Value Disciplines + Growth Phases

As University of Saint Joseph is a local high education institution. It’s main product is “service”, USJ would like to pay more attention on the quality of education, so that they hired many qualified professors from different places in order to increase the general quality of customer service (students). However, USJ seems to be a customer intimacy rather than product leadership according to the Treacy Wiersema. The university doesn’t only focus on value of every single transaction but also the long term value from its customer. Such as, for all under-graduated students, university would like to provide them better courses and ask them to stay in the university for taking master course as well, or Master to Doctor. Here is a example here, actually university won’t spend time on helping student to find a job, but USJ will hold “Career Day” and it also will try to invite more companies come to university for providing more job opportunity or choices to the student. This kind of work is extra service from USJ. It should be a individual work, but now USJ help them to due with owing to build up customer loyalty with customer. As the result, I think that USJ is mainly focus on “Customer intimacy”

According to the situation of USJ, I think that it belongs to Creativity, because compare to the scale of some old universities in Macau, the total student number of USJ is far less than others, and also USJ promote its unique selling points is that it’s the only one which is running western style and small class teaching in Macau. It’s one of the characteristic of creativity step in the theory. On the other side, some time it shows that its mission and vision is against to its operation. Here is an example, owing to keep the student, USJ seems giving more power to student, actually complain is one way to communicate with student or know something about the lecturer, but it’s not always truth. Some of the lecturer afraid of complain, they may just ignore the performance of student but still give them higher marks; it may against the mission and vision given by USJ.