tsm12_web by The ServiceMag

ISSUE 12: DECEMBER 2012-FEBRUARY 2013

NEW! IMPROVED WEBSITE www.theservicemag.com

INYANGE INDUSTRIES TO BREAK EVEN 2013 Sudadi Kayitana, MD

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GBV One Stop Centres, Breakin g the Cycle of Violen ce in Rwanda (UNFP A)

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12 Principes D’organisation De Journée | Growing Your Business | Itegeko 4x20 igihe ukibonana n’umukiriya

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CONTENTS

10 56

38 FEATURES 12 CONSISTENCY AND ITS RIPPLES EFFECTS

FOCUS

30 UNFPA ON GENDER BASED VIOLENCE

FOR YOU MANAGER

14 12 PRINCIPES D’ORGANISATION DE JOURNEE

36 YOUR PACKAGING SAYS A LOT ABOUT YOU

16 L’ATTITUDE N’EST PAS TOUT…

40 COMMENT RÉUSSIR L’INTÉGRATION DES VOS NOUVEAUX COLLABORATEURS

18 PREPARING FOR A SALES JOB 20 ITEGEKO 4X20 IGIHE UKIBONANA N’UMUKIRIYA

22 UGOMBA GUSHIMIRA UMUKIRIYA KO YAGARAGAJE ICYO ATISHIMIYE

ICT

42 DÉVELOPPER SON LEADERSHIP

WOMEN ENTREPRENEUR 46 GROWING YOUR BUSINESS 48 A QUITTER NEVER WINS

HAVE YOUR SAY

24 EMBRACING ON-LINE MARKETING IN 2013

50 CUSTOMER CARE CAMPAIGNS IN RWANDA….WHY ARE THINGS NOT WORKING OUT

COVER STORY

PLUS: ASK OUR LAYWER,

26 INYANGE INDUSTRIES TO BREAK-EVEN NEXT YEAR

CARTOON, PICTORIAL & RESTAURANT REVIEW

FEATURE NOTE PUBLISHER’S

BUILDING A REPUTATION FOR RELIABILITY IN 2013!

Managing Editor Mimi Franck mimi@theservicemag.com English Editors David Kezio Musoke - david@theservicemag.com Aryantungyisa Otiti - aryantu@theservicemag.com Kinyarwanda Editor Gaspard Habarurema gaspard@theservicemag.com PHOTOS: Timothy Kisambira

must start with a confession. I am a difficult person to work with. I am too demanding on the details. I expect people to keep the promises they make no matter how insignificant they may seem. I go wild when people do not honor their word. This may be considered a weakness on my part, since people I deal with often feel I am harassing them, however, reliability is an admirable social trait. Unfortunately, it needs to be reinforced in our society today because it is getting harder to find reliable people to work with. I find more people who do not no keep eople their promises. Many don’t even know that reliability can help them build or ruin their personal and organizational reputation.

Publisher Sandra Idossou sidossou@theservicemag.com

A reliable person is trustworthy, predictable, dependable, responsible, upright, unfailing, accurate etc. Reliability is required in any long-term relationship and is highly required if you want your customers to trust your products or services. As we usher in 2013 with many new resolutions, make reliability one of your personal goals for the New Year. Start by building a track record of doing what you have promised you will do. You will benefit from this because reliability builds trust. A business that has the reputation of being reliable or making reliable products will definitely get repeat, new business and great referrals. We end 2012 with the interesting cover story on Inyange Industries, one of the most reliable and respected manufacturing companies in Rwanda. It has not been easy, but they are still on track and ready to offer customers quality products that meet their needs. We also have interesting articles in our regular sections such as” For You Manager”, “Where we have been”, “Ask our Lawyer” etc. If you wish to contribute with a thought provoking article, you are more than welcome to join our team of 80 contributors from all over the world. As we celebrate our third year anniversary, we wish to thank our partners for supporting us because without them, we wouldn’t be able to publish the online version and print 5000 copies of this educative magazine, quarterly and offer it free in the whole country. We thank our dear readers for your constant feedback, suggestions, critics that have made us improve each single issue. It is difficult to measure the impact of this magazine on service delivery in Rwanda but we strongly believe we are making an impact on the knowledge and behavior of our readers. Wishing you all a Merry Christmas and a very productive 2013 full of growth in all aspects of your lives.

French Editor Diana Ramarohetra diana@theservicemag.com Marketing Consultants Bea Umwiza bea@theservicemag.com +250 788 304 226 Eva Gera eva@theservicemag.com +250 782 029 803 Marketing Assistant Lynda Mushinzimana lynda@theservicemag.com +250 788 781 562 ServiceMag Online Webmaster Simon Corden simon@theservicemag.com Photographers Timothy Kisambira photography@theservicemag.com Cartoonist Ndarama Assoumani cartoon@theservicemag.com Contributors JSimon Corden, A.k Otiti, Diana Ramarohetra, Katia Manirakiza, David Kezio -Musoke, Sandra Idossou, Joe Nsano, Lucas Pantos, K. Ezéchiel OUEDRAOGO, Fred Oluoch-Ojiwah. John Kageche,Saul Butera, Gloria Iribagiza, Guillaume Sardin, Runanira Richmond,Eddie Heh, Sam Kebongo, Eric Rutabana, Nzeyimana Nadege, Abdi Simwaya, RHD, Sandeep Goyal, Shivani Suresh. The following organisations supported us in producing this issue: Diamond INYANGE INDUSTRIES, MTN, UNFPA, RDB Platinum Airtel, Rwandair Gold Akagera Aviation, Bralirwa, Turkish Airlines, Ecobank, Kalaos Media, Bourbon Coffee Silver Business Partners, kigali Konnect, Igihe Bronze iAfrica, Easy Info, Ad Care *The opinions, articles and photos in The ServiceMag and The ServiceMag On-line do not necessarily reflect those of the editor, publishers or their agents.

The SERVICEMAG Dec-Feb 2013

KNOWLEDGE IS POWER

FEATURE

The SERVICEMAG Dec-Feb 2013

FEATURE NEWS

Above: Khaled Mikkawi the MTN CEO hands over a dummy check of Rwf155 million contributed towards the Agaciro Development Fund during MTN’s 14 year anniversary gala night

MTN celebrates 14 years in Rwanda in style

“Ten years after we started operations in Rwanda, our subscriber base had stagnated to just a million.”

KIGALI (October 2012):- MTN Rwanda in October 2012 threw a grand gala at Kigali Serena Hotel to celebrate its 14 years of operations in the country. The guest list consisted of some of the ‘crème de la crème’ of society, government and corporate (private sector) personalities as well as MTN staff.

the company since it started operations 14 years ago. “Ten years after we started operations in Rwanda, our subscriber base had stagnated to just a million. Today, four years later … the Y’ello family has grown to over 3.2 million subscribers,” Mikkawi said.

The dinner which was presented with a ‘Y’ello’ feel, was also graced by Rwanda’s Minister of Finance and Economic Planning, Hon. John Rwangombwa who received a dummy cheque representing a contribution of over Rwf155 million from MTN staff to the Agaciro Development Fund.

Mikkawi also added that despite facing certain challenges during the course of the year, upgrading is a continual exercise at MTN Rwanda and the company has doubled its commitments to ensure subscribers receive the best experience.

MTN Rwanda CEO Khaled Mikkawi retraced MTN’s history in the country and also highlighted the impressive achievements of

MTN Foundation donates more computers to Rwandan Schools

undation ubega, MTN Fo Zulphat Mukar ndover of ha e th r officiated board membe month. ur schools last computers to fo 6

ESPA N Nyan YA Seco ndar za th y MTN a Foun t benefit School in ed fr datio o n’s d onat m ion. The SERVICEMAG Dec-Feb 2013

MTN Rwanda under its Corporate Social Responsibility vehicle called MTN Foundation, in October, equipped four schools with computer equipment worth millions of francs. The schools included ESPANYA, a secondary school based in Nyanza district that received over 30 computers, a one-year free Internet connection and other accessories. MTN Foundation was established in 2010 as the principal vehicle through which the telecom company exercises its Corporate Social Responsibility duties. The Company has committed 1 per cent of its profit after tax to give back to the Rwandan society.

FEATURE NEWS

MTN’S KHALED MIKKAWI

SPEAKS AT AFRICOM IN CAPETOWN MTN Rwanda targets 50 percent of customer base using mobile money

APETOWN (November 2012): - MTN Rwanda’s CEO Khaled Mikkawi was one of the speakers at the continent’s largest annual telecoms gathering which attracted over 7000 delegates and 200 speakers from 105 countries. Mikkawi told the delegates that MTN Rwanda plans to expand its mobile money service to reach more than 50 percent of its customer base. The service introduced in February 2010 has more than 600,000 active users to date, the equivalent of 20 percent of the operator’s mobile subscriber base The CEO revealed the target is to have more than 50 percent of the company’s subscriber base using the mobile money platform. “The focus is to grow the penetration of the service, particularly in geographically isolated areas”, he said. To improve its market penetration, Mikkawi

said in addition to fostering relationships with third-party developers, MTN Rwanda would soon move mobile money to a new platform. MTN Mobile Money transactions exceeded the $400 million mark at the end of the second quarter this year, of which $160 million were cash-ins. “Mobile money is a strategic service for MTN. Building more innovations and creating partnerships with other players is in tandem with the company’s strategy of stretching the mobile money’s footprint beyond the regular agent outlets,” Mikkawi said. “Through MTN’s innovative products, we may deploy different channels as a way of promoting customer satisfaction. It is now possible for senders from outside Rwanda to register online (MTNMMO.COM) and send funds from their debit card or bank transfer to MTN Mobile Money in Rwanda,” he added.

MTN’s brand ambassador Mani Martin rocks Kigali KIGALI (September 2012):- Mani Martin, a brand ambassador with MTN Rwanda recently launched his double album and yet again the show was well received by revelers and VIPs. Mani Martin is really growing through the ranks redefining the Rwandan version of ‘World Music’ in its purest form.

The SERVICEMAG Dec-Feb 2013

FEATURE NEWS

BRALIRWA UNLEASHES A NEW AND LARGER HEINEKEN BOTTLE. By Fred Oluoch-Ojiwah.

The launch of the new Heineken 65cl bottle will likely boost the sales prospect of retailers dealing in Bralirwa products in the wake of a rising demand for premium beer in Rwanda. The location of the launch event confirms its premium positioning of Heineken in the market.

he private function which was strictly by invitation only and was somehow relaxed. Food and the new Heineken 65 bottle was served generously. The event turned out to be a top rated evening party at the new Papyrus Club in Kimihurura. Attendees who included leading Bralirwa retailers and other key Bralirwa partners freely mingled with the company’s top management to enjoy the new Heineken 65 bottle which is positioned in the market by Bralirwa to meet the rising needs for premium products of consumers. “For Bralirwa and the Heineken brand which is the world’s leading premium brand, this is another step for the journey for Heineken brand in Rwanda”, Mr Jonathan Hall Bralirwa Managing Director said adding that, “ We are building a very strong presence in the market for this leading brand. One way of doing that is to bring in a bigger bottle at a good price for the purposes of offering more choice for our clients while offering a good deal for distributors.” The launch, according to the Bralirwa boss is a sign that his company is opening a new segment by unleashing a new product through a premium international brand following the success of the smaller 35 cl Heineken bottle which completes Heineken’s brand presence in the market. Heineken’s well known 33 cl bottle that has been available in the market since a few years is widely recognized as a product for high end consumers. The new Heineken 65 cl bottle which is larger in content is seen as a response meant to address the consumer preference for larger bottles in the Rwandan market. Jan van Velzen Bralirwa’s Director of Sales and Marketing said during the party that, the 8

The SERVICEMAG Dec-Feb 2013

new Heineken 65 bottle is a culmination of efforts by Rwanda’s leading brewer to meet various forms of demand of its loyal and growing number of consumers. “It is a very exciting moment for us to introduce the new 65 cl bottle that meets the need of our consumers for the Heineken brand in a larger bottle size” van Velzen said. Some of the retailers attending the function who will sell the new product looked at it as a good effort in product diversification for their businesses. “It is another exciting good product that blends with the already nine that we have. Product diversification means income diversification to our operations”, John Mugabo from Southern Province said. John Mugabo says that increasing revenue for their businesses from the new product can be predicted from rising consumption by people who are getting increasingly attracted to world class brands such as Heineken in Rwanda. The general feeling from most retailers says Mugabo is that the new product offers a perfect alternative for Bralirwa consumers especially those with preference for bigger bottles from a world class brand such as Heineken. Given the fact that there is increasing demand for beer in Rwanda from consumers who aspire to be identified with respected brands, the distributors and retailers are upbeat that such an encouraging trend translates into better prospects for their businesses. The launch is supported by a massive outdoor campaign, TV campaign, in store communication and bar promotions relating to James Bond. One of the most premium movie franchises, James Bond, are sponsored by Heineken for years. During the event several retailers placed orders for delivery next day for immediate sales.

