Issue 10: June — August 2012
Awarding its best employees Ibya make birahenda La Motivation Emotionnelle tout aussi essentielle
NEW SECTION! RESTRAURANT REVIEW
Clarrise — Inspire Africa Contest Winner
Rwanda Social Security Board in Customer Care Improvement Drive
Focus: Hearing from Rwandan Youth, UNFPA and Minister of Youth
better engineering services +250 788307777 / +250 788645264
Contents Women Entrepreneurship
38 Tips on starting a successful business 39 2 Things that are killing your business 40 Fostering innovation 41 Women, gender relations and entrepreneurship
10 What do we understand by the meaning of Customer Service 12 Tracking the customer care problem in Rwanda 14 Digital mobility for your business 16 Ibya make birahenda
Angelique Kantengwa Director General - RSSB
34 RSSB in customer care improvement drive
52 Le Bistro, Gisenyi
Dusangire Ijambo 46 Is there any policy to protect tenants from rogule landlords? 48 Hole in the pavement 49 Smile and greet - Guidance from Mauritius
Where We’ve Been
Clarisse Iribagiza, CEO - Hehe Ltd.
53 Intambwe 9 ziterwa mu kwakira neza umukiriya 54 Priscilla - la perle rare de l’agence de voyage ITA 55 11H de transit déplorable à Nairobi avec Kenya Airways
Marketing Manager, BRD
32 Private Sector Federation: Providing special impetus for business growth
For You Manager 20 Importance of Professional Networking 21 Icyo wagenderaho mu guhitamo uzagufasha gusora 22 Don’t die with your business 23 La Motivation emotionnelle tout aussi essentielle
Jean Philbert Nsengimana ON THE COVER Marthe Nyiraneza, an Administrative Assistant of RSSB COVER PHOTOGRAPHY Mark Darrough
Minister of Youth and ICT
Focus 26 Hearing from Rwandan Youth, UNFPA and Minister of Youth
Votre Bien Etre 44 Cholesterol - Bourreau De Nos Cœurs! 45 Headache - A nuisance in the work place
ON, , CARTO R E W Y A GE, K OUR L DE VOYA PLUS: AS T E N R A L, C PICTORIA SERVICE AT YOUR
The SERVICEMAG June - August 2012 | 3
Diligence is the mother of good luck
oseph was a brilliant student who passed all his exams with flying colours. His dream was to become a doctor to save the lives of people in his community. After his ‘A’ levels, he submitted his application for a scholarship to study abroad. Once the application was sent, he dedicated most of his time in church praying and fasting. Thank God, his prayers were answered as his name was among the lucky candidates chosen. The only condition was that he needed to be ready to travel the week after the results were out. It was at that time that Joseph realized that he didn’t have a passport. In his country, obtaining a passport is a long battle and by the time he finally got his, the deadline was over. He ended up not being able to pursue his dream. He simply became a clerk in his village. Many of us believe in fate and accept things as they come. We spend less time in preparing ourselves. It is said that “Luck is when preparation meets opportunity’, yet many just sit and wait for luck to knock their door. No matter where we come from, we can push luck on our side if we dedicate ourselves to working hard and being ready when the opportunities come. I often ask the pessimists to go to the airport and see the number of foreigners coming to Africa. The planes are full of people who know that Africa is the new Eldorado. The future of the world is Africa. The message to younger people is not to hassle running away from their motherland. Africans can still work together to decide their destiny if they are prepared. So wake up and take action. In this issue we are featuring a special coverage on the aspirations and expectations of Rwandan Youth. We also share with you interviews of the young and dynamic Minister for Youth on Rwanda and UNFPA Country Director, Victoria Akyeampong. The Rwanda Social Security Board is one of the important institutions in Rwanda where the youth could benefit from if they are to save for the future. This issue has more than 36 articles in English, French and Kinyarwanda and we do invite you to share them. We also invite you to read our weekly online articles that are thought provoking and contributed from writers the world over. Always remember that diligence is the mother of luck. Luck doesn’t come if you are not prepared. Seize the opportunities around you. The future is bright for Rwanda and for Africa. Believe in it, be prepared and work towards it. Enjoy the reading.
Publisher Sandra Idossou email@example.com Design & Layout Edward Matovu firstname.lastname@example.org English Editors David Kezio Musoke - email@example.com Aryantungyisa Otiti - firstname.lastname@example.org Kinyarwanda Editor Gaspard Habarurema email@example.com French Editor Diana Ramarohetra firstname.lastname@example.org Marketing Consultant Oscar Karekezi email@example.com +250 788 855 826 Marketing Assistant Lynda Mushinzimana firstname.lastname@example.org +250 788 308 559/+250 788 781 562 ServiceMag Online Webmaster Willy Liambi email@example.com Photographers Mark Darrough - firstname.lastname@example.org Timothy Kisambira - email@example.com Cyril Ndegeya - firstname.lastname@example.org Cartoonist Ndarama Assoumani email@example.com Contributors Simon Corden, Wanini Gichuki, Sameul G. Kariuki, Richmond Runanira, Jean Pierre Afhadli, John Gakeche, Eddie Heh, Abdi Simwaya, Gloria Iribagiza, Paul Ntambara, Berna Namata, Ida Alexandra Humuza, Dr Rachna Pande, Benjamin D. Cox, Andy Chuks, Christopher D. Smith, Ellie Kates, Sam Kebongo, Eugene Anangwe, Eva Gara, Manisha Dookhony, Joe Nsano, Katia Manirakiza, Shivani Suresh, Sandra Idossou, Charles Kabera. The following organisations supported us in producing this issue: Diamond RDB, RSSB, MTN, UNFPA, BRD, PSF, UN Women Platinum RwandAir Gold Turkish Airlines, KCB, Qatar Airways, Inyange, Kalaos, Bralirwa, African Trade Insurance Agency Silver Igihe Bronze Intersec, GCG Associates, Easy Info, iAfrica, Ad Care *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.
4 | The SERVICEMAG June - August 2012
KNOWLEDGE IS POWER
mob: +250 786 730 231 line: +250 280 444 849-50 mail: firstname.lastname@example.org
The SERVICEMAG D March - May 2011| 5
NEWS IN BRIEF
Turkish Airlines launches in Rwanda
KCB Contact Center launched
Rwanda government officials with Turkish Airlines executives cutting the ribbon to officially launch the arrival of Turkish Airlines in Rwanda
n May 16th, 2012, Kigali became the 20th African destination of Turkish Airlines, a Star Alliance member. The airline will fly to Kigali from Istanbul 3 days per week on Mondays, Wednesdays and Saturdays. THY currently flies to 190 destinations among which are Kampala in Uganda and Nairobi in Kenya. On the inaugural flight was Turkishs CEO Dr. Temel Kotil accompanied by senior airline executives and a sizeable delegation of 30 Turkish government officials and business people. “We are going to connect Kigali, not only to Istanbul, but also to 72 other destinations in Europe, including Russia, the Far East and many other parts of the world,” said Dr. Temel Kotil, the President and CEO of Turkish Airlines. The direct flight by Turkish Airlines will see 70 tonnes of local products exported to Turkey thrice a week, a move that would boost trade between the two countries.“Our goal is to have a cargo service and the capacity will put pressure on prices to be charged per kilogramme,” said Dr. Kotil. The Minister of Infrastructure Albert Nsengiyumva said that Turkey is one of the world’s emerging markets and the opening of the Kigali route would benefit the country’s business community. TSM
Inyange Milk - now closer to you
magine being able to purchase chilled, pasteurized, and Ready to Drink Inyange milk for as little as 100 RWF! That’s exactly what Inyange Industries’ revolutionary Milk Dispensing machines can do for its customers. These new automated vending machines allow customers to simply insert coins, purchase their desired quantity of cold, pasteurized milk, and carry it away using their own containers. Last month, Inyange also launched the Tetra Fino 500ml milk pack at the low price of 350 RWF to retailers nationwide. In an effort to respond appropriately to consumer’s demands, Inyange has made a commitment to making its refreshing and healthy milk products affordable and easily accessible for all Rwandans to enjoy. TSM
6 | The SERVICEMAG June - August 2012
n order to ensure that the bank facilitates easy communication with its customers, KCB Rwanda has launched a state of the art ‘Contact Centre’ that will be a key customer touch point in the bank’s efforts to improve on its services. This ‘Contact Centre’ will enable customers to have access to the bank from the comfort of their offices or their homes or wherever they are. Customers can contact the bank through different means using telephone and, email, social media such as twitter and Facebook. In the near future through text messaging and webchats. The ‘Contact Centre’ will handle the following: • Product and Service Information • General Account Queries (both transaction accounts and loans) • Queries on KCB Agent Banking services • Branch/ATM/Agent locations The Contact Centre services will be available to KCB Rwanda customers across the world. The KCB Rwanda ‘Contact Centre’ is set up with the support of the group ‘Contact Centre’ in Kenya. The team comprises local young multilingual Rwandans who have been given extensive training in such operations, and customer service handling. This will put KCB ahead of the competition in providing the customers with a delightful banking experience. TSM
CEO Toroitich Maurice and Head of Business Gloria Nyambok
PHOTO: Turkish Airlines
The SERVICEMAG June - August 2012 | 7
Like us on Facebook
Follow us on Twitter
Customer Care implies staff Care
I cannot agree less, in a professional world where Customer care is key, employers should always look out for the major qualities, which make the best team, staff welfare should always be part of the package and of course the enthusiasm built in them should be a major driving factor that keeps the fire burning in their bellies to perform even better. Cheers.
Nagize amahirwe yo kubona Gloria akora. COVER STORY
What I like most is being independent, discovering my skills and abilities and this enables me to know what I can offer.”
PHOTO: Gael V. Weghe
MP PAID STA
CONNECT WITH US
5 THINGS YOU WANT TO KNOW ABOUT GLORIA UWIZERA KAMANZI
Glo Creations is a Kigali based handicrafts company that is run and managed by Gloria Uwizera Kamanzi
Muraho amakuru yanyu?
Mbonye inkuru yawe wanditse udushishikariza gufata neza abakozi dukoresha mu rugo,rwose wagize neza kwandika iriya nkuru kuko ndahamya ko yageze ku bantu benshi kandi bakuyemo isomo. Nkanjye ubwanjye nsanzwe ngerageza kubafata neza ariko hari ikindi kintu wambwiye ntajyaga nkora kandi gishoboka nko kubaha umunsi wo kuruhuka mu cyumweru. Urakoze cyane ukomeze utugezeho inama zawe nziza Hakizamungu Didier
Arura ibyo ushoboye Ahenshi muri za resitora mu mujyi, usanga umukiriya ashobora gufungura ibyo ashoboye dore ko ahenshi usanga handitse ngo, “ arura ibyo ushobora kurangiza”. Ibyiza ni uko wakwarura duke ukiyongeza igihe wumva udahaze aho kujwigiza isahani ugakora ikirunga. Arurira ku isahani ntuyuzuze cyane…… Arura wuzuze isahani ariko ntukabye. Iyo wiyaruriye ukajwigiza isahani bigaragaza ko uri umushonji, gerageza kwihesha agaciro wiyarurira ibyo ushoboye. Ni byiza rero kuvanga ibiribwa bitandukanye, ugafata ubwoko bumwe ukabushyira ku ruhande rumwe ubundi bwoko ukabushyira ku rundi ruhande aho gufata saladi ukayivanga na deseri. Ikindi tugomba kumenya ni ukwitonda ntuce ku bandi igihe muri ku murongo mutegereje kwiyarurira. Nubwo waba ushonje gute ntugace ku bo usanze ku murongo.
Je suis tombée récemment sur votre émission sur Radio 10 et j’ai particulièrement apprécié les sujets qui y sont traités. Il est vrai que le magazine est important mais l’ouverture sur la Radio 10 est une très bonne chose. Car cela rend plus accessible à la population des sujets qui vont contribuer à améliorer le service à Kigali. Gatera Lili
8 | The SERVICEMAG June - August 2012
She started her company when she was 26 years, after picking skills in Senegal
She has traveled extensively in the USA, Japan, Egypt, Thailand, Malaysia, Tunisia, India, Kenya and Uganda to expose her work and learn new skills.
Her collection of Batik textile designs stretches from a range of handmade products that are either printed or dyed.
With a team of talented artists she has produced a collection that includes, hand-dyed and printed T-Shirts, handbags and home decor accessories such as, cushion covers, wall hangings, tablecloths and tablemats.
28 | The SERVICEMAG October - December 2011
Nagize amahirwe yo kubona Gloria Uwizera Kamanzi akora. Akorana ishyaka, bimurimo, mbese buri wese yamwigiraho. Sinshidikanya ko azatera imbere cyane ko ubwiza bw’ibyo akora bijyanye n’ubwitange n’umurava bimuranga . Ikirenze kuri ibyo afite n’ ubwitange mu gufasha abandi bagore kugira ngo umuco w’ubumuntu umurange mu byo akora byose, ibyo biha akarusho ibyo akora kandi bikanabyongerera agaciro.
Bravo pour vos articles sur la santé
Je suis, comme la plupart des bureaucrates, sans cesse devant mon ordinateur et je ressentais des douleurs au dos de plus en plus fréquentes. Grâce à vos conseils, je me sens vraiment mieux. Un grand merci.
What is happening to Bourbon Coffee?
As a Rwandan, I am very proud of some of our achievements. Bourbon Coffee, used to be a great source of pride especially when I first moved back home. Their deco, ambiance, free internet, and even some of their staff used to make their three outlets the best hangouts. Recently, I have realized there is a decline of service. The employees are no longer as dynamic as they used to be or even as happy as before. Even their supervisors seem to be there only for their Internet as they are always on their laptops and do not even have a look at what is happening. I really do not know what the problem is but I know there is a problem. Why is their service declining so much? There must an issue. It is really a shame that what started so well is dying off.
Customer care requires Good Systems, Employees and the right strategies Customer care can’t work even if employees are given care when there is no system in place to monitor customers. Also customer care is possible when there are appropriate quality systems in place. Some banks like BPR faces a customer care crisis because of large number of customers and lack of proper market segmentation strategies. So customer care is a crosscutting issue that involves employees, systems and strategies in place to ensure that employees and customers are always happy. Joel Wafula
Ese mwak unze inya tubageza ho? Turab ndiko asaba ngo muduhe ib itekerezo Kuri: lette . rs@servic emag.com
The SERVICEMAG June - August 2012 | 9
PHOTOS: The ServiceMag
What do we UNDERSTAND by the meaning of
CUSTOMER SERVICE? By Simon Corden 10 | The SERVICEMAG June - August 2012
ustomer Service: Two words that can mean the difference between keeping customers and losing them to competitors; the difference between a good reputation and a poor one; the difference between being in business or out of business. And yet that’s not always true in some trading environments, often where choice and competition is limited, poor service can survive even thrive. Is this the case in Rwanda? Before answering that question, let’s consider some basic assumptions about customer service. What is Customer Service? The phrase is just one of many that tries to give a simple label to a positive experience you expect to have as a customer, where value is created for you from the first point of transaction throughout your dealings with an organisation. The first point is that customer service is end to end, not just the smiley face at the beginning. Here are some other similar phrases: customer satisfaction, customer focused, customer care and customer centred. Are they useful if so how? Do any of them actually help an organisation, or more importantly help a customer get what matters to them? I have reservations from personal experience and from helping leaders of service organisations improve. Though different, all of them have one thing in common – the customer – yet I often find that through a series of awkward ‘customer care’ policies and procedures the line of sight between leaders (those that can make service good for customers) and the customer is blurred, confused or even side-stepped. How is it then possible to routinely deliver good service? For example, the performance of many call centre operators is often measured against: • The call duration where short is good; • The number of calls answered in a day where many is good; • The number of calls closed in a day where many is good. Do any of these measures help the customer get better service? No, but they help the organisation think they are. They are just measures, things that can be counted and have
... customer service is end to end, not just the smiley face at the beginning some vague connection to the customer, but they’re meaningless. What the customer wants from a call centre is: • Their problem fixed – “my modem doesn’t connect to the Internet” • Their query answered – “how much does mobile banking cost me per month?” • A service booked, time and price agreed – “can you fix my leaking roof?” In any of these scenarios, it will not be helpful if the operator is rushing the call to get a short call duration and chalk up another call on the league table. This kind of thinking is based on the assumption that activity equals cost; therefore less activity (short calls) equals less cost. Sadly, what actually happens when leaders take a look is that the rushed call doesn’t gather all the information, or if it does, it’s not accurate. Problems aren’t fixed, mistakes are made and jobs have to be redone. All of these things actually do contribute to cost. Back to the ‘Customer’. He or she is often seen as a ‘buyer’ of goods or services. Other definitions use the term ‘consumer’. Yet it can also be someone who doesn’t buy, but just browses or has a potential interest in buying or consuming goods or services. Some organisations even consider
people that accompany the buyer, consumer, or potential buyer or consumer as a customer. In the UK for instance, some shopping malls offer spaces for shopping companions to wait while partners shop. Facilities include seating, refreshments and entertainment. In simple terms, a customer is a person or thing that an organisation has set out to serve. Now what about ‘Service’? More importantly, what is good service? The ways in which organisations measure good service is probably innumerable, here are a few: • Sales renewal rates • The number of queries or complaints about products or services • The number of complaints about employees • The number of damaged or faulty goods returned • Average order-fulfilment times • The number of contacts with a customer each month • The volume of marketing material sent out and responses generated • Time taken from order to delivery. The big question to ask is whether any of these things help define or measure good service. It really does depend on the situation and customers’ demands. There are better measures and these are derived from the customer and what matters to them. Again, few organisations take the time to work that out, so measure the wrong thing. TSM email@example.com
The SERVICEMAG June - August 2012 | 11
Tracking the customer care problem in Rwanda
PHOTOS: The ServiceMag
By Wanini Gichuki
hose who truly recognize and appreciate the reason why customer service and care in Rwanda, unlike her neighbors, requires campaigns, may know or not know, that ultimately, the awareness will require to focus on behavioral changes in service, and most so, in attitude. My former boss used to say, “The worst combinations one can have in the service industry, is arrogance and incompetence”. I agreed with him then, and I agree with him now. If we compare with our neighbors, and, allow me to go on, I do not paint a general picture; there are numerous exceptional personnel in various Rwandan service industries. From security to banking, education, medical and hospitality sectors alike. But what I am saying is; if you ask any tourist, domestic, regional or international, who visits Tanzania, for example, what do they say about how welcoming the people there are? And in Uganda, how is the tourism industry regarded in terms of service delivery? And what about Kenya, what is said of the hospitality industry? And how is service rated in Rwanda?
