Director, IT Services, UL-DQS, Inc.
Subrata Guha is Director, IT Services at UL-DQS, Inc., and was previously a Principal Consultant
Satyam Computer Services. He has over twenty years of professional experience in the fields of
Software Engineering, Quality Management and Audits/Evaluation of Quality Systems. He was a visiting
industrial scholar at Carnegie Mellon University and contributed to development of number of technical reports.
He has extensive consulting and project management experience. He holds masters degree in Physics and Diploma
in Computer Applications. He is an authorized lead evaluator of the eSCM-SP, a registered lead auditor of
ISO 9000 standard and a Certified Quality Analyst.
Keith Heston is a Senior Manager at Accenture. Keith has held a variety of positions during his career,
including systems integration, business transformation, methodology development, outsourcing delivery, and
process improvement. He is currently the program manager for the Certification Program, which sets Accenture's
strategic direction regarding industry quality standards.
Keith brings a particular strength in the implementation of industry quality models, including
eSourcing Capability Model for Service Providers (eSCM-SP), Capability Maturity Model for Software (SW-CMM®),
and Capability Maturity Model Integrated (CMMI®). He has worked with Carnegie Mellon University
on the development of eSCM-SP and is a co-author of that Model, as well as an authorized Lead Evaluator and
Qualified eSCM Consultant. Keith joined Accenture in June, 1991.
Adjunct Professor of Business, Tepper School of Business, Carnegie Mellon University
Dr. Elaine Hyder researches and teaches on negotiation and best practices for service management.
She worked on the eSCM-SP since its inception and is the first author of
eSCM-SP versions 1.0, 1.1, and 2. She has also been involved in developing
course curriculum related to the eSCM-SP, developing eSCM-SP Capability
Determination Methods, and teaching eSCM-SP coursework.
Dr. Hyder has taught at the University of British Columbia and
Carnegie Mellon University. Dr. Hyder has a Ph.D. in Information Systems
from the Tepper School of Business at Carnegie Mellon University.
She received a Masters of Business Administration from the Fuqua School of
Business, Duke University, and worked as a controller and financial manager
for General Mills and PepsiCo prior to earning her PhD. She also has a
Bachelor of Arts degree in Economics from New College in Sarasota, Florida.
Majid Iqbal's area of expertise is service management capabilities and processes. His current interests are in
the development of a service management body of knowledge that will help individuals and organizations develop
effective and efficient responses to the challenges and opportunities they face in the sourcing and provision
of IT-enabled services.
He has contributed to the development of guidance on how organizations that adopt the eSourcing Capability
Model for Service Providers (eSCM-SP) can develop measurement programs. He has also prepared guidance on how
organizations can leverage investments in service management frameworks, such as BS 15000 and ITIL, for capability
improvement based on the eSCM-SP. He is co-author of the recently released ITIL 3 volume on Service Strategy.
Majid has taught service management in graduate programs at The H.J. Heinz III School of Public Policy and
Management and for the CIO Certificate Program at the CIO Institute of Carnegie Mellon.
His previous work experience has been in product management, account management, and process improvement.
His background is in industrial engineering and information systems management.
Project Scientist, Carnegie Mellon University
Pawan Khera is a Managing Consultant in the Strategy & Change Practice of IBM
Global Business Services with over eleven years of experience spanning product
strategy, product management, sales enablement, business and technology
consulting. He has experience in petrochemical, automotive and higher education
as well as business and IT strategy formulation and execution. His experience
encompasses process improvement and redesign, IT governance, supply chain
transformation and services sourcing strategy.
Prior to joining IBM, Pawan
worked at Carnegie Mellon for four years. In his role as a Project Scientist
with the School of Computer Science, he was involved in researching best
practices for IT enabled sourcing services. Pawan also served as the acting
Program Director for the MISM and MSISPM programs at the Heinz School in
Khera earned both the MBA and Master of Information Systems
Management degrees from Carnegie Mellon University.
Visiting Scholar, TPI
Ethel Loesche has many years of experience as a buyer, service provider and
advisor of outsourcing services. As an outsourcing advisor and service provider,
Ms. Loesche worked closely with Fortune 500 clients, specializing in the
start-up and management of long-term outsourcing relationships. As an
outsourcing advisor with TPI, Ms. Loesche was a visiting scholar at Carnegie
Mellon and contributed to the development of the eSourcing Capability Model for
Client Organizations (eSCM-CL). Prior to joining TPI, she had a distinguished
career with Accenture, focusing on service delivery, beginning with the
transition of the DuPont account to Accenture. Prior to her outsourcing career,
she spent 20 years in various information technology management roles, including
application, data center and telecommunication services, much of this with the
DuPont Corporation. Today, she assists organizations as a counselor / consultant
with SCORE providing face-to-face business counseling, mentoring, and training to
entrepreneurs and emerging organizations.
Ms. Loesche received a B.Sc. in computer science and mathematics from Duke University.