Changer Game gustavson school of business championship run championship Sharon Butler’s

Ma ga zine spring/ Dean Ali’s Last Play Strategy summer 2012 for Suits for Sports Sports

PM40065475 Contents Features Top of Her Field 12 It’s a whole new ball game for marketing whiz Sharon Butler. Working Green BC’s sustainability businesses are 16 packed with Gustavson grads. 12 The Dastmalchian Decade 18 We sign Dean Ali’s yearbook. Spotlights 10 A New Language for Economics Dr. Paul Summerville links national prosperity to social justice. 20 Top of Class 30 Elango’s teaching chops garner national attention. 21 Bridging Cultures Monica Antunes: teacher, traveller, singer, ally. 22 Making it Work a Distinguished Alumnus waves the maple leaf in Hong Kong. 23 Get ’em in the (Buying) Mood How online brand champions increase sales. 28 Seeing the Forest and the Trees Meet our Jarislowsky East Asia (Japan) Chair. 29 Bringing Up Leaders Mentorship takes a village. Departments 5 Message from the Dean The world looks different because of you. 16 6 Biz Bites a carrotmob victory. Plus: Jann Arden’s people call our people. 9 Reading Room Top titles on strategy and self. 10 Giving Back The DEYA dinner reinvests in student entrepreneurs. 15 Faculty Research What business types can learn from Moneyball. 24 Class Notes The latest alumni career moves and updates. 30 Back of the Class The best of times. The worst of times. Group projects. Gulp. 31 View from Exchange Derek Juno’s stunning photo of Budapest, Hungary. On the cover: Sharon Butler (BCom ’95) hoists the Grey Cup at BC Place Stadium. Photo by venturi+karpa. Business Class | PETER B. GUSTAVSON SCHOOL OF BUSINESS 3 GUSTAVSON SCHOOL OF Business Alumni Magazine | University of Victoria spring/summer 2012 Message from the Dean Business Class is published biannually for: Peter B. Gustavson School of Business University of Victoria The world will always look different 3800 Finnerty Road Victoria, BC V8P 5C2 Canada

Phone: 250-721-8264 Website: www.uvic.ca/gustavson At the end of June, my second term as Dean of the Gustavson School of Business will be complete. It has been an amazing journey and one for which I am grateful to each and every one of you. Over EDITOR Krista Boehnert the last decade it has been my honour and privilege to collaborate with my colleagues and mem- Managing EDITOR Kirsten Rodenhizer CONTRIBUTING EDITOR Dianne George bers of our community to achieve the goals we set out for the business school together. I am proud ART DIRECTOR Scott Laurie of our accomplishments. Everything we have done has truly been a group effort. I could not have Contributors Krista Boehnert, Brad Buie, Robin Dyke, succeeded as dean without the support of the faculty, the university and the business community. Pat Elemans, Dianne George, Rachel Goldsworthy, Lana Mador, Rachelle LeBlanc Quiney, Simon Rose, For a bunch of dreamers, we’re goal Tiffany Sloan, Christian Van Buskirk oriented, too. We’ve created a busi- Editorial Board Dale Beckman, Krista Boehnert, ness school with a heart. Through all Robin Dyke, Pat Elemans, Dianne George, Cristy Hartman, Gwen Page of our changes, from different names production manager Suzy Williamson to EQUIS and AACSB accreditations, studio manager Kristina Borys we’ve stayed true to our core values assistant studio manager Mandy Lau of providing a business education PRODUCTION Systems Manager Kim McLane ADVERTISING PRODUCTION Allison Griffioen, with hands-on experience. We use a Mandy Lau, Chris Sherwood broad-based approach that integrates Electronic imaging Debbie Lynn Craig, different skills across disciplines and Bernhard Holzmann, Laura Michaels Senior account representative Jennifer Hanley fosters a socially and environmentally responsible global approach to prob- For advertising please contact Jennifer Hanley at 604-639-3796 or [email protected] lem solving. This philosophy is the heartbeat of the school. It’s what dif- ferentiates us in the marketplace and what made me feel excited to get up every morning to come to work. Looking back over the past decade, I admire how much we’ve grown—not only in the number of faculty members, which now nears Canada Wide Media Limited 4th Floor, 4180 Lougheed Highway, 50, but in the student body as well. With the addition of our PhD and MGB programs, as well as a Burnaby, B.C. V5C 6A7 fifth cohort for the BCom program, our little business school on the West Coast has truly come of Phone: 604-299-7311 Fax: 604-299-9188 age and begun a renaissance as a leading business educator in Canada and the world. Email: [email protected] I always challenged myself to live up to our tag line, “the world looks different from here,” and I’ve

Chairman & CEO Peter Legge, O.B.C., LLD (Hon.) come to realize that the best embodiment of this sentiment is you—our students and alumni. My President Karen Foss time with you in the classroom, and at events, I will always cherish. Your enthusiasm for life, your Vice President Production Corinne Smith Vice President Samantha Legge vision of endless possibilities, your passion for the positive impact of business on society and your Vice President Editorial Kathleen Freimond constant pursuit of excellence have inspired me, in my own life, to always be the best that I can be. Vice President finance Farnaz Riahi Vice President Rebecca Legge As the business school begins a new chapter with another at the helm, it’s like any great book: I can’t wait to turn the page and see what happens next. I know it will be exciting and that it will

Business Class is the alumni publication of the University of keep me—and you—every bit as entranced as we’ve been for the past 10 years. Victoria Gustavson School of Business. Your comments are welcome. Please write to us: University of Victoria, 3800 Finnerty Road, Victoria, All my best to you, and my heartfelt thanks for your help and support during my tenure. BC V8P 5C2 www.uvic.ca/gustason Tel: 250-721-8264 Fax: 250 721-6613

Business Class magazine is published biannually by Canada Wide Media Limited for the Gustavson School of Business, University of Victoria. No part of this magazine may be reproduced without written permission of the publisher.

Phone: 604-299-7311. Fax: 604-299-9188. Mail: 4th Floor, 4180 Lougheed Hwy., Burnaby, BC V5C 6A7. Ali Dastmalchian Canadian Publications Mail Product Sales Agreement No.40065475. Professor and Dean [email protected]

Photo: UVic Photo Services Business Class | PETER B. GUSTAVSON SCHOOL OF BUSINESS 5 Photo: Page One Publishing the Alacrity Foundation. Foundation. Alacrity the and company) Matthews’ Terence Year Sir of the Entrepreneur Distinguished (past Wesley Clover UVic, with partnership in Council Innovation BC the by 2009 in established was which program, Enterprenership@UVic two-year the higher than normal for a community of that size. size. of that acommunity for normal than higher times 24 engagement in resulting ultimately hours, few first the in target participation its double than more reached campaign The themselves. for copy autographed an win and book her of chapter first the read to friends 10 get to fans Facebook Arden’s 22,000 challenged They approach? Their followers.) their with engage and traffic web on tabs keep companies help to Backwards Falling book, new of her promotion the Arden—managing Jann artist recording Canadian than other none for test the to products their put they assignments, first of their one

6 A To Alumni YUPIQ 2011Entrepreneurship@UVic grads YUPIQ Picks Arden Jann bi

Volker BC MBA gra YUPIQ University v z bites om gra e ta rag —a social media monitoring service—with a bang. As As abang. service—with monitoring media social —a s, s, is the first fully formed company to emerge from from emerge to company formed fully first the is have launched launched have Torben Werner and Crowe Jeff l GUSTAVS . ( YUPIQ e A of Vi c d d s  g t offers a suite of tools of tools asuite offers s  oria | e

spring/ Women Men Women Men O summer 2012 Arithmetic N GRADS

Will Fraser Will

32.9 31.7 40.8 39.6 

Logan , Logan

4,352 Curr Romania, Sweden India, Indonesia, Norway, Austria, Netherlands, Brazil, Cayman Islands, Malaysia, South Korea, Australia, Japan, China, Spain, France, Germany, provided by our advisers at the Alacrity Foundation.” Alacrity the at advisers our by provided leadership solid and space office training, leadership, the from parts working the all without possible been have would which of none program, this from stemming of success example first the be to “We’re pleased YUPIQ. at director marketing Fraser, today,” Will are we says where to get us helping in 20% 80% “The entrepreneurship@UVic program has been instrumental instrumental been has program entrepreneurship@UVic “The e nt

I C nternational Geo ana d grap a h Team YUPIQ: (left to right) Jeff Crowe, ic Torben Werner, Logan Volkers and D Will Fraser. Lookin’ smart, boys. UK, US, UK, istri b uti o n

Photos: UVic Photo Services; iStock Carrot- Up to 60 more students more Up to 60 George Dianne By We Here Club Sustainability Society Commerce Students’ The Goldsworthy Rachel By she says. she cocktail,” juice carrot signature the including drinks, and food delicious the enjoy to down come all tourists and Victorians local faculty, students, “We had outcome. the with pleased [Traverse].” Mike and Linsi especially team, carrotmob the to thankful more be couldn’t “I Hof. says $3,000. by Hof’s goal Steve owner Sauce year—exceeding last Inn Fernwood at carrotmob approach). stick” of the instead “carrot (the changes responsible socially making abusiness for money, exchange in spend and masse en converge to offers agroup wherein boycott, of reverse aform are 21. Carrotmobs March restaurant the at abite. took Restaurant Sauce Victoria’s and spring, this carrot juicy big, another dangled provost Reeta Tremblay. Reeta provost and academic president vice- says demand,” the accommodate can we that pleased very are we consequently program; BCom the in seat available every for applicants qualified three cent. of 25 per increase year—an per students 300 to 240 from program of the capacity the raises 2012. This September in starting program BCom of the one year to admitted Linsi Comfort, Sustainability Club co-director, was just as as just was co-director, Club Sustainability Comfort, Linsi my perspective,” from success amassive was “Carrotmob group’s the than more $9,000—$1,000 in raked event The carrotmob successful most and third its hosted club The The Sardul S. Gill Graduate School School Graduate S. Gill Sardul The least at has school “The Grow

will be be will Topped!

