Lynda AimanSmith Associate Professor of Business Management College of Management North Carolina State University Lynda AimanSmith studied Organizational Change and Development for her masters degree (1985) at the University of San Francisco, and did her doctoral work in Organizational Behavior and Technology Management at Purdue University (1996). Prior to joining academia, she worked for 13 years in a company that epitomized innovation Raychem Corporation. She is Associate Professor of Business Management in the College of Management at NC State University, and serves as Associate Faculty for the Center for Innovation Management Studies there. She is currently doing research on organizational cultures that support innovation. Joe Albano Senior Consultant IT Service Management HPS Consulting & Integration No Photo Available Joe Albano has been with Hewlett Packard for over 20 years in various customer support, quality, engineering, marketing, IT and consultancy positions. He is an international business consultant, technology project manager, and processmodeling expert offering business driven solutions to the increasing challenges of structuring and managing enterprise IT Organizations. Joe provides business objective planning, technology architecture, implementation, ITSM, and project management services to businesses seeking to focus their infrastructure development budgets on specific business performance goals. Joe has a Master’s Degree in Management from the John F. Kennedy University in Walnut Creek, CA and a Bachelor’s Degree in Electrical Engineering from Rensselaer Polytechnic Institute in Troy, NY. Russell Barton Professor of Supply Chain and Information Systems Associate Dean for Research and Ph.D./M.S. Programs Smeal College of Business The Pennsylvania State University In his role as associate dean, Dr. Barton supports and coordinates the research activities of over ninety faculty and ten research centers in the College. Prior to joining the Smeal College, he was a Professor in the College of Engineering at Penn State, and affiliated with the Laboratory for Intelligent Systems and Quality and the Engineering Design Optimization Group. He has published over 70 refereed papers in the fields of Applied Statistics, Engineering Design/New Product Development, Optimization and Simulation. He has a B.S. in Electrical Engineering from Princeton University, and M.S. and Ph.D. degrees in Operations Research from Cornell University. Prior to entering academia, he spent approximately ten years in industry, most of that time at the RCA David Sarnoff Research Center. He has been Principal Investigator or Co Principal Investigator for approximately $2 million in research and equipment funding. Robert Bauer Vice President/Chief Technology Officer Xerox Global Services Robert Bauer is a technology futurist and pragmatic innovator who has spent much of his career turning theoretical ideas into marketable offerings. Bauer joined Xerox’s Palo Alto Research Center (PARC) in its inaugural year of 1970 and spent more than a dozen years doing research for which he was chosen a Fellow of the American Physical Society. During that time, he wrote more than 100 technical papers and edited 10 books. In 1987 Bauer was named manager of PARC’s Systems Science Lab, which conducted research in intelligent information access, user interfaces, software engineering, support for collaborative work and knowledge sharing. Bauer holds a master of science degree and a doctorate from Stanford University, following receipt of a bachelor of science degree in electrical engineering from Rensselaer Polytechnic Institute. He has served on advisory groups for the National Academy of Sciences, the National Science Foundation and the Departments of Commerce, Defense and Homeland Security, as well as UNESCO. Bauer is a frequent keynote speaker and innovation evangelist at technology and business conferences, most recently on the subject of “Strategic Information Technology for the Adaptive Enterprise.” Matt Berry IBM Research Matt Berry joined IBM Research in February, 2003. Prior to joining IBM, Matt worked for two different public relations agencies located in New York City. During that time, he worked with clients including SAP and IBM. Matt currently is assigned to lead the effort in Services Science, Management and Engineering in IBM Research Communications. Matt graduated from San Diego State University with a B.A. in English. Mary Jo Bitner Professor of Marketing PETsMART Chair in Services Leadership W. P. Carey School of Business Arizona State University Mary Jo Bitner, Ph.D., is the PETsMART Chair in Services Leadership and Academic Director for the Center for Services Leadership at the W. P. Carey School of Business, Arizona State University, Tempe. Her research and publications focus on managing customer experiences, customer satisfaction and loyalty. She has published articles relevant to services marketing and management in the Journal of Marketing, Journal of Business Research, Journal of Retailing, International Journal of Service Industry Management, Journal of the Academy of Marketing Science, Journal of Service Research, and the Academy of Management Executive. In 2003, Dr. Bitner was awarded the “Career Contributions to the Service Discipline Award” presented by the Services Marketing Special Interest Group of the American Marketing Association. Mary Jo is coauthor of Services Marketing: Integrating Customer Focus Across the Firm. She received her MBA in 1979 and Ph.D in 1987 from University of Washington, Seattle. ChingHua ChenRitzo Doctoral Candidate Department of Supply Chain and Information Systems Smeal College of Business The Pennsylvania State University ChingHua is a doctoral candidate in the Smeal College of Business in the Department of Supply Chain and Information Systems. Her dissertation research involves using mathematical optimization models to address problems in configure to order supply chain systems. She has a BS in Physics from the University of North Carolina and a MS in Architectural Engineering from Penn State University. She will be joining IBM TJ Watson Research Center as a research staff member in Fall 2005. Girjia Cheruvu Program Manager, IBM University Relations, Technology and Innovation IBM Corporation No Photo Available Stacy Comes Research Director SAP AG Global Communications No Photo Available Ms. Comes is the Research Director for SAP AG Global Communications. The Research team identifies thought and concept leaders on university campuses to provide specialized expertise for collaborative research projects and executive information programs that benefit SAP customers. Stacy started with SAP America in 1998 as a product manager in the Educational Services unit. Prior to joining SAP, she began her career at CIGNA Corporation in Philadelphia, Pennsylvania. At CIGNA, Stacy graduated from a managementtraining program and held a number of positions in the Human Resources and Financial departments. Ms. Comes holds an undergraduate degree in Accounting and Business Management from Franklin and Marshall College and a MBA with a concentration in Strategic Management from Temple University. Dave Cranmer Senior Research Manufacturing Extension Partnership’s (MEP) National Institute of Standards and Technology No Photo Available Dave Cranmer is a senior researcher in the Manufacturing Extension Partnership’s (MEP) Manufacturing Futures Group at the National Institute of Standards and Technology (NIST). With MEP since 1993, he has conducted research on innovation, supply chains, technology roadmapping, eBusiness and exporting, built a businesstobusiness marketing consulting practice for smaller manufacturers, and established specialty consulting practices in