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Speaker Biographies

Andy Beaulieu
Results for a Change

As Principal of his own consulting firm, Results for a Change, and with over 20 years of experience, Mr. Beaulieu brings depth and insight to each performance improvement engagement. He has consulted to management, helped groups form and succeed, developed leaders, managed change initiatives, and reengineered business processes. He has managed projects, conducted all aspects of consulting assignments, coached client staff, and presented to large audiences. His current practice centers on helping organizations develop new approaches and capabilities. He helps organizations envision, architect, and implement organizational systems to accomplish new needs and goals.

As an external consultant prior to starting his own practice, Mr. Beaulieu’s clients have included large organizations in many industries. He implemented business performance improvement systems at American Airlines and Veteran’s Administration Hospitals. He supported restructuring efforts at British Petroleum and NASD. At Fidelity Investments he helped reorganize processing divisions into natural work teams, and provided team startup workshops to focus and jump start the performance of those teams.

Mr. Beaulieu earned a Master’s degree in Applied Behavioral Science from Johns Hopkins University. His undergraduate degrees are from the Wharton School and the School of Engineering and Applied Sciences at the University of Pennsylvania. In addition, he is certified in knowledge management, six sigma, benchmarking, Myers-Briggs Type Indicator (MBTI), project management, and various competency modeling and 360 feedback instruments. Mr. Beaulieu has authored eight book chapters published by Jossey-Bass and McGraw-Hill, two newsletter articles published by ASTD, as well as other articles and government reports.

Ralph Bernstein
Editor, Lean Manufacturing Advisor
Productivity Press

Ralph Bernstein is Editor of Lean Manufacturing Advisor, a monthly newsletter published by Productivity Press that is devoted exclusively to case studies and other articles about strategies and tactics for implementing lean manufacturing. He began his journalism career more than 30 years ago and has experience as a reporter and editor in newspapers, business trade magazines and radio. He also has worked as a business consultant and as head of a business networking group. He has a B.A. in journalism and speech from the University of Michigan and a M.A. in journalism from Ohio State University.

Chris Bogan
President and CEO
Best Practices, LLC

Christopher Bogan is a recognized expert and thought leader in the application of best practices for performance improvement. He has advised various Malcolm Baldrige National Quality Award Winners and other industry leading corporations. Mr. Bogan is a co-author of the highly acclaimed book, Benchmarking for Best Practices: Winning Through Innovative Adaptation, which has been hailed as "the new benchmark" for all those interested in benchmarking and best practice performance improvement. Mr. Bogan's first book, The Baldrige: What It Is, How it's Won, How To Use It to Improve Quality in Your Company, explores the quality systems of world-class companies. He is an honors graduate of the Harvard Business School and Amherst College. He sits on the boards of several corporations and is a Guest Lecturer at Northwestern University's Kellogg School of Management.

Mike Caceci
Business Process Manager
Xerox North American TeleWeb

Mike joined Xerox in 1980 in Westchester County, New York. During his career, he has held positions of increasing responsibility in sales, sales management, marketing and business operations across three business units, Xerox Business Services, North American Solutions Group and North American TeleWeb.

Mike’s business expertise includes strategic planning, leadership development, driving performance excellence and creating organizational change. Career highlights include:
    - Leading Xerox Business Services sales teams in the highly competitive document outsourcing industry, and consistently exceeding multimillion dollar revenue and profit plans.

    - Successfully developing and launching marketing programs, including an industry-first Total Satisfaction Guarantee that covered high-value document services outsourcing agreements. The result of this program alone was a doubling of new business orders in the first 120 days after its launch.

    - Working with senior executives to assess and prepare Xerox Business Services, a multi-billion dollar division, with over 4000 employees, for a Malcolm Baldrige National Quality Award application and multiple site visits. XBS was a 1997 Baldrige Award winner in the Services category.

    - Helping small and mid-sized organizations in the greater Rochester community to increase sales, create effective strategic plans, develop critical business skills and achieve their goals by providing consulting, coaching and professional development services.

