Bill Hefley

Clinical Associate Professor

Katz Graduate School of Business &
College of Business Administration
University of Pittsburgh
272B Mervis Hall
Pittsburgh, PA 15260

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Office: 272B Mervis Hall
Phone: +1-412-383-9011
Fax: +1-412-648-1693
wehefley@katz.pitt.edu

BIOGRAPHY

Currently...

Bill Hefley is a clinical associate professor of business administration in the Joseph M. Katz Graduate School of Business and College of Business Administration (CBA) at the University of Pittsburgh. A member of the Decision, Operations and Information Technology faculty at Pitt Business, he is also associated with the David Berg Center for Ethics and Leadership and the International Business Center, one of the first five national resource Centers for International Business Education and Research (CIBER), funded by the Department of Education, and is an affiliated faculty member of the Asian Studies Center, the Center for Latin American Studies, and the Global Studies Center.

At Pitt Business, Bill teaches in the MBA and MS MIS programs, including the graduate Global Supply Chain Management Certificate; as well as in the undergraduate programs in CBA, including the Certificate in Supply Chain Management and International Internships. Currently serving as faculty coordinator for Katz' Project Management Certificate; during AY 2010-2012, served as the faculty coordinator for supply chain/value chain initiatives at Pitt Business. He is a frequent lecturer on service science education, service innovation, and global services and software delivery.

There for You: Friends in Business

There for You: Teaching
MBA / MS MIS

BACC 2411 - Information Systems
BMIS 2409 - Information Systems
BMIS 2411 - Information Systems
BMIS 2051 - Project Management
BMIS 2551 - Project Management
BQOM 2534 - Strategic Procurement and Sourcing Management
BQOM 2700 - Supply/Value Chain Management Project
BSEO 2033 - Managing the Natural Environment

Undergraduate

BUS 1040 - Doing Business in Brazil (CBA International Internship Program)
BUS 1040 - Doing Business in Brazil
BUSMIS 1615 - MIS Internship
BUSMIS 1630 - Project Management
BUSQOM 1740 - Procurement and Sourcing Management
BUSQOM 1720 - Operations Management Internship
BUSQOM 1765 - Projects in Global Supply Chains

Previously...

Dr. Hefley was a faculty member in the Institute for Software Research (ISR) and the undergraduate Information Systems Program at Carnegie Mellon University. In addition to serving as associate teaching professor in its Institute for Software Research at CMU, Hefley was the founding Program Director of the acclaimed Master of Science in Information Technology, IT Service Management Program (MSIT-ITSM) program at Carnegie Mellon; a member of the core faculty of the PhD program in computation, organizations, and society; an affiliated faculty member for the MBA Track in Technology Leadership, Master of Information Systems Management, and the Master of Human-Computer Interaction programs; and a founding member of the Human-Computer Interaction Institute.

From 2002 to 2009, he was also associated with the Information Technology Services Qualification Center (ITSqc) at Carnegie Mellon University. The ITSqc mission was to address the emerging need for capability models and qualification methods for organizations involved in the evolving Internet economy. During 2002 to 2008, he served as Associate Director of the ITSqc. Within the ITSqc research center, Bill was involved in the areas of IT-enabled sourcing from the perspectives of both the service providers (the eSCM-SP) and clients, where he led the effort to develop the eSourcing Capability Model for Client Organizations (eSCM-CL). He is also an instructor for the eSCM-SP and eSCM-CL courses, as well as the eSCM Capability Determination Methods course. He is a Founding Director of ITSqc, LLC, the Carnegie Mellon spin-off to sustain and support the use of the eSourcing Capability Models in the global services industry.

Dr. Hefley was a Senior Member of the Technical Staff from 1987-1996 and a Visiting Scientist and Resident Affiliate from 1996 to 2002 at the Software Engineering Institute (SEI), where he led the team that developed the People Capability Maturity Model^® (P-CMM^®) and its original assessment method, is co-author of the first and second editions of the People CMM book, and was a member of the CMMI product development team.

