ISSUE 25: MARCH - MAY 2016
www.theservicemag.com
ALL YOU NEED TO KNOW TO IMPROVE YOUR SERVICES
LE CHARISME CHEZ LES MANAGERS IMPAMVU 6 UMUNTU ABA AKWIYE KWITWARA NEZA AHO AKORA
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Deliver an outstanding customer service experience Is it rude to be on your phone during a service interaction
7 Étapes pour devenir un vrai Provocateur de résultats The power of Feedback in business Ibintu 12 byagufasha guhorana akanyabugabo, witeguye, kandi ufite ishyaka ryo kujya mbere How to reatain your best employees
The strength of Good packaging Customer Service is more than a smile! Expanding the financial Services ecosystem - Rswitch limited They Wowed us The state of customer service in ghana – The way forward The 4 Ps of marketing a hotel in the Dot com era
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Has customer service in Rwanda improved? 7 Ways to create a successful integrated marketing campaign
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10 reasons why you should travel The Touch of A lifetime Management participatif vs democratie dans l’entreprise Reputation of Service Excellence Le charisme chez les Managers Management participatif vs democratie dans l’entreprise Reputation of Service Excellence Comment faire Des reprimandes sans tuer le genie Our frustrations Impamvu kurya ibikomoka kubimera ari ingirakamaro All round service Tips from café javas
Photo credit:
By: Gadi Habumugisha
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The How of Healthcare Impamvu 6 zikwiye gutuma Ugarura uwahoze ari umukozi wawe, mu gihe utanga akazi
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ralph’s studio: a creative child’s overflow of imagination Impamvu 6 umuntu aba akwiye kwitwara neza aho akora we endeavor to deliver beyond our client’s expectations The handbag an accessory or a necessity Pictorial
P lus.... Advertorials
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Uap akanigi- motor cover especially designed for ladies As the private sector body for tourism in East Africa, East Africa Tourism Platform (EATP) believes in the vision of a vibrant and diver se single tourism destination providing exceptional experiences and services.
PUBLISHER’S NOTE HAPPY 6TH TSM! A
gainst all odds, we have made it to our 6th anniversary. In December 2009 I was on vacation in Ghana and discovered a Human resources magazine. I read every single page and when I got back to Rwanda, I decided I would do the same with a focus on Customer Service. I had been a trainer in this area for several years and I loved writing and had been contributing column in The New Times. I even remembered I had written a Customer Care Handbook for the Private Sector Federation and the Rwanda Development Board. Well, what seemed to be an easy hobby became a full time job after I registered The ServiceMag as a company in July 2010. Over the years, we have learned several aspects about the publishing business and have come a long way. We have become a watchdog for improved service delivery in Rwanda. Our vibrant social media networks are used daily by thousands of people to raise awareness about the need for excellent service in both public and private institutions. Our business events draw major stakeholders in the service industry to share knowledge and network. Quality and our constant quest for excellence in all we do are probably what make us stand out. Along the way, we have been tempted several times to give up especially when we fail to get advertisers and sponsors for our free publication that has no other sources of revenue.When we were forced to cancel our fourth Best Service Provider survey early this year, because of lack of sponsorship, several consumers offered to raise money by themselves for the research because they understood that service rating is an important aspect of improving service delivery. What a better vote of thanks could we expect? Undeniably, our business model is a challenge because without sponsorship, no matter how educative and interesting the content of the magazine is, we are faced with the uncertainty of publishing. The frequent advice we get is to reduce on the quality of the printed magazine and probably only focus on an online publication. However, I am passionate about sharing knowledge and I know that the lifespan of a quality magazine is far longer than a quick glance on a smartphone. Today, we are extremely happy to see people reading some of our first issues published six years ago. Share your knowledge. It is a way to achieve immortality said Dalai Lama. Would you appreciate with us all our partners, contributors, readers, team members who have stuck with us against all odds. We are not there yet but we believe together, we can help raise the level of customer service in Rwanda and in the region. Rwanda has made significant progress in many aspects and service delivery is one area that still needs a lot of work. We are optimistic about the future because rather than looking in the rear view mirror, we want to look ahead and believe we will be there very soon. Believe that with me and let’s all work together to that objective.
Sanda Idossou
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A L L YO U N E E D T O K N O W T O I M P R O V E YO U R S E R V I C E S
CEO / PUBLISHER
Sandra Idossou: sidossou@theservicemag.com
ENGLISH EDITOR:
Aryantungyisa Otiti: aryantu@theservicemag.com
KINYARWANDA EDITOR:
Gaspard Habarurema: gaspardhabarurema@gmail.com
FRENCH EDITOR:
Diana Ramarohetra: diana@theservicemag.com
DESIGN & LAYOUT:
Wairagala Stephen: Tel: +250 788 353 352 stephanitto@gmail.com / stefways@yahoo.com
MARKETING CONSULTANTS:
EVA GARA: 0782029803 evagara@yahoo.com
PHOTOGRAPHY:
Bizimana jean: +250 782 216 622 bizimanaimumpaye@gmail.com , bizimanajean@ymail.com
CONTRIBUTORS:
Mugisha Ebenezer, Cassie Mc Innes, Lisa Mc Querrey Zubair Philander, Jean-Pierre Lauzier, Junior Sabena Mutabazi, Hermann H.capko, Brian Hughes, Gandonou S.marcellin, Bonnie Kim, Ssennyonjo Saleh, Martin Wanjohi Kairu, Dr Rachna Pande, Diana Ramarohetra, Jerry Were, Sandra Idossou, Mirembe Mutesasira, Aryantungyisa K. Otiti, Rwubahuka Jean- Hecto Wuff,
THE FOLLOWING ORGANIZATIONS SUPPORTED US IN PRODUCING THIS ISSUE: R-SWITCH, RWANDAIR, ECOBANK, EATP, AIRTEL, AF LINK, AKAGERA AVIATIONS, SELECT KALAOS ABG,
DISCLAIMER:
The opinions, articles and photos in The Servicemag & The Servicemag On-line do not necessarily reflect those of the editor, publishers or their agents. While every care is taken to ensure the accuracy in preparing this magazine, The ServiceMag assumes no responsibility in effects risen there from and cannot accept responsibility for accidental loss of errors in articles and pictures.
The ServiceMag Rwanda Tel: +250 788 781 562 email: info@theservicemag.com advert@theservicemag.com The SERVICEMAG March - May 2016
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CUSTOMER SERVICE
WE LOVE TO HEAR
FROM YOU GREAT INITIATIVE OF BEST&WORST SERVICE PROVIDERS Thank you for putting in place the annual best and worst service providers ‘awards. It makes companies that they are not alone in the market and see how they have doing throughout the year. Now u added two platforms: SMS and Whatsapp. Great initiative. Davis
Welike The ServiceMag because it helps any one who is into business in Rwanda Wealwayslearn new thingsfromeach single page any time itcomes out. Welldone to your team George Baryamwisaki
GUSHIMIRA IKIPE YOSE YA THE SERVICE MAG Dukomeje gushimira ikipe yose ya The Service Mag kubera ubwenge bakomeza kutugezaho,mu by’ukuri byaguye imyumvire yanjye mu gutanga no guhabwa serivisi. Mukomereze aho. Murakoze. Louise
UN MAGAZINE DE QUALITE ET UNIQUE AU RWANDA The Service Mag, un magazine de tres haute qualite avec un contenu tres interessant,vous faites du bon boulot. Vous etes les seuls au Rwanda a publier un magazine avec un focus sur le service. Je vous felicite,vous etes les meilleurs. Christelle
Sandra, you have provedthatbeyonddoubt. You have unfolded a multitude of opportunities to many. You are a living reminder of what hard-workingis all about and a testimony to whatresilienceentails. Happy International Women’s Day Edwin Sabuhoro
FELICITATIONS Bonjour, Je voudrais juste vous congratuler pour la ligne nouvelle prise par TheServiceMag, le journal que vous dirigez. En effet, en tant que lectrice de ce magazine, j’ai constaté une nette amélioration dans la qualité des articles qui aujourd’hui ajoutent une plus value. La profondeur des thèmes que vous développez est réelle. Un lecteur peut y puiser une source d’information très utile.
MWONGERE INKURU MU KINYARWANDA Ndi umucuruzi kdi ngira amahirwe yo gusoma ikinyamakuru cyanyu uko gisohotse. Imbogamizi ngira nuko inkuru z’Ikinyarwanda ari nkeya cyane ukurikije izo mu Cyongereza no mu Gifaransa. Nasabaga ko mwakongera Ikinyarwanda kugira ngo abantu bamenye agaciro k’inkuru zanyu. Murakoze. Damascene
Merci encore pour votre perseverance Sandra, Une fidèle lectrice et admiratrice, Anne-Solange
This magazine is yours. You too can contribute by sending to editor@theservicemag.com short articles of less than 500 words that can educate and sensitize readers in English, French and Kinyarwanda. 6
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Write to us: Ese mwakunze inyandiko tubagezaho? Turabasaba ngo muduhe ibitekerezo kuri
editor@theservicemag.com
UAP AKANIGI- MOTOR COVER ESPECIALLY DESIGNED FOR LADIES Ibyo Mbarusha! UAP Akanigi, a special cover for her Contact us!
In line with the mission to enhance quality of life by delivering peace of mind, UAP Insurance Rwanda developed this special product inspired by Women’s motor vehicle needs and challenges. “Akanigi” refers to UAP valued clients and their valued properties such as their cars that UAP wishes to take care of with them. With UAP Akanigi, our clients enjoy the entire benefits of a motor comprehensive cover. Additional to that, another revolutionary and complementary benefit is the technical support offered to members in several circumstances. This product was specially designed to provide solutions to our clients’ challenges when their vehicles have technical failures such as damaged and flat tires and wheels, being locked out or loss of keys, needing towing services, to mention but a few.
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Women need a partner; a brother, friend, husband or any other close person to call when they have a technical problem.
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UAP Akanigi is a new comprehensive motor product, that was launched by UAP Insurance Rwanda in August 2015 following the regulators authorization to avail the product on the Rwandan Market.
The cover also takes care of annual technical control fee payment and motor valuation. Women need a partner; a brother, friend, husband or any other close person to call when they have a technical problem. UAP’s wish isto be that special partner and so provide its clients with total peace of mind.
UAP Akanigi is an innovative cover developed to match the ladies’lifestyle; an insurance cover taking care of their cars and themselves. In addition to theabove mentioned benefits the members enjoy special discounts with key beauty salons and Parlors in Kigali.
Together, let’s protect what you value The SERVICEMAG March - May 2016
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FEATURE
The problem behind poor-quality service delivery today is the misunderstanding of the concept of service itself. Anyone deserves respect, a smile and good service. How much more do you think your customer deserves? Many cultures encourage courtesy and kindness and these are what fuels a good customer service delivery.
Deliver an outstanding customer service experience By Mugisha Ebenezer
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n outstanding customer service makes your business and work astonishingly productive. That is why companies and businesses keep doing much more every day to improve their customer service experience. J.C Penny said: “Courteous treatment will make a customer a walking advertisement.” The testimony of your customers often reflects the reality of your service and vice-versa. How do you treat your customer? The same way you would aguest at home?If you understand the concept of customer service, you would prob-
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ably agree that anything less is too cheap. “I consider each customer as a family member who deserves nothing but the best service” said Tammy Toh. Customer satisfaction should be every business’s major concern. Whether you meetmany or few customers, it is vital tooffer them a delightful and quality service in order to be successful.
WHY SHOULD YOUR CUSTOMER SERVICE STAND OUT? Because by delivering an excellent service to your customers, you’re caring about your business.Your customers should feel honored by your greeting, be stunnedby your attention, and be contentwith your feedback; no matter what.
What impression do your customers get from your service? Not bad? Good? Excellent?Customer happiness is the key to success. When a customer has a bad experience with a company, they usually tell their colleagues, family and friends. According to SIGNIUS communications, an average unhappy customer will share their poor experience with as many as 9-15 people. An outstanding customer service pushes the margins of the ordinary but it pays-off. Such a service is wellmeant, inspired not only by the focusto your success but also agood insight of what your customers deserve. Service providers need to realize that customers should never become an interruption totheir work. After all, they are the very people it exists for.Everyone needs a service and deserves the best of it.Give an outstanding service to your customers today. Doing so is a sure sign you’re ready to win even more customers. TSM mgsebenezer@gmail.com
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MANY CULTURES ENCOURAGE COURTESY AND KINDNESS AND THESE ARE WHAT FUELS A GOOD CUSTOMER SERVICE DELIVERY
By Cassie Mc Innes
Many cultures encourage courtesy and kindness and these are what fuels a good customer service delivery.
I
was on my phone to my mum yesterday in a gift shop, as I was asking my her present to get someone we both love. When I got to the counter I saw some jewellery so I started talking it through to mum. I looked at the lady a bit further to the back of the counter. I said, “I’ve got to go, mum, it’s rude to be on the phone”. The lady came to the counter, looked down at my chosen item and said “it is” in a judgmental tone. I hung up the phone and said “sorry about that, being on my phone”. The lady said in a flat tone “that’s ok”. The lady didn’t offer me gift wrapping or ask me how I was and didn’t give me eye contact. I actually started feeling like a little girl in trouble with a teacher and not like a valued customer. I even lowered
my pride and apologized once more upon leaving, hoping to build a connection with this lady. I got nothing. Okay, so I know some people at shops do not like customers being on their phones and I know some of my friends think it’s rude, so I try to be mindful of that. Personally, I wouldn’t care if people were on the phone if I was selling them simple items but that’s just me. It is a busy world out there. If my mum was with me, we would have just gone up to the counter together and started talking about the jewellery and stopped when the lady spoke to us. Is there a difference between manners and customer service? Does the customer owe the employee 100% at-
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tention OR is the employee there to serve their customers? Do company employees respect and understand their customers are time poor and meet their needs? If you work in customer service, ask yourself : are your expectations too high? Maybe you need to give your customers a break and treat them right and you’ll probably get more business, respect and happiness in return. TSM Performance Consultant at the Australian Red Cross Blood Service https://www.linkedin.com/in/cassiemcinnes-70a0a065
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Is it rude to be on your phone during a service interaction
WHERE WE HAVE BEEN
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CUSTOMER SERVICE
ÉTAPES POUR DEVENIR UN VRAI PROVOCATEUR DE RÉSULTATS Par Hermann H. CAKPO
DERNIER TRIMESTRE DE L’ANNÉE MAIS IL EST ENCORE TEMPS DE TRANSFORMER VOS ESPÉRANCES EN RÉSULTATS EFFECTIFS. VOICI QUELQUES CONSEILS POUR Y ARRIVER :
1. Sachez réellement ce que vous voulez vraiment et pourquoi vous le voulez Identifier les trois domaines majeurs dans lesquels vous avez prévu des résultats et pourquoi vous ne pouvez pas vous permettre de les laisser passer. Exemple : Améliorer votre anglais (résultat) parce que vous avez une présentation à faire à New York (raison). Prenez trois résultats que vous voulez produire et faites la même chose. 2. Listez des actions détaillées et massives pour provoquer les résultats. Faites la liste la plus exhaustive possible des actions que vous devez engager pour provoquer le résultat. Exemple toujours dans la même optique : s’inscrire à des cours intensifs, répéter sa présentation en anglais
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Quote: Les résultats ne se produisent pas. Ils se provoquent.
devant ses collègues, s’inscrire à un clib d’activités en anglais, etc. 3. Transformez votre liste d’action en un plan d’attaque Décrivez l’objectif final à atteindre ensuite définissez ce que cela signifie concrètement. Listez trois à cinq différentes stratégies que vous allez utiliser pour atteindre l’objectif, en passant des plus simples aux plus sophistiquées, des moins chères aux plus chères. Assurez-vous d’avoir différents
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scénarios. Quel club pouvez-vous intégrer ? De qui aurez-vous besoin, pour quoi aurez-vous besoin de lui et comment allez-vous obtenir son aide ? Répondez à ces questions et utilisez ce modèle pour élaborer votre plan d’attaque. 4. Elaborez un programme de travail intense Il y a une différence entre le fait d’avoir un plan et le fait de réorganiser son emploi du temps. Si vous prenez les 3 ou 4 actions majeures qui vont vous propulser vers la réalisation de vos objectifs, combien de temps allezvous leur consacrer chaque jour ?
6. Oubliez ce que vous sentez quand vous devez agir et préférer ce que vous allez sentir une fois que vos résultats seront atteints Certaines personnes veulent attendre d’être super motivés avant d’engager les actions qu’ils doivent engager pour provoquer les résultats qu’ils veulent voir de tous leurs voeux. Personne n’est motivé par rapport aux actions douloureuses à engager. Me réveiller à 4h30 pour écrire cet article n’a pas du tout été motivant. Sincèrement. Mais je sais quel impact il aura sur la vie de nos abonnés. Restez dans mon lit était plus motivant. Mais j’ai un œil sur le résultat à atteindre et je suis pressé de le voir. Voilà le résultat est là et je l’ai provoqué. Me voilà motivé.
Si vous voulez parler l’anglais en trois mois, combien d’heures allez-vous écouter, lire, apprendre de nouveaux mots?
7. Contraignez-vous à l’action Pour provoquer du résultat, vous devez vous contraindre à l’action.
En semaine, en week end ? Elaborez un emploi du temps comme à l’école, à l’université. Donc vous pouvez élaborer un programme intense (tel un programme d’examen) et atteindre vos résultats.
Assurez-vous de gagner la bataille mentale. Visualisez vos résultats, déclarez leur réalisation par des incantations, changez vos habitudes de travail. Soyez avec les gens qui obtiennent les résultats, utilisez les bonnes stratégies, adoptez les meilleures pratiques disponibles.
