PICMET '07 Symposium

"Technology Management in the Service Sector"


  • Daniel Berg, Professor, Rensselaer Polytechnic Institute
  • Bob Chlebowski, Executive Vice President of Distribution Strategies and Services at Wells Fargo & Company
  • Connie Chang, Research Director and Chief of Staff to the Under Secretary of Technology, U.S. Department of Commerce’s Technology Administration (TA)
  • Eliezer (Elie) Geisler, Distinguished Professor, Stuart School of Business, Illinois Institute of Technology
  • Anatole Gershman, Distinguished Career Professor, Carnegie Mellon
  • Bridget Haggerty, Interim Chief Information Officer, Oregon Health & Science University
  • Bill Hefley, Associate Teaching Professor, Carnegie Mellon University, Pittsburgh, Pennsylvania, USA; and Associate Director, Carnegie Mellon’s IT Services Qualification Center (ITSqc)
  • Douglas Morse, Vice President of Strategic Planning and Delivery Operations for Oracle Global Customer Services
  • Terry Oliver, Chief Technology/Innovation Officer, Bonneville Power Administration (BPA)
  • Jim Spohrer, Director, Almaden Services Research, IBM
  • Chris Tofts, Visiting Professor, University of Bath.

Daniel Berg photoDr. Daniel Berg

Dr. Daniel Berg received his B.S. in Chemistry and Physics from the City College of New York (C.C.N.Y.) and his M.S. and Ph.D. in Physical Chemistry from Yale. He was employed by Westinghouse Electric in a variety of technical/managerial positions, including Technical Director. He was dean and provost at Carnegie Mellon University (C.M.U.) as well as provost and president at Rensselaer Polytechnic Institute (RPI), where he is Institute Professor of Science and Technology. He is director of RPI’s Center for Services Research and Education. He is a Life Fellow of the Institute of Electrical and Electronic Engineers, a Fellow of INFORMS, and a Fellow of the American Association for the Advancement of Science. He is a member of the National Academy of Engineering. He serves as the American Editor of the International Journal of Services Technology and Management. Back up

Robert Chlebowski photoRobert Chlebowski

Robert Chlebowski is Executive Vice President of Distribution Strategies and Services at Wells Fargo & Company.  He is responsible for improving the efficiency and effectiveness of Wells Fargo’s physical distribution network, including 3,200 retail stores and the third largest ATM network in the U.S.

Mr. Chlebowski began his career with Wells Fargo in 1984, working as a consultant in strategic planning with the company until 1990, when he moved to the Savings and Investment Group and managed a wide range of products, including traditional savings products and investment products such as brokerage, mutual funds, wrap accounts and annuities.  He was named Senior Vice President of the Savings and Investment Group in 1993.  He oversaw strategy, marketing and finance for several bank divisions, including asset management, private banking, business retirement plans, and retail savings and investment products.  In 1995, he moved to Electronic Commerce business development, where he was responsible for the initiation of joint projects with technology companies in the areas of consumer and business internet payments.

Chlebowski was named Senior Vice President of the Savings and Investment Group in 1993. He oversaw strategy, marketing and finance for several bank divisions, including asset management, private banking, business retirement plans, and retail savings and investment products. In 1995, he moved to Electronic Commerce business development, where he was responsible for the initiation of joint projects with technology companies in the areas of consumer and business internet payments.

Chlebowski spent a year as a special assistant to the office of the chairman before being named to his current position in 1998. Before joining Wells Fargo, Chlebowski worked for the U.S. Treasury Department as an international economist and for Strategic Planning Associates in Washington, D.C.

