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  • 1. GCS Workshop Participants Arun Aggarwal – Tata Consulting Services Head of Global Consulting Practice for the UK and Ireland. In this role Arun is responsible for the development and management of the business and IT consultancy services offered across all sectors by TCS in Europe, complementing the IT and BPO. Additionally, Arun is a Non-executive Director of Patsystems plc, an AIM listed provider of trading software to the financial services industry. Henry Chesbrough - Haas School of Business, University of California Adjunct Professor and Executive Director of the Center for Open Innovation and a member of the Institute of Management, Innovation & Organization and the Management of Technology Program at the University of California Berkeley. He was Assistant Professor and Class of 1961 Fellow, Harvard Business School during 1997-2003. He holds a PhD in Business Administration and Public Policy from Haas School of Business, University of California. His most recent book is titled Open Innovation (2003, HBS Press) was named Best Business Book on Innovation by Strategy and Business magazine in 2003. He has further published in journals such as Research Policy, Business History Review and Industrial and Corporate Change. Tony Clayton – Office for National Statistics Head of New Economy Measurement at UK Office for National Statistics, developing measurement approaches for the information economy and society. His recent work includes methodology and measurement for international e-business comparisons; new research work as part of OECD and EU programmes on ICT impact; coordinating UK input to EU Structural Indicators to monitor the Lisbon strategy; and helping to coordinate the recent high level Allsopp Review on changes required to economic statistics to reflect structural change in the UK economy. He is a member of the OECD’s Working Party on Indicators for the Information Society, and has helped in its work on e-business measurement. Before 2001, as Director of PIMS Associates, Tony designed, managed and delivered empirically based performance improvement projects to major firms focusing on: - competitive strategies for profitable growth in branded fmcg and consumer durables - business strategy and performance models based on ‘value to customer’ in services - marketing and innovation benchmarks in a range of markets. In 1995-2000 he led a series of studies on the role of intangible drivers of enterprise growth, with DG Enterprise, IMD and industry groups. He has degrees in Physics and Economics. Michael Cusumano – Sloan School of Management, MIT Sloan Management Review Distinguished Professor at the Massachusetts Institute of Technology's Sloan School of Management and co-director of the IMVP (the MIT International Motor Vehicle Program). Michael specializes in strategy, product development, and entrepreneurship in the computer software industry, as well as automobiles and consumer electronics. Michael received a B.A. degree from Princeton in 1976 and a Ph.D. from Harvard in 1984. He completed a postdoctoral 1
  • 2. fellowship in Production and Operations Management at the Harvard Business School during 1984-86 and received two Fulbright Fellowships and a Japan Foundation Fellowship for studying at Tokyo University. He held visiting professorships at Hitotsubashi University and Tokyo University, Japan; the University of St. Gallen, Switzerland; and the University of Maryland. Michael’s research focuses on strategy and technology management in the computer software, automobile, and consumer electronics industries. He has several top-selling books about his insights from Japan and the US. He teaches courses on Strategic Management, Technological Innovation and Entrepreneurship, and the Software Business. He has consulted for more than 50 major companies around the world as well as other private and public software companies and has been advisor to numerous startup companies. He is currently a director of Patni Computer Systems (software outsourcing, based in India, NYSE PTI) and Coral Networks (synchronization and security software). Panayotis Dessyllas – Said Business School, University of Oxford AIM Post Doctoral Research Fellow at the Said Business School and affiliated with Wolfson College, Oxford. Panayotis holds a PhD in Business Economics from the Judge Business School, Cambridge, a Master in Economics from Churchill College, Cambridge and a Batchelor’s degree in Economics (First) from University College, London. He has worked as a research and reaching assistant at Cambridge’s Centre for Business Research and the Judge Business School and as a tutor at Oxford. Panayotis has also served as an intern at the Bank of Greece and the European Parliament. His research interests focus on business economics, competitive and corporate strategy. His research has been funded by the ESRC, the Cambridge Political Economy Society and Lloyd’s of London. Mark Dodgson - University of Queensland Professor and Director of the Technology and Innovation Management Centre at the University of Queensland Business School. He