Page 1

Issue 6: July — September 2011

The Future of TV in Rwanda L’enquête de Satisfaction, un Mal Nécessaire Akamaro k’itangabutumwa ridakoresha amagambo

NOUVE Carnet de VoAyUa A la découverte


de Libreville

Bernice Kimacia

Country Senior Partner, PwC Rwanda

Rwanda’s CEOs are more confident than others in other African markets



Tried, tested and found to be true through the years.

Contents 10

FEATURES 10 Developing a Reading Culture in Rwanda 12 Les droits et devoirs du travailleur dans l’entreprise 14 Akamaro k’Itangabutumwa Ridakoresha Amagambo 16 La qualité: Une chaîne d’Activités et de Responsabilités 18 Ikiganiro na Randolph Gray, Londoni 20 Flexibility and Creativity


FOCUS 32 Conservation in boosting Rwanda’s Tourism






22 How does a CEO in Rwanda measure up with others in Africa?

26 CEOs and leading organisations Set a good example 29 Etre une Femme dans le Business 30 Curiosity: A great characteristic of entrepreneurs 31 Gestion de M@ils 36 L’enquête de Satisfaction, un Mal Nécessaire

34 Jacqui M. Sebageni Selling Rwanda through tourism




50 Serenity spa 51 Gutwara abagenzi 52 My issues with Nakumatt 53 Excellent service at an embassy




HAVE YOUR SAY 40 7 Ways to improve your appearance 41 Job search made easy 44 Drive respectfully 45 Intambwe 10 Ziranga Serivisi Nziza Muri Resitora




46 A la découverte de Libreville

IN D THIS PHOTO: PwC 2011| Rwanda3 The SERVICEMAG March - May


Education is the Foundation for Progress


ofi Annan, the former Secretary General of the United Nations, once said, “Knowledge is power. Information is liberating. Education is the premise of progress, in every society, in every family.” When I first read this, my appreciation for this man grew. I found this very inspirational and wish we could all understand the power of education or accessing information.

Education is the starting point for development in any society and at all levels. It is a vital ingredient especially for the development of our dear continent Africa. When I decided to become a trainer twelve years ago, I knew right from the beginning that I would have the best job ever. I knew I could impact people’s minds, skills and lives. It is for this reason that doing The ServiceMag has become more than a challenge. Together with our team, contributors, sponsors and partners, we strongly believe that offering a free educational quarterly magazine in English, French and Kinyarwanda will go a long way in empowering the entire business community. Nelson Mandela also said “Education is the most powerful weapon which you can use to change the world.” If we want to improve our lives, our business, our communities, let’s offer education or trainings. Let’s keep upgrading ourselves no matter our level in the society. It is true that knowledge is and has power. Knowledge offers access to opportunity and advancement. In our world today, access to information is capital for the performance of organizations. We are therefore happy to feature our cover story on the findings of an interesting survey that was done by PriceWaterhouse Coopers with Rwandan CEO’s. There is so much to know, to learn especially through reading. Stephen Mugisha shares an in-depth analysis on the challenges of developing the reading culture in Rwanda. We can all recognise that reading is not part of our culture and we all need to improve that habit. There are so many important educational materials out there that if we knew only one percent of what we are supposed to know, we would reach a higher level of development. We have interesting articles for you in this issue. We are adding a new column called “Travel Reviews”. Courtesy of Rwandair, we are bringing you this travel review on Libreville with the objective of sharing with you service experiences from other parts of the world. Let’s all decide to read more to enhance the quality of our lives and the performance of our businesses. Let’s not wait for the information to come to us but rather let’s go for it. Jim Robin says that formal education will make you a living; self education will make you a fortune... so keep on educating yourself. Enjoy the reading and please share this magazine with others.

Publisher Sandra Idossou Design & Layout Edward Matovu French Editor Diana Ramarohetra Marketing Assistant Jesse Maxella Kiyingi +250 783 216611/+250 788 781562 English Editors Esther Milenge, David Kezio Musoke, Aryantungyisa Otiti Kinyarwanda Editor Gaspard Habarurema

Fina SME Lending Tuzaguteza imbere m’ubucuruzi ukora ubwo aribwo bwose

ServiceMag Online Webmaster Willy Liambi Photographers Malik Shaffy, Gael Vande Weghe Cartoonist Ngabe Rutagarama Contributors Siméon Toundé Dossou, Marie-Louise Beerling, Chris Crossland, Abena Amoako-Tuffour, Allon Raiz, Hermine da Silva, Isaac Adjei, Eva Gara, Jean-Claude Nkulikiyimfura, Akaliza Gara, Eddie Heh, Akineza Alyce, Rose Karugu, Mikhaila Cupido, Esther Milenge, Kirenga, Sandra Idossou, Katia Manirakiza, Diana Ramarohetra, Stephen Mugisha, David Kezio Musoke, Anita Haguma. The following organisations supported us in producing this issue: Diamond PWC, RDB, BCR, RwandAir, Tele10 Platinium KLM-Kenya Airways Gold Fina Bank, Shokola, MTN, Ujenge, Thousand Hills Expedition, Serena Hotel Bronze Modern Lithographic Nairobi, Datapro Silver CGC and Associates, I-Africa, Akagera Paint

*The opinions, articles and photos in The ServiceMag and The ServiceMag Online do not necessarily reflect those of the editor, publishers or their agents.

4 | The SERVICEMAG July - September 2011


The SERVICEMAG July - September 2011| 5



Ese mwakunze inyandiko tubagezaho? Turabasaba ngo muduhe ibitekerezo. Kuri:

Email us at Twabasabaga kongera kopi z’iki kinyamakuru

Sinabona uko mbashimira ku kazi gakomeye mukomeje gukora mugira inama abaturarwanda mu kinyamakuru cyanyu! Igishimishije cyangwa ikibabaje ni uko ikinyamakuru cyanyu cyarakunzwe cyane ku buryo bitoroshye kukibona hano mu mujyi. Hari incuti zanjye sinsaba ko nzishyura kugira ngo bantize kopi nisomere. Twabasabaga kongera umubare wabyo bikaba byinshi. Joseph Mugisha

Mfite amatsiko!

Ntuye i Rwamagana nagize amahirwe mbona kopi y’iki kinyamakuru mu iduka ryanjye. Sinumva ukuntu iki kintu cyiza gutya gitangirwa ubuntu, mumbwire rwose uko mubigenza ? Jane Umahoro Muvandimwe Jane, Iki kinyamakuru kigamije gutuma serivisi zitangwa mu Rwanda zirushaho kunozwa. Giterwa inkunga n’ibigo bitandukanye na byo byemera ko ibintu byahinduka muri urwo rwego. Ibyo bigo rero ni byo byishyura izo kopi na byo bikamamarizamo ibicuruzwa n’ibikorwa byabyo.

The best Design so far

I have been reading your magazine since its first issue. This is to congratulate you once again as this last issue of March-June is the best so far. The cover page design is simply great. It looks as professional as any international magazine. Keep it up and congratulations to your designing team. Aba Hagan

Feature the Immigration

I suggest you should feature an article on the Rwanda Immigration Directorate. These guys really need a tap on their back. Their services are simply remarkable, if not awe-inspiring and they need to be appreciated. Musa Kasonka

Copies of the magazine

Recently I had to buy a copy of your magazine in one of the shops in town even though I knew it was a free copy. This magazine has become so important for me and my team that I’ve been desperately hunting for copies. Please arrange for a specific outlet where one can always obtain a copy. Abdul Hassem Dear Abdul, The ServiceMag is still free and you can get copies by contacting us on or you can read it online on

6 | The SERVICEMAG July - September 2011

This is the magazine for the entire Corporate world

I came across The ServiceMag when I was in Kigali in April and I saw the main story that Berna Namata and David Kezio Musoke did with Dan Sackey of Ecobank - very interesting story there on the bank and their client service strategy. I would like to praise this excellent magazine that is entrenching the entire corporate world in Rwanda Angela Wanjeri - Nairobi

Publier des histoires aussi sur les Jeunes et SME’s

J’aime beaucoup votre magazine mais je trouve que vous ne mettez que les grandes sociétés. Faites aussi des articles sur les jeunes, des petites et moyennes entreprises qui sont dans les provinces Bea Gakuba

Fier du “Made in Rwanda”

J’étais récemment parti en voyage en Europe et j’avais emmené dans mon bagage à main un magazine, histoire de passer le temps lors de l’escale à Amsterdam. Dans la salle d’embarquement, un homme m’a demandé si c’était un tirage européen. Et c’est avec une grande fierté que je lui ai répondu qu’il s’agissait d’un magazine rwandais. En tout cas, merci pour le bon travail que vous faites. Mugabo Parfait

Your Service Nights were great opportunities to network

Why did you stop holding the Service Nights? In my opinion, these events had become the place to be, every quarter, for real profitable networking. For my part, these events help me catch up with the CEO, with whom I’ve been unable to get an appointment. I ardently implore you not to put them on hold. Organizing these events should be a tedious job, I imagine, given that admission is free of charge. Please endeavour to get some companies to partner with you in organising them. Florence Mbabazi

Turabasaba umuganda wo kutwandikira inkuru nyinshi zishoboka mu Kinyarwanda! Join us on

... INTRODUCING ANOTHER SHOKOLA EXPERIENCE After two incredible years of the Shokola experience, we proudly present to you our second branch in Kigali; Shokola Lite. Shokola Lite is an intricate fusion of African & Mediterranean flavors, textures, sights, sounds and aromas; a soulful café, bakery, salad bar, eclectic cuisine, art gallery and library - a complete realization of our passion for all things African – art, design, music, cuisine and crafts.

Follow us on Shokola Lite is located in Kacyiru, 1st floor, Prester House, right opposite Top Tower Hotel Contact us on: +250 784 685 990, Open: Mon – Sat: 12pm-10pm, Sun:1pm–9pm Follow us on Twitter join us on Facebook, Theand SERVICEMAG July - September 2011| 7



On Saturday, May 20th, the Akilah Institute for Women hosted members of the public and surrounding communities to an Open House. Akilah staff said they organized this event to promote awareness of the school as well as give interested students the opportunity to learn more about the two-year diploma program in Leadership and Hospitality Management that launched in January of this year. About 20 of the current Akilah students gathered on campus to welcome other young women and guide them to the Yellow classroom where a documentary was playing on a big screen. After a brief tour of the campus in Kibagabaga, the attendees gathered back in the Yellow classroom where Carol Rugege, the Director of Admissions & Recruitment, addressed the crowd. She emphasized that Akilah has created a unique environment that fosters learning and empowerment. “We are preparing the next generation of female leaders and entrepreneurs in the country,” said Rugege. Akilah has started accepting new applications for the 2012 school year. Since its opening in 2010, this college for women has held student government elections, created an internship program with local businesses, and launched the mentorship program which pairs the best performing students with successful Rwandan businesswomen.

ABANYAMAHOTERI BO MU RWANDA BAKOREYE URUGENDO SHURI I MOMBASA Mu kwezi gushize abanyamahoteli bo mu Rwanda bagera kuri 30 bayobowe na Perezida w’ishyirahamwe ry’amahoteri na resitora, Umuyobozi mukuru wa Serena Hotel zo mu Rwanda bwana Charles Muia and Mr Edgar Ogao, Perezida wa KenyaRwanda Business Association (ishyirahamwe ry’abacuruzi bo mu Rwanda na Kenya) bakoreye urugendoshuri rw’iminsi itatu i Mombasa. Mu gihe barimo basangira mbere yo gutangira urugendo, Bwana Eric Musanganya yavuze ko uru rugendo rwa mbere rugamije guteza imbere umuco wo kwakira no guha serivisi nziza abakiriya. Urwo rugendo yavuze ko ruzabafasha kungurana ibitekerezo no kwigira kuri bagenzi babo bo muri Kenya. Umwe mu banyamahoteri waturutse mu Karere ka Rubavu yatangaje ko urwo rugendo rukomeye cyane kuko ruzabafasha kwigira kuri bagenzi babo bo muryango w’ibihugu by’iburasirazuba kugira ngo banahuze imikorere. Mu ijambo rye Madamu Rose Makena Muchiriri, ambasaderi wa Kenya mu Rwanda akaba yari n’umushyitsi mukuru yabasabye kubyaza umusaruro urwo rugendo bagiyemo, yagize ati: “ Mugerageze murebe impamvu ba mukerarugendo bakunda gusura Mombasa ndetse n’ahandi incuro zirenze imwe.”

8 | The SERVICEMAG July - September 2011


Du 11 au 12 Mai 2011, la Soras a offert une formation « Relation Clientèle » à dix de ses cadres. Consciente que la concurrence devient de plus en plus rude et que le client est le centre même de leurs activités, l’objectif de cette formation était de mieux équiper les managers de la Soras, des techniques nécessaires pour rendre un service professionnel et dynamique au client. L’innovation, ici, était de commencer cette série de formation par les cadres car, comme le dit l’Administrateur Directeur Général, Mr Marc Rugenera: «Le bon exemple en matière de customer care doit venir d’en haut». A l’issue de la formation, les participants ont exprimé toute leur satisfaction par rapport à la méthodologique pratique et ludique de cette formation. Cette formation a été dispensée par une équipe dirigée par Sandra Idossou du Cabinet SHEI & ENZ. Le Directeur Commercial de la société, Mr Benjamin Mbundi a aussi invité les participants à mettre en application tout ce qu’ils ont appris afin que le changement dans les comportements soit visible par les clients. Un bon exemple à suivre. Avis aux entreprises !

Rwanda’s Dominique Ntirushwa wins MTN Group Customer Service Award After a rigorous selection process involving all 21 MTN Group operations across Africa and The Middle East, Rwanda’s Dominique Ntirushwa won the conveted Y’ello Star Award for Customer Service Excellence. The Y’ello stars programme aims to appreciate the employees’ efforts by nominating the best employee in the four categories; Living the MTN Values, Knowledge Share, Star Performance and Customer Care. Speaking on return to Rwanda from Y’ello Stars event held in South Africa, CEO MTN Khaled Mikkawi described the award as a great moment of triumph for the company but more importantly for the Country. ‘…we recently won the RDB award for customer service as a company, Dominique has won as an individual reaffirming our commitment to instill a culture of exceptional service into our people…’ MTN Rwanda has over the years invested considerably in staff training and in the establishment of 10 customer service centres across Kigali and major up country towns from as near as Rwamagana to as far away as Cyangugu. Furthermore the company has a state of the art call centre operating 24 hours a day 7 days a week responding to every customer need that may arise. ‘…we handle over 37,000 calls per day into the call centre with issues ranging from basic advice on products and services MTN offers to urgent network issues…’ according to MTN Customer Services Senior manager Norman Munyampundu. MTN has over 2.7 million customers enjoying services like MTN Mobile Money, Cash Power top up services, MTN Zone Discounts and unrivalled data services for individuals and institutions in the public and private sectors. The SERVICEMAG July - September 2011| 9


Developing a


READING CULTURE in Rwanda By Stephen Mugisha

ulture, in the anthropological sense, can be considered as “how a group of people do things,” i.e. how they greet one another and communicate; how they dress, eat, work and play. On the other hand, reading can be defined as the process of recognizing written or printed words and understanding their meaning. Therefore, a reading culture can be defined as how a group of people (parents, teachers and society at large) perceive the importance of reading and as such, work towards inculcating their society with the said reading culture. Accordingly, a reading culture can best be explained as a learned practice of seeking knowledge, information or entertainment through the written word. Why should the reading culture be our concern? To answer this one does not need an advanced dictionary or encyclopaedia. We should understand that functional literacy empowers people with the knowledge and skills required for tackling the causes and effects of poverty such as unemployment, environmental degradation, hunger and diseases among others. To emphasize the importance of developing the reading culture in Rwanda, let’s borrow a leaf from Francis Bacon (1561-1626), the English Philosopher who once asserted that ‘reading maketh a full man, speaking...a ready man, and Writing maketh him exact.’ This assertion has never been proved otherwise. Great readers have always made great writers. InJanuary 2011, as we interviewed

teachers in one of the schools in Kigali, we asked the candidates “briefly tell us the benefits of Rwanda joining the East African Community”. None of the candidates were able to convince the members of the panel; they were all beating about the bush. This would not have been much of a problem, had it not been for the fact that these were teachers who were going to teach Rwandan children. Common sense dictates that you cannot give what you don’t have. This scenario raised a lot of arguments among members of the panel, but we all came up with one conclusion our candidates had limited exposure and limited knowledge outside their respective areas of specialisation. The reason: Our Education system emphasizes reading to pass exams. We are made to read or cram only materials that are necessary to pass exams…we finally get graduates who know too many useless theories, but do not even know how to apply them because they don’t know what is happening in the world around them. Or they can’t relate theories learnt at school to real life experience. Who is responsible for developing the culture of reading? There are many answers to this question. If we are to develop and maintain a reading culture in our society; there must be strong collaboration and partnership amongst teachers, parents, private sector, government and members of civil society organizations. THE MINISTRY OF EDUCATION They need to emphasize the need to develop the culture of reading as early as

10 | The SERVICEMAG July - September 2011

possible. There should be, for example, a reading or library hour on the schools’ timetable. This includes visiting the library, with learners choosing what they want to read. For schools without libraries, this may be carried out in the students’ respective classrooms. The Ministry should also create a book week festival on its school calendar where activities like debates, reading , drama, cultural galas and other interschool events could be held. The Ministry of Education and other stakeholders should also encourage the formation of local associations of teachers, writers and librarians.This will not only improve the quality of education, but will create a generation of Rwandans who are free and creative thinkers. TEACHERS They play a pivotal role in helping children to develop and maintain a positive attitude towards learning and literacy. Motivated readers read more, use more complex cognitive strategies, and thus become better readers. To motivate children to read, classroom teachers should demonstrate a passion for reading and act as model readers for their students. Teachers should also know how children perceive their own ability as readers and support them in developing a positive self-image. They could do this by having them work with texts and by providing them with enough time to complete their reading tasks. This will make the learning process more meaningful, taking into account the age, interests, and needs of children. Furthermore, teachers should provide opportunities for children to choose their

The trouble with being born in the television age is that it has discouraged concentration of the mind and encouraged serial, kaleidoscopic exposure.” own reading material and develop a sense of control over the reading process. This will provide opportunities for discussion, teamwork, and other social interactions that make reading interesting and fun. Finally, teachers should integrate reading into other activities to show that it is essential. CIVIL SOCIETY ORGANIZATION There is need for both local and international NGOs to intervene in the Education sector to complement

government efforts towards enhancing the quality of Education. We need the creation of vibrant associations of writers, readers, librarians and booksellers, among others. THE PRIVATE SECTOR These profit oriented organizations should have a direct role in enhancing the quality of education in communities in which they operate. They should come up with sponsorship programs like interschool debates, building school and community libraries, as well as donating books to schools as part of their corporate social responsibility. THE CHALLENGES OF DEVELOPING A CULTURE OF READING Although there are various problems threatening the development and preservation of the reading culture especially in schools today, some challenges do stand out. They include the environment we live in, our mindset and general attitudes towards reading. For example, how often do parents and teachers take time to read to their children? If you don’t read to your children, they, in turn, will not read to their children because you can’t give what you don’t have.

