Publications: Board Conferences

eBRC Workshop on Service Innovations and New Service Business Models

Nittany Lion Inn, University Park, PA
June 21-22, 2005

June 21 Session

• Agenda and Introductions
• Nirmal Pal, The Penn State University
• Arvind Rangaswamy, The Penn State University
• Welcome
• Judy Olian, The Penn State University
• Keynote
• Jim Spohrer, IBM Almaden Research Center (.pdf 1,653Kb)*Acrobat
• Uday Karmarker, University of California at Los Angeles (.pdf 686Kb)*Acrobat
• Panel #1 Customer Value—Co-Creation + Quality
• Arvind Rangaswamy, The Penn State University (Moderator) (.pdf 1,019Kb)*Acrobat
• V. Kumar, University of Connecticut (.pdf 1,510Kb)*Acrobat
• Dave Reibstein, University of Pennsylvania (.pdf 1,502Kb)*Acrobat
• Kishore Swaminathan, Accenture (.pdf 455Kb)*Acrobat
• Panel #2 Demand—Relationship + Preference
• Peggy Kennelly, IBM Research (Moderator)
• Mary Jo Bitner, Arizona State University (.pdf 726Kb)*Acrobat
• Bob Lusch, University of Arizona (.pdf 90Kb) *Acrobat
• Venkatesh Shankar, University of Texas A&M (.pdf 208Kb)*Acrobat

June 22 Session

• Morning Keynote
• Krishna Nathan, IBM Research
• Roland Rust, University of Maryland (.pdf 544Kb)*Acrobat
• Panel #3 Process—Augument + Automate
• Michael Uram, Hewlett Packard (Moderator) (.pdf 10,898Kb)*Acrobat
• Arun Rai, Georgia State University (.pdf 1,230Kb)*Acrobat
• David Sandel, NetLabs LLC (.pdf 1,847Kb)*Acrobat
• Panel #4 Organization—People + Culture + Metrics
• John Sargent, US Department of Commerce (Moderator) (.pdf 1,006Kb)*Acrobat
• Paul Maglio, IBM Almaden Research Center (.pdf 1,191Kb)*Acrobat
• Nirvikar Singh, University of California, Santa Cruz (.pdf 202Kb)*Acrobat
• Jeffrey Strauss, Northwestern University (.pdf 2,916Kb)*Acrobat
• Afternoon Keynote
• Anatole Gershman, Accenture *Acrobat
• Robert Bauer, Xerox (.pdf 2,313Kb)*Acrobat
• Closing Keynote
• Jim Thomas, The Penn State University (.pdf 2,867Kb)*Acrobat

Attendee Biographies (.pdf 2,867Kb)*Acrobat

eBRC White Paper on Service Innovation: A Framework for Success (.pdf 316Kb)*Acrobat

eBRC Advisory Board Meeting
May 5-6, 2005

• Welcome and Introductions
• Susanne Perrone and Nirmal Pal (.pdf 66Kb)*Acrobat
• Creating or Eroding Business Value: IT Optmization and the changing role of the CIO
• Tim O'Malley, IBM (.pdf 810Kb)*Acrobat
• Technology-Enabled Distributed Work: Estimating and Understanding its Consequences
• Dave Harrison, Penn State (.pdf 4,906Kb)*Acrobat
• Atherton: Web Services Research at IST/PSU
• Dongwon Lee, Penn State (.pdf 823Kb)*Acrobat
• Smarter Document Management
• Susanne Perrone, Xerox (.pdf 788Kb)*Acrobat
• Inducing Customer Effort and Satisfaction in Value Co-Creation: The Effect of Expectations, Uncertainty, and Competition
• Bill Ross and Ujwal Kayande, Penn State (.pdf 75Kb)*Acrobat
• S-Vector Project
• Russell Barton, Penn State (.pdf 194Kb)*Acrobat
• Markets as An Information Aggregation Mechanism for Decision Support
• Yiling Chen, Penn State (.pdf 512Kb)*Acrobat
• Smeal College of Business Update
• Judy Olian, Dean of the Smeal College of Business, Penn State
• Vision 2010: An EIU/SAP Study
• Dan Pantaleo, SAP AG Global Communication (.pdf 158Kb)*Acrobat
• Research Programs Update
• Arvind Rangaswamy, Penn State (.pdf 754Kb)*Acrobat
• Next Generation CiteSeer: the Web Service
• Lee Giles, Penn State
• eBRC Update
• Nirmal Pal, Penn State (.pdf 108Kb)*Acrobat
• Value survey
• Susanne Perrone, Xerox (.pdf 364Kb)*Acrobat

