Fiona UrquhartFiona Urquhart, MBA, FCIM, FIC, after a retail grounding with the John Lewis Partnership, Fiona gained an MBA from CASS Business School. She leads Durham University's MBA module on service excellence, having previously taught for the Open Univrsity. She developed AC Nielsen's EPOS based research service, Scantrack, and a pilot EFTPOS service for retail clearing banks. Fiona provides consultancy to diverse service and manufacturing companies, and does charitable work. She supports service excellence projects and training at various corporates., making use of problem based learning to create practical learning situations and encourage reflective learning. She has delivered a series of interactive workshops for several European universities to research PBL in the context of entrepreneurial learning, and will present her findings at a number of global conferences. Read More Read Less