Quality is a way

1. Quality As A Tool for
Competitive Advantage
You Reap What You Sow

2. LEAD US HEAVENLY FATHER LEAD US

3. .
HARVESTING THE BEST VALUE IN THE VINE YARD
Adegbemi Babatunde ONAKOYA
B.Sc. (Hons, Econ) Unife; (OAU) M.Sc. (Econ, Distinction, LASU);
MBA, PhD Business & Applied Economics, (OOU) FCIT FCA
Associate Professor (Macro Economics)

4. ACCREDITATION -
Institutional Accreditation or Recognition
National Universities Commission, Nigeria
Nursing and Midwifery Council of Nigeria (NMCN)
Institute of Chartered Accountants of Nigeria (ICAN)
Chartered Institute of Bankers of Nigeria (CIBN)
West African Health Examination Board (WAHEB)
Council of Legal Education (CLE)

5. Welcome
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6. Welcome
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7. Welcome
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8. Welcome
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9. Welcome
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10. Welcome
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11. BUTH Centre of Excellence
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12. BUTH Centre of Excellence
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13. Are these in Babcock?

14. Is this in Babcock?
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15. BUTH
OUT OUT

16. BUTH Horticulture on the Wall

17. WHICH OF BABCOCK DO WE BELIEVE?
?
17

18. What is your definition of Quality?
?
18

19. Quality perspectives
Everyone defines Quality based on their own perspective of it. Typical responses
about the definition of quality would include:
1.Perfection
2.Consistency
3.Eliminating waste
4.Speed of delivery
19

20. Quality perspectives
Everyone defines Quality based on their own perspective of it. Typical responses
about the definition of quality would include:
1. Compliance with policies and
procedures
2. Doing it right the first time
3. Delighting or pleasing customers
4. Total customer satisfaction and service
20

21. Quality Definition
The concept and vocabulary of quality are elusive.
Different people interpret quality differently.
Few can define quality in measurable terms that can be proved operationalized.
When asked what differentiates their product or service;
The banker will answer” service”
The healthcare worker will answer “quality health care”
The hotel employee will answer “customer satisfaction”
The manufacturer will simply answer “quality product”

22. What is Quality?
Dictionary has many definitions:
Essential characteristic
Superior
22

23. What is Quality?
◦Customer satisfaction
◦Fitness for Use
23

24. What is Total Quality Management?
A comprehensive, organization-wide
effort to improve the quality of products
and services, applicable to all
organizations.
24

25. What is a customer?
Anyone who is impacted by the product or process delivered
by an organization.
External customer: The
end user (PATIENTS)
25

26. What is a customer?
Anyone who is impacted by the product or process delivered
by an organization.
Internal customer: Other
divisions of the company that
receive the Service
(OTHER DEPARTMENTS.)
26

27. What is a product?
The output of the process carried out by
the organization.
goods (automobiles, missile),
software ( computer code, a report)
service ( banking, insurance, medicine,
teaching)
27

28. How is customer satisfaction achieved?
Two dimensions: Product features and Freedom from deficiencies.
PRODUCT FEATURES – Refers to quality of design.
Examples in manufacturing industry: Performance, Reliability, Durability, Ease of use,
Esthetics etc.
Examples in Service industry:
Accuracy, Timeliness,
Friendliness and courtesy,
Knowledge,
Correct Diagnostics etc.
28

29. How is customer satisfaction achieved?
Two dimensions: Product features and Freedom from deficiencies.
FREEDOM FROM DEFICIENCIES –
Refers to quality of conformance.
Higher conformance means
fewer complaints and increased
customer satisfaction.
29

30. Why Quality?
Reasons for quality becoming a cardinal
priority for most organizations:
Competition –
Today’s market demand high quality
products at low cost.
Having `high quality’ reputation is not
enough! Internal cost of maintaining the
reputation should be less.
30

31. Why Quality?
Reasons for quality becoming a cardinal priority for most organizations:
Changing customer –
The new customer is not only commanding
priority based on volume but is more
demanding about the “quality system.”
31

