Issue # 2 - March/April 2014
BUSINESS MAGAZINE
ADVANCEMENT AND ALUMNI RELATIONS CENTRE
New
Technologies for the Caribbean Ingrid Jahra Tenacious, Compassionate, Competitive ICT in Public Service
A success story waiting to explode!
Culture
The Caribbean’s Vast, Untapped Entrepreneurial Ecosystem Top
10
Mobile Apps for Busy Professionals
The Caribbean Fashion Industry Determining the Direction Plus Contributions by Kurt M.A. Kisto – Executive Director (Caribbean Constituency), Inter-American Development Bank Edward Kacal – Managing Director, ANSA Coating Limited & Doctoral Candidate (DBA) at Lok Jack GSB Cecil Howell - Head Consultant, Global Talent Management, LLC (Tokyo, Japan/Orange County, USA)
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Message from the Director of HR, Advancement and Alumni Relations I am excited and thrilled at our second edition of the ialum Magazine, and the progress the school has made in the last year. Thank you for your support through your attendance, participation or by sharing the good news of what is happening at Lok Jack GSB. In 2013, we achieved re-accreditation from the Association of MBAs. This is a significant achievement, as the school is recognized internationally for the quality of its programme, and demonstrates the rigour of the programme you attended. Alumni Relations has been busy in 2013, as we launched the Business Showcase, targeted towards those that have businesses or are looking to start a new business. This ground breaking event for the school achieved great support from the Ministry of Trade and Microenterprise Development, and will be back on the event calendar in 2015. A number of other events took place, to feature our esteemed alumni and raise awareness of their success in the business community. We continue these events in 2014 with the CEOs Back to School, Distinguished Alumni Series and Lunch with the Executive Director. A special thank you to everyone that attended the second reunion in December 2013. We look forward to celebrating old friendships and new achievements with another reunion in September 2014. Due to the excellent response from the inaugural Alumni Magazine, we will be having two additional issues in 2014. We already have numerous submissions of articles from our alumni body and faculty, in the themes of Entrepreneurship & Innovation in May and Going Global in August. Make sure to be on our mailing list, so that you receive your copies during the year. Even more exciting to us, is that school celebrates its 25th Anniversary in 2014, and we have planned great celebrations for this year. Finally, I’d like you join me as I welcome the graduates of the Master of Small and Medium Enterprise Management, Master of Port and Maritime Management, MBA in Sustainable Energy Management, and the first EMBA Guyana Cohort. Congratulations on being a part of these inaugural cohorts and welcome to the Alumni Community. I hope that you enjoy our latest ialum Magazine, and I look forward to meeting each of you at our 2014 events. Ms. Fayola Nicholas Director of HR, Advancement and Alumni Relations Arthur Lok Jack Graduate School of Business 2
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INTERVIEW WITH INGRID JAHRA What three words would you say describe you completely? Tenacious, Compassionate, Competitive.
What makes you different / outstanding? I perform well under pressure. Currently I am perfecting a learned trait to keep focused on the prize, the goal; despite challenges encountered along the way. I grasp new ideas quickly.
What is the first thing you do every morning when you wake up? Say a simple prayer asking to be the best CEO, best Mom and best Wife for the day.
What is a typical day like?
Ingrid Jahra
Tenacious, Compassionate,
Competitive
Ingrid Evelyn Jahra is the Chief Executive Officer of Giant Screen Entertainment Limited (GSEL). Headquartered in Trinidad and Tobago, GSEL is a locally incorporated company founded in June 2010 and is the exclusively licensed exhibitor/ owner of the IMAX Digital Theatre System (www.imax.tt). As a founding member of Caribbean Interactive Multimedia Limited, one of the pioneering multimedia regional firms, she was instrumental in the development and promotion of the first websites delivered for many governmental agencies including those in the telecom, tourism and trade sectors. A career highlight was the development of the Caribbean’s first multimedia interactive CD-ROM on Ancient Egyptian civilizations and its implementation and integration into the United States Educational Curriculum. She was also the former secretary of the Association of Independent Internet Service Providers, where she was actively involved in the formulation of ISP policies and recommendations on matters affecting regulatory policy, incumbent relations and public information. More recently she worked on developing and implementing web strategies for a large Caribbean conglomerate, successfully launching the corporate website, developing web policies and re-engineered numerous subsidiary sites. She holds a BSc. degree in Management (with Hons) and is a recent graduate of the Executive MBA (EMBA) Programme with Distinction from the Arthur Lok Jack Graduate School of Business. She is married and is the proud mother of three children. 4
This is a tough question, as there is no typical day! I would say the constants are – managing and inspiring a growing team whist balancing the family commitments. Another constant is managing change. There is rarely a day when I can sit to do what I planned, exactly.
What is a typical weekend like? A typical weekend is spent slowing down the pace of the week and spending time with the family. I usually run housekeeping errands like going to the grocery or dropping the children off to activities. I also catch up on missed TV series like Scandal, The Voice and Dancing with the Stars. Spending time with the family is important.
What is your favourite quote? and Why? “Bite off more than you can chew, then chew it” – Ella Williams. It just summarizes exactly what my life has been since I married Brian Jahra!
Who is your hero/heroine? and Why? I have two heroes in my life: my mother and my husband. My admiration for my mother, Kathleen Boswell Innis – a former Secretary to Cabinet, grows daily as I mature to understand her life choices. Being the first national to hold this position and, at that time in the 70s, one of the first females to hold such a distinguished role in
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the Westminister system of Government in the world, I am in awe of my mother. She is my living example of a lady – a true lady – who worked hard with managing the work life balance. We laugh as I premise many a conversation with “I said I would not become you, but…”. My husband is another of my heroes because he is the one who does not accept “I can’t” from me.
Dishonesty – I prefer the cold hard truth, always.
When you were a child/teenager - how did you imagine spending your life? I did not live so far into the future. In my teenage years, I only knew that I wanted an atypical life and that I loved being an “island girl”. I am fascinated at how society has evolved to where we have to “know” what we want from 13-14 years old. I always kept my options open and tried to experience most opportunities presented to me at least once.
What is/has been your Greatest Work Related Challenge?
What type of movies do you like? and Why? Although I have been “spoilt” since my job and industry expose me to a plethora of movie choices, I generally like documentary-type movies produced using the IMAX technology. For feature length movies, I tend towards those that have great human stories behind fantastic visuals – for example, Superman, Man of Steel, Titanic, Avatar – to name a few recent ones. A very close second would be any movie with strong females from the 40s and 50s like Bette Davis, Barbara Stanwick and Joan Crawford – I loved their strong on screen (and complex off screen) personas, and of course, their glamour.
What is your favourite type of music? and Why? Another tough question as I can appreciate many genres of music. I grew up listening to Jim Reeves, Elton John, Al Green, Styxx, Earth, Wind and Fire and Bob Marley. These artists epitomize the cross section that enriched my wide musical tastes. Again, the common denominator for all those artists is that they are all great story tellers, with distinctive voices and music arrangements. In my later years, I have grown to appreciate that imaginary appeal of smooth jazz artists like Marc Antoine and Basia.
Bringing the IMAX experience to the Caribbean was no easy feat and fraught with several challenges. During the formative stages of the project to raise the capital required to bring a state of the art projection system technology, that was just gaining international momentum, into a small market had its challenges. What helped was having a solid business plan. Notable credit must be given to Kerwyn Valley and his team at AIC capital. This team knew the IMAX brand, understood its equity and differentiation amongst other cinema experience offerings. AIC Capital worked alongside our company to carve out a multi-tiered financing model that got the project financed.
Greatest Personal Challenge & How You Cope / Learn to Improve? I have had many personal challenges, however, I would have to say that believing that I can be a successful visionary and entrepreneur has been the greatest one. Attending the Arthur Lok Jack Graduate School of Business definitely helped with building knowledge in the broad range of disciplines which businesses face. The common shared experiences and real life examples shared by other executives helped me to relate the knowledge to the Caribbean psyche.
What are some of your Recreational Activities / Passions, and Why? I love reading. My father had an eclectic extensive library and I read everything from the Rise of the Third Reich to Human Bondage. I do surf a lot and have some truly excellent Facebook friends who push interesting content to me all of the time.I am currently reading Lean In by Sheryl Sandberg and The Long Tail by Malcolm Gladwell. I love watching movies, and of course, watching movies at the Digicel IMAX. Again, my dad was the influence here as he and I would go to the Globe Cinema after school in the week whilst waiting for mom to come home. A road trip with the family once a year is a must – in 2013, we visited/hiked the Mammoth Mountains in California.
How would you say that you Live the Purpose of the Lok Jack GSB? Each day, as a leader, you realize that you have to inspire others to excellence, to be innovative and creative and I am first to say that I am still on a learning curve on how to achieve that amongst teams. The EMBA course at Lok Jack GSB critically addressed this – working in teams that are challenging, since the performance or grade is dependent on the successful functioning of the team. That lesson is translated into the workspace. The theatre business is not about processes only. It is also about the people behind the execution of the processes so the “functioning team” is important.
If you had to compare your life to a movie, which would it be? and Why? I don’t believe that it has been made yet! But I do know that I would want Oprah to produce it and the lead to be a great character actress like Angela Bassett or Thandie Newton.
What is your pet peeve?
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Managing Technology as a Strategy for Success By Faheem Mohammed Despite the many terms used across literature and practice, for the willing or open-minded, the underlying contribution of Information and Communication Technology (ICT) is simple to understand and increasingly central to all that we do today as professionals in a discipline or as organisations creating value within an ecosystem. Technology today has conveniently converged into a largely integrated form that makes managing it as a resource a bit easier, although with some accompanying risks. For example, the introduction of a resource to an equation. It brings with it its own challenges and demands that we as decision-makers and resource-managers need to reconcile as we strive to succeed in today’s environment. The simple framework of dissecting our technology into its component Hardware, Software, Networks, Data and Risk dimensions allows us to not only consider the specifications across each dimension that would contribute to our operating demand, but also give us the basis to explore and frame developments and emerging trends as it fits to our reality. This framework proves useful when we consider as an example the integration of cameras into internet-enabled phones. This aids in our inventory management even as it reshapes the form and format for news reporting sectors. We recognise that ICT today is the dominant institution in society (courtesy of the Internet) and serves to connect us within our ecosystem or communities through
social media. The dispersion and usage – and the potential that exists – cannot be ignored. That 3 in 10 people globally are online, or that 2 of those 3 are on the popular social media site Facebook, gives us the opportunity to connect with a sizeable community, and highlights the growth potential that accompanies the use of internet-based channels of commerce, marketing and resource-engagement. That more connectivity is via mobile devices also serves to reinforce real-time connectivity with fewer accompanying compromises to performance. How is this reality being incorporated in our planning and projections? It would be useful to consider – on a sector basis – the potential sustaining vs. disruptive technologies that can serve to either support our competitive positioning or alter the way business is done. One only has to look at the impact of Apple’s iTunes on the music distribution sector to understand the probabilities. It must be recognised that other mentionable trends are also being deployed to aid us in achieving or even redefining our standards of productivity and performance. From automation, which marginalises human error on routine tasks to analytics and ‘Big Data’, which give us the ready supply of information that can transform the quality of our roles and decisions, we recognise the potential applications in job functions behind the desk or in the field. In the same way, we can consider Social Media and Mobile Computing penetration, that is not only impacting our engagement of external stakeholders and reshaping organisational forms and structures, but also impacting directly on our ability to innovate our products, service delivery and processes of creating and sustaining value. Overall, the zeal to unleash technology might be tempered by the apprehension onset by the speed of change and the vagaries of technical jargon; as Peter Drucker reminded us, “Today, knowledge… controls access to opportunity and advancement.” Simple frameworks aid us to unleash this resource for our benefit and for those we serve. Faheem Mohammed is the Managing Director of a strategic management consultancy and also lectures technology-related courses at the Arthur Lok Jack Graduate School of Business and the Australian Institute of Business. BUSINESS B BUS USIN IN SS INE SS M MA MAG MAGAZINE AG AGAZ AZI ZIINE Z NE
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Business Intelligence and Decision Making By Derrick Villeneuve
the management can leverage to make
complex work requiring a lot of time and
better and timelier decisions, then a lot
effort such as the creation of a data ware-
of the value of the investment becomes
house to consolidate data from multiple
wasted. What is the point of putting all
systems. The end result is a set of data
of your sales data in a state of the art
that is easily understood and can be ma-
database if you are not analyzing that
nipulated by the end user.
data to see which products, salespeople,
“a Implementing Business Intelligence
geographies, etc. are performing and which ones are not? Implementing a Business Intelligence soMany businesses today are investing significantly in technology to assist them in improving their performance and to become more efficient and outperform the competition. In order to do this, companies will often purchase an enterprise resource planning (ERP) system such as Dynamics GP (Great Plains), Oracle or even Peachtree (for smaller organizations). They implement these systems to improve and enable automated processes, track important financial data and manage operations.
many organizations seem to forget the key management reason for implementing expensive
systems:
Business
Intelligence (BI for short). If the systems in question cannot produce information that 8
areas which I will refer to as the “Data Layer” and the “Presentation Layer”. With respect to the Data Layer, you need to take a look at your data structures and determine if they are in a state for proper reporting. If you are using multiple systems, excel sheets, manual processes then this becomes a challenge to any BI project. Even if you are only using a single database, the table and field structures may be cryptic and not understandable to anyone except specialists of that specific software application.
In the process of all of this, however,
these
lution requires you to look at two specific
This means that some work needs to be
solution requires you to look at two specific areas which I will refer to as the “Data Layer” and the “Presentation
Layer”.
People are motivated and inspired by the leader.
”
done to the Data Layer to clean up, con-
Next we have the Presentation Layer
solidate and make this data presentable
which is represented by reporting tools
to an end user so they can properly work
which you connect to the Data Layer to
with it. This could either be quick and easy
report on and analyze this data. The most
work such as creating some queries, or
common tool for this purpose is Micro-
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soft Excel. You can point Excel to a data
Derrick Villeneuve is a former Microsoft
source or import the data and use features
employee with over 15 years of ERP ex-
such as Pivot Tables and Power Pivot to
perience and has the responsibility for
work to manipulate the data. The biggest
chartering the strategic direction of Davyn.
benefit of using Excel is that for most of us it is free since we likely are already using Microsoft Office for our day to day work. However, much more advanced tools are available. By advanced we mean they are easier to use by everyone in the organization to perform complex manipulations. A market leading BI tool is Tableau, a solution which allows an individual to connect to the data and using drag and drop capabilities interact with it in a very visual way. The folks from Tableau like to call this “Asking questions of your data!” The point here is that if you invested a lot of money and effort in implementing an ERP solution don’t cheap out on implementing the right BI Solution. That would be like buying a Ferrari and putting a lawn mower
“seem... organizations to forget the key management
reason
for implementing these
expensive
systems:
Business Intelligence (BI for short)...
engine in it!
