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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.
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