32. Why Quality?
Reasons for quality becoming a cardinal priority for most organizations:
Changing product mix –
The shift from low volume, high price to
high volume, low price have resulted in a
need to reduce the internal cost of poor
quality.
32

33. Why Quality?
Product complexity –
As systems have become more complex, the reliability
requirements for suppliers of components have become
more stringent.
Adventist College of West Africa (ACWA) in 1959, initially
with 7 students.
Babcock University Student enrolment was about
◦ 2009 - 6,000
◦ 2017 - 12,000
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34. are getting spawned by increasing competition.
◦Technology
◦Knowledge
◦Exposition
◦Competition
◦Alternatives
◦ Wifi
◦Religion / Spirituality
34
Higher levels of customer satisfaction

35. Quality levels
At organizational level, we need to ask following
questions:
1. Which products and services meet your
expectations?
2. Which products and services you need that
you are not currently receiving?
35

36. Quality levels
At process level, we need to ask:
1. What products and services are most important to
the external customer?
2. What processes produce those products and
services?
3. What are the key inputs to those processes?
4. Which processes have most significant effects on
the organization’s performance standards?
36

37. Additional Views of Quality in Services
Technical Quality versus Functional Quality
◦Technical quality—the core element
of the good or service.
◦Functional quality—customer
perception of how the good functions
or the service is delivered.

38. Expectations and Perceptions
◦Customers’ prior expectations
(generalized and specific service
experiences) and their perception of
service performance affect their
satisfaction with a service.
◦Satisfaction = (Perception of
Performance) – (Expectation)

39. MANAGEMENT OF
PROCESS
QUALITY
HUMAN RESOURCE
DEVELOPMENT AND
MANAGEMENT
STRATEGIC
QUALITY
PLANNING
INFORMATION
AND ANALYSIS
CUSTOMER
FOCUS &
CUSTOMER
SATISFACTION
QUALITY
AND
OPERATIONAL
RESULTS
SENIOR
EXECUTIVE
LEADERSHIP
System Approach for TQM
Driver
System
PROFIT / SURPLUS

40. .
Generic Quality
Principles
Quality Work the First Time
Strategic Holistic Approach to
Improvement
CI as a Way of Life
Mutual Respect and Teamwork
Focus on the Customer
Babcock Core Values
Excellence Our Culture
Integrity Our Promise
Accountability Our Moral
Servant Leadership Our Dignity
Team Spirit Our Strength
Autonomy & Responsibility Our Passion
Adventist Heritage Our Commitment

41. Indicators for Customer Satisfaction
Frontline empowerment
Excellent hiring,
training,
attitude and morale for front line employees
Proactive customer service system
Proactive management of relationship with
customers

42. Indicators for Customer Satisfaction
Use of all listening posts
Quality requirements of market segment
Commitment to customers
Understanding customer requirements
Service standards meeting customers
requirements

43. Quality Management: The Need for Self Development
Customer
Expectations
Company Operations
(Processes)
Customer
Satisfaction
Staff
SELF DEVELOPMENT

44. Efforts at Self
Development
ADEGBEMI BABATUNDE ONAKOYA
B.SC. (HONS, Econ) UNIFE; M.Sc. (Econ, Distinction, LASU);
MBA PhD Business & Applied Economics, (OOU) FCIT FCA MNES
45

45. Non Academic Appointments
Position Organization Start
Period
1
Secretary to State Government Ogun State Government, Nigeria Feb. 2008
2
Director General Bureau of Management & Budget, Ogun State
Government
July, 2007
3
Bursar Moshood Abiola Polytechnic, Abeokuta Mar. 2006
4
Executive Director (Finance & Administration.) North-West Communications Ltd., Lagos Nov. 2002
5
Finance Director Berger Paints Nigeria PLC. Jan. 2000
6
Finance Manager, Manager, Quality &
Business Transformation
NCR Nigeria PLC., Lagos July, 1991
7
Assistant Vice President Lenoil Holdings Ltd., Lagos Nov. 1988
8
Operations Support & Audit Manager Rank Xerox Nigeria Ltd., Lagos Nov. 1987
9
Senior Manager (Finance & Administration) Honeywell Group of Companies, Lagos Aug. 1984
10
Treasury Manager / Inspector Cooperative Bank Ltd., Ibadan Feb. 1981

