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ISSUE 15: SEPT - NOV 2013





Votre succèsrepose sur le développement de vos qualités humaines USING SOCIAL MEDIA FOR CUSTOMER SERVICE Rwandan women in agriculture cooperatives tackle malnutrition, attain economic prowess The SERVICEMAG Sept-Nov 2013


Enjoy the

strength of a wider regional network

Banque Commerciale du Rwanda Limited is now I&M Bank(Rwanda)Limited


The SERVICEMAG Sept-Nov 2013

The SERVICEMAG Sept-Nov 2013


publisher’s note

inside FEATURES Using social media for customer service Communication, a path to improve service delivery in Rwanda Building your brand Building self-confidence Managing your customers’ expectations Kongera uburyo bwo kwakira neza abakugana bishingiye ku myumvire n’imyifatire. Êtes-vous performant? Hospitality Perspectives Sell benefits not features Motivating your team for improved service delivery Contrôle de Qualité des produits Chinois en Afrique Uburyo 5 bwo gukemura neza ibibazo by’abakiriya Votre succès repose sur le développement de vos qualités humaines Setting goals to achieve

8 10 11 14 15 16 17 18 20 21 22

8 34

Learning perseverance from my

8-months-old son



ast year, I was blessed with a baby boy and witnessing his growth daily is simply overwhelming.

FOR YOU MANAGER 5 choices to extraordinary productivity Are you dependant on a few big customers? Go for Insurance! Educate your customers. Twebwe abakozi ba Pearl Lounge

34 25 38 39 40


ICT Mufuth Nkurunziza - A life in 3D 27

As adults, we see danger everywhere and are not always ready for new adventures. We want all the security and comfort before jumping. Babies never know the danger around them and so they learn quickly. Adults are impatient and want results straight away without too much hustle. Babies or little infants will stay on and try and try until they master the game.

24 26

At eight months, he started making little steps while holding on to people and chairs. At twelve months, he made his first step alone after millions of trials and falls. Today whenever I see him run around the house, I cannot stop admiring the power of perseverance displayed in this tiny little man. Most adults ‘outgrow’ this virtue.


One of the reasons why many never venture into entrepreneurship is fear. Fear kills our inner abilities. Fear holds us down. Fear stops us from trying. When I started The ServiceMag almost four years ago, I never imagined it would be this tough. This innocence saved me because with the knowledge I have of the industry today, maybe I would never have started. Life is hard and anything good comes after a lot of hard work and perseverance. There is no way we can achieve success if we are afraid of falling. Adversity, trials and deceptions will always come but it is the way we react to them that makes the difference.

49 COVERSTORY Skol Brewery, behind Rwanda’s beer market 28 success

ADVERTORIALS BRD Celebrates 46th anniversary 12 Rwanda National Police & service delivery 36 How TIGO Rwanda tapped into expo’s potential to 54 becomes tops 4

The SERVICEMAG Sept-Nov 2013

31 42 28

31 FOCUS 31 Rwandan women in agriculture cooperatives tackle malnutrition, attain economic prowess

YOUTH TALK 42 Dydine Umunyana & her journey into the Rwandan Film industry 50 An extraordinary Motorcyclist Kudahigwa no kunoza umurimo: umuco nyarwanda


Aristotle, the famous Greek Philosopher says that we are what we repeatedly do and that excellence, then, is not an act, but a habit. If we practise and take little steps every day, we will be able to walk; run like my little boy and become master of whatever game we are in. Perseverance and persistence in spite of all obstacles, discouragements, and impossibilities distinguish the strong soul from the weak. These ingredients have made Skol Rwanda, our cover story of this issue, break into the Rwandan market that had a big monopoly several decades. As usual, we have prepared for you a fully fledged 64-page magazine offering not only tips on customer service but on other aspects that can help us grow to become better professionals and people. Enjoy the reading and kindly send us your feedback

PublisherSandra Idossou English Editors Aryantungyisa Otiti - Kinyarwanda Editor: Gaspard Habarurema French Editor: Diana Ramarohetra Marketing Consultant: Bea Umwiza +250 788 304 226 Marketing Consultant: Eva Gara +250 782 029 803 Design & Layout: Grand Edge Creationz +256 712 000 887 ServiceMag Online Editor: Simon Corden PHOTOGRAPHERS CartoonistNdarama Assoumani CONTRIBUTORS, simon <simon@theservicemag. com>, oliver <>, habarurema gaspard <>, Henintsoa Diana RAMAROHETRA <>, Gloria Iribagiza <>, Ben Gasore <bgasore@>, Saul Butera <>, Cartoonist <>, Scenariste Divine <>, Katia Manirakiza <kmanirakiza@>, Joe Nsano <>, Maia Gedde < The following organisations supported us in producing this issue: DiamondBCR, RDB, MTN Platinum: Equity Bank, RwandAir, Radiant Insurance, BPR Gold: Serena Hotel, Akagera Aviation, Nyungwe Forest Lodge, Sonarwa, Soras, Kalaos Media Silver: Gorilla Golf Hotel, Business Partners, Igihe, Drop Water Bronze: Hotel des Milles Collines, Expand, Khana Khazana, The Downtown, Village Weavers, Carlsberg, , , Easy Info, Ol Wonders *The opinions, articles and photos in The ServiceMag and The ServiceMag On-line do not necessarily reflect those of the editor, publishers or their agents. While every care is taken to ensure the accuracy in preparing this magazine, The ServiceMag assumes no responsibility in effects risen therefrom and cannot accept responsibility for accidental loss or errors in articles and pictures. KNOWLEDGE IS POWER

The SERVICEMAG Sept-Nov 2013


your letters Body odor Thank you for the story on Body Odor in the last issue. This is really a serious problem, particularly in shops, supermarkets, restaurants and other public places. I think business owners and managers (in public and private institutions) must give orientation to their employees about basic hygiene and make sure that standards are maintained. I believe this is part of customer care and creating a healthy working environment. You are absolutely right about being honest and telling it as it is - of course with a lot of tact in order not to demoralize the person and to protect relationships. The problem won’t go away if affected people complain and keep quiet. If people are advised however, it will help them to resolve the problem. Tilaye Nigussie <>

Un magazine qui répond à tous nos besoins Je manque simplement de mots pour vous décrire ma joie à chaque fois que je tombe sur votre magazine. Vous et votre équipe avez réussi à créer sur le marché rwandais cette soif trimestrielle que nous avons tous à l’attente de votre magazine. Je voudrais vous suggérer d’ajouter des articles sociaux, cuisine, sport etc pour que ce magazine soit le seul qui réponde à tous les besoins des lecteurs dans le milieu des affaires ici. Bon courage à vous

Maintenez tous vos sites dans les 3 langues J’apprécie énormément votre idée de publier un magazine avec les articles dans les 3 langues de notre pays. J’ai vu que vous avez maintenant créé une page facebook où l’on peut se plaindre des mauvais services et aussi féliciter ceux qui nous fournissent de bons services. Pourquoi cette page n’est qu’en anglais ?

Femmes entrepreneurs Vos articles sur les femmes entrepreneurs sont d’une grande inspiration pour moi. Svp, mettez plus des femmes qui ont commencé avec un background assez modeste pour que tout le monde comprenne que malgré son origine, on peut réussir dans les affaires tant qu’on a de l’ambition.


Compte ya PSF Gasabo GIC Ltd No. 012-1000496 Finabank No. 401-3736635-11 Bank Populaire Share (Umugabane) 1: 10.000Frw Minimum Share (Imigabane mike wagura): 100Shares: 1.000.000Frw N.B: Amafaranga yo kwiyandisha agomba kwishyurwa mbere y’italiki 10/09/2013 Imigabane igoba gutangwa mbere y’italiki 15/02/2014

inyandiko zanyu zose kuko mvuga indimi eshatu.

Serivisi Nziza Mu bigo Nderabuzima Mbega inyandiko nziza! Nifuzaga ko mwayoherereza ibigo by’ubuvuzi byose kugira ngo abantu bumve ko utitaye ku hantu aho ariho hose, abaforomo bagomba kwakira abantu neza.

Gasabo Investment Company Ltd Ltd

Ibigo bine by’ubwishingizi mu nimero imwe

It is everyone’s duty to own Rwanda’s development; The Government of Rwanda justified Public Private Partnerships (PPPs) as an essential tool for promoting the development of quality infrastructure assets and related services in the public domain.

Mbega igitekerezo cyiza cyo guhuriza hamwe ibigo bitatu bikomeye by’ubwishingizi muri nimero yanyu iheruka! Mukomeze mutyo maze mutuzanire ibigo bitandukanye

The Government has envisaged an average growth rate of 11.5% for the EDPRS 2 period, from an annual average growth rate of 8.2% for the last 10 years.

bikora kimwe.

Ikinyamakuru cya mbere kivuga ku bucuruzi mu Rwanda kandi gitangirwa ubuntu Nkunda uko gikoze, amabara ndetse n’amashusho y’ikinyamakuru cyanyu. Igihe cyose mfashe kopi, sinshobora kwiyumvisha ukuntu ikinyamakuru cyiza gitya gishobora gutangirwa ubuntu ku bantu. Ni irihe banga

Ese mwakunze inyandiko tubagezaho? Turabasaba ngo muduhe ibitekerezo kuri:

The SERVICEMAG Sept-Nov 2013

Registration and Operation fee (Amafaranga yo kwiyandikisha): 200,000Frw

Nasomye nimero zanyu ziherutse zose kandi mpora nifuza kureba kurupapuro rubanza abantu beza cyane. Muri nimero zanyu zahise, nababajwe n’impinduka zagiye zikorwa. Nabonaga mushaka kuvuga ku bigo aho kuvuga ku bantu. Ariko nanone nkuko bisanzwe, nkunda




Ubundi buryo bwo kugaraza amashusho ku gifuniko cy’ikinyamakuru?

Such a growth rate will increase GDP per capita from US 644 dollars to US 1240 dollars by the year 2020 with the estimated population of 16 million. That is more than doubling of wealth in seven years. Rwandans have shown in the past that everything is within our hands if we work together.

For More information Contact

In the same spirit, members of the Private sector Federation in Gasabo District in collaboration with the Gasabo District authorities decided to launch a company called GASABO INVESTMET COMPANY (GIC), with the goal to speed up the economic and social development of the Rwandans. Therefore the GIC, set areas of investment in infrastructure (Trading Centers, Housing/ Estate development, etc.), in Energy, ICT, Agriculture, Tourism, Manufacturing etc, starting in Gasabo District with the opportunity to expand National wide as well as East Africa. In the next Seven years, GIC will concentrate on three infrastructure projects: The Gasabo Mall, Construction of Houses for small and middle income people as well as Construction of Warehouses with estimated cost respectively of 40 million USD, 80 million USD and 10 million USD. (Details of each project including the financials projection and return are in development process and this should be shared).

Mr Fabrice SHEMA NGOGA Chairman of PSF Gasabo District Tel: +250-78830 68 78


Mayor of Gasabo District Tel: +250-78830 87 63


In Charge of Investment in Gasabo District Tel: +250-78850 33 23

GIC was launched officially on 19th July 2013, and interested shareholders are still welcome as in the beginning project to build our own capital of 10 million USD. Projects will be implemented in phases according to the availability of fundsIndividuals (Nationals and Foreigners), Companies, Cooperatives, Associations are all allowed to purchase shares in GIC. Gasabo district as an important player and partner for GIC will ensure that every project will be implemented in a proper way and should increase visibility of our district and the wealth of its population.

Email: Web:

The SERVICEMAG Sept-Nov 2013



USING SOCIAL MEDIA FOR CUSTOMER SERVICE 10 Tips for brands using Social Media. By Muthuri Kinyamu

1. Don’t promise what you can’t deliver. Should you outsource the managing of your presence, ensure the people handling the brand understand your business well. Send them updates in real time to ensure they understand exactly what you’re up to. During campaigns, launches and events ensure your digital team is in sync with what the experiential, PR and media agencies handling your brand are doing. Ensure your business has the technical capability to deliver what it promises. 2. Give Timelines. On Twitter, I get replies that sound automated such as “we apologize for the inconvenience and someone is going to get in touch with you shortly” Duh! I want the problem fixed now! Shortly could mean hours, days or weeks to some companies. When responding to complaints give specific timelines, avoid words like “soonest” ASAP or shortly. Say; in an hour, by 4 pm, by close of business today etc. Should it be a problem that requires dispatching a team of technicians or engineers, advise the customers accordingly.

and uncaring. Every business has a group of people who just hate the brand, attention seekers or serial complainers. If you feel some respondents are becoming a nuisance, you may block them. However, before you do that, seek to win their loyalty by handling their issues promptly. 5. Make use of the responses. To avoid repeated questions in future, frequent reviews of the types of questions received enables a brand to identify opportunities to develop its content; i.e. if lots of customers keep asking a specific question, it’s likely the brand isn’t sufficiently explaining, or promoting the answer to that question across its communication channels. Should such issues arise, you may consider using print and TV media for PR to clear out the issue. Add more information on your site or air a commercial specifically to communicate/respond to certain issues that show most prevalence. 6. Provide useful links with information on your website. Once in a while it’s good to share links on your site that have information that could help solve the customer inquiry or complaints. This helps drive customers to the most up-to-date source of information (your website). Tracking these links will help marketers determine how many people are using the content to help answer their own questions.

3. Integrate social media across the whole business. 7. Be prepared for a greater volume of Social media should be viewed more broadly questions. across a business and form part of an organization’s structure. Based on the different kinds of inquiries NINETY FIVE PERCENT OF THE and complaints that you get from the GENERATION Y (WHICH FORM THE BULK varied users/publics on social media, OF CONSUMERS) ARE MEMBERS OF A it’s important to ensure that every SOCIAL NETWORK BEING THEIR PREFERRED department has someone to respond INTERACTION MEDIA. to certain issues that may require specialized attention. The best people to respond to a sales question on twitter People asking questions on any platform are members of the sales team; likewise a (especially Twitter) expect an almost instant customer service question on a help forum response. Brands need to be sure they should be handled by someone from the can deal with any increase in the volume of customer service team. questions. For a mobile operator you need a robust team on social media to handle the 4. Read & Respond. volume of complaints that come in. Should There’s a tendency to ignore certain inquiries. you anticipate an outage/breakdown in your This sends a signal that the brand is unfriendly, service, notify your customers/followers and too busy to handle an inquiry or unsocial give timelines when you expect the service to


ocial networking has become integral to the lives of many. To brands, social media is just another way to talk to, and engage with their customers. To zoom in, African users of social media represent the most influential and economically able section of the population. This number continues to grow especially as access to the Internet makes astronomical inroads even in areas considered remote. Ninety five percent of the Generation Y (which form the bulk of

consumers) are members of a social network being their preferred interaction media. This completely changes the when, where and how brands need to connect and interact with this generation. Customer service is just one area where brands are starting to take advantage of the online channel, given the large array of social tools now available to help them deliver great service. So here are a few tips you could apply if you use social media for customer service for your business.

Deposit and Win lots of prizes

Terms and Conditions Apply For more information visit our nearest branch or 3300


The SERVICEMAG Sept-Nov 2013

be up again. If you decide to use your social media presence to handle customer service, kindly ensure it is well staffed by people who understand your product or service. 8. Have a strategy to deal with complaints and issues . Think about how the brand would deal with complaints in an open forum. There needs to be a balance between what a brand does publicly to be seen to be dealing with a customer’s complaint, and taking the complaint offline to deal with it in full. A tool like ChittyChat on Twitter gives you a chance to engage in a conversation in “private,” allowing you to communicate directly with them instead of using “mentions”. Rather than engaging the angry customer publicly you may DM or inbox them instead. You may also ask for their number so that you take the discussion completely offline. You may also engage the services of your brand loyal/happy customers to help you handle the ‘heat’ and hate by responding behind the scenes and managing your brand reputation. 9. Be consistent. The way a brand responds to customers will be noticed; offer consistent help to similar problems. It is important to train your customer care staff on handling customer complaints appropriately. Being consistent helps other users learn and help the brand build trust with its customers. 10. Be careful about setting a precedent When dealing with a complaint, does your brand really want to offer a refund on a product in full view of thousands of people on Facebook or on Twitter? Do you have a money back programme for customers that aren’t satisfied with the service they received or product they bought? The response you give to complaints in the public domain may set a precedent. Ensure that you don’t create a loophole that people may take advantage of. Providing official answers will help resolve more customer queries and reduce the number of ‘me too’ kind of questions. TSM Muthuri Kinyamu is the Business Director at Social Edge Africa; a social media agency that handles strategy, monitoring, evaluation and management of brands on social networks. Follow his social tweets @KenyanMarketer or email him at



Communication, a path to improve service delivery in Rwanda

Building YOUR brand

By: Gerard Bahenda


wanda is a country with an inspiring story and that is quicklydeveloping quickly. Since last year 2012; many campaigns have been launched both by the Government and the Private sector to improve service delivery after a study that was conducted in 2009 by the Institute of Policy Analysis and Research indicating that poor customer service was costing the country over $ 40 Million annually. Since last year, every organization inside and outside the country in relations with Rwanda, is working hard to improve their services for any stakeholder to feel comfortable and fully satisfied when requiring any service from the country. After one year, the results are promising because every company; either public or private has done its best to improve their service delivery and customer care especially in the business institutions. One thing some organizations tend to forget that is also important in the improvement of service delivery and customer care is communication. Service delivery or customer care is not only about smiling at a person when they come to our offices. Every Public Institution like Ministries, Embassies, Districts,…etc. in Rwanda has a PO Box, website, e-mail, phone numbers and others go up to even having Twitter and Facebook accounts for them to reach a larger public. This is a very good thing because with all these tools they can be contacted easily by all. The sad part is that after an informal research, I realized that only 30% of the public institutions I contacted in the country will reply. I understand that these people working for the Government, are busy working hard to develop our beloved Rwanda but they should always remember that they opened up e-mail accounts, Facebook and Twitter accounts to communicate. They should check these accounts and respond to all enquiries, especially when that person is not from the country, and not used to our old system of never getting feedbacks, when you write to some institutions in the country. This is different in private institutions like business companies because they aim at making more profit and that makes them check their mails and they reply on a daily basis. Does this mean that a better service delivery and customer care is only for private and business companies? “NO”. Public institutions should develop their communication strategy because if we are in a struggle to promote our service delivery and customer care, communication is a tool that we cannot ignore due to its significant contribution to the delivery of a perfect service. All the institutions; public and private, should work hand in hand, share experiences and promote awareness about the necessity of a two way communication in the delivery of a perfect service to our clients in order for us to reach our goal as a country. TSM


The SERVICEMAG Sept-Nov 2013

– what really matters? Anthony Githonga


personal brand is a distinctive quality by which others recognize you. It is something we are to others. Speaking of branding, we get into doing mode immediately, a list of all the

things that we have to do from traditional media to social media, come to mind. However, these are only instruments we use to advance our brand. They should not be confused with our brand; branding does not begin with doing but with being. Who we are influences our brand greatly. What do you stand for? What do people know you for? What comes to their minds when they think about you? That’s the trail of thought that creates a brand. Tread on it! Here is a simple three-step approach to creating your brand: What is my contribution? When we spend time developing ourselves, we begin to do things of value. These things become the offering we have for our customers. They constitute our contribution to them. Begin by listing everything you or your business offers. List qualities associated to you as a leader, your leaders, and your products. That is your contribution to the universe. Everything you are and everything you do. How creative am I? Now that you have listed everything that you are, the next question is huge. What are you best known for? Go on and identify those aspects that set you apart, your creativity, and originality. This is what makes you unique, the things you are better than anyone else is. These things set you apart. They are your unique value proposition.

