Strategic Advisory Panel
Philip Forrest - Founder
Philip Forrest was previously chairman of Aegis Marketing a
multi million dollar agency that he established in 1989 and sold to
The Carlson Marketing Group in 1998, where he also became Managing
Director of Carlson Loyalty. His work experience includes periods
in the UK, USA and the Middle East.
He is a specialist in the design and operation of programmes
which improve the performance of brand, people, processes and
information with which they work. He is widely acknowledged as an
international expert in these vital areas of organisational
effectiveness, particularly in the applied fields of sales, service
and stakeholder relationship management. More recently he has
become involved in assisting his clients with internet
strategy.
As well as the author of "Sold On Service" the first European
publication on service quality he has also a widely published range
of models on culture management, brand values and relationship
management. He is also an internationally acknowledged speaker on
these topics. He has published four white papers on his findings of
the success factors among the finalists in the National Business
Awards.
He has designed and operated major strategic "all employee"
programmes for national and international blue chip corporations
like Barclays Bank, National Westminster Bank, CGU Life Assurance,
Hewlett Packard etc.
Robert Keay - Founder
- Robert Keay co-founder of the Institute was previously Director
of Aegis Marketing with specific responsibility for the Quality and
Customer Service Division. Prior to this, Robert spent 3 years with
Europe's leading car company Audi Volkswagen and was solely
responsible for developing an after-sales brand named Quantum. He
was also heavily involved in the development and implementation of
the company's Customer Comes First programme in 1987. Prior to this
Robert was the Land Rover Project Director for the launch of Range
Rover in the USA.
Robert set up Ethos consultancy in 1995 in the UK and proceeded
to develop many market leading process and customer management
systems for some of the UK's blue chip organisations and government
departments. In 1999, Robert produced for British Standards
Institution (BSI) a Process Guide, for the launch of ISO 9001:2000,
which was then sent to over 35,000 organisations globally by
BSI.
In 2003, Robert set up Ethos Consultancy in Dubai and the
organisation has since become the leading Customer Service
Management Consultancy firm in the Middle East.
Dr. Michael O'Connor
Dr. Michael O'Connor (PhD) is one of the USA's leading experts
in behaviour management. He has co-founded and directs the Center
for Managing by Values - A Life Associates Company. Dr. O'Connor
specialises in strategy, behaviour, and process-driven
performance.
Dr. Emir Movani
Dr. Emir Movani is a leading expert in government reform in the
UAE and Malaysia and currently an advisor to the UAE Federal
government working in the Ministry of Finance. Dr. Emir previously
held senior positions in both the United Nations and in the World
Bank. He has developed a highly structured program for High
Performance Government with Harvard University and is the thinking
behind the Sheikh Mohammed Bin Rashid AL Maktoum Business Awards
(MRM Awards).
Sean Daly
Sean Daly is currently IT Programme and Service Delivery
Director for CLS-Services, an organisation owned by the worlds 69
largest banking groups. CLS settles on average $8 trillion dollars
per day globally. Sean previously held Director positions with
Barclays bank in the UK and has been at the forefront of Customer
Service in an IT environment for the past 20 years.
Ali Ibrahim Mohammed
Ali Ibrahim Mohammed is the Assistant Director General of the
Dubai Department of Economic Development and was involved in
shaping the Customer Service Standard during the inaugural
implementation at the Department of Economic Development.
John Hele
John Hele is the Global Product Manager for British Standards
Institution (Management Systems). John has been at the forefront of
the Standards Assessment industry for many years and currently
serves on the International Standards Organisation (ISO) Technical
Committee for ISO 9000 and has extensive experience of standards
within the service industries.
