Publications & Presentations

JOURNAL ARTICLES

“Using the Baldrige Criteria as a Framework for Program Assessment.” Best Practices in Accounting Program Assessment, Thomas Calderon, Brian Patrick Green, and Michael Harkness, editors.  Advances in Accounting Education: Teaching and Curriculum Innovations.  Oxford, England: Elsevier Ltd., 2006. 

“Using the Malcolm Baldrige National Quality Award Criteria to Enable Knowledge Management and Create a Systemic Organizational Perspective.” Creating Knowledge Based Healthcare Organizations, Nilmini Wickramasinghe, Jatinda Gupta, and Sushil Sharma, editors.  Hershey, Pennsylvania: Idea Group, Inc., 2005.  (Co-author Sharon Muret-Wagstaff)

“Resources for Managing the Institution in These Turbulent Times,” Change, January-February 2004. 

“Developing a Theory of Change for Higher Education,” AAHE Bulletin, December 2002. 

“Using I-Charts to Enable Strategic Decision Making at Dunkin’ Donuts,” Journal of Innovative Management, Winter 2001-02.  (Co-authors Ismael Dambolena and Steve Gadziala.) 

“Negotiating Change on Campus: Learning from Five Years of the AAHE Summer Academy,” AAHE Bulletin, February 2001.  (Co-author Elaine Landry.) 

“Royal Performance Indicators.” Quality Progress, February 2000.  (Co-author Richard Voos.) 

“Pilot Projects Expand Baldrige Award into Education and Health Care.”  Journal of Innovative Management, Spring 1999. 

“Key Indicators: Taking a Measurement of Institutional Performance.”  AAHE Bulletin, December 1998. 

“Applying Benchmarking in Higher Education: A Review of Three Case Studies.” Quality Management Journal, Volume 5, Issue 4 (1998).   

Powerful Partnerships: A Shared Responsibility for Learning, with Judith Berson, Paul M. Oliaro, David L. Potter, Patrick T. Terenzini, and Geneva M. Walker-Johnson, 1998.  A joint publication of the American Association for Higher Education (AAHE), the American College Personnel Association (ACPA), and the National Association of Student Personnel Administrators (NASPA). 

“The Shared Responsibility for Student Learning: Ten Principles.”  AAHE Bulletin, October 1998.  (Co-author Scott C. Brown.) 

“Enrollment Management at Babson College.”  Global Cases in Benchmarking, Robert C. Camp, editor.  Milwaukee, Wisconsin:  ASQ Press, 1998.  (Co-authors Charles S. Nolan and C.J. McNair.)

“All Quiet on the CQI Front?”  AAHE Bulletin, March 1998.   

“Key Measures for Organizational Performance.”  Journal of Innovative Management, Spring 1998. 

“Total Quality:  A Mechanism for Institutional Change and Curriculum Reform.”  Total Quality in Higher Education:  Academic Applications, Harry V. Roberts, Editor.  ASQC Press, 1995.

“Engaging Faculty in Continuous Improvement and Change Initiatives.”  TQM in Higher Education:  Is it Working? Ronald R. Sims, Editor.  Greenwood Publishing Group, Inc., 1995. 

“Babson College.”  25 Snapshots of a Movement: Profiles of Campuses Implementing CQI, American Association for Higher Education, 1994.

“TQM in Higher Education: The Babson College Journey.”  The Center for Quality Management Journal, Fall 1993. 

“A Company Cannot Live by its Quality Alone.”  Quality Progress, August, 1989.  (Co-author J. Wayne Patterson.) 

 CASES

“Dunkin’ Donuts: Improving Service through the Application of Quality Tools, with Ismael Dambolena and Steve Gadziala

“St. John Knits,” Babson College, 2000, with Donna Stoddard. 

“Gillette Argentina: The Transition to a Quality Culture,” Babson College, 2000, with Anne Donnellon.

“Quality May be Free But it is Not Painless,” Babson College, 1999, with Robert Bonnevie.”

As the Cookies Burn,” Babson College, 1998, with Andrew Clarkson and James Hunt.

“Boomerang Furniture Suppliers.”  Case (A), (B), and Teaching Note, Babson College, 1996, by John Collins, Jeffrey DellaRovere, Ben Heirs, Christopher Stone, and Christopher Schwarz under my supervision.