initiatives to make Sauce more environmentally friendly. environmentally more Sauce make to initiatives on spend to Hof pledged $9,000, which than more spent that Idid.” Iknow time. agreat have to seemed who people, like-minded of outstanding, full aroom had The event, complete with live music and prizes, drew a crowd acrowd drew prizes, and music live with complete event, The “we goal,” Hof added, [dollar] our exceed we did only “Not has enhanced its double-degree programs by adding an an adding by programs double-degree its enhanced has Business MBA School of Global Management to complement complement to Management of Global School its its + Master of Global Business program will offer offer will program Business of Global Master Class MBA ME three more global study locations for for locations study global more three ng, ng, the new intake. Students can choose choose can Students intake. new the | + path one, studying at UVic and and UVic at one,studying path JD PETER B. GUSTAVSON SCHOOL OF BUSINESS MBA their degree. their then moving to Taiwan to attend attend to Taiwan to moving then global internship to complete complete to internship global . Also starting in September, the the September, in starting . Also National Sun Yat-Sen University Yat-Sen Sun University National + institutions, then undertake a undertake then institutions, MS Johannes Kepler University. University. Kepler Johannes at in Austria finishing and students from these partner partner these from students new path two, which starts starts which two, path new the choose can Or, they c, and and c, at UVic, but then moves moves then but UVic, at students study alongside alongside study students and Sungkyunkwan Sungkyunkwan and University Business Business University School in France France in School Business Rouen the to In all cases, UVic UVic cases, all In School in Korea. Korea. in School MBA + Thunderbird +Thunderbird bi you’ve got a tasty carrot? Who needs a stick, when when Who needsastick, Warrington, third-year z bites This guy gets it: Neil BCom student.

7 Photos: iStock; UVic Photo Services JDC West: (1994 to 1996), associate professor in the the in (1994 professor 1996), to associate of Singapore University National the at Administration, of Business Faculty of Marketing, fellow, Department (1996 2001), to senior Johannesburg of Witwatersrand, University the at of Business School Graduate the at aprofessor was he UVic, at arrival his to Prior 2004. since programs executive of director the 2002, and since business of international champion the been has 1. July term his commences He spring. this Gustavson of dean appointed was who Business, of International Professor Lansdowne de Commerce ( Commerce de 8 Congratulations to Dr. Klein Saul H in the Klein Dr. Saul Gustavson’s BCom team bi recognizes the efforts of the entire team based on attendance, attendance, on based team entire of the efforts the recognizes which participation, in first placed of 47 also team The accounting. in athird and resources human in a second category, non-profit the in afirst earned students Gustavson competitions, case academic the In commitment. charity and capability social athletics, academics, including of leadership, areas several on focuses challenge annual This Edmonton. in Klein joined Gustavson in 2001. He in Gustavson joined Klein University z bites Mission Accomplished Mission ouse of Vi c JDC t ) West Business Competition this January January this Competition ) West Business oria | spring/

took top honours at the 2012 Jeux 2012 Jeux the at honours top took summer 2012 ,

Dr. Saul Klein, new dean of the Gustavson school. He holds holds He (1986 1993). to University Northeastern Administration, of Business College the at of marketing professor assistant and (1993 1994) to University Forest Wake at of Business School Graduate Babcock enriching experiences to students outside outside students to experiences enriching and unique providing and excellence of Jerusalem. University Hebrew the aBA from of Toronto and University Klein has been recognized for teaching teaching for recognized been has Klein MBA and PhD degrees from the the from degrees PhD and co-captain of the Gustavson Gustavson of the co-captain Juno, Derek says atextbook,” of through instead cases solving Apprentice of The lines the along challenges presents which competition, social the in first and citizenship, and sportsmanship memorable of their university career.” university of their memorable and beneficial most of the one is weekend who’s been—the business students from 11 western universities participated. participated. universities 11 western from students business “ JDC West is an invaluable experience. We learn through through We learn experience. invaluable an West is and The and Amazing Race Amazing private-sector business clients. clients. business private-sector with partnerships strong fostering also while students, for opportunity learning hands-on avital, created he experience, aclient-driven it to Changing undertake. helm. Stay tuned. tuned. Stay helm. the at months few first his and Gustavson for goals and vision his about chat to proceedings. conference refereed and chapters book articles, journal including credits, publication many has Klein markets. of emerging competitiveness the and competition and modes entry market international alliances, strategic global multinationals, market training. corporate onsite and programs institute summer education, executive providing in unit the assist to clients private-sector and organizations professional schools, ness busi international and Canadian with relationships collaborative developed has He programs. executive with work Klein’s in role abig play also nerships ( Exercise Management Integrative International of the restructuring his in apparent most is This classroom. the IIME Community and educational part educational and Community We’ll catch up with Klein next issue issue next Klein up with We’ll catch emerging- cover interests research His ) that all Gustvason Gustvason all ) that JDC West team. “Ask any student “Ask student any West team. . This year, more than 500 500 than more year, . This BC MBA By Dianne George Dianne By students - - give leaders at any level of an organization a lot to think about. think to alot organization of an level any at leaders give will that read engaging Aquick, points. their make to research of 20 on years of Ford, drawing transformation Mulally’s Alan as such cases modern-day use authors the decision-making, organizational improve to strategy afive-step Offering organization. an remodelling to take can leaders approach best the is process decision-making aclear why establishing about —Robin Dyke —Robin —Simon MBA Rose, ’06 whatever your “helping” role, from leader to friend. to leader from role, “helping” your whatever for guide wise uncommonly An helpee. or helper as acting for tips and principles tested with along examples, illuminating Writings on decision-making, strategyWritings andselfimprovement ondecision-making, heart of all social life. He provides provides He life. social of all heart the at is which of helping, variants as leadership and teamwork co-operation, building, trust as such processes social re-frames he of abook, treasure this In consultation. and inquiry of humble amaster is Schein Edgar Berrett-Koehler Publishers, 2009 Edgar Schein Give, and Receive Help Helping: How to Offer, offers his take on the role of callings of callings role the on take his offers psychologist, aJungian Hillman, James callings. on presentations and work recent Elangovan’s Professor our by inspired been have who those for read asuggested is Here Grand Central Publishing, 1997 James Hillman Character and Calling The Soul’s Code: In Search of advance a compelling argument argument acompelling advance Company) & Bain firm consulting management global at partners (all Deliver and of Decide authors The BusinessHarvard Press, 2010 Mankins, Paul Rogers Marcia Blenko, Michael Organization Performance in Your Five Steps to Breakthrough Decide and Deliver: Back

to to

B rigorous and illuminating book for learning to craft strategy. craft to learning for book illuminating and rigorous A targets. operational and goals broad between gap the bridge to actions of coherent set asupporting creating and advantage an with policy aguiding forming challenge, business the defining asserts: he steps, critical but simple of three consists strategy Good Apple’s about Jobs turnaround. of Steve likes the with instance, for chatting, and organizations private and public with working of experience years on draws who Rumelt, guide for when to blink and when to think is quite accessible. accessible. quite is think to when and blink to when for guide this book, winner’s For Prize aNobel irrationality. of human tide the stem us help to questions chapter-by-chapter provides and explains of us? Kahneman front in right is truth the when —Robin Dyke —Robin Dyke —Robin Dyke —Robin environment. and of genetics interplay the by explained be can than more is are we who because lives, own of their blueprint the uncover to readers urges Hillman soul. and spirit heart, terms the Today “daimon.” use we the code character this called Greeks the and Plato acorn. tiny the in written is destiny tree’s oak an as just adestiny, it to calls which writes, he image, aunique by formed is life way. Each our along lost have may we of ourselves aspect that recovering and of seeing away as asics Business Class | PETER B. GUSTAVSON SCHOOL OF BUSINESS settle so easily on false explanations explanations false on easily so settle minds it our Whyis work. minds our how about talking and thinking for alanguage us gives that a book produced that; done has Kahneman Daniel that glad Be “Think?” just about How The Power of Habit. Blink was there First Doubleday Canada, 2011 Daniel Kahneman Thinking Fast and Slow according to author Richard Richard author to according This category. unthinking” and “blinking the into of it falls most since strategy, to it comes when of it more much be to needs there of thinking, speaking And Crown Business, 2011 Richard Rumelt and Why It Matters Strategy: The Difference Strategy/BadGood rea d and then then and room ing