financial access and eBusiness for the MEP system. In addition, he has developed a set of technology/product development services for smaller manufacturers. He is also the President and CEO of Phase 3 Consulting LLC. Phase 3, founded in 2001, provides businesstobusiness marketing, marketing and technology management, and technology evaluation services to small and midsize companies. Patt Cronin Vice President, IBM Global Services IBM Corporation Patt Romero Cronin has more than 20 years of experience at IBM. Currently she is responsible for providing solutions to IBM’s Global Services employees worldwide. With an IT spend of 1.8 billion, she and her team are expected to fuel our 40billion dollar IBM Global Services business with IT innovations that will help grow revenues to upwards of 60 billion dollars. Previously she was vice president of the global practice for practice for IBM Global Services’ e business Services and Integration Group. In that role she lead a global team of over 12,000 consultants who helped clients plan, design and implement ebusiness solutions for customers. Patt holds a Bachelor of Science in combined Natural Sciences from the University of Santa Clara and an MBA in Computer Systems from the Golden Gate University. Patt resides in Danville, CA, with husband Kevin and daughters Briana, Meagan, and Alyse. James B. Duff Senior Consultant Hewlett Packard No Photo Available James B. Duff is a Senior Consultant whose primary role is Solution Architect for planning and establishing Enterprise IT Service Management (ITSM) infrastructures in client environments. With 19 years of industry experience, Jim has been a lead solution consultant for developing ITSM consulting services and methodologies. Jim’s experience includes executive seminars, client orientation and mobilization, ITSM infrastructure assessment, strategic planning, program planning and management, project planning, solution scope definition, process design, solution modeling, and largescale solution development lead. Jim earned his Bachelor of Science degree in Computer Science from Indiana University at Bloomington and his Master of Engineering degree in Computer Science from the University of Colorado at Boulder, where his focus was on software systems engineering. Daniel J. Evak Director of Business Development Penn State Executive Programs The Smeal College of Business Dan is responsible for helping organizations achieve their goals by matching Penn State’s renowned research capabilities and academic resources with the specific executive education requirements of corporations and government agencies. Working in close partnership with client organizations, Dan creates solutions to match specific needs. Prior to joining Penn State, he was a consultant and certified leadership trainer for Dale Carnegie Training. He has been the recipient of international sales awards and is recognized as one of the top trainers in the world. Dan also has a background in Human Resources Management with positions at Seligman, Friedman & Company and Cerro Metal Products. He was Assistant Director for field service operations for the United Mine Workers of American Health and Retirement Funds. He received his M.S. in Community Systems Planning and Development with an emphasis in mental health and law and his B.S. from Penn State in Health Planning and Administration. Ted Faigle Senior Manager, Solutions Marketing Hewlett Packard Ted Faigle is a senior manager at HP in Solutions Marketing for enterprise and public sector markets. He leads the Vertical Industry Enablement Initiative across HP’s business units to link key solutions capabilities to industryspecific customer needs for increased business agility. He joined HP in Services Solutions Marketing and Portfolio Management from premerger Compaq and also led key initiatives in the Adaptive Enterprise Program Office. At Compaq, he led the planning and development of Managed Mobility Services in the Managed Services business, and before that, he was Acting Director of Business Development for Corporate Research. He joined Compaq as a Technology Licensing Executive to work with business units to license technology to other companies for strategic initiatives and incremental profit. Ted holds an M.B.A. from the London Business School (U.K.) and a B.S. in Computer Science from the University of Iowa. Jim Freeman Director, Global BIE, Americas BIE IBM Corporation No Photo Available Anatole Gershman Director of Research Accenture Technology Labs Anatole Gershman is Director of Research at Accenture Technology Labs. Under his leadership, research at the laboratories is focusing on early identification of potential business opportunities and the design of innovative applications for the home, commerce and work place of the future. Prior to joining Accenture in 1989, Anatole 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. Anatole studied Mathematics and Computer Science at Moscow State Pedagogical University and received his Ph.D. in Computer Science from Yale University in 1979. Lee Giles Director, The Intelligent Systems Research Laboratory Professor, Computer Science and Engineering Professor, Supply Chain and Information Systems Associate Director of Research, eBusiness Research Center (eBRC) The Pennsylvania State University In 2000 Dr. C. Lee Giles left NEC Research Institute, now NEC Labs, to become the David Reese Professor at the School of Information Sciences and Technology. He is also Professor of Computer Science and Engineering, Professor of Supply Chain and Information Systems, and Associate Director of Research at the eBusiness Research Center at the Pennsylvania State University, University Park, PA. His previous positions include a Senior Research Scientist at NEC Research Institute (now NEC Labs), Princeton, NJ; a Program Manager at the Air Force Office of Scientific Research in Washington, D.C.;and an Assistant Professor of Electrical and Computer Engineering at Clarkson University, Potsdam, N.Y. His graduate degrees are from the University of Michigan and the University of Arizona. His academic genealogy includes two Nobel laureates and prominent mathematicians. William Gendron NCR Corporation William (Bill) Gendron has been with the NCR Corporation since 1996. During this time, Bill has held various positions in the NCR Professional Services organization, with a primary focus on institutionalizing bestinclass project/program management capabilities throughout NCR’s business units worldwide. Prior to joining NCR, Bill held leadership positions in various parts of the AT&T Company including AT&T Bell Laboratories, AT&T Federal Systems Divisions, and AT&T Local Telephone Services Infrastructure Division. His contributions were primarily in the project/program management areas, specializing in the management of billion dollar, custom design and systems integration projects. Bill received both Bachelor and Master of Science degrees in Mechanical Engineering from the Penn State University. David Hall Associate Dean for Research The Pennsylvania State University School of Information Sciences and Technology Dr. David L. Hall was appointed associate dean for research in Penn State's School of Information Sciences and Technology on January 31, 2001. He is responsible for overseeing IST's research grant administration and leadership of IST faculty research efforts. Hall joined IST from the University’s Applied Research Laboratory (ARL) where he served as associate director and senior scientist. At ARL, he oversaw the 150person Information and Network Systems Office, comprised of four divisions: Information Science and Technology, Navigation Research and Development, Systems and Operations Automation, and Communications Science and Technology. Prior