Mike holds a BA in psychology and MBA in marketing management. He is Xerox Lean Six Sigma Green Belt certified. Outside of Xerox, Mike is a Senior Reviewer with the Empire State Advantage, New York State’s business excellence and quality award program. He is a member of an international network of consulting professionals and active member of the Rochester Business Alliance, Rochester Small Business Council, Greater Rochester Quality Council, and Rochester Professional Consulting Network.

A native of New York City, Mike lives in Pittsford, New York with his wife and two daughters. He loves to play golf when time and Rochester’s weather allow it.

Theresa Seastrom Esposto
Manager, Membership Services
Best Practices, LLC

Theresa Esposto is the account manager to Fortune 500 members of Best Practices' Quality and Performance Forum and Global Benchmarking Council. Ms. Esposto advises clients on performance management, quality, process excellence, benchmarking, and Lean Sigma deployments. She also oversees the development of quarterly Global Benchmarking Council conferences that address key member issues and provide forums for information exchange. Through primary and secondary research, including the cultivation of relationships with thought-leaders, Ms. Esposto has gained depth in the areas of Six Sigma, Balanced Scorecards, shared services, communities of practice, knowledge management, and branding. Ms. Esposto regularly contributes content expertise to benchmarking studies. Recent projects focused on improving the quality function, Lean Sigma deployments in service industries, and Lean manufacturing. Prior to joining Best Practices, LLC she spent nine years directing the Office of International Programs for a top-20-ranked MBA Program, growing international student enrollments and increasing the number of international electives, internships and exchange options available to MBAs and faculty. Ms. Esposto is a graduate of the University of North Carolina at Chapel Hill with degrees in International Studies and French.

Mansi Doshi
Lead Analyst, Financial Services Forum
Best Practices, LLC

Mansi Doshi uses her expertise in quantitative research and analysis to advise clients in a variety of productivity and business process improvement areas. Ms. Doshi has served as the lead analyst in many research projects in diverse functional areas across various industries, including pharmaceutical, financial services and food and beverage. Specific projects include: Delivering superior business and customer value through contact centers, Improving the quality function, Developing the high-performance market research function, and Benchmarking rotational development programs. In addition to her business research activities, Ms. Doshi also leads Best Practices, LLC internal marketing efforts. Ms. Doshi is a graduate of the University of North Carolina at Chapel Hill with a degree in Mathematical Decision Sciences.

Dr. Howard Fuller
Fuller, Jones & Associates

Dr. Howard T. Fuller is a Principal of Fuller, Jones & Associates, Inc., a professional process management and process improvement consulting organization. Previously, he was Corporate Vice President of Quality and Reliability at SanDisk, and Corporate Vice President of Worldwide Quality and Functional Excellence – Solectron. Additionally, he was the Corporate Director of Design For Six Sigma (DFSS), Six Sigma Master Black Belt and Principal Quality / Reliability Engineer at Seagate Technology. He was also the Manager of the QA / Statistical Support Group at LifeScan, a Johnson & Johnson company. His responsibilities have included the development and worldwide implementation of quality management systems such as: Six Sigma, Design for Six Sigma, Lean Manufacturing, Customer Feedback and Closed Loop Corrective Action, Quality Scorecards, ISO/TL/TS Regulatory Systems, Malcolm Baldrige, and Quality Training. Fuller has a BS in Mathematics and MS in Statistics from Southern Illinois University-Edwardsville. He also has Ph.D. in Quality Engineering from the University of Wisconsin-Madison and has published more than 25 papers in leading quality, statistical and validation journals.

Larry Halbig
Best Manufacturing Practices (BMP),
BMP Center of Excellence - Field Office: Indianapolis

Mr. Halbig manages the BMP Field Office in Indianapolis as an extension of the Best Manufacturing Practices (BMP) Center of Excellence, College Park, MD, and oversees special projects for the BMP program. He brings technical and management expertise to the BMP program, providing full-time technical support and advisory, and participates as a team chairman and a team leader in the BMP surveys. Mr. Halbig has been actively involved in the U.S. BMP Program since its inception in 1985.

Mr. Halbig accumulated more than 34 years of government service with the Naval Air Warfare Center (NAWC), Indianapolis, mostly in the Manufacturing Technology Department where he introduced advanced technology to the factory floor, participated in ONR’s ManTech and SBIR programs, and managed the Technology Transfer Office. His specialties include domestic technology transfer, benchmarking U.S. government and industry, advance manufacturing technology, partnership development, technology assessment, patent licensing, and R&D transition to production.

