Ron Zemke is president of Performance Research Associates, Inc., a consulting firm specializing in service quality audits, and service management programs. Mr. Zemke founded PRA in 1972 to conduct organizational effectiveness and productivity improvement studies for business and industry. His clients have included Ford Motor Co., General Motors - Canada, Steelcase, General Mills, Deluxe Corp., Wendy's International, Microsoft Corp., Hill's Pet Nutrition, Roadway Express, Allied Van Lines, Harley Davidson, United Van Lines, Union Carbide, Marriott, Sara Lee Direct, Saks Fifth Avenue, Lazarus Department Stores, Target, Mervyn's, and Dayton Hudson.
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Mr. Zemke is the author or co-author of 23 books. His latest effort, Tales of Knock Your Socks Off Service (AMACOM, 1998), was released this October. Other titles include:
Service America! Doing Business in the New Economy
The Knock Your Socks Off Service Series (6 book series)
The Service Edge: 101 Companies that Profit from Customer Care
From My Seat on the Bus
Ron also acts as host on four films on the service management process.
In addition to his consulting work, Ron Zemke is a well known business writer. As Senior Editor of Minneapolis-based TRAINING magazine and columnist for "Training Directors' Forum Newsletter," and the American Management Association's "President's Newsletter," he has covered the emergence of the nation's growing service sector as well as other major issues in American business and management, and has won many awards for his writing.
Recent recognitions include being named the 1994 recipient of the "Mobius" Award sponsored by the Society for Consumer Affairs Professionals, for his contributions to the customer service profession; 1995 and 96 consulting editor for The Quality Yearbook, published by McGraw Hill; and in 1995 Mr. Zemke was named one of North America's New Quality Gurus by Quality Digest. In 1996 Mr. Zemke was a featured speaker at the Office of Consumer Affairs National Consumer Week meeting at the White House. Ron is a member of the editorial review board of the Journal of Organizational Behavior Management and was a national director of the American Society for Training and Development (ASTD). He conducts public and private seminars each year for organizations in the U.S., Canada, Mexico, Australia, Germany, the United Kingdom, and South America.
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