”
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868-674-9788 | info@davyntt.com I www.davyntt.com BUSINESS B BUS USIN IN SS INE SS M MA MAG MAGAZINE AG AGAZ AZI ZIINE Z NE 9 iAlum 2014 Issue2.indd 9
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By Kerry Mc Donald
Top 10
Mobile Apps for Busy Professionals Analysts have projected 4.4 billion mobile apps users by 2017. Amazing! This is approximately half of the world’s population! In this technology-driven world, mobile phones will play an integral role in our personal lives and our businesses. If you are a professional who is always on the go, there are mobile apps which can be used to simplify your everyday process. Check out this top ten list: 1. Evernote - Winner of the best mobile app award by TechCrunch and Mashable, Evernote enables you to capture your ideas and notes on-the-go, documenting them as text, photos or audio recording, web content and auto-synchronizing all content to your devices (desktop computer, phone, iPad). 2. Any.DO - Speak your daily reminders and tasks to this app and it automatically converts them to a to-do-list. Share and sync your list with your team or business partners to make daily workload more efficient and organized. 3. Documents To Go – An app which can view and edit Microsoft Office documents, with a user friendly interface. View, edit and generate MS Word, Excel and PowerPoint file. You can also open PDF files and transfer files via USB from your PC to Android device. 4. Skitch - Is an app that allows you to make annotations, arrows, and sketches on photos. This is great for brainstorming 12
ideas with colleagues or simply getting the point across faster and with fewer words. 5. SignEasy - This convenient and simple app for business professionals lets you sign documents and contracts on the go. Go paperless and forget the hassle of searching for the document, signing it, and scanning it to the correct recipient. 6. PrinterShare Mobile Print - Is a handy app for when you are on the go and need to quickly print a document. You can print your Google Docs, Gmail messages, photos, contacts, meeting agendas, web pages straight from your phone to a nearby printer via Bluetooth or WiFi access. 7. Bump - Is a virtual business card that allows you to swap contact info, calendar, pictures and social media profiles with others, simply by bumping your phone with theirs. The information is transferred wirelessly and automatically added to your contact list.
directly with local cab dispatch systems in more than 4000 North American locations. If you’re visiting a major city for a meeting or event and struggling to get a cab, use this app to book taxis according to your specific location with a few taps. Kerry Mc Donald, Document Management Clerk, has been employed with the Trinidad and Tobago Unit Trust Corporation for the past 11 years. She worked in the Human Resources Department – Training & Development Unit as a Human Resources Clerk, prior to joining the Document Management Unit in 2012.
Sources: www. Lastest crunchs.com http:/blog.regonline.com http: www.pcmag.com http:www.mysalontools.com http://www.business2community.com
8. UberConference - A revolutionary app that aims to make conference calls simple and visual. This app allows you to see each person who is on the call, but you’ll be able to see who is talking with their speaker interface. 9. Trip-it - Use this Webby-award winner app to upload and store all your flight, hotel and rental car information. Tripit will feed you back arrival/departure information, directions and mileage between the airport and each meeting. 10. TaxiMagic - This app connects you
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Strengthening the link between
the Caribbean workforce &
Educational Institutions There is an obvious relationship between job seekers and institutions that could provide them with the necessary skills and qualifications to get their desired job. In an increasingly competitive world, we must focus on how resources allocated to education are being translated into a more capable and efficient workforce. A major challenge that we face as a region is how to convert the theory into reality in a cost effective manner. How can we get jobseekers into their ideal academic or training programs so that their careers can progress while they add value to their companies? How can we help universities to identify persons in the workforce who would genuinely benefit from their programmes? Partnerships between recruitment websites and educational institutions can create a powerful connection between job seekers and universities. Education Platforms on large recruitment sites allow educational institutions to have detailed profiles with their courses, seminars, links to social media, promotional videos and mechanisms for contacting the schools. The largest recruitment site in the Caribbean had over 1 million visitors in 2013. If a university were represented on such a site it would potentially have access to a large numbers of job seekers. These job seekers would be able to assess the qualifications they need for their desired jobs. They could compare the various university programs that would provide them with the necessary skills and qualifications. Companies would be able to identify and compare seminars and workshops that could enhance the abili-
ties of their staff. Universities would find themselves being contacted by well-informed job seekers who they could guide towards useful programs.
benefit by “notWorkers only being actively recruited for jobs but also by being approached to pursue educational opportunities for which they are well suited.
”
The human element would still be important. Knowledgeable staff from the recruitment site could visit the universities to provide students with information about the skills and qualifications that actual companies are actively seeking. Once again there would be improved decision making in terms of the programs that are pursued which would result in workers who are better equipped to meet the challenges of their desired jobs.
By Garth Francis
skills. Universities need to find innovative ways to directly target the region’s “Best and brightest”. The use of detailed data bases from recruitment sites can prove to be very useful. Institutions can identify persons who would be a great fit for their programs. Workers benefit by not only being actively recruited for jobs but also by being approached to pursue educational opportunities for which they are well suited. Internet penetration is steadily rising across the region. CV Databases are being consistently upgraded, making them more user friendly than ever. A leading recruitment site in the region has a database with over 40,000 profiles. The use of technology and strategic partnerships between recruitment sites and universities will thus contribute to a Caribbean workforce that is well informed of its educational/training opportunities. This in turn will promote a more capable and efficient work force. Garth Francis is the Corporate Accounts Manager at Caribbean Jobs; he graduated in 2008 with an International MBA from the Arthur Lok Jack Graduate School of Business.
There is also a definite need in some cases for universities to identify persons within the work force who are ideal candidates for their programmes. Many workers often do not recognise their own potential when it comes to upgrading their BUSINESS B BUS USIN IN SS INE SS M MA MAG MAGAZINE AG AGAZ AZI ZIINE Z NE
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Culture :
By Simeon Sandiford
The Caribbean’s Vast, Untapped Entrepreneurial Ecosystem An ecological system or ecosystem may be conceived as a community of biotic organisms existing in harmony within its physical or abiotic environment. Rivers, forests, waterfalls and swamps are all examples of naturally occurring ecosystems. Ecosystems are generally regenerative and continuously evolve in perpetuity by overcoming ever present natural and man-made challenges. Similarly, an entrepreneurial ecosystem may be envisaged as individuals, organisations or institutions (the biotic stakeholders) trading in real and virtual environments. In order to survive and grow, such a model needs to be nimble, diverging and diversifying to attain economies of scale and competitiveness while creating and dominating niche markets with unique (cultural) products and/or services. With the advent of trade liberalisation, the Caribbean archipelago has found itself in an awkward position with substantially weakened economies and each island having to fend for itself more than ever. The situation has been further exacerbated by the fact that many have no natural resources other than the proverbial sun, sea and sand. But what if Cuba finally re-opens its doors to the world, offering a great deal more than the elements, would the other islands be able to prosper or even survive? In 2003, a business model was proposed entitled One Caribbean Voice (OCV) ™. The essence and vision of this message are captured in the theme song by the same name composed by John Arnold, musical director of the Signal Hill Alumni Choir, Tobago. Graphic artist Kenneth Scott conceptualised and created the trademark imagery for OCV.
tial for foreign exchange earnings. The first artefact to have evolved under the OCV umbrella is Pan in Education (PIE). PIE is a proprietary commercial software suite that incorporates ICT, animation, indigenous rhythms and instruments of Trinidad & Tobago for creating Music Industry Professionals. The curriculum encompasses Music Literacy, Music Production, Technical English, Steelpan Manufacturing and Business modules, appropriately supported by the Social Sciences. The vision is “to improve the quality of life of all stakeholders through education by using indigenous rhythms, musical instruments and software to develop and nurture a sustainable Caribbean Music Industry in blended learning environments”. The mission is “to create globally-competitive Music industry professionals emanating from the classroom in tandem with other sectors of the Caribbean economies”. Apart from Music and Entertainment, many other facets of culture are commercially exploitable under the aegis of OCV. These include Art & Craft, Cuisine, Education, Fashion, Jewellery, Literature, People and Sport & Recreation. With tangible public/private sector support, many opportunities are envisioned for showcasing competitive products and services in the global arena thus ensuring the ‘survivability’ and eventual prosperity of ‘Caribbean-ness’. Simeon Louis Sandiford is a social entrepreneur and Managing Director of Sanch Electronix, Ltd.
The prominent theme articulates Caribbean stability, represents the peoples of the region and evolves from a backdrop of things Caribbean. OCV seeks to preserve the sovereignty of each island through messages and a branded catalogue of sophisticated cultural products & services. These capture the essence of a unified Caribbean, show support for each island, bridge cultural, economic, ethnic, social, political and religious barriers. The portfolio has universal appeal with unlimited poten16
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Caribbean
The as a Player in the Global ICT Industry It was December 1987, I was seven years old at the time, and there was a knock on the door. Three boxes had arrived, the family’s first personal computer. An IBM 5170 Computer with an Intel 80286-6Mhz processor, 20 MB hard drive, 5.25” floppy drive and a black & white monitor. For the next 4 days we battled to fully set it up. It was fascinating. This was my first entry into the computer world and it has been a symbiotic journey ever since.
Over the past few “years, in my travels throughout the region, I have seen some mind-blowing advances in Caribbean software development.
”
products could easily rival products from the so-called “First World”. When I think of the successes in regional software development, I find that the proverbial question “if a tree falls in the forest and no one is there to hear it…?” comes to mind. These talented developers need stronger a platform to encourage and support regional as well as global collaboration. This platform needs to include knowledge sharing regarding how to protect our intellectual property, an area that is often overlooked or trivialized. Securing our intellectual property is a critical factor if the Caribbean region is to be at the forefront of new technology development. I am yet to see advancement in the Caribbean within the areas of hardware or robotics. I do not believe this is an indication of any lack of talent, but moreover, a clouded vision of where we believe our limits lie. We as Caribbean people must not sit on the margin of hardware fabrication. This type of technology can be manufactured and distributed from a base anywhere in the world. Perceived size or lack of resources should no longer hinder our institutions.
By Andrew Jemmott
With a stronger collaborative platform, creative fabricators of technology could utilize regional and global alliances for strategic research and development to find solutions to problems that are uniquely ours. There may also be opportunities to integrate our natural resource advantages into the development of Caribbean technology. Due to our tropical geographical location and some of our island chain lying on geothermal vents and natural gas reserves, this enables us to look into the most effective and efficient ways to harness energy, store it and power our technological advancement. For me, the writing on the SMART Board is very clear. If we can effectively combine the vision, intellectual capital and energy opportunities in the Caribbean region, we will play a major roll in the Global ICT industries. Andrew Jemmott is the Chairman and Managing Director of Icon Studios Inc; Media and Technology Group. He is based in Barbados.
The computer or a variant technology has now encompassed almost every aspect of modern life. From heating food in a microwave, to mobile communication, to the control of petrol in our cars, technology has added to the efficiency and productivity of our lives. That being said, have we as a Caribbean region taken full advantage of the technological industry or are we mere consumers? Over the past few years, in my travels throughout the region, I have seen some mind-blowing advances in Caribbean software development. In my estimation, as the director of Icon Studios Inc, an ICT group based in Barbados, these software BUSINESS B BUS USIN IN SS INE SS M MA MAG MAGAZINE AG AGAZ AZI ZIINE Z NE
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ICT in Public Service A Success Story Waiting to Explode! By Dale Prescott
Modern technology has become a vital part of our everyday lives. From smartphones to tablets, most transactions can be completed at the touch of a button. Understanding this phenomenon, many organisations are using Information and Communication Technologies (ICT) to gain a competitive advantage within their market. Internationally, public agencies use ICT for the delivery of services to citizens. This eliminates the frustration of long lines, which brings much delight to their customers. For instance, it is used to support passport applications, registration of businesses and filing of income tax, to name a few, with the task being completed within minutes or a few days. In Trinidad and Tobago, the trade portal TTBizLink is one of those services which has been relatively successful and has achieved some semblance of completing online business transactions. However, noting that there has been significant expenditure toward ICT, the basic issue of online payment cannot be achieved. Why? Why is there a lack of legal and regulatory frameworks which is hindering the growth of e-commerce among the business communities as well as, ICT ingenuities by the government? Why aren’t there modern programs or systems to replace the public sector’s ancient processes in order to boost productivity, effectiveness and service to the people of this nation? There has been an innumerable amount of funds invested into educating
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the citizens of Trinidad and Tobago. Why are we importing ICT knowledge rather than remunerating local, competent public ICT Officers who can impact, drive and deliver ideas to take ICT to an unconventional level? There are several challenges, numerous opportunities and initiatives that can impact the further success of ICT in this country. For instance, iGovtt secured three scholarships to nationals to receive ICT training in India. The vast of knowledge that would be learned about software development, global technology and advancement, can be infiltrated into the new ICT Plan, which is currently under development. Also, ttconnect launched a toll free hotline which allows the public to access the government’s information and services at all Service Centres nationwide, at no cost. This initiative conveniently provides access to multiple government services through Customer Service Specialists, who are willing to provide assistance to your every need or enquiry.
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There are several challenges, numerous opportunities and initiatives that can impact the further success of ICT in this country.
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With this in mind, it is imperative to obliterate the business processes of the public service and create processes (driven by innovative ICT) which are designed to delight and deliver services to the citizens of this. For us to move forward, our minds must be transformed with inventive thoughts, moving away from the traditional route and forging a path where no one dares to enter. One must effusively commit and invest a lot of time, energy and resources in order to drive that change and move us from 72nd on the World Economic Forum- Global Information Technology Report into the upper 10. We possess that power as a people and as a nation, so let us explode our success story! Dale Prescott has over 12 years’ experience in ICT and E-Business within the public sector and is a part time member of faculty.
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Serving the
Corporate Customer By Kurt M.A. Kisto
Opportunities & Challenges for the Region
In the globalised world, business methods evolve and technology advances, each driving the evolution and change of the other. For the banking and finance industry where data is increasingly being regarded as a valuable asset, information technology is an essential tool that must be oriented to improve corporate and business results, the work force and increase customer and stakeholder expectations. Corporate customers are now demanding more than wire transfers and online banking. Their requirements now include a buffet of services that facilitate cash management, operations and investments. In the financial services industry, demand is growing for more information and analytics to improve portfolio management and risk reduction, among service products that necessitate matching regulatory upgrades. Data cannot be viewed as only passive inventory, but as a dynamic source of information for adding value in business processes. This enables seamless integration of process, management, delivery and data correlation that potentially change the business landscape. The provision of all these services and value creation requires storage capacity, processing speed, transactional capabilities and cost reduction, on a platform that is efficient and secure, in order to raise productivity and competitiveness at the local, regional and international levels. Banking and finance technology can assist corporations to gain greater control over the entire financial supply chain and to transfer a range of back office transactions that are activated by electronic notification from the corporate 20
customer. In the region, the legislative framework and connectivity inefficiencies in most countries do not support these sophisticated electronic transactions. Issues related to connectivity speed and reliability, data privacy, and legal recourse for e-transactions often constrain application of the available technology, particularly for local companies. With the low level of demand that comes from the few international organisations and companies in the region, often the cost for providing such services is too high, which raises the barrier to introducing these services. Furthermore, very few companies and organisations have introduced system application platforms that enable the automation of their business processes, which then pull the supply of sophisticated and integrated services. To the extent that these services are demand driven, we have some way to go with modernising a critical mass of organisations. One possibility is to put transactions for public sector goods and services onto technological platforms to expand demand, hence mitigating the issue of small scale and reducing the cost of integrated electronic transactions.