to joining the University in 1993, Hall worked with HRBSystems Inc., in State College, Pennsylvania, since 1979. His most recent post with HRB was as director of research and operations programs. David A. Harrison Professor Department of Management and Organization The Pennsylvania State University David received a bachelor's degree from Bowling Green State University, and masters' degrees in psychology and applied statistics, as well as a Ph.D. in social, organizational, and individual differences psychology, from the University of Illinois at UrbanaChampaign. He has published and presented over 100 articles, book chapters, editorial reviews, monographs, and papers. He has been a National Science Foundation Fellow, and has received many research honors. He is currently Editor at Organizational Behavior and Human Decision Processes, where he previously held the position of Associate Editor. Terry Harrison Professor of Supply Chain and Information Systems Smeal College of Business Penn State University Prof. Harrison teaches courses in all areas of the College’s programs: undergraduate, MBA, M.S. and Ph.D. He is a multiple winner of the MBA graduate teaching award, and has been recognized nationally as part of the “Joe Wyatt 100” (a national award by Educom for the top 100 applications of information technology in higher education). He has authored many papers on various aspects of optimization and its use in manufacturing, distribution and supply chain management. In 1994, he was a coauthor on a project that was named a finalist for the Edelman Award for his work in global supply chain management. This prize is awarded by INFORMS for the best application of Management Science in the world. It is INFORMS’ highest recognition for management science practice. In October 2001, Professor Harrison was named a corecipient of the U. S. Army’s Wilbur S. Payne Award, for innovative research Operations Research methods for Enabling Strategic Responsiveness. He is a frequent consultant to Fortune 200 companies on various aspects in the design of supply chains. He is a coeditor of the recent book published by Kluwer, The Practice of Supply Chain Management. William Hefley Associate Director of the IT Services Qualification Center Carnegie Mellon University No Photo Available Bill Hefley is an Associate Director of the IT Services Qualification Center, an industryfunded research center, at Carnegie Mellon University, where he leads efforts in strategic service management education. He teaches in Carnegie Mellon's Heinz School of Public Policy and Management and the School of Computer Science. Past positions include teaching and advising in Carnegie Mellon's undergraduate information systems program in the Humanities and Social Sciences College, an Executive Consultant with IBM Global Services, a vice president at a niche software services firm, and a Senior Member of the Technical Staff at the Software Engineering Institute. His doctorate is in Organization Science and Information Technology from Carnegie Mellon. He has also earned an MS Engineering and Public Policy, also from Carnegie Mellon, and an MS Systems Management from the University of Southern California, and has earned baccalaureate degrees in Political Science, Psychology and Computer Science. James Hoopes Visiting Frances Willson Thompson Professor, Kettering University Murata Professor of Business Ethics Babson College No Photo Available James Hoopes is Visiting Frances Willson Thompson Professor at Kettering University and Murata Professor of Business Ethics at Babson College. His most recent book is "False Prophets: The Gurus Who Created Modern Management and Why Their Ideas Are Bad for Business Today." He is currently writing a book about George Bush as the first president with an MBA degree. The working title is "Moral Leadership, Business Ethics, and George W. Bush." Ramu Iyer Project Leadership Consultant Equilibrium ROI, Inc. Ramu Iyer is a project leadership consultant and a teaching faculty member of City University with proven experience in managing the accelerated insertion of technology. Ramu particularly specializes in achieving greater return on assets (time, attention, ideas, knowledge, passion, energy, and social networks) in the service innovation value chain. Ramu has spent the past seventeen years working in the telecom, eCommerce and software sectors of the industry (Point B Solutions Group, Motorola, Ernst & Young, InfoSpace, ThomsonCSF, IntelliCorp). The mission of EQuilibrium ROI, Inc. to provide consulting (winning visual insights) and deliver courseware for orchestrating the organic transformation of BPOcentric call centers (BPO: Business Process Outsourcing) into KPOcentric core competency centers of excellence (KPO: Knowledge Process Outsourcing). Uday Karmarkar LA Times Professor of Technology and Strategy Anderson School of Management University of California, Los Angeles Uday S. Karmarkar joined the Anderson School of Management in 1994 after teaching at the Graduate School of Business at the University of Chicago (19751979) and the Simon School at the University of Rochester (19791994). Professor Karmarkar has published over 60 research papers and articles and has founded two academic journals and is on several editorial boards. His research interests include the information economy and ebusiness, technology management, manufacturing strategy, supply chain management, enterprise management software, and service enterprise management. He has undertaken projects in operations and technology strategy, industrial marketing, and supply chain management with firms in the US, Europe and Asia. Prof. Karmarkar holds a B.Tech. from IIT Bombay and a Ph.D. in Management Science from M.I.T. He serves on the Advisory Board of IIT Bombay, and is on advisory and directors boards for several new technology and traditional companies. Ujwal Kayande Assistant Professor, Marketing Smeal College of Business Penn State University Ujwal’s research spans marketing measurement, marketing models, and marketing strategy. His work has been published in leading marketing journals, including the Journal of Marketing Research, Journal of Retailing, and the International Journal of Research in Marketing. In 1998, he won the American Marketing Association's Don Lehmann Award for best PhDbased article published in the Journal of Marketing Research. His teaching experience includes teaching Market Research, Marketing Management, and Marketing Strategy in Executive MBA, MBA, and undergraduate programs in Australia, Canada, Hong Kong, New Zealand, and the US. Ujwal has a Ph.D. in Marketing from the University of Alberta, Canada, and an MBA and BS in Electronics from India. Peggy Kennelly Vice President, On Demand Innovation Services T.J. Watson Research Center IBM Research Peggy Kennelly is vice president of On Demand Innovation Services (ODIS), IBM Research’s consulting practice. Prior to joining Research, Kennelly was vice president, Sell & Support Solutions, Business Consulting Services. In this position, she led teams that advised and assisted clients in planning for and implementing customer relationship management solutions to improve their sales, marketing and customer service business processes. Kennelly joined IBM in 1977 as a systems engineer in Cincinnati, Ohio. She has since held a variety of positions in sales, sales management, and finance. In IBM Global Services, she was a senior project executive in the strategic outsourcing division, and then joined Business Innovation Services (now known as Business Consulting Services) where she held several practice leadership positions. Jeffrey Kreulen Manager, IBM Research IBM Corporation Jeffrey Kreulen is a software engineer and researcher at the IBM Almaden