fun” and his teams have won numerous awards over the years. Terry is involved with the Center for Services Leadership at Arizona State University and currently serves as Board Chairman of Parenting Arizona, a non-profit child abuse prevention agency. He plays golf and music and resides in Tempe with his wife, Rebecca and has one adult son, Jonathan.


Richard Caselli
Richard Caselli
Professor of Neurology, Member Executive Operating Team
Mayo Clinic, Arizona
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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.


Cindy Casper
Cindy Casper
Senior Director, Knowledge and Insights
ASU Enterprise Marketing
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Cindy Casper is Senior Director for Knowledge and Insights at ASU. Cindy plays a key client services role within the Enterprise Marketing Hub in providing strategic insights to the units and schools within ASU. This is accomplished by providing an enterprise view of our diverse population base and by providing research support for the needs of each unit/school.

She joins us after having built and managed the Insights function for Sam’s Club. Prior to that, Cindy worked as director of consumer insights for American Greetings and also led marketing effectiveness initiatives for Jo-Ann Stores and OfficeMax. She began her career on the research supplier side with roles at ARS Group and Synovate.


Bernard J. Clark
Bernard J. Clark
Senior Vice President, Schwab Advisor Services
Charles Schwab
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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
Tom Curran
Principal, Service
Edward Jones
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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 volunteered in a number of regional leadership team roles. In addition, he served as a regional leader from June 2001 to December 2005, with responsibility for the success of nearly 80 other branch teams in northwest Illinois. As his business grew, he brought in another financial advisor to help him better serve clients.

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 headquarters, 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 Solutions, Branch and Client Solutions, Client Support, Service Optimization and Financial Advisor Career Development. Curran is a member of the firm’s Management Committee.

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.


Bobbi Dangerfield
Bobbi Dangerfield
Vice President, Global Commercial Sales Operations
Dell
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Bobbi Dangerfield leads Commercial Sales Operations in Dell’s Commercial Business. In her role, Bobbi is responsible for enabling sales productivity, business growth and customer experience while driving operational excellence and flawless execution. Bobbi served as Vice President, Global Relationship Business Operations from November 2010 to January 2012, ensuring that all aspects of the purchase process contributed to improved customer experience and sales force productivity. She served as Managing Director of the Dell Global Business Center from May 2008 to June 2011. In this role, she was responsible for building capabilities in Malaysia as an IT and Services strategic delivery center. Prior to the Global Business Center in Malaysia, Bobbi was General Manager for Dell El Salvador, responsible for leading Dell’s Consumer business for both U.S. and Latin America markets. Her leadership in both countries has created lasting bonds between Dell, and the Salvadoran and Malaysian governments through concerted efforts geared at leaving a Dell legacy in these countries by helping improve health, environment and education for the population. Bobbi joined Dell in August 1999 as an IT Director with responsibilities encompassing network, desktop and server support; help desk, systems operations, asset management and call center technology services for all internal Dell functions. Bobbi also led the U.S. Consumer Customer Care organization, U.S. Consumer Call Center Operations, Customer Experience, Customer Centricity and Global Technology Product Management organizations at Dell. She has more than 20 years of experience in Information Systems, Customer Service and Customer Relationship Management (CRM). Prior to joining Dell, Bobbi held positions at Burlington Northern Santa Fe Railway and IBM. She received her BBA in Marketing/Management from Dallas Baptist University and her MBA from Southern Methodist University. She is a member of the board of directors for Dress for Success Austin. Bobbi lives in Austin, Texas, with her husband, Elmer and her children, Paige and Tyler.


Brian J. Dunbar
Brian J. Dunbar
Vice President, Global Sales Operations
Lutron Electronics Co., Inc.
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Brian Dunbar is responsible for all global service and sales support for Lutron Electronics, Co. Inc. Based at the company’s headquarters in Coopersburg, PA, he frequently travels to Lutron facilities around the world.

Brian joined Lutron in 1988 as a Project Electrical Engineer. Since then, his career has spanned many areas including Engineering, Quality, Supply Chain, Finance, IT, a variety of roles in Customer Service and multiple Sales and Marketing assignments in Europe, the Middle East, Asia and Japan.

He was responsible for establishing Lutron’s Sales and Service center in Singapore; the A3E (Asia, Africa, Australia, and Europe) Service Center in India; as well as Lutron’s manufacturing facilities in China and Mexico. Brian has been in his current role as the Vice President-Global Sales Operations since January 2013.

Brian is a member of National Association of Manufacturers (NAM), the Association for Manufacturing Excellence (AME), and the National Electrical Manufacturer’s Representative Association (NEMRA). He has a BS in Electrical Engineering from Penn State and an MBA from Lehigh University.


Michael Evans
Michael Evans
Senior Vice President, General Manager, PreK-12 Literacy & Mathematics
Pearson Education's Curriculum Group
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Mike Evans is Senior Vice President, General Manager, PreK-12 Literacy & 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.


