Our Expert Network:

Doug Morse is currently the Managing Principal for the Services Transformation and Innovation Group LLC. Prior to starting his company in late 2007, Doug was Vice President of Customer Experience and Strategic Planning for Global Customer Services at the Oracle Corporation. Doug has spent over 30 years developing service strategies and solutions for companies in high tech, medical equipment and telecom including over 18 years at IBM where he helped their transition to a services orientation. He has been a consultant to Fortune 500 companies guiding efforts to build highly profitable and customer focused global service organizations. 

 Douglas is a honorary member of executive advisory board for the Center for Services Leadership at the W.P. Carey School of Business at Arizona State University. He is also a member of the advisory board for the Industrial and Systems Engineering School at San Jose State University. Douglas has taught, and does guest lectures, at a number of leading global universities around Strategy, Marketing and Global Operations for Service organizations. Doug is a founding board member of the Services Research and Innovation Initiative (SRII ),

Dan Wiersma is a General Partner in the Services Transformation and Innovation Group LLC focusing on Customer Experience and Service Excellence.  Prior to 2009 Dan was SVP Sony Service Platform at Sony Electronics where he was known for his expertise in driving customer growth and loyalty through operational and service excellence. Dan came to Sony after a 27 year career with Kodak where he was Vice President Health Imaging and General Manager Electronic Products. 

Dan has over 30 years of unparalleled experience and expertise in both manufacturing and service operations. Under his leadership, Sony’s Consumer Service Platform registered unparalleled growth in customer loyalty and satisfaction as measured by Net Promoter Scores (NPS) which covers personal computer as well as home consumer electronic products.  Dan led the Service group to new efficiencies and high profitability while simultaneously becoming the highest employee-rated organization in Sony Electronics. At Kodak, Dan he led the effort to locate Kodak’s first wholly owned manufacturing operation in the People’s Republic of China in 1995.  Dan was instrumental in expanding Kodak’s push in Six Sigma and achieved ISO 9000 certification for the entire Electronic Products organization. 

Dan holds a BS in electrical engineering from the University of Toledo, and a MS in electrical engineering from Rochester Institute of Technology. Dan has been an active member of several industry organizations including the Center for Services Leadership at Arizona State University, AFSMI, SSPA ( now TSIA ) and Omega Management Group’s View From the Top.  He is a regular presenter and participant on management topics in the service industry

Haluk Demirkan (PhD & PMP) is an Associate Partner and Research & Teaching Fellow for the Services Transformation and Innovation Group LLC. Currently, he is a Professor of Information Systems & Supply Chain Management, and a Research Faculty of the Center for Services Leadership. His main expertise are on service science, orientation & sustainable innovations; strategic project & service management; business, social and cloud services-intelligence & analytics; information service supply chain management; process engineering; commoditized service-oriented information systems; digital enablement for business transformation & growth.

He has more than fifteen years of consulting and executive education experiences on how to maximize the return on the companies’ resources by effectively implementing process re-engineering, cost management and value co-production with business intelligence solutions (with analytics, mobile, cloud, social intelligence and active data warehousing) with Fortune 100 product & service companies such as American Express, Bank of America, IBM, Intel, Premier Healthcare, MicroStrategy, Teradata, Procter & Gamble, Darden Restaurants, Eckerd Corporation and Lending Tree among others. Industry positions he held include principle consultant for MicroStrategy, Inc., and process engineer & project manager for AT&T Universal Cards/Bell Labs and Citibank Corp.

During his 10 years higher education experience, he has authored or co-authored more than 100 publications, and he has recently co-edited two research books titled “The Science of Service Systems” and “Implementation of Service Systems.” In 2011, he is being ranked 50^th in Top-100 Rankings of World-wide IS Researchers according to the Association for Information Systems sanctioned Research Rankings. He also received the IBM Faculty Award and honors from IEEE & Decision Sciences Institute.

He is a board member for Teradata University Network; Service Research and Innovation Institute; INFORMS & AIS Service Science Sections, and Global Text Project. He is a Co-Editor of a Book Collection - Service Systems and Innovations in Business and Society, in Business Expert Press.

Dr. Demirkan holds a Doctorate of Philosophy in the Department of Information Systems & Operations Management; Post Master of Engineering and Master of Engineering in Industrial & Systems Engineering from the University of Florida, and Bachelor of Science in Mechanical Engineering from Istanbul Technical University.