LETTERS

We’ve Got Mail

DO THE NEW COMPANIES IN RWANDA HAVE AN IMPACT ON SERVICE DELIVERY? I strongly believe that the entry of Qatar Airways and Turkish Airlines to Rwanda will impact the fares. Although it will be tough competition it would impact service delivery by the way we book, check-in, and flights interaction. However, how prepared are our hotels, restaurant and tours companies for this competition? In few, I would like to see the next issues covering the impact of these new companies in Rwanda. Nelson Gashagaza gashagazanelson@yahoo.fr

CUSTOMER CARE IS A CONCERN OF THE WHOLE CONTINENT ServiceMag is very concise and informative. Keep up the good work. Customer care in Africa is an area that needs addressing if we are to compete on the global platform. Odhiambo Okumu Director at Gsphilips Distributors Company Ltd Kenya

La Qualité de Service au service de la Population

Franchement, je trouve votre magazine trop intéressant. J’apprends becaucoup et suis toujours impatiente de recevoir un nouveau numéro. Je voulais vous suggérer de faire une enquête pour voir l’impact de votre magazine sur les comportement. Cela me désole de voir encore des gens nonchalants au travail. Bon courage pour ce travail fantastique que vous faites Joëlle Mbabazi

CUSTOMER CARE IMPLIES STAFF CARE I cannot agree less, in a professional world were Customer care is key, employers should always look out for the major qualities, which make the best team, staff welfare should always be part of the package and of course the enthusiasm built in them should be a major driving factor that keeps the fire burning in their bellies to perform even better. Customer care requires Good Systems, Employees and the right strategies Customer care can’t work even if employees are given care when there is no system in place to monitor customers. Also customer care is possible when there are appropriate quality systems in place. Some companies face a customer care crisis because of large number of customers and lack of proper market segmentation strategies. So customer care is a crosscutting issue that involves employees, systems and strategies in place to ensure that employees and customers are always happy. Cheers. Jacqueline

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Kwandika ururimi rw’icyinyarwanda rwuzuye neza Rusinga ibrhim

The SERVICEMAG Dec-Feb 2013

FEATURE

UNDERSTANDING THE EXACT MEANING OF

‘CUSTOMER SERVICE’?

By Simon Corden

Russell Ackoff so neatly describes: “The more efficient you are at doing the wrong thing, the more wrong you become. It is much better to do the right thing more wrong than the wrong thing righter. If you do the right thing wrong and correct it, you get better. Time to introduce Genichi Taguchi. From the 1950s onwards, Taguchi developed a methodology for applying statistics to improve the

quality of manufactured goods. He argued that in industrial production, there is a need to produce an outcome on target, for example, to drill a hole to a specified diameter and failure to do so results in a loss, or cost. These losses typically stem form rework, rejects or product failure. These aspects reduce quality and ultimately impact on the customer. In manufacturing, much effort is put into modern systems that minimize variation, keeping quality high and costs low. This is all very well in manufacturing, but service organisations are different because it is the customer that sets the outcome or target. For example, on a continuum for waiting time for a food order to be delivered in a restaurant, my target might be 10 minutes. Someone else, in a hurry, it might ask, “Can you have it ready in 5 minutes?” Yet, another person might be quite happy to read a paper and wait for 30 minutes and want to take a leisurely meal.

The SERVICEMAG Dec-Feb 2013

Here we see three different targets (also called nominal values) set by customers. If my food is a little early or late, I’m not concerned it’s still within my nominal value of about 10 minutes. If the guy in a hurry gets food immediately, he’s over the moon. If it’s 20 minutes, he’s unlikely to be pleased. For the lady taking her time, imagine if her food order is rushed. Her starter arrives quickly followed by her main meal. Then shortly after her bill is delivered while she

contemplates whether or not to have a coffee. She might think that the restaurant is only after her money and Vuba Vuba! Next time, she might go somewhere else. But does she have a choice?

comments in social media in particular, that customers are also a little complacent and that service in any form is not only OK, but actually quite good.

All of these situations represent different demands that customers place on an organisation. They are not all the same, they differ and this is the problem that service organisations face but the majority fail to recognize – how to cope with variety of customer demand. How many organisations that you visit handle variety well?

So, praise here to The Service Magazine. I support their campaign for customers to voice their opinions, good and bad. Giving feedback is very important to any business; recording it and taking action on its findings are essential. If service organisations don’t want to or don’t know how to understand their customers, then it’s down to us to tell them. Right?

As a customer, when I place demand on the front line, I get one of three responses.

The motivation to deliver good service is best when it comes from within rather than enforced through aggressive competition or persistent feedback. When organisations take action on findings of a system-wide evaluation undertaken through the eyes of their customers they will find they have happy customers, happy staff and falling costs.

It follows that my experiences are positive when my expectations are met or exceeded and that my experience is negative when they are not. This is the beginning of delivering good customer service, by understanding the range of customer demands placed upon the organisation and knowing more about customers’ expectations. For example, what matters to me in a bank is how quickly I can do my business and get out. For the bank they should be interested in how many complete transactions are successfully completed at the first point of contact. If a bank records how many times it serves a customer: One stop – all needs met; or Passes on – customer handed on to someone else; or Passes back – the customer has to do the next step, then the bank will learn what matters to customers and can take action to improve service. Any action it does take needs to be measured for impact. This is done by using the right measures as Ackoff suggested above.

simoncorden@me.com

“The more efficient you are at doing the wrong thing, the more wrong you become. Impact your world...

In the bank, measuring how long it takes to serve customers, end-to-end, and representing this data over time will show very clearly any impact they are having. Importantly, it is a measure that is connected to what matters to customers and therefore is a good measure of customer service. ... African creativity

So, real customer service measures are phrased in a customer’s terms and on things that matter to the customer. Some more examples of real measures: An insurance claims department – the time taken to issue a settlement figure In a telecoms call centre – how many faults are fixed at the first point of contact In a supermarket – the number of items returned as faulty In a restaurant – how often menu items are not available; how often customers chase the progress of an order. At the beginning I asked a question about whether there is enough choice and competition that can nudge service organisations into becoming more tuned into what really matters to customers. The honest answer is I don’t know. There does seem to be choice is some sectors but also I sense from

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11 10

FEATURE

CONSISTENCY AND ITS RIPPLE EFFECTS By Lucas Pantos

There is one thing most constant in this world, and that is change. Some of us like change. Others live (accept) with change. And others simply hate what change does to their daily lives. So let’s ask ourselves the question; is change such a bad thing? Or let’s rather rephrase the question to; is change consistency a good thing?

hrough my travels, most success stories I have encountered have revolved around the constant evolution of one’s daily practices, be it in the personal or professional environments, or both. But why is it so important to be consistent, whether you’re a father or mother, sibling or friend, employee or employer? In my experience, and personal view, it is what leads to simplicity. Somehow most SME’s that have stumbled upon some form of success either due to them finding a niche in the market, being in the right place at the right time, or inherited large sums of money or a business, etc. have failed to grow internally with systems and processes. These procedural must-haves are what eventually lead to consistency within a company’s daily, weekly, monthly, operations. Being consistent has a ripple effect on other businesses (and employees) that a company may do work with. For example, if your billing processes is to issue your invoices out, to all suppliers and customers alike, by the end of each week as the rule, then all suppliers and customers dealing with that company would eventually conform to its operational requirements. This then translates into consistency – which over time – becomes the simplicity of doing inter-company business.

But being inconsistent has the same ripple effect, just in the reverse. If a company has no procedures that it consistently follows with its suppliers and customers and therefore operates haphazardly, then in return the suppliers and customers will deal with the company in the same loose manner. This ripple effect may lead to bad or delayed payments, delayed delivery of work, overThe SERVICEMAG Dec-Feb 2013

promising and under-delivering, which ultimately reflects lack of resource, lack of respect, and unprofessionalism. I’ve yet to meet a business that exists for the sake of existing. Every business intends to make a profit. Some do it excellently while others fail miserably. Those that fail have not evolved their business operations to either grow with their market, with technology, with their clients, or generally with industry or global change. Nowadays the business environment is evolving so rapidly, whether influenced by technology, competition, new management, etc. that both management and staff have to learn to consistently change and evolve. If one studies global giants, like pharmaceutical companies (among others), one could complacently think that their billions of dollars keeps them content. On the contrary, these giants are constantly looking for growth via mergers, acquisitions, or even disbandment of assets. This constant hunt for growth is to keep a competitive advantage over newer and fresher competition. The ever-changing world economy and evolving consumer behavior has also revealed cracks in giant corporations, forcing them to downscale, or even liquidate. Some of these case studies have shown general complacency that led to their demise and the loss of thousands of jobs. They simply lacked the drive for consistent growth. So, is consistency a good thing? If you’re serious about growing your business, your professional stature and ambitions, your personal self, then yes. Consistency is all that matters! “We are what we repeatedly do. Excellence then is not an act, but rather a habit” – Aristotle. The author is a Marketing & Advertising Ad Agency Director working in Rwanda www.coolbrandluke.blog.com

FEATURE

“To care for those at home, there’s one thing I can’t be without”

father

Designed for people who work away from their home country. Terms and conditions apply.

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The SERVICEMAG Dec-Feb 2013

12 FEATURE

Principes d’organisation de sa journée de travail Par K. Ezéchiel OUEDRAOGO

Le succès de votre vie, et dans votre vie, dépend de ces victoires obtenues chaque jour.

our que votre vie compte, il faut que chaque jour compte. Pour que chaque jour compte il faut pratiquer le management de soi et l’auto discipline nécessaires à la réalisation de nos objectifs personnels et professionnels. Voici 12 principes simples pour organiser sa journée de travail développés par mon ami Jeames OLLA, consultant en Leadership, management et Gestion des Ressources humaines.

Prendre du temps en début de journée pour planifier son travail

2. Respecter la règle 60-20-20 en se concentrant sur l’essentiel (60 % pour les tâches planifiées, 20% pour les activités non planifiées et 20 % pour les périodes tampons et les imprévus).

3. Élaborer des listes de tâches à accomplir de façon à les énumérer et à s’en rappeler.

4. Choisir ses priorités et les garder en tête pour faire le choix des tâches à déléguer et à éliminer. 14

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5. Commencer par ce qui nous intéresse le moins afin de bénéficier d’une tranquillité d’esprit et de pouvoir apprécier les activités que l’on aime davantage.

6. Regrouper au maximum tous les appels téléphoniques dans une même période de la journée.

7. Réviser régulièrement sa planification et spécifiquement à la fin de la journée.

8. Se réserver un moment de la journée où l’on n’est pas disponible aux autres.

9. Lutter contre les interruptions qui nuisent à l’accomplissement de ses priorités.

10. Éviter de remettre à plus tard ce que vous pouvez faire tout de suite.

11. Rechercher un équilibre personnel entre ses obligations et ses capacités.

12. Savoir déléguer. ezechielo@successvaluablepartner.com

FEATURE

The SERVICEMAG Dec-Feb 2013

www.rwandair.com

FEATURE

L’ATTITUDE N’EST PAS TOUT… Par Ezechiel Ouedraogo Beaucoup trop souvent, j’ai entendu l’adage « Attitude is Everything ». Oui l’attitude est importante mais elle n’est pas tout. Elle doit être un atout pour vous permettre de réussir votre vie.

