The majority of the global economy is now service, rather than manufacturing or trading of tangible goods. Even the development of goods and systems increasingly takes on the character of service. This is a reality for all of the major players in the world, and it even offers a unique opportunity for emerging markets and industries. Eileen Forrester, manager of the CMMI for Services (CMMI-SVC) Project at the SEI, will talk about not only the current state of CMMI-SVC, but the larger strategic choices open to those who consider how superior service can revolutionize both work and business results. Innovative approaches already working in the United States, Latin America, Asia, and Europe can be tailored to your needs and make you a service leader in your markets.
Eileen Forrester is the manager of the CMMI for Services Project at the Software Engineering Institute, and the lead author of the Addison-Wesley book, CMMI for Services, Guidelines for Superior Service. She was the co-chair of the International Process Research Consortium (IPRC) and the editor of the IPRC Process Research Framework. Forrester is the developer of TransPlant, a transition-planning process; and her current research area is in process-oriented approaches to service delivery, technology change, risk management, and emergent system types. These approaches include GAIT, CMMI for Services, OCTAVE, MDA, and multi-model improvement approaches. She has more than 35 years of experience in technology transition, strategic planning, applied research, process improvement, communication planning, and managing product, service, and non-profit organizations.