Chlebowski holds a bachelor’s degree in English from Fairfield University, a master’s degree in international economics from the Fletcher School of Law and Diplomacy at Tufts University, and an M.B.A in finance and strategy from Stanford University.Back up

Connie ChangConnie Chang

Connie Chang currently serves as Research Director and Chief of Staff to the Under Secretary of Technology in the U.S. Department of Commerce’s Technology Administration (TA), where she is responsible for overseeing staff, budget, and workflow, leading the development of TA’s overall policy agenda, and managing the execution of its various projects and activities with a staff of policy analysts, consultants, and external researchers. Current policy research work includes i) understanding the role of standards and standards setting in advancing technological innovation; ii) examining corporate strategies, innovation challenges, and public policies in the 21st globally integrated economy across 12 industries (in partnership with the National Academies of Science’s Board on Science, Technology, and Economic Policy); iii) building a new “resilient enterprise paradigm” that challenges companies to integrate all forms of risk management into their business operations as a competitiveness-enhancing measure akin to the quality movement of the 1980s (in partnership with the Council on Competitiveness); iv) identifying the state of, and barriers to, the commercialization of nanotechnology in the U.S. (in partnership with the University of Illinois, Springfield, College of Business and Management); and v) developing a framework that will lead to the design of “innovation vital signs” or a set of key indicators that will serve as a proxy for the innovation pulse of our nation (in partnership with the Alliance for Science and Technology Research in America and the Center for Accelerating Innovation).

Immediately prior to her current position, Ms. Chang served as the Acting Director for the Office of Technology Policy at TA. She is currently an adjunct assistant professor at Georgetown University, where she co-teaches a course on the economics of technology, innovation, and growth. Connie’s interest in the processes, corporate strategies, and funding sources for innovation and policies related to science, technology, innovation was shaped and honed during the 10 years she spent at the Advanced Technology Program (ATP), a public-private partnership program focused on developing high-risk, enabling technologies with the potential for broad-based economic impact. ATP is part of the National Institute of Standards and Technology, an agency TA oversees. She was involved in all aspects of the program, ranging from serving as a voting member on several Source Evaluation Boards, which assess and recommend qualified R&D projects for ATP funding, to managing the business and economic aspects of dozens of multi-million dollar projects in advanced chemistry and materials processing, to evaluating the impact of funded projects. Most recently, she served as supervisory economist to a staff of six professionals assigned to the Policy Research & Analysis group of the Economic Assessment Office.

Drawing in outside experts and research consultants, she led major program evaluation studies and policy research reports for ATP to advance the understanding of technology-based innovation, including studies that examined methodologies and established new frameworks for evaluating the impact of R&D projects, and reports that focused on the funding sources and private-sector decision making for investing in early-stage technology development as well as publications to assist entrepreneurs in how to present their story to venture capitalists. All reports can be found on ATP’s website (http://www.atp.nist.gov/eao/eao_pubs.htm). She has also funded research on using cited and citing patents as a forward indicator of emerging technologies, applying GIS (geographic information system) mapping techniques to visualize these effects, and developing an entrepreneur-centered understanding of regional innovative capacity—work that she is advancing in her capacity as Research Director at TA.

Prior to her government career, Ms. Chang worked at Credit Suisse First Boston (CSFB), formerly known as The First Boston Corporation, a premier Wall Street investment banking firm. As a financial analyst for the Federal Finance and Mortgage Finance Groups for CSFB, she structured, valued, and analyzed a variety of financing options for federal agencies, foreign governments, commercial banks, and thrift savings banks, and in 1988 was responsible for valuing the offering of Farmer Mac, the Federal Agricultural Mortgage Company, which is still in operation today.

Ms. Chang earned a master’s degree in International Management and Comparative Politics from the School of International Relations and Pacific Studies at the University of California, San Diego, and a bachelor’s degree in Economics, with honors, from Wellesley College. She completed doctoral studies and passed her qualifying exams in Political Economy and Science, Technology, and Public Policy at the Massachusetts Institute of Technology’s (MIT) Department of Political Science. Back up

Eliezer GeislerDr. Eliezer (Elie) Geisler

Dr. Eliezer (Elie) Geisler is IIT Distinguished Professor at the Stuart School of Business at the Illinois Institute of Technology in Chicago, Illinois, USA. He holds a doctorate in Organization Behavior from the Kellogg Graduate School of Management at Northwestern University. Dr. Geisler is the author of over 90 papers in the areas of technology and innovation management; the evaluation of R&D, science and technology; and the management of medical technology. He is the author of nine books, including: Managing the Aftermath of Radical Corporate Change, (1997); Management of Medical Technology: Theory, Practice and Cases (Co-authored with Heller) (1998), Kluwer Academic Publishers; The Metrics of Science and Technology (2000), and Creating Value with Science and Technology (2001). His most recent books are: Installing and Managing Workable Knowledge Management Systems (Praeger, 2003, co-authored with Rubenstein) and Technology, Health Care and Management in the Hospital of the Future (Praeger, 2003, with Krabbendam and Schuring). His forthcoming books are Knowledge Management: Concepts and Cases (M.E. Sharpe, with Wickramasinghe, 2007) and Knowledge and Knowledge Systems: Learning From the Marvels of the Mind, Idea-Group Publishers, 2007).