Dans son livre « The Difference maker », John C. Maxwell nous donne ce que l’attitude ne peut pas faire pour nous: •Votre attitude ne peut pas se substituer à la compétence. Si vous avez une bonne attitude mais que vous êtes incompétent, vous n’allez jamais arriver là où vous voulez aller. Certaines personnes confondent la confiance, qui est une fonction de l’attitude, des compétences, qui est une fonction de la capacité. A titre d’exemple : j’aime chanter, et je serais heureux de faire de l’opéra. Concrètement ? Je ne peux pas chanter. Je pourrais passer des milliers de dollars pour embaucher les meilleurs entraîneurs de voix dans le monde, je ne deviendrai jamais un chanteur d’opéra. Ce n’est pas un problème d’attitude, c’est un problème de compétence. •Votre attitude ne peut pas se substituer à l’expérience. John C Maxwell raconte : « Quand j’étais un pasteur à San Diego ans, j’ai eu une église qui était assez 16

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grande. Et l’une des choses que j’ai réalisé très rapidement, c’est que je ne pouvais plus me permettre d’embaucher de jeunes membres sans expériences pour travailler dans les grandes églises. Certes volontaires et très dévoués, j’avais besoin de gens ayant une expérience et un bagage de connaissances avec les grandes congrégations. » Ici encore, l’attitude ne peut se substituer à l’expérience. •Votre attitude ne peut pas changer les faits. Les faits sont les faits. Peu importe la qualité de votre attitude, vous ne serez jamais un joueur dans la NBA, si vous avez une taille de 1 m 20. Maya Angelou a dit: «Si vous n’aimez pas quelque chose, changez-le. Si vous ne pouvez pas le changer, changer votre attitude. Ne vous plaignez pas. « •Votre attitude ne peut pas se substituer à la croissance personnelle. Bruce Springsteen l’a très bien illustré: «Il vient un moment où vous devez cesser d’attendre l’homme que vous voulez devenir et commencer à être l’homme que

vous voulez être. » •Vous n’aurez pas la bonne attitude automatiquement. Même ayant écrit trois ou quatre livres sur l’attitude, John C. Maxwell reconnaît que son attitude n’en est pas pour autant automatique. Comme le dit le fermier: «La chose la plus dure au sujet des vaches, c’est qu’elles ne se laissent jamais traire. » Et pourtant, tous les jours, elles passent par cette étape. C’est comme vous, tous les matins, on se dit : « Aujourd’hui, je vais faire preuve d’une bonne attitude. » Mais une fois dans les embouteillages, il est difficile de la garder. Votre attitude peut être changeante. Il est préférable de conserver une attitude que de retrouver une attitude. Certaines choses dans la vie sont hors de contrôle. Par contre, notre réaction, nos sentiments qui déterminent notre attitude peuvent être gérés. Mon attitude sur les domaines que je ne contrôle pas fera la différence. En d’autres termes, lorsque vous essayez de changer quelqu’un, commencer par vous changer vous-même. ezechielo@successvaluablepartner.com

FEATURE

The SERVICEMAG Dec-Feb 2013

FEATURE

PREPARING FOR A SALES JOB

impression, but in presentations they are. Looking presentable need not to be an expensive affair; you look sharper in an ironed second shirt than you do a creased Giorgio Armani suit. Representation does not stop with how you look on the outside. It actually starts with how you carry yourself inside. Your significant other may have forced you into that impeccable suit but it is useless when you wear it with a loser’s attitude. Usually, every firm has its own sales repertoire, usually called, sales kit. Your job as a sales person is to strategically place items in it such that you do not have to clutter the prospects desk in search of a calculator you should have placed on his desk the moment you sat down. The novice salesperson starts off with the kit, then proceeds to shed off bits as he gains “experience”- and then wonders why he has hit a plateau.

By John Kageche On my first job as a life insurance agent I had just landed my biggest prospect to date, then. I was now in his office, this Chief Engineer of a multinational firm. After the flawless presentation we found a vacuum which my product could fill and agreed that I submit a sample of the contract for his perusal before he makes a final decision. Boy, was I ready! I flashed it from my folder and gave it to him. He promised to revert in a week’s time. And that’s when it all went haywire! I had noticed and escalated a gaping anomaly in the wording which was unfair to the client. My copy of the contract even had this offending sentence underlined. And I had just submitted the same copy to the prospect! Long story short, I was fried! Today, while training, I usually give this story to demonstrate that you can never be too prepared. Like most everything else in life the basics is what people forget and wonder why relationships (social and professional) are going wrong despite gaining more experience. Over the years, as a firm we have sieved preparation into representation, repertoire, research, rehearsal and repetition. One day my wife was looking for a day back. Among several, one stood out. She beckoned her and as she approached, my wife saw emblazoned across her worn T-shirt the word LOSER. The interview was over before it started. First impressions may not be the last 18

The SERVICEMAG Dec-Feb 2013

Google has literary brought information to our fingertips. Yet, I still find sales people gushing all the things the prospects website says they do not condone, simply because it worked on the previous sales call. Research allows you to ask a senior level manager how the price penetration strategy is carrying on; how his son who recently topped the region in Maths is fairing; and so on. In many ways, a sales call is equivalent to a social date; what worked for Jean will not necessarily work for Joan and Joan will be more endeared to you when you say things that she can resonate with and certainly not what she knows, worked for your ex, Jean! Rehearse. Whether on your fifth day in sales, or your fifth year, practice. Practice makes perfect is not a cliché, it’s a fact. A negative attitude, laziness to set appointments, spending less face-to-face and more monitor-to-face time is practicing bad habits. Bad habits are so much easier to develop. Good habits require discipline. Practice the presentation to your mirror, colleague, supervisor. If you must use PowerPoint, keenly go through it every time before you see a new prospect to ensure remnants of the past prospect are absent. Embarrassing does not begin to describe making a presentation to The Service Magazine, with images and taglines of a competitor magazine showing in your proposal or PowerPoint. The fifth is of course a repetition of the first four and is meant to reiterate the importance of preparation. The 5 R’s apply to anyone really because we are always selling- ideas to our spouses; asking for increments from our bosses; asking for a date. As a professional salesperson though, be steadfast in the scout’s motto: be preparedalways! Lend Me Your Ears for: Dynamic Selling Course (Beyond the Sales Cycle); Speech Writing; Speaker Training and Coaching lendmeyourears@consultant.com

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The SERVICEMAG Dec-Feb 2013

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Abantu benshi dukunda kumva bavuga ngo: “ Iyo utagaragaje ishusho nziza ku ikubitiro biragoye kongera kubona amahirwe yo kubikora”.

ITEGEKO 4X20 IGIHE UKIBONANA N’UMUKIRIYA Byanditswe na Sandra Idossou

aba ukora mu kigo gishinzwe ibijyanye no gufata neza abakiriya cyangwa se ukora mu kadukuru iyo mu mudugudu iwanyu. Iyo abakiriya binjiye bwa mbere mu iduka cyangwa mu biro, abantu bose batanga serivisi bakwiye kujya bereka abakiriya ishusho nziza ku ikubitiro igihe baje mu maduka cyangwa mu biro byabo. Ikigomba guhita kigaragarira umukiriya wawe ni isuku mu iduka ryawe ndetse na we ukagaragara neza. Intebe, ameza n’ibindi byose biri mu iduka ryawe bigomba kuba bipanze neza mbese bigaragara ko ugira gahunda. Waba wicara ku ntebe imbere y’ameza witegereza ibyo abakiriya bawe babona iyo bari imbere yawe? Abantu bose batanga serivisi bagomba gukora ku buryo bereka ubagana ishusho nziza kandi itari iy’igihe gito bakanubahiriza itegeko 4x20 risobanura neza uko ugomba guhita wereka umukiriya ishusho nziza ku ikubitiro.

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INTAMBWE 20 Uwasobanura akamaro k’uburyo ugomba kugaragara bwakwira bugacya. Icyo umukiriya ahita abona acyinjira ni wowe. Abatanga serivisi rero bagomba kwambara neza bijyanye n’ibyo bacuruza. Kumva neza icyo imyenda y’akazi bisobanura. Si ukuvuga ko imyenda yose iri mu kabati kawe ishobora kuba umyambaro y’akazi. Ese waba uzi ko abantu bakora mu nzego za leta n’ibigo byigenga usanga biyambariye za sandali ndetse n’imyenda idashamaje? Abantu benshi bibwira ko kwambara imyenda yoroheje ku wa gatanu ko ari akanya ko kwambara uko wishakiye nkugiye ku isoko cyangwa mu kabyiniro. Abantu batanga serivisi bagomba kuba basa neza mbese bambaye gisirimu kabone n’iyo byaba ari ku wa gatanu.

KUGIRA MU MASO HARESHYA NA 20 CM Ni ngombwa rwose gutunganya mu maso, ugahumura neza, ugatunganya imisatsi mbese ukaba waberewe. Ubwo mperutse

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kujya aho bagurishiriza interineti mu mujyi, uhakora yasaga neza ariko afite impumuro imeze nabi.

Amagambo tugiye kubabwira yerekana nta shiti ko buri muntu akwiye kuyakoresha, amwe muri yo ni nka : ‘Nabafasha iki?’, ‘murakoze’, mwirirweho cg mugire umunsi mwiza.’

“Garagariza umukiriya ishusho nziza ku ikubitiro””.

Abantu batanga serivisi bagomba kwiyitaho bagahora basharamye. Bagomba kwihatira kwambara ibintu bitajagaraye, bagahora basa neza kandi bahumura neza. Ni ngombwa ko bitera twa dewodora dore ko bituma n’aho bari hagumana impumuro nziza.

Niba urangije gufungura ugomba gukora ibishoboka byose kugira ngo udahumeka umwuka unukira abakiriya bikaba byatuma baguhunga bakigendera.

AMAGAMBO 20 YA MBERE Gufata neza abakiriya bihera ku buryo muvugana. Iyo usekeye umukiriya igihe umusuhuza biba bivuga ngo: “nshimishijwe no kuba waje hano.” Mu mahugurwa nagiyemo twakunze kujya impaka twibaza hagati y’ushaka n’utanga serivisi ni nde ugomba gusuhuza undi bwa mbere. Iyo usuhuje umukiriya neza ahita afatwa kandi akumva aguwe neza n’uburyo umwakiriye. Akajwi kameze neza kagaragaza ko uri umuntu ushoboye.

IBIKORWA MU MASEGONDA 20 YA MBERE.

Igihe cyose umukiriya aje ugomba kumwakira neza useka. Iyo usetse ubikuye ku mutima bikurura buri wese kabone n’iyo yaba afite umutima ukomeye. Ni cyo kimenyetso cya mbere kigaragaza ko wishimiye kwakira umukiriya wawe. Ku bantu bahura n’abakiriya benshi ku munsi, ibuka ko buri mukiriya agomba kwakirwa neza. Jya wita ku mukiriya wese mu buryo bujyanye n’umurimo ukora haba saa mbiri za mugitondo cyangwa saa kumi zo ku mugoroba. Ujye witondera umuntu wese uje bwa mbere mu iduka cyangwa mu biro byawe. sidossou@theservicemag.com

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Ugomba Gushimira Umukiriya Ko Yagaragaje Icyo Atishimiye Byanditswe na Sandra Idossou

Ubwo mperutse kujya gukoresha igitabo, icapiro ryagishyizeho amabara atandukanye n’ayo nari nababwiye. Mpamagaye umwe mu bakora muri icyo kigo, icyo yashoboye kumarira ni ukumbwira ko abimenyesha umuyobozi we. Ubwo mperutse kujya gukoresha igitabo, icapiro ryagishyizeho amabara atandukanye n’ayo nari nababwiye. Mpamagaye umwe mu bakora muri icyo kigo, icyo yashoboye kumarira ni ukumbwira ko abimenyesha umuyobozi we. Ntiyigeze ansaba imbabazi. Ntiyigeze anyereka ko anyitayeho, ko bimubabaje mbese ko yicuza ibyabaye. Bigaragara ko atari azi ko gutanga serivisi nziza bigaragarira mu buryo ubyifatamo iyo habaye akabazo kabatunguye. Amakosa abaho, ariko iki ni cyo gihe umuntu utanga serivisi agomba kwitwararika ngo wa mukiriya utishimiye serivisi bamuhaye amuhinduremo umukiriya uhoraho. Bakunze kuvuga ko “ibyo umukiriya avuze ko bitagenze neza ari nk’isomo ku batanga serivisi.” Ibyo umukiriya agaragaje ko atishimiye bidufasha kumenya ibyo twavugurura tukabitunganya neza kurushaho. Ni byo tugomba guheraho dukosora amakosa tuba twakoze.