Research Center in San Jose, California. He holds a bachelor's degree in applied mathematics (computer science) from CarnegieMellon University, a master's degree in electrical engineering from Pennsylvania State University and a Ph.D. in computer engineering (also from Penn State). Since joining IBM in 1992, he has worked on multiprocessor systems design and verification, operating systems, systems management, webbased service delivery, and integrated text and data analysis. His most recent work has been in the development of eClassifier and BIKM technology and applying this technology in customer scenarios. Kreulen has received an Outstanding Technical Achievement Award for his contributions to eClassifier and its application in services. He holds five patents, and has published extensively in conferences and journals. Akhil Kumar Professor of Information Systems Smeal College of Business Penn State University Akhil Kumar is a professor of information systems at the Smeal College of Business at Penn State University. He received his Ph.D. from Berkeley, and has previously been on the faculties at Cornell University and University of Colorado, and also spent a sabbatical year as a scientist at Bell Labs, Murray Hill, NJ. He has published more than 60 papers in academic journals and international conferences. He has been a principal investigator for National Science Foundation, and also received support from IBM, Sun Microsystems and other organizations for his work. His research interests are in workflow systems, eservices, distributed information systems and intelligent systems. He serves on the editorial boards of Information Systems Research, INFORMS Journal on Computing and Information Technology and Management. V. Kumar ING Chair Professor of Marketing, and Executive Director ING Center for Financial Services School of Business, University of Connecticut VK has been recognized with over 15 teaching and research excellence awards He has published over 75 articles in many scholarly journals in marketing including the Harvard Business Review, Journal of Marketing, Journal of Marketing Research, Marketing Science, and Operations Research. He has coauthored multiple textbooks on Marketing Research. He has authored a book titled International Marketing Research. He has taught in a number of universities and organizations worldwide. He was recently listed as one of the top five ranked scholars in marketing worldwide. He has consulted for many Global Fortune 500 firms. He received his Ph.D. from the University of Texas at Austin. Robert F. Lusch Professor of Marketing Eller College of Management University of Arizona Robert F. Lusch is Professor of Marketing and Head of the Marketing Department in the Eller College of Management at the University of Arizona. Previously he served as Dean of the M. J. Neeley School of Business and Distinguished University Professor at Texas Christian University and was on the faculty of the University of Oklahoma for 25 years where he also served as Dean, Director of the MBA Program and Department Chairperson. His expertise is in the area of marketing strategy, marketing theory, and marketing channels. He received his Ph.D. from the University of Wisconsin and his M.B.A. and B.S. from the University of Arizona. Paul Maglio Senior Manager Human Systems Research IBM Almaden Research Center Paul Maglio is Senior Manager of Human Systems Research at the IBM Almaden Research Center, an interdisciplinary group of social, cognitive, and computer scientists focused on supporting the way people work in IBM's Global Services division. In his nine years at IBM Research, Paul has worked and published extensively in the areas of humancomputer interaction, intelligent agents, web intermediaries, system management, and autonomic computing. He has a PhD in cognitive science from UCSD, and an SB in computer science and engineering from MIT. Anna Mattila Associate Professor The Pennsylvania State University Dr. Anna S. Mattila, is an associate professor at Pennsylvania State University. She holds a Ph.D. from Cornell University, an MBA from University of Hartford and a B.S. from Cornell University. Her research interests focuses on consumer responses to service encounters and crosscultural issues in services marketing. Her work has appeared in the Journal of the Academy of Marketing Science, Journal of Retailing, Journal of Service Research, Journal of Consumer Psychology, Psychology & Marketing, Journal of Services Marketing, International Journal of Service Industry Management, Cornell Hotel & Restaurant Administration Quarterly and in the Journal of Hospitality & Tourism Research. Krishna Nathan VP Services, IBM Research IBM Corporation Dr. Krishna Nathan is vice president, Services and director of the IBM Zurich Research Laboratory. He joined IBM in 1991 at the T.J. Watson Research Center, where he held various research and management positions in pen computing, handwriting recognition, mobile and handheld platforms and related applications. From 1999 to 2001, Dr. Nathan was director for consumer voice systems in the software group, where he was responsible for worldwide sales, marketing and development of IBM's consumer line of speech products. Immediately prior to his current appointment he was Executive Assistant to the vicechairman of the board of IBM. Dr. Nathan holds a doctorate in electrical sciences from Brown University and a master's degree in electrical engineering from the Massachusetts Institute of Technology. Judy Olian Dean and Professor of Management Smeal College of Business The Pennsylvania State University During her tenure as dean of the Smeal College of Business at The Pennsylvania State University, Dr. Judy Olian has spearheaded comprehensive renewals of each of the college’s academic programs. Dr. Olian has also overseen the launch of the Smeal Trading Room, the eIncubator Lab, the Auctions Market Lab, the eBusiness Research Center, and the Philadelphiabased executive MBA program. Prior to joining Smeal in July 2000, Dr. Olian was senior associate dean and professor of management and organization at the University of Maryland’s Robert H. Smith School of Business. She is the author of more than 60 articles and book contributions and is the recipient of several honors including the American Council on Education Fellowship. Dr. Olian has an undergraduate degree in psychology from the Hebrew University in Jerusalem, and M.S. and Ph.D. degrees in industrial relations from the University of Wisconsin. Tim O'Malley Director of Service Delivery Communications Sector IBM Corporation No Photo Available Tim has indepth competencies focusing on developing technology and management frameworks for Information Technology investments that align with business requirements, enabling an enterprise to develop and maintain strategic competitive advantage. He is the author of several perspectives/concepts on the effective management of Information Technology. Mr. O’Malley joined IBM in 1977, in Princeton NJ. He has held numerous positions within the IBM Services organization. Prior to his appointment to this position, in April of 2004, Mr. O’Malley was Director, IT Strategy and then Global Executive of IBM’s IT Optimization Solution. Mr. O’Malley holds a Masters Degree in Business Administration from The Wharton School, University of Pennsylvania and an Undergraduate Degree in Decision Sciences from Rider University. Nirmal Pal Executive Director eBusiness Research Center (eBRC) The Pennsylvania State University Under Nirmal’s leadership, the Penn State eBusiness Research Center (eBRC) is now considered a preeminent research center, fostering research in ebusiness and realtime organization. He is sought after by the media for his expert opinion for