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
About the Speaker
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.
Please note that current and future CMMI research, training, and information has been transitioned to the
a wholly-owned subsidiary of Carnegie Mellon University.