5. Gagnez la bataille mentale Il ne sert à rien de s’engager dans la bataille tant que nous n’avons pas gagné la bataille mentale. Voyezvous, il ne sert à rien de vouloir parler l’anglais et continuer de penser que vous n’êtes pas sûr d’y arriver. Vous devez penser en anglais, ruminer l’anglais, sentir l’anglais ; vous devez vous voir en train d’étudier avec application, vous devez vous visualiser en train de parler, vous devez prendre des habitudes d’anglophone. Autrement, vous serez en dichotomie avec les résultats que vous voulez atteindre.
Maintenant, quand le moment d’agir va venir, ne vous laissez aucun autre choix. Et pour ceux qui pensent que c’est facile, dites-leur que les résultats ne se produisent pas. Ils se provoquent. Alors quel est le résultat que vous devez provoquer et qu’attendez-vous donc pour vous contraindre à l’action donc ? Contraignez-vous à l’action. TSM L’auteur est Au teur, Coach et Entrepreneur et Co-fondateur de H&C http://hcbusiness.com
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CUSTOMER SERVICE
THE POWER OF
FEEDBACK IN BUSINESS By Bonnie Kim
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015 has been year of successes and challenges. As we start 2016, it is time to evaluate our performance over the past year. Have we grown or we have stagnated? What opportunities did we miss? Who were the loyal customers who supported us? What have we done for them? Which employees offered excellent service in our company/business and what have we done to reward them? How many customers did we lose and why? As a business what have we done to ensure that we do not lose our customers to our competitors? How many employees have we lost to our competitors, why and what are we doing to retain our best employees? How many customers do we engage per day? What percentage of the market share is this? What are the methods we use to get feedback from customers, how often and what time do we take to respond? You can tell whether management of a business or organization values mediocrity or excellence by the time it takes to respond to a query. A mediocre organization has no structure and system of responding to customers’ complaints. Employees of an
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organization that values excellence will offer excellent service at all levels and there is no need to call management to get things done. As we start the year 2016, let us focus on creating a culture of excellence in our businesses. In order to serve customers better, we need to know what they are saying about our business or organization on social media and to their friends. No company should ignore any comment or feedback on social media. As an organization, make every attempt to generate goodwill from online community because they are your customers and stakeholders. Any feedback you receive is important and as an organization you should structure a system that receives feedback. A company is as great as its system to receive feedback and its leaders’ ability to empower junior staff to take the right action to solve customer complains. To remain successful in business today, leaders must engage customers and put their interests first. Let this be a year of difference, collect feedback from your customers and act upon it right away. Any feedback that helps to improve business; deal with customers’ complaints, helps improve the quality of the product or service or makes an organization more efficient is essential.
Management should focus on new ways and systems to engage customers more through constant and continuous feedback. Customers like to know that you have acted on their feedback so do so immediately and inform them. It is through feedback that we can know what as a business you are doing right, what you are doing wrong and where exactly you need to improve. It is advisable for businesses to engage in team building in order to get staff to start afresh as a team and synergize, evaluate their performance over the past year and plan for the New Year. The author is a Management Consultant, Corporate Trainer & International Motivational Speaker. TSM Bonniekim@bonniekimltd.com
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As we start the year 2016, let us focus on creating a culture of excellence in our businesses
TUBIKESHA HERMANN H. CAKPO HARI IGIHE KIGERA TUGACIKA INTEGE, UBWO TWIBAGIRWA IMPAMVU ITUMYE TURI AHO TURI NDETSE YEWE N’IMPAMVU DUKWIYE GUKOMEZA KUJYA MBERE, IMINSI TUTITONDERA, AHO TUGARAGAZA IBIKORWA BY’ « IMBURAMUKORO » GUSA. MU RWEGO RWO KWIRINDA IBI, DORE IBINTU 12 BYAGUFASHA GUHORANA AKANYABUGABO, WITEGUYE, KANDI UFITE ISHYAKA RYO KUJYA MBERE KUGIRANGO HATAGIRA IKIGUCA INTEGE KIKAKUBUZA KUGERA KUCYO UGAMBIRYE.
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Ndi hano ku bw‘impamvu Abantu bamwe na bamwe bahitamo gushyira imbere bya kirogoya kabone n’ubwo ntaho byaba bihuriye n’intego z’akazi baba bagomba gukora. Abandi bavuga ko umuntu agomba kubaho ubuzima uko abyumva. Turwana no kugira ngo tugire ubuzima bwiza, ariko byose bigira akamaro iyo tugeze mugihe twibagirwako ko turi aho turi ku bw’impamvu. Nyamara kandi n’ababizi usanga bahora bibaza: « uyu munsi nakoze iki kugira ngo nsohoze inshingano zanjye zindeba ? » Ndatekereza ko ubu aribwo buryo bwiza bwo guha icyerekezo ubuzima bwawe kandi ku bwa njye numva cyanshishikaza kitari icyo. Bityo rero ntuzibagirwe ko uri hano kugira ngo ugire inshingano usohoza. Ujye uhora ubizirikana kandi uharanire kubigeraho. 2 Mfite umwanya hano kandi mpafite akamaro Rimwe na rimwe, ahantu uzaba, cyangwa aho uri kuri ubu, ntukigere utekereza ko hari abandi bantu bakabaye bakwiye kuhaba maze ngo wumveko waba wabaye rwivanga. Ntuzigere uha umwanya imitekerereze nk’iyi kuberako aho waba uri hose uri ab’agaciro kurusha abandi Ntukazigere wisuzugura, ujye uhora uvuga uti : « mfite akamaro kandi najye mfite uburenganzira bwo kuba aho ndi, kugirra ngo nkore igitumye mpari kandi ngaragaze itandukaniro.
3 Ndi njye njye jyewe njye jyenyine, ntawe ushobora kunyambura ubumuntu bwanjye Ntugatekereze ko hari umuntu ushobora kukwambura ubumuntu bwawe. Uri uwo uriwe wowe ubwawe kandi ntamuntu ushobora kurwanya ubunyangamugayo bwawe mu gihe ubushika-
myemo. Nta muntu ushobora kugusimbura. Twese turi mu nzira, kandi buri wese afite aho ahagaze/intambwe ze, ndetse yewe ntawabasha kuza guhagarara mu mwanya wawe. Nta muntu wabona uza kuziba icyuho cyawe Ni nayo mpamvu ugomba gukomeza gukora kugirango ubashe kuziba icyo cyuho wowe ubwawe. Ntawagutwara ubushobozi bwawe. Niyo mpamvu rero ukwiye gukomeza kubwongera kugirango ube nyambere mu nzira zawe, uganze mu mwanya uherereyemo ndetse utungure abantu bose.
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Abantu ni njye bahanze amaso bityo nkwiye gukomeza kuba ikitegere rezo Uko waba ukora kose bijyanye n’imbaraga zawe uzabona n’ubundi abakwishimira, abantu banyurwa n’ibkorwa byawe n ‘umusaruro w’imbuto uberera uko waba uri kose. Uko byamera kose ugomba gukomeza guhirimbanira kuba mu b’imbere. Hari abantu benshi bakubonamo ikizere cy’ubuzima bwabo ndetse n’ikitegererezo rukumbi. Benshi bahanga amaso kuri wowe bakita kubyo ukora ndetse akenshi bitaboneye, nyamara kandi wowe udashobora gusubiza ibihe inyuma ngo ukosore ibitaragenze neza
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Nyuma y’ibyo byose ubuzima burakomeza
Ibyaba bigiye kuba ibyo ari byo byose, kabone n’ubwo byaba ari bibi gute, cyangwa iby’urukozasoni bitagira akagero, nyuma y’ibyo byose ubuzima bwo burakomeza. Ukwiye gukomeza urugendo ntucike intege. Uzahura n’ibisitaza byinshi biguture hasi kabone n’ubwo wagambirira gukora ibyiza, ariko nanone ushobora kongera
ukabyutsa umutwe. Kandi nukomeza guhagarara ushikamye nta gushidikanya uzatsinda. Ubuzima burakomeza rero nta mpamvu yo gushyiraho akadomo n’iherezo.
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Ntabwo birarangira. Birangira ariko gusa nsohoje umugambi wanjye. Ntugaterwe ubwo n’iherezo ry’ibintu. Ntugaterwe ubwoba no kubonako ibintu bigiye kurangira. Iyibutse ko niba akazi kawe karangiye muby’ukuri, ubwo bivuzeko umugambi wawe nawo urangiye. Nanone kangi uzirikane ibi : « niba utageze kuntego wihaye, ntaho ugomba kujya. » kandi niba ugomba kugenda, ari uko gusa waba wamaze gusohoza ubutumwa bwawe. Ikinshishikaza ni ukwiyibutsako ubuzima bwacu hano ari nk’udukubo twamaze gusohokamo ariko kandi tuzongera kugarukamo. Hamwe n’ibyo, nkomeza kwizirika ku mugambi wanjye mfite kugeza igihe ngereye kucya nagambiriye.
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Indoto zigomba gukomeza Tekereza gato ko ikintu kibanze ku cyo wahamagariwe gukora hano ku isi, ari ukugera ku ndoto zawe kandi zisobanutse. Wumva ari iki wakora umaze kumenya ugiye guhura n’ibihe biruhije ? uzakomeza ukore? Inshuti yanjye yigeze kumbwira iti: « kabone n’ubwo ibintu byaba bitagenze neza, burya ngo ukwiye guharanirako inzozi zawe ziba impamo kuberako ngo iyo ari yo ncamake y’ubuzima » Ibaze nawe intego zawe ubwawe uba ugomba kwifasha kuzigeraho ndetse yewe rimwe na rimwe ugahura n’ingorane zitandukanye, urage wibukako byanze bikunze ugomba kuzigeraho.
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Ibyiringiro byanjye bihamye, bikomeza kuba bishya
Igihe cyose uzaba wizeye udashidikanya, ugashingira ku bihamya n’agaciro, ntabwo uzigera utakaza icyo kizere, uzanyura mubyoroshye n’ibiruhije, mubyago n’impagarara. Ariko uzibuke aya magambo : «Ibyiringiro byawe bifite ishingiro » uku kuri ngo kuratinda ariko ntiguhera. Yego dushobora gutakaza iki kizere mu rwijiji rwo gushidikanya n’ibyago bidushyikiye, ariko biratinda bigataha. Rero ntuzibagirwe kwigarura ighe cyose uzabonako wateshutse inzira. Uzibuke kugaruka kuri gakondo ugendere mu kuri rusange kuko kuzakomeza gutsinda kugeza ku iherezo rya byose.
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Ibimbaho ntabwo bifite agaciro kurusha uko mbyakira
Nasomye mu gitabo cy’imigani amagambo akurikira : « Niba ucibwa intege n’ibitagendaneza, ni ukuri ntagaciro na gato ufite. » Agaciro kacu nyakuri, ntabwo ari uko twakira ibintu, kabone n’ubwo byaba ari ukuri dufitiye gihamya. Kandi no mugihe twaba twumva ko ntacyo bitubwiye dukwiye kuzirikana ko nabyo bitarusha agaciro kumenya uko tubyitwaramo. Dushobora kubifata nk’aho ari ryo herezo rya byose cyangwa se ko ari umwanya duhawe wo kugaragaza agaciro n’ubushobozi dufite. Yewe dushobora no kubyakira nk’igihano, cyangwa se nanone nk’amahirwe yo kugirango bitubere isomo rikomeye mu buzima.
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Sinzigera na rimwe ncika in tege. Nzakomeza mpatane kugeza ntsinze . Iyo tuvuze ko ntako tutagize ariko bikanga, tuba twirengagijeko tutagerageje byose kuburyo buhagije ndetse yewe ko
ducitse intege vuba tutaragera kucyazaga gutuma ibyo twifuza bigenda neza. Mbese, iyo ngerageje bikanga, ntabwo biba birangiriye aho kuberako ahubwo nkwiye gukomeza kugerageza kugeza ntsinze. Ntuzacike intege kuko imbaraga zawe zidahagije, kuba zidahagije ntibivuga gutsindwa, ahubwo kwihangana bitera kunesha.
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ni byo koko ubuzima buraruhije, ariko na none nanjye ndashoboye Amwe mu magambo meza ntazigera nibagirwa nigiye kuri Joy Meyer ni avuga ngo: « kabone n’ubwo ibihe ari bibi, ariko hari ibyiringiro ko bizaba byiza. Imana ni nziza ibihe byose » Tekereza ibyiringiro bikomeye nk’ibi byo kumvako ibihe bibi bizabyara ibyiza kubw’imbaraga za Kristu. Sinzi mwe uko mubyumva ariko kubwanjye njye mpora nzirikana ko ndi umwana w’Imana kandi ko ibi bikampa kugira ibyiringiro ko nta byankomerera ihari. Sinzigera nyoba kuko ndi umwana wayo.
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Uyu ni umuhamagaro wa buri wese ku giti cye. Birareba ubuzima bwanjye. Kandi ni akazi kanjye Iyo hari umbwiye ngo: « Hermann, birakomeye ntubishobora”, ndamusubiza nti: « Birakomeye ariko ni ubuzima, kandi ni wo muhamagaro wawe. Ni wowe bireba ntawundi muntu uzaza kubigufasha... Ntawe !. Ibintu bireba umuntu we ubwe. Rero garagaza ibyo ushoboye byose kubw’ubuzima. Igihe kiregereje, ese waba witeguye kugaragaza ibyo ushoboye byose? Cyangwa iminsi yaba igiye kuza ikazagusiga uko yagusanze ? » Iyo ntekereje icyo ubuzima bwanjye ari cyo, ntawundi njya numvako buri mu nshingano ze, nkora ibyo ngomba gukora...buri gihe ujye uharanira gukoraibyo ugomba gukora. Ukore ibikureba. Ni ubuzima bwawe, no waba utekereza ko ari ubwande wundi? TSM Hermann H. CAKPO, Auteur, Coach et Entrepreneur http://hcbusiness.com
The SERVICEMAG March - May 2016
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IBINTU 12 BYAGUFASHA GUHORANA AKANYABUGABO, WITEGUYE, KANDI UFITE ISHYAKA RYO KUJYA MBERE
SEFT IMPROVEMENT
TSM
ADVERTORIAL
Picuture: Form Left to Right -Jonathan M. Koinangi: Regional Marketing Manager Kenya Tourism Board (KTB) - Stephen Asiimwe: CEO Uganda Tourism Board (UTB) - Bonifence Byamukama: Vice-Chairman EATP/ President Uganda Tourism Association (UTA) - Carmen Nibigira: Regional Coordinator EATP - Belise Kariza: Chief Tourism Officer Rwanda Development Board (RDB) - Manzi Kayihura: Chairman of EATP
As the private sector body for tourism in East Africa, East Africa Tourism Platform (EATP) believes in the vision of a vibrant and diverse single tourism destination providing exceptional experiences and services.
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ATP is continuously working to enhance East Africa’s tourism competitiveness and make it a favorable destination in Africa. East Africa has the ability to thrive in this competitive market, the regional potential and attractiveness is undeniable. EATP recognizes the crucial need to
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build a strong foundation for sustainable tourism and appreciate the fact that tourism will help drive the regional economies to greater heights. Across the globe, Tourism has evolved as one of the most expansive and diverse sector of our times. Now representing one of the largest and fastest growing economic sectors in the world, Tourism contributes to 9% of the
global GDP. The sector has become a source of immense opportunity and possibility. Customer care is the backbone of Tourism and will always play an important role in the growth of the sector. It is often the difference between the choice of a destination and its competition. Excellent customer service ensures more opportunities for business for the tourism service providers; customer care is the base of any industry but Tourism more than any. It helps develop a loyal customer base and improve relationships with tourists, the first investors any tourism industry should invest in for return on their investments. Excellence and competitiveness are determined by the attributes of the destination and its service but most importantly by the people who provide the products or services contributing to the experience. An excellent product is possible only if the service behind it is also excellent, delivered at every stage of the service valuechain.
East Africa Tourism Platform a satisfaction. Good customer service and satisfaction help turn customer into ambassador of our business.
CUSTOMER SERVICE DELIVERY IN EAST AFRICA: There is a certain apprehension when it comes to customer service delivery in East Africa; often excellent customer service is associated with high costs, heavy investment and hard to find in Africa. This poses a great challenge to our regional tourism industry. But this negative perception should represent encouragement to strive and prove that the East African tourism industry can exceed customer’s expectations and provide incredible service delivery. We should break that negative image and rise to our region’s potential, challenge the status quo and go beyond in exciding expectations. Mr. Kayihura explained that “There has been tremendous improvement in customer service delivery in East Africa. In terms of customer approach; we are noticing more and more a shift toward a customer based service approach in our region.
“Customer Service means meeting and exceeding the expectation of customers. Furthermore, good customer service delivery involves a certain flexibility and commitment to meet these expectations.” said Manzi Kayihura, chairman of EATP. The vision of the Kenya Association of Hotel Owners and Caterers (KAHC): “Making Kenyan Hospitality “globally competitive and viable” for the stakeholders, who include guests, shareholders, employees, local communities, suppliers and the Government.” highlights the success of a business relies on stakeholders including employees because they are the ones delivering the services and contributing to the competitiveness and viability of the business. It is of little use having the best hotel facilities or selling the most attractive tourism tours in your destination if your company fails to provide excellent service, this is common sense, one we believe. The modern, educated and well-traveled tourist is well informed and needs full value for his money. In such a competitive industry as Tourism, it is very difficult to gain customer loyalty and
Efforts to serve and provide good services have increased, noticeably in the tourism industry whether it is from Immigration officers or restaurant waiters. Service providers are more aware of customers’ expectations which results in improvement of service as an endeavor to close the gap between the two. Customer’s perception is valued.” East Africa has already come a long way and despite the challenges, has managed to positioned itself as competitive tourism destination with great potential, vast and diverse tourism offerings. Customer service excellence adds the necessary touch that will help the destination reach greater heights, as it is understood customer service delivered is an investment embedded in skills, knowledge and attitudes. On EATP standpoint, it is believed that customer service delivery in East Africa is faced with obstacles such as lack of a standard curriculum for EAC, lack of integrated skills development, no
standard usages and marginalization of guiding services. There is a certain mindset towards the tourism industry; popular belief is that anyone can enter the industry and open a business without the proper skills. This is an attitude that needs to be changed by education and increased knowledge of the industry. In order to achieve customer service delivery excellence, there is a need for education, training and raising awareness in our region. This will equip the tourism industry players with the right tools to reach high levels of professionalism, excellent service delivery and customer satisfaction. Systems should be put in place for service delivery standards. “First of all, the private sector plays a highly important role when it comes to the tourism industry. Therefore, customer service standards should be led by the private sector. It is our duty to set and improve these standards. A regulation mechanism should be put in place as guidance on our journey towards making our regional tourism industry competitive.” said Mr. Kayihura. “Secondly, once we have this mechanism in place setting standards of customer service delivery, the following step will be monitoring these standards and ensuring they are met and exceeded. I believe that EATP is the ideal platform to lead and help this process.” EATP believes that in order to ensure that the single market operates at its best capability and generate the finest result, harmonized standards and codes of conduct need to be applied across the region. Therefore, an East African Community Hotel and Facilities Rating Criteria was implemented and the process of standardization of accommodation establishments and restaurants is ongoing. EATP is also lobbying for skills development, harmonized curriculum and certification across the region by engaging with training institutions and relevant government institutions. TSM
the private sector plays a highly important role when it comes to the tourism industry.
