www.theservicemag.com
A I D E M KIT
“The main hope of a nation lies in the proper education of its youth�. Erasmus
ABOUT T H E
S E R V I C E M A G
The ServiceMag is a Business magazine with a specific focus on Customer Service published in Rwanda for the last four years. Today, it has grown beyond its first mandate of educating and sensitizing service people and has become the most sought-after magazine both in public and private organizations. Thanks to its quality of print, content and design, it has attracted a great readership from all across the EAC region. It is for this reason, that starting 2014; we will enter the Burundian market with the same target of educating in all issues related to Customer Service. Issue 3: Sept-Nov 2010
Launch Edition March - May 2010
SERVICEMAG
Issue 4: Dec 2010-Feb 2011
T HE
THE
S E R VI CE MAG
ALL YOU NEED TO KNOW TO IMPROVE YOUR SERVICES
En avant pour nos droits de consommateurs
YOUR
Uburyo 7 bwo Guteza Imbere Ubucuruzi Bwawe
Motivate Your Team
SE R VICE S
Travail et bonheur, les bons conseils!
MY EXPERIENCE AT THE CROIX DU SUD HOSPITAL
Competition and Consumer Protection in Rwanda
GOOD CUSTOMER CARE
MALAYSIAN EXPERIENCE OF EXCELLENT CUSTOMER SERVICE
PICTORIAL
WAITER’S RACE 2010: QUAND LA QUALITÉ RIME AVEC RAPIDITÉ
EW
!
An sk sw O er u s r to L le a ga w l is y su er es
“Customer care is about efficieny
Issue 5: Mar — May 2011
www.theservicemag.com
Issue 6: July — September 2011
www.theservicemag.com
The Future of TV in Rwanda L’enquête de Satisfaction, un Mal NÊcessaire
Hindura Imyumuvire n’imyi fatire byawe uyu munsi Investissez dans le Branding Incentives for the Workforce NEW! Your wellbeing matters
Dan Sackey Ecobank investing in technology for growth and improved service delivery
FOCUS: UN RWANDA - DELIVERING AS ONE
Akamaro k’itangabutumwa ridakoresha amagambo
Akaliza & Gloria
NOUVEAU Carnet de Voya ge A la dĂŠcouverte
Young Women Entrepreneurs
de Libreville
2 "&+, ") & ."0 % 1 %")"%' #') 1
Bernice Kimacia
Country Senior Partner, PwC Rwanda
Rwanda’s CEOs are more confident than others in other African markets
FOCUS: CONSERVATION IN BOOSTING RWANDA’S TOURISM
Baza ategeko, Umunyam s, Et Ailleur vice, At Your Ser Where We n, e Hav Bee iew Travel Rev
2 * 4 "* , ),+ % &+ , . & 2 ) +"& '& , "- ')#"& &-")'&% &+ 2 ,)- 0 ,*+'% )* /( )" & * ."+! &#* "& . &
tigo:
Giving You the Best Service
N
CEO, Banque Populaire du Rwanda
A
OUTSTANDING CUSTOMER SERVICE
BEN KALKMAN
: IP ION RSH CT NEU SE RE W REP NEN ENT E
M WO
FOCUS: 66.43% Customer Satisfaction as EWSA improves Service Delivery
SPECIAL ISSUE TO APPRECIATE EMPLOYEES WHO WORK BEHIND THE SCENES
NE W M !A ee t t C Yo he ur f D Se eb rv by ice
WHAT I’M LOOKING FOR IN A RESTAURANT
IMPR OVE
HAVE YOUR SAY
Impamvu Zitera Kwakira Nabi Abakiriya
TO
GOOD ATTITUDE, STRICT SUPERVISION AND GOOD TRAINING WILL IMPROVE CUSTOMER SERVICE IN RWANDA
KNOW
PROFILE MEET SERENA’S MUGO
TO
THE TOP 10 THINGS THAT MAKE A GOOD MANAGER
An interview with the PS, Ministry of East African Community in Rwanda, Mr. Robert Ssali
NE E D
FOR YOUR EYES, MANAGER
www.theservicemag.com
Iron Sharpens Iron
YOU
POOR CUSTOMER SERVICE & ITS IMPACT ON RWANDA’S ECONOMY
A LL
RWANDA IN THE SPOTLIGHT
BACKGROUND S M E s
i n
E A S T
A F R I C A
Customer service is to anall important ingredient almost all economies in markets. the world, especially to the EAC In most SMEs are important economies in the world, butinespecially to EAC In but most EAC countries, SMEsmarkets. are operating in EAC countries, SMEs are the service, trade, agri-business, and manufacturing sectors. some are and dynamic, innovative,sectors. and growth-oriented, many lack innovative, and growthgroups of businesses usually operating in the service, trade,While agri-business, manufacturing While some are dynamic, professional knowledge on issues that can help them boost and sustain their business. oriented, many are also limited with professional knowledge on issues that can help them boost and sustain their business. They are limited in management capability and cannot always afford costly support services such as finances, legal, Customer Service, Marketing, Human Resources trainings. They are limited in management capability and cannot always afford support services such as finances, legal, Customer Service, Marketing, Human Resources trainings.
