Speaker Biographies

James L. Heskett

Baker Foundation Professor, Graduate School of Business Administration, Harvard University

A member of the faculty of the Harvard Business School since 1965, he has taught courses in marketing, business logistics and management of service operations, business policy, and general management. He has been a member of the faculty of Ohio State University as well as president of Logistics Systems, Inc. He is a member of the board of directors of Office Depot, Limited Brands and Intelliseek. He has served as a consultant to companies in North America, Latin America, and Europe.

Among the many books written by Professor Heskett are: co-authorship of The Value Profit Chain (The Free Press, 2003); The Service Profit Chain (The Free Press, 1997); Corporate Culture and Performance (The Free Press, 1992); co-authorship of Service Breakthroughs: Changing the Rules of the Game (The Free Press, 1990); and co-authorship of The Service Management Course (The Free Press, 1991).

Professor Heskett is a member of the editorial boards of the Journal of Business Logistics and the International Journal of Service Industry Management. He was the 1974 recipient of the John Drury Sheahan Award of the Council of Logistics Management and the 1992 Marketing Educator of the Year Award of Sales and Marketing Executives International.

Brian Marson

Senior Advisor, Policy and Service Transformation, Treasury Board of Canada Secretariat
As a result of his teaching, writing and leadership in promoting citizen-centred service, Brian Marson has become well known across the public sector in Canada and the United States for his advocacy of excellence in public service and for his leadership in co-founding the Institute for Citizen Centred Service.

He is co-author with Kenneth Kernaghan and Sandford Borins of The New Public Organization (Toronto, ON: Institute of Public Administration of Canada, 2000) and co-editor with Jim McDavid of The Well-Performing Government Organization (Toronto, ON: Institute of Public Administration of Canada, 1991). A former national president of the Institute of Public Administration of Canada and vice president of the Canadian Centre for Management Development, Marson has also taught graduate courses in public policy, economics and public management at Queens University, Harvard University, and the University of Victoria.


Ralph Heintzman

Senior Research Fellow, Faculty of Social Sciences, University of Ottawa and Senior Fellow, Massey College, University of Toronto
Ralph Heintzman's extensive career in the public service includes the positions of vice president, public service values and ethics of the Public Service Human Resources Management Agency of Canada and head of the Office of Public Service Values and Ethics. Heintzman also served as assistant secretary of strategic policy and planning, and of service and innovation in the Treasury Board of Canada Secretariat.

He was the founding chair of the Public Sector Service Delivery Council, and launched both the Service Canada and Service Improvement initiatives. He has contributed articles and reviews to such scholarly journals as the Canadian Historical Review, the Canadian Journal of Political Science and the International Review of Administrative Sciences; and is currently a member of the editorial boards of both Governance and Canadian Public Administration magazines.


Deborah L. Kerr, Phd.

Sr. Vice President, Human and Organizational Development, American Heart Association, Austin, Texas, and Balanced Scorecard “Officer.”
Deborah has over twenty years experience in executive management, consulting and teaching.  In 2005, she joined the American Heart Association (AHA).  She is also on the graduate faculty at the George Bush School of Government and Public Service, Texas A & M University where she teaches policy formation and advanced management.

As a member of the AHA’s executive team, she leads the design and implementation of human capital systems, strategy execution and performance management. Before moving to the Heart Association, Deborah served on the executive team at the Texas State Auditor’s Office (SAO) where she led the development of innovative processes that have been adopted by audit organizations across the U.S. She directed the development of the office’s scorecard, and in 2004, the SAO was named to the Balanced Scorecard Hall of Fame, which recognized its performance management system as one of the world’s best. Deborah’s work in performance management has been written about in Financial World magazine and featured in both Paul Niven’s 2002 book Balanced Scorecard Step by Step and Mohan Nair’s 2004 book Essentials of the Balanced Scorecard. 

She also has served on the National Advisory Panel for Human Resource Performance Measurement at the Maxwell School of Government, Syracuse University, to develop public sector performance measures for the “Grading Government” series published in Governing magazine. 

Deborah holds degrees from St. Mary’s College (Notre Dame), Columbia University, and the University of Texas at Austin. 


Dale Weeks

Senior Executive Officer, Florida Department of Revenue, Tallahassee, Florida. 
Dale serves as chief business process and benchmarking officer for the 6th largest state agency in Florida with close to 5,300 employees and an operating budget of $400+ million. His major role is to lead both strategic and operational global benchmarking across all six operating and support programs as a basis for supporting the agency vision of “becoming competitive and surpassing the world’s best in everything we do.” Before coming to Florida in 2000, Dale was a senior management analyst at the Minnesota Department of Revenue, responsible for department-wide performance measurement and benchmarking support, at all levels of the organization.

Dale is a “founding parent” of the Minnesota Council for Quality, and was the 2004-06 president of the North Florida Chapter of the American Society of Public Administration. He has chaired the ASQ Government Division and is currently vice chair of marketing and programs. 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.

Dale holds a Bachelor's degree in Mathematics from St. Lawrence University in Canton, N.Y., an M.B.A. degree in Finance from the University of Minnesota, and has taught management, international business, marketing, and benchmarking at the college and continuing education levels.