9 spotlight giving back

A New Language DEYA Dinner Dr. Paul for Economics Summerville Shares the Wealth Adjunct prof links prosperity to social justice Proceeds from the Distinguished Entrepreneur of the Year Gala will fund new student ventures International finance expert imbalance, and you get the kind of mess flesh out. And to create a new language Dr. Paul Summerville recently joined you have in the United States right now, to think about the economy that isn’t By Pat Elemans the Gustavson School of Business as an or you had in Eastern Europe in the “either or,” where the success of the adjunct professor. He brings with him 1980s. Both don’t work. economy is dependent on world-class an impressive pedigree, including two levels of social justice. By all measures, the Distinguished decades of experience serving as an BC: What can governments do to find the Entrepreneur of the Year Gala has been economist, equity research director and right balance? BC: How do you see your views and an outstanding success. In addition to Asian regional head for several global background fitting in at Gustavson? honouring nine incredible entrepreneurs, investment banks, including Deutsche PS: First you have to make sure you including this year’s recipient, Dennis Bank, Jardine Fleming, Lehman have a justice system that works really PS: I think where I’m useful for the “Chip” Wilson of lululemon, the event Brothers, RBC Capital, TD Securities and well: equality under the law. The business school is that I bring a has raised the profile of the Gustavson Wellington Investment Management second thing is education: world-class, different way to think about investing. School of Business locally and nationally. LLP. He posts research relating to his quantified primary and high school If someone said to me, I’m a long-term Since its inception, the black tie gala has forthcoming book, Twin Virtues: Unequal education outcomes. For example, China investor and I want to invest globally— sold out. It has grown from 360 to 600 Outcomes and Equality of Opportunity, what are the kinds of things I should guests and is widely considered BC’s on his website, excellentfuture.ca. “I’m a political look at? I would say, the very first thing premier business event. you should look at is female literacy. BC: Tell us a bit about the book economist in the It opens up a way of thinking about The DEYA Story you’re writing. British tradition. markets and investing that’s completely The gala was founded in 2004 by School Past DEYA recipients (left to right) Clive Beddoe, David Black, Gwyn Morgan, David Ritchie and Jeff Mallett. different. And that was my competitive of Business Board members Peter PS: It started off with the idea of Bringing a political advantage when I was a chief economist Gustavson and David Schneider, and In order to ensure that the funds support Past Distinguished thinking about what types of public and cultural angle to and research director. the dean of the Gustavson School, Dr. student entrepreneurial ventures, they Entrepreneur of the Year policy Canada would need to guarantee Ali Dastmalchian. When Dastmalchian will be bestowed in the form of an equity • 2004, Jeff Mallett, former president an excellent future for itself. What I thinking about the way BC: How did that give you an advantage? first mentioned, in conversation with the investment in a business started by a and chief operating officer, Yahoo! discovered as I was doing this was economies work ... is other two, that he wanted to raise the student (or students). Each year in August, • 2005, David Ritchie, chair emeritus that it’s really a global conversation. PS: I never studied economics. I’m profile of the business school, Gustavson student teams will be invited to participate and former CEO, Ritchie Bros. Basically, every country, in one way a very different way a political economist in the British suggested that they hold a dinner to in a business-pitch competition, wherein Auctioneers Inc. or another, is asking the same set of of thinking about the tradition. Bringing a political and honour great entrepreneurs. The rest, they will try to sell their ideas to a panel of • 2006, Gwyn Morgan, CM, former questions. So, this led me to a couple cultural angle to thinking about the way as they say, was history. Unlike most judges made up of past DEYA recipients. The president and CEO, EnCana Corporation of things: first was to think about the investing world.” economies work and whether you want galas, the “DEYA dinner,” as it has come winning team will receive proceeds from • 2007, David Black, president, role of the market in an economy. This to invest in them is a very different way to be known, was not intended to be the endowment (approximately $15,000) Black Press led me to the conviction that unequal has a 99.9 literacy rate, male and female. of thinking about the investing world. a fundraiser, but rather an evening to as an investment, and the Gustavson • 2008, Clive Beddoe, founding economic outcomes are a good thing— India it’s about 75 per cent male; 50 per Which is why I was one of the first celebrate an inspirational individual. School of Business will receive a minority shareholder and chair of the board that you have to celebrate them. The cent female. Over time, that has given people, who, in the ’90s could see that equity interest in the business. Winning of directors, WestJet other part was social justice. The book China a huge advantage in a globalized Japan was on a 1,000-year decline. It was The DEYA Legacy teams will be recognized at Distinguished • 2009, Sir Terence Matthews, OBE, morphed from just talking about Canada economy. The third, I think, is health obvious to me, but it was very difficult Each year the dinner earned a small reserve, Entrepreneur of the Year Galas, the first at chair, Mitel Corporation and chair to the title Twin Virtues: Inequality of care. And this of course is America’s big to explain to people who are used to which gradually accumulated to $85,000. In the 10th annual gala in 2013. and founder, Wesley Clover Outcomes and Equality of Opportunity. problem. When you don’t spread the risk thinking in quarterly increments. But, if 2011, the DEYA organizing committee, “We need more young people to start • 2010, The late Dr. Alex Campbell Sr., of ill health across the entire population, in 1990, if you were talking to someone chaired by Peter Gustavson, agreed to and build their own ventures,” says OBC, co-founder, chairman emeritus, BC: How do you resolve these two you create worst-in-class outcomes. who had one dollar to invest and you endow the funds and use the proceeds Gustavson of the undertaking. “Investing Thrifty Foods

ervices things? There seems to be a tension. Then you ask questions about pensions told them to put it in China, they would ervices to support student entrepreneurs. David in our future entrepreneurs is one way • 2011, JR Shaw, OC, AOE, LLB, founder and unemployment insurance and have said, China, are you crazy? BC Ritchie (DEYA 2005), Gloria Beauchamp, to help. Hopefully in five, 10 or 20 years, of Shaw Communications hoto S hoto S hoto

ic P PS: There is a tension, and that’s what welfare and that kind of thing—about ic P Gwyn Morgan (DEYA 2006), Patricia Trottier we will be recognizing the recipients • 2012, Dennis “Chip” Wilson, creates a healthy society. When one the best ways to deliver those outcomes. Read more of the interview online: and Peter Gustavson each contributed to of the funds as our Distinguished founder and chair of the board hoto: U V hoto: U V hoto:

P dominates over the other, you get an That’s what the book is designed to www.uvic.ca/gustavson/alumni P the endowment, bringing it to $385,000. Entrepreneurs of the Year.” BC of directors, lululemon athletica

10 University of Victoria | spring/summer 2012 Business Class | PETER B. GUSTAVSON SCHOOL OF BUSINESS 11 To p of herField

Marketing pro Sharon Butler is ready for her next challenge

By Tiffany Sloan

haron Butler’s career has covered some of the most An avid athlete herself (growing up, she participated in memorable moments in Vancouver sports history: gymnastics and softball in addition to basketball), Butler Shareef Abdur-Rahim’s rise to basketball fame as the traces her career path back to Portland, Oregon, where she superstar of the Vancouver Grizzlies in the early days spent much of her childhood before moving with her family to Sof the franchise. The Canucks’ entry into the 2001 Stanley Toronto and, finally, Vancouver. “Portland is a great city with Cup playoffs—their first in five years—only to be shot down a strong sense of community and it’s where my love of sports Sharon Butler (BCom ‘95) in the first round with four straight losses to the Colorado started,” she says. A lifelong fan of the Portland Trailblazers, enjoys a reflective moment Avalanche. And last November, the BC Lions’ home-turf Grey she credits the team with inspiring her love of basketball. in BC Place with the Grey Cup victory over the Winnipeg Blue Bombers. From that time on, she says, she knew she wanted to make Cup. Butler just wrapped “It has been incredibly memorable, exciting and fun to her career in sports. “It’s the teamwork and competition; the up a term as director of sponsorship for the 2011 witness the big moments of the Canucks, the Grizzlies and the dynamic and challenging environment that appeal to me.” Grey Cup Festival. Lions,” says Butler (BCom ’95), who has spent the last 14 years In 1997, attracted primarily by the basketball connection, working in sales and marketing for professional sports. “Still, Butler jumped at the chance to work for Orca Bay Sports and to this day, the most exciting was Harold Druken’s overtime Entertainment (now Canucks Sports and Entertainment), then winner in the 2000-2001 season that sent the Canucks into owner of the Vancouver Canucks and the newly franchised the playoffs. [She was working for the Canucks ownership Vancouver Grizzlies. organization at the time.] All the employees … celebrated “It was a great time to be involved,” says Butler. “Back then, upstairs in the Orca Bay Grille and many of us were crying.” we were one of the worst teams in the NHL and one of the worst