Next Practices for the Adaptive Organization: Building on Today's Best Practices Workshop
May 19 - 20, 2004
Xerox Knowledge Sharing Centre, 245 Park Avenue (at 46th St.)
New York City, New York

If you have any questions or need additional information, please do not hesitate to contact us.

• Welcome and Introduction
• IT Leadership and the Adaptive Organization
  • MaryFran Johnson, Editor-in-chief, Computerworld (.pdf 757Kb)*Acrobat
• The Adaptive Organization
  • David Cearley, VP, Research Services, META Group (.pdf 4496Kb)*Acrobat
• Panel #1 - Panel Discussions on Business Process for the Adaptive Organization
  • Case Study: Business Process Excellence - From Vision to Reality - Dr. Mathias Kirchmer, CEO, IDS Scheer (.pdf 7008Kb)*Acrobat*
  • Professor Fariborz Ghadar, Director, Center for Global Business Studies, The Penn State University (.pdf 73Kb)*Acrobat
  • Dr. Ajit Kambil, Global Director, Deloitte Research, Deloitte and Touche (Presentation is currently unavailable)
  • Michael Uram, Program Director, Adaptive Enterprise, Hewlett Packard (.pdf 1610Kb)*Acrobat
• Panel #2 - Panel Discussions on Custom Services in the Adaptive Organization
  • Case Study: Park University - Dorla D.Watkins, VP, Finance and Administration, Park University and Ross Raifsnider, Region Manger, Xerox Global Services (.pdf 1467Kb)*Acrobat
  • Professor Arvind Rangaswamy, Research Director, eBRC Penn State University (.pdf 179Kb)*Acrobat
  • Steve Olyha, VP, Global CRM Practice, Unisys (Presentation is currently unavailable)
  • Professor V. Kumar, Ph.D., Executive Director, ING Center for Financial Services, University of Connecticut (.pdf 440Kb)*Acrobat
• Panel #3 - Panel Discussions on Strategy and Technology for the Adaptive Organization
  • Case Study: Gryphon Networks - Rick Frye, VP, Business Development, Gryphon Networks (.pdf 994Kb)*Acrobat
  • Professor N. Venkatraman, School of Management, Boston University (.pdf 59Kb)*Acrobat
  • Dr. Ravi Kalakota, CEO, eBusiness Strategies (.pdf 943Kb)*Acrobat
• Next Practices for the Adaptive Organization (The Missing Middle)
  • Thomas Davenport, Director of Research, School of Executive Education, Babson College (.pdf 284Kb) *Acrobat
• Strategic Technology for the Adaptive Enterprise
• Dr. Robert Bauer, Chief Technology Officer, Xerox Services (.pdf 1821Kb) *Acrobat

Conference White Paper(pdf 1,255Kb)*Acrobat

A workshop on Innovations in Customer Loyalty, Retention and Advocacy: Powered by Technology
May 14 - 15, 2003
Cigna Classroom 4G, located at Two Liberty Place, 4th Floor
Philadelphia, PA

If you have any questions or need additional information, please do not hesitate to contact us.

