Past ceremonies
4 October 2007 at 5pm
Geelong - Costa Hall
Ceremony for the Faculty of Business and Law
Stage Party
Deputy Chancellor Mr James Nichol presided, assisted by the Vice-Chancellor Professor Sally Walker.
MC was the Chief Operating Officer, Mr Graham Dennehy.
Mace-bearer was Faculty of Business and Law Senior Lecturer, Ms Annemieke Craig.
Presenters were:
Deputy Dean of Faculty of Business and Law, Mr Chris Kelly.
Chair of the Academic Board, Professor Frank Stagnitti.
Student Response was delivered by Dr Vanessa Cooper - PhD.
Doctoral Degrees
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Doctor of Philosophy
Dr Vanessa Cooper
Whose thesis was entitled:
"Knowledge Transfer in Enterprise IT Support Provision Using Web-Based Self-Service."
Summary
This research identified critical success factors and a staged model of knowledge transfer in the provision of after-sales information technology support to enterprise customers when Web-based Self-service Systems are used. The research highlights the need for a relational, stakeholder-oriented approach that considers stakeholder interactions, knowledge flows, needs and capabilities.
Dr Nichola Robertson
Whose thesis was entitled:
"Self-Service Technologies and Consumer Complaining Behaviour: An Empirical Investigation."
Summary
Consumers often report dissatisfaction with technology-based services. This thesis, for the first time, examines consumer complaining behaviour with regard to these services, and identifies the factors that influence it. Complaint management strategies are recommended that benefit both organisations and consumers in this evolving service context.
Occasional Address
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The Occasional Address (ilecture recording - requires broadband) was delivered by Mr Christopher Lynch, former CFO BHP Billiton.
Mr Lynch commenced his career in 1975 with various accounting and management roles with the Winter and Taylor Group of automotive dealers in Geelong.
In 1979 he joined Alcoa of Australia Limited and progressed through a series of management roles including Accounting and Industrial Engineering Manager at the Point Henry Works in Geelong. He then moved to the role of Financial Accounting Manager and later promoted to the role of Accounting Manager, Alumina Operations in Western Australia.
In 1987 Mr Lynch joined Universal Waldeck Limited as General Manager, Finance and Administration before rejoining Alcoa of Australia Limited as Corporate Accounting Manager. He was then promoted to Alcoa's head office in Pittsburgh USA as Manager of Financial Risk and Treasury operations for the global corporation.
In mid 1994 he returned to Australia to head the rolled products business and in 1995 was appointed Managing Director of KAAL Australia.
In 1997 he moved to Lausanne in Switzerland as Chief Financial Officer (Europe), for Alcoa Incorporated.
In 1999 he was appointed Vice President of Alcoa Incorporated and returned to Pittsburgh to become Chief Information Officer for the global corporation.
In November of 2000 Mr Lynch was recruited by BHP as Chief Financial Officer, Minerals. In September 2001 he was appointed Chief Financial Officer for BHP Billiton Limited and in January 2006 was named an Executive Director of BHP Billiton Group.
In April 2006 he was appointed Group President, Carbon Steel Materials, a position he held until his retirement in August 2007.
Mr Lynch is a fellow of the Australian Society of Certified Practicing Accountants and holds Deakin University Bachelor of Commerce and Masters of Business Administration degrees.