is also a Director of the Think Play Do Group, a London-based innovation consulting, training and software company. Mark previously worked as a Research Fellow at the Technical Change Centre, London (1983-85). He was Senior Fellow at the Science Policy Research Unit (SPRU) at the University of Sussex (1985-93), and was Professor of Management at the Australian National University (1993-2002). He was co-Founder of the National Graduate School of Management at the ANU and was its Executive Director from 1995-97 and 1999-2001. His PhD is from Imperial College London, and he has an MA from Warwick University and a BSc from Middlesex Polytechnic. The focus of Mark's work over the past 25 years has been studying corporate strategies and government policies for technology and innovation. He is the author of numerous reports, and over 50 refereed journal articles and book chapters. His latest book is called Think, Play, Do:Technology, Innovation and Organization (OUP, 2005) with David Gann and Ammon Salter. Mark has been an advisor and consultant to many European Commission programs and to numerous UK, US, Australian and Asian government departments and agencies. 2
  • 3. Rafiq Dossani – Stanford University Senior Research Fellow at Asia-Pacific Research Center, responsible for developing and directing the South Asia Initiative. His research treats Asian entrepreneurship in Silicon Valley and the South Asian security, and financial, technology, and energy- sector reform in India. He is currently undertaking projects on political reform, business process outsourcing, innovation and entrepreneurship in IT in India, and security in the Indian subcontinent. His most recent books are Prospects for Peace in South Asia (Stanford University Press, 2005), co-edited with Henry Rowen and Telecommunications Reform in India, published in 2002 by Greenwood Press. Rafiq earlier worked for the Robert Fleming Investment Banking group, first as CEO of its India operations and later as head of its San Francisco operations. He has also been the chairman and CEO of a stockbroking firm on the OTCEI exchange in India, the deputy editor of Business India Weekly, and a professor of finance at Pennsylvania State University. He holds a B.A. in economics from St. Stephen's College, New Delhi, India; an M.B.A. from the Indian Institute of Management, Calcutta, India; and a Ph.D. in finance from Northwestern University. Clifford Foster - IBM Associate Partner in the South African IBM BCS financial services practice. Clifford functions primarily as chief architect or program manager on technology and architecture delivery engagements in the financial services industry. He has spent the last two and a half years assisting Liberty Life with their very successful IAA-based delivery program, where he is currently fulfilling the IBM chief architect role. David Gann – Tanaka Business School, Imperial College Head of the Innovation and Entrepreneurship department at Tanaka Business School and holds the Chair in Technology and Innovation Management – a joint appointment between the Tanaka Business School and the Department of Civil and Environmental Engineering. David is responsible for a large portfolio of research in collaboration with firms in design, manufacturing, engineering, construction, ICT services and healthcare industries. He is co-Director of the EPSRC Innovation Studies Centre at Imperial College and of the EPSRC/AIM collaborative programme with Cambridge, Cranfield, Loughborough and Liverpool Universities: the Innovation and Productivity Grand Challenge. David’s personal research interests focus on firms’ strategies and government policies for the management of innovation, particularly in the production and use of fixed capital products in the built environment and in design and engineering of complex systems. He has published in numerous journals. His most recent book Think, Play, Do: Technology, Innovation, and Organization , co-authored with Mark Dodgson and Ammon Salter, treats the intensification of innovation, focusing on ‘Innovation Technology’ (IvT), the new electronic toolkit supporting design, research, development and engineering. His work focuses on how IvT can reduce costs and uncertainty in innovation processes and includes studies using simulation and modelling in innovation, and management of innovation in project-based firms. Jonathan Haskel - Queen Mary University of London Professor of Economics at the Department of Economics, Queen Mary and Westfield College, University of London. Further, he is director of the Centre for Research into 3