12 | The SERVICEMAG June - August 2012
Good manners in the work place must begin at the top, as the boss sets the example. I paint this picture for us to better understand, if we dig deep, and we have to so as to succeed at this, why I say some behavioral changes are needed in improving customer care and service in Rwanda; and why there are National campaigns going on in recognition of the need to create awareness, and as we go on, maybe we can both figure out why things are not quite working out. For starters, let’s look at the ABC’s of personal branding – Appearance, Behavior and Communication. Good manners in the work place must begin at the top, as the boss sets the example. Civility becomes engrained in the work place when the tone is set from the top down.
Bad behavior affects business, and studies have shown that a large number of employees would rather choose to leave than put up with uncivil behavior. Now imagine customers? Civility strengthens all good business relationships. We use more muscles to frown than to smile. Most people know this. It is easier to be kind than to be rude. If we all followed the guidelines to good manners and mutual respect, we would treat each other more kindly, behave more honestly and enjoy more professional success. People with good manners treat others cordially, think of others before themselves and respect others. In this way, people buy from other people more, and better manners does in the end mean, better business. Why not take a survey at your workplace and see if bad behavior and poor customer service are harming your business, and your company brand? Bad manners and behavior can cost business by contributing to loss of customers, and related revenue, of course, and decreased employee morale. You will find when you do the mathematics, that bad behavior does equal bad business. Let us all understand; the service industry is not for the faint-hearted. Business owners, managers and employees alike, need to remember that customer service is engrained in people. It may be a niche business that one goes into, or a job that one takes on to settle the bills per se, but the core element of the service industry is passion; passion for service. And with customers being educated further on consumer rights, and what with the market opening up with different suppliers and options to counter the monopoly services that we have been used to patronizing, let us remember that the customer is, indeed King. And that, when understood, will make all the difference. TSM firstname.lastname@example.org
+250 5222 or +250 788140400 email@example.com
kcb bank rwanda ltd
The SERVICEMAG June - August 2012 | 13
Business The future of consumer and business technologies resides in borderless digital communication designed for people who are looking for “feel good technologies”. These well informed consumers want faster and more secure information that they can access and contribute to on demand. Today’s consumers are no longer just part of a captive, mass audience. They are unique, demanding, engaged and, most important, participative. As we move towards a digital society, new and engaging technologies are quickly influencing and changing the lifestyles, work and spending habits of modern consumers. This is no longer confined to the developed economies. It is a reality for us here in Rwanda. For example, some of our banks are now offering advanced mobile and internet banking services and mobile money payment has become a standard offering by telecom companies. How companies are prepared to meet the challenges of providing easy-to-use, reliable applications and services to meet this increasingly fast-paced, competitive environment will determine their future success. As a business leader therefore, you need to ask yourself how important digital mobility is to your company’s future. Enabled by smart phones, tablets, laptops and other devices, digital mobility is receiving increased attention in business and society, as it moves beyond classic internet capabilities. It’s expected to be the main technology and applications driver in digital transformation and emergence in the years ahead, in partnership with cloud applications and services. In turn, digital mobility is emerging as a real revenue driver PHOTO: Timothy Kisambira
‘Digital Mobility’ for your
igital mobility is emerging as perhaps the most important technology trend since the advent of the Internet. Mobility enables consumers and the workforce to interact with and contribute to sources of information, knowledge, content creation and entertainment at any time and at any place. The digital channel has already touched all industries and is dramatically enhancing the ways that companies conduct business and consumers buy goods and entertain themselves. New experiential technologies and applications continue to burst onto the scene, driving new growth opportunities.
14 | The SERVICEMAG June - August 2012
The future of consumer and business technologies resides in borderless digital communication designed for people who are looking for “feel good technologies.
for companies, small or large. Today’s consumers are generally avid online shoppers and they’re increasingly making buying decisions and seeking specific information about where and when to purchase through mobile devices. Mobile social networking enables them to share, compare and contrast user experiences, views on fashion, entertainment, travel, fine dining, shopping and much more.
The rise of digitally driven consumers is changing the landscape of how businesses interacts with their customers
Businesses are moving beyond traditional advertising and marketing methods to ones that engage their customers on-thego over mobile platforms using techniques that enable participation and cross-link experiences. Location-based advertising services and applications are the beginning of new marketing trends that are enhancing the e-commerce transformation, as businesses seek innovative ways to advertise their services and products, not only to attract new customers, but also to maintain brand loyalty. Small- to large-sized businesses are focusing on using and developing mobile marketing platforms and applications to deliver pertinent, location-based offers, to not only drive, but incent consumers, to purchase their products. Businesses are now able to market their services and products to more targeted audiences, and through tracking features can stay current on customers’ behaviors.
Innovation in mobility is only at its beginning. The rise of digitally driven consumers is changing the landscape of how businesses interact with their customers and their own workforce. Adopting digital mobile solutions is therefore a necessity for companies to compete for attention and market share from all types of users. As a business manager, you therefore need to think about how digital mobility fits into your growth strategy. Focused experimentation and innovation will go a long way to meet stakeholder expectations, realize growth opportunities and ultimately succeed in this ever-changing world. TSM The author is a Manager with PwC Rwanda firstname.lastname@example.org
Impact your world...
... African creativity
• Kenya • Rwanda • Burundi • Uganda • Tanzania • DRC • Congo Brazzaville • Ethiopia
(250) 78830 8974 (250) 7285 11809 (254) 722 413 383 email@example.com www.iafricaltd.com
• PR • Research • Marketing • Advertising • Event Management • Vehicle & office branding • Experiential Marketing • Promotional Materials • Media Booking
LOCK & RIDE
CASH IN TRANSIT Advanced Protection For Your Cash Deliveries · Most Experienced Security Company in the Country · Offering The Safest Way to Transport Your Valuables NOW AT YOUR SERVICE
The SERVICEMAG June - August 2012 | 15
Ibya Make Birahenda d
PHOTO: Timothy Kisambira
ra Richmon Byanditswe na Runani
yamaze kugaragara hano mu Rwanda aho usanga havugwa ruswa itangwa mu byangobwa izwi kw’ izina ry’ inyoroshyo Ahanini abayitanga baba bafite icyizere cy’uko serivisi basabye zakwihutishwa bityo bakazibona mu gihe gito gishoboka. Ibi bifite inkomoko ku mikorere mibi irangwa mu biro bitanga serivisi cyangwa ubufasha ku baturarwanda. Iyo nyoroshyo rero cyangwa se ruswa ihira bamwe ariko akenshi ameherezo yayo ni igihombo. Dufate urugero kubatanga ruswa kugira ngo babone ibyangombwa byo kubaka , aha ni ho usanga akarere runaka kafashe icyemezo cyo gusenyera umuturage inzu kuko aba yarabonye ibyangombwa mu nzira itemewe, bityo ugasanga ahuye n’akaga gakomeye iyo icyizere cyaraje amasinde. Aha twaboneraho kugaya abatagira umurongo uhamye ugaragaza igihe n’uburyo serivisi zabo zimara iyo zisabwe ndetse n’abawufite ariko batawubahiriza, bityo ugasanga abazisaba bahera mu gihirahiro. Ibya make birahenda kandi iyo bigeze mu buzima, ni ho usanga abantu bamwe bajya kwivuza muri magendo bitwaje ko
16 | The SERVICEMAG June - August 2012
... abanyarwanda bamenye uburenganzira bwabo birinda ibya make bishobora konona ejo habo heza. badashaka ibibahenda, nyamara kandi biba ari ukwibeshya cyane kuko abo bita abaganga babo nta bumenyi bagira ndetse nta n’ibikoresho bagira. Hejuru y’ibyo kandi ntabwo bemewe n’amategeko. Hari inkuru iherutse kuvugwa y’umudamu wagiye kwivuzayo ariko ikibabaje ni uko byarangiye ahaburiye ubuzima bwe. Iyo ngingo y’ubuvuzi ni iyo kwitondera cyane kuko umuntu agira ubuzima bumwe gusa. Mu gihe ugiye kwaka serivisi z’ubuzima jya ku bitaro bizwi. Kugura cyangwa guhaha ni byiza ariko biba akarusho iyo tuguriye ahantu hizewe kandi hazwi. Reka mbonereho akanya ko kuburira abantu bagurira mu mihanda ibikoresho byo mu rugo twavuga nk’ ipasi, DVD, iradiyo,
imashini zogosha n’ibindi kuko akenshi ibi bikoresho bitamara kabiri. Dore ko ibyinshi muri byo biba bifite ubusembwa butagaragara bityo bakabigurisha kuri make kandi hutihuti. Ikibabaje ni uko niyo wasubira aho wakiguze udashobora kubona uwakikugurishije, akaba ariho umunyarwanda yaciye umugani ngo “uhombye arabyimenyera.” Ahandi dukunze gusanga ibyamake ni igihe abashoferi batwara abagenzi barengeje ubushobozi bw’imodoka. Ibi si uko batazi ko bibujijwe ahubwo ni ukuvunira ibiti mu matwi. Aho usanga batendetse umugenzi umwe ku mafaranga 200, ariko polisi yabafata bagacibwa amande akubye inshuro ijana igiciro cya wa mugenzi umwe rukumbi. Birakwiye rero ko abantu bahindura imyumvire maze ibyo bakora bigaca mu nzira ziboneye ku nyungu zacu twese. Za ruswa kandi ziri ukwinshi ariko hari imwe idakunzwe kuvugwa kuko ahanini isabwa igitsina gore cyane cyane. Aha ni ho uzumva umukobwa yahaswe kuryamana n’umukoresha we ngo akunde ahabwe akazi cyangwa serivisi runaka. Mu by’ukuri iri ni ihohoterwa rikomeye kandi ntibikwiye ko uwari we wese yatanga ingurane kuri serivisi yakaboneye ubuntu cyangwa se anayemerewe n’itegeko. Abarenga kuri iri hame rero baba biteguye kwirengera ingaruka, yego nkuko bivugwa ngo “ubabaye niwe ubanda urugi” nibyo ushobora kubona ako kazi cg kuzamurwa mu ntera ariko ugatakaza ubugingo bwawe umaze kwandura icyorezo cya sida . Nicyo gihe rero ngo abanyarwanda bamenye uburenganzira bwabo birinda ibya make bishobora konona ejo habo heza. TSM firstname.lastname@example.org
The SERVICEMAG June - August 2012 | 17
BRD awards its best Employees On 1st May which is the ‘International Labor Day’ BRD rewarded the company’s most exemplary employees for an outstanding performance. The ServiceMag’s Runanira Richmond talked to BRD’s Marketing Manager and a couple of them about what the rewards mean to them. Below are the excerpts.
PROSSIE KALISA Marketing Manager, BRD
What is BRD and what are your core objectives as a development Bank? The Rwanda Development Bank (BRD) has a share capital of Rwf7.8 billion and 45 years in operation and provides long term and medium finance solutions. BRD has a vision to be the leader of productive investment and the most profitable bank at the service of poverty reduction. It also has a mission to become the government’s arm by financing the nation’s development objectives with a focus on the priority sectors of the economy.
Its relevance to the institution is that BRD motivates its staff hence improving staff morale (loyalty)... We are all proud to be part of the team! •
• BRD’s core objectives include; • Providing finance development, for priority economic sectors as defined by the government, which are: Agriculture and Livestock; Exportation; Tourism; ICT; Energy and water; Health and education and Small infrastructures. • Provide equity investments; to stimulate the development of new firms able to participate in Rwanda’s economic development; • Promote exports to reverse the trade deficit and increase Rwanda’s stability to invest in its development
18 | The SERVICEMAG June - August 2012
Refinance microfinance institutions and professional associations Facilitate technical assistance to financed companies, microfinance associations and other stakeholders to enhance sustainability.
BRD operates in all sectors of productive investment which generate added value and create employment. In its credit policy, priority is given to the new technologies and export oriented projects.
Prossie Kalisa Marketing Manager, BRD
PHOTO: Timothy Kisambira
NDIHOKUBWAYO ESPERANCE With a priority field of intervention that covers ten areas: Agriculture and livestock, manufacturing industry, education and health care, energy and water, hotel and tourism, ICT, transport and related facilities, exports, real estate, microfinance. While the products and facilities offered include investment financing and retail financing along with the BRD subsidiaries (BDF & Kinazi Cassava Plant).
Tell us about the awarding event and process and what it means for the institute. Its been on going only annually but this time we made it quarterly. Basically the event brings together 166 employees from our all seven departments. Each department nominates two employees. The criteria stems from five corporate values which include; customer handling, positive attitude, knowledge of the bank, schedule adherence “service charter” and physical corporate appearance. We have a CUSTOMER CARE COMMITTEE (champions) who keep track of the nominated employees by monitoring and evaluating their performance for a given time. This committee selects only 3 of the best, while the remaining 11 receive a commendation letter from the Chief Executive Officer (CEO), and some give-aways . In quarter one the best employees included; The CEO’s Personal Assistant, the Credit Risk Manager and an IT officer. Its relevance to the institution is that BRD motivates its staff hence improving staff morale (loyalty). I can assure you anyone who comes to BRD as an employee would never wish to leave because of its good working environment. We are all proud to be part of the team!
Why do you think this employee awarding practice is important? Having held the event on ‘Labor Day’, it even reminds other employees to work harder and earn a vote of recognition and appreciation by their fellow employees but also develop a sense of motivation, of working for an institution like BRD. TSM
Personal Assistant to CEO, Best Employee quarter one 2012 I value punctuality and I have never been late since I joined BRD. I help out customers even if the time for serving them is past, I feel its my line of duty. Basically I serve every one seeking service whether externally or internally. I am appreciative to my colleagues for acknowledging my efforts may be I was not aware of it, but after the nomination and the winning I was surprised to see how my fellow employees embrace my simple hospitality.
PETER RWAMBARA Credit Risk Manager, 2nd Best This award means a lot to me, motivates me as an employee but also strengthens my relationship with those I serve. As a credit risk manager I interact with many clients who seek loans. Some clients can really give a hard time but usually I try my best to explain and communicate all the ‘twists and turns’ involved in acquiring a loan and even why the load could have been denied and then arrive to a conclusion that is satisfactory to the client.
... my fellow colleagues count on me and when things work out I get highly motivated. KAYUMBA THIERRY IT Officer, 3rd Best My motivation comes from the fact that I walk from office to office interacting with my fellow colleagues giving a hand full of solutions to problems arising from technical failures and also educating them about possible lead to the failures. It gives me a feeling that my fellow employees count on me and when things work out I get highly motivated.