Photo: venturi+karpa Business Class | PETER B. GUSTAVSON SCHOOL OF BUSINESS 13 faculty research

the 2011 Grey Cup Festival as director of sponsorship, selling corporate sponsorship opportunities. “The BC Lions were actually trying to get me to come work with them, but I knew the Grey Cup was coming and that was more what I was interested in doing—being part of something big and giving back to the community,” explains Butler. “It was obviously a very high- profile event for our city—the first big,big event after the Olympics. And that was our real focus: recreating the magic the Olympics had brought, getting people downtown to take part in a lot of free entertainment.” Butler and her team began with a $2-million budget, a focus on community and an otherwise blank slate. “The CFL is usually a The Moneyball Effect very male and very beer-drinking crowd,” explains Butler. “We wanted to draw in new demographics for our festival and really drive families and females [to the festivities].” The result was a family area—a Grey Cup Festival first— Gustavson strategy prof takes cues from sport Athletics to sponsored by Nissan. Featuring face painters, roaming By Brad Buie aquatics: Butler entertainers and family-friendly stage acts, it was a resounding recently became success, says Butler proudly. “The numbers were phenomenal. Thanks to Hollywood, the Moneyball often hallowed fraternities, stubbornly talented students,” Wolfe says. “Why director of sponsorship for In the end, we had 400,000 people partake in the Grey Cup story is now well known outside the adhering to tradition. Even after the not hire these students at a fair, yet the Vancouver Festival, and it brought in $118 million to the province of BC.” sphere of professional baseball. Michael Oakland A’s amassed record wins, many uninflated, rate?” Aquarium. With such an enormous professional win behind her (the Lewis’s 2003 book (adapted into a 2011 insiders scoffed at reducing the game to The trick is finding undervalued Lions’ victory being a cherry on top) Butler was back on the film starring Brad Pitt) describes how statistical banalities. To overcome such or unmeasured characteristics that market. But where do you go from the top? the Oakland Athletics, a team with a resistance, says Wolfe, an organization are as operative as sabremetrics, the Like any champion, Butler sought a new challenge—and found salary budget much smaller than that needs an innovation champion: a Beane system used by the Oakland Athletics’ a new arena. Wanting to leverage her experience in corporate of league leaders such as the New York type who possesses the needed vision management in predicting performance. sponsorship, but loath to leave Vancouver, this past February Yankees, was able to improve statistical and commitment. “The more radical the Some evidence suggests that tests of she stepped away from professional sports to become director analysis of players and field a team that innovation, the more the necessity of a cognitive ability are good predictors, of partnership for the Vancouver Aquarium. “It’s great because could compete with—and even beat—its powerful innovation champion,” he says. though HR professionals continue to they’ve never done sponsorship before,” says Butler, noting that richer adversaries. Organizations that innovate gain a resist their use in the hiring process. the aquarium receives no subsidies from any level of government It’s a tale with universal appeal: an competitive advantage. Whether they The nature of the position matters, teams in the NBA, but it was so much fun. It was all about and is self-supporting, with 80 per cent of its revenue generated underdog bucks conventional wisdom can sustain that advantage depends on too, of course. “It’s more difficult to putting bums in seats and client hosting, and entertainment, through the gate. “It’s a brand-new position and it’s a real and an unfair system to change how the other factors, including socially complex isolate a metric for roles that are highly and growing the business of basketball.” focus on things that are important to me, like sustainability, game is played. Strip away the drama, resources such as trust and culture. A interdependent,” says Wolfe. “Football She started out selling season and group tickets and building education, community and family. Plus, it really ties in my skills however, and you have an intriguing “Goliath” firm may get hold of a “David” and basketball, for example, are more clientele. General Motors Place (now Rogers Arena) had working with clients and working with entertainment.” look at organizational innovation—using firm’s innovation secrets, but it will have a interdependent, as co-ordination among just opened in 1995 to replace the Pacific Coliseum, and the Asked if she’ll miss working in professional sports, Butler statistical analysis to determine the true combination of the new stadium’s downtown location and replies with a confident negative. Even more than sports, Butler value of your human resources. Which is “The more radical the innovation, the more the Vancouver’s new basketball franchise opened up opportunities is attracted by the prospect of community involvement and what made business management experts to connect with corporate Vancouver, says Butler. Over the the opportunity to get in on the ground floor of change. The stand up and pay attention. necessity of a powerful innovation champion.” next 12 years, she progressed to negotiating contracts for Vancouver Aquarium—the single-largest visitor attraction in “You can learn so much about many the executive and hospitality suites. Then she moved on to the City of Vancouver—is currently undergoing a $100-million, aspects of business through sport,” says harder time reproducing these resources. players is essential to execute a good play. sponsorship, as director of business development, generating revitalization and expansion, which will add 60,000 square Dr. Richard Wolfe, Gustavson professor of Wolfe points to the Gustavson School as Whereas performance in baseball is new business opportunities with corporate partners, and feet and be complete by 2018. The first phase will open in 2014. business strategy. “Leadership, strategy, an example of a David (albeit growing) more the cumulative effect of individual eventually took on the role of director of business development. “It’s going to look very different when it’s done, and it’s going to teamwork, communication—the list goes among Goliaths: “One of our strengths is effort.” Similarly, in business, an R&D It’s a remarkable career path by any calculation, but one that’s be incredible,” she says. “There’s so much opportunity and it’s on.” In the case of Moneyball, he and his our innovative specializations. The extent team is more interdependent than, say, all the more impressive considering the breakneck pace of the a really, really exciting time to be involved.” research colleagues saw that the kind to which we integrate across specializa- a pharmaceutical rep who works her industry. “You never know what your day is going to hold, and While sports may no longer be part of her profession, they’re of radical innovation Oakland Athletics tions and core courses, the more difficult region autonomously. Predictors of her it could change in a matter of minutes,” says Butler. And she certainly no less a part of her life. Butler still plays basketball, general manager Billy Beane had it is for bigger business schools to imitate performance may be easier to come by. doesn’t deny that the industry is both male-dominated and and has added skiing, Pilates, golf, waterskiing, rollerblading championed could bring a sustainable what we’ve created here.” Inspired by these implications, Wolfe has male-oriented: “Women were always the underdogs, especially and cycling to the list. She also coaches with the Tsawwassen competitive advantage if adopted by Wolfe adds that firms recruiting MBAs brought his research into the classroom. on the sales side of things,” she says. “You get a lot of type-A Soccer Club, where her two young daughters, ages 5 and 7, play. organizations in other industries. should take a page from Beane’s playbook. “Moneyball looked at a situation through personalities and people who have competed in sports, so it “Coaching has been very rewarding, as you are getting kids Innovation, or the lack thereof, is a In building the A’s team roster, he let go a new lens and that’s how Professor Wolfe is very driven, very competitive. But at the same time, [those involved in athletics and hope it will always be part of their fascination of Wolfe’s. He studies why of all-stars, signing talent that wasn’t challenged us when we were analyzing people] understand the value of teamwork and working together lives,” says Butler. And at this young age, “it’s all about getting some firms resist change when it’s plainly recognized by the usual stats. Thus, he different situations,” says MBA student to accomplish the goals of the whole organization. It’s just like them to have fun and run around. We focus on fun, being a in their interest to do things differently. acquired strong players at a competitive Robert Edgell. “What could we do that sports, really.” good teammate and working your hardest.” Which is a pretty The answer, at least in organizations like price. “MBA programs which may be would add value to an organization that hoto: venturi+karpahoto: i S tock hoto:

P Two years ago, trading hockey for football, Butler joined good credo for business, too. BC P major league baseball, is that they are perceived as ‘second-tier’ graduate highly they are not already doing?” BC

14 University of Victoria | spring/summer 2012 Business Class | PETER B. GUSTAVSON SCHOOL OF BUSINESS 15 A Gustavson education specifically aims to promote sustainability and social responsibility.

it still raises awareness that business plays a role. Wo r k i n g Gillette agrees, but says application is often only a step away. He describes a fellow student from Turkey who “had never even heard of protecting the environment.” Adds Gillette: “He Green was skeptical. He’d laugh at me for recycling. Then he bought into it and became quite passionate. Now he’s trying to start a recycling business in Turkey.” Gustavson grads are Kate Shaw There are a host of other examples of Gustavson grads at the forefront of the (BCom ’11) hoisting the sustainability flag, either in their own start-ups is a business or as part of existing organizations. In 2011, guest speaker development sustainability industry analyst at Daniel Hegg (BCom ’06, MSc ’09), founder of the Sustainability the Pacific Club, admitted to COM 362 students that he had originally By Rachel Goldsworthy Carbon Trust. approached sustainability as a way to make money. But when he finished his commerce degree he was, as he puts it, “ready to grow.” So adjunct professor Robin Dyke, in his role with the Jay Gillette (MBA ’11) didn’t need Gustavson to spark his interest school’s mentoring program, referred him to the nine-month in sustainability. The 26-year-old has been, literally, walking Leadership Victoria program, where Hegg worked with a team the talk all his life. A former Navy combat information officer to imagine, develop and fund a rain garden (a small green with a BA in philosophy, Gillette tackled his business degree space that captures water runoff) at a local elementary school. ate Shaw handed over the bag of takeout food and told with the intention of landing the kind of job he now has in With that experience under his belt, Hegg went back to her White Spot customer that the containers and the bag strategic acquisitions at PCT. school and completed a master’s degree in ecology, economics K could be recycled. “The professors really bought into [sustainability],” he says. and urban planning. Now he’s the chief operating officer of “Who are you?” demanded the customer. “Mike Valente, A.R. Elangovan, Richard Wolfe, Stephen Tax … The Carbon Solution, an organization that promotes walking It turned out the diner was Suzanne Spence, strategic they all integrated the principles into their classes, no matter or cycling to school or work, then offers people a chance to acquisitions associate with the Pacific Carbon Trust PCT( ), where what their area of expertise.” convert their distances to marketable carbon offsets. He’s also Shaw (BCom ’11) had recently applied for a job, with no luck. Shaw agrees. “It’s incorporated into marketing, finance, the senior sustainability adviser for project management firm “We got to chatting,” Shaw says, “and she said, ‘Send a resumé.’” operations classes. Even in our Human Resources class we had to MHBM. “It’s not [just about] money any more,” Hegg says. “I And since January, the 24-year-old Gustavson alumna has been do a complete plan with a focus on sustainability. However you want to do good work and build things.” happily employed as a PCT sales analyst. wanted to look at it, you learned how business can have an impact Gillette’s philosophy is along the same lines: “I can do The encounter at the restaurant wasn’t just out of the blue. A … there are skills you can apply in any context.” a lot of things and be happy,” he says. “I wanted to make Gustavson education specifically aims to promote sustainability And, adds Stein, even when the material is highly theoretical, a difference.” BC and social responsibility along with other sound business Jay Gillette practices. As an undergrad Shaw had taken a decision-making (MBA ’11) course with Professor Mike Valente, which she credits with works in strategic getting her thinking about sustainability. From there, she focused acquisitions on sustainability during co-op terms at Interior Health Authority at the Pacific and Sysco Foods in Kelowna. Her interest in the PCT had first Carbon Trust. The Centre for Social Maintained contact with professors to share educational been piqued when Climate Capitalism professor Boyd Cohen and Sustainable Innovation resources, such as books, journal articles and videos invited Mike D’Antoni (MBA ’03), one of the crown corporation’s Completed the annual report on Gustavson activities for the business development associates, to speak in Shaw’s last term. sustainability and international business. After graduation, In July 2011 the Gustavson School created the Centre for Social United Nations Global Compact Principles of Responsible D’Antoni, himself a UVic grad, had been with the PCT since Stein worked for an environmental consulting firm and then he and Sustainable Innovation (CSSI) to help build sustainability Management Education 2009, after a spell with the British Columbia government headed to Scotland for a master’s degree in carbon management. and social responsibility into every aspect of business education: Developed a feasibility study and proposal for BlueGreen working on oil and gas policy. He says a high proportion of Then, like Shaw, he landed an internship at PCT, during which classroom activities and assignments, co-op work projects, Fund to offset Gustavson travel emissions ervices Gustavson grads get jobs in sustainability, citing Stephen he also finished his dissertation. exchange terms and specializations. Director Monika Winn and Produced Gustavson’s annual carbon footprint report (available