  • 4. Business Activity, CeRiBA and a fellow of the Centre for Economic Policy Research, a research associate of the Institute for Fiscal Studies, an external fellow at the Centre for Research on Globalisation and Labour Markets at the University of Nottingham, and academic visitor at HM Treasury. Jonathan’s research is in industrial and labour economics where he works on the micro analysis of productivity looking at how entry, exit and competition affect productivity using micro data from the UK Census of Production. He is also working on how globalisation affects productivity via foreign direct investment. In labour economics he works on the effect of globalisation on the labour market. He is looking at how foreign trade affects wage inequality and labour demand. He also works on the economics of education using twins data. His research has been published in numerous peer- reviewed journals. Susan Helper – Case Western Reserve University Professor of Economics at the Weatherhead School of Management, Case Western Reserve University, a Research Affiliate in the International Motor Vehicle Program, MIT, and a Research Associate, GERPISA (Groupe d'etude permanent sur l'industrie et les salaries de l'automobile), Paris. Previously, she was a Sloan Fellow at the National Bureau of Economic Research, Cambridge, MA, a Visiting Scholar at the Department of Economics, Harvard University, and a Visiting Scholar at the Center for Technology Policy and Industrial Development. She holds a Ph.D. in Economics from Harvard University. Her research looks at the impact of supplier/customer relationships (particularly in the auto industry) on innovation, and on the bargaining power of different types of firms and workers. She is currently examining the impact of both e-commerce and of investment in Mexico on the development of innovative capabilities throughout the supply chain. Prof. Helper's work has been published in journals such as American Economic Review, Business History Review, Sloan Management Review, and the Journal of Economic Behavior and Organization. Christopher Hood – Oxford University Gladstone Professor of Government at the Department of Politics and International Relations and Fellow, All Souls College. Previously, he was Professor of Government and Public Administration, University of Sydney, and Professor of Public Administration and Public Policy, London School of Economics where he was head of the Government Department from 1995– 8. His research interests regard the analysis of regulation of public-sector bodies and links between changes in regulation and changes in public management in contemporary states; analysis of institutional factors in shaping regulation and their implications for ideas about transparency and "better regulation". He published in journals such as the Journal of Public Administration Research and Theory and several books including Regulation inside Government: Waste-Watchers, Sleaze- Busters and Quality Police (Oxford University Press, 1999) with Henry Rothstein and Robert Baldwin, The Government of Risk (Oxford University Press 2001), and Controlling Modern Government: variety, commonality and change (Edward Elgar, 2004) with Oliver James, B Guy Peters and Colin Scott. Christopher is giving 4
  • 5. undergraduate lectures on Comparative Government and graduate lectures on Comparative Politics, and Executive Government and Bureaucracy. Latchezar Hristov – Said Business School, University of Oxford Doctoral Researcher in management at Said Business School, University of Oxford. Latchezar has a degree in Economics from the University of National and World Economy, Bulgaria and an MBA from Sheffield Hallam University. His career comprises industry experience in banking and retailing as well as academic experience as a lecturer in marketing. The area of Latchezar’s doctoral research is innovation in service industries with particular reference to the role of executives in encouraging innovation in retail organizations. Latchezar is a Chartered Marketer, Member of the Oxford Institute of Retail Management and author of publications in the areas of innovation, marketing and retailing. Phil Janson - IBM Phil Janson received a BS in EE from the University of Brussels, an MS in EE, and a Ph.D. in Computer Science from M.I.T. From 1976 to 1996 he held a tenured lecturer position in Operating Systems at the University of Brussels. In 1977 he joined the IBM Zurich Research Lab and became head of a new Computer Science Department in 1995 which he built up until 1999. In 1995, he was elected to the IBM Academy of Technology of which he was Vice President in 2000 and 2001. Since 1995, he has also been Relationship Manager for Europe between IBM Research and the IBM Financial Services Sector. In 2003 he became a Senior Technical Staff Member. In 2004 he became assistant to the VP for Services Research, in charge of Asset Valuation. In 2001 he became a member of the Advisory Board of the Communication Systems Dept of the EPF Lausanne and was elected to the Research Council of the Swiss National Foundation. Phil has experience in both technical and management areas. When he started at IBM, he initially worked on high-speed packet switches and the IBM Token Ring. He then worked on OS/2 LAN gateways, managed several projects on heterogeneous networking and security and as director of the computer science department focused on IT security technologies, smart cards, pervasive computing and e-business. He holds several patents and wrote a number of papers in the areas of IT security and distributed systems as well as a book on Operating Systems. He received a Harkness Fellowship in 1972, and a number