Corporate cus“tomers are now de-
reliable connectivity and appropriate regulatory systems and laws. More importantly, reliable security systems for companies’ data have to be available. The era of cloud computing and cryptocurrencies is here and the financial services model is evolving. Corporations and governments in the region need to begin to use these services more effectively to enhance their way of doing business, to improve competitiveness, transparency and accountability, and to attract and keep multiple stakeholders. We must use the technological tools available today, to be able to transform future possibilities to implementable solutions. Kurt Kisto currently serves as Executive Director (Caribbean) on the Executive Board of the Inter-American Development Bank (IDB), he also served as the Chairman of the Programming Committee of the Board of Executive Directors of the IDB for the period July 2012-June 2013. Mr. Kisto was appointed by the Directors and endorsed by the Governors of the Bank to Chair a special task force of the Bank (March-June 2013. Mr. Kisto holds a BSc. Business Management, an International Masters of Business Administration and an Advanced Post Graduate Diploma in International Relations from the University of the West Indies.
manding more than wire transfers and online banking.
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Leveraging the benefits of technology requires a facilitating environment –
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Productivity in the
‘Smart’ Era Leveraging technology trends By Lorenzo Hodges Entrepreneurs and business leaders all want to be more productive. Why? Because both personal and corporate productivity is valuable to the bottom line. Optimising your company’s productivity allows you to do more with fewer resources. As technology evolves with sophisticated ‘smart’ devices, tools to make us more efficient are becoming more prevalent. In the midst of the noise of new technology trends, the challenge is to determine what is relevant for you and your enterprise. Here are three main trends that you should not ignore if your pursuit is to attain a higher level of productivity in your organisation.
Make work more ‘Social’ Social Communities power the world. You are probably well acquainted with the use of Twitter, Facebook and other social media, but most people assume that social media is for personal fun or for corporate marketing. However, social networks can be deeply leveraged inside of your organisation as a main way to drive productive conversations. As ideas flow, your innovation pipeline can be kick-started and your internal corporate crowd could become the main problemsolving engine. Use tools like Yammer, a private social network for the enterprise that enables productivity throughout corporate communities.
Leverage Mobility As an entrepreneur or working professional, you probably already own a smartphone (or two). Most likely, you are already receiving work emails and instant messages on the device. But can you really ‘work’ on your phone? To enhance productivity, your company should enable access to corporate systems from mobile devices. Such systems may include your intranet, your CRM, corporate services (e.g. applying for leave, or overtime) and even the ability to approve internal transactions
from wherever you are. This can be done by equipping teams with smartphones and tablets and by providing mobile-compatible interfaces to access enterprise data.
Reach for the ‘Cloud’ “Cloud computing” (or simply “cloud”) is the new sexy way to describe a service that is delivered or accessible online. Every service provider, whether government or private, should be investing time in understanding the relevant possibilities online and providing these services. The benefit of the cloud, like mobile, is that once you have internet access you could work from anywhere, access your files and even collaborate on documents with your work colleagues real-time and simultaneously. If you are still emailing versions of documents back and forth, then you need to start reaching for the cloud. Cloud services provide highly available, secure and frequently backed-up data. Services like SharePoint, Podio, Google Drive, Dropbox and Box, to name a few, can enable your team to perform whenever they want wherever they are. Many organisations favour innovation and the capabilities of these resources in increasing employee and operational efficiency. Social communities, mobile connectivity and cloud computing are three powerful emerging trends that organisational leaders must harness, in order to capture the true productive potential. As more devices get developed, and internet speeds accelerate, the stage is set for your organisation to step boldly into the ‘Smart Era’. Lorenzo Hodges - With over 14 years in the technology industry, Lorenzo Hodges is the Founder and Managing Director of Plain White Table Inc., an innovation strategy and product development company.
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ICT Opportunities in the Maritime Industry: By Troy Persad
Achieving Business, Safety and Environmental Objectives
Today, when someone refers to Information and Communications Technology (ICT), the thought of fast moving consumer goods such as mobile devices, the internet or apps quickly come to mind. Alternatively, one may find it difficult to associate ICT with the “workhorses” of international trade, namely ships and ports. Hard to believe, but the maritime industry, which spans businesses such as shipping, port operation, ship building and repair, ship scrapping, marine pilotage and other critical support activities, has for a long time adopted ICT to improve productivity and customer responsiveness, and ultimately grow shareholder value.
systems include: Vessel Traffic Services (VTS) and Automatic Identification Systems (AIS). VTS has been in existence since the 1950s. It is a marine traffic monitoring system usually established by maritime authorities to keep track of vessel movements and promote navigational safety in a limited geographical area. The system is based on radar, closed circuit television (CCTV), VHF radiography and AIS technologies. The VTS integrates data obtained from these technologies, processes it and disseminates information to users for safe and efficient vessel traffic movement. The AIS is a critical component for the effective usage of VTS. AIS is required to be fitted on all passenger vessels, and cargo vessels over a certain size. It is designed primarily to automatically transmit, receive and display information about a vessel to other vessels and to VTS stations. Information shared include vessel identity, type, position, course, speed, navigational status, voyage and other safety related information.
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identification and monitoring of vessels, provision of navigational information and planning of vessel movements. The initiative recognises the high volume and a wide variety of vessel traffic experienced in our waters e.g. the period January to August 2013 had approximately 9,900 vessel berthing and unberthings, ranging from general cargo, container, tanker, petrochemical, LNG, cruise, bulk carriers and others.
The AIS is a critical “component for the effective usage of VTS. AIS is required to be fitted on all passenger vessels, and cargo vessels over a certain size.
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More importantly, maritime firms also utilise ICT to enhance compliance with international conventions relating to the safety of life at sea, safety and efficiency of navigation and the prevention of pollution.
The importance of the VTS and AIS is evidenced by its inclusion in the International Maritime Organisation’s International Convention for the Safety of Life at Sea (SOLAS). The Convention provides guidelines to governments for the establishment of VTS where necessary. It also established requirements for vessels to carry AIS by July 01, 2008.
This development is certainly welcomed for the expected positive impact on the safety and efficiency of navigation and the prevention of pollution in our waters. More importantly, it is a development which recognises the importance of the local maritime industry and its inextricable link to economic development. Therefore, it is hoped that the relevant government agency establishes the system with dispatch.
Shipping companies and harbour authorities, in particular, have been utilising several information systems to achieve these altruistic goals. Noteworthy
Locally, the Ministry of Transport is in the process of establishing a vessel traffic management system for the waters of Trinidad and Tobago. It will allow for the
Troy Persad is the Project Coordinator for the Trinidad and Tobago Pilots’ Association and has worked in the maritime industry for the past 12 years.
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Getting Onboard, with the future of Road Works
Since 1995, Trinidad and Tobago has imported foreign used vehicles. Chinese and Japanese import prices ranged from just over $20,000 to vehicles approaching an expensive $700,000. Nine years later, the demand increased. Data from The Ministry of Transport, Licensing Division showed from the year 2003 over 500,000 vehicles were on the road (approximately 17,000 of those being private). As a result, 2012 saw an increase of over 700,000 vehicles which in turn caused major highway congestion.
This situation negatively impacts the country’s economic growth. Some examples of where time is money are the workforce. Employees from even the closest travelling distances come up short on their stipulated working hours, when arriving late. For businesses committed to daily deliveries, minutes turn to hours in the pile up when every second matters. For potential investors, high transportation costs due to traffic congestion can mean the difference between future business in our country and future business elsewhere. Ameliorating this problem included widening the Churchill Roosevelt Highway (CRH) and the Uriah Butler Highway (UBH). Accesses carrying vehicles into Eastbound CRH and some of its traffic
lights, were removed and replaced with the January 2011 Aranguez Overpass. This improved the flow of traffic. In addition, vehicles coming from these accesses were re-routed to the Aranguez overpass, by the previously constructed frontage road, at El Socorro in San Juan, parallel to Eastbound CRH. New technologies were used for active traffic management on the highways. The corridor from Ana Street (along Wrightson Road) to the CRH/UBH interchange carry synchronised traffic lights with digital signage (electronic boards). These signs communicated with the driver, providing valuable information like informing the driver of the estimated time to their destination and reminders to buckle up and staying off your cellphone while driving. The synchronised lights provided safer traffic flow for pedestrians. Loops, another implemented device, are cameras with built in counters strategically placed along the highway. They collect data for time, vehicle’s average speed, total volume (total number of vehicles passing a certain point in 15mins) and average hourly volume (number of vehicles passing in an hour). This consistent data collection system informs traffic management personnel of the highway’s capacity for the number of vehicles daily. They also prevent future accidents by notifying authorities after monitoring puddled areas on the road or labelling locations called ‘black spots’ where accidents occur. Puddles place the driver (depending on their speed) in a situation called Hydroplaning (the car riding on water when driving through puddles). Red light detection, using Red Light Enforcement cameras are used in a pilot study in Port-of-Spain to capture
By Layne De Chi drivers (and their license plates) who break red lights. The proposed penalties that follow, are mailing speeding tickets to the driver responsible.
Technologies not in the country, at least not on a wide scale, are: 1. Lidar guns which are used by the police to determine a passing car’s speed. 2. Transportation Modeling Software like Vissim and Synchro take collected traffic data, locate existing problems from the existing road design, then improve on it using the software’s recommendations. 3. Building HOV (High Occupancy Vehicle) lanes with digital signage, accommodate cars with more than one person and ease traffic congestion. These proposed and existing systems mentioned provide a safer, time saving and enjoyable road environment. Layne De Chi is a Senior CAD Technician at the Ministry of Works and Infrastructure. He was the Winner of the Idea to Innovation Competition 2012. BUSINESS B BUS USIN IN SS INE SS M MA MAG MAGAZINE AG AGAZ AZI ZIINE Z NE
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The Caribbean Fashion Industry
Determining the Direction There is an order to the fashion universe set forth by the preverbal fashion gods, and that order can be very hard to change:
fashion industry. So then, the question becomes how can this industry grow; in what direction and are we currently on a path to achieve this growth?
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The Producers - manufacture the finished goods that we all buy
Given these four distinct directions, as individual nations, each island must ask the following:
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The Consumers - net importers of fashion goods and fuel the growth of the global industry
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The Creators - the creative engine and global trend setting nations
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The Suppliers - Closely tied to manufacturing, but distinguished by their development and supplying of the raw materials that feed the industry
Of course, these are not absolute lines and many countries have influence in more than one of these areas. However, the economic, human and political resources of any given nation will necessarily emphasize one of these areas over the other.
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In the context of the global fashion industry, taking into account the country’s resources, where does our competitive advantage lie?
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What is the potential for crosspollination with other sectors within the Country to generate a wealth multiplier effect. For example if the primary industry is hospitality where textile production holds a competitive advantage, will producing textiles complement the hospitality sector relative to the retail industry, where the competitive advantage is less?
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What is the long-term opportunity cost of developing one sector versus another?
Once completed at the country level, this analysis is necessary at the regional level. If we have any hope of wielding significant international influence, in any one of these four areas, we must approach it as region. When this direction has been determined, each nation can collect and direct their human capital and natural resources in concert.
For the purposes of this article, I will assume that bigger is better, and the goal for the Caribbean is to grow the
A 2012 estimate put the total value of the Caribbean fashion industry at roughly $10 billion per year. To put this in perspective, the size of the Japanese (import) fashion market (USD) is 1.6 Trillion (160 times).
By Cecil Howell US - 130 Billion (33 times), UK - 34 Billion (3 times) and Malaysia - $771 million.
Does the Caribbean have the resources, potential or competitive advantage to employ influence as a global consumer of fashion products while simultaneously investing resources to develop and promote talented designers, while other islands focus on production? As a region, what is our focus, our brand with respect to the global fashion industry? To grow the Caribbean fashion industry in any sustainable direction that will have significant long-term economic impact, we must first understand the dynamics how the parts can complement the whole and how the whole can gather all resources to move in one concerted direction. Cecil Howell is a Trinidadian living and working in the global fashion industry for over 10 years. He runs an Asian- based retail fashion market entry and staffing consultancy.
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A hub of
OPPORTUNITY awaits…
INTERNATIONAL BUSINESS STUDY TRIP 2014
PANAMA AUGUST 24 31 2014 th
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This year we’re off to Panama! Go beyond just visiting the Panama Canal. You will interact with outstanding global faculty and CEOs of multinational companies, understand their challenges and strategies from difference perspectives such as finance, marketing, human resources, innovation and logistics. This International Business Study Trip will comprise six (6) days in Panama. During this time, you will attend master workshops at Quality Leadership University focusing on: • Competitiveness of Panama • Panama Economic Opportunities • Panama Business Accelerator • Technology & Innovation in Latin America • Innovation, Growth & Opportunities This global mindset experience will also include practical exposure to the organisational working environment in Panama through visits to multinational companies such as: • 3M • Catepillar • Dell and more! During these visits, you will meet with business leaders in order to have a better understanding of how they deal with the complexities and challenges of international business. In other words, you will gain first hand insight into their strategic chess game! Will there be time for shopping? Definitely YES! You will enjoy shopping at the famous Albrook Mall as well as the Panama Free Zone. You will always be accompanied by an English translator.
Immerse yourself in a whole new way of learning!
GUATEMALA SPANISH IMMERSION This magical location sets the scene for an unforgettable experience for you. One minute you are walking on a cobblestone road and are face to face with architectural moments in time in the town of La Antigua, the next you’re in the built up and modern Guatemala City rivaling any in the Western hemisphere. An intriguing blend of two worlds. This 2-week trip is specially designed for the business-focused who want to strengthen their Spanish skills while having fun in the process.
For more information on how to sign up for any of these exciting trips, Call Candace Chow at 645-4799 ext 357 Or send an email to studytrips@lokjackgsb.edu.tt 26
You will be matched up with a tutor just for you based on your individual learning style and level at Christian Spanish Academy. While you acquire a solid knowledge of the Spanish language attending classes, you will also immerse yourself in the customs and culture of Latin America and the fascinating history
AUGUST 2014
of Guatemala through your host families and tours. You will leave the classroom behind and practice your Spanish in realistic, reallife situations. Talking and interacting with native speakers, you will be able to apply what you’ve learnt in class, which will boost your knowledge of the Spanish language and allow you to progress even more rapidly. Pair this with interactive visits to some diverse and innovative Guatemalan companies. Learn how they do business, handle challenges both at home and abroad and create successful strategies. Prepare to fall in love with Guatemala. Book your seat today.
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Leveraging ICT in Procurement Practices Procurement best practices may significantly improve the effectiveness of procurement decisions. These strategies that may be followed when making company purchasing decisions, and may include establishing a governing supply chain council; properly aligning and staffing the supply chain organisation; building relationships and alliances with key suppliers; engaging in collaborative strategic sourcing; focusing on total cost of ownership (TCO), not just price; establishing contracts under the supply chain function; optimising the company’s inventory; establishing appropriate levels of control; minimising risk, taking ‘green’ initiatives and social responsibility seriously and the proper use of Information and Communications Technology (ICT) or e-procurement.
