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Keynote Speakers & Organization

Mark Finster

Associate Professor

Mark P. Finster is a faculty member in the Wisconsin School of Business, the Gaylord Nelson Institute for Environmental Studies, the College of Engineering, the Center for Quality and Productivity Improvement, the Energy Institute, the Consortium for Global Electronic Commerce, Industrial System Engineering, Sustainable Systems Engineering, and the Center for Quick-Response Manufacturing.  He also serves on the executive boards of the Center for Operations and Technology Management, the Global Studies program, and Manufacturing Systems Engineering.

Professor Finster received his Ph.D. from the University of Michigan and has served as a professor at Cornell and Johns Hopkins Universities.  He is a five-time National Science Foundation (NSF) Scholar and chaired the NSF session that established its national research program in organizational excellence. 

Professor Finster’s research interests address sustainable approaches to improvement and the role sustainability plays in innovative design of products, services, systems and businesses.  He serves on the Board of Directors at Home Savings Bank and has helped improve the management systems of more than 150 businesses, government agencies, and nonprofit organizations from four continents.

Jim Hagemann Snabe


Executive Board Member


Jim Hagemann Snabe was appointed co-CEO of SAP alongside Bill McDermott in February 2010. In this capacity, and as a member of the SAP Executive Board and Global Managing Board, Jim Hagemann Snabe focuses on developing and executing SAP's strategy, together with Bill McDermott. The co-CEOs strengthen relationships with customers and partners, drive SAP's innovation portfolio across all markets, and ensure operational excellence across the company. 

Jim Hagemann Snabe joined SAP in 1990 and has been a member of the SAP Executive Board since July 2008. Since 1990, he has held various management roles in consulting, sales, and development. Beginning as a consultant with SAP Denmark, he quickly went on to lead the local consulting practice. Jim Hagemann Snabe briefly moved to IBM Denmark in 1994 and rejoined SAP in 1996 as managing director (MD) of SAP Sweden, successfully developing this market over the following three years. He was then appointed MD of the SAP Nordic region, and became a member of the SAP EMEA management team. 

In 2002, Jim Hagemann Snabe was asked to join the company’s global development unit to bring product development efforts closer to the market. As senior vice president and chief operations officer of SAP's business solution group, he was responsible for the design and creation of the flagship enterprise resource planning software, SAP ERP, as well as SAP solutions for financial and public services industries. Later, Jim Hagemann Snabe led SAP’s industry business unit and was responsible for creating industry-specific solutions for more than 24 industry segments. In 2006, Jim Hagemann Snabe was appointed corporate officer of SAP AG, and subsequently was named a member of the Executive Council. 

Jim Hagemann Snabe's views about the role which leaders and IT need to play in creating sustainable growth and responsible business strategies have been strongly shaped by his commitment to environmental and humanitarian issues. His management style is influenced by his interest in classical music, and inspired by leaders like the famous conductor Benjamin Zanders. Long distance running keeps him fit in body and mind, as a way to clear his thoughts and allow new ideas to form. 

Jim Hagemann Snabe is a member of the board of directors of Bang & Olufsen Holding A/S, and a member of the supervisory board of The Danske Bank Group. In October 2013 he also joined the supervisory board of Siemens AG. 

In 2013 he and co-CEO Bill McDermott were ranked #2 on’s listing of the top 50 Highest Rated CEOs, based on their 99% approval rating from employees. 

Snabe received a master's degree in operational research from the Aarhus School of Business in Denmark. He lives with his family in Copenhagen, Denmark. 

With annual revenue (IFRS) of €16,22 billion, SAP is the enterprise application software market leader helping companies of all sizes and industries run better. SAP's more than 65,500 employees and its vast ecosystem enable more than 248,500 customers of all sizes in more than 188 countries worldwide. SAP AG is headquartered in Walldorf, Germany, where Snabe is based.