of IBM Invention and Outstanding Technical Contribution Awards since then. Lucy Kimbell – Said Business School, University of Oxford Clark Fellow in Design Leadership at the Saïd Business School. Previously, Lucy held practice-based Creative and Performing Arts fellowship at the Ruskin School of Drawing and Fine Art, University of Oxford which was sponsored by the Arts and Humanities Research Council (AHRC). She studied engineering design and appropriate technology at Warwick University and later took an MA in Computing in Art and Design in the Centre for Electronic Art at Middlesex University. She further has a background in design practice, particularly the field of interaction and service design as she has lead user-centered projects in a range of contexts and has co- founded and run commercial design practices. 5
  • 6. In her research, she is interested in the design of services and service users. She uses ideas and methods such as sketching and prototpying from design practice. Her aim is to explore what the meaning and effects of design leadership are, and to articulate the unmet desires and needs of end users. Her research spans different disciplinary boundaries including social scientists, artists, software programmers, product designers, scientists, architects, educators and policymakers. Judith Kleine-Holthaus – Said Business School, University of Oxford AIM-funded NRDF doctoral student at Said Business School, University of Oxford. Judith completed the MSc in Management Research at Said Business School and holds a BBA in Management from the University of Lancaster and McGill, Canada. She has worked in marketing and key account management in the automotives and fast-moving consumer goods industry. For her doctoral research, Judith is interested in the governance of the client-vendor relationship in business service outsourcing. The research conceptualizes the relationship by use of the contract perspective and aims to compare management practices across national borders. Her MSc dissertation treated innovation in IT outsourcing relationships in the financial sector. Through her previous work, Judith has gained experience in market and consumer research. Michael Lyons – British Telecom CTO of Strategic Analysis and Research at British Telecom. Michael has 30 years experience of telecommunications research, which has included device development for optical communications systems, and studies in the areas of display technologies and the environmental impact of telecommunications. For the past thirteen years he has worked in the area of business modelling and scenario planning. Michael currently leads BT’s strategic analysis and business research team. This team provides business analysis to BT and is responsible for developing computer-based business simulations (including system dynamics models and agent-based simulations).The group's work includes research into regulatory issues, industry structure and future service demand, as well as the development of computer simulation techniques. Michael has worked on a number of strategic studies, looking at the future development of the Information Society, and has a strong interest in the new economic and business models which are emerging. This work includes looking at future scenarios of the use of Information & Communication Technologies (ICTs) and their impact on organisations. He is a director of the Complexity Society, has published widely on the socio-economic impact of ICT and is co-author, with Ian Pearson, of the book Business 2010: Mapping the new commercial landscape (Spiro, 2003). Paul Maglio - IBM Senior Manager for Service Systems at the IBM Almaden Research Center in San Jose, California. He joined IBM research in 1995. He received a Bachelor's Degree in Computer Science and Engineering from MIT and a Ph.D. in Cognitive Science from the University of California at San Diego. Since joining IBM Research in 1995, 6
  • 7. Maglio has worked on programmable Web intermediaries, attentive user interaces, multimodal human-computer interaction, and human aspects of autonomic computing. His group at Almaden encompasses social, cognitive, computer and business sciences, and aims at creating a foundation for basic and applied research in how people work and create value --- both mechanisms of individual and group behavior as well as processes, practices and technologies developed to support specific business goals. This work is meant to be informed by, and have an impact on, people- and information-intensive businesses, such as IBM Global Services. One of his recent topics of interest has been how to learn about how computer system administrators do their jobs so that we can develop tools and interfaces that are best adapted to their needs and practices He holds twelve patents and has published more than 60 scientific papers in various areas of computer science and cognitive science. Vikram Mansharamani – Sloan School of Management, MIT PhD Candidate in the Management of Technological Innovation and Entrepreneurship Program at the Slaon School of Management. His research, supervised by Michael Cusumano, focuses