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The SERVICEMAG March - May 2016
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ADVERTORIAL
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FOR YOU MANAGER
How
to retain
your best employees
By Martin Wanjohi Kairu
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any organisations know and believe that employees are their greatest asset, however they do nothing to affirm this knowledge. Organisations employ people and believe that since they pay them a salary, they should work. Yes they will work, though this kind of culture does
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Organisations need to do more to keep good talent
not give space to deliberate effort. The employees will clock the required hours, meet the required performance standard, but they won’t break their back for their employer. Once I had an account manager on my team who felt that she should give the company the energy equal to the amount she was being paid. She would do all that was expected of her and complain to her fellow workmates about how they were underpaid. This account manager had great potential to achieve a lot in her work and deliver much more than she was delivering. 16
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The work place has changed, the salaries organisations pay are not sufficient to keep good employees in their organisations. Organisations need to do more to keep good talent. Increased pay is not the solution to this. The truth is one can never be paid enough- whatever amount you pay employees, it can never be enough. So how do you keep good employees without incurring increased expenses in salaries and benefits? Every human being likes to be recognized for their contribution to the achievement of any goal, some more frequently than others. Growth or discussion of growth also appeals to some more than others, as well as the employee being able to feel they trust their employer and that their employer communicates regu-
larly to them. Everyone would like to work where they feel they are contributing to something bigger than themselves, where their opinion and ideas are being appreciated and executed. Every employee likes a workplace that has a culture that fits into their values and vision. Non-monetary benefits will prevent good talent from being lured by the promise of more pay by competition since they doubt they will find this kind of culture in the new job, they have come to like the company they work for and have realised that this company has their best interest at heart. The employee therefore feels emotionally connected to the organisation and will not just be lured by money. The goal to retain good talent has to be met without pay increases, which are not sustainable, since you never know how deep the pockets of competitors are. The goal to retain good talent has to be met with making employees happy at the work place and providing a great work culture. Create Engagement and Create Happiness at the workplace! Martin Wanjohi Kairu - Managing partner of iperformance Africa. iperformance Africa core area of business is assisting organisations measure, track and build Employee Engagement. TSM Email: martin@iperformanceafrica. com
BY: JUNIOR SABENA MUTABAZI
It has been said that every year, at least 90 percent of new products on the market fail. The reason for this is simple: most of these products fail to meet customers’ expectations.
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onsumers do not have the time and /or energy to weigh the advantages and disadvantages of the products in their shopping carts so they use a shortcut to make their decision.
you ignored the packaging. But, how do you get someone who has never heard of it to buy into the fact that it is an exquisite drink?
That shortcut is the way a product is packaged and presented.
How do you urge them to bypass the poor packaging? The answer is simple. You improve the packaging to do justice to the product.
Rwandan producers need to rethink the way they package locally produced goods. Those with any ambitions or intentions of breaking into markets beyond our own need to improve the way they package and present their products.
Those in marketing and product development understand my concerns. You see, packaging of a product is powerful because in less than five seconds, it tells a would-be customer why your product and brand are different from the rest on the market.
Good packaging is a basic prerequisite of a good product. Recently, as I was about to conclude my visit to Rwanda, I felt the need to purchase some of the goods produced in Rwanda to take to the UK.One of the products I had in mind was a locally packed fruit juice concentrate I was already a big fan of.
For this reason, many companies conduct extensive research on colour schemes, designs, and types of product packaging that are most appealing to their intended consumers. It also goes without saying that good packaging is especially significant for growing companies because it can have a direct impact on sales and a company’s overall appeal.
As I gently placed each bottle of juice into my basket at the supermarket, I was taken aback by the packaging; the bottles looked unnecessarily cheap and were a little sticky at the top;
Take Inyange Industries for example. This company has been exemplary
Likewise, producers should always bear in mind that packaging provides an opportunity to promote the company’s appeal. The way the product is presented can help to sell the product because it allows potential customers to obtain the necessary information they need to make a purchase decision, and to gain the confidence to be associated with a certain product. It is possible to start with the basics. Companies can make affordable packaging look decent because good packaging does not have to be expensive; it just has to be presentable. If you are in the food business, ask yourself; would I bring out this bottle to serve an esteemed guest in my own home? Would this bottle be on the table at a wedding, for instance? If the answer is no to both questions, why then would you expect your customers to compromise? Nearly all companies want to achieve the instantly recognizable status of Apple and other similarly successful companies.
many companies conduct extensive research on colour schemes, designs, and types of product packaging that are most appealing to their intended consumers
I suppose due to hot temperatures which regularly compromise the state of diluted drinks as they tend to inflate bottles. The poor packaging did little to stop this from happening.
In essence, all the bottles were a little flimsy and I could not see myself sharing the bottles with my friends.Is this the best your country can do? - is the question I envisaged being asked by those we intend to target our exports. My frustration and disappointment was that I knew that that particular product was an excellent product if
when it comes to product packaging. It is understandable that some will argue that the sole purpose of product packaging is to protect the product from damage during transit from the producer to the retailer. But what is even more critical to both the producer and retailer is the product’s transit from the retailer to the consumer. This is where the product’s reputation is made or broken. And it all begins with packaging.
This ambition starts with a product’s quality which in most cases is portrayed through its packaging. As a producer, you have to ask yourself; how can I make my product stand out from the rest?
More crucially, producers in Rwanda always have to remember one thing; your product’s packaging is meant to communicate a purpose. Do not miss the opportunity to create a lasting impression in the minds of your customers. TSM junior.mutabazi@yahoo.co.uk (This article was first published in The NewTimes)
The SERVICEMAG March - May 2016
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THE STRENGTH OF GOOD PACKAGING
HUMAN RESOURCE
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FEATURE
Customer Service is more than a smile! By Sandra Idossou is paramount to clarify that customer service is not only about the smile of the receptionist or waiter. Customer service goes beyond the first contact.
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The speed at which some people render service is still annoying I must admit. I have often met people who visit Rwanda for the first time to appreciate the hospitality but wonder about the slow speed at which service is offered. It is sad to note that we still have many people who do not understand that responding to official letters and mails is business etiquette. Just ask anyone who
FOR ANY BUSINESS TO THRIVE, IT IS IMPORTANT TO PROVIDE GOOD CUSTOMER SERVICE TO ALL TYPES OF CUSTOMERS, WHETHERBLACK, WHITE
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any of us have been involved in the campaign against poor service delivery in both public and private institutions in Rwanda. Though the level of service we often get is still very far from what we expect, many now talk about customer service. I still remember how unusual it was some years back to hear complaints about poor service. Today, The ServiceMag social media platforms have become the place for many to complain and compliment service providers. While it is good that we get to talk about this issue affecting us all over a drink, it
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has dealt with some of these big institutions we often think are examples of good customer service and you will be amazed to hear that the majority, especially people at the top level often have no customer service etiquette. What then is customer service? Can we talk about good service even when the waiter is smiling but takes an hour to deliver a simple order like a cup of tea? Can we talk about customer service when the entrance to an office is kept immaculately clean and green but no one responds to clients? Whether in Rwanda or in any other part of the world, customer service relates to the service provided to customers before, during and after a purchase. The notion of “before” is an important element because it implies that we have to put things right even before the customer comes in. The “before” also requires that standards, trainings, procedures are
defined, set up and have employees’ adherence. Do you have any written standards of operation (SoP) in your institution? Do you take your new employees through these procedures of service? Customer service is also what happens while the customer is there but often, we have an issue with the “after” of this provision of service. What tools are put in place to hear customers’ complaints? Does your institution still have that archaic suggestion box that no one uses in this modern age? Needless to say, no matter the size of your business, excellent customer service needs to be at the heart of your business model if you wish to be successful. Since Rwanda aims to be a service-based economy, we have no choice but to improve on our processes. This will require that we go beyond the smile of front-line staff and invest in procedures, systems, standards and trainings. For any business to thrive, it is important to provide good customer service to all types of customers, whether black, white, local, foreigner, potential, new and existing customers. The day we take customers for granted, we start losing it all. I was happy to see the many innovative ways some companies put up in celebrating Valentine’s day. Recently, I saw the immigration service offering a signed birthday card to a citizen who was filling for a passport on her birthday. Though these little actions take extra resources, we can all agree that excellent customer service can generate positive word-of-mouth for any business and keep customers happy and loyal. It is high time service providers started treating their customers respectfully, accepting feedback, whether positive or negative and handling complaints efficiently. Things can go wrong but what is important is finding solutions to complaints and instilling a service excellence culture that accepts critics. TSM The Author is a Customer Service Consultant and the Publisher of www.theservicemag.com sidossou@theservicemag.com
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CUSTOMER SERVICE
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COVER STORY
between all financial institutions, including banks, mobile money operators, micro finance institutions and SACCOs (Savings and Credit Cooperatives), to enable individuals access their e-money using their cards, mobile phones, Automated Teller Machines (ATMs) or online applications. In lay man’s words, it is a meeting point for all financial e-monies, where it doesn’t matter where customers keep their money, they can always transfer, pay and collect electronic money with anyone else. We believe it is an important component for financial inclusion. We chose the word eHuriro as a product name for interoperability. John-Rwangombwa_ the-Governor National Bank of Rwanda launch the Union Pay Card at the Kigali Serena hotel as Shen Yongxiang the Chinese ambassador to Rwanda looks on
EXPANDING THE FINANCIAL SERVICES ECOSYSTEM - RSWITCH LIMITED
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ver recent years, the National Bank of Rwanda (BNR) has been in a push for a cashless and harmonious financial services ecosystem. As the national e-payment switch, driver of the SmartCash brand and financial solutions company, RSwitch has taken long strides in trying to provide a wholesome financial services platform to aid these efforts in addition to giving Rwanda’s financial services provider’s valueadded and professional services. In order to expand its services beyond a national switch and align it to the expanding local and regional market needs of a more holistic financial services provider, the company’s Vison and Mission now stand as follows;
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Vision
Connecting ALL East Africans with ALL their e-money.
Mission
Expand the financial services ecosystem by delivering interoperable solutions using the best capabilities and most reliable technology. To expound on the above, the Service Mag caught up with the RSwitch Chief Executive Officer, Mr. Daniel Barrientos on RSwitch’s new financial journey. Below are the excerpts; During last year’s Transform Africa, RSwitch launched a new product eHuriro. What is EHuriro? EHurirois a product is an interoperable financial platform developed by RSwitch to facilitate integration
How will eHuriro benefit Rwanda’s financial industry? EHuriro presents a number of benefits but one of the key benefits is an all-inclusive platform including all players in the financial ecosystem. By being integrated on to the platform, financial institutions will be reducing time and costs for bilateral or multiple integrations, increasing speed to a wider market and cost effectiveness as well as better experience for the end users. RSwitch is also the driver of local debit card scheme SmartCash. How is it fairing? SmartCash is RSwitch’s local debit card scheme offered to banks in Rwanda. The scheme started in 2011 as one of the elements to
push for cashless payments which are currently growing with more debit and credit card schemes entering the market . Currently SmartCash is issued by a number of local banks such as BanquePopulaire Du Rwanda (BPR), I&M Bank, Urwego Opportunity Bank, Zigama, CogeBanque, Development Bank of Rwanda (BRD) and GT Bank. Mid last year, the central bank noted a 22% increase in the number of debit cards issued in Rwanda from 532,157 in June 2014 to 654,349 cards in June last year while the number of credit cards increased by 135% from 1561 to 3,675 during the period. Generally, there has been a remarkable growth in terms of cards, especially debit cards in the industry. What are some of the projects RSwitch is undertaking to promote cashless payments? Over the last year, we have had a number of projects aimed at this. We were able to finalize our project on enabling SmartCash cards to transact on all Point ofSale (POS) terminals across the country.
two world class schemes on board for local transaction processing. In May, we got approval to have China Union Pay International card processing done locally. We are also in the pilot phase of becoming VISA processor, so RSwitch is able to locally process VISA transactions. --- This will particularly be great for our local banks as transactions will be cheaper and quicker while having the back end support team locally based.
Generally, there has been a remarkable growth in terms of cards, especially debit cards in the industry.
This means that all SmartCash cardholders can use their card on any Equity, ECO Bank, BK and KCB Point of Sale POS terminals at any merchant location. We recently finalized this with BanquePopulaire Du Rwanda (BPR) and are seeing an uptake in the use of SmartCash cards for payments. Also recently, we were awarded for the second year running the International Security Standard Certification--- Payment Card Industry Data Security Standards (PCI DSS) compliance certification; the latest version of certification in East Africa. Additionally, we were able to get
We are also working to strengthen our partnerships with all financial institutions in the market through a few projects that we will be able to speak about in the near future. We have seen a number on debit schemes making entry into the market, does this mean for RSwitch? We at RSwitch look at this as an opportunity for synergy and partnerships. As a switch we work closely with the different debitcard schemes for transaction processing. And what more debit card schemes in the market means is that the industry is competitive and vibrant.
With the growing number of electronic transactions in the country, is RSwitch’s infrastructure ready to handle this? Over the past year we have heavily invested in our technology, infrastructure and upgraded all our system processes to ensure that our clients get the best services 24/7. In addition, our eHuriro platform can handle integration capacity of all banks in Rwanda and we have also invested in our staff to offer the best services. --- We have an around the clock team to service our clients is turnaround time. What are your thoughts on the growth of Rwanda’s electronic payments? E- Payments in Rwanda continue to grow in the recent years. We are seeing how customers are transacting with mobile money, mobile banking, cards and POS and the uptake steadily growing. This is generally good for the financial industry as we take more payments electronically. It makes the whole cost of doing business cheaper. We at RSwitch pledge to continue supporting BNR and the entire financial ecosystem in achieving the targets for financial inclusion and a cash-less economy in Rwanda.
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COVER STORY
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CUSTOMER SERVICE
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CHILLAX LOUNGE By Allan Nash Bish
THEY WOWEDUS
The first time I was invited to ‘Chillax Lounge’, in Nyarutarama, I was like, no way, I am not going to a bar called Chillax. I imagined people who go there use language like ‘Let’s Netflix and chill’. I am not 18 anymore (not even 27) so I turned down the offer. Recently, however, a colleague got married and his after-party was at ‘Chillax’. I had no choice and zwiiii, off I went to ‘Chillax’. As soon as I entered the place, I was like ‘Mama, mama,’ the place is a beauty. Whoever came up with the idea of that lounge is a star. The washrooms are an e.g as they say, for everyone with a bar or restaurant in Kigali. Even when they offered two sips of wine for 4000 Francs, I was happy that at least it was quality wine. What I cannot stop thinking about is why the name ‘Chillax’. That name does not do justice to the place. It’s like meeting a very young beautiful girl with an outdated name.
MINAS CLINIC,BEST TELEPHONE RECEPTION Have you ever wanted to go to a hospital when you are not sick?
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hank you TSM for continually providing a platform on which, we the customers can share our varying customer service experiences. I have been a loyal patron of Aberdeen Boutique Hotel for a while now. Three things stand out for me: the lovely setting, the music selection and the fantastic customer service. I would like to give a special shout out to one manager extraordinaire named Dickson. A consummate professional, who strives to ensure that any moment spent on their premises, is worth every penny. A stellar example to his peers.Well done Sir!
Sylvia Gasana I FELL IN LOVE WITH SAFARICOM By Nkumba Franco Sometime back I lost my sim card and I needed to replace it. Being a permanent resident of Kigali, I would have to wait for my next trip to Nairobi in order to buy a replacement card. This morning however, in desperation, I sent a text message to Safaricom via Twitter seeking their advice on how I could get a replacement card without neces-
sarily travelling to Kenya. To my relief, I got an immediate response instructing me “… If you can, ask someone here to sambaza (top up) some airtime to it so as to reactivate, (sambaza is *140*amount*number# Ok, minimum is 5/-). They can also buy the replacement card at any of our shops & send it to you. Once you have it, provide a number we can call you on to assist with replacement.” I asked a colleague in Nairobi and he successfully topped up and bought a replacement sim card. Thumbs up for Safaricom Kenya. Since MTN and Airtel are now engaged in cross-border transactions, I suggest they find ways of setting up respective service centers or agencies beyond these borders.
HELPFUL STAFF AT MTN by Susan MbabaziTwinamasiko I would like to say thank you to one Ismael of MTN post-paid section. He was very helpful, kind and polite. I had other things to do in other departments, he went along and made sure I got all I wanted done. Thank you Ismael, I wish all MTN staff were like you.
That’s me after talking to someone at Minas Clinic. I wanted to take in my Kickboxer for consultation and Icalled the clinic. The man who answered the phone sounded as gentle as my grandfather. He made me realise that good customer relations can indeed take your business very far. In the end, my daughter didn’t need to see the doctor but I still feel I must meet this gentle soul and just say, God bless you.