46. Tai Solarin University of Education,
Ijebu Ode, Nigeria.
Started as Lecturer II
Left as Senior Lecturer in 3 years
.
47

47. Gbemi Onakoya
He has 64 Journal articles As at January 28, 2019, his papers had
been viewed 53000+ times in 178 countries and territories
(http://babcockuniversity.academia.edu/adegbemionakoya).
48
Dr. Onakoya
Associate Professor (Macro Economics)
Babcock University
Ilishan-Remo,
Nigeria.

48. Gbemi Onakoya
49
Professor Onakoya
Adjunct Professor
Business & Applied Economics
Crescent University
Abeokuta, Nigeria.

49. Publication by Leadership
Total
Publications
Lead Author
No. %
Journals 59 33 62
Chapter in Books 3 3 100
Papers in Edited
Conference
Proceedings
2 1 50
Gross 64 37 64

50. Publications By Outlet
No %
International 42 67
Local 22 33
GROSS 64 100

51. .
You're now in the top 1% of
researchers on Academia.edu!
February 11, 2019
.
THIRTY-DAY
STATISTICS
29
PROFILE VIEWS
425
DOCUMENT VIEWS
279
UNIQUE VISITORS

52. .
Country All-Time Views
1 Nigeria 21,085
2 United Kingdom 6,490
3 India 2,595
4 United States 2,580
5 Pakistan 1,880
6 Malaysia 1,801
7 Indonesia 1,041
8 Kenya 850
9 Ghana 729
10 South Africa 639
11 Philippines 590
12 Ethiopia 419
13 Zimbabwe 412
14 Bangladesh 372
15 Uganda 371
16 Canada 367
.

53. ..
18 Turkey 301
19 Australia 289
20 Germany 249
21 United Arab Emirates 249
22 Unknown 233
23 Sri Lanka 211
24 Namibia 201
25 Zambia 193
26 Egypt 184
27 Netherlands 184
28 Singapore 166

54. ..
29 Rwanda 165
30 China 163
31 Tunisia 153
32 Iran, Islamic Republic 150
33 Cameroon 141
34 Viet Nam 139
35 Jamaica 138
36 Mauritius 133
37 France 132
38 Italy 117
39 Ireland 113
40 Saudi Arabia 103

55. ..
45 Russian Federation 79
46 Thailand 78
47 Benin 77
48 Korea, Republic of 77
49 Spain 77
50 Romania 74
51 Switzerland 74
52 Somalia 72
53 Bahrain 70
54 Algeria 69
55 Sudan 68
56 Botswana 67
57 Albania 62
58 Palestinian Territory, Occupied 56
43 Hong Kong 91
44 Nepal 81
41 Japan 93
42 Jordan 92

56. .. 61 Lebanon 51
62 Ukraine 51
63 Sierra Leone 50
64 Belgium 47
65 Morocco 47
66 Iraq 46
67 Poland 46
68 Oman 44
69 Qatar 43
70 Sweden 39
71 Malawi 38
72 Greece 37
73 Denmark 35
74 New Zealand 34
75 Brunei Darussalam 32
76 Austria 31
77 Swaziland 31
78 Norway 30
79 Bulgaria 28
80 Liberia 27
59 Czech Republic 54
60 Trinidad and Tobago 54

57. ..
81 Mexico 27
82 Taiwan 27
83 Djibouti 26
84 Finland 26
85 Kuwait 26
86 Lithuania 26
87 Senegal 25
88 Barbados 23
89 Peru 23
90 Brazil 22
91 Guyana 21
92 Hungary 21
93 Mozambique 21
94 Portugal 21
95 Cambodia 20
96 Gambia 20
97 Colombia 19
98 Azerbaijan 18
99 Belize 18
100 Maldives 18