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E-procurement’s benefits include lower administration costs, inventories and purchasing prices; shorter orderturnover; enhanced cooperation with suppliers, performance and multichain operations, and reporting capabilities.
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Supply chain management (SCM) has exploded as a management’s major concern over the last years, since with the development of new Information & Communications Technologies (ICT) and in particular of the Internet’s potential to transform, streamline and enhance supply chain operations has flourished. Specifically, e-procurement has been
identified as an important element of e-business operational excellence for large firms. E-procurement is defined as any ICT designed to facilitate the acquisition of goods by a commercial or a governmental organization over the Internet. E-procurement ICT include e-procurement software, B2B auctions, B2B market exchanges and purchasing consortia that aim to automate workflows, consolidate and leverage organizational spending power and identify new sourcing opportunities online. Future advances would extend these ICT to create collaborative SCM tools. E-procurement’s benefits include lower administration costs, inventories and purchasing prices; shorter orderturnover; enhanced cooperation with suppliers, performance and multi-chain operations, and reporting capabilities. ICT is an Internet technology solution facilitating corporate buying using the Internet. There are four major e-procurement Internet-based ICT tools. Firstly, it enables employees to purchase goods from approved electronic catalogues in accordance with company buying rules, and captures necessary purchasing data in the process. To achieve that, the software uses protocols to automatically route and move through the necessary approval processes all employees’ purchase selections of a good found on a supplier catalogue. Secondly, there are internet market exchanges that bring multiple buyers and sellers in one central virtual market space and enable them to buy/sell from each other at a dynamic price. Internet B2B auctions are the third type of e-procurement systems referring to events in which multiple buyers place bids to acquire goods/services at an Internet site. Lastly,
By Nassema Ali
Internet purchasing consortia gather the purchasing power of many buyers to negotiate more aggressively discounts. ICT can change the whole procurement process, as it pervades all the major components of the process such as: definition of product design/requirements; order scheduling; suppliers’ search/ selection; negotiation/contracting agreements/transactions; and supplier evaluation. ICT however, is not widely used in the Caribbean region as the costs are variable vs. a onetime fixed cost and the understanding is that larger organisations are more likely to facilitate ICT innovation and adoption due to their financial capacity, infrastructure and organisational power. By analogy, it can be claimed that e-purchasing adoption can be influenced by a large firm size and purchasing workforce. The rationale is that a buying firm with a larger purchasing unit is more likely to adopt e-purchasing, as it has greater information processing capacity, needs and organisational power than smaller firms. Nassema Ali is an aspiring writer and Manager, Purchasing T&T, Barbados and the Eastern Caribbean, RBC Financial (Caribbean) Limited.
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Embracing Technology: By Riyad Khan
What every business should know
As an entrepreneur, SMB or large enterprise, determining technology’s relevance and the value it brings can be tricky. Do we need it? Can it help us? What is the return on investment (ROI)?
Evolving Trends Traditionally, ICT (Information & Communications Technology) was primarily used by large to enterprise level corporations employing specialised staff to manage complex software applications that ran on expensive hardware. Times have changed. With the advancement of broadband & internet speeds, ‘cloud’ computing, outsourcing, mobile technologies, and open source applications, businesses of all sizes are finding it easier and more affordable to get into the technology game. Everyone is online, everyone is mobile. Tablets, smart phones, mobile apps, social media, data plans, WiFi, are all mechanisms that bring us together. Businesses can now expand their global reach by leveraging on this interconnectivity of people and technology at a very low cost.
Mobile applications let people do more - anywhere, anytime. They can receive real-time sales reports, have a conference call while on the road, remotely upload bank deposit data into their accounting software, and the list goes on. A phrase coined by Apple comes to mind; “There’s an App for that.”
Everyone is on“line, everyone is mobile. Tablets, smart phones, mobile apps, social media, data plans, Wi-Fi, are all mechanisms that bring us together.”
However, depending on the nature of your business, without these solid metrics and benchmarks, it is sometimes difficult to gauge the value that technology brings. ROI is not necessarily measured in dollars and cents. For example, implementing a new CRM solution may not directly boost sales, but it may improve customer relations, thus leading to greater customer retention and loyalty. Listening to your customers via surveys and structured feedback is also helpful.
Is IT worth it? Ironically, there is technology to help you determine the ROI of, well…. Technology! In the case of an e-commerce or online based business, analytical and statistical tools measuring sales information, web traffic, demographic data, and customer buying habits can provide hard evidence of ROI. 28
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Fortunately for us in the Caribbean, we can learn from the trends, successes and failures of technologies that have already been tried and tested by more developed societies. Analysing this data can in itself assist in determining ROI.
Develop a technology plan Understanding that ICT can help your business is the first step to developing a technology plan. This plan aims to strategically map how technology supports your business. Here are some key questions to ask before you begin planning: • • • •
What are the current in-efficiencies and shortfalls within my business? What type of technologies would improve these weaknesses? What are the technologies used by my competitors? What are the resources required to implement and manage these
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technologies? What are the capital and operational expenses associated with these technologies?
These days, developing a solid technology plan is the basis for your company’s survival.
So what’s the point? ICT adoption brings enormous benefit to your business. Focus less on managing technology and more on your core competencies by utilizing mobile, cloud based and outsourced IT services. A successful ICT deployment will facilitate business transformation, provide a faster time-to-market, enhance efficiency, and allow for greater access to new markets – making you a true global player. Riyad Khan is the Managing Director of Agility ICT Solutions Limited. He has 15 years of industry experience and globally recognised qualifications in the ICT field.
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Exploring ICT By Colleen Gallazzi
and opportunities for Sustainable Tourism Development in the Caribbean
The concept of Sustainable Tourism Development in destination management can be effective through the application of information and communication technology but must include the participation of relevant stakeholders and political leadership. Information and communication technologies (ICTs), have been utilised by the tourism industry since the 1950s, with the Computer Reservation System (CRS) used by the airlines, and in the 1980s the transformation to Global Distribution Systems (GDSs). This development has led to a new information economy, digital in nature, and has changed the structure of the industry in terms of how we compete. To remain competitive, tourism destinations must move towards a viable and sustainable future.
An International Perspective Through e-participation, stakeholders in the city of Genoa, Italy, can enhance the local heritage by using, interactive maps, virtual tours, and journey planners, to contribute their own story to the cultural memory. Locals, tourist and service providers can actively participate through online focus groups, forums and online letter boxes; promoting the local cultural heritage on one hand and designing the participatory process on the other.
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Outside of promoting local heritage, other destinations are using collaboration and virtual communities of practice to influence their product and service offerings. In Greece, Web 2.0, provides a platform for gathering, sharing and evaluating new ideas. By using social media dialogue, they create user generated content and customers act as a resource for identifying and evaluating opportunities for new ideas. The main challenge is managing the degree of involvement; techniques for collecting and interpreting information and the use and value of the information. Also, in a heavily regulated industry like China, (with legacy policies, and an issue of mutual trust for any online transactions), managed to gradually change their tourism industry with ICT and the internet. They have made significant strides at the destination level with the internet and intranet being extensively employed by the Destination Management Organisations (DMOs).
Lessons for the Caribbean ICT has managed to perpetuate the concept of the borderless society, creating linkages between businesses in different sectors and regions operating within their own cultural paradigms. Developing countries can now market
and distribute their products and services to a ready customer base with greater ease. However, many parts of the world do not have access to these technologies, especially the Least Developed Countries (LCD); often referred to as the Digital Divide. It is, therefore, crucial for Caribbean nations to establish e-tourism strategies, which form part of the broader national ICT policy. The policy makers also have a very important role to play by providing infrastructure and human capacity which promotes the use of ICT. These technologies can play a strategic role in reshaping the value chain and the processes, to give stakeholders a competitive advantage within the international arena. Technology itself cannot bring value to any tourism destination. The principles of managing change effectively must be embraced by all tourism stakeholders to realise sustainable tourism development in a growing ICT economy. Colleen Gallazzi holds a Masters Degree in Business Administration (UK) and is a Certified Trainer in Applied Training and Development (ASQ).
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Bring or Buy Your Own Device (BYOD) A Cloud-Based Application As Cloud Technology continues to become acceptable in business, new and innovative applications are being utilised as legitimate options, to increase efficiencies and reduce operating costs. One such application is the Bring or Buy Your Own Device (BYOD), which, if managed properly, can actualise positive results.
In essence, Bring or Buy Your Own Device (BYOD) programs enable employees to use a device of their preference – such as a laptop, tablet, smart phone, etc. – to access their company’s systems for their individual work. Such programs allow employees to retain preference and maintenance of their hardware and eliminate the need for a company to provide computers and hardware for staff. When considering a BYOD programme, it is critical that the implementation strategy includes a virtual desktop service as well as, another cloud-based application. Several factors should be considered when designing a virtual desktop
platform, all of which reinforce the need for standardisation – the key driver of efficiency: 1. The devices that are being used, so that the service is interface-adaptive 2. Accurate profiles of the users (i.e. exact job requirements), applications and operating systems 3. The inclusion of a device called ‘connection broker’ that guarantees universal access from any device and provides authorization services 4. Endpoint security systems and a perimeter security system that provides the encryption and some authentication services The last point is particularly important, as it reaffirms the necessity of having a controlled security system built into the virtual desktop environment. Many think that BYOD services make their critical information vulnerable; in fact, however, if the correct measures are taken – and companies look to cloud providers with robust infrastructure (i.e. structurally sound, fully-connected data centers, supported by 24/7 availability with strong cyber security) – a BYOD strategy can actually lower a company’s exposure to risk.
By Rhea Yaw Ching jobs better. Another study carried out by Dell which included a survey of some 1500 IT decision makers concluded that more than two-thirds of businesses see boosts in employee productivity and customer response time by letting employees bring their own devices to work, and more than half of companies feel they would be at a competitive disadvantage without BYOD. From most indications, BYOD paired with its virtual desktop is certainly one of the emergent technologies and applications that will continue to make great impact on the efficiency of organisations. Rhea Yaw Ching is the Corporate VP Marketing and Sales at Columbus Communications International.
Although these benefits appear too good to be true, evidence is available to support these claims. A global study completed by Ovum, for example, shows that up to 79% of polled consumers (in high-growth markets) believe that unlimited access and constant connectivity to work applications allow them to perform their BUSINESS B BUS USIN IN SS INE SS M MA MAG MAGAZINE AG AGAZ AZI ZIINE Z NE
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The Evolution of Information By Kevin Spencer
and Communications Technology (ICT) in Retail & Hospitality
In the last 25 to 30 years Retail & Hospitality has evolved into major industries globally. In the Caribbean, Retail and Hospitality Information and Communications Technology (ICT) solutions emerged in several other verticals such as banking, finance, manufacturing, government and education just to name a few. We may argue that Retail & Hospitality is just selling items at a supermarket, specialty retail, convenience stores, restaurants, hotels but ICT solutions have taken a significant role in how these different environments can use business intelligence reporting tools to increase efficiency as well as profitability. The proclivities of Retail & Hospitality have become a very simple science. Practically, if we ask the question of any retailer or hospitality owner of what information do they need to know on a daily basis, they will respond by saying: What were my sales yesterday? What were my hourly sales? How many customers visited my store? Who were my top loyal customers? What is my profitability by customer? How can I increase my sales? With ICT solutions implemented we can get this data and develop a competitive edge. 32
We must take “charge of our data collected and use it to our advantage. For example, checking to see how many days my stock will cover me based on historical sales.
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Where the Caribbean is strong in this regard is that everyday entrepreneurs are recognizing that they need to pay special attention to ICT solutions while establishing their businesses no matter how small they are. They take the time to implement the infrastructure needed to effectively and efficiently run their dayto-day operations and some of them compete with top global organizations.
Where some drop the ball is having a non-existent solution or not maintaining their systems. For example if a Hotel has a property management system which most do, should they not know how many business people and families visit their hotel? Then in some cases they put a person staying in their hotel for business in a room with out a desk. Another example will be in a supermarket or specialty retail is why would they be out of stock of one of their 10 top selling items. Why would they overstock a product that has a poor sales performance that will adversely affect cash flow and the bottom-line eventually? Bridging the gap between these challenges and ICT can take time but it is a step in the right direction. We must take charge of our data collected and use it to our advantage. For example, checking to see how many days my stock will cover me based on historical sales. In Hospitality, how long does it take to cook a meal using a kitchen display system? The future is bright for most entrepreneurs as their employees demonstrate a lot more alacrity than before which improves profitability.
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In an effort not to be contentious here, they must understand the importance of creating both a loyal and contented employee because if you don’t it will also be the detriment of your business. Employees must feel and understand that they are always seeking the directors of an organization’s best interest.
Bridging the gap “between these challenges and ICT can take time but it is a step in the right direction.
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A local supermarket chain has taken the right steps by creating a best practice for others to follow in the region. They have successfully implemented a fully functional Enterprise Retail Management
System. Their RMS manages efficiently and effectively their CRM, Inventory, Sales, Purchase Orders, etc for all their stores. Using Business Intelligence Reporting from a central database continues to enhance this company’s competitive edge. The opportunities created for them include better management of cash flow projections by making the best purchasing decisions based on historical data. They have also mastered how to market specific demographical needs that has made them combine with other group subsidiaries number 1 in the Caribbean.
the region.
Kevin R. Spencer is the Director of Strategic Accounts at Rod Plus Solutions Limited. Kevin has been involved in the industry for over 15 years. He stated off as an IT Analyst at a fast food chain, spent a couple of years at IBM as a Marking Assistant then worked as a Team Leader in one of the largest ICT solutions companies in the Caribbean. He has been involved is several projects over last 12 years in
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REVIVING AGRICULTURE
Replacing traditional farming with innovative organic and certifiable practices The agriculture sector in the Caribbean was once a thriving sector exporting major crops like bananas, sugar cane and cocoa. However, due to trade liberalisation and the elimination of EU preferences, the agriculture sector has been on the decline in many countries. The food import bill for the region is at an all-time high. While some countries like Guyana, Jamaica, Suriname, and Belize have managed to lower their food imports and keep a vibrant agriculture sector. Their success can be primarily linked to a move towards innovative agriculture.
Traditional crops are replaced with crops that have been ignored in the past, while traditional practices are being replaced with organic production and certification. Guyana is producing organically grown and certified ‘hearts of palm’, which have been farmed for over 24 years and was once known as poor people’s food or “swamp cabbage”. Now production has been expanded and it is exported to a European niche market where it is
known as ‘millionaire’s salad’. Countries in the region must look to find crops and technologies that are competitive on a global level. Commodity driven research and the discovery of ‘niche markets should be the key focus. Crops should not only earn foreign exchange and grow the economy, but they should improve food security, reduce import bills (locally and regionally), increase employment, reduce poverty and be environmentally sustainable. The brightest of these innovations are certified organic Aquaculture and Aquaponics. Aquaculture has become extremely profitable due to the stagnation of global fisheries. The Caribbean has many competitive advantages over other countries. We have a tropical climate that allows us to produce fish all year round, a large labour force, and an ideal location for export to nearby markets. Belize has had great success by focusing on the value of certified aquaculture to the sustainability of natural fisheries. Training and information encourage fishermen to make the transition to farm-based fisheries. The industry has grown by 160% now earning over $42 million US dollars per year. Aquaponics combines aquaculture with growing vegetables and is suited to countries with limited land space. The plants are grown in water through a process that does not need soil. This is extremely important for countries that have nutrient poor soils. Barbados and Antigua have had good success with Aquaponics producing vegetables for
By Kristina Adams
the local market.