many ebusiness and related issues. He has given talks on ebusiness in many conferences both at national and international levels. eBRC published a book in 2001 called Pushing the Digital Frontier, which was rated by the Choice magazine as one of the two best academic titles of 2001. Nirmal coauthored a chapter and is one of the two editors of the book. Before joining the University, he was Director, IBM Global Services Consulting Group, White Plains, New York. As a part of a distinguished 39year career at IBM, he directed IBM's ebusiness consulting practice worldwide and worked closely with Fortune 500 clients on ebusiness strategies. Daniel C. Pantaleo Vice President SAP Strategic Issues Group After a career of twentyfive years in higher education as a faculty member, Fulbright Scholar, dean, academic vice president, and provost, Dan Pantaleo spent four years as Vice President for Product Development with an interactive multimedia education and training developer. Dan left that post in 1997 to assume the responsibilities of Program Manager for SAP America’s University Alliance Program where he has been able to apply his knowledge of higher education and interactive learning to significantly develop the Program. Dan holds a B.S. degree in chemistry from Manhattan College and the Ph.D. in Inorganic Chemistry from Emory University. He served as a Fulbright Scholar in Science Education in the Philippines, held a postdoctoral appointment in the chemistry department at Louisiana State University, and took postdoctoral coursework in astrophysics at Georgia State University. Dan is a published author and researcher and a member of several professional associations including the Innovation Council of the Conference Board and serves on several advisory boards and councils. Susanne Perrone Vice President, Marketing Xerox North America & TeleWeb Xerox Corporation Susanne Perrone, Vice President, Xerox North America and TeleWeb Marketing currently leads the team responsible for driving demand through the TeleWeb Channel. Before joining Xerox in 1997, she gained her marketing experience as a client, an advertising agency executive, and business owner. Susanne’s specialty is in driving demand and increasing market share through integrated marketing communications, both BtoB and consumer. She began her career in bank advertising opening branch offices and introducing new products. In 1980 she made the move from client to advertising agency working with many recognizable brands: McDonald’s, Pizza Hut, Kodak, Blue Cross & Blue Shield, as well as Xerox Corporation. Just as recognizable are the ad agencies; BBDO, Young & Rubicam and Arnold Communications. As a Xerox marketing executive, she has managed brand advertising and led integrated and strategic communications for Global Solutions, Xerox Business Services, and Field Sales Operations. Susanne is the recipient of numerous professional and civic achievement awards including three national Effies, a Telly, Xerox President’s Club, and the Rochester Advertising Council’s Leadership Legacy Award. She currently chairs the EBusiness Research Center Advisory Board at the Smeal College, State University of Pennsylvania and is a member of the Xerox Executive Marketing Council. Harry Perros Professor of Computer Science Alumni Distinguished Graduate Professor Program Coordinator of the Master of Science Degree in Computer Networks North Carolina State University Harry G. Perros is a Professor of Computer Science, an Alumni Distinguished Graduate Professor, and the Program Coordinator of the Master of Science degree in Computer Networks at NC State University. He received the B.Sc. degree in Mathematics in 1970 from Athens University, Greece, the M.Sc. degree in Operational Research with Computing from Leeds University, England, in 1971, and the Ph.D. degree in Operations Research from Trinity College Dublin, Ireland, in 1975. He has held visiting faculty positions at INRIA, Rocquencourt, France (1979), NORTEL, Research Triangle Park, North Carolina (198889 and 199596) and University of Paris 6, France (199596, 2000, and 2002). He has published extensively in the area of performance modelling of computer and communication systems, and he has organized several national and international conferences. He has also published three print books: Queueing Networks with Blocking: Exact and Approximate Solutions, Oxford Press 1994, An Introduction to ATM Networks, Wiley 2001, ConnectionOriented Networks, Wiley 2005, and an ebook Computer Simulation Techniques – The Definitive Introduction, 2002. He is a member of IFIP Working Groups 6.2 and 7.3, a member of the National Lambda Rail Network Research Council, and an IEEE Senior Member. He is also an associate Editor for the Performance Evaluation Journal. Sandeep Purao Associate Professor, Information Sciences and Technology School of Information Sciences and Technology The Pennsylvania State University Sandeep Purao is Associate Professor of Information Sciences and Technology at Penn State University. His research is focused on development and governance of information systems in organizations. His work has been published in several journals including Information Systems Research, Communications of the ACM, Journal of MIS, ACM Computing Surveys, Decision Support Systems, and IEEE Transactions on Systems, Man and Cybernetics. His current research projects include studies of risk management for service integration in organizations, and investigations of standardssetting processes for web services. He is a cochair of the IEEE Services Computing Conference (SCC 2005). Paul Racioppo Partner, Partner, Public Sector Strategy & Solutions IBM Corporation Paul is a Partner in IBM’s Business Consulting Services Division, responsible for the Education Industry Business Transformation Practice. He also oversees the State & Local Industry Revenue Management and DMV Services Practice. He is the IBM Services Executive for the NYS Department of Tax & Finance, The College Board, Penn State University, CUNY, Yale and the NYC Department of Education. He joined IBM after twenty years with Accenture (formerly Andersen Consulting), as a Partner in the Government and Communications Practice. He was a Partner in the AC Northeast Area Communications Industry group, with operational responsibility for the AT&T account. Paul received his Master of Business Administration in Management Information Systems (1978), and his Bachelor of Science in Business Administration and Psychology (1977), from the State University of New York at Albany. He is currently a member of the Board of Advisors for the University at Albany School of Business, and is a Board member of the Penn State e Business Research Center. Arun Rai Georgia State University, Harkins Chaired Professor Robinson College of Business, Center for Process Innovation and Department of Information Arun is a cofounder of the Center for Process Innovation, which is focused on the interdisciplinary investigation of process innovation problems through deep partnerships between academia and industry. Arun’s expertise is in digitallyenabled business networks and process innovation. He has published over 55 articles in leading scholarly and practitioner journals. In addition, he has authored several conference proceedings and book chapters, and a recent monograph on Unleashing ITenabled Value Nets. He has received several awards for his research contributions, including an IBM Faculty Award for contributions to eBusiness in 2001. Arvind Rangaswamy Jonas H. Anchel Professor of Marketing Research Director, eBusiness Research Center Professor Rangaswamy is a Fellow of the IC2 Institute, was an IBM Faculty Partner (2000 2001), and is the Chair of the eBusiness Section of The Institute for