The cycle goes on and on. ‘Tell me and I will forget, Show me, and I may not remember, involve me and I will understand!’ I love this Swahili saying, ‘mtoto wa nyoka ni nyoka’. The English say that readers beget readers and that a reading parent gets a reading child!’ As parents and teachers, how often do we act as role models to our children when it comes to building a culture of reading? Many people hardly read newspapers, preferring to receive information through the television and the radio which do not always provide all the information that we need. The trouble with being born in the television age is that it has discouraged concentration of the mind and encouraged serial, kaleidoscopic exposure. Rather than read a good book, children may prefer playing cards, computer games or indulge in some other hobby. As mentioned above, parents and teachers need to lead by example; our students need to see us as role models. We also tend to forget that there is a strong relationship between reading and good academic performance. All in all, to address the challenges of poor reading habits that are deeply rooted in us and have plagued our society, our children have to be trained at the earliest age to read well. The surest way to develop a reading culture is by making reading a habit. After all, we learn to read by reading. Doing so will ensure that the upcoming generation and those that follow will be prepared for any challenges ahead. Reading is essential because books are the key to the world - both the real and the fantasy worlds. Let us challenge the notion that if you want to hide anything from an African ‘put it in a book’. TSM The author is an educationist and founder of: Rwanda Book Development Initiative.

The SERVICEMAG July - September 2011| 11


le respect des règles en matière d’hygiène de santé et de sécurité au travail • le respect de la hiérarchie et de l’autorité • l’acceptation et la mise en œuvre du réflexe du compte rendu • la préservation du matériel de l’entreprise et de l’outil de travail • le respect du prochain et des collègues etc… Voilà autant de concepts et principes qui entrent sous le label du devoir du travailleur.

Les droits et devoirs

du travailleur dans l’entreprise Par Siméon Toundé DOSSOU

DU DROIT Le droit des travailleurs peut être compris comme tout ce qu’il est en mesure d’exiger en retour du travail fourni, en vertu du contrat et du code du travail: • Le salaire payé • La mise à disposition de l’outil de travail • Une bonne condition de travail • Le respect des clauses de la convention collective qui est négociée ou qui doit l’être • La protection sociale • Le paiement des primes et indemnités acceptées par les parties • La formation professionnelle et une mise à niveau régulière • Le respect du droit syndical • Le droit à la négociation collective • Le droit syndical • Le droit de grève et de protestation, etc. Ces droits ne sont pas figés. Ils peuvent évoluer. Il est évident que nous ne devons pas placer l’acquisition de ces droits au mépris de la survie de l’entreprise.


es faits montrent que sans entreprise il n’y a pas d’emploi. Et sans travailleurs, l’entrepreneur ou l’investisseur ne peut faire fructifier son argent. Les rapports qui doivent exister entre ces deux acteurs devraient être un rapport de partenariat. Les pays qui ont un fort taux de syndicalisation tels que la Suède avec 70% de taux de syndicalisation, sont les pays où les conflits sociaux sont rares, où le dialogue social fonctionne correctement et où le niveau de vie est assez élevé. Par contre, dans les pays où le taux de syndicalisation est assez faible, comme la France (10%) et la plupart des pays africains, nous assistons à des conflits sociaux récurrents qui, qu’on le veille ou pas, portent un coup à la productivité et par conséquent à la compétitivité de ces pays. D’où, le besoin de porter un regard analytique sur les droits et devoirs du travailleur, dans cet environnement de globalisation de l’économie, de compétitivité accrue et de recherche de la performance à tous les niveaux. Situons le débat à deux niveaux: au plan purement professionnel et syndical.

12 | The SERVICEMAG July - September 2011

PHOTO: Google Images

DU DEVOIR Le devoir selon le dictionnaire est considéré comme ce à quoi on est obligé par la loi, la morale. Sur le plan professionnel, pour nous travailleurs, ce concept se comprend au travers des lois qui régissent le monde du travail: • les clauses du contrat qui nous lie à l’entreprise, • les dispositions du code du travail, • celles du statut général de la fonction publique, • les conventions collectives et autres. Ces devoirs donc peuvent s’entendre par : • le motif de l’embauche • le travail qui nous est dévolu • le respect des objectifs fixés en termes de quantité et de qualité • le respect de l’heure de travail • le respect du règlement intérieur de l’entreprise

DU DROIT ET DEVOIR AU PLAN SYNDICAL Au plan syndical, la constitution, le code du travail et le statut général de la fonction publique reconnaissent, pour la plupart des pays, le droit syndical. Il en va de même de la convention 87 de l’Organisation International du Travail (OIT) qui porte sur la liberté syndicale et la protection du droit syndical et la 98 qui porte sur les négociations collectives. L’appartenance à un mouvement syndical appelle aussi des droits et des devoirs. Il s’agit, ici, en matière de droit: • de la défense de nos intérêts en tant que travailleurs • du respect des échéances fixées • de compte rendu régulier • du respect des textes Par contre, nos devoirs portent sur tout ce que nous pouvons faire pour que l’organisation fonctionne normalement et agisse valablement au nom des travailleurs: • le paiement régulier des cotisations • la participation aux actions de mobilisation, de formation et de sensibilisation

le respect des consignes données par les leaders du mouvement le respect des textes de l’organisation le respect de la hiérarchie etc…

• •

En conclusion, il est important que la capacité des travailleurs soit renforcée pour ce qui concerne leur droit et devoir. Un travailleur bien formé tant professionel que syndical, sera plus enclin à respecter les règles régissant la structure, la hiérarchie et surtout à ne pas prendre des décisions qui porteraient un coup fatal à la vie de l’entreprise. TSM Expert syndical

GCG and Associates Rwanda 3rd Floor, Blue House –Gisementi (Opposite Coge bangue-Gisementi) Telephones: Edward: 0784379491 or Immaculate: 0783794969 Email:, Website:

Improve Your Job Output GCG and Associates Rwanda is among the leading audit and management consulting firms in the country. The firm is proud to announce the following training program: The training venue shall be Top Tower Hotel at Kacyiru. The Fee is USD 200 per participant per day



June 30th, 2011 July 28th and 29th, 2011

Managing costs while maintaining quality Understanding your taxes: Corporate tax (CIT) and Pay as You Earn (PAYE)

August 31st , 2011

How to improve the quality of services in a hotel

September 30th, 2011

How to implement Corporate Governance in your organization The application of International Financial Reporting Standards (IFRS): IFRS 1: First time adoption, IFRS 4: Insurance contracts, IFRS 9: Financial Instruments and IFRS 7: Financial Instrument; Disclosures

October 27th and 28th, 2011 November 30th, 2011 th


December 8 and 9 , 2011

How to develop and use meaningful budgets for your organization Collecting and documenting audit evidence, Identifying and dealing with frauds, testing an internal control system of an organization and presenting system weaknesses in a report

For each of the trainings; we shall have a local and an international expert with very rich track record of experience in the respective fields. For bookings and Inquiries, please contact us on the address above.

Quote “Watch your thoughts, for they become words, Choose your words, for they become actions. Understand your actions, for they become habits. Study your habits, for they will become your character. Develop your character, for it becomes your destiny.” ~ Oliver Wendell Holmes~ Famous American Poet

The SERVICEMAG July - September 2011| 13


amagambo. Akenshi ugomba kumva kandi ukareba. Ugomba rero kureba mu maso uwo muvugana. Iyo utabikoze utyo bisobanura ko udashishikajwe n’ibyo ubwirwa cyangwa hari icyo ushaka guhisha. Ariko ibi ntibisobanura ko ugomba gukanurira abantu muganira.


muntu ufite ubuhanga mu itangabutumwa biramufasha haba mu buzima bwe bwite ndetse no mu kazi akora. Nubwo ubuhanga mu itangabutumwa ryanditse cyangwa rivuga ari ingenzi mu mirimo yacu ya buri munsi, abahanga bemeza ko akenshi iyo dutanga ubutumwa tudakoresha amagambo gusa. Abenshi muri twe bazi ko itangabutumwa ridakoresha amagambo rikorwa umuntu aha mugenzi we ubutumwa na we akabwakira nta we uvuze. Ubwo buryo ni ingirakamaro kuko bugaragarira mu mwanya duha ibyo dukora, uko twerekana ibyo dushaka kuvuga, uko dukoresha ibimenyetso bitwegereye, uko dusokoza, uko duhagarara cyangwa twicara, ndetse n’ibyo indoro yacu igaragaza. Nagiraga ngo mbagezeho inkuru y’uko nagiye mu iduka ricuruza amavuta yo kwisiga n’ibindi bintu nozaburanga mu mujyi, indoro umukobwa nahasanze yanyakirije yagaragazaga ko ari nk’aho nje kumurogoya we na bagenzi be. Yasetaga ibirenge bitavugwa. Uko yamvugishaga musabye kumpa icyo nashakaga kugura byanyeretse ko iryo duka atari ryo nariguhitamo. Kugira ngo twumvikanishe iyi nsanganyamatsiko reka tubagezeho inkuru ku biganiro mpaka byo kwiyamamariza umwanya wa Perezida hagati ya Richard Nixon na John F.Kennedy mu mwaka wa 1960 aho abantu

babikurikiraniraga kuri radiyo bemeje ko Nixon ari we uzegukana intsinzi naho abarebaga televiziyo bakemeza ko instinzi ari iya Kennedy. 55% Ibyo byagaragajwe n’uko Perezida Nixon yari afite akarimi keza, ariko ku mashusho wabonaga yazinze umunya mbese adatuje. Naho Perezida Kennedy yari umugabo w’igihagararo cyiza akaba yari azi gutanga ubutumwa akoresheje ibice byose by’umubiri. Kuva icyo gihe abashakashatsi bagaragaje ko ubutumwa bushobora gutambutswa mu nzira eshatu: 55% by’itangabutumwa bikoresha ibimenyetso by’ibice by’umubiri Itangabutumwa rikoresha ibice by’umubiri rigaragarira na none mu buryo dutanga umukono kugeza ndetse n’uko ijwi risohoka. Ese waba warabonye ingendo yawe? Ugenda ute? Urihuta cyangwa useta ibirenge iyo werekeje kuri ibyo biro cyangwa kuri iryo duka? Indoro hagati y’abantu na yo iri mu bwoko bw’itangabutumwa ridakoresha

14 | The SERVICEMAG July - September 2011

38% by’itangabutumwa rikoresha ijwi Injyana y’ijwi ryawe yumvikanisha uburemere bw’ubutumwa bwawe, ubwira ufite, niba udashishikajwe n’ibyo uvuga ndetse no kugaragaza umujinya. Ubushakashatsi bwakozwe butwereka ko ijanisha ry’imyumvire y’ubutumwa bushingiye ku magambo riri hasi cyane kurusha imyumvire y’ubutumwa ishingiye ku njyana y’ijwi. Birumvikana rero ko ijwi ari ingirakamaro mu gutanga ubutumwa. Ijwi rigaragaza kwigirira icyizere, kuba uhagaze ku byo uvuga no kuba bigushishikaje. Iyo uvuga kuri telefoni ijwi ryawe 38% rigomba kuba risobanutse rwose. 7% by’ubutumwa butangwa mu magambo 7% Abantu batandukanye bumva ku buryo butandukanye amagambo amwe. Akenshi abantu babiri ntibumva neza kimwe amagambo amwe. Tujye rero turasa ku ntego kandi dutange ibisobanuro byumvikana dukoresheje amagambo yoroheje igihe twakira abakiriya batugana. Abantu batanga serivisi bagomba guhora bazirikana ko gutanga ubutumwa ukoresheje ibice by’umubiri ari byo bituma ubutumwa bwinshi butambuka. Ugomba kumenya kandi ko hafi buri muntu akoresha nibura indimi ebyiri.... Urw’umubiri n’urw’amagambo. Umurava ugaragaza mu buryo ugenda, uvuga, useka, unyeganyega bishimangira ubutumwa utanga . Nyamuneka mujye mutanga ishusho nziza kuri mwe igihe mutanga ubutumwa budakoresha amagambo. TSM

The SERVICEMAG July - September 2011| 15

La qualité

Une chaîne d’Activités et de Responsabilités Par Marie-Louise BEERLING


ans le premier article de cette série sur le thème de la qualité, une définition du concept “qualité” a été donnée. Qu’il s’agisse d’un produit ou d’un service, le produit ou le service doit être bon, c’est-à-dire qu’il doit répondre aux spécifications de sa catégorie. La qualité est donc déterminée par la satisfaction des besoins du client, voire dépasser ses attentes. Avec l’exemple des trois pizzerias, nous avons voulu montrer que celle qui va au delà des exigences des clients, en offrant la garantie d’une livraison rapide, à défaut de quoi le client ne paye rien du tout, est vue comme offrant la meilleure qualité. Cela nous mène à la question : comment une entreprise peut-elle atteindre un certain niveau de qualité ? La réponse, bien sûr, dépend du type d’entreprise. Pour une entreprise comme une pizzeria ou un restaurant, le repas doit être bon, le café, la bière, le vin doivent être bons, et … le service à table doit être rapide, courtois, correct. Dans le cas d’une banque : les différents produits financiers offerts (compte d’épargne, compte courant, transfert, dépôt à terme, crédit …)

doivent être adaptés, et … le service au comptoir doit être compétent, efficace et personnalisé. Nous pourrions continuer à donner des exemples, mais il est clair que dans tous les cas, la qualité = un bon produit + un bon service.

Analyse du bon produit

Première condition : tous les ingrédients doivent être bons. Imaginez-vous ce qui se passe quand la farine, les tomates, le fromage, les olives, ne sont pas bien stockés? Un mauvais stockage ou trop prolongé pourrait causer de la moisissure. Il y a peu de chance qu’une pizza faite avec ces ingrédients-là soit encore bonne, même si à l’origine les ingrédients fussent de première qualité ! Et qui ne connaît pas l’importance d’un bon stockage du bois de chauffe ? Deuxième condition: des ingrédients disponibles Très important mais souvent négligé : les ingrédients doivent être disponibles. Rien de plus embêtant que de commander une pizza Napoletana et d’être informé que malheureusement les anchois sont terminés. Les anchois, c’est l’un des ingrédients essentiels d’une pizza Napoletana, et une pizzeria digne de ce

16 | The SERVICEMAG July - September 2011

La leçon à apprendre est celle-ci : une entreprise ne peut livrer un bon produit que si les matières premières sont de bonne qualité, bien gérées et bien traitées. C’est la même chose partout: un salon de coiffure où le personnel ne sait pas couper les cheveux, une entreprise de construction qui utilise du ciment de qualité inférieure, ne pourront jamais réussir un bon produit. Pour pouvoir livrer un produit de qualité à sa clientèle, une entreprise dépend donc de ses fournisseurs et de son organisation interne. Dans le vocabulaire des experts de la qualité, on parle de “filières” ou de “chaînes”. Dans ce contexte il est opportun de se rappeler de l’ancienne maxime “Une chaîne est aussi forte que son maillon le plus faible”. C’est à dire : si dans une série d’activités il y a un seul élément qui ne marche pas bien, cela gâche le tout.


Issue 6: July — Septe

The Future of TV in Rwanda L’enquête de Satisfaction, un Mal Nécessaire Akamaro k’itangabutumwa ridakoresha amagambo NOUVEAU Carnet de Voyage A la découverte de Libreville

nom doit en avoir en stock. Toujours. Troisième condition: équipements et savoir-faire Notre liste ne serait pas complète sans citer l’élément technique, c’est à dire l’ensemble des outils, des équipements de la cuisine et du savoir-faire du cuisinier. Rien de plus simple qu’une pizza : ce n’est qu’une couche de pâte couverte de tomates, fromage, herbes, et quelques petites choses supplémentaires. Mais croyez-moi, ce n’est pas le premier venu qui peut réussir une bonne pizza ! Il faut une véritable expérience, et bien sûr, un four à bois bien construit et bien chauffé ! Quatrième condition: responsabilisation à tous les niveaux Je me rends compte qu’en parlant tout le temps des pizzerias, je risque de vous tromper de chemin. Mais la pizzeria ne sert que d’exemple pour expliquer les principes de la qualité. Ce qui est vrai pour une pizzeria, l’est aussi pour une usine de meubles, pour une banque, pour un salon de coiffure, pour une entreprise de construction et pour beaucoup d’autres.

Pour réaliser un bon produit, un produit de qualité, une entreprise doit exiger des produits de qualité de ses fournisseurs, mais aussi de ses employés. Autrement dit : tous ceux qui travaillent pour ou au sein d’une entreprise doivent se rendre compte de leur rôle dans la chaîne de qualité. Plus précisément : au sein d’une entreprise, tous et toutes sont responsables de la qualité, et chacun a le droit, voire le devoir, d’exiger de la qualité de celui et de celle qui le précède dans la chaîne. Bien sûr la “chaîne de qualité” est une métaphore, mais l’image de la chaîne nous permet de bien comprendre comment la qualité est réalisée, et elle nous aide à mieux analyser les causes et effets quand quelque chose ne marche pas. Nous aprofondirons cet aspect dans le prochain article. TSM En collaboration avec Capricorn Projekt BV, spécialistes en systèmes de gestion de qualité.

macia BerniciorePartKi ner, PwC Rwanda Country Sen

e Rwanda’s CEOs are mor in confident than others other African markets






eMail: or Call +250 783 216611/+250 788 781562 KNOWLEDGE IS POWER The SERVICEMAG July - September 2011| 17



Ikiganiro na Randolph Gray, Londoni ku mikorere myiza ya salo

PHOTOS: from Randolph Gray

Byanditswe na Chris Crossland


andolph Gray ni umwarimu ku rwego mpuzamahanga wigisha ibijyanye no gutunganya imisatsi kuri Colomer Professional International. Ubwo aherutse muri Afurika nagerageje kuganira na we mu izina rya The ServiceMag mu Rwanda, mubaza akamaro ko kugira salo ikora neza. Ni inararibonye kuko yakoze muri za salo zikomeye z’i Londoni akaba yaramaze imyaka myinshi atunganya imisatsi mu mamurikagurisha akomeye ku isi-yemeza atazuyaza ko waba umuyobozi wa salo ikomeye cyangwa ushinzwe ikigo cyambika abantu bakaberwa- serivisi nziza ni yo izatuma utera imbere. Nabajije Randolph aho serivise nziza itangirira, igisubizo yampaye cyereka buri muntu wese ufite salo icyo yakora kugira ngo itere imbere ndetse kikanerekana uko wahora uha serivisi nziza umukiriya. Randolph yambwiye ibanga ryo kugira ngo salo yawe itere imbere ari “uguhora uzamura serivisi uha abakiriya ikarenga iyo bari bategereje.” Uhereye kuri za salo z’ibitangaza zigezweho ukagera

kuri twa salo duto two hirya y’umujyi. Iyo abakiriya baje gushaka serivisi kuri salo yawe bagomba kumva ko hari icyahindutse mu buzima bwabo mu gihe cy’amasaha bahamara, ntibakiri abagore cyangwa abamama cyangwa se abacuruzikazi- ahubwo ibyo byiciro uko ari bitatu biba byifuza kumva ari abantu bakomeye nibura mu gihe cy’utwo dusaha mumarana bitaweho bidasanzwe. Bagomba gutaha hari icyo bungutse, bigiriye icyizere, ari abagore beza baryoheye ijisho. Iyo wowe n’abakozi mukoze gutyo salo yanyu itera imbere kurusha izindi mwegeranye. Ibyo muzabigeraho nimukorera hamwe nk’itsinda umuyobozi agatanga amabwiriza abakozi bakayubahiriza. Icyo witaho bwa mbere ni isuku ugirira salo yawe. Ujya hanze ukitegereza uko isa ukareba niba