Neil Farmer
Neil Farmer
Vice President, Operations
A&W Canada
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Neil Farmer joined A&W Canada as a part time employee while in High School in Saskatchewan in 1976. He became a Restaurant Manager in 1985 before relocating to the Vancouver Head Office as a Marketing Analyst in 1987. In 1995, Neil left A & W to own and manage a consulting company in Toronto providing Operations and customer service expertise and services to the Food Service Industry. After relocating to the Interior of British Columbia with his wife and two sons, Neil rejoined A & W and has held a variety of positions throughout the company. In 2012 he was appointed to the position of Vice President, Operations.


Thomas Flaherty
Thomas Flaherty
Vice President, Franchnising and Franchise Relations
Agile Pursuits Franchising, Inc. A Procter and Gamble Company
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Thomas Flaherty has spent much of his 30-year professional career in the areas of law and franchising.  Flaherty spent a combined 12 years working in large law firms and in the legal department of Papa John’s International, Inc., as a Corporate Paralegal.  He also has served as Vice President, Global Franchising and Vice President, New Business Development for Papa John’s, based in Louisville, KY, and Chief Development Officer for Huddle House, Inc., based in Atlanta, GA.

Flaherty currently serves as Vice President of Franchising & Franchise Relations for Agile Pursuits Franchising, Inc. (“APFI”), a Procter & Gamble Company, where he is responsible for signing new franchise units, franchise administration and franchise relations for the Tide Dry Cleaners brand.  He serves in many other leadership capacities for the Tide Dry Cleaners brand, including:  Chairman of the Franchise Advisory Council; Real Estate Committee; Franchise Convention Committee; Compliance Committee; Newsletter Contributing Editor; Board of Directors participation; Leadership Team Member; and Culture Team Member.  He is also involved with the licensing arrangement for the Mr. Clean Car Wash brand.

Flaherty holds a diploma in Paralegal Studies and a B.S. in International Business.  He is a volunteer with multiple organizations, and has served on numerous Boards, including his current role on the Board of Advisors of Arizona State University’s Center for Services Leadership.  He has traveled to nearly 70 countries and negotiated and signed, or managed the signing of, franchise deals for well over 2,000 units on five continents.


Michael Gasparian
Michael Gasparian
Senior Vice President
Customer Support and Services & Worldwide Marketing
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Mike Gasparian is senior vice president, Customer Support and Services & Worldwide Marketing for Keysight Technologies.

Gasparian was most recently vice president of Agilent Technologies' Electronic Measurement Group's Operations and Services Businesses. During the course of his career with Hewlett-Packard and Agilent, he has held a variety of management positions, including marketing manager of HP's Loveland Instrument Division and general manager of the company's Personal Measurements Operation and Electronic Measurements Division. Following Agilent's separation from HP, Gasparian performed general management roles in Agilent's worldwide field operations and sales and marketing organizations.

Gasparian was vice president and general manager of Agilent's Multi-Industry Business Unit before becoming vice president and general manager of the Materials Science Solutions Unit in the company's Life Sciences and Chemical Analysis business. He was named the Agilent Electronic Measurement Group marketing manager in 2010.

Gasparian holds a bachelor's degree in electrical engineering from Duke University and an MBA from the University of Colorado.


Gopal (V.K.) Gopalakrishnan
Gopal (V.K.) Gopalakrishnan
Chief Marketing Office and Partner Business Head
Entercoms, Inc.
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Gopalakrishnan VK (Gopal), joined the Entercoms executive team in 2014, with over two decades of experience in the Industry and Services - Consulting, IT and Business Process. In his role at Entercoms, Gopal has responsibility for Global Marketing, building and driving revenue stream through global partnerships.

He is a recipient of “2013 Pros to Know award” from Supply & Demand Chain Executive (SDCE), USA.

Prior to Entercoms he was Vice President and Global Practice Leader at Genpact responsible for the post sales supply chain services business - Aftermarket Services and logistics. In his earlier role he set up the Travel, Transportation and Logistics vertical for a global IT major. He has created and led new businesses and engagements in multiple geographies, including the U.S., Asia Pacific including China, South Africa and India.

Gopal has played key leadership roles within manufacturing and automotive Industry, specializing in Supply chain and aftermarket. In his industry roles, in addition to business growth, he drove multiple initiatives, including the Deming Prize, new product development, ERP and other IT interventions.

As an entrepreneur he also created a technology IP company that led to global commercialization for patent developed, prior to which he worked with a Global Management Consulting major and implemented process and cost management programs across multiple industry segments.

A recognized thought leader and an invited speaker in the supply chain and aftermarket services space, Gopal serves actively on leading forums in India and abroad:

  • Advisory Board Member - Arizona State University's Center for Services Leadership (ASU CSL)
  • Past President-Delhi Roundtable-Council of Supply Chain Management Professionals (CSCMP)
  • Member of the National Logistics Advisory Council of CII (Confederation of Indian Industry)
  • Member-Government Committee (Supply chain)- National Centre for Cold-chain Development

A Mechanical Engineer, he also holds a masters' degree in Business Administration and is trained and certified on Lean, Six sigma, Deming Principles and Strategic marketing( by Dr. Philip Kotler).