hoto S hoto Mooney and Michael Meehan (MBA ’05) of iVeridis as examples. “I knew I wanted to work with these guys,” he says, now two Associate Director Heather Ranson manage the centre. on the centre’s website: www.uvic.ca/gustavson.cssi) ic P Almost half of the staff at PCT have Gustavson credentials. years into a permanent business-development position. The One of these is business development associate Jacob Stein combination was irresistible: a group of top business people from Centre Highlights, July 2011 to July 2012 In its second year, the CSSI will help to ensure that sustainability is (BCom ’08), whose interest in sustainability first began in the private and public sectors and the first BC company to do this Developed a baseline of current sustainability and social addressed in every core BCom, MBA and PhD class, and in every hotos: i S tock;hotos: U V

P Monika Winn and Jen Bagg’s COM 361 class, which combined type of groundbreaking work in Victoria. responsibility integration in Gustavson programs Victoria-based Master’s of Global Business class.

16 University of Victoria | spring/summer 2012 Business Class | PETER B. GUSTAVSON SCHOOL OF BUSINESS 17 When I look back at what Ali has accomplished at the business school over the past 10 years, all I can think is, what a great entrepreneur! –Peter Gustavson

Ali D’s Top 10 Accomplishments Ali, you are a terrific 1. Culture creation. You can’t leave leader, builder and friend. If – and can-do spirit Fosteredthat attracts engagement, and retains The just learned how toI you ever want a job in the good people private sector, let me know. 2. spell your last name! Name fame. Re-christened school and graduate programs. 3. Program liftoff. -Erin Beattie Launched PhD and -David Black MGB programs. Dastmalchian 4. Sustainability psyche. embedding sustainability Launched and social “S” pillar, responsibility in our core values. 5. Growth spurt. Doubled size of student body; increased faculty and staff hires. 6. Community connections. Decade engagement and support. RevitalizedIncreased Board of Advisers and Mentors Program. 7. Globe-trotting. As Dean Ali Dastmalchian Doubled international partnerships and grew exchange program says goodbye, we take a (75% of undergrads now go on exchange). 8. Accreditations. We’re EQUIS and look at his legacy AACSB-certified! 9. Lifelong learning. education programs Built executive 10. After 10 successful years, on June 30, 2012, Dean Ali Big dreams. Developed a vision, strategy and promise for the school. Dastmalchian will step down. So it’s time to celebrate his I met Ali Dastmalchian when I came leadership—at the university, within the Gustavson School of to UVic as a 42-year-old boatbuilder Business and in the community. wanting to enter the new MBA Dastmalchian came to UVic in 1991 as director of MBA program. I wanted to change my life. programs. He left to become dean of the Faculty of Management Today, I am a 63-year-old professor at the University of Lethbridge from 1996 to 2001 and then at California State University, East returned in 2002 as dean of Gustavson. Throughout his tenure, Bay. Thank you, Ali, for helping me change my life. Your respect, care and he has remained an active researcher. He has taught in the MBA assistance led me on a journey during program and with executive programs throughout the world. which I have assisted thousands of His passion has ignited students, alumni and business leaders. young people who also want–Brian to McKenziechange Thank you, Ali, for your dedication, vision and ambitious their lives. It is great work. goals. It’s been a wonderful journey and an amazing decade. A perfect 10! You know what would wonderfulYou mentorare not inonly my acareer great leader,and a caring but a be great? parent to our business family. You changed my way of thinking and also taught me to look at Ali, you made me feel a welcome the world differently. I wish you all the best part of the family, even though a n d b e l i e ve yo u wi l l a l wa y s b e p a r t o f u s . on the org chart I might be the equivalent of a distant cousin. I wish you continued success and I feel incredibly fortunate to have worked -Christina Li happiness in all your—Tammy endeavours. Ruffolo with Ali for three years at UVic. He is I’ll never forget the beautiful drive you an exceptional leader whose inclusive and took me on during my first visit to Victoria, and the warm welcome party at your empowering style inspires many to excel. lovely home. I have been inspired by your I envy anyone who has the opportunity to Working with Ali was a terrific experience. Positive, thoughtful and charismatic leadership and felt very lucky to join this fast-growing school. I sincerely work with Ali in whatever capacity. strategic, he had an amazing ability to help the faculty develop a strong sense of its strengths and direction. Always optimistic, wish you all the best!! willing to take some risks and unfailingly respectful of his colleagues, he has made a huge difference for his faculty.-Jamie I learned Cassels –Yan Shen -Mike Valente a great deal from Ali and genuinely enjoyed working with him.

18 University of Victoria | spring/summer 2012 Business Class | PETER B. GUSTAVSON SCHOOL OF BUSINESS 19 spotlight spotlight

“This is a most deserved recognition of Dr. Elangovan’s educational leadership, particularly in the area of internationalization, where he has been an Top of Class outstanding source of vision and guidance to the Gustavson School of Business and to the university,” says UVic president and vice-chancellor David Turpin. “Elango’s expertise in organizational behaviour, combined with his knowledge of cultural sensitivities and of geopolitics, greatly enhances our students’ understanding of international business practices.” Bridging And the praise continues: “What makes Dr. Elangovan’s teaching unique is his commitment to connecting knowledge Cultures to societal values—ensuring that his teaching furthers the ability of his students to make ethical and effective Global Citizen decisions,” says Dr. Reeta Tremblay, vice- Award recipient president academic and provost. “Elango Traveller at heart: Monica Antunes, reflects on her is an extraordinary human being.” winner of the Dastmalchian Global Seven years ago Elangovan started a Citizen Award. new stream of scholarship on the topic semester abroad Dr. A.R. “Elango” Elangovan. of callings. His research focuses on Aren’t we supposed to give helping people find their true callings, By Lana Mador him apples? improving organizational performance by building high-trust cultures and assisting leaders in developing their When exchange student Monica in Lisbon this summer, having been planning it and had great feedback from decision-making, conflict management Antunes stepped off the plane from inspired by her trip across the globe to the audience,” she says. and leadership skills. Lisbon, Portugal and laid eyes on attend UVic. Sticking to her motto, “travel as much “As my work progressed, I began to Victoria—her home for the next four When her classmates discovered as you can and work as much as you wonder about my calling, whether I months—she had only a vague idea of her love of writing songs, singing and travel,” Antunes managed to divide her had one and what it might be,” he says. what to expect. playing guitar, they even convinced her time here between trips to California, “I knew from my research that one “I thought people would be friendly to sign up for Victoria Idol, where she Tofino, Whistler, Ontario, Quebec doesn’t have to feel called to a certain and very passionate about nature … and placed fourth overall. “I had a great time and New York, and her management A beloved Gustavson prof gets occupation, but it took me another two beautiful British Columbia, and Canada throughout the competition,” she says, classes. Her favourite class was Dr. Mark a national salute years to understand enough of myself in general, exceeded my expectations,” “my friends were very supportive.” Colgate’s Eight Powers of Management. to realize that the inviolable, central she says. She especially enjoyed having the She says she loved the content, but it By Dianne George tenet of my life was the notion of living The inaugural recipient of the opportunity to teach her newfound was the approachable teaching style a life of dignity, and that teaching was a Gustavson School of Business friends about her home, and even hosted that she found most impressive. “It is Dr. A.R. “Elango” Elangovan, professor the MBA Professor of the Year award. wonderful fit for engaging and enacting Dastmalchian Global Citizen Award, a lunch-and-learn session with another truly amazing to arrive at a university and director of international programs with “Elango is the sort of person you see in my calling to help others live such a life.” Antunes was selected in recognition Portuguese student. “ I am crazy about where every single teacher is dedicated, the Gustavson School of Business, is among inspirational movies … stories about a “Dr. Elangovan is not only a superb of her leadership and passion for my country,” Antunes explains, “so I available, helpful and appears to be 10 Canadian scholars honoured with a 2012 dedicated professor or teacher who goes instructor to our students, he is also an internationalization. The award, thought it was a great initiative to let passionate about teaching,” she adds. 3M National Teaching Fellowship, and the above and beyond to make a difference amazing administrator and mentor,” says established to honour Gustavson dean people learn more about it. Also, learning Now back in Lisbon for her final ninth UVic scholar to receive this honour. in students’ lives, but he is real,” says Ali Dastmalchian, dean of Gustavson. and global leadership advocate Dr. Ali about a country from locals is much more semester, Antunes says she is looking The award recognizes exceptional teacher- Gustavson grad Daniela Alusik (MBA ’09). “Since 2003 when he assumed the role of Dastmalchian, will be given bi-annually valuable than reading travel guides!” forward to getting some hands-on scholars across Canada. Alusik credits this charismatic director of international programs, the to the exchange student who best Guests got to sample a homemade spread experience with a consulting firm “This fellowship is truly an honour, and I professor with changing the direction number of BCom students participating embodies the ideals of Gustavson of traditional Portuguese stroganoff after graduation, before heading am deeply grateful for the opportunities I’ve of her life. She was working as a barista in exchanges has risen from 33 per cent International by building relationships (sliced turkey fried with mushrooms overseas again to pursue a master’s been given,” says Elangovan. and got to know him over a cup of to 75 per cent. He has contributed to the with students from other countries, in a cream, soya and mustard sauce) in management in Spain or the US. Students have a deep and abiding respect for espresso. He saw her potential and development of our PhD and Master of organizing multicultural events and and carrot soup, while Antunes shared Though she says she also can’t wait to

