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CUSTOMERS IN ALL COUNTRIES WANT TO BE SATISFIED.
G. Ronald Gilbert |
While cultures throughout the world may differ, one element remains consistent: the demand for good customer service. Using
well-tested methodology, Dr. G. Ronald Gilbert, associate professor of management and international business, is studying
customer service preferences in a wide range of cultures and geographies.
Gilbert and a team of international researchers
reviewed a total of 35,000 assessments from Greece, Jamaica, the United Kingdom, Scotland, Singapore, and Australia. What they found
was that the concept of customer satisfaction seems to be more similar than different across cultures and industries.
"We know that you can go into a shopping mall
anywhere and the same measures apply," Gilbert said. "You begin to see what the overall quality of that shopping mall is—including
all the different participating organizations such as credit card suppliers."
The study is particularly useful for companies
looking to conduct business internationally, including those that want to franchise across cultures. If these companies want to know
whether or not a potential customer will be satisfied with a product, Gilbert can determine it—no matter where the company is doing
business.
The research also can be used to provide insight
into the broader issue of quality of life.
"Just as the economy is a measure of the overall
well-being of a nation, there's also excellent research to indicate that service quality is an indicator of the overall health of a
nation," he said. "We can begin to look at how effective industries are across cultures to get an idea of the overall quality of
life in countries."
Gilbert and his team are now developing an index
for customer service. He has submitted a paper on the subject that is slated to appear in a European journal next year.
.: COLLEGE OPENS NOMINATIONS FOR ENTREPRENEURSHIP HALL OF FAME.
Nominations for induction into the 2005
Entrepreneurship Hall of Fame open December 6, 2004, and close January 19, 2005.
The 2005 Entrepreneurship Hall of Fame
Induction Ceremony and Luncheon will be held May 12, 2005, at Parrot Jungle Island in Miami (Watson Island), from 11:30 a.m. to 2:00 p.m.
In addition to the Induction of an alumnus/ae into the Hall of Fame, the event will recognize winners of the Howard J. Leonhardt New
Venture Challenge, a student business plan competition and present the award to the 2005 South Florida Entrepreneur of the
Year.
Nominating criteria for the 2005 Inductee
and for the 2005 South Florida Entrepreneur of the Year are outlined below. To submit a nomination, visit
our web site.
Nomination Criteria
Entrepreneurship Hall of Fame Inductee
- Individual must be an alumnus/ae of Florida International University, preferably from the College of Business Administration.
- Business must haven been operational for a minimum of 5 years and have significant revenues and/or raised significant external monies.
- Individual must have a history of significant entrepreneurial activity.
- Individual must have been founder or key member of start up team.
- Business must have at least 5 or more employees.
South Florida Entrepreneur of the Year Award
- Individual must have some connection to Florida International University, such as be a supporter of some FIU activity or program.
- Business must have been operational for at least 5 years (preferably longer) and have significant revenues and/or raised significant external monies.
- Individual must have a history of entrepreneurial activity beyond the current business or have demonstrated a commitment to entrepreneurship.
- Individual must have been founder or key member of start up team.
- Business must have at least 5 or more employees.
.: SPEED NETWORKING BUILDS WEALTH OF NEW CONTACTS.
Members of the Business Alumni Chapter and guests gathered on the evening of December 2nd at Splendido in Coral Gables to add spunk to their networking by participating in Speed Networking. Professionals were paired up and given three minutes to network. Following the three minutes, a bell was rung and each individual moved on to meet another group of professionals. With speed networking, individuals were able to quickly identify key contacts with whom to further network.
Carla Alegria, center, wins speed networking raffle prize: a Winter Sports Pass entitling her and guest free admission to all FIU basketball games this season.
Be sure to visit the Business Alumni Chapter web site for a list upcoming events.
.: COLLEGE ALUMNI/FACULTY RECEIVE TORCH AWARDS.