APPRECIATION By Rugira Patrick Maradonna I would like to appraise GIHOZO SUPERMARKET at Kisement for their super and quick service. These guys work long hours but give it their best. The guy handling Gas sale is the best. Key reasons below;1-Welcoming 2-All staff know whats available and whats not. I hate when asking a client attendant and they have to go ask like they do not work their. 3-A person handling each station-Its irritating when looking for something but no one to attend to you. 4-Trusting their clients-I once borrowed a Gas can when i forgot mine at home and they asked for my number which i gave and went with Gas back home 5-Remember their clients. —reconnaissant. TSM
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THEY WOWED US
TSM
4
FOR YOU MANAGER
The
p’s
M
arketing has changed; whether through internet/ online or traditional marketing, it is no longer the same. However, I still believein the 4 Ps of the marketing mix for simplicity and
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OF MARKETING A HOTEL IN THE DOT COM ERA By: Rwubahuka Jean Claude
effectiveness (price, product, promotion and distribution) versus 7 Ps of online marketing, the marketing rule of 7 or whatever you may call it. This is a review of what is happening with these Ps in tourism and hospitality
marketing and more specifically in the hotel industry.
1) DISTRIBUTION
During the last decade, it was thought that the great revolution was to be
the industry disintermediation. Hotels would be able to sell their beds directly and most brokers would disappear. Disintermediation has become a great re-intermediation for hotels where many travel agencies have given way to the booking companies and travel agents/tour operators. The great challenge of marketing distribution for the hotel is in the proper management of the revenue.
smile, serve well, provide adequate service and make our customers happy. And we have forgotten to invest, to reinvent and not only to beds and location if not more. Steve Jobs said that marketing is the rate you pay for not having an exceptional product. Little more need be said. The principle applies to hotel marketing.
cused on the small gap left by large intermediaries because it is impossible to compete with them and their huge marketing budgets online. Sometimes we can only fight for our brand and for the results of Google maps.
EMAIL MARKETING:
Correct shipments, mails to the right people with the right content to sell to people, not just beds but weddings, meetings, events, etc. Good management of the database in our mail marketing campaigns, etc.
SOCIAL MEDIA:
Are hotels allocating resources and money to be in social networks? Social networks are a place to start compulsory attendance if only to listen, but first, hotels have to work on other things so that we can make the necessary party to them. Of course, the most important impact on sales in this area is the reputation online. Having bad reviews on TripAdvisor or Booking.com can be decisive for your hotel.
OTHER:
Media advertising (yes), attending trade fairs, public relations and posting many good pictures can boost online marketing.
4) PRICE
If as a hotel owner/manager you have not worked on the distribution, promotion and product and especially if you have not worked properly, you only need the price and usually what happens is that it needs to be as low as your sales strategy.
2) PRODUCT
We believe that tourists come alone and will like our prices, but we do not know why those tourists do not come back. Well, they do not come back because in many of the hotels, we have forgotten the most important elements, to
3) PROMOTION
Many hotels have opted for changes in this regard. It’s no longer enough to have a good website. Now this has grown and deepened: SEO/SEM: We must make a correct search engine optimization (natural or payment) for our hotel, in many cases fo-
And at that time very probably you start to die slowly because you’re devalued your product. For a good hotel marketing, you need to work on all 4Ps so hire a good marketing (consultant) company to increase your revenues. TSM Website: www.de250.com
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FOR YOU MANAGER
TSM
FEATURE
years of Has customer service in Rwanda improved? T
his year, The ServiceMag marks 6 years of service in Rwanda. We have used a number of channels to increase awareness of the importance of giving and receiving good customer service.
Through our quarterly publication, annual customer surveys and social media campaigns, we have been able to put the best and worst service providers in the spotlight, a factor that has pushed many to improve/change their approach while serving customers. The ServiceMag talked to different stakeholders from both public and private sectors of the economy on their views about how this educative magazine has contributed in improving customer service in Rwanda. Below are their views; YVES BUTERA, Communication and Customer Care Officer at the Directorate of Immigration and Emigration The magazine has created awareness among the people on the quality of service they should expect from different institutions which has pushed us to always request feedback from you to get what people think about our services. From the feedback, we look at ways we can improve our services.
JOHN MIRENGE, CEO RwandAir Rwanda now more than ever needs to be customer oriented as many tourists and investors flock into the country. 26
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The ServiceMag has become a platform for both service providers and their customers to share their opinions on customer service for a win, win results.Their initiative of recognizing outstanding customer service personals in the service industry is a good move, as this inspires and motivatesmany to always strive at providing good customer service and exceed customer expectations.
KONDE BUGINGO, CEO – BRD Commercial Bank. AtlasMara The ServiceMag (TSM) has been not only an insightful feedback loop into Service structuring, delivery and monitoring but also a key driver in the reviewing and search for new solutions to address Services issues in our banking industry as well as service overall - countrywide.
JEAN PHILBERT NSENGIMANA ; Minister of Youth & ICT Rwanda
YVES K. NGENZI, Customer Care Division Manager RDB The servicemag has been working with RDB to promote the customer care campaign through their magazine over the last 5 years. They have been good partners to our drive and I believe the Servicemag both online and the magazine are important tools in promoting quality services an objective we continuously pursue. SANDRA R. NATUKUNDA, Marketing and Communications Manager at RSwitch Limited Through its platforms such as the ‘TSM Compliments and Complaints’ public group on social media sites,The Service Mag has created yet another link between companies and customers as the latter are able to air out their views and companies are able to get feedback. This is an important component of improving service delivery.
The ServiceMag carries the meaning of excellence in customer care and the aspiration of always raising the bar. The magazine is about discovery, enlightenment and engagement. Their leadership of this project demonstrates the purpose, passion and perseverance that every entrepreneur needs to succeed. SETH TUGUME, Director of the Rwanda Hospitality Association The ServiceMag is the first magazine in Rwanda to have focused on service delivery and it is our major take in regards to improving the hospitality industry in Rwanda, we welcome The ServiceMag with gratitude. We believe, the only way to find solutions to some of the problems we have is to talk about them so that people know about them. The ServiceMag has helped us highlight areas where there are still gaps. Service providers now know what to give to clients and also clients know what kind of service delivery to expect from service providers.
tomer Service is and how it affects their business and livelihood.
a difference. Investing therefore in customer service-service delivery is a SMART Investment.
RICHARD KABONERO, Ambassador of Uganda to Rwanda. The ServiceMag has been a game changer as far as the service in Industry in Rwanda is concerned.I wish we could replicate its success in the EAC partner states
JOHN KABERA, Managing Director of Limoz Rwanda I think there has been tremendous growth since the magazine was started in Rwanda. Like other sectors of the economy, there has been strong growth in the service industry thanks to the magazine and we, as partners have benefited a lot from the magazine’s publicity.Congratulations on making six years in Rwanda!
JOSEPH BAHENDA, Chief Executive Officer Saham Vie (Former CORAR Vie) Holding the annual customer satisfaction survey is something very commendable. It enables people to think and talk about the best service provider, thereby pushing other companies to work hard towards achieving that. It also pushes employers to encourage their staff to provide better services. Customer service is not yet at the level we want in Rwanda. There is a lot to do across all fronts; from small and medium companies to the big firms. The ServiceMag enables us to assess ourselves and think of ways we can serve our clients better. The fact that The ServiceMagis a free publication is a plus in that it is read widely and can therefore help improve customer service in Rwanda, its accessibility enables it to be read by many people in both the private and public sector.
JEAN BOSCO MUGIRANEZA, Chief Executive Officer, Rwanda Energy Group (REG) As you may well be aware, we have not yet reached the level of producing adequate power for our customers, which affects them.
YVONNE MAKOLO Chief Marketing Officer MTN Rwanda Congratulations on the 6 year anniversary of The ServiceMag! That’s a major accomplishment.I believe The Service Mag has been instrumental in shining a light on the importance of excellent customer service in Rwanda. It has provided a forum where people can actively engage on how to improve service levels in our country. LUCIEN RUTERANA, Director of Commercial Services, Water and Sanitation Authority The extensive reach of The ServiceMag helps us to reach out, communicate and create awareness on our services. The feedback we receive helps us know what needs fixing.
Therefore, communicating to them effectively is as important because there are some power cuts which we have that are planned for maintenance of the systems and there are those that happen accidentally such as when it rains. This is where The ServiceMag comes in, to communicate to people that we are always seeking ways of improving our service delivery. We also hope to get continuous feedback from the magazine and our clients so that we know how to improve.
GEORGE NDIRANGU, Presenter & Producer CNBC Rwanda Being a service-led economy means ‘service’. Period. So if service is not delivered, we need someone, tough yet sensitive enough to keep service providers in check, reminding them that the economy has the possibility of stagnation if they don’t get things working. 6 years later, The ServiceMag happens to be that ‘someone’ SARAH DOUKOURE, Managing Director, Engen Rwanda
CARMEN NIBIGIRA, Regional Coordinator, East Africa Tourism Platform EVA GARA, Managing Director, The Point Business Centre The ServiceMag has provided a forum for the Rwandan populace a chance to explore the essence of what Cus-
The ServiceMag educates not only people in Rwanda but people in East Africa on the value of being a receiver and giver of excellent customer service. For our region, it is important for organizations and service-givers to be challenged to think that they make
From our side, this is time to thank The ServiceMag for their extensive work over these last six years of commitment to improve Customer Service in Rwanda. The dedication shown by the TSM team should excite and motivate every one of us to embrace the path to excellent customer care, and as a Company, Engen is firmly committed to continue providing the best service, the best quality and best offering on the Market. TSM
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TSM
FEATURE
TSM
HAVE YOUR SAY
of publishing MARCH 2010 - MARCH 2016
Thanks for your support. Together, We can achieve exemplary service delivery.
www.theservicemag.com
@theservicemag theservicemag theservicemag We are thank our most loyal customers
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Knowledge is Power
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TSM
CUSTOMER SERVICE
THE STATE OF CUSTOMER SERVICE IN GHANA – THE WAY FORWARD By Hecto Wulff, AKA. Mr. Customer Service
W
hen the request came for me to write this article on the state of customer service in Ghana, I contacted the Ghana Customer Service Team to conduct a brief survey at two major shopping malls in Ghana: the Accra Mall and the West Hill Mall.
tomer service from economic prosperity. They go hand in hand. Where poor customer service prevails the economy is derailed.
The team interviewed 25 citizens and 10 tourists. Out of the 25 citizens they interviewed,18 were not satisfied with the state of customer service in Ghana and were of the view that customer service is not getting any better in Ghana, particularly with the Nation’spublic sector.
• The issue of customer service is not a national priority and has little attention from the nation’s leadership and citizens at large.
• Employees or internal customers are poorly treated. Treat your internal customers (employees) the way you would want them to treat the external customers (your customers). Customer service suffers when employers and leadership forget or refuse to attend to the needs of employees.
• Citizens lack customer service orientation and awareness on the impact of customer service on business growth and economic sustenance.
• Lack of reward schemes toreinforce great customer service, and lack of proper punishment systems to whip perpetrators of bad customer service into line.
• Lack of adequate customer service training; many businesses in Ghana see it as a waste of time and resources to provide their staff with effective customer service training.
• Lack of a government agency to regulate, oversee and ensure the adherence of service standards in both public and private sectors.
The remaining 7 citizens were of the view that although not the best, there has been significant improvement in service delivery, especially in Ghana’s private sector. Of the 10 tourists interviewed by my team, 7 vociferously registered their outright displeasure with the service experience in Ghana and vowed never to return to Ghana. They alsothreatened to discourage their nationals from choosing Ghana as a tourist destination.One of the disappointed tourist retorted,‘‘Ghanaians are very nice people, but customer service is unprofessional and inefficient everywhere I go in Ghana. Service providers focus on personalities instead of service. No, no, hell no, I will not return to Ghana again. ’’ The remaining 3 of the 10 tourists interviewed remarked that compared to many African countries, Ghana stands tallwhen it comes to the delivery of customer service and that they would recommend Ghana to their friends, relatives and fellow citizens to visit. Although this survey was not conducted nationwide, we do not need a soothsayer to tell us the state of customer service in Ghana. Bad customer service is a silent killer and a derails a nation’s economy. Ghana must kill it, before it kills the economy of Ghana. You can never separate excellent and efficient cus-
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CAUSES OF BAD CUSTOMER SERVICE IN GHANA
• FAMANYAMEism! FamaNyame is a phrase used in Ghana from the Akan language meaning, give it to God. This is a mindset and attitude of many Ghanaians, preferring give to God instead of complaining or reporting bad service rendered for redress. • Egos and ‘BIG SHOTism’! Delivering customer service requires extra social skills; humility, friendliness, diplomacy, empathy,concern,tact,thoughtfulne ss, respect and the ability to predict the needs of others, backed by the mindset and attitude to go the extra
The issue of customer service must be of a national priority and be given the needed attention by authorities, businesses and the public at la large.
mile. Most people or service providers feel too big and do not want to put their ego and pride away to deliver acceptable service.
THE WAY FORWARD As the National Customer Service Ambassador, I would like to commend the President of Ghana, His Excellency John DramaniMahama, for initiating the process to establish the National Citizen’s Complaint Centre, where citizens, as customers to public servants could go or call to register their complaint or dissatisfactions of service rendered for redress. Although this initiative has been long overdue, it is better late than never, as it serves as a significant milestone for us as a nation in our quest for the delivery of customer service excellence. • The issue of customer service must be of a national priority and be given the needed attention by authorities, businesses and the public at large. • An aggressive and intensive national customer service awareness campaign for attitude change, with the support of government and the private sector is highly recommended. My organization has led the way with the introduction of the Ghana Customer Service Week, Ghana Customer Service Conference, awards and fora to market customer service outreach programmes.
• Currently my organization is engaging all heads of customer service departments in Ghana to launch the Ghana Customer Service Council,a national apex body of customer service professional, practitioners, advocates and consultants across the industrial spectrum in pursuit of customer service excellence in Ghana. • Plans are also far advanced to
‘‘
adopt and launch the Ghana Customer Service Charter,a national standard for customer service excellence in Ghana. • We have advocated the need for a Ghana Customer Service Regulatory Authority or Agency that will oversee and ensure the adherence of service standards in both public and private sectors. • The need for closer collaboration between the Organisationfor Customer Service Excellence-Ghana, government, the private sector and all relevant stakeholders to enhance a national partnership for customer service excellence.
The Proverbial Ghanaian hospitality must hold sway in handling customer service na, if the customer experience is nothing to write home about, the brand Ghana becomes substandard. Until the nation makes customer service a national crisis to be given the needed national attention, we will be
‘‘
o We have also launched the Ghana Customer Service Development Fund, to serve as a mechanism to mobilize resources geared towards customer service improvement in Ghana.
chasing the wind in our quest for national development. The government of Ghana must recognize the fact that a customer service oriented country has a com-
CONCLUSION Ghana, nation in customer service crisis From the PRESIDENT to DCEs,MMCEs, MINISTERS, PARLIAMENTARIANS AND HEADS OF MINISTRIES DEPARTMENTS AND AGENCIES to the TAXI DRIVER and the COCONUT SELLER on the streets, all need serious customer service orientation towards a complete national behavioral change to service delivery. Poor customer service is a recipe for national dysfunction. The quality of customer service in Ghana is part of brand Ghana. No matter how much money is invested into branding Gha-
His Excellency the President of Ghana, John Dramani Mahama petitive advantage in enhancing and facilitating business growth, attracting investors and tourist for true economic transformation. Citizens must be informed and made aware that, the economy is customer service and customer service is the economy. TSM
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CUSTOMER SERVICE
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SALES / MARKETING
7
WAYS TO CREATE A SUCCESSFUL INTEGRATED MARKETING CAMPAIGN
By Ssennyonjo Saleh
T
oday, marketers have more choices than ever regarding how and where to promote or advertise products and services. In addition to traditional methods, such as print advertising and direct marketing, you have email, Web-based advertising and multiple social media sites, such as Facebook, Twitter and YouTube, as well as mobile marketing. As many businesses have learned the hard way, what works in, say, traditional print marketing, does not work as well (or at all) on the Web or social media sties -- and vice versa. While there is no one sure-fire formula to creating a successful integrated marketing campaign, there are steps that businesses and marketers can take to maximize viewership.
1. UNDERSTAND YOUR TARGET AUDIENCE Who are your target customers? What are their motivations? How do they like being communicated to? Which newspapers or magazines do they read and which sites do they visit regularly?
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Make sure each element of your marketing campaign is set up to drive traffic to your ultimate target
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Which channels are they using? [And] if they’re using social media, what are they talking about? All these questions need to be answered before developing your integrated marketing strategy.
2. PICK YOUR CHANNELS Which channels do your customers use and what are the channels’ strengths and weaknesses? How will they help you reach your business objectives? Select the most effective channels and do not try to be everywhere.
3. HAVE A CONSISTENT LOOK “Make sure your visual identity is consistent,” says Andrew Stanten, president, Altitude Marketing. “Visual identity is far more than your logo. It entails having a common overarching design (look and feel), style of photography and graphics, consistent logo treatment [and] common colors and fonts,” he says. “Everything should look as if it came from the same [company]. A person reading an e-newsletter or brochure should see an immediate visual connection when visiting the website.”
4. CREATE CLEAR, CONSISTENT CONTENT THAT CAN EASILY BE ADAPTED OR REPURPOSED TO SUIT DIFFERENT MEDIA OR CHANNELS: Follow the three Cs for marketing messages,” says Justin Honaman, partner, Consumer Goods, and retail national practice leader, Teradatathat specializes in data-driven marketing. Communications must be clear, compelling and consistent regardless of channel. Content developed should be used in as many places as possible.
5. ENSURE THAT YOUR MESSAGING IS INTEGRATED. Make sure each element of your marketing campaign “is set up to drive traffic to your ultimate target, whether your target is a website (for purchases, reservations, email newsletter subscriptions, blog RSS subscriptions, etc.) or a social network like Facebook or Twitter (for engagement),” advises Tracie Broom, partner,
Flock and Rally, an agency that specializes in integrated marketing communications.