How do I connect with others? Turn the tables of the answers you provided in question two above. Think like the customer. Customers buy benefits. You sell products. What needs does your unique proposition meet? How do those benefits make the customer feel, think, and do? If you can hack that, you have your brand! Ultimately, branding goes beyond who you are, and what you do, to what the customer feels, thinks, and does. That is the bottom-line. Capture that into a catchy phrase. Others have done it before. Check how theirs sound. It could be “relentless pursuit of excellence”, whichever your key words are. Make the statement stick. Once you have nailed that down, the real work begins. Work backwards from that phrase to what you do, who does it, and how they do it. Have it all sealed with the signature of your brand. Autograph everything you do with those qualities that, as sure as the sun rises, evoke a feeling of endearment to your brand. Simple, but not easy! We build brands when we make connections with others. We do it when we connect creatively with our unique contributions. TSM Anthony Gitonga is a Leadership Author, Speaker & Coach and Chief Executive, Lead Consulting.

The SERVICEMAG Sept-Nov 2013



x EO, e l A ,C f o h t i k w KOLE Ban A Q &NYANpment ) KA velo (BRD De anda Rw in pursuant also to valuable feedback from our clientele.

What is BRD celebrating after marking its 46th year in service? We are celebrating achievements registered during the past 46 years of BRD existence being at the forefront as the financing arm of national development. Over the years, we have financed successful projects that have highly impacted on the socio-economic growths in all sectors of the Rwandan economy. We are celebrating the success of our mutually beneficial partnerships (BRD and its clients). This year, in celebration of our 46th Anniversary, we organized an inaugural three day Mini- Expo that run from 12th to 14th August, 2013; and we were honored with exhibitions by some of our clients Inyange Industries, Urwibutso Enterprise (Nyirangarama), Crystal Bottling Co. Ltd, East African Granite Industries, Trust Industries Ltd, Kinazi Cassava Plant, Rugali Ltd (Kinyinya Farm). The exhibition was a success and we achieved our objectives. In collaboration with PSF, we seek to grow it and include a large number of other projects from all sectors of the economy.

Are your customers happy with your services? Yes they are. BRD is renowned for its excellent customer care, and over the past few years we have prioritized capacity building for our employees in the area of service delivery

UNITY CLUB to construct houses for orphaned children, and also bankrolled the Rwanda Golf Cup and the Liberation Day Tennis tournaments.

What is BRD’s next focus for the coming years?

Just recently, we held a Corporate Breakfast on 19th August, 2013 at Hotel des Mille Collines - not only in in appreciation of our clients – but primarily to have an interactive discussion with our clientele on how to improve our service delivery. We highly value the voice of our clients.

This year we invested USD 75 million in various projects of the Rwandan economy, and our focus is on maximizing its impact in developing special financing programs for key priority sectors and leveraging the development of SMEs and Microfinance services.

Most of the feedback we get from our clients is that they are happy with our services, and we are committed to upholding the set standards in provision of quality customer service.

Our overall commitment still remains provision of quality customer service and fostering partnerships with our esteemed clients.



n 5th August, 2013 Development Bank of Rwanda (BRD) officially turned 46 years, and in celebration organized a series of activities to mark its anniversary. Among these included an inaugural three day Mini- Expo that run from 12th to 14th August, 2013 held in collaboration with BRD partners mainly comprising of the projects it financed, and have had significant impact on the socioeconomic development of Rwanda.

In appreciation of its clients, BRD also held a Corporate Breakfast on 19th August, 2013 at Hotel des Mille Collines that was attended by invited guests comprising of a selection of BRD clientele in an interactive discussion with BRD staff on BRD’s 46th anniversary achievements and the way forward.

Some of the exhibitors included Inyange Industries, Urwibutso Enterprise (Nyirangarama), Crystal Bottling Co. Ltd, East African Granite Industries, Trust Industries Ltd, Kinazi Cassava Plant, Rugali Ltd (Kinyinya Farm).

The Chief Executive Officer of BRD, Alex Kanyankole, reaffirmed BRD’s commitment to provision of quality customer service and fostering partnerships with its esteemed clients in the drive to achieving national development and Vision 2020.

The exhibition also served as an opportunity for these projects to meet,

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As the newly appointed CEO of the bank, what are your plans for the bank? BRD has registered tremendous growths in the recent past, and I look forward to consolidating the upward trend especially in growing the banks’ portfolio and improving ICT usage in service provision in line with Vision 2020.

6th Anniv

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Mr. Alex Kanyankole (Middle) CEO of BRD cuts the cake with other BRD staff!

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In support of EDPRS 2, BRD will play a big role in intensifying support to the private sector growths at the forefront of economic growth and poverty reduction.

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The SERVICEMAG Sept-Nov 2013




Managing your Customers’ Expectations


By Maia Gedde

By Tazim Elkington


elf-confidence, self-esteem, self-worth and self-value are ongoing themes in society today. I doubt that these ‘self’ issues were as hyped a few decades ago. With the evolution of the global playing field and the technology explosion, we are now living in a world that is not as kind to those lagging behind where being ‘progressively hip’ is concerned. The competitive world we now live in brings up issues such as ‘Am I good enough?’ or simply ‘Am I enough?’ What constitutes a self-confident person? A person who oozes self-confidence does not need or require external assurance or feedback on who they are. This type of person believes in him or herself and what they stand for. Their expression has surety and their stance is clear and concise on what works. Where does confidence come from? For a child; it is both internal and external. However as one grows older, it is internal. Psychotherapy tells us that all our issues are a result of our past and childhood experiences which cause us to become the people we are. That is rather obvious but as adults we do not have much time to discuss ‘a past’ that cannot be changed? All we can do now is get a grip of the past, understand and find what we can learn from the past. Changing one’s perception towards an experience/s moves one into ‘Acceptance’ that it is what it was then gets you to start managing yourself from a different perspective. From

this space one can now deal with the personal drawbacks that need to be addressed. Changing one’s behavior and attitude can ONLY happen when one consciously chooses to examine, accept and think differently. Let’s consider possible solutions that get one out of the quagmire of these ‘self’ issues that are limiting and shoot a hole through the quality of life one has the potential to live. Identifying one’s setbacks is a start. What is it that stops you from expressing your thoughts, ideas, opinions and stating what you really feel? Are you afraid that someone may shut you down, or think you are not as smart as you would like them to think or that you don’t feel you have good ideas to share? Is it possible that you have an issue with what we define as ‘rejection’ or do you work in a space that does not allow self-expression? Are you surrounded by people who think they know more or portray their level of intelligence in a condescending manner? These are the initial questions to ask one-self in order to start walking a different road. We live in a fast paced world where creativity and talent is at its height, however if you do not take the opportunity to ride the wave you will be left behind. Being bold and forthright is an art that must become part of each person’s very own fiber. Challenging the so-called norms, questioning what you disagree with, stating your opinion are the first signs of taking your rightful position in this globally spinning world. No point in waiting for someone to push ‘PLAY’ on your life…. the remote of your life is in your hands. Go for it, right here, right now!!! TSM The Indian Black Butterfly is a Paradigm Shifter, Trainer, Writer, Speaker and Poet Twitter: @telkington


magine you are the customer, you take a report to the printers that you need urgently, that afternoon, by 5 p.m. at the latest. You arrive at the printing house, its midday. It is very busy, several large jobs are running. Sales assistant one comes to help you. He senses your worry. Yes they do have a lot of work on, but he doesn’t want to disappoint you. He tells you exactly what you want to hear. “Yes yes, we can do it straight away, I will personally take charge, you will be the priority. Leave it with me! I will have it ready for you in half an hour.” You feel relaxed now, phew! Sales assistant two, on the other hand, is more realistic. She knows the machines will be in use for at least two hours. Add the other print jobs in the pipeline, paper jams and it could be at least 3 hours until your report is done. She adds on an extra hour contingency for power cuts to make sure she can deliver within the promised time. “We are very busy, but I will do my best to get it to you by 4 p.m. Give me your number and I will call you when it is done”. With sales assistant two, you leave a little less happy than in scenario one. But it is what actually happens next that counts. In scenario one, you return in half an hour. Your print job is not yet done. There is no way that it could have been done, the machines are busy. “Just wait a few minutes” you are

told. Finally, an hour and forty five minutes later, at 2.15 pm after several bouts of anger and wasted time, you get your report. But you are not a happy customer. “What a terrible company” you tell your friends over much needed drinks that evening. In scenario two, you are not expecting the report until 4 p.m., but at 3 you get a call informing you that the report is ready. There were a few hiccups, paper jams, power cuts, but not as many as had been accounted for. In your mind, the company exceeded their promises, all went smoothly. You pick up your report by 3.15 pm. You will be back again soon to print your next reports. We all frequently fall into the trap of promising things we can’t deliver - or can if all runs smoothly, which it rarely does - whether it’s about quality or time, because we know it is what you want to hear, and above all, we want you to be happy. Inevitably this leads to disappointment, whether it’s for our customers, colleagues, friends or partners. Instead of being someone who always disappoints, be someone who over-delivers. Be more realistic about your deadlines delivering higher quality ahead of time. This may not always be easy but by managing your customers’ expectations, you will succeed to please them and keep them. TSM

The SERVICEMAG Sept-Nov 2013




Êtes-vous performant? Par Jean-Pierre Lauzier


Kongera uburyo bwo kwakira neza abakugana bishingiye ku myumvire n’imyifatire.

a confiance en soi est un ingrédient essentiel à toute réussite. Plus votre confiance et votre estime de vous-même sont fortes, plus vous êtes motivé, performant et efficace. Et ce, dans tous les aspects de votre vie, tant au niveau professionnel que personnel. C’est votre estime de soi qui vous permet d’oser sortir de votre zone de confort, de faire les choses différemment, de persévérer et de chercher à vous dépasser, autrement dit, à vous propulser vers l’avant dans la réalisation de vos rêves et de vos objectifs. Pour avoir une solide estime de soi et une grande confiance en soi, vous devez vous sentir valorisé, c’est-à-dire avoir la sensation que vous êtes quelqu’un d’important, qui a beaucoup de valeur et qui est aimé et apprécié. Il faut être prudent avec la confiance, car elle peut devenir de l’arrogance: la ligne est mince. Autant la confiance peut vous propulser vers les plus hauts sommets, autant l’arrogance peut vous couler profondément.

Byanditswe na Idossou

Les 3 éléments de valorisation


imwe mu bibazo mpora mbazwa ni ukumenya niba imitangire ya serivisi itera imbere mu Rwanda. Si ugushidikanya ko ibigo byinshi muri iyi minsi bitanga amahugurwa y’ibanze ku mitangire ya serivisi ku bakozi babyo, ariko hatabayeho guhindura imyumvire ayo mahugurwa yose yaba imfabusa. Imitangire ya serivisi ishingiye cyane cyane ku myumvire, ku myifatire ndetse n’ubumenyi. Mu bukungu bwo muri iki gihe, abatanga serivisi bakeneye kongera ubumenyi ndetse n’imico myiza kugira ngo barusheho kwita ku babagana. Imyitwarire yo gufasha abandi iva ahanini ku mutima wo kwakira neza mu gihe amahugurwa aba agamije kongera ubumenyi mu kubikora. Igihe kimwe mu gihe cyahise, ubwo ninjiraga mu duka riri mu mujyi, umukobwa yariho atunganya inzara bityo bituma ashaka kurangizanya najye vuba kugira ngo abone uko akomeza gutunganya inzara ze. Ikindi gihe nagiye kuri sitasiyo mpakirirwa neza cyane ku buryo kuva ubwo ariho nerekeza iyo nshaka esanse nubwo hari izindi sitasiyo ziri hafi y’iwanjye. Itandukaniro riri hagati ya serivisi mbi n’inziza iteka ni ijambo rimwe gusa: imyitwarire, nkuko Winston Churcill agira ati: “imyitwarire ni akantu gato kazana itandukaniro rinini.” Imyitwarire myiza ishobora kugereranywa n’umutima ukeye kandi ufasha ugaragariza ukugana. Ni gute tubona umukiriya? Tumubona nk’umuntu uje kudutesha umutwe cyangwa utuzaniye amafaranga? Byose biterwa n’uko tubibona kuko imyumvire myiza mu gihe cyose ifasha utanga serivisi kurema ubucuti n’abakiriya.

buke bw’abatanga serivisi. Abantu benshi ntabwo barashobora guhuza abakiriya ndetse n’imishahara maze bakaba aho bategereje gusa imishahara batitaye ku kuntu amafaranga abonekamo mu mpera z’ukwezi. Imyitwarire izahinguka igihe abatanga serivisi basobanukiwe n’akamaro ka serivisi nziza ku bwabo. Kwakira neza abakugana bifitiye akamaro n’abantu batanga serivisi. Aho ni ho imyitwarire itangirira guhinduka, kumva ko niba dutanze serivisi nziza turi aba mbere bizanira inyungu. Turamutse dukomeje kwemerera imyitwarire mibi kubatugana, umuyobozi, mugenzi wacu, umushahara cyangwa n’ibihe kutuyobora, tuzaguma dufungiwe mu myumvire mike n’imyitwarire idahwitse. Umuntu utanga serivisi afite imyitwarire myiza azahora ashaka gufasha kabone n’aho yaba adafite ibisubizo byose. Mu gihe atabashije kugufasha azakubonera undi ushobora kubikora. Ku rundi ruhande ariko, umukozi ufite imyitwarire mibi azabona ikimusaba ubufasha nk’ikintu kibangamiye akazi ke. Ikintu cyiza mu bijyanye n’imyumvire ni uko twese tutaremwe kimwe. Duhitamo uko twitwara. Imyitwarire ni twe tuyitegeka. Igira ingaruka ku bantu bose duhuye nabo. Imyitwarire yacu ishobora kutubera amahirwe akomeye cyangwa ibyago bikabije. Turamutse dufashe umwanzuro wo guhinduka, dushobora kubona impinduka mu mibanire yacu n’abakiriya ndetse no kumutungo twinjiza. “Imyitwarire nta kindi uretse akamenyero k’intekerezo zacu, akandi kamenyero gashobora kwiganwa. Igikorwa gisubiwemo gihinduka imico.” Byavuzwe na Paul Myer. Mureke twese twiyemeze uyu munsi kugira imyitwarire myiza kubwo impamvu z’ibyo dukora ndetse n’igihugu cyacu. TSM

Zimwe mu mpamvu z’imyitwarire mibi zishobora kuboneka mu bushake 16

The SERVICEMAG Sept-Nov 2013

Se sentir valorisé ne se mesure pas par un oui ou par un non, c’est plutôt une notion relative, c’est-à-dire que la valorisation peut être augmentée ou diminuée en tout temps. Quand vous étiez jeune, vos parents ont certainement eu une grande influence sur votre niveau de valorisation. Mais maintenant, il est de votre responsabilité de voir la faire progresser. Alors, quelles sont les actions à entreprendre pour améliorer votre propre valeur et ainsi augmenter vos chances de réaliser vos rêves et atteindre les objectifs que vous visez? Votre valorisation provient de trois éléments : de l’intérieur de vous-même, des autres envers vous et de vous-même envers les autres. Analysons ces trois sources de valorisation. 1. De l’intérieur de vous-même : votre valeur grandit quand vous accomplissez des travaux qui vous passionnent, qui vous stimulent et que vous trouvez intéressants. . Pourquoi est-ce ainsi? C’est parce que vous n’avez pas l’impression de travailler aussi fort, les tâches sont moins fatigantes, vos sacrifices sont plus acceptables et, comme résultat, vos efforts vous poussent à vous dépasser. Étant donné le niveau de concentration et d’intensité que vous y mettez, il vous est beaucoup plus facile de persévérer pendant des heures dans ce que vous entreprenez. En conséquence, vous obtenez des résultats beaucoup plus percutants et vous êtes ainsi beaucoup plus fier de vous. 2. Du comportement des gens envers vous : l’opinion favorable des per-


sonnes que vous côtoyez contribue grandement à faire grandir votre « estime de vous-même ». Qu’il s’agisse du milieu professionnel que personnel. Est-ce que votre entourage vous fait confiance, vous motive, vous remercie et vous soutient dans vos actions? Plus les gens qui vous entourent vous expriment leur considération par de bons mots, par des remarques constructives et par une attitude positive, plus cela contribue à vous sentir valorisé. Lorsqu’une personne : • vous encourage • passe une remarque d’appréciation sur vos bons coups, • vous félicite non seulement pour vos exploits, mais aussi pour les petits gestes que vous faites, • vous écoute avec empathie, • vous estime et vous aime avec sincérité, etc 3. Votre propre comportement envers les autres : si l’approche, qui est citée précédemment est bonne pour les autres, elle est également bonne pour vous, comme il est important que vous agissiez de la même façon envers les gens. Plus vous valorisez les autres, plus vous vous sentez vous-même valorisé, car vous contribuez à aider quelqu’un à devenir meilleur et plus heureux. Prenez comme bonne habitude d’encourager ceux qui vous côtoient et faites-vous un devoir de toujours leurs exprimer votre appréciation. A présent, passez à l’action ! Il est rare de rencontrer des gens qui ont développé l’habitude d’encourager et de féliciter régulièrement les autres avec sincérité parce que l’être humain est plus enclin à critiquer négativement, provoquant ainsi un effet contraire à la valorisation. Quand une telle situation se présente, vous devez vous questionner, procéder à une sérieuse prise de conscience et à une profonde réflexion afin d’évaluer l’impact négatif causé par ces critiques à répétition, surtout si vous êtes en position d’autorité. Donc, voici un plan d’action qui vous permettra d’augmenter votre valorisation et assurer la réalisation des projets qui vous tiennent à cœur : 2. Faites ce qui vous passionne, ce qui vous stimule et vous excite, 3. Chaque fois que vous en avez l’occasion, faites-vous un devoir de contribuer à augmenter la confiance de quelqu’un de votre entourage. Écoutez-le, encouragez-le et aidez-le à travers votre expertise, 4. Diminuez le nombre de vos interactions avec les gens qui sont négatifs ou n’acceptez plus de commentaires négatifs qui détruisent votre existence, car ces gens vous soutirent votre énergie. Étant donné que vous avez pris le temps de lire ce texte en entier, vous faites partie des gens qui ont un désir de s’améliorer. Mais ce qui fera vraiment la grande différence dans votre vie et dans celle des gens qui vous entourent, c’est de passer à l’action. TSM L’auteur est un conférencier, coach et formateur chez JPL Communications Inc.