The SERVICEMAG June - August 2012 | 19
HAVE YOUR SAY
The Importance of Professional Networking By Jean-Pierre Afadhali
PHOTO: Timothy Kisambira
etworking is forming business connections and contacts through informal meetings. Business and professional networking serve many purposes: general marketing, sales, recruiting, jobhunting, exchange of knowledge, and business development. A saying goes: “It is not what you know but who you know.”: The best jobs and business contracts originate from referrals. Networking will enable you to build and sustain powerful, trustworthy and mutually beneficial relationships with other professionals and entrepreneurs like you. There are many events that can be used as a networking opportunities including among others: conferences, workshops, meetings, parties etc…When a profession, entrepreneur or even student attends those events it is most likely that he/she will meet likeminded
20 | The SERVICEMAG June - August 2012
people with whom they can exchange contacts and develop dependable relationships for their respective businesses or career+ growth. Last year I attended a friend’s good bye party where I met a medical student from Germany who had just arrived in Rwanda for an internship. The student asked me to improve his basic Kinyarwanda and brief him about Kigali lifestyle, and during that event he also met a compatriot from his hometown. In addition to the above mentioned advantages one can find potential clients for his/her products and services, if you are unemployed it is also possible to meet potential employers who are looking for your qualifications. Kiki Mwobobia is a magazine editor from Kenya; she says that she uses Linked in, a social media website for professional and business networking.” The organization I work at sponsors events too and people from around the country plus professionals attend the talks offered. I use this platform to interact with them and acquire information that could help me in my career”adds Kiki. Internet has made networking easy and fast it is just a click away and you meet professionals and business community from around the world. Some of the most used websites includes Linkedin.com mentioned above. It is a social media platform for professionals,
graduates and business people that facilitate its users to network and join discussion groups where they discuss issues related to their careers. AfricaAlumni.com is a global network for African professional and entrepreneurs, it publishes career resources and articles for career development, it also posts jobs advert s primarily located in Africa and has also a business directory that enables users to advertise their business to a global audience. One can also find a mentor via this website. Linda Bach is a Newspaper Journalist from Kenya who networks through social media mostly facebook, twitter and LinkedIn.” I have gained a lot from facebook, there was this time I learnt about a workshop in Ghana on the International journalists network (IJnet) facebook page. I applied and was picked… it was a worthwhile experience because I met journalists who I network with todate”says Linda” .... I also network through KENSJa... an association of science journalists.... Through this association I have attended various workshops that are beneficial to my career.”She adds Flavien Ngendahayo is health worker and a University Lecturer, he also networks mainly for his teaching related research and other jobs he does parallel to his teaching position, He often uses internet to network. Yves Nsengiyumva, a young business gentleman from Musanze in Northern Province of Rwanda said in phone interview that his networking strategy is getting brokers’ contacts who help him find information he needs in his agricultural products sales business. Business people, professionals and aspiring professionals alike should not underestimate networking because it will sooner or later advance their businesses and career. TSM The author is a journalistic blogger. http//:karibu2.wordpress.com
FOR YOU MANAGER
Icyo wagenderaho mu guhitamo uzagufasha gusora Byanditswe na Kabera Charles
Mwitonde kandi mugire amakenga mu gihe mukorana n’ubafasha kumenyekanisha no kwishyura imisoro. Iyo udakoresheje ubushishozi, ushobora gusanga wikubiseho urushyo rwo kunyereza imisoro . Kunyereza imisoro bikorwa n’abashinzwe imenyekanishwa ryawo bikorwa bategura kandi bagaragaza imibare itari yo y’amafaranga yinjiye, babeshya amafaranga umusoreshwa yakoresheje ku giti cye n’ayakoreshejwe mu bucuruzi bwe, bagaragaza amafaranga yakaswe n’isonerwamusoro ry’ikirenga ku mafaranga umusoreshwa aba yinjije. Rimwe na rimwe, umusoreshwa, ashobora kudatahura ko umubare w’amafaranga yakoreshejwe atari wo, ayo yakaswe, ayo yasonewe n’imyenda igaragara mu gihe cy’imenyekanisha musoro. Akenshi iyo Ikigo cy’Igihugu gishinzwe Imisoro n’amahoro (RRA) kivumbuye ayo makosa, umusoreshwa we ubwe, ntibireba uwamufashije kuyitegura, yishyura imisoro atatanze hiyongereyeho n’amande. Nubwo abategura imisoro bakora akazi kabo neza, umusoreshwa we ahamagariwe kuba maso no kugira amakenga mu gihe ahitamo uzabimufashamo. Abasoreshwa kandi bakwiye no kugira amakenga nk’uko bayagira bashaka umuganga cyangwa umwunganizi mu mategeko. Ni ngombwa kumenya ibijyanye n’imenyekanisha musoro, umusoreshwa aba agomba kugira amakuru ahagije ku bijyanye n’imisoro n’ubwo abitegurirwa n’abandi. Inama ngirakamaro mu guhitamo inzobere mu imenyekanishamusoro: • Gira ubushishozi ku bategura iby’imisoro, bumva ko ari bo bashobora kugaruza amafaranga menshi kurusha abandi. • Ntuzigere ukoresha
umumenyekanishamusoro uhembwa umubare w’amafaranga ubarwa hashingiwe ku yo yagaruje. Koresha inzobere mu by’imisoro, uzagusinyira kandi akagusigira kopi y’impapuro zawe Gerageza gukoresha umuntu cyangwa ikigo kizaba cyiteguye gusubiza ibibazo bijyanye n’imitegurire y’imisoro ya buri kwezi, buri mwaka, nyuma yo gushyingura impapuro wakoresheje mu imenyekanishamusoro Gerageza ndetse usome mbere yo gusinya dosiye yawe, kandi usobanuze ibirimo utumva neza. Uwo wakoresha wese mu imenyekanisha musoro, wowe musoreshwa ugomba kumenya no kwirengera amakuru yose atanzwe mu imenyekanishamusoro, ndetse ntunakwiye gusinya dosiye ituzuye. Ugomba kumenya ibyo ugukorera imenyekanisha musoro yize... Abacungamutungo babyigiye bafite aho bakorera hazwi ni bo bashobora kugufasha gusobanura mu kigo cy’Igihugu
gishinzwe Imisoro n’amahoro ku bijyanye n’ubugenzuzi bw’imisoro, gukusanya imisoro no kujuririra ibyo utishimiye Ugomba kumenya niba uwaguteguriye imisoro hari ikigo akorera kibizobereyemo kizwi kigaragaza abanyamuryango bacyo n’amashuri bize n’ubushobozi bafite kandi bakaba inyangamugayo. Baza ikibazo gikurikira : hari umuntu muzi wakoresheje umunyamwuga mu mu imenyekanisha musoro? Ese mwishimiye serivisi mwahawe? Abafasha mu imenyekanishamusoro b’inzobere bagusaba kubereka inyemezabuguzi, bakanakubaza ibibazo kugira ngo bamenye amafaranga yakoreshejwe, ayakaswe, n’ibindi. Ibyo bibafasha kwirinda ibihano, inyungu cyangwa imisoro y’ikirenga bishobora kuva mu igenzuramisoro ryakozwe. TSM
Umwanditsi w’amategeko na gahunda zo kugenzura ibyaha bikorwa mu misoro. email@example.com
The SERVICEMAG June - August 2012 | 21
FOR YOU MANAGER
‘It is important to recruit both at strategic and tactical level individuals who can run the business in your absence’
Don’t DIE with your PHOTO: www.gettyimages.com
s your business a one-man show? Can your business outlive you? In fact, do you want your business to live longer than you or do you harbour thoughts of lack of trust for others? Sadly, most small businesses die with the owner-figuratively and literally. Sad because, all businesses start with an idea, which grows into an enterprise and mushrooms into an industry. Though, it’s rarely, if ever, that simple, it is sad when at the enterprise stage it dies owing to the fact that the loss is felt both at macro and micro levels. The economy suffers and so does the employee, their source of income having been truncated. Can your business survive you? A client, in one of the businesses I have invested in was involved in a horrendous car accident eight years ago. It had him hospitalised for eighteen months. It was another six before he could physically go to his office-or what was left of it. You see, being the enterprising engineer he was, in eight years he had built a successful SME that could rival a small corporate. All that came tumbling down with his ailment. He walks with a crutch now, has about half his energy and is in his 50s now. He freely admits that getting to his former business performance, let alone surpassing it is a Herculean task. As the entrepreneur who starts the business, you are the one with the vision in mind. You are the one who knows where the business is headed. It takes time to share the vision and even time does not come with the advantage of sharing it conclusively; after all, how do you successfully transfer an image with all its
22 | The SERVICEMAG June - August 2012
specs from one mind to another. Inception perhaps. In reality though, it’s a challenge. It is for this reason that most of our small businesses stagnate and sometimes falter. The visionary gets so caught up with the day-today operations they lose sight of the vision or cannot move towards it; were you planning to have several pharmacies in different towns but find that the operations of the one have you tied down? Did you plan to have a fleet of cabs but the money from the two looks just fine? These are signs of an entrepreneur losing their vision. The problem with this is that you and the business become synonymous to the point that if you run a salon clients who want to have their hair plaited, have to call you first to confirm you are in, and book their appointment, and pass all complaints through you. How can you possibly breathe, go on holiday, let alone grow? It’s becomes very difficult. What we have learnt through our businesses is that it is important to recruit both at strategic and tactical level individuals who can run the business in your absence. This leaves you so much room to do what you should be doing: determining the long-term strategy for the business thereby ensuring its sustainability. Admittedly, it requires a fundamental paradigm
It is important to recruit both at strategic and tactical level individuals who can run the business in your absence.
By John Kageche shift to frontiers of boldness you may have never imagined. But, hey, business, like marriage, is not for the faint hearted! You will have to encounter several hits and misses before you get the right staff, but in the interest of your personal and business health, it is incumbent upon you as the entrepreneur to take this risk under your wing. When you stop to think about it even that bank or multinational you know about goes through the same challenges as you do-staff turnover. The difference is in the fact that you are able to see inefficiencies and make decisions much faster than them. The other difference is, and this is important to note, that these established institutions have systems and structures that manage the process making it easy to audit. Therein lies the problem of most small businesses - they lack structures and systems; the owner is thus reduced to clerk, accountant, salesman, manager, MD and Chairman. He falls sick and so does the business. What can you do to monitor the cash that flows through your business, without being the very one that collects the money? What can you do to monitor the effectiveness of the sales that are done? How do you gauge the customer satisfaction besides you being the front office person? These are the things that should be occupying your mind as the owner, thus freeing you to focus on pursuing your vision. Space does not allow us to venture more on the strategic side of things but the next article will. Do yourself and your people a favor. Don’t die with your business! TSM The author is an investor, trainer, host and professional public speaker firstname.lastname@example.org
POUR VOUS MANAGER
La Motivation Emotionnelle tout aussi essentielle Par Eddie Heh
Pour beaucoup de collaborateurs, le simple fait de leur donner des encouragements, de se soucier d’eux joue forcément sur leur intelligence émotionnelle...
n tant que formateur, l’une des remarques les plus courantes est « Nos managers ne savent pas motiver le personnel. » Il est vrai que la motivation est un élément important dans la dynamique de performance d’une entreprise mais doit-elle forcément venir du manager, du superviseur, des propriétaires, du conseil d’administration ... Bref, tout simplement des autres ? Je caractérise souvent la motivation comme étant un puits sans fond parce qu’on a du mal à l’atteindre. Les managers sont aujourd’hui bien obligés de trouver plusieurs types de motivation parce que contrairement à ce que beaucoup pensent, elle n’est pas que monétaire. D’ailleurs, j’ai souvent rencontré des gens qui ont démissionné d’un travail avec un salaire réconfortant pour un autre beaucoup plus motivant mais moins cher payé. Même
en multipliant des promesses de bonus, de promotions, de vacances payées, voitures de fonction, ou simplement d’un petit bon d’achat offert, cela ne suffit pas tout le temps. Plus que matériel, un réconfort humain Pour beaucoup de personnes, ce qui motive les collaborateurs les plus fidèles sont bien au delà du matériel. Je me souviens de notre cuisinier qui à la fin de notre contrat, décourageait d’avance à l’idée de travailler pour une famille plus riche. Sa simple motivation, c’était la gratitude que nous lui exprimons à la vue de ses bons petits plats. Comme il le disait « Je sais que je suis payé pour vous faire à manger mais la considération que vous me donnez, vaut plus que tout à mes yeux. » Pour beaucoup de collaborateurs, le simple fait de leur donner des encouragements, de les valoriser, de se soucier d’eux joue forcément sur leur intelligence émotionnelle.
Et cette motivation émotionnelle vaut de l’or. La motivation financière, elle, est comme un cercle vicieux car l’homme est un être éternellement insatisfait et en redemandera toujours plus. En tant que manager, apprenez à valoriser vos employés, et vous serez en mesure de tirer le maximum d’eux sans trop dépenser. Un simple bonjour, un sourire, une reconnaissance pour une tâche bien accomplie, demander des nouvelles de la famille, etc. Cela ne coûte rien mais ce rapport humain est une source énorme de motivation pour vos collaborateurs. Dans le management, ce sont les mots qui remplacent le marteau du médecin. Un simple coup sur un point sensible et tout fonctionne normalement. La quête de reconnaissance est souvent un levier très efficace pour obtenir des résultats performants de la part de vos collaborateurs. Et en plus, l’avantage par rapport aux leviers de motivation traditionnels, c’est qu’ils sont gratuits. C’est d’ailleurs le meilleur rapport qualité- prix de tout ce que vous trouverez sur le marché. TSM email@example.com
The SERVICEMAG June - August 2012 | 23
FOR YOU MANAGER
Africa Trade Insurance Changing business in Africa
ULIUS KARUGA, the possessive African Trade Insurance Agency (ATI) Resident Underwriter responsible for Rwanda and Burundi) has a singular passion - he is committed to helping African companies become more competitive. ATI offers political risk and commercial risk insurance to African and international companies. It operates more like an Export Credit Agency (ECA) by covering the risks of investors and companies doing business internationally, giving them a competitive edge in the global marketplace. “This is what attracted me to ATI. I believe that we can help African companies become more competitive by using the same tools that Western countries have relied on for nearly a century,” adds Karuga. ATI was created in 2001 by African countries to help them attract more foreign direct investments. The relatively small size of most African economies at that time did not warrant the creation of multiple national ECAs so the countries were to pool their resources into ATI, which would then act on their behalf to protect their investors, banks, exporters, importers and manufacturers. To do this, ATI provides a mix of trade credit and political risk insurance enabling investors to do business comfortably in any ATI member country, and for local companies to do business on credit rather than cash basis. Banks are some of ATI’s biggest clients accounting for transactions valued at close to $900 million in 2011. With this type of insurance, banks are able to protect their debts against payment default risks. They are also able to advise their borrowers to take ATI’s cover, which in turn can lower their bank rates. ATI has also left its stamp on local insurance markets, where they have helped increase capacity and create more product diversity.
24 | The SERVICEMAG June - August 2012
To date, ATI has facilitated over $7billion worth of trade and investments into its member countries. Of this figure, Rwanda has benefited from $180 million in new investments and trade. With the launch of an office in Kigali in January 2012, ATI hopes to capitalize on its local presence to double or even triple the amount of investments and trade it facilitates into Rwanda. “In the past, we relied on London-based brokers to bring business to us – so a project in Kigali, would reach us through a European link. My goal in Kigali is to bring the potential
I believe that ATI’s products... will further boost Rwanda’s competitiveness benefits of ATI’s products to the guy on the street, to add value to their business. And for banks and international investors ideally we would like to be their risk management partners.” ATI brings another benefit to the markets in which it operates by making them attract strong international supporters in their quest to help Africa become more competitive. For instance, SACE, Italy’s ECA, invested $10 million in ATI in 2010 as a strategy to help them grow their business in Africa. Donors have also played a big role in ATI’s expansion. USAID’s Competitiveness and Trade Expansion Program (COMPETE), for example, has partnered with ATI to help them launch the Rwanda/Burundi office. “USAID and other US Government agencies will continue to prioritize
working with partners like COMESA and ATI to improve the business environment in this region,” notes Matthew Rees, USAID East Africa’s Regional Trade Advisor. Locally, the Rwanda Development Board (RDB) is also firmly behind ATI. “Rwanda was last year named as the third competitive country in sub-Saharan Africa after Mauritius and South Africa. I believe that ATI’s products, specifically world class international insurance solutions, will further boost Rwanda’s competitiveness,” commented RDB’s Services Development Department Head Hubert Ruzibiza. In Kigali, the man tasked with the mission to help Rwandan businesses increase their competitiveness is already taking notes for his growing arsenal of international business practices. “It’s important to stress,” he concludes, “we are here to collaborate and to help Rwanda and Burundi, our member countries, have better access and to benefit more from ATI’s products.” TSM
FOR YOU MANAGER
Bakiriya, mufite uruhare runini
Byanditswe na Abdi Simwaya
bakiriya bakunze kugira uruhare runini mu gufasha ikigo kugera ku ntego cyiyemeje. Umukiriya mwiza w’ibicuruzwa atanga ibitekerezo kuri nyira byo mu rwego rwo guteza imbere imitangirwe ya serivisi mu byo biyemeje, hagamijwe kwagura ibikorwa. Abakiriya kandi bafite uruhare mu mikoranire n’ibindi bigo n’imitangire ya za serivisi hirya no hino. Iyo umukiriya atishimiye serivisi ahabwa akagaragaza impungenge afite, bituma haba kwikosora ku bazimugezaho. Akandi kamaro k’umukiriya ni ukugura serivisi izatuma mu gihe azasubirayo uzimugezaho azishima bigatuma arushaho kuziboneza no gutera imbere. firstname.lastname@example.org
Musomyi wacu turagusaba umusanzu wawe muri iki kinyamakuru, twoherereze inkuru twashyira muri iki kinyamakuru. Tubaye tubashimiye. The SERVICEMAG June - August 2012 | 25
RWANDAN YOUTH voice out their expectations, dreams and hopes for the future
or ute 61 percent of the active lab In Rwanda, the youth constit ams y and carry great hopes, dre erg en of l ful are ey Th . ce for ss ure. Gloria Iribagiza asked a cro and expectations for their fut nt expectations of the governme ir the at wh m the of on cti se their responses. and the UN are. Here below are
“I would wish that the Government can help some of the youth who have finished primary school to continue studying because most parents from poor homes cannot afford to pay school fees for further studies. That is why many youth drop out of school to work on farms or go to the city to look for small jobs. Maybe if I went back to study, I might become a teacher or even a doctor to help others.” Marie-Louise Uwineza, Nyanza District, Southern Province
26 | The SERVICEMAG June - August 2012
“What the youth need are more technical schools that will train them on vocational skills that can be used to get jobs and improve their lives. Sometimes even when these programmes are brought here and talked about on radio, many youth do not understand what they are about and so more sensitisation is needed to educate rural youth on the available resources that can benefit them.” Chantal Nyiransabimana, Cleaner, Rusizi District, Western Province
“I would like to go back to school and study mor e about business so that I can lea rn how to make money , start a business and improve my life. So metimes we remain poor because we are not educated and do not know how to do m an y things that make money.” EUGENE Niyomugab o, Musanze District, No rthern
“The youth are positive about creating a better future with the hope of seeing their inclusiveness in the governance of all sectors in Rwanda. Without the inclusiveness of the youth in the these aspects, then the future will not be clear for them. As youth, our expectations are high for transparency and accessibility of quality social services, such as; access to health, subsidised education opportunities, employment where skills training will make some job creators while others with the education can access employment in the public sector. These services should be available to all youth countrywide.” DONNA Akaliza, Development Worker, Kigali.
