1. Professor Michael Osbaldeston Director of Quality Services, EFMD, Belgium and Former Dean of Cranfield School of Management, UK Service Innovation in Business Schools AAPBS Annual Meeting 2012 27-28 November 2012 UTM, Kuala Lumpur, Malaysia

2.  An international, not-for-profit, institutional membership organisation of business schools and corporations based in Brussels, Belgium, and an office in HK  Currently with 788 members from academia, business, public service and consultancy across 80+ countries  A mission to promote and enhance excellence in management education and development internationally  “Bridge” between the corporate and management education worlds What is EFMD?

3. EFMD Membership Worldwide Total: 788 members across 80+ countries

4.  Well known for its accreditation processes:  EQUIS – EFMD Quality Improvement System covering all the School’s activities  EPAS – EFMD Programme Accreditation System covering individual programmes  A new development system – EDAF – EFMD Deans across Frontiers to help schools in their development  Other activities:  Networking events, eg conferences  Advisory Seminars  Research, Surveys and Information  Projects EFMD Activities

5.  a new customer interaction channel  a new service delivery system  a technological innovation in the service process  new forms of operation in the supply chain  new ways to organise and manage services  or some combination of these - which benefits both the service producer and the customers/clients What is Service Innovation? (Source: Finnish TEKES/research agency)

6.  permanent decline or feature of economic conditions?  Rise of Pre-Experience and Specialist Masters  Consortium Global EMBA  Hybrid Degrees  Online and Blended Learning Example University of Sydney EMBA (http://sydney.edu.au/business/globalEMBA) The Uncertain Future of the MBA

7.  Increasingly Customised  Blended, Modular Delivery  Research, Development and Innovation  Consortium Provision Example: Shell Project Management Academy  Partnership with Corporate Universities  ExecEd and Strategy/OD Consulting  Offshore Locations  Client Relations Management What Do Clients Expect from Executive Education?

8.  Website marketing Example: “GenerationWeb” by CarringtonCrisp, EFMD and ABS  Social networks Example: University of Otago B.S. using LinkedIn to provide mentors for every MBA student (http://www.otagomba.com/mentor_profiles)http://www.otagomba.com/mentor_profiles  iTunesU Example: The Open University  launched in 2008; 1309 days up to January 2012  44m downloads of material  >5m visitors downloading files (292,000 per week!)  90% of visitors from outside UK  1 in 33 downloaders go on to visit OU website How To Use Social Media?

9.  Career counseling  CV preparation  Interview skills  Career fairs  Internships/projects  Job placement  On-going careers guidance Example: NUS BS “total preparation” approach Developing Career Services

10. “Alumni are sometimes the most undervalued and underutilised asset available to a business school.” School Benefits:  student recruitment  mentoring  business speakers  internships/jobs  fundraising (Centres, Chairs, Scholarships) What Do Alumni Want? (1) (Source: “Alumni Matters 2012”, CarringtonCrisp)

11. Alumni Expectations:  career networking  new job opportunities  classmate contacts  new business thinking  support for school Aim to satisfy BOTH alumni wants AND school needs What Do Alumni Want? (2)

12. Managing Quality Assurance and Continuous Improvement branding innovation rankings Reputation Internationalisation Accreditation QUALITY curriculum students, faculty, clients, etc. partnerships & alliances EQUIS, EPAS, EDAF AACSB AMBA national systems

13. Thank you Q&A Discussion to follow www.efmd.org