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Professor develops simpler, more accurate way to measure customer satisfaction.
While most companies today routinely
survey their customers (and suppliers and employees) to gauge their satisfaction with people, products, service, image,
access, delivery and so on, the results aren't always as accurate or as helpful as they could be. Steve Zanakis, a professor
in our Decision Sciences and Information Systems Department, has found that, in many instances, surveys ignore customer
relationship management issues, are shoddily designed, rely on biased sampling, yield poorly-analyzed data, and fail to
pinpoint clear paths for improvement.
"By far the biggest mistake is neglecting
to link client satisfaction to client perception of value," he said. Companies tend not to measure the degree of
importance or value a customer attaches to each question about satisfaction because doing so would double the size of the
questionnaire.
Zanakis has devised a solution to this
problem through his innovative "preference disaggregation approach." Not only does his method-which estimates respondents'
value-satisfaction trade-offs and asks only proper satisfaction questions, thereby keeping the questionnaire short-identify
strengths and prioritize opportunities for improvement, it has done so quite accurately every time he's put it to the test
for an organization. To find out more, e-mail zanakis@fiu.edu.
.: Ocean Bank presents College with $1 million gift.

Joyce Elam,
executive dean of the College of Business Administration (CBA) and José de la Torre, dean of the CBA's Alvah H. Chapman Jr. Graduate School of Business, accepted a $1 million gift from Ocean Bank at a reception held
Thursday, January 15, at the University House, home to FIU's President Modesto A. Maidique. The contribution,
which will be used to build the auditorium in the CBA's new business building complex, is the largest single
donation to date made by Ocean Bank and reinforces its commitment to supporting education within the local
community.
Ocean Bank
executives, including President and CEO Jose Concepción and Director and Executive Vice President Rolando
Bichara, along with 50 of the bank's FIU alumni, presented the gift.
"We are delighted
to present this gift to the College of Business Administration, since Ocean Bank is a true hometown bank and
FIU serves our hometown in so many important ways," said Concepción. "For more than 21 years, Ocean Bank has
embraced education as one of the most important causes in this community, and we are delighted to forge this
public-private partnership that will make an impact on the education of generations to come."
According to Elam,
as a result of dwindling public funding and the ever-growing population it serves, the CBA relies
increasingly on corporate gifts to make expansion and development possible.
To view some clips
of media coverage of the event, click here.
.: Joint degree programs bring more options to graduate students.
This Spring
semester marked the launch of a new joint degree program leading to both a Master of Business Administration
(MBA) and Master of Science in Finance (MSF). The program enables students to obtain both degrees in
significantly less time than it would take them if they pursued the degrees consecutively. The joint program
would require a total of 73 credit-hours to complete, while taking the two programs separately would require
a combined total of 88 credit-hours. MBA students who have taken nine credits of courses in the MSF program
can obtain their MSF degree with an additional 18 credits, while an MSF student who has taken six credits of
MBA core finance courses can obtain an MBA degree with only 40 credits.
In place as well is
a joint MBA/MA in Latin American and Caribbean Studies (MALACS) degree program which enables students to earn
both degrees simultaneously in less time than if they pursued the degrees separately. A similar joint degree
program leading to both an MBA and a Master of Science in Information Systems (MSMIS) is scheduled to launch
this coming Fall. Other such programs are in the planning stages.
For more
information about joint degree programs, contact the Chapman Graduate Admission and Student Services office.
.: College welcomes new appointees.
| Executive Professor in Management and International Business Edward W. Glab has joined the College after retiring from ExxonMobil, where he worked for more than 25 years. Formerly a member of the College's Dean's Council, Glab will be involved in a number of initiatives in the College. He has a background in international business, education, media, and government service. While at ExxonMobil, he held a variety of positions in public affairs, including political risk; government and community relations; new business development; media relations; corporate marketing and advertising, and emergency response, among others. |
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Also joining the College recently is Clinical Professor of Management and International Business Jerry Haar, formerly Director of the Inter-American Business and Labor Program at the North-South Center, University of Miami. He has held visiting appointments at Harvard, Stanford, and the American Enterprise Institute and was a research associate at Columbia University and a Fulbright Scholar at the Fundação Getúlio Vargas in
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| Barry Johnson, development officer in University Advancement, will be working on the College's fund-raising efforts in the area of major gifts. He came to FIU from AT&T, where he was vice president for corporate affairs for the company's Florida operations, based in Miami. His AT&T career began with Southwestern Bell in Springfield, Missouri, and included assignments at Southwestern Bell's general headquarters in St. Louis, AT&T's regional headquarters in Atlanta, the company's Florida sales operations in Fort Lauderdale, and the company's corporate Florida headquarters in Miami. |
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David Wernick, research director in
the College's Knight Ridder Center, again presented the findings of his study on the impact of Homeland Security initiatives
on South Florida's business community at a half-day conference at the Biltmore, co-presented by the College and the Greater
Miami Chamber of Commerce. The event provided a forum for representatives from business and government to discuss pending
regulations, which are of serious concern to South Florida's businesses. Wernick also has briefed the Governor's Council
of Economic Advisors and the International Board of Enterprise Florida about the findings of his research.
At 1:00 p.m. on February 16, Richard
Ives will interview Wernick and Executive Dean Joyce Elam, who conceptualized the study, on WLRN radio's "Topical Currents."
Be sure to tune in. For previous coverage of the study, click here.
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.: Business alumni in Jamaica launch College's first international chapter.