“I would wish that more programmes which educate women and young girls about their health are brought to our villages. If this happened, many girls like me would be going to school and not be raising children. I also would like to start a business where I can get money to improve my life and that of my daughter by educating her.” GISELLE Alice Mukampundu Single mother, Nyamata, Bugesera District.
“I would say that we the youth have more to thank the Government of Rwanda for, than to actually demand. The Government has facilitated and funded many youth projects that have empowered us on different levels. “Nevertheless, we expect more investment in youth initiatives to develop other youth in rural areas. And when it comes to the UN, we expect that they will involve Rwanda’s youth in Global Youth Summits and projects. There is much potential in Rwanda’s youth and these institutions have the capacity to nurture and groom these talents from us.” FRIDAY James-, Architect Student at Kigali Institute of Science and Technology
The SERVICEMAG June - August 2012 | 27
“The Government of Rwanda and the United Nations have a big role to play when it comes to developing the youth sector—they need to empower and assist them to be the change that the country needs. What young people need most are skills that enable them to acquire knowledge, nurture the potential within themselves so as to keep moving forward and shape their future. If you invest in the youth, you invest in the future; if you don’t invest in the future, you are only playing with time. The youth are the bright future of Rwanda and we need to have brilliant, motivated and empowered young minds.” DAVID Gilbert Rwabigwi Author and Founder of High School Review
“By nurturing forgiveness in the next generation of Rwanda, the youth must put education at the forefront of their ambitions. We believe that the ability to attain quality education will help Rwandans to cope with the past, and this way they will discover a world of their own. “Should Rwandans continue to live in misery of loss? No; it is very crucial to create a generation free from destructive ideologies. Once the Government empowers communities, it should help them to realise the hidden treasures that were once exploited in the past. It is very important to note that unity and reconciliation is the only way we have to unify our country and world.”
“I know that UN is doing a lot to stop poverty in Rwanda and if they focus more on the youth, their goal would be attained in the shortest time possible. Through investing in Information and Communication Technology (ICT) more youth would be reached. “Additionally, the Millennium Development Goals (MDGs) are general and not particular when it comes to focusing on youth empowerment. There should be an MDG for the youth—this way a lot of progress will be attained since youth are the most active population in any country.” INNOCENT NinsiimaPresident, Commonwealth Youth Caucus - Rwanda Chapter
REMY Manzi CEO of the Kevis Foundation
“My expectation of the Government and UN is that they continue to encourage, support and invest in girl’s education—especially for those in rural areas. There are several girls who are brilliant but lack funding to pursue higher education. Also, there is the mentality that girls in the rural areas should stay home and do housework while their brothers go to school. As a result, they miss out on the opportunity to get educated and make informed choices when it comes to their reproductive health rights and most end up with early pregnancies out of ignorance or worse, rape. When you educate a girl, you educate a nation.” JOSELYN Uwera Businesswoman, Kigali
28 | The SERVICEMAG June - August 2012
Youth more receptive to use of new technologies -
Minister Jean Philbert Nsengimana
What priorities do you feel you need to work on for the youth? We want to encourage the youth to use their innovative and risk-taking spirit with the training and education that they have, in order to become job creators and not job seekers. The challenges have been in terms of coordinating the pieces of the puzzle needed to create one job. These pieces are; education or having a useful practical skill, civic education since youth need to be well behaved and have life skills to realise the opportunities that the country offers and lastly, entrepreneurship training to start something small and grow it, and finally access to finance and markets. Sometimes people say, access to finance is the first thing that matters, but I believe this is
the last in line because if someone has a good idea, they can start small and grow over time. When these components are put together, the probability of creating a new job is very high. However, the one thing that has hindered development and growth among the youth is mind-set change. We have got thousands of cases of youth who have gone through formal education and entrepreneurship trainings but failed to shift their thinking. They believe that white-collar jobs or business-plan based entrepreneurship are the only solution to their problems. And this is wrong because they need to learn to start small and be willing to get their hands dirty. In Kinyarwanda they say, ‘gukira vuba kandi utavunitse,’ which literally means, ‘getting rich quickly without effort’. And of course, there is no such thing as this. What are your major successes? Well, I have been Minister of Youth for only five months but I attribute most of the successes to the team spirit portrayed here. There are several youth policies that we’ve been working on to guide our efforts on the field. Together with our partners, we have conducted an effective campaign against drugs among youth. In terms of youth mobilisation, we have engaged the youth to follow up the challenge given by His Excellency the President Paul Kagame for the youth to lead themselves and determine the course of history of Rwanda for decades to come. This is not something that shows immediate results but has long-term outcomes. Additionally, there are entrepreneurshiptraining programmes like the one at Iwawa, where youth are rehabilitated from the influence of drugs and trained on vocational and life skills.
Additionally, we have been working on building the institutional capacity of the Ministry and we are comfortable with the pace at which different programmes are progressing. What is your message to the Rwandan youth? I call upon the youth to stand up and pursue the opportunity that they have been given. They should take charge of their destiny and use the new Information and Communication Technologies to lift themselves out of poverty. I call upon the youth to be exemplary citizens. We need to work hard and smart, follow guidance from our elders but also take initiative because the future of this country belongs to us. TSM
What is your passion as a youth leader? My vision for youth is summarised as HAPPI. H for Healthy, A for Apt, P for Patriotic, P for Productive and I for Innovative. Since the combination of the Ministry of Youth and ICT, the Innovation part of this vision has been emphasized. We want to streamline the use of new technologies in everything that the youth do in Rwanda. As you know the youth are 61 percent of the active labour force of this country and they are the most receptive to the use of new technologies. So, we want that active labour force to be equipped with the right tools of ICT to be the engine of transform Rwanda’s transformation from an agro-based economy to a knowledgebased economy, as per the 2020 vision. Economic empowerment of the youth is very important because it helps to realise other youth sector goals such as health because economically empowered youth is less exposed to dangers of HIV/AIDS and the effects of drug abuse.
PHOTO: Cyril Ndegeya
JEAN PHILBERT NSENGIMANA was appointed Minister of Youth and ICT in December 2011. Gloria Iribagiza talked to him about his vision for the Rwandan youth.
Brief Bio of Jean Philbert Nsengimana • Worked as the Director of Rwanda Development Gateway between 2003 and 2008, and later as Country Director for Voxiva until 2010. • Completed his Masters Degree in Software Engineering at the National University of Rwanda and his Bachelor’s Degree in Computer Science at the same institution • Holds a Masters of Business Administration from SP Jain School of Global Business in Singapore. • Married and a proud father of two sons. • Appointed as Minister of ICT in April, a position he will oversee in addition to his role as Youth Minister.
The SERVICEMAG June - August 2012 | 29
Victoria Akyeampong, UNFPA Resident Representative responds to various issues raised by Rwandan youth How would you advise the youth who have no clear vision of their lives? Its appropriate to hear about what the youth of Rwanda expect from the Government and UN considering that they are the majority of the population. If Rwanda is to develop and meet its Vision2020 goals, they have to invest in the youth—that is a given. What concerns me are the youth who are saying that they don’t know what they want for themselves. How do they see their future? When they know this, then they can ask about what role the Government of Rwanda can play through it’s donors and the international community to support the youth’s vision for the future. As the youth, they should be able to know what they wish to do, and then the Government can support their vision by looking for other people who have the capacity—financially or technically—to help them do what they want to do. Why must the youth attain an education? Education is key: I always say, ‘literacy is a disease.’ It is important that the youth at least attain basic education. In my view, for a country that is re-building itself, It is important that we identify where the gaps are in terms of knowledge and skills and make sure that the youth are tailored to acquire those skills to work within the public and private sectors without necessarily having a college education and masters degree. There are several technical schools that can train youth in skills that allow them to acquire technical jobs so that they can establish themselves as young entrepreneurs and work in companies. This way, they can earn a living from doing things that I know are needed in Rwanda. Of course, there is need for formal education because we need people who will work in the public sector, in ministries . But considering that majority of the people are semi-illiterate, we need to consider how to incorporate their skills in the workforce for the development of the country.
30 | The SERVICEMAG June - August 2012
Why is youth employment a vital component of the country’s labor force? Youth employment is the biggest preoccupation of this country. We have discussed in detail with the Ministry of Youth to make sure that whatever programmes we embark on are changing the lives of the people for the better. We as the UN are committed to doing so and that is why we are reviewing our programmes to attain maximum impact. Since we cannot cover the whole country, we focus on particular areas like the Western Province. We make sure that girls benefit as well, that its gender sensitive, that both the educated and uneducated benefit and involve the rural youth who don’t have these employment opportunities. And hopefully, when we see concrete impact, the Government can assume these projects and scale them up to other regions. What is your take on the low reading culture? With respect to the reading culture, I know that Imbuto Foundation is doing a lot in that area. Even though Rwanda is an English speaking country, several youths are still struggling to speak it. This is because they have three languages of choice, and I believe in order to place English as the lingua-franca, there has to be a time when the youth are empowered to speak and write the language confidently. I appreciate the fact that there are several people who are coming back from the Diaspora and as result, there is a mix of languages. However, there has to be a strategy where people are really equipped to speak in English, whether its at a meeting, workplace or school among other places. The establishment of more libraries, will enable them to read, learn faster and communicate eloquently in other languages besides Kinyarwanda. Additionally, free literacy progrmmes should be introduced to enable those who cannot afford to pay for language courses to enroll. These should be done in the evenings to allow those who work during the day to attend.
Interview conducted By Gloria Iribagiza
Concerning the health of the youth; Abortion is a hot topic in Rwanda today. What is your advice to the youth affected by this challenge? The issue of abortion is a controversial one; its illegal in this country and there is an on going debate. I must say that UNFPA does not support abortion. However, if there is a case of an abortion gone wrong, we do provide equipment to the Government of Rwanda (GoR) that they can use to help rectify the problem to save the lives of these women and girls. To avoid the issue of unwanted pregnancies, we are working with the GoR to promote sexuality education. We have established youth friendly services in health facilities. These are places where the youth can feel free to seek advice on contraceptives, including abstinence without worrying about being ridiculed. As much as we do not want to be seen as encouraging promiscuity, we believe that knowledge is power and the youth should have options to decide on the best way forward. We want to expand these programmes not only in hospitals but in youth centres, to build awareness on reproductive health in addition to providing counseling without cost. This way they get empowered to choose rightly about their lives. TSM
HOW IT WORKS 1. Insert 100 Rwf coin into the slot 2. Pick one disposable cup 3. Open the small door to see the spout 4. Place your cup under the spout inside 5. Push button to release milk 6. You can now enjoy the refreshing taste NB: The more coins you insert, the more milk you get
MILK DISPENSER NOW AVAILABLE
Starting at 100 Rwf only, you can buy yourself Inyangeâ€™s fresh cold milk from our new hygienic milk dispensers. Please note: Insert only one coin at a time
Fresh Taste, Healthy Living The SERVICEMAG June - August 2012 | 31
Private Sector Federation
Providing special impetus for business growth By Paul Ntambara dedicated to promoting and representing the interests of the Rwanda business community. To be able to drive Rwanda’s economy as articulated in the Vision 2020, PSF has had to undergo a restructuring process so as to address the challenges that have held back this vital sector in the economy. the motor of development but in earnest the government is far ahead of us. Rwanda should be able to drive the economy like it is in other countries in the region,” Niyigena says.
PSF early this year organized a retreat with the aim of identifying the causes of slow growth of the private sector. One of the outcomes of this retreat was the need to revise the federation’s strategic plan. “In the past the PSF employed a top-bottom approach but in earnest we should have began with the business persons at the bottom, associations, chambers and then the Federation,” says Niyigena. To address this, the Federation has embarked on a campaign to organize its members at grass root level who are grouped in associations and chambers. PSF is made up of 10 chambers with different associations. Namely; Chamber of Agriculture Chamber of Commerce Chamber of Industry
work better with the PSF secretariat,” Niyigena enthuses. through which common challenges can be addressed.
Advocacy: giving business people a voice Gerard Nkusi Mukubu, Deputy CEO of the federation works closely with govern“We do Advocacy on cross cutting issues tion, and other individual issues that may hinder business. Our aim is to see businesses grow,” says Mukubu. Mukubu says that PSF is now putting fresh focus on the region as a trade block with studies on the impact the region is having on doing business in Rwanda. “For example we will look at the impact of joining the East African Community on the private sector, what have been the People are asking these questions but no study has been done so far,” he says.
Alphonsine Niyigena, the Vice Chairperson of PSF
On the local scene, PSF is looking at taking its advocacy role to the decentralized structures at the Province, district and sector levels. Mukubu adds: “Advocacy has to go down in provinces, districts and sectors. We face. Some issues can be solved at the the tax issues forum but the secretariat is ready to handle any issue that cannot be handled at those levels.”
Chamber of Liberal Professions Chamber of Tourism Chamber of Women Entrepreneurs Chamber of Young Entrepreneurs Chamber of Finance Chamber of ICT ness persons working in associations and chambers is to make them become stronger and speak with one voice. “Some associations like the bar association are strong but together with other associations they need to join a chamber
Rwanda Bureau of Standards forum and Rwanda Environment Management Agency forum. PSF will also be looking at reviving existing Memoranda of understanding with institutions like the City of Kigali, Ministry of Trade and Inof Finance so as to promptly solve issues
100 days action plans drawn PSF has been holding marathon planning meetings with PSF committees from Sec-
32 | The SERVICEMAG June - August 2012
tor to Provincial level. Meetings were also jor aim of these meetings was to plan concrete actions that will be implemented. Urgent issues that called for advocacy ings. All PSF structures drew action plans which they committed to deliver in 100 days.
nity for an interaction with the business entities were berated for lacking the capacity to deliver services to the business community. the decentralized structures so as to serve up with stronger secretariats and more ca-
Private Sector Federation
Providing special impetus for business growth Niyigena says: “We have to make PSF’s role known to the business community in the country. Our presence has to be felt by the business community by serving them an advocacy role, help members access cheap lines of credit, search for investment opportunities and helping them in
roots of the federation. Strengthening them has been given top priory in the restructuring process. With the help of a helped prepare strategic plans that will are being helped to put in place concrete actions that will have to be taken to give the federation a new face.
