- Naveen Jindal School of Management
University of Texas at Dallas
800 W. Campbell Rd SM 33
Richardson TX 75080 - +1-972-883-5006
- Service Science, Services Science, Complex Systems Science, Service Design, Software Engineering, Corporate Social Responsibility, and 82 moreHuman Resource Management, Services Marketing and Management, Globalization, Human Computer Interaction, Knowledge Management, Outsourcing, IT Outsourcing, Project Management, Interaction Design, Design Research, Design Innovation, Cross-Cultural Psychology, Organizational Culture, User Experience (UX), Design, Supply Chain Risk Management, Human Resource Development, Organizational Psychology, People Capability Maturity Model: A Framework for Human Capital, Software Process Improvement and Assessment, Business Process Management, Computer Science, Management Information Systems, Information Systems (Business Informatics), Technology Management, Health Informatics, Value chain analysis, Operations Management, Organization Studies, User Centred Design, Business/IT Alignment, Sustainability (Organisational Strategy), Software Engineering education, Computer And Society, Community Informatics, Professional Ethics, Global Social Change, Empowerment, Health Information Systems, Organizational Learning Processes, User Modeling, Organisational Performance Measurement, Procurement Management, Technical Systems (IT, web, etc.) for Managing Knowledge, Adaptive Hypermedia, Values in Design, Global Project Management, Personal Information Management, Humanistic Informatics, Modelling Knowledge Coordination, KM Educational Programs, Resilience Engineering, Business, Performance Management, Talent management, Talent management (Human Resource Management), IS Governance (Business), Product Service System, Business Process Outsourcing and offshoring, Team Building, Outsourcing Knowledge & Knowledge Systems/Functions, Creating Shared Value, Competency management, Marcellus Shale, Shale gas, People CMM, People Capability Framework, People Maturity Model, People Capability Maturity Model Pdf, Human Capital Maturity Model, Escm Model, Capital Maturity Model, IT Management, Systems Analysis, Information quality and value, Health Services Research, Price Breakdown Shale Drilling Costs, Innovation statistics, Environmental Sustainability, Sustainable Design, Multidisciplinary design practices, and Energy Economicsedit
- Higher education professional, spanning curriculum design, program direction, faculty governance, teaching and resear... moreHigher education professional, spanning curriculum design, program direction, faculty governance, teaching and research. Strong international and cross-cultural expertise.Currently:-- Program Director, MS Business Analytics and Clinical Professor at the Naveen Jindal School of Management at the University of Texas at Dallas-- Series Editor, Service Science series (Springer)Founding editor, interactions (ACM)Former Board member, Society for Disability StudiesBackground spans: service science, service innovation, service value networks, human capital management, sourcing (including outsourcing/offshoring), eSourcing Capability Model (eSCM-CL, eSCM-SP), People CMM (P-CMM), corporate social responsibility (CSR), IT governance, IT Service Management, software engineering, project management, organizational excellence/transformation/process improvement, ethical and social impacts of computing and analytics, human-computer interaction (HCI), human factors, technology transfer, disability studies and health care disparitiesedit
- Sara Kiesleredit
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"Organizations are increasingly delegating their information technology (IT) intensive business activities to external service providers to take advantage of the rapid evolution of the global telecommunications infrastructure and emerging... more
"Organizations are increasingly delegating their information technology (IT) intensive business activities to external service providers to take advantage of the rapid evolution of the global telecommunications infrastructure and emerging information and communication technologies (ICT) capabilities. The business processes being outsourced range from routine and non-critical tasks, which are resource intensive and operational, to strategic processes that directly impact revenues. Managing and meeting client expectations are major challenges in sourcing of IT-enabled services, and examples of failure abound.
The eSourcing Capability Model for Client Organizations (eSCM‑CL) is a “best practices” capability model with two purposes: (1) to give client organizations guidance that will help them improve their capability across the sourcing life-cycle, and (2) to provide client organizations with an objective means of evaluating their sourcing capability. The ultimate success of the Model will be demonstrated when Model adopters see fewer sourcing relationships that end due to deficiencies in service providers’ performance, more effective and efficient management of service providers, better relationships between client organizations and their service providers, and increased business value arising from client organization’s sourcing activities."
