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Bio - Bill Hefley

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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 professor at the Naveen Jindal School of Management at the University of Texas at Dallas. He was previously on the faculty at the University of Pittsburgh and Carnegie Mellon University, where he was Associate Director of the Information Technology Services Qualification Center (ITSqc), led the effort to develop the eSourcing Capability Model for Client Organizations (eSCM-CL), and was founding 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 has taught IT strategy and management, service science, service innovation, global sourcing management and social responsibility 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.

ITSqc Team Members

Bill Hefley
Mark Paulk
Jeff Perdue