The Development of Executive MBA Program at Institut Teknologi Bandung, Indonesia
DOI:
https://doi.org/10.11113/jt.v64.2258Keywords:
Benchmarking, customer intelligence, customer satisfaction, MBA-ITBAbstract
The purpose of this paper is to study universities which provide executives program on Master of Management (MM) or Master of Business Administration (MBA) both in Indonesia and overseas. This paper presents a benchmarking a study to compare processes, performance, best practices between Executive MBA Institut Teknologi Bandung (MBA-ITB) and the other universities. Besides benchmarking, the authors also used customer intelligence method to gather and analyze information regarding competitors by visiting universities in Indonesia. To manage and monitor performance of Executive MBA program, we measured customer satisfaction what products or services provided by MBA-ITB meet or surpass customers (executive students) and conducted in-depth interview to explore need and demand of executive students. The results of the study help to develop executive MBA program and to adopt learning process in other universities to be followed and implemented in MBA-ITB. The acquired knowledge has been partly adapted and adopted by papers. The main implication is the need to explore how MBA-ITB can efficiently and effectively adapt and adopt such knowledge from the results. This work provides effective assistance for development of executive program in MBA-ITB embarking on this benchmarking journey. The result of customer satisfaction provides an indication of how successful MBA-ITB is at providing products and/or services to the students.
References
Codling, S. 1996. Best Practice Benchmarking: An International Perspective, Gulf Publishing, Houston, TX.
Collins, T. R., Rossetti, M. D., Nachtmann, H. L. and Oldham, J. R. 2006. The Use of Multi-Attribute Utility Theory to Determine the Overall Best-In-Class Performer in a Benchmarking Study. Benchmarking: An International Journal. 13(4): 431–46.
Geyskens, I., Steenkamp, J-B.E.M. and Kumar, N. 1999. A Meta-Analysis of Satisfaction in Marketing Channel Relationships. Journal of Marketing Research. 40: 223–38.
Haag, Stephen. 2006. Management Information Systems for the Information Age. Third Edition. McGraw-Hill Ryerson.
Harrison, R. T., Leitch, C. M., and Chia, R. 2007. Developing Paradigmatic Awareness in University Business Schools: The Challenge for Executive Education. Academy of Management Learning and Education. 6(3): 332–343. ISSN 1537-260X (doi:10.5465/AMLE.2007.26361624).
O’Dell, C. 1994. Out-of-the-box Benchmarking: Continuous Journey. American Productivity and Quality Center, available at: www.apqc.org/free/articles/dispArticle.
Woodruff, R. B. and Flint, D. J. 2003. Research on Business-To-Business Customer Value and Satisfaction. Advances in Business Marketing and Purchasing. 12: 515–47.
http://www.maranatha.edu [accessed 12 October 2012].
http://www.unpar.ac.id [accessed 12 October 2012].
http://www.esade.edu/mba [accessed 13 October 2012].
http://www.pmbs.ac.id/s2 [accessed 13 October 2012].
http://www.insead.edu/mba [accessed 13 October 2012].
http://www.bbs.binus.edu [accessed 12 October 2012].
http://www.mba.hec.edu [accessed 16 October 2012].
http://www.sbs.ox.ac.uk [accessed 14 October 2012].
http://www.london.edu/programmes/mba [accessed 15 October 2012].
http://www.unpad.ac.id [accessed 14 October 2012].
http://www.ppm-manajemen.ac.id/magister-manajemen [accessed 12 October 2012].
http://www.um.edu.my [accessed 16 October 2012].
http://www.imtelkom.ac.id/[accessed 14 October 2012].
http://www.maranatha.org/Template_Load.aspx?PageID=242[accessed 16 October 2012].
http://www.mmugm.ac.id/[accessed 12 October 2012].
http://bschool.nus.edu.sg/[accessed 14 October 2012].
http://www.iimahd.ernet.in/[accessed 14 October 2012].
http://www.wharton.upenn.edu/[accessed 14 October 2012].
http://www.uq.edu.au/[accessed 14 October 2012].
http://www.harvard.edu/[accessed 14 October 2012].
http://www4.gsb.columbia.edu/emba[accessed 15 October 2012].
http://www.mba.monash.edu.au/[accessed 17 October 2012].
Downloads
Published
Issue
Section
License
Copyright of articles that appear in Jurnal Teknologi belongs exclusively to Penerbit Universiti Teknologi Malaysia (Penerbit UTM Press). This copyright covers the rights to reproduce the article, including reprints, electronic reproductions, or any other reproductions of similar nature.