Andrew Jones
Fuller, Jones & Associates

Andrew Jones is a Principal of Fuller, Jones & Associates, Inc., a professional process management and process improvement consulting organization. Previously, he has led numerous Performance Improvement initiatives and as well as managed numerous Performance Improvement programs at organizations including SONY Pictures Entertainment, SONY Disc Manufacturing, Arvato Services (a subsidiary of BMG), GMAC Mortgage, Intuit, and Cisco Systems. Andrew has extensive performance improvement experience with a variety of Reengineering, Six Sigma, Lean and other multi-disciplinary organizational performance improvement disciplines. He has extensive work experience in improving Entertainment, Financial Services, End-To-End Supply Chain, and Supplier performance levels. Jones holds an MBA in International Business and is a Senior Examiner for the Baldrige National Quality Program.

Kay Kendall
Director and Master Black Belt, Scalable Systems Group, Quality Office
Sun Microsystems, Inc.

Ms. Kendall has spent more than 15 years as a quality executive leading large-scale change initiatives across diverse industries – aerospace, semiconductor automation equipment, computers and storage devices, and pharmaceuticals. She has extensive experience using the Baldrige Criteria, Six Sigma, Lean Manufacturing, Balanced Scorecards, Hoshin Kanri, and benchmarking to deliver results.

In 1996 Ms. Kendall began her affiliation with the Malcolm Baldrige National Quality Award, beginning as an examiner, then moving on to senior examiner. She recently completed her third year on the Panel of Judges. She is currently on the Advisory Board for the MassExcellence Program and served as a Judge for the California Award for Performance Excellence in 2001 and 2002.

Ms. Kendall is a Senior Member in ASQ and an ASQ Certified Quality Manager. She has served as an editor on the ASQ Quality Press Review Board since 2002. She was recently named as a National Director on ASQ's Board of Directors.

Ms. Kendall holds a Bachelor of Science degree from Purdue University with a major in microbiology and an MBA from the University of Arizona Eller School of Business.

John Kozak
Vice President Lean Enterprise
Rexam Beverage Cans America

Mr. Kozak has spent more than 20 years as a quality executive and has been with Rexam since May 2003. He is Vice President of Lean Enterprise, directing efforts involving six sigma tools, lean tools, and best practices to drive operational excellence. Mr. Kozak has extensive experience in supplier development, QS 9000, and program management. Prior to Rexam, Mr. Kozak led total quality initiatives at Johnson Controls, Inc. for 18 years, 11 years as Director of Quality and Six Sigma.

Mr. Kozak holds a Bachelor degree from Carthage College with a major in education and a Master of Science in Engineering Management from the Milwaukee School of Engineering.

Albert G. Lang Jr.
Best Manufacturing Practices Center of Excellence
BMP Field Office – Charleston, SC

Mr. Lang is a Survey Team Leader for the U.S. Navy’s Best Manufacturing Practices (BMP) Program. Mr. Lang has over ten years of experience leading engineering projects including experience as a program manager. His experience includes operating a reimbursable Navy Laboratory with 1200 primarily engineering personnel who work on a wide range of leading edge technologies in radar, infrared, material and IT. Mr. Lang implemented a balanced scorecard management approach at the Navy Lab which ultimately achieved a Baldrige award.

Mr. Lang was also the program manager for the Rolling Airframe Missile and the Phalanx defense systems where he planned and directed upgrades and procurements of 380 weapon systems installed on U.S. Navy surface ships. For the Rolling Airframe Missile program Mr. Lang managed a joint development and production effort with the Federal Republic of Germany. In these programs he managed a $200M operating budget in support of these ship defense systems and was responsible for long range planning of future investments. Mr. Lang was also Director of Combat and Electronic Systems for the new San Antonio class ships.

Mr. Lang holds an MBA degree from Florida State University and a B.S. degree from Tulane University.

