Fri | Aug 18, 2017

Dr Ben Henry is Dead

Published:Monday | October 5, 2015 | 10:00 AM
Dr Ben Henry

Well-known management and training consultant Dr Ben Henry died last Wednesday after ailing for some time. He was 71.

Henry, who was the managing director of the Customer Service Academy of Jamaica, is regarded by many as the foremost service-quality expert in Jamaica and the wider Caribbean. He previously held faculty positions at Morris Brown College, Atlanta, Georgia; Grambling State University in Louisiana; and Eastern Michigan University in Ypsilanti, where he was head of the Hospitality Management Programme at all three universities.

After leaving academia, Henry joined the Sandals/Beaches Group as group director of training and development and later chief learning consultant to Sandals and Beaches Resorts and consulting president to the Sandals Corporate University.

Dr Henry served as the first director of Training at the Jamaica Tourist Board from 1982-1985. His previous appointments include member of the Education Committee of the Private Sector Organisation of Jamaica; assessor of the University Council of Jamaica; member of the CTO Tourism Human Resource Council; member of the Council of Community Colleges of Jamaica; board member of the University College of the Caribbean; external examiner of the University of the West Indies (Bahamas) Hospitality Management Programme; member of the Utech Hospitality School advisory Committee; member of the board of Suriname College and of Anguilla Community College Hospitality Studies Advisory Committee; and member of the Editorial Advisory Board of the International Journal of Contemporary Hospitality Management, among others.

 

QUALITY ADVANTAGE

 

Dr Henry will be remembered for his unique quality advantage programme - a management system he developed and implemented throughout several corporate entities, designed to achieve sustainable service levels. His legacy will live on not only through his books but in the various companies that have seen customer-service transformation because of his input.

Dr Henry authored several books, including: Essentials of Quality Customer Service, Quality Customer Care for the Caribbean, How to Become a World Class Individual: 33 Strategies for Success; and co-authored The 'Bear' Necessities of Customer Service with Fortune 500 trainer Patrick Donovan.