Chamber chairmen speak Dr Pierre Celestin Kanimba is the chairman of the chamber of Liberal Professionals. He runs a prominent medical facility in Kigali City. He says that the chamber is
Benjamin Gasamagera, chairman industrialists’ chamber
include associations of; doctors, lawyers, architects, consultants and auditors. Other professionals like journalists, pharmacists are set to join. if we are to work together. We are from we need one another for business,” says Kanimba. He has wise counsel for those who have viduals are long gone; we need to work together if we are to improve our businesses and grow the economy.” According to Benjamin Gasamagera, the pace of development in the country is very high and that the private sector has to adapt to this change. One way of doing this is by being better organized as associations and as a chamber. “As the economy grows, the way of doing business changes, being up to the task means working together and sharing information. We should not work as retail shop owners,” he says. One of the challenges to industrialization according to Gasamagera is the lack of the relevant skills and the general attitude towards industrialization. ished products is a heinous task. But as we get students graduating in science and
and vocational schools and the strengthening of the TVET program is seen as a big boost to the industry. PSF retreat in Gisenyi
in the country, this mentality is changing,” Gasamagera says. schools and the strengthening of the TVET program is seen as a big boost to bridging the skills’ gap. Gasamagera notes that the private sector should emulate government because ‘it is more organized and its vision is clear.’ “Working in chambers will help us congenerate more wealth,” he concludes.
Industrialists’ chamber meeting in Kigali
The SERVICEMAG June - August 2012 | 33
What benefits will accrue from creating Rwanda Social Security Board? The advantages of merging are a harmonization of social security activities and an improved efficiency in management of social security benefits. The shared corporate services will allow cost effectiveness in terms of administrative expenditure. It will also ensure swift and timely service delivery and will minimize the duplication of services particularly in medical insurance and occupational hazards. It will allow a better coordination in terms of rational investments and innovation. For instance, we are now able to give one stop centre to our clientele â€“ people come for both medical and pension benefits which makes it possible for us to offer services under the same roof but also more efficiently. It is also easier to enhance customer care delivery. We are able to coordinate better our investments because they are important for the long-term survival of the institution.
Social Security Board in Customer Care Improvement Drive By Berna Namata
The Rwanda Social Security Board (RSSB) is focusing on improving communication and customer care service to provide social security for all Rwandans. Director General Angelique Kantengwa, talked to The ServiceMag about the future prospects of the firm. On the right are the excerpts. 34 | The SERVICEMAG June - August 2012
What has been your major challenge so far in the process of merging operations? The organizational structure at the merger was done very administratively without considering the role and mandate of the institution. But this means we have to be more efficient, which means having both the financial and technological (IT) aspect being integrated in line with the mission of our institution. We also have issues concerning the administrative structure whereby some key positions for instance- the director of IT is currently a minor position yet it is very central to the operations of the institution. The administrative structure needs to be reviewed to be more efficient. What is the current coverage of social security countrywide? Currently we have approximately 400,000 contributors. This is about 8 percent of the working population that is around 5.1 million. What are some of the key issues affecting the Rwandan population? We still have knowledge gaps concerning the benefits of social security particularly the pension scheme. But it is easier to collect medical insurance
contributions because people understand and easily relate to the benefits of the scheme. In addition, people do not exactly and directly understand the benefits of having social security. This is why we are focusing on improving the quality of our communication- we are specifically focusing on improving the quality of information dissemination to increase awareness and help people understand and appreciate the benefits of social security. For instance, we are now using illustrations like cartoons for young children to communicate our messages because we discovered that it is an easier and better way of communicating. If the message is put in context with specific examples as opposed to communicating in an abstract. Our communication is now increasingly getting more focused and better packaged. We have discovered that it is more effective to communicate using real-life situations. How do you deal with non-compliancy of employers? We have an inspection, audit and enforcement team that is trained and given authority as court bailiffs by the Ministry of Justice. This team is involved in a process of identifying employers, auditing them and enforcing recovery of debts. The enforcement exercise includes freezing / ceasing the employer’s assets and auctioning them so as to recover the debts. Besides enforcement, there are penalties and sanctions that are levied on employers who do not comply or delay in declaring their employees’ contributions. If the employer collects the funds and does not remit RSSB, that is fraud and it is subject to law enforcement. According to the law, the employer is fined 36 percent on the amount supposed to have been remitted. This is done on an annual basis. We also do identify non-compliant employers through whistle blowers who are employees - it is their fundamental right to get access to social security protection whether they are employed permanently or occasionally as the law covers both. How easy is it for Small and Medium Enterprises to know these rules and comply? All businesses registered with the Rwanda Development Board (RDB) are informed of their obligations as employers including social security during the process of acquiring a license. You
cannot employ people without giving them access to social security anywhere in the world. We also have a PR, Communication and Education Unit that carries out media and sensitization campaigns to create awareness to the general public on the fundamental right to social security protection and we are currently focusing on small and medium enterprises within the informal sector. What is RSSB doing to improve the quality of service? We are improving our communication strategy, for instance currently our clients can access their social security accounts online. We are also improving the content of our website specifically improving the quality of the information available. We need to make it very clear with detailed explanations for each process. We have taken services to our clients’ doorsteps by opening up pharmacies in 14 districts and partnering with other health centers countrywide so that our members can access medical services with RSSB’s Medical Insurance. We are working with different media channels such as television, radio and different newspapers to explain the benefits of social security and help people to understand the concept. We are also in the process of entering into partnership with Urunana Development Communication to incorporate an element of social security into their drama series because we believe this will make it easier for people to understand. What measures are you putting in place to tap into the informal sector? We have tasked our managers across our 30 branches countrywide to visit these businesses regularly and build trust relationships in particular with people in the informal sector. This will help us to bring them into the scheme progressively and increase coverage within the informal sector. We have also simplified conditions – for instance one must not have a formal job to have access to the medical scheme-we have given an option to individuals to organize themselves into co- operatives to be integrated into the medical scheme. Apart from the Vision City, what other major investments are you planning in the near future?
We are planning to develop a Doctor’s plaza, which will provide state of the art - medical services including offering cancer treatment and modern laboratory services. This does not mean we want to compete with doctors and hospitals but we want to offer services, which are not yet available in the country. This investment will be a magnate for the entire East Africa – people will come here to get these services and this will be a different way to participate in the development of our country. Going forward, how do we see RSSB achieving its mission and overall mandate? The mandate of RSSB is to provide social security benefits to workers in the formal and informal sectors. The branches currently covered include; health insurance, occupational risk and pension. The benefits offered under the different
... to provide social security benefits to workers in the formal and informal sectors branches are; old age, invalidity, survivorship, work related injuries and diseases and medical benefits. We register members, receive their contributions, manage RSSB’s funds, process and ultimately pay out benefits to members or their eligible dependants. In terms of healthcare we will strive to promote modern technology as well as comprehensiveness of coverage. Regarding retirement security, our main task will be to insure a confirmable percentage of pre-retirement benefits to our members. We have embarked on the task of increasing coverage to all sectors of the population, establishing insurance for maternity leave as well as introducing new pillars like the Provident Fund to complete the fundamental right to benefits which should be enjoyed even before retirement for example through financing education and housing. We pledge to establish essential tools and systems that will make our members own social security. All these will greatly benefit our contributing members and employers who will be dealing with one institution, RSSB. We will strive to become the best social security service provider in the region as our contribution towards the country’s vision of 2020 is “Social Security for All.” TSM
The SERVICEMAG June - August 2012 | 35
RSSB’s investment portfolio expands to Rwf 300 billion Compiled by The ServiceMag team
Rwanda Social Security Board (RSSB) has recorded a significant benchmark with its investment portfolio valued at approximately Rwf300 billion as it strives to achieve its vision of providing a comprehensive social security system that addresses the social security needs of all Rwandans.
n 2009, a Cabinet meeting chaired by the President Paul Kagame approved the reform aiming at merging all social security institutions into one financial institution namely the Rwanda Social Security Board (RSSB). On the 14th October 2010, a new law establishing RSSB and determining its mission, organization and functioning was endorsed, effectively implementing the legal merger of Caisse Sociale du Rwanda with La Rwandaise d’Assurance Maladie (RAMA) into the Rwanda Social Security Board (RSSB). The move was in line with the modern world trends in which social security schemes like retirement, occupational risks and healthcare are under the administration of one national
36 | The SERVICEMAG June - August 2012
body for more efficient and coordinated administration. Rwanda adopted the idea from countries with developed economies like Singapore and the Netherland that are currently leading ranks in the social security industry and where similar institutions have been set up. According to Angelique Kantengwa, the Director General of RSSB, the investments are spread across real estate, treasury bonds, corporate loans, and mortgage loans, foreign and local equity. “Though real estate is the most visible investment, it is not the biggest part of our investment, it only covers 22 percent of the portfolio this is because the principle is to invest while diversifying risks,” Ms Kantengwa said,
pointing out that RSSB’s investment portfolio is sufficiently diversified to mitigate risk. RSSB currently has equity stake in local financial institutions including the Development Bank of Rwanda, Bank of Kigali, insurance company SONARWA and the country’s sole cement factory called CIMERWA. “Our foreign investments are essentially in America and Kenya,” she said. In 2008 former CSR (Caisse Sociale Du Rwanda), now the pension scheme under RSSB became the third largest shareholder in the Kenyan telecom giant Safaricom after buying shares worth $7.6 million in its initial public offering.
PHOTOS: Mark Darrough
However, Ms Kantengwa also adds that as part of its investment RSSB is currently the largest provider of liquidity in the banking sector, an investment that earns it attractive interest income. After a successful completion of its key real estate projects last year including the Grand Pension Plaza that is currently occupied, RSSB is now planning to sell some of its properties to government for office space. “Our core business is not real estate so we have to sell completed buildings - We are planning to sell three buildings in Kigali to government as it is currently spending a lot of money on renting,” Ms Kantengwa said. Major Real Estate Project in the pipeline - Vision City This year, RSSB is to embark on construction of a modern housing estate in Kigali that is expected to help bridge the country’s accommodation and commercial housing shortage. The multi-million dollar project dubbed ‘Vision City’ will include luxurious condominium houses and apartments for high end earners.
We are moving towards realizing our vision of a comprehensize social security system...
The project will be financed through a partnership with a private investor and down payments from interested buyers in the housing estate who will deposit 30 per cent as booking. To pave way for the project, RSSB is in the process of finalizing the expropriation of inhabitants of the 160 hectares of land located in Gaculiro, a Kigali suburb where the Vision City will be built. The first phase of the housing project will see 1,000 units constructed with its own amenities including shopping malls, schools and hospitals. “We want to create a model city which will be a high end investment. We are going to create all types of houses including luxurious Villas, schools and appartments. More importantly it is going to be a green city- it is a very ambitious project,” Ms. Kantengwa said. RSSB will also invest in low cost housing in Kinyinya mainly apartments targeting both the middle class and for modest earners in Batsinda. RSSB selling 9 plots in Central Business District for development offers discount to buyers As part of its on-going projects, RSSB has availed plots for both local and international investors for sale in the Central Business District (CBD) located in Nyarugenge sector. Currently, there are 9 plots being sold at the discount of about 50 per cent from its original price. A square meter is now at Rwf59.000 from Rwf 110.000. “This discount comes after the government decided to take over the infrastructural developments going on around the area like roads construction, water and electricity installations and fiber optic fixing for internet services. However; the investors have to know that the development of the area has to be in line with Kigali City master plan,” says Ms. Kantengwa. RSSB currently has only 400,000 active contributing members out of a total Rwandan population of 11 million. According to the RSSB Director General, the relatively small number of active contributors is explained by the fact that the majority of Rwandans are still largely employed in the informal sector. “The informal sector is more challenging – they are not very willing to come out and pay their contributions because that automatically shows that they should pay tax,” Ms Kantengwa observed. However, RSSB is targeting to
increase contributions by intensifying awareness campaigns countrywide. “We have 30 district branches across the country – we are among the most well distributed institutions across the country. One of the key targets we have given our branch managers is to increase outreach – they need to go around visit the businesses and get in touch with them and build trust relationships with people in the informal sector and bring them into the scheme progressively.” However, Rwanda is still in the process of reforming its pension system after the institution suffered from mismanagement before and during the 1994 genocide against the Tutsi. For instance, the current government is servicing a 56 billion Rwf debt to RSSB in the form of arrears that accumulated before the genocide. The debt was originally Rfw 66 billion before the government started paying it off in 2006. It was agreed that the government would pay beginning 2006 and the debt would be cleared by 2018. The pension reforms, now at an advanced stage, are expected to liberalize and create competition within the sector. Both local citizens and foreigners, who wish to operate private pension schemes, will be authorized to do so but within the legal framework set by the National Bank of Rwanda. To improve service delivery, RSSB is also aggressively pushing for reforms that include installation of a new IT system and changing the structure of the Fund to a multi-pillar scheme, offering new products under the soon-to-becreated Provident Fund. The Provident Fund will be composed of two branches including pensions and special savings. The special savings branch will enable members to acquire pre-retirement benefits such as housing and education for their children. The financing will be through mandatory contributions that may be supplemented by voluntary contributions. Such pre-retirement benefits, the RSSB says will also attract workers operating in the informal sector. “We are moving towards realizing our vision of a comprehensive social security system that will address the social security needs of all Rwandans as is our contribution to the country’s vision of 2020-“Social Security for All” Ms Kantengwa said. TSM
The SERVICEMAG June - August 2012 | 37
VOTRE BIEN ETRE
Cholesterol! Bourreau De Nos Cœurs! Par HUMUZA Ida-Alexandra
Surveillez régulièrement votre taux de cholestérol en faisant un bilan de santé régulier.
et du « mauvais cholestérol ». Le premier correspond au transporteur : les HDL (High Density Lipoproteins) qui récupèrent le cholestérol en excès et le ramènent au foie où il est transformé avant d’être éliminé. Le second : les LDL (Low Density Lipoproteins), transportent le cholestérol du foie vers toutes les cellules. Le problème est le suivant : si les LDL fonctionnent mal ou sont en excès, le taux de cholestérol dans le sang augmente. Le cholestérol s’accumule et forme des plaques qui peu à peu bouchent les artères. C’est pourquoi le LDL est surnommé le “mauvais cholestérol”.
n mal reconnu comme une maladie des pays occidentaux commence à nous affecter, pays sub-sahariens, au fur et à mesure que nos pays se développent. En effet, il apparait que les cas d’infarctus (crise cardiaque), accident vasculaire cérébral (AVC), phlébite, diabète sont de plus en plus fréquents au Rwanda. La faute au cholesterol !
38 | The SERVICEMAG June - August 2012
Mais qu’est-ce que le cholestérol ? Le Cholesterol n’est pas une mauvaise chose en soi. En fait, iI est même indispensable au fonctionnement du corps. Le cholestérol est une graisse fabriquée aux deux tiers par le foie et apportée pour un tiers par l’alimentation. Il participe en outre à la fabrication d’hormones vitales. Souvent les médecins vous parleront du « bon cholestérol »
Pourquoi le cholestérol augmente-t-il ? D’abord et surtout, les mauvaises habitudes alimentaires, mais aussi le stress, les prédispositions génétiques, certaines maladies (maladies rénales, hypothyroïdie). Mais aussi le tabagisme, la consommation d’alcool, l’hypertension, le diabète, le surpoids, la sédentarité (le manque d’activité physique) sont des facteurs qui, associés à l’excès de cholestérol, augmentent de façon exponentielle les risques cardiovasculaires (Infarctus et AVC). Pourquoi le cholestérol est-il dangereux? Lorsqu’il y a trop de cholestérol dans le sang, l’excès se dépose sur les parois des artères et
YOUR WELLBEING MATTERS
Comment diminuer son taux de cholestérol? . Il faut simplement changer ses habitudes alimentaires. Comme pour tout il ne faut pas être dans l’excès. Les « bonnes graisses » (ou acide gras insaturé) sont présentes dans le poisson et certaines huiles : colza, olive ou noix. Les autre huiles sont bénéfiques mais toujours avec modération, tournesol, soja ou maïs.
. Optez pour plus de fruits et de légumes car ils sont pauvres en matière grasse et en calorie et vous rassasient tout en vous apportant les éléments essentiels à votre organisme. Ils contiennent surtout des antioxydants qui luttent contre la formation des ces plaques de cholestérol. Et même gras, l’avocat ne contient pas de cholestérol !
. Il faut se « bouger » tous les jours ! La pratique d’une activité sportive est essentielle pour une bonne santé. Inutile d’être un athlète de haut niveau, ce qu’il faut c’est être régulier, même 30 minutes de marche rapide par jour suffisent.
. Il faut restez zen. Le stress augmente le rythme cardiaque et tend à aussi augmenter le taux de mauvais cholestérol.
5 6 7
. Il faut varier les viandes et s’assurer qu’elles soient bien cuites. . Mangez du poisson au moins 2 fois par semaine.