The SERVICEMAG Sept-Nov 2013



HOSPITALITY PERSPECTIVES Re p u t a t i o n o f S e r v i c e E xc e l l e n c e

Hospitality Perspectives is intended to give you practical tips for service improvement. This article is a continuation from the previous issue (Issue 14) of The ServiceMag. In the first part of this article, Jerry Were covered the 5-Prong Dimension of hospitality service excellence, which directly impact and determine customer satisfaction: Policies, Products/ Services, Premises, Processes and People. Read on for more tipsPerformance Measurement Continuous measurement of performance is a crucial factor of guest service excellence by: • Making sure that your hotel/lodge is on the right direction in achieving service excellence • Identifying strengths and areas of improvement • Identifying guest needs and expectations • Developing an action plan to implement improvements and fulfill guest needs and/or even exceed their expectations • Ensure sustainability in customer service improvement 1. Pillars ( Back to Basics) The second formula lies in understanding the basics, which are the building blocks of an experience that will eventually make your guests give you a nod of approval and say ‘Wow!.’ Understanding the basics starts with appreciating the fact that Service Excellence is an attitude that needs to be engrained in every department a nd section within your hotel and it begins and ends with all the team members, from the gatekeeper and gardeners to the General Manager and beyond. It requires more than a streamlined customer service department. Excellence, according to us is a consistent, premium service at every pass set by a service oriented tone that drives our lodge at every level. Regardless of their position in the lodge, all staff


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members at Nyungwe Forest Lodge are integral to creating a culture of service excellence. We all fully appreciate the fact that service attitude that permeates all levels can only exist when everyone is engaged in learning, understanding, and applying service standards in their daily work. | 6300

By Jerry O. Were

RAIN FOREST WONDERLAND Close encounters with free roaming chimpanzees and extraordinary bird life, explore one of many walking trails or take an exhilarating guided canopy bridge tour above the Nyungwe National Forest. For something more tranquil, why not unwind in the many comforts offered by this award-winning lodge, indulge in a spa treatment, savour a glass of wine and a great novel on the terrace overlooking the timeless forest; or take in your surroundings from the heated rim flow pool at the only 5 star lodge in Rwanda.

Our Basics: • • • • • •

An inviting sense of arrival Random acts of Kindness VIP Personalization Crisp conduct and Language Memory maker’s mentality Team work.

2. Service Recovery (Last chance) The third and last formula is to always strive to generate a following of raving fans from dissatisfied or unhappy guests who feel that their expectations have not been met. Service recovery refers to the actions of management and staff in response to service failure or guest dissatisfaction. The objective is to maintain the business relationship with the guest. This argument is based on the premise that customer satisfaction ensures customer loyalty, repeat business, great social media reviews and positive word of mouth communication. The key to successful service recovery lies in creating an environment where employees feel prepared and empowered to handle whatever comes their way. Only when employees feel confident, prepared and empowered will they be able to view a complaint as a true gift. This could be through very simple actions that will be discussed later on in this column. At Nyungwe Forest Lodge, everyone is responsible for service recovery and we have put a process in place to train and coach our frontline staff on service recovery opportunities.



The writer works as General Manager, Nyungwe Forest Lodge/Rwanda Hospitality Operations Manager

Central Reservations T: +27 (0)41 509 3000 E:

conserving a vanishing way of life The SERVICEMAG Sept-Nov 2013




By John Kageche

Why do you dress?” I usually ask participants during my workshops. Almost always, there’s an awkward silence, and then the answer follows to rub home the absurdity of my question “To cover ourselves, of course!”

“Really?” I press. “So why not wear skin then?” And they realize there must be something I’m driving at. Slowly a hand goes up and admits the truth: “We dress to look good; or impress; or feel good about ourselves; or to suit the occasion; or…” There is always an emotional aspect attached to dressing. Why else do we ask our significant other, “How do I look in this?” or, say, “I don’t feel good in this?” or, “I was told red suits me”, or such other sentiments? These sentiments are the real reasons we dress. And the truth is we won’t readily admit this to a stranger-least of all a salesperson. When you buy a shirt it is not because you want to cover yourself! Likewise, when selling a product or service the prospect doesn’t buy it because he wants to “cover” himself. He buys it because it makes him feel good, or because he was told it is good or he sees it as solving a problem he has. Drumming your presentation on how the shirt will cover his back and torso and has sleeves long enough to cover his arms won’t get you very far. Crafting your presentation around how he will look, what his peers will say, or how it will make him feel will more likely sink home. People buy benefits, not features; the former are emotional and must be unearthed through the salesperson’s presentation if he is to make a long term mark on the prospect. Unearthed because, just like it takes time to admit to strangers why you are clad the way you are, it takes time for the prospect to warm up to you sufficiently enough for you to understand how your product benefits him. As obvious as this seems, today I still see salespeople selling the features of their product or service as opposed to the benefits. For instance, telling me that the account you are selling me has free standing orders means nothing to me; telling me that with it I’ll be able to pay my rent, DStv subscriptions and other bills at no cost or effort, paints a picture I can relate to; insisting that the I place a sticker advertising your mall will probably bounce off me; informing me that with that sticker I get free parking in your mall and any other mall touches me; the hawker who tells you to buy the dark glasses because they compliment the colour of your skin will most likely get a sale from you than the one who pushes them in your face. For some reason we rarely say what we really want or mean. The challenge for the dynamic salesperson is to find out how his or her product or service matches the needs of the client and then show this. Those adept at it will do so without mentioning the features at all. For instance, “this printer will fit well into your busy schedule. You don’t need to spend time standing over it. You need only to email your work to it in the manner you like it to print and it will do so in a quarter of the time it currently takes you, and with three times the clarity you currently enjoy. It’ll even bind the work and send a text message to notify the person concerned to collect the work from the printer. The savings in time you make will astonish you. It will feel as if your day just gained another 4 hours.” Compare this to: this state-of-art digital printer has 1440dpi, 200 cpm and has 512MB of RAM. It has a 7000 duty cycle and integrated wireless, for use among several wirelessly connected computers plus standard and optional feed and multipurpose trays.... Huh? TSM The author is a Lead Facilitator at Lend Me Your Ears, a speech writing and sales coaching company.


The SERVICEMAG Sept-Nov 2013

Motivating your team for improved service delivery By John Kageche


hrow out the window all the theory you have heard about good customer service; do away with naming and shaming and committees to motivate staff to improve service delivery; my suggestion is - hire nice people – period. Transfer the budgets for perks and incentives, to budgets to attract and retain nice people. Changing people is not easy and not the raison d’être for most businesses. Any employer will tell you the biggest challenge they face is getting good staff. If in doubt, start your own business and witness this for yourself first hand. With such odds against one, and good customer service being such a key aspect of business, why not just hire nice people? Consider the numerous benefits this brings: you save on costs associated with trying to change people; as a business you focus on your core purpose and therefore become more productive, give a much better customer experience and consequently grow faster and make more profits and open more branches and hire more people and the good news continues. Simplistic? Maybe. Far-fetched? No. Marriot is almost hundred years old and is a diversified hospitality company spanning hotels, theme parks and airline in-flight food service. In its management philosophy the founder says, ‘Marriott’s business is serving people with good food, nice places to sleep and interesting places to meet, relax and have fun.’ Marriott Corp. says, “we don’t train our people to be nice, we just hire NICE people!” Andy Lansing is president and chief executive of Levy Restaurants, Chicago. Levy Restaurants is an innovative

and award-winning food service company. To the question, how do you hire? and what do you look for? Andy says, “I have a pretty nontraditional approach to hiring. I hire for two traits — I hire for nice, and I hire for passion…The reason is that the most important thing to being successful at this company is to be nice. And if you’re not nice, this is the wrong company for you. It doesn’t mean that there is something wrong with you, it just means that our cultures don’t align, and there are great places out there for you, but this is the wrong one.” Critics will say that nice people are sensitive and over time angry customers will wear them down. True, nice people are usually sensitive; true also that truly angry customers are not the order of the day and would not normally be angry when receiving excellent service. In fact, the kind that really get underneath your skin and fester there like a boil, have statistically been found to be at less than 1%. Motivating a team for improved service delivery presupposes that the members in the team want to improve. Those who’ve been down that road have learnt the hard way that it’s an uphill task and chances are that you won’t reach the top of the hill. On the other hand, motivating the naturally nice and passionate team members to attract more of their kind, translates to a culture of being genuinely nice to customers and an automatic improvement in service delivery. What do you think? TSM The author is a Lead Facilitator at Lend Me Your Ears, a speech writing and sales coaching company.

The SERVICEMAG Sept-Nov 2013





Contrôle de Qualité des produits Chinois en Afrique

Byanditswe na Anthony Gitonga

Par Eddie Heh



e dois commencer cet article par un coup de gueule. J’ai du mal à m’habituer à l’image de l’invasion chinoise dans les marchés et rues africains. Des Chinois qui exercent les petits boulots qui sont censés être pour les locaux m’insupportent. Au lieu de se concentrer sur les grands chantiers ou des métiers techniques nécessitant une grande expertise, ils sont aussi des revendeurs de babioles à 10 balles dans nos marchés, ils sont chauffeurs, maçons, manutentionnaires, vendeurs de brochettes, voire même … mendiants !!! Cette invasion est tout de même inquiétante surtout que cela ne semble point inquiéter nos autorités. Il est vrai que la mauvaise qualité des produits déversés sur le continent inquiète plus d’uns. L’Afrique est devenue la poubelle des Chinois. Que ce soit à Lagos, Kinshasa, Dakar ou Johannesburg, les produits chinois de mauvaise qualité ont envahi nos étalages et nos maisons. Où sont les organismes de normalisation ? Aujourd’hui, acheter une pâte dentifrice, un jouet, du lait, un habit, même dans un supermarché, s’avère être un risque quotidien que prennent des milliers de consommateurs Africains. L’on se demande pourquoi ces produits ne passent pas par un organe de contrôle. Au Ghana ou au Rwanda, le bureau du contrôle de qualité semble exister mais peut on être rassuré de la qualité des produits trouvés dans l’ensemble des marchés et boutiques de ces pays ? Face à cette situation d’impuissance des consommateurs, nos marchés sont devenus la poubelle de la Chine probablement aussi à cause de la cupidité des marchands africains qui vont acheter


The SERVICEMAG Sept-Nov 2013

des produits de mauvaise qualité. En sachant que le manque de moyens n’est pas une excuse en soi. Lors de ma première visite en Chine, j’ai été surprise d’apprendre l’histoire des 3 types de qualité de tout produit exporté de la Chine. La première qualité est celle exigée par les grandes marques occidentales. Le deuxième niveau de qualité est souvent pour les produits consommés en Chine même et le troisième est celle envoyée en Afrique !!! Les consommateurs peuvent accuser la cupidité et la médiocrité de nos dirigeants qui ne font rien quand les produits de mauvaise qualité sont déversés sur le continent. Evidemment, ceci est favorisé par le manque de contrôle de la qualité des produits importés. Le dumping en important des marchandises de mauvaise qualité dans les pays africains exige que les pays africains, eux-mêmes, mettent en place des normes d’importation qui préservent à la fois les intérêts de leur pays et de leurs consommateurs. A-t-on, en effet, dans nos pays des organismes de normalisation qui définissent des normes pour la pénétration des produits dans le marché africain ? Quel est le rôle de la douane par rapport à ce fléau ? C’est aux africains de prendre leurs responsabilités et d’imposer des normes de qualité à tout produit devant entrer dans le continent, comme le font d’ailleurs l’Europe et les Etats Unis … Pourquoi pas chez nous ? TSM


u gihe ibigo byinshi bishaka gutanga serivisi zinoze ku bakiriya babyo, birababaje ariko ukuri ni uko ugomba kwemera ko amakosa abaho. Kuri uru rwego rero ni byiza gufata wamukiriya wijujutiraga serivisi yawe ukamukuramo umukiriya uhora akugana. Bihora bivugwa ko ibibazo by’abakiriya ari nk’amakayi twigiramo. Ibibazo mu by’ukuri bidufasha kumenya ibikeneye gukosorwa kugira ngo tubyiteho. N ibyo soko nziza yo gukosora amakosa yacu. Umukiriya utugejejeho ikibazo aba atweretse ikitagenda neza. Hari abakiriya benshi bazagenda ntacyo bavuze kuri serivisi nziza bahawe ariko bakabibwira abandi bantu 10 nabo bazagenda bakabibwira abandi. Tekereza uko bazakumenya! Ariko na none hari benshi mu batanga serivisi batuma ibibazo byiyongera mu bakiriya batabizi. Ibi ni bimwe mu byatuma mubikemura mu buryo bwiza. 1. Umukiriya ahora afite ukuri! ( kabone n’ubwo yaba ari mu makosa), ni byiza kumva ko nta mpamvu zo guharira n’umukiriya. Ubushakashatsi bugaragaza ko abakiriya barindwi ku icumi muzongera gukorana nuramuka wakemuye ikibazo mu buryo bunoze. Kwakira amagambo wakoresheje kera bishobora gutuma unesha igitero. Nyamara ariko nubwo uba wanesheje igitero, hari amahirwe ko wazanesha urugamba. 2. Jya wita ku bibazo Ibi bisobanuye kureka umukiriya akavuga utamuciye mu ijambo. Ntukibwire ko uzi ikibazo. Bumwe mu buryo bwo kwereka umukiriya ko wumvise ikibazo cye ni ugusubiramo cyangwa ukavuga mu bundi buryo ikibazo cye. Urugero: “icyo numvise uvuga ni uko amabara y’ibyo wadusabye ntabwo ahuye n’ibyo twemeranijweho. Niko bimeze?”

3. Saba imbabazi Yaba ikibazo cyaraturutse kuri wowe cyangwa undi muntu muri icyo kigo, aba ari ikosa ry’ikigo kandi uba ugihagarariye. Ugomba kumva ko ikibazo ari icyawe ukagisabira imbabazi. Ntukigere ushaka kugishyigikira cyangwa kugisobanura. Umukiriya ntabwo aba yitaye kuwabikoze cyangwa uko byagenze kugira ngo serivisi itangwe nabi. 4. Tanga igisubizo Impamvu nyamukuru umukiriya akuzaniye ikibazo ni uko ashaka igisubizo. Impamvu nyinshi ntabwo zikemura ibibazo. Muhe gusa igisubizo gishoboka. Nkuko Donald Porter avuga ati: “abakiriya ntabwo baba bibwira ko utunganye. Bibwira ko wakemura ibibazo iyo hari ibitagenda neza.” Kubijyanye n’ikibazo nagiranye n’icapiro, nagize amahirwe yo kuganira n’umuyobozi wari uzi cyane umwuga we bityo anyemerera gucapa ibintu byanjye byose. None ubu, nahindutse umutanga buhamya wamamaza iryo capiro kuko nziko igihe bibaye nabi, bashobora kubikemura. 5. Shimira umukiriya nyuma yo kuganira Kubera iki? Kubera gusa kuganira ku kibazo, abakiriya bawe bakubwira bati: “ntewe impungenge n’ubucuruzi bwawe” baba baguhaye amahirwe yo gukemura ibibazo kugira ngo babe bakomeza kukugana. Bashimire kuba baguhaye andi mahirwe. Iteka gerageza gukosora ikibazo kuko gukemura ikibazo icyo aricyo cyose bifitiye akamaro kanini ikigo cyawe, kandi ugerageze guhamya ko bitazongera. Ibibazo byakagombye gufasha ikigo cyawe gushaka ibindi bikorwa bisobanutse kugira ngo mukorane mu buryo bwiza. TSM

The SERVICEMAG Sept-Nov 2013


feature je veux les aider à résoudre leurs problèmes, à offrir un meilleur service, à augmenter leur productivité, etc. Je crois que mes clients sentent que je veux les aider et non pas que je tiens seulement à leur vendre quelque chose.

dans presque tout.

veux que tout le monde gagne (excepté mes concurrents).