on New Service Development, Service Innovation, and Service Design. His previous research led to an MS thesis titled ”Towards a Theory of Service Innovation: An Inductive Case Study Approach to the Evaluating the Uniqueness of Services” and an MS thesis in the MIT Security Studies Program / Political Science. Vikram graduated with distinction from Yale University with a double major in East Asian Studies and Ethics, Politics, and Economics, and was elected to Phi Beta Kappa. Vikram has extensive professional experience as a Sr. Associate at Great Hill Partners, a private equity firm focused on services. There he worked on investments in the Marketing Services, Application Service Provider, Wireless Internet, and Educational Services industries. He was further a financial analyst in the M&A Group at Merrill Lynch focused on tech services and a consultant in the energy and chemical group at Booz-Allen & Hamilton. Chris McKenna – Said Business School, University of Oxford University Lecturer in Management Studies (Strategy) at Said Business School. Chris is a founding member of the Clifford Chance Centre for the Management of Professional Service Firms at Said Business School. An undergraduate in economics at Amherst College, McKenna worked on Wall Street, and later in the City of London, before completing a doctorate in history at the Johns Hopkins University. Prior to joining the Saïd Business School in 2000, Chris taught at the Wharton School at the University of Pennsylvania. He has held research fellowships at Yale University and the Harvard Business School and visiting teaching appointments at Warwick Business School and the University of Toulouse. Chris is particularly interested in the historical development and evolving strategies of professional firms and their role in the international transformation of business, nonprofits, and the state. His first book on the growth of the elite management consulting firms, The World's Newest Profession, is forthcoming from Cambridge University Press. His more general interests lie in the empirical analysis of organizational and technological history with the theoretical and pragmatic interests of scholars in business schools. McKenna's next book will seek to explain the 7
  • 8. competitive success and global impact of the leading law firms in London and New York since 1945. Eamonn Molloy – Said Business School, University of Oxford University Lecturer in Operations Management. Eamonn holds a PhD in Science and Technology Studies from the University of Lancaster and a Bachelors in Environmental Science and Policy from the University of Lancaster and University of California Santa Cruz. Prior to joining Saïd Business School, Eamonn worked at the University of Warwick, University of Bath, University of Lancaster and the NERC Institute of Terrestrial Ecology. He has worked collaboratively with major companies in the mining and oil sector in South Africa and Mozambique and with the UK Nuclear Industry and Ministry of Defence on decommissioning nuclear reactors. His research looks at the management of technology in organizations. Currently he is investigating how project, programme and portfolio management practice impacts organisation design, especially in science and technology- based firms. In addition to science and technology firms, his sector interests include environment, energy, education and health. He has carried out research for the Department for Education and Skills investigating the relationship between product specification, skill technology and work organisation with the ESRC Centre for Skills, Knowledge and Organisational Performance (SKOPE). Most recently he has worked with Richard Whittington on developing a practice perspective on strategic reorganisation. Wanda Orlikowski – Sloan School of Management, MIT Professor of Information Technologies and Organization Studies at MIT's Sloan School of Management, and the Eaton-Peabody Chair of Communication Sciences at MIT. She received a Ph.D. from the Stern School of Business at New York University. She has won numerous research awards, and in 1999 was appointed a Research Fellow of the Society of Organizational Learning. In examining the organizational changes associated with the use of information technology, Dr. Orlikowski investigates the ongoing relationship between information technologies and organizing structures, work practices, communication, culture, and control mechanisms. She has conducted extensive studies on the use of groupware technologies and electronic media in organizations, and has explored the social and technological aspects of working virtually. Her research has been published in journals. She is currently leading a 5-year project (funded by the National Science Foundation) on the social and economic implications of Internet technology use in organizations. Gavin Potter – IBM After graduating from Oxford University in Experimental Psychology in 1982, Gavin completed an MSc in Operational Research at Sussex University. Since then Gavin has been a management consultant specialising in the application of mathematical and other analytical techniques (such as Systems Thinking) to business problems. He has moved jobs once - from Shell to Deloitte Haskins and Sells, and then through a series of mergers and acquisitions worked for Coopers & Lybrand Deloittes, PricewaterhouseCoopers and latterly IBM. He currently leads IBM's Centre for 8