6. MAKE SURE YOUR MARKETING TEAMS/ AGENCIES ARE WORKING IN SYNC “If you have multiple members of a team working on disparate projects within the same integrated marketing campaign, ensure all members are on the
same page, the message behind the campaign is consistent and manage company brand standards across the campaign,” says Lauren Witte, associate director of Marketing at law firm JacksonWhite, P.C.
putting the proper analytics and attribution methods in place to really understand how you’re achieving conversions and/or results,” says Dylan Whitman, cofounder, Brand Value Accelerator, a digital marketing agency.
7. DON’T FORGET TO TRACK YOUR CAMPAIGNS AND COUPONS:
The author is a UX Designer & Software Product Architect to Sacris Technologies and helps designs user-friendly product experiences for products developed at Sacris Technologies. TSM
“The most important aspect of any campaign, and most especially integrated campaigns, is
saleh@sacris.rw
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TSM
TRAVEL
10
S N O S A E R U O Y WHY D L U SHO
L E V TRA
By Zubair Philander
There are countless reasons why you should travel so let’s try and minimize them to just 10. Everyone has their own but here are mine….
1
SEEING WONDERS OF THE WORLD…
Visiting one of the 7 wonders of the world, going on an African Safari, Pyramids in Egypt– it must be amazing to be at a place you have dreamt about. All the different experiences (both good and bad) just make you feel alive and part of this wonderful world. The fact that it’s out there and you haven’t seen it is enough reason to travel to it and experience it all. 34
2
THE TASTES OF ETHNIC CUISINES…
Pastries in Paris, Fresh Sushi in Japan, Tagine in Morocco and the list goes on. Different countries and different cultures mean different dishes and different food. Yummy food! I personally, eating is one of the more fun things to do in life. So travel and eat Indian, Thai, seafood, steak, rice, roasts and much more.
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3
WEATHER…
If the thought of lounging on a beach in 30-degree sunshine under a palm tree relaxes you, then traveling is definitely for you. One of the beauties about travelling is that you have the choice of where you want to go. This means you can choose the kind of climate you want to be in. You can have a year of summer or a year of winter. You can go to the sun in the middle of winter and to the snow in the middle of summer. The choices are endless!
4
TRAVE LING EQUALS GOOD VALUE…
Some people think that travelling the world means spending a fortune. The most expensive part of travelling is probably the air tickets. If you plan your travels you can find cheap accommodation and exquisite food to dine on. Adventures do not have to be expensive either and the last thing you need to do is see how far your money can actually go.
8
FRIENDLINESS…
Friendliness, hospitality, warmth, generosity – if you travel you will be running a huge risk of experiencing all these things. When travelling, you are constantly in contact with people- whether they be locals or tourists, you will need them, and they will need you. Initially it may be fairly difficult, but over time you will get better at talking to strangers and making new friends.
LANGUAGES…
You would probably pick up more than a few words in other languages if you were to travel or relocate. So indulge and try speaking like a local to a local. How about asking directions in your newly profound French accent; Bonne journée comment ça va. Or being in a situation when you don’t know what the person says and keep smiling… Priceless!
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Anything is possible, if you dream it, you can achieve it. Enjoy Travelling…. Email: zubairphilander@hotmail.com Zubair Philander is Travel Agent based in South Africa
MAKING NEW FRIENDS GLOBALLY…
7
Whoever said “you can never have enough friends?” Travelling the globe will result in you meeting many people, some interesting and some boring. The chances are big that you will make friends in many countries, and some of those friendships may be for life. I have some friends in countries around the world that I met on a vacation, and I could stay with them anytime and vice versa.
GETTING AWAY FROM YOUR COMFORT ZONE…
When travelling, there is not always a fixed plan or routine. Sometimes you will need to make adjustments on the spot in order to get things done and to get to where you need to be. Adventure, travels and experiences give you many, many stories to tell. You’ll always be interesting at parties or events, and will be able to start or join conversations. It will put you in places that will force you to care for issues that are bigger than you. When you look back on your life, you will have moments of which you are proud of and maybe a few you regret, but who could regret seeing the Taj Mahal in India or Eiffel Tower in Paris? Like it or not, that is one of the effects of travelling.
10
EDUCATE YOURSELF…
Whoever you think you are right now and whatever you think you want from life will change if you travel for a long time to come. You will see the world, experience different cultures and meet many people. You will learn much about yourself and your expectations and goals in life may just change completely. The more I travel the more I realise I know so little!
YOU ONLY LIVE ONCE…
At the end of the day, it comes down to the fact that you only have one life. Whether it may be 20 years or 90 years, your time is limited. Many things can be bought, but time and experiences cannot. Do the things you want to do, travel the world, learn, see, absorb and enjoy everything that our wonderful earth has to offer us! After you travel across the world, you will look back on them and be proud of what you have done, seen and experienced. TSM zubairphilander@hotmail.com
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5
TRAVEL
TSM
TRAVEL
THE TOUCH OF A LIFETIME BY Mirembe Mutesasira
G
orilla Trekking, in the aptly dubbed ‘Impenetrable Bwindi Forest’ was an unforgettable experience. Every step forward was met by towering trees. The sky became green with foliage.
solutely still”, they instructed. “Always stay at least 5 meters away, for yours and their safety”. We were also told that once we spotted the gorillas, we would only have an hour with them before we started heading back.
The smell of the forest filled our nostrils, from the mud we slipped in countless times, which also clung to our skin and clothes, to the massive bomb-like droppings of elephant dung. It even sounded dense; like the silence was moving in on us.
Trekking sticks in hand, we started through the dense forest.I carried a rain coat, a water bottle that I hardly drank from, a pair of sunglasses, and a water proof cover for my bag.
I waspromised rain,mud, and delightfully slippery slopes, and was not let down. It is a rain forest, after all. No one could guarantee that we would see the gorillas. It wasn’t a common occurrence, but once in a while there would be groups that trekked gorillas all day and came back exhausted and empty handed (or empty sighted as I liked to think of it.) But as we started the trek within the immense sea of greenery, I couldn’t help but think that even if we didn’t spot any gorillas, the walk through the rain forest with its chirping birds, and low hanging mist would be well worth it. “There are roughly 800 Mountain Gorillas left on earth, which makes them critically endangered”, we were told by the guides. “If a gorilla charges, do not panic and run for the hills - stay ab-
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On regular intervals, our guide radioed in with the men that were further in the forest hunting the gorilla trail, asking how close we were to finding them. It was a beautiful walk. We hopped over felled logs, and ducked under others. We sidestepped streams, and admired plants on the side. And then came the signal;first over the walkie-talkie, then a howl out in the open air. It was the trackers letting us know that they had found the gorillas, and how far from us they were. After another half hour of hacking through bushes, our guide stopped us. “Have you seen any gorillas yet?” he asked. A little mystified, I replied that I hadn’t. Then he pointed to a tree a little way off. And up in the branches, looking as oblivious to our presence as ever, was a young gorilla. I jumped a little, gave a little squeal of excitement,
and grabbed the arm of the girl next to me. It was so surreal, to see up close what I had only ever seen in photographs and movies. This was it, and it was amazing! An audible ripple went through the group as we all saw it, one by one. People got out their cameras and took pictures. Our hour had begun. We moved a little further on, and came across a two year old in the lower branches of a nearby tree. As we approached a group of particularly high trees that held another three gorillas –a male and two females, it started to rain. It wasn’t gradual either. We all whipped out our raincoats, and I was even more thankful for my waterproof Timberland boots.
There are roughly 800 Mountain Gorillas left on earth, which makes them critically endangered, we were told by the guides.
“
The photographer in everyone woke up again, and cameras, phones, and iPads were all out, taking as many pictures of this close encounter as they could. The gorilla, with its arm still outstretched, reached for a hanging strap on my bag instead, and held onto it.
I sat on a felled tree trunk nearby, and with my essentials shielded from the rain, prepared to wait. We were assured that with the rain upon us, the gorillas would be sure to come down and seek refuge somewhere else.
was closer than the recommended 5 meters, but who were we to complain if it meant pictures at a closer range. Then, seemingly out of nowhere, her baby came barreling at us, and came to a halt, a few feet in front of me!
This was our opportunity to see them at a closer distance. Our patience was soon rewarded. The gorillas came down, one by one, and faded into the thick forest, but not before we got a few more shots of them in movement.
The group went silent. Some looked to the guides. The guides looked back. We had been told not to go too close, but no one had mentioned what to do if the gorillas came to you.
At this point, we had used up most of our hour, and while we figured we had seen the most of the gorillas that we were going to see, we let the trackers lead us a little further.
It obviously wasn’t a charge. This was a first. There didn’t seem to be a protocol for this. Our lead guide looked to me and said very clearly, but almost as a stage whisper “Don’t move”. I didn’t.
A few minutes later, we came across a rather large female Silverback eating from the surrounding vegetation. She
At a walking pace, the gorilla came closer, with an outstretched arm. I almost reached out to take its hand.
At this point it may have as well been touching me! After a few seconds, the all but forgotten mother we had been observing a few minutes earlier must have sensed something. She turned around and called her baby back to her side, with a grunt. And off it was, gone as quickly as it had appeared. My heart was hammering, now that my mind had processed what had just happened. Those few seconds seem to stretch on for minutes in my mind, and I’m not likely to forget the encounter any time soon. When it was all over, the guide closest to me gave me a fist bump. What a way to end the trek, our hour was up! What an adventure! And how I wish I could do it all over again. If you haven’t, maybe you should go out and see the gorillas. TSM mirembe_mutesa@yahoo.com
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TRAVEL
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r â c e , charme, faveur, bienfait, eucharistie... Bien loin du monde professionnel, l’étymologie du mot charisme nous emporte d’un coup, d’un seul, dans un autre univers aux confins de la religion. Certes le charisme est, dans sa définition basique, une forme de prestige liée à la personnalité, un caractère ascendant naturel. Mais le charisme, parce que beaucoup le considère comme inné, renvoie aussi à une notion de don surnaturel. Une part de mystère qui, à sa manière, entretient le mythe.
LE CHARME, UN PLUS DANS L’ENTREPRISE Et pourtant, le charisme est devenu au fil du temps une notion courante dans l’entreprise. Suivant les modèles déjà appliqués par les médias, le showbusiness ou la politique, l’entreprise s’est penchée à son tour sur cette notion à grands renforts d’experts, de formations puis de coaches. Certes on ne parle pas ici de formation ou de coaching en charisme, tant le mot reste fort, inaccessible. On préfère parler de formation ou de coaching en communication, en expression orale, en animation, en gestuelle... Autant de techniques qui effleurent sans le dire l’apprentissage du charisme. Le charisme au travail... 57.2% C’est indispensable 23% C’est un atout comme un autre 17.9% Ca peut aider de temps en temps 1.7% Ca ne sert à rien Sondage en ligne réalisé en novembre 2004 auprès de 568 lecteurs du Journal du Management Cet intérêt croissant des entreprises pour la chose ne doit rien au hasard. Selon l’étude Leadership Forecast, menée chaque année dans quatorze pays, le management des
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entreprises souffre d’un déficit chronique en matière de charisme. En fonction des pays ou des fonctions, ce sont de 38 à 46 % des
LE CHARISME CHEZ LES MANAGERS
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By: JEAN-PIERRE LAUZIER
salariés qui n’accordent aucune forme d’admiration envers leurs managers. Une forme de rejet qui peut se répercuter sur la motivation, le degré d’implication ou encore le niveau de confiance, donc sur le fonctionnement même de l’entreprise.
DE L’IMPORTANCE DU CHARISME CHEZ LES SIMS Dans le jeu de simulation Sims, l’avenir professionnel des personnages est dépendant de différents paramètres. Parmi eux, le charisme fait partie des éléments clefs qui conditionnent la réussite. Ce rôle du charisme dans l’univers professionnel est parfaitement identifié à tous les échelons. Notre sondage en ligne réalisé en novembre dernier auprès de 568 managers le confirme à son niveau. Ce sont plus de 57% des cadres qui estiment que le charisme est un atout indispensable dans le cadre de leur travail. Au final, seuls 1,7% des managers considèrent que le charisme ne sert à rien. Le charisme à l’heure de la communication, de la
The SERVICEMAG March - May 2016
Le charisme au travail... 57.2% C’est indispensable 23% C’est un atout comme un autre 17.9% Ca peut aider de temps en temps 1.7% Ca ne sert à rien Sondage en ligne réalisé en novembre 2004 auprès de 568 lecteurs du Journal du Management
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BUSINESS MANAGEMENT
rapidité et de l’efficacité professionnelle est donc une valeur à la mode. Les écoles, les centres de formation, et même les jeux de simulation intègrent cette dimension à tous les étages. Désormais on bûche son niveau de charisme comme l’on potassait autrefois sa maîtrise des statistiques et des nombres premiers. Et c’est ici la bonne nouvelle : le charisme n’est pas qu’un comportement définitivement inné. Cet art diront certains, cette pratique diront d’autres, peut s’apprendre et se développer à partir de techniques précises. Une nouvelle forme de démocratisation qui ne doit pas, pour autant, faire croire que le charisme est la réponse à tous les maux ou toutes les difficultés professionnels. Le charisme n’est utile que lorsque l’on s’en sert à bon escient. Quote : L’atout n°1 des managers Après les médias, le showbusiness et la politique, le monde de l’entreprise découvre les vertus du charisme. TSM www.jeanpierrelauzier. com, info@jeanpierrelauzier.com
MANAGEMENT PARTICIPATIF VS DEMOCRATIE DANS L’ENTREPRISE Par GANDONOU S. Marcellin
sanctions tombent. La grande question est de savoir si les collaborateurs ont été associés dès le départ et s’ils comprennent désormais là où l’entreprise veut aller. Un des défis majeurs du leader aujourd’hui est d’amener ses gars à faire une aventure avec lui et à se battre avec lui. Et le plus important est d’être présent pour ses gars sans s’attendre vraiment à une reconnaissance immédiate. Mais il ne faut en aucun cas perdre de vue que celui par qui le rêve est arrivé est le chef d’entreprise, même si vous partagez la vision avec eux, la perspective des choses ne peut être jamais la même. Par conséquent vous serez amené à prendre des décisions que les gens ne comprendront pas sur le champ.
DÉMOCRATIE DANS ’ENTREPRISE Je surprendrais beaucoup d’entre vous si je vous dis que l’entreprise n’est pas un lieu démocratique en tout cas pas au sens politique du terme, de la même manière que la démocratie au foyer n’a pas le même sens que la démocratie politique. Ce n’est pas un lieu où on vote à l’unanimité les décisions. Par principe il faut associer les collaborateurs aux différentes décisions et aux orientations de l’entreprise. La question est de savoir si l’entreprise peut être considérée comme un hémicycle, la réponse est NON. Le manager ou le chef d’entreprise fait un voyage de vision et imagine son entreprise, quelque soit ce qu’il expliquera à ses gars ils comprendront en fonction de leur niveau d’information et de connaissance.
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eut-on parler de démocratie dans l’entreprise ? j’étais en séance de coaching avec un chef d’entreprise et nous parlions de la discipline qui veut que vous fassiez les choses que vous avez prévu de faire au moment où vous avez prévu de les faire que cela vous plaise ou non et que les autres soient d’accord ou non. Je mettais l’accent sur le fait qu’une décision de discipline doit être impersonnelle, viser l’intérêt général et doit être objectif. Et il me faisait comprendre que nous parlons de management participatif et qu’au regard de la définition de la discipline on ne peut plus parler de démocratie. La question est de savoir
si on peut parler de démocratie au sein de l’entreprise. Leadership et Management participatif. Nous sommes tous d’accord sur le principe qu’aujourd’hui on ne peut diriger une entreprise sans que les collaborateurs ne comprennent ce dont il s’agit. Au début de l’ère du management, les managers établissent la stratégie et la politique générale de l’entreprise, la présentent ensuite et demandent aux collaborateurs de se l’approprier et de la mettre en pratique au sein de leurs départements respectifs. Après un bilan à mi-parcours les dirigeants s’étonnent que les objectifs ne soient pas atteints et les premières
Du coup si le chef d’entreprise veut continuer par se battre pour son rêve il est obligé, à des moments donnés, en fonction de sa vision, de son imagination, de prendre des décisions qui peuvent mécontenter ses collaborateurs mais qui vont dans le sens de l’accomplissement du rêve entrepreneuriale. Mais la bonne nouvelle c’est que lorsque les résultats arriveront ils vont se rallier. Il est fort probable que certains quittent le navire. Ce n’est pas grave cela vous permet d’affiner les membres de votre groupe. Ceux qui commencent une aventure ne sont pas forcément ceux qui la finissent. Ne vous en voulez pas si les gens ne comprennent pas parfois vos décisions d’entrepreneurs par contre prenez soin de vous assurer que ce ne sont pas des choix fantaisistes pour satisfaire vos désirs égoïstes. TSM
RENDEZ-VOUS AU SOMMET DE L’EXCELLENCE L’auteur est Coach, Formateur, Directeur H&C TOGO
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BUSINESS MANAGEMENT
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HOSPITALITY PERSPECTIVE
REPUTATION OF SERVICE EXCELLENCE By Jerry O. Were
How teams can be involved in achieving missions and visions
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eams and teambuilding efforts have become the most popular buzzwords in today’s work environment. Bringing individuals together in the workplace and getting them to work together should be every leader’s top priority and I must admit that it is a great challenge. What exactly makes successful teams tick? A close study of such teams will instantly reveal the following: • Their leaders have successfully established the same vision in the mind of each team member.
the questions: “Why are we here?” Why do we exist?”
Vision:
A vision statement on the other hand defines where an organization is heading to or how things should be like. It gives a picture of the future the organization is working to create. It answers the questions: “Where are we going?”, “How can we develop a plan to get there?”