Countries may be daunted by the high costs of new technologies. However, developing nations worldwide have used various strategies that can be implemented in the Caribbean. Costly measures like organic certification, insurance, and equipment purchasing can be achieved through group applications. Research Centres can be funded regionally, allowing sharing of information and professionals. Small business banks and funding agencies can be adapted to target these agriculture operations. By focusing on innovative crops that are profitable, farmers can present their businesses as economically sound ventures to gain funding and investment. Gone are the days of grants, trade preferences and subsidies. Traditional farming must change and adapt to revive the sector. Kristina Adams is an Aquaculture Consultant and entrepreneur who started her own farm in Barbados which produces Red Tilapia and Red Claw Crayfish. BUSINESS B BUS USIN IN SS INE SS M MA MAG MAGAZINE AG AGAZ AZI ZIINE Z NE
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Health care in the new Millennium Innovate or perish By Dr. Mandreker Bahall Trinidad & Tobago’s billion dollar health system’s ultimate goal is to provide and improve healthcare. This is challenging because of increasing expectations, technological advancements and an already poor health system. Major gaps (medical negligence, lack of universal care, the absence of an explicit basic health care packages and weak public health system) in fulfilling national health goals and complying with international standards e.g. the Institute of Medicine (IOM), World Health Organization (WHO) or National Institute for Health and Clinical Excellence (NICE) were identified in the various commissions of enquiry on health (from the Moyne in 1945 to the Glayds Gaffoor commission in 2007, the courts, the press and the customer complaints departments. Health Reform to improve administrative efficiency took place in the form of the appointment of Hospital Medical Director (HMD), then HMD with a hospital administrator and later the National Hospital Management Company (N.H.M.C). The Cabinet appointed Task Force and most recently (1994) the Regional Health Authorities (R.H.A.). Health Reform in the 90s, as radical as it proposed to be, barely shifted the scale of change. Neonatal Mortality Rate (NMR) worsened from 9 (1990) to 13.4 (2004), Maternal Mortality Rate (MMR) was 54.3 (1990) and decreased marginally to 52.2 (2007) but with large swings, and Perinatal Mortality Rate (PNMR) increased from 20.1 (1990) to 23.2 in 2004-2007. These were findings of patients in first world countries’ health 36
care before the 1960s. Even customer service within this sector was poor. The global customer satisfaction level was 38.4% (inpatients) in 2008 (Bahall, 2010). As such, the health system’s ability to move forward requires clearly defined objectives - good leadership; proper hiring, training and development of competent staff; evidence-based guidelines and practices; continuous quality improvement/ measure, monitor and management systems; positive culture change; explicit prioritisation and quality health care sensitisation for all. Our health system possesses expertise, financial resources and technological capabilities. However, while clinicians use the most modern equipment and technology, there is a major lag by health care managers to use technology, and changing management techniques are largely untapped. Management and medical records software, medical history card, computerised records, health information and communication systems are underutilised or not utilised.
These can improve the efficiency and effectiveness of health care. Yet there is apathy and reluctance to utilise such. The health system therefore needs to innovate and market their products and services to achieve goals and ensure customer satisfaction. While clinical medicine can be driven by the clinician, the health system as a whole needs to be driven by the combined effort of management (clinical and non-clinical) and the customer. In the private sector, innovation and marketing initiatives are being used to a limited degree to achieve the multitude of goals, to improve inputs and throughput. However, there are many challenges in the utilisation of scarce resources, prioritisation, changing to a positive culture, and encouraging measuring and monitoring of health indicators. The health system needs to address the weaknesses frontally to make a difference to health care. These include inappropriate infrastructure and inputs, strong informal network that undermine scientific principles,
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suboptimum production mix, resistance to change and maintain the status quo, and the seeming desire to avoid transparency, and the overdependence on personal choices. The scope for improving health care is vast and far reaching. Opportunities are infinite and ubiquitous. Our human resources at all levels must, therefore, rise to the occasion and constantly strive to innovate and market. Management personnel must, therefore, lead by example and work with all stakeholders including the customers in this regard. Innovation and marketing are a critical business functions for attracting customers. These areas improve efficiency, effectiveness, cost effectiveness, timeliness and customer centeredness. However, this requires good leadership, champions, supporting environment (staff, budget and), organisational culture and reward systems. Marketing encourages health care providers to provide a service which ‘stands out’ and which the
customers are attracted to. Health care professionals (clinical and non-clinical) trained in health care management must, therefore, lead the way, since they may best be able to understand the complex health organisations, while being sensitive to government policy, the customers’ needs, other stakeholder’s vested interest, and at the same time manage the organisation .
that therefore encourages innovation either incrementally or leapfrogging in every sphere can move the system forward in this new millennium. We need to engender a new mind-set and ways of doing things that are innovative and marketable – how we structure and combine inputs and how we improve processes by making use of sound management principles and technology. Being complacent will only add to worsening health care, greater inequity, and sadly, the decline of the quality of life. Dr. Mandreker Bahall, Specialist Medical Officer and Consultant Physician at the San Fernando Hospital. He is also a lecturer at the School of Medicine and at the Arthur Lok Jack Graduate School of Business at the University of the West Indies, Trinidad.
In summary, the incremental changes over the last three decades have made minimal improvement to national health indicators and customer satisfaction levels remain low. An environment
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HR and Technology: Friends or Foes? By Stacy Homer
Do HR practitioners still view technology as disruptive to the way we do business?
It’s no secret that technology is changing the way we live, work and even play. This article will explore HR’s role in embracing technology, namely in recruitment, learning and development, and culture management. Will recruiters still have jobs? A vacancy exists, we advertise the job and wait for applications. Wouldn’t a more nimble HR solution involve headhunting via social media, ourselves? LinkedIn is my ‘people yellow pages.’ This online talent directory enables me to search for specific skills among professionals. With Twitter, too, I follow key resources and networks that give me access to talent that I may potentially recruit. Crowdsourcing- using a crowd of online persons to collaborate – is another free way to promote a vacancy and attain candidate referrals. These simple examples show how existing social media allows me to quickly and proactively find the talent that I need. Impact – reduction in time to fill vacancy and improvement in quality of hire.
have used it, before actually being placed in real life situations. They sit behind a screen (which simulates a combat environment) and use the steering wheel to navigate through skies, ‘while under attack.’ Bankers also use programmes such as “Who Wants to be a Banker?” (similar to the game show, ‘Who Wants to be a Millionaire?’) to train new recruits in Banking acumen, in a fun and innovative way. Recently, I too benefitted from a simulated leadership exercise, where I was one of the characters in game and had to make key business decisions. I was very impressed that the simulated computer game was both highly interactive and closely related to my everyday work scenario. Impact – quicker transfer of learning and employee engagement
With companies like Taco Bell Corp. hiring Social Media Specialists to conduct ‘social recruitment,’ I’m left to ask, “will our traditional recruiters still have jobs?” Or will you encourage them to start greeting employees with a digital handshake and virtual smile? Who said learning is no longer fun? Gamification has transformed traditional training sessions. This method uses simulated exercises and game activities to promote learning and employee engagement. For years, combat pilots 38
The majority of our workforces comprise millennials – a generation that thrives on communication and technology. Not surprisingly, many of them utilize their own smartphones and tablets at work to access social media sites. Typically, we try to stifle this practice and unfortunately, isolate these employees, in the process. Instead, our workplace policies governing technology and social media must evolve to include ‘bring your own technology’ (BYOT). This would allow employees to stay engaged with their tools of connectivity, while still meeting their work demands. Some local companies even give staff access to personal emails and social media sites during lunch hours, as this small initiative lends to the workplace being perceived as less rigid. Others offer staff multiple avenues for online communication – a company page on facebook and Linkedin, internal company chat programmes, wiki boards and intranet. With communication being such a critical factor of engagement, these company-sponsored e-options are sure to add to staff morale. Impact – engagement. Colleagues, I close by reminding you to stay true to our HR role of helping our companies produce better results through both our people and technologies. The examples above are testament to how this can be done.
HR’s role: Creating a culture that is e-enabled
Stacy Homer is a Director of Human Capital at a leading, international retail company. She also lectures at the tertiary level and engages in consultancy.
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Is Trinidad and Tobago experiencing an Internet Shopping revolution? A review of changes in the e-commerce landscape Recently a friend posted on facebook “Note to self. Put down the credit card and step away from the computer.” The response by several facebook friends was “When you figure out how, let me know”. Is Trinidad and Tobago experiencing an internet shopping revolution and why? Mazuree Colin Ali, Chief Executive Officer of TriniTrolley.com agrees. “There has definitely been an internet shopping revolution. When we launched in 2009, there were no ecommerce websites in Trinidad or the Caribbean and less than 5% of the population had sky boxes. Only one local bank offered a third party credit card processor service to businesses, and the fees and restrictions were prohibitive. We were forced to offer a payment on delivery option.” The introduction of PayPal merchant accounts to Trinidad and Tobago made it easier for TriniTrolley. com to grow. Ali also shared that legislation to protect online sellers was needed. The Electronic Transactions Bill has since been passed in April 2011, with sections of the bill proclaimed in early 2012. This made electronic records and online transactions, including payments, legal. TriniTrolley.com is now the largest e-commerce business in the region functioning as a local Amazon.com. Customers can purchase from local and international companies with delivery in 24 to 48 hours worldwide. Customers pay online with their credit card through PayPal. Local customers have the
option to pay upon delivery via Linx or credit card. Jean-Paul Honore, Customer Relations Executive at MyTriniGrocery.com also agrees there is an internet revolution. Their products are offered via website, email, Facebook, Twitter, Amazon and eBay. Shipping is done worldwide using USPS, FedEx or UPS. Payment options include Paypal, Stripe and Google Wallet, with Paypal remaining the number one choice of their customers. In business for two years, MyTriniGrocery.com has seen 35% growth since last year and expects to see continued growth of 20-25% within the next 2-3 years.
Indeed, “shopping
online has changed the way we consume and that is correlated with credit card use.
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Honore notes ”Indeed, online shopping has changed the way we consume and that is correlated with credit card use. If stores are not selling online, they will be left behind.”
By Francisca Jordan
Maria Rivas-McMillan is one of (3) female partners behind the Designer Trunk Show which offers clothing and accessories for women. In business for 1 year, the Designer Trunk Show is modelled on periodic retail sales, supported by online sales on Facebook in between the retail sales events. Payment and pickup of items sold via facebook is coordinated by email and phone. Rivas-McMillan indicated “I do believe online shopping is increasing but I would not call it a revolution. We offered customers the options to pay with credit card and PayPal, as well as delivery service. These were discontinued since we found that Trinidad consumers are still wary of paying online unless purchasing from large retailers such as Amazon, Walmart or Target.” Internet shopping revolution or not, there has definitely been significant growth in online shopping by Trinidadians, driven by an increase in credit card use and the availability of other payment options and delivery service. Just ask my friend. She posted again on facebook “I am amusing myself by buying things on Amazon. This will not end well.”
Francisca Jordan is the Managing Director of an international Public Relations Company which offers consultancy and training solutions. She has over (25) years experience in Public Relations, Crisis Communications, Marketing, Sales and Customer Service.
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By Richard Robertson
Why should businesses take natural hazards seriously?
Despite lessons from significant events such as the 12 January 2010 Haiti earthquake, the ongoing eruption of the Soufrière Hills Volcano in Montserrat and the 2011 Great East Japan Earthquake, the Caribbean is still behind in mitigating the potential impacts of such events. We continue to talk and tinker instead of tackling such issues comprehensively. If you live, work or do business in the Caribbean, it is very likely that you will be affected by natural hazards. It is, therefore, prudent to cater for such possibilities in business plans. What does this mean? How does this translate into action and what, if anything, can you do to ensure sufficient buffer around you and your business’ survival and prosperity? Knowledge is key and an awareness of the natural hazards associated with doing business in the region is as important as being aware of other operational hazards. Most businesses are unaware of the disaster risk implications of what is seen as straightforward business decisions. However, no investment decision is risk neutral and all have consequences. In locating a plant, purchasing, moving minerals and other commodities in bulk, or offering attractive employment locations, risk from natural hazards can be increased or decreased. Sufficient information exists about the frequency and impact of natural hazards to provide businesses with authoritative advice for decisionmaking. Natural hazards are complex environmental systems, which we do not fully understand. Our ability to predict their behaviour is limited and we have become more vulnerable. World Bank assessments since the 1960, indicate that in global GDP, there has been an increase 40
in the absolute losses in approximate proportion to increases. Although the absolute losses from disasters are smaller in developing countries such as ours, the relative effects on GDP and development are much greater. The highest priority in risk management is an investment in cost-effective measures for preventing or mitigating human and economic losses. Disaster risk reduction involves a combination of risk mitigation and financing. Financial mechanisms for managing risks operate at different scales and include informal risk sharing, savings and credit and insurance instruments. In wealthy countries, most disaster victims finance relief and reconstruction from savings, insurance, family support and taxpayer solidarity. In lower-middle income countries lacking adequate insurance and savings and the absence of reliable and solvent governments, there are diverse non-insurance financial coping strategies employed such as remittances, selling and pawning fungible assets, borrowing and international aid.
The real challenge in cities and neighbourhoods facing high levels of risk is to find long-lasting solutions to everyday development challenges that generate local risks. For example, a shift from reducing flood risk using only engineering solutions towards the promotion of community businesses for plastic bottle recycling that provide livelihoods and incentives for environmental management that reduces risk. Disaster occurrence in the Caribbean is as much a result of geographical location and tectonic characteristics as it is a side effect of the pattern of regional development and inadequate policies. Disaster risk reduction cannot be completed in isolation. There are significant overlap and connections amongst environmental management, development, sustainability and disaster risk reduction which must be tackled simultaneously. Efforts at disaster risk reduction must be fully integrated into sustainable development plans. Progress has been disappointingly slow in disaster risk reduction and its mainstreaming into development in the Caribbean. The continued shortage of funding for disaster risk reduction, the ultimate test of government commitment to any concern, indicates that most countries are still a long way from genuine, sustained commitment to the issue. This must change if we are to ensure regional sustainable development. The extent to which businesses can influence this change will go a long way towards determining their long-term survival and legacy. Richard Robertson is a Geologist and Senior Research Fellow at The UWI Seismic Research Centre which specialises in the field of natural hazards.
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By Tyrel Melville
Embracing Facility Management technology will save money for your business – Now!
Do you use Facility Management (FM) in your business? Most likely this is a fulfilling challenge for you! You’ve fostered competitive growth, and your investment adds “prestige” to your workspaces. David Cotts, an FM mastermind, asserted that facility expenses typically account for your business’s second highest expense. That signals strategic FM savings opportunities for your businesses.