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Abakiriya bavuga ibyo batishimiye badufasha kumenya ibitagenda neza. Hari abakiriya benshi batagira icyo batangaza iyo bahawe serivisi mbi ariko bakigendera bakabibwira nk’abantu 10 batandukanye na bo bakabibwira abandi nk’abo bikaba uruhererekane. Ikibabaje ni uko bamwe mu batanga serivisi iyo umukiriya ababwiye ibyo atishimiye nta cyo bakemura ahubwo bikarushaho kudogera. Tugiye kubagezaho uburyo mwakoresha ngo mukemure ibyo bibazo ku buryo bwa gihanga. BURI GIHE UMUKIRIYA ABA AFITE UKURI! (KABONE N’IYO YABA ABESHYA!) Ugomba kumva ko atari byiza kujya impaka n’umukiriya. Ubushakashatsi bugaragaza ko hagati y’abakiriya 7 na 10 bazongera bagurire iwawe nukemura neza ikibazo yagize. Gukoresha amagambo neza bituma

FEATURE utsinda urugamba uru n’uru ariko n’iyo watsinda urwo rugamba uba ushobora gutsindwa intambara. TEGA AMATWI IBYO UMUKIRIYA YINUBIRA Ni ukuvuga ko ugomba kureka umukiriya akavuga utamuciye mu ijambo. Ntukamwereke ko warangije kumenya ikibazo. Uburyo bwihariye ushobora kwerekamo umukiriya ko wumvise ikibazo cye ni ugusubira mu byo yavuze ko atishimiye ukabivuga mu yandi magambo. Urugero: “ Mumaze kumbwira ko amabara ari ku gitabo atari yo neza twumvikanye, si byo niba numvise neza?”

Ku byambayeho rero mu icapiro, nagize amahirwe kuvugana n’umuyobozi wari umuhanga ahita asaba ko bakongera bagasohora ibindi bitabo bikosoye. Ubu ngenda namamaza iryo capiro kuko nzi ko iyo hari ibyakozwe nabi bashobora kubikosora. UGOMBA GUSHIMIRA UMUKIRIYA IYO ARANGIJE KUKUBWIRA IBYO YINUBIRA.

“Gutanga serivisi nziza bigaragarira mu buryo ubyifatamo iyo habaye akabazo kabatunguye”

MUSABE IMBABAZI Ushobora kuba ari wowe wateje ikibazo cyangwa ari undi mukorana wagiteje, byose ni kimwe kuko iryo kosa rishyirwa ku kigo kandi ni wowe ugihagarariye! Ugomba kumva neza icyo umukiriya yinubira hanyuma ukamusaba imbabazi. Nukiregure cyangwa ngo wisobanure. Umukiriya ntaba ashishikajwe kumenya uko serivisi yatanzwe nabi n’uwabikoze. SHAKIRA ICYO KIBAZO IGISUBIZO. Impamvu nyamukuru umukiriya akubwira ikibazo yagize ni uko aba akeneye igisubizo. Gusaba imbabazi ukarenza urugero ntibikemura ikibazo. Icyo umukiriya aba akeneye ni igisubizo.

Kubera iki? Iyo umukiriya akugaragarije ko hari icyo atishimiye aba akoze ikintu gikomeye,” “ Nshishikajwe n’uko ibikorwa byawe byatera imbere.” Baba baguhaye akanya ko gukemura ikibazo ufite kugira ngo bazagaruke. Bashimire kuko baguhaye andi mahirwe yo kunoza serivisi ubaha. Gerageza gukosora ibitagenda neza kuko bifitiye inyungu ikomeye ikigo cyawe kuba cyakemuye ikibazo gifite kandi ugakora ku buryo bitazongera. Ibyo abakiriya binubira bifasha ikigo cyawe kugira ibyo gikosora ntukabijundike ahubwo ujye ubashimira kuba bakweretse ibitagenda. sidossou@theservicemag.com

Nkuko Donald Porter abisobanura: “Abakiriya bazi ko nta byera ngo de. Icyo baba bagutegerejeho ni ugukosora ibitagenda.”

Our new website The ServiceMag website has a new look and we are confident that the changes will make the site easier to enjoy and easier on the eye. We’ve listed to your feedback and have added quick links to your favourite items such as Lead Stories, For you Manger and Have your Say. Back Issues are one click away alongside our Review section on Books, Travel and Restaurants. This is the beginning of a significant refresh of our entire Social Media presence and as ever, we’re keen to hear your views on content and format. Watch out over the next few weeks for even more new features on the site The SERVICEMAG Dec-Feb 2013

FEATURE ICT

PREPARING FOR A SALES JOB EMBRACING ON-LINE MARKETING IN 2013 1996. On my first job as a life insurance agent I had just landed my biggest prospect to date, then. I was now in his office, this Chief Engineer of a multinational firm. After the flawless presentation we found a vacuum which my product could fill and agreed that I submit a sample of the contract for his perusal before he makes a final decision. Boy, was I ready! I flashed it from my folder and gave it to him. He promised to revert in a week’s time. And that’s when it all went haywire! By Kezio-Musoke David

Over the years, as a firm we have sieved preparation into representation, repertoire, research, rehearsal and repetition.

One day my wife was looking for a day back. Among several, one stood out. She beckoned her and as she approached, my wife You see, I had noticed and escalated a gaping anomaly in the saw emblazoned across her worn T-shirt the word LOSER. The In the last issue I wrote about how small companies (and even big ones) can utilize social wording which was unfair to the client. My copy of the contract interview was over before it started. First impressions may not media in service delivery. Some of ‘The ServiceMag’ readers thought that I probably should even had this offending sentence underlined. And I had just be the last impression, but in presentations they are. Looking have probably broadened the subject to cater for how all on-line platforms can be utilized … submitted the same copy to the prospect! Long story short, I presentable need not to be an expensive affair; you look sharper not only in service delivery but also in marketing. was fried! in an ironed second shirt than you do a creased Giorgio Armani The year 2013 offers far larger opportunities in that aspect, probably because we are a little more enthusiastic about the growth of a suit. Representation does not stop with how you look on the Rwandan on-line community and data packages. However investing in such trends requires smart timing and consumer analysis. outside. It actually starts with how you carry yourself inside. Your Today, while training, I usually give this story to demonstrate but that doesn’t stop us from utilizing the readily available significant other may have forced you into that impeccable suit that you can never be too prepared. Like most everything platforms like Facebook, Twitter, Group emailing, group txt-ing but it is useless when you wear it with a loser’s attitude. else in life the basics what people forget and are wonder Very many times our istrend-marketing returns only why as good etc … etc. relationships andeducated professional) are going wrong as ones ability(social to make guesses but one needsdespite advice Lets take group emailing for example. Here you collect all emails gaining experience. to avoidmore turning educated guesses into marketing messes. of your consumers and once in a while you can send them On-line marketing hasn’t seen a revolutionary trend in Rwanda 24

The SERVICEMAG Dec-Feb 2013

FEATURE ICT product information in a group email. It isn’t hard to justify an investment in email marketing as well because the cost of sending group emails to a targeted group of your consumers or a customer is so low. One mailing Yahoo group called KigaliLife has built a self censored, reputation being a user friendly on-line marketing one-stop center where one can easily market or browse for a unique product or service in Rwanda. Most of Rwandan consumers I have personally talked to still consider email to be their primary form of communication even though there are several alternative ways for consumers to subscribe to periodic source of information from small businesses. When one looks at a number of company son-line platforms one still wonders whether marketers ever brainstorm strategies to effectively promote their product. Social media for example has one redeeming quality for marketers – lots and lots of eyeballs. This can be attractive if you are a major brand, but profitable interaction will continue to be the exception for small businesses rather than the rule. What about mobile marketing? Demand is increasing for mobile applications and web-browsing due to wider adoption of smartphone … it is estimated that there are thousands of smart phones in Rwanda.

to market its services has to look for small business marketing services to start proving low cost market solutions like text messaging, mobile email marketing, mobile websites, mobile applications development and location based marketing. You can use tools like Google Analytics to see how many people are visiting your website using mobile web-browsers. Begin testing by sending a few mobile coupons via text or building a mobile micro-site for one of your products Lastly it is important to note that Internet marketing trends develop and evolve quickly. Your business may need or might not need to utilize on-line marketing. Don’t be too quick to jump on bandwagons because consumers move more slowly than marketers and technology. Stay focused on attracting relationships with your brand and solving problems for people. Those are the trends that never fail small businesses. The writer is Managing Partner of Beehive, a Rwandan a PR firm based Kigali.To read his personal blog please visit www.kezio-musoke.com

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COVER FEATURE STORY

INYANGE INDUSTRIES EXPECTS TO BREAKEVEN NEXT YEAR

Rwanda’s largest food processing company, Inyange Industries is envisaging a ‘break-even’ in the next one year. Sudadi Kayitana, Inyange’s Managing Director, talked to The ServiceMag’s Saul Butera about the company’s prospects and below, the excerpts. What is the current status at Inyange Industries in terms of production and products?

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Inyange Industries Ltd, is a company that was incorporated in 1997, fully owned by Rwandans. By that time is was a small plant, in 2010 it migrated to a state of art plant in Masaka. The plant in Masaka has a combined capacity of 100,000 liters per day and this includes milk products, five flavors of different juices and mineral water. Today the current plant is operating at 40 percent capacity and will hopefully upgrade to 60 percent capacity in 2013.

Any plans of introducing new products on the market? Before the end of this year, Inyange will have three more new products in the juice segment and early next year, we plan to have three more products of milk.

Are you exporting some of your products? If yes in which countries basically which country is your major export destination?

I would say confidently that currently Inyange is in good books with the farmers. We have agreed to have quarterly meetings and they have been going on throughout this year. We exchange information and now we donâ&#x20AC;&#x2122;t have any outstanding issues.

How is Inyange coping with the competition from regional food products? Competitive edge is in quality, in the region we think Inyange as a brand is respected of its quality imbedded in its products. However, there is stiff competition like any other first moving consumer goods, but because of that competitive edge, we think we will make it in the region and locally we remain the dominant brand.

Being the countryâ&#x20AC;&#x2122;s leading food processing company, can you share with our readers the current balance sheet of the company?

Inyange is currently exporting various products mainly to Uganda where we are exporting juices and also in Burundi where we are exporting Milk. Uganda is the biggest contributor to our exporting market today. DR Congo was one of our exporting destinations but then due to conflicts in eastern DR Congo, exports have slowed down.

As I said the new plant was inaugurated in 2010, if we look at revenues, I would say Inyange as today started in 2010 and the growth rate in terms of revenues has been on the average of 40 percent.

Outside the region, we are in talks with various export traders, traders have approached us from Congo Brazzaville and Gabon, and we are still working out the logistical part as it has a very big impact of the costing.

As I said we are only using 40 percent and we can breakeven if we surpass the 50 percent mark in terms of capacity utilization. We see this coming sooner than we anticipated, because the response for our products on the market is very positive and we could break-even as early as next year.

Inyange industry has been said to have issues with local farmers. What do you have to say about this?

When is Inyange expecting to break even?

Recently the company acquired five refrigerated truck to boost milk supply, how has this helped in the in the The SERVICEMAG Dec-Feb 2013

COVER FEATURE STORY

INYANGE INDUSTRIES EXPECTS TO BREAKEVEN NEXT YEAR

milk delivery chain? The thinking and strategy behind the investment into the refrigerated trucks is boost the supply in our cold chain products. We aim to use these tracks to cover upcountry and previously because of the limitations in transporting cold chain products we were supplying Kigali mainlyâ&#x20AC;&#x201D;but now we are going upcountry and we intend to extend the supply chain to Bujumbura.

What is Inyangeâ&#x20AC;&#x2122;s current local market share? Currently we can proudly say its over 85 percent.