Harry Hertz


Director Emeritus, Baldrige Performance Excellence Program

National Institute of Standards and Technology

Dr. Hertz has been with the National Institute of Standards and Technology since 1973, originally as a research chemist, and then in a series of management positions including Director of the Chemical Science and Technology Laboratory. He served as the Director of the Baldrige Performance Excellence Program from 1995- June, 2013. He now serves as the Program’s Director Emeritus. Dr. Hertz has made presentations to a wide variety of audiences on elements of organizational excellence and change management, the Baldrige criteria for measuring performance excellence, and on health care quality improvement.  He has been the intellectual driver behind the Baldrige Criteria for Performance Excellence and their evolving definition of performance excellence for almost 20 years.

He has a B.S. in Chemistry from the Polytechnic Institute of Brooklyn and a Ph.D. from M.I.T.  Following graduate school, Dr. Hertz spent two years as an Alexander von Humboldt Fellow at the University of Munich.  He is a Fellow of the American Association for the Advancement of Science (AAAS) and an Honorary Fellow of the American College of Healthcare Executives.

Andy Neely


Director, Cambridge Service Alliance

Andy Neely is Founding Director of the Cambridge Service Alliance and the Royal Academy of Engineering Professor of Complex Services. He is widely recognized for his work on the servitization of manufacturing, as well as his work on performance measurement and management. Previously he has held appointments at Cranfield University, London Business School, Cambridge University, where he was a Fellow of Churchill College, Nottingham University, where he completed his PhD and British Aerospace. He was Deputy Director of AIM Research – the UK’s management research initative – from 2003 until 2012 and was elected a Fellow of the Sunningdale Institute in 2005, a Fellow of the British Academy of Management in 2007, an Academician of the Academy of Social Sciences in 2008 and a Fellow of the European Operations Management Association in 2009.

Andy is widely recognised as one of the world's leading authorities on organisational performance measurement and management. He has authored over 100 books and articles, including "Measuring Business Performance", published by the Economist and "The Performance Prism", published by the Financial Times. He has won numerous awards for his research and chairs the Performance Measurement Association, an international network for those interested in the performance measurement and management. Currently he is researching issues of performance and business model innovation in service businesses.

  • Keynote: "Next Generation Performance Management & Measurement: the Big Data Revolution"

Conference Chairs

  • Professor Andy Neely, University of Cambridge
  • Professor Rick Edgeman, ICOA, Aarhus University
  • Professor Jacob Eskildsen, ICOA, Aarhus University

International Programme Committee

  • Dr. Charles Aubrey, Chairman – Asia Pacific Quality Organization & International Academy of Quality Board Member, Vice President Emeritus of Performance Excellence – AndersonBrecon (USA)
  • Professor Mike Bourne – Cranfield School of Management (United Kingdom)
  • Professor Elias Carayannis – George Washington University (USA)
  • Professor Eileen Drew – Trinity College Dublin (Ireland)
  • Professor A. Blanton Godfrey – Dean, College of Textiles, North Carolina State University and former CEO of the Juran Institute (USA)
  • Professor T.N. Goh – National University of Singapore & 2012 Winner of the ASQ Grant Award (Singapore)
  • Professor Douglas Hensler, Provost – Naval Postgraduate School (USA)
  • Dr. Harry Hertz – Director, US Malcolm Baldrige National Quality Award Program (USA)
  • Emeritus Professor Kai Kristensen – Aarhus University & Chairman of the Board of Ennova (Denmark)
  • Professor Robin Mann – Massey University, Head of Centre for Organisational Excellence Research (COER) and Director of Ltd. (New Zealand)
  • Professor Hiroshi Osada – Professor Emeritus, Tokyo Institute of Technology & 2009 Winner of Deming Prize for Individuals (Japan)
  • Mr. John Peters – CEO of GSE Research & Past CEO of Emerald Publishing (United Kingdom)
  • Dr. Greg Watson – Past President of the American Society for Quality, Past Chairman of the International Academy of Quality, Chairman at Business Excellence Solutions, Ltd. (Finland)
  • Dr. Joseph Williams – Dean, School of Business & Economics, Seattle Pacific University (USA)


  • Business Expert Press
  • GSE Research
  • Centre for Leadership

Jointly Organized by

  • Performance Management
  • University of Cambridge
  • Aarhus University
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Revised 2014.04.04

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