ervices Elangovan as both a teacher and mentor. He invited her to attend an MBA information Global Business programs and actively learning foreign languages. photos from home and gave the crowd the keep exploring different places and onica A ntunes has received multiple awards for his teaching session. “I never imagined that a child of mentors new colleagues to help improve Antunes says her favourite part of inside scoop on everything from national cultures. “The most important thing for hoto S hoto

ic P excellence, including the UVic Harry a nurse and school custodian, who came their performance. We are all greatly her semester at UVic was getting to economic conditions to the best hidden me is to somehow make a difference in Hickman Alumni Award for Excellence to Canada as refugees, could be someone privileged to work with, and learn know other students from around the beaches and restaurants. Everyone agreed the world,” she says, “and that could hoto: U V hoto: courtesyhoto M

P in Teaching, and he is a repeat winner of to go to graduate school.” from, Elango.” BC P world, several of whom plan to visit her the event was a huge success. “We loved happen anywhere.” BC

20 University of Victoria | spring/summer 2012 Business Class | PETER B. GUSTAVSON SCHOOL OF BUSINESS 21 spotlight spotlight Making it Work Distinguished Alumni award winner forges connections between Hong Kong and Canada By Krista Boehnert Get ’em in This year’s Distinguished Alumni frontrunners are Germany Award recipient, G. Andrew Work and Japan. I always take the (MBA ’02) is the very definition of a global opportunity to share global the (Buying) Mood business leader. As executive director Canadian success stories like of the Canadian Chamber of Commerce RIM’s Blackberry or the Four in Hong Kong, Work is in the unique Seasons hotel chain. People G. Andrew Work (MBA ’02), Online brand champions warm customers to your product position of making sure things don’t get are often surprised these are 2012 recipient of the “lost in translation” between his adopted Canadian enterprises.” Distinguished Alumni Award. By Christian Van Buskirk (MBA ’10) country and his Canadian roots. While Work’s natural curiosity, in Victoria to receive his award February his love of history and his Do you ever feel like customers just most loyal customers emerge from issues long way with consumers who feel they 8, 2012. Work shared his insights for willingness to embrace different cultures As a Scout leader, he says he values aren’t in the mood to buy? Or find resolved beyond expectations. deserve something. Effective recovery business success in Hong Kong—first have resulted in a voracious appetite for the time he spends volunteering with yourself wishing more customers would builds customer loyalty. with the current MBA cohort, to which learning all there is to know about Hong young people and instilling in them a champion your brand, especially on How to create champions he provided a brief economic history of Kong. He is the co-founder of the Lion strong sense of community spirit. When Facebook and Twitter? The lingering • Clearly and honestly convey a service Honour your champions the region and an overview of current Rock Institute, an economic think tank accepting his award, Work credited UVic effects of a sluggish economy and or product’s features and benefits Reward champions! Recognize them conditions—and then with members of that focuses on market solutions to Hong with setting the bar high for community the prolific use of social media (741 throughout the consumer purchase with a public thank you or nice comment the Victoria business community who Kong’s challenges. The group regularly creation. “What does it take to build million-plus Facebook users worldwide) cycle. No overstating, no fast talking, via social media. Adding champions attended a luncheon offered by the local submits ideas for economy-benefiting a community? An inspiring mission, are leaving business owners feeling no omissions. Service pros are to preferred customer programs with chamber of commerce. policy changes to government bodies. a strong knowledge base, and a broad vulnerable. Perhaps it has never been subject-matter experts, exciting and occasional coupons or promo codes can fire He was candid about how Canadians Work takes his responsibility as an reach—one that’s local, national and more important to look internally for enticing the consumer to think more up that enthusiasm, spreading it through are perceived overseas. “Canadians expat seriously, sharing as much as he international. Whether it’s through ways we can strengthen our value deeply about the purchase. They the champion’s network. Even better, wow are seen as slow-moving in business,” can about Canada and Canadians with international co-op placements or propositions, improve our competitive employ relationship-building skills champions with specials on their birthdays he said. “The way to counter that is to Asia. This allows him to broker lasting CanAssist, which builds customized advantage and drive brand awareness. the moment an interaction starts, both and program sign-up anniversary dates. be upfront about your timelines—ask business connections between Hong technology to assist people with To a surprising extent, you control on and offline. Get comfortable with Executing superlative service if they are acceptable—and to always, Kong and Canadian businesses, since he disabilities, to the First People’s House whether your customers decide to social media; it’s not going away. professionalism throughout the always deliver when you say you will.” can easily relate to both communities on campus, UVic is committed to the champion you or, gulp, develop some • Be a communication specialist. consumer purchase cycle might seem Although Canadians pride themselves and find ways to bring them together. communities of the world. I plan to teach kind of cyber vendetta. How? Take a Service pros use strategic questioning like a lot of extra work. But if the on their creativity, Work also warned Community building is one of Work’s my little girl—another Victoria—that look at your service system and the to ensure customers are well matched perception of the service experience that competition is fierce. “Canadians are passions. His career is dedicated to strong communities are the answer to people you have at “touch points” with the product or service they need. exceeds the consumer’s expectations, ndrew Work courtesyhoto A ndrew

P viewed as only somewhat creative. The it, but it’s also on his personal radar. our future. We all must play our part.” BC with the consumer. Motivation and Clearly articulating the differentiating he or she may be motivated to champion customer mood are largely determined qualities or attributes of your offerings your business. The result of which is by the service professionals you have is paramount. positive word of (cyber) mouth, repeat representing your company. • When problems arise, pros listen, show business, an increased customer base Help me help you. Let’s bring business to Victoria. sincerity, make the issue a priority and and greater brand recognition. BC Consider: is your value proposition true find creative ways to assist, focusing to its customers? Are you following on what can be done, not policy Christian Van Buskirk (MBA ’10) through on promises to the consumer? limitations. Actively trying to resolve has over 20 years of experience in If service failures occur, are staff a problem minimizes a customer’s customer experience management. His developing creative solutions and dealing motivation to seek justice publicly. consulting and service professionalism with them quickly and effectively? If • Even if the initial customer demands training company Service Essentials not, consumers can be motivated to cannot be met, service pros can usually (serviceessentials.ca) offers courses SHARE IDEAS STAY CONNECTED BE INSPIRED seek restitution; all too easily turning to devise other ways to show the customer in customer experience management social media as a way to advertise their they care. Extensions, promos, coupons and using social media as a service-

720 Douglas Street 1.866.572.1151 or 250.361.1000 VictoriaConference.com i S tock hoto:

P displeasure. Conversely, some of the and even sincere apologies can go a management tool.