  • 9. Business Optimisation within Europe with a particular specialism in the application of analytical techniques to pricing problems. In the early days of his career, Gavin specialised in the application of analytical techniques to physical issues such as the construction of oil rigs, optimal mooring methods for oil tankers etc. Over his career he has seen a significant shift in his client's requests for the application of analytical techniques to less physically based problems such as marketing and pricing and latterly to performance management and the development of government policy. Was Rahman – Infosys Was Rahman has 19 years of experience in the IT services industry and is head of Strategy, Solutions & Alliances for Infosys in Europe. His current responsibilities include setting strategic direction for growth and differentiation, and executive relationship management with alliance partners. He is also responsible for the oversight of industry and cross-functional solutions, an internal change programme to transform the Europe unit from providing IT services to delivering business solutions. Prior to this role, Was advised a number of clients on how to best take advantage of the latest developments in the IT services industry, particularly around globalisation. In his role as head of Change Management and Telecommunications in Poland for Andersen Consulting (Accenture) he launched Poland’s first GSM operator and helped firms cope with the changes arising from the wave of privatisation in Eastern Europe. As client manager and business consultant for other consulting & IT services firms, Was worked with blue chip companies such as JP Morgan, British Airways and Virgin in transforming the way they did business by utilizing the internet & web technologies. Was has a Physics degree from Oxford and a Masters in Management & IT from Coventry University. 9
  • 10. Felix Reed-Tsochas – Said Business School, University of Oxford Felix Reed-Tsochas is Senior Research Fellow in Complex Systems at the Said Business School, University of Oxford, and Associate Fellow at the James Martin Institute. He is a Co-Director of the CABDyN Research Cluster (http://sbs-, which conducts interdisciplinary research on complex systems in a collaboration involving 10 university departments in Oxford. Felix's original research training at the Cavendish Laboratory of the University of Cambridge was in theoretical condensed matter physics, and his current research draws in part on methods from statistical physics. Current projects include empirical work and agent- based models of innovator networks in high-tech sectors such as biotechnology, network dynamics and measures of robustness for supply networks, and models of organisational communication and resource allocation. Some of this research is being carried out under the auspices of the MMCOMNET project, which is funded by the European Commission by the New and Emerging Technology Pathfinder Initiative, and for which Felix is the Coordinator. He is also the Joint Series Editor for a new book Series by World Scientific entitled "Complex Systems and Interdisciplinary Science", and a member of the editorial board of the European Management Review. Mari Sako – Said Business School, University of Oxford P&O Professor of Management Studies (International Business) at the Said Business School, University of Oxford. Mari specialises in comparative business systems, global corporate strategy and human resource management, with specific focus on sectors such as automobiles, electronics, and business systems. After reading PPE (Philosophy, Politics and Economics) at the University of Oxford, she studied for her MSc in Economics at LSE, MA in Economics at the Johns Hopkins University, USA, and PhD in Economics at the University of London. She also taught at the London School of Economics for ten years, and was a visiting scholar at Kyoto University, Tokyo University, RIETI (Research Institute of the Ministry of Economics, Trade and Industry in Tokyo), and Ecole Polytechnique, Paris. She has been, since 1993, a principal researcher of the MIT International Motor Vehicle Program (IMVP) ( which funded her research on outsourcing, modularity, and supplier parks in the global auto industry. Since 2003, she is a Fellow of the ESRC-EPSRC Advanced Institute of Management Research (AIM) ( in Britain, and has studied the implications of outsourcing/ offshoring of business services on corporate strategy and national competitiveness. Mari has published in journals such as Sloan Management, Review, Industrial and Corporate Change, Journal of Economic Organization and Behaviour, and Industrial and Labor Relations Review. Her recent books include Shifting Boundaries of the Firm (OUP, 2006) and Are Skills the Answer? (OUP, 1999). Mike Scott – Amonn Salter – Tanaka Business School, Imperial College London Senior Lecturer at Tanaka Business School since 2003. Amonn received his first degree in Political Science from Concordia University in Canada. Before beginning his doctoral studies at the Science Policy Research Unit (SPRU) at the University of 10