“Wherever you see a successful business, someone once made a courageous decision� — Peter Drucker
OBJECTIVES O F
T H E
M A G A Z I N E
The Service Magazine is of an educational and inspirational nature. We aim at impacting service people with resourceful t Developing SMEs inin allall the EAC countries. authority has has shown thecompetencies region’s Domestic Developing SMEs isaapriority priority the EAC countries. A research authority forthat instance shownGross that the region’s Gross articles that will helpisthem become more professional. ItA research seeks to build employees’ skills and in the Product (GDP) could increase tremendously if SMES areifgiven the right tools to sustain their businesses. This is a Domestic Product (GDP) could increase tremendously SMES are given the right tools to sustain their businesses. This service industry. The articles are very practical and the resources focus on Attitudes, Behavior and Skills. fact but unfortunately, many young entrepreneurs and SMEs cannot afford to offer the necessary business training to is a fact but how many young entrepreneurs and SMEs can afford to train their staff these necessary business trainings? their staff. The magazine is in English with specific features in French and Kinyarwanda. Its fun, colorful and a valuable resource t If SMEs could improve on their systems, offer competitive products and services, treat better their employees etc.., they for person and organization willing to establishcompetitive international standards inservices, dealing treat with customers. t any If SMEs their systems, products and their employees bettera etc.., will see could a realimprove positiveonimpact on theiroffer bottom line. Professional management trainings are therefore requisite for they will see a real positive impact on their bottom line. Professional management trainings are therefore a requisite small business owners. for small business owners.
t t
It is for all the above reasons that SMEs and young entrepreneurs need to be sensitized because a change of attitude It is for all the above reasons that SMEs and young entrepreneurs need to be sensitized because a change of attitude goes with a lot of education. It is with the above in mind that The ServiceMag was founded in Rwanda but with time, the goes with a lot of education. It is with the above in mind that The ServiceMag was founded in Rwanda but with time, magazine needs to expand to to thethe rest of of the EAC the magazine needs to expand rest the EACcountries. countries.
EDUCATE & SENSITIZE ON THE IM PORTANC E OF CUSTOME R SERVICE
WHY SMEs
& ENTREPRENEURS
The role of the ServiceMag is to promote the development of SMEs in the East African Community by maximizing the opportunities through educational hand-on articles. If SMEs are given the right tools to manage properly their business, they would become: t t t t t t
The engines of growth in our countries Essential elements for competitive and efficient markets Create a platform for the promotion of the regional integration agenda Promote best practices among SMEs in the East African Community Achieve long-term and sustainable business growth Critical for poverty reduction as they are the largest providers of employment.
Through business support and educational articles, The ServiceMag will build a pool of East African entrepreneurs who will foster greater business innovation and development thereby enhancing the competitiveness of the East African region as a whole.