7) Je fais tout en donnant mon 110 %. Je transpire lorsque je travaille et je transpire lorsque je danse. 100 % est le standard minimum acceptable. Si quelque chose vaut la peine d’être fait, je donne tout ce que je peux

Le premier élément qui saute aux yeux lorsqu’on lit le texte de cette vendeuse, ce n’est pas le fait qu’elle a une technique 3) La confiance, mais pas de l’arrogance. Je particulière pour fermer des ventes ou qu’elle sais que je peux accomplir ce que est une personne qui répond de je décide de faire et je suis prête façon exceptionnelle aux objections, à travailler fort pour atteindre mon ce n’est pas non plus la prospection objectif. Je crois en moi et en mes qui arrive en premier lieu. Ce sont QUAND UNE PERSONNE PROGRESSE RAPIDEMENT capacités. Mon slogan est : « Ils SES QUALITÉS HUMAINES qui DANS SON TRAVAIL, C’EST GRÂCE À 15% DE SES peuvent, ceux qui croient qu’ils la distinguent de tous les autres peuvent, et moi je crois que je vendeurs et qui désemparent ses CONNAISSANCES TECHNIQUES ET À 85 % peux ». concurrents.


4) J’aime les gens et les gens m’aiment. Habituellement, les gens m’aiment immédiatement. Je ne suis pas menaçante et je ne suis pas perçue comme une « vendeuse nonchalante ». Je suis capable de bien m’entendre avec TOUS. Je n’essaie pas d’être du même « genre », mais plutôt d’être « comme » eux.

Votre repose sur le développement de vos qualités


humaines Par Jean-Pierre Lauzier


ouvent, les gens accordent beaucoup d’importance à l’aspect technique de leur profession, mais selon une étude de l’Université Harvard, quand une personne progresse rapidement dans son travail et obtient une promotion, la raison est due à 15 % de ses connaissances techniques et à 85 % de ses qualités humaines. Dans les universités, on nous enseigne plusieurs techniques reliées à notre domaine d’expertise, mais pourquoi n’y a-t-il pas de cours sur l’importance d’avoir une attitude positive, de faire ce qui nous passionne, d’aider les autres, d’être intègre en affaires, etc.? Il va de soi que des cours sur ces aspects amélioreront grandement la performance et l’efficacité du travail et des relations.

compétences techniques et posent très peu de questions sur les éléments humains, à savoir si le produit ou le service qu’il vendra le passionne, s’il est excité à l’idée d’aider les autres, s’il est intègre, etc. Pourtant, un employé qui fait un métier qui le passionne et qui répond vraiment aux besoins de son client (patron ou consommateur) apprendra beaucoup plus rapidement et produira plus qu’un autre qui n’a pas le feu sacré et qui ne travaille que pour le salaire.

Dans la vente, c’est la même chose. La plupart des cours sont consacrés aux approches de vente, c’est-à-dire aux façons de faire de la prospection, de répondre adéquatement aux objections, de fermer une vente, etc. Il est vrai que les aspects techniques sont importants, mais il ne faut pas négliger l’aspect humain qui devrait être placé au premier rang, car c’est là où la différence devient inestimable.

Dernièrement, j’ai rencontré une vendeuse exceptionnelle et je lui ai demandé les dix caractéristiques principales reliées à son succès. Chaque personne est différente et il est bien évident qu’il n’y a pas qu’une seule recette pour le succès. Cependant, je crois que le point de vue de cette vendeuse à succès vous démontrera que ce n’est surtout pas par chance qu’elle s’est retrouvée au sommet. 1) Une attitude positive contagieuse. Je crois que je suis bénie parce qu’il n’y a que des choses positives qui vont m’arriver dans la vie. Je crois sincèrement que des choses positives m’arriveront régulièrement et elles arrivent vraiment!

Lorsqu’en entrevue, des dirigeants évaluent un candidat pour pourvoir à un poste, ils accordent souvent une importance excessive aux

2) Je suis excitée en pensant à mon prospect et de l’aide que je peux lui apporter. Lorsque j’ai des rendez-vous avec mes clients ou prospects,


The SERVICEMAG Sept-Nov 2013

5) Avoir la capacité de bien comprendre le problème et de trouver la solution. Être capable de prioriser les choses importantes et gérer mon temps en conséquence. Travailler plus intelligemment, pas plus fort. 6) Avoir du plaisir. Si je n’ai pas de plaisir à faire ce que je fais, alors pourquoi faire ce travail? J’ai souvent été décrite comme une personne qui s’amuse avec tout. Je crois que c’est une de mes plus belles qualités. Je trouve de la joie

donner. 8) Intégrité visible. J’essaie d’être honnête et éthique dans toutes les choses que je fais. Je me sens en confiance et honorable dans mes gestes. Je m’efforce de toujours respecter mes promesses. J’espère que mes paroles veulent dire quelque chose aux autres, car pour moi elles veulent TOUT dire. 9) Je me concentre sur les détails. Par contre, je ne me laisse pas envahir par eux. Les détails sont indispensables à mon succès. Je garde tout en ordre afin de fonctionner avec très peu d’erreurs. 10) Je suis heureuse comme un enfant. J’ai l’enthousiasme d’un enfant de 2 ans, mais avec une éducation et une carte d’affaires. Je

Et vous, misez-vous sur vos qualités humaines pour obtenir le succès que vous désirez? Vous avez la possibilité d’effectuer ce choix de développer votre savoir-être, d’améliorer votre attitude, de vous amuser davantage ou bien d’être plus intègre. Vous avez tous l’opportunité d’être un ou une vendeuse exceptionnelle, et ce, sans exception. Alors, n’attendez plus et agissez dès maintenant en ce sens. Misez sur vous d’abord et soyez de ceux qui utilisent avec grand plaisir les 85 % des éléments qui assurent le succès. Vos clients n’en seront que mieux servis et vous en serez le plus grand bénéficiaire. TSM Jean-Pierre Lauzier Conférencier, formateur, expert-conseil JPL Communications inc.

Guidelines to Creating Great Slogans By Muthuri Kinyamu


slogan is an advertising tag-line or phrase that advertisers create to visually express the importance and benefits of their product. The following guidelines can help you create a super cool slogan:

into good. Suggest the risk of not using the product. Create a positive feeling for the consumers. Think Coca Cola here.... they’ve had several but think of Open Happiness, Coke side of life?

1. Identification. A good slogan must stay consistent with the brand name either obviously stated or strongly implied. It’s better to include the name of your business to it. Think KFC and their “It’s Lickin Good”

4. Differentiation. In an overcrowded market, companies on the same industry need to set themselves apart through their creative and original tagline or slogan. Think about FedEx.... when there’s no tomorrow.

2. Memorable. Some of the best taglines or slogans are still being used today, even though they were launched several years ago.

5. Keep it simple. Use proven words and short keywords. One word is usually insufficient, two or maybe three are most popular. Apple rocks here for me....Beauty outside, beast inside! Says so much about their brand! TSM

3. Beneficial. Reveal your purpose and benefits of the product by conveying the message in consumer language. Turn bad

The SERVICEMAG Sept-Nov 2013




Setting Goals to achieve By Simon Corden

By Martin Kairu


oal setting is a great practice and it is also an easy thing to do. All you need is a pen and paper and then you put your desires down. But before you jump for the paper, take a step back – did you achieve the goals you set before? The hard part is the action. Putting goals on paper won’t achieve them, only action will translate those thoughts into matter, things which are tangible and can be seen. So how do we ensure we set goals we will translate into achievements? Many people set their goals based on the pressures they are experiencing in their lives at that particular point. A goal has to be something you need. Goals have to be specific, as specific as you can get. If one of your goals like mine is to buy a car, you need to write down the specifics of that car. You will need to be able to measure your progress on how well or how poorly you are doing in pursuing this goal. Your goal needs to be measurable. When you look at your goal list, are the items listed measurable, what will tell you how far you are from achieving it? Strike off the list any item you cannot measure or add an element of measure to it.

set goal 26

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make plan

All goals are time bound; set a specific time by which you expect to achieve each goal. For a goal to be realistic it must represent an objective toward which you are both willing and able to work. A goal can be both high and realistic; you are the only one who can decide just how high your goal should be. But be sure that every goal represents substantial progress. A high goal is frequently easier to reach than a low one because a low goal exerts low motivational force. Some of the hardest jobs you ever accomplished actually seem easy simply because they were a labour of love. Lastly you will need to take 100 % responsibility for the achievement of your goals. There will only be you to blame for not achieving them. TSM The author is an NLP Master Practitioner/Trainer/NLP Coach.

Hi Mufuth! Tell us about yourself. I’m 26 years old, run my own IT business specialising in 3D animation, graphic design and web interactivity. I’ve just set up in business on my own after a string of successful projects with some big businesses lime MTN and Tigo. How did you get to start your own business? One of my big breaks was when I got an internship working on some 3D engineering and mechanical design projects. It was my first experience of a hard and fast commercial environment – it was tough. It was hard enough to get the job, but even harder to convince the boss to let me produce some marketing material using animated 3D software. He really wasn’t sure at first, but I promised to do something really special in my own time, after work and within a week. I worked around the clock and slept for only about three hours every day. On the Monday, I presented my hard work and have to admit, expected the management team to be really impressed. They liked my

presentation, and promised my a full time job, but that never happened – that was a difficult time, but you just have to carry on, don’t you?

understand how ecstatic I was to have successfully cut and pasted an image from a background scene.

I then got really lucky and took a job developing Infomercials.

And what happened next? I knew I had a passion for IT and even though Med School was a distant dream, I actually think it was a blessing that I didn’t get a place to study medicine. Things really took off when my sister saved up her first few months’ salary to buy me a Macbook Pro, in 2009. Graphics was always a big thing for me but when I started on 3D programmes, like Blender and then Cinema 4 and Maya, I knew that was my future.

Sorry, what’s an Infomercial?! Well, it’s a commercial that gives a point of view also from the sponsor and can be long or short – I do short ones that tell stories about products that businesses like MTN want to sell. They’re all created in digital format and display images that don’t ever exist outside of my laptop. If you’ve seen the film Shrek, it’s like that. My real area of expertise is doing advertising that is played before and during films at the cinema. These need all the usual graphic design skills, but in 3D and, ability to convert into a format that cinemas can show the process is called DCP packaging. So, what education route did you take to get where you are? I started off in primary school in Gatsibo, completed secondary school and all I wanted to do was to be a doctor. I worked really hard and even though it wasn’t what I wanted I got a place to study a diploma in Biochemistry. I remember everyone fighting to get on the computers in class; I didn’t understand why! I didn’t get in the queue to use them as I didn’t know how. It was 2003 when I first touched a PC. Someone showed me Internet Explorer and how to get Google and I then taught myself all the basic, but when I found MS Paint, something ‘clicked’ and I was hooked on digital media. I then learned how to use the open source ‘Gimp’, then Photoshop and finally 3D Modeller and Animator. You cannot

Where do you hope to be in 5 years? My dream is be in the credits of the latest 3D movie blockbuster, my inspiration comes from Steven Spielberg. He’s created some of the most amazing films ever pioneering and innovating CGI – computer generated imagery – from Jurassic Park to Shrek. TSM will be waiting to see Mufuth’s name on the big screen and given his obvious skills, dedication and commitment – everything is possible. TSM Mufuth Nkurunziza is managing director of Guez Show. Email:

cover story



ast October, Belgium based brewery, UNIBRA took over full ownership of Brassieres des Mille Collines (BMC), the manufacturer of Skol beer. An acceleration of investment in the Rwandan beer market followed and the company embarked on an aggressive capital expenditure plan of Skol Brewery.

“There are good reasons to make this move as shareholders to take over full ownership of the brewery because we see Rwanda as a growing beer market and a strategic location for targeted exports in the region,” saidChristophe Thibaut, General Secretary of UNIBRA while announcing the takeover. Thibaut said that UNIBRA was injecting over US$15 million in the expansion of the brewery which is producing 100,000 hectolitres of beer every year. As a tribute to their product quality and commercial know how Skol Brewery has enjoyed a warm reception by consumers since launching commercial operations in 2010. With Skol beer and Gatanu having already enjoyed massive success on the market, their latest flagship brand, Virunga Mist is already experiencing the same success, selling like hotcakes in the various bars and hang-out spots in the country.


General Manager of Skol brewery Rwanda

Virunga Mist is a Dark Ale type of beer fermented with malt, cereals and hops with a characteristic full body or heavier taste than most beers in Rwanda. It is a strong dark beer with 6.5 per cent Alcohol volume and is available in a brown 33cl bottle and consumers can best enjoy it in a tulip or tall beer glass at temperatures between 5 and 7 degrees centigrade - “Not Ice Cold but Cold!” While unveiling the new beer in July, Johan Je Smet-Van Jamme, the General Manager of Skol brewery Rwanda and commercial director for Africa, said they wanted to bring something of quality to the Rwandans and also give it a name with a Rwandan identity as it also depicts the country’s nature. Jamme said the brand’s quality and pricing gave its consumers an experience to long for, anytime. Being only the third beer brand launched in line with its expansion plans, Skol Brewery is optimistic that by the time their five year CAPEX plan of around 15 to 20 Million USD is complete, they will be able to produce more international or even better beer brands than there are currently in the market.

The investment is earmarked for equipment and packaging for capacity expansion which should see the brewer grow their output significantly from their current capacity of 100,000 Hectolitres per year. Rwanda’s beer demand stands at 1.2 million hectolitres in a market largely controlled by Bralirwa, a subsidiary of Heineken Company. With an ever strengthening linkage between Skol brewery and other Skol breweries internationally, the firm is not looking back. Skol is registering remarkable achievements with its strong reputation of reliability and innovation with a passion to serve and satisfy consumers. The beer maker also credits their highly reliable staff who with a sense of pride always say “I work for Skol”. Community engagement, particularly in Health, Education and Environment, forms a key commitment of the bank, board, management and staff. Skol is the third largest beer brand in terms of volume in the world. UNIBRA owns Skol in Africa, while Carlsberg owns Skol in Europe and Asia, while ABinbev owns Skol in Latin America. TSM

The SERVICEMAG Sept-Nov 2013


focus: women in agriculture

cover story


GENERAL MANAGER, Joh a n De Smet Va n Da m me

TSM: Tell us a little about Skol. Ans: Skol is a brand name that was created in 1964 by three brewers who actually wanted to find a concept similar to Coca-Cola. The name, ‘Skol’ actually comes from the Vikings and means ‘cheers’ in Western Europe. So when we came to this market three years ago we saw that there was potential for a premium beer like Skol which has 100 per cent malt. You need a minimum of four ingredients to make a beer. These are malt, water, hops and yeast. So Skol is basically the only beer in this country with 100 per cent malt. Once you have a beer, you can start adjusting it by replacing some of the Malt with rice and you can go on to 55 per cent malt, 45 per cent rice. Most breweries do that because it brings down their production costs but it also brings down the product quality.

TSM: What is Skol’s marketing strategy? Ans: Our marketing strategy is based on pillars which aim at promoting each of our brands. So that’s why we have the Skol Cup, sponsor the Tour de Rwanda, and do many more promotions for the other two brands, Gatanu and Virunga Mist.

So we put Skol on the market and came to a conclusion quickly that in spite of it being 100 per cent malt, it would never be the biggest brand in the country because we cannot compete with Primus in terms of its pricing and history, it’s been here for 25 years. We needed to find something. That’s when we came up with ‘Gatanu’ which has for the past year really done well.

The Skol Cup is not about the professional football players or football teams; it’s about the people on the streets, raising them up with their talent and having fun. We sponsor the Tour de Rwanda because cycling is probably the most watched event because it doesn’t involve costs like entrance fee.

We look at producing something that is not too bitter and with a refreshing taste. Recently, we launched ‘Virunga Mist’ which has a sweet refreshing taste with the same alcoholic content just as ‘Turbo King’. 30

The SERVICEMAG Sept-Nov 2013

By Gloria Iribagiza

Last year, we grew by 91 per cent and the trend continues every year. TSM: How does Skol contribute to the government of Rwanda and the community? Ans: As a commercial company, we create jobs, work for the country by producing products to sell to the local market and pay taxes to the government. We are one of the best tax payers since we import some of the heavy equipment and raw materials to make our beer. We also aim at always sourcing locally for the raw materials and equipment and import only when we can’t find what we need here.

The coming of Skol hasn’t reduced on Bralirwa’s market because the latter is ever growing. What the coming of Skol has done is reduce on Bralirwa’s market growth we are focussed on innovation.

Rwandan women in agriculture cooperatives tackle malnutrition, attain economic prowess

Skol Brewery has also been receiving Gold Medals for the past three years, an indicator of how we sell the best quality beer. We won a gold medal in 2010, 2012 and even this year. More promotions and awards are coming up and with the market growing at a good rate and more breweries looking to enter the market I am happy our brands’ sales are not being left behind. TSM

n Rwanda, agriculture cooperatives have been at the forefront of Iworkers, removing several barriers that women face in their roles as farm food producers and primary caregivers. Through various programmes, trainings and awareness campaigns on how to use modern farming techniques, increased agricultural output is becoming achievable and inexpensive. One of the beneficiaries of such initiatives is ‘Abaticumugambi _Kabuga’, a women’s only agriculture cooperative located in the Village of Raro, Kabuga. This is in the District of Kamonyi in Eastern Rwanda. Patricie Ninyandwi, the soft-spoken President of the cooperative says the objective of the cooperative is to empower women, through focusing on small and large scale crop production and animal husbandry.

Formerly a women’s farming association established in 2008, they legalized their status as a cooperative last year. This she says was mostly due to the benefits that are associated with working as a team in established cooperatives. “The advantages of operating as a cooperative greatly outweigh those of an association,” Patricie says, adding that, “…I have watched the lives of the women we work with change daily.” Ninety-four women are affiliated to the ‘Abaticumugambi _Kabuga’ cooperative. They focus mostly on farming crops such as plantains (bananas), beans, maize, cassava, Irish potatoes, sweet potatoes, maize, pineapples, passion fruits and avocados in addition to animal husbandry where they rear cattle and pigs.

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focus: women in agriculture

According to Patricie, they sell their commodities and products at the local district’s markets. They also take advantage of the annually organized trade-fairs such as the EXPO where they market, display and sell their products.

our projects and trainings,” she explained.