The eSourcing Capability Model for Client Organizations (eSCM‑CL) is a “best practices” capability model with two purposes: (1) to give client organizations guidance that will help them improve their capability across the sourcing life-cycle, and (2) to provide client organizations with an objective means of evaluating their sourcing capability. The ultimate success of the Model will be demonstrated when Model adopters see fewer sourcing relationships that end due to deficiencies in service providers’ performance, more effective and efficient management of service providers, better relationships between client organizations and their service providers, and increased business value arising from client organization’s sourcing activities."
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"The eSourcing Capability Model for Service Providers (eSCM-SP) is the best practices model that supports sourcing organizations successfully manage and reduce their risks and improve their capabilities across the entire sourcing... more
"The eSourcing Capability Model for Service Providers (eSCM-SP) is the best practices model that supports sourcing organizations successfully manage and reduce their risks and improve their capabilities across the entire sourcing life-cycle. It addresses the critical issues related to IT-enabled sourcing (eSourcing) for both outsourced and in-sourced (shared services) agreements. Each of the Model's 84 Practice is distributed along three easy to follow dimensions: Sourcing Life-cycle, Capability Area, and Capability Level, and have been applied in IT, BPO, and KPO settings.
The eSCM-SP has been designed to complement existing quality models so that service providers can capitalize on their previous improvement efforts. ITIL V3 suggests that ITIL be supplemented with eSCM when service management is performed in the context of a sourcing arrangement. A series of documents comparing the eSCM-SP with other models and standards has been developed.
Developed by ITSqc, LLC (www.ITSqc.org) and endorsed by a number of organizations including IAOP (International Association of Outsourcing Professionals), this title represents a major step forward for professionals looking to implement Best Practice within the Industry."
The eSCM-SP has been designed to complement existing quality models so that service providers can capitalize on their previous improvement efforts. ITIL V3 suggests that ITIL be supplemented with eSCM when service management is performed in the context of a sourcing arrangement. A series of documents comparing the eSCM-SP with other models and standards has been developed.
Developed by ITSqc, LLC (www.ITSqc.org) and endorsed by a number of organizations including IAOP (International Association of Outsourcing Professionals), this title represents a major step forward for professionals looking to implement Best Practice within the Industry."
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"Attracting and retaining talented people is the key to any organization's success. Every organization needs to continually improve its ability to attract, develop, motivate, organize, and retain the workforce needed to accomplish its... more
"Attracting and retaining talented people is the key to any organization's success. Every organization needs to continually improve its ability to attract, develop, motivate, organize, and retain the workforce needed to accomplish its strategic business objectives. The People Capability Maturity Model® (People CMM®) is a framework for successfully addressing strategic workforce issues. This framework, as documented in this authoritative book, is a guide to help organizations achieve the following:
* Establish an integrated system of workforce practices that is aligned with current and future business objectives
* Characterize the maturity of workforce practices
* Guide a program of continuous workforce development
* Set priorities for improvement actions
* Integrate workforce development with process improvement
* Become an employer of choice"
* Establish an integrated system of workforce practices that is aligned with current and future business objectives
* Characterize the maturity of workforce practices
* Guide a program of continuous workforce development
* Set priorities for improvement actions
* Integrate workforce development with process improvement
* Become an employer of choice"
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"Increasingly, academic and industrial leaders are recognizing that college graduates need new skills to address business and technical issues in a service business environment. Because services depend critically on people working... more
"Increasingly, academic and industrial leaders are recognizing that college graduates need new skills to address business and technical issues in a service business environment. Because services depend critically on people working together and with technology to provide value for others, these new skills include the ability to integrate across traditional disciplinary areas to obtain globally effective solutions. Service Science, Management and Engineering (SSME) is one such approach to properly focusing education and research on services, and to preparing tomorrow’s graduates to work in an expanding services economy.
