Mark M. Davis  Bentley College, 175 Forest Street, Waltham, MA 02452 (mdavisbentley.edu). Dr. Davis is professor of operations management at Bentley College. He holds a B.S.E.E. degree from Tufts University and M.B.A. and D.B.A. degrees from Boston University. His primary research interest is service operations management with emphasis on customer waiting-time issues. He is the coauthor, with Janelle Heineke, of two textbooks: Operations Management: Integrating Manufacturing and Services, Fifth Edition (McGraw-Hill/Irwin, 2005), and Managing Services: Using Technology to Create Value (McGraw-Hill/Irwin, 2003). He serves on the editorial review board of The International Journal of Service Industry Management (IJSIM). He is also the North American Editor for the International Journal of Process Management and Benchmarking.

Iris Berdrow  Bentley College, 175 Forest Street, Waltham, MA 02452 (iberdrowbentley.edu). Dr. Berdrow is a tenured associate professor of management and an affiliate of the International Studies department at Bentley College and is an adjunct professor at Harvard University. She holds M.B.A. and Ph.D. degrees with a concentration in organizational behavior and international management from the Richard Ivey School of Business, London, Canada. Her research interests are in global innovation, global alliances, knowledge management, employee competencies, and competency-based education. Her current project is on global innovation assessment, exploring the infrastructure supporting innovative activities and performance, as well as measurement of return on innovation. She has published several journals papers and is a coauthor, with Frederick T. Evers and James C. Rush, of Bases of Competence: Skills for Lifelong Learning and Employability (Jossey-Bass, 1998).