Dr. Geisler was the founder and editor of the Department of Information Technology for the IEEE Transactions on Engineering Management (1991-1999), and is founder and associate editor of the International Journal of Healthcare Technology and Management. He has consulted for major corporations and for many U.S. federal departments, including the U. S. Department of Defense, U.S. Department of Commerce, EPA, U.S. Department of Energy, U.S. Department of the Air Force, U.S. Department of the Navy; U.S. Department of Agriculture and the Agricultural Research Service, NIOSH, and NASA. He also consulted for state agencies such as the State of Illinois. Dr. Geisler is currently Director of IIT’s Center for the Management of Medical Technology (CMMT). He co-chairs the annual Conference on the Hospital of the Future, in conjunction with universities in the Netherlands, Australia, the United Kingdom, Japan, Brazil, Mexico, Denmark, and Italy.

Dr. Geisler’s areas of research, teaching and consulting are the management and evaluation of research, development, knowledge, and technological innovation. He developed the stage approach to the evaluation of technology and technological organizations. He is a leading scholar in the area of measurement of complex phenomena and the metrics of science, technology, and knowledge. His book on metrics was translated into Chinese, in the People’s Republic of China. Dr. Geisler also pioneered the systematic study of management of medical technology and co-authored a textbook on this growing topic. More recently his area of research and publication has been the nature and progress of human and organizational knowledge and the management of knowledge systems.

Dr. Geisler was chair of the College of Innovation Management and Entrepreneurship of the Institute of Management Sciences and is the elected chair of the Special Interest Group on healthcare technologies for the Association for Information Systems. He is a reviewer for leading journals in management and technology management. Dr. Geisler serves on the Board of Directors of Sinai Medical Center and Schwab Rehabilitation Hospital in Chicago, Illinois, and he chairs the Quality Committee of the Board of Directors. His research was funded by private and public organizations, such as the National Science Foundation and NASA.Back up

Anatole Gershman photoDr. Anatole Gershman

Dr. Anatole Gershman is a Distinguished Career Professor of Computer Science at Carnegie Mellon University. Prior to his current position, Dr. Gershman joined Accenture Technology Labs in 1989, and in 1997 he became its Global Director of Research. Under his leadership, research at the laboratories focused on early identification of potential business opportunities and the design of innovative applications for the home, commerce and work place of the future. These included electronic commerce, high-performance virtual enterprise, knowledge management, and human performance support. To achieve these goals, the laboratories conducted research in the areas of ubiquitous computing, human-computer interaction, interactive multimedia, information access and visualization, intelligent agents, and simulation and modeling.

Prior to joining Accenture, Dr. Gershman spent over 15 years conducting research and building commercial systems based on artificial intelligence and natural language processing technology. He held R&D positions at Coopers & Lybrand, Cognitive Systems, Inc., Schlumberger, and Bell Laboratories. In 1997, he was named among the top 100 technologists in the Chicago area by Crain's Chicago Business. In 2000, Industry Week named Dr. Gershman one of the "R&D stars to watch."

Dr. Gershman studied Mathematics and Computer Science at Moscow State Pedagogical University and received his Ph.D. in Computer Science from Yale University in 1979. Back up

Bridget Haggerty photoBridget Haggerty

Bridget Haggerty is Interim Chief Information Officer at Oregon Health & Science University (OHSU) in Portland, Oregon.  She has worked in OHSU’s Information Technology Department since 1999 and has had a key role in implementing and managing its Oracle ERP applications, student information systems, and research information systems during that time.   Her team of technical professionals is responsible for supporting all missions of OHSU (academic, clinical, research and outreach functions), as well as the multiple business entities that support OHSU (university, hospitals and clinics, university medical group, OHSU Foundation).  She has published and presented to professional organizations on application implementation and selection strategies.  Ms. Haggerty is currently on the Board of the Oracle Higher Education User Group, the Northwest Oracle User Group, and the Northwest Academic Computing Consortium.