Papers in this volume were developed from the 2006 conference hosted by IBM, Service Science, Management, and Engineering — Education for the 21st Century. The book incorporates a variety of perspectives, informed by an international background in SSME experience and education, including management, business, social science, computer science and engineering."
Papers in this volume were developed from the 2006 conference hosted by IBM, Service Science, Management, and Engineering — Education for the 21st Century. The book incorporates a variety of perspectives, informed by an international background in SSME experience and education, including management, business, social science, computer science and engineering."
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Engineering processes and methodologies used in building tomorrow's systems must place a greater emphasis on designing usable systems that meet the needs of the systems' users and their tasks. This paper identifies the need for... more
Engineering processes and methodologies used in building tomorrow's systems must place a greater emphasis on designing usable systems that meet the needs of the systems' users and their tasks. This paper identifies the need for defining human factors and human-computer interaction (HCI) engineering activities that contribute to the design, development, and evaluation of usable and useful interactive systems, and presents a rationale for integrating these activities with software engineering and incorporating them into the system life cycle.
Research Interests: Information Systems, Engineering, Human Computer Interaction, Information Technology, Design, and 15 moreHuman Factors, Interaction, HCI, Human Factors Engineering, Digital, Experience, Interactivity, Enterprise Information Systems, Definition, Agile software development, Interface, Information Systems Development And Management, Educational Courseware, Empathic, and Interactive system
ABSTRACT Corporate Social Responsibility (CSR) is about managing an organization’s impact on society and the environment through its operations, products or services and through its interaction with key stakeholders such as employees,... more
ABSTRACT Corporate Social Responsibility (CSR) is about managing an organization’s impact on society and the environment through its operations, products or services and through its interaction with key stakeholders such as employees, customers, investors and suppliers. This book addresses how outsourcing can be used as a powerful tool for advancing critical social, economic, and environmental issues on a global basis. Additionally, it examines corporate responsibility policies and practices for outsourcing, including identifying and showcasing policies that our membership have adopted, creating a framework for companies to model new CR policies, and provides multiple resources for readers.
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Software development is large-scale, integrated, intellectual work (Humphrey, 1989). The skill of developing software is the skill of managing intellectual complexity. Performance ranges among professional software engineers routinely... more
Software development is large-scale, integrated, intellectual work (Humphrey, 1989). The skill of developing software is the skill of managing intellectual complexity. Performance ranges among professional software engineers routinely exceed twenty to one (Curtis, 1981; Sackman, 1968; Valett, 1989). Software engineers differ markedly in the level of complexity they can handle (Basili, 1983). The folklore of software engineering is replete with remarkable feats by heroes, wizards, and gurus. Although the presence of an ...
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This study examines student preferences regarding graduate management information systems (MIS) education. One hundred and eighty four graduate students responded to a survey exploring student attitudes towards degree program content,... more
This study examines student preferences regarding graduate management information systems (MIS) education. One hundred and eighty four graduate students responded to a survey exploring student attitudes towards degree program content, delivery format, and peer group interaction. Study results indicate that students prefer a program with an even mix of business and technical coursework taught by full-time faculty featuring frequent guest lectures by industry professionals. The most often cited business courses that should be required include quantitative business analysis, operations management, strategy, and leadership, and the most often identified management information systems courses that should be required were internships, business intelligence, data warehousing, management information systems fundamentals, and information technology project management. The study also explored how students with and without prior work experience differed in their preferences, which will help ad...
Research Interests: Information Systems, Psychology, Computer Science, Management Information Systems, Graduate Education, and 8 moreENROLLMENT, Information Systems education, Student expectations and perceptions, IT Project Management, Program Improvement, Student Perceptions, Student Attitudes, and Curriculum Development and Instructional Design
The Software Engineering Institute has been exploring the possibilities of making information about state-of-the-art research projects available on the Information Highway. A recently completed pilot project has led to the development of... more
The Software Engineering Institute has been exploring the possibilities of making information about state-of-the-art research projects available on the Information Highway. A recently completed pilot project has led to the development of a frequently-used information resource on software engineering, which is available through the World-Wide Web. WWW is a widely available, hypermedia-based, Internet-accessible information infrastructure. Lessons learned from this effort include processes of creating interactive information services, as well as a number of design principles. A system development model for hypermedia-based information services is proposed.