18 | The SERVICEMAG July - September 2011

iteye amabengeza, ikurura abakiriya bakaza bishimye. Wicara aho abakiriya bicara ukitegereza ibyo bashobora kubona- ushobora kuba utabonye ko hasi hadasukuye hari ibibara kuko umara igihe kirekire uhagaze. Abashinzwe kwakira abakiriya bagomba kwakirana buri wese urugwiro rudasanzwe kandi bakamwakiriza inseko nziza kabone n’iyo yaba ari kuvugira kuri telefoni. Hanyuma bagomba kwereka umukiriya aho yicara, utunganya imisatsi akamenya ko hari undi mukiriya utegereje. Uwakira abakiriya agomba kumenya buri serivisi n’igihe imara kugira ngo buri mukozi utunganya imisatsi abantu batamubana benshi ariko na none ntiyicare akora ubusa, akamenya ko buri mukiriya yamutunganyirije imisatsi neza. Gukorera abakiriya bakerewe ni ukubyitondera kuko ingaruka byagira ku yandi masaha y’umunsi ntizaba ari nziza na gato. Ibyiza ni ukumuha indi gahunda igihe azaba yabonetse, ntugatume utunganya imisatsi akora akazi ke ahushura yiruka. Ntushobora gutunganya imisatsi wiruka kuko birushaho gutuma umukiriya na we adatekana muri we. Icyiza rero ni ukudakorera umukiriya wakerewe aho

Kubikora neza ntibyoroshye kuko bisaba umuhate, kubikora nabi biroroshye cyane ariko byangiza byinshi mu gihe kirekire” guhemukira abandi bakiriya benshi bazindutse kuko ushobora kubatakaza ntibagaruke. Iyo salo yawe ifite ibibazo ni bwo ugomba kugaragaza ko ufite ubuhanga mu gutanga serivisi. Ikibazo gishobora kuba amaporoduwi yaguye ku myenda y’umukiriya cyangwa igisubizo uboneye ikibazo runaka kikaba atari icyo wateganyije. Wowe nk’umuyobozi n’abakozi bawe mugomba kuba mwiteguye guhangana n’ibibazo, ibyo bitangirira mu myifatire n’imyumvire yanyu. Kuba mwiyemeje gukemura

ikibazo cyavutse kabone n’iyo cyabatwara ibingana gute icy’ingenzi ni uko umukiriya ataha yishimye-ntimukamuhemukire. Ariko rero mugomba kugira ubutwari bwo kubwira abakiriya banyu ko icyo babasabye kidashoboka kandi buri gihe ugomba kuba wifitemo igisubizo, buri gihe hakaba hari umukozi mukuru uyoboye abandi uri hafi aho kugira ngo akemure ibibazo byavutse. Ni byiza kugira ubwoko butandukanye bw’amaporoduwi muri salo yawe. Buri mukozi agomba gusobanukirwa neza amaporoduwi mufite kandi akaba azi

uburyo akoreshwa. Ibi bikorwa binyujijwe mu mahugurwa ahabwa abakozi. Aha nagira ngo nshimangire neza ko gutanga serivisi y’indashyikirwa ari ubuhanga bugomba kwigishwa buri mukozi wese wo muri salo. “Kubikora neza ntibyoroshye kuko bisaba umuhate, kubikora nabi biroroshye cyane ariko byangiza byinshi mu gihe kirekire” Iyo ufite salo ugomba guha buri mukozi ubuhanga n’ubumenyi mu gutanga serivisi y’indashyikirwa kandi abakozi bose ukabumvisha ko bidahagije gutunganya imisatsi n’ubuhanga buhambaye gusa. Muri make ni uko bitangira ufata abantu neza bakabona bitaweho bidasanzwe mu gihe cy’utwo dusaha duke mumarana. Randolph yarangije agira ati: “Abakiriya bagomba kwitabwaho”. TSM

Please pay us a visit at Union Trade Center Number 2.8 For reservations call: 078 862 0505 or 078 851 9455 Mme. Claire Nkulikiyimfura

The SERVICEMAG July - September 2011| 19


Flexibility & Creativity

The ability to provide alternative solutions using creativity has been a success factor for leaders.”

By Abena Amoako-Tuffour


they also become more devoted to their work. They feel like they are shaping the environment around them, and as a result, feel more valuable. This makes them work harder. Consequently the company becomes more productive and gains a competitive edge.

They ask: Why change the way things have always been done? I say: Why be so strict when we could be having fun? They say: It’s never been done; will we have their respect? I say: Respect is earned when one dares to take a step. If no one was creative, what kind of world would this be? It would be a timid and boring one, with rigid routines.


ccording to a 2007 study conducted by IPSOS Public Affairs, a global survey-based research company, 5% of 564 American adults interviewed felt that their employers valued their creativity. 21% admitted that they would accept a lower paying job for the chance to be more creative. Some may raise their

eyebrows at these figures. One might find it strange that so high a percentage values creativity over money. Others may wonder what the survey results would be if it were conducted in Rwanda or another African country. Still others may think, ‘Americans have the luxury to think about creativity at work’. A good question to ask oneself is, when it comes to creativity, does it matter

20 | The SERVICEMAG July - September 2011

Creativity also impacts on customers and clients. One can tell when people feel bored or restricted at work, or energized and inspired. Furthermore, as much as people like consistency, they also like uniqueness and innovation. Maryanne, a 28-year-old program manager says “I think creativity improves services and quality of products. “People want new and vibrant stuff.” She also talks about Mpesa, a service provided by Safaricom that allows Kenyans to transfer money via cell phone. “It’s a convenient and creative service because you can pay your bills; you don’t have to stand in queues to get money and you can use it anywhere.” Another example: If you work in the food

industry and constantly make the same three dishes, let your customers suggest recipes and once a month, pick one to try. This may attract new customers as well as regular customers who may be bored of eating the same thing every day, but have no other options. There are many ways to be creative on the job and many good reasons to do so. Flexibility is another important ingredient. In the workplace, this may mean knowing when to bend the rules, as in the case of a certain cargo employee working for Rwandair who had to deal with an urgent request on a sunday evening while the banks were closed. The customer made an urgent request at the airport to have a CD sent to her from Entebbe and to pay for it in Kigali. At first, her request was met with a swift “no” from the lady at Customer Care. At the cargo office however, she was lucky to talk to an employee who took time to listen and find a solution. Because he could sense the urgency, he called his colleague in Entebbe and had the CD sent on the evening flight. The customer was so impressed that she wrote a letter to the national newspaper commending the man’s thoughtful actions. It is also good to be flexible in behaviour. Sometime ago, I was ordering ice cream at a mall and it was almost painful listening to the young man serving me

say: “Hi. Welcome to [store’s name] we have six exciting flavours”, and then recite the flavours in a rehearsed, yet flat voice. It was clear that the young man had been told to give this speech, but he wasn’t natural with his words. They were so robotic in his mouth that I wished he had simply said “Hello. What can I do for you?” Employers, employees, entrepreneurs: Yes, uphold your company’s desired image by having guidelines on what to say to customers. Be professional, but also understand the importance of adapting a general message to make it sound natural. Be personable and don’t sound like a robot reciting a speech. Creativity and flexibility in the workplace can motivate workers, reduce stress, improve relationships among employers, employees and clients. They can increase a company’s profitability and effectiveness. The ability to provide alternative solutions using creativity has been a success factor for leaders in all industries ranging from IT to fashion. Flexibility involves good ‘people skills’ and an understanding of the bigger picture. Creativity requires risk-taking. After all, it is unusual to begin an article with a poem, but it’s likely that this time you’ll remember the article and hopefully, its message. TSM

if you’re American or African? Fostering creativity in the workplace means encouraging the flow of innovative ideas, which in turn lead to the development of alternative solutions to problems. They can also enhance an already smoothly operating business. By encouraging the use of imagination, people not only produce good ideas,

The SERVICEMAG July - September 2011| 21




Most CEOs in Rwanda are not as concerned about the availability of key skills as compared to their peers elsewhere in Africa. Do you feel that they should increase their headcount?

How does a CEO in Rwanda measure up with others across Africa?

Whenever I engage with business executives, the management and development of talent is often cited as a key priority. As businesses innovate and pursue growth they need to access the right numbers and depth of skills to support their aspirations. We see businesses focusing on developing the talent they already have access to, and

improving productivity and efciency rather than defaulting to increasing headcount.

Should government and the private sector work together to address common development goals, or are they better at each doing specic things? Alignment is quite strong - government priorities directly speak to those sectors that are important to business such as infrastructure, and Government is facilitating the private sector’s ability to do what it needs to do.

PwC CEO Survey identies top agenda items on the minds of Rwanda’s business leaders

Acknowledging the value and potential of companies operating throughout Africa, PwC surveyed 201 CEOs in Sub-Saharan Africa in late 2010 including 15 CEOs in Rwanda to better understand the top agenda items for CEOs in Africa. As the Country Senior Partner for PwC Rwanda, Bernice Kimacia has worked with many companies and organisations operating in Rwanda. Below, she shared with ServiceMag readers some of the insights that are coming out of the survey. The nal results of the survey will be released in June in a PwC publication called The Africa Business Agenda.

According to the survey, Rwanda’s CEOs are more condent than others in other African markets. Why is that so? The Rwanda economy is relatively smaller than others in the region but is on a very different path—a strong growth path supported by a strong commitment by

government. As the economy grows, the climate is right for investment and the prospects of high returns are strong.

The survey also showed that Rwanda’s CEOs are less anxious about a variety of economic and business threats. Why do you think that is so? The global downturn tested Rwanda’s resilience. Some of the factors that affected other countries in the region aren’t as prevalent in Rwanda - the fact that international linkages are not as strong has insulated Rwanda from some of the risks facing other economies. Anxiety is more likely to be driven by internal factors, which are generally conducive to business growth.

What industry dynamics do you think are inuencing investment decisions among CEOs in Rwanda? I can think of several. On a positive note, we see business strategies evolving in response to changes in customer demand; improvements to the business environment from the Government’s reform agenda, and the country’s infrastructure development programme. However a possible disincentive is the burden of

22 | The SERVICEMAG July - September 2011

PHOTO: Gael Vande Weghe


year ago, PricewaterhouseCoopers (PwC) launched a new rm in Kigali, Rwanda. The PwC Rwanda rm is an important addition to PwC’s Africa-wide network that includes 31 rms across the continent.

Bernice Kimacia Country Senior Partner, PwC Rwanda

tax compliance, with businesses citing a higher Total Tax Contribution (the total taxes borne by business) than counterparts in the region.

How is customer demand changing in Rwanda? Are there regional forces at work? Rwanda is still a relatively small economy with per capita GDP lower than some of Rwanda’s bigger neighbours, but we expect this to change as the country reaps the return from investments in strengthening the economy, education, infrastructure, etc. We are also seeing a number of regional players responding to opportunities in the country, such as in the banking and airline sectors.

The SERVICEMAG March - May 2011| 1

The survey indicates that the top agenda items for CEOs in Rwanda are investment decisions, risk and capital structure. Their condence is higher than that of their peers elsewhere in Africa; they are less anxious about potential threats to growth and more optimistic about growth prospects beyond Africa. At the same time, Rwanda’s CEOs have focused less on strategy change over the last two years and their plans to increase headcount are distributed differently. CEOs also believe that the government and private sector share similar development priorities. PwC’s CEO Survey sought to investigate these and other questions about the CEO mindset in Rwanda. Below is some of the analysis coming out of the ndings:

Investing in Africa... and beyond Most CEOs in Rwanda are very condent of revenue growth, particularly over the next three years. Although they are very condent, CEOs in Rwanda have not focused as much on comprehensive strategy change over the last two years; just 27% report a fundamental strategy change, compared 2 | The SERVICEMAG March - May 2011

Rwanda businesses are focusing on developing the talent they already have and improving productivity and efficiency

Confidence in revenue prospects: 3 Years 100%




87% 64% 51%






Not very confident

Somewhat confident Very confident

to an average of 35% among Africa CEOs. When asked about which factors are inuencing strategy change, an

overwhelming 85% of Rwanda CEOs named industry dynamics. Even though CEOs in Rwanda acknowledge the inuence of industry dynamics, it is not leading fundamental strategy change. Another possibility is that CEOs do as much as they can to address the inuence of industry dynamics, short of a fundamental strategic shift—which may not be warranted or effective. PwC is currently investigating what industry dynamics are inuencing Rwanda CEOs through one-on-one follow-up interviews with CEOs, which will be included in The Africa Business Agenda publication by PwC. Condence and strategy will impact investment decisions on potential opportunities. Rwanda CEOs identify new product or service development as the most promising opportunity over the next 12 months. Among long-term consumer behavioural changes that they anticipate, 72% of Rwanda CEOs say that consumers will play a more active role in product and service development, and 69% say that customer demand is inuencing their company’s strategy.

Potential opportunities Rwanda CEOs say that the greatest portion of their revenues is derived from consumers, followed by businesses. This was the opposite of the trend seen across Africa, with CEOs identifying businesses as contributing more. As elsewhere in Africa, Rwanda CEOs predict that their consumers and businesses will increasingly The SERVICEMAG July - September 2011| 23


come from emerging markets, focusing on price and value. Looking ahead, a strategic focus on price-sensitive, emerging market consumers may help Rwanda CEOs shape their approach to addressing customer demand. CEOs in Rwanda are also looking at new markets and in particular, emerging markets in the region. Just 66% say that Rwanda offers high or medium potential for growth, while 82% identify Africa as a growth region.

Their restructuring activities indicate a shift away from cost reductions and towards a more evenly-balanced portfolio of activities. While 87% of Rwanda CEOs report having undertaken a cost reduction initiative over the last 12 months, just 33% say that they will do so over the next 12 months. Instead, many of them are focusing on completing a merger or acquisition and/or outsourcing a business function. Among regions where they are considering a merger or acquisition, 50% of Rwanda CEOs indicated Africa, more than any other region.

Risks and Rewards CEOs in Rwanda are less anxious about most potential threats to growth than their peers elsewhere in Africa. They are less concerned about economic and policy threats like economic uncertainty, exchange rate volatility, ination, market stability and regulation. They are similarly less anxious about global threats like political instability, health crises, terrorism and climate change. Rwanda CEOs are concerned about talent challenges such as the availability of skilled candidates, the exibility of technically-skilled employees and competitors recruiting their top people. Rwanda CEOs are less focused on integrated risk management than their counterparts in the region. Across-theboard, CEOs rank risk initiatives like

PHOTO: Gael Vande Weghe

These responses are lower than the averages among Africa CEOs generally; 85% identify the markets where they are based as having high or medium potential and 93% say that Africa has growth potential for their companies. PwC is looking at these issues more closely in interviews with individual CEOs.

allocating more senior management attention to risk management and formally incorporating risk scenarios into strategic planning much lower than CEOs in other markets in Africa. Just 15% say that they are designating more executive responsibility for risk management, compared to 44% of Africa CEOs generally. In follow-up conversations with CEOs, PwC is asking whether risk management is already more effective in Rwanda or if high condence is obscuring the kind of risk management practices that will ensure sustainable long-term growth.

The Talent Challenge Over the last 12 months, Rwanda CEOs have largely kept headcount the same or reported small increases or decreases of less than 5%. Looking ahead, 40% of Rwanda CEOs say that headcount will stay the same but a signicant number (27%) say that they will increase headcount by more than 8%. The top challenges facing Rwanda CEOs are a limited supply of candidates with the right skills and challenges in recruiting and integrating younger employees. Even so, Rwanda CEOs still rank these challenges as less worrisome than their peers in all other African markets.

24 | The SERVICEMAG July - September 2011

Rwanda is fast becoming a prime investment destination in Africa. Growth across different sectors of the economy is opening up business opportunities for investors. PwC Rwanda is committed to working with you to tap into these opportunities.

We’ve got Rwanda covered

Fewer CEOs in Rwanda are anxious about potential threats to growth Shared priorities CEOs believe that government should focus on reducing inequality and improving infrastructure, while companies can best contribute to national competitiveness by building a skilled workforce and protecting consumers’ interests. A total of 87% of Rwanda CEOs say that the government’s foremost priority should be to reduce poverty and inequality. The next most important priority for government should be improving Rwanda’s infrastructure. Interestingly, CEOs themselves identify creating and fostering a skilled workforce and protecting consumers’ interests as areas where they feel they can contribute the most to national competitiveness.

Have you been thinking about compliance? or nancial reporting? or your team’s knowledge of international accounting practices? Our Audit and Assurance services are designed to help you address these issues and others such as systems and process assurance, statutory and public sector audits. Keeping pace with the regulators, thinking about your future, asking the tough questions...Tax management goes beyond ling returns and meeting the due dates. Our Tax team will partner with you to align your tax practices with your strategic goals through corporate tax planning, transfer pricing, managing employees and international assignees among others. Your business is growing and you are looking to raise nance, streamline your processes and manage your people better. You might even be looking to acquire new companies or go into new markets. We will tailor our specialist Advisory services to meet your specic needs, be they public private partnerships, capital market transactions and group structuring reviews. For more information contact: Bernice Kimacia Country Senior Partner

The SERVICEMAG March - May 2011| 3

© 2011 PricewaterhouseCoopers Rwanda Limited. All rights reserved. In this document, “PwC” refers to PricewaterhouseCoopers Rwanda Limited which is a member rm of PricewaterhouseCoopers International Limited, each member rm of which is a separate legal entity.



CEO’s & Leading Organisations PHOTO: Getty Images

— Set a good example By Sandra Idossou


e must be the change we wish to see in the world” said Mahatma Gandhi. Yet we often see people being the opposite of what they want others to be. After sensitizing his employees on the importance of being welcoming and responsive to customers, a senior manager entered his office the next morning without uttering a simple word of greeting to his employees. Customer Service concerns everyone; from the CEO to the cleaner. It is all about the way we interact with people around us. We ran last time an online discussion on The ServiceMag forum entitled “What should be done if one of the biggest and most respected institutions has extremely poor customer service?” The variety of answers received on the forum was unimaginably thought-provoking. One of the responses was: “Write to them about the poor service and if nothing is done then expose them in the media.” Another reader wrote: “Do not put this in the media, please. It will bring you more problems than you can imagine”. The Private Sector Federation (PSF) is a government-driven institution, an umbrella organization and the voice of the private sector in Rwanda. They commissioned me to write a Customer Care Handbook but today, almost two years after the book was launched, they have not respected the binding contract and have not paid. All they say is “to understand their financial issues as their hands are tied”. One would say this is a usual case in business. The problem, however, arises when the organizations concerned here are those that are supposed to be

championing excellent customer service in Rwanda. Vincent highlighted this serious issue by saying “Even the bosses, MD’s and CEO’s have to be trained on customer service. Who says customer service training and sensitization only concerns those in the front office; receptionists, waiters, tellers, and the like? This campaign has to go beyond that. Key staff members, especially senior managers, need to play their role to make it happen.” When we talk about Customer service, many think it’s all about smiling or greeting. According to Wikipedia, “Customer Relationship Management (CRM) is a widelyimplemented strategy for managing a company’s interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes - mostly sales activities, but also marketing, customer service, and technical support.” This definition clearly shows that CRM goes beyond the interface department. It concerns, to a great extent, procedures, strategies, policies, technology, and translation of the company’s vision and mission into daily actions and attitudes. That is why it requires the involvement of senior managers who also need to be service oriented and who can understand the importance of honouring their commitments. If truth be told, improving service delivery is not about sending

26 | The SERVICEMAG July - September 2011

employees for training while senior managers practise none of the things their employees are taught to do. It is simply ineffective to tell employees what they should do, while the manager does the opposite of what he preaches. It is true that in Customer Service Management, there are times when we are unable to respect our commitments. But in such cases, it is paramount to find an alternative solution rather than keeping quiet and avoiding tackling the issue. If you are a manager, do remember that when you define strategies and policies for your organization, you should take time to try them out yourself. Put yourself in the shoes of your employees who have to implement these measures and procedures that can be sometime quite cumbersome. Avoid being a manager of theories. Go through the practical stages of the process as a customer or as an employee. Good leadership is more than simply getting people to follow you. It actually involves getting people to follow you in doing things properly. Therefore you should be an example as a manager. Be what you want to see from your team members. Be the model of your own expectations. Be professional in everything you do and this will trickle down to your employees. TSM

“Even the bosses, MD’s and CEO’s have to be trained on customer service.”