So, how do we achieve savings in FM without sacrificing the “prestige” of our facilities? Are you tempted to perform indiscriminate FM cost cutting over a triple by-pass cup of coffee? Don’t’! Create informed savings by applying these database-rich technologies. 1. Procurement Software (PS) reduces Vendor interruptions. From incorrect scopes of work to erroneous part orders, there are numerous symptoms of mismanaged FM supply-chains. The outsourcing trend over the last 10 years, buttresses the improvement needed, according to an IFMA 2008 study. Depletion can be financially stymied by implementing PS. PS must transcend the management of quotes and purchase orders. Recording vendor profiles, manage tendering, predict 42
lead times, analyse proposals, audit transactions and raise spending flags. Review Ariba Inc. (www.ariba.com) A web-hosted industry frontrunner in vendor collaborative procurement used by 80% of the Fortune 500 companies in the US. 2. Control facility costs with Computerised Maintenance Management Systems (CMMS). I’m a devout CMMS user for strategically managing facility operations. The management component of my function is personified by Peter Drucker’s credo, “What gets measured, gets managed.” Good managers benchmark maintenance, regulations, real estate, asset management, projects tasks, expenses and budgets. There is no guesswork due to non-information. A transaction approach to tracking maintenance – planned and unplanned, managing leases, controlling inventory, and managing assets are strong features of a CMMS. Its true benefits lie in analysis capabilities. APPA.org asserts that informed FM decision making can lead to 20-30% reduced maintenance costs, and 2025% increase in technician productivity. Expense variance analysis matched to activities positions CMMS as a strategic tool linking maintenance activities to strategic financial objectives. Experience WebTMA (www.webtma. com). It combines the utility of asset management with the strengths of CMMS to strategically manage FM operations.
to monitor, control and analyse all buildings systems. It identifies areas of concern early, thus reducing high impact correlated with major building disruptions, such as AC shutdowns. Review Honeywell (www. buildingsolutions.honeywell.com), an industry leader in North and Latin America. Are you saving with the strategic implementation of FM technology? An important note is to embrace technology as an enabling tool to your business operation “Many a false step was made by standing still” – Unknown We’ll part with two implementation thoughts. First, there is no substitute for meticulousness when evaluating technologies. Ask well-informed questions and invest in the expertise appraising a timely business decision. Secondly, tools are only as good as their users. In-depth training and continuing education must be budgeted for all users. We can achieve heroic cost savings with correct implementation. Tyrel Melville is a Facility Management Savant, Lecturer, Entrepreneur, and Student of Life.
3. Honourable Mention: Minimise disruptions with Building Management Systems (BMS). Infrastructure intensive, “Smart Building” solutions enable users
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At GHRS we are passionate about ďŹ nding the most relevant and dynamic Human Resources solutions for our clients. With regards to recruitment, we specialise in contract employment for Government Ministries and State Enterprises.
Mission:
Vision:
Our Services:
We facilitate the delivery of world class public services by providing our clients with excellent minds and eective human resource solutions.
We aim to become the premier provider of Human Resource services to Public Sector entities with the Caribbean community by delivering exceptional value to our stakeholders as a matter of course.
Recruitment and Selection
For Candidates:
Easy access to online recruitment and email alerts so you will never miss an opportunity.
Assessment and Development Training Design and Delivery Customised HR Solutions
For Clients:
Information and innovative ways to achieve the full potential of your human resources value chain. Government Human Resource Services Company Limited (GHRS)
16 Mulchan Seuchan Road, Chaguanas, 501316, Trinidad, W.I. PBX: +1 868 672 GHRS (4477) info@ghrs.gov.tt
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By Brendon Brathwaite
5 Free Apps for the Tech Savvy Event Planner
Events in themselves are challenging to plan, but with technological advances, event planning can be vastly enhanced. Mobile technology has greatly changed the way we get things done and in my experience as an event producer, mobile apps have made the planning process smoother. For example, when going to a site visit one had to walk with paper, pen, measuring tape, camera, map to the venue, an experienced team and a torch light. My mobile phone has eliminated the need for all of these once thought of as necessities.
Below I have identified my top five (5) free apps for smartphones and how they are incorporated in “Teching” up my event planning.
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Using apps greatly improves your service, productivity, effectiveness and ability to keep up with the fast pace requirements of the event industry.
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1. Easy Measure : Digital Tool Easy Measure allows you to get an approximate distance between you and an object using your phone camera to measure distances with great precision. This app is perfect for calculating square footage of an event space, estimating distance of outdoor fields and parks and indoor, hard to access spaces. 2. Dropbox: File Storage As the slogan indicates “your stuff anywhere” the dropbox app can become an indispensable asset to an event planner’s business. This app offers space in the cloud to store large files. Benefits include multiple user access and editing, sending large files, transferring videos and uploading event photos without compromising the resolution of images.
According to Jill Morgan (2010) in “How to Start a Home-Based Event Planning Business,” “the simplicity of accessing everything from one’s device, phone calls, appointments, web searches, and applications – even the camera for taking event photos – are all accessible on my [Smartphone].” 44
3. Simple Mind: Event Planning Mind mapping is a useful brainstorming tool that can bridge the gap between the research and event design phases. So “unlock your creativity” and develop your scope of works, create a décor plan and identify all event expenses using this visual aid.
4. Yellar Direct: Phone Directory and Social Hub Event producers are always searching for a contact. Well search no more. This “up to the time” app which was introduced to Trinidad and Tobago in 2012 allows you all the functionality of a digital directory, while being a social hub for events, attractions and even updates on carnival. Download and let it “point you in the right direction.” 5. Amazon App- Event Procurement Mobile online shopping has made event procurement easy. For example, customers can search for items by simply taking a picture of it with their Smartphone camera and get comparable online costs. This thrift shopping practices could save you a lot of money in the long run. Using apps greatly improves your service, productivity, effectiveness and ability to keep up with the fast pace requirements of the event industry. It’s no longer an option to ignore the mobile experience to create engagements. Welcome to the mobile future for planning meeting, conferences and special events. Embrace the technology and make your life easy…. use apps! For a list of more useful apps visit: http:www.appappeal.com/apps/eventplanning Brendon Brathwaite is the co-founder and event producer at BUZZconcepts Limited. References: 1. Jill Morgan. 2010. How to start a home-based event planning business. N.P: Globe Pequot. 2. Buzan, T. (2006). Mind Mapping: Kick-start your creativity and transform your life. Pearson Education.
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Moving
Beyond Landfills A sustainable solution to waste management
By Carlton Thomas Jr. & Rene Marcellin Increasing local consumption as a result of economic development has led to an annual increase in the amount of municipal solid waste (MSW) generated. This has resulted in an unsustainable scenario locally where landfills are beyond or near capacity. Also, the use of landfills is associated with the release of toxins and therefore poses significant health and environmental threats. According to the concept of sustainable waste disposal, a successful treatment of MSW should be safe, effective, and environmentally friendly. Based on innovative strategies to address waste management in many advanced economies, the phrase ‘one man’s waste is another man’s treasure’ can be rewritten to read ‘one man’s waste is another man’s energy’. Converting municipal waste to electricity or synthetic gas is growing rapidly and is one of the areas which recognise the commercial benefits of waste collection, processing and disposal. Some environmentalists have raised issues with waste to energy claiming that the technology actually encourages waste and decreases the need for people to recycle. Others have articulated concerns about the toxins and other greenhouse gases that will be emitted from the burning of various types of municipal waste that contains hazardous components. 46
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Some environmentalists have raised issues with waste to energy claiming that the technology actually encourages waste and decreases the need for people to recycle.
carbon monoxide and hydrogen. These then undergo chemical processes to produce synthesis gas which can be burned to produce electricity or as feedstock for chemicals and fertilizers. This can result in potential savings due to a reduction in the amount of natural gas required for the generation of electricity or as feedstock.
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One waste to energy technology that is increasing in prominence globally in treating MSW – plasma gasification - is a totally closed process and therefore avoids the generation of such byproducts. Plasma gasification is a nonincineration thermal process which converts organic matter into synthetic gas with a residual slag (solid waste which can be used for road paving). The system converts the feed into primarily
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The use of plasma torches is not new. The technology has been in use for over 30 years now; mainly to destroy hazardous waste. In essence, plasma gasification is really a combination of systems to produce a whole new waste management system. Since 2001, Japan has employed the technology as a sustainable solution to treating MSW and producing electricity. According to the Solid Waste Management Company (SWMCOL), Trinidad produces on average 2000 tons of waste daily. This is significantly more than enough to justify the operation of a plasma gasification plant locally and can be operated within the Beetham landfill, which accounts for over 55% of local waste daily. This operation of such
a facility will also provide sustainable jobs to individuals. This method of waste management is in line with attaining the third key directive of the National Solid Waste/Resource Management Policy for Trinidad and Tobago, which, as stated in the policy document, is about “pursuing sustainability—minimising waste and improving the use of waste as a resource to achieve broader environmental, social and economic benefits.” Carlton Thomas and Rene Marcellin are members of the 1st Cohort of the MBA in Sustainable Energy Management. Their backgrounds are Economics and Marketing respectively.
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Are You Tough Enough? By Leah de Souza
Mental Toughness – The Difference between Ability and Success
Every day, whether in my capacity as a trainer, speaker, coach or consultant, I have the opportunity to interact with individual performers throughout CARICOM. One observation that has stood out over the past 10 years is that an individual can be either talented, skilled, experienced, knowledgeable, passionate or possess the resources necessary to complete a goal and yet still not achieve it.
This is not to be mistaken for mental fitness; which has more to do with your cognitive capabilities than your determination to execute. Mental fitness is encouraged through activities such as cognitive games, healthy lifestyle, and doing new things. Basically, the more stimulated the brain, the better it can function. However, a perfectly functioning brain does not equal tasks completed.
Why is that? Is it because they first need to possess all these qualities? Or is it a lack of strategy or time?
Albert Einstein, one of the greatest minds of all times said, “It’s not that I’m so smart, it’s just that I stay with problems longer.” I have always found this quote motivating, because it implies that we can achieve any goal if we are persistently focused on it.
The qualities mentioned are all valuable but goals – especially the big, longterm ones, however most goals remain unfinished largely due to a lack of mental toughness.
Mental toughness is the ability to continually and consistently execute the strategies for the priorities throughout your lifetime. Passion, faith, and motivation can fuel you, but it is the day in, day out, stick-to-it drive to complete goal-related tasks that determines how mentally tough you are. 48
Even better, scientific data supports this. According to Bryan Kolb, Robbin Gibb, and Terry Robinson in their article Brain Plasticity and Behavior, “Although the brain was once seen as a rather static organ...the nervous system can modify its organisation and ultimately its function throughout an individual’s lifetime.” This implies that the brain can unlearn and learn habits throughout a lifetime. This gives the individual control of his/ her actions. What mental toughness requires is constant commitment to make sure that the outcome of every single choice, every single day, brings you one step closer to your goals. Read that again –
it’s easier said, than done.
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It’s not that I’m so smart, it’s just that I stay with problems longer. - Albert Einstein
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Here are some ways to be as mentally tough as possible: • Use of electronic agendas on your smartphone to keep you on track throughout the day • Use of productivity apps such as Unstuck • Being a member of a Mastermind group • Working with a professional coach • Eliminating as many distractions as possible (distractions are anything that do not add value to your goals) When in doubt, think of Dr. Robert Schuller’s words “Tough times never last, but tough people do.”, then go make the right choice to a mentally tougher you. Leah de Souza enjoys working on positive projects as a Training and Development Consultant, a STAR Management System© Trainer & a Certified Mastermind Executive Coach©.
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Launch of the
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By Sachin Ganpat
How User Involvement Can Drive IT Project Success
Many statistics given show the failure rate of large information technology projects at around 30% to 40%. Considering the cost of IT projects, this seems to be a very expensive lesson. Many studies, that look at the reasons why IT projects fail, put lack of user involvement and stakeholder engagement in the top three.
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With a tight economy and a rapidlychanging technology landscape, it makes smart business sense to improve the chances of success of IT projects.
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The miscommunication between the user and the IT department can often be caused by the user’s lack of knowledge as it relates to their needs and the IT department’s obligation to fulfill the user’s requirements. When there is no solution, this adds to the negative view that many users and executives have of IT department, such as they provide little value for money, or that the IT department is made up of self-righteous, technology zealots, with poor people skills. These are usually not true (although the second part sometimes is).
With a tight economy and a rapidlychanging technology landscape, it
makes smart business sense to improve the chances of success of IT projects. While projects can be successful without user involvement (as many an IT person would like to believe), it has a far greater chance of succeeding with it, especially in the Caribbean, which has a strong social culture. As such, as an end-user, you can play a crucial part in the success of IT projects. Here are some ways how: • Seek involvement in large IT projects. Users should not only ask for updates on progress, but rather a voice to contribute. To understand the difficulties and to suggest solutions. • Seek training at an early stage. You do not just get up one morning and decide to run a marathon. Instead you train gradually over a period of weeks, even months, so you can be prepared for the task ahead. So how can you expect to suddenly understand the new IT system when it goes live with little or no training? Ask about receiving training as soon as a minimum.
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Many studies that look at the reasons why IT projects fail, put lack of user involvement and stakeholder engagement in the top three.
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product is available for use. Use the IT projects for your own continuous improvement. Measure your own results to determine how your productivity may have increased or decreased. Users should provide constructive feedback to the IT department so that they may provide fixes. This maintains momentum, and reduces reverting to the old ways. Look at the positive sides of the project. Some human beings are hardwired to avoid risk and will often look at the downsides of any exercise. Instead, try to look at the positive result of the new system. I’m not saying to view the project through rose-coloured lenses, but
to genuinely find the bright spots. A positive mindset can make the difference between constructive feedback and misunderstanding. Sachin Ganpat is the founder of Interxect Services Limited and has been helping Caribbean businesses do more with information technology for over 14 years. Sources: Project Management Solutions Inc. (2011). Strategies for Project Recovery.
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By Ryan Proudfoot
The influence of online collaborative tools
Depending on your definition, the Caribbean is made up of anywhere between fifteen and thirty small territories separated by water and accessible by sea and air. The most common structure of a Caribbean business is a headquarters in one territory and separate subsidiaries in each territory. This structure generally results in duplication of several functions such as accounting, marketing, HR, etc. Promoting collaboration, getting decisions made quickly, consistency of culture, reducing duplication of functions and managing costs are generally difficult given separation and legal considerations. A confluence of trends has opened up huge possibilities for modern Caribbean businesses that use online collaboration tools. •
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Firstly the proliferation of choice among internet service providers offering true high speed downloads at low costs (at least compared to historical costs). This, combined with several new “third place” locations which offer free Wi-Fi opens up a host of possibilities. Secondly, the proliferation of “free; pay to upgrade” products that make sharing data (defined as voice, files, images) easy and virtually without cost. Examples include Dropbox (file sharing), Yousendit (emailing of large file attachments), Skype (video calling), GoToMeeting
(online meetings), BB or whats app (messaging service).
recommendation from the overseas manager or traveling to attend.
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Thirdly, the availability of smart, powerful, personal devices that make accessing these products (apps in the lingo) possible from anywhere.