  • 11. Sussex, he worked for the Government of Ontario. After finishing his doctorate in 1999 he worked at SPRU on a number of projects for HM Treasury, the Department of Trade and Industry,the Ove Arup Foundation, and Complex Products and Systems Centre (CoPS). His main research interest is the management of technological innovation. In particular, he studies the sources and determinants of innovative performance and university-industry collaboration. He has published over 20 refereed journal articles and has published two books, including the recently published Think, Play, Do: Technology, Innovation, and Organization, co-authored with Mark Dodgson and David Gann. He was recently awarded an Advanced Institute of Management Research (AIM) Ghoshal Research Fellowship to explore how firms search for new innovative ideas. One of these projects focuses on the evolution of networks and capabilities in engineering organisations, and the other explores the impact on innovation on business performance. Holger Sommerfeldt – Said Business School, University of Oxford DPhil student in management at the Said Business School, University of Oxford. After completing an MSc in Engineering at University of Karlsruhe in Germany, Holger studied for his MBA at TTU in Texas and recently finished in MSc in Management Research from Oxford University. Prior to join Said Business School, Holger worked for several years as a Consultant, Project Manager and Managing Director for a major multinational in the media and service industry. Holger’s academic interests center around strategy and services. His MSc dissertation analyzed the difference between service and production outsourcing in the pharmaceutical industry. For the DPhil, Holger is studying the strategic positioning of stock exchanges in the financial services industry. Richard Taylor – Hewlett Packard Principal Scientist in Hewlett Packard Laboratories' Open Analytics research group. He graduated with a BSc in Computer Science and Cybernetics from the University of Kent, Canterbury, holds a PhD in Analytic Science from the University of Manchester, and an MBA from the University of Bath. Richard has worked as a Professor of Computer Systems Engineering in the United States and Europe as well as acting as CTO for several technology start-ups. He joined HP in 1995 and has worked extensively in both the basic research and development areas of the company. His primary areas of research focus on complex systems modelling, analysis and design, with particular applications in electronic and information systems, and the interfaces between economics, financial systems, business processes and information technology provision. He has published over 50 papers and 30 patents in the areas of systems design, analysis and control, serves on study boards for the US National Academy of Sciences and referees technical research proposals for a number of national institutes. Bruce Tether – Tanaka Business School, Imperial College Senior Lecturer in Innovation and Technology Management and a Senior Research Fellow at the ESRC Centre for Research in Innovation and Competition (CRIC), both at the University of Manchester since 1997. Before joining Manchester University, 11
  • 12. Bruce has held research positions at Warwick Business School and the University of Newcastle. He was an ESRC-sponsored doctoral student and holds a doctorate in science and technology policy from the Science Policy Research Unit (SPRU) at the University of Sussex. Within CRIC his interests are both conceptual and empirical, and mainly concern the economics of innovation, particularly with reference to services and 'systems of innovation' (or, in CRIC speak, 'distributed innovation processes'), and the measurement of innovative activity. Previously, most of his research concerned the role of small firms in innovation. His research has been published in journals such as Industrial and Corporate Change, Research Policy and Economics of Innovation and New Technology. Abigail Tierney - Aberdeen City Council Corporate Director for Strategic Services at the Aberdeen City Council since 2005. Prior to this role, she was working for IBM, firstly as a marketing innovator, and then as the Marketing Manager for IBM's Strategy Consulting Practice and as the marketing manager for Business Transformation in Europe. She holds a BA in the History and Philosophy of Science from Leeds, and an MSc in Social and Economic History and a DPhil on scientific innovation from Oxford University. Before joining the City Council, she combined her work at IBM with a research fellowship at Said Business School as a Fellow of the ESRC-EPSRC Advanced Institute of Management Research (AIM). During her doctorate, she studied at the MIT in The Science, Technology and Society Programme through a Kennedy Scholarship and did an exchange with Harvard