Monday, February 1, 2010

EDS Senior Faculty were invited by Palawan State University international guest presenters at the 2010 Annual Faculty Conference

EDS Senior Faculty were intivted by Palawan State University international guest presenters at the 2010 Annual Faculty Conference

Two senior faculty from EDS Business School, Malaysia, Dr. Lee Karling and Dr Arivalan Ramaiyah were invited by Palawan State University as international guest presenters at the 2010 Annual Faculty Conference held on 25-27 January 2010 at their main campus at Puerto Princesa City, Palawan, Philippines. The theme of the conference was Building Bridges, Sustaining Excellence.

As stated about the institution, Palawan State University has amply fulfilled its promise to lead the way particularly on its 27th year. Although it started in March 1972 as Palawan Teachers' College, evolving into Palawan State University by virtue of R.A. 7818 signed on November 12, 1994 it has slowly blossomed into a university that is serving not only the private sector but the government and community as well, with the unflagging support of the staff and unwavering dedication of its faculty to serve the needs of a mushrooming and discriminating clientele. The university is now being acknowledged as a major influence not only in the province but in the region as well.

Participation at Palawan State faculty conference gave EDS Business School an opportunity to share the latest management and leadership knowledge as part of its ongoing Community Service Project. Prof. Dr. Lee Karling shared current knowledge on talent management from a university’s perspective and Prof. Dr Arivalan Ramaiyah shared knowledge on creating a world class institution via service quality.

Talent Management
For universities and colleges, Dr. Lee Karling indicates, the limits of talent among the faculty reflect the limits and capabilities to build talent into the students. Vacancies and shortages in faculty talent must be effectively addressed by an institutional talent management program.

Dr. Karling discussed that statistics show that one in three businesses fail due to poor hiring decisions and an inability to attract and retain the needed talent. It is very costly to recruit and train new talent and even more costly to work around an underperformer on the job. A school that continually fails to attract and retain good talent experiences declining productivity, morale, culture and reputation.

Dr. Karling examined the importance and processes for building and measuring talents to enhance overall quality of work and develop high potential faculty. The participants brainstormed what faculty traits are essential to be high potential, ensuring a “high performing culture” within the University.

The workshop explored details and strategies for recruiting and retaining talented faculty, including changing the organizational mindset for the better, establishing a reward management system, a talent succession plan, and a talent environment across the institution. Dr. Karling assured the participants that “the university’s reputation depends upon the level of success of its ability to recruit and retain top level talent.”

Service Quality
An educational institution must instill a culture of service quality across its departments and programs. Educational leaders who do not seek and retain the knowledge on creating a world class institution via service quality experience high degrees of frustration in advancing the reputation of their university or college.
Dr Arivalan share his knowledge on creating a world class educational institution by covering the knowledge of the experts in the field of service quality, including W. Edward Deming, Joseph Juran, Philip Crosby, Armand Feigenbaum, Karou Ishikawa, and Genchi Taguchi. Participants examined the dimensions of service quality including: reliability, responsiveness, empathy, tangibles, and assurance, and the relative importance of these dimensions across industries, including higher education.

The workshop assessed what customers expect and what they want and clarified that service quality determines matters such as customer satisfaction and loyality, competitive advantage, the health and stress level of the work environment, and the level of customer complaints and grievances. Dr. Arivalan reminded the participants that a customer who has had a problem resolved by a company will tell about 5 people about their favorable outcome.

The participants reviewed the vital importance of matching organizational structure with strategies. Organizational structure specifies the firm’s formal reporting relationships, procedures, controls, and its authority and decision-making processes. Dr. Arivalan also provided information on types of staff strengths and weakness, including personality traits and attitudes, and work habits, and pointed out the important keys to effective interaction with customers and the psychology for efcetive handling of customer complaints.

News by EDS Team @ 1 February 2010.

You are welcome to contact EDS Team at +604-3984306 or email at for more information about our "tuition free" 7-day International Residential Advanced Management Programs, or seeking international collaboration / affiliation with EDS Business School.

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