“Waltham-Weston Hospital and Medical Center: Quality Improvement in the Emergency Department, Babson College, 1995, with Mark Davis, Janelle Heineke and Vicki LaFarge.

 SELECTED PROCEEDINGS

 “The Value of Customer Focus: Lessons from a Decade of Baldrige Award Recipients” 2003 Production Operations Management Society Proceedings.  (Co-author Kathleen Seiders) 

“Quality in Reverse: Getting Logistics Right.” 2002 Production Operations Management Society Proceedings.  (Co-author Paul Mulligan) 

“The Baldrige Award for Education.”  1999 Proceedings of the Decision Sciences Institute. 

“Key Measures for Organizational Performance.” 1997 Proceedings of the Decision Sciences Institute. 

“Using Student Teams to Lead a Malcolm Baldrige National Quality Award Self-Assessment.”  1996 Proceedings of the Decision Sciences Institute. 

“Teaching Cats to Line Dance: The Professional Service Provider Dilemma.”  GOAL/QPC’s Eleventh Annual Conference Proceedings, November 1994 (Invited Session).

“Recruitment and Retention: Students as Key Customers.”  Total Quality Forum VI, Dallas Texas, October 1994.  (Invited Session)

“A Course in Total Quality Management for Business Students.”  1992 Proceedings of the Northeast Decision Sciences Institute. 

“Company Wide Quality Control: A Necessary Foundation for Competitive Survival.”  1989 Proceedings of the Southeast Decision Sciences Institute. 

 SELECTED PRESENTATIONS

“Creating Competitive Advantage through Sustainable Design.”   Association for the Advancement of Sustainability in Higher Education, October 2006, Tempe, Arizona.

“Assessing Learning Outcomes: From Articulating Expectations and Measurement Approaches to Closing the Loop and Improving the System.”  AACSB Associate Deans Conference, December 2005, Atlanta, Georgia.

“Developing a Systematic View of Organizational Change.”  AAHE Learning to Change Conference, March 2003, Washington, DC.

 “The Baldrige Criteria for Performance Excellence: How does Your Institution Compare?”  AAHE Forum on Assessment, June 2002, Boston, Massachusetts.

Key Performance Indicators.  AAHE Summer Academy, July 2002, Mount Snow, Vermont.

“Using the Balanced Scorecard in Higher Education,” Invited Plenary, AACSB Finance and Administration Conference, December, 2001, San Antonio, Texas.

“The Painfully High Standards of the Malcolm Baldrige National Quality Award: How Would Your Institution Compare?”  Invited Workshop, AAHE Assessment Conference, June 2001, Denver, Colorado.

“The Joint Task Force on Student Learning: Implications for Accreditation,” Middle States Accreditation Annual Conference, December 1999, Washington, DC.

“Culture Change in Higher Education,” Total Quality Forum VIII, October 1998, Madison, Wisconsin.

“Waltham-Weston Hospital.  Case (A) The Challenges of Implementing TQM; Case (B) Quality Improvement in the Emergency Department; and Teaching Note.  Decision Sciences Institute Case Award Competition Finalist, November, 1997, San Diego, California.

“Self Assessment and Application Preparation.”  “The Feedback Report and Its Use.”  “Evaluator Experiences.”  The Quest for Excellence VIII (Baldrige Winners Conference), February 1996, Washington, DC.

“Strategies for Effectively Engaging Faculty in Continuous Improvement.”  American Association for Higher Education (AAHE) National Conference, June 1995, Boston, MA. 

“A Top-Down and Bubble-Up CQI Strategy at Babson College.”  Conference on Continuous Improvement in Higher Education: What Really Happens? Cincinnati, Ohio, March 1994.

“The Application of TQM/CQI to Academic Areas.”  CQM University Affiliates Roundtable, Boston, MA, September 1994. 

“Theory of Constraints and its Application to Expediting.”  The National Conference of the Expediting Management Association, Boston, MA, October 1994.

“Restructuring Business School Curricula: An Update.”  Invited Panelist, 1993 Northeast Decision Sciences Institute Regional Meeting, April 1993, Philadelphia, PA.

 “Using Tools and Techniques of Total Quality Management for Improving Teaching Effectiveness.”  1993 Decision Sciences Institute Professional Development Workshop (Invited Session), November 20, 1993, Washington, DC.  (Co-presenter Ashok Rao)