Daniel Gutwein
Daniel Gutwein
Director, Retail Analytics
Intel Corporation
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Dan is currently the Director of Retail Analytics in the Retail Solutions Division, part of the Internet of Things Group at Intel. Dan has worked in retail for the past eight years and brings more than 25 years’ experience helping customers solve business problems with technology solutions. Dan has been with Intel since 2004. Prior to Intel, Dan held several senior management positions with AT&T including most recently as Director of Global Accounts in Southern California. Dan has experience in all aspects of business from start up to large corporation and has a BS in Economics and Finance from the University of South Carolina and his MBA from the University of Phoenix.

Dan also serves on the board of directors for Hoops of Hope. Hoops of Hope has raised millions of dollars to bring hope to orphan children in sub-Saharan Africa. Their projects include the building of a high school, building two medical clinics, two hope centers, four dormitories, multiple water projects and most recently, two computer labs.

Dan resides in the Phoenix, Arizona area with his wife and two children.


Brad Haeberle
Brad Haeberle
Vice President, Services
Siemens Industry, Inc.
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Brad Haeberle is the VP, Service Business Line Head for the Building Technologies Division of Siemens Industry, Inc. where is responsible for the portfolio strategy for the Service business to achieve superior profit, growth, and customer and employee satisfaction goals. He is also responsible for the Remote Services platform and IT Services application in alignment with Global and the Energy & Sustainability Business line. In his most recent role, Haeberle was the Segment Head for the Building Automation Service Business segment. Additionally, he was responsible for creating the service strategy for Siemens Industry, Inc., and he led a team tasked with developing the growth initiatives to allow Siemens Industry to grow its service revenue by 50%. He serves on the board of the Center for Service Excellence of Arizona State University.

Haeberle also served as the Vice President of Marketing for the Building Technologies a $2.2 billion North American division of Siemens AG.

At Siemens, Haeberle was responsible for driving marketing strategy, business intelligence, product and service identification, 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.


Andy Hayden
Andy Hayden
Vice President of Professional Services and Solution Support
Vocera Communications
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Mr. Andrew Hayden, Vice President of Professional Services and Solution Support at Vocera Communications in San Jose, CA, a leading communications technology company primarily focused in healthcare, has been in the technology sector for over 20 years. Mr. Hayden has held various leadership and executive level positions both domestically and internationally at start-ups including Commerce One and Velosel , as well as at large software companies including SAP, CA Technologies and BMC Software where he consistently built, grew and led professional services and support businesses in those organizations. Prior to his career in technology, Mr. Hayden held a variety of ever increasing leadership positions in both Retail and Manufacturing, serving for more than ten years in each industry sector. Mr. Hayden earned a BS in Business Management from Ramapo College in northern New Jersey.


Amy Hillman
Amy Hillman
Executive Dean and Rusty Lyon Chair of Strategy
W.P. Carey School of Business
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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
Alicia Holder
Director of Business Partnerships
Center for Services Leadership
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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".


Matthew Kemmerer
Matthew Kemmerer
Director, Infrastructure Support Services
Training Systems & Government Services
Boeing
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Matthew Kemmerer is the director of Infrastructure Support Services (ISS) for the Training Systems and Government Services division of Boeing Global Services & Support. Kemmerer manages a portfolio of programs that provides facilities management and logistics services to support critical Federal Government missions. In addition to his P/L responsibilities, he is also the Executive focal for the DC Region’s Emerging Leaders Development Program focused on developing Boeing’s next generation of leaders. Prior to his current role, Kemmerer led various Boeing teams spanning multiple skills and functions across all phases of the service program lifecycle including capture, transition and execution. Before joining Boeing, Kemmerer worked primarily in the professional services business leading programs that provided IT, management consulting and financial services to both the private and public sectors. Kemmerer holds a Bachelor of Business Arts in Accounting from The College of William & Mary in Williamsburg, Virginia. He is a certified public accountant (CPA) in Virginia and a certified project management professional (PMP) with the Project Management Institute. In 2012, he graduated from Boeing’s Program Manager Development Program. Matt and his wife Laura live in Chantilly, Virginia with their three boys.


Dave Lavanty
Dave Lavanty
Vice President, Global Services
Adobe
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As Vice President of Global Services for Adobe Systems Public Sector Division, David Lavanty is responsible for the growth and management of the company’s North American Public Sector market share delivering a wide range of information technology and strategic solutions including digital media, security, document management, web content management and digital asset management. He has direct responsibility for all technical services including pre-sales, professional services, account management, customer care, and managed services. Mr. Lavanty also directs the partner program to include recruiting, development and joint selling initiatives.

Mr. Lavanty has more than 30 years of experience in the IT industry, and has led global professional services organizations and built strategic customer relationships in various industries, ranging from federal, state and local government; higher education; financial services; and healthcare. Leveraging a collaborative working relationship that focuses on aligning people, process, technology and governance, he partners with customers to ensure maximum value from their IT investments.

Prior to joining Adobe Systems, Mr. Lavanty was SVP/GM of the Solutions Division at NJVC a large defense systems integrator where he led the company’s strategic diversification into commercial markets. Prior to NJVC, he was VP/GM with BMC Software. During his tenure, he managed an industry vertical business unit and oversaw strategic partner programs, including Global Outsourcers and Systems Integrators. In addition, he was VP, Global Services, with the company, and oversaw operations for a $200-million business unit; supervised a staff of more than 700 people, and managed Consulting, Education, Managed Services and Software as a Service business lines across all geographies.