Marketing et Service Client: chacun son rôle Par Anita Haguma


lors que le Marketing a pour rôle d’influencer et de persuader une clientèle solvable, le service à la clientèle permet aux entreprises de fidéliser les clients en se distinguant les unes des autres avec pour but ultime de favoriser la publicité de bouche à oreille. Bien que les deux entités aient pour dénominateur commun : « la fidélisation du client », ils se retrouvent souvent dans une situation de rivalité. Et pour cause ? Le service à la clientèle est souvent considéré comme générateur de coûts avec un impact moins tangible alors que le service Marketing bénéficie d’une image plus valorisée au sein de l’entreprise. Le service à la clientèle a une stratégie à court terme avec pour premier objectif la conquête du client. De l’autre côté, le Marketing gère les faiblesses de l’entreprise en trouvant des solutions avec une vision à plus long terme pour fidéliser ces mêmes clients.

L’union fait toujours la force Pour arriver à une fidélisation durable des clients, les entreprises devront impérativement réaliser que le produit est tout aussi important que le service et par conséquent une gestion harmonieuse de ces deux services serait la clé du succès. Ainsi, l’idéal serait que les deux services soient attachés à une même direction avec une interaction fréquente. Gérés de cette façon, les deux services auraient alors un même objectif et auraient pour centre d’intérêt commun : leurs clients. Les gens chargés de la relation clientèle devraient être impliqués dans les activités Marketing telles la conception d’un nouveau produit ou service, l’élaboration d’un plan promotionnel ou la communication à la clientèle. Les personnes responsables du service à la clientèle seraient « l’œil du client » dans l’entreprise et pourraient facilement orienter les programmes Marketing. Les “marketeurs”, à leur tour, devraient consulter les personnes responsables du service à la clientèle pour collecter les informations et tirer profit d’une manière beaucoup plus productive de son principal actif, ses clients! TSM

The SERVICEMAG March - May 2011| 27


Etre une Femme dans le Business Par Diana RAMAROHETRA


l y a quelques années, la femme était jugée comme le sexe « faible ». Aujourd’hui, grâce aux combats de nombreuses féministes, on parle plus de parité et d’égalité des sexes. Une réalité qui n’est pas toujours appliquée, notamment dans les pays d’Afrique. Pour beaucoup, être une femme africaine équivaut à prendre en charge l’éducation des enfants et s’occuper de son foyer. Mais devant le contexte actuel, bon nombre d’entre elles ont décidé de passer le cap et de se lancer dans le monde des affaires, soutenues par les institutions bancaires. « Il y a plus de dix ans, une femme n’avait pas le droit d’ouvrir un compte bancaire sans l’autorisation de son mari » explique un responsable bancaire. Un fait aujourd’hui révolu.

Iwacu kwakira neza abatugana ni umuco Ubupfura bwawe burangwa n’imikorere yawe

Twese dushima umugenzo mwiza w’ubupfura ndetse tukubaha abatuboneye izuba: ababyeyi n’abakurambere bacu baranzwe n’umuco mwiza w’ubupfura. Dushima kandi imigenzo myiza n’indangagaciro z’ umuco nyarwanda byaduhesheje ishema ry’ubunyarwanda ubu tukaba duharanira gukomeza uwo murage. Harageze rero ngo imvugo ibe ingiro: ubupfura, ubutwari n’ubunyangamugayo biturange mu mikorere yacu, bityo biduheshe ishema mu murimo wacu. Ubupfura bugaragarira mu buryo twitwara, ibikorwa dukora, ndetse n’uburyo tubikora.

Meilleure gestionnaire Une femme dans le business, c’est aussi et surtout beaucoup plus de rentabilité. « La femme africaine est la meilleure gestionnaire du monde » clamait Aminatou, une businesswoman togolaise. Vêtue de son boubou écarlate, elle explique «Nous avons hérité de nos mères, l’art de gérer les finances du foyer. Ensuite, il faut l’appliquer à son entreprise. Nous investissons dans le durable et nous savons nous serrer la ceinture quand les temps sont durs. » En somme, une femme c’est plus de lucidité, mais aussi plus de créativité. Faisant appel à la légendaire sensibilité féminine, elles essayent sans cesse d’innover. « Je suis dans l’artisanat depuis des années. Et chaque fois, j’essaye de trouver un

The SERVICEMAG July - September 2011| 29

mélange de couleurs différent ou un style de sacs pour varier » explique cette dame. Le résultat, lui, est sans équivoque. Mais être une femme dans le business, ce n’est pas toujours facile. Face à elles, une horde de businessmen tirés à quatre épingles jaugeant son adversaire féminin de haut. «On attend toujours plus d’une femme. On n’a pas le droit à l’erreur. A mes débuts, je devais chaque fois batailler pour démontrer ma maîtrise des outils de management» explique Elia, une femme entrepreneur. «Actuellement, quand je présente mon business plan, on me prend au sérieux.» conclut-elle dans un grand sourire. Businesswoman et maman à la fois Il en est de même pour les femmes manager. Un brin de flexibilité et une poigne de fer, tels sont les ingrédients pour s’imposer. « Etre trop acariâtre peut porter préjudice. Il faut savoir être ferme tout en étant ouverte d’esprit » continue Aminatou. Et si la société africaine juge la réussite d’une femme à son foyer, ces dernières ne manquent pas de s’en occuper. Entre la maison à tenir, le BlackBerry qui n’arrête pas de sonner, elles jonglent leurs emplois du temps. Sans oublier les enfants qui, au fil des années, sont fiers de leurs mères. Qui a dit que femme de carrière et mère modèle ne pouvait pas s’allier? TSM

ent, Actuellem quand je on présente m e lan, on m p s s e n i s u b rieux.” é s u a d n pre



Gestion de M@ils Par Hermine da SILVA

a great characteristic of entrepreneurs By Allon Raiz


eople have often asked me the difference between a successful entrepreneur and an unsuccessful one. Indeed, I have spent many years developing processes to help answer this question. Academic literature abounds with definitions of the word ‘entrepreneur’, and psychological characteristics that will produce a higher probability of success. Yet to date, there is no definitive psychological typology of an entrepreneur.  Entrepreneurs come in all shapes and sizes: the extroverts and the introverts, those with high IQs and those with low IQs, and of course those with high EQs as well as those with low EQs. In some countries, a higher level of education is an indicator of success whilst in others, the opposite is true. The exceptions have always been too many; one cannot confidently announce that one single characteristic is the determinant of a successful entrepreneur. I would stick my neck out for the one characteristic that is present in every successful entrepreneur and that is curiosity. Curiosity must be the quintessential characteristic of the successful entrepreneur. Einstein put it so aptly when he said, “the important thing is not to stop questioning. Curiosity has its own reasons for existing.” And it is that questioning

that keeps us moving forward. Curiosity, I believe, drives entrepreneurs to seek the answer to two questions: “How far can this idea go?” and “Who am I?” How far can this idea go? Have you ever wondered why the likes of Branson keep expanding their business empires? Do you really think Raymond Ackerman will need the profits from the next Hypermarket that opens up in your area? So why do they do it? I believe that their curiosity dictates their behaviour. Imagine the excitement of opening up your business in 1970 and then decades later, attaining the target of 100 branded businesses. Do you think you would stop there, or you would want to find out if you could reach the target of 200 branded businesses? If in 2008, you reached 200 branded businesses with revenues exceeding $17billion, and employing 50,000 people, would you stop there or would you rather see how far you could go? Somewhere, mingled with the yearning to know how far your business idea will take you is the curiosity as to who you, the entrepreneur, really are. The tumultuous ride of the entrepreneurial journey will all too often bring you face-toface with your perceived boundaries and limits. Each encounter with these limits will force you to take an introspective

Curiosity must be the quintessential characteristic of the successful entrepreneur.

30 | The SERVICEMAG July - September 2011

look and decide to succumb or plough on. The curiosity of wanting to find out is what pushes you towards realising your abilities. Opportunities are unveiled when the curious mind asks “Why?” Howard Schultz is synonymous with the Starbucks story. What many people do not know is that Starbucks was founded, not by Schultz, but by Jerry Baldwin, Zev Siegel and Gordon Bowker. Schultz was the vice president of a company called Hammarplast that manufactured market kitchenware and home appliances. Shultz was looking over some sales data and wondered who this company in Seattle was that was ordering so much stock. His curiosity got the better of him and he got onto a plane and flew to Seattle to find out more. The rest is history. Today Starbucks has over 3,000 stores worldwide. Whether you are opening a coffee shop or an airline company, there is a vicious cycle in which the more questions one asks, the more answers one finds, and the more questions arise. It is a never-ending journey towards the discovery of more possibilities. TSM The writer is the founder and CEO of Raizcorp in SouthAfrica. He also sits on the board of South Africa’s National Empowerment Fund. He is the author of “Lose the Business Plan: What they don’t teach you about entrepreneurship”. For more, go to


’email ! Le must de la communication en entreprises. Aujourd’hui, on l’utilise comme outil principal de gestion, d’information et d’archivage. Il est partout, et de plus en plus accessible : BlackBerry, iPhone, ordinateur portable, etc. Oui mais, au départ pratique, on finit très vite par être inondé d’emails. Pour vous, manager, pas facile de jongler Certains l’ont déjà compris et ont pris le contrôle de l’outil pour éviter qu’il ne devienne une « pompe à temps » et crée, par la suite, ce qu’on appelle l’angoisse de l’information. Tout ce dont vous avez besoin pour réussir à gérer efficacement vos mails dans votre quotidien, c’est de faire face à une masse sans cesse croissante d’informations et de suivre quelques règles qui vous permettront de gagner quelques précieuses minutes. Commencez par vous poser quelques questions : combien de temps passez-vous chaque jour à consulter vos emails? Ce temps est-il vraiment bien investi? Souhaitez-vous mieux gérer le traitement de vos emails pour une meilleure gestion de votre temps? Si votre réponse est Oui à, au moins, une question voici quelques pratiques qui vont vous faire gagner des minutes chaque jour et des heures chaque mois. Que vous utilisiez déjà Outlook, Lotus, ou autre messagerie comme Gmail, Yahoo, Msn ceci n’a pas d’importance. Grouper et synchroniser: Si vous avez plusieurs adresses emails, regroupez-les sur un seul compte. Moins de comptes à ouvrir c’est moins de temps d’attente! Pensez aussi à synchronisez votre Outlook et votre Smartphone pour disposer de vos emails, agendas… où que vous soyez, et ainsi devenir plus réactif. Rester constant: Pour ne pas se disperser, il est préférable de ne consulter sa messagerie qu’à des moments déterminés de la journée. A vous de  déterminer votre rythme et de vous y tenir. Prioriser: Pour les urgences, privilégiez les SMS, la messagerie instantanée ou le téléphone. L’email est censé être plus condensé donc nécessite plus de temps et de concentration. Aide-mémoire: Envoyez-vous, à vous-même, des emails avec votre Smartphone pour ne rien oublier.

Traitement des emails: Il est important de hiérarchiser vos emails en créant des dossiers pour ranger les emails conservés. Exemple : dossiers à suivre, informations, projets X, etc. Vous devez considérer chaque email un par un et décider s’il vous est utile ou pas. Mais il y a aussi des règles de base pour classer les emails automatiquement. Vous découvrirez que cela est très utile. Répondre impérativement aux mails urgents, juste après les avoir lus. En ce qui concerne les emails de type informatif, leur traitement dépend directement de l’intérêt que vous portez à l’information. Il est également préférable de gérer, en priorité, les messages des clients, puis les e-mails internes qui vous sont destinés. Si vous avez le temps, consultez les copies. Faites des groupes pour vos listes de diffusion les plus courantes, ainsi vous ne perdrez plus de temps à les ajouter un par un… Ne vous abonnez pas à toutes les newsletters que vous rencontrez. Choisissez seulement celles qui peuvent vous être utiles. Désinscrivez-vous de ceux que vous ne lisez jamais. J’ai mis en pratique ce conseil personnellement, le plus dur est de s’y tenir, le gain de temps qui en découle vaut largement le temps perdu à le mettre en place. Quelle que soit la taille de votre société, les  techniques demeurent les mêmes. Et n’oubliez surtout pas : gérer les emails est une affaire de bon sens et de routine à s’imposer peu à peu. Mais, vous avez tout à y gagner. A vos messageries, prêts … bonne journée! TSM Consultante et formatrice en Relation client

The SERVICEMAG July - September 2011| 31

Rwanda sets

e a Whatt‘Kwita Izina’ means d ’ a n i z I a t i w K ‘ to Rwanda



Rwanda has set June 18, 2011 as the date of the annual gorilla naming ‘Kwita Izina’ The Kwita Izina theme this year was to ceremony, with the accrue the merits of conservation to thetheme, “Community development communities around our national parks. We seek better livelihoods for our people achieved for sustained conservation”.

How conservation is boosting Rwanda’s gorilla tourism


While Rwandans and all friends of the gorillas flocked Kinigi, in the Northern Province for the celebrations there are many notable achievements that are worth mentioning that bore fruit from effort to conservation. According to Rica Rwigamba the Head of Tourism and Conservation at Rwanda Development Board while the population of gorillas has grown by 26 percent since the last census in 2003, there is a steady growth of tourists with $200 million in revenues last year (2010) alone. Poachers have also been sensitized and a number of them have been converted into farmers. The safety and security of the park and its surrounding is also a

A few facts about Rwanda’s national parks

Kwita Izina literally means ‘naming’ or ‘christening’ in a Rwandan traditional ceremony held to al CyclingVolcanoes National Park e this will be an Internation levels sinc internationalwelcome ting eminent old volcanoes towering up almost in evalua Some a child both into his or her family and into al jor role ition ma a trad y an pla Rwand local community will the and r Tou wita Izina, is a centuries old ch whi 15,000 feet, and nearly covered with rich, the community. Neighbors, family and friends are born baby. The tradition the best rider. and proposing ceremony of naming a new an babies had green rainforest are referred to as the Virungas. gathered in a festive ceremony and the parents hum for out cut ally cific Byspe David Kezio inte Musoke was originally ging Situated in the far northwest of Rwanda, the ference Conname rnal exercise, been ion what bring outbythea child and reveal theybrin have vat ser ual ann Con an in rs, wed yea l follo era be It will for sev ists to a mentalists and conservation Volcanoes National Park protects the steep chosen for the child. iron y gorillas by the then Rwand ional env together reg of the unofficially transferred to bab ion vat ser con the in ns pla m. re tea futu field ir and s slopes of this magnificent mountain range the nce and share experie Tourism Board staff of the community living ent lvem invo the ugh thro y home of the rare mountain gorilla - and the rich “For the gorillas in Rwanda, we the Rwandans rsit biodive the entire as. responsible for their well developed later to involve are fully ted tec was a pro ide und mosaic of montane ecosystems, which embrace are the custodians the r, aro eve How lists and International Environmenta evergreen and bamboo forest, open grassland, being, their protection and the conservation of Rwandan community and d lize ing nam jects rea t official Kwita Izina gorilla launch new community pro will habitat. Then RDBtheir eventually in 2005, the firs ain er swamp and heath. So every year we invite neighbors unt oth Mo as l the wel of , “Ensure the Future Volcanoes National Park as surrounding nity mu ceremony under the theme e. Com am a r, Kag l and friends of this nation, conservationists and yea s Pau Thi nt s. side ject nched by Pre community pro ong Gorillas of Rwanda” was lau am be will An exhilarating trek through the cultivated animal enthusiasts to join new born in Kinigi buiinlt naming ng us Complex bei s project will Thithem nched. ly lau ual be foothills of the Virungas offers stirring views in gorillas and engage the communities around ann to s te ject bra pro cele the to is m an The event’s main aim tyle bytogiving theall nity lifes r the mu ove com n directions. Then, abruptly, the trail enters to ensure these national treasures continue e bor rov e imp wer t tha illas te era the birth of gor gen t tha es develop activitihabitat,” tonature-designated nity well as efforts ortu as the national park, immersing trekkers in the grow and thrive in their opp itat hab l ura nat ir the in year ent and also enue, creation of employm surrounding revsaid. mysterious intimacy of the rainforest, alive with the Rwigamba for from everyone, especially ge rism ima illa preservation. help build a sustainable tou calls of colourful birds and chattering of the rare nga communities involved in gor Viru the and k canoes National Par gorillas play a Volmountain the the to ted ibu attr es nam golden monkey, and littered with fresh spoor of In Rwanda, the gorillas are an integral The monitoring each massif in general. great part in the program of the mountains’ elusive populations of buffalo and part of the Virunga ecosystem therefore seven groups in their ch individual gorilla and gorilla whi , mo ara elephant. Through gaps in the forest canopy, the years ago an initiative was developed that would Igit ; A traditional celebration sting, peaks are glimpsed, easily accessible roa habitat. ize ma , ces dan l magnificent recognizeent publicly and appreciate not only ura cult nt ails differe ities munities, author l comoriented locafamily and among the highest in Africa, beckoning an their rarityinte butrac also theirwith unique tion key calendar the of one now is a Izin Kwita w. follo will sts tional gue ascent existenceand and inte theirrna contribution to the communities ; attracting events of Rwanda’s tourism s of ber num ng udi that surround them and the Rwandan Economy. incl , ple peo thousands of a day, will see guests ita IzinIzina’. ual Kw‘Kwita ry year at the actdubbed Thewas Akagera National Park This initiative special guests who come eve the successes of gorilla ting s (where an and locals celebra Setyat a relatively low altitude on the border foot of the Virunga Mountain bab new vation by giving names to ) to witness the nt with Akagera National Park could “Today, wecon canser proudly proclaim it a great success. eveTanzania, estimated 750 gorillas live this at will nity gorillas. The local commu ir naming ceremony. the scarcely be more different in mood to the breezy Kwita Izina among others has contributed towards ht hlig hig to nity ortu be given an opp park hills that characterise much of Rwanda. ution to trib cultivated growth in the population of mountain gorillas. A con of s term in 119 nts 5, me 200 in achieve projects scenically by the labyrinth of swamps Since the Kwita Izina launch elopmentDominated nity dev census thatpro was themu Virunga Massif com tion and in families have tecconducted ic baby gorillas from 18 gorilla con ir socio-e andom rove the lakes that follow the meandering course of the between March andent April, showed a 26.3 to imp ed 2010 more baby gorillas implem been named. This year 22 — Rica Rwigamba, Head of Tourism and Conservation, RDB Akagera River, the most remote source of the Nile, percent increase ofn. the mountain gorillas over the situatio will get a name. rumental in raising is instgrowth eve ita Izin this is an archetypal African savannah landscape last seven The years.Kw It has alsoaled to nt a steady through the gorilla ess ren brate for sustained awa cele to and rt e effo enu us rev scio ded of tangled acacia woodland interspersed with in tourism revenues which in 2010 were $200 notable national achievement withoutKw which little of basically ‘community development con nee a is ch mu ita Izina can effective way to raise enue raised ensures they open grassland. an The rev also m. and gra s pro ces n suc ptio million,” Rwigamba says. this would have been achieved. conservation’,” she added. ion ado vat ser con untain in the protection of the mo s. finance initiatives that help list of the awareness about the Gorilla the off them ieve the mission to remove ach gorilla and pedis, above all, big game country! Herds of hel Akagera “Kwita Izina is also a time to recognize the “The Kwita Izina theme this year was to accrue the Conservationists in Rwanda have embraced the nt, has nt eve a eve a Izin Izin ita Kw cies. So far, the Kwita sitization generated by the ered spe endangpeople h the senopportunity costand buffalo emerge from the woodland to ch Throug ntly whi ifica LA) elephant that make these successes possible – the merits of conservation to the communities around to promote eco-holidays and tours in CO sign n (SA bee ge e Lod hav g g Sabyinyo Community al activities such as poachin in buildin two ks, at many illeg are now rs hope clean water tan drink the lakes, while lucky visitors might stumble community 180 ope employees our national parks. We seek better livelihoods for the African nation, which theyerbelieve offer to tenVirunga poache rationaofl, the of form ber is now num g and and win ion gro a mill 2 and $1. d uce red . . ers ion oth vat ny across a spotted hyena or even a stray lion. Giraffe National Park (VNP) working as guides, gorilla our people achieved through the growth in tourism tedsaving endangered species, such as the mountain ser ma con and for l rs wal tne falo par into schools, a buf nt local being conver attracted differe Izina has ita Kw and zebra amble through the savannah, and more groups’ trackers, and anti-poaching teams revenues,” Rwigamba says. gorilla, from extinction. , nch lau cial offi its Since ner Natalie munities ar Win Oscpark. uding nitaries incl hard to see that the local com dig than a dozen types of antelope inhabit the park, deployed in five protection sectors of the In al king tion wor rna is B inte RD r, and yea an s Thi renowned Americ parations. The one adle, and event pre ita Izin Kwabout ood’s Don thejust most commonly the handsome chestnut-coated addition, an estimated 800Che community members “This would not have been possible without the Thereinare 700a mountain gorillas left al Cycling n, Hollyw tma Por re involved are mo ong others. ita Izina Nation na am the ‘Kw inwhich JackareHan istpark will beg m,world, vationthe impala, but also the diminutive oribi and secretive around involved in day to day park active protection of our mountain gorillas in the all of inhabit the volcanic Conser k-long progra weeand h national and bot at ess ren awa e rais to be usedregion that spans Rwanda, Uganda r’ whi bushbuck, as well as the ungainly tsessebe and management activities,” she concludes. conservation of their habitat. We haveTou come a ch willmountain very long way but we have far to go. This year its and the Democratic Republic of Congo. Thanks