University where she took courses on science, technology and public policy. Whilst in the US, she studied the archives of American scientists to examine the sources of innovation and the sort of leadership that existed in laboratories that had produced Nobel laureates. Whilst at IBM, she conducted several studies on the topic of innovation and service users. She has published on issues of business innovation (with Mark Carasale) and the sustainability of business process outsourcing (with Mari Sako). Chris Tofts – Hewlett Packard Dr. Sudhir Varadarajan – Tata Consulting Services Sudhir has close to 15 years of consulting and research experience in the IT services industry. He has done a range of complex assignments (strategy, organisation, process & information systems design) for business and Government clients in India, UK, US and Canada in sectors such as agribusiness (textiles & dairy), utilities (gas, electricity & urban waste) and services (defence, education, leisure & law firms). Sudhir has also been involved in several action research projects aimed at improving the dialogue with clients, promoting innovation and quality in service delivery, and informing policies for supply chain development (National and State Government initiatives on engineering and higher education in India). Sudhir has published his work on sustainable urban development, emerging role of businesses, and innovation in services in international journals such as Socio- 12
  • 13. economic Planning Sciences (1996), System Dynamics Review (1997), Journal of Business Ethics (2001). He also presented at international conferences organised by the International Society for the Systems Sciences (1994), UK Systems Society (1997), and UK Complexity Society (2004, 2005). Sudhir has a PhD in Systems Approach to Complex Problem Solving (IIT, Chennai, India). He holds a graduate degree in Industrial Management and an undergraduate degree in Mechanical Engineering. He is a member of the Institute for Operations Research and Management Science. Marc Ventresca – Said Business School, University of Oxford University Lecturer in Management Studies (Strategy) at Saïd Business School with a focus on how new markets get built. Marc is a Fellow of Wolfson College, a University Fellow of the James Martin Institute for Science and Civilization, and on the Academic Programme Committee of the Rothmere American Institute. After taking his BA in political science at Stanford University, Marc worked at the U.S. Congressional Budget Office. He returned to Stanford for graduate degrees in education policy analysis and sociology, and earned the PhD in Sociology. Before joining the Saïd Business School, he served on faculty at the Kellogg School of Management and the Department of Sociology, Northwestern University. He has been visiting faculty at the University of Illinois, Stanford University School of Engineering (Center for Work, Technology and Organisations), the Stanford Institute for Higher Education Research and the Center for Social Innovation, the University of California at Irvine, and the Copenhagen Business School. His research uses strategy, economic sociology, and cultural institutionalism to understand industry emergence, innovation, and entrepreneurial activity in knowledge-intensive industries. Current research projects investigate the shifting conceptions of 'services' in the statistical frameworks of the modern economy, on governance reforms in the 'ancient' universities of Sienna, Uppsala, and Oxford, and on governance innovations and new business models in the global field of financial markets. He is author of over twenty scholarly articles, chapters, and books. Chris Voss – London Business School Professor of Operations and Technology Management and Director, Centre for Research in Operations and Technology Management. Chris’s research interests include experiential services, operational improvement and benchmarking, manufacturing strategy, service management, and international issues in operations management. Educated at Imperial College London and London Business School, Chris has held posts at Warwick Business School as Professor of Manufacturing Policy and Strategy and as a consultant to Harbridge House Europe. His research has been published widely and includes papers in International Journal of Operations and Production Management and Journal of Operations Manager. Roy Westbrook – Said Business School, University of Oxford Professor of Operations Management and Director of MBA Programme. Roy’s research interests are wide-ranging and include supply chain management; operational flexibility and mass customisation in manufacturing; and quality and productivity in 13
  • 14. service operations. He is also the joint author of a history on opera. After graduating in History from Leicester University in 1971, Roy Westbrook was recruited by the Civil Service as a fast track entrant, leaving nine years later to become a specialist research officer and consultant. From 1984 he was at London Business School in the area of Operations Management, serving as Associate Dean of the Sloan Programme from 1995. 14