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Dr. Barbara Heller |
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Professional Experience For the past 20 years, Dr. Heller has designed, coordinated, and implemented various types of research projects. She blends quantitative and qualitative techniques to meet the unique needs of each situation. Barbara has developed many innovative organization assessment approaches, including a Customer Value Assessment processes and the Purpose and Process based Model of Organization Culture Assessment.
One of her particular areas of interest is the alignment between Customer Value Differentiators and Organization Culture Capabilities. She designs, facilitates, and interprets multi-national diagnostic processes to identify targeted opportunities for comprehensive organization improvement initiatives.
Her specialties include customer relations, conflict management, diversity/multicultural issues, coaching and leadership. Most recently, Barbara worked with a major consulting firm where she specialized in helping clients design, administer, and analyze the results of major customized assessment projects.
Barbara has designed, developed, and presented training on a variety of topics, including: Assessing Customer Value, Facilitating Feedback Sessions, Facilitation Skills, Internal Consulting Skills, Mid-Manager Training, and Teamwork.
Dr. Heller has worked in many industries including consumer electronics, retail, agricultural manufacturing, glass manufacturing, pharmaceutical, consumer product manufacturing and packaging, high-tech, telecommunications, professional services, public sector and education.
Dr. Heller has a great deal of international experience including working with clients in Canada, Scotland, England, France, Singapore, the U.S.A, and Germany.
Barbara draws on previous work experience at L.L. Bean, Inc., and at the University of Illinois. She has extensive experience in selecting, orienting, training, and supervising staff, and in managing large complex projects.
Her publications include Linking Creativity, Common Vision and Customer Connection: Synergy for Organizational Competitiveness, (Burns & Heller, National Productivity Review, Autumn, 1994) and Distance in Organizations, (Heller & Ferris, Human Resource Management Review, Winter, 1994). She has spoken at multiple national and regional conferences about measuring and improving customer value.
Education
Barbara received her Bachelor of Arts degree in Psychology from the University of Maine at Orono, with a concentration in International Affairs. She earned her Masters degree with a concentration in Conflict Resolution, and her Ph.D. with a concentration in Organization Behavior from the Institute of Labor and Industrial Relations at the University of Illinois; Urbana-Champaign. |
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Burns Associates |
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Business Process Improvement Specialists |