Last but not least, is Inyange Industries, involved in any Corporate Social Responsibility (CSR)? Inyange is a family brand, and we are involved in a number of social events mainly CRS and brand visibility. Currently, we are sponsoring the Under-17 football team, support farmers. Any last message to our readers? I request the readers to support the Inyange Brand, because support Inyange brand is supporting the Rwandan farmer and Inyange will stay sure that people will get quality products. 28

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QUICK FACTS Inyange offers Fresh Milk, which include; Pasteurised and homogenised whole Milk: 2lrs, 3ltrs and 5ltrs as well as UHT Milk: 500 & 1000ml Fresh Cream: 500 ml, Yogurt: 130, 250 & 400ml. Inyange Yogurt flavors: plain, apricot, vanilla, banana, strawberry and pineapple. Also Milk Dispensers. Inyange Mineral water is packaged in bottles of: 500ml, 1l, 18L Gallons. Nectars and Juice Drinks, which come in different flavours; orange, pineapple, passion fruit, Mango and apple. Inyange also intends, as it expands its production capacity, to expand its product line by introducing new products: ice-cream, butter and ghee, tapping into a virgin or underserved market.

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CELEBRATING OF

3 YEARS

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GBV ONE STOP CENTRES BREAKING THE CYCLE OF VIOLENCE IN RWANDA By TSM Reporter

Gender Based Violence, a reference to physical, emotional, sexual and economic abuse still remains a major problem in the Rwandan society.

Gender Based Violence, a reference to physical, emotional, sexual and economic abuse still remains a major problem in the Rwandan society. As a result, structures and systems such as the Gihundwe and Isange One Stop Centres against Gender Based Violence (GBV) and child abuse in Rusizi District and Kigali respectively, have been installed to complement national efforts in responding to violence. The One Stop Centres are specialized free-of-charge referral centres that are affiliated to bigger public hospitals, in this case, the Gihundwe District Hospital and Kacyiru Police Hospital; and act as places where survivors of GBV and child abuse can find a whole range of services such 30

as; medical care, psychosocial support, police and legal support as the collection of forensic evidence where necessary. The Gihundwe One Stop Centre In September 2010, Gihundwe One Stop Centre was opened to reach out to survivors of violence in Rusizi District and increasingly, in Nyamasheke District. The centre works closely with the police, sector, cell and umudugudu (Village) leaders, community policing, hospitals and health centres from surrounding areas as a way of identifying victims of violence in the area. Dr. Placide Nshizirungu, the Director of Gihundwe District Hospital says several cases of GBV are reported within the Western province and having the One Stop Centre (OSC) at

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the hospital provides relief for people who are abused. “Before 2010, Gihundwe hospital attended to only the medical and psychological needs of victims of violence but today we are able to provide extensive care and follow up towards patients who visit the One-Stop Centre,” Dr. Nshizirungu said. However, the Hospital Directors says that, many people are not as informed as they should and are not fully making use of the free services offered here. “People are mostly afraid of revealing their abusive situation due to a cultural mentality that considers opening up about domestic or child abuse as shameful,” he explains. Georgine Uwugumiye, Gihundwe OSC Coordinator, says the coordination

of the centre is based on the principles of the survivor’s consent or choice, confidentiality as well as the respect of the dignity and rights of the survivor. This involves sensitization, treatment and follow-up on recovery of survivors of violence as well as investigating GBV crimes and prosecuting perpetrators of violence in the Rusizi community. Since the centre opened in 2010, the highest number of GBV cases recorded monthly is 49 while the lowest recorded number is 15. The most common GBV cases are domestic violence which involves physical, sexual, emotional and economic violence, mostly inflicted on women by their husbands while sexual violence is predominant

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among little children and adolescent girls. Cycle of Violence As of September 2010 to December 2011, the centre has received a total of 575 victims, out of which the majority are girls and women. Based on the collected statistics, the most vulnerable age group for GBV seems to be girls between 16 and 20 years, who are mostly victims of sexual violence. Many of the girls fall victim to socalled sugar daddies, boyfriends and prying relatives, according to Clinical Psychologist Esperance Mukarugaba. Additionally, women above 40 years are the second most affected victims of domestic violence, a factor attributed to cultural beliefs and mentalities. “People believe that it is okay to get beaten by their husbands or abused by the men in their families. Many girls who are raped are told to stay silent by their families because culturally, getting raped makes them ineligible for marriage,” Mukarugaba says. The Demographic Health Survey (DHS) 2010 report indicates that 56 percent of Rwandan women believe that wife beating is justified under certain circumstances. Surprisingly, only 25 percent of men agree with this statement. “We have had many cases of

girls who are raped and get pregnant at the ages of 13, 14 or 15. They mostly come to the OSC when it’s too late and even when the case reaches court it’s difficult to prove anything because forensic evidence is lost. “Sexual and domestic violence has been part of many homes and the society for a very long time such that many have accepted it. This is a big hindrance to the fight against GBV,” explains Mukaruhgaba. “Nevertheless, traumatized women and children can be treated at the centre over a period of time depending on the depth of their infliction,” the Psychologist emphasizes. Police Gender Desk The Gender Desk at the OSC is responsible for investigating and prosecuting cases of GBV. This involves filling out a requisition form with information which makes investigation and follow-up easy. “Survivors of violence need to report cases as truthfully as possible so that we can help them in the best possible way,” says Alphonsine Nyiraminani, who heads the Police Gender Desk at the centre. In cases of rape and defilement, the One Stop Centre will provide; a PEP Kit (Post Exposure Prophylaxis) a drug that prevents HIV/

Aids contraction as well as medication to stop the risk of pregnancy.

gets extremely bad,” says Chantal Mukakayibanda, a Social Worker at the centre.

Pascasie Mukaruhigira, the Nurse at the Gihundwe OSC says she treats high numbers of sexual and physical abuse. “Patients are carefully examined and in situations of sexual violation, laboratory tests have to be taken to assess the extent of damage and to preserve forensic evidence. This way we can refer patients for further treatment to a doctor, gynecologist or report to the police for investigation if its child abuse,” says Mukaruhigira. It is mandatory that if a survivor of violence is under 18 years, the nurse reports the case to the police if they suspect that a crime is committed whereas if the survivor is above 18 years, it’s their choice to report the crime. Sensitization against GBV Social workers play a key role at the OSC as they are the first line of contact with survivors. They will mostly require the use of good judgment to guide a survivor to a psychologist if they are in a state of shock and to a paralegal officer for legal support and protection if they request it.

“We always try to educate people on how to avoid and prevent situations leading to GBV. We explain the purpose of abstinence and encourage adolescent girls to pursue their education as a priority,” Mukakayibanda says. Impact of Gihundwe OSC

“We have realized that, many adolescents and women are not aware of their rights and that’s why they take long to report abuse until the violence

•Couples in conflict program In August, 2012, with support from UNFPA, a GBV training was carried out in Rusizi for 180 couples who were living in conflict. Several husbands were able to understand the various forms of violence and didn’t even realize they were committing GBV. •Partnership with Nyamasheke District As a result of the success of the GBV trainings, partnerships with Nyamasheke District are in place as more local leaders have expressed the need to sensitize families in their villages. Additionally, the GBV Clubs set up in schools and universities and GBV Committees at the village level, are platforms that ensure that students and women are aware of their human rights. According to the Uwugumiye, the Gihundwe OSC Coordinator, it takes time to change the mentality of communities and consequently eradicate Gender Based Violence.

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ROLE OF UNFPA IN THE GBV FIGHT Since 2008, UNFPA worked together with UNICEF and UN Women in a joint approach. We started with an overall assessment with the Ministry of Gender and Family Promotion (MIGEPROF) on the current situation of GBV in Rwanda and mapping available services.

From this initial assessment, it was clear that there were some strengths and gaps. One of the strengths was that a lot of efforts

weremade to prevent GBV but there was a gap in service provision, a lack of central data which made it difficult to get overall GBV statistics and the coordination between different stakeholders was weak. The last is a challenge across all countriesbecause GBV requires a multisectoral approach which means that different ministries and institutions have to work together without one having sole ownership of the GBVprogramme.

existing centres, supporting staff training, as well as development of minimum standards of care and increasing access to the same type and quality of services across the country. Challenges Due to stigmatization and silence,there is a lot of under-reporting onGBVin many

Since many women are economically dependent on their abusive husbands, even when they seek legal help at the OSC, they sometimes withdraw their complaints because they feel they and their children cannot survive if their husbands are in jail. This calls for more economic empowerment of women especially in rural settings as a way of eradicating GBV.

Consequently, there were a couple of exchange visits where Rwandans went to visit South Africa and Zambia to look at the models they were using.

Consequently, there were a couple of exchange visits where Rwandans went to South Africa and Zambia to look at the models there. As a result, in 2009 they developed the GBV One Stop Centre Model (OSC)for Rwanda which was piloted at the Kacyiru Police Hospital as the Isange OSC. The second pilot OSC was established at the Gihundwe District Hospital in Rusizi, Western Province. Based on the success of these pilots, the Government of Rwanda decided to expand the OSC model to all District hospitals. This will make sure that the centre is close to the population and enable work through a referral system where health centres can offer basic services andrefer patients to the OSC at the District level. Together with UNICEF and UN Women, UNFPA’s role is in strengthening the 32

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countries, implying that the statistics do not necessarily reflect reality. So there remains abig need for awareness raising. Data from the 2010 Demographic Health Survey report indicate that 56% of Rwandan women believe that it’s justified for their husbands to beat them under certain circumstances—that is a very high number. Also, 48% of all women have experienced some form of physical or sexual violence—that is almost one out of every two women. And yet, many don’t speak out so theysuffer silently from the psychological and physical consequences of GBV and are often trapped in the cycle of violence.

Biggest achievements In2010-2011, UNFPA together with UNICEF supported MIGEPROF in the development of the GBV Policy and Strategic Plan, and now we have to move towards implementation. We’ve also been part of setting up thepilotOSCs and aresupporting the Government in the scale-up of OSCs. Additionally, we carry out trainings and awareness campaigns at the village level as well as with GBV clubs in secondary schools and universities. We’ve also been training organisations working in refugee campson the treatment and prevention of GBV.

FEATURE FOCUS

VOXPOP: VIEWS OF KEY FIGURES ON GBV Days of Activism.

Hon. Alphonsine Mukarugema, President of FFRP (Forum for Female Rwandan Parliamentarians) and Chairperson of WRA-Rwanda (White Ribbon Alliance for Safe Motherhood, Rwanda) On the impact of the GBV Law, she says: “The GBV law, will fast track mindset change among Rwandan people in regard to their living conditions at household level. This will enhance better communication amongst family members and improve relationships between neighbours as they keep each other accountable and hence end violence within homes. Women are the first beneficiaries of the GBV law and children too will enjoy growing up in peaceful and loving families.

Dr. PlacideNshizirungu, Director of Gihundwe District Hospital On speaking out against violence, he says: “Women and children who are violated, should feel free to explain their problems and ignore the cultural barriers that are hindering them from speaking out. I encourage them to come directly to the One stop Centre irrespective of their neighbor’s, husband’s or friends’ opinions about speaking out against GBV.

On breaking the cycle of violence she says: “All people in society—women and girls, men and boys—should work hand-in-hand and be aware of their human rights. They have to denounce any form or cause of violence and mobilise their community with one voice against GBV. Anyone caught in the cycle of violence should go to the nearest One Stop Center to declare his/her problem and get medical and legal aid. Doing so enables the community (parents, neighbours, friends, religious leaders, etc) to play a critical role in assessing the root causes of that cycle of violence and suggest real-time solutions that will lead to peaceful co-existence. Otherwise, the jurisdictions are in place to take the appropriate decision.”

Ms. Faith Mbabazi, Editor in Chief Orinfor and President of ARFEM (Association of Rwandan Female Journalists) “We as journalists have the power to write and air out voices as we help people to speak out against Gender Based Violence. For example, as female journalists, we are setting off a campaign against alcohol abuse based on the book, ‘Global Hangover’ that shows how alcohol fast tracks GBV. We held a capacity building workshop for 30 radio journalists to mark the 16

“Survivors of violence shouldn’t be afraid of the repercussions of coming to the OSC to report perpetrators of violence because this is one of the ways we can best help them and bring wrong doers to justice as we stop GBV in our community.”