WHY G O
E A S T
A F R I C A N ?
t
The East African Community (EAC) comprises five east African countries Burundi, Kenya, Rwanda, Tanzania, and Uganda. The EAC is a potential precursor to the establishment of the East African Federation, a proposed federation of its five members into a single state. In 2010, the EAC launched its own common market for goods, labor and capital within the region, with the goal of a common currency by 2012 and full political federation in 2015.
t
The East African region covers an area of 1.8 million square kilometers with a combined population of about 132 million (July 2009 est.) and has significant natural resources.
t
The most prevalent languages of East Africa are Swahili, English, Kirundi and Kinyarwanda, although French is also common in Burundi and Rwanda.
t
The EAC is becoming one country. Companies like KCB, Equity and Nakumatt are already established in all the countries and the magazine will serve as an integration tool. Readers can use lessons from the different countries to educate the fellow members.
t
With the recent introduction of a single visa for East Africa, more travel between the EAC countries is expected. We need to unite in providing an environment that is desirable for businesses to establish themselves and operate smoothly. For this reason, it is imperative that customer service practices become more consistent across the region.
WHY
B U R U N D I ?
t
Burundi is one of the constituent member nations of the East African Community (EAC).
t
Since joining the EAC, Burundi’s economy has witnessed a marked interest from across the region. This has seen the mushrooming of small and medium enterprises (SMEs) in Burundi.
t
The Burundian economy has therefore been on an expansion mode over the years. It is now easier to register and run a business in Burundi than ever before. The Invest Burundi (API) agency has opened a one-stop shop business-processing center that has made it easier for investors setting up shop in Burundi for the first time.
t
The ServiceMag intends to actively engage with the business community in Burundi so as to enhance sharing of knowledge and information while at the same time highlighting the various business opportunities that exist in Burundi.
t
The ServiceMag will carry topical business features aimed at helping the business community in Burundi and elsewhere in the region with a view to helping businesses improve on their customer service, service delivery, product enhancement amongst others.
WHY PROMOTE
GOOD BUSINESS PRACTICES IN EAST AFRICA?
TSM ultimately aims to contribute to educating and sensitizing business owners, especially young entrepreneurs and SMEs to be more competitive by offering good customer service.
CUSTOMER SERVICE
CUSTOMER SATISFACTION
BUSINESS GROWTH
REDUCTION OF POVERTY
Human capital is an essential part in growing one’s business. Education plays an important role in the progress of an individual’s mind, country and in the case of East Africa, the region as a whole. Offering educational articles will reduce ignorance among business owners.
DESCRIPTION
OF THE MAGAZINE
t
The Service Magazine is educational and inspirational nature.
t
It aims at impacting SMES with resourceful articles that will help them become more professional.
t
It is a 5,000 copy print and online free, quarterly magazine.
t
It seeks to build employees’ skills and competencies especially those in the service industry.
t
The articles are very practical and the resources focus on Attitudes, Behavior and Skills.
t
The current magazine is in English with specific features in French and Kinyarwanda but as we expand to region, we will focus on English, French and Kirundi.
t
It is a fun, colorful and a valuable resource for any person and organization willing to establish international standards especially in dealing with customers and employees.
TARGET M
A
R
K
E
T
Our readers are SMEs, managers; business owners; CEO’s; Business Executives, Sales and Marketing Managers, Human Resources Managers and everyone in the private and public sectors. They range from the taxi driver, to waiters, hospitals, banks, and ministers.
Reader Insights “I have learnt how to better deal with customers’ complaints” “Increased my belief in being an entrepreneur” “I am now customer service conscious everywhere I go” “I think it is a great tool and have it mandatory for my staff to read”
DISTRIBUTION O F
T H E
M A G A Z I N E
Currently, the magazine is distributed in all leading hotels; small shops owners, restaurants, banks; public institutions, Embassies; travel agencies, airlines, and in all districts of Rwanda and in all major businesses in Burundi The ServiceMag is also on a dynamic website and will attract a growing audience
5,000
COPIES QUARTERLY & THE MAGAZINE E AK LM IL W N IO RS VE AN ON-LINE E L P O E P READ BY AT LEAST PRINTED
illion 2 Mwww.theservicemag.com
OUR T
E
A M
The ServiceMag team of contributors; writers, photographers, cartoonists, designers, art directors & editors are drawn from different nationalities. This makes the magazine a very open and international one. The magazine has today more than 70 contributors of 15 nationalities.
