SRII Management Team SRII President: Kris Singh, IBM Services Research Kris Singh is the Director of Strategic Programs for Service Research at IBM Almaden Research Center in San Jose, CA. Kris has over 25 years of experience in the high technology industry as well as in academia. Before IBM Research, he has worked with Intel, AMD and National Semiconductor in various technology development roles such as Director of Server Architecture & Planning and Data Center Technology at Intel, Director in the CTO Office at AMD and senior technical management roles at National Semiconductor. Kris is an Industry Fellow in the College of Engineering at UC Berkeley, CA and has also been an adjunct professor in the Electrical Engineering & Computer Science department at Santa Clara University, CA. He is a member of the Advisory Board at major universities globally. Kris has been an invited speaker at various technology conferences around the world. SRII V.P.: Jamie Erbes, Head of Services Research, HP Labs Jamie Erbes has more than 20 years of leadership, innovation and influence in networks, data centers and workflow automation. As director of Services Research in HP Labs, she is responsible for research and development of operating models, process automation and service analysis algorithms to help HP and its customers make the most of a future where we see Everything as a Service. Previously, Erbes was chief technology officer for the Software and Solutions business at HP, supporting the company-wide software strategy for IT management software, business technology optimization, as well as communications and media solutions. Erbes came to HP following the acquisition of EDS and helped integrate the companies and deliver a shared solution set to market. She has been recognized as an industry fellow for how her evocative ideas and insight on technology have helped guide the future direction of HP. She also was responsible for launching a new service dedicated to global automation and IT infrastructure library (ITIL) support, key components of the HP Enterprise Service Management portfolio for cloud computing. Erbes is a noted industry expert on automation software, cloud computing, business optimization and IT outsourcing. Her insight has appeared in publications such as Forbes, ZDNet, eweek and The Australian. Prior to joining EDS, she held numerous leadership roles at LoudCloud Inc., where she led the first releases of Opsware and other web-hosting automation solutions. Erbes holds a computer science degree from the East Central University in Oklahoma. xvi
SRII V.P.: Rich Friedrich, Innovation & Strategy, HP Labs Rich Friedrich is the Director of the Strategy and Innovation Office in HP Labs and reports directly to the Senior Vice President of Research. Leading a global team, he is responsible for the strategy and portfolio management of HP's central research organization, applying Open Innovation to amplify and accelerate research results, and technology transfer to effectively monetize these technologies. Rich is an active participant in government-industry-university partnerships through such groups as the US National Academies Government-University-Industry Research Roundtable. He is on the board of advisors for four major universities including the University of Illinois and the University of California, San Diego, and is a co-inventor on fifteen patents. SRII Strategic Programs V.P.: Lori Brownell, Microsoft Lori Brownell is the General Manager of Product Quality and Online Support (PQO) within Customer Services and Support. Lori Brownell is responsible for bringing the Voice of the Customer to the product development teams across Microsoft to ensure that our products meet the expectations of our customers and that their on-going issues and needs are driven to resolution. Lori has also led the Windows International Global Product Development organization at Microsoft and has served as Windows NT Network test lead. Before Microsoft, Lori was a system analyst in the Computer Services organization of The Boeing Corp. Brownell holds a bachelor's degree in mathematics and computer science from the University of Washington in Seattle. SRII University Programs V.P.: Paul Hoffman, SAP Labs Paul Hofmann is the Vice President, Office of the Chief Scientist, SAP Labs at Palo Alto. Before joining SAP Research Paul worked for the SAP Corporate Venturing Group. Paul joined SAP 2001 as the Director of the Global Strategic Supply Chain Management Initiative EMEA. His pre-sales team designed and rolled out the SCM Value Based Selling Approach for EMEA and supported many crucial Supply Chain sales for SAP in EMEA. Paul was Researcher and Assistant Professor at top German and US Universities, like Northwestern University and Technical University in Munich, Germany. Paul studied Chemistry and Physics at the University of Vienna, Austria. He received a Bachelor in biotechnology and a master's degree in Chemistry from the University of Vienna. Paul received his Ph.D.in Physics from the Darmstadt University of Technology, Germany. He is the author of numerous publications and books. xvii
