Improving Performance in Service Organizations

Joyce Ann Miller (Ph.D, Kent State University and University of Akron) is a sociologist specializing in evaluation research and social policy. She established KeyStone Research Corporation (KSRC) in 1980 and has more than thirty years of experience in providing research and organizational development services to organizations in the service sector. She also served as a professor of sociology at Villa Maria College and Gannon University, where she held the position of associate provost for two years and developed a system of learning outcomes assessment for the university. Tatiana Bogatova (MBA, Gannon University) has more than ten years' experience in policy/program research, data analysis, and evaluation studies. She has participated in development and implementation in a number of research and evaluation projects including Evaluation of the T.E.A.C.H. Early Childhood® Project Pennsylvania and Assessment of the Impact of Education on Caregiver Knowledge and Performance for the Pennsylvania Department of Public Welfare. Her educational background is in quantitative analysis and organizational learning and leadership. Bruce Carnohan is a specialist in the marketing, training, and implementation of lean and Six Sigma tools with an advanced diploma in industrial management from Bristol Polytechnic, UK. His educational background is in plastics and rubber technology. He has worked as a consultant in operational and marketing aspects for both nonprofit and for-profit organizations.