John Arthur Ricketts is a distinguished engineer in IBM Global Services. As a consulting partner and technical executive, he deals with business and technical issues every day. His recent experiences range from Managed Business Process Services to Maintenance and Technical Support Services.
He began his career in manufacturing, where he saw firsthand the problems that Theory of Constraints was created to solve. While in graduate school, he managed a research laboratory studying computer users, and he developed decision support software for the U.S. Department of State. His graduate degrees are in information systems, with supporting fields in computer science and behavioral science.
After graduate school, John became a professor, teaching mostly MBAs and PhDs. He also taught in advanced information systems faculty development institutes. His publications have appeared in MIS Quarterly, Interface, Information & Management, Journal of Software Maintenance, Informatica, and Computer Programming Management. The IEEE Press, Wm. C. Brown, and EDP Auditor’s Foundation have published his monographs.
After a decade in academia, John returned to the business world, where he led research and development of software reengineering products for a large consulting and systems integration firm. He later became director of software engineering at a major telecommunications firm.
Since joining IBM, he has worked in solution development, service delivery, new ventures, professional development, intellectual capital development, and asset development. John has dozens of patents pending. He has received awards from the Decision Sciences Institute and the Association to Advance Collegiate Schools of Business, as well as IBM.
Foreword by Erik Bush xv
Preface xix
About the Author xxv
Part I: Foundations
Chapter 1 Introduction 3
Chapter 2 Services On Demand 15
Chapter 3 Theory of Constraints 33
Part II: Applications
Chapter 4 Resource Management 67
Chapter 5 Project Management 91
Chapter 6 Process Management 119
Chapter 7 Finance and Accounting 157
Chapter 8 Marketing and Sales 193
Part III: Implementation
Chapter 9 Strategy and Change 221
Chapter 10 Implementation and Technology 253
Chapter 11 Conclusion 281
Part IV: Appendixes
Appendix A Resource Optimization 309
Appendix B Process Simulation 325
Appendix C Throughput Accounting for Software 339
Index 347
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