In Rwanda, over 80 percent of the rural population practices subsistence farming and of whom are mostly women and girls. On a global scale, widespread discrimination against women and girls, in the social, cultural and legal spheres, has led to lower agricultural productivity and poorer health and nutrition. Challenges faced According to Patricie, the cooperative’s challenges range from access to capital to venture into bigger projects, embracing ownership of their cooperative, low literacy levels as well as, having access to land to grow crops on a large scale. ACCESS TO LAND The women cooperative currently depends on breeding animals and growing crops on the few plots of land owned by their members, but they mostly rely on renting land to cultivate their crops.

jointly with their husbands. Generally, overall statistics indicated that in Rwanda, 93 percent of women own public land either singly or jointly—the latter, mostly as agricultural cooperatives. In light of this, when women have access to land inheritance and ownership, they are assured of progress due to security of tenure and are in a better position to make economically productive and informed decisions that empower them, their families and communities at large. Reaping the benefits of team work At the initial stages of forming the cooperative, the women at ‘Abaticumugambi _Kabuga’ cooperative had to pay a membership fee of Rwf3000. The primary aim was to sustain their efforts as women in the Kabuga farming community to succeed just as men were.

Patricie says she is convinced that when they grow economically as a cooperative, they will be able to own land, “A lot is already being done by the government to make land accessible to women …and maybe RWANDA at some point we shall IS ONE OF THE FEW COUNTRIES IN AFRICA WHERE also rent out our land WOMEN’S LAND RIGHTS HAVE BEEN PLACED AT THE for cultivation and make money.” HEART OF POLICY Rwanda is one of the few countries in Africa where women’s land rights have been placed at the heart of policy; a lot of work is being done to translate these land reforms into practical and fundamental solutions that benefit women in terms of having greater control over household incomes, improved agricultural production and enhances their position in the wider community. According to a UN Women paper which examines gender equality in 49 African countries—Rwanda inclusive—specific reference to property rights and land ownership was highlighted. Recently, a nationwide land tenure regularization programme was rolled out in Rwanda which systematically registered over 10.3million parcels of land. The results were more than affirmative with about 66percent of women having security of tenure either individually or 32

The SERVICEMAG Sept-Nov 2013

Being part of an agricultural cooperative, Patricie says, consequently led to, “… improved agricultural production and consequently leading healthy lifestyles within the women’s families.” ACCESS TO CREDITS

“When we formed this cooperative, many women had no idea that they were in position to get loans and bank their money in order to gain interest,” Patricie said adding that, “…this lack of financial literacy among most women farmers in rural areas is a very big problem.” Since she embraced her role as the president of the ‘Abaticumugambi _Kabuga’ women cooperative, Patricie says she had to deal with streamlining the shortfalls in management in order to empower the women to work as a team. “At first it was quite difficult for women to embrace the cooperative as their own; they always thought that someone would come and make everything easy for them, which was not helpful at all. “I knew we could have more opportunities if we agreed on many issues especially if we wanted to get financial help and loans for

When Patricie was asked whether the cooperative members were knowledgeable about the existence of loans that help small scale farmers, she was quick to emphasise that the women are already benefiting from partnerships with financial institutions like Bank Populaire du Rwanda (BPR) and the Umurenge SACCOS schemes. Accessing fertilizers and using selected seeds through cooperative bank loans has boosted their crop productivity. She says in the longrun, awareness trainings always pay off because the women have learnt the benefits of working as a team within their cooperative. “After several meetings we as women agreed to take charge of the cooperative as our initiative—it was a project for Rwandans by Rwandans,” she states.

farmers to join cooperatives. In addition, as a women’s agriculture cooperative, they ventured into acquiring Rwanda’s public medical health insurance (Mituelle de Sante) for all their members. “We not only wanted to be economically empowered, but to be in position to access health services and facilities to ensure safe delivery at birth and buy medication at low costs,” Patricie said. Therefore, by removing restrictions to accessing education, financial credit, employment opportunities and changing policies that allow women to own land, overall hunger can be overcome as women will be in a better position to earn decent wages and become economically independent. CHANGING MINDSETS Patricie attributes most of the cooperative’s success to a change in mindset among the women. For example, the cooperative president says, “at the start of the association, most women believed that they had no major roles to play in their community because they were not educated enough, or that they couldn’t make life changing decisions on their own unless their husbands made them.”

TACKLING MALNUTRITION Furthermore, a UN report on the Right to Food, ‘Gender Equality and Food Security – Women’s Empowerment as a Tool Against Hunger’, states that women and girls make up 60 percent of undernourished people in the world. “We were not limited to growing crops by using modern methods of farming, but also gained education on how to prepare a balanced diet in order to eradicate malnutrition in our children and families,” Patricie said. In Rwanda, about 2 percent of children under-five years of age suffer from severe malnutrition, according to Ministry of Health indicators. Within the same age bracket, 11 percent of these children are underweight and 44 percent suffer from chronic malnutrition. These cases have been attributed to ignorance associated with parents especially mothers who do not know how to feed their children on a balanced diet. Patricie cited community initiatives such as ‘Akagoroba k’ababyeyi’, a platform in several villages where women meet at cell-level to discuss ideas on best practices of improving their livelihoods, socially, economically and culturally—and overcoming malnutrition is a core topic of discussion. The women in her cooperative have taken advantage of such platforms and are contributing towards encouraging other women

This myth was challenged after a series of campaigns by their village local leaders, government officials and Non-Government Organisations that facilitated several programmes. “We now know that our well-being and that of our families is our responsibility,” Patricie says and, “…are have taken charge of our problems and are enlightened when it comes to expressing our rights as women for example; we are now in position to handle Gender-Based violence cases in our homes and communities.” In order to lay lasting foundations for a better future for their children, the women had to denounce wrong mentalities in their community and homes—the cooperative’s members begun to see the importance of ensuring that their daughters remained in school in acknowledgement that their education was as important as that of the boys. A study by the Food and Agricultural Organisation (FAO) estimates that closing the gender gap between women and men, in accessing productive resources such as land, credit, machinery or chemicals and fertilisers, could eliminate crop yield gaps of 20 to 30 percent. This would in turn increase domestic agricultural output by 2.5 to 4 percent; meaning that there would be approximately 100 million fewer people living in hunger. TSM Email:

The SERVICEMAG Sept-Nov 2013


for you manager

for you manager

5 Choices to extraordinary productivity By Francis Egbuson Franklin Covey global productivity practice leader Kory Kogon was hosted in Kigali by the CEMM group and the Rwanda Private Sector Federation. She spoke to over 90 people from key private sector organizations were in a session at the Kigali Serena Hotel.


Kory delivered the core thesis of the 5 Choices. With today’s paradox of instant access to data and poor decision making, the 5 choices provide the mindset, skill set and tool set to maintain focused attention, improve decision making and attain greater physical and mental energy.

Act on the important, don’t react to the urgent Today, people are drowning in email, overwhelmed with demands, and trying to do more with less. Choose to filter vitally important priorities from distractions in order to make a real contribution.



Schedule the big rocks, don’t sort gravel The crushing increase in workday pressures can make people feel helpless and out of control. 5 Choices participants learn the planning systems that lead to extraordinary outcomes.


Go for extraordinary; don’t settle for ordinary Everyone wants to make a difference, but competing priorities often prevent them from achieving extraordinary results. People who make the 5 Choices learn to structure their roles in terms of extraordinary Rule your technology, don’t allow results toachieve your technology to rule you high-priority An electronic avalanche of email, texts, goals. and social-media alerts seriously threaten productivity as never before. The 5 Choices Fuel your fire; don’t burn out process teaches people how to optimize Today’s exhausting, high-pressure platforms like Microsoft Outlook to boost work environment burns people out at an productivity. alarming rate. Participants benefit from the latest neuroscience around the Five Energy Drivers to consistently recharge mental and physical energy. The five energy drivers are Move, Eat, Sleep, Relax and Connect. The event which was organized by CEMM Group -sole licensee for Franklin Covey in Uganda, Rwanda and Burundi and Private Sector Federation of Rwanda, was sponsored by Kigali Serena Hotels, Rwandair, and NFT Consult.


Franklin Covey, a performance improvement company with operations in 146 countries is a New York stock exchange listed company with headquarters in Salt Lake City, USA. Franklin Covey was co-founded by the late Dr. Stephen Covey, acclaimed author of the 7 Habits of Highly Effective People, which has sold over 20 million copies. TSM

Are you dependent on a few big customers? By Peter RWAMBALA


inning a big customer is an exhilarating experience for every business. It could provide a small business with the much-needed revenues and push the company’s reputation up significantly and expand the customer base. Obviously, such a relationship carries weight, but sometimes the eagerness to ‘win big’ may lead to overlooking the potential damage of over relying on one or a few big customers. Customer concentration can be a very serious issue for a small business, because if a small business relies on a few big customers for revenues, it can easily be brought to its knees when one or two of these customers suddenly pull out. Every business is hurt when it loses a customer, but if a significant portion of the total sales of a small business are concentrated in that one customer, the consequences could be disastrous.

base thoroughly; rank each of your customers by its margin contribution, growth potential and strategic fit. Ask yourself how each of your customers is contributing to your business profitability (rather than revenue), how much growth potential each of them has, and how important you are to your clients: are you really needed by them or merely a ‘nice to have’ - all these things can give some valuable insights. Besides considering individual clients, it is also important to think of concentration by industry. If the majority of your revenues are coming from customers from the same industry, your small business would be susceptible to downturns in that sector. So, it is equally important, in addition to spreading your revenues across both vertical markets and geographical areas, to be alert to opportunities that exist in other industries.

In addition, when a business depends on a few big customers, its business strategy is likely to be dictated by the needs and preferences of these customers, resulting in a failure to see the big picture of the market. Also, the big boys may try to force their whims on the business when it comes to payment terms, duration and prices.

Every small business should take into account the risk of customer concentration in its business planning and operating process and develop a contingency plan. Analysis of customer dependency should be done at a regular interval, and whenever the findings indicate about 10% of total revenues coming from one customer, or 25% from the top five customers, or 60% from customers from a single industry, this should be taken as warning sign. TSM

To prevent your business falling into the trap of customer concentration, you need to understand your customer

The author is a Credit Risk Manager at BRD (Development Bank of Rwanda)

Francis Egbuson,


The SERVICEMAG Sept-Nov 2013

The SERVICEMAG Sept-Nov 2013






nefficiency in service delivery by any government institution creates broken systems, bad service and breeds a suitable environment for corruption to thrive. The Rwanda National Police (RNP) is determined to stay clear of such a position. In a country with great leadership that promotes the ideals of zero-tolerance to corruption, one of the institutions that have been equipped to ensure the elimination of the vice is the Rwanda National Police. To register desirable outcomes in the fight against corruption, certain values and ideals must be upheld. Institutionally, the values and the ideals are reflected in the level of service delivery with a goal to making it a culture within the institution. Indeed, to ensure good service, the Rwanda National Police is guided by its core values: service, protection, integrity, justice and respect for human rights, stability and social order, team work and partnership, openness, accountability, community relation focus, professional conduct, efficiency and effectiveness. Yet, in line with ensuring service delivery, transparency and accountability, the role of RNP is well defined in the Rwanda Constitution, the Police Statute and Police Code of Conduct. All these are intended to have a police force with a clean record. The Police Statute is explicit in defining the ways police officers are expected to conduct themselves and interact with members of the public. There are clear-cut definitions of activities a police officer cannot engage in that may spell incompatibilities, compromise police values and create conflict of interest. A police officer, for example, may not engage in commercial activities that may have a bearing on compromising the way he/she interacts with members of the public. An officer is also expected to be exemplary within the community. 36

The SERVICEMAG Sept-Nov 2013


Professionalism In order to have a professional, disciplined and efficient force, the screening of officers begins at the recruitment stage. Very strict personal and professional behavioral traits are observed; paying attention to every background detail to weed out former or potential criminals. RNP cannot do this alone. It works with the local leaders to screen and scrutinize candidates who pass the rigorous tests enlisted for service. The RNP training syllabus is enriched with a number of ethical aspects that are instilled among the trainees. It is also during the training process that those engaging in any form of indiscipline are discontinued to eliminate bad elements within the force as early as possible. In the day-to-day activities of the police, including operations and patrols, there is always a commander-in-control, who supervises and is responsible and answerable for the team/subordinatesâ&#x20AC;&#x2122; actions. All police officers are regularly assessed and evaluated by their immediate supervisors to ensure they stay the course and tread the path of respecting the core values of RNP and therefore compliance and discipline are assured. Corrupt officers are discontinued from the force after serving their sentences. There are other preventive measures against graft; monitoring force discipline to ascertain officers are not involved in dubious activities, rotating police units and sensitizing the force on the negative effects of corruption. Daily briefings are also used as a platform to remind every officer of the acceptable ways of interacting with the public and to emphasize Standard Operation Procedures. Compliance The Police Disciplinary Unit (DPU) ensures that all officers comply with the requirements of the Code and serve with the right attitude. Patrolling the deployments is also strictly observed.

The Inspectorate of Services is in place to ensure total compliance and adherence to the processes and procedures on duty. Officers from the Inspectorate, for example, usually carry out on-spot checks at different police posts and/or stations to establish that all the arrested individuals in police custody were not illegally detained. In case of any abuse of office by police, the public is free to report to the Inspectorate. Punitive measures have been adopted including appearance before the disciplinary committee, prosecution and expulsion from the force. The RNP has special units that ensure accountability and transparency. The Ethics Center: Launched in May 2012, the

Ethics Center is built on a pillar of maintaining professional standards, values and norms. Through the center, the skills needed are assessed and officers identified for training through workshops and seminars. The ethics centre also targets senior planners of government agencies, faith-based organisations, partners in policing and the private sector. The Anti-Corruption Unit: The Unit is in charge of carrying out thorough research on corruption tendencies from within and outside the police force. Police is responsible for investigating corruption cases and bringing those involved to justice. Everyone who is suspected to be involved in corruption activities no matter who they are, are investigated and tried in courts of law. Welfare Unit: Corruption is rooted in perpetual

lack. Officers in dire need may be susceptible to accept favors or be tempted to seek them. This inevitably compromises service delivery and breaches the culture of transparency and accountability. The RNP therefore provides facilities such as transport, health insurance, staff canteen; housing and mortgage schemes and a duty free shop for armed forces will be opened soon. Community Policing: Policing is not a reserve of the uniformed; local communities can get involved in identifying and solving their own problems. Members of the community have got policing committees, assist in informing the police about the ill-intentions of some bad elements and assist in monitoring huge expanses of borderlines that would not have been monitored by police alone.

Political will, media and social network The top leadership of Rwanda and of the Rwanda National Police have provided an unwavering will to ensure that graft is eliminated from our midst. There is zerotolerance to corruption across all the institutionsâ&#x20AC;&#x201D;public and private. Members of the public can report corruption or any other abuse committed by a member of the RNP to the Police Spokesperson on toll-free line 3511 which is open and active 24/7. The public can also interact with the RNP on Social Media such as Twitter on @Rwandapolice and facebook on www. .

The SERVICEMAG Sept-Nov 2013


for you manager

for you manager

Go for Insurance! By Jacob Erhabor


here has been an incessant spate of fire incidents and collapsing buildings across the length and breadth of Rwanda lately. “Can’t anything be done by the Insurance Industry?” people ask. Yes there is a lot that insurance can do, various interesting products are on offer to address the needs of the insuring public. Decision makers and property owners need to embrace insurance as a veritable risk transfer mechanism. In addition, insurance companies need to take advantage of this dangerous development to enlighten the public on the place of the insurance institution in a fast developing economy, such as Rwanda. Insurance has been defined by various scholars in this age-long profession, but as a reminder, Insurance is one institution that exists to ensure the survival of other businesses in any given economy. For a token consideration known as premium, individuals, businesses, institutions and Government can transfer their insurable risks onto the shoulders of Insurance companies for compensations and indemnity payments and even reinstatement when the unexpected happens. Whether we like or not, whether we accept or not, the unexpected will

always happen; and when it happens, it comes unannounced and in different forms and varying degrees in terms of quantum. As we go about our daily activities at whatever level, we are surrounded by risks. Life itself is a risk; these are all realities, which play out every now and again, not only in Rwanda, but the world over. Hard earned money is spent to build structures, investments in state of the art equipment and businesses should not be left exposed without good Insurance coverage. Those of us who still remember our Bible know that it was not yet raining when Noah built the Ark. TSM Jacob Erhabor is CEO, Sonarwa Insurance, Rwanda

Educate your Customers By Dennis Dybdal,

Get covered by SONARWA's dependable Travel Insurance. Sit back, Relax and enjoy your journey Call +250 592 160 and get Insured today

Rwanda’s Insurer of First Choice


emember the arrival of Smart Phones on the Rwandan market. In the beginning users who purchased a Smart Phone only used the basic features of the phone to make phone calls and listen to the radio. That meant they had spent 400.000-500.000 RWF for features that a phone worth 10.000-15.000 RWF had. However, slowly customers have been educated to understand the full potential, all the benefits and the features of a Smart Phone such as Internet, Email, various apps, calendar, camera, etc. The benefits for the companies selling Smart Phones in Rwanda was not only an increase in sales of Smart Phones but also and maybe more importantly an increase in data usage. In a world with low growth rates and financial crises every company needs more than ever to ensure the highest possible customer retention. The competition is greater than ever, as the customer base is smaller. So what will help you retain your customers? Is it to lower your prices? Add extra services? Improve your customer service? Increase your marketing? In our current economy, companies and end users are more protective of their capital and conservative when it comes to their investments. Your role as a company owner is therefore to break your customers’ way of thinking. Having them understand the benefits of your product and how purchasing your product will increase their profit, productivity, quality, happiness, market share or whatever is important to their customers.

Turn your product into a real benefit rather than another expense. One of the biggest mistakes companies make today, is failing to educate their customers. Many companies still believe that all they have to do is sell their products to their customers and then they will have a loyal customer. Failing to educate your customer on how to use the product in the right way; to use all the features and get access to all the benefits will decrease your customer retention and new sales. Companies that invest in customer education increase their market share and customer retention. In Rwanda the need to educate customers is essential if you want to penetrate the market. There are many companies that try to differentiate by offering different services but very few companies are successful in doing this. Take the example of the banking sector, most banks provide different services, the problem is that they do not educate the customers on the benefits of their services, staff have not been properly trained to convey the benefits of the different services and customers don´t have any help to educate themselves. TSM Dennis Dybdal is CEO of Green Zebra Knowledge Design a Rwandan company providing Instructional and Experience Design and use different media to educate customers or company employees.

