Gary is an internationally recognized expert on leadership,
service quality, and change management. As a popular and highly regarded speaker
represented by the Washington's Speaker Bureau, most of Gary's insights concerning
service strategies and organizational improvement have grown out of more than 20
years of consulting and speaking to private and public sector organizations throughout
the world. He has conducted hundreds of organizational assessments in a wide range
of companies and has served as a member of the Board of Examiners for The Malcolm
Baldridge National Quality Award. Gary has also developed several widely acclaimed
service programs that include Legendary Service, in collaboration with Blanchard
Training and Development, Beyond Customer Satisfaction for Banc One, and managing
Customer Relations for corporate satellite Television Network.
He is a faculty member
of the Institute for Management Studies and the University of Southern California's
Center for Telecommunications Management.
Gary is a graduate of the US. Coast Guard
Academy, holds a graduate degree in Organizational Behavior and a Juris Doctor from
the University of California, Hastings College of Law.
As president of Heil and Associates,
his company is dedicated to helping organizations implement strategies for continuous
improvement.
