ISOE is a result of the vision of three principals with extensive experience in transforming organizations through ebCEM (evidence-based Customer Experience Metrics)

Mei Lin Fung
Chairman of the Board

Mei Lin Fung co-founded Institute for Service Organization Excellence to provide certification, apprenticeship and hands-on learning for professionals and leaders in the networked economy. She is working with the US Air Force Medical Services and the US Department of Labor Office of Apprenticeship on architecting social networks which increase the capability of leaders within a disruptive future of change. She co-founded Program for the Future www.ProgramfortheFuture.org and is lead organizer for the Program for the Future Global Design Challenge launched by the MIT Museum and the Tech Museum of Innovation; She developed and is co-producer of the television series: www.Futuretalk.net and an online community outreach program for The Tech Museum of Innovation, one of the nation's premier science and technology museums, in the heart of the Silicon Valley.

Mei Lin worked with computer pioneer, Douglas Engelbart as his business partner from 2001-2004. She is one of the leading pioneers in CRM, bringing systematic forecasting developed in her 5 years at Intel and designing it into the first CRM system developed at Oracle, working directly with Tom Siebel and Marc Benioff. Her paper on Customer Lifetime Value has appeared in all three editions of the world's most popular CRM textbook by Paul Greenberg, CRM at the Speed of Light, McGraw Hill. She has conducted workshops around the world; having been invited to speak in Japan, Singapore, Pakistan, India, Beijing, Xian, Shanghai, Bogota, Canada and the USA. Mei Lin studied at MIT under future winners of the Nobel economics prize Franco Modigliani and Robert Merton. She has worked in finance and marketing at Oracle and Intel and was trained in scenario planning as an operations researcher at Shell Australia.

Ms. Fung received her MS in Management - Finance from MIT and her BS in Mathematics from the Australian National University. While at MIT, she studied under Fisher Black, known for the Black-Scholes Options Pricing Formula. Mei Lin Fung works with Oklahoma State University's Spears Business School where she designed the leadership program which resulted in the award of the American Society of Competitiveness' Phillip B. Crosby Golden Medallion to Oklahoma State University and Global Communications leader, Avaya.

Mei Lin serves on the board of the National University of Singapore America Foundation and was one of the original co-founder of SEALNet - the South East Asia Leadership Network. which develops youth leaders through service leadership transformation. She was the inaugural guru at CRMGuru which grew to 300,000 practitioners. She has served two terms as Overseas advisor to the committee on Contact Center and CRM performance, invited by the Ministry of Information Industry in China.

Blog: www.customerthink.com/user/mei_lin_fung

Blog2: www.meilinfung.blogspot.com

Email: meilin@ISOE.com

Twitter: meilinfung

Facebook: meilinfung

Naeem Zafar
President & CEO

Naeem Zafar is a member of the faculty at the Haas business school at University of California Berkeley where he teaches entrepreneurship and innovation. He spent 25 years in semiconductor and software industry with responsibilities ranging from designing chips and electronic systems, training sales and marketing teams worldwide as the vice president of worldwide marketing and sales and running three venture-backed companies as the president and CEO. His passion has been customer discovery process, identifying the customer's true needs and creating a lasting relationship with the customers that can create a moat around your brand.

Naeem has travelled to all seven continents, 71 countries and has worked with teams in Japan, Korea, China, UK, France, Germany, Israel, Pakistan and several other countries. He has been the CEO of an Israeli and a Korean company and spent extensive time travelling and living overseas.

Naeem frequently advises Board of Directors and CEOs of companies on creating metrics and dashboards for monitoring key organizational indices and creating programs for assessing and increasing customer loyalty and trust. Naeem is also an advisor to the Lahore University of Management Sciences' entrepreneurship program and is asked to set up a center of entrepreneurship at the National University of Science and Technology in Pakistan.