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Internships are seen by many students as a way to “try on” or learn a new job and as a stepping stone into that first, entry-level professional position. Many of these intern positions in data science require expertise in coding or in... more
Internships are seen by many students as a way to “try on” or learn a new job and as a stepping stone into that first, entry-level professional position. Many of these intern positions in data science require expertise in coding or in applying a variety of analytical techniques to extract insights from very large data sets. This study examines recent internship experiences to understand the work demands and skills required of entry-level data science and analytics positions.
Organizations are increasingly delegating their information technology (IT) intensive business activities to external service providers to take advantage of the rapid evolution of the global telecommunications infrastructure. The business... more
Organizations are increasingly delegating their information technology (IT) intensive business activities to external service providers to take advantage of the rapid evolution of the global telecommunications infrastructure. The business processes being outsourced range from routine and non-critical tasks, which are resource intensive and operational, to strategic processes that directly impact revenues. Managing and meeting client expectations is a major challenge in sourcing of IT-enabled services, and examples ...
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The panel focuses on the following theme: how do we give the users of real-time applications sufficient and timeIy information needed to make critical decisions without overload or distraction? The key words are sufficient information... more
The panel focuses on the following theme: how do we give the users of real-time applications sufficient and timeIy information needed to make critical decisions without overload or distraction? The key words are sufficient information (enough? too much? studies of acceptable ranges?) and time& information (computer and human response time) sufficient to accomplish this mission. The panel session builds on ideas developed at two workshops held at CHI'88 and CHI'89 [6,7]. ... “As designers strive to build more powerful hardware and software ...
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The purpose of the CHI '89 Workshop on Real-Time, Decision Support Computer-Human Interaction was to explore issues facing users of crucial real-time, decision support computer systems such as air traffic control computers, tactical... more
The purpose of the CHI '89 Workshop on Real-Time, Decision Support Computer-Human Interaction was to explore issues facing users of crucial real-time, decision support computer systems such as air traffic control computers, tactical command and control systems, and missile warning computers. The workshop built on ideas presented at an earlier workshop at CHI '88 (1).
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Research Interests: Software Engineering, Intelligent User Interface Agents, System Design, Programming, Data Engineering, and 12 moreDesign process, Knowledge Engineering, User interfaces, Process Design, Real Time Systems, Knowledge base, Software development processes, Data Processing, Software Development Process, Embedded System, Support System, and Real Time Embedded System
This tutorial is intended for the audience that is acquainted with the Internet and its services, but are lacking detailed knowledge about World-Wide Web (WWW) concepts and uses. The tutorial is intended to give the student an... more
This tutorial is intended for the audience that is acquainted with the Internet and its services, but are lacking detailed knowledge about World-Wide Web (WWW) concepts and uses. The tutorial is intended to give the student an understanding of WWW software, some background in understanding issues in designing information spaces and services, and an overview of designing and coding HTML pages. Examples from educational settings will be used.
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Abstract Discusses an approach and issues regarding the use of intelligent adaptive user interfaces, coupled with hypermedia, to provide supportive learning situations for users within an instructional paradigm of cognitive... more
Abstract Discusses an approach and issues regarding the use of intelligent adaptive user interfaces, coupled with hypermedia, to provide supportive learning situations for users within an instructional paradigm of cognitive apprenticeship. Existing models of user interaction are examined and extended with a supportive learning model of user interaction. The paper addresses learning opportunities provided by implementing this model of interaction using intelligent computer-human interaction, as well as identifies issues which ...
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Background: After menopause, gain weight and fat deposits distribution may be altered, with predominance of abdominal fat. The abdominal fat has been correlated with the surge of metabolic diseases like hyperinsulinemia, and neoplastic... more
Background: After menopause, gain weight and fat deposits distribution may be altered, with predominance of abdominal fat. The abdominal fat has been correlated with the surge of metabolic diseases like hyperinsulinemia, and neoplastic diseases like endometrial cancer. The chronic hyperinsulinemia causes decrease of serum IGF-1 binding protein 1 (IGFBP-1) and 2 (IGF1BP-2), leading to increased biovailability of free IGF-1. The IGF-1 exerts its action through the IGF-1R, and has been found to be increased in endometrial tumors. However ...
