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Our Management Team

William Fonvielle Chief Executive Officer

Mr. Fonvielle is an internationally recognized authority on customer and employee satisfaction measurement whose research tools and methods have been used to assess customer focus and quality by hundreds of organizations in over three dozen countries. Previously Senior Vice President of Performance Measurement at the Forum Corporation, he has worked with many of the world's leading organizations on issues ranging from customer service to corporate strategic planning. 

Immediately prior to Forum, Bill worked for six years with noted Harvard Business School professor and author Rosabeth Moss Kanter helping major companies stimulate innovation and implement large-scale change. A sought-after speaker, he has presented speeches, workshops and seminars to audiences around the world. He has published dozens of business-related articles and is the author of From Manager to Innovator: Using Information to Become an Idea Entrepreneur (Administrative Management Society) and a co-author of The Changing American Workplace: Work Alternatives in the '80s (American Management Association). 

He was a founding member of the Greater Boston Chapter of the International Customer Service Association and was an accredited member of the Public Relations Society of America. He also served as chairman of the Massachusetts Product Development Corporation, a state-financed, privately operated corporation that provides product development capital to traditional manufacturers in Massachusetts. During a previous career in advertising and marketing communications Bill led work that garnered several national awards for excellence. His master's degree in management is from Yale University.

Lawrence P. Carr, Ph.D. Senior Associate Consultant

Dr. Carr is the Murata Dean of the F. W. Olin Graduate School of Business and a Professor of Management Accounting at Babson College. He has published over thirty articles, fifteen teaching cases and is a co-author of Total Quality Management: A Cross-Functional Perspective, Guide to Cost Management, and the forthcoming Assessing the Strategic Impact of Enterprise Resource Planning (ERP) Systems.

Prior to his academic career, Dr. Carr spent 18 years in industry. For eight years he was a division controller and vice president for Kollmorgen Corporation, a publicly held diversified electronics company. As President and CEO of OSRAM, Corp., the U.S. and Canadian subsidiary of OSRAM GmbH, part of Siemens, he developed and managed the dramatic growth (average of 31% per year) of this lighting company for eight years.

Dr. Carr's consulting clients include Lucent, GE, IBM, Siemens, Pitney-Bowes, Xerox, and others. He works in the areas of management control systems, performance measurement, and strategic cost systems; his research areas include the Cost of Quality, Multinational Transfer Pricing, and Activity Based Management and Performance Measurement. He has been published in Management Accounting, The Journal of Cost Management, Strategic Performance Measurement, International Journal of Strategic Cost Management and Sloan Management Review.

William M. Bernstein, Ph.D. Senior Consultant and Analyst

Dr. Bernstein designs and conducts statistical research to predict and evaluate the behavior of customers, managers, sales people and service personnel. He also works with executives to increase team alignment on business strategy and its implementation, and provides counsel to managers on personal and leadership issues. In addition to his own private consulting practice, Bill was previously associated with two management consulting firms: the Forum Corporation and Warner Burke Associates. AT&T, Citicorp, Coca-Cola, Columbia Presbyterian Hospital, Pitney Bowes, Kellogg's, The BBC, British Airways, British Telecom, GM Europe and NASA have been among his many clients. His Ph.D. in Social Psychology is from the University of Texas at Austin. He was a Post-doctoral Fellow at Columbia University in Basic and Applied Social and Organizational Psychology, and is currently a Clinical Fellow in Psychology at the Harvard Medical School. 

Bill has taught experimental methods, social and organizational psychology as a faculty member at Columbia University and New Mexico State University. He was a Visiting Research Associate in Psychology at Dartmouth College and is licensed as a consulting and clinical psychologist in New York and Massachusetts. A long standing member of the American Psychological Association, results of his research have been published in many books and professional journals, including Research in Organization Change and Development and The Social Psychology Quarterly. He has also served on the editorial review boards of the Academy of Management Executive, The Journal of Personality & Social Psychology, and The American Psychologist.

Robert Goss Midwest Division Director

Mr. Goss is an accomplished consultant, trainer and general manager with thirty-five years of experience in sales management, market research, total quality, team building, project management and change management. Most recently, Bob was the vice president of quality management at The Moore Corporation, Ltd. where he designed and implemented a global customer satisfaction measurement process, and planned, directed and implemented global quality initiatives and strategies. As a vice president of marketing, he has been responsible for all aspects of strategic marketing for a $130 million direct marketing business. As a director of sales for a marketing services provider, he has developed new approaches to sales compensation and team-based incentive compensation. 

He also led a 32-person sales team and established new approaches to field sales deployment resulting in higher productivity. Bob attended Rutgers University where he focused on marketing and management, and earned an MBA with Honors from Lake Forest Graduate School of Management. He is a frequent speaker at conferences in Europe, North America, and South and Central America, and guest lectures at several colleges and universities.

Diann Strausberg Senior Project Manager

Ms. Strausberg is an expert in "voice of the customer" system design, competitor intelligence, market and customer research, the use of on-line data services, knowledge base development, and performance measurement. Her twenty-five years of research and research-related experience includes fifteen years at the Forum Corporation where she served at various times as director of market research and manager of performance measurement. Her clients have included Allstate Insurance, the Brookings Institution, Coldwell Banker, Cedar Sinai Hospital, Digital Equipment Corporation, the Rand Corporation, Ikon, Standard and Poors, and Coastal Mart. Diann holds a Bachelor of Arts with high honors in Psychology and Sociology from Indiana University and a Master of Liberal Arts in Research Methods and Writing from the Extension School at Harvard University.

Maureen Burke Chief Financial Officer/Financial Sector Consultant

Maureen Burke is an accomplished financial consultant who specializes in accounting system design and management, as well as the formulation and implementation of operational and financial policies and procedures. Her twenty years of business and financial related experience include founding her own financial consulting, design, and training business. Maureen brings many years of banking experience to her position including service as a manager and corporate officer with BayBanks, Inc. She was a presidential scholar and holds a bachelor's degree with honors in Sociology and French from Merrimack College, as well as Foundations of Banking diploma from the American Institute of Banking. Maureen has continued her education with several post graduate courses in accounting, business management, psychology, and education.


Performance Measurement Associates, Inc.

Copyright 2001 [Performance Measurement Associates, Inc.]. All rights reserved.
Revised: October 21, 2005