• Welcome and Introduction (.pdf 305Kb)*Acrobat
  • Nirmal Pal, Executive Director, eBRC, The Penn State University
  • Fariborz Ghadar, Policies and Planning and Director, Center for Global Business Studies, The Penn State University
• Topic Introduction (.pdf 406Kb)*Acrobat
  • Arvind Rangswamy, The Penn State University
• Industry Presentation (.pdf 1697Kb)*Acrobat
  • Helene Mathern, VP, Unisys
• Panel #1 - Panel Discussions on Business Imperatives
  • Chair - Fariborz Ghadar, Policies and Planning and Director, Center for Global Business Studies, The Penn State University (.pdf 494Kb)*Acrobat
  • Kirk Rothrock, President, Intracorp, Cigna (.pdf 1718Kb)*Acrobat
  • Ron Large, Director, e-Business Development, AT&T Wireless
  • Werner Reinartz, Insead, Paris (.pdf 417Kb)*Acrobat
  • John Berrigan, Chairman, National Analysts (.pdf 743Kb)*Acrobat
• Panel #2 - Panel Discussions on Process and Services Innovations
  • Chair - Steve Olyha, VP & Managing Partner, CRM Practice, Unisys
  • Peter Fader, Wharton, UPenn (.pdf 81Kb) (.pdf 000Kb)*Acrobat
  • Mary Donato, VP, Dun & Bradstreet (.pdf 381Kb)*Acrobat
  • Ruth Bolton, Vanderbilt U (.pdf 339Kb)*Acrobat
  • Bill MacElroy, President, Socratic Technologies (.pdf 447Kb)*Acrobat
• Panel #3 - Discussions on Enabling Technology Imperatives
  • Chair - Arvind Rangaswamy, PSU (.pdf 1532Kb)*Acrobat
  • Davor Grgic, VP - IT and Global Procurement, Kohler Company
  • Peter O'Brian, Manager of CRM, Xerox
  • Philip Sonntag, Product Manager, SAP
  • Patrick Howard, VP,IBM Global Services

Realizing Measurable Business Benefits from e-Business Investments Academic Workshop
May 9-10, 2002
The Theater, IBM Corp., 590 Madison Avenue
New York, NY

The topic of this year's Academic Workshop is Realizing Measurable Business Benefits from Online Investments. Some of the critical issues that will be addressed include business impact of realizing tangible benefits from web investments. The Academic Workshop will begin with lunch on Thursday, May 9, 2001, and continue through mid-afternoon on Friday, May 10, at the IBM office at 590 Madison Avenue. Our thanks to Bobbie Landers and IBM for letting us use their facility.

Although a Web site is an essential feature of any business of the day, whether a dot-com or a traditional brick and mortar industry, measuring returns from Web site investments may allow us to understand the impact of the Web site better. While a Web site acts as an effective marketing channel it also has effects on other aspects of a business. These include areas like Learning & Growth, sustainability, financial and process. To capture the totality of the Web site impact we need to measure its effect on each of these dimensions. This understanding can result in designing tools that help track Web site impact on a continual basis. In this workshop, we will bring together experts from academia, industry, and government to carefully explore various issues in measuring returns from online investments.

The workshop will be conducted in the form of an interdisciplinary think tank, in which inputs from all participants are critical to its success. All workshop participants will be asked to relate the overall topic of business impact and the specific subtopics to their own areas of research and experience to enhance the effectiveness of the discussion of the workshop. A few workshop participants from both academia and industry will be asked to prepare a brief presentation in their area of expertise within one of the business impact subtopics to trigger people's thinking and focus the discussion. All workshop participants will receive a notebook at the beginning containing all presentations. The proceedings will be recorded to facilitate the production of a white paper representing the discussions and outcomes of the workshop.

If you have any questions or need additional information, please do not hesitate to contact us.

Download all the files from the workshop: (Zip Format: 20002Kb)