his year’s Kwita Izina ceremony which was held in June was about consolidating gains made over the past seven years. The gorilla naming ceremony, in its seventh edition was held to ensure continuity of growth in population of the gorillas and the tourists that visit them, as well as continued harmonious coexistence between the animals and the community.

to funds raised by ‘gorilla tourism’, conservation workers in Rwanda have been able to stop the shrinking of the species over the past five years.


through the growth in tourism revenue.”

32 | The SERVICEMAG July - September 2011

the world’s largest antelope, the statuesque cape eland. Camping alongside the picturesque lakes of Akagera is a truly mystical introduction to the wonders of the African bush.

Nyungwe National Park

Intact mid-elevation forests like Nyungwe are rare in Africa, but they are important habitat for many species. Nyungwe is one of the last places in Africa to maintain this type of crucial forest. At over 1000 km2, Nyungwe is Africa’s largest protected mountain rainforest. Nyungwe is the source of Africa’s great rivers. Rain that falls on the east side feeds the Nile and on the west runs to the Congo. The Congo-Nile Divide is a mountain range that runs north to south through Rwanda. Nyungwe receives more than 2000 mm a year of rain. Recently, Nyungwe opened a canopy walk, the only one of its kind in East Africa. This is a wonderful vantage point to view the incredible biodiversity of this rare forest. The canopy walk opens at a time when Rwanda is being recognized as a top 10 global travel destination (Lonely Planet, 2009.) In 2005, the Government of Rwanda declared Nyungwe a national park, affording it the highest level of protection in Rwanda. This forest, the largest mountain rainforest in all of Africa, hosts 13 species of primates including the Angola colobus found in groups of 300-400 animals that is an attribute unique to Nyungwe. It also hosts a large population of chimpanzees and two other threatened species of monkeys; the owl faced monkey and reported but unverified sightings of the golden monkey. Nyungwe is stated as ‘the most important site for biodiversity conservation in Rwanda’ by Birdlife International for its approximately 280 bird species, 25 of which are endemic. Adapted from:

The SERVICEMAG July - September 2011| 33


Jacqui M. Sebageni Selling Rwanda as a tourism destination

Since this job involves interacting with the outside world as soon as I walk into office I read my e-mails. As these come from different parts of the world, I am mindful of the different time zones. Good and timely communication is key in our business

Thousand Hills Expeditions is a Rwandan tour operating company. Its directors have extensive experience in the travel and tourism industry in countries as far apart as Kenya, USA, Germany and Canada. They were in the forefront of tourism revival in Rwanda and are totally committed to preservation and conservation. Recently the company emerged Winner in the Tourism Sector at the annual RDB Awards. Jacqui M. Sebageni one of the directors says the professional dedication of her team has steered the company to success. She talked to Kezio-Musoke David and below are excerpts.

34 | The SERVICEMAG July - September 2011

... African creativity

Mid morning:

I have for example a tourism trade show in Durban (South Africa) next week. So I can spend a few minutes or hours preparing for it...the logistics, my travel plans , making appointments with key players in the industry and making sure everything is in check before I get on that flight to South Africa. Attending International Trade Fairs is expensive, and we have to make sure that we make the most of this time.

Morning coffee break:

I attend to appointments. Some of these appointments involve meeting clients probably in a leading coffee shop or here in our offices. If I am meeting clients I do a briefing and talk to them about what they are to expect. This starts with the coffee we are drinking and where it comes from. It is a way of breaking the ice.

Who is Jacqui M. Sebageni? I am a Rwandese mother of a 16 year old son. I lived in Canada and Kenya and came back to Rwanda in 2004. Almost immediately I went into tourism which I was already involved in Canada and Kenya.

Visitors’ experiences Visitors are usually exceptionally happy with their experiences. However we also ask them for feedback and make improvements based on them. Training is an integral part of our business. We are constantly training our people. This is because

Impact your world...

Early morning:

By David Kezio Musoke

Who is ‘Thousand Hills Expeditions’? We started this company in 2005 and it has been the most exciting venture exceeding all our expectations. Working with tourism in Rwanda is enjoyable because we are selling a wonderful product. There is a chain of five volcanoes, home to the mountain gorillas and the golden monkeys, towards the south Nyungwe Forest, the last and the largest track of the montane rainforest in East and Central Africa, hosts colonies of Colobus monkey, and Akagera National Park to the East. Tourism has grown and our company has grown with it. We offer tour packages that take a visitor to all sites and activities . Our clients hail mainly from USA, Britain, Australia, Japan and we are also growing in different markets. We have a presence in Uganda and Burundi and we are now planning to open an office in Gabon.

A look at one of Jacqui’s busy days

• Kenya • Rwanda • Burundi • Uganda • Tanzania • DRC • Congo Brazzaville • Ethiopia

(250) 78830 8974 (250) 7285 11809 (254) 722 413 383

• PR • Research • Marketing • Advertising • Event Management • Vehicle & office branding • Experiential Marketing • Promotional Materials • Media Booking

Afternoon: as a tour vendor we rely on many other professionals like hoteliers, airliners and people in the immigration department, to name a few. Basically the keyword is ‘awareness’. If things need to be changed in this industry then we need to address how they should be changed. The number of tourists visiting Rwanda is on the rise and this has come about with the fact that the policies also changed in the right direction. What is your winning strategy? When we set up this business we said, ‘there are many ways of doing this business’. But even though that is true we chose our own niche because this is still a young industry. This is a highly personified business. It comes with a good team and that is what we have developed here. We work as a team. We have 24 young dynamic staff that have chosen tourism as their career and want to grow in the industry. I believe that young Rwandans should choose a career they are passionate about and persue it. Tourism is about team work, customer care and professionalism. For more information please go to

I meet with partners, probably the hoteliers or any other service providers and we discuss future plans. A good operator must be ahead of time and keeps clients updated. In case of interesting things happening in the country… like the ‘Kwita Izina’ ceremony we send an e-blast (e-mails) to our clients. Sometimes I am engrossed in preparation for a trip. Right now we are preparing for a trip to Gabon. This is a new destination and the country offers 13 parks and incredible variety of wildlife and interesting culture. This is a very exciting new destination.

Afternoon coffee break:

Regularly I sit in a brainstorming meeting with members of my staff. We discuss new offers , different approaches to do things, and anything exciting we can add to our packages. With my staff I also regularly check the costing basically to make sure we are competitive in the industry and still on top of the game. I spend time with the accounting department on current financial issues


The ServiceMag Online

So when does Jacqui play?

All this is so enjoyable! Working in this in industry is very exciting. TSM

The SERVICEMAG July - September 2011| 35


L’enquête de Satisfaction un Mal Nécessaire Par Isaac ADJEI

Just another paradise....................


oîte à suggestions, fiche de retour clients, collecte de mails, formulaire en ligne, autant de méthodes que les prestataires de service utilisent pour cerner les besoins de leurs clients et pour améliorer la qualité du service rendu. Et pourtant, mettre en place une enquête de satisfaction n’est pas aussi évident. Beaucoup de clients préfèrent communiquer à travers les réseaux sociaux et les sites de partage pour échanger leur expérience. Ainsi, une surprise agréable ou une mauvaise expérience devient une bonne ou une mauvaise publicité. Ne dit-on pas qu’un client mécontent c’est dix de perdus. Indifférence du client Dans un monde où les gens sont toujours pressés, proposer un questionnaire à remplir peut en énerver plus d’uns. Après un vol de 6 heures, on aspire à une seule chose : une bonne douche et un lit douillé pour se reposer. Les clients ne veulent pas passer encore du temps à remplir des fiches ou des formulaires même sur Internet. Ils y sont complètement indifférents. En outre, de nombreux collaborateurs trouvent que proposer une enquête de satisfaction en plus de s’occuper du client, est un surplus de travail. Pourquoi servir un client à un guichet de banque et passer une minute à lui expliquer le bien-fondé d’une enquête? Cela contribuera-t-il à bien clôturer sa caisse en réception? Lorsque la pression du travail est grandissante et qu’il y a toujours plus de travail pour moins de rémunération, pourquoi en rajouter encore et encore? Autre facteur de blocage : le coût des prestations des cabinets externes ou les agences d’audit de qualité. Car si on ne peut s’en charger soi-même, il est préférable d’engager des spécialistes. Mais la question se pose : « Pourquoi payer pour vérifier si nos clients sont contents ». «Pourquoi investir dans l’impression de documents ou confier à un prestataire externe une enquête de satisfaction que nous pouvons nous- mêmes mener? »

Comment faire pour relever ce défi ? Pour les collaborateurs: Faire comprendre aux collaborateurs l’importance de l’enquête. Il ne s’agit pas de trouver l’excuse pour les punir. Bien expliquer l’outil de l’enquête et sa méthodologie : questionnaire, formulaire de collecte d’emails ou entretien de collecte d’infos. Mettre l’accent sur le fait que cet exercice permettra d’améliorer leur performance.

36 | The SERVICEMAG July - September 2011

Relax and revitalise at the magnificent Lake Kivu


Just another paradise.................... Serena Hotel. Setting a foot on the beach, a transformation begins in you. A peaceful calm as you enjoy R and revitalise at theKivu. magnificent Lake Kivu theelax Crimson tides of Lake Serena Hotel. Setting a foot on the beach, a transformation begins in you. A peaceful calm as you enjoy the Crimson tides of Lake Kivu.

Pour les clients: Mettre l’accent sur les bienfaits qu’ils en retireront. Leurs besoins ne seront que mieux cernés. Ils seront écoutés. Egalement, bien expliquer l’utilisation que nous ferons de leurs informations personnelles. Tâcher de rassurer les clients que leurs informations ne seront pas transmises à une tierce entreprise. Bien exploiter les résultats L’enquête de satisfaction ne doit pas servir de moyen de pression ou de répression envers nos collaborateurs. Il faut aussi vulgariser les résultats et ne pas cacher les codes d’accès aux sites des cabinets externes. Chacun doit pouvoir accéder librement aux résultats de l’enquête pour voir ainsi le fruit du travail afin d’être plus enclin à s’impliquer davantage. Grâce aux résultats desenquêtes, on peut créer des produits adaptés aux besoins des clients. Le véritable investissement n’est pas l’achat de matériel sophistiqué ni une rénovation coûteuse mais plutôt le temps passé à écouter le client, à s’occuper de lui, à être à ses petits soins. Une enquête faite par un cabinet externe rassure nos clients, c’est un gage de qualité pour eux surtout lorsqu’elle leur est bien expliquée. TSM Formateur et Consultant en Hôtellerie, Management et Leadership


FOR FURTHER INFORMATION PLEASE CONTACT: Kigali Reservations: Tel. +250 252597100 / +250 788184500 | Fax: +250 252597101 | Email: The SERVICEMAG March Lake Kivu Reservations: . +250 252541111 +250 788200429 SAFARI LODGES/ HOTELS RESORTS | Email: Website:

- May 2011| 37



r e y w a L r u O Ask

PHOTO: Getty Images

Answered by Maitre Benjamin Ntaganira As the owner of a company, I would like to be informed on how the insolvency procedure works in Rwanda? The law governs all commercial recovery proceedings and the settling of issues arising from insolvency regardless of whether it relates to a trader (individual business) or a company. Insolvency proceedings shall be commenced on application only, by one of the following persons: 1. Creditor 2. Debtor 3. A member of the Board of Directors of the insolvent company 4. The Registrar General Two institutions are involved in the insolvency proceedings in Rwanda. They are the Office of the Registrar General and the Commercial Courts (the Commercial Court whose jurisdiction spans the area in which the debtor is domiciled shall have exclusive jurisdiction).

The Responsibilities and Powers of the Registrar General regarding insolvency proceedings are the following: • He or she is the Chief Administrator responsible for insolvency proceedings. • He or she has powers to establish instructions, licence for exercising the role of administrator in case of insolvency, and supervise the conduct of insolvency proceedings and related activities. The Registrar General is particularly responsible for: • receiving and keeping an insolvency administration document with regard to the services he or she is going to perform in insolvency proceedings; • carrying out or establishing, if necessary, control procedures or investigation activities on insolvency actions and any other related matters; • intervening in court at any given time and being considered as one of the parties; • establishing requirements in determining what the debtor should be given for subsistence; • informing the prosecution of any offence committed against the property of the debtor. The liquidation is controlled by an insolvency administrator. The latter must be an independent licensed individual who bears no relationship whatsoever with the creditors or debtors (a specialized company cannot be designed as administrator). The insolvency administrator is appointed by a Commercial Court from a list approved by the Registrar General. The administrator appointed by the Court shall be definitively approved by the time the first creditors’ meeting is held/in time for the first creditors’ meeting. Once the insolvency administrator has been appointed by the Commercial Court, he or she may decide to liquidate or lease the assets of the insolvent company; to enable the creditors to recover as much of what is owed to them as possible. TSM

If you have legal issues, write to: or

38 | The SERVICEMAG July - September 2011

PHOTO: Getty Images

TRIBUNE LIBRE : petits soucis, grands tracas … Défaillance, plainte, protection du consommateur, procédure administrative … notre consultante légale Katia Manirakiza répond à vos questions

Conseil d´Administration

Ikiruhuko cyo kubyara Umwe mu bakozi banjye atwite inda y’amezi atandatu. Ndashaka kumenya uko nzabyifatamo igihe agiye mu kiruhuko cyo kubyara? Ikiruhuko cyo kubyara ni ihame kikaba n’uburenganzira bw’ibanze ugomba guha umukozi wawe igihe yatwise. Akenshi usanga icyo kiruhuko kimara ibyumweru bitari bike. Gitesha umurongo ibigo bidafite abakozi bahagije ariko ni uburenganzira bw’umukozi umukoresha adashobora kumwambura. Ikiruhuko cyo kubyara kimara ibyumweru 12 bikurikirana ariko umugore afite uburenganzira bwo gufata iminsi y’ikiruhuko mbere yo kubyara. Ariko igihe umubyeyi abyaye umwana upfuye, cyangwa se umwana we apfuye mbere y’ukwezi, ikiruhuko cyo kubyara kiragabanuka kikagera ku byumweru bine uhereye igihe ibyago byabereye. Iyo umukozi yabyaye bamuha akaruhuko k’isaha ku munsi mu gihe cy’amezi 12 uhereye igihe umwana yavukiye. Ariko icyo kiruhuko kiba amasaha abiri ku munsi iyo umugore asubiye ku kazi mu byumweru bitandatu bya nyuma by’ikiruhuko cye kugeza igihe ibyumweru 12 bizarangirira uhereye igihe umwana yavukiye. Umugore ukimara kubyara ahabwa umushahara we wose mu gihe cy’ibyumweru bitandatu bya mbere by’ikiruhuko cyo kubyara. Mu byumweru bitandatu bikurikira, iyo umugore adasubiye ku kazi ahembwa 20% gusa by’umushahara we. Iyo ngingo isubiza inyuma ababyeyi kuko itegeko rya mbere ryabemereraga 2/3 by’umushahara mu gihe cy’ibyumweru 12. Iyo ukoze ikigereranyo ku byumweru 12 ni ukuvuga 100% na 20% uhita ugera kuri 2/3. Ariko rero ikigo gishobora guha umukozi wabyaye ibindi biruta ndetse ibyo itegeko riteganya. Iyo umukoresha yirukanye umugore uri mu kiruhuko cyo kubyara aba akoze ikosa rikomeye ndetse rihanirwa n’amategeko. Iyo agarutse ku kazi avuye mu kiruhuko agomba gusubira ku mwanya yari ariho cyangwa uwo bihwanye kandi umushahara ntugabanuke. Naho ikiruhuko gihabwa abagabo iyo abagore babo babyaye kingana n’iminsi 4 kandi agifata igihe cyose ashakiye nyuma y’uko umwana avuka. TSM