Education

Hefley earned his PhD in organization science and information technology from Carnegie Mellon University (CMU) in 1998. He holds master's degrees in engineering and public policy from CMU and in systems management from the University of Southern California, and a graduate certificate in information systems, also from the University of Southern California. His baccalaureate degrees are in Computer Science, Political Science and Psychology.

Professional Activities

Dr. Hefley is a senior member of the ACM and the IEEE. He is a member of the AIS, APA, HFES, INFORMS, Institute for Supply Management (ISM), itSMF USA, and Sigma Xi. He is also a professional member of the International Association of Outsourcing Professionals (IAOP) and a member of the Global Sourcing Council.

Dr. Hefley holds several professional certifications, having earned CDP - Certificate in Data Processing, CCP - Certified Computer Programmer, Business Specialization, and COP - Certified Outsourcing Professional designations.

He is currently on the editorial boards of several journals and is Series Editor for the ITSqc book series at Van Haren and the Springer book series on Service Science: Research and Innovations in the Service Economy. Along with Wendy Murphy of IBM Research, Bill co-edited Service Science, Management and Engineering: Education for the 21st Century.

Bill has also served as a member of the US Technical Advisory Group (TAG) to the ISO Working Group (WG) on Social Responsibility, which developed the ISO 26000 guidance standard on social responsibility.

Research and Teaching Interests

Current research activities focus on:

Impact of standards (eSCM) on sourcing relationships, clients and service providers
Corporate social responsibility in sourcing
Multi-cultural service engineering

Understanding service encounters
Supporting service design

Global value chains & value based service management (VBSM^TM)

Green IT
IT service management

Service value networks, value configurations and dynamic capability

Service value networks research agenda
Marcellus Shale value chains

Leadership and Human Capital Development

Leadership Development
Short-term Study Abroad in International Business
Impacts of People CMM

Healthcare

Disparities in Mental Health Care

Bill's research interests have spanned topics in global service delivery and software development; service value networks; corporate social responsibility / ethics; understanding IT's contribution to and alignment with the business and its value; software engineering and the IT/software engineering workforce; human capital management, especially relating to globalization and sourcing and the adoption of the People CMM; service science; service innovation; leadership in a global business context; understanding human use and social impacts of computing technologies; ICT for development (ICT4D); privacy and security aspects of information technology; process and capability modeling; organizational capability assessment; human-computer interaction, especially focused on adaptive user interfaces and personalization/privacy; as well as advancing IT education.

Software/services management interests encompass aspects of service science, engineering and management (SSME), IT governance, IT service management, empirical methods exploring the state of the practice in services, and the impact of the eSCM-SP and eSCM-CL on organizational capabilities, while my interests in software process improvement include focusing on the organizational aspects of managing and developing the human resources in the organizations, and on integrating HCI concerns with improved processes, methods, and environments for the design and analysis of interactive systems.

His work for several years has been focused on globalization of services, which has significant connections in sustainable development of the global workforce and corporate social responsibility. Current research efforts are focused on corporate social responsibility in sourcing; understanding service systems from the people perspective (workforce, customer, and cultural aspects); understanding the issues, needs, and best practices for organizations involved in global sourcing; adoption of the eSCM models and resultant improvements to operational effectiveness and other outcomes, and sustainment of critical capabilities in software engineering organizations.

His dissertation addressed interpersonal dynamics within software teams. Prior efforts examined organizational uptake of disciplined processes for human-computer interaction, and exploring individual willingness to use technology-based agents. Prior efforts have also addressed knowledge management issues from a technical and social perspective: hypermedia for the delivery of software engineering information, online aiding for computer users, and a designer's assistant for developers of online help systems. Previous work with IBM Research examined ways to harmonize workstreams in change management integrating multiple process standards.

Teaching interests include information systems, service science, software engineering, globalization and sourcing, corporate social responsibility / ethics, leadership in a global business context, IT service management, project management, and human-computer interaction, as well as courses that involve a significant policy perspective, such as Social Issues in Computing.