. Surveillez régulièrement votre taux de cholestérol en faisant un bilan de santé régulier. TSM
L’auteur est la Responsable Technique et Logistic de Child and Family Wellness HealthPost
Headache is a nuisance in a work place By Dr. Rachna Pande
eadache or pain in the head is one of the most common medical complaints for which people seek medical treatment. It is also a common reason for workers to abstain from office or seek medical rest. No age is exempt from headache, though causes vary as per the age. Men and women are both affected by it. Eye strain is a very common cause for headache in office workers. Working for long hours on the computer commonly leads to eye strain causing headache. Over time, the eyes may become weak necessititating use of eye glasses for improving impaired vision. Due to stress at work place, many people develop tension headaches. It can be due to both physical as well as emotional stress. Working on computers for a long time or doing work involving much concentration for long hours also tends to precipitate tension headache. Both men and women of any age can suffer from tension headache. This type of headache is said to occur due to spasm of the muscles around the head due to stress. Cluster headache is another type of headache induced by stress. It is more common in young ambitious, tense men. The individual is usually awakened from sleep by severe headache. The pain is excruciating and located around eyes and or on forehead. The eyes may become red and watering may occur from eyes. There may be associated running of nose or stuffed nose. Cluster headache as the name suggests tend to occur in clusters. One may get episodes of headache for days together and then remain symptom free for a long time. Each episode of headache may last from 1 to 3, 4 hours. Migraine is yet another form of headache caused by mental tension and anxiety. It is more common in young women. It is said to be due to narrowing of the blood
vessels due to stress. Here, the headache is severe throbbing in character and mostly one sided. It is associated with nausea, vomiting and photophobia. Mostly an average office worker spends 8 to 10 hours daily, sitting at a desk. This prolonged inactivity along with lack of fiber in diet makes him more prone to constipation. Chronic constipation and indigestion by itself can lead to sense of heaviness over the head. People working in offices are more susceptible to hypertension due to undue stress and anxiety. Hypertension can cause a headache, which is throbbing in character and mostly located over sides of the head. Some women suffer from headache regularly just before menstruation. But this headache occurs periodically and subsides spontaneously after menstruation starts. Sleep deprivation due to working late in the night can also cause headache in a person. But after getting good sleep, he will feel fresh and comfortable. The use of alcohol and cigarettes is known to induce and aggravate headache. Headache may seem to be a minor complaint, but one affected suffers much. He or she also has to take rest if the headache is severe, thus affecting productivity both of the individual and institution. If an individual has headache once in a while, he can take a pain killer and rest. But if it is regular and periodic, he should seek medical advice and take specific treatment. People should be aware of these types of headache and take preventive measures to remain free from headache. TSM The author is a Specialist Internal medicineRuhengeri Hospital email@example.com
The SERVICEMAG June - August 2012 | 39
plus particulièrement sur celle du cœur (les coronaires), qui en s’accumulant forme une plaque, entrainant une diminution du flux sanguin, et parfois le bloque complètement et c’est l’accident vasculaire ! Le plus souvent ce sont les artères du cœur, du cerveau et des jambes qui sont le plus touchées.
This section is sponsored by:
PHOTO: Timothy Kisambira
Byanditswe na Runanira Richmond
IRIBAGIZA Clarisse ni umuyobozi mukuru, akaba numwe mu bashinze isosiyete Hehe ltd. Akaba kandi yarize ikoranabuhanga rya mudasobwa (computer engineering) muri KIST. Uyu mwari kandi akaba aherutse kwegukana igihembo cy’ amadorari y’Amerika $ 50,000 mu irushanwa ryiswe “Inspire Africa“ ryahuje barwiyemezamirimo bakiri bato baturuka mu bihugu bigize Afurika y’iburasirazuba. Umukobwa ukiri muto ariko ufite umwete n’ umurava mu byo akora, dore ibyo twaganiriye.
40 | The SERVICEMAG June - August 2012
Hari agakoresho twakoze tukiri muri kaminuza maze tukita Hehe. Muri make hehe ni ishakiro ry’ ibisubizo ku bibazo bya hano iwacu bishingiye ku ikoranabuhanga rya telefoni zigendanwa.
Ngaho mbwira ibya sosiyete HEHE Ltd? Hehe limited yashinzwe n’abantu batatu nanjye ndimo muri Kanama 2010, muri make dukora tukanatanga ubufasha n’ ibisubizo bijyanye na telefoni zigendanwa. Turangajwe imbere cyane no kubaka ikoranabuhanga rikemura ibibazo bivugwa mu muryango nyarwanda. Urugero ni ikinyamakuru dukorana cyitwa Nyampinga, iki kinyamakuru rero tugifasha kubona amakuru aturuka hirya no hino binyuze mu butumwa bugufi tukaba twarabakoreye igikoresho cyakira kikanabika ubwo butumwa. Ibi kandi mu gihe cy’amezi atatu gusa twakiriye ubutumwa bungana nav15,0000. Hehe Ltd. kandi ni imwe muri sosiyete za mbere 25 zatoranyijwe muri Afurika y’iburasirazuba, zitanga serivisi za telefoni zige gusa kandi kuko umwaka ushize Hndanwa hehe ltd yaje guhabwa igihembo cya ITU presidential people’s choice award. Cyaherekejwe n’amahirwe yo kwitabira imurika gurisha rya ITU ryabereye mu Busuwisi. Ese igitekerezo cyo kuba rwiyemezamirimo cyaje gite? Hari igihe kimwe kaminuza yo muri Amerika yitwa MIT yaje kuri KIST, batoranya abanyeshuri 21 nuko baduha amahugurwa y’ibyumweru bitandatu ku bijyanye n’ikoranabuhanga rishingiye ku gukemura ibibazo. Igihe cyaje kugera baturemamo amatsinda twigiragamo aho rero niho nahuye na bagenzi banjye kuva ubwo tubona ko byaba byiza dukomeje gukorana. Iryo zina hehe ryaje rite? Hari agakoresho twakoze tukiri muri kaminuza
maze tukita Hehe. Muri make hehe ni ishakiro ry’ ibisubizo ku bibazo bya hano iwacu bishingiye ku ikoranabuhanga rya telefoni zigendanwa. Ese iyo ikipe yawe ingana ite, ikora iki? Ikipe yanjye igizwe n’abantu bane, ikindi ni uko twese turi inzobere mu bya mudasobwa, “computer engineers” tukaba dushishikajwe no kurema ibikoresho bifasha gukemura ibibazo bijyanye na telefoni zigendanwa mu buryo bugezweho. Ese ni izihe ngorane uhura nazo nka rwiyemezamirimo? Tugitangira muri 2010 ntabwo byanyoroheye kuko ni ubwa mbere nari ngize inshingano nyinshi zindeba. Hari cyari ikibazo cyo kudahabwa amahirwe nk’abandi kuko akenshi usanga abakiriya bamwe iyo babonye ukiri muto ntibaguha icyizere cy’ uko akazi kabo wagakora neza. Ariko mbonereho kubabwira ko turashoboye kandi imiryango irafunguye bazatugane barebe imikorere yacu maze nabo bashire amakenga. Nka rwiyemezamirimo umaze kwiyubaka, ese ubona ari kuki abenshi muri ba rwiyemezamirimo badatera imbere hano iwacu mu Rwanda? Mbona biterwa no kubura intumbero nyayo, babura udushya ku murimo bakora, ikindi ni uko batinya guhomba bityo ugasanga no gushora imari ntibyoroshye. Nuko amaherezo bagahera ahantu hamwe gusa nta musaruro ugaragara. Icyo navuga ni uko bagerageza
kugira umwihariko ku byo bakora ntibakigane ibyo kanaka yakoze, kuko biyobya benshi. Nka sosiyete y’ikoranabuhanga itanga ibisubizo bijyanye na telefoni zigendanwa, abakiriya banyu ni bande? Kuri twe dushishikajwe no kugera kuri wa muturage wo hasi ufite telefoni igendanwa ariko utari wamenya ko telefoni ye ifite ubushobozi burenze ubwo kuyivugiraho gusa, muri make twaje gutanga ibisubizo kubibazo bimwe abanyarwanda bafite, dukoresheje ikoranabuhanga. Ese ni iyihe mpamvu umukiriya yakwifuza ubufasha cyangwa serivisi zanyu? Icya mbere ni uko ibibazo biri hano iwacu turabizi neza bityo rero twakoze ibikoresho cyangwa inzira yoroshye ifite ubushobozi bwo kubyakira vuba kandi neza. Ikindi ni uko ibyo dukora tubishyiramo umwete mwinshi bityo tukaba tubahaye ikaze kubifuza ubufasha bwacu. Ese ni iki kikunezeza kuba uri rwiyemezamirimo none? Ni umurimo utanga ubwisanzure, ariko bya karusho iyo mbonye akazi nkora gahindura ubuzima bw’abandi bantu biranezeza cyane. Ese niba atari ibanga waba ufite mugambi ki, ku gihembo cy’amadorali 50,000 watsindiye muri Inspire Africa? Ayo madorali rero yaje akenewe muri Hehe ltd, ariko hagati aho nkaba natekerezaga no gushora imari no mu bindi bintu bishya. Gira icyo ubwira urubyiruko rwifuza kwikorera? Icyambere bagomba kumenya icyo bashaka ndetse n’icyo bashoboye ubwabo. Bakanagira umwete wo gushaka amakuru ahagije kubyo bifuza gukora, mu gihe babigezeho ntibazatinye kugerageza gushora imari mu bucuruzi kandi bafite ayo makuru, uburyo ndetse n’ubushobozi TSM
The SERVICEMAG June - August 2012 | 41
Tips on starting a successful business Benjamin D. Cox
Be unconventional When you are ready to setup shop, expect someone to follow your lead and to do the same thing as you (probably in the shop next door). Unless you have a patented, one-of-akind invention, you will have to set yourself apart in other ways to catch people’s attention and win over new customers. Choose a catchy or provocative name. Start a customer rewards program. Make a fool of yourself by dressing up like a banana and handing out flyers at the next Guma Guma Superstar concert. Stand out from the pack and people will start talking about your business, and eventually customers will start knocking on your door.
PHOTO: Timothy Kisambira
ongratulations! You’ve decided to pursue your passion and explore your potential as an entrepreneur. Now what? Consider these basic tips to help get your business off the ground today:
Know your customer Talk to your friends, neighbors, colleagues, and anyone else who will give you the time of day. Ask what pains them about their everyday life. What is missing? What could be improved? What are their values, habits, and desires? Only by intimately knowing the people you are trying to serve will you be able to create a product or service that is valuable to them and different or better than your competitors.
Share your idea You’re afraid someone will steal your idea. I get it. But what makes a business successful isn’t the idea itself, it’s the people behind
42 | The SERVICEMAG June - August 2012
Cash is King Cash flow is perhaps the single-most important piece of the puzzle for a new entrepreneur to master. Keep basic records of your cash inflows and outflows (sales and salaries, for example), and never confuse those with your personal expenses (food, clothes, etc.). Review your books regularly to see where you’re spending the most money and where you can cut back on expenses (do you really need that iPhone data plan?). Most importantly, make sure you always have a steady inflow of cash to keep the bills paid and the production line rolling. it. By sharing your idea you open yourself up to finding your first customers, partners, advisors, and maybe even investors. And if you do it with people from diverse industries and backgrounds, they’re likely to have unique perspectives which will inspire new and exciting twists on your original idea.
Start small We all want to change the world. Guess what? You can’t do it overnight. Take your grand vision of clean water for all, or the e-Commerce site you want to takedown Amazon, and break it into incrementally challenging, but achievable steps. Think about what you can do today, without borrowing money from the bank, which will help you to reach that long-term vision. Want to export tons of avocados to Russia? Try selling one to your neighbor first.
And last, but not least:
Just Do It! Every entrepreneur fails. Successful entrepreneurs learn from those failures, make the necessary adjustments, and return to the market with a new and improved product or service. There are loads of idioms to drive this point home: experience is the best educator, no risk no reward, etc. The point it this: you’ll never know if your idea is as great as you think it is, unless you put it into action and see what happens. Bonne chance! TSM The author is the Country Director of the BabsonRwanda Entrepreneurship Center and the National Coordinator of Global Entrepreneurship Week (November 12-18, 2012). Follow the GEW campaign on Twitter @GEWRwanda
PHOTO: The ServiceMag
2 Things that are killing your business and how to avoid them By Andy Chuks
e all go into business with an aim to succeed. Success can be quantified based on your aim of running the business. Normally when we go into business, we have high hopes and strongly believe to succeed but there are two things that can kill your business in a short time: Fear and Lack of Plan/Focus I define fear as a mental abnormality and a bugaboo that lies in the mind of its victim. Fear can grip you so hard and control every onemof your actions in such a way that you will hardly have your own mind. The effect of fear on the human mind is like that of a virus on a computer system, when it enters it begins to plant a doubt on all your ideas and aspirations. It will move on to modifying your ideas to accommodate the doubts that come with
it (there and then you will lose courage to do any challenging task). It achieves this by beclouding your mind with false hope, duplicating/modifying your ideas and replacing your ideas with mediocre ones. You could finally become as useless as a virus infested computer system and may eventually crash like a hard disk. On the other hand, lack of plan/focus in business is like driving a car without steering. You can imagine where that will get you! When you run a business without a plan you let the business drive itself. To avoid failure in your business You have to take preventive/corrective measures to battle fear in your life. You must have a strong belief in yourself, begin to appreciate and acknowledge you can do things, then surround yourself with positive-minded and courageous people. Study KIDS and emulate their never
You must have a strong belief in yourself, begin to appreciate and acknowledge you can do things... say die attitude in everything you do. You also must start taking charge of your business by determining the direction it goes. Outline your objectives, write down an action plan , set targets and pursue them vigorously. You can only do that if you have your map which is your plan. TSM firstname.lastname@example.org
The SERVICEMAG June - August 2012 | 43
Fostering Innovation By Christopher D. Smith and Ellie Kates
any small business owners relate innovation to high-tech companies with millions of dollars in revenue and large R&D teams. While the achievements and inventions of these companies are certainly innovative, innovation itself is so much more than that. At its core, innovation is finding a better way to satisfy the needs and desires of your customers by introducing new processes, products, or services. Innovation is not limited to radical, new products that disrupt the status quo and transform industries. More often than not, innovation takes shape as incremental improvements to something that already exists. Embracing innovation, incremental or disruptive, isn’t just good for business, it’s essential. If you want to sustain success, then your product or service must continually stand out from the pack. Innovation is the engine for that competitive advantage in the marketplace. Here are a few tips to help you foster innovation within your business.
your routine forces your brain to think differently, creating new linkages that encourage fresh ideas.
. “KISS” – KISS, championed by designers and engineers, means, “Keep It Simple, Stupid.” According to this principle, most systems (and products) work best when kept simple. Complexity increases the possibility of unforeseen problems. Therefore when innovating, save yourself some trouble and avoid unnecessary complexity. Leonardo da Vinci once said, “Simplicity is the ultimate sophistication.” Today, that statement still holds true.
. Reiteration – Many entrepreneurs developing innovations wait until their product is absolutely perfect before introducing it into the market - a flawed strategy because a product will never be perfect.
. Be Customer-Oriented –If you want to jump ahead of competitors and develop innovative products, you must anticipate the needs and desires of your customers before they know that they exist. That kind of vision requires an intimate knowledge of your customer base. Find out how they live and work. Listen to what they’re saying about your product(s) and watch how they use them. If you observe your customers experiencing any inconvenience or ‘pain’ with your product, then you’ve found the starting point for innovation.
44 | The SERVICEMAG June - August 2012
. ‘If at first you don’t succeed, try again’ - probably the most important tip. A failed innovation is not a reflection of your self-worth. Every innovator is bound to experience some sort of failure. However, every failure or mistake teaches valuable lessons. If your innovation doesn’t succeed at first, investigate what went well and what didn’t. What you uncover will help in future iterations, give you better insight into your customer’s needs and may even lead to the discovery of a new product or market niche. Great innovators use the lessons from their mistakes to reach greater heights. Fostering innovation at any level can be scary for many business owners because it requires them to explore uncharted waters, and may not lead to immediate success. It’s much easier to follow an established process or offer a product or service that has already been successful in the market. Over the long run, however, this complacent strategy is likely to lead to stagnant profits and minimal return on investment. There’s no barrier to starting innovation in your company. So go ahead and take the first step towards creating something new. TSM
PHOTO: Timothy Kisambira
. Change Your Routine – Creativity is at the foundation of innovation, but it can sometimes be difficult to get your creative juices flowing. One of the best techniques to spur creative thought is to simply change your routine. Routines create efficiencies in our schedules, but that lack of new stimuli inhibits creative discovery. Introduce new stimuli and spur creativity by networking with different people or reading different books. Breaking
There will always be a new feature to add or some other change as you’re creating the elusive “perfect product”. Meanwhile, the marketplace is evolving and your opportunity is disappearing. A better strategy is to make the quality of the product “good enough” then begin selling. Once the product reaches the market, obtain some feedback and use that information to continually update the product. This allows you to introduce your product at the ideal time, and then obtain excellent feedback. You can use the profits from sales to invest in successive iterations. Innovation is not a one-time occurrence, but a continuous process.