Ms. Haggerty began her career as research administrator for the California Public Health Foundation and moved to Oregon in 1997 to become OHSU’s Contracts Manager in Logistics.  In 1999 Bridget moved to the Information Technology Group (ITG) to support research and academic information systems and since that time has taken on increasing responsibility and a leadership role within ITG.  She has completed two graduate degrees, Engineering Management and an MBA, while working at OHSU; and she is currently working on obtaining her Ph.D. Back up

Bill Hefley photoDr. Bill Hefley

Dr. Bill Hefley is an Associate Teaching Professor at Carnegie Mellon University (Pittsburgh, Pennsylvania, USA). He concurrently serves as an associate director of Carnegie Mellon’s IT Services Qualification Center (ITSqc), where he is involved in model and evaluation method development, as well as design and development of curriculum for strategic service management. Within ITSqc, he led the development of the eSCM for Client Organizations (eSCM-CL) and is a founding member of the faculty in the Service Management concentration in Carnegie Mellon’s Masters of Information Systems Management.

Dr. Hefley has over 30 years’ experience with industry roles in academic, government, and commercial settings. He directed software engineering improvement and training initiatives for Carnegie Mellon in the Asia-Pacific region, and served as project director for a long-term project with the Korea IT Industry Promotion Agency (KIPA). Dr. Hefley was an executive consultant with IBM Global Services, focusing on helping global organizations to improve their capabilities. As a senior executive at Q-Labs, an international software engineering firm, he consulted with key client organizations and helped Q-Labs address strategic business issues. He was also a resident affiliate and visiting scientist at the Software Engineering Institute (SEI) in its Capability Maturity Modeling project.

Prior to joining IBM, Dr. Hefley was on the faculty of the undergraduate Information Systems Program at Carnegie Mellon University. In his prior activities at the SEI, he led the team that developed the People Capability Maturity Model® (P-CMM®) (first published by AddisonWesley, 2002, now in five imprints: US, India (2), China and Japan) to guide organizational efforts in maximizing their human capital potential. He is co-author of the People CMM® appraisal method and its handbook for assessment leaders. He has led systems development and user interface design projects for critical space and C3I applications, and for financial and manufacturing systems for firms in the heavy manufacturing and semiconductor industries. He was project manager for a crew trainer for the Space Shuttle.

Dr. Hefley has consulted in the U.S., India, Australia, Korea, Denmark, Japan, France, and the Netherlands, and has taught in the U.S., India, Korea, Australia, Denmark, U.K., and Germany. He also taught at IBM's Executive Consulting Institute. Dr. Hefley has taught the Introduction to the eSourcing Capability Model for Service Providers and Introduction to the eSourcing Capability Model for Client Organizations, and is well known as an SEI-authorized instructor for the SEI’s Introduction to the Capability Maturity Model for Software and Introduction to the People CMM courses. A lead evaluator for eSCM Capability Determinations and member of Carnegie Mellon’s eSCM Certification Board, he was authorized by the SEI as a lead assessor for the CBA IPI, People CMM and SCAMPI appraisal methods. Dr. Hefley is also a managing principal consultant with Pinnacle Global Management, L.L.C., and a vice president at Hefley Associates, Inc.

Dr. Hefley has a Ph.D. in Organization Science and Information Technology from Carnegie Mellon University. He received an M.S. in Engineering and Public Policy from Carnegie Mellon University and an M.S. in Systems Management from the University of Southern California. His undergraduate degrees are in psychology, computer science and political science. Back up

Douglas Morse photoDouglas Morse

Douglas Morse, Vice President of Strategic Planning and Delivery Operations for Oracle Global Customer Services, has spent over 29 years developing service strategies and solutions for companies in high tech and medical equipment services. He started his career and spent over 18 years with IBM Global Services, specializing in service strategies for distributed computing environments, professional services, and outsourcing. He has been a consultant to Fortune 500 companies, guiding efforts to build highly profitable services organizations. Through extensive market research and comprehensive delivery modeling, he has helped a variety of services companies focus on the customer value chain to improve overall profitability and to drive operational excellence.

