Focus Hawaii Dr. Edward A. Jensen and Dr. Gary Smith

Authors

• Lance Chase
• Edward Jensen
• Gary Smith

Files

Description

Hosted by Lance Chase, this episode of Focus Hawaii features Dr. Edward Jensen, professor of instructional design, and Dr. Gary Smith, professor of hospitality management, as they discuss their backgrounds, their collaboration on faculty development, and their work documenting Total Quality Management (TQM) practices at the Ritz‑Carlton on Maui. They explain the origins and principles of TQM—emphasizing customer focus, employee empowerment, teamwork, and continuous improvement—and describe how these practices translate across business, education, and everyday life. Through anecdotes from their visit to the Ritz‑Carlton, they highlight examples such as employee autonomy, the “Credo Card,” creative problem‑solving, and even the hotel’s on‑site herb garden, illustrating how TQM fosters quality and motivation. They also reflect on applying TQM concepts in the classroom, the shift from “sage on the stage” to “guide on the side,” and the importance of reducing fear of failure in learning environments. The episode provides an accessible introduction to quality management philosophy, though the video is somewhat blurry and several audio segments fade in and out, making parts of the discussion harder to follow.

Length of Video

00:29:27

File Size

2.5GB

Archives Call Number

22.FH

Air Date

Spring 5-11-1995

Keywords

Lance Chase, Focus Hawaii, Dr. Edward Jensen, Dr. Gary Smith, BYU–Hawaii faculty, instructional design, hospitality management, Total Quality Management, TQM principles, Ritz‑Carlton Maui, employee empowerment, customer service training, quality management education, curriculum design, classroom TQM, education quality improvement, guide on the side, mission statements, internal and external customers, continuous improvement, faculty development, herb garden Ritz‑Carlton, service excellence, blurry archival video, audio cutting in and out.

Disciplines

Business

Recommended Citation

Chase, Lance; Jensen, Edward; and Smith, Gary, "Focus Hawaii Dr. Edward A. Jensen and Dr. Gary Smith" (1995). Focus Hawaii. 78.
https://digitalcollections.byuh.edu/focushawaii/78