The SERVICEMAG Sept-Nov 2013


your well being matters

for you manager

Twebwe abakozi ba Pearl Lounge Byanditswe na Pearl lounge team


uri abantu bahorana ibyishimo mu kazi kacu. ikidutera uwo munezero uhoraho ni ibiki?

”Ku umwanya wambere dukunda akazi kacu ari naryo shingiro ry’umurava n’umwete bituranga iyo tugakora. Dufatanyije n’ubuyobozi bwacu nabwo budahwema kutuba hafi,buri mwaka twiha intego. Buri gihembwe kandi kigenerwa ingamba zifasha itegurwa n’ishyirwa mubikorwa rya ya ntego y’umwaka iba igomba kugerwaho. Kugira ngo ibyo twiyemeje tubigereho ,dukoresha intwaro imwe y’ingirakamaro yo gufatanya mubyo dukora byose , tugahuriza imbaraga zacu hamwe bidufasha kunoza neza akazi kacu bigatuma abatugana biyongera burimunsi.” Itsinda ryiza, ni icyemeza iterambere Ahantu hose aho abantu bakorera twumva bavuga ko ari ngombwa gukorera hamwe, mu matsinda ariko ni bake basobanukiwe kwubaka ayo matsinda cyangwa gushyira hamwe itsinda rishobora gukorana neza mu buryo bubyaza umusaruro. Kuba mu itsinda, muri rusange bivuze kuba mu kintu kinini kukuruta. Bisaba ko usobanukirwa intego n’iyerekwa ry’aho ukorera. Iyo uri ahantu hateza imbere gukorera hamwe, bigufasha gutanga umusanzu mu iterambere rya sosiyete ukoreramo. Ufatanya n’abagenzi bawe kubyaza umusaruro imbaraga n’ubumenyi bwa buri wese. Niyo waba ufite itsinda runaka ukoreramo, ufite akazi runaka ukora, uhuriza hamwe n’abandi kugera ku ntego rusange za sosiyete mukorera. Kubona ishusho nini bibafasha gukora cyane, imirimo yanyu ikuzuza

ya shushanyo mbonera. Abayobozi n’abakorera sosiyete bose bafatanyiriza hamwe kurushaho gutanga umusaruro mwiza n’inyungu z’iyo sosiyete. Benshi basanga guha buri mukozi wese umwanya wo gutanga umusanzu bibyaza umusaruro mu bucuruzi.


Ibintu bine by’ingenzi mu gukorera mu matsinda

By- Dr. Rachna Pande

• Ibikenewe bizwi neza: Ese abayobozi baba baramenyesheje abakozi ibisabwa n’umusaruro ukenewe? Ese abakozi bazi impamvu iryo tsinda ryashyizweho? • Ishusho mbonera: ese abakozi baba bazi impamvu bari gukorera muri iryo tsinda? Ese baba basobanukiwe uko imigambi yo gukorera mu matsinda izafasha mu kugera ntego zateganijwe zikanagezwa ku bakozi?

S Like us on facebook Follow us @theservicemag

• Gukorana: ese abakozi baba basobanukiwe uko amatsinda agomba gukora? Ese abakozi baba basobanukiwe intego ziri mu iterambere ry’amatsinda? • Isakazamakuru: Ese abakozi baba basobanukiwe ibyihutirwa mu bikorwa bashinzwe? Haba hari uburyo bwashyizweho buzwi, abakozi bashobora gutangaho ibitekerezo byabo bakanakira n’ibitekerezo mu mikorere yabo? Imfunguzo zifasha gutera imbere mu kazi Guhera igihe watoranije umurimo ukora kugeza mu zabukuru, ushobora kwongera uburyo utera imbere mu kazi ukora. Ushobora guhitamo umurimo wifuza n’aho uzakorera hazagufasha kwongera inararibonye n’iterambere ryawe. Iyi nkuru y’anditswe n’abakozi bakora muri Pearl lounge kukibuga k’indege! TSM


REMEMBER: Akabando k'iminsi gacibwa kare kakabikwa kure !!!


The SERVICEMAG Sept-Nov 2013

ixty to seventy years ago, various infections and diseases had no medical cure. Today numerous medicines are available for prevention and cure. Medical science has advanced and kidneys and hearts can be replaced. In spite of the medical advancement, however, people are dying from many diseases.

human beings are now exposed to more than 1000 different kinds of chemicals. In some way these chemicals have added to the physical comforts but have harmful effects on the human body. Synthetic pesticides both organo phosphorus compounds and carbamates used to kill pests damage the immune system. Chemicals added to processed foods like antibiotic and hormone treated meat products, preservatives used in various, ‘ready to eat’ foods, have proved to be harmful to the body’s immunity. The list is endless. In short, we are exposed to many chemicals in the environment around us that potentially reduce body’s ability to fight diseases. What can we do to boost our immune system in the face of the disintegration caused by increased development?

In developing countries, overcrowding, malnutrition, lack of safe drinking water, e.t.c. are considered causes of disease. However, even with good sanitation, good housing, safe drinking water and highly advanced medical facilities in these advanced countries, diseases still claim lives. Nature has provided every living being with some defense mechanism called the immune system. This happens to be most advanced in human beings. It consists of special cell types which prevent entry of and multiplication of Good sleep is essential for boosting the immune system, but the harmful microbes in the body. They also destroy cancer cells stress of modern life has deprived many people of this. . invading the body. The bone marrow, thymus, spleen and lymph nodes are body parts principally involved in the immunity of A balanced nutritious diet including proteins, antioxidants, essential the body, through various fatty acids, particularly omega 3 fatty mechanisms. Skin and mucosa acids, essential micronutrients is useful (lining of most organs) form to maintain and boost body’s immune the first line of defense. A system. Fresh green leafy vegetables, AVOID FAST AND PROCESSED FOODS. human body can recognize onions, carrots, fruits, fish, walnuts, soya foreign harmful substances bean, garlic, honey are some of the food TRY TO CONSUME FOOD PREPARED FROM entering the body and tries substances very useful in this regard. SCRATCH, i.e. ABSOLUTELY FRESH. to eliminate it or contain it. There are mechanical means “Going organic”’ is the mantra of the day to expel foreign substances to avoid harmful effects of chemicals. like coughing, sneezing and sweating. All body secretions like This ensures fresh vegetables. Manure and pesticides used should saliva, tears, genital fluids, e.t.c. contain chemicals which protect be organic, i.e. not chemical. Avoid fast and processed foods. Try against harmful germs. Human beings suffer from infectious and to consume food prepared from scratch, i.e. absolutely fresh. Deep other diseases now because this natural immune system has been fried foods like chips, cutlets, e.t.c. are not healthy and should be compromised. used only once in weeks or months. Malnutrition, particularly protein deficiency reduces body’s immunity because antibodies which try to combat the infection are mostly made of proteins. Deficiency of vitamins like Vitamin C, folic acid, essential micronutrients like zinc, copper, and selenium is also responsible for reducing the disease fighting ability of the body. Obesity another form of malnutrition also deranges the immune system. Smoking and chronic exposure to smoke and fumes impairs the immunity by causing chronic irritation of the protective inner layers of the body.


Along with technical development in the past 50 or 60 years,

Plastics and polythene are harmful for the environment as well as human health. There is no substitute for a disciplined healthy life for improving the immune system, which includes adequate physical exercise, balanced diet and a stress free mind. Good health will prevail only when men conquer majority of diseases and this shall be possible only when we boost our immune system so that our bodies are enabled to resist disease.

The SERVICEMAG Sept-Nov 2013


travel reviews

Accra, toutes les raisons pour la découvrir à bord de RwandAir Par Sandra Idossou

toutes les occasions par tous Ghanéens.


Memorial de Kwame Nkrumah

Le Ghana est en effet situé en Afrique de l’Ouest au bord du Golfe de Guinée et a pour pays limitrophes la Côte d’Ivoire, le Burkina Faso le Togo. Sa capitale Accra, est la plus peuplée du pays avec plus de 3.900.000 habitants. Elle est l’une des villes les plus dynamiques du pays en terme d’opportunités d’affaires, de tourisme et de culture.

Les Plages de Accra.

orsque j’ai appris que de Kigali, je n’étais plus obligée de passer 5 heures de transit à Nairobi avant d’aller à Accra, j’ai toute suite compris qu’il était maintenant temps d’inviter mes amis à découvrir Accra, Ghana, ma chère patrie.

RwandAir offrant dorénavant 4 vols par semaines vers Accra, c’est donc avec beaucoup de plaisir que je vous invite à découvrir cette ville en bordure de l’Océan Atlantique, à bord d’un des avions neufs de cette compagnie qui a pour objectif de devenir l’une des références en Afrique.

Ce parc est juste mitoyen du marché d’art et a été créé pour honorer Kwame Nkrumah, le premier Président du Ghana qui a proclamé l’indépendance du Ghana en 1957. Ce parc comprend aussi un musée sur sa vie ainsi qu’un mausolée, où il est enterré.

Il est important de prévoir de passer un après midi, le week end, au Labadi Beach ou à Palm Beach, pour apprécier la bonne musique et profiter des nombreux cafés, bars, restaurants. Sur ces plages, on croise souvent des vendeurs de souvenirs et des personnages incroyables qui vous divertiront avec de la danse, des tambours, des promenades à poney et de l’acrobatie.

Accra bouge de partout. Elle est vibrante, ensoleillée, gaie. Accra, malgré quelques vestiges de l’époque coloniale dans certains vieux quartiers, demeure une ville branchée et moderne avec beaucoup d’embouteillages et de grands centres commerciaux.

Visiter les Châteaux Forts. Quelque soit la durée de votre séjour à Accra, vous devez absolument prévoir une visite dans l’un des châteaux -forts historiques le long des côtes du pays : Cape Coast, Elmina etc…C’est de ces châteaux que sont partis nombreux navires portugais avec des millions d’esclaves vers les Amériques. Remplis d’histoire, ces bâtiments ont ému le président Obama lors de sa visite.

Le musée national

Le Saviez-vous ?

Le musée offre aux visiteurs un regard sur l’histoire du Ghana et de sa culture, de la Préhistoire à aujourd’hui. Des expositions culturelles comprenant vêtements, trônes, sculptures, peintures, poteries et une panoplie d’instruments sont des éléments riches dans la connaissance de l’histoire de ce peuple.

1. La Côte de l’Or Le Ghana, anciennement connue sous le nom de Gold Coast (la côte de l’Or) regorge de nombreuses mines d’or. Il est aussi le deuxième producteur mondial de cacao

Ce qu’il faut aller voir à Accra

Le Centre artisanal Si vous êtes amateur d’art, vous risquez de passer toute une matinée dans ce gigantesque marché d’art où vous trouverez des peintures, sculptures, vanneries, menuiserie, orfèvrerie, etc. Ne ratez surtout pas la visite des artisans qui tissent sous vos yeux, le fameux Kente, pagne traditionnel aux symboles éloquents et aux couleurs chatoyantes.

3. Faites vous votre cercueil en fonction de votre profession. A Osu, l’un des plus anciens quartiers de la ville, nombreux sont les ateliers de confections de cercueils, taillés dans des formes représentant quelque chose d’important et pertinent pour la personne décédée, poisson, avions, Coca cola, militaire, livre etc. 4. Le Roi Ashanti Le Asantehene, (roi des Ashanti) est peut-être la personne la plus vénérée dans la partie centrale du pays. Comme les autres chefs

ghanéens, il porte un kente riche, des bracelets en or, des anneaux et se fait toujours accompagner de nombreux parapluies très ornés 5. Football Le Ghana est aussi connu pour ses grands footballeurs comme Abedi Pele ou Asamoah Gyan, qui a fait une très belle performance lors de la Coupe du monde de football de 2010 en se hissant jusqu’en quart de finale malgré un pénalty manqué. Culture, Affaires, farniente, bonne cuisine épicée, nature ou encore histoire, autant d’intérêts pour découvrir Accra. Et vous l’aurez compris, RwandAir vous offre cette opportunité maintenant, 4 fois de vols par semaine. TSM

2. Le Kente est l’une des contributions culturelles les plus visibles et le plus vendable du Ghana. Il est apprécié pour ses couleurs et son symbole. Les longues bandes tissées sont portées fièrement et à

The SERVICEMAG Sept-Nov 2013


travel reviews


Globally yours

By Sandra Idossou


had planned to get home first before starting to writemy experience of Barcelona but sitting right here in the comfortable lounge of the Turkish Airways in Istanbul seems like the perfect place to start. This lounge offers every passenger an opportunity to unwind, relax and socialize while waiting for the connecting flight. In the end, my two-hour transit was too short. I did not have enough time to taste the different delicacies and the great wines and champagnes. The Awesome Business class This journey started five days ago in Kigali when I embarked in the business class of the Best European Airline. Turkish Airlines’ attention to details makes all the difference and I now understand why passengers voted it the best in Europe. Saying that service was superb is an understatement. Service was simply “wow”. I felt pampered. The comfort in the seats that convert into flat-bed seats, the variety of personal entertainment system, the dishes with the freshest ingredients were the best I have had in the air so far. Visiting Barcelona I booked a two-day transport with the tourism bus that has three lines to explore the city entirely. What a great opportunity to wander around the ancient winding streets where many of the buildings date from medieval times. The open-top DoubleDecker bus offered different tours that highlighted all the things to do in the city. El Pablo Espanyol on the mountain Montjuic This was a unique journey through 40.000m2 discovering the autonomous regions of Spain and admiring the buildings


and strolling through typical Spanish houses. It was great to meet and chat with some of the 40 artisans working in their workshops. AdmiringGaudí’s grand designs Any art lover will simply admirethe numerous and fairytale works of Gaudi in Barcelona, the famous Spanish architect and leader of Catalan Modernism. Gaudí’s works reflect his distinctive style and are largely concentrated in the Catalan capital of Barcelona. It is said that the beauty about Barcelona is that its key sights are world famous. SagradaFamilia This old church started by AntoniGuadia is one of the most visited tourist attractions in Barcelona. Though it requires one to be immensely patient to queue and finally access the Cathedra, it is worth the wait to admire the beauty of this construction that started way back in 1882. Walking down Les Rambles The rambles,known as one of the most famous boulevards in the world is definitely one of the must see places in Barcelona. . Strolling down the gateway to rural Catalonia, the Rambles is a mile-long road that bustles with tourists, artists, human statues, fortune-tellers, dancers, musicians, markets, cafés etc. FC Barca club There is no way one can visit Barcelona without visiting the mythic FC Club of Barca where Maradonna, Messi and the rest made history. The tour of the stadium is also worth the queue to visit the home of one of the best teams in the world. The tour starts with the museum, then the stadium itself then ends with the vestiaires where all these great footballers sit.

Go for a jog up the magical Montjuïic or try the teleferic Montjuïic is perfect for a leafy stroll or hearty jogging because of the great views. For an energetic jogging session, I climbed to the top of the hill, which is just a short distance from the 1992 Olympic stadium. Shop; shop; and shop until your wallet is empty. One of the best ways to shop in this city,is to make the 30-minute pilgrimage just outside the city to Roca Village. Hundreds of shops carry designer goods and offer good discounts throughout the year. Break up the long shopping trips and discover some of the tapas of Spain.

Impact your world...

Spending 3 days in Barcelona is definitely a memorable experience but what makes the journey more memorable is definitely the comfort offered by Turkish Airlines’ excellent service. Stay. Barcelona is a tourist destination with several options of accommodation from 1 star to Palaces. My recommendation will be the Alexandra hotel that offers excellent service, a spa, a shuttle bus to and from the airport and city center. Dine Out. You will not even know what to choose. You must try some tapas and Paella. Picking on pintxos, platters of bite-sized food served on bread (a Basque version of tapas), is a popular culinary trend in Barcelona. Night Life. You need to find passion for fiesta and join a flamenco club. Barcelona has its fair share of live music venues and theatres with marvelous concert halls all around town. TSM

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The SERVICEMAG Sept-Nov 2013 Hotel Mille Collines.indd 1

20/06/2012 11:14

ask our lawyer

Reader’s question:


I am a shareholder in a 7 year old company. For several reasons, my partner wants to quit. As we are preparing for his exit, we managed to value the assets such as buildings, trucks and goods. However, it is difficult for us to value items like the clientele, the company name, the various rights of dealership etc. What can we do? Dear Reader,

Joel Nsano Legal & Financial Consultant Email your questions at

Inyandiko zishyizweho umukono na Noteri


uraho, nagiraga ngo munsobanurire impamvu hari inyandiko ziba zigomba gushyirwaho umukono na Noteri ? Ibyo bikunze gutwara igihe ndetse n’amafaranga, ese ni iyihe nama mwangira ? Inyandiko yose ishyizweho umukono na noteri bisabwe n’impande zombi ihinduka inyandiko yemewe n’amategeko. Kubera ko Noteri ari umukozi ufata ibyemezo mu mategeko agenzura ko inyandiko zanditse neza ku burya bwubahiriza amahame yashyizweho bityo inyandiko ashyizeho umukono zikagira agaciro k’inyandiko z’umwimerere, bityo rero ihinduka inyandiko yemewe n’amategeko. Inyandiko yemewe n’amategeko isinywa impande zombi zihibereye kugira ngo noteri agenzure umwirondoro wa buri ruhande, arebe ubushobozi n’ububasha bw’impande zombi. Noteri afite ububasha bwo gusobanurira impande zombi ku buremere bw’amasezerano akozwe hagati yazo, ingaruka zabyo kandi akabaha ibindi bisobanuro birambuye. Akora ku buryo nta ruhande ruryamirwa mu masezerano, kandi impande zombi zigasinya ibyo zumva bitanyuranyije n’amategeko.