Naeem has a Sc.B. degree from Brown University (magna cum laude) and a master's degree from the University of Minnesota. Naeem is a charter member of The Indus Entrepreneurs, world largest non-profit focused on fostering entrepreneurship and mentorship and a charter member of OPEN (Organization of Pakistani Entrepreneurs) where he also serves as the member of the executive committee.

www.haas.berkeley.edu/faculty/zafar.html or Email: Naeem@ISOE.com

The Navigators

Prof Kenwyn Smith-

Professor of Organizational Behavior, Director of Masters Program in Nonprofit/NGO Leadership. Dr. Smith teaches leadership, group and intergroup dynamics, organizational politics, change management in three of U Penn’s schools: the School of Social Policy & Practice, the Wharton School and the Fels Institute of Government (Arts and Sciences).

Tom Pitman -

Total Quality Management consultant at GM, worked with Dr Deming. Tom has been working with Prof. Kenwyn Smith running leadership laboratories at the University of Pennsylvannia for the past 20 years.

ISOE Faculty

Kimberly Wiefling -

could possibly be the most enthusiastic leader of the 21st century. Highly sought after international workshop leader, she is the author of the top selling book “Scrappy Project Management”. She earned her Master of Science in Physics.

Dr. Fred Cecere -

Former strategist for the Army Surgeon General, Dr. Cecere is a Rheumatologist and President of the Society of Consultants to the Armed Services. He is a member of Vision 2045 the Air Force Medical futures project along with Mei Lin Fung.

Casey McNeal, PhD -

is an internationally renowned motivational speaker specializing in service. With Mei Lin Fung designed and delivered the Award Winning curriculum for Service Leadership Transformation at Avaya, which won Avaya and Oklahoma State University the Phillip Crosby Golden Medallion for the Service Leadership Transformation Certificate, program.

Mac McCrory -

Adjunct faculty at Oklahoma State University, co-developer with Mei Lin Fung of the first-in-the-nation Apprenticeship Program in Customer Care registered with the US Department of Labor. Air Force flight instructor, Professor in Education at Oklahoma State and founder of OSU’s Wellness program. He developed the Nurses Aid Certification program for Oklahoma. Ed.D. in Higher Education Administration with emphasis in Health Science.

Ron and Sue Kertzner -

Principals of ChoicePoint Consulting, Ron Kertzner JD and Sue Kertzner MA created the Leadership development curriculum for GE Capital, subsequently invited to teach at GE Management Development Institute. Developing Leadership program for Intuit, part of the facilitation team for 2 leadership retreats involving half of the members of the US House of Congress.

Michael Rubin -

Digital literacy advocate-top selling author of film/video industry textbooks NONLINEAR: a field guide to digital video and film editing (Triad). 
4th Edition 2001

THE LITTLE DIGITAL VIDEO BOOK
 2nd Edition 2008 (Peachpit Press), 
Beginner's Final Cut Pro (Peachpit Press 2002), 
Making Movies with Final Cut Express (Peachpit Press, 2003), 
iLife ’04 - '06 Apple Training Series (Peachpit). Rubin has consulted for Apple Computer, Lucas Films, and Sony Digital Entertainment. He was Director of Product Management at Netflix.

ISOE Principals

Bill Daul -

Also known as «Human Glue», one of the most connected people in the Silicon Valley. Moderator of the Next Now Collaboratory, a brain trust of world-class futurists and thought leaders, Photographer and Video animator, social and online collaboration expert.

Joanne Teoh-

Evangelist and thought leader in digital storytelling, narrative design and collaborative content creation. Experienced TV producer and multimedia documentary maker in Singapore. Presented at conferences including MIT5 Media in Transition 2007, International Festival of Digital Story Telling 2008, Asian Publishing Convention 2009, and Keynote at Asian Congress of Storytellers 2009, Broadcast Asia 2010, and Creative Content Production Conference 2010.

ISOE Strategic Partners

The Media Center

Marty Wasserman -

Deeply experienced editor and TV show producer. Host of over 400 TV and radio shows. Co-producer with Mei Lin Fung of the www.FutureTalk.net TV series sponsored by the Tech Museum of Innovation in San Jose since 2009.

PureShare

Rich Razon-

is the CEO of Pure Share, a company delivering active metrics software that results in unprecedented transparency/visibility into near-real-time Key Performance Indicators, consolidated from the multiple medical systems and data sources involved.