“In my opinion, there is a lot of gender misinterpretation among people which mostly roots from cultural upbringing where gender roles are clearly marked in our society. However, the media can properly interpret gender, clarify and educate society on why peaceful coexistence within families is an important factor in the eradication of GBV.” Mr. Jacques Komezusenge, Lawyer at Gihundwe One Stop Centre. “Legal representation for GBV victims is very important because it helps to place them in a safer place, away from their abusers. When we get complaints at the One Stop Centre, we open a case after the full consent of the victim. However there are times when the victims of violence, especially the women, decide to withdraw their cases against their husbands, before it gets to court. Because many of these women still economically depend on their husbands, they fear they might lose their livelihood. Also, delays in court processes and prosecution discourages some people from pursuing justice. However, when we have enough evidence and the full consent of the victims, we work together with the police and staff at the One Stop Centres to provide legal aid and justice for victims of violence.”

Consequently, there were a couple of exchange visits where Rwandans went to visit South Africa and Zambia to look at the models they were using. The SERVICEMAG Dec-Feb 2013

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ISANGE ONE STOP CENTRE

Q&A with Shafiga Murebwayire, Coordinator of Isange One Stop Centre TSM: How many cases of GBV does the center receive? SHAFIGA: On average, we receive eight victims daily. Statistics at the centre indicate that women (including children) account for 88.9%, men (including children) account for 11.2% while children (female and male) account for 49%. TSM: What is the most common case of abuse among children, women and men. SHAFIGA: Children cases treated at the centre are mostly a result of sexual assault. The biggest numbers of women are victims of physical violence and men emotional violence (Domestic violence). TSM: How do you handle child abuse cases? SHAFIGA: When counseling children, we use ‘child therapy’ that is unique in its methodology. Treatment and follow up for children requires that their parents are involved, as they facilitate information collection for the Doctor. Parents are also expected to be present to assist children with acquiring the necessary medical and legal evidence that can be used in the courts of law—all these are done in the presence of a Social Worker. TSM: What is the major challenge of dealing with GBV victims at the Isange OSC? SHAFIGA: The biggest challenge is delayed reporting of abuse which leads to the loss of evidence and consequently suspects walk free as they cannot be convicted in courts of law without proof of a crime.

TSM: Why is visiting the Isange OSC important? This important as all the services at the Isange OSC are interconnected, a multidisciplinary approach is used, it calls for different disciplines to get involved in responding and provision of a holistic care to victims. This quickens the process and allows us to respond urgently in a professional way while maintaining high confidentiality as we meet the needs of survivors of violence.

Testimonies of GBV survivors at Gihundwe OSC PEP treatment for defiled girls In the village of Mirara located on Nkombo Island, a 13-year-old school girl (Names withheld) while on her way back from school, was trapped and raped by her uncle. Her mother Franciose, was distraught when she found her daughter in a terrible state at her brothers home. Unlike many who keep silent, Francoise rushed to report the case to the local authorities who referred her to the Police and eventually started a witch-hunt with the locals. The perpetrator was caught and placed behind bars for prosecution. “It was the Police who brought us to the centre for treatment. I want to thank all those people who helped to catch that man,” said Francoise. Regarding her health, Antoinette says she feels that her health will improve because she got quick treatment at the centre. It was her second visit at the OSC to receive her PEP (Post Exposure Prophylaxis) treatment. Child defilement is one of the highest cases the Gihundwe OSC handles. In some instances, child abuse statistics are higher than the cases of GBV among adults—for example in the 1st quarter of 2012, 52 cases of defilement were recorded among girls below 18 years while 35 cases of abused adult women were reported at the Gihundwe OSC. Breaking the cycle of violence Veronique Mukashyaka has suffered at the violent hands of her husband for seven years. It wasn’t the first time she has been admitted in a critical condition at the Gihundwe OSC. “My husband beats me all the time because I have no children with him. Even though we are legally married, he brought another woman at our home and always torments me saying I should leave,” said the 32-year-old farmer’s wife. Domestic violence is the most common form of GBV reported among adults at the One Stop Centres. This is mostly inflicted by husbands on their wives. Due to economic dependence Mukashyaka has no other place to go. “I asked him to give me my share of the property we built together for seven years so that I can leave and start a new life elsewhere but he refused,” said Mukashyaka. Through the One Stop centre, she is trying to get legal separation with the help of a lawyer

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Byanditswe na Runanira Richmond

IMPAMVU IBIGO NYARWANDA BIKENEYE IMENYEKANISHA MAKURU Ibiro bishinzwe imenyekanishamakuru (public relations ) mu kigo runaka, abahanga bemeza ko ari umurimo urangwa no gutanga amatangazo agenewe abanyamakuru, gutaka ibibera mu kigo, gukora ubuvugizi hamwe no kubaka isura nziza y’ ikigo n’abakozi bacyo. Kugeza uyu munsi hari ibigo byagiye bivuka ariko ntibihe agaciro ko gushyiraho ibiro bishinzwe izo nshingano twavuze haruguru. Ku bakoresha bamwe bacyibwira ko bakora inshingano zose icyarimwe kuko ibigo bayobora bikiri bito cyangwa se 36

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inshingano zihari ari nke, ni byiza ko bazamura imyumvire kuko uko ikigo kigenda gikura ni nako umubare w’abakiriya cyangwa abakigana wiyongera. Kugira ikigo rero ntibihagije kuko abantu bakeneye kumenya ibyo ukora, n’aho ukorera kandi ku buryo buhoraho. Aha ntabwo tuvuze gusa ibigo bito ahubwo n’ibigo bimaze kubaka izina bigomba gushyira imbaraga mu gutanga amakuru ahoraho ku bakiriya cyangwa abagana ibyo bigo.

FOR YOUFEATURE MANAGER Dore zimwe mu mpamvu ibigo by’ iwacu bikeneye gukora imenyekanisha makuru. Reka duhere ku bigo bimaze imyaka myinshi bikora ariko wabaza abazi ibikorwa byabo ugasanga ari bake cyane, ahanini ibi biterwa n’ubushake buke bwa nyiri bikorwa bashyize mu kumenyekanisha imirimo yabo, ikibabaje ni uko bamwe muri aba bantu baba bafite ibikorwa byiza ariko umusaruro utiyongera kubera ko abakora bimwe nawe bamurusha imenyekanisha makuru. Hari ukuba ufite urubuga kuri interineti, rugaragaza amakuru n’ibisobanuro ku bikorwa byawe ariko nyamara wajya kureba ugasanga abarusura ari mbarwa kandi n’umubare w’abantu bahora bakubaza ibyo ukora n’ aho ukorera wiyongera . Ibi bivuze ko abantu badafite amakuru y’ ibyo ukora, kugira urubuga gusa ntibihagije. Ku bigo bimwe biba bifite amakuru ariko nta muntu uhari wo kuyatangaza, ibi bigaruka kuri wa mukoresha ukora imirimo yose, ayobora abakozi, acunga imari, ashaka abakiriya n’ ibindi. Bityo ugasanga umwanya mwinshi yawumaze mu bindi maze uwo kubaka isura y’ikigo ukabura bityo n’abakiriya yabonye bakamuvanaho icyizere, muri make uyu mushoramari aba yibanda mu kwinjiza amafaranga gusa.

umuryango w’ibihugu by’Afurika y’iburasirazuba @ MINEACRwanda n’ izindi. Akarusho kuri Twitter ni uko byoroshye gushaka igikorwa runaka hifashishijwe ikimenyetso cy’ akadirishya # (Hashtag) . Izi mbuga mpuza-mbaga rero zitanga amahirwe no ku bantu bakoresha amashusho.Youtube ni rumwe mu rubuga rufite abayoboke miliyoni 49. Uru rubuga rushobora kudakundira bamwe ariko nimwe mu nzira yafasha kwegera abakiriya badakunda gusoma ahubwo bakunda kureba amashusho. Aha twavuga nk’ abacuruza ibintu bisaba ubusobanuro bwinshi , maze ubutumwa bukajya mu mashusho. Uburyo bwo kohereza ubutumwa bugufi kuri telefoni ni imwe mu nzira imaze kwifashishwa na benshi kandi itanga umusaruro mwiza hiyongereyeho n’inzira ya email byaba akarusho. Kuba igikorwa cy’imenyekanisha makuru cyaramaze gufata indi ntera muri iki gihe, ni byiza ko abafite ibigo cg imirimo bakora bashyira ingufu mu gutanga amakuru. runapmmv@yahoo.co.uk

Mu gihe tugezemo kubaka isura nziza y’ikigo, bitanga icyizere gikomeye ku bakiriya n’abakugana. Kubaka isura y’ikigo ntabwo bigikorerwa mu gikari nka kera ahubwo byegerejwe abakiriya. Ku bigo bireba kure, Imenyekanisha makuru ubu ryamaze gufata indi ntera. Ku bantu benshi bikorera hamwe n’ibigo ntabwo bari batinyuka gukoresha imbuga mpuza-mbaga (social media) kubera amategeko amwe n’amwe agenga ibyo bigo, cyangwa se bitewe n’ubushake buke. Nyamara ku rubuga rumaze kubaka izina nka Facebook rufite abayoboke bagera kuri miliyoni 500 bose,ibigo hamwe n’abikorera bashobora gukoresha aya mahirwe bakinjira kuri uru rubuga, hano iwacu, maze bagasaba abakiriya babo kuba inshuti, uru rubuga rwemera abaruriho gushyiraho amafoto, gukora ibiganiro hamwe n’abakiriya cyangwa abifuza gusobanuza ibyo bashaka kumenya neza. Akarusho ni uko ibi byose nta kiguzi bisaba. Urubuga rwa Twitter rumaze kwitabirwa n’abantu bageze kuri miliyoni 190 ku isi, aho usanga ibigo by’ abikorera, ibya leta hamwe n’ amaminisiteri yaramaze gukoresha aya mahirwe yo kwegereza abaturage amakuru. Mu bigo twavuga nka MTN Rwanda @MTNRwanda, TIGO @ TigoRwanda naho muri Minisiteri hari nka Ministeri y’ubucuruzi n’inganda @MinicomRwanda, Ministeri ishinzwe

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COMMENT RÉUSSIR L’INTÉGRATION DE VOS NOUVEAUX COLLABORATEURS Vous venez enfin de trouver la perle rare pour votre entreprise. Félicitations car la recherche de ce nouvel employé est un vrai parcours du combattant. Il est donc important de ne pas bâcler son intégration au sein de l’équipe car cette étape est déterminante. Pour le faire, il faut respecter ce processus qui débutera même avant l’arrivée du nouvel employé et qui se poursuivra après plusieurs mois. Voici dix conseils que j’ai lu et trouvé nécessaire pour que tout se passe dans les meilleures conditions. Je partage l’article avec vous. “Pour optimiser les chances de motiver et favoriser l’engagement d’un nouveau collaborateur sans déstabiliser l’équipe existante, il faut procéder par étapes. Voici les conseils de Claude Desbordes, directeur du consulting du cabinet Mastership, formation et conseil en management. MOBILISEZ LES RESSOURCES Première étape, avant même que votre nouveau collaborateur

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arrive, mettez en place les ressources nécessaires : ligne de téléphone, poste de travail, bureau, ordinateur, connexion Internet si besoin est, etc. Cette étape paraît anodine, mais il arrive que tout ne soit pas prêt, ce qui provoque une mauvaise impression chez le nouvel arrivé et constitue une perte de temps pour l’entreprise. Prévoyez donc les délais nécessaires en contactant les personnes chargées de l’installation, et assurezvous que tout soit prêt à temps. ANNONCEZ SON ARRIVÉE Bien intégrer un nouveau collaborateur, c’est annoncer sa