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Keywords: eSourcing, eSCM, eSCM-CL, eSourcing Capability Model, client organization model, annotated bibliography, references, best practices, quality models and systems, capability models, business process outsourcing, BPO, information... more
Keywords: eSourcing, eSCM, eSCM-CL, eSourcing Capability Model, client organization model, annotated bibliography, references, best practices, quality models and systems, capability models, business process outsourcing, BPO, information technology, information technology outsourcing, ITO, IT-enabled sourcing, ITES, IT-enabled outsourcing services, IT-enabled services, outsourcing, insourcing, shared services, captive centers, offshoring, outsourcing models, sourcing, sourcing models, governance, sourcing relationships
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An important strategic decision for CIOs is to contribute to the overall long-term sustainability of the organization and to build the capacity and capability to preempt the information technology (IT) roadmap of the industry and come up... more
An important strategic decision for CIOs is to contribute to the overall long-term sustainability of the organization and to build the capacity and capability to preempt the information technology (IT) roadmap of the industry and come up with an IT roadmap for the organization to keep it in front of the competition. With the current industry trends, IT organizations need to make environmental sustainability (or Green) a part of their strategy. This would mean that an extension of the industry frameworks to suggest the best green practices is also imperative. Our work in this paper is just one set of suggestions among many to come in the future. It addresses proposed extensions to the ITIL framework to address green IT in the full ITIL lifecycle.
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If the U.S. economy and workers' wages are to grow robustly over the next several decades, the key will be to find better ways to enable innovation and achieve higher productivity gains in services sector, which accounts for 80 percent of... more
If the U.S. economy and workers' wages are to grow robustly over the next several decades, the key will be to find better ways to enable innovation and achieve higher productivity gains in services sector, which accounts for 80 percent of the economy. Yet, even though services are central to our future, neither our technology and economic policies nor our higher education practices have kept up with the reality of continued growth in services, much of it in information-intensive and health-care related services.
At this ITIF forum, Dr. Bill Hefley, Associate Teaching Professor in the Service Management area at Carnegie Mellon's School of Computer Science and Heinz School of Public Policy and Management and editor of the new book Service Science, Management and Engineering: Education for the 21st Century, will make the case that it is time to bring the same scientific rigor to services that has long been applied to manufacturing. One key step is to continue to grow the nascent academic discipline of "Service Science." Because services depend critically on people working together and with technology to provide value for others, these new skills include the ability to integrate across traditional disciplinary areas to obtain globally effective solutions. Service Science is one such approach to properly focusing education and research on services, and to preparing today's workforce and tomorrow's graduates to work high-wage, high-skill careers in an expanding services economy. This new book documents the results of the largest and most diverse gathering ever in support of service education, and provides unique insights into global activities in service science. It provides a backdrop for the forthcoming federal study regarding strategic support for research, education, and training in service science.
At this ITIF forum, Dr. Bill Hefley, Associate Teaching Professor in the Service Management area at Carnegie Mellon's School of Computer Science and Heinz School of Public Policy and Management and editor of the new book Service Science, Management and Engineering: Education for the 21st Century, will make the case that it is time to bring the same scientific rigor to services that has long been applied to manufacturing. One key step is to continue to grow the nascent academic discipline of "Service Science." Because services depend critically on people working together and with technology to provide value for others, these new skills include the ability to integrate across traditional disciplinary areas to obtain globally effective solutions. Service Science is one such approach to properly focusing education and research on services, and to preparing today's workforce and tomorrow's graduates to work high-wage, high-skill careers in an expanding services economy. This new book documents the results of the largest and most diverse gathering ever in support of service education, and provides unique insights into global activities in service science. It provides a backdrop for the forthcoming federal study regarding strategic support for research, education, and training in service science.