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Suggested Citation:"Contributors." National Academy of Engineering. 1988. Managing Innovation: Cases from the Services Industries. Washington, DC: The National Academies Press. doi: 10.17226/765.
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Page 197
Suggested Citation:"Contributors." National Academy of Engineering. 1988. Managing Innovation: Cases from the Services Industries. Washington, DC: The National Academies Press. doi: 10.17226/765.
×
Page 198
Suggested Citation:"Contributors." National Academy of Engineering. 1988. Managing Innovation: Cases from the Services Industries. Washington, DC: The National Academies Press. doi: 10.17226/765.
×
Page 199
Suggested Citation:"Contributors." National Academy of Engineering. 1988. Managing Innovation: Cases from the Services Industries. Washington, DC: The National Academies Press. doi: 10.17226/765.
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Page 200

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Contributors JOHN H. DAv~s is executive director of the AT&T Consumer Products Lab- oratories and is responsible for product development of all of AT&T's tele- phone products. During 1982-1985 he was responsible for AT&T Bell Laboratories' development of cellular technology. He was educated as an electrical engineer, receiving his bachelor's, master's, and doctorate degrees from Georgia Institute of Technology, Massachusetts Institute of Technology, and the University of Pennsylvania, respectively. THOMAS H. DOORLEY is managing partner and founder of Braxton Associates. The thrust of his work has been toward strategy management, that is, working to achieve integration between strategy definition and effective implemen- tation. He has led the extension of Braxton's strategy management concepts and client base into consumer and service organizations and leads Braxton's work in conjunction with Touche Ross for retail companies. Prior to founding Braxton, he was a senior consultant on business strategy and organizational issues and a business unit manager at Arthur D. Little, Inc. FREDERICK A. (TED) FELEOWES is director of business development for the Publication Systems Division of Bell & Howell. Since earning his M.B.A. at the University of Chicago, he has devoted nine years to various new product (or services) programs at Bell & Howell. DoNAcD N. FREY is a professor in the Department of Industrial Engineering and Management Sciences at the Technological Institute of Northwestern University. He is the former chairman of the board, chief executive officer, and president of Bell & Howell Company. 197

198 CONTRIB UTORS CHRISTOPHER GAGNON is currently an Associate with McKinsey & Company in Los Angeles. He contributed to this volume while completing his M.B.A. at Dartmouth's Amos Tuck School of Business Administration. PAUL F. GLASER is chairman of Citicorp's Corporate Technology Committee and a member of Citibank's Policy Committee. He is responsible for estab- lishing technology policy and standards, for the introduction of new tech- nologies, and for evaluating the quality and direction of systems efforts within Citicorp. From 1973 to 1984, he was chairman of Citibank's wholly owned subsidiary, Transaction Technology, Inc., and was instrumental in the design, development, and implementation of Citibank's automated banking centers. Prior to joining Citibank, he was with TRW, Inc. for 15 years. Mr. Glaser holds bachelor's and master's degrees in electrical engineering from New York University. ALISON GREGG is a Senior Associate with Braxton Associates, spending her time in both Boston and London. She is a graduate of Dartmouth's Amos Tuck School of Business Administration and of Williams College. ALLAN GRODY is president of Financial Intergroup, a consulting and joint venture marketing, development, and management company. Prior to found- ing Financial Intergroup, he was a partner in the Financial Services Consulting Division of Coopers & Lybrand where he was national director of the In- vestment Industry Consulting practice. Among his earlier assignments he worked in banking (Algemene Bank, N.V.), investment management (Neu- berger & Berman), securities (Reynolds & Co.), and commercial and con- sumer finance (General Electric Credit Corp.~. He has a B.A. degree in mathematics from City University of New York. BRUCE R. Guide is associate director of the National Academy of Engineering Program Office. Prior to joining the Academy in 1984, Dr. Guile worked as research associate with the Berkeley Roundtable on the International Econ- omy and as a management consultant. Dr. Guile holds a bachelor's degree in English literature and computer science from Heidelberg College, a mas- ter's of public policy from the University of Michigan, and a Ph.D. from the University of California, Berkeley. CHRISTOPHER KEITH is senior technology officer, senior vice president, and member of the Management Committee at the New York Stock Exchange. Previously he served as senior vice president at SIAC, where he was re- sponsible for Development and Planning, and in that capacity was responsible for the development of CMS, DOT, ABS, ITS, the consolidated transaction and quote services, and OPRA among others. Earlier in his career he was

CONTRIB UTORS 199 founder and general manager of Data Network Services, ADP's financial communication service arm, and vice president of Systems and Operations at Market Research Corporation of America. He has a B.A. in psychology, did graduate work in physics at Massachusetts Institute of Technology, and has served on various industry boards. RICHARD C. LARSON is professor of electrical engineering and computer science at the Massachusetts Institute of Technology. He served for nine years as codirector of M.I.T.'s Operations Research Center. His research has focused on developing applied operations research models of services organizations in both the public and private sector. He is president and cofounder of a Cambridge-based firm, ENFORTH Corporation. JUAN A. Moo is currently vice president and director of concrete bridge technology with Parsons, Brinkerhoff, Quade & Douglas, Inc. in Tampa, Florida. He has been involved in bridge design and construction for the last 20 years and since 1974 in the introduction of new developments in concrete technology for bridge structures in the United States and abroad. CARL Nighs is a project engineer at Federal Express where he has played a lead role in the development of the COSMOS IIB custodial package tracking system. Carl holds a Bachelor of Science in mechanical engineering from Case Western Reserve University and a Master of Science in industrial ad- ministration from Carnegie Mellon University. JAMES BRIAN QUINN is the William and Josephine Buchanan Professor of Management at the Amos Tuck School of Business Administration at Dart- mouth College. Dr. Quinn earned his B.S. from Yale, an M.B.A. from Harvard, and a Ph.D. from Columbia University and joined the Tuck faculty in 1957. Professor Quinn is an authority in the fields of strategic planning, the management of technological change, and entrepreneurial innovations. He has held fellowships from the Sloan Foundation, the Ford Foundation, and the Fulbright Exchange Program. In addition to consulting with leading U.S. and foreign companies and publishing extensively on corporate policy issues, Dr. Quinn has the distinction of being the dean of a Japanese business schools

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This book of case histories is devoted solely to service industries and the technologies that drive them, as told by those who have developed segments of these industries. The chapters cover innovations such as Federal Express's advanced system for package tracking, Citicorp's development of the Automated Teller Machine, AT&T's experience with mobile telephones, Bell & Howell's introduction of an automated automotive parts catalog, and the New York Stock Exchange's development of electronic trading. Some broader analyses discuss the interfaces between services technologies and manufacturing, operations research in services, and technology in professional services.

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