Prior to joining Adobe Systems, Mr. Lavanty was SVP/GM of the Solutions Division at NJVC a large defense systems integrator where he led the company’s strategic diversification into commercial markets. Prior to NJVC, he was VP/GM with BMC Software. During his tenure, he managed an industry vertical business unit and oversaw strategic partner programs, including Global Outsourcers and Systems Integrators. In addition, he was VP, Global Services, with the company, and oversaw operations for a $200-million business unit; supervised a staff of more than 700 people, and managed Consulting, Education, Managed Services and Software as a Service business lines across all geographies.

Earlier, Mr. Lavanty was Group VP, Public Sector, Higher Education and Healthcare, with Oracle Corporation, where he managed and supervised multiple business units, including Government, Higher Education, K-12 Education, Healthcare Services and Life Sciences for the $35-billion enterprise software company.

Earlier, Mr. Lavanty was Group VP, Public Sector, Higher Education and Healthcare, with Oracle Corporation, where he managed and supervised multiple business units, including Government, Higher Education, K-12 Education, Healthcare Services and Life Sciences for the $35-billion enterprise software company.


April 2014


Lara Lee
Lara Lee
Senior Vice President, Customer Experience Design
Lowe's
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Lara Lee joined Lowe’s as senior vice president, customer experience design in 2013, and is responsible for translating business strategies into integrated, multi-channel experiences that deliver value to home improvement customers and to Lowe’s. Named a “Master of Innovation” by BusinessWeek in 2006, Lee has driven customer-centric business transformation for more than 20 years. She served most recently as chief innovation and operating officer at global design and innovation firm Continuum. Lee also spent 15 years at Harley-Davidson, building the international business, launching new ventures and running a division that designed and monetized customer experiences. Lee holds a bachelor’s degree in Chinese language from Brown University, a master’s degree in international affairs from the University of Pennsylvania and an MBA in multinational management from The Wharton School.


Greg Manganello
Greg Manganello
SVP Services
Fujitsu Network Communications
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Greg Manganello is SVP of Services at Fujitsu Network Communications Inc. He captains the Network Services business at Fujitsu, a role he has occupied since 2008. His broad strategic vision has enabled Fujitsu to transform its Services business into a high-growth, profitable powerhouse. Greg’s transformation-oriented, inspirational leadership style is the result of over 25 years of profit and revenue creation in technology companies. His tough-minded, innovative approach is focused on creating an organizational architecture in which top-flight talent can think big and perform beyond expectations. Greg began his career at Bell Labs as a solutions architect and advanced rapidly through various management roles. Throughout the 90s, Greg held positions as director of strategy, marketing and business planning, business development and executive sales. More recently at Alcatel-Lucent, (formerly AT&T Network Services, Lucent Technologies and Bell Labs) Greg was VP of business development in Brazil, then North America VoIP leader, and Industry and Public Sector VP. Greg holds a Bachelor of Science in Electrical Engineering and Computer Engineering from the University of Wisconsin and a Master of Science in Electrical Engineering from Cornell University. He also attended Penn State and Thunderbird University, earning executive education in Financial Analysis for Strategic Management, a Mini Master of Business Administration (MBA), and Financial Issues in Global Competition. He has been selected for the Fujitsu Global Knowledge Institute, a six-month senior leadership development program.


Rick McCombie
Rick McCombie
Senior Vice President, Distribution
The Co-Operators Group Limited
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"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.


Christine McHugh
Christine McHugh
Vice President, Customer Service and Operations Services
Starbucks Coffee Company
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Christine McHugh is currently Vice President, Customer Service and Operations Services. Christine oversees the company customer service strategy including the programs and philosophies for our retail stores. Her team is also responsible for operational planning and implementation of all other company programs and initiatives that are deployed to our to our retail stores in the U.S. and Canada. Prior to her current role, she was on an 18-month assignment reporting to a member of the senior leadership team to develop and deploy the Starbucks 2014 Global Leadership Conference for 2,000 district managers from around the world. Previously, she was the vice president, Global Business Optimization, where she was responsible for the company labor investment strategy, work and process improvement using Lean principles and functional store design and engineering. Christine joined Starbucks in 1989 as a barista and has held a variety of roles during her tenure in the organization including operations, licensed business development, foodservice sales, office coffee, human resources and learning and development.

Christine is a graduate of Antioch University where she majored in Leadership and Organizational Studies.