Je souhaite louer une maison mais celle-ci présente quelques défauts. Avant de signer le contrat de bail, j’ai demandé au bailleur que l’on fasse un état des lieux mais celui-ci considère que ce n’est pas nécessaire. Pensez vous que je devrais insister ? 46

The SERVICEMAG Sept-Nov 2013

As you mentioned, companies have (a) Tangible Assets made of vehicles, land, buildings, machinery, stock of goods etc. and (b) Non-tangible assets composed of business clientele, copyrights, dealership rights, exploration certificate, subscription to databases & software, corporate brand etc. The International Accounting Standards Board (IAS 38) defines an intangible asset as: “an identifiable non-monetary asset without physical substance”. Others define

the intangible asset based mainly on its lack of physical substance. The lack of physical substance would therefore be a defining criteria of an intangible asset. For valuing the non-tangible assets or goodwill, depending on the business sector your company operates in, you can use either present value model or estimating the costs to recreate it. Other methods are: 1. Average Profit Methods: Goodwill is calculated on the basis of the average net profit realized in the past years, then multiply

Icyo gikorwa cya noteri kiba cyabaye itegeko ntawe ushobora kukivuguruza. Ni ukuvuga ko iyo impande zombi zitumvikanye ibyo Noteri yasinyiye ntibishobora gukurwaho cyangwa guhakanwa Inyandiko zishyirwaho umukono na noteri zikunze kujya ku mapaji atari make kuko ziba zigomba kugaragaza umwirondoro w’abazisinya bakerekana ibyo basinyira noneho bakagaragaza ingingo zigomba kubahirizwa. Indi nyungu ni uko noteri agomba gusigarana kopi y’inyandiko zose yasinye. Amategeko asaba ba noteri kwandika mu gitabo inyandiko zose basinyiye, banditse cyangwa babitse. Ibi ni byiza kuko iyo utaye inyandiko yashyizweho umukono na noteri, ushobora kubona kopi yayo mu bubiko bw’inyandiko zo kwa noteri. Mu bihugu bimwe na bimwe inyandiko zashyizweho umukono na noteri zibikwa mu gihe cy’imyaka 100 !

’état des lieux consiste à donner une image précise de l’état des lieux loués, à prendre une sorte de photographie qui permettra lors du départ du locataire, de s’assurer que le bien loué n’a pas été détérioré eu égard à son usage normal. Donc vous avez tout à fait raison de demander à faire un état des lieux car cela vous protègera dans le futur lorsque vous quitterez le bien. Un état des lieux doit donc être établi lors de l’entrée dans les lieux loués, et un autre au moment de la sortie des lieux. Il ne faut pas hésiter à inscrire sur l’état des lieux chaque dégradation que l’on constate. L’état des lieux doit être établi de manière contradictoire. Le locataire et le bailleur doivent donc être présents. Cependant les parties ont la possibilité de mandater une tierce personne afin de les représenter. Cependant il peut arriver que le locataire ou le bailleur s’oppose ou néglige l’établissement d’un état des lieux. Il est vrai qu’au Rwanda, ce n’est pas une pratique courante. En général, les gens prennent une

2. Capitalization Method: Non-Tangible asset value is calculated based on the difference between company market capitalization and the company’s book value. The company’s book value is comprised in this case of exclusively tangible assets. We recommend that you approach your external auditor to advise you on which method to utilize to assess your company’s goodwill value. TSM

Katia Manirakiza Responsable du Département Légal de Ecobank Rwanda

Uko byagenda kose nabagira inama yo gusinyisha inyandiko zanyu kwa noteri kugira ngo mwirinde ingaruka zavuka hagati y’abantu mugirana amasezerano. TSM


the obtained average by a certain number of years.

Envoyez vos questions à askourlawyer@

maison à louer sans. Dans votre cas, si le bailleur refuse complètement, vous pouvez prendre l’initiative par l’intermédiaire d’un huissier. Néanmoins si aucune des parties n’entreprend d’effectuer l’état des lieux, vous êtes présumé avoir pris la maison en bon état de réparations locatives. En cas de litige, le juge estimera que les lieux ont été mis à disposition en bon état. A charge pour le locataire d’en apporter la preuve contraire. Sans état des lieux la preuve sera difficile à rapporter. Cependant s’agissant d’un fait juridique, la preuve pourra être rapportée par tous moyens tels que factures que vous auriez payées par réparer certaines parties de la maison. En pratique, il arrive que les parties qui ont quand même effectué un état des lieux d’entrée mais soient en désaccord sur l’état des lieux de sortie. Il convient alors de ne pas le signer et de faire appel alors à un huissier qui se chargera de faire un constat d’état des lieux. Les parties ont donc tout intérêt à conserver toutes les factures justifiant des réparations effectuées ainsi que tout document tels que photographies. TSM

The SERVICEMAG Sept-Nov 2013


youth talk

youth talk

Dydine Umunyana & her journey into the Rwandan Film industry

Byanditswe na Olivier Biraro

By: Gloria Iribagiza ydine Umunyana & her journey into the Rwandan Film industry D At 22 years, DydineUmunyana is an outstanding young woman who has dared to hope and set her career foundation in Rwanda’s

decided to participate in workshops about filmmaking and consequently made my first short film.

young and budding Film Industry. She is theYouth Peace Ambassador of Aegis Trustand Founder and Executive Director of Umbrella Cinema Promoters. She recently spoke to The ServiceMag (TSM) about her dreams and goals as a Rwandan youth.

It wasn’t easy because in the Rwandan culture girls are not highly applauded for speaking out, let alone making their own films. From my experience, I realized that there might be several other young Rwandan women with such talents who had no platform to express and nurture their talent. And through the Umbrella Cinema Promoters, I tapped into the possibilities of engaging women in cinema. I recently trained 15 girls at a cinema workshop that was successful.

TSM: What role do you play in the Rwandan film industry? I’m a film director, script writer, storyteller and actress. In July 2012, I produced a short film titled, ‘Goes Around Comes Around’, in conjunction with students from USC in California—I was the director, scriptwriter and main character of the film. The film is an education piece on HIV/AIDS that depicts the story of ‘Sugar daddies’ (men who manipulate young women with cash and other gifts in return for sex and friendship) and their role in spreading HIV. I also founded Umbrella Cinema Promoters, a non-government organization,in collaboration with National Treasure Athletics and Arts Inc. Florida USA and Michele Zousmer Photography Inc. California USA in February 2012. Through the slogan, “We are the change, we are the treasure” we aspire to promote women artists and their specific talents in bringing to light the word through cinema, through producing documentaries about women’s lives. TSM: Why are the above roles important? I could define my role as important in society in a way that, I use both my passion and talents to inspire people, most especially women. TSM: How has your career choice influenced the Rwandan Youth? I believe my career has influenced the Rwandan youth on how to express their feelings and talents through cinema. This way they can use the arts to become young entrepreneurs who are central in the country’s development.

All these achievements make me feel proud and I am encouraged that all my strength and hard work wasn’t in vain. TSM: What have you found most challenging? The biggest challenge is that many people in Rwanda still have myths and false beliefs about women working in cinema. I try as much as I can to demystify these ideologies. TSM: What motivates you? I’m motivated mostly by the fact that my mother and I are in the same career field. She never stops me from pursuing my goals and this greatly encourages me. TSM: What is your take on service delivery in Rwanda especially in your field? I see the future in the film industry. Rwanda’s filmmakers are working hard, and also ministries with other institutions are getting more interested in supporting our initiatives. TSM: What is your message to the Rwandan youth? My message for the Rwanda youth is that they should always feel capable and work hard. It doesn’t matter how old you are; you can start up something important and useful to the society.

Up Close Happiest when: “…I have completed any given task.”

TSM: What do you success story? What Since my becoming a high school, dream

consider your biggest did it feel like? childhood, I dreamt of filmmaker. After my I tried to make my come true and


Inspired most when: “…I read and hear the success stories of others.”


ukeshimana Vestine ni umubyeyi w’imyaka 33 n’abana bane. Muri abo bana harimo impanga. N’ubwo ari umupfakazi, Mukeshhimana ni umugore udasanzwe. Ni umumotari. Yavukiye I kanombe ( mu karere ka Kicukiro mu muryango utifashije cyane (ukennye).. Impamvu adasanzwe ni uko yagaragaje abari n’abategarugori bafite ubushobozi burenze ubugaragara, kandi ko kuba umutegarugori atari inzitizi yo kugera ku bintu bihambaye. Dore ibyo yaganiriye na The Service Mag Watangiye aka kazi gute? Nkiri umukobwa, nari mfite musaza we wakoraga akazi k’ubumotari. Niwe wanyigishije gutwara moto. Iyo namusabaga amavuta yo kwisiga cyangwa se ikindi kintu, ntiyampaga amafaranga ahubwo yampaga moto akambwira ngo njye kwishakira amafaranga, ngatwara abagenzi nka batatu nkabona ibyo yifuza byose. Ni uko natangiye gutwara moto. Musaza yakundaga kumbwira ngo aho kumpa ifi yanyigisha uburyo bayiroba. Ni ko kazi konyine wakoze? Oya. Kubera ko iwacu nta bushobozi twari dufite, navuye mw’ishuri ndi mu mwaka wa gatatu w’amashuri yisumbuye. Nyuma yaho nabaye umushomeri igihe kirekire, ariko nifuza kuba umumotari, ariko kuko nta bushobozi, nta kundi nari kubigenza. Nyuma yaho nagize amahirwe yo kubona akazi kuri sitasiyo itanga amavuta (lisansi), mu mwaka wa 2005. Icyo gihe nari maze no gushaka umugabo.

Mostly sad when: “…Failure stares into my face.” Favorite hangout spot: “…Jambo beach at Lake Muhazi.” Favorite drink: “…Mango Juice.” Gadget you can’t do without: “…my laptop.” Your Dream car: “…the car I will be able to buy with my own money.” Celebrity or famous person since time began: “…I would like to meet OPRAH WINFREY!” Relationship Status: “…I am dating.” Email: TSM

Nyuma yaho akazi karahagaze maze mu mafaranga y’imperekeza bampaye nguramo velo-moteur, ntangira no gukorera perimi (permis). Nyuma y’amezi atatu nari nyibonye, kuko n’ubundi moto nari nyizi. Aka kazi kawe kakugejeje kuki? Velo-moteur nayihaye undi muntu, hanyuma ntangira gukorera umugabo w’umukire, ariko hashize amezi make iyo moto ndayegukana. Imaze gusaza narayigurishije nguramo ikibanza ntangira kubaka. Kugeza n’ubu ndikorera, kandi abana banjye nta kibazo bagira, haba mu mibereho isanzwe no mu myigire yabo. Mbasha kubarihira amashuri meza, kugira ngo mbahe amahirwe njye nge ntagize. Mbasha kuzigama, muri make nta kibazo mfite, kuko icyo nshaka kwiha cyose nakiha.

Moto imaze gusaza yarayigurishije aguramo ikibanza atangira kubaka. Kugeza n’ubu arikorera kandi yabashije kuzigama. Ni igiki kigushimisha mu kazi kawe? Nshimisha no kubona abakiriya benshi kurusha bagenzi banjye dukorana. Yaba umugabo, yaba umugore cyangwa se umukobwa, iyo babonye ndi ku murongo nk’abandi, buri gihe baza bangana, ahari wenda kuko bakeka ko nza kubatwara neza kurusha abagabo. Ikindi kinshimisha ni uko abakobwa benshi ntwaye baba bashaka nabo kumenya uyu mwuga. Ese kuki hari abakobwa n’abagore bake bakora uyu mwuga? Ntekereza ko biterwa no kutigirira ikizere. Nkunda kubaza abakobwa impamvu batajya mu mashuri yo kwigisha ngo nabo babimenye, bamwe bakambwira ko batagirira ikizere cyane ababigisha, bamwe kuko bamwe muri bo wenda babasaba ruswa ishingiye ku gitsina abandi bakambwira ko ari umugore ubibigishije babyiyumvamo cyane kurusha uko baba babyishijwe n’abagabo. Indi mpamvu abakobwa badakora uyu mwunga ushingiye ku muco. Ni izihe ngorane uhura nazo mu kazi kawe? Kugeza ubu nta ngorane nari nahura nazo. Uyu mwuga uroroshye cyane. Hari bagenzi banjye bagira ikibazo cy’umutekano no kwamburwa moto, ariko njye n’ubwo hari igihe nkora kugeza saa yine z’ijoro, nta kibazo nari nahura nacyo muri aka kazi kanjye. Ufite gahunda yihe mu bihe bizaza ? Mbonye ubushobozi, nashyiraho ishuri ryigisha gutwara moto n’imodoka ry’abakobwa n’abagore gusa. Aka kazi karimo amafaranga, kandi abakobwa n’abagore ntibajya Babura abakiriya. Inama wagira bagenzi bawe: Kwigirira ikizere no gutinyuka. Aka kazi nta bibazo bishingiye ku ihohoterwa birimo. Abagabo ntibaturusha ubushobozi. Tugomba gutinyuka. Nimero ye ya telefone ni 0728549610. Email ye ni : motarvestinemukeshimana@ Ushobora no kumukurikira kuri Facebook.

The SERVICEMAG Sept-Nov 2013


youth talk

where we have been

Lessons for Rwanda’s tourism industry from Istanbul


By A. K Otiti


Byanditswe na Olivier Biraro


mutima w’umuco Nyarwanda ni ukudahigwa no kwanda. Izina u Rwanda riva ku nshinga “kwanda” ishatse kuvuga “kwaguka, gukura, kugira amaboko, no kudahigwa. U Rwanda bivuga ikintu giharanira buri gihe gutera imbere no kuba indashyikirwa. Kera iyo umuntu yavaga mu mahanga baramubazaga bati: “ese u Rwanda rw’iyo ni amahoro?” ku Banyarwanda ba kera, u Rwanda si igihugu cy’Imisozi Igihumbi gusa, ahubwo ni isi yose. U Rwanda ni igitekerezo cyo gutera imbere. Nanditse iyi nkuru kugira ngo nibutse abo dusangiye igihugu n’amateka n’ibyiza bitagereranywa by’urwa Gasabo abo bari bo by’ukuri, kandi kugira ngo bibatere ishema. Kuba umunyarwanda bivuze guhora wanda, kutagira ubwo uterera agate mu ryinyo ngo wumve ko wagezeyo. Kuba umunyarwanda bivuga

guharanira guhora waguka mu bwenge, kudahigwa, no kunoza umurimo, kuko ibyo aribyo bitanga agaciro mu ruhando rw’amahanga. Kuba umunyarwanda bivuze kugerageza gukora ‘ibisa nk’ibidashoboka’ kuba intwari n’inkwakuzi ukarenga imbibi z’ibishoboka, kubera ko usobanukirwa ko umuhanda ugana ibyiza birenze ibindi ukirimo kubakwa, kandi ko nutageregeza gukora ikintu kigusaba mbaraga, ubumenyi n’ubushake burenze ubwo ufite ubu utazigera na rimwe wanda, uzaguma aho uri nk’ikidendezi cy’amazi kigera aho kikanuka. Niyo mpamvu niba utewe ishema no kuba Umunyarwanda ugomba guhora ugenda nk’uruzi rugana inyanja. TSM



alt Disney, le créateur du légendaire Mickey Mouse et de Disneyland a dit un jour que tenter de faire l’impossible est un divertissement assez fascinant. Il se plaignait du fait que les gens grandissent et oublient facilement les rêves de leur jeunesse. Pour lui, la jeunesse ne fut point une période de la vie, mais un état d’esprit. Plus d’un demi-siècle après sa mort, il détient toujours deux records : celui de détenir le plus grand nombre d’Oscars (26) et celui de détenir le plus grand nombre de nominations pour les Academy Awards (64 au total). La qualité de son imagination, son intensité émotive, son goût d’aventure au-dessus de l’amour du confort a vraiment montré que le fait de rêver d’une chose indique que la capacité d’accomplir cette chose là dort au fond du cœur du rêveur. Disney était si impatient de vivre à fond qu’à 16 ans, il quitta son Amérique natale pour la France. Trop jeune pour aller sur les champs 50

The SERVICEMAG Sept-Nov 2013

de bataille dont il rêvait, il devint chauffeur d’ambulance durant la Première Guerre Mondiale. La guerre finie, de retour aux EtatsUnis, il créa une société de dessins animés mais le succès ne fut pas au rendez-vous. Quelques mois plus tard, c’est la faillite. Quoi que pénible fut la chute, le courage de Disney ne se brisa point comme un pot de porcelaine. Au contraire, son ambition et son rêve sont telle une balle de tennis : heurtée contre un mur, elle rebondit plus fort. Un rebond gagnant qui le conduit vers des hauteurs inimaginables. Tout comme Virgil qui disait que les gens peuvent, tout simplement parce qu’ils croient qu’ils peuvent a inspiré des multitudes, Il n’y a aucun doute que la vie de Walt Disney inspirera la race humaine aussi longtemps que durera la civilisation. Comme Disney, un entrepreneur en bourgeon

doit être assez intrépide, sûr de lui-même, sans peur de prendre des risques majeurs, et surtout, garder un etat d’esprit plein de confiance et d’anticipation, comme un petit enfant. Il doit aller au-delà de la frontière du « possible » et tenter de faire l’impossible. Il doit grimper l’arbre et aller vers les branches, parfois fragiles, tout simplement parce que c’est la où sont les fruits. TSM

y visit to Istanbul was a very pleasing experience from the customer service point of view. I sat there wishing I could take it back home with me. Maybe I just might; so I decided to share a few of the experiences, if we would learn from them, maybe we just might offer the same excellent service to our visitors in Kigali. Reception means be there and be welcoming Service providers are very welcoming. They do not just stand there and watch customers come in and fumble to find a seat or look around with no help. Whether it is in a shop or restaurant, a pleasant welcome, a smile and a disposition to serve are a very important part of customer service. A pleasant welcome is felt even beyond the language barrier. At the Grand Bazaar where shop owners are aware that shoppers may spend long periods of time bargaining, some even offer a seat and a cup of Turkish tea! Wait on customers not the other way Have you ever entered a shop and wondered whether someone forgot to lock up and then an attendant appears with a glum look on their face and stares at you as if to ask ‘What are you doing here?’ Everytime we walked into a restaurant in Istanbul, we did not have to wait, in fact as soon as we entered, we would be seated quickly and a glass of water would be set before us immediately. In the service industry we must wait on customers and not expect them to wait on us for services, products, bills or receipts. That calls for a fast service and a joyful presence. A customer should not be made to wonder whether you are hungry, poorly paid, sleep deprived or having family problems. Get on with your job and do not show any of your ‘issues’. Passengers are not burdens you carry Some agents and flight attendants make you feel like the baggage you are checking in. You dare not ask any question, make any request or ask them to explain delays. Just sit there till you are thrown on board and then sit there till you are delivered on the conveyor belt. Really? The Turks are generally friendly people and Turkish Airline staff appear

at ease and are therefore approachable and make one feel they are willing to help anytime. That makes for a pleasant travel even with the stress and fatigue the journey may cause. Concentrate on serving not billing You never see the bill until you ask for it in Istanbul. Forget our restaurants which are so reluctant to offer us service but so keen to bring the bill (even before you want to leave), take the money and even expect a tip – all for poor service. The principle in excellent service is you are welcome – and the welcome lasts - you can stay as long as

