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Does
service excellence mean higher cost?
Not so, say dons
 Over
a hundred alumni, students and members of the public turned
up to listen to our professors’ analysis of Singapore
Airlines’ success story. The enthusiastic crowd packed
the Hon Sui Sen Auditorium to catch first-hand the secrets
to “Cost Effective Service Excellence” from the
three speakers, NUS Business School’s Associate Professors
Jochen Wirtz and Nitin Pangarkar, and Dr Loizos Heracleous
of University of Oxford.
The talk, held on 18 January, was based on a
book by the three speakers “Flying High in a Competitive
Industry–Cost Effective Service Excellence at Singapore
Airlines” launched at the event.
In the book, published by McGraw-Hill, the authors
delved into how SIA could maintain its high service standards
and yet keeping its costs low. Areas examined included SIA's
strategy, core competencies and internal organization, innovation
processes and human practices.
Dr Heracleous drew lessons from Singapore Airlines
that could be applied to achieve competitive differentiation;
while Assoc Prof Wirtz expounded on the importance of service
excellence and cost effectiveness. Assoc Prof Nitin Pangarkar
provided an overview of the aviation industry, and why service
excellence matters even in such a transaction-based, price-sensitive
and highly competitive environment.
Within a month of its launch, the book climbed
to Top 3 at Times Bookstores in Singapore, and was identified
as one of the Top 3 Bestsellers at Changi Airport.
Click here
to find out more from the authors themselves.
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Mak
Yuen Teen appointed board of New NKF
 Associate
Professor Mak Yuen Teen, co-director of the School's Corporate
Governance & Financial Reporting Centre, has been appointed
to the board of the National Kidney Foundation and a member
of its Audit Committee with effect from 17 January 2006.
Aside from this latest appointment, Assoc Prof
Mak has been invited to be a judge for the CFO of the Year
and Best Investor Relations Awards, two of the four awards
under the Singapore Corporate Awards organised by the Singapore
Exchange and The Business Times.
Assoc Prof Mak is currently a board member and
Vice Chairman of SATA, Chairman of its Governance and Nominating
Committee, and a board member of the Financial Industry Dispute
Resolution Centre Ltd (FIDReC).
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Catherine
Tay re-appointed member of NHG
 Associate
Professor Catherine Tay has been re-appointed as Member to
the National Healthcare Group (NHG) Domain-Specific Review
Board from 1 April 2006 to 31 March 2009.
The NHG Review Board is tasked to review the
scientific and ethical aspects of research protocols. The
Board also evaluate the safety of the ongoing clinical trials
or research studies; as well as ensure that all ongoing clinical
trials and research studies are carried out in accordance
with the Singapore Good Clinical Practice Guidelines and standards
specified in the NHG Domain-Specific Review Board's Standard
Operating Procedure.
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New
Staff
We would like to extend a warm welcome to our
new colleagues:
- Mr Kevin Chang
(Director, Corporate Development & Communications)
- Ms Jeanine Chen
(Alumni Relations Manager, Corporate Development & Communications)
- Ms Zann Foo
(Student Development Manager, MBA Programs Office)
- Ms Emily Ng
(Business Development Manager, MBA Programs Office)
- Ms Noorhayati Binte Supari
(Executive, Corporate Development & Communications)
- Mr Yong Khee Ming
(Senior Manager, MBA Programs Office)
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