Est il obligatoire d´avoir un conseil d´administration lorsque on a une société ? Si oui, comment cela fonctionne-t´il? La loi prescrit que les activités et affaires d´une société commerciale doivent être gérées sous la direction ou la supervision du Conseil d´Administration. En effet, le conseil d’administration détermine les orientations de l’activité de la société et veille à leur mise en œuvre. Sous réserve des pouvoirs expressément attribués aux assemblées d’actionnaires et dans la limite de l’objet social, il se saisit de toute question intéressant la bonne marche de la société et règle par ses délibérations les affaires qui la concernent. Le Conseil d´Administration a le pouvoir de convoquer l´assemblée générale, nommer le directeur général et les directeurs généraux adjoints, approuver les cautions, avals et garanties. Le conseil d’administration a le pouvoir de procéder aux contrôles et vérifications qu’il juge opportun. Par ailleurs, le président ou le directeur général de la société est tenu de communiquer à chaque administrateur tous les documents et informations nécessaires à l’accomplissement de sa mission. Toutes les décisions prises par le conseil doivent être mises sur papier et adoptées sous forme de résolutions. Ces documents doivent être signés par tous les administrateurs présents lors de la réunion et soigneusement gardés car ils représentent une valeur inestimable pour la vie de l´entreprise surtout lorsqu’elle fait l´objet d´un rachat ou d´une fusion. Les membres du conseil d’administration, c´est à dire les administrateurs, sont nommés par l’Assemblée Générale des actionnaires pour une durée variant selon les sociétés. En général, pour deux ans. Les actionnaires sont libres de choisir qui ils veulent, mais bien sûr, il est conseillé de choisir des gens qui vont réellement pouvoir aider votre entreprise à croître. Les administrateurs doivent avoir des compétences qui se complètent les unes aux autres. Si possible, il vaut mieux choisir des administrateurs ayant des compétences qui n´existent pas dans l´entreprise. La rémunération des administrateurs est toujours une question critique. A ce sujet, la loi ne donne aucune indication, c´est aux actionnaires de décider ce qu´ils sont prêts à rémunérer pour les jetons de présence. Il est évident que, plus l´entreprise est importante, plus elle sera en mesure de recruter des professionnels qu´elle sera obligée de bien rémunérer. Les jetons de présence ne doivent pas être un frein à la mise en place d´un conseil. Surtout, essayez de toujours démontrer à vos administrateurs votre capacité budgétaire à les rémunérer. TSM

The SERVICEMAG July - September 2011| 39



Job search made easy N E X T By Akaliza Gara

PHOTO: Malik Shafffy

By Peninnah Gathoni


went to a an office last week and met a man who gave me a very good first impression. His office was tastefully decorated, he appeared professional in his dress code and his manners just made me feel welcome. It is so strange how a simple clean desk can have such an impact on creating a first positive impression. Thinking again about this first impression, I realized how sometimes we tend to neglect certain small details that can give either a good or bad impression of us. A first impression is created during the first 20 seconds of encounter with someone we are meeting for the first time. Watch out for the following: 1. Your Personal Appearance Neatness should be compulsory both for men and women in business. How we look has a big impact on how potential clients perceive us. Whoever said that appearance is secondary to the impact we create in people’s mind was completely wrong. Our customers expect us to look professional on the job and that is why many business owners need to have a specific dress code policy which highlights what an acceptable professional appearance should be. 2. Tidy your desk or office The neatness of the working area is important, especially if it is visible to customers. If your desk is cluttered with old newspapers, paper files and post-it notes, customers will assume that you are slow and inefficient. Get rid of the bottle of coke, toothpick or dirty tea cup on your

desk. Make sure your office is welcoming. A weekly flower bouquet, costing less than 1,000 frw, will go a long way in giving your company that desired image of sophistication. 3. Dress in matching colours The green trouser on a yellow shirt, pink tie with red suit; white socks on dark pants; or the blue shoes combined with a brown belt; all inarguably subscribe to a certain taste in combination. In a business environment, you need to dress conservatively even on Fridays. Casual dressing in business does not mean wearing dirty and shabby dresses. Most organizations describe an acceptable appearance as clothing and grooming which promotes a professional image to the public. Avoid clothing with extreme cleavage and evening or party wear in a serious atmosphere like the workplace. 4. Invest in Comfortable Shoes It is often said that the first thing one notices on someone are the shoes. It is for this reason that we must invest in comfortable shoes. And please ladies, avoid shoes that make you walk as if you were forced to wear them. Avoid the noisy heels that distract everyone whenever you are in the corridor. Do not sacrifice comfort for trends or fashion. 5. Mind Your Posture As important as clothes and makeup are to your image, your posture is an essential part of the package. When you stand with a slouch or sit with a slump, you’re telling others that you don’t feel

40 | The SERVICEMAG July - September 2011

“Neatness should be compulsory both for men and women in business.”

PHOTO: Getty Images

By Eddie Heh


7. Watch your body odour! Personal hygiene can make an impact on your personal image. While we cannot control the hygiene of our customers, every contact person in business must be considerate of others by presenting a clean and healthy body odour and breath. After your lunch break, watch out for the garlic, pepper and onions odour than can surely kill your image. Deodorants are also for men. Always remember that first impressions usually last long. Therefore capitalize on the first. TSM

first thought of looking for a job during my last year of campus; rather late. I had been too busy enjoying the pleasures of the moment. Stressful subjects such as interviews were thus put on hold. All too soon however, the semester ended and all I had was certificates. I was home and jobless, but determined to change that. I did finally land a job but as it is with most of us it was a tale of frustration, disappointment and final triumph. Embarking on the path to a career is a struggle that no one ever prepares us for. All of a sudden, the education we receive appears to be irrelevant. One reason for this is that few are willing to risk taking on the novelty, or have enough to spend on training. So where does one go? One must be willing to accept a humble start. True, many former classmates may land high flying jobs at the first attempt. Well if that doesn’t happen for you then definitely take up that internship, or traineeship program. Volunteer in an organization you would like to join in future. Take up short contracts. The point here is to do something; avoid sitting at home doing absolutely nothing to boost your resume. Ironically very few of us are willing to take up non-paying opportunities such as internships and volunteering. In the end one’s resume remains stagnant and unattractive to employers. Internships allow you to prove yourself and increase your chances of being retained in the organization. Finally, the most unattractive option to an ambitious graduate, settling for what is available as you wait, could imply settling for a job that is not in your field. It might not be in accordance with your plans, but it is available. I would advise you to take the opportunity and learn on the job. Most of the successful people started their careers by accident. They simply learned to love their jobs, and ended up keeping them, fulfilled and happy. Do not restrict your options. Be open, and grow while at it. Surely you did not spend the last five years learning to be a nurse just to end up as a receptionist; the feeling is understandable. Nevertheless, this is a great way to make new contacts and learn about something new that might mould your future. TSM

confident and you’d like to be left alone. Sit or stand upright. Do not drag your feet; these varying forms of posture could easily destroy your image even if you were appropriately dressed. 6. Groom your Hands and nails Have you ever been greeted with moist hands? How did you feel? Note that a dull handshake kills your image. We talk a lot with our hands and need to ensure that they are always clean. Manicures are also for men. Ladies should, at all costs, avoid peeled-off nail polish.


WANDAN banks are a lot like British post offices – and if you’ve ever tried to post a package from say, London to Paris, you’ll know what a grave statement this is. Let’s begin where all sense and sensibility end – the queues. Queues so long you can meet someone, start a conversation, develop a friendship, get into an argument, ignore each other for a while, think it over, make up and move on. Queues where – as you watch the teller pick up yet another phone call from her boyfriend/grandmother/electrician – you begin to think about your own relatives and with tears welling up in your eyes, wonder if you will ever see them again. There should be a sign in front of entrance that reads ‘Beyond this point leave all hope behind’. One thing I’ll give the British post offices, even while lined up wrestling with an ever increasing feeling of desperation, order remains. People will respect each other’s personal space – as opposed to our Kigali branches where you may have to contend with your fellow customers leaning over you in your failed attempt to discretely fill out a bank slip – with some getting close enough to rest their weary heads on your shoulder. A lot of this is based on the care and consideration that the bank puts into creating space for those waiting to be served. I’ve visited banks where customers lounge on plush cushioned seats as the wait their turn – to those where it isn’t so much a queue as a General Assembly. … and when you finally make it to the counter you are not greeted with a smile – or even a robotic, ‘How may I help you’ – instead the teller observes you with benign contempt as if she’s thinking, ‘Oh how deeply I despise you, it’s only because I’m so exhausted that I am unable to express it further.’ He/she will then tap irritably on the glass partition and make hand signals for you to hand over your cheque or bank slip or Will and Testament (which you’ve had enough time to complete at this point). Well, I know not all bank experiences are that bad. But in the last two years the good experiences stand out like glorious miracles in a long queue of general misery. TSM

The SERVICEMAG July - September 2011| 41



By David Kezio Musoke

in Rwanda

In about two years from now all Rwandans will be required to switch from watching the

GADGET PHOTOS: David Kezio Musoke

The Future of

Tele10 TV Gadgets

current traditional analogue TV to the digital form on terrestrial TV. This means that all households with TV sets watching free channels will be required to purchase a small box technically referred to as the STB (Set-Top-Boxes) if they wish to watch freely offered channels like Rwanda television (TVR) and many others.


wanda has also set her own deadline of 2011 and government is already investing a substantive amount of money to allow a smooth transition. However when that happens, a majority of viewers are still not so certain about the future of TV. The question is, for those who can’t afford satellite Pay TV like DSTV will they have the same experience as they do now? Will they be able to watch TV without the STB box? Are there other ways they will be able to watch TV without sitting in front of the traditional TV set we are used to? David Kezio-Musoke had a chat with Eugene Nyagahene, the Chief Executive Officer of Tele10 Group on his impression on the the future of TV in Rwanda. This company is the pioneer company in Rwanda that offered and is still offering innovative and alternate TV solutions to Rwandans. Below are the excerpts. What is the future of TV in Rwanda? No one knows what will happen to TV in the near future. A long time ago broadcasting was simple. A TV station like TVR would organise its own content and users would simply have a TV aerial which they would move about a bit until they got the signal. And then along came Pay TV which delivered content on different signals and now we are migrating to that digital terrestrial TV. The future is digital and we have to be innovative and change

TV Smart Phone with dual SIM

We are ready for the future of TV in Rwanda”

This smart phone is not as expensive as the Blackberry or the I-phone but it is a complete mobile devise with all functionalities but embedded with technology that brings TV to your palm.

the way we offer TV otherwise we are left behind.

Mobile TV This is a mobile receiver TV screen of a size of a radio. It is fuller compatible with an STB receiver.

What is being done to allow this migration? Digital terrestrial TV, which we are migrating to in the near future, will certainly form the core of the new TV content on transmission networks. Once the right investments have been made, then it will offer (pretty much the same services as the current analogue) Companies are now investing in digital terrestrial signal carriage so that they can be able to sell their own branded TV. You brought Pay TV to Rwanda so what is the Tele10 Group doing to facilitate this transition? We basically want to change the way people watch TV in Rwanda. Currently of course you have the old traditional way of watching TV where you have one particular TV station offering one free-to-air channel and that is (“was” let’s use the past cause they invested so much money in the migration and now they have live DTT”) Rwanda Television (TVR). And the family sits in the sitting room and watches one TV set and one available channel. If there are more

42 | The SERVICEMAG July - September 2011

USB DVB-T Receiver This gadget is a size or even slightly bigger than a USB flash disk. It uses plug and play and comes with a software that can easily be installed on a PC or laptop. It has a receiver and once plugged in the USB port you can watch free-to-air TV right on your computer Eugène Nyagahene, CEO Tele10 Group

than one channels then you are going to have three or four people fighting to flip channels because they all have their own interest of free-to-air channels. But now things are changing and we have to take advantage of the new digital technology. With STB boxes that people refer to as decoders (simply because they change analogue signals to digital) we want to bring several options for a viewer to be able to watch TV in their own comfort zone. We want to offer the STB boxes at an affordable price and offer different innovative options. Which kind of innovative options are you talking about? Has any one ever thought about watching TV on their computers or laptops? We are going to put on the market the USB receivers which can enable people to watch TV on their laptops and desktops in digital format. There are some smart phones which we are bringing to the Rwandan market. With these phones, the TV signal is right in your palm. So basically the traditional boundaries of sitting around one TV set are broken. In one household, one person will be able to watch TV in the sitting room while another is using a smart phone somewhere in the bedroom and another is watching from the computer all within your own comfort. No reason to fight for TV channels. But where is government’s initiative in all these preparations? In April a cabinet meeting approved a new broadcasting policy that will facilitate the migration from analogue TV transmissions to digital. As you may know, the approval of the policy follows a deadline of 2015 set by the International Telecommunication Union for all member states subscribed to that UN institution to switch off analogues signals and migrate to digital by the set deadline. All these devices I have told you about are ready for usage and are here in Rwanda. We have invested a lot and have set up transmitters all over, to ready ourselves for the future of digital TV migration in Rwanda.

Since this is not charity work, how then will you make money? Digital terrestrial TV will basically remain free-to-air by the end of the day and Pay TV like the DSTV we offer will stay on satellite for those who want to watch specialised channels for sports and movies. In Rwanda, Government is investing heavily, about $30 million has been injected in the preparation of digital migration. Though we still have probably some 2 to 3 years to move to digital and acquire STB boxes, the same boxes can be used for free-to-air digital transmission or for Pay TV, its just the encryption of software. How much have you invested to make this a reality? We have already invested about $1 million to set up our own platform which will allow and facilitate government’s ambitious plan to have all Rwandans move smoothly to digital. Government transmissions are covering the whole country however our coverage will be limited to Kigali and by the end of 2012 we shall cover at least Butare, Ruhengeri and Gisenyi. This is part of our license obligations. And I can also happily tell you that we are investing some $5 million in the next 2 to 3 years. There is no need to panic because the STB boxes will have ‘free-to-air’ channels and can have the encrypted Pay TV channels as well. So you can have one box for both packages. We shall be selling one or two channels for sports lovers and may be for movies fans at an affordable price. The rest like CNN, BBC and Rwanda Television will be free. If a subscriber wants specialised channels like say Supersport 3 (football) you can’t use the same STB to switch to satellite TV. He will require to purchase the satellite dish and a satellite stb. With the introduction of STB boxes don’t you find yourself in competition with yourself? Of course when we introduce the STB boxes with ‘free-to-air’ channels we are continued on next page The SERVICEMAG July - September 2011| 43



kind of competing with ourselves. But I want you to think about it in a way that we probably are giving our subscribers more options of watching TV, in a way that suits their demands and pockets. For example we are going to give another satellite option. We are launching another Pay TV on satellite called CANAL SAT completely different from DSTV. We are launching this on the 1st of November 2011 and by the way it is slightly cheaper than DSTV. It costs about $80 and it is complete with a kit of about 80 channels … mainly francophone. As content is king, the viewer will choose between basic channels for mainly info and documentaries offered by DTT and premium channels offering movies and sports from satellite. With all this your service delivery and customer care might have to change. Of course! We shall be introducing a VISA and MASTERCARD pre-paid debit card for our subscribers to pay for services by just visiting our website on-line. The card is fully approved by VISA. We already have a green light from the central bank, the National Bank of Rwanda. The beauty of this VISA electron card is that one can also pay for anything else and make other transactions. Basically e-commerce has really become a reality with this kind of payment system. We are now focusing more on payments on-line. The introduction of the card is an incentive and customer loyalty, we are giving back to our customers by improving the way we offer the service.



hile driving past the Sports Club, I saw through my rear-view mirror a pick-up vehicle bearing down on me at a very high speed. Its double indicators were on. The security guards sitting atop this monster held on for dear life as it flew over the humps. I pulled over to give way and leaned out to see who they were. It was no more than a blur since the speed at which it drove past me was, I am sure, way beyond the normal speed on the highway. We were in a residential area. Driving on, I came upon the speeding monster, parked and dropping off some of the guards that had been perched precariously at the back. I wrestled with the idea of stopping and telling the driver that not only was he putting the fellows sitting on his pickup in danger, but all road users. Before my mind could say stop, the monster was off again as if the devil was chasing it. I just can’t fathom what would have happened if a child had crossed the road at one of the corners. I was so disturbed that I called a friend who knows the traffic rules more than I do. Were there special traffic rules for security companies? I was told that besides the police and ambulances, no other vehicle was allowed to speed like that regardless of the flashing blue lights it bore. Even the police speeds only in emergencies or on official duty. Recently I witnessed the police use loudspeakers to alert road users that a convoy was coming. I appreciate that. You know when to slow down and wait. But if every security vehicle was to fly down Kigali streets as if the world was coming to an end, then surely it would come to an end for those poor souls who happened to be in the way. One more thing: there are white lines in the middle of the road. Some are dotted while some are not. These lines are designed to help drivers keep to their side of the road and to know when it is possible to overtake. Rwanda is a land of hills with zig zagging roads in most places. These lines are very helpful especially at the corners of the winding, hillside roads. I always wonder why drivers insist on putting the white line between their tires. If you happen to be on the other side you definitely might find yourself in a ditch or else on a head-on collision with this selfish driver. Therefore please keep to your side of the road. The white lines are there for a purpose. Last but not least; I beg to inform pedestrians that we have good sidewalks in Kigali. Please use them instead of walking on the road. Given that there are crazy, selfish drivers who insist on driving in the middle of the road, if an oncoming vehicle was to avoid a head-on collision, it would be the pedestrian on the road who would get hit. Let us reduce the number of accidents on our roads by being respectful of each other, security guard vehicle and other road users alike. TSM

44 | The SERVICEMAG July - September 2011

Byanditswe na Jean-Claude Nkulikiyimfura

kubaha amafunguro bagusabye icyarimwe kandi mu gihe kimwe keretse iyo hari umukiriya wagutumye igitandukanye n’icya bagenzi be. 7. Nyuma y’iminota ibiri umaze kugeza ku bakiriya icyo bagutumye ugomba kugaruka kuri ya meza bariho. Ni ukuvuga ko ugaruka mu gihe runaka nyuma yo guha abakiriya ibyo bagutumye hanyuma ukababaza niba ifunguro rimeze neza. Ntugategereze ko umukiriya arangiza gufungura kugira ngo umubaze niba iryo gaburo ryari ryiza.

PHOTO: Shokola

from pg43

PHOTO: Flickr/KigaliWire

The Future of TV in Rwanda

Intambwe 10 Ziranga Serivisi Nziza Muri Resitora

Niba uyobora resitora ariko ukaba wifuza ko inyungu ubona ziyongera, ukaba utanga serivisi y’indashyikirwa, dore ibyo ugomba kubahiriza kugira ngo bizagufashe wowe n’abakozi bawe. Abakozi bawe ntibazatanga serivisi y’indashyikirwa gusa ahubwo bizatuma abakiriya babaha ubwasisi butubutse. Nubwo ushobora kuba wibwira ko umuco wo gutanga ubwasisi uba mu bihugu byateye imbere gusa, nyemerera nkubwire ko kwerekana ko wishimiye serivisi wahawe bikorwa n’umuntu uwo ari we wese. Nk’umuyobozi mwiza, ugomba rwose guhugura abakozi bawe ubaha ibibafasha mu gutanga serivisi nziza. Abakozi bakenera ibikoresho bimeze neza n’agahimbazamusyi bituma barushaho kunoza umurimo wabo. Iyo abakozi bumvise neza ko bagomba gufata neza abakiriya, icyo gihe imari yawe irazamuka, ndetse na bo ubwasisi bahabwa n’abakiriya buriyongera. Ku bijyanye n’abakozi bawe: 1. Ugomba guhora ufunguye imiryango (igihe ari ngombwa) kandi ukanasuhuza abakiriya bawe igihe bakiri ku muryango batarinjira.