FOR YOUFEATURE MANAGER présence dans l’entreprise mais également en externe. Avant le jour J, assurez-vous que le nouvel arrivant figure bien dans le trombinoscope, l’organigramme sur le site Intranet ou Internet de l’entreprise. Prévenez l’équipe de son arrivée, de son poste et sa fonction, pour qu’elle ne soit pas surprise et prise au dépourvu. Pour les nouveaux managers ou cadres à responsabilités, il peut être utile de faire un communiqué de presse. PRENEZ DU TEMPS POUR L’ACCUEILLIR En tant que manager ou responsable hiérarchique, bloquez une plage horaire, d’une heure ou deux, voire plus, ou même un déjeuner, pour mettre en place un lien avec le nouvel arrivant. “Contrairement à ce que l’on pourrait penser au premier abord, souligne Claude Desbordes, ce n’est pas une perte de temps car cet investissement s’en ressentira à court comme à long terme. Il y a beaucoup de détails sur lesquels la personne ne reviendra pas.” Si vous ne prenez pas le temps qu’il faut pour son accueil, vous serez sollicité par la suite à plusieurs reprises. RÉINITIALISEZ SES SENS “Lors de ce laps de temps nécessaire au démarrage, note Claude Desbordes, il faut réinitialiser la perception sensorielle du collaborateur par rapport à la situation dans laquelle il se trouve.” En clair, revenez sur les choses abordées et expliquées pendant l’entretien de recrutement : visite de l’établissement, ambiance de l’entreprise, sa vision, ses activités, etc... “Le tout pour que la personne soit en éveil.” REVENEZ SUR LE PÉRIMÈTRE DU POSTE Ensuite, il est important de définir à nouveau le territoire de votre nouveau collaborateur et quels sont les éléments de motivation. Vous évoquerez la richesse du poste et de la fonction, sa mission et son rôle dans l’entreprise, son engagement. En dernier lieu, vous fixerez des objectifs suivant un certain horizon, six mois, un an... Claude Desbordes constate qu’à l’issue de cet entretien, “le nouvel arrivant doit se sentir comme un poisson dans l’eau.” Ces deux dernières étapes - réinitialisation des sens et définition du périmètre du poste permettent à l’arrivant de vérifier à nouveau ce qu’il veut et si le poste est bien conforme à ce qu’il attendait. EVITEZ LES PROCÉDURES Trop souvent les entreprises remettent aux nouveaux arrivants un livret d’accueil, certes bien fait, et laisse ce dernier se débrouiller en lui disant : “Lisez le, vous allez comprendre”. Pourtant, “c’est loin d’être le meilleur moyen pour faire prendre conscience à quelqu’un des enjeux de sa mission, intervient Claude Desbordes. Parfois les procédures d’intégration sont nommées, mais n’existent pas réellement. Et trop de managers s’appuient encore sur des concepts, des textes ou des procédures”. PRÉSENTEZ-LE À SES COLLABORATEURS Ne présentez pas l’équipe trop tôt car cela évite des situations

qui peuvent être délicates. “Souvent, le jour d’arrivée d’un nouveau membre n’a pas été annoncé, observe Claude Desbordes, ce qui exclut l’arrivant d’une dynamique d’intégration car personne ne l’attend.” Si vous avez opté pour une journée dédiée au nouveau collaborateur avec accueil le matin, déjeuner informel et décontracté le midi, proposez-lui de rencontrer dans l’après-midi les personnes avec qui il va travailler, y compris le directeur général si l’occasion se présente et les responsables de services. Le nouvel arrivant a besoin d’acclimatation et de sécurisation” “La sociabilité de l’individu ne se fait pas en deux minutes le matin quand il arrive, à froid, prévient Claude Desbordes. Le nouvel arrivant a besoin d’acclimatation et de sécurisation.” Il ne faut donc pas sauter ou inverser les étapes de l’accueil ou de l’intégration. “Après, mais seulement après, il pourra échanger à loisir avec les autres membres de l’entreprise, arriver le deuxième jour sécurisé et confiant. Les émotions ont un rôle important et l’on s’en souvient des années plus tard.” IMPLIQUEZ L’ÉQUIPE Ne soyez pas non plus omniprésent, et ne précipitez pas un déjeuner avec l’équipe et vous-même. Laissez votre collaborateur prendre ses marques dans l’équipe, et celleci prendre connaissance de lui par elle-même. Il faut savoir ménager vos collaborateurs qui, eux aussi, voient arriver dans leur quotidien un inconnu. Sachez également déléguer et impliquer votre équipe : remontée d’information sur l’intégration et le travail du nouveau collaborateur, appui si celui-ci a besoin de conseils ou de renseignements. ASSUREZ UN SUIVI Dans les premiers temps tout au moins, vous devez rester en soutien du nouveau collaborateur au cas où il aurait des questions, rencontrerait des problèmes. N’hésitez pas à lui dire “ma porte reste ouverte...”, sachant que les membres de l’équipe sont également là. “Au début, vérifiez une fois par jour si tout va bien, par exemple le matin à la pause café”, conseille Claude Desbordes. Nul besoin de formaliser le rendez-vous. “Au bout d’une semaine effectuez un débriefing, notamment pour évaluer la situation de votre collaborateur - ce qui fonctionne ou pas, les besoins de formation - voire le recadrer.” MOBILISEZ-LE Rien ne sert de bien accueillir une nouvelle recrue si vous n’avez pas planifié les premières tâches qui lui incombent. Certes, il faut lui laisser le temps de s’acclimater, de prendre connaissance des diverses sources d’information de la société, productions et rapports, procédures, etc. Une tâche de fond permet de l’intégrer activement à l’entreprise. Une tâche de moindre envergure permet, elle, d’évaluer rapidement le travail effectué et donc la suite à donner : rentrer de plain-pied dans sa mission ou le former. “

http://www.journaldunet.com/management/0603/0603128conseil-integration.shtml

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Développer son leadership Résumé par Ezechiel Ouédraogo

John Maxwell disait : « Tout, bien ou mal, dépend du leadership », il devient donc capital voire indispensable d’avoir des leaders à tous les niveaux de nos organisations pour réussir.

Je vous partage aujourd’hui, le résumé d’un des livres qui m’a le plus enseigné sur le leadership. C’est celui de Ken Blanchard et Mark Miller dont le titre est « Comment développer son leadership : 6 préceptes pour les managers. » Les six préceptes sont déclinés à traves le fabuleux modèle : S.E.R.V.I.R

Signalez l’avenir

Tout commence par définir une vision claire « Une vision devient irrésistible si elle attise en vous la passion. Elle dit à tous ceux qui travaillent avec vous qui vous êtes, où vous allez et ce qui détermine vos actions ».

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Engagez les personnes et faites-les grandir.

Il est question non seulement de recruter les personnes qu’il faut mais aussi d’engager le cœur et l’esprit des collaborateurs.

« Tout ce que vous accomplirez, en tant que leader, dépend ultimement des personnes qui vous entourent. Sans cet élément, votre succès sera considérablement limité ». Réinventez sans cesse Cela se fait à trois niveaux • au niveau personnel, il s’agit

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• •

de s’engager à toujours apprendre pour croître personnellement et donner l’exemple aux autres, au niveau des systèmes et procédures, il s’agit de se demander comment pouvons-nous mieux faire notre travail, au niveau de la structure de l’organisation, quels changements devons-nous apporter pour la rendre plus efficace.

Valoriser les résultats et les relations

Nous devons élever les relations au même niveau d’importance que les résultats. « Les gens ne vous tendent pas la main s’ils ne voient pas votre cœur. Pour maximiser ses résultats, le leader doit avoir des attentes élevées à la fois en matière de résultats et en matière de relations ».

Si vous incarnez des valeurs (l’une de nos valeurs est de servir les autres), vous pouvez commencer à conquérir la confiance dont vous avez besoin pour diriger efficacement.

Réfléchissez toujours

« Les meilleurs professeurs sont ceux qui savent qu’ils ne maîtrisent pas tout ». La capacité à se former un successeur est un signe distinctif des meilleurs leaders. Tout le monde a sa grandeur, car chacun peut rendre service. Résumé par Ezéchiel OUEDRAOGO, ezechielo@ successvaluablepartner.com Source : Comment développer son leadership : 6 préceptes pour les managers, écrit par Ken Blanchard et Mark Miller aux éditions, Nouveaux Horizons

Incarnez les valeurs Les gens suivent les leaders en qui ils peuvent avoir confiance. Un leadership authentique est bâti sur la confiance et il ya de nombreuses manières de la faire naître. L’une d’elles est de vivre en cohérence avec les valeurs que l’on professe.

kigaliKonnect.com

Be Konnected! 41

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IS THE RWANDAN EDUCATION SYSTEM PRODUCING ENTREPRENEURS? By Sam Kebongo

Word has it that innovation is crucial to improving a country’s economy, presently and in the future. This is true for big economies like the US (if you watched the American Presidential debates you might have noticed all the talk on developing small businesses) as it is true for Rwanda. 42

Tony Wagner, Harvard University’s first innovation education fellow at the Technology & The SERVICEMAG Dec-Feb 2013

FEATURE WOMEN ENTREPRENEURSHIP Entrepreneurship Centre, in his new book, Creating Innovators: The Making of Young People Who Will Change the World seeks to answer this question. He profiles several young innovators, drawing on interviews with them and their parents, educators and mentors to discover the forces that have driven them to succeed in thinking outside the box. Wagner begins by pointing out that the skills that we give our young people in school are not enough. Further, our economies tend to be consumer-driven economy and in turn driven by debt (deficit financing). Under these circumstances we must do things differently as parents, teachers, mentors and employers. After speaking to a very wide range of young innovators and to all of their parents, he then asked each of them to name a teacher or a mentor who had made the greatest difference in their lives in their development of their capacities to innovate. About a third of them could not name any teachers. Then he asked if they all could name at least some adult in their lives — two-thirds could name a teacher, the other third named mentors. He interviewed each one of those teachers and mentors, trying to find the patterns of parenting and teaching that contribute the most to the development of a young innovator. He discovered that in every single case, the teachers who had the most critical difference in the lives of these young innovators was an non-conformist in his or her education setting. They had been so from nursery through university; every single one of them was an outlier. What made them so were the ways in which they taught, and the ways in which they taught, which were very consistent with the practices in the leading educational institutions that produce innovators. The schooling culture in most countries (including ours) is radically at odds with a learning culture that produces young innovators in five essential respects. First: Our schooling is all about individual achievement, ranking kids, whereas, the culture of innovation demands collaboration. We should build teamwork into assignments. Second: Specialization certainly has a role in innovation, but the world of innovation is a problem-based, multidisciplinary approach to learning. Three: School culture is risk averse and penalizes failure yet the culture of innovation is all about taking risks and learning from mistakes, trial and error.

-- not consuming -- real products for real audiences. Five: Schooling relies on extrinsic incentives to motivate learning. As and Fs. Wagner discovered that young innovators were far more intrinsically motivated, and the pattern of what parents and teachers had both done to encourage intrinsic motivation, had remarkable emphasis in the classrooms and among the parents of play, passion and purpose. Innovators, according to Wagner, want to make a difference more than they want to make money. Networks are important. They are crucial to support innovators and entrepreneurs and make a critical difference. Young innovators should seek out these opportunities to find support for what they need. Parents and mentors and indeed our education system can help young people to develop creativity and the skills of innovation by encouraging more exploratory play instead of programming their kids’ days and weeks. Passion derives from more exploratory play. For example the Montessori system which is a more of a play-based form of learning encourages innovation. We also need to allow kids to experiment and to make mistakes because that is how they are going to gain self-confidence. They don’t gain real self-confidence from having been protected and living in a cocoon all their childhood. Wagner finally advises young people, first and foremost, must follow their dreams in order to hone their skills. It is good that we have introduced entrepreneurship education in our institutions of learning. The job we have now is to tweak this system to accommodate the ‘non-conformist’ spirit of entrepreneurship. It should be more exploratory and performance- oriented. For example the current secondary school entrepreneurship syllabus despite being very well thought out, lacks the key practical aspect of business planning. It, like other syllabi, is too geared towards exams. We also need to remember the old African thinking about a child’s upbringing (read education) being everyone’s business. Business sector particularly needs to be involved through mentorship programs. In order to produce innovators, our system itself has to be innovative. The author is a Director at Serian Ltd; a Kigali based Management Consultancy. He also lectures and writes a weekly column on entrepreneurship. Sam.kebongo@gmail.com

Four: As it is schooling is a rather passive experience. People essentially sit all day consuming information and then regurgitating it. Learning for young innovators is about creating The SERVICEMAG Dec-Feb 2013

FEATURE WOMEN ENTREPRENEURSHIP

GROWING YOUR BUSINESS By Eric Rutabana

In our last issue, we looked at ten simple rules for a successful start-up. Starting a business is the most challenging decision to take, especially when you have been in employment and are used to a monthly salary, however small this might be. In this issue, we look at how to grow your business. By Eric Rutabana If you have transcended fear of failure and have a business already running, then gear up for growth! Many entrepreneurs become, not as a choice but, as a last resort in life. Such entrepreneurs are just survivalists who will rarely see beyond their immediate situation. Survivalists are hesitant to grow their businesses and optimize their contribution to the economy or create sustainable jobs. However, if your business is offering required and competitive products, there are enough reasons you have gone beyond the start up phase and moving ahead is worth a try. Entrepreneurs should be looking for ways and means to take advantage of the opportunities the market is offering. The following are a few pointers which could assist with gearing up for growth:

PLAN YOUR EXPANSION Without a roadmap for your expansion, it’s easy to get lost along the way — making changes to your business that are either too costly or not well thought out. During the planning phase, ask yourself: • What is the real demand for your products or services right now? • What is the projected demand for them over the next two to five years? • How big do you need to grow in order to meet that demand? • How will changing competitor activity affect your 44

The SERVICEMAG Dec-Feb 2013

FEATURE WOMEN ENTREPRENEURSHIP

• • • •

business over the next two to five years? What should your excess capacity for unusual demands be? How many additional staff will be needed and when should they best be employed? What’s the best way to phase in the expansion so cash flow isn’t compromised? Where can you achieve economies of scale? In other words where will expanding capacity reduce the cost of sales?