A PLEASANT WELCOME IS FELT EVEN BEYOND THE LANGUAGE BARRIER you want and while you are there, you can make additional orders. When you would like to leave, say so, your bill will be delivered promptly, you will pay your dues and leave. This goes for restaurants and shops as well. Shop attendants often get tired of customers who ask about a number of products before making a decision to buy; but that is the customer’s prerogative and should not bother the attendant. Information, information, Information! Give information clients need and give it willingly and in the most convenient forms. Tour guides are government employees in Turkey and they are trained to treat visitors well, give information and be pleasant and flexible. Guides make life so much easier for the tourist and they must be knowledgeable and accommodative of all the visitors’ cultural differences. In addition, information should be well packaged and made available in booklets, brochures and other media forms in places where tourists visit. Know your product well When you are in a new place, you will often find names of dishes confusing and menus do not always explain what the dish consists of. Therefore it is very helpful if a waiter can explain when asked what a dish is. In some

restaurants in Kigali, a blank face will stare at you if you ask ‘What do you recommend?’ Enquiring what is available will get you ‘I don’t know’ or ‘everything’ and then they come back to say actually nothing. Take time to find out about the products on sale in the business you work for; be knowledgeable as you deal with customers. If you are a waiter or waitress, take the time to understand what all those strange named dishes really are, know what is available to serve, what the chefs’ special is and be ready to give an intelligent recommendation when asked to. If you are attending to tourists or foreign visitors who do not know the local products, be willing to give some more detail on the products. Design and avail Souvenirs Travelers especially tourists want to take something home with them to remind them of the place they visited or gifts for their friends back home. Make sure visitors can take a piece of Rwanda with them and remember Rwanda. All kinds of souvenirs should be available everywhere visitors go at a reasonable price. This is very important because local businesses often want to get huge profits from foreigners and they may tend to rip off visitors just because they are foreigners. When visiting the Hagia Sophia for example, one can buy magnets, key holders, mugs, scarves etc. Many products can be customized for visitors to buy and take home as souvenirs. Whatever you serve, whatever your business, know and endeavor to meet the needs of your clients! If your customers want a bargain, be ready to haggle in the most pleasant of manners, if your customers want variety in product and price range, offer it – let them know you have different quality and price for them to choose from. The visitor’s total experience is made up of various encounters, most of which depend on the service providers at different points and these will determine the growth or lack thereof of the tourism industry. Visitors want to go back to places where they have been treated well and they will recommend these places to their friends. Let us offer an excellent service and get repeat visits and recommendations. TSM

The SERVICEMAG Sept-Nov 2013


have your say

where we have been

Get rid of poor service! By: Umutoni Natacha


oor service has persisted and for some, it has become acceptable. The rest of us find ourselves praising service that is merely average because poor service is so rife. We are actually surprised when we get good service. I have observed a few reasons why this is the case: 1. The people hired to offer service: Just like not everyone can be an engineer, physician or pilot; the same applies to customer service. Not everyone has the people skills and empathy; some people belong in the back office. Very few companies offer customer service trainings and when they do, they do not follow up on the outcome, everything is on paper. Business owners need to hire people with the right skills regardless of their degrees; train them and follow up closely on customer feedback. 2. We are Rwandans: I am 150% Rwandese and without prejudice, I can say it is our nature either by birth or we adopted it, to play hard to get and not show our emotions. So, when we are dealing with customers it is hard for us to connect with them immediately. We take time with people. While this is a good thing, it unfortunately does not benefit businesses. A first good impression sticks with the customer. 3. You stay where you are ignored: They say be with those who love and cherish you which we do with our personal relationships but why

don’t we do that in businesses? We complain about the restaurant that serves cold food and have horrible staff yet we always go back, or the bank that has rude tellers but we always find ourselves there, a designer who fails to deliver on time and affecting our business but somehow we cannot get rid of them. I believe if we complained and moved on, something would change. 4. Not in the customer’s shoes: Many companies create products, set up policies/ procedures that are beneficial to them but not the customer. Even after expressing their dissatisfaction, customers are left wondering if anyone in the business cares. Companies will give excuses/apologies but will fail to see through the customer’s eye. Unfortunately this is done by people who do not interact with customers directly, which makes it harder for those who do. Products should be created that will benefit the customer, policies that will make it easy for a customer’s issues to be handled. And I don’t think excuses ever kept a company running. 5. Sometimes it hurts to say thank you: Have you ever worked yourself off and worn out only for someone else to take the credit? When you fail to reward your staff for a work well done, they become de-motivated and feel undervalued. The best will leave for greener pastures, and those who cannot leave will only deliver bad service since they

have no motivation. Recognizing and rewarding staff especially those who handle customers’ issues directly is rewarding to the company. This goes hand in hand with taking measures for bad behavior and dealing with staff who offer poor service. If you don’t remove the rotten apple in the basket, you will find yourself with a whole basket of rotten apples. 6. You stopped learning: I have observed big companies and noticed two things: either a company will aim for excellence and innovation of their products or services; or they will become consistent in what they do and stop there. Unfortunately in my opinion, the latter is common in our country. Some businesses even go bankrupt and close. When you stop learning and excelling, you become complacent. Customers get bored, and in the technology era there is always something new. Even if you have the strongest brand in the region, if you cannot keep up, you will lose customers. For a constant good service to be there is need for consistent learning and innovating. 7. I hate this job! Unfortunately this is one of the jobs that are underrated yet one of the most important. It is always seen as a transitional job and very few do it enthusiastically hence many despise it and see it as a dirty job. Customers are difficult, policies ridiculous, bosses hard to deal with etc but if you choose to take each day differently and always start afresh, you will start to love it.

managing events at the kigali serena hotel By The Points Events

I am an Event Planner and I know a successful event takes more than one individual. Working with a people that are dedicated makes a great event. So when choosing a location a lot has to be thought through thoroughly.

seating rearranged, decided that I needed the screen for a presentation in addition to many other things that I thought about on the spot. It was done. Not for a minute did I feel like my requests were an inconvenience them. My bill did not change either.

In Kigali there are a number of places you can hold an event but when it comes to good service, none beats the Kigali Serena Hotel. With their smiling welcome, the staff makes you feel at ease. The phrase, “the customer is king” comes to life in Serena. Their attention to detail is unbelievable. From the moment you make a booking to the last guest leaving you feel supported.

As an Event Planner one feels that her client and their guest will feel safe too. Their cars will not leave with parts missing nor will they worry about being mugged as they make their leave. Serena Kigali gives an event planner no reason to keep away. If anything, it gives you every reason to come back.

The Serena staff, right from the boss to those that set up the chairs, gives you maximum respect and dedication. I recently had an event where I had to change a couple of things last minute. I wanted the

Serena Conference and Banqueting coordinator Tel: +250 252 597100, +250 252 0788184500 e-mail:

If we as service providers laid down our pride, left those who ignore us, appreciated our staff and took measures to improve service, I think Rwanda would step a mile toward excellent service. TSM Umutoni Natacha <>

Kigali Serena 52

The SERVICEMAG Sept-Nov 2013


The SERVICEMAG Sept-Nov 2013



How tigo Rwanda tapped into expo’s potential to become tops T

he 16th edition of the annual Kigali International Trade Fair (Expo) closed on a high, in August, with several companies walking away with accolades. Tigo Rwanda was named the overall best exhibitor, having beaten Bralirwa and Simba Supermarket to the trophy. The trade fair, according to the Private Sector Federation, attracted an average of 13,000 people per week day and between 25,000 to 30,000 people during the weekends with dozens visiting the telecom giant’s stand at an alarming. This, Rene Bascope, head of Corporate Services at Tigo Rwanda, acknowledges didn’t come easy. “We took the expo very seriously and started preparations three months before the launch. We were the first ones to actually start construction of our stand which shows how seriously we took the event,” he said in an interview with The ServiceMag.

“We wanted to raise the bar not only in what we presented physically but also what we did in the expo. In that sense, we had a very modern open space presentation where we had three main areas; the customer service area, the experience Zone, and the Tigo-Matic. There was also free Wi-Fi anywhere in the Expo Grounds forall the visitors.” Bascope, unlike many other corporate firms’ leaders believes that the expo isn’t only there for firms to make sells and promote their brand. “When we were talking about what we were going to do at the event, we not only wanted to showcase our brand but also wanted to give relevance to the event since it’s the most important economic event in the country,” he noted. He urged companies in Rwanda especially the large ones to support this event not just by going and selling but by also talking about it and promoting it. Asked on whether Tigo-Matics, Automated Teller Machine (ATM) where

customers are able to buy airtime, recover their SIM cards (SIM swap) as well as send or receive money around the clock, had achieved success during the event, Bascope said it was one of their best decisions and that it had served its purpose since many Rwandans had never seen or experienced its use. “The decision of taking the Tigo-Matic to the event actually served the purpose of bringing something that hadn’t been seen in Rwanda before and in line with the digital lifestyle that we want to project as Tigo.” “I think this award is recognition for a job well-done and a reminder that we are on the right path to having our clients experience a digital lifestyle and keep smiling throughout as our brand suggests countrywide,” said Pierre Kayitana, the telecom Public Relations Officer and Events Manager. Rwanda’s mobile phone penetration rate has improved greatly within the last six months, an indication that the population is enjoying the benefits accruing from the use of the devices. According to latest statistics from Rwanda Utilities Regulatory Agency (RURA), the subscription seems to be improving greatly as 62.8 per cent of the population have access to the devices.

MTN Rwanda which has more than 3.6 million people and ahead of new Indian entrant, Airtel with 959,551subscribers today. “As the business grows, consumers demand more. So you constantly need to find better ways to find open channels of communication from consumers to us,” said Bascope. “They are supposed to reach us through our service centres, call centres, social media and through our people. It’s important we stay on that line and know what the market wants.” There are two of the Tigo-Matic machines already in place, one in the Muhima and the second in the Nyabugogo business hub, with the machines having been introduced in July. To note, the telecom services provider last year provided two young entrepreneurs with US$ 25,000 each to kick-start their projects aiming at bettering the lives of children. “The ‘Reach for change’ initiative is one of our projects that look to support youths with good ideas in order for them to make a change in their society,” said Kaitana. Tigo also partner with the City of Kigali to organise taxi motor cyclists in Kigali and in other areas in Rwanda in federations to operate in an organised way, safely and with hygiene.

The figures that account for subscription recorded from January up to end of July show that the mobile phone penetration increased from 5.9 million (55.1 per cent) in January to 6.6 million (62.8 per THE DECISION OF TAKING THE TIGOMATIC TO cent) in July. THE EVENT ACTUALLY SERVED THE PURPOSE OF


“It’s part of our RWANDA BEFORE AND IN LINE WITH THE DIGITAL corporate social LIFESTYLE THAT WE WANT TO PROJECT AS TIGO responsibility to see that every Rwandan has a mobile phone and is well-versed with ICT,” Kayitana said. “We give them free weatherproof motorcyclists’ vests like in Kigali we have “We are part of the ICT awareness over 12,000 motorcyclists in Kigali wearing campaign, an initiative organised by the Tigo vests,” he said. Ministry of ICT to sensitize people on the use of ICT especially in places where there “We also have a project for TV&ICT rooms in is low penetration of mobile phones and communities. There are over 50 TV rooms technology.” in the Kigali City surburbs especially where TV penetration is low where we put TVs for Tigo Joined launched operation in Rwanda the people to meet to watch news among in 2009 and has democratised the market others.” giving Rwandans the most affordable rates countrywide. All this sums up how truly Tigo deserved the best overall exhibitor award. “It’s no longer a privilege to have a phone to communicate with someone else and as our brand suggests, we aim at having every Rwandan smiling all the time,” Kayitana said. Tigo Rwanda has now over two million mobile phone subscribers closely behind 54

The SERVICEMAG Sept-Nov 2013

The SERVICEMAG Sept-Nov 2013





By Efua Hagan The author is the founder of iola Designs ltd Personality from Africa

For Her Friday Evening Yellow is a rich colour that represents brightness and positivity. This is a hot look to rock and feel good in on a Friday evening out with your girls after and productive week at work. Get this look by coordinating retro earrings with cute mustard peep-toe wedge shoes, a brown leather purse, a bold African print skirt, and last but not least a simple yellow blouse. The trick is to let the bold skirt do the talking and accessorize around it!

For Him Corporate This smart/casual look for work can be achieved by matching black trousers and smart shoes with a unique shirt. Create an exceptional look and stand out of the crowd. Batik Shirt dyed and designed by Glo Creations


RWF 35,000

African print skirt and yellow blouse by the Marion in Kigali, designed by Naleli Rugege


Yellow Blouse RWF40,000, African print skirt: RWF 40,000

Cool and calm

Corporate Sometimes aspiring to look corporate may result in box suits that don’t flatter the female figure. Getting tailor made office wear can work wonders, and can enhance positive first time impressions from customers and prospective clients. Stick with cool calm colours and accentuate them with moderate makeup or accessories. This custom made two piece outfit can be complemented by comfortable black heels and a confident lipstick application.

If your job requires you to wear a suit from Monday to Friday, chances are that you probably anticipate weekends. On a Saturday afternoon, leave your house in a relaxed manner and still look great by combining the following items: navy blue jeans, red burnout t-shirt, lace shoes, a man’s bracelet, and sunglasses. Men’s bracelet by Songa Designs


RWF 7,000

Blue two piece corporate outfit by INCO icyusa, designed by Ituze Ndutiye Colombe


RWF 70,000


The SERVICEMAG Sept-Nov 2013

The SERVICEMAG Sept-Nov 2013




Ghana Consulate Opens in Kigali

RWANDAN FASHION UPGRADE 2013. RWANDA CLOTHING by: Joselyne Umutoniwase Photography by: Till Loeper.

UAP wins the Best in Service award at the Expo


The SERVICEMAG Sept-Nov 2013

The SERVICEMAG Sept-Nov 2013


The SERVICEMAG Sept-Nov 2013


at your service

On the airwaves!! By: Eugene Anangwa

Experience more power and more innovation with the BLACKBERRY® Q10 available at MTN


ugene is a trained broadcast journalist, current working as Deputy Editor in Chief at TV10. He is also an executive producer and host of the weekly informative and entertainment TV show “Insync Rwanda” dealing with issues affecting the youth of Rwanda. Eugene also serves as Master of Ceremonies at various corporate and social events. ‘My passion for the media industry started when I was around seven years old; I admired and always dreamt of being a part of this profession’ Eugene says. So what did he do to get there? ‘I would take my father’s cassettes to record myself reading the news and presenting shows. I received a couple of beatings when my dad discovered that some of his favorite Aurlus Mabele tapes no longer had his favorite track “Loketo”. In its place was my recording.’ But that did not deter him. Eugene confesses that his love for the media industry kept growing through high school. He was certain this was the career he wanted to pursue. In college, he did not miss any auditions for TV and radio commercials. Sadly, he did not get any of these roles but he kept his head up and did not give up. One day during a class visit to a radio station as a class, they were given a radio commercial script to record. The station promised to inform them when the client made his choice. ‘A few weeks later while listening to radio, I heard the commercial and it was my recording that was on air! I informed my lecturer about it and she advised me against demanding for pay, she advised me to go to the station and find out what more I could do for the radio. This marked the official beginning of my career in the media industry. A few days later, I received a call from Anthony Wafula, the breakfast show host and producer at the radio. He asked me to host a ten part series of a show leading up the “World Social Forum” held in Kenya in 2007.’ At the end of the ten part series, Eugene found himself in the news room anchoring the English news at the same radio station. Although

he was not being offered a salary then, his transport was reimbursed and he could report at the station. All I wanted was the experience,’ he says, ‘and to be able to learn the ropes in the industry.’

for only RWF 460,000

Fast forward to mid 2007, Contact FM, one of Rwanda’s top private radio stations was hiring. Anthony Wafula recommended him for the job. Negotiations with the top management of the radio, then an interview and he got the job. Eugene landed in Rwanda in March 2008. He was a man on a mission; to offer a contribution to the development of the media industry in Rwanda. Five years down the road, a lot has changed and the standards of the media industry have improved tremendously. Eugene, who was inspired by his late uncle who used to work for Kenya’s national broadcaster (KBC), feels like he picked the mantle from where his uncle left off. He enjoys the challenge the media industry presents to him. ‘Every day, I must strive to remain relevant. I must be dynamic, creative and give people a reason to watch or listen to me’ he says. Knowing that every day he does this, he inspires someone out there pushes him to keep talking! Eugene’s word to the young and upcoming 1. Decide early what you would like to do in life. 2. Start living that dream. If you want to be a broadcast journalist, record yourself, speak like one; find out what you need to do to become what you dream to be. 3. Focus on your goal, be disciplined, work hard and avoid shortcuts. 4. Identify your role models; people who inspire you in the profession and strive to be better than them. So go young people, you can become what you dream to be just like Eugene!

Stay connected with the latest BlackBerry® Q10.


Catch him on air on Rwanda TV with “Deejay Nano”, every Saturday from 9am-10am with “Insync Rwanda” You too share with us how you chose your career, developped it, your challenges and what you enjoy most about it. Write to


The SERVICEMAG Sept-Nov 2013

The SERVICEMAG Sept-Nov 2013


Build up a winning team, it will make you a winner too

Reward employees who provide good service. Akirana urugwiro abakugana


The SERVICEMAG Sept-Nov 2013

The ServiceMag Issue 15  

Skol Brewery behind Rwanda's Beer Market success, BRD Celebrates 46th anniversary, Rwanda National Police & service delivery, How TIGO Rwand...

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