Sue Conger, Ph.D

Sue Conger, Ph.D., is a Professor on the faculty of University of Dallas where she also serves as Director, Information & Technology Management academic programs. She publishes extensively, speaks at conferences globally, and teaches in Finland, Mexico, South Africa, and New Zealand. She is involved in both academic and practitioner organizations relating to information systems, IT services management, and organization management. She serves on several editorial boards, and is on program and planning committees for conferences. Her research interests are innovative uses of IT in organizations, IT service management, IT for developing countries, IT-related privacy, and emerging technologies. She is the author of The New Software Engineering (1994) and Planning & Designing Effective Web Sites (1997), and Process Mapping & Management (2011, 2016). 

Professional Experience

I worked in industry for 15+ years before getting my PhD. Starting at the Department of Agriculture as a management intern in the Washington Data Center, she was a programmer intern, programmer, and programmer-analyst. 

When I moved to New Jersey, I worked at ETS in Princeton for about 18 months attaining the status of senior programmer-analyst. From there I moved to Chase Manhattan Bank in New York City where I worked on financial applications, taught in their internal IT training program, managed a standards organization that developed a project life cycle, project governance protocol, and other governance structures, then was a co-manager of a domestic money transfer project. Along the way she was promoted eventually to 2nd Vice President. 

Leaving Chase with an MBA and a lot of experience, I worked at Lambda Technology as a consultant, Project Manager, Group Project Manager, and eventually, co-Manager of the NJ office, responsible for about $50 mm in revenue. Example technical jobs included being the principal in the design and development of ERP systems (before it was called ERP) for an international retailer and a textile manufacturer. From that experience, I realized what I loved was teaching, writing, and technical consulting and that seemed to translate into a PhD that would allow me to that as my profession.

As I began my PhD program at NYU, I started work at Mobil to travel less and to be in the city so accessible to school. At Mobil, I worked in a group that evaluated emerging technologies and did odd jobs, such as disaster recovery oversight for the corporate data centers (one of my responsibilities). My two best assignments were the adoption of query language, for which we had 9,000 global users within a year and the evaluation of English-Arabic machine translation software, which we turned down, estimating correctly that it would be over 20 years before machines would be capable of translations that did not require human intervention.

In between teaching at SMU and UD, I took a sabbatical from academia and worked as the Director of ECommerce at Sewell Automotive Companies in Dallas. For them, I developed an e-sales strategy, web sites for each dealership, taught the salesmen about online selling and tracking, and creating a data warehouse for accelerating sales. Withing seven months of initiating the project, we were selling 1-2 cars per month on the Internet (keep in mind this was 1999) and for the data warehouse resulted in 37 cars sold the first mailing. 

I have done consulting as the occasion arises, working for, for instance, Southwest Airlines in various technical capacities, several lawsuits as an expert witness, and other universities doing program assessment.

Recent Courses

MS - Process Management
MS - IT Governance
MS - IT Practicum
MS - Enterprise Architecture
DBA - Qualitative Research Methods

Research Interests

IT Services
Emerging Technology
ITCT4D (IT in Developing Countries)
Internet Privacy
Knowledge Management

Selected Publications

Conger, Sue, Process Mapping and Management, 2017, 2nd Edition Forthcoming.

Morrow, D. and Conger, S. 2016. Finding Meaningfulness In-Work: Why Sensitivity Matters. Journal of Positive Management, 6(2-4).

Conger, Sue, 2015. "Knowledge Management in Remote Rural ICT4D Projects in South Africa," Journal of IT for Development. 21(1), 113-134.

Conger, S. 2015. Gamification of Service Desk Work, in The Changing Nature of Work, Jungwoo Lee, Editor. New York, NY: Springer-Verlag, 151-174.

Conger, Sue and Jack Probst, 2014. “Knowledge Management in Service Desk Decision Making,” in Engineering and Management of IT-based Service Systems, Manuel Mora, J. Gomez, and F.C. Perez, Editors, London: Springer-Verlag, 1-19.

Conger, Sue, 2014. Six Sigma and Business Process Management, in J. Vom Brocke and M. Rosemann (eds.), Handbook on Business Process Management, Vol. 1, 2nd Edition, NY, NY:Springer Publishing, May.

Conger, S. Service Quality Measurement in a Service Desk Environment. White Paper for itSMF-USA, 2013.

Presentations

Conger, Sue and Miller, Rich, Food Bank Warehouse Processes & IT Support Teaching Case. Accepted for presentation and publication to the Teaching Case Track of the International Conference on Information Systems, December 11-14, 2016. Dublin, Ireland.

Conger, Sue and Miller, Rich, Food Bank Warehouse Processes & IT Support Teaching Note. Accepted for presentation and publication to the Teaching Case Track of the International Conference on Information Systems, December 11-14, 2016. Dublin, Ireland.

Morrow, Donna, Asare, Enoch, & Conger, Sue. 2016. Exploring SPMS and Job Crafting as Strategic Motivation for Meaningfulness and Engagement. Accepted for poster presentation at the 6th Annual Executive Doctorate in Business Administration Council (EMS), September 8-11, Paris, France.

Conger, S., Krauss, K., Simuja, S. 2016. Issues in Using Internet in Remote South African High Schools. Accepted for Presentation at the Conferencia berica de Sistemas Tecnologias de Information (CISTI) 2016, Grand Canaria, Spain, June 15-18.

Asare, E. and Conger, S. 2016 Strategic Performance Measurement Systems and Employee Performance. Accepted for Presentation at the Conferencia berica de Sistemas Tecnologias de Information (CISTI) 2016, Grand Canaria, Spain, June 15-18.

Simuja, C., Krauss, K., Conger, S. 2016. Achieving inclusive and transformative ICT education practices in rural schools in marginalized communities. Presented at the Conf-IRM Conference, Cape Town, S Africa May 18-20.

Morrow, D. & Conger, S. (2016). Finding meaningfulness in work sensitivity: A new construct. Presented at the Western Academy of Management, March 9-12, Portland, OR.

Conger, S., Fernando-Lamela, D., Kcrmar, H., Narayan, R., Rogers, D., and Schultze, U., 2015. A Dialectic on Graduate Analytics Education. Accepted for panel presentation at the 36th International Conference on Information Systems, Fort Worth, TX, December 13-16.

Krauss, K. Simuja, C., and Conger, S. 2015. ICT education practices in marginalized rural schools in South Africa: considerations for adequate sensemaking and immersion. Proceedings of AIS SIGGlobDev Conference, December 13, 2015, Ft. Worth, TX.

Conger, S. 2015. Teaching computer skills in low-income environments. Tech & Learning Conference, Austin TX, Nov 6.
Morrow, D. and Conger S 2015 Meaningfulness In-Work: Sensitivity Matters, Positive Management 2015 Conference, Rotterdam, The Netherlands.

Conger, S., Krauss, K.E.M., and Simuja, C. 2015. Human Factors Issues in Developing Country Remote K-12 Education, Paper 2644, 6th International Conference on Applied Human Factors and Ergonomics (AHFE 2015) and its affiliated conferences to be held at Caesars Palace, Las Vegas, USA July 26-30, 2015.

Simuja, C., Krauss, K.E.M., and Conger, S. 2015. The issue of relevant utilisation of ICTs among teachers and rural high school learners in the Eastern Cape Province. Proceedings of Community Engaged Learning Symposium, Rhodes University, Grahamstown, South Africa, May 4-6.

Conger, S. 2015 ITSM Transformation: Finding the Sweet Spot, ITSMF-NZ, Auckland, NZ, May 10-12.