DON’T OVER-EXPAND While planned expansion can take a business to a whole new level, over-expansion is one of the biggest dangers of a growth phase. It’s easy to get carried away in the heat of the moment and to expand beyond the needs and the financial capacity of the business. As a rule of thumb, plan capacity based on a five-year projection of demand and allow for a reasonable excess (say 10%) capacity over and above that for periods of heavy demand or for partial down-time in any part of your business. More than this could be very risky and leave a business with overheads it can’t cope with. Remember, a business may go through several periods of expansion and it’s best to phase these according to demand. Don’t try to account for each and every eventuality during a specific expansion phase.

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professional advice. If you need to build or purchase your own premises, for instance, it’s important to speak to a financial institution that has experience in this area, before applying for finance. Make sure that you do not over- or under borrow from a financier. For plant and equipment, you may need to consider a flexible financing option, either a loan/lease or a combination of a loan/ lease and an equity investment. Again, consulting an institution with experience in the field and in your own industry is essential. It is important to weigh your options on a pure risk return basis, flexibility and affordability.

SHOP AROUND In the life of a business, a major expansion is a bit like buying a house or a car — one of the biggest financial commitments it will ever make. Decide on what you’re looking for — in terms of property, plant and equipment, office furniture, packaging and the like — and then shop around for the best quality at the best price. This can take a bit of time and attention, but it’s inevitably worth the effort. Eric Rutabana is the Chief Investment Officer of Business Partners International Rwanda SME Fund, a risk Finance Company for formal SME’s erutabana@businesspartners.rw

Whatever the nature of your expansion, there are financial implications for the business and it’s always best to seek

Property finance for your business

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www.businesspartners.co.za *Subject to terms & conditions

enquiries@businesspartners.rw The SERVICEMAG Dec-Feb 2013

FEATURE WOMEN ENTREPRENEURSHIP

A QUITTER NEVER WINS By Nzeyimana Nadège

road to success is not smooth ride. It has bumps and holes and sharp turns. All roads do. One of the main weaknesses of the mankind is the average man’s familiarity with the word “impossible”. Most of well known successful in the world get off to a bad start, and pass through many heartbreaking struggles before they get to success. The turning point in the lives of those who succeed usually comes at the moment of some crisis. If Christoph Colombus quitted when he got to the wrong way we would not talk about Uncle Sam, the United States of America. For those who are not aware Christopher Columbus was on a mission to find a shorter trade route to India, but he missed it by over nine thousand miles. However, that failure put a spotlight on new lands and eventually resulted in the creation of 50 great nations, the United States of America.

Napoleon Hill in “Think and Grow rich” said one of the most common cause of failure is the habit of quitting when one is overtaken by temporary defeat. Napoleon in the book said that temporary defeat should mean only one thing, the certain knowledge that there is something wrong with your plan. We see men who have accumulated great fortunes, but we often recognize only their triumph and neglect the failure they meet or the obstacles. Beethoven was death, Milton was blind but their The SERVICEMAG Dec-Feb 2013

names will last as long as time endures, because they dreamed and translated their dreams into organized thought. Abraham Lincoln was a failure at everything he tried, until he was well past the age of forty. He was Mr. Nobody from nowhere, until a great experience came into his life; he became the President of the United States of America. Gandhi had no money, no home, he did not own a suit of clothes, but he did have power of convincing, he is still a role model of many. Marconi, the creator of radio and television dreamed of a system of connecting the intangible forces of the air. Evidence that he did not dream in vain may be found in every radio and television set in the world. It may interest you to know that Marconi’s friends had him taken into custody, and examined in psychopathic hospital, when he announced he had discovered a principle through which he could send messages through the air, without the aid of wires or other direct physical means of communication. Practicals dreamers do not quit. A quitter never wins and a winner never quits The author is a co-founder of www.umurimo.com, a Rwandan job advertising website nzenage@yahoo.fr

FEATURE

The SERVICEMAG Dec-Feb 2013

FEATURE WHERE WE HAVE BEEN

POSITIVE CRITICISM A RECIPE TOWARDS GOOD CUSTOMER CARE By Ivan KAYONGA Given an outstanding degree of advocacy for good customer care that has been going on in Rwanda for a while now, one would be tempted to assume that all is going well; at least around Kigali city, in terms of good service, interest in customers along with a genuine warm welcome. But that wasn’t the case at Mr. Chips branch near Inindi House, on the way to Remera and Kanombe. During my last visit for a quick lunch with my two American friends, a lady and gentleman, the lady who was receiving customers’ orders received a phone call as my mzungu customer friend started to place an order. The attendant lady aged about 25 talked on her cell phone for about 3 minutes while we (4 other customers) waited for her to finish so we could place orders. Once she was done with her caller, she unapologetically indicated to my America friend to continue with her order. Since I was the next customer in the line, I quickly showed her my choice on the menu and humbly told her with a forced smile to later apologize to customers for making them wait as she talked on her phone and to try and avoid it in future. Other customers behind me nodded their heads in agreement with my admonishment to waitress and at least commended her for taking the criticism positively. When she eventually brought our spicy selection, she shyfully apologized to all of to the three of us and thanked me for correcting her. I have not visited the place again since a week ago, but I plan to that this week to eat by and to check how Mr. Chips’ goings on towards giving customers value. ikayonga@yahoo.co.uk

The SERVICEMAG Dec-Feb 2013

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Customer Care Campaigns in Rwanda... Why Are Things Not Working Out? By Abdi Simwaya

Due to the on going issue of customer service in Rwanda, there is need of a great support from all areas of the country in order to get things done in a right way. May be there is an effort somewhere, but a lot more is needed.

rganizations need to come together and unite in spreading the word of improving the services in our nation. Meeting with the mass population can help to sort out these issues effectively because some of the big companies are trying to do the best while others are not at all. Thereâ&#x20AC;&#x2122;s great support needed for the media to spread and talk about the service delivery improvements on a daily basis. Programs on Customer care services to be on Radio, TV every type of media and inspection teams to follow up and see to it that this is being done and implemented. Company Tool/Products needed to be offered must be available in all the companies as long as they have promised to deliver and produce those items. Visiting some rural areas and spreading the news, Customer service classes to be introduced from Primary School Levels to high levels of education which students will always grow up with and in time reduce the issues which are on going. Task forces to be given enough support and tool kits to make sure all is being done and spread accordingly. Effective communications on making people alert and informing them on what is happening so we can make a great change.

Books, Magazines, Daily News papers and all possible ways to call upon citizen and make them read and understand the importance of the Customer. Making them know how much this can affect Rwanda and what it can bring if done right. To work as a big team to succeed for one goal. Volunteering and sacrificing for tomorrows better future. Free training courses to be given to those who are ready to listen and implement. Some people are ready and willing but cannot afford to pay for the trainings. Training sponsored by big companies or government institutions through trainers will help a lot to succeed. Customer care task forces or rdb to ensure that the service providers have well and enough equipments, tools and qualified staff in their working environments. Otherwise, most services fail or delay when customers wait for so long due to some reason of service providers using old equipments, insufficient machines, unskilled labor because they might be having certain relationships, management team or staff having jealousy among themselves creating team work spirit failing to be created, not having proper responsibilities to follow and implement.

Service providers sometimes do not give enough support to the end users to polish up and deliver the best services as planned or promised to the customers. Sensitizing and training plans and scheduled to be adhered. After trainings, most service providers do not follow up on what trainings changed to the staff so they can provide more trainings or tool kits to follow up for the best service deliveries and improvements. Getting advises, suggestions from workforce and understanding the role of the human labor (team) that are mostly spending time in operations and service deliveries, and by the way, they do the most work. No motivation for the workforce, entertainment for them in a while, employee of the month rewards, recognitions and appreciation is never given by most service providers (owners or managers), how do they expect the workers to promote Customer Services when they can not provide, respect and appreciate the staff. asimwaya3@yahoo.com

The SERVICEMAG Dec-Feb 2013

HAVE YOUR SAY

Why do packaging need to be designed? Packaging helps us to carry what we bought from the store to our house. Like every components of our daily life, it’s need to be designed to gain efficiency.

YOUR PACKAGING SAYS AYOU LOT ABOUT

t ranges from bags to boxes, from containers to hangtag. It’s a complete part of a

By Guillaume Sardin

brand identity. The role of packaging is simple. It’s need to sell and protect the product. But achieving them is not an easy tasks. They have to work together. At the supermarket, 70 percent of the of purchasing decisions are made at the shelf. No wonders why having thoughtful designed packaging can help your business. Designers, like us at George Pericles, have a large range of tools to make your product visible in the white noise of the supermarket : shapes, graphics and materials. With the rise of environmental concerns, the design of packaging has evolved. Over-packaging are slowly disappearing and the quality of a design work is judged on this factor. The most amazing thing about packaging, and why it should be cleverly designed, is that your customer will bring with them a part of your brand inside their house. They will spend more

The SERVICEMAG Dec-Feb 2013

HAVE YOUR SAY time looking at your packages that they will spend at your store. How many times a month are you looking at this cereal box or this milk bottle ? They are part of your morning routine, they are impacting your life. They are telling you, by how they are designed, their brand story. One of the best example, that can be applied to any sectors, is Ladurée. Ladurée is a famous parisian pastry. They are know for their macaroons and their art-déco interior design. When you shop, what you buy is carefully packaged. But it’s not in any type of Box. Ladurée packaging is the extension of the shop atmosphere. You take with you a small part of Ladurée, and each time you look at the carefully crafted box, you will think about the shop and you will be wanting to come back there ! On a different market area, you have Ikea, the Swedish massmarket furniture manufacturer. If you are familiar with the brand, you could have thought that Ikea don’t really design their packaging. It’s the complete opposite, those overly simple boxes and instructions are designed down to every details. All the products you buy at Ikea are telling the same story : Ikea

AMÉLIORER LA PRÉSENTATION DES BUFFETS Par Sandra Idossou Avec les nombreux restaurants en ville, l’on arrive presque à saturation. La présentation et le choix des plats sont toujours identiques presque dans tous les restaurants. Le restaurant en face de mon bureau est spécialisé dans les repas ougandais mais même en fermant les yeux, je sais tout ce qui est présent sur le buffet tous les jours. Il est vrai que les buffets sont devenus de nos jours monnaie courante dans la restauration rapide du pays mais ce n’est pas parce que c’est un buffet, qu’il n’a pas de règles. Si vous servez, vous aussi, un buffet dans votre restaurant, vous devez garantir l’image de qualité de votre établissement. La qualité passe par le décor, l’environnement, la mise en place, le choix des mets et aussi la propreté des toilettