Professional Bio for William K. Pollock

William K. Pollock is President of Strategies For GrowthSM, a full service management consulting firm based in Westtown, Pennsylvania USA. During the past 30 years Bill has consulted to more than 250 client organizations throughout the United States, Canada, Europe, the Middle East, Southeast Asia and Australia. These engagements have involved strategic services planning, market research/surveys, customer satisfaction measurement and tracking, competitive market analyses and business intelligence gathering, vertical market assessments, operations assessments, business process evaluation/re-engineering, and the development of strategic recommendations for improving service performance and customer satisfaction.

Over the years, Mr. Pollock has made numerous speeches on the topics of strategic and marketing planning; best practices; customer satisfaction and loyalty; product and services marketing; Customer Relationship Management (CRM); and market awareness, image and positioning in a variety of major services venues. He has also had numerous articles published on topics including strategic services planning, customer satisfaction and loyalty, Customer Relationship Management (CRM), services marketing, reverse logistics, channel partnerships, vertical market segmentation, outsourcing, Business Process Evaluation/Reengineering (BPE/R), the bank/financial and healthcare services industries, and others for services trade publications including AFSMI's Sbusiness, Reverse Logistics Magazine, Healthcare Technology Management, 24x7, American Shipper, Bank Management, TAWPI's TODAY, and Field Force Automation's Mobilizer newsletter.

Bill also authored AFSMI's (now TSIA) Customer Service, Marketing and Business Development and Customer Relationship Management (CRM) columns from 1997 through 2006, and was a regular columnist for the Outsourcing/Services Technology Center chapter of CMP Publications' webzine for its entire two-year run. He has also "ghostwritten" published articles and "white papers" for more than two dozen client organizations since 1993, and was awarded AFSMI's "Professional Writers/Consultant" Writing Awards in 1994 and 1999 - the association's only two-time award winner in this category. In September 2007, Bill was inducted into AFSMI’s prestigious Presidents Club at the association’s annual World Conference and Expo.

From November 2008 through May 2010, Bill led Aberdeen Group’s Strategic Service Management Practice, holding the title of Vice President, Principal Analyst. During that time, he authored seven published benchmark reports covering the areas of contract and warranty management, reverse logistics, service benchmarking and measurement, service delivery optimization, parts management, and the state of service management. He also presented numerous webinars on these topics; led Aberdeen’s 2010 Chief Service Officers (CSO) Summit; keynoted the Reverse Logistics Association’s North American Conference & Expo twice (2009 and 2010); and presented at the Service Industry Association’s (SIA) 25th Anniversary Conference in Las Vegas.

In addition, Bill had previously held the position of Managing Analyst, Services Industry for the Datapro Information Services division of Gartner from 1994 through 2001, having authored more than 200 individual services market reports and competitive, domestic and international market analyses; services end-user needs and requirements assessments; services vendor profiles; and other related reports. In this capacity, Mr. Pollock also served as a co-designer and principal analyst for Datapro/Gartner's Worldwide Maintenance and Professional Services Database.

Bill received his BA and MBA/Marketing degrees from Temple University and has completed graduate-level work in Market Research at the University of Pennsylvania. He has also received formal training in ISO 9000, and was an inaugural appointee to the 1994 Board of Examiners of the Pennsylvania Quality Leadership Awards as a Senior Lead Examiner. He previously served as President of the Philadelphia Area Chapter of AFSMI, and founded the Philadelphia Chapter of the CRM Association. He also sat on the Board of the West Chester, Pennsylvania-based Friends Association for Care and Protection of Children, and served as Chairman of the Board for the Delaware Center for the Creative Arts (CCArts) (2005 - 2006). He has been married to Constance for 32 years, and resides in Westtown, Pennsylvania.

Professional Bio for Dennis R. Pickrel

Dennis R. Pickrel is a Senior Associate of the Westtown, Pennsylvania-based services consulting firm, Strategies For GrowthSM(SFGSM). Over the past several years, he has worked with the firm on a number of consulting engagements as an independent contractor. His principal role within the company is in the design and management of client engagements in the areas of service operations audits and assessments, Business Process Engineering/Re-evaluation (BPE/R), strategic services planning, and general management consulting. He is also actively engaged in the firm’s business development and client support activities.

Mr. Pickrel is a senior executive with more than 25 years of experience in the services industry, managing services operations from the conceptualization of ideas, involving business planning, business process development, systems requirements definition and selection, and organizational requirements planning; through full implementation and ongoing services operations management. He has a strong track record of generating double-digit growth, including turning around a division of a Fortune 500 Corporation.

As a strategic planner, Mr. Pickrel is skilled at conceptualizing, developing, and managing business development. In a career marked by numerous achievements, he counts among his chief accomplishments his part in turning around a struggling company, e-doc Architects/, and securing venture funding at a time when the technology industry was in a downturn. Mr. Pickrel orchestrated the closing of the Warrantycheck portion of the company at the same time he led the development of the business-to-business (B2B), e-doc Architects.

Before joining e-doc Architects, Mr. Pickrel performed another dramatic turnaround for a division of the Fortune 500 Brunswick Corporation (i.e., Life Fitness). As VP and General Manager, he developed the division’s mission statement and established quality goals and measurements, all while restructuring and motivating the division management team. Prior to Life Fitness, Mr. Pickrel was Executive Vice President at The Gasparovic Group from 1992 to 1995, and Vice President/General Manager - Technical Service Division for Square D Company from 1979 to 1992. He was Director of Marketing for Berko Electric Company from 1976 to 1979, and started his career as an Account Specialist with Powers Regulator Company in 1973. He also served one term as President of the Association For Services Management International (AFSMI) in 1999/2000.

Mr. Pickrel graduated from Missouri Western University with a BS in Electro Mechanical Technology. He has also taken extensive graduate level coursework in management at the following prestigious schools of executive management: Thunderbird, The American Graduate School of International Management; Darden Graduate School of Business Administration, University of Virginia; J.L. Kellogg Graduate School of Management, Northwestern University; INSEAD, Fontainebleau, France; and completed 60% of the course requirements toward an MBA at Ball State University. He is also a past president of AFSMI.

Dennis and his wife have raised two children and currently reside in Carlinville, Illinois, where he also serves on the Board of the Carlinville Hospital.

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