Core Values:
• All the members share a common team mission.
Even though people frequently talk of mission and vision first, the basic underlying foundation for both are the core values of the individuals that make up the team/organization.
• There is a clear goal to be achieved and everyone knows clearly what that goal is and have their eyes kept on the ball.
Core values are principles and standards at the very centre of every individual’s character and from where they will not budge or stray.
• Each member has a personal mission that complements that of the team.
Core values are very stable and only change very slowly after a long period of time. They form the basis of our beliefs, ourselves and those around us and the potential inside of us.
• Each member appreciates their role and how their individual efforts contribute to team success.
MISSION, VISION AND CORE VALUES
Mission:
A mission statement in simple terms is a statement that defines the reason for an organization’s existence. It answers
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MESHING IT ALL TOGETHER Once the core values of all the individuals that make up a team/organization have been identified and discussed by way of everybody’s involvement.
A vision, which guides and gives the team a sense of direction and serves as a powerful motivator for all team members is created and a mission, which basically gives the team/organization a sense of uniqueness and purpose follows. The next all important phase after this is for the leader to: • Align the vision and the mission with the core values of both the individuals and the team and let every member appreciate how their individual efforts through {Beliefs, Attitudes, Behaviors & Skills} contribute to the team’s success. • Communicate the mission and vision to everyone involved in the team/organization. • Ensure that the mission and vision is accepted by everyone involved. • To break down the mission/vision into goals and objectives to make it possible for the team members to have ‘one bite a time’. • Develop timelines within which they can be achieved and constantly evaluate the success level of the team The Author of this article works as the General Manager of Nyungwe Forest Lodge-Rwanda TSM Jerry_Were@yahoo.com
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RE ES E I A D NI F T AN E N E IM E G M PR L M E UER O R C ES S T D N SA HUMAN RESOURCE
C’est souvent le résultat contraire que nous obtenons en voulant, coûte que coûte, changer notre interlocuteur ou à vouloir le mettre forcément dans notre schéma.
Par GANDONOU S. Marcellin
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ujourd’hui l’insatisfaction généralisée est la chose la mieux partagée dans le milieu professionnel comme dans la vie de tous les jours, que ce soit dans la famille ou avec les amis. Nous exprimons de différentes manières nos insatisfactions et mécontentements. Pour être coach je vois beaucoup de gens qui voient leur personnalité même, changée parce que leur partenaire ou patron veulent qu’ils ressemblent à des personnages parfaites de leur imagination. Comment allier fermeté et flexibilité, courtoisie et affirmation pour accompagner et aider les gens à progresser et devenir exceptionnel ?
1. L’EXCÈS DE RÉPRIMANDE TUE LA PRISE D’INITIATIVE Nous sommes très souvent pressés de réprimander nos collaborateurs et nos enfants chaque fois qu’ils font quelque chose qui n’est pas bon selon nous. J’ai rencontré la dernière fois une chef d’entreprise qui se plaignait du fait que ses collaborateurs ne travaillent pas bien et il ne comprend pas comment les gens n’arrivent pas être consciencieux au travail. Après maintes questions on s’est rendu compte qu’à partir d’un moment donné systématiquement elle reprend ses collaborateurs, même devant les clients.
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Naturellement ça devient une source de frustration pour ses collaborateurs qui agissent de mal en pis. Ils ne se soucient même plus de ses accès de colère. Un jour un chef d’entreprise tout courroucé s’apprête à passer le savon à ses collaborateurs. On demanda à une collaboratrice si elle n’a pas peur des réprimandes du patron, elle répondit nous sommes habitués il va se chauffer et tempêter et se calmer après. Le pire qui puisse arriver à un chef d’entreprise c’est que ses collaborateurs s’habituent à ses réprimandes.
2. LES GENS SE BRAQUENT Je suis convaincu dans la plupart des cas que celui qui fait des réprimandes est mu par de bonnes intentions, mais du fait que c’est devenu systématique, le vis-à-vis se braque. Chaque fois que vous ouvrez la bouche pour parler l’autre s’attend à ce que vous lui fassiez des réprimandes, même si celles-ci sont objectives, il ne veut plus rien entendre. Nous fabriquons des monstres ainsi sans le savoir. C’est souvent le résultat contraire que nous obtenons en voulant, coûte que coûte, changer notre interlocuteur ou à vouloir le mettre forcément dans notre schéma. Chose drôle, on s’en prend souvent à cette personne soit disant qu’elle ne fait pas preuve
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d’ouverture d’esprit ou qu’elle ne veut pas progresser.
3. L’AFFRONTEMENT DEVIENT SYSTÉMATIQUE Pour ne plus être l’objet des réprimandes, la personne réprimandée s’inscrit dans une logique d’affrontement systématique. Dés que vous ouvrez la bouche que vous ayez raison ou pas, elle est déjà prête à aller à l’affrontement. Si elle se rend compte que vous aviez raison, elle ne le reconnait pas et cherchera un pou dans les cheveux pour démontrer que vous ne faites que voir ce qu’elle fait de mal. TSM LIBÉRER LE GÉNIE.... L’auteur est Coach, Formateur, Directeur H&C TOGO PICTURE : Un manager en train de frotter une lampe magique pour faire sortir le génie marcelling@gmail.com
Rien que regarde dans l’ordinateur et valide. Comment un simple citoyen va s’en sortir s’il fait une demande de crédit de 200.000frw et qu’il paye l’attention plus d’autres frais administratif? Il lui restera combien? Qui peut trouver la solution pour fixer un prix raisonnable?
UNSOLLICITED SMS What is the policy on unsolicited SMS clogging our phones? Why are telecoms condoning this practice and what is RURA doing? By Tim Muzira
Par Lambert Morten De Pierre
MTN, WHY DOES MY AIRTIME VANISH? I have been having major issues with MTN Rwanda and their internet services. Whenever I pay for the weekly bundle it’s a hit or miss.
WE NEED WATER PLEASE Good Morning! 3 days with no water.... If this continues we will have To close our Restaurant...! we are using mineral water for now for everything we do.... from washing vegetables to cleaning the restaurant...etc... By Brachetto Restaurant-Tapas Bar
It can work for a day or two and then nothing. In addition, I have bought the daily pack twice and it ended in less than 15 minutes. Then MTN took all my credits... When I went to MTN center the employee I talked to said we can see that your units “disappeared” but offered no explanation. Two employees promised to send a report with more information but I never got it. However, the worst was today when an employee at the call center hung up on me mid conversation. Is anyone else having similar issues? Also, I sent a complaint email at the address provided below by another dissatisfied customer. Shall we start a petition?
BUYING CASH POWER
By Malyse A. Uw
Dear friends, did any of you out there face and is still facing the problem of not being able to purchase electricity like it happened to most us whole of yesterday plus today.
REGULATION DES BANQUES
That the machines did not have connection whole day yesterday and last night most places were in darkness!!! I hope it is being fixed otherwise were not safe without electricity in our homes.....
Je veux savoir qui a la régulation des Banques de ses attributions? J’ai fais une demande d’une attestation de non créance dans différentes banques à ma grande surprise le prix de ce papier coûte ds une 15000frw et une autres 65000frw.
LOST LUGGAGE ON JAGUAR BUS They tagged my case in Kampala, last checked in at Katuna border Rwanda side, the last I saw my luggage, missing when i reached Kigali, and the company is adamant they are not responsible. Charles Okwalinga
PILI, PILI, YOUR PLACE IS BEAUTIFUL BUT YOUR SERVICE VERY POOR What a Slow and Bad Service at Pili Pili Kibabaga. TSM Serge Rusagara Sakumi
By Mia Muzuri
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OUR FRUSTRATIONS
OUR FRUSTRATIONS
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YOUR WELLBEING MATTERS
Impamvu kubimera DR RACHNA PANDE :
I
mvugo “ibiribwa mvabimera” cyangwa vegetarian food mu rurimi rw’icyongereza, ikubiyemo ibyo kurya byose bikomoka ku bimera. Ibi birimo imboga rwatsi, imbuto, ibiyampeke n’ibinyamisogwe, amata n’ibiyakomokaho. Umuntu utarya inyama kubera imiziririzo y’idini, umuco cyangwa kubw’impamvu z’umubiri we bamwita “Vegetarian”. Vegetarian w’ukuri rero ntarya inyama iyo ariyo yose. Ibyo umuntu arya cyangwa akunda bituruka ku mahitamo ye bwite, icyakora ibiribwa byinshi bikomoka ku bimera birusha ibindi biribwa bitabikomokaho. Dufatiye kukamaro k’ubu bwoko bw’ibiribwa, abakurambere b’abahanga n’abihayimana bokomatanyije iyobokamana n’ibi biribwa bikomoka ku bimera maze babuzanya kurya inyama. Abahanga mu bya siyansi, baherutse kwemeza ko inyama zigira ingaruka mbi ku buzima maze bashishikariza abantu kwita kukurya ibikomoka ku bimera. Kugeza ubu ibyamamare byo mubihugu bya Amerika n’Uburayi batangiye kugenda bava kunyama kandi bagaterwa ishema no kuzireka. Amaresitora agabura ibiribwa bikomoka ku bimera niyo agezweho muri ibi bihugu byateye imbere,aho abantu bajya gufatira twa salad mu rwego rwo kugusha neza mu gifu/imibiri yabo. Ibiribwa bikomoka ku bimera bikungahaye ku ntungamubiri zo mubwoko bwa fiber ubusanzwe zifatwa nk’utudodo duto dufasha mu igogora ry’ibiryo. Birafasha cyane kurwungano ngogozi cyane cyane ku bagabo. Imboga rwatsi n’imbuto mbisi bitanga intungamubiri za fiber ndetse zikanoroshya igogora. Indimu zisharira nazo ni bimwe mu bitanga izi ntungamubiri hamwe na vitamini C ifasha umubiri guhangana n’indwara. Imbuto nka Guavas nazo
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ni zimwe mu zikungahaye kuri Vitamini C. Ipapayi nayo igira umusemburo ufasha mu igogora ry’ibiryo. Umuntu ugira akamenyero ko kurya izi mbuto rero ngo ntaho ashobora guhurira no kurwara impatwe. Hehe n’indwara z’amara ndetse ngo binarinda kanseri y’amara itera guhora urwaye impatwe. Imboga mbisi nyinshi n’imbuto biba bikungahaye ku ntungamubiri zo mubwoko bw’ama anti oxicidents. Aya ubusanzwe arinda uruhu kuvuvuka kandi akanakomeza ubudahangarwa bw’umubiri bisobanura ububasha bwo kurwanya indwara. Intungamubiri zibanze, zishobora kuboneka ku buryo bwaroshye mu biribwa bikomoka ku bimera. Imboga z’amababi y’ibara ry’icyatsi zitanga intungamubiri za fiber, iron na vitamini by’umwihariko A. Imineke ifatwa nk’ibiryo kumwana. Itera imbaraga m u m u biri, n’izindi n t u n gamubiri, n’umunyu wa potasiyumu (potassium). Ibinyampeke nk’ingano bitanga vitamini B.complex na E hamwe n’intungamubiri za fiber, utudodo dufasha mu igogora ry’ibiryo.
ku binure bigira ingaruka mbi ku mutima. Amagi akungahaye ku birinda indwara ariko nanone akanagira ibinure byinshi. Kubw’ibyo rero ni byiza kuyirinda cyangwa umuntu akarya nibura igi rimwe mu cyumweru cyangwa bibiri. Ibindi bikomoka ku nyama uretse ifi, biba bikungahaye ku binure n’inyamasukari.
Inzuzi z’ibihaza n’impeke z’ipapayi, n’ inanasi bifasha mukurwanya inzoka zo munda. Imbuto nka ibinyomoro nazo ziba zikungahaye cyane kuri uyu munyu ngugu. Urutonde rw’ibyiza by’ibiribwa bikomoka ku bimera ntirug rurerure. Inyama n’ibizikomokaho bikungahaye
Nanone umuntu aramutse atekereje agashinyaguro n’umubabaro itungo rigira mugihe ryicwa, ahari ubanza atazongera no gukora ku nyama. Ibibazo nk’ibi byose, abantu bagiriwe ubuntu bwo kutarya inyama ntaho bashobora guhurira nabyo.
Ibi rero bitera umubyibuho ukije, indwara z’umutima, na diyabeti. Si ibyo gusa kuko Gout itera ububabare bukabije, nayo ngo ikunda kwibasira abantu barya inyama, cyane cyane abakunda kurya iz’umutuku.
Gusa uko byasa kose amata afatwa nk’ibikomoka ku bimera. Amata n’ibiyakomokaho bizanira intungamubiri nyinshi umubiri nk’umunyu ngungu wa kalisiyumu (calcium), n’ibyubaka umubiri bitandukanye.
Kurya inyama zitukura n’iz’inkoko ngo zaba zishyira urwungano rw’inkari mu kaga ndetse bikaba byanakwangiza udusabo tw’impyiko.
Yewe no kubijyanye n’isuku, ibikomoka ku bimera burya biroroha kubigirira isuku. Inyama zidahiye ngo zishobora gutera indwara nyinshi nk’iz’indiririzi (toxoplasmosis), iz’imitsi n’umutwe (tape worm infestation, neurocysticercosis ) , botulinism , n’izindi. Kurya inyama z’amatungo arwaye zishobora kwanduza abaziriye .
Inyama zitukura n’izaciye mu nganda byagaragayeko ziri ku isonga mu bitera kanseri y’amara. Abantu benshi bavugako abatarya inyama baba bakwiye no kureka amata kuko ngo nayo ari mubikomoka ku nyamaswa U r u g e r o nk’ihene cyangwa inka, burya ngo amata aba kwiye guhabwa ibiremwa bikiri bito kugirango abifashe gukura.
Kurya inyama zitukura n’iz’inkoko ngo zaba zishyira urwungano w’inkari mu kaga ndetse bikaba byanakwangiza udusabo w’impyiko.
Amoko yose y’ibishyimbo nk’ibifite inkomoko y’ubufaransa (French beans), country beans, soya beans, n’ibindi bizwiho kugira intungamubiri nyinshi. Ibihaza n’igihingwa cya beterave ni yo soko nziza y’ubutare bwa iron.
umubiri/inyama, amaraso ndetse n’amagufa mu by’ukuri ubusanzwe bitari bikwiriye kuribwa.
Akenshi iyo umubyeyi acukije umwana we, ahabwa amata y’inka cyangwa y’ihene kugirango umwana akomeze gukura neza.Icyakora nanone abakuze na bo bashobora kuyatoramo ibibatunga. Nubwo rero amata atari mubikomoka ku bihingwa, kugirango aboneke ntibirindira kwica inyamaswa cgangwa itungo. Mugihe nyamara kandi ibiribwa bidakomoka ku bihingwa bishobora kuboneka bitagombeye ko itungo ripfa cyangwa ngo ryicwe. Iyaba umuntu mugihe arya inyama yatekerezaga ibigize indyo arimo kurya yakamenye neza ko ari kurya
Nigeze kuvugako inyama zitanga imbaraga, ariko umuntu akwiye gushyira mugaciro akareba ibiba hanze kubindi biremwa. Uzarebe n’izo nyamaswa nini zitibasha uzasanga nazo zitungirwa n’ibikomoka ku bimera. Inyamaswa z’imbavu ndende kandi zinyaruka nk’ Agasumbashyamba (giraffe) n’amafarasi (horses) ntibijya birya inyama cyangwa n’ibizikomokaho Ikirangirire mu nyamaswa zinyaruka ku isi, urukwavu na rwo rwirira karoti n’amashu.ariko ntirurya inyama. Si ngombwa rwose ko twese tureka inyama twese mu gihe umuntu azikunda ushobora gukomeza ukirira. Icyakora inama ugirwa ni ukujya wibuka no kurya imboga rwatsi n’imbuto nyinshi kugirango ubashe kugira ubuzima bwiza. Mbese, indyo yawe ntikwiye kuba igizwe n’inyama gusa. TSM E-mail – rachna212002@yahoo.co.uk
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kurya ibikomoka ari ingirakamaro
YOUR WELLBEING MATTERS
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WHERE WE HAVE BEEN
All r ound service -
Tips fr om café javas By A.K.Otiti
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her e is a man known as Mand ela who has be en running a successful business for a number of years now. Café Javas is a chain of fast fo od r estaurants in Kampala, now a household name. I have mad e my shar e of visits to most of them and I am sur e I will be going back again and again. And this is why myself and many other visitors will k e ep dark ening the d o ors of Javas to the obvious gle e of Mr. Mand ela. In terms of customer service, Mr. Mand ela has nailed it. Other businesses can pick a leaf, her e ar e a few points I have noted fr om the Javas service:
complaint you make and make it right with no additional fuss. In spite of their guest numbers, Javas wait times are short and they clean tables as soon as occupants leave.
• No extra or hidd en costs It is annoying to pay for an expensive meal and then be asked to pay an extra 1,000 for your doggy bag or find your left overs thrown into a brown bag without being properly wrapped. Javas treats food well, they do not charge extra for packaging and they pack food in exquisite containers and paper bags.
• Serve Fr eshness I always wondered why in a place like Kampala with fruits in abundance, it is so hard to get fresh juice in most restaurants. Javas has a variety of juices, smoothies and salads are fresh.
• Junk but not quite junk
• Be consistent with the go od Javas burgers, Javas sandwiches, Javas fries etc.are the same in all their outlets at every subsequent visit. You know how you visit a new place and the salad is just the way you like it and you can’t wait to go back and when you do, you almost feel your taste buds have been playing tricks on you. It is so different from what you had previously. And you give them a chance one more time, thinking, the chef must have been sleepy, but it is worse on your next visit and you can’t help but feel you were doped the first time. You have no reason to return. Well, Javas makes you want to come back and when you do, you get the same excellent service, same great food you had in another of their outlets or on a previous visit.
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With all our health precautions, many of us have to stay away from fast food as much as we can. Javas provides a variety of healthy meals in addition to the fast food, the variety is welcome since old and young can dine together and still eat comfortably.