SRII Customer Programs V.P.: Jim Patrice, Oracle Corporation Jim Patrice is responsible for Oracle s world-wide customer support services operation. A thought leader in service delivery excellence, Jim leads a world-class service delivery organization of over 7,000 support professionals. Organizations under Jim s leadership include the Global Support Centers, Systems Technical Support Center, Customer Advocacy, Supportability Engineering, Center of Excellence, and Support Business Operations. A veteran in the services industry, Jim has over 30 years of experience in building and designing successful service organizations. Jim brings thought leadership and operational excellence to service delivery and support. He has managed professional services, educational services, and customer support operations for leading high-tech companies. Jim was most recently the Vice President of Customer Support for Oracle Applications. Prior to Oracle Jim was Vice President of Support and Sustaining Development for CRM at PeopleSoft. Prior to PeopleSoft, Jim was the Senior Vice President of Services at Aspect Communications. Jim has also held executive management positions at Silicon Graphics, Electro-Scientific Industries, and Digital Equipment Corporation. SRII TELCO SIG: Rickard Lundmark, Ericsson Corporation Rickard Lundmark is the Head of Services Research at Ericsson where he has worked for more than 14 years in various areas of Services---Services product/portfolio management, Operations management and Service Strategy & Business development. His research focus areas are--business models, services concepts, services delivery & tools and services engineering & development. Rickard holds a Masters degree in Industrial Engineering and Management from Luleå Technology University, Sweden. xviii
SRII Secretary: Ralph Badinelli, Virginia Tech Ralph Badinelli is a professor in the Department of Business Information Technology of the Pamplin College of Business of Virginia Tech. He received Ph.D. and M.S. degrees in Management from the Krannert Graduate School of Business of Purdue University, an M.S. degree in Physics from Purdue University, and a B.S. degree in Mathematics and Physics from Hofstra University. His teaching responsibilities are in the areas of operations management and quantitative methods for business at the undergraduate, MBA and doctoral levels. He has taught many executive-development seminars on the subjects of project management, quality improvement, production and inventory control, and business strategy. Ralph has published refereed articles across a wide range of topics including service science, inventory control policies, revenue management, probability estimation and decision analysis. Ralph is a member of the Institute for Operations Research and Management Science (INFORMS), Project Management Institute (PMI) and a certified member of the Association for Operations Management (APICS), the 2010 Chairperson of the INFORMS Service Science Section and Secretary of the Service Research & Innovation Institute (SRII). SRII Treasurer: Kevin Ellis, PBR Kevin Ellis is the founder of a start-up company in the area of Cloud Computing and also is the Senior VP for PBR, an international professional sports and media organization. Prior to these positions Kevin was the Director of Service Science and Innovation at Sun Microsystems. In this role he was responsible for the strategy and portfolio management of Sun's technical service portfolio as well as working with universities to define and discover Service Science focused opportunities. Kevin has over 25 years of experience in the IT industry and has worked in DoD, Telecommunications, Professional Services, and operations. He has held positions at MCI, Comsys and GTE Government Systems. Kevin earned his Master of Business Administration from the University of Colorado, and holds a Masters in Computer Information Systems and a Bachelor of Science in Computer Science from the University of Denver. xviii xix
SRII Strategic Advisor: Klaus- Peter Fahnrich, University of Leipzig Prof. Dr.-Ing. habil. Dipl.-Math. Klaus-Peter Fähnrich holds the chair of Business Information Systems at the Computer Science Institute at the University of Leipzig. He is head of the Institute for Applied Informatics (InfAI) at the University of Leipzig and the Center for Information-, Knowledge- and Service Management (ZIWD). Prof. Fähnrich also acts as a principle consultant in the area of R&D and Innovation Management. His current areas of interest include Service Science, Business Information Systems, Internet Technologies and Software Engineering. xix xx