2. Ukoresha umunota umwe gusa kugira ngo umukiriya ube wamuboneye icyicaro. Ugomba gusobanukirwa neza n’ibyo umukiriya yagusabye. Abakiriya ni bo bahitamo aho bicara haba hanze cyangwa mu nzu bitewe n’impamvu runaka. Iyo abakiriya basanze imyanya yose yuzuye, ushobora kubasaba kwihangana bagategereza igihe gito kugira ngo umwanya uboneke. Ugomba kubabwiza ukuri igihe bagomba gutegereza kugira ngo umwanya uboneke. 3. Abakiriya bagomba guhabwa urutonde rw’ibihari bakimara kwicara. 4. Icya mbere bagutumye kigomba kubageraho nibura mu gihe kitarenze iminota ine. 5. Uba ufite iminota 5 kugira ngo ubagezeho ibyo bafata bita aperitifu, cyangwa ifunguro ribanza. 6. Mu gihe kitarenze iminota 14 ugomba kuba wabagejejeho ifunguro rikuru ( bitewe n’imikorere ya resitora cyangwa imiterere y’ibyo abakiriya bagutumye). Niba ari itsinda ry’abantu, gerageza bose

8. Nyuma yo gukuraho ibyo baririyeho ukoresha iminota 5 kugira ngo uzane akanozangendo bita deseri. 9. Nyuma ya deseri, ugomba kuzana fagitire hashize iminota 2. 10. Iyo abakiriya basohotse urabaherekeza ukabageza ku muryango hanyuma ukabashimira kuba bahisemo kuza gufungurira muri resitora yawe kandi ukabasaba kuzagaruka. Ubu buryo bw’imikorere bwarageragejwe mu maresitora akomeye ku isi. Ubu buryo bugamije ibintu bibiri: guha abakiriya serivisi nziza kandi ukayibaha ku gihe ibyo bigatuma resitora irushaho kunguka. Ikindi kintu cy’ingenzi ni ukwakira umukiriya bitewe n’uko aje. Hari uza yihuta ukabona undi aje afite igihe gihagije cyo kuguma muri resitora. Nk’umucuruzi cyangwa umuyobozi wa resitora, ujye wibuka guhugura abakozi bawe kandi ugahora ubaba hafi kugira ngo ubayobore mu mirimo yabo. Ugomba guhora uzirikana ko abakozi bawe ari bo bagaragaza neza ibyo ucuruza! TSM

The SERVICEMAG July - September 2011| 45


A la découverte de avec RwandAir Par Sandra Idossou ’est dans un esprit d’aventure et de découverte que j’entrepris le voyage Kigali-Libreville, avec RwandAir qui effectuait son premier vol commercial le 14 mai dernier. Un voyage qui m’a fait découvrir la beauté des paysages et la richesse culturelle de ce pays connu, hélas, que pour son pétrole et son ancien Président El Hadj Omar Bongo. Densité faible Situé sur la côte occidentale de l’Afrique, le Gabon s’étend sur environ 268.000 km² (presque 10 fois le Rwanda) avec pour voisins le Cameroun, la Guinée Equatoriale et le Congo Brazzaville. Pays à faible densité (4hab/m² contre 328,4hab/ m² au Rwanda), le Gabon compte seulement un peu plus de 1,300,000 d’habitants et la forêt recouvre 75% du pays. Libreville, la Capitale est située en bordure de l’Océan Atlantique et regroupe, à elle seule, près de 70 % de la population. Le bord de mer fait apparaître de grands immeubles d’affaires, des résidences et de nombreux restaurants. Malheureusement, dès qu’on s’éloigne des grands axes, le décalage est frappant et on se retrouve sur des routes qui ont besoin d’un gros toilettage et dont les travaux sont en cours en vue de la prochaine CAN en Janvier 2012. Cher té de la Ville Le Gabon, est connu pour ces prix faramineux, de l’hôtellerie aux produits vivriers. Le Laico Hôtel qui a ses plus belles années derrière lui, a des chambres vétustes avec vue magnifique

sur la mer. Les autres hôtels de grand standing sont le Méridien, Le Phare du Lac et La Résidence Maisha qui est située dans le quartier chic de la Sablière. Cette dernière, aux prix élevés, reste la vraie 5 étoiles avec un cadre somptueux et raffiné. A Libreville, il y aussi des hôtels comme le Lotus, la Sunset Beach et La Tropicana où l’on peut avoir des chambres au bord de la plage à des prix plus raisonnables. Libreville by Night Pour les amoureux des ambiances nocturnes, Libreville est, de loin, le coin par excellence. Jonchée de plus d’une centaine de restaurants, bars et boîtes de nuit en tout genre, la rue « La Montée Louis » est impressionnante et incontournable. Ce soir, nous avons opté pour une pause gastronomique au restaurant « Odika » avant d’embrayer vers le bar « Topaz », où joue un merveilleux orchestre tous les week end. Pour ceux qui préfèrent les virées plus « tendances », le rendez-vous incontournable de la jet set reste le Casino Croisette. Mais pas de soirée sans avoir goûté à la fameuse bière nationale « La Regab » ou les poissons et poulets bicyclettes braisés, accompagnés de manioc et de Aloko (les succulentes bananes plantain frites). A Libreville, l’ambiance est dans tous les quartiers, à toutes les sauces et pour toutes les bourses : Boul’bess, Glass, Louis, Charbonnage, London etc. Dans la

46 | The SERVICEMAG July - September 2011

St Denis, c’est la coutume. Qu’importe la fatigue et autre, c’est le rendez-vous incontournable du week end pour les Librevillois. La navette coûte 22$ par personne et dure 15mn pour atteindre l’estuaire. Au programme, baignade, dégustation de langoustes et autres fruits de mer, balade en Jetski et une bonne sieste sur les chaises longues au bord de la plage. Rien de tel pour se requinquer ! A l’embarcadère, il y a une flopée de bateaux privés que les plus aisés peuvent aussi louer pour la journée. Un tourisme vierge et Bio « Des plages immenses de sable blanc et fin bordées de cocotiers, battues par les vagues où dorment des grumes, des mangroves calmes dans lesquelles plongent les racines aériennes des palétuviers, un véritable paradis pour les crocos, les poissons sauteurs ou encore pour ces millions de crabes, une jungle attirante et dangereuse à la fois, niche de toutes sortes d’oiseaux, repaire de cobras, de mambas, forêt où hurlent les singes, où peuvent se rencontrer panthères, gorilles ou éléphants, mer chaude, plaisir des plongeurs, domaine des rouges, des raies, barracudas et requins, savanes où déambulent quelques buffles, voici le Gabon dont beaucoup ne connaissent pas encore » ainsi est décrit ce pays sur un site touristique du Gabon. Et j’en conviens.

plupart des bars ou maquis, on y danse jusqu’à … fatigue s’en suive. Ici, pas de régulation, comme à Kigali, contre le bruit sonore. La Rumba, la Salsa, le Zouk, du Makossa au Ndombolo en passant par le Soukous et le Coupé Décalé résonnent à tous les coins de rue et on ne peut pas résister à esquisser quelques pas de danse.

Nous avons visité une authentique auberge à Pongara qui nous a laissé le souffle coupé. Malgré une arrivée assez sportive et pleine d’émotions où il fallait y aller à la nage (le bateau ne pouvant pas accoster à cause des vagues géantes). Tout dans cette auberge, sur la rive, est bio, même la nourriture. Franchement un coin paradisiaque qui vaut le détour. Et si possible y passer une nuit afin de pouvoir découvrir la biodiversité et l’écosystème au travers d’une faune variée et rare dont certains animaux sont des espèces protégées.

Farniente oblige, à La Pointe St Denis Dimanche matin, direction La Pointe

Le Gabon Emergent Ce projet est au Gabon ce que représente

Le Gabon est ouvert au marché, il est ouvert à tous.” « La Vision 2020 » du Rwanda. Le « Gabon émergent » consiste à mettre en œuvre une stratégie dont le ressort est la valorisation du potentiel en ressources humaines, naturelles et minérales du Gabon. C’est pour cette raison que le pays a opéré des choix stratégiques afin d’axer son développement autour de trois piliers de croissance baptisés « Gabon industriel », « Gabon vert » et « Gabon des services ». Il est vrai que le Gabon est très peu touristique du fait des tarifs aériens, des formalités d’entrée, du réseau routier presque inexistant mais ce merveilleux pays reste encore une terre relativement vierge.

Grâce aujourd’hui à RwandAir qui dessert dorénavant Libreville trois fois par semaine, il y a franchement de quoi favoriser les échanges commerciaux et culturels entre le Gabon et le Rwanda, voire de toute l’Afrique de l’Est. Et comme le dit le Président Ali Bongo « les motifs pour investir au Gabon sont forts. La question n’est plus « pourquoi investir au Gabon ? » mais plutôt « pourquoi n’investissons-nous pas au Gabon ? ». Le Gabon est ouvert au marché, il est ouvert à tous. TSM

The SERVICEMAG July - September 2011| 47



Byanditswe na Eddie Heh


PHOTO: Serena Hotel

ari ku biro by’Akarere ka Nyarugenge nakirwa n’umukozi waho hashize akanya mbona hinjiye undi muntu ngiye kubona mbona wa mukozi wanyakiriye yibagiwe ko mwicaye imbere. Ubwo bigira mu biparu baraseka sinakubwira na ho njye nicaye ntegereje ko barangiza kugira ngo turangize ibyo twari twatangiye. Ariko icyabaye kibi kurusha ibindi ni uko arangije ibyo yari arimo ntiyigeze asaba imbabazi. Nkeka ko abantu benshi badatozwa mu burere bwabo kugirira ikinyabupfura abantu bakira cyane cyane iyo ari abakiriya. Muri iki gihe usanga ahantu henshi hatakirangwa no kugira imico myiza, ikinyabupfura no kubaha abantu. Kugira ikinyabupfura bisobanura kugira imico n’imigenzereze yemewe kandi ikwiye. Aha ndagira ngo mvuge ku bintu 3 biranga ikinyabupfura.

Kuba impfura si ibintu bihambaye ni utuntu ukora tugaragaza ko uhora uzirikana abakiriya bawe.”

1. Kuba impfura ku bakozi wowe nka nyir’ibikorwa cyangwa umuyobozi Mu ngeri zitandukanye, imico irangwa no kubaha abandi igomba guhora ishimwa haba ku ruhande rw’umuyobozi mukuru kugera ku ruhande rw’umukozi ushinzwe isuku. Kubaha abantu ku ruhande rw’umuyobozi w’ikigo bigaragarira ku muco mwiza aba afite wo gusuhuza abakozi mu gitondo, kubashimira ko bamuzaniye icyayi cyangwa amazi mu biro. Uwo muco mwiza ni ikimenyetso cyo kubaha abandi muri kumwe. Umwanditsi witwa Erastus Wiman yagize ati: “Kuba impfura ntacyo bitwara ahubwo bitera ibyishimo byinshi kandi nta kiguzi bigusaba ahubwo ubyungukiramo byinshi. Bishimisha ubikoze n’ubikorewe, ndetse bitanga imigisha ku mpande zombi.”

ntukabaceho ujye ujya inyuma y’abo uhasanze kugeza igihe uzagerera imbere ugahabwa ibyo wifuza. Ujye wubaha abakozi bawe, uhora ubabwirana ikinyabupfura igihe cyose muri kumwe. Ntukabasuzugure. Koresha utugambo twiyubashye igihe hari icyo ubasaba cyangwa ubashimira. Ikindi ugomba kumenya ni uko abantu bubaha abandi nabo bibagirirwa bakitwa abagabo/ abagore b’imico myiza.

2. Kuba impfura ku bakiriya ndetse n’abakozi bawe Igihe uzabona abantu bari ku murongo

3. Kuba impfura ku bakozi utibagiwe n’abakiriya. Kuba impfura si ibintu bihambaye ni

48 | The SERVICEMAG July - September 2011

utuntu ukora tugaragaza ko uhora uzirikana abakiriya bawe. Kubaha rero ni iyo myitwarire y’imico myiza igaragarira mu bikorwa no mu magambo nko: • Kugera ku kazi kare • Kugira inseko nziza kabone n’iyo byaba ari kuri telefoni • Gukoresha utugambo nka Madamu/Bwana cyangwa amazina y’idini • Guhora ugaragara neza • Gukoresha utugambo twiza n’ururimi rwiza • Guhagarika ibyo ukora byose igihe wakira abakiriya kandi ukamenya kubatega amatwi. • Kurangwa n’ikinyabupfura aho uri hose n’ibihe byose. • Kwakira abakiriya bawe nta vangura na rito ushingiyeho ryaba ubutunzi, inkomoko, ibara ry’uruhu, imyambarire n’ibindi... • Kwirinda gukanjakanja udupipi cyangwa kwikora mu kanwa cyangwa mu mazuru imbere y’abakiriya bawe; • Kubahiriza ibyo wemeye • Kwisegura ku bakiriya wakira igihe bibaye ngombwa ko witaba telefoni. • Gukoresha utugambo nka mwihangane, mumbabarire, murakoze • Kwayura, gukorora no kwimyira ugomba kubikora wipfutse ku munwa ugakoresha agatambaro cyangwa umuswara byabura ugashyiraho intoki. “Guha abantu icyubahiro ni ngombwa cyane kuko byerekana ko witaye ku bakiriya, bituma usabwe ikintu agitanga neza n’uwakiriye akumva ko yafashwe neza. Ibi bituma abakiriya bawe batagucikaho.” TSM

Alerte à la


PHOTO: GettyImages

Ba impfura ku bakugana bose

Par Sandra Idossou


5. Optez pour un bon menu Le poisson, l’ail, les épices, les oignons, le haricot, le café, la bière et plusieurs autres aliments et boissons sont plus susceptibles que d’autres, de vous donner une mauvaise haleine. C’est pour cela qu’après ce genre de repas, il est important de boire beaucoup d’eau fraîche. Petite remarque : le cure-dent du restaurant n’a pas souvent d’effet sur la mauvaise haleine.

on rendez-vous de cet après midi était important car je devais rencontrer un homme d’affaires qui venait me proposer les services de sa nouvelle entreprise Dès la poignée de main et les premiers mots, j’avais déjà hâte que la réunion se termine… Mais que s’est-il passé pour me mettre dans un tel état ? Dès que ce gentil Monsieur ouvrait la bouche, j’avais simplement envie de vomir. Malgré qu’il soit bien habillé, il dégageait un mélange d’odeur de cigarette, d’alcool, de café, d’ail, d’oignons…bref de tout ce qui pouvait me faire fuir. Il a fallu que je trouve plusieurs excuses pour arrêter, de façon assez brute, la torture. Oui, chers lecteurs, la mauvaise haleine peut détruire votre image. Vous avez beau être un excellent professionnel, vous devez aussi faire attention à ce petit détail qui est capital. Dans la vie courante et surtout dans le milieu professionnel, avoir une mauvaise haleine n’est pas une fatalité. Selon les spécialistes, l’halitose est souvent la conséquence d’une mauvaise hygiène bucco-dentaire. Et pour remédier à ce mal qui peut vous nuire, l’hygiène bucco-dentaire est la première solution. Pour cela:

dentiste, n’attendez pas ! La carie est une maladie qui se soigne et qui a besoin d’un médecin.

1. Soignez vos caries Selon les spécialistes, dans 70 % des cas, la mauvaise haleine est liée à un problème buccodentaire : gingivites, caries, abcès, parodontie, etc. Les bactéries qui s’accumulent entre les dents produisent des composés volatiles et nauséabonds… Alors, même si, ce n’est pas agréable d’aller chez le

4. Un bon chewing gum peut aider Si vous ne pouvez vraiment pas vous brosser les dents à midi, ayez toujours à portée de main un bon chewing gum mais … sans sucre, attention! La mastication du chewing gum nettoie vos dents grace à la production de salive. Manger une pomme a également le même effet.

2. Lavez-vous les dents 3 fois par jour Que cela soit contraignant ou pas, il est recommandé de se laver les dents après chaque repas. Le matin, à midi et le soir…Si vous souffrez de mauvaise haleine, obligez-vous à avoir une brosse à dents sur vous, au bureau. Renouvelez aussi votre brosse à dents, au moins tous les trois mois. Une brosse neuve permet d’enlever davantage de débris alimentaires qu’une brosse utilisée depuis plusieurs mois. Brossez les dents du haut vers le bas et ce, pendant au minimum 3 minutes. Evitez de vous brosser horizontalement. Eventuellement complétez le brossage par un bain de bouche pour vous désinfecter la bouche.

Quelques autres astuces de grandmère pour vous aider à combattre la mauvaise haleine • prenez l’habitude de boire beaucoup d’eau avant d’aller vous coucher pour éviter la mauvaise haleine au réveil. • réduisez aussi votre consommation en alcool et cigarette. • utilisez un genre de gratte-langue pour retirer le dépôt de bactéries du matin • le brossage de dents le plus important est celui du soir car la nuit nous produisons moins de salive. Or, cette dernière contient des éléments protecteurs pour la plaque dentaire.

3. Brossez - vous aussi la langue La salive joue un rôle de “ nettoyeur “ des bactéries qui se trouvent naturellement dans votre bouche. Pendant la nuit, comme la sécrétion de salive diminue, il arrive qu’il se forme un dépôt de bactéries sur la langue. Des études ont montré que la mauvaise haleine pouvait être liée à ce dépôt. Dans ce cas, il est nécessaire de vous brosser aussi franchement la langue.

Mais si, malgré toutes ces précautions, vous avez toujours une mauvaise haleine, la cause est sûrement ailleurs. Parlez en à un médecin. Lui seul peut vous aider. Il saura chercher les causes et vous trouver une solution fiable. N’oubliez pas que parfois les gens les plus proches ont du mal à vous dire que vous avez une mauvaise haleine. Faites donc attention à vous même! TSM

The SERVICEMAG The SERVICEMAG July -March September - May2011 2011|| 49



SerenitySpa discovering happiness through stones By Akineza Alyce

Entre Média, on se Comprend

kwitegereza no kuvuga ibi byose. Ndibwira ko ari inshingano za buri wese kwigisha mugenzi we icyamufasha kunoza serivisi ihabwa umwenegihugu wese. Mbona ko umukiriya wese agomba kwitabwaho kubera ko aba yishyuye iyo serivisi. Mbese navuga ndanguruye nti: KBS Oyeee!!! Nzajya iteka ngendera muri Bisi zanyu!!!

PHOTO: GettyImages

Par Diana R.

...Serenity Spa offered a professional team that took care of us as if we were at home


aterfalls, birds’ songs, a tropical forest, white sand, blue ocean waves, good music in a quiet environment are the few relaxing elements we often think of. As a birthday present, I was lucky to try the hot stones massage at The Serenity Spa located at Kimihura. What a wonderful experience! My friend and I scheduled an appointment the day before and honestly after trying many massage houses in Kigali, we were all sceptical about the experience. A few years back, I was in Montreal and I offered myself a hot stone massage for a date which turned out to be a waste of time and money so when I discovered a massage menu in Kigali, I never trusted it. Upon our arrival at the Serenity Spa, we were welcomed by the receptionist who directed us to the rooms. From the entry everything was assembled in order to welcome us in a serene environment. Decorated in green, the colourful and welcoming shade the reception room set up the ambiance. After undressing, we were each set for what was going to be a great adventure. The rooms were clean; a great aroma was spread around the

room and the exquisite touch was the candle lights. Serenity spa also offers a professional team that took care of us as if we were at home. The massage rooms are well equipped with professional massage tables, clean towels and uptodate equipment such as the hot stones heater, oil etc. The variety of their offers goes from oil massage, skin deep, Swedish and hot stones. But believe me; Serenity Spa is really worth trying. The team is professional and each person knows what to do. The massage took about an hour but honestly after that first experience, I got hooked and have already booked an appointment for next week. Hope to see you there! TSM

50 | The SERVICEMAG July - September 2011

Dans tout métier, il est important de savoir travailler les uns avec les autres. Et même si parfois, la concurrence semble de rigueur entre certains médias, ce n’est pas forcément le cas partout. Il faut le dire, nos plus grands partenaires restent nos confrères de la radio. La radio qui reste quand même le moyen de communication par excellence dans nos pays. Parmi eux, Radio 10, Contact FM, Flash FM et Le NewTimes... L’ambiance y est conviviale et les animateurs et journalistes vous réservent toujours un accueil chaleureux. Et même si parfois, le trac de passer à la radio vous prend à la gorge, ils ont toujours le mot pour rire, histoire de vous décontracter. Aujourd’hui, grâce à leur soutien et leur référence, on continue d’élargir notre audience. Ces charmants animateurs et journalistes sont toujours les premiers à inviter le public à une prise de conscience collective par rapport à l’amélioration de la qualité de service au Rwanda. Ces organes de presse ont, en effet, un impact primordial dans cette campagne de sensibilisation. Qui a dit qu’entre média, on ne se comprenait pas et qu’on n’était pas solidaire?

