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Professor Claes Fornell Awarded Honorary Professor of Tianjin University

Professor Claes Fornell, Donald C. Cook Professor of Business Administration, and Director of National Quality Research Center, was awarded an honorary professorship at Tianjin University on February 2, 2008. President GONG Ke met with Prof. Fornell. Discussions were made on collaboration between TU and University of Michigan in the field of customer satisfaction measurement and customer asset management. After receiving the letter of appointment from President GONG Ke, Prof. Claes Fornell gave a lecture entitled "The Growing Relevance of Customer Satisfaction for Business Management Investment Returns and Economic Growth". Claes Fornell is one of the world's leading experts on customer satisfaction measurement and customer asset management. He is responsible for the ACSI, a national indicator of the economy, and for similar indices in Europe and Asia. He also has developed a system, for which he was given a US patent, which enables firm to identify company-specific aspects that have the largest impact on customer satisfaction and economic returns. He also is the chairman and founder of the CFI Group and Foresee Results, two companies that develop and implement this system throughout the world.