Christopher D. Smith is the Country Director for the Babson-Rwanda Entrepreneurship Center (BREC) BREC@babson.edu. Ellie Kates is the Co-Founder and Head Designer of Songa Designs International, an innovative jewellery and accessories business. www.songadesigns.com
PHOTO: Timothy Kisambira
WOMEN ENTREPRENEURSHIP ENTREPRENEURSHIP
Women, gender relations and entrepreneurship By Sam Kebongo
frican Entrepreneurship and Small Business Development’ is a book about entrepreneurship issues in Africa, written by a group of academics. A holistic academic approach, it is as practical as it is creative and probing; a refreshing departure from the traditional ‘ivory tower’ approach. Chapter 11, written by Dr. Maria Nchimbi and M.M. Chijoriga dwells on the salient but often unspoken issue of women and entrepreneurship. They begin with the premise that women may have equal potential as men in wealth creation and development. Africa’s women entrepreneurs are hardly a homogeneous group. Some own their own businesses independently of their families and have full control over the income generated. Others work with associates; their husbands or family members. Still others run businesses owned and controlled jointly with the husband or another party. Yet others have little or no say in terms of decision making and the use of income generated. Women may also join groups whereby members share resources and contribute towards common expenses as each runs her own business. Another arrangement has members undertaking joint activities and taking turns
in accomplishing roles and sharing proceeds. Alternatively, members manage their own businesses but take loans jointly and distribute them; or take turns servicing the loan. In order to gain a proper perspective and effectively develop women’s entrepreneurship; one should address the key issue which is the role played by women, as well as the concept of gender. This will in turn shape women’s motivation for starting and running businesses, their choice of business activities and perception of entrepreneurial success. Experiences encountered by men in contrast to women vary from one society to another. In Africa, gender roles differ with women typically considered as homemakers with less decisionmaking powers; and limited or no access to resources. The situation is changing in some places, but more needs to be done. One of the reasons that motivate women to engage in business is the pressure arising from the need to fulfill basic family requirements amid harsh economic conditions. Rising inflation and the recent economic recession have resulted in the loss of purchasing power among salary earners. Women, who carry the lion’s share of responsibility, feel this most. They therefore tend not to consider their livelihoods
as a business but as a means of making ends meet (necessity enterprises). Naturally this negatively affects the business’ growth prospects. The choice of business activities in which women engage is influenced by their domestic roles; abilities (level of education, entrepreneurial aptitude and technical skills); limited start-up capital; limited access to working capital and limited capacity to absorb the consequences of failure. They are also more likely to choose activities that blend in with their domestic roles; work close to home and opt for livelihoods that fit in with their natural ability to socialize. These activities must also have an already tested and large market. The predominance of women in sectors such as tailoring, beauty and hair treatment, catering and the hospitality industry in general can be attributed to these factors. These factors denote the fact that the approach to developing women entrepreneurs must be multidimensional. As Albert Einstein said, the formulation of a problem is often more difficult than its solution. We need more of the abovementioned actions to effectively increase women’s participation in business and spur an economic upsurge. One thing is certain; improved gender relations will result in improved business. TSM The author teaches entrepreneurship at Rwanda Tourism University College. He is also a Director at Serian Ltd., a consulting firm that provides skills and business advisory services. email@example.com
The SERVICEMAG June - August 2012 | 45
HAVE YOUR SAY
Is there any policy to protect tenants from rogue landlords? By Eugene Anangwe
aybe you are a landlord or you are among the many tenants that continue to suffer silently as a result of having “rogue” landlords on the loose; I think this issue has to be addressed! There is a need for some sort of regulation/housing policy that offers protection to tenants and landlords a like from rip off by some ‘want-to-get quick’ landlords! How on earth do you ask for house rent of $1,300 and even $2000 and demand for more than 5 months deposit of that amount? Some have even gone to an extent of asking
46 | The SERVICEMAG June - August 2012
for a full year advance payment for the rent of this amount! Seriously? And the sad thing is that there is nowhere to run to as a tenant looking for a roof to shelter. Someone needs to tell some of the landlords with this mindset that yes, they own what we desperately need but they should be human and understand that there is no tree where people go to pluck money. Oh how I wish there was! Maybe I am misjudging you, but if you are a landlord and you are reading this, we would be more than glad to have you justify to us why you do this.
As a loving and caring community that we say we are, let us look for and use all the available platforms to help those who are in need of homes but cannot be able to make it due to this issue. There aren’t many residential houses in Rwanda especially those for middle-income people or single people, so there has to be a way of protecting everyone. There needs to be regulations, rules to tame the “rogue” landlords! TSM firstname.lastname@example.org
The SERVICEMAG June - August 2012 | 47
HAVE YOUR SAY
I wonder why the City Council has not done something about it. I am sure many have fallen in there.
A hole in the
PHOTO: Timothy Kisambira
PAVEMENT By Eva Gara
year ago I was walking towards EcoBank in Remera and ahead of me were two young girls carrying big baskets for sale on their heads. As I was pondering what the future held for these young people one of them vanished. Right in front of my eyes. The big basket she had been carrying
was left helplessly rolling towards the road. I blinked and shook my head and looked again. Then behold I saw her emerge from the pavement. It took me a few seconds to work out that she had disappeared into an open hole that seems to have made permanent residence in front of the Eco Bank. The poor
thing bleeding at the knees quickly picked up her baskets and with down cast eyes, shyly walked away. The people around glanced her direction and went on their way. I walked to the gaping hole and could not believe that it was bang in the centre of the pavement meant for pedestrians. Deep enough to swallow a 13 year old child. A year today every time I walk past the open hole I wonder why the City Council has not done something about it. I am sure many people have fallen in there. I wonder if nobody has broken a bone since its jagged sides are made of concrete. In Europe or those developed countries such a hole would be faced off with warnings in big red and yellow writing to keep clear off it. I imagine if the parent of that child who got swallowed whole was to sue those responsible she would be compensated enough to send her to school for a couple of years. I have also realised that since nobody has sued, the ones responsible for maintaining these pavements, then it will stay. An open ragged concrete toothed hole waiting for unsuspecting pedestrians to fall in. Walking on pavements in Kigali is a source of pride for most of us who visit our neighbouring countries. They are clean and usually in the shade from the trees planted on the side. I appeal to the Kigali City Council to please look into making sure that this kind of feature (a huge hole in the pavement) does not mar the wonderful job its doing. TSM email@example.com
Visit our website for a new article on customer service every Monday. Go to www.theservicemag.com
48 | The SERVICEMAG June - August 2012
PHOTOS: Google Images
HAVE YOUR SAY
Do you have a good project that needs funding? We offer you professional advice regarding your funding needs We help you access funds from Internaonal and local lenders and investors We negoate for you good terms and condions We facilitate the enre process unl when you get the funds
Smile and Greet:
We have raised USD 24 Million for projects in Rwanda in the past 1 year alone.
Contact us today at: GCG and Associates Rwanda
Guidance from Mauritius By Manisha Dookhony
come from Mauritius and one of the biggest selling points of the country (whether you are promoting investment, goods or tourism) is the hospitality of the people. In practice this translates to two very simple things: a smile and a greeting. At the airport, people in charge of passenger security will all be smiling and greeting you. When a taxi takes you from the airport, the welcome and chat of the taxi guy will make you think that he is a marketing agent for his country. If a person is lost, there is always more than one person around to offer guidance and if you ask a traffic police the wayâ€Ś he may step in his vehicle and drive you to where you are heading. At the hotel, part of the job description seems to be to smile and greet! A smile and the greeting can go a very long way. Everything within the hospitality package starts with a smile and a greeting. As Rwanda works towards better customer service, the lesson from Mauritius is a good guide towards its simplicity. Smile and Greet, and donâ€™t do it just for yourself but think of the entity you work within and think of Rwanda. TSM
The SERVICEMAG June - August 2012 | 49
ASK OUR LAWYER JOE NSANO:
Legal and Financial Consultant. Further questions can be sent via email to: firstname.lastname@example.org
All you need to know about a “Gentleman’s Agreement”
Investopedia defines the Gentleman’s Agreement as an unwritten agreement or transaction backed only by the integrity of the counterparty to actually abide by the terms of the agreement. An agreement like this is not legally binding and could have a negative effect on business relationships if one party decides to default on their promise. As it is not legally binding it cannot be enforced in a court of law. Instead, the parties rely on the integrity and honor of participants in the agreement. This can sometimes backfire, and people are strongly advised to secure a legally binding agreement in lieu of an informal arrangement for their protection, as well as the protection of the other party. If you enter into a Gentleman’s Agreement with the regional company, none of the parties to the agreement will be protected by the law. Most of international corporations do not prefer entering into binding contracts with partners they have not done business with for a respectable number of years. The terms of a gentleman’s agreement may be unstated, oral, or written. Writing down an agreement does not necessarily make it legally binding, as agreements need to meet certain terms to be considered legally binding contracts. The parties to the agreement reach a mutually acceptable arrangement and agree to trust each other to fulfill the terms. This term dates to the 1800s, when it was first used in the railroad industry in the United States, although the concept itself is much older. Informal agreements have determined everything from national sovereignty to ensuring that particular people get jobs. The gentleman’s agreement has historically been criticized as a means of exclusion and sometimes such arrangements
50 | The SERVICEMAG June - August 2012
I am in the process of negotiating a dealership with a major regional manufacturing company. They proposed we sign a ‘Gentleman’s Agreement.’ What is it? How legally protected will I be in this kind of agreement?
An agreement like this is not legally binding and it cannot be enforced in a court of law. Instead, the parties rely on the integrity and honor of the participants in the agreement
were used in highly abusive ways. In some cases, a gentleman’s agreement can be a tool for facilitating a formal agreement at a later date or for streamlining proceedings. International organizations and other large groups may reach informal agreements while hashing out details. Taking time to write out and codify the agreement might be wasteful if everyone is in agreement. The problem with a gentleman’s agreement is that it is unenforceable, and if it is violated, the injured party has no legal recourse. For this reason, even when an agreement is made between people who trust each other, getting a legally binding contract is strongly recommended. TSM
ASK OUR LAWYER KATIA MANIRAKIZA: Consultante Légale
Envoyez-nous vos questions légales à: email@example.com
Heures Supplémentaires Mon entreprise connait parfois des périodes d´activité très intenses et mes employés sont souvent obligés de prester des heures supplémentaires. Pourriez-vous nous dire comment ces dernières doivent être rémunérées ? Selon la législation rwandaise, la durée effective du travail est fixée à 45 heures. Les heures de travail effectuées au-delà de la durée légale de travail sont considérées comme supplémentaires. Cependant, certains secteurs comme celui de l’hôtellerie ont une dérogation permanente de dépassement de la durée légale de travail. En effet, eu égard à la nature du travail, l’employé pourra prester jusqu’à 55 heures (10 heures de plus que la durée légale) sans prétendre aux paiements d’heures supplémentaires. De plus, la loi fixe les heures de travail de jour entre 5 heures et 19 heures. Toutefois, en raison de leur caractère spécifique, cette disposition ne s’applique pas, notamment, aux entreprises du secteur de l’hôtellerie, du transport, de la santé… On comprend que ces entreprises effectuent des travaux dont l´exécution ne peut être interrompue.
En dehors des dérogations présentées, l’employeur est tenu de payer les heures prestées en sus de la durée légale de travail. Les heures supplémentaires sont payées comme suit et ces augmentations de pourcentage sont appliquées sur le salaire brut : • 50 % de majoration pour des heures effectuées de la 41è à la 50è heure, • 70 % de majoration pour des heures effectuées au delà de la 50è heure, • 70 % de majoration pour des heures de nuit effectuées pendant les jours ouvrables, • 100 % de majoration pour des heures de jour effectuées pendant les jours non ouvrables et les jours fériés; • 120 % de majoration pour des heures de nuit effectuées pendant les jours non ouvrables et les fours fériés. Au lieu de comptabiliser chaque heure prestée, certains employeurs préfèrent donner aux employés qui font du temps supplémentaires et/ ou travail de nuit un forfait mensuel. Ce qui est acceptable par la loi, pourvu que ce dernier ne soit pas inferieur à ce qu’elle prévoit.
De manière pratique, les heures de travail pratiquées en dépassement de la durée légale du travail doivent être inscrites par l’employeur sur un registre indiquant les dates des jours prestées ainsi que le nombre d’heures effectuées chaque jour à ce titre et les noms des travailleurs concernés. En tout état de cause, l´employé doit s´assurer que ses heures supplémentaires sont enregistrées et approuvées par le supérieur hiérarchique. En cas de contestation, c’est au travailleur qui se prévoit du droit au paiement des heures supplémentaires de prouver que son employeur les a approuvées. Ce n’est pas à l’employé de déterminer en toute discrétion le nombre d’heures supplémentaires qu’il estime avoir prestées. Pour finir, rajoutons que la loi ne fait pas de distinction entre managers et employés pour ce qui est des heures supplémentaires. Néanmoins, dans la pratique, les managers ne reçoivent pas de rémunération pour les heures supplémentaires eu égard à leur niveau de responsabilité, leur niveau de rémunérations et avantages en nature (voiture, téléphone, …) s’attachant à leur fonction. TSM
Uburenganzira ku ifoto Nifatishije ifoto kugira ngo ikoreshwe mu kinyamakuru, nkeneye kumenya ukuntu nashobora kuyirinda kugira ngo itazakoreshwa ikinyuranyije n’icyo nayiteganyirije? Icyo kibazo cyawe kituganishije ku kindi kintu cy’ingirakamaro, kiganisha mu buryo amafoto akoreshwa. Ihame ni uko umuntu afite uburenganzi ntavogerwa ku ifoto ye n’ikoreshwa ryayo. Ni uburenganzira bw’umuntu nk’uko bimeze burenganzira bwo kutavogera ubuzima bwite bw’umuntu. Kuri izo mpamvu, icyo kinyamakuru kizakoresha ifoto yawe ari uko ubyemeye mu
nyandiko ukanabisinyira. Ayo masezerano wagirana n’icyo kinyamakuru agomba kugaragaza umubare w’amafoto azatangazwa kandi akagaragaza ko azakoreshwa gusa muri icyo kinyamakuru. Menya ko uwo ari we wese wakoresha ayo mafoto utabimuhereye uruhusa ushobora kubimuregera akaba yahabwa ibihano birimo kumubuza kuyakoresha no gucibwa amande kuri iryo kosa aba yakoze. Byumvikane ko hari amahame y’umwihariko agenderwaho. Hari uko atari ngombwa kugirana amasezerano n’umuntu w’umuyobozi (umunyapolitiki, icyamamare….) mu gihe yafotowe ari mu bikorwa
by’imirimo ashinzwe. Urwo ruhusa si ngombwa , igihe ufotowe ari mu gikorwa kijyana n’inkuru, gusa ikigomba kwitabwaho ni uko iyo foto iba ijyanye n’inkuru. Biremewe gukoresha ifoto y’itsinda ry’abantu mu ruhame nta kubanza gusaba uruhushya kuri buri muntu ibyo bigakorwa mu gihe iyo foto itibanda cyane ku muntu runaka uri muri iryo tsinda. Iryo rengayobora rigomba kumvikana neza, ni ukuvuga ko mu gihe ushidikanya, ugomba gusaba uruhusa mu nyandiko, cyane cyane mu gihe amashusho ya nyir’ubwite yakoreshwa ahagaragara mu ruhame. TSM
The SERVICEMAG June - August 2012 | 51
Le Bistro, Gisenyi
PHOTOS: Shivani Suresh
By Shivani Suresh
e Bistro is located on the top floor of a hotel (of the same name), overlooking Lake Kivu in Gisenyi. It is about a 15 minute walk from the beach. My friend and I decided to go there after reading about it in a guide book. It took us a while to get there because, interestingly, most of the locals did not seem to know it. After picking up lots of clues about its relative location, we finally stumbled upon it at around noon, just in time for lunch. We were greeted by a minimalistic, yet elegant décor inside the restaurant, with wooden panels, large comfortable wooden chairs, and an antique vibe (which is not surprising because Gisenyi is has been around since the time of the colonialists - so you can find a lot of old European-styled houses). The view from the restaurant was simply gorgeous, so we decided to take a table right overlooking it. The waitress greeted us with a small smile and asked to take our orders. After looking at the menu, we were a little disappointed by the limited options, however, there seemed to be other dishes that were only made by special order. We finally placed our orders for Hawaiian Pizza, Napolitane Pizza and sodas.
