Susan J. Devlin is a founding partner of The Artemis Group, a consulting partnership formed in 1997 to provide leading-edge solutions to client problems in churn management, customer satisfaction measurement, and marketing research.
Susan has extensive experience as an analyst and manager of technical projects. She spent most of her career doing advanced statistical research and consulting, first at Bell Laboratories from 1968 through 1983 and then at Bellcore from 1984 until February 1997. At the beginning of 1987, she was asked to develop Bellcore's Measurements Research organization, a group of multi-disciplinary experts in measuring service quality from the customers' perspective. In addition to doing basic research in service measurement, this group consulted with and trained clients in the design and use of measurements. As Susan was also the director of Bellcore's corporate measurements, she directed the design and administration of Bellcore's measurement program, and has provided technical support in the design of compensation award plans that use these measures as input both for Bellcore and external clients. She also played a very active role developing Bellcore’s quality program.
Susan is a Fellow of the American Statistical Association and has a BS cum laude in mathematics from William Smith College. She has a MS in Statistics from Rutgers University, where she also completed all course work and exams for a Ph.D. in Statistics. She has published more than 30 papers in statistical and managerial journals or books and is a sought-after lecturer.
Susan is active in several professional associations:
• American Statistical Association, where she has served in elected offices and has chaired many committees and task forces.
• Caucus for Women in Statistics, where she has served in several elected offices
• American Marketing Association