Mark McLoughlin
Mark McLoughlin
Senior Vice President & President US Lab Business
VWR International, LLC
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Mark McLoughlin is VWR’s Senior Vice President of Emerging Businesses. Mark brings over 30 years of commercial and strategic management experience to his role. In his position, Mark is responsible for leading a combination of VWR’s distribution, manufacturing and regional businesses (Mexico, Puerto Rico and Canada) in North America. Before joining VWR, Mark held the position of Senior Vice President, Chief Marketing Officer for Cardinal Health, Inc. based in Geneva Switzerland, where he designed and implemented an International Strategic Marketing Organization to support all the Cardinal Health business outside of the U.S. and Canada. Prior to this position, from 2002 – 2007, Mark was Sr. Vice President, General Manager of Cardinal Health’s Scientific Products Clinical Laboratory business located in McGaw Park, Illinois where he led the achievement of double-digit, profitable growth for three consecutive years. Prior to Cardinal Health Inc., Mark spent one year each at Norwood Abbey Ltd. and Ion Beam Applications, Inc., two healthcare technology companies. From 1996-2001, Mark held several vice president-level positions at Mallinckrodt Inc. He began his career in 1978 at American Hospital and Baxter Healthcare Corporation as a scientific products sales representative and over his 18 years with American Hospital and Baxter, spent time as an instrument sales specialist, area manager, corporate account executive, and managed care director. Mark is on the Board of Directors at Cytomedix Inc., serving as chair of the compensation committee. He also serves on the Board of the Laboratory Products Association (LPA). He graduated from the University of Arizona with a Bachelor of Arts, majoring in Psychology.


Mary Murcott
Mary Murcott
Chief Strategy Officer
Dialog Direct
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Mary Murcott transforms companies into peak performance organizations based on how customers and employees needs translate into behaviors. She is recognized for her breakthrough techniques that deliver unique value propositions through creating, sourcing, or bundling of technologies. Always a thought leader, she combines intuition with hard critical thinking, metrics driven analysis, and the fundamentals of process design. Where others have not seen the problem or a solution, Mary’s unique ability to reframe an issue and focus on the right data and anchor facts inspires people to chart a different course.

Mary currently serves as Chief Strategy Officer of DIALOGDIRECT, a private equity- backed direct marketing services, technology and customer experience outsourcing company. Previously, Murcott founded an international consulting company servicing Fortune 100 companies. She also served as SVP & CIO of Budget Rent-a-Car and Ryder Truck where she orchestrated the post-merger integration of the Budget and Ryder IT systems, laid the foundation for the Avis acquisition of Budget and consolidated 40 major centers. Earlier she held similar executive positions with international responsibilities at American Express and DHL Worldwide Express. At American Express, she reframed the understanding of the company’s cost structure and drove investments that changed service delivery configuration, eliminated service problems and refocused the sales force on sales.

Murcott graduated from Creighton University and has received numerous awards for building service organizations that drive brand equity, including the Ft. Worth Business Press’ 2013 Great Woman of Texas Award, Dallas Business Journal’s Women in Business Awards and Ernst and Young Entrepreneur of the Year Award in 2012. An author of the book Driving Peak Sales Performance, she recently published a revolutionary white paper entitled “The Business Case for Repatriation of Jobs to America” that outlines a new operating cost model. This white paper was the impetus for an invitation to meet with President Obama at the White House at a CEO Roundtable regarding Insourcing Jobs to America, her participation on a CSPAN panel, as well as a feature highlighting NOVO 1 in a Made in America series on ABC Nightly News with Diane Sawyer. As a futurist, she is a sought after international keynote speaker.


Marie Olesen
Marie Olesen
Founder & CEO
The Real Ratings Group, LCC
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Marie Olesen is the Founder & CEO of The Real Ratings Group, LLC. She also directs La Jolla Cosmetic Surgery Centre, a recognized innovator in the business of cosmetic plastic surgery. Stimulated by the work of Stephen Brown in the seminal ASU study on patient satisfaction, Patient Satisfaction Pays, Marie joined the CSL board in 2009, “My exposure to CSL events focusing on the Science of Service, prompted me to take a new look at patient satisfaction in cosmetic plastic surgery. Medical practices don’t understand the principles and benefits of service recovery which is dangerous in this age of ratings and reviews.” Olesen launched RealPatientRatings™ in September 2011. Partnering with Service Management Group, the largest customer experience agency in the world, she began surveying patient satisfaction in plastic surgery practices focusing on patient experience. Using SMG’s dashboard and smart phone technology, plastic surgeons could access real-regional and benchmarking. Olesen launched realpatientratings.com in early 2012 to help surgeons with ratings and reviews. By September, Google granted 5-star status to RPR’s reviews. More plastic surgery reviews can be found on Realpatientratings.com than any site. RPR reviews outrank Yelp, RateMD and Vitals in many searches. The Real Ratings Group became an endorsed partner of the American Society of Plastic Surgeons in October 2012. CareCredit, a division of GE Money, signed a marketing agreement with RPR for joint projects in 2012 and 2013. Olesen’s willingness to use technology to manage service and communication began in the early 1990’s. She founded Inform Software and introduced INFORM&CONSENT®, the first personalized informed consent program in plastic surgery. In 1995, she created INFORM&ENHANCE®, an industry-transforming CRM system which helped practices improve patient satisfaction and drive revenue. She developed performance metrics and performance benchmarks which have become industry standards. Olesen is an accomplished speaker, moderator and teacher. With her husband, R. Merrel Olesen, MD, she co-authored 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.