92% of the respondents in a
recent survey gave The Servicemag a strong endorsement on the quality of design and thearticles�
HOW
The ServiceMag’s Organisational Structure
THE MAGAZINE IS RUN
Publisher
Managing Editor
English Editor
French Editor
Kinyarwanda Translator
Photographers
Designers
Writers/Contributors
Online Editor
Cartoonist
Marketing Consultants
Accountants
Office Assistant
TOPICS M A G A Z I N E
CUSTOMER SERVICE MAIN TOPICS SALES & MARKETING CUSTOMER SERVICE HUMAN RESOURCES HUMAN RESOURCES LEGAL ADVICES PERSONAL DEVELOPMENT PROFILES/INTERVIEWS FEATURES WOMEN ENTREPRENEURS COMMUNICATION WHERE WE HAVE BEEN PERSONALITY PROFILES TRAVEL REVIEWS CARTOONS HAVE YOUR SAY BOOK REVIEWS TAX ISSUES FOR YOU MANAGER YOUR WELLBEING MATTERS AT YOUR SERVICE
OTHER
F E A T U R E S
Embracing our tagline “Knowledge is Power”, The ServiceMag tasks itself with sharing knowledge year round by engaging the business community in various avenues outside the magazine. t
Social Media/Online Presence: The ServiceMag has a strong presence on various social media outlets and currently delivers live tweets and facebook posts daily about services encountered across the country, links to articles on business, entrepreneurship and service delivery in Africa.
t
Business Events: Since its launch, The ServiceMag has hosted a series of “Business Cocktails” where we gathers members of the business community and provides an interactive platform to learn, network and unwind. Each event has a theme for discussion to ensure all guests leave with new knowledge/updated information.
t
Research/Surveys: Partnering with independent research firms, The ServiceMag has recently closed its second annual survey on the best and worst service providers in various sectors of service in Rwanda. An official ceremony follows to award the winners in each category of service.
SPONSORING
TTHHE ESM E RAVGI C G A EZM I NA E
OPTIONS FOR SPONSORS t Sponsor the printing of the magazine for the next one/two years The ServiceMag operates solely based on advertising fees and t Sponsor the launch of the magazine in the 5 EAC capitals sponsorships. As such the magazine is made up of 70% of educative t Sponsor a section of several pages in each issue of the magazine andSponsor content with and 30% on advertisement. t educational contents These sources of revenues are crucial to ensure each issue can be printed. BENEFITS FOR SPONSORS Sponsorship Educating SMEs is part of our social corporate responsibilities. We believemindset that educating SMEs is part ourwe social corporate Changing and attitude towards theofway do business is a collective responsibility. Sponsors acknowledged all responsibility. Changing the mindsetwill andbeattitudes towardsin the issues Branding is of aTSM event venues with sponsors’ promotion way weand do business collective responsibility. In sponsoring the materials. these to promote the sponsoring magazine,All you are serve contributing by supporting ourbusinesses message and organizations. helping us deliver it to our audience. Sponsors will be acknowledged in all issues and The ServiceMag event venues will be branded with sponsors’ promotional material.
Sponsorship Options t Sponsor the printing of the magazine for the next one/two years t Sponsor the launch of a Business Event t Sponsor a section (several pages) in each issue of the magazine t Sponsor with educational content
ADVERTISING IN THE SERVICEMAG
Advertising thethe ServiceMag will be Advertisingbusinesses businessesin in ServiceMag willa great marketing strategy to reachtopotential custombe a great marketing strategy reach potential ers that certain may have missed out customers thatorganizations certain organizations may have on when carrying out other forms of marketing somissed out on when carrying out other forms lutions. Advertising in TSM will add value to of marketing solutions. The surely magazine being clients’ brand images. distributed for free among the corporate world with very educative and informative article, advertising in TSM will surely add value to clients’ brand images.
