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LEONARD SCHLESSINGER
SERVICE MANAGEMENT AND ORGANIZATIONAL CHANGE
Leonard A. Schlesinger was recently named Senior Vice President, Counselor to the President, and Professor of Sociology and Public Policy at Brown University. Until October 1998 he was the George Fisher Baker, Jr. Professor of Business Administration at the Harvard Business School and a member of the Harvard Business School faculty from 1978-1985 and since 1988. Professor Schlesinger received his Bachelor’s degree from Brown University, his Master’s degree from Columbia University, and a Doctorate from the Harvard Business School. Professor Schlesinger recently completed several years as Senior Associate Dean and Director of External Relations at HBS while chairing the design and delivery efforts for a major MBA program curriculum redesign. He has taught in both MBA and Executive Programs in the areas of Service Management, General Management, and Organizational Behavior and Human Resources.
Professor Schlesinger’s research and consulting have focused broadly on the areas of Service management and Organizational Change. Outside of the Harvard Business School, Professor Schlesinger’s activities have included service as Executive Vice President and Chief Operating Officer of Au Bon Pain Co., Inc., a chain of French bakery cafes (1985-1988), and as a director of The Limited, Inc., Borders Group, Inc., GC (General Cinema) Companies, Inc., and Pegasystems Inc. In addition, over the past decade he has lectured and consulted around the world with service and industrial firms as well as governments and international leadership organizations.
His writings on organizations management have been widely published. He is the author or co-author of eight books, including most recently, The Service Profit Chain (Free Press, 1997) and The Real Heroes of Business…And Not a CEO Among Them (Doubleday Currency, 1994) and has written over 40 articles for academic audiences as well as The New York Times, Fast Company, and Harvard Business Review. He has served on editorial boards of four major academic journals and has published more than 75 case studies on management issues which have sold well over one million copies. Recently he has completed three videos series and a satellite teleseminar on Service Management issues.
Professor Schlesinger resides in Lincoln, Massachusetts, with his wife, herself a Professor of Organizational Behavior at Babson College, and his three daughters.