• Welcome and Introductions (.pdf 617Kb)*Acrobat
  • Nirmal Pal, Executive Director, eBRC Penn State University
• Topic Introduction(.pdf 338Kb)*Acrobat
  • Arvind Rangaswamy, Director of Research, eBRC Penn State University
• Business Benefits - Financial
  • Digital Investment Measurement: an IBV Viewpoint (.pdf 610Kb)*Acrobat
    • David Partridge, Director of Intellectual Capital Development, IBM e-Business Innovation Institute
  • Dr. Fariborz Ghadar, Director, Center for Global Business Studies, Smeal College of Business, The Penn State University (No Presentation Available
• Business Benefits - Customer
  • "Getting Closer To The Customer" Realizing Measurable Benefits From Online Investments (.pdf 1785Kb)*Acrobat
    • Edward Cholmeley-Jones, Business Case Development Manager, SAP America. Inc
    • Anne Marie Nowlan, SAP Canada
  • Customer-Based eBiz Benefits and Metrics (.pdf 925Kb)*Acrobat
    • Arvind Rangaswamy, Director of Research, eBRC
    • Venky Shankar, Associate Professor of Marketing, R. H. Smith School of Business, Univ. of Maryland
• Business Benefits - Learning & Growth
  • Measuring Business Benefits: A Closer Look at e-Learning (.pdf 505Kb)*Acrobat
    • Margaret Driscoll, IBM Mindspan Solutions
  • AT&T Wireless Services: E-Business Growth and Learning (.pdf 1395Kb)*Acrobat
    • Ken Catucci, eBusiness Strategy and Marketing, AT&T Wireless Services
• Business Benefits - Process
  • UNISYS: Global Network Services (.pdf 1487Kb)*Acrobat
    • Michael Hutchinson, VP / General Manager, Managed Network Services
  • e-Business Inside IBM (.pdf 1711Kb)*Acrobat
    • Paul Racioppo, Managing Principal, IBM
• Business Benefits - Sustainability
  • Tony Summerlin, VP, World-Wide eBusiness Marketing and Strategy, UNISYS Corporation (No Presentation Available)
  • Sustainability of Online Investments (.pdf 246Kb)*Acrobat
    • Jim Ciriello, Director / Executive In Residence, Institute For Leading In A Dynamic Economy, Boston University School of Management
  • Dr. Ravi Kalakota, CEO, eBusiness Strategies (No Presentation Available)
• List of Attendees & Speakers (.pdf 47Kb)*Acrobat

eBRC Advisory Board Meeting Presentations April 24-25, 2002

• 2002 eBRC Board Meeting(.pdf 346Kb)*Acrobat
  • Nirmal Pal, Executive Director, eBRC
  • Bobbie Landers, Director, IGS, IBM
  • Helene Mathern, Vice President Marketing Process Management, Unisys
• Emerging e-Business Issues(.pdf 175Kb)*Acrobat
  • Michael L. Rizzo, Senior Director, Global IT, Tyco Fire & Security Services
• Marketing ROI(.pdf 680Kb)*Acrobat
  • Arvind Rangaswamy, Director of Research, eBRC
• eBizSearch Update
  • Lee Giles, Research Associate, eBRC
• Emerging e-Business Issues(.pdf 699Kb) *Acrobat
  • Kirk Rothrock, President, Intracorp, CIGNA Corporation

eBRC Advisory Board Meeting Presentations October 25-26, 2001

• 2001 eBRC Board Meeting(.pdf 692Kb) *Acrobat
  • Nirmal Pal, Executive Director, eBRC
  • Bobbie Landers, Director, IGS, IBM
• Hybrid Marketing Channels(.pdf 651Kb)*Acrobat
  • Mary Donato, VP, Global Teleweb, Xerox
• Next Wave Technologies(.pdf 961Kb)*Acrobat
  • Thomas Summerlin, VP, Marketing & Strategy, Unisys
• Emerging e-Business Issues(.pdf 1432Kb)*Acrobat
  • Dan Pantaleo, VP, SAP Amercia
• The Changing Face of e-Business in Privacy(.pdf 260Kb)*Acrobat
  • Terry Madonia, VP, Data, Enterprise and e-Business Marketing, AT&T Wireless
• MSI and Other Key eBRC Research Projects
  • Arvind Rangaswamy, Director of Research, eBRC
• Measuring the Impact of Knowledge Management(.pdf 210Kb)*Acrobat
  • Shankar Sundareshan, Penn State University
• eBiz Search(.pdf 260Kb)*Acrobat
  • Lee Giles, Research Associate, eBRC