Kent Lindner
Master Black Belt, GE Consumer Finance

Kent Lindner is the Master Black Belt for GE Consumer Finance Americas Portfolio Service Operations (PSO). PSO is the manufacturing center of excellence, focusing on applications, statements, letters, and remittance for a variety of consumer finance businesses within the US, Canada, and Latin America. Kent is responsible for quality programs for PSO, including Six Sigma and Lean.

Prior to this role, Kent held various operations and quality roles at GE Energy, including Risk Management Black Belt, Global Legal Master Black Belt, and Energy Services Logistics Leader.

Kent is a graduate of the United States Military Academy, West Point, the GE Junior Officer Leadership Program, and is currently pursuing an MBA at Emory University.

Ilene Lustigman
Director of Customer Service
NCCI Holdings, Inc.

Ilene Lustigman is the director of Customer Service for NCCI Holdings, Inc., in Boca Raton, FL. NCCI is the nation's most comprehensive insurance provider of workers compensation tools, and services for 41 states. Ilene managers the 72-person Customer Service Department-the primary point of contact of the initial customer experience at the company. Under her direction, more than 500,000 customer interactions and 75,000 pieces of correspondence are handled annually.

Kristen Smithwick
Manager, Financial Services Forum
Best Practices, LLC

Kristen Smithwick has led and participated in many research projects in the pharmaceutical, energy, automobile, computer hardware and financial services industries. Through best practice research, internal benchmarking, extensive interviews and surveys, she has helped a broad range of clients improve business performance. Ms. Smithwick brings rich experience in research, writing, planning, lead generation, marketing communications and contact management to the company. Since joining Best Practices, LLC, Ms. Smithwick has helped to refine membership service offerings, drive growth of membership services and assist clients with a variety of business needs from creating customer-centric marketing organizations to developing ideal staffing, structures and budgets in HR, procurement, operations and maintenance, public relations, and facilities management. Ms. Smithwick is an honors graduate of Duke University with degrees in sociology, markets and management.

Jonathan Tanz
Vice President of Research and Publishing
Jonathan Tanz leads work in quantitative benchmarking and productivity across a broad range of industries and economic sectors including Manufacturing, Service, Retail and Government operations. Jonathan has extensive experience working in the areas of organizational transformation, business process redesign, shared services, outsourcing, human resource systems, and merger integration efforts. Throughout his 17-year career working with Global 1000 companies, he has led engagements in the areas of Financial Management, Human Resources, Information Technology, and Supply Chain. Examples of international assignments include work performed with companies in Europe, Asia, Latin America and South Africa and Canada. Jonathan earned his MBA in Marketing and Finance from Carnegie Mellon University. He is also a graduate of Rutgers University where he studied Engineering, Physics and Cultural Anthropology.

Dale F. Weeks
Senior Executive Officer
Florida, Department of Revenue

Dale is the Senior Executive Officer for the Florida Department of Revenue. His primary role is serving as the agency's chief business process and benchmarking leadership officer, with an oversight responsibility for integrating all programs, all in the context of the proven Malcolm Baldrige Business Performance Excellence management framework.

Before coming to Florida in the year 2000, Dale was a senior management analyst at the Minnesota Department of Revenue, the 7th largest non-educational agency in that state where he was responsible for agency-wide performance measurement and benchmarking support, at all levels of the organization, strategically to senior management and operationally to the rest of the agency.

Dale is also a “founding parent” of the Minnesota Council for Quality, currently serves as the 2003-2005 Marketing Programs chairperson and Regional Councilor for The Government Forum , a division of the American Society for Quality, and was president of the Minnesota Chapter of the Strategic Leadership Forum. Prior to the public sector, Dale worked for approximately 20 years in the private sector at Control Data Corporation, General Mills, and Xerox Corporation, in various Marketing, Information Systems, and Consulting management capacities.

Finally, Dale has been an adjunct Marketing, Benchmarking, and Management faculty member at the University of St. Thomas Management Center, has taught International Business and Quality Management for the Carlson School of Management, and served on the Advisory Board of the Juran Leadership Center at the University of Minnesota. Dale holds a Bachelor's degree in Mathematics from St. Lawrence University in Canton, N.Y. and a M.B.A. degree in Finance from the University of Minnesota.

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