“Doing business without advertising is like winking at a girl in the dark. You know what you are doing, but nobody else does”. —Stuart Henderson Britt
BE A PART OF THE JOURNEY By educating and sensitizing SMEs on issues related to the growth of their business, a bigger section of the EAC population will be greatly impacted and service in the region could improve. This will translate into higher economic growth rates for both our readers and the region as a whole.
SMEs
account for over
80%
of the employment in the East African Community
RATE CARD RATE CARD No. DESCRIPTION No. PAGE OFFERING 1 No. 1
1 ISSUE (US$) RATES in FRW*
Front or Back Cover Page PAGE OFFERING Cover Page + 3 pages Feature
4 ISSUES/YEAR PLEASE RATES IN USD* (US$) TICK
RATES2,000,000 in FRW* 7,000
3334 RATES IN USD*
2 1 2
Double Page Page Front orSpread Back Cover Back Cover
1,800,000 2,000,000 3,300
11,800
3 2 3
Inside Front or Back Double Spread Page Page Advertorial 3 Pages
1,500,000 1,800,000 4,400
15,800
4 43
Single Front Full Page Inside Back Page Advertorial 2or Pages
1,000,000 1,500,000 3,400
12,200
545
1/2 Page Single Full Page Inside Cover (Front Or Back)
800,000 1,000,000 3,000
10,800
1334 1667
656
1/4 Page 1/2 Full Page
500,000 800,000 1,800
6,400
600 1334
767
StripPage Page 1/4 Half Page
300,000 500,000 1,300
4,600
500 600
300,000 150
500
500
Strip Page 87 ARTWORK SPECIFICATIONS (All artworks should have a Beed size of 0.3 cm)
ARTWORK DIMENSIONS ARTWORK SPECIFICATIONS (All artworks should have a Beed size of 0.3 cm)
3000 3334 2500 3000 1667 2500
EDITORIAL CALENDAR
ARTWORK GUIDELINES DEADLINES EDITORIAL CALENDAR th 21 x 26.5 cm with a Bleed t page 10 size: of month before publication ǩ Full Booking th of 3 mm. ǩ Material 12 of month before publication DEADLINES FULL PAGE SIZE FULL PAGE SIZE 1/2 PAGE HORIZONTAL t must10be at 12 mm distance ǩ Type Cancellation 5thmonth of month before publication th minimum 21 x 26.5 cm 42 x 26.5 cm 21 x 13 cm of before publication ǩ Booking the spine. ǩ from Material 12th of month before publication GENERAL INFORMATION t only accept5thTIFF, PSD, EPS, PDF, AI ǩ We Cancellation of month before publication 1/2 PAGE VERTICAL 1/4 PAGE STRIP ǩ 4 issues per year or INDD files. Preferred formats are TIFF 10.5 x 26.5 cm 9 x 11.5 cm 21 x 5 cm ǩ Realse date 1st of the month and PDF. GENERAL INFORMATION 1/2 PAGE VERTICAL 1/4 PAGE STRIP ǩ Issue in January, May, August & December t must embedded into PDF files. ǩ Fonts 4 issues perbeyear 10.5 x 26.5 cm 9 x 11.5 cm 21 x 5 cm st ǩ Realse date 1 of the month & December FOR M ORE A DVE RT I S IN G E N QUIRIE S PL E AS E CAL L : +250 78 4 7 5 0 5ǩ 5 2Issue O R +in 2 5January, 0 7 8 8 7May, 8 1 5August 62 FULL PAGE SIZE 21 x 26.5 cm
FULL PAGE SIZE 42 x 26.5 cm
1/2 PAGE HORIZONTAL 21 x 13 cm
+250 788 781 562 sidossou@theservicemag.com www.theservicemag.com
CONTACT
a d v e r t @ t h e s e r v i c e m a g . c o m
www.theservicemag.com
“Knowledge is Power”.