Amy Ostrom
Amy Ostrom
PetSmart Chair in Service Leadership
Professor and Research Director
Center for Services Leadership
W. P. Carey School of Business
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Amy L. Ostrom is the PetSmart Chair in Service Leadership and Professor of Marketing at the W. P. Carey School of Business at Arizona State University. She received her Ph.D. from Northwestern University. Her research focuses on issues related to services marketing including customers' evaluation and adoption of services, customers' roles in creating service outcomes, and transformative service. Her work has appeared in a number of journals including the Journal of Marketing, the Journal of Consumer Research, and the Journal of Service Research. Ostrom, who was selected as the 2004 Arizona Professor of the Year and the 2007 ASU Parents Association Professor of the Year, has supervised numerous undergraduate Honors theses. She has shared the service blueprinting technique with small start-ups to Fortune 500 companies to help improve their service processes and develop new service offerings.


Adrian Paull
Adrian Paull
Vice President, ACS Customer & Product Support
Honeywell Inc.
Automation & Control Solutions
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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.


Edward W. Petrozelli
Edward W. Petrozelli
President
The INSIGHT Group
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Ed has extensive experience in product and services strategy development, business development, sales management/marketing and organizational effectiveness. After 30 successful years at IBM, he retired in 2003 as a Senior Executive and member of the Senior Management Group. He held general management positions in several global IBM businesses with revenue responsibility over $1 billion. Ed’s last assignment was General Manager of Product Lifecycle Management (PLM) Solutions. Ed was also an IBM Corporate Emerging Business Opportunity (EBO) Executive with responsibility for establishing high growth businesses in emerging markets and was the executive lead on coverage transformation. Prior to joining The INSIGHT Group he assisted in client mergers and acquisitions engagements with venture capital firms and private investment banking firms such as Clayton, Dubilier & Rice, Inc At INSIGHT, Ed is responsible for Business Development and Market Plan Development. He has led numerous consulting engagements with INSIGHT clients in the areas of strategy, go-to market plans, services initiatives, developing new business models and global coverage structures. Ed serves on the board of advisors of Arizona State University’s Center for Services Leadership.


Michelle Proctor
Michelle Proctor
Director of Innovation
FedEx Services
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In Michelle’s 17 years at FedEx, she has lead the development of marketing strategy in multiple areas including Catalog, Market Segmentation, Automated Solutions, www.fedex.com and most recently Innovation. As the Director of Innovation, Michelle has been instrumental in the creation of the SenseAware platform including the product development, sales, alliance program, customer experience management and research, branding and software interface. She has been the lead on the co-creation effort and the SenseAware Customer Councils themselves. Michelle is a people focused leader and is passionate about people development. So much so, that she was selected to lead FedEx’s People First program aimed at creating programs targeted at investing in employee development and leadership. Prior to FedEx, Michelle worked at Smith & Nephew in the International Marketing Department developing their international marketing campaigns and go to market activities. Michelle holds a B.A. and Executive M.B.A. from the University of Memphis. She is the recipient of numerous awards including the distinction of being a two time winner of FedEx’s highest honor- the Five Star award. She serves on the FedEx Women’s Network and is the Executive Chair of The Conference Board’s Council of Innovation. She is active in the community and keeps things in perspective with four little girls at home that keep her very busy!


John F Qua
John F. Qua
Vice President, Services
National Industries for the Blind
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John F. Qua joined National Industries for the Blind (NIB) in June 2009 as Vice President, Services. In this role he is responsible for management of NIB’s Services Development team, which oversees strategic development, maintenance and expansion of an effective Services Development and Delivery Program at NIB. The goal of this program is to annually increase the employment number of people who are blind and set the standard for service excellence in the federal marketplace. Mr. Qua also has oversight for NIB’s network of 150 Base Supply Centers at federal installations nationwide, operated by NIB associated nonprofit agencies, as well for NIB’s Contracts Administration and Pricing and Operations Analysis functions.

Previously, Mr. Qua was the Acting Director, Acquisition Management (J-7), Defense Logistics Agency Headquarters at Fort Belvoir, Virginia. He was responsible for delivering acquisition plans, programs, policies and oversight in support of the directorate’s Acquisition Excellence with Integrity mission. Mr. Qua reported to DLA in 2007 after retiring from the United States Navy.

A Supply Corps Officer in the Navy, Mr. Qua held a variety of positions throughout his 26-year career. He retired in 2007 at the rank of Captain, after serving two years as the Commander of Defense Distribution Depot Norfolk Virginia (DDNV). Previously, Mr. Qua served operational tours afloat as Supply Officer, USS DONALD B. BEARY (FF 1085); Readiness Officer, USS JOHN F. KENNEDY (CV 67); and Supply Officer, USS GEORGE WASHINGTON (CVN 73). He also served in various logistics and acquisition billets ashore.

Mr. Qua earned numerous awards and decorations while in the U.S. Navy, including Defense Superior Service Medals, Meritorious Service Medals, Navy and Marine Corps Commendation Medals and various unit and campaign decorations.

Mr. Qua holds a bachelor’s degree in Economics from the University of New Hampshire and a Master of Business Administration degree from the Naval Postgraduate School. He is a Certified Professional Contracts Manager from the National Contracts Management Association and a member of the Department of Defense Acquisition Corps. Mr. Qua is DAWIA Level III certified in Contracting.