22 University of Victoria | spring/summer 2012 Business Class | PETER B. GUSTAVSON SCHOOL OF BUSINESS 23 class notes Class Notes who are searching for, or on, the path of their Doug Slater, MBA, is an operations service 2004 Promotions, new ventures and a brand-new big sister career, the best of luck. We can all make a manager in the Business Performance difference, since we have studied in a place Department at FortisBC’s gas division. Yvonne deBoer, MBA, is now North where ‘the world looks different from here.’” He also recently completed his CMA American regional director of business 2011 about reef-safe fish.” The formerCFO of Reef- designation. He lives and works in Kelowna. development and marketing for Ausenco, Safe-Fish Inc., Zhou continued her post-grad 2009 Rohit Bhatia, BCom (GM), is a business career in the finance industry. She started as development manager at CloverPoint, a GIS a client service representative at RBC Victoria Robyn Plenert, BCom, is a marketing firm specializing in 2D and 3D visualization. for six months. Then she was promoted co-ordinator for Transportation Investment He develops new clients and builds strategic to account manager and relocated to the Corporation, a new BC crown corporation partnerships with other firms. Rohit is also Vancouver Chinatown branch. With one year created to oversee the Port Mann Highway 1 a partner in two Nando’s Flame-Grilled of experience in account management, she Improvement Project. One of her projects Chicken locations, one located in Langford finally got the opportunity to joinRBC Wealth is launching a new brand and marketing and the other in downtown Victoria. Reggie Milligan Management as a financing planning associ- campaign over the next year for the open ate. Having come road tolling system on the new Port Mann dining. The Social Feed, a partnership all the way from Bridge (pmh1project.com). with Sandy Close, BA ’09, targets 22- to Mainland China 34-year-old diners, offering them a family- four years ago, style dining experience at independent Zhou says her UVic restaurants for a flat fee. The diners get to Business experi- support local businesses, meet new people ence is what she and discover new food in Vancouver and cherishes most. Toronto (thesocialfeed.com). She adds: “After a Rohit Bhatia lot of hard work— 2010 and miracles—I Ciana Zhou Reggie Milligan, BCom, has a new venture have started that gathers strangers around a table to Ciana Zhou, BCom (Ent.), writes: “I still miss my career and found my spiritual home in partake in the pleasures of communal the time when our team was pitching to VC ­Canada. I would like to wish all the alumni Robyn Plenert

2005 Mañana, Nicaragua Steve McLaughlin, BCom, is the founder The Business of Imagination Between January and April 2011 Natalie Winter (BCom ’09) of the Angel Association for the Drive-Ins of and her boyfriend Chris McRae embarked on a 25,000-kilometre North America, an advocacy organization Paisley Aiken (MBA ’10) has a passion for books, small businesses and road trip from Victoria to Costa Rica and back. Having given up focused on establishing new drive-in vibrant cities. “The power of small businesses is that they connect and build creature comforts like cable, and each working three jobs in the theatres in Alberta. communities,” Aiken says. Following this maxim, she created Story Studio, months leading up to the journey (to help fund it), they were an Oak Bay writing space for young people, where they can engage their eager for adventure. Winter had dreamed of taking this road trip Goldie Luong, BSc, MBA, has transitioned imaginations and explore literary impulses through camps and workshops. since she was a teenager. And although she planned their route, from her position of project director “I wanted to create a space where children have the opportunity to find their serendipity played a big role in the odyssey. of Community Care Initiatives with the voice, tell a story and feel it’s worth being told,” Aiken explains. The studio’s Making a suggested stopover that had been scrawled on Vancouver Island Health Authority to yellow walls, blue beanbag chairs and wall of “story boxes”—which students a scrap of paper by a fellow tourist, they discovered a new the role of director of special projects in use for inspiration—invite kids aged three to 16 to open their minds and favourite spot—Laguna de Apollo, Nicaragua—with its crystal Vancouver Acute Services at Vancouver move their pens. The very young learn basic creative expression and the staff blue waters inside a volcanic crater. Another highlight was Coastal Health. Since her MBA, she members transcribe their stories. Teen writers take on more complex projects, rural Mexico, where they enjoyed the hospitality of a family-run completed a Lean Six Sigma Green culminating in a bound multi-chapter book. campsite near Pie de la Cuesta and slept in hammocks on the Belt Certification and she is currently Aiken’s studio sits alongside two other children’s fine arts education beach. Winter says she loved the weather, people, culture and working toward Lean Six Sigma Black Belt enterprises. Together they have established an arts hub where kids can learn lifestyle of Central America. She plans to move to Nicaragua Certification. Using Lean methodology, she music, visual art and creative writing. Aiken intends to implement outreach in the next five years and open an eco-hostel to fill a market achieved an effective increase in access and programs in the coming months with community partners to provide writing gap she noticed while there—affordable accommodations flow of acute care patients, resulting in a instruction. In the meantime, she allocates a portion of her profits to funding with North American-style amenities. In the meantime, she’s 74 per cent savings of hospital days. Luong workshop spots for children who would otherwise not be able to participate in working for beelineweb.com in accounting and reconciliations, is also the chair of the Canadian College of Story Studio’s programming. “My experience as a mom is that children love to and caring for Nina, a dog she adopted on her travels. Health Leaders, Vancouver Island Chapter, create. My goal is to help kids fuel that creativity.”

—Krista Boehnert courtesyPhotos alumni and a Gustavson Board of Advisers member. —Krista Boehnert

24 University of Victoria | spring/summer 2012 Business Class | PETER B. GUSTAVSON SCHOOL OF BUSINESS 25 Class notes class notes

a global provider of engineering, procurement, construction management and operations services to the resource and In Memoriam energy sectors. She is based in Vancouver. Malcolm Manson (BCom ’10) Daniel Last, BCom, has moved to January 20, 1986—January 14, 2012 Cleveland, Ohio, where he is working as an asset manager for Key Community Malcolm Manson was an intelligent and thoughtful individual. Development Corp., which builds high- He spoke Mandarin well, and some Japanese. He played soccer quality affordable housing for low-income in the Dunbar league, as well as backyard basketball, driving- families and individuals. He got married range golf and, recently, squash—in an almost competitive October 8, 2011, to Megan Reichel of Erie, way. He appreciated music (especially electric guitar) and had PA. For their honeymoon they travelled to an engaging sense of humour. He also truly enjoyed his work as Tanzania and Uganda. a stockbroker and was well on his way to completing the CFA Charter Program. Malcolm was a gentle, understated person, who was deeply loved by his immediate family, extended family and friends. The Long Leash of the Underdog They have created an endowment in his name at the Gustavson School of Business. The endowment will provide much-needed internships in China. Please make a donation in Malcolm’s Are there advantages to being an underdog? “You bet,” says Matthew Butterfield support for students attending university and working on honour at his memorial page: gustavson.uvic.ca/giving/manson (BCom ’10), who is regional brand manager for Bosch. Yes, that Bosch. The tool manufacturing giant may be known worldwide, but its woodworking tools division holds just 14 per cent of market share in Butterfield’s territories of Germany, Austria and Switzerland. It’s his job to increase that share. expanding his new business in the next year, spend a semester in Dubai focusing on He recently got the green light to pursue online marketing strategies. possibly creating a franchise of his own. international trade. She plans to stay in “Professional craftsmen are a loyal lot—once they fall in love with a brand, Turns out his co-op experience paid off! (He China after her August graduation, ideally they fall in love for life,” Butterfield explains. And where are all the young Daniel Last and wife Megan Reichel was a College Pro Painter franchisee during working in the wine or environmental fields. craftsmen today? Online. Butterfield plans to use search engine optimization his UVic days.) Boulton would love to hear from alumni in and social media to introduce Bosch woodworking tools to them. Hasit Joshi, MBA, has a second daughter! the area: [email protected]. He also embraces guerrilla marketing tactics to raise the company’s profile. Keya Joshi was born October 17, 2011, Erin Solbakken, BCom, and her husband “As an underdog, I have the freedom to try new strategies and implement weighing eight pounds, five ounces. Sister Erik Solbakken, BA ’93 (Econ.), have 1994 innovative approaches that the market leaders can’t do as quickly or easily.” He Umi, 4, is not only excited to have a new moved their practice, Solbakken Chartered cites an example of a recent trade show, where attendees who visited the Bosch guest at her tea parties but has also taken Accountants, from Hillside to 202-830 Norma Glendinning, MBA, recently booth got to test out several tools, and upon completing the circuit received a on the key role of big sister. Shamrock Street in Victoria. They are now joined Berlin Eaton, a management free branded guide rail. “The goal is to have all these people wandering around specializing solely in owner-manager consulting firm that provides services to Norma Glendinning the show advertising our products, having fun with the tools, and leaving the businesses and their families (solbakken.ca). leaders across the country in the public show having had a good experience with our brand,” Butterfield says. and private sectors. Glendinning is a lead General’s Office, where she led a major Butterfield is based in Lienfelden, Germany, and has had to learn the 1998 consultant, partnering with Richard Eaton, project to streamline audit processes as a language, as well as the different working styles and cultural norms of his continuous improvement practice leader. client of Berlin Eaton. Little did she know new home. “Projects are approached very differently than in North America,” Allison Boulton, BCom, has moved to Prior to returning to consulting, she served at the time that she would eventually join

Butterfield says. “It is a very consultative, collaborative process where ideas courtesyPhotos alumni Shanghai to do her MBA and will also as assistant auditor general at the Auditor their team! BC and problem solving are discussed for many months before proceeding to the product stage. It’s a much slower approach than I am used to, but it has its advantages as all the troubleshooting has been dealt with at the front end and the final product is the perfect solution.” Another lesson Butterfield learned Keya, Hasit and Umi Joshi quickly is that North Americans are very casual with names. Germans are not. Business Class ads for alumni “You don’t call people by their first name if you don’t know them,” Butterfield 2000 Are you looking for ways to promote your business? says, “and you don’t shorten their name. I keep trying to get people to call me Would you be interested in reaching out to fellow UVIC grads?YES! Matt, but I’ll always be Matthew here.” Mike Kinch, BCom (IB) started Tobacco Butterfield offers some advice for current students. “Do an exchange. Don’t Outlet (tobaccooutlet.ca) a year ago Business Class magazine reaches a dynamic group of UVic Faculty of Business grads, faculty, staff, students and members of the business community twice a year! Do you look to support alumni-driven organizations? go into it thinking it’ll be like Canada. Embrace how their culture works, and in Calgary, AB, in addition to his first when you’re applying for jobs take the time to tailor your resume to how locals business, Chestermere Esso. He worked In the upcoming spring issue of Business Class magazine, we are offering you the chance to do just that. Our Alumni Classified section will give you the opportunity to promote your business with a full-colour display advertisement. Sound like the right fit would package it, “he says. “It’s important to find that out to increase your for a large international trading company for your business? Contact Jennifer Hanley at Canada Wide Media Ltd. today at 604.639.3796 or [email protected]. chances of success.” after graduating but found he was more * Special rate for alumni