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Fourthly, the proliferation of products in a corporate environment that make collaboration tools seamless and democratic. The new generation of intelligent ceramic whiteboards, high performance collaboration furniture, smart walls, and webcams for computer screens (especially when mounted on adjustable monitor arms) can fall into this category.
A large bid presentation could be put together with multiple parties spread throughout the Caribbean working on the same PowerPoint file and “meeting” regularly through video calls. In the US, “wormholes” - video calls that are always on - are becoming more common. They are used between remote offices; project teams, people who need to collaborate frequently, managers and their reports, and can be as basic as an old PC with a camera plug in and Skype.
Deployed throughout a Caribbean organization it is not hard to see how productivity can be enhanced. •
A salesperson in one country seeking a quick decision on a discount from his overseas manager could receive a ‘message’ approval almost immediately even if the manager is sitting in a meeting, in a third country.
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A bank official can easily work on a credit application in real time with a person in another country.
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The head of HR could partake in an overseas interview via video call rather than waiting on a written
In conclusion, taken together, online collaborative tools can promote greater collaboration and cohesion between people who are not face to face on a day to day basis and can reduce the frequency (and therefore cost) of travel. The key is to deploy these tools at all levels of the organisation. Ryan Proudfoot is a former banker who is now the principle of a Pan Caribbean commercial office products group headquartered in Trinidad & Tobago. His group uses online collaborative tools extensively.
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ICT Project Management in Manufacturing Companies Installing Manufacturing ERP Systems Project Management has traditionally been associated with engineering and construction projects. Over the last 20 years, ICT professionals have embraced Project Management principles as a core competence in implementing their projects; to the extent that there are now many Project Managers who work exclusively in the arena of ICT project implementation. The level of complexity of ICT systems has increased dramatically; gone are the days where ICT systems were stand-alone programmes focused on individual processes such as production planning software or accounting packages; today the software will be tied to inventory control, purchasing, costing and accounting. There is often a complete reliance on ICT systems; in manufacturing, the ERP or Enterprise Resource Planning system is used to tie all processes together and to allow planning and forecasting to be performed properly.
When installing and implementing these new systems, businesses cannot
simply stop operating the old legacy system, they need to develop the new while operating the old without suffering any downtime during the transition. Even when installing pre-packaged ERP systems, there is a large need for customization of processes to suit the specific company’s manufacturing processes. To increase the chance of project success, the first task will be to build a strong team. Vendor-supplied specialists are common; a dedicated Project Manager is a must along with employees who will learn the system and do the build-out in house, ensuring ownership and development of internal expertise. In turn, the people in each process area who will take ownership for the system. Consider full back-up of super-users so that they can focus on the project while their day-to-day job functions get done. The next step before getting started is
By Edward Kacal assessing the existing processes and performing a ‘needs analysis’. Deciding what parts of the processes to keep and which parts to throw away is difficult. Most people are reluctant to discard processes that do not add value simply because “that’s the way we’ve always done it”. The current system must then be matched to the new system. Since manufacturing processes are very specific to the company or industry, it is often not possible to achieve an exact match to the ERP system and workarounds are sometimes needed. Sign off by all process owners is critical to ensure there are not criticisms of scope failure at the closure. As the company prepares to cutover to the new system it is important to confirm whether there will be a clean cut of the old system or an overlap. Both have their own pros and cons, but with the overlap method, there should be adequately catered manpower needs. At the end of the day, manufacturing and sales must continue un-hindered and the Project Manager’s role is to ensure that production is not affected, that is the true measure of success. In addition to the traditional measures of being “on time, on budget and in scope” Edward Kacal is an Engineer with over 23 years of manufacturing experience and 18 years of experience in Project Management, the majority which is in manufacturing companies. BUSINESS B BUS USIN IN SS INE SS M MA MAG MAGAZINE AG AGAZ AZI ZIINE Z NE
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By Andre Bates
Does your Service Provider need an SLA (Service Level Agreement) Checkup?
A very suspicious note was mysteriously delivered to my office when I asked my corporate technical service provider for an update on an unresolved item. Roughly glued, magazine cut-out strips on a sparse piece of paper; it callously read, “Maybe 5-7 business days… Thanks.” This is simply an over‐exaggerated example of the technical service industry standards without the governance of a Service Level Agreement (SLA). However, is this illustration far from the norm or practice? Do service providers without extra space between the words SLAs hold you to ransom? Given the ever increasing subscription for technical goods and services, often not limited to this country and or region, shouldn’t your company be encouraged to have regular reviews of their SLA? SLAs represent a symbiotic relationship between the consumer and the service provider. Plainly speaking it is the contracted delivery time of service and or performance. SLAs are negotiated between the service provider and the customer and are based on scope or functions, operations, finances, performance as well as implementations. An SLA governs the service psychological contract set between the service providers and its staff. How do we measure if an SLA is effective? SLAs can be quantified and measured via many indicators. One measurable question can inquire 54
how long you can remain without this service without being affected and how much extra you are willing to pay to have it restored immediately/quickly? Without knowing it, you are defining a Key Performance Indicator (KPI). KPIs answer, “How can I measure my success in the activity in which I am engaging?”. SLAs and KPIs work in tandem and corporations use these tools to initially negotiate and then to further renegotiate, depending on performance or lack thereof. I am fortunate to work in an organization that recognizes the importance of SLAs. I can weigh two experiences that have convinced me of the necessity of an SLA. My organization is an international financial institution and our operations and services span globally. We have expansive fiber networks between local branches and a main trunk between Trinidad and Toronto. A Canadian company manages this infrastructure and Caribbean Communications Trinidad Limited (FLOW) is our local arm. We have a very highly structured SLA established between both companies. Should we experience any unannounced downtime, the clock starts ticking to have our service restored. Dependent on the cause of the disruption, the service provider can be sanctioned monetarily. Internally, it represents a highly organized and efficient professional relationship.
we have not established an SLA. They work at their discretion bounded by their self-established response times and often work to our detriment, whereby we cannot coerce a response without looking overly aggressive. Unknown to the telecom service provider, this work ethic has left a less than desirable impression or nonchalance per se in the minds of our employees. Does an SLA guarantee excellent service? Opinions and experiences will weigh in; whatever the result, You Pay For What You Get!
Andre Bates is a young IT professional whose experience has afforded him the ability to touch on all angles of the profession. He hopes to blur the line between IT support and integration during his career. He enjoys challenging new projects, system integration and building vendor relationships and hopes to see the Caribbean develop its technical capacity and infrastructure to complete globally.
On the other hand, our telecommunications is sub-contracted to a local telecom company with whom
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ADVANCEMENT AND ALUMNI RELATIONS CENTRE
The Importance By Ayanna Joseph
of Institutional Advancement
Advancement in its widest sense speaks of development, progress, evolution and growth. In the context of a Business School, Institutional Advancement aims to facilitate the enhancement of the Institution’s capacity to fulfill its mission of education, research and service. This is done through the facilitation and encouragement of financial and other support. Therefore one of the key concerns of Institutional Advancement is the ability to attract and retain sufficient resources to meet the strategic needs of the organisation. With the increased costs associated with providing quality education the ability to attract the necessary resources becomes ever more critical. Institutional Advancement is based on the principle of partnerships between the institution and its stakeholders. Growth, progress and evolution only become possible through the reciprocal relationship that fuels both parties. This principle is integral to The University of the West Indies - Arthur Lok Jack Graduate School of Business (UWIALJGSB). We believe in positively reshaping business through research and education. At our institution, The Advancement and Alumni Relations Centre is responsible for a range of activities that provide the framework for building strong support and lasting relationships with stakeholders of the Business School including alumni, donors, media and well-wishers. To achieve these we have established a
scholarship and alumni fund.
The Scholarship Fund Within the last three (3) years, the UWI-ALJGSB has given over six (6) scholarships to individuals wishing to pursue further education but who, without the financial support, would not have been in a position to do so. To attract and retain a growing body of diverse, qualified, accomplished, and ambitious students, the UWIALJGSB must continue to make quality education financially accessible. Since the admissions process is rigorous and highly selective, students invited to enroll have already demonstrated academic merit. However entry for many academically qualified students is also determined on them being able to afford the cost of tuition. This Scholarship fund has been established to allow students in such situations, to access quality education that can ensure a rewarding future.
The Alumni Fund The Annual Alumni Fund will be used to support every aspect of the school from our quarterly “CEO’s Back to School Series” to the maintenance of the schools building. The primary responsibility of the annual fund of a college or university is to ask graduates of the institution for small gifts that are given yearly. Gifts to the Annual Fund are unrestricted, providing direct and immediate support in the year they are given. Annual gifts can range from two hundred ($200.00 TT) to two thousand ($2000.00 TT) or more. These gifts are
solicited primarily through the mail or by telephone. Without your contributions of time and funds we would not be able to provide the quality educational platforms synonymous with the UWI-ALJGSB. We therefore encourage you to give today. “Never regard study as a duty but as an enviable opportunity to learn to know the liberating influence of beauty in the realm of the spirit for your own personal joy and to the profit of the community to which your later works belong.” ~ Albert Einstein For further details on how you can give please contact: Advancement & Alumni Relations Centre (868) 662-9895 ext. 317 E-mail: alumni@lokjackgsb.edu.tt NORTH CAMPUS P.O. Box 4874 Max Richards Drive, Uriah Butler Highway, North West Mt. Hope Tel: (868) 662-9894-5; Fax (868) 6621411 SOUTH CAMPUS Lot 39 Union Park West, Marabella Tel: (868) 658-7862/7993
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By Lisa Ramjattan
The future of work and business processes
There are six drivers most likely to shape the future workforce: longer life spans; a rise in smart devices and systems; advances in computational systems such as sensors; new multimedia technology; the social media; and a globally connected world. The Information and Communications Technology (ICT) sector has a pivotal role in the future of work and business processes. As a recruiter, it is necessary to ascertain inter alia the level of skill the candidate possesses in terms of computerised equipment. In every sector in the region, the demands are increasing resulting in the continued creation of applications that will better suit the needs of the particular process. These applications range from databases to sophisticated computer programmes. In the Caribbean, there were fundamental changes in the ICT sector within the last few years and the “knowledge economy” is now taking on unseen dimensions where communication technologies have become the force of social change. In the business domain too, ICTs are the leading factor in boosting innovation and creativity across industries and service sectors. It is essential to manage and administer the rise in demand for example, in the areas of health and social care. Additionally, ICT is imperative for people with special needs including the ageing population, and to modernise services in domains of public interest such as education and continual learning, cultural heritage, 56
social inclusion, security, energy, transport and the environment. Even within our own departments, we are constantly seeking other ways to make information more accessible and easier to manipulate so that we can make more informed and educated decisions.
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As ICTs merge with sector-specific technologies across the economy, they produce ‘hybrid jobs’.
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Another potentially new area of professional ICT engagement is the ‘green economy’. For most companies, going green is rapidly becoming an imperative, not an alternative. The low hanging fruits of a green ICT-driven economy include jobs in the R&D
and manufacturing of energy-efficient semiconductors and semiconductors for clean technologies such as photovoltaics and wind power, and in firms providing services for reuse, refurbishment and recycling of old ICT equipment. Skills demand will grow in green ICT services and software development and most organisations will be seeking to deploy green ICTs effectively. This creates opportunities for consulting and service advice, including environmental impact assessments, development and evaluation of green ICT strategies, carbon reporting and offsetting, green procurement, server consolidation and optimisation of data centres. As ICTs merge with sector-specific technologies across the economy, they produce ‘hybrid jobs’. The expectation is that the next generation of ICT professionals will be more interested in opportunities to be creative and make a difference than, for example, in generic ICT engineering. The future, it appears, is in bioengineering, power grid informatics, digital media, and social and mobile apps. In other words, it is in interesting, fun, creative and social mashed-up hybrid jobs that combine ICT with business of every imaginable field. Lisa Ramjattan is an HR professional with both public and private sector experience. She has worked in marketing, distribution, banking and sales sectors.
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Banking and the new Caribbean Consumer Over the years, the Caribbean banking environment has remained relatively stable and consumers have conveyed a high degree of trust onto their bankers. However events such as the 2009 global financial crisis, the Sir Allen Stanford debacle and the collapse of CL Financial have negatively impacted the image of financial institutions, resulting in Caribbean consumers taking a closer look at their banking relationships and demanding more than in previous years. Admittedly, the free flow of information through education, travel, media and the Internet also contributed to increased awareness by consumers of their rights and therefore, they need to feel empowered to act accordingly. More and more, Caribbean consumers are accessing services from multiple banks and deviating from the notion of being loyal to a single bank. This is in keeping with the results of the Global Consumer Banking Survey 2012 (Ernst &Young) which noted the need for greater control of the banking relationship. Regionally, customers now have global expectations and are becoming increasingly confident. This is especially true of young professionals who are informed, techno-savvy, and are willing to challenge the status quo. Commercial banks are finding it increasingly difficult to gain customer loyalty that was so easily won with warm friendly service in the past. The growing adoption of electronic banking in the Caribbean explains the high value that our consumers
By Karen Mc Sween
place on time. The teller line is now being avoided in preference to online banking. Unfortunately, most local commercial banks have not introduced the range and diversity of services that would delight the modern consumer. Awareness of innovations in banking technology such as online Inter-bank transfers, one touch bill payment on mobile devices, remote cheque deposit and online web chats is increasing rapidly. Caribbean consumers are looking forward to and expecting that our regional banks will soon be able to offer comparable services in the near future.
profitability and the increasingly competitive environment is the dilemma for regional banks. However, while attrition and diminishing customer loyalty are real threats, banks are aware that the perception of value is based on the willingness of an organization to deliver on the issues that are most important to consumers and are working assiduously toward this end. Internationally, innovation is changing the way banks do business, and infusing the right combination of technology and innovation is the best opportunity that banks have to reconnect with the changing Caribbean consumer.
Globally, bank fees tend to be a sore point with consumers. However while local consumers were not typically price sensitive, within recent times they have become more proactive and are aggressively comparing offers between banks. Nowadays it is not uncommon for customers to demand specific interest rates and reduced fees, as more of them are using this as the deciding factor. Accessibility to credit in our conservative banking system also concerns the Caribbean consumer as bank risk policies are largely based on the principles of income stability and collateral. However in the current employment and business environment, many are finding it difficult to qualify and want banks to consider that many employers (including the public sector) are moving away from permanent employment.
Karen Mc Sween is a Banking Professional with 22 years’ experience in commercial and retail banking at Republic Bank Limited. Holder of a Bachelor of Science degree in Banking & Finance (UWI) with First Class Honors as well as ACCA Diploma in Financial Management. She also holds the Certificate for Financial Advisors from The Institute of Banking of Trinidad & Tobago and received the 2012 top student award - Mutual Funds Specialization. She is currently a student at Arthur Lok Jack Graduate school of Business pursuing an International Masters in Business Development and Innovation.
