Heather Rafferty

Heather Rafferty joined Firefly Consulting in 2014 after earning her MBA in Entrepreneurship. Her work centers on helping clients boost their process focus and fostering a collaborative environment for organizational improvement.

With a Green Belt certification, Heather has worked with clients across various sectors, including consumer product goods, waste management services, aviation, private equity, healthcare, insurance, and banking and finance.

Beyond her client work, Heather has shared her expertise as a speaker at the Lean Six Sigma World Conference and has authored several articles. Recent titles include “How HR Execs can use Operational Excellence to Compete on Hiring” published by HR Executive, and a 2024 primer on customer journey mapping titled “On the Path,” published by the American Society for Quality.

Heather holds a BA from the University of Virginia and an MBA from the Acton School of Business.

Heather's Publications and Insights

On the Right Path – A Quick Guide to Creating Customer Journey Maps
Published by ASQ, 2023.
How HR Execs Can Use Operational Excellence To Compete On Hiring
Human Resource Executive, 2022.
Getting Started with Improving Your Call Center's Efficiency
Start implementing operational improvements at your call center.


  • Acton School of Business
  • University of Virginia
    BA Drama
  • Certified Green Belt


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Operations Consulting

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