Operations Research and the Management Sciences (INFORMS). Dr. Rangaswamy has also consulted for several leading companies in the areas of sales force management, marketing research, and eBusiness. His recent consulting and speaking engagements have been at such companies as AT&T Wireless, BristolMyers Squibb, Cigna (Intracorp), DuPont, IBM Global Services Division, SAP Americas, Syngenta, and Unisys. Professor Rangaswamy joined Penn State in 1993. He has previously been a faculty member at the Wharton School, University of Pennsylvania and at the J.L. Kellogg Graduate School of Management, Northwestern University. He received his Ph.D. from Northwestern University, M.B.A. from Indian Institute of Management and B.Tech from Indian Institute of Technology A. Ravi Ravindran Professor Industrial and Mechanical Engineering The Pennsylvania State University Dr. Ravindran teaches courses in the area of Operations Research at the undergraduate level. At the graduate level, he teaches courses in multicriteria decision making, and supply chain engineering. He has received 11 teaching awards in Industrial Engineering (4 at the University of Oklahoma and 7 at Purdue). His research interests include supply chain modeling, portfolio optimization/finanancial engineering, goal programming, interactive methods for multiple criteria optimization, applications of mathematical programming to health planning, quality control, transportation networks, hazardous waste disposal, and system reliability. He has obtained funding from NSF, U.S. Air Force, U.S. Department of Transportation, and several private industries. He has been a consultant to AT&T, General Motors, General Electric and Bethlehem Steel. David J. Reibstein William S. Woodside Professor and Professor of Marketing University of Pennsylvania David J. Reibstein is the William S. Woodside Professor and Professor of Marketing at The Wharton School, University of Pennsylvania. His research interests are in Internet marketing, competitive marketing strategy, market segmentation, marketing models, and understanding brand choice behavior. Previously, he was Assistant Professor of Marketing at the Harvard Business School (1975) and a Visiting Professor of Marketing at INSEAD at Fontainebleau, France (1983) and at Stanford University (1987). At Wharton, he has received the Wharton School’s Excellence in Teaching Award every year he has taught since it was initiated in 1982. Dave received his Ph.D. in industrial administration at Purdue University. He was in the M.B.A. program at Tulane University, and obtained his B.A. in statistics and political science and B.S. in business administration at the University of Kansas. He received an honorary master’s degree from the University of Pennsylvania. Charles R. Rieger Program Director, University / Industry Partnerships IBM Global Services Mr. Rieger is the Program Director for University / Industry Partnerships within IBM Global Services. He is responsible for the integration of external viewpoints into IGS industries, and for the formulation, execution and integration of externally executed, business research. Prior to joining IBM, Mr. Rieger held a variety of staff and management positions with a nationwide retailer. His specific areas of focus included Computer Operations, Applications Development, Technical Support, and MIS Management. Mr. Rieger obtained his MBA from the Carlson School of Business, University of Minnesota. He holds his Bachelor's Degree in Business Management and Marketing, with minors in Economics and MIS, graduating Summa Cum Laude from Augsburg College, Minneapolis, Minnesota. Roland T. Rust David Bruce Smith Chair in Marketing, Chair of the Marketing Department, Executive Director of the Center for Excellence in Service Robert H. Smith School of Business University of Maryland Roland’s lifetime achievement honors include the American Marketing Association’s Gilbert A. Churchill Award for Lifetime Achievement in Marketing Research, the Outstanding Contributions to Research in Advertising award from the American Academy of Advertising, the AMA’s Career Contributions to the Services Discipline Award, Fellow of the American Statistical Association, the Distinguished Marketing Scholar Award from SMA, and the Henry Latané Distinguished Doctoral Alumnus Award from the University of North Carolina at Chapel Hill. He is the founder and Chair of the AMA’s annual Frontiers in Services Conference, and serves as founding Editor of the Journal of Service Research. He has consulted with many leading companies worldwide, including such companies as American Airlines, AT&T, Chase Manhattan Bank, Comcast, Dow Chemical, DuPont, FedEx, IBM, Nortel, Procter & Gamble, Sears, Unilever, and USAA. Edward J. Sammis Vice President, Service Transformation IBM Global Services – Business Consulting Services Mr. Sammis is Vice President, Integrated Service Management, responsible for global solution development and delivery supporting the commercialization of the business processes and infrastructure that provide the foundation for IBM’s unparalleled service reputation. In this role, Ed is responsible for assessing, selecting and implementing the solution components that comprise the service offering portfolio, and for integrating and managing the delivery of those components. Mr. Sammis brings unique experience to this role having led the sales pursuit of a successful service transformation deal with a large global consumer electronics company. This pursuit resulted in a $300M, 7 year contract that established IBM’s anchor client in this emerging market and launched the Integrated Service Management business within IBM. Mr. Sammis has management experience across many industries with expertise centered on business process analysis and the application of emerging technologies aimed at enhancing business productivity and delivering competitive advantage. David Sandel NetLabs, LLC No Photo Available David has over thirty years experience in the computer and telecommunications industry. He has worked extensively in all phases of network product and service development, network design and operations deployment. David currently is the Exec VP and CTO of NetLabs LLC (a provider of carrier class engineering consulting services to Universities, Government and the Enterprise.) and also recently served as a primary contributor to, and as the Executive Secretary of, the St. Louis Regional Exchange Study Committee. His previous employment was with Washington University, Bridge Information Systems and Cisco Systems. John F. Sargent Senior Policy Analyst Office of Technology Policy, Technology Administration U.S. Department of Commerce Mr. Sargent conducts policy analyses and provides counsel to the Under Secretary for Technology and Assistant Secretary for Technology Policy on issues affecting technology’s contribution to U.S. economic growth, competitiveness and job creation. His primary areas of research and analysis include the development and commercialization of emerging technologies, the U.S. science and engineering workforce, and the impact of workforce globalization on U.S. competitiveness and job creation. Previously, Mr. Sargent served as Vice President for Operations of Braddock Publications/Communications. He also served in the U.S. Army Reserve from 1984 to 1999, rising to the rank of Captain while serving in a variety of positions including: engineering company platoon leader, public affairs officer, command safety officer, st and commander of the 201 Public Affairs Detachment. Mr. Sargent holds a degree in systems engineering from the University of Virginia. Samir Shah Professor of Information Technology Penn State York Samir Shah has an extensive portfolio of over 13 years of progressive