Bill Hefley

Dr. Bill Hefley, CDP, COP is a director at ITSqc, LLC, the spin-off from Carnegie Mellon University created to promote best practice models for the global IT-enabled services industry.

ITSqc, LLC, aims to extend the impact of the eSourcing Capability Models (eSCM-SP for service providers and eSCM-CL for client organizations). The eSourcing Capability Models were originally developed at Carnegie Mellon University with participation from leading provider, client, and advisory organizations. ITSqc, LLC, provides support for these Models by training professionals about the Models and the eSCM-based methods for determining organizational capabilities, providing related professional education programs, and by performing eSCM-based certification of client and service provider organizations.

Bill is also a clinical associate professor at the Joseph M. Katz Graduate School of Business and the College of Business Administration at the University of Pittsburgh. He is also the managing principal consultant with Pinnacle Global Management, LLC, a global consulting firm specializing in human capital management. He was previously on the faculty at Carnegie Mellon University, where he was previously Associate Director of the Information Technology Services Qualification Center (ITSqc), where he led the effort to develop the eSourcing Capability Model for Client Organizations (eSCM-CL), and Program Director of the MSIT Information Technology Service Management (MSIT-ITSM) program. Dr. Hefley was a Senior Member of the Technical Staff at the Software Engineering Institute (SEI) from 1987-1996 where he led the team that developed the People Capability Maturity Model(People CMM).

He is currently working in the areas of IT-enabled sourcing from the perspectives of both the service providers and clients, with an emphasis on operational excellence, human capital management, service innovation and corporate social responsibility. Bill teaches IT strategy, service science, service innovation, and sourcing management courses, and is a frequent lecturer on service innovation and global software delivery.

Dr. Hefley received his Ph.D. in organization science and information technology from Carnegie Mellon University. He also received an M.S. in engineering and public policy from Carnegie Mellon University and an M.S.S.M from the University of Southern California. He also received a B.S. in computer science and political science, and a B.A. (with distinction) in psychology. He is currently on the editorial boards of several journals and is series editor for ITSqc series at Van Haren and the Springer book series on Service Science: Research and Innovations in the Service Economy.