58. ..
101 Kazakhstan 17
102 Macedonia, the Former Yugoslav Republic Of 17
103 Serbia 17
104 Cyprus 16
105 Saint Lucia 16
106 Fiji 15
107 Mongolia 15
108 Uzbekistan 15
109 Suriname 14
110 Luxembourg 13
111 Syrian Arab Republic 13
112 Israel 12
113 Kyrgyzstan 12
114 Côte D'Ivoire 11
115 Croatia 11
116 Papua New Guinea 11
117 Antigua and Barbuda 10
118 Bhutan 10
119 Bosnia and Herzegovina 10
120 Lesotho 10

59. ..
121 Slovakia 10
122 Belarus 9
123 Burkina Faso 9
124 Latvia 9
125 Montenegro 9
126 Libyan Arab Jamahiriya 8
127 Mali 8
128 Yemen 8
129 Afghanistan 7
130 Myanmar 7
131 Armenia 6
132 Cape Verde 6
133 Malta 6
134 Argentina 5
135 Chile 5
136 Congo, The Democratic Republic Of The 5
137 Paraguay 5

60. ..
145 Dominica 3
146 Ecuador 3
147 Grenada 3
148 Guinea 3
149 Jersey 3
150 Madagascar 3
151 Vanuatu 3
152 Venezuela 3
153 Bahamas 2
154 El Salvador 2
155 Macao 2
140 Georgia 4
141 Laos 4
142 Mauritania 4
143 Niger 4
144 Togo 4
138 Angola 4
139 Congo 4

61. ..
161 Costa Rica 1
162 Cuba 1
163 Estonia 1
164 French Polynesia 1
165 Guatemala 1
166 Haiti 1
167 Iceland 1
168 Moldova, Republic of 1
169 Puerto Rico 1
156 Monaco 2
157 Netherlands Antilles 2
158 Nicaragua 2
159 Saint Kitts And Nevis 2
160 Sao Tome and Principe 2

62. ..
170 Seychelles 1
171 Slovenia 1
172 Timor-Leste 1
173 Tonga 1
174 Uruguay 1
175 Virgin Islands, U.S. 1
Retrieved from:
http://www.babcockuni.academia.edu/adegbemionakoya

63. Get Involved
Departmental Responsibilities beyond Normal
Chapel Seminar
Prayer Meetings
Sponsorship & Mentorship
Deployed to the service of the University,

64. Get Involved
Integration of Faith
and Learning
(Service)(IFL)

65. Get Involved
 Faculty member on PG programmes
Accounting (PhD and MSc)
Banking & Finance (MSc), and
Business Administration & Marketing (MSc).
Resource person on Staff capacity building Seminars
Accounting
Political Science & Public Administration, and
Banking & Finance.

66. Get Involved
PhD Internal Examiner
Business Administration & Marketing
Political Science & Public Administration and
Information Resources Management.
Co-supervising three PhD candidates in Accounting
Dept.
Authored refereed journal articles with Five of my
students in the Departments of
Economics and
Accounting.

67. A Man of Honour
Awards
Manager of the Year - Polyventures Ltd Ibadan (1986),
Board of Directors' Recognition - NCR (Nigeria) PLC Lagos (1993)
Great Performance Award - NCR Corporation Dayton Ohio USA
(1993)
Otunba Boyejo of Ijebu Ife
Otunba Bajulaye of Ilodo, Ijebu Imusin
68

68. Not Always Rosy
Car Hire / Kabukabu became my new job even with BSc. ACA
Maintenance Culture
Track the Expenses / Running Costs
Cash Control
Law Compliance
69
Kabukabu 4

69. Key
You need to get involved in the building
of a Better Babcock through your
Good things and actions

70. What are “good” actions?
To answer that question we must first reflect on the nature
of God.
One foundational truth is the nature of God’s character.
Jesus referred to God as “good,” agathos in the Greek.
The term means being good in its character or constitution,
and is beneficial in its effect.