Born and raised in Massachusetts, Mr. Qua remains a lifetime member of the Red Sox Nation. He is married to the former Judith Ann Matthews of Manchester, Connecticut, and has two sons, Robert and Timothy.


Jagannath Rao
Jagannath Rao
President, Customer Services Division USA
Siemens Industry, Inc.
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In his current role as President of the Customer Services Division, Jagannath is responsible for directing and growing the Industry Services business in the U.S. Jagannath has worked in India, Germany and Singapore before moving to his current position in the U.S. He has held various senior and general management positions such as Regional Sales Manager for the Oil and Gas business, Vice President of Oil and Gas for Asia-Pacific and Vice President of IS Singapore including the Water Hub for the Asia-Pacific region.


Shannon Rawlins
Shannon Rawlins
Director, Sales and Operations Planning
First Solar
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Shannon Rawlins is the Director of S&OP and Order Management at First Solar with responsibilities for Global Sales and Operations Planning, Customer Service, Contract Management and Order Fulfillment. Prior to joining First Solar, Shannon worked in various customer facing positions including: Planning, Customer Support, Sales Operations, Portfolio Management and Quality at Dana Corporation and Dana Commercial Credit. Dana Commercial Credit won the Malcolm Baldridge National Quality Award in the service sector. Shannon holds a Bachelor of Arts degree in Business Administration from Lourdes College and an MBA from Bowling Green State University.


Scott Safar
Scott Safar
Divisional Vice President, Commercial Global Service Operations
Abbott Diagnostics
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Scott Safar is a divisional vice president in the headquarters of Abbott Diagnostics. Abbott is a global health care company devoted to improving life through the development of products and technologies that span the breadth of healthcare. Abbott has a portfolio of leading science-based offerings in diagnostics, medical devices, nutritionals, and branded generic pharmaceuticals. As a senior member of Abbott Diagnostics, Scott is responsible for commercial customer service operations worldwide.

In his current assignment, Scott is responsible for divisional strategy and execution surrounding global service selling, service expenses, customer experience, client loyalty and retention of base business worldwide.

Scott has been in industry 22 years and has functional managerial experience in R&D, quality, commercial sales, and customer service operations. Scott was a key R&D manager during the launch of the Abbott Architect, a flagship product line within the in vitro diagnostics industry. During his tenure as senior director systems R&D and global service at Abbott Molecular, he led the on-time launch for all major platforms, including the m2000 real-time PCR RNA/DNA device. He has started-up global service organizations and driven service sales as a business. In addition, he has a proven track record of significantly improving cost profile of mature service organizations while in parallel raising customer delivery and loyalty levels. Scott is named on sixteen patents and was recipient of the Chicago Sun Times Innovation Award.

Scott holds an M.B.A. from DePaul University and a B.S. in Mechanical Engineering from Marquette University. He is a member of the American Society of Mechanical Engineers, Advisory Board Member at the W.P. Carey School of Business, Arizona State University, is a marathon finisher, and a licensed private pilot.


Lee Scanzano
Lee Scanzano
Vice President, Customer Care
Cox Communications
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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.


Mike Tully
Mike Tully
President and Chief Executive Office
AAA Arizona
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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 led the tremendous growth of AAA Arizona over the last 15 years. Under his leadership, AAA’s equity growth has exceeded 800% and has been driven by consistent double digit revenue growth. Market awareness and brand strength for the company and its related products have continued to grow and improve and the company continues to recognize as one of the strongest within the AAA Association in terms of business development efforts and business results. Mike serves on the AAA Accreditation Commission, AAA Public Affairs Committee, and the AAA Traffic Safety Foundation Board. Mike is also the Chairman of Club Software Solutions, a wholly owned AAA technology firm.

Mike’s strong strategic focus has lead to the rapid expansion of its membership, automotive, financial, insurance, and travel service operations. He helped develop and implement AAA’s automotive buying service and AAA owned auto repair business and was a key driver in the establishment of a holding company with AAA Northern California, which has now expanded to a 22 state region. Mike is the CEO for AAA Arizona and is a member of the leadership 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 PJH Brands, 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.

Mike is a lifetime member of the Fiesta Bowl Committee. He also serves on the Boards of the Valley of the Sun United Way, the Arizona Chamber of Commerce, and the Arizona State University Center for Services Leadership. He is a member of the Young Presidents’ Organization, YPO Scottsdale Chapter Co-Chairman, Greater Phoenix Leadership and the President’s Club for ASU.

He is a past Chairman of the Board for Make-A-Wish Foundation of Arizona and past Board Member for the Boys and Girls Club of America, Greater Phoenix Economic Council, OpenTech Alliance, and served on the Finance Advisory Board for Arizona State University and was the past Vice Chairman for Financial Executives International.


