Mona J. Fitzsimmons, a graduate of the University of Michigan, received her undergraduate degree in journalism with major supporting work in chemistry and psychology. Her graduate work was in geology and she has taught in public and private schools and at the university level. She has done writing and editing for the Encyclopaedia Britannica Education Corporation and for various professional journals and organizations. With James Fitzsimmons she edited New Service Development: Creating Memorable Experiences published in 2000 by Sage Publications. Her nonprofessional activities have included volunteer work for the Red Cross aquatics program and in wildlife rehabilitation. She has particular interests in the areas of environmental issues and the responsibilities of patients and physicians in health care.
Sanjeev K. Bordoloi, Associate Professor of Operations and Supply Chain Management in the Opus College of Business at the University of St. Thomas, Minnesota, received his B.Tech. in electrical engineering from the Indian Institute of Technology, Varanasi; an MBA from Xavier Labour Relations Institute (XLRI); and a Ph.D. from The University of Texas at Austin. His prior full-time teaching experience includes the University of Illinois at Urbana-Champaign, the College of William and Mary, and the University of Alaska Fairbanks. He won the Alfred Page Graduate Teaching Award at the College of William and Mary and was featured in the “List of Teachers Ranked by Students as Excellent” at the University of Illinois at Urbana-Champaign. His research interests include operations management, process analysis and design, lean management, and theory of constraints. He has worked full-time in the service industry at the executive level, primarily in project management and technology management. He has consulted for several firms, including Sentara Healthcare, TRIA Orthopaedic Center, Archer Daniels Midland, Accenture India, Northwestern University medical unit, Fairbanks Memorial Hospital, ServiceWare (knowledge management), Humanics Incorporated, and Intandem Incorporated (event management).
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