• Learn the latest scientific research in behavioral economics.
• Understand hidden barriers in transforming the organizational culture
• Define the key success factors for ensuring employees personify the brand promise.
Dr. John Timmerman, Mercy's Vice President of Operations, is a recognized expert in creating outstanding customer and patient experiences by integrating business plans with cultural, systems, and technologies. Prior to joining Mercy, he served as the Chief Scientist for Gallup, Quality Advisor for The Cleveland Clinic Foundation, Corporate Vice President of Operations & Quality for The Ritz-Carlton Hotel Company, and Global Vice President of Guest Experience & Operations for Marriott’s portfolio of more than 3,700 hotels worldwide.
A recognized thought leader in the science of service, John has presented hundreds of lectures and consultations on designing customer-centric organizations across a globally diverse range of industries and enjoys developing new leaders and has served an Adjunct Professor at the University of Delaware and RIT Dubai. John is the former Chairman of the American Society for Quality, which serves more than 70,000 quality professionals in 140 countries, and he is a former Senior Examiner & Judging Chair for the Malcolm Baldrige National Quality Award.
John received his bachelor’s degree with honors from the University of Delaware, his master’s degree from the Rochester Institute of Technology (Service Innovation Thesis), and his doctorate degree from Iowa State University (Structural Equation Modeling Dissertation.) Prior to starting his career, John served in the U.S. Marine Corps as a 2nd Force Reconnaissance Marine and personal protection for the Secretary of Defense at the Pentagon.