Louis E. Freund, ISSIP Fellow 2019, is a Professor Emeritus and Adjunct Professor in the Department of Industrial and Systems Engineering at San Jose State University, San José, CA.  During his early career, he worked on hospital systems design and improvements, focusing on service productivity, quality and nurse staffing algorithms.   After joining SJSU in 1986, he taught and worked in systems simulation, process quality control, workload measurement, as well as on topics in human factors and ergonomics.  He founded the SJSU interdisciplinary HF/EMS degree program in 1993 and served as the HF/E program Director for over 15 years.  Between 2000 and 2009 he was Chair of the ISE Department at SJSU.  Dr. Freund began the Service Systems Engineering course at SJSU in 2006, and an MS emphasis area in Service Systems Engineering soon after.  From 2010 – 2018, he served as Co-Chair of the Human Side of Service Engineering sub-conference of the AHFE.  He is the recipient of several IBM Faculty Awards to recognize and support his work and contributions to service science.  He is a past President of the Society for Health Systems.  Dr. Freund was elected a Fellow of the Institute of Industrial and Systems Engineers in 2009.  In 2011 he received the “50 in 50” award from the Hospital Information and Management Systems Society (HIMSS) recognizing him as one of the 50 most influential persons in health care systems in the first 50 years of the Society.   He was a founding board member of ISSIP.  His research interests are in the development of metrics to describe the T-Shape construct for professional growth and achievement, and in the assessment of service systems quality with consideration of the customer’s contribution. Lou may be reached at louis.freund@sjsu.edu.