Curriculum Vitae



Dr. Barbara Napier Heller
Kolbergstraße 3, 84503 Altötting
Germany
Phone: + 49 8671/881665
Fax: + 49 8671/883038
email: bheller@gmx.de
http://heller-consulting.org


Educational Background

Ph.D. Institute of Labor and Industrial Relations
University of Illinois at Urbana-Champaign
February 1993
Major Area: Organizational Psychology & Organizational Behavior;
Human Resource Management
Area of Specialization: Leadership
A.M. Institute of Labor and Industrial Relations
University of Illinois at Urbana-Champaign
May 1990
Major Area: Conflict Resolution
Area of Specialization: Mediation
B.A. University of Maine
December 1984
Major: Psychology
Concentration: International Affairs


Professional Experience
Heller Consulting. Coached clients on intercultural communication and leadership issues. Facilitated international teams. Designed and facilitated customized trainings on a variety of topics including Intercultural Communication and Teamwork, Intercultural Leadership, Negotiating Ethically, International Presentation Skills, and Improving Customer Relations. March 1997 to present.

Instructor, Human Resource Management, European Business College Munich. Taught Strategic Human Resource Management (SHRM) course for the Executive Masters in Business Administration (EMBA) and MBA programs; emphasized development of strategic, integrated, customer-focused HR practices. January 2001 to December 2002.

Senior Associate, Rath & Strong Management Consultants, Lexington, Massachusetts and Hamburg, Germany. Designed and developed customized assessment tools (surveys, interviews, focus groups) for large multinational companies to measure organization culture and customer attitudes. Managed a wide variety of complex organization development projects. Managed multi-disciplinary project teams consisting of clients and consultants; responsible for collecting and analyzing data and determining development opportunities. Coached managers on transition management and leadership issues. 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. Industry experience: agriculture, automotive, chemicals, consumer electronics, consumer products, imaging, manufacturing, packaging, pharmaceuticals, professional services, retail, and telecommunications. Country experience: Canada, Scotland, England, France, Singapore, the U.S.A, and Germany. April 1992 to March 1997.

Graduate Teaching/Research Assistant for various research projects directed by Professor Gerald Ferris, Institute of Labor and Industrial Relations, University of Illinois at Urbana-Champaign. Assisted with classroom training and evaluation of student performance for graduate-level Strategic Human Resource Management course. Conducted data analysis. August 1991-February 1993.

Manager, Administrative Internship Program, University of Illinois at Urbana-Champaign. Recruited, selected, trained, and supervised undergraduate student interns in administrative offices throughout the campus and community. Prepared and conducted lectures on various leadership and management topics such as Multicultural Awareness, Women and Leadership, Organization Socialization, and Personnel Recruitment and Selection. August 1990-August 1991.

Customer Service Representative/Security Information Officer, L.L. Bean, Inc., Freeport, Maine. Resolved customer complaints, supervised temporary staff, conducted training. Assisted customers with returns, general tourist information, miscellaneous inquiries; worked with security team to help minimize loss. May 1990-September 1990; June 1986-July 1987; October 1985-January 1986.

Resident Director, University Housing Division, University of Illinois at Urbana-Champaign, Illinois. Supervised a staff of ten; responsibilities included staff selection, development, and evaluation. Developed and facilitated numerous training and orientation programs. Managed the administrative, programming, and student development aspects of a residence hall housing 524 students. Counseled students regarding a variety of concerns; suggested conflict resolution strategies for various situations including intergroup and interpersonal conflicts. Served on the Orientation Committee (two years), Selection Committee, and Staff Development Committee. July 1987-May 1989.

Instructor, Introduction to Consultation, Department of Educational Psychology, University of Illinois at Urbana-Champaign. Prepared and conducted lectures on various topics pertaining to the consultation process including entry, needs assessment, and facilitation of change. Supervised consulting interns; trained interns in the collection and analysis of data collected with a needs assessment survey. August 1987-December 1987.


Client List


Publications
"Linking Creativity, Common Vision, and Customer Connection: Synergy for Organizational Competitiveness," Greg Burns and Barbara Napier (1994), National Productivity Review, Autumn, 587-600.

"Customer Value Profiling: Continuously Benchmarking What Matters Most - Value Delivered to the Marketplace," Barbara Napier and Steve Crom (1994), In proceedings: International Benchmarking Theory and Practice Conference, Norway.

"Distance in Organizations," Barbara J. Napier and Gerald R. Ferris (1993), Human Resource Management Review, 3, 321-357.


Professional Presentations
"Customer Value Analysis; A Non-Narcissistic Approach," International Research Conference on Customer Partnerships, Chicago, July 1995.

"Understanding Customer Value," International Industrial Engineering Conference, Nashville, Tennessee, May 1995.

"Customer Satisfaction Measurements," International Quality and Productivity Center Conference on Managing Customer Value, Chicago, October 1994.

"From Luxury to Necessity: Research, Assessment, and Evaluation in Student Affairs," NASPA 4E Conference, Indianapolis, Indiana, February 1989.


Proficiencies
Fluent in German
Proficient in a variety of computer systems and software, e.g., Adobe Illustrator, Excel, Word, LaTeX, NeXTStep (Unix), Windows, Internet (email, WWW), and SPSS.


References

References available upon request.