Photos courtesyPhotos alumni —Krista Boehnert interested in small business. He is looking at

26 University of Victoria | spring/summer 2012 Business Class | PETER B. GUSTAVSON SCHOOL OF BUSINESS 27 UofVic_Buy Alumni.indd 1 10/5/11 10:30:32 AM spotlight spotlight Bringing Up Leaders MBA grad says he wouldn’t be where he is without a village Seeing the Forest of mentors and the Trees By Krista Boehnert They say it takes a village to raise Kittleson worked closely a child, but as Christian Kittleson with Rick Burt, a Cougar (MBA ’06) argues, it also takes a village to Helicopters executive, to raise tomorrow’s leaders. The support of represent the transport friends and family is important, but the company and help officials support of mentors is the game changer. find answers. Burt mentored “I’ve been fortunate with mentors in my him through the process. career,” Kittleson says. “I’ve had people The inquiry report was Dr. Mary-Yoko Brannen who’ve been able to see my development tabled in early 2011. It potential and then helped me to get there.” identified several different New Jarislowsky Chair offers insider and outsider perspectives And get there he has. Kittleson started factors that led to the crash out as an analyst with the BC government, and recommended reforms By Brad Buie working under Tamara Vrooman, now to improve helicopter safety. the CEO of Vancity, whom he credits Despite the tragedy, the When Dr. Mary-Yoko Brannen, during the postwar period, [and my] bicultural type she discusses, but hasn’t with not only helping him realize his helicopter business was, inaugural Jarislowsky East Asia (Japan) having been trained in the language and herself experienced, is “one/home”: an career potential, but also influencing and is, thriving. With the Chair, immigrates to another country, customs during my service with the US example would be a Chinese Canadian his views on mentoring. “She said to me worldwide expansion finding a suitable stable to board her Army,” says Jarislowsky, “Dr. Brannen who identifies herself as predominantly that one of her goals as a leader is to find of offshore oil and gas dressage horse is likely to be a more is eminently qualified to be the chair Canadian rather than Chinese. someone who can take her job,” he says. exploration, the need for difficult task than navigating cultural holder and I will watch her progress Although Brannen’s team of researchers “I’ve adopted that philosophy myself by helicopter transport to get twists and turns. After all, her CV with the highest expectations.” has not completed a quantitative study keeping succession planning top-of-mind crew to and from rig sites reads like a path to global-mindset Brannen’s focus will be to develop a distinguishing these bicultural types, in matters of talent management.” is steadily increasing. But enlightenment. She was born to Pacific Asia program that connects the it has done two pilot studies that have Kittleson left the government to between the $30-million American missionary parents and raised university community—across campus, noted some attributes of the different consult for BearingPoint (Deloitte) before price tag per helicopter, Christian Kittleson (MBA ’06) shows his five-year-old in Japan, studied various disciplines— cultures and countries. One of her groups. One/homes are skillful at helping encountering Charlie Hodgins, his boss at and the highly specialized son Chase the ropes at CHC Australia. organizational behavior (PhD), current research projects is studying others assimilate. Either/ors are the VIH Aviation Group, whom he describes technical knowledge international business, anthropology people with similar backgrounds to most adaptable. And those like herself, as “one of the most important mentors I required to operate a fleet of the slowing. Shortly after Kittleson’s arrival, and comparative literature—at her own: individuals of mixed cultural who were neither/nor types as children, ever had. Charlie put me in charge of a aircraft, there are only a handful of CHC Australia began implementing a American and French universities, heritage, who increasingly comprise the possess the greatest general cultural few things I probably wasn’t quite ready companies worldwide that are capable $500-million, nine-year, six-helicopter taught on both sides of the Atlantic and, new workplace demographic. skills. “When you don’t fit in, you tend for. He knew he had to help me, but knew of meeting this growing global demand. contract to service Australia’s largest as a cross-cultural consultant, aided Brannen herself offers the perfect case to become a keen observer of everything by giving me stretch goals and helping In the months following the Cougar offshore oil and gas company. Fortune 500 companies in devising history to explain the classifications of around you,” she says. “We are able to see me when I needed it, I’d succeed.” investigation, CHC Helicopter, the world’s And back to that “it takes a village” and implementing global strategies. “biculturals.” Growing up in Japan, she the forest and the trees.” In 2009 VIH subsidiary Cougar largest helicopter company, recruited concept: Kittleson is now looking to help The new chair position, to be shared by was what she terms a “neither/nor”— As Jarislowsky Chair, Brannen will Helicopters lost a helicopter in a both Burt and Kittleson. others climb the ranks. He recently hired the Gustavson School of Business and the neither American nor Japanese. Later, have plenty of opportunities to apply catastrophic accident in Newfoundland. These days Kittleson lives in Perth, Gustavson grad Shane Cyr (MBA ’11) Centre for Asia Pacific Initiatives, came as a young woman on the University her culturally specific skills, too. “The Kittleson happened to be in the province Western Australia. He is finance director (while he was still a student) and plans into existence as a result of a $1-million of California Berkeley campus, she chair brings me closer to my roots in the at the time. As he speaks about the and regional CFO for CHC’s Southeast to mentor him in his career development. gift from Canadian financier, businessman was an “either/or.” For instance: “I PAC [Pacific-Asian Countries] realm,” incident, its clear that it’s emotional to Asian and Australian regions, which “True leadership is being a mentor for and philanthropist Stephen Jarislowsky. would adopt Japanese gestures if I was she says. “I want to bring a fine-tuned this day: “When a fatal helicopter crash operate 60 helicopters from 30 bases in those behind you,” Kittleson says, “They

ervices Although Jarislowsky has endowed around Japanese, or vice versa if I was understanding of Asia as not just a occurs, it leaves a permanent personal seven countries. His immediate goal is to are the future of the organization.” BC numerous chairs across Canada, this one around Americans,” she says. Now, conglomerate of countries. For a long scar. It was the most tragic day of both standardize regional operations with the hoto S hoto

ic P seems particularly felicitous. quite obviously comfortable in her own time, the West has taught the East. my personal and my professional life,” company, allowing for economies of scale To join the Gustavson mentorship “Japanese culture is close to my skin in any circumstance, she refers to But the East has lessons it can teach he says. VIH made him point person to be fully realized. The success of which program, contact Robin Dyke (robind@ hoto: U V hoto: courtesyhoto C hristian Kittleson

P heart as the result of my stint in Japan herself a “both/and.” A fourth and final the West.” BC P during a two-year government inquiry. is critical, as growth shows no signs of uvic.ca) or visit: www.uvic.ca/gustavson.

28 University of Victoria | spring/summer 2012 Business Class | PETER B. GUSTAVSON SCHOOL OF BUSINESS 29 back of the class view from exchange

The Group Dynamic Team projects are guaranteed to bring out the best and worst in your cohort By Rachelle LeBlanc Quiney, MBA ’10

If there’s one thing all business Obviously, my own attitude toward • You share a lot of laughs. students have in common, it’s group group work was always nothing less than • You learn from your group members. work. (Well, either that or keeping a tally expressly co-operative. Of course. • If you’re not solid on the financial of how many times you hear the word In my group, we created and followed front, you can always volunteer to “synergy” during student presentations.) a “talking stick” rule: if you didn’t have write the report. There’s just no getting around the fact the stick (which was actually a juice • You can complain in solidarity about that one has to work with other people at bottle, for lack of a stick), you couldn’t the injustice of exams, projects and business school. After all, it’s distinctly talk. If you spoke without the stick, you student life in general. possible that one might, in fact, have to risked a thump. (What can I say? Corporal • When you can hear another group work with others when one gets out of punishment worked for us.) Eventually having a loud disagreement, you can the classroom and into The Real World. the stick disappeared. And, fortunately, feel smug with your own oh-so- Yet nothing engenders quite so much the good manners remained. cohesive group. dread among business students as the It’s easy to find reasons to dislike • You might make a friend for life. prospect of a team project. If only group work: Charles Dickens knew how apt this • Everyone talks at once. Looks to me like the benefits far passage would be for us, he might have • One person never talks at all. outweigh the negatives. Easy for me to called his story A Tale of Two Group • Someone always takes over. say now, right? I’m a couple of years out Projects: “It was the best of times, it • Someone else never contributes. of my MBA experience. But you know was the worst of times, it was the age of • Someone is going to yell. what? I miss that group. I’d love to get wisdom, it was the age of foolishness, it • Someone is going to cry. them back together for one of my current was the epoch of belief, it was the epoch • You might make an enemy for life. projects. Sure, we’d disagree, and of incredulity, it was the season of Light, we’d definitely need to reinstitute the it was the season of Darkness ....” But in the name of cheerful optimism, talking stick, but I bet we’d have some As I understand it, the idea behind there are some silver linings, too: great ideas. Who knows, we might even group work is “co-operative learning.” • The project always gets done. have some fun while we were at it. BC

Window to wow: Derek Juno (BCom ’11) shot this stunning image of Budapest, Hungary while on a break from his exchange at Jönköping International Business School in Sweden.

30 University of Victoria | spring/summer 2012 Business Class | PETER B. GUSTAVSON SCHOOL OF BUSINESS 31