Janelle Heineke is Professor and Chair of the Department of Operations and Technology Management at Boston University’s School of Management. She holds a DBA degree from Boston University, an MBA degree from Babson College, an MSN degree from Boston College, and a BSN degree from Marquette University. She teaches courses in basic operations management, service management, and quality management at the undergraduate, MBA, doctoral, and executive MBA levels and has been involved in numerous executive education programs. Professor Heineke was awarded the Leading Edge Faculty Award by the General Electric Company in November 1996 and has also won Boston University School of Management’s Broderick Award for research excellence and Beckwith Award for undergraduate teaching excellence. She served as Associate Dean of Graduate Programs at Boston University School of Management from 1998 to 2001. In January 2008, Professor Heineke was appointed Director of the Boston University Center for Excellence in Teaching. Professor Heineke has 15 years of work experience in the health care industry as both a clinician and a manager and, while practicing, held positions as a lecturer and clinical preceptor at Harvard Medical School, Boston College Graduate School of Nursing, and Northeastern University’s Physician Assistant program. As a clinician, she worked for two years as a labor and delivery nurse, then for ten years as an OB/GYN nurse practitioner. As a manager, in a hospital setting she directed an ambulatory care service and a medical department as well as a hospital-based physician group practice. She also managed a multi-site staff-model HMO OB/GYN department. Professor Heineke’s research interests focus on service operations and quality management, particularly in professional services. She has published in Decision Sciences, Medical Care, The Journal of Operations Management, the California Management Review, the Quality Management Journal, The Services Industries Journal, The International Journal of Production and Operations Management, The International Journal of Service Industry Management, Health Services Research, The Journal of Medical Practice Management, Business Horizons, the Case Research Journal, The Operations Management Review and Quality Progress. She is the co-author of two textbooks: Operations Management: Integrating Manufacturing and Services (2004) and Managing Services: Using Technology to Create Value (2003), both through McGraw-Hill/Irwin with Mark Davis). Professor Heineke has also written three other books: Operations Management in a Service Environment (American Management Association, 1997, with Mark Davis), The Physician Manager Alliance: Building the Healthy Health Care Organization (Jossey-Bass, 1996 with Stephen Davidson and Marion McCollom), and Games and Exercises for Operations Management: Hands-on Learning Activities for Basic Concepts and Tools (Prentice Hall, 1995, with Larry Meile) and has contributed chapters and cases to several other books. Professor Heineke is an Associate Editor for the Journal of Operations Management, Decision Sciences, the Quality Management Journal and Operations Management Research, is on the Editorial Review Board for the Production Operations Management Journal and is a regular reviewer for several other journals. She has served in many positions in the Decision Sciences Institute, including as Treasurer, Vice President and a member of the Executive Committee and is a Fellow of the Decision Sciences Institute.