Bill Hefley | University of Texas at Dallas (original) (raw)
Books by Bill Hefley
"Organizations are increasingly delegating their information technology (IT) intensive business a... 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 Service Providers (eSCM-SP) is the best practices model that ... 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."
"Attracting and retaining talented people is the key to any organization's success. Every organiz... 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"
"Increasingly, academic and industrial leaders are recognizing that college graduates need new sk... 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 by Bill Hefley
American Association for Artificial Intelligence eBooks, Jan 2, 1993
International Journal of Information Systems and Project Management, 2021
New graduates are often placed into project management roles, but may face challenges in these ro... more New graduates are often placed into project management roles, but may face challenges in these roles. This study surveyed managers from Brazilian organizations and gathered information on the environment, practices and results of projects where new graduates were in project management roles. In-depth interviews were executed with a subset of these managers to further collect insights into issues surrounding new graduates’ performance in project management. This paper examines the preparation and performance of new graduates in project management roles. It addresses specific project management skills and competencies that are involved in delivering successful projects and how these relate to project success or failure. The conclusions determined that new graduates are often not fully prepared for project management roles and fail to conduct comprehensive project preparations, often missing risk management; their soft skills are not fully developed creating further challenges; and the...
International Journal of Information Systems and Project Management, Sep 16, 2021
Interactions, Jan 2, 1994
IEEE Software, Mar 1, 1995
Social Science Research Network, 2005
Proceedings of the Human Factors and Ergonomics Society Annual Meeting, 1994
Engineering processes and methodologies used in building tomorrow's systems must place a grea... 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.
ABSTRACT Corporate Social Responsibility (CSR) is about managing an organization’s impact on soci... 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.
Proceedings of the 2nd Americas Conference on Information Systems, Aug 1, 1996
Software development is large-scale, integrated, intellectual work (Humphrey, 1989). The skill of... 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 ...
J. Inf. Syst. Educ., 2018
This study examines student preferences regarding graduate management information systems (MIS) e... 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...
"Organizations are increasingly delegating their information technology (IT) intensive business a... 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 Service Providers (eSCM-SP) is the best practices model that ... 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."
"Attracting and retaining talented people is the key to any organization's success. Every organiz... 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"
"Increasingly, academic and industrial leaders are recognizing that college graduates need new sk... 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."
American Association for Artificial Intelligence eBooks, Jan 2, 1993
International Journal of Information Systems and Project Management, 2021
New graduates are often placed into project management roles, but may face challenges in these ro... more New graduates are often placed into project management roles, but may face challenges in these roles. This study surveyed managers from Brazilian organizations and gathered information on the environment, practices and results of projects where new graduates were in project management roles. In-depth interviews were executed with a subset of these managers to further collect insights into issues surrounding new graduates’ performance in project management. This paper examines the preparation and performance of new graduates in project management roles. It addresses specific project management skills and competencies that are involved in delivering successful projects and how these relate to project success or failure. The conclusions determined that new graduates are often not fully prepared for project management roles and fail to conduct comprehensive project preparations, often missing risk management; their soft skills are not fully developed creating further challenges; and the...
International Journal of Information Systems and Project Management, Sep 16, 2021
Interactions, Jan 2, 1994
IEEE Software, Mar 1, 1995
Social Science Research Network, 2005
Proceedings of the Human Factors and Ergonomics Society Annual Meeting, 1994
Engineering processes and methodologies used in building tomorrow's systems must place a grea... 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.
ABSTRACT Corporate Social Responsibility (CSR) is about managing an organization’s impact on soci... 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.
Proceedings of the 2nd Americas Conference on Information Systems, Aug 1, 1996
Software development is large-scale, integrated, intellectual work (Humphrey, 1989). The skill of... 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 ...
J. Inf. Syst. Educ., 2018
This study examines student preferences regarding graduate management information systems (MIS) e... 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...
The Software Engineering Institute has been exploring the possibilities of making information abo... 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.
Internships are seen by many students as a way to “try on” or learn a new job and as a stepping s... 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.
CAPA, 2009
Organizations are increasingly delegating their information technology (IT) intensive business ac... 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 ...
Personal Sustainability Practices
An important strategic decision for CIOs is to contribute to the overall long-term sustainability... 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.
If the U.S. economy and workers' wages are to grow robustly over the next several decades, the ke... 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.