71. What are “good” actions?
God gives good things
 (Matthew 7:11, Luke 1:53, Hebrews 9:11, James 1:17)
God has a will that is good (Romans 12:2)
God destined humanity for good works
 (Ephesians 2:10, Philippians 1:6, Hebrews 13:21) and
God gives good hope to those who believe
 (II Thessalonians 2:16).

72. Actions and Motives
Beyond Good Actions
is the Motive
Mark 12:41-44 (NIV)

73. Actions and Motives Mark 12:41-44 (NIV)
Consider an event described in the life of Jesus in which He observed
a poor widow whose actions were no different than those of the
crowd in the temple area.
Jesus sat down opposite the place where the offerings were put and
watched the crowd putting their money into the temple treasury.
Many rich people threw in large amounts.
But a poor widow came and put in two very small copper coins,
worth only a fraction of a Kobo.

74. Actions and Motives Mark 12:41-44 (NIV)
Calling his disciples to him, Jesus said,
"I tell you the truth, this poor widow has put more into the
treasury than all the others. They all gave out of their wealth;
but she, out of her poverty, put in everything--all she had to live
on."
Many were depositing money into a receptacle for offerings on
this particular day.
But notice that Jesus focused not only on the action of the
individual but also on the motive.

75. Actions and Motives Mark 12:41-44 (NIV)
And the motive of this woman was remarkably different.
Jesus points out to the disciples that her motive was one of
faith because she sacrificed her own well being in giving her
few, precious coins.
The lesson is seems quite clear.
The actions were similar but the motivation was different.
Jesus emphasizes the fact that thoughts and motives were
just as important as one’s actions.

76. Biblical Injunctions
1 Mathew 5: 13-16
Be the Salt and Light
2 Romans 1: 1-5 Respect and Honor Authorities
3 1 Timothy 2:1-4 Pray for all in Authority
4 Proverbs
6:6-11, 24: 30-34
Do not be Lazy
5 1Peter 5:5-6 Be Humble

77. Biblical Injunctions
7 1Peter 2:9 Chosen special people
8 James 1:5,6 Ask God for wisdom
9 John 15:1-8 Abide in Christ, is more fruitful
6 Ephesians 6:5-7 No to Eye service

78. Koranic Injunctions
Ar-Rum
(Romans)
Q30 Vs. 30
Set your face steadily and truly to the faith in Allah’s
handiwork
Al-Araf (The
Heights)
Q 7 Vs. 85
Give right measure and weight.
Do not deprive people of their due right
Cause not corruption upon the earth after
its reformation.
Q41 Vs. 34
Good deed and the bad are not equal.
Repel Evil

79. Conclusion
As we move forward …

80. Conclusion
TEAMING WITH OTHERS …

81. The Innovator’s Journey
“First they ignore you.

82. The Innovator’s Journey
Then they laugh at you.

83. The Innovator’s Journey
Then you win
MOHANDAS KARAMCHAND GANDHI 1869 - 1948

84. Conclusion
The future is in our hands…

85. The time to act is now…

86. Conclusion
We are in the hands of the
Lord…

87. Isaiah 41:10
Fear not for I am with you,
Be not dismayed for I am your God
I will strengthen you
Yes, I will help you
I will uphold you with my righteous right hand

88. WHAT A FRIEND WE HAVE IN JESUS

89. To God Be The Glory

90. .
ADEGBEMI BABATUNDE ONAKOYA
B.SC. (HONS, ECON) UNIFE; (OAU) M.SC. (ECON, DISTINCTION, LASU);
MBA PHD BUSINESS & APPLIED ECONOMICS, (OOU) FCIT FCA MNES
91

91. My overall goal …
… to engage in value added type
of activities to the glory of God
and service to humanity.
92