experience in the various dimensions of Information Technology. In particular, his simultaneous immersion in academia, public, and private sector has provided him with a broad spectrum of the possibilities of successful technological development, management and integration. Some of his areas of expertise include: Information Technology management, IT application development, systems analysis and design, IT project management, IT training in higher education and related research activities. Since 1999, Shah has been appointed as a faculty member in the Information Sciences & Technology at Penn State University (York & Schuylkill) for which he has consistently received high evaluations from students and administrators. Most recently, Shah received two prestigious Penn State awards the UniversityWide Information Sciences & Technology (IST) Faculty Award and a Commonwealth College's Penn Stater of the Quarter Award. Venkatesh Shankar Professor of Marketing and Coleman Chair in Marketing Department of Marketing Mays Business School Texas A&M University Venkatesh (Venky) Shankar is Professor of Marketing and Coleman Chair in Marketing at the Mays Business School, Texas A&M University. He was a visiting scholar at the Sloan School of Management, MIT. His areas of specialization include Digital Business, Competitive Strategy, International Marketing, Pricing, Retailing, New Product Development, and Biotechnology. Shankar has a Ph.D. in marketing from the Kellogg Graduate School of Management, Northwestern University and has corporate experience in the areas of marketing and international business development. He has worked in diverse countries. Jun Shu Associate Professor of Supply Chain and Information Systems Smeal College of Business The Pennsylvania State University Dr. Shu is an Assistant Professor in the department of Supply Chain and Information Systems. Priot to joining Penn State, Jun Shu has worked as a system engineer for MCI in its networking and telecommunication consulting division. He has also served as a consultant for various companies including startups and established companies such as Rockwell Semiconductor Systems and Cisco. Jun Shu is interested in the boundaryspanning research that combines the knowledge from engineering, economics and business. Nirvikar Singh Director of the Business Management Economics Program University of California, Santa Cruz Professor Singh was a founding codirector of the Santa Cruz Center for International Economics (SCCIE), which sponsors research and seminars on key policy issues in international economics. He teaches courses on business strategy, technology and innovation, and electronic commerce, as well as graduate microeconomic theory. He served as Chair of the Department of Economics from 1992 to 1995, and Director of Economics Graduate Programs from 1990 to 1992. He has consulted and served as an academic advisor for hightech startups in Silicon Valley and India. Professor Singh received his PhD from the University of California, Berkeley, and his BSc and MSc from the London School of Economics. He has authored two books and over 70 research papers on these and related topics in economics. Jim Spohrer Director, Almaden Services Research, IBM Almaden Research Center IBM Corporation From 20002003, at IBM, Jim was CTO of IBM's Venture Capital Relations Group, where he identified technology trends and worked to establish winwin relationships between IBM and VCbacked portfolio companies. Previously, Dr. Spohrer directed the IBM Almaden Research Center's (ARC) Computer Science Foundation Department, and before that was senior manager and costrategist for IBM's User Experience/Human Computer Interaction Research effort. From 19891998, at Apple, he was a DEST (Distinguished Engineer, Scientist, and Technologist) and program manager of learning technology projects in Apple's Advanced Technology Group (ATG). He lead the effort to create Apple's first online learning community and vision for mobile any time, any where elearning. From 19781982, he developed speech recognition algorithms and products at Verbex, an Exxon Enterprises company. Jim received a B.S. in Physics from MIT in 1978, and a Ph.D. in Computer Science from Yale University in 1988. Mark Stanton Senior Partner & Managing Director Singmark Consulting, LLC Mark A. Stanton is the senior partner and managing director of Singmark Consulting, LLC, a strategic marketing firm that he founded in 1996. In this capacity, he oversees the firm's operations, including business development and delivery of its services. Over the past decade, he has applied his functional expertise and knowledge of the technology sector to the development of innovative service offerings, marketing processes and business strategies that exploit emerging Internet and ecommerce opportunities. Mark possesses over 20 years of marketing management experience, having held positions in both the corporate and consulting environments, working with some of the world’s leading brands, including Xerox, SAP and Panasonic, as well as startup ebusiness ventures. Mark holds an MBA from the University of Rochester's William E. Simon Graduate School of Business Administration with a concentration in Electronic Commerce. He also received a Bachelor of Arts degree in English and Government from Georgetown University in Washington, D.C. He lives in Pittsford, N.Y. with his wife and three children. Jeffrey Strauss IndustryUniversity Center for Technology and Innovation Management Northwestern University Jeffrey Strauss is associate director, and director, industry programs at Northwestern University’s NSF IndustryUniversity Center for Technology and Innovation Management (CTIM) where he designs and manages industry outreach and academic activities and programs, develops materials, including dynamic online simulations, and creates and coteaches training programs and courses related to international business and technology management. Strauss has been at Northwestern for 21 years. Earlier (nonNorthwestern) positions included 10 years of broadbased experience in the US and abroad in consulting, marketing, training and management of multinational personnel. He has degrees in sociology, psychology and East Asian Studies and an MBA from Kellogg. Kishore Swaminathan Research Director Accenture Technology Labs Dr. Kishore Swaminathan is a Research Director at Accenture Technology Labs in Chicago where he directs research aimed at creating new classes of business applications enabled by emerging technologies. In the past, he has led Accenture’s research in knowledge management and collaboration. His research interests include Artificial Intelligence, user interface design, business simulation and optimization. Kishore is also the founder of Artsonia an online museum for children’s art that displays over half million pieces of artwork by children in over 100 countries. Kishore holds a bachelor’s degree in engineering from the Indian Institute of Technology, Madras and a Ph.D in Computer Science from the University of Massachusetts, Amherst. James B. Thomas Dean, The School of Information Sciences and Technology Professor of Information Sciences, Technology and Management The Pennsylvania State University Dr. James B. Thomas (Jim) is the first and only dean of an educational program that was specifically designed around a vision to build leaders for a digitalbased, global economy. He previously served as the senior associate dean of Penn State’s Smeal College of Business Administration. A specialist in strategic management, organizational decision making, and information technology, Thomas is the author or coauthor of well over 100 articles, book chapters, reviews and numerous presentations. He has been a consultant with numerous