José de la Torre, dean of the Chapman Graduate School of Business, and Beverley Williamson (EMBA '03), president of the new Jamaica Business Alumni Chapter, unveil the Chapter's new banner in Kingston, Jamaica.
Special guests who addressed the more than 100 alumni and friends at the January 24 launch of the College's Jamaica Business Alumni Chapter included Dr. The Hon. Donald Rhodd, Jamaica's Minister of State, Ministry of Education; José de la Torre, and Monique Catoggio (EMBA '03), director of alumni and partner relations for the College. Already, the new Jamaica Business Chapter has adopted the Homestead School for Boys in Kingston, plans to develop an advisory board comprised of alumni, and will partner with the Business Alumni Chapter in Miami to offer the first International Trip for College alumni.
.: College's leaders and Jorge Arrizurieta, Florida FTAA's COO, address alumni at the Chapter's Annual Meeting.
More than 70 College alumni gathered
at the Miami Airport Hilton on January 15th for the Chapter's Third Annual Membership Meeting. Manny Pravia
(MST '92), the Chapter's vice president, and Monique Catoggio (EMBA '03), the College's director of alumni and
partner relations, updated attendees on the Chapter's many successes during the year. In her remarks to the group, Executive Dean Joyce Elam said, "I remember when there were just five of you at these
events-look how far we've come!"
Chapter members also had the
opportunity to listen to special guest speaker and COO of the Florida FTAA Jorge Arrizurieta talk about the
impending Secretariat decision and the positive impact hosting it in Florida would have on our state.
At the meeting, Pravia announced the
Chapter's Refer-A-Member Campaign, through which current members can win gifts for referring new members to
the Chapter. Among the prizes is a 2-night stay at Atlantis Paradise Island in the Bahamas! To participate in
the campaign, visit the Chapter's Web site. The campaign ends on March 8th.
.: Help us lead! We will follow: Prepare for the 2004-2005 Chapter Elections.
Each Spring, the College's Alumni
Chapter begins seeking nominations for its Board of Directors, who help set the direction and vision for
building the Chapter and give much-needed, hands-on assistance with the development of Chapter membership,
sponsorships, and programs. Nomination forms will be available on the Chapter's Web site beginning February
12th. Nominations will close on March 19th; voting will begin on March 22nd and close on April 30th.
The positions available include:
President, President Elect, Vice President, Treasurer, VP of Chapter Programming, Secretary, and Historian.
Make sure your Alumni Chapter
continues to provide you with personal and professional benefits. Nominate yourself or a fellow CBA alumnus/a,
and/or vote on those candidates you feel can keep the momentum going. Your vote counts! Questions? Call the
College's Office of Alumni and Partner Relations at 305-348-4227 or e-mail cbalums@fiu.edu.
.: Business Chapter hosts mixer at Chispa in celebration of Valentine's Day.
Come to Chispa
Restaurant & Bar in Coral Gables on Thursday, February 12th, from 6:00 p.m. to 8:30 p.m., to
celebrate Valentine's Day with other College alumni and friends and help the Chapter launch
its 2004-2005 Board of Directors nominations process. Special thanks to Oleomed for
sponsoring the hors d'oeuvres and to Chispa for the drink specials. Roses will be available
for sale. To RSVP, visit the Chapter's Web site.
.: CBA Alumnus and CFO of Click Pharmacy will speak at Chapter's Quarterly Breakfast.
Join the Chapter for high-level networking and discussion at its Quarterly Business Card Exchange Breakfast on February 24, 2004, at the Miami Airport Hilton. Special guest speaker, Rick Escudero (BBA '92, MAcc '93), executive vice president and CFO of Click Pharmacy, will explain why the firm's "dot com" business prospered and provide strategies for how entrepreneurs and new Web-based companies can succeed today. In his talk, entitled, "Five Cornerstones of e-Commerce Success", Escudero also will discuss the challenges that companies in healthcare-related industries face. Don't miss it. Admission is complimentary for members; $20 for non-members, and complimentary for College alumni who join the Chapter at the event. To RSVP, visit the Chapter's calendar of events on its Web site
and click on the Feb. 24th link.
.: College welcomes its two newest Alumni Circle members.
Marc Poliquin (EMBA '03), 2nd
Vice President and D&O Liability Product Leader, ERC Group/GE.
Daniel Linares (BA '93,
MBA '98), Vice President/Financial Sales Leader, Wachovia Bank, N.A.
The Alumni Circle is a group
of senior-level alumni who work closely with the College's administrators and deans to develop programs
and initiatives that help to achieve the College's goals. Circle members also serve as mentors to students
in the College. To learn more about the Circle, call Monique Catoggio (EMBA '03) at 305-348-4227 or visit
our alumni Web site.

- Fabian Perez-Crespo (EMBA '02) was
elected vice president of marketing and Edgar Ceballos (EMBA '02) was elected secretary
for the South Florida Chapter of NSHMBA.
- Claire Hurtubise (IMBA '02) and
Melisa Lopez (IMBA '02) have started a new business-Mr. Roses, a marketing and sales
company which imports and distributes fresh-cut, high-quality roses directly from a
farm in Ecuador. To view their selection of roses, visit http://www.mr-roses.com.
- Deborah P. Morrison (MST '02), has
joined Miami accounting firm Kaufman Rossin and Co. as tax manager. In this role, she
will provide professional services to high net-worth individuals and privately held
businesses.
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