• Of fer Excellent customer car e
• Cleanliness
A friend and I were talking about the Javas service recently and she said, ‘There must be something Mandela is doing that we haven’t learnt because he is hiring from the same market we are so why can’t we get the same result?’
A friend said if you want to judge the level of service a public place offers, go to their bathrooms. No client wants to visit dirty premises lest of all to eat. Javas bathrooms are kept spotlessly clean.
I guess you can bring it down to training and standards. Javas staff are trained and a standard is set which they must keep. Consequences of falling out of line are dire, I am told, Mandela does not suffer sloppiness, misconduct, moods etc. gladly. As a result, waiters and waitresses are pleasant, alert and flexible. Javas is the place where you are welcomed and seated and given a menu at once, your meal will be replaced as soon as you make a complaint, it is the place where the waiter will apologise for any
Cleaners are hired to clean up every few minutes and the restaurant décor is original and the place is airy and one is not suspicious a dirty kitchen when what we can see is as clean as can be. Are you offering an all-round service to your clients? With ambience, cleanliness, fast and consistent service, an excellent product, a warm welcome and flexibility, you are set to be a winner in your market. TSM Email: aryantu@theservicemag.com
The How of Healthcare Ť ,GHQWLI\ XQPHW QHHGV DQG respond with a plan.
By Billy Rosa, MS, RN, APRN
T
he scene in every major medical facility throughout the world is the same. Emergency rooms overflowing with accidents and acute illnesses; nurses overwhelmed by endless lists of tasks to accomplish and medications to administer; doctors trying to balance student education and patient consultations. What we see in Rwanda is a system limited by resources and staff shortages, struggling to meet the medical needs of its 13 million citizens – a tall order for any country, regardless of socioeconomic status. The person who often gets lost in all of the hustle and bustle is the very one we are trying to serve: the patient! It is easy, amidst the mayhem of healthcare, to forget about the person underneath the disease, to remember they have a family who loves them and a story worth hearing, to really take the time to look into their eyes and see what they need, and to listen to their concerns with patience and compassion. In fact, those involved in care delivery at the point of contact get so caught up in the ‘what’of healthcare, they can oftentimes forget about the ‘how’. How we show up for those we serve –when characterized by presence
and kindness - is the keystone of any caring-healing provider-patient relationship. When we deliver care in a mechanical or detached way, we risk dehumanizing our patients, reducing them to a set of symptoms, a bed number, a disease. We must never underestimate the power of respect and individualized attention in the patient care experience. It is essential to keep in the forefront of our minds that patients seeking medical attention are dealing with incredible amounts of stress, vulnerability, and suffering. Patients are facing health challenges that diminish their overall sense of vitality and wellbeing,threaten lifelong autonomy, and have far-reaching financial implications. Here are some simple ways to improve the how of both your individual and healthcare organization practices:
Ť *UHHW \RXU SDWLHQWV E\ QDPH introduce yourself, and let them know your role. It increases patient comfort when they are addressed by name and elevates their sense of safety if they know who you are, why you are there, and what you will be doing with them.
Patients are often upset when one or two crucial needs have gone overlooked. Tell them what your plan is to fix the problem - then stick to it. Nurturing trust is a vital aspect of the relationship.
Ť 6ORZ GRZQ Get to know your patient. Open-ended questions such as, “Tell me about your family. What is most important to you right now? What are you hoping for?â€? are instant relationship-builders. More importantly, they will show the patient that you care.
Ť %H SUHVHQW Without a doubt, you have tasks to complete but do not forget that you are dealing with a seeing, thinking, feeling human being. Be available to them and what they want from you in this moment. Consider meeting them where they are and meeting their needs. Remember ‘what’ we do is often far less important than ‘how’we do it. TSM Visiting Faculty,University of Rwanda ICU Clinical Educator,Rwanda Military Hospital Human Resources for Health Program in partnership with New York University College of Nursing “ In a gentle way, you can shake the world.â€? -Mahatma Gandhi â€?
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YOUR WELLBEING MATTERS
TSM
AKAZI 6
HUMAN RESOURCE
IMPAMVU ZIKWIYE GUTUMA UGARURA UWAHOZE ARI UMUKOZI WAWE, MU GIHE UTANGA AKAZI Tubikesha Brian Hughes
I
simburanya ry’abakozi mukazi, rishobora gukurura igihombo gikomeye mu kigo, binyuze mu kuba hari umwanya utakara wakabaye ukorwamo ibindi bibyara inyungu, bishobora no gutera kandi igabanuka ry’umusaruro w’abakozi ndetse n’igihombo cy’amafaranga.
Amakuru dukesha ikinyamakuru the New York Times yemeza neza ko imibare y’abata akazi muri ubu buryo, ariko bigatinda bakagaruka ikomeje kwiyongera. Hari byinshi kuri ubu bitungwa agatoki ko byaba biri mubituma abakozi bajarajara mu kazi bakomeza kwiyongera.
Burya ngo no mugihe biri ngombwa gushyira abakozi bashya mukazi no gusezerera abandi, ntabwo bishobora kubura icyo bihungabanya ku kigo.
Kimwe muri ibi ni imbuga nkoranyambaga, aho usanga zifasha umukoresha gukomeza kugirana umubano wa bugufi n’uwari umukozi we yaba ari mu biro cyangwa hanze. Ikindi ni uko kugarura umukozi amaze kuba inararibonye, cyangwa wiyunguye ubundi bumenyi bushya nabyo ngo bishobora kungura ikigo cyawe.
Umukozi ugarutse ashobora kuzana ubumenyi bwinshi yaba ubw’ibigezweho, cyangwa ubunararibonye akuye mu bindi bigo bikomeye yari yaragiye gukoramo. LeBron James ni umugabo wo guhamya inyungu y’umukozi ugarutse, aho yagarukanye ubuhanga buhambaye mu ikipe yahozemo.
Waba wifuza kongera guha akazi uwahoze ari umukozi wawe? Reka dufate ko mwari mwatandukanye ntacyo mupfuye, ibi rero ni bimwe mubikwiye gutuma umugarura:
Nyuma yo kuba icyamamare anyeganyeza inshundura muri shampiyona na Miami Heat, James yagarukanye amatwara mashya i Cleveland agendeye kuburyo bajyaga bashyira hamwe nk’ikipe kugirango babashe kwegukana intsinzi.
Mukwezi kw’Ukuboza kwa 2014, ikigo cy’ibarurishamibare y’abakozi n’akazi (Bureau of Labor Statistics) cyagaragajeko miliyoni 2.7 z’abakozi bikuye kukazi. Ubushakashatsi ndetse bwerekanako iyi mibare ngo izakomeza kwiyongera uko imyaka ishira indi ikaza biturutse ku ijarajara ry’abakozi baba bagamije kwiyungura ubumeny n’indonke ziruseho. Raporo ya PayScale y’umwaka wa 2013 yerekanye ko n’ibigo bikomeye nka za Google, Amazon na AFLAC, na byo ngo bishobora kugerwaho n’ingaruka z’iri zamuka riri hejuru ry’imihindagurikire y’abakozi mu myanya y’akazi maze byose bijye bikenera abakozi nibura nyuma y’umwaka umwe gusa. Hanyuma, nk’umuyobozi ni gute uzabyitwaramo? Birumvikana nk’umukozi wawe w’indashyikirwa byakugora kubyakira no kwemera ukamureka akagenda. Ariko kandi, ni byo gusa biri kwiberaho muri iyi minsi ya none. Ijarajara ry’abakozi riri ubu ntabwo risanzwe, kandi abenshi bagenda bumva ko ntacyo bitwaye bakibwira ko ari amahitamo meza yo gushaka uburambe buruseho. Ariko se, umukozi bimugendekera gute iyo bibaye ngombwa ko ashaka kugaruka aho yakoraga?
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1. KURENGERA AMAFARANGA N’IGIHE, NO KUMENYERA AKAZI VUBA BYIHUSE. Uwaho ari umukozi ahantu iyo ahagarutse, ashobora gukenera gusa amakuru make y’ibanze cyane nko kubyaba byarahindutse mu kazi kugirango abashe gukorana umwete kandi abyumva neza. Kabone yewe n’ubwo yakenera amahugurwa amwe n’amwe, ntabwo byahenda cyangwa ngo bitware igihe nk’umukozi mushya.
2. KONGERA KWISANGA MUMYI TWARIRE IKWIYE KURANGA ABAKOZI MU KAZI BITAGORANYE Kwiga umuco n’imyitwarire ijyanye abwiriza y’akazi akenshi bishobora ku garagaza ukugegajega k’umukozi. Nubwo umuntu yaba afite ubumenyi buhagije ndetse yewe n’uburambe muri ako kazi, kutamenya uko witwara mukazi bishobora gukurura akaga gakomeye ndetse k’igihe kirekire.
Umuntu wigeze kugukorera rero, burya ngo aba azi icyo gukora kandi ntampungenge z’uko mwazananirana kuko muba musanzwe muziranye.
3. KUZANA UBUMENYI AKUYE AHANDI.
Ibifite aho bihuriye nabyo: Uko amasosiyeti akomeye yiyemeje kurandura icyuho cy’abagore mu ikoranabuhanga.
4. KONGERA IMBARAGA MU KAZI. Kugarura umukozi bishobora kuba umusingi ukomeye wo gutera abakozi imbaraga n’umwete wo gukunda akazi, cyane cyane iyo uyu umukozi yari indashyikirwa kandi akunzwe n’abakozi bagenzi be mugihe yahakoraga, atarahava. Zirikanako n’ubwo abakozi benshi bashobora kwishimira kubona mugenzi wabo bakoranaga agarutse, igaruka rye ntirikwiye gusimbura gufata abandi bakozi bakora kimwe. Kuko nanone kumuzamura mu ntera bishobora gukurura umwuka mubi mu bakozi. Ntabwo warinda gutakaza abandi bakozi kugirango ukunde ugarure abari baragucitse! Irinde ibihuha na
politiki ziteranya, umenye neza muby’ukuri niba abakozi bawe bose bujuje ibisabwa ndetse n’ishyaka bafite ryo gukomeza gukora bateza imbere ikigo bakorera.
5. GUKOMEZA IKIZERE IKIGO GIFITIWE MURI RUBANDA Wari uziko kugeza ubu abakozi babarirwa kukigereranyo cya miliyoni 22 batakiri mumyanya y’akazi bakoraga? Nk’uko bitangazwa n’ urubuga rwa internet “Gallup.com”, ibi ngo byaba bituruka kumusaruro ufite agaciro k’agera kuri miliayari 350 by’amadolari y’Amerika utikira buri mwaka harimo no gusiba kw’abakozi. Intandaro y’ibi nanone ngo ni ukutigirira ikizere ndetse no gutakarizwa ikizere kuruhande rw’ikigo. Gusubiza mu kazi abahoze ari abakozi bawe, bishobora gutera ishyaka ryo gukunda ikigo, by’umwihariko iyo ushobora gukomeza gufata neza umukozi w’abaye indashikirwa.
6. KWIRINDA GUTAKAZA AMAFARANGA KU BAGUSHAKIRA ABAKOZI. Muri iyi minsi ya none, mu ipiganwa ku isoko ry’umurimo hanze aha kugirango ubone umukozi wujuje ibisabwa, bishobora kuguhenda kandi bikanagufata igihe kugirango umubone. Ibiro by’ibarurishamibare ku bijyanye n’umurimo (Bureau of Labor Statistics) bitangazako mwaka ushize wa 2014, warangiye hashinzwe imirimo mishya igera kuri miliyoni 5, ari nawo mubare muni wari ugaragaye kuva muri 2001. Ku isoko ry’umurimo rigaragaraho ipiganwa nk’iri, abashoramari benshi usanga bemera no gushora amafaranga yabo atari make mu bakora umwuga wo gushakira abakozi ibigo. Mu gihe ugaruye uwahoze ari umukozi wawe burya uba urengeye amafaranga wari gutakaza kuri aba bantu bakora akazi ko gushakira ibigo abakozi.
UMURONGO FATIZO Abahoze ari abakozi bawe bose siko baba ari beza ku buryo wabagarura mu kazi. by’umwihariko iyo bagiye birukanwe, cyangwa baragiye mutameranye neza mu kazi. Ariko nanone bake, cyane cyane aba baragiye bitewe n’impamvu runaka nko gukomeza amasomo cyangwa impinduka zabayeho mu muryango kubagarura ku buryo by’umvikana. Naho iyo ari umwanya mushya ukeneye umukozi, ho ntabwo ari ngombwa kurba kukuba umukozi yarigeze agukorera! TSM Umwanditsi ni uwashinze akaba n’umuyobozi mukuru wa Integrity Marketing & Consulting marcelling@gmail.com
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BUSINESS MANAGEMENT
TALK
YOUTH
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YOUTH TALK
Ralph’s Studio: A Creative Child’s Overflow of Imagination
loria A. IRIBAGIZA
R
alph Schmitz is a seven-year-old creative genius who runs his own art studio ‘Ralph’s Studio’ in Kimihurura. He loves drawing, painting and creating new things. While still a child, he receives the constant support of both his parents, who
look at their son’s creative potential as something that can be nurtured at an early age, just like any academic skills he acquires at school. “Children have a vivid imagination, and before it is suppressed with all the academic work, art helps them devel-
op their creativity and they can make better choices as they determine if they are more artistic, sporty or academic. It’s better to do this at an early age. Children have a lot of frustrations sometimes because the grownups are not listening to them, or they have a memory of something from school, and art helps them positively process and deal with these”said Bastian Schmitz, Ralph’s father. His mother, Suhaa Schmitz said, “Art has changed Ralph’s life in terms of how he expresses himself. Art helps children to express themselves and pays a lot more attention as they learn to ask ‘why?’ in an artistic way.” In Kigali, such creative spaces for children are limited. Through experimenting a little bit, they aim at teaching the children how to sketch for different types of art while combining it with music.
BELOW ARE EXCERPTS OF RALPH’S INTERVIEW: TSM: Tell us about your studio programme.
Ralph Schmitz 50
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RALPH: Every Saturday, I host about 10 to 12 children at my studio to paint and create things. The youngest is four years old and the oldest is about 17 years old and we all like to paint. I like to draw and paint and I just keep creating. I am going to wait until my hallway is full and I will make a shop outside my gate and sell it to my friends out there.
TSM: Why is painting important for you? RALPH: When I was two or three, I liked to draw, paint and do creative things. I used to make dolphins. I would also take a bottle of paint and just squirt it all over the canvas and it laid flat on the canvas and made a nice design. I kept it and I put it in my hallway. There is a whole wall of all the paintings I made from the first ones to the recent ones. I will sell each painting at Rwf100 and Rwf1000 outside the gate. Then I will save the money I get until I am a grown up and I will use it to get a lot of nice things. It is fun to draw and paint and it makes me happy. I do it alone or with my mom.
cause it helps me to deal with my feelings. Sometimes, when I am angry or sad, I paint. When I am angry I actually make a red painting with black or white in the middle. When I am sad, I make a painting with black and white and some blue in the middle. When I paint, it helps me calm down a little. TSM: What do you want to become when you grow up? RALPH: When I grow up I want to become like the real life driver of the Transformers (robotic cars that transform into action figures). TSM glo.irie@gmail.com
TSM: How do you get the ideas to paint? RALPH: Usually, I like to make new things. So I watch TV and get an idea and then I can use that idea to create something from what I have learned. TSM: How do you manage school work and painting? RALPH: I study at the Earth School during the day and I go to ISK for my Dutch classes once a week. I get homework that I do during the week. I usually paint on Saturdays and Sundays. TSM: What motivates you to paint? RALPH: Painting is good for me be-
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YOUTH TALK
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HUMAN RESOURCE
Impamvu 6 umuntu aba akwiye kwitwara neza aho akora Tubikesha Hermann H. CAKPO
Zirikana ibi bikurikira : Tumara umwanya munini cyane kukazi kuruta uwo tumara i muhira mu ngo zacu. Ari nacyo gituma niba duhora dushaka gutera imbere mu buzima, dukwiye no gukora duharanira icyatuma dutera imbere aho dukorera. Nta wigenera. Burya aho ukorera ubwo haba ari aho nyine, kandi hakomeza kuba ahawe kugeza igihe weguriye. Gukora rero ugamije kwagura no guteza imbere akazi ukora biterwa n’izi mpamvu zikurikira :
M
umara umwanya munini mu kazi kugirango mubashe kuhagira uburuhukiro bwanyu Hari abantu bashimishwa no guhindura aho bakorera irimbukiro. Usanga batazi kubana neza n’abandi. Nyamara amaherezo birangira babuze
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aho berekeza. Abantu benshi baba bumvako aho bakorera batahashobora kubera ko batahishimiye, nyamara kandi burya byose biterwa n’imyitwarire yacu. Iyo uri umuntu wihangana, uboneye, ugira urukundo kandi uzirikana abandi, akababa hafi ndetse akabitaho, burya
uba utanga inkunga ikomeye cyane mukoroshya akazi ukora kandi bizagufasha kukabamo neza. Ujye uzirikanako buri gihe ibintu bigenda neza iyo umuntu yiyumva neza. kimwe n’uko na none mugihe umuntu adafite ibyiyumvo bizima, adashobora gukora ibintu bizima. Ibintu byose biterwa rero n’uburyo uba wiyumvamo akazi ukora. Nanone kandi byose biterwa n’uburyo wumva ko ari inshingano zawe kunoza akazi ukora no kubaka umurunga w’isano n ‘ubucuti na bagenzi bawe mukorana, ndetse n’abagukuriye by’umwihariko. ABANTU MUKORANA BURYA BABA ARI NK’UMURYANGO WAWE. Tekereza abenegihugu babiri bo mubwoko bubiri busanzwe buhanganye bahuriye hanze(i mahanga). Ubwumvikane buke bwabo bushobora kurangirira aha, bagatangira gushyira imbere ikibahuje, bagafatanya ndetse yewe ushobora no gusanga babaye inshuti magara kuburyo utabyumva. Abantu tuba dukorana ni bamwe mu bantu b’inshuti zacu za hafi cyane.
