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Connecting People and Performance |
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JUDY Z. KING, ISHCFounder & Principal
Judy Z. King is the founder and principal of Quality Management Services. Since
1988, QMS has been providing solutions to organizational improvement and people
development challenges. Areas of
expertise include customer service, quality management, team building,
operational training and evaluation systems, management development, and
strategic planning.
Leading edge and emerging organizations have benefited from Judy’s expert
assistance. She has facilitated
breakthrough thinking and development of organizational infrastructures that
work in a wide variety of industries.
Judy served as the senior consultant for transformation of the service
culture at Madison Square Garden and service training was designed and delivered
for MSG’s theaters: Radio City
Music Hall, The Beacon Theater, and The Chicago Theatre.
Synovus Financial Corporation, ranked in the top ten for eight
consecutive years on FORTUNE magazine’s listing of “The 100 Best Companies To
Work For”, benefited from Judy’s assistance with basic and advanced team
facilitation skills. Judy assisted
Clarke American Checks, Inc., recipient of the 2001 Malcolm Baldrige National
Quality Award for Manufacturing, with facilitation skills and building effective
teams. She designed the quality
management system for the City of Grand Prairie, Texas, winner of the 1997
Public Employees’ Roundtable National Award of Excellence.
Judy is certified as a conflict mediator and assists organizations and
individuals in successfully working through differences.
Judy has served twice as an Examiner for the Malcolm Baldrige National Quality
Award and is a member of the International Society of Hospitality Consultants.
She is an allied member of the American Hotel & Lodging Association and
co-authored Quality Leadership and
Management in the Hospitality Industry for AH&LA’s Educational Institute.
She serves as program designer and facilitator for the Educational
Institute’s Leadership and Customer Service course, sponsored by American
Express and delivered across the
Early in her career, Judy was the Employee Relations Manager for the Opryland
Hotel in
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JANA L. HESSER, ISHCPrincipal
Jana Hesser is a principal of Quality Management Services. Since 1988, QMS has been providing solutions to organizational improvement and people development challenges. Areas of expertise include management development, customer service, operational training and evaluation systems, quality management, strategic planning, teaming and meetings design and facilitation.
Jana has enjoyed consulting with a diverse group of clients over the years. Her hospitality industry clients include The Pinehurst Company, Colonial Williamsburg Hotel Properties, The American Club, The Bryant Park, University Club, Hotel Plaza Athenee and Woodstock Inn & Resort. Conference Center clients include Benchmark Hospitality and ARAMARK Harrison Lodging. Internationally, Couran Cove Resort in Australia, Pacific Islands Clubs in Guam and Saipan and Elbow Beach in Bermuda are among her clients. Her public sector clients include the City of Victoria, Texas and the Texas Municipal Clerks’ Graduate Institute. Also, Rail Europe, NYC & Company (New York City’s Convention and Visitors Bureau), New York Stock Exchange (with McClive Communications), Doherty Enterprises, Inc., Deloitte Consulting, PaineWebber, Sterling National Bank, General Electric and Pfizer Global Pharmaceuticals have benefited from Jana’s expert assistance.
Jana serves on the Board of Directors of the International Society of Hospitality Consultants, and leads the Society’s strategic planning initiatives. In addition, she is a frequent speaker on leadership, quality improvement and customer service issues for organizations such as the International Association of Conference Centers, American Hotel & Lodging Association, and The International Quality and Productivity Center. Jana is certified as a Conflict Mediator and assists organizations and individuals in successfully working through differences.
In addition, Jana co-founded The Banker’s Resource Group, which specializes in providing consultative services and education strategies to help banks increase revenues through strategic customer service and business-generating efforts.
Early in her career, Jana served as Director of Quality Assurance for Harrison Conference Services in New York, Director of Quality Assurance and Training for The Homestead in Virginia, Assistant Director of Training, and Training and Quality Assurance Coordinator for the Boca Raton Hotel and Club in Florida. In all positions she was responsible for the development and management of quality assurance and educational systems.
Jana was graduated from Miami University (Oxford, Ohio), and holds a B.A. Degree in Psychology, Sociology and Spanish. In addition she has traveled extensively in Europe, and earned language certificates in Italian, French and German.
Jana resides in Stamford, CT, and loves international travel and adventure!
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