Wolfgang Ulaga
Wolfgang Ulaga
Research Professor & Co-Executive Director
Center for Services Leadership
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Wolfgang Ulaga is Professor of B2B Marketing and Strategy at IMD. His research focuses on value-based differentiation and pricing in industrial markets (understanding, creating & delivering value for customers). He works with B2B firms focuses on managing the transition from product-centric to service-led business models in industrial markets and how manufacturers can sell services more profitably to become service and solution providers in industrial markets. Dr. Ulaga's recent research has focused on understanding the success factors of service-growth strategies, managing the change from a product-centric to a service-savvy sales force, designing B2B service portfolios, pricing of industrial services, and developing new service business models in emerging markets (India)

Prior to joining IMD, Professor Ulaga was on the faculties at HEC School of Management (Paris), ESCP-EAP (Paris), EDHEC (Lille), and the University of Notre Dame (Indiana). Before starting his career in academia, he worked in Frankfurt and Paris as a consultant for DML & Associés, an international management consulting firm

Professor Ulaga won the American Marketing Association (AMA) Winter Educator's Conference Overall Best Paper Award in 2011. Over the past 20 years, he has consulted with companies in diverse industries and designed and delivered customized executive programs to international corporations in a broad variety of markets such as aerospace, agricultural and construction equipment, cables, chemicals, energy, industrial gases, material handling, medical equipment, and telecommunications

Professor Ulaga's research has been published in leading academic and managerial publications including Harvard Business Review, Journal of Marketing, Journal of the Academy of Marketing Science (JAMS); Journal of Service Research, Journal of Business Research, European Journal of Marketing, Journal of Services Marketing, Industrial Marketing Management, Journal of Business and Industrial Marketing, and Journal of Business-to-Business Marketing, among others

He has written a number of Cases at IMD on service-based strategies for B2B firms, such as GE Healthcare India, Michelin Fleet Solutions and Châteauform. He also writes in the business press, having published articles in The Financial Times and Les Echos. Professor Ulaga co-authored a book on Service Business Models for Industrial Firms published at Eyrolles – Editions d'Organisation, Paris, France

Professor Ulaga is a member of the Editorial Boards of Industrial Marketing Management, Journal of Personal Selling & Sales Management, Journal of Business Market Management, and Qualitative Market Research: An International Journal. In addition, he is a member of the European Marketing Academy (EMAC) and the American Marketing Association

He holds a PhD from the University of Paris 1, Pantheon-Sorbonne and defended his Habilitation Thesis (HDR) at the University of Paris Dauphine. In addition, he is a Research Faculty at the Center for Service Leadership, Arizona State University.


James R. Weigand
James R. Weigand
President
DuPont Sustainable Solutions
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James R. Weigand is president - DuPont Sustainable Solutions. In his role, Mr. Weigand leads a global consulting and process technology business specializing in transforming workplaces and work cultures to deliver sustained improvements in safety, operational and environmental performance. Mr. Weigand began work with DuPont in 1981 in Wilmington, Del., in the finance organization, with assignments in the areas of federal and international taxes, business analysis, and mergers and acquisitions.

In 1987, Mr. Weigand joined DuPont Performance Coatings and held several leadership positions including European sales and marketing director and global business director for Ford, responsible for delivering coatings solutions to Ford worldwide.

Mr. Weigand was appointed director, DuPont corporate planning in 1999 where he guided corporate strategic direction and positioned the DuPont portfolio of businesses. In 2001, he was appointed regional sales and marketing director for Engineering Polymers, helping to achieve near double-digit growth in the Americas.

In 2003, Mr. Weigand 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. In October 2009, he was appointed president of DuPont Safety Resources, which is now part of DuPont Sustainable Solutions, an integrated business that also includes segments of DuPont Clean Technologies and Coastal Training Technologies.

As a native of Illinois, Mr. Weigand has a bachelor of science degree in Economics and Accounting from Augustana College, Rock Island, Ill., and an MBA in Finance from the University of Illinois.


thomas
Todd Williams
Vice President, Medical Customer Care Shared Service
Cardinal Health
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Todd Williams is Vice President of Customer Support Services, leading approximately 700 associates in our contact centers located in Radcliff, KY and Little Rock, AR and our field based resources supporting our Pharmaceutical and Medical segments.  Todd’s focus is on aligning and enabling teams to provide positive customer experiences and help our teams meet their goals.

Todd joined Cardinal Health in January 2011 as Vice President of EIT Business Operations supporting the Chief Information Officer and Enterprise IT team through Financial Planning & Analysis, Project Accounting, Performance Analytics and Supplier Management.

Todd’s experience at Cardinal Health also includes participation in the INSPIRE leadership development program, an inaugural member of Partners Leading Change and recruiting and selecting talent, especially at alma mater Indiana University.

Prior to joining Cardinal Health, Todd’s experience includes owning and operating an Express Employment Professionals staffing and recruiting franchise, Director of Administration and Enterprise Initiatives and Chief Financial Officer for the Indiana Public Retirement System (INPRS), various Corporate Finance roles at Eli Lilly and Company, and a couple of years at Deloitte & Touche.

Todd has a Master’s in Business Administration degree from Indiana University, where he had previously received his Bachelors in Accounting.

Todd resides in Dublin, Ohio with his wife Karen and his son Luke. His older son Connor is following in Dad’s footsteps at Indiana University’s Kelley School of Business. He enjoys quality time with the family, attending Columbus area events and festivals, dining, college and pro sports, and distance running.


Christopher J. Zane
Christopher J. Zane
President
Zanes Cycles
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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.