Mr. Morse is an executive advisor and member of Services and Support Professional Assoc. (SSPA).  He is a member of the executive advisory board for the Center for Services Leadership at the W.P. Carey School of Business at Arizona State University and KISMT, the Center for Knowledge, Information Systems, and Management of Technology at the University of California at Santa Cruz.  Most recently, he joined the advisory board for the Services Research and Innovation network, or SRInet, to promote national and international initiatives that drive investments into services education and innovation that will prepare us for the new services economy.  He also teaches and does guest lectures at a number of leading universities on services strategy, marking and global operations.Back up


Terry Oliver Photo

Terry Oliver

Terry Oliver has worked globally to advance energy conservation and renewable energy. He has worked for Bonneville Power Administration (BPA) since 1981. In the Pacific Northwest, USA, he managed one of the world's largest residential energy conservation programs, the PNW Residential Weatherization Program, led ground-breaking research on community-based energy conservation applications in the Hood River Conservation Project, and established two enduring icons of energy efficiency innovation, the Lighting Design Lab and the Energy Ideas Clearinghouse. In 1992 he moved to Bangkok, Thailand, to lead the Asia Regional Office of the International Institute for Energy Conservation (IIEC). In 2000, Terry returned to BPA where he worked on BPA's EnergyWeb concept and its application to the PNW. As part of this effort he helped create BPA's Non-Wires Solutions initiative, participated in EPRI's Intelligrid grid architecture initiative, and led the GridWise Alliance Demonstrations Working Group. In June 2005 Terry was appointed Bonneville Power Administration's first Chief Technology Innovation Officer, responsible for re-energizing, focusing, and managing BPA's research and development activities.

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Jim Spohrer photoDr. Jim Spohrer

Dr. Jim Spohrer is the Director of Almaden Services Research, with the mission of creating and deploying service innovations that matter and scale well both internally to transform IBM and externally to transform IBM client capabilities ("double win" service innovations).  Service system innovation is a multidisciplinary endeavor, integrating technology, business model, social-organizational and demand innovations (just think about the ubiquity of credit cards, and what it took to make that service system innovation global; also, too often, people focus on the invention of the light bulb, and forget about the service system innovations required to make that point technology innovation beneficial to so many).

Prior to joining IBM, Dr. Spohrer was at Apple Computer, attaining the role of Distinguished Scientist, Engineer, and Technologist (DEST) for his pioneering work on intelligent multimedia learning systems, next generation authoring tools, on-line learning communities, and augmented reality learning systems. He has published in the areas of speech recognition, artificial intelligence, empirical studies of programmers, next generation learning systems, and service science. He graduated with a Ph.D. in Computer Science from Yale University (specializing in Artificial Intelligence and Cognitive Science) in 1989 and a B.S. in Physics from MIT in 1978. Back up

Chris Tofts photoDr. Chris Tofts

Dr. Chris Tofts has worked on the analysis of complex systems for the last 20 years.  Having trained as a mathematician, he developed theories of correctness for concurrent systems. In particular, he was an early student of the impact of adding probability and timing phenomena to process algebras.

After developing several models of biological behavior, in particular task allocation in ants and vertical parasite migration, using these techniques, he applied similar methods to the theory of simulation modeling languages. This work culminated in the formally specified DEMOS2k (www.demos2k.org) modeling language.

During his time at Hewlett-Packard, he was interested in the rapid analysis of complex business problems, in particular the effectiveness of the contract terms for large outsourcing deals. Along with his colleague Richard Taylor, he is responsible for developing a quantitative analysis based approach to the lifetime properties of IT service deals.

Dr. Tofts is a visiting professor in computer science at Bath University.  He has published over 75 papers, applied for over 50 patents, and refereed extensively. He has degrees in Mathematics from Cambridge University; Computer Science from Cambridge University; a PhD in Theoretical Computer Science from LFCS, Edinburgh; an MBA from Bath University; and Fellowships from the BCS and the IMA. Back up

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