companies on the issues of strategic alignment and has made countless presentations on information sciences education before scholarly, industry, and government groups Thomas joined the Penn State faculty in 1987 after having been at the University of Texas at Austin and Florida State University. Previously he served as the director, responsible for information technology strategic planning in the Office of the Texas Secretary of State. Gene Tyworth Chair, Supply Chain and Information Systems Department Smeal College of Business The Pennsylvania State University Dr. Tyworth received his M.B.A. and Ph.D. degrees from the Lundquist College, University of Oregon, where he earned Beta Gamma Sigma honors. He also holds a B.A. in economics from the University of California, Santa Barbara. Since joining The Smeal College in 1976, he has taught graduate and undergraduate courses in logistics systems management, logistics analysis, and corporate transportation management. Dr. Tyworth is also active in executive management education. Dr. Tyworth's work experience includes traffic management and air cargo operations. He was an active duty officer in the Air Force from 196771, when he performed transportation/logistics th duties under the Strategic Air Command and the 14 Air Force (RVN). Michael Uram Adaptive Enterprise Program Director HewlettPackard No Photo Available Michael leads the Adaptive Enterprise program in the central US, working crossdivision within HP with corporate and enterprise clients and their HP account teams to collaboratively design clientspecific strategic IT improvement initiatives. Mr. Uram is codeveloper of the Adaptive Enterprise Maturity Model used to help clients develop customized Adaptive Enterprise roadmaps specific to their business. Prior to the Adaptive Enterprise role, Mr. Uram was HP’s lead Solution Architect for a major US airline. Before joining HP in 1992, Mr. Uram was a data center manager and systems administrator at McDonnell Douglas Research Labs in St. Louis, Mo. In addition to his datacenter duties, he specialized in porting and optimizing computational fluid dynamics simulations for the company’s supercomputing environment. Michael holds a M.S. in Computer Science from Southern Illinois University and a B.S. in Elementary Education. Anthony Warren Director Farrell Center for Corporate Innovation and Entreprenuership Smeal College of Business The Pennsylvania State University In 1987, Tony cofounded and raised the capital for a 10year Limited Partnership to create and develop early stage technologybased companies. Over one hundred companies were formed to commercialize proprietary technology during the 10year life of the partnership. In 1999, he co founded Strategic Technologies LLC, a boutique investment bank undertaking transactions for corporations with significant intellectual property assets. He is also a venture partner in Adams Capital Management, a nationwide VC firm headquartered in Pittsburgh with over $700MM under management. st Dr. Anthony Warren (Tony) received a B.Sc. (1 Cl. Hons.) and Ph.D. in Physics at the University of Birmingham, (UK) followed by post–doctoral research in low temperature superconductivity undertaken at the Universities of Toronto and Illinois. Richard Welke Department of Computer Information Systems College of Business Georgia State University No Photo Available Dave Wilson Professor Emeritus of Marketing Department of Marketing The Pennsylvania State University David T. Wilson is the Alvin H.Clemens Professor Emeritus of Entrepreneurial Studies at the Pennsylvania State University. He is Director Emeritus of the Institute for the Study of Business Markets one of the leading international academic research centers for businesstobusiness marketing. He has served as the Penn State Marketing Department Chairman and MBA Director. Service to the marketing profession has involved him serving on the Advisory Board to the VicePresident of the Education Division and as VicePresident of the Business Marketing Division of the American Marketing Association. Professor Wilson was the founding editor of the Journal of BusinesstoBusiness Marketing and served as editor until 1995 when he moved to Associate Editor. He has served on numerous editorial boards and was Section Editor of the Journal of Marketing from 1981 to 1984. Professor Wilson is an author or coauthor of over 200 books, articles and papers in business marketing. he currently serves as Interim Executive Director of Marketing for the Smeal School of Business. Lillian Wu Program Executive, Corporate University Relations IBM Corporation No Photo Available Susanne Perrone Vice President, Marketing Xerox North America & TeleWeb Xerox Corporation Susanne Perrone, Vice President, Xerox North America and TeleWeb Marketing currently leads the team responsible for driving demand through the TeleWeb Channel. Before joining Xerox in 1997, she gained her marketing experience as a client, an advertising agency executive, and business owner. Susanne’s specialty is in driving demand and increasing market share through integrated marketing communications, both BtoB and consumer. She began her career in bank advertising opening branch offices and introducing new products. In 1980 she made the move from client to advertising agency working with many recognizable brands: McDonald’s, Pizza Hut, Kodak, Blue Cross & Blue Shield, as well as Xerox Corporation. Just as recognizable are the ad agencies; BBDO, Young & Rubicam and Arnold Communications. As a Xerox marketing executive, she has managed brand advertising and led integrated and strategic communications for Global Solutions, Xerox Business Services, and Field Sales Operations. Susanne is the recipient of numerous professional and civic achievement awards including three national Effies, a Telly, Xerox President’s Club, and the Rochester Advertising Council’s Leadership Legacy Award. She currently chairs the EBusiness Research Center Advisory Board at the Smeal College, State University of Pennsylvania and is a member of the Xerox Executive Marketing Council. Harry Perros Professor of Computer Science Alumni Distinguished Graduate Professor Program Coordinator of the Master of Science Degree in Computer Networks North Carolina State University Harry G. Perros is a Professor of Computer Science, an Alumni Distinguished Graduate Professor, and the Program Coordinator of the Master of Science degree in Computer Networks at NC State University. He received the B.Sc. degree in Mathematics in 1970 from Athens University, Greece, the M.Sc. degree in Operational Research with Computing from Leeds University, England, in 1971, and the Ph.D. degree in Operations Research from Trinity College Dublin, Ireland, in 1975. He has held visiting faculty positions at INRIA, Rocquencourt, France (1979), NORTEL, Research Triangle Park, North Carolina (198889 and 199596) and University of Paris 6, France (199596, 2000, and 2002). He has published extensively in the area of performance modelling of computer and communication systems, and he has organized several national and international conferences. He has also published three print books: Queueing Networks with Blocking: Exact and Approximate Solutions, Oxford Press 1994, An Introduction to ATM Networks, Wiley 2001, ConnectionOriented Networks, Wiley 2005, and an ebook Computer Simulation Techniques – The Definitive Introduction, 2002. He is a member of IFIP Working Groups 6.2 and 7.3, a member of the National Lambda Rail Network Research Council, and an IEEE Senior Member. He is also an associate Editor for the Performance Evaluation Journal, and the Telecommunications Systems Journal. His current research interests are in the areas of optical networks, grids, and autonomic computing.