At the fourth annual Torch Awards gala for
faculty and alumni, held November 6 at the Lowes Miami Beach Hotel, several College alumni and a faculty member were presented with special
awards. Alumnus Albert C. Santalo, (EMBA' 97), who also serves on the College's Deans' Advisory Council, received the Charles E. Perry
Visionary Award. Santalo currently is president of Avisena, a member of the PMG Pharmed Group.
Receiving a "Distinguished Alumnus" award was
Demian M. Bellumio (BBA '00), vice president of corporate finance and development for Terremark Worldwide, Inc. Bellumio is a member of the
College's Alumni Circle and an active participant in its Mentoring Program.
Irma Becerra Fernandez (Ph.D. '94), associate
professor, decision sciences and information systems, was presented the "Outstanding Faculty Award" at the event.
Albert C. Santalo |
Demian M. Bellumio |
Irma Becerra Fernandez |
.: ALUMNI SHARE EXPERIENCES IN A NEW BOOK.
 Concepción L. Tuma (BBA '01) and Dulce M.
Ramirez-Damon, also an FIU alum, have infused their talent and more than 20 years of experience to publish Building a Lemonade Stand is
Not Just For Kids Anymore.
Concepción L. Tuma |
This insightful book offers advice and resources for developing a business, covering topics such as emotional
intelligence, ethics, and minority issues. It is a useful resource for first-time entrepreneurs as well as for those business owners wanting
to reinvent themselves.
Building a Lemonade Stand is Not Just For Kids
Anymore not only addresses current issues, but also offers guidelines and available sources needed to formulate answers to very complex
business questions such as: What are the legalities to starting a business? What is needed to hire the first employee? A human resources
handbook—is it necessary? What goes into a marketing plan? When seeking financing, does the business plan help?
.: STUDENTS GO TO ALTAR WITH BURDINES-MACY'S.
A recently created course, the undergraduate marketing internship, scored a major success with local retail giant Burdines-Macy's. The five enrollees in the course took on a challenge from the company's bridal department to entice more wedding guests to shop at the chain's retail outlets. The result was so successful that the students were invited to present their plan to the corporate president, chief operating officer, and vice-president.
A new group of ten students will take on another challenge during the Spring semester in the course that's become known on campus as "Burdines' Boot Camp." Departments within Burdines-Macy's, having heard of the first class's success, are competing to have their projects considered.
According to Tim Dugan Birrittella, lecturer, Department of Marketing, the initial class took on the bridal project with tremendous enthusiasm and little direct control from him. They conducted surveys, organized focus groups, and researched the need carefully.
Their recommendations, based upon what they learned, consisted of including a card in the actual wedding invitation indicating that the couple was registered at Burdines-Macy's. The stores previously had sent out a separate card, but focus groups showed that wedding guests preferred the new approach.
The students also recommended moving advertising from the weddingchapel.com site to what is considered a "hipper" site, theknot.com.
The bridal department has implemented both recommendations with great success.
The internship was also a great triumph from the perspective of the students. Three who have graduated have found positions or internships with the retail company. Another has not yet graduated and the fifth is not eligible to work full-time in the United States. |
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.: COLLEGE BENEFACTORS HONORED AT PUBLIC CELEBRATIONS IN NOVEMBER.
R. Kirk Landon, whose $5 million gift this past summer led to the naming of the R. Kirk Landon Undergraduate School of Business in the
College, was named the "2004 Outstanding Philanthropist" at the 2004 National Philanthropy Day 20th Anniversary Celebration
on November 16.
Landon was recognized for his
"commitment to good citizenship and improving the quality of life in our South Florida community," not only "through his
direct financial support of numerous organizations" but also for his "encouragement of others to do the same." Landon's
support as chairman of the Board of Trustees of the Kirk Foundation and, before that, as head of the American Bankers
Insurance Group, has spanned the gamut from education, healthcare, the elderly, arts and culture, athletics and children's
causes.
The Celebration was hosted by the
Association of Fundraising Professionals, Greater Miami Chapter, and the Dade Community Foundation, Greater Miami Chamber
of Commerce, and Planned Giving Council of Miami-Dade County.
Also receiving a special tribute
in November was Alvah H. Chapman, Jr., whose leadership has been key in channeling gifts from himself, Knight-Ridder and
the Knight Foundation worth $9 million to the College and helped establish the Alvah H. Chapman, Jr. Graduate School of
Business in the College. Chapman was among South Florida CEO magazines' "Legends of South Florida," who were recognized
at a special luncheon on November 17 for their exceptional contributions to the development of South Florida and featured
in the magazine's November, 2004 issue. Chapman has been perhaps South Florida's most influential business and civic leader
over the past 30 years—responsible in many ways for Miami's emergence as an international business center. His leadership
also has been evident in a wide range of civic causes, most notably the massive "We Will Rebuild" effort following
Hurricane Andrew's devastation of Miami-Dade County in 1992. Chapman also has been the leader of this community's nationally-recognized homeless program as founding chairman of
Community Partnership for Homeless, Inc.
Dan Vincent, executive director,
Community Partnership for the Homeless, presented the award to Chapman, former CEO and Chairman of Knight-Ridder
Corporation.
.: COLLEGE LAUNCHES CONSULTING FIRM: INTERNATIONAL ADVISORY SERVICES GROUP PLANS TO SERVE HEMISPHERIC FIRMS AND ORGANIZATIONS.
In late November, the College launched the
International Advisory Services Group (IASG), which will serve as its principal management consulting and training
coordination arm. Its mission will be to help clients throughout Latin America and the Caribbean to meet their goals with
results-oriented and cost-effective solutions and to develop strategies to achieve peak business performance.
David Wernick |
The IASG operation, which will be housed in
the College's Knight Ridder Center for Excellence in Management, is unique because in addition to responding to the needs of
existing programs and grants (i.e. Inter-American Institute for Cooperation on Agriculture, CAFTAction and Winrock), it will
actively seek consulting opportunities through existing networks. The Group also will engage experts in other schools and
colleges within the University to expand the resources and base of knowledge it can offer its clients.
"This exciting initiative will enhance our
ongoing effort to make us one of the most highly-recognized business schools in the country," said CBA Executive Dean Joyce
J. Elam. "Through it, the College's faculty and students will play a significant role in supporting hemispheric economies
by providing clients with first-rate knowledge in the latest business principles and technologies and, in the process, act
as agents for positive change in the Hemisphere."
Jerry Haar |
In addition to providing consulting services,
the IASG will offer executive education seminars on a variety of topics, such as "How to Export to the United States."
Through three- to five-day short-courses (with site visits and business appointments), client executives will receive useful
information to help them achieve their goals. Seminars will be available in English, Spanish, and Portuguese and customized
for selected industry groups.
The IASG will cater to a variety of
organizations, including private companies—from multinational enterprises to start-up firms; public sector agencies;
non-profit organizations; multilateral institutions; and other consulting companies.
Led by Management professors Jerry Haar and
David Wernick, the Group's core team will consist of faculty experts with real-world experience in management, IT, finance,
marketing, HR, and accounting, as well as those from its Ryder Center for Supply Chain Systems, Center for International
Business Education and Research, and Center for Accounting, Auditing, and Tax Studies. The campus-wide reach will enable it
to draw on expertise of professionals in the School of Policy and Management, Global Entrepreneurship Center, College of Law,
College of Engineering, Latin American and Caribbean Center, and Summit of the Americas Center.
.: TWO MASTERS PROGRAMS BEGIN AT PINES CENTER IN PEMBROKE PINES IN THE SPRING.
The Pines Center, which houses all of FIU's
Broward County programs, will offer two master's programs beginning in Spring, 2005: The 18-month Executive MBA (EMBA) and the Master of Science in Finance (MSF). These fast track programs, offered in a conveniently-located, state-of-art facility, help students complete advanced work to boost their climb up their career ladders.
The EMBA program, which will launch a new
cohort there in April, is specifically designed for mid-level executives with five or more years of professional management
experience. Classes, which meet Fridays 4:30-9:00 p.m. and Saturdays 8:30 a.m.-5:30 p.m. for an 18 month program, focus on global strategy
and IT through case studies, group research projects, analytical exercises, role playing, and lecture and discussion. Students
deliver written and oral presentations as well as engaging in computer modeling and analysis and corporate simulations.
Visit emba.fiu.edu for more information about this high-powered program.
The MSF program, which starts in January,
caters to working professionals who are looking to broaden their understanding of the domestic and global financial services
industry. The classes, held on Friday evenings and on Saturdays, emphasize ways to sharpen technical skills and master the
latest financial software applications. More details are available at www.fiu.edu/~msfft/.
According to Priscilla Ferreira (MBA '00), marketing manager for the Chapman Graduate School of Business's masters' programs, the year-long Master of Accounting (MACC) program will begin in the Pembroke Pines location in August, 2005.
.: FIDUCIARY RESPONSIBILITY HIGHLIGHTS NEW OFFICE OF PROFESSIONAL EDUCATION OFFERINGS.
In the wake of the Enron scandal, many
companies, corporate retirement plans, trusts, and foundations are being scrutinized more carefully than ever before. To help
individuals better evaluate potential investment opportunities, the Office of Professional Education (OPE) has added the
professional education seminar Managing Fiduciary Responsibility—Guide for Prudent Investment Practices to its January roster
of programs. In the seminar, participants will learn to determine if portfolio assets are being managed prudently and
monitored appropriately.
OPE has four other courses on tap for
January including its popular 12-week, Professional Business Management Certificate Program. The course, which covers a
dozen key business topics, prepares attendees to be more effective by helping them gain a framework of knowledge for making
informed business decisions on issues affecting a wide range of organizations today.
Other January-start programs include the
Human Resource Administration Professional Certificate Program, Customer Relationship Management Professional Certificate,
and Managing the Media Professional Certificate Program.
Management educators with business know-how
teach the programs, focusing on real-world experiences with practical applications. For more information about these and the
College's many other professional education offerings, visit http://ope.fiu.edu or call the Office directly at (305)
348-4217.
.: DOCTORAL STUDENT WINS KAUFFMAN FOUNDATION FELLOWSHIP.
Maija Renkco, the College's first doctoral student in entrepreneurship, has just been awarded a Kauffman Foundation Doctoral Fellowship for $25,000. This award represents yet another confirmation of the efficacy and increasing
recognition of Florida International University's Global Entrepreneurship Center. Visit
http://www.entrepreneurship.fiu.edu/ for news about the Center's activities and programs.
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Dr. James R. Giermanski (MIB '75), currently professor and chairman of the Department of International Business at Belmont Abbey College, has become a principal and CEO of Powers International, Inc. which provides supply-chain security solutions, consulting, and training, and has developed and patented the smart container. He currently provides transportation security lectures on C-TPAT, and other Customs and Border Protection (CBP) programs.
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Iene P. Rubio (BBA '93) is the marketing manager for Area 1 of the U. S. Small Business Administration, South Florida District Office.
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Eduardo R. Arista, PA (BACC '95) and Andrew M. Feldman, PA (BBA '94) have formed Arista and Feldman, PL.
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Jose Vargas (BBA '00 ), owner of MailCreations.com, Inc.—a leading provider of permission-based direct marketing solutions for FORTUNE 500 clients—announced his company has been acquired by Livedoor Co., Ltd., a Japanese corporation.
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Camille Khan-Bird (BACC '01) has joined Pamlico County in North Carolina as Assistant Finance Officer.
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Slenda Chan (EMBA '04) is owner and chief executive officer of Strategia Consulting Group, LLC in Miami.
Have exciting news to share?
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