The waitress kindly and diligently answered our questions about the menu, quickly wrote our orders and quoted a time frame of 20 minutes to get them. While waiting, we noticed that she was the only waitress in the entire restaurant, in-charge of about 3-4 groups of people. Slightly stressed, she was still efficient and attentive to all of us. The bar was tastefully (no pun intended!) decorated and well stocked with a range of wines, whiskies, rums and gins. The bathrooms, on the other hand, were a little substandard. They were clean and well designed but there was no running water in the taps or flush. The restaurant was also a smoking zone. Our orders commendably arrived on time. The toppings on our pizza were good (pineapples…yum!) but the crust was extremely
thin and slightly charred so we found it hard to cut it with the blunt knife provided. So we decided to just dig in with our hands. The waitress was not always available so we had to wait a while to ask for extra plates. But when she finally came to our table, she responded to our requests immediately. She even gracefully obliged to take photographs of us – at my request (Hey, the view was simply too lovely to pass up - see for yourself!). We then ate to our fill and asked for the bill. The prices were slightly above average and not expected of the food here but I guess the service considerably made up for it. If you’re in Gisenyi, you must be looking for a good time and some relaxation from the hustling and bustling of life. After sunbathing and/or playing beach volleyball on the shores of Lake Kivu, if you are looking for a place to wind down and at the same time satisfy your tummy, you may want to consider this serene
The prices were slightly above average... but the service considerably made up for it. little (and little known) restaurant on the shores of the lake. Overall, I would give my experience there an above average 2.8/5. The entire place had an incredible vibe – calm, serene and peaceful. However, food-wise, it is a bet we must all be prepared to individually take, as it varies from taste to taste, platter to platter. For non-smokers and anyone who wants to use the restroom, this place is probably not your nirvana. But apart from that, it’s definitely a great place for those who come for a long weekend and just want to relax and get a moment of solitude. It just invariably put you in a good mood! TSM firstname.lastname@example.org
Look out for Shivani’s restaurant reviews in upcoming issues of The ServiceMag. 52 | The SERVICEMAG June - August 2012
WHERE WE HAVE BEEN
Intambwe 9 ziterwa mu kwakira neza umukiriya Byanditswe na Eddie Heh
PHOTO: The ServiceMag
ko byaba bimeze kose, kwakira abakugana mu biro bitandukanye, mu mangazini, mu maduka, biracyari kure nk’ukwezi. Abantu benshi usanga batita ku kwakira neza ababagana kandi ari ibintu byoroshye rwose ndetse bisanzwe bikorwa mu ngo. Igishimishije ni uko bidasaba kwiga amashuri ahambaye kugira ngo wumve akamaro n’agaciro ko kwakira neza abakugana. Njye nk’umukiriya, dore ibyakorwa kugira ngo numve ko nakiriwe neza. 1. Mu gihe abatugana batugezeho, tugomba kubitaho tukabaharira umwanya uhagije wo kubakira. 2. Muri icyo gihe hagarika gukoresha mudasobwa n’ibindi bintu byakurangaza. 3. Hanga amaso uje akugana umusekere umwereke ko wamubonye. 4. Vuga uti ‘‘Mwaramutse’’cyangwa se ‘‘Mwiriwe’’Bwana/Madame. 5. Mubaze icyo yifuza ko wamufasha urugero: Ese hari icyo nabafasha? 6. Reka ukugana agusobanurire ibyo akeneye muri iyo serivise. 7. Ihutire guha ukugana icyo ashaka. 8. Shishikariza ukugana kugumana na we muri sosiyeti yawe unamugaragarize ibyo ukora na serivise zitangwa. 9. Shimira ukugana umwifurize umunsi mwiza kandi unamusekere. Ndabikwizeza, nubigenza utyo bizagufasha kongera umubare w’abakiriya.
The SERVICEMAG June - August 2012 | 53
PHOTO: Timothy Kisambira
WHERE WE HAVE BEEN
Priscilla, la perle rare de l’agence de voyage ITA Par Eddie Heh
on travail et ma situation familiale m’obligent à voyager souvent. Mes vrais partenaires dans l’organisation de ces nombreux déplacements sont les agences de voyage ou les compagnies aériennes. A Kigali, j’ai commencé par travailler avec l’agence ITA située à UTC au centre ville. Au départ, j’ai été surprise par le professionnalisme de toute l’équipe de l’agence : de la patronne au coursier. Mais ma perle rare à moi est, sans aucun doute, Priscilla. Je n’ai jamais vu d’agent aussi professionnel, disponible, prompte, dynamique qu’elle. Où que je sois dans le monde, il me suffit de lui envoyer un mail, un sms et elle se plie en quatre pour trouver des solutions. J’avais toujours pensé qu’elle n’était aussi gentille qu’avec moi. Jusqu’au jour où, en parlant d’elle avec un groupe de personnes que je ne connaissais pas, j’ai compris qu’elle l’était aussi avec eux. Ils n’en finissaient pas de lui tarir d’éloges. Sa disponibilité permanente me rassure et quelque soit le pays du monde où je me trouve, je sais que je peux compter sur elle parce que même quand elle n’est pas de service, elle sait trouver des solutions aux clients. Quoi donc de plus normal que de la recommander à tous ceux qui liront ces quelques lignes. Parce que de toute évidence, Priscilla est la perle rare parmi toutes les agences de voyage à Kigali. TSM
54 | The SERVICEMAG June - August 2012
WHERE WE HAVE BEEN
11H de transit déplorable à Nairobi avec Kenya Airways Par Sandra Idossou
e suis une cliente régulière de Kenya Airways mais mon dernier voyage entre Paris et Brazzaville me donna un goût amer que je me demande si j’aurais encore le courage de reprendre cette compagnie. J’ai fait ma réservation en ligne mais pour des raisons que je ne maitrise pas, je n’ai pas pu acheter le billet directement sur internet. J’ai donc demandé qu’on me l’achète auprès de l’agence Kenya Airways de Brazza. Arrivée à Nairobi à 19h30, ma correspondance pour Brazzaville n’était prévue qu’à 7H le lendemain soit 11H de transit. C’est donc en toute confiance que je me suis présentée au comptoir de transit pour un bon d’hébergement comme Kenya Airways a l’habitude de le faire. Ce comptoir de transit est l’un des plus mauvais qu’il m’ait été donné de voir. Face à une horde de passagers, deux agents débordés, impatients, excédés voire même désagréables. On aurait dit qu’ils maudissaient le ciel d’avoir autant de clients. Arrivât enfin mon tour. Grande fût ma surprise d’apprendre que Kenya Airways n’hébergeait plus les passagers. « Ah bon ? Mais pourquoi ? Depuis quand ? Pourquoi ne m’a-t-on pas informé lors de l’achat du billet ? Pourquoi il n’y a-t-il pas d’information
Face à une horde de passagers, deux agents débordés, impatients, excédés voire même désagréables. sur le site ? » Inquiète, je demande à l’hôtesse ce que je dois faire. Et là, le plus simplement du monde, elle me répond : « Regardez tous ces passagers sur les chaises et dans le hall, ils attendent tous leur correspondance. » J’en suis restée bouche bée. L’idée de passer 11H allongée par terre ne me réjouissant guère, j’entrepris les formalités pour aller me chercher un hôtel en ville. Après une file de plus d’une heure pour avoir un visa de transit de 20$, j’ai pu trouver un hôtel minable pour les quelques heures qui me restaient, à 120$, sans oublier le taxi aller et retour à 40$. Ce jour là, je peux vous dire que « la Fierté de l’Afrique » m’est restée au travers de la gorge. La prochaine fois, je passerai par Addis Abeba ou… Bruxelles. TSM email@example.com
Excellent customer service experience at ‘Elite Digital’ Rwanda the authorized Mac reseller By Robert Porter
ometimes really good customer service is difficult to find. So when you do receive it, it makes you want to tell people about it. My Macbook Pro busted right when I got here due to a manufacturer defect. I took it to Pavan, the guy who runs ‘Elite Digital Rwanda’ and he immediately, contacted Apple Inc and went through a long process to get a new motherboard sent out to me free of charge (to replace it myself would have cost more than 800 USD). Then when it got here he installed it and delivered my new, working Mac Book Pro, back to me. Since then I have taken all of my Apple products to him whenever I have an issue, and he’s never let me down. He knows customer service well and how to treat his customers right so that they keep coming back. He’s got a store now in Kigali City Tower and I surely recommend him for all things Apple. TSM firstname.lastname@example.org
The SERVICEMAG June - August 2012 | 55
CARNET DE VOYAGE
Cotonou, la ville pittoresque Par Sandra Idossou
PHOTOS: Google Images
Vous aurez l’embarras du choix dans vos visites culturelles.
haque fois que je parle du Bénin aux gens de l’Afrique de l’Est, je suis surprise par leur manque de connaissance générale sur cette partie de l’Afrique de l’Ouest. Quelques rares fois, je tombe sur des gens qui se rappellent encore de leurs cours d’histoire et géographie et qui associent le pays soit au Vaudou, soit carrément à l’ancien président du pays Mathieu Kérékou. Vous l’aurez bien compris, le Bénin est méconnu sur beaucoup d’autres plans. Ce pays fût par le passé le quartier latin de l’Afrique. Il est aussi le pays d’Angélique Kidjo, de Behanzin, roi de Dahomey qui a farouchement
56 | The SERVICEMAG June - August 2012
combattu l’invasion française. Le Bénin est aussi l’un des premiers pays à opter pour un régime démocratique dans les années 90 sans trop de heurts. Cotonou, la capitale économique Cotonou ou Kùtɔ́nû en langue Fon signifie « embouchure du fleuve de la mort » est la capitale économique et est situé sur le cordon littoral entre le Lac Nokoué et l’Océan Atlantique. Il abrite l’un des plus grands ports qui dessert les pays enclavés. Ce port est le véritable poumon de l’économie nationale car il représente 90% des échanges avec
l’étranger et plus de 60% du PIB du pays. Il est vrai que Cotonou draine une circulation impressionnante avec des camions en attente de déchargement et en stationnent en file dans les rues de la ville. Le Nigéria, le Togo, Le Burkina Faso et le Niger sont les pays limitrophes du Bénin. Cotonou abrite le siège des principales entreprises, ministères et ambassades. La ville est vivante, dynamique, en pleine effervescence, bien loin de l’image caricaturale d’une Afrique figée dans la ruralité.
CARNET DE VOYAGE
La bonne cuisine béninoise Visiter Cotonou peut être un vrai défi pour ceux ou celles qui veulent garder la ligne parce que la cuisine y est franchement succulente. Contrairement au Rwanda où tous les restaurants servent le même buffet toute l’année, ici, il y a une vraie variété. Essayez le fameux « Gbôtemi » une sauce aux épinards très riche et reconnue pour avoir le pouvoir de vous faire oublier votre femme à la maison. D’ailleurs, son nom vous met en garde car il signifie littérairement « écoute ce que moi seule te dis. » Les endroits incontournables à visiter Vous aurez l’embarras du choix dans vos visites culturelles. Le centre artisanal regorge des plus fins artistes. Optez pour une nappe sur mesure tissée devant vous. La visite du port reconnu pour ses ventes de voitures d’occasions est un « must » pour tout visiteur.
ville est variée et est marquée par le retour des esclaves du Brésil après l’abolition de l’esclavage. Séjourner à Cotonou Cotonou est très bien desservie, tant par les compagnies européennes qu’africaines : Air France, SN Bruxels, Royal Air Maroc, Kenya Airways, South Africa Airways, Ethiopian Airlines par Lomé, RwandAir par Lagos (Lomé et Lagos étant tous deux à 2H de route seulement de Cotonou). La ville dispose d’une gamme d’hôtels à des prix variés permettant de se loger selon ses envies et son budget mais bien évidemment, je conseillerai le Novotel ou l’Ibis pour leur rapport qualité-prix et leur service. TSM email@example.com
Ganvié, (15km) surnommée la Venise africaine est le seul et unique village lacustre en Afrique. Visiter le marché et l’école sur pilotis, regarder de très jeunes pêcheurs, sont de vrais dépaysements car le calme de ce village lacustre est un réel enchantement.
Dantokpa, le plus grand Marché de l’Afrique de l’Ouest Cotonou est aussi connue pour son grand marché Dantokpa, le plus grand de toute l’Afrique de L’Ouest avec ses 20 hectares et son milliard de francs CFA d’échanges par jour, soit environ 1,5 million d’euros. Vous ne pouvez pas aller à Cotonou sans monter sur les fameux Zémidjan qui sont dans tous les coins de la ville. Malheureusement, ils ne portent pas tous de casques de sécurité comme les motards au Rwanda et leur conduite est plutôt sportive voire dangereuse. La pollution, due à l’utilisation d’essence frelatée du Nigéria est un vrai casse-tête pour la population.
Ouidah (40km) est la mémoire de l’esclavage et un haut lieu du culte vaudou. C’est une étape incontournable car c’est de là qu’étaient embarqués les esclaves en partance pour les Amériques. Vous visiterez bien évidemment la maison du python, la porte de non retour, etc Porto Novo (30km), la capitale administrative abrite le parlement mais également de nombreux sites historiques dont le musée de Homnè qui est dans l’ancien palais royal. L’architecture coloniale de la
The SERVICEMAG June - August 2012 | 57
58 | The SERVICEMAG June - August 2012
The SERVICEMAG June - August 2012 | 59
PHOTOS: Qatar Airways
Qatar Gala Dinnner ‘Glamour’ is the first word that comes to mind when talking about this highly anticipated event. The gala was attended by the high society of Kigali; where they were treated to a five star dining and entertainment by the Rwandan cultural troupe, Inganzo and the beautiful and soulful Ugandan sensation Julianna. This evening will always be remembered as the night where Rwanda ‘boarded’ Qatar Style.
The red carpet welcome
The CEO Qatar, the Minister of Trade and Industry and the Country Manager, Qatar Rwanda
The Minister of Infrastructure sharing a moment with a guest Some of the invited guests The newly appointed Commercial Director of RwandAir, the Deputy Ugandan Ambassador and the Minister of Trade and Industry
The Country Director of Qatar in Rwanda with some of the hostesses
Ugandan artist, Juliana entertaining guests
The Charge d’Affaires of the South African High Commission together with guests
Faustin Byishimo of BCR, winner of one of the tickets being congratulated by the Country Director of Qatar in Rwanda
60 | The SERVICEMAG June - August 2012
Winners of the raffle draw tickets with the CEO of Qatar, Africa and Middle East
Ujenge et tout devient réalité A Ujenge, tous les rêves peuvent etre réalisés. “Palm Estates” en est la preuve concrète. Lotissement sorti de terre, étendu sur 2 hectares, il accueillera sous peu près de 200 résidents. Karibu!
Intersec s’intensifie “Rapidité et sécurité” sont les deux mots clés qu’il fallait retenir de l’inauguration du nouveau service d’Intersec baptisé “Cash in transit”. Une première au Rwanda qui permettra d’acheminer vos transactions financières en toute tranquilité.
The SERVICEMAG June - August 2012 | 61
AT YOUR SERVICE
Justus KANGWAJYE — the Rulindo District Mayor
62 | The SERVICEMAG June - August 2012
...when it comes to leadership, he believes in teamwork as an agent of quick service delivery.
The young mayor says that he usually starts his day around 6 am in the morning by jogging and this way he can also silently supervise the district activities. After work, he enjoys relaxing and attending to his family. Weekends are usually difficult for him as he has to attend many functions. The mayor strongly believes that administration is all about following -up in an effort to harness the virtues of continuity. Basically delegating has been a lead factor in his techniques, as without that one should expect work overload and mediocrity. The achievements recorded in Rulindo include the construction of roads and a school project of 103 classrooms. The Mayor says that health centers were built in Kisaro, Burega, Murambi and Cyungo making access to health care easy.
PHOTOS: Rwabuhungu Innocent
ulindo district is located in the Northern Province and is inhabited by 271,000 residents. It is found in 17 sectors. Historically this is the place where the Bunyoro Kitara kingdom was defeated. Geographically it is very mountainous and hosts several economic activities. In 2006 Justus Kangwajye was sworn in as the Mayor and was re-elected in 2010. During his first term in office he managed to build an outstanding team along with the district councilors. He began his career as a secondary school teacher and thereafter as a tutorial assistant at UNILAK on research methodology. He also served as a judge in a Military Court before becoming a Provincial Executive Secretary. A humble and very intelligent gentleman when it comes to leadership, he believes in teamwork as an agent of quick service delivery. He says he doesn’t like capitalizing on other people’s mistakes but instead he motivates them positively to get back on track. The Mayor admits that all has not been rosy in the past, because Rulindo faced several challenges namely transportation and service mobility. What Justus finds more fulfilling about his job is the ability of getting results. Unlike other districts, the cost of establishing infrastructural activities in Rulindo is very high. In the past, Rulindo was rated among the poorest districts. But today the district has remarkably joined the 10th wealthiest districts.
When asked about the performance contracts the young Mayor pointed out that in the mid 2011 review, the district had attained 85 percent but today it has registered 92 percent. Rulindo emerged on top after scoring 90 percent on the Imihigo. The district has attracted more investors walk in after the success story of Enterprise URWIBUSTO owned by Sina Gerard and a Canadian company known as STEVIA Rwanda. By early 2010 Rulindo district was awarded a gold trophy by RDB as the best business-friendly district. TSM
Share your story with our readers in ‘At Your Service. Write to us on firstname.lastname@example.org and tell us how you chose your career, developed it and what you enjoy most about it and also the challenges you face at work.
The SERVICEMAG June - August 2012 | 63
64 | The SERVICEMAG June - August 2012