Hari byinshi dusangiye mu buzima. Ni umuryango wanjye. Kubw’ibyo rero, numva ntagishobora gutuma ndeka gukomeza kubakana ubucuti na bo, kubera ko akenshi iyo nkeneye ubufasha, bari mubantu bake nitabaza kandi baba bashobora kungoboka. Bamwe usanga bagerageza kubaka umubano na bagenzi babo ushingiye gusa ku kazi n’umwuga bakaba aribyo baha agaciro, ariko ntibatinda kubonako ariryo shingiro ry’imiryango ya bo. Burya ntawakabuze kwifuriza undi kugira bagenzi be yiyambaza, nk’umuryango we nyirizina, gusa akenshi usanga aribyo byiberaho, niyo mpamvu rero ari byiza kumenya niba uko twitwara n’uburyo tubana na bagenzi bacu dukorana, ari ubuganisha kubagira inshuti n’abavandimwe. NTACYO BYABA BIMAZE KWITANDUKANYA N’ABAKAGUFASHIJE KUGERA KUNTEGO WIHAYE. Ntacyo bimaze kuvuga nabi mugenzi wanjye: « nzakorana n’abandi ariko batari we » ; « Gukorana na we ntakamaro» ; « ntushobora kumva ukuntu antera umujinya ». Ibi ni iby’agaciro gace rwose, kuberako haba hari impamvu iba itumye turi kumwe: kugirango tugere kuntego zigamije inyungu rusange; kandi kugirango tubigereho, tugomba kugira gahunda, tugafatanya, tukanagirana inama n’abo dukorana. Hari umugani uvugako amenyo ahora hejuru y’ururimi ariko bigakorana kugirango bibashe kumva uburyohe n’ubusharirire bw’ibiryo tuba tubihaye. Akenshi hari ubwo usanga umuntu tutishimiye ariwe bibaye ngombwa ko twitabaza kugirango tubashe kugera kundoto zacu twembi. Hari indirimbo nziza y’inyanigeriya (Nigerian) ivuga ngo: « Ntawamenya, wasanga ejo nazagukenera! ». None kubera iki warindira gutegereza kubakana ubucuti na bagenzi bawe ari uko ubakeneye, by’umwihariko cyane abantu ushobora kuzakenera buri munsi? Ahubwo rero, dukwiye guhora twubaka ubwo bumwe n’ubcuti hagati yacu na bagenzi bacu.
IRINDE KUREMA AMAKIMBIRANE KU KAZI KUBERAKO BITATUMA UBASHA GUHANGA UDUSHYA NO GUKORA NEZA. Ibihe by’amakimbirane ni ibihe bidatuma umuntu yicara ngo atuze, yihe amahoro. Ibi ni ibihe bituma dutekereza nabi, aho usanga umuntu aba arwana no gushaka uko yakwihoorera ku bamusuzuguye cyangwa abamushotoye. Muri make rero, muri ibi bihe by’amakimbirane dutakaza igihe n’ingufu byacu n’ubutunzi bukomeye tujya impaka z’urudaca ndetse no guhangana aho gukora ibyubaka. Umuhanga mu muby’ubuzima bwo mumutwe ari uyoboye amahugurwa ku « gukorera hamwe » yabajije abari bitabiriye amahugurwa ati : « Ni bande muri mwe bafite munshingano zanyu kurwana, gusenya, guhwihwisa, kunenga, kwegeranya ibishishwa by’imineke, kushyira ibintu kuri gahunda, kurakaranya, kutakaza ukwihangana, kuvogera uburenganzira bw’abandi ?
“
None ntitwaba dukerensa amahirwe dufite yo guhanga udushya no kunoza akazi kacu, twita kubutunzi bwacu bw’agaciro cyangwa dutakaza igihe cyacu muri gahuhunda nk’izo ? ». Turi ku kazi rero kugirango tubashe kubyaza umusaruro umuco wo guhanga udushya no kunoza umurimo, mu gihe buri wese muri twe asabwa gukora yirinda amakimbirane n’ibibazo bidafite ishingiro bishobora kudutesha umurongo. UMUJINYA NI IKINTU GIKOMEYE KU
Hari byinshi dusangiye mu buzima. Ni umuryango wanjye. Kubw’ibyo rero, numva ntagishobora gutuma ndeka gukomeza kubakana ubucuti na bo, kubera ko akenshi iyo nkeneye ubufasha, bari mubantu bake nitabaza kandi baba bashobora kungoboka.
“
Kugiti cyange, njye nkora mparanira kunoza akazi nkora, ariko kandi nkazirikanako bagenzi bange,n’abo dukorana ari inshuti zanjye z’akadasohoka ndetse yewe bamwe muribo banandutira abavandimwe. (uku ni ukuri kubaho kubakozi n ‘abakoresha benshi).
MARANGAMUTIMA NO MU MIBANIRE Y’ABANTU : KUBERA IKI WAWUHEMBERA? Ni abantu bake cyane gusa babasha gushimishwa no kwagura umubano n ‘ubucuti bagirana na bagenzi babo bakorana ku kazi. Umunaniro ukabije, ishavu, gushidikanya, guta umutwe, kwiheba … imiti, kutakaza igihe, n’amakimbirane adafite shinge na rugero, ni wo musaruro w’umujinya. Kuki wumva washoza ibiza nk’ibyo aho guharanira iterambere rirambye ? Muzirikane ko tudakwiye gutegerezako aho dukorera haba heza kugirango tubone gukora neza. Niba dufite uwo mutima wo gukora neza kandi dufite ishyaka tuzabigeraho. Tekereze rero uko byamera uramutse uhembereye urwango ukaba umuntu utagira ikiza bamushima, wa wundi uhora ahemukira bagenzibe uko bamukeneye mu kazi. Ni wowe wenyine ushobora kurema umwuka mwiza ku kazi Ushobora kwiyemeza kutaba intandaro y’inkuru mbi n’ubugizi bwanabi. Ushobora gukora uharanira kuba isoko y’ibyiza, ukaba umuntu witonda, wumvira, ushyira mugaciro, umuntu udashyira imbere kunegura abandi, ugatanga umusanzu wubaka, ukamenya guhoza bgenzi bawe mu gihe babaye. Ushobora guhitamo kurangwa n’umutima nk’uyu. Umubyeyi Tereza w’ i Karikuta (Calcutta) yagize ati: « umuntu wese aramutse asukuye iwe, isi yarushaho kuba nziza. » Rero ntimukwiye guhatana mushaka gushimisha abandi no kubarehereza gukorana na mwe gusa. Mukore neza kandi mukundane ndetse mugire ubufatanye hagati yanyu maze murebe uko abantu bazajya bagenda babigiraho, kandi namwe bazabishimira babagirire urukundo kugeza ubwo bikwiriye isi yose. Kuva ubungubu, buri wese muri twe yakwibaza : « Ndi gukora iki muri ibi?, Ese naba ndi gukora mparanira kuzana umwuka mwiza mu kazi ? cyangwa ahubwo burigihe mba nkora nkora nicukurira imva kubera imyitwarire yanjye?» TSM Umwanditsi, Umutoza akaba na Rwiyemezamirimo http://hcbusiness.com The SERVICEMAG March - May 2016
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HUMAN RESOURCE
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ENTREPRENEUR
THE MIND OF MASHIRIKA “WE ENDEAVOR TO
DELIVER BEYOND OUR CLIENT’S EXPECTATIONS…” BY GLORIA IRIBAGIZA
sionate about art. In 1999, she started the group while still at MakerereUniversity when her play titled, ‘Mkosi’ was selected to be presented at Kenyatta University. Married and a mother of two daughters, she says that her parents and siblings were key when it came to her education. “They all scratched earth to make sure I completed school,” she said. Azeda pursued her secondary school education at NamasagaliCollege, Kampala, one school that has produced an endless stream of artists in the East African region. This was in addition to her formal education at Makerere University that helped shape her profession. However, it was her debut play, ‘Amashyigayasehutsitwa’ that she wrote for her university dissertation, that led to the creation of Mashirikaand shaped it into what it is today.
S
everal people enjoy the joy, pleasure and fun that Rwanda’s entertainment sector has to offer. Yet, many do not stop to consider the professional hard work, sacrifice, talent and passion poured into the artistic
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streak that fuels the business minds of Rwanda’s top creatives. Hope Azeda of Mashirika is one such business minded creative who is pas-
“It earned trust and set the bar high; we have grown from rehearsing undertree shades, verandas, small retail shop spaces to now a house with two rehearsal studios and admin offices,” she said, “…and we have grown from performing to an audience of 250 people to creating mass works for stadiums of 30,000 people, plus, we have expanded from just inviting audiences to come to us but are taking transformative arts to empower communities with knowledge about different issues that affect them.”
Azeda says that every event in her life has always led to something bigger thanshe had ever anticipated. In 2014 she became a Fellow at the Africa Leadership Initiative (ALI), a fellowship program that prioritizes community related ventures. Among all the great lessons as a Fellow at ALI, Azeda confirms that it was the final course, ‘The recognition of our imperfections is the beginning of wisdom’in her two-year fellowship journey that pushed her to significance.
to deliver beyond our client’s expectations. It is always rewarding indeed when clients come back to us with overwhelming positive feedback,” she explained.
“It made me focus more on legacy driven projects like the ‘Ubumuntu Arts Festival’ of which I am curator,” Azeda said.
“We hire artists that need polishing so you find yourself training them on how to do their job. It goes back to an industry that is still young and growing at the same time and whose art and skills have just been introduced in schools,” she says.
As a gifted writer, Azeda says she likes ‘playing with words.’ This points to the direction that she has taken to develop ideas into business ventures for Mashirika. This dawned on her when she combined her business skills with her role as an actress in one of the leading theatre companies in Uganda, ‘Impact international’ founded by Alex Mukulu. She says she derived her inspiration from being a part of a company that won awards and sold out shows at the national theatre. Mashirika is one highly dynamic creative group in Rwanda. It inspires change and thought in a way that captivates audiences to the scenes displayed. According to Azeda, this is attributed to a highly professional and dedicated team behind the scenes. Mashirika has gone on international tours and collaborations, and through an encounter with the Rwandan history, are developing a home grown methodology of devised theatre that will hopefully evolve into a published book. “Artistic excellence is one goal we all aim for. We believe that once we achieve creating a quality product then the product will sell.We endeavor
While the artists’ arena thus mentioned is one of brilliance and success, it comes with a fair share of challenges that re not specific to women entrepreneurs but cut across gender. These are mostly related to, ‘a limited pool of professional artists’ according to Azeda.
Rwanda’s cultural mindset towards art is another pain. This,Azeda explains, is in the sense that,“art is still seen in the lens of just a talent and entertainment and not a career or profession that calls for the sleepless nights of hard-work in school.”
Hope Azeda
It is one profession that is highly trespassed by everybody unlike other professions
“It is one profession that is highly trespassed by everybody unlike other professions,” Azeda reveals. Prioritizing Arts in education is key “We need a cultural policy on the ground and a creative arts council that creates structures with the aims and goals for the Arts,” Azeda stated. On why creatives are a vital component of any society, specifically in Rwanda, Azeda asserts that “Creatives are vital in Rwanda because, we as a society need to join the global trend of creative industries. This is one much needed heartbeat in boosting Rwanda’s economy.”
The value of the Arts in Rwanda is one that requires clear direction as it plays an important role as a pillar, in strengthening in the Rwandan economy and identity. “We need to value arts, it all starts with us (artists) we need to give value to our works, inject professionalism and dignity into what we do, so that we earn respect and the much needed value we deserve from home. TSM If we treat our works like trash, then our works will be treated like trash,” Hope Azeda concludes. glo.irie@gmail.com
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ENTREPRENEUR
The handbag an accessory or a necessity BY EFUA HAGAN
T
he extent to which this question can be debated will most likely vary from individual to individual. However when a lady is seeking to purchase a handbag, ideally she is looking for an attractive accessory that will contain her necessities. A handbag is an accessory that most women find indispensable. Handbags come in a range of sizes and styles to serve different functions and fulfill different needs. Before purchasing a handbag, one of the first things to consider is its function; what purpose will the bag serve? The answer to this question will determine the size, and design of the bag.
?
For example, a bag for an evening function may characterize as a small clutch bag, with or without straps and containing not more than two inner compartments.
- Does it match well with your wardrobe?
However, if you are searching for an everyday handbag to carry to work, evening classes, and/or to run errands you may prefer a large bag with several compartments.
Some bags exude status and are usually associated with designer brands, these bags are made from high end quality materials.
Other factors to consider before purchasing a handbag are: - Is it comfortable and user friendly? - Are there enough compartments for the things you wish to carry in it? - Is the pocket accessible?
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FASHION
FASHION
- Is it durable? - Does it reflect your personality?
However there are a vast range of affordable and attractive handbag options too, some of which are made of leather, textiles, PVC, natural fibers woven together, and plastic. One can have fun with a handbag of their choice by matching it with shoes, a scarf or any other form of clothing or accessory. TSM
Before purchasing a handbag, one of the first things to consider is its function
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1
SHOULDER LEATHER HANDBAG Cost: 42,000 RWF Model: Lilian Umutoni By: Dokmai Rwanda LTD
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SHOPPING BAG COST: 30,000 RWF By: the collection
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2
IPAD AIR BAG MADE FROM LEATHER AND WOODIN COST: 30,000 RWF By: Dokmai Rwanda LTD
TAN LEATHER KIGALI HILL CABAS WITH ORGANIZER INSIDE Cost: 55,000 RWF By: Dokmai Rwanda LTD
5
LEATHER MINI WALLETS COST: 15,000 RWF By: Dokmai Rwanda LTD
6
KING WALLET, ZIGZAG WALLET (IN THE MIDDLE) COST: 20,000 RWF, 25000 RWF By: Dokmai Rwanda LTD
Dokmai Rwanda LTD
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LEATHER ZIGZAG EVENING CLUTCH COST: 27,500 RWF By: Dokmai Rwanda LTD
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FASHION
Gacuriru, KG406 st #42 Tel: +250 783 451 278 E-mail: postmaster@dokmairwanda.com Web: www.docmairwanda.com
The Collection
City Blue Urban Hotel, Kiyovu Tel: +250 738 312 206
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PICTORIAL
In January 1st 2016, the 8th Edition of the East African Party took place at the Amahoro Stadium in Kigali with a special Guest Konshens from Jamaica. The East African Party sponsored by Primus intends in promoting and boosting the Rwandan music industry.
Lancement iCompassion-Ubuntu à Kigali Soirée de lancement en compagnie de nombreux invités qui ont arboré avec fierté les bracelets iCompassion-Ubuntu dont les revenus de venteaideront à mener les programmes de soutien aux femmes et jeunes filles, victimes de violences sexuelles.
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CUSTOMER SERVICE
Thank you dear Contributors, Readers and Partners for your support. Join us in celebrating six years of commited service to improve customer care.
SERVICE MAG SERVICE MAG THE
Launch Edition March - May 2010
THE SERVICE MAG ALL YOU NEED TO KNOW TO IMPROVE YOUR SERVICES
ALL YOU NEED TO KNOW TO IMPROVE YOUR SERVICES
RWANDA IN THE SPOTLIGHT POOR CUSTOMER SERVICE & ITS IMPACT ON RWANDA’S ECONOMY
FOR YOUR EYES, MANAGER THE TOP 10 THINGS THAT MAKE A GOOD MANAGER
PROFILE MEET SERENA’S MUGO
GOOD ATTITUDE, STRICT SUPERVISION AND GOOD TRAINING WILL IMPROVE CUSTOMER SERVICE IN RWANDA
HAVE YOUR SAY
WHAT I’M LOOKING FOR IN A RESTAURANT MY EXPERIENCE AT THE CROIX DU SUD HOSPITAL
MARY BAINE
ALL YOU NEED TO KNOW TO IMPROVE YOUR SERVICES
COMMISSIONER GENERAL, RWANDA REVENUE AUTHORITY
on Good Customer Service in Rwanda “It may not take a day or even a year but we will get there!”
TIPS FOR THE MANAGER:
How to ensure your business delivers exceptional service
L’ENVERS DU SERVICE
GOOD CUSTOMER CARE
Le quotidien d’un employé
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Budansanzwe mu guha umukiriya servisi nziza
MALAYSIAN EXPERIENCE OF EXCELLENT CUSTOMER SERVICE
UBURYO 10
WAITER’S RACE 2010: QUAND LA QUALITÉ RIME AVEC RAPIDITÉ
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Our readers tell where they have been and how theywere treated FREE COPY
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OUTSTANDING CUSTOMER SERVICE
Issue 2: June - August 2010
Issue 3: Sept-Nov 2010
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Iron Sharpens Iron
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public sector
Impamvu Zitera Kwakira Nabi Abakiriya
LE CLIENT PREND QUEL RISQUE AVEC VOUS? IMPAMVU 5 ZAKUBUZA KUBA IKIRENGA
Kwita ku marangamutima yawe igihe utanga serivisi nziza
En avant pour nos droits de consommateurs Motivate Your Team
ALL YOU NEED TO KNOW TO IMPROVE YOUR SERVICES
FOCUS STORY: DHL STRENGTHENS RWANDA FOOTPRINT BY OPENING RWANDA SUBSIDIARY
Customer Service Standards in the
An interview with the PS, Ministry of East African Community in Rwanda, Mr. Robert Ssali
ISSUE 23: SEP - NOV 2015
Accueil Enthousiaste Service Clientèle
NEW!
Is All That Matters
Celebrating 14 years of operations
— Khaled Mikkawi
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sw O er u s r to L le a ga w l is y su er es
SCAN TO VISIT OUR WEBSITE
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ICT Column
FOCUS: Rwanda, UN Root for Universal Access to Reproductive Health Services
AIRTEL SOARING TO GREATER HEIGHTS
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