Gutwara ABAGENZI: Aho Ikibazo Nticyaba Kigiye Kubonerwa Umuti? Byanditswe na Rose KARUGU


ashize igihe gito nashatse kujya KIMIRONKO. Kubera ko nta modoka nari mfite, nahisemo gufata Bisi. Yoo! Mbega ibintu byiza kandi byantunguye! Nibwiraga ko ndibugombe gufata Bisi ebyiri kugira ngo ngere aho njya. Nari narumvise bavuga KBS ariko nari ntarayigenderamo. Noneho nibwo ngiye ku cyapa, maze ntegereza iyo Bisi y’akataraboneka. Namaze kwinjira, nicara neza, noneho umugore wakira abagenzi aza kwishyuza. Tike bishyura yashoboraga kuba iy’urugendo rumwe cyangwa iy’umunsi wose. Ibyo rero ni byiza pe! Urugendo rwaranshimishije. Nari nicaye jyenyine, nta mugenzi wundi nagombye kwicarana nawe. Muri Bisi hari muzika nziza. Umushoferi yategereje ko mbanza kwicara kugira ngo abone guhaguruka. Uwishyuza amafaranga ya tike nawe ntabwo agenda atonganya abagenzi, dore ko aba anicaye ahitaruye. Ku mbavu za Bisi hari handitse nimero za telefoni (polisi, Rura……..), ndetse handitseho n’urubuga rw’Ikigo (Website). Ibyo bisobanura ko umugenzi ashobora kubaza inkuru akeneye yose yerekeye icyo kigo.

Mbese navuga ndanguruye nti: KBS Oyeee! Nzajya iteka ngendera muri Bisi zanyu!”

• • •

• Nibyo nahise nkora ako kanya. Ku idirishya hari hometseho inyandiko imenyesha abagenzi ko mu minsi mike ibiciro bizahinduka. Mbega abaguzi ngo baritabwaho! Kuri ibyo byose, hiyongeraho umuntu wambaye ijile(gilet) irabagirana uba igihe cyose ahagaze kuri arete ihurirwaho na benshi, kugirango arangire abagenzi ibyerekezo bya Bisi, anababwire imyanya ishobora kuboneka, ariko cyane cyane anagenzure ko uwahageze mbere ariwe winjira mbere, ko nta muvundo uhari, ko abasheshe akanguhe n’abagore batwite binjira mbere y’abandi. Mbese rwose umuntu yakwibaza niba ari i Kigali cyangwa se ari mw’Ijuru. Umuntu yakwibaza icyanteye

• •

Sinasoza ntabwiye abasomyi ko tugomba guhora duhimba uburyo bushya bwo kunoza serivisi dutanga. Inama nagira ibigo byose bikora umurimo wo gutwara abantu n’izi: • Guha ababagana serivisi itagira amakemwa. • Gukomera ku nshingano mwiyemeje Guha icyubahiro abaza babagana Kwita ku mutekano wabo no kubicaza heza Kubamenyesha impinduka muteganya zaba mu biciro, mu cyerekezo cy’ingendo n’ibindi… Kubasobanurira ibyerekezo by’ingendo, n’umwanya bisi zimara mbere yo guhaguruka. Nimubahe urubuga, mureke babagire inama, bababwire ibyo bashima n’ibibabangamira, byose binyujijwe mu itumanaho ry’ikoranabuhanga, cyangwa binyuzwe mu dusanduka twakira inama n’ibitekerezo. Abagenda bishyuza bajye bagira isuku kandi bagire ikinyabupfura. Abagenzi babarambyeho mujye mubagabaniriza igiciro kandi mushyireho igiciro giciriritse ku banyeshuri b’ingeri zose. Muri make nimuhore mushakisha ibitekerezo bishya bishimisha ababagana kugira ngo bahore babasanga. TSM

The SERVICEMAG July - September 2011| 51



Excellent Service in an EMBASSY!

My Issues with

By Kirenga


ver since I arrived in Kigali I have been intrigued by your magazine. I enjoy reading it immensely because it gives another, different insight into life in Rwanda. The articles on service delivery particularly capture my attention since I am a consumer. Upon moving to Kigali, one of my primary concerns was furnishing my home from Nakumatt. I must admit that with every visit I become more disgruntled. When I bought my microwave, I got home only to realise that they had given me the one on the shop floor. Using hot water, I had to painstakingly attempt to remove the remaining stickers that they had tried to peel off. This was fine with me. But when I opened it I found that the microwave grill was missing. I tried to call the number on the receipt I got from the store only to find that it wasn’t working! The next day I went to the store only to have someone ask me if I was sure that the grill wasn’t inside! Surely this is bad customer service. In the end, I suppose it was to stop my ranting, they just gave me the grill – incredible!

Kigali really needs a supermarket that is able to deliver

Then another time, I bought a blender. Very excited I got up the next morning to prepare a smoothie, only to discover that the blender was leaking. When I took it back to the store the staff ganged up together; yes indeed four members of staff gathered around me to impress upon me that when plugged in the blender works! Obviously there was nothing wrong with the motor; it was the fact that it leaked. In the end I was told that one does not “throw liquid into it”. Needless to say I lost my cool. Added to this, instead of getting my money back I got a Nakumatt voucher and I still have no blender. When I calmed down and returned to Nakumatt, I was being charged for two tubs of butter instead of one! Customers, please pay close attention to the till. The sad thing about the lack of service, or rather, the fruitless service at Nakumatt is that they have no real competition and can therefore treat the client whichever way they choose. What would one do, go to another store? One is hardly left with alternative possibilities.

52 | The SERVICEMAG July - September 2011



By Esther Milenge

National Museum in Butare in dire need of guides



Rwandan businesses lose out greatly because of this. I finally understand why people travel to Kampala, Uganda for shopping. I am at the point of agreeing with them. I would much rather pay the taxes at the border than continuously subject myself to the bad service I get from Nakumatt. In the end I pay good money for the products I want to buy from them. I have never given them fake money, or Rwandan Francs not worth what I am buying. Yet time and time again I get service that is not proportional to the money that I have paid. I heard that another branch will open very soon. I doubt if Kigali needs another Nakumatt; it really just needs a supermarket that is able to deliver. TSM

S a Rwandan working in Ethiopia, I would like to pay tribute to the Rwandan Embassy in Addis Ababa. Five months ago, after joining a language class at the UN, I learned that I was to present a letter from my organisation containing official confirmation of my identity and sponsorship. I submitted an official request to my director. However, due to the rigorous bureaucracy, after two weeks I still hadn’t obtained the required letter. A classmate advised me to go to my Embassy. At the Embassy, the Embassy staff, Ms. Perpetua asked me a few questions so as to obtain the information that she required in order to process my request. She didn’t waste time with pleasantries. There was never any question of politely refusing to assist because I was not an employee or official of the Embassy. In answer to my timid, “I’m sorry; I shouldn’t be bothering you with this ... “she simply smiled and said, “Not at all! That’s what we’re here for”. She then showed me where to sit, and offered me some newspapers to read saying, “If you could wait a bit; I’ve already prepared the letter but I’m waiting for the First Secretary to return so he can sign the letter”. I settled down to read and after about 30 minutes was surprised to see the Ambassador himself walk into the building. I fully expected to wait on and possibly have to return the next day. Given my experience of secretaries in public offices, I assumed that Ms. Perpetua would not wish to present the letter to the Ambassador for signature since he was in a hurry and I was just an ordinary citizen. Imagine my surprise when after about 15 minutes, she presented me with the letter that I had requested for. “The Ambassador has signed it,” she informed me. I had entered the Embassy at 3.30 pm, by 4.30 pm I was already on my way to the UN complex, the mandatory letter tucked away in my bag. Needless to say, I felt very proud of our Embassy in Addis, and exceedingly proud to be Rwandan. TSM

visiting the National Museum, I observed three American guests as they were given directions at the entrance of the museum and left to do the visit on their own. Mortified, I decided to guide them myself. Twenty minutes later, the US Ambassador arrived with two friends. They too, were left on their own. I found this embarrassing; I could not understand why the museum had failed to give them guided tours. We in Rwanda are trying to develop Cultural Tourism as a means of diversifying our revenue earning assets. It is important to understand that Culture and History are all about enlightenment and interpretation. Try to imagine a tourist on a tour of the museum. Supposing a burning question arose in his or her mind in the middle of the visit; would he or she direct the question to one of the curios or antiques on display in the museum – for example, “Under what circumstances where you used?” A museum without a guide hinders its own objective. Please provide tour guides for the visits.

The SERVICEMAG July - September 2011| 53



La magie des jouets dans un magasin parisien Par Diana RAMAROHETRA


ntrer dans un magasin de jouets lorsque l’on a dépassé l’âge relève plus d’un vrai parcours du combattant que de l’émerveillement. Même si, il est vrai que parfois on s’extasie devant un jeu ou une babiole. Et dans ce grand magasin de Paris, ce n’est pas cela qui manque. Tout brille, tout est coloré. En matière de décoration, rien à redire, tout est fait en sorte pour que l’enfant se sente à l’aise, le roi du monde ! Et pourtant, il ne s’agit pas de grandes techniques de design, juste un simple jeu de couleurs et un bon agencement des rayons. Comme quoi, il faut de peu pour égayer un magasin et le rendre attractif. Mais l’heure n’est pas à l’étalage décoratif.

Tout est fait pour vendre

La liste des enfants en main, j’essaye en vain de trouver ce qu’ils recherchent. « Masque de Rey Mysterio », « Laser de Buzz L’Eclaire » autant de charabia pour une maman bien dépassée. Rapidement, un vendeur en jean noir et tee-shirt rouge frappé du logo de Toys R Us, arrive à ma rescousse, sans que j’ai eu à demander quoi que ce soit. « Je peux vous aider Madame ? – Oui, je cherche un masque de Rey Mysterio, est-ce que vous en avez ? – Oui, mais c’est de l’autre côté du magasin. Ce n’est pas mon rayon mais par contre, je peux vous proposer les nouvelles gammes de jeux de société, … » En somme, il ne vend que son rayon mais … il le vend tellement bien que j’ai fini par embarquer un Monopoly dans mon caddie. C’est vrai, il a raison « Ce sont des jeux toujours d’actualité et qui permettent de se retrouver en famille. » Qu’importe si je me suis faite avoir et dépensé plus que

ce que j’avais prévu, je suis bien contente de cet achat. Maintenant, plus d’extra, la liste des enfants. Après avoir demandé à un ou deux vendeurs/ vendeuses, je me retrouve enfin au rayon « catch ». Entre les masques, les figurines, les ceintures de WWE, il y a l’embarras du choix. Une vraie caverne d’Ali Baba. Je comprends pourquoi il y a plus d’adultes que d’enfants dans ce magasin. Avec les petits, les parents risquent d’y laisser tout leur salaire. Un peu perdue devant autant de choix, je suis (encore une fois) obligée de faire appel à un vendeur. « Il a quel âge votre fils et quelle est sa couleur préférée ? Alors, je vous conseille celui là. Pour les ceintures, celui du Champion de la WWE est le plus en vogue actuellement.» m’explique ce dernier, dans un sourire commercial mais très sympathique quand même, « et évidemment, le plus cher »me dis-je dans la tête. Tant pis, je prends tout ce que le vendeur me conseille. Idem pour le rayon « petite fille » où j’ai eu droit à une vendeuse très fleur bleue et très souriante malgré l’heure avancée.

sourire aux lèvres « Bonsoir Madame, ça fera … euros. Vous ne voulez pas rajouter un bonbon … Bonsoir Monsieur, ça fera …euros » Qu’importe la fatigue qui se lit dans ses yeux, elle continue à faire son travail professionnellement et cordialement. Par curiosité, je lui demande comment fait-elle pour tenir le coup. « Sans clients, nous n’aurons pas de boulot. Et il faut bien gagner sa vie.» No comment. TSM

Sans clients, pas de boulot! Le passage à la caisse est aussi une autre affaire. La caissière a encore le temps de me conseiller un dernier achat, des bracelets tout en couleur très à la mode, comme ceux qu’elle porte. Debout depuis des heures derrière sa caisse, elle continue à enchaîner, le

54 | The SERVICEMAG July - September 2011

Vous aussi, faites nous part de vos expériences de services ailleurs…écrivez à Cette section peut être an Anglais, Français ou en Kinyarwanda.

The SERVICEMAG July - September 2011| 55





Libreville sous un ciel clément L’aventure continue avec RwandAir. Après Brazzaville, cap sur Libreville, Gabon. Un vol inaugural de plus à mettre au compteur de cette compagnie qui ne manque pas d’ambition. A bord, l’ambiance est sereine. Au sol, la convivialité règne. Un bon présage pour les prochains échanges commerciaux. Une chose est certaine, pour les adeptes de RwandAir, la course aux miles est ouverte! (Photos: RwandAir)

C’est dans l’immeuble de Prestar en face du Top Tower hôtel à Kacyiru qu’a ouvert la deuxième branche de ce restaurant/café très branché. Parfaite combinaison de ce que l’Afrique offre de plus beau: décoration, musique, cuisine, Shokola invite au voyage. Un nouveau cadre idéal pour les rencontres d’affaires, en amoureux ou simplement en famille (Photos: Gael Vande Weghe)

Les ingenieurs de Rwandair

Les passagers de ce premier vol Le Ministre Gabonais du Transport acceuillant son homologue Rwandais des Infrastructures à l’Aéroport International de Léon Mba à Libreville

Les illustres passagers au départ de Kigali

Le cadre somptueux du nouveau restaurant


Et de Deux pour Kigali Serena Hotel Après plus d’un quart d’heure de marche de Chez Lando à Top Tower Hotel, les concurrents se rafraîchissent. Pendant ce temps, le jury de la 2ème édition de « Waiter’s race » procède au décompte des points. Entre les verres renversés, les pas de course, l’uniforme de travail, tout est passé au peigne fin. Car ce n’est pas chose aisée d’être élu « Best Waiter of Kigali – 2011 », il faut le mériter ! Et pour cette seconde édition, c’est le Kigali Serena Hotel qui le remporte haut la main, avec un Felician Mupendo, plus qu’heureux. En 2ème position, le tout nouveau Lemigo Hotel se démarque de ses camarades. Félicitations encore aux vainqueurs ! (Photos: RHD Communication)

Vous aussi faites partie de notre prochain “Pictorial”. Faites-nous part de vos nouveautés sur:

Les participants de la course


Rica Rwigamba, la Directrice du Tourisme et de la Conservation à la RDB récompensant Serena Hotel.

56 | The SERVICEMAG July - September 2011

Les gagnants et les organisateurs de la course

« Qui a du cash ? » Une question existentielle que beaucoup se posent et qui aujourd’hui trouve réponse grâce au nouveau système mis en place par Tigo permettant d’effectuer des transactions jusqu’à 1.000.000 Rwf. Après un an et demi d’existence, la compagnie a lancé en grandes pompes « Tigo Cash », le 13 mai dernier. Un véritable festival en couleurs dans les rues de Kigali qui n’a pas manqué d’attirer les regards des passants. En tête parmi les animations phares, l’équipe de rollers et les motards. Encore une fois, Tigo met un grand coup Marketing qui va faire des vagues. (Photos: Tigo)

Les employés de Tigo

The SERVICEMAG July - September 2011| 57

PHOTO: Gael Vande Weghe



he attitudes towards nursing and nurses vary greatly today depending on what nurse you have encountered. A few years ago, however, when professionalism was highly valued globally and careers were considered callings one revered, nursing was admirable and nurses were proud of their calling and consequently did an excellent job and were greatly respected and appreciated. That is the time when Mukandoli Esperance encountered nursing. To her, the smart spotless uniforms with caps firmly in place and the gentle caring nurses made it very clear to her what she wanted to be in future. Today, Mukandoli is a Registered Nurse/Pediatric Registered Nurse working with King Faisal Hospital. Mukandoli started her nursing profession in Kisubi Hospital in June 1985 after qualifying from Rubaga School of Nursing in Uganda. In 1987 she went back to school to train for the level of Registered nurse. She joined Kanombe Military Hospital in Rwanda in 1994 and worked there for 6years before joining Kigali Central Hospital (CHUK). In 2002 she moved to King Faisal Hospital where she works now. She took a break

to pursue further studies in 2008 and qualified as a Registered Pediatric Nurse. Unfortunately, Mukandoli admits that the quality of nursing today leaves a lot to be desired compared to what it used to be. Nonetheless, she believes nursing is a noble profession. She quotes the Nurses’ Anthem: We have been chosen, chosen by God, chosen to be nurses, the Holy people, to love and serve. Every working day, Mukandoli reminds herself of this anthem and the need to follow professional ethics and the core values of the institution she works for. She prays for patience to be able to consider the patients’ rights. On a typical day she is at work by 7.00am. After a prayer, the night staff hand over to the day staff who subsequently make a care plan for each patient. Patient allocation to nurses on duty follows, supply of water to patients and making patients’ beds, ward round, medication and investigations. She then proceeds to writing reports which usually takes her to lunch time. Lunch break is followed by more observations, medications and report writing. As Unit Manager of Pediatrics, Mukandoli oversees all these activities and once a week she conducts an hour long session as a continuous learning in the unit. Once a month, she chairs a ward staff meeting to improve quality of service offered by

58 | The SERVICEMAG July - September 2011

the ward. At the end of each month, she is responsible for documentation, drug infection control audits and statistics and reporting to respective authorities. Her joy is made complete when she uses her skills to bring people to better health and hearing ‘Thank you’ from a patient. Like any other profession, nurses today face a number of challenges such as dealing with patients and doctors with different attitudes, work overload as a result of the shortage of professional nurses and shortage of equipment to enable them do their job well. Despite the challenges nursing has gone through over the years, Mukandoli believes all those who feel called to nursing should not hesitate to join the noble profession. She is quick to add, however, that all those seeking to join their number should have an ability to do sciences well since they will need those skills; they should also be willing to do more than they are paid for, work round the clock and it would certainly help if nature has gifted them with compassion and a high degree of patience. Mukandoli is married and is a mother of three children and enjoys being with her family and friends. She also appreciates the time she can relax and catch up on the news or play some music.

Nurses should also be willing to do more than they are paid for.”

Share your story with our readers in ‘At Your Service. Write to us on and tell us how you chose your career, developed it and what you enjoy most about it and also the challenges you face at work.

The SERVICEMAG July - September 2011| 59

60 | The SERVICEMAG July - September 2011