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Jim Patrice is a Group Partner for the Services Innovation and Transformation Group LLC . Jim is also Managing Principal for the Service Impact Group LLC. Jim has over 30 years of experience in building, designing, and leading successful service organizations. Jim is a thought leader in operational excellence, service delivery and support.  He has successfully managed professional services, educational services, and customer support operations for several leading high-tech companies.  Jim was most recently Sr. Vice President of Customer Support for Oracle where he led a 7,000 person organization supporting over 200,000 global customers.   Prior to Oracle Jim was Vice President of Support and Sustaining Development for CRM at PeopleSoft.  Prior to PeopleSoft, Jim was the Senior Vice President of Services at Aspect Communications.  Jim has also held executive management positions at Silicon Graphics, Electro-Scientific Industries, and Digital Equipment Corporation.

Jim specializes in service organization transformations and prescribes to a customer success philosophy in his work. Jim is recognized for his leadership in services management and is a past recipient of the AFSMI Professionalism in Services Management Award.  Has has served on the Advisory Board for Service Management at San Jose State School of Professional Development and on the Services Executive Counsel for AFSMI.

 Dave Hare is an Advisory partner for Services Transformation and Innovation  Group LLC. David has over 30 years of experience in building, designing, and managing world-class service delivery organizations, international and offshore, with profitable service operations and industry-leading
customer satisfaction. Dave has a proven track record in leading a successful integration of support operations, business processes, technology, and organizational redesign in mergers and acquisitions.

 Dave was most recently At Symantec, and was responsible for 2500+ employees providing Global Support for all Symantec products as well as Business Critical Services, an almost $100M business. An avid believer in standards and certification, Dave championed and sponsored service delivery excellence initiatives that have achieved worldwide service recognition. 

Prior to Symantec, Dave was responsible for Global Product Support for all productsat Oracle. . While at PeopleSoft, Dave led the worldwide Global Support Center operations to achieve Support Center Practices (SCP) certification, and the worldwide Global Customer Care and the Product Support Advisor organizations to achieve ISO certification. Dave currently sits on the J.D. Power & Associates standards board for Certified Technology Service and Support. 

Dave serves on the board of directors of noHold, a leading web-based knowledge management technology company, Alliance of Technology and Women (ATW), and the Silicon Valley chapter of the Association for Services Management International (AFSMI).  Dave also serves on the board of advisors of Datanautics, a leading provider of analytic solutions. 

 Sid Saleh is an Associate Partner and Research for the Services Transformation and Innovation Group LLC. Sid is a doctoral researcher at the multidisciplinary ATLAS Institute of the University of Colorado, Boulder (Fall 2011). His research interests revolve around service value – how it is created and quantified. Prior to academia, he applied Conjoint Analysis to measuring the value customers expect from their service providers across diverse verticals and dispersed geographies. His article “Demystifying Conjoint Analysis” won the 2001 AFSMI’s Writers Award. With an undergraduate in Mathematics, Sid’s career meandered through Apple’s Claris, Gateway and several startups. He is a 2003 recipient of the George O. Harmon Award.

We are proud to partner with the NEO Group to help companies better utilize globalized resources to promote customer experience and enhanced services. Neo Group was founded in 1999 (Formerly neoIT) with the principle that talent in low cost locations and outsourcing firms, leveraged appropriately could create sustainable competitive advantage. Neo Group helps organizations benefit from the rise of services globalization and outsourcing around the world. We help create sustainable competitive advantage through the following solutions:- 

 Advisory – Neo Group's Advisory Solutions helps clients optimize and transform from "good" to "great", by integrating industry-leading research with experts, strategic insights and hands-on implementation support across all stages of the outsourcing and globalization lifecycle.

 Risk Monitoring – The Global Supply Risk Monitoring is an initiative from Neo Group to monitor ongoing “Risk” to stable operations at the Country, City and Supplier levels.

 Program Management – The Program Management solutions help client Manage, Monitor and Improve supply relationships. To provide these services, we draw upon our global resources, process expertise and analytical tools.

Partnership Opportunities

The Services Transformation and Innovation Group LLC works with many global and specialized resources to provide a full range of servces such as:

• Globalization
• Organizational Development and recruiting
• Research and Innovation
• Strategic Marketing
• Surveys
• Service Tools and Integration (CRM )
• Customer Data Architecture

We are always looking for new partnerships as we continue expand our portfolio and reach.