Managing
customer
expectations, BUSINESS B BUS USIN IN SS INE SS M MA MAG MAGAZINE AG AGAZ AZI ZIINE Z NE
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School Events and Achievements:
Celebrating 25 years of Excellence This year the Lok Jack GSB celebrates its 25th year of excellence in tertiary education and training, and what a journey it has been! From the Institute of Business to the Arthur Lok Jack Graduate School of Business, the expansion and growth of the institution has been phenomenal and inspiring. The school will be hosting a series of events to celebrate the achievement throughout the year, so we hope you tune in and reminisce with us! Year in review: 2013 Over the past few months the Lok Jack GSB has been nothing short of busy: hosting public seminars and conferences, launching new programmes, embarking on study trips and starting new intakes. A major achievement for the Lok Jack GSB was the re-accreditation of the Business School by the Association of MBA’s in the UK. Andrew Main Wilson, AMBA’s Chief Executive, delivered his congratulations to the business school stating, “We are delighted to confirm the successful re-accreditation of Arthur Lok Jack Graduate School of Business. AMBA accredits just 1% of the world’s MBA business schools and we are proud to accredit MBA programmes in over 70 countries worldwide. The quality of Arthur Lok Jack Graduate School of Business is reflected in the fact that it is one of the only two AMBA-accredited schools in the Caribbean region,” stated AMBA is one of the top three accreditation bodies in the world and is based in the UK. The School has been accredited by AMBA twice since 2003 and now has four MBA programmes with this accreditation – the International MBA, 58
Executive MBA, MBA in Sustainable Energy Management and the MBA in International Trade, Logistics and Procurement. In November 2013, the re-accreditation process included visits from the AMBA Evaluation Panel to examine all systems and procedures in relation to its global standards. Accreditation represents the highest standard of achievement in postgraduate business education and is earned only by the best programmes in the world. The AMBA accreditation is an assurance that the UWI-ALJGSB develops and implements programmes of the highest quality and we are therefore amongst a small percentage of schools whose programme quality and credibility is endorsed by one of the best programme accreditation agencies in the world.
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The quality of Arthur Lok Jack Graduate School of Business is reflected in the fact that it is one of the only two AMBAaccredited schools in the Caribbean.
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In March 2013, we had the pleasure of welcoming Marcus Buckingham as the DLIC feature speaker –and what an inspiration he was! This is our 12th year hosting DLIC and we persist on the path of presenting leading business minds by bringing yet another dynamic speaker for 2014-Daniel Pink on April 10th. Our second conference for the year
in July 2013 was our biennial Women in Leadership Conference, where we presented Libby Gill as the feature speaker. Later on in November we also had the unique and exciting opportunity to present the Disney Institute for an intimate conference on Quality Service, and due to high this will be hosted once again in June 2014. We were also proud to launch 2 brand new programmes: the Executive Master of Strategic HRM and the MBA in International Trade, Logistics and Procurement. We also revamped the Master of Marketing, responding to global changes and needs, and this is now called the International Master of Strategic Marketing. The year was one of great accomplishment when we copped First Place for Excellence for an Established Quality Management System and Second Place for Excellence in Student Support Service at the annual ACTT (Accreditation Council of Trinidad and Tobago) Quality in Tertiary Education (QuiTE) Awards. The school also collected a third award for Excellence in Higher Education Academic and Applied Research and Award received by Dr. Henry Bailey, member of Faculty. We continue to be committed to ensuring quality education and training and will continue to pursue opportunities to give the region the capacity to have knowledge and experience that is on par with international standards. Keep looking out for our public seminars, conferences and Study Trips and feel free to contact us with any questions, concerns or ideas at www.lokjackgsb. edu.tt.
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Following a conference on Quality Service with Disney Institute in November 2013, we gave the balloons to charity.
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Women and ICTs:
By Kellee Ann Richards
A Dynamic Duo for Sustainable Development?
Economic development is often described as a critical goal for emerging societies. Advanced societies are often those who have been able to leverage their natural resources and human capital in a way that creates wealth and stability. There is however, more to human development than the pursuit of economic resources. Sustainable Development (SD) balances human, economical and environmental capital in a way that offers a holistic approach to human development and prosperity. Since time immemorial, women have had an integral role to play in human development. They are typically the primary caregivers who are often responsible for household management. Even in advanced economies, women still play this role, even though it may be manifested differently. The attributes of this role are not fully optimised as women’s functions are still underutilised in an environment where they constitute half of the world’s human capital. At the Earth Summit 1992, women were identified as having a critical role in achieving SD. Gender equality and women’s empowerment were identified as goals in the Millennium Declaration as it is deemed an effective mechanism to combat poverty, hunger and disease. At the Rio 2012 Summit themed “The Future We Want”, Information and Communication Technologies (ICTs) were also recognised as the driving force for implementing SD commitments. ICTs were highlighted because of its ability to promote knowledge and foster innovative solutions to combat societal ills. It is thought that ICTs can be the conduit that allows for efficient transmission of information between 60
public authorities and society. It also opens the doorway for technical partnership and ideas exchange for the promotion of a balance between social, economic and environmental agendas whilst allowing societies to be more integrated. The role of women and ICTs is closely intertwined. These technologies play are key in narrowing the perceived or actual gender divide by spurring innovation and advancement. ICT infrastructure creates an even playing field whereby women get to pursue their educational and professional goals without sacrificing their household responsibilities. Opportunities abound through distance learning, virtual workspaces and e-health facilities. Female workers with a science and technology educational background are a key resource in today’s knowledge focussed society. There is a rising demand for these types of workers globally but women are in the minority at the educational levels and in the technical work force. Although women receive more than half of university degrees in the OECD region, women account for only 30 % of science and technology degrees. Similarly, less than 35 % women conduct ICT-related research. In 2003, the secretary-general of the United Nations reaffirmed what studies have indicated; there can be no effective development strategy in which women do not play a central role. Women development leads to family development, which translates into societal development. ICTs provides a catalyst for that development hence the
reason women and ICT’s are a powerful match in the drive towards SD. However women’s involvement in SD continues to be a missed opportunity and policies should be feverishly crafted to promote and motivate greater participation. Sources 1.
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A Study on Role of the role of ICT in Improving of Sustainable Development in Iran, Farhad Lashgarara and Nayyereh Karkeh Abadi, 2011 The 2012 United Nations Conference on Sustainable Development, http:// www.uncsd2012.org Gender and Sustainable Development, maximizing the economic, social and environmental role of women, Organization of Economic Cooperation and Development, 2008 The Role of ICT for Sustainable Socio Economic Development and in achieving the Millennium Development Goals, 2007 What is the Role of ICT in sustainable Development, www.treehugger.com, accessed 17.9.2013. The Millennium Development Goals: A Latin American and Caribbean Perspective. Gender Equality and Women’s Empowerment.
Kellee Ann Richards is an energy professional with eight years of commercial and marketing experience in the energy industry. She is currently the holder of a BSc. Chemistry with Management, MSC Project Management (with distinctions) with the University of the West Indies. She is also currently pursuing her MBA in Sustainable Energy Management at the Arthur Lok Jack Graduate School of Business.
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The Teamwork Myth “Alone we can do so little; together we can do so much”. These famous words from American author Helen Keller, make the concept of teamwork sound so ideal, simplistic and easy to achieve. The harsh reality is that in many organisations, effective and efficient teamwork continues to be an elusive goal, despite its proven potential and benefits. It’s the reason why so many companies hire consultants at exorbitant costs to do “feel good” team building exercises which often bear little or no fruit. It begs the question then, “Is teamwork just a textbook notion? An unachievable myth?” The term “teamwork” is used very loosely about the work place and became a business buzzword in the late 1980s. Business leaders encouraged this new attitude and tried to make it part of their corporate culture. Unfortunately, it is hard to change an adult culture. Teamwork is not something that can be taught without some complexity. We would like to think that we are all team players, however the sad truth is that when things become challenging, then it’s every man for himself. It’s human nature. It’s great to be part of a team when things are easy but when there is difficulty, few people want to buckle down and work towards a solution. My personal observation, and forgive me for sounding sceptical, has been that for all the hype about teamwork, there is not much evidence to show that teams have made a serious impact on
By Jhoewuel Kangalee
an organisation; solving problems and changing the organisational landscape.
a common objective.
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Managers would do well to follow the advice of Tom Searcy, in his article “High Performance: Leverage your Team’s Skills”. He suggested that in order to get the best out of teams and maximise output, leaders should help individual members to develop their unique strengths rather than trying to improve the weaknesses of the whole team. It is only then that the functioning of the team will be efficient, the lines of communication will remain open, and synergies between and among members will emerge.
The term “teamwork” is used very loosely about the work place and became a business buzzword in the late 1980s.
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The reality is that people are selfserving. There actually is an “I” in team since most people, if they are honest with themselves, will admit that they do not necessarily join teams to find a solution to an organizational dilemma, or to put their talents and expertise to use for the good of the company. They join teams primarily to exploit the benefits that they can get for themselves and to find opportunities to climb the corporate ladder. If this is the way that people are programmed to think and how they are motivated to perform, then managers need to capitalise on this and leverage on the skills of each member of the team. The team must be seen as a group of individuals, not necessarily as a single unit. Leaders must hold individual team members to a high standard and encourage them to see the specific value that they each bring to the team as they work towards
Jhoewuel C.S. Kangalee holds a Master’s Degree in International Marketing and has been an employee of Petrotrin for the last sixteen years.
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How Information Communications Technology influences Foreign Direct Investment By Ibrahim Abdool Information Communications Technology (ICT) has proven to be an undisputed enabler of economic development and a key instrument in achieving higher levels of efficiency and productivity. On the other hand, there continues to be a debate on whether or not Foreign Direct Investment (FDI) positively impacts on real growth. Nonetheless, Caribbean proponents justifiably promote economic policy to capture foreign currency, along with technology applications to promote human capital development and domestic economic development.
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A sound ICT infrastructure enhances the attractiveness of countries involved in export-oriented growth as it provides the logistical support to facilitate exports.
A sound ICT infrastructure enhances the attractiveness of countries involved in export-oriented growth as it provides the logistical support to facilitate exports. The Caribbean region, is a crucial magnet for FDI, as the archipelago’s location on the periphery of the Americas has served as a strategic access point since the Columbus era of Discovery. Foreign investors as well as Multinational corporations looking to serve regional and global markets will take into consideration the sophistication of available ICT systems in facilitating exports to determine the feasibility of establishing operations. Key assets such as the ports, licensing authorities and regulatory agencies should not hesitate to adopt ICT solutions to expedite processes.
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The region undoubtedly owes much of its success in the key industries including Tourism, Minerals and Energy to FDI. Thus, it is expected that with new technologies and systems in the developed and developing economies, Caribbean nations will continue to position themselves to be net receivers of FDI. In this article, we will examine briefly two ways in which ICT can promote the attractiveness of the region to encourage FDI.
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Development in ICT can also assist in bridging time and distance, supporting new organisational forms in internal production. Due to the emergence of new sources of economic power including the (BRICS – Brazil, Russia, India, China, South Africa) and (ASEAN – Association of Southeast
Asian Nations), no longer are FDI flows originating solely from North America and the European Union. The challenge for the Caribbean remains accessibility. Since there are no direct flights to transport passengers from these emerging economies, accessibility and distance stymie investment. Again, an elaborate ICT structure can essentially fill this gap by connecting through workflow systems, groupware systems, email and data transferring tools.
As the market for FDI heats up in every part of the globe, the Caribbean has to embrace the possibilities of ICT, in engaging meaningful FDI strategies. A long term ICT plan across Caribbean countries can improve visibility and generate increased flows of Foreign Direct Investment.
Ibrahim Abdool is a Research Officer in the Trade and Business Development Unit of the Trinidad & Tobago Chamber of Industry and Commerce.
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The Role of Information and
Communications Technology (ICT) in the Development of Guyana From a stand-alone computer and filing system, ICT now compasses computer hardware, software and telecommunication devices to store, manipulate, convert, protect, send and receive data. Global Costs and Capacity of ICT Costs have escalated at 50% since 2002, putting a strain on corporate budgets. Correspondingly, the capacity to store, receive, exchange and humanly guide general-purpose computers have all rapidly increased. The Role of ICT in Guyana’s Development The International Telecommunication Union’s ICT Development Index, in 2012, rated Guyana 23/27 regionally and 99/113 globally. This situation will be reversed as Guyana pursues its One-Laptop-Per-Family Project. Challenges are the timely installation of the fibre-optic cable and eliminating restrictions imposed on ICT’s use in some communities. Emerging Global ICT Technologies These are: Maturation of MemoryStacking Technology through 3D IC Mobile Applications, Ultra-High Definition Technology, Large Scale Data Centres for Cloud Computing Applications, Enterprise and Service-Oriented Applications, Commercialization of TDLTE, High speed I/O Interfaces, Wireless Charging Technology, Active-MatrixOrganic Light-Emitting Diode (AMOLED) Applications and Wider Adoption in Embedded Touchscreen Technology. ICT’s Role in Guyana’s Development 3D IC Mobile Applications - Better management of inventory will lead
By Jessie Thom
to long-term strategic advantage. Effectively collaborating design, integration, interconnect or infrastructure for mass production will be a business and logistic challenge.
open new rounds of changes in monitor design. The initial challenge will be costly, however, as economy of scale is realized, the system will become more affordable.
Cloud Computing - As large corporations continue to collect and maintain “Big Data”, data management will become harder, posing a challenge, but also an opportunity. Over the next 10 years, intelligent systems frameworks will extend to manufacturing, health care, telecommunications, retail, energy, transportation, automotive, security and other industries, creating considerable opportunities. Challenges will be meeting the costs of these systems, and ensuring that knowledge and skills of specialized staff remain current.
Economic Development ICT enhances human capabilities and knowledge creativity, enables developmental efforts which impacts on economic growth as a result of a situational and context-specific process that involves indigenous politics and historically-formed institutions and social structures. The market, on the other hand, is the mechanism through which information is provided to producers and consumers in order to help them make well-informed decisions. Efficient network access and reliable infrastructures encourage sufficient competition, particularly in the telecommunication and ICT sectors and is facilitated through education in business and government activities. During the last two decades the face of global telecommunication has changed and the number of service providers has grown significantly. This growth was driven by various factors such as new trends, favourable economic development, rising disposable incomes, and a general global cultural transformation to embrace hightech lifestyles. Businesses’ survival now depends on investing in new technologies in order to remain competitive.
Wireless Charging Technology - The global mobile infrastructure market which was $58 billion in 2012 is anticipated to reach $63 billion by 2019. This solution will help in sharing of ideas and knowledge, coordinating tasks and projects, communicating and having conversations within and across multiple cross-border teams. A challenge will be bridging the cultural divide. Mobile Healthcare - Global Health market will account for nearly $9 billion in 2014 as health care providers seek to maximize their patient outreach while minimizing costs. Challenges will include upgrading knowledge and skills of health practitioners and timely access to public health information. Active-Matrix-Organic Light-Emitting Diode (AMOLED) - This system is increasingly becoming popular and will
Jessie Thom, Guyanese by birth, is a former public and private sector employee who strives to transform her community through developmental programmes and projects.
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• Post-Master in Human Resource Management • Post-Master in Marketing • Post-MBA Contact us at:
The Advancement and Alumni Relations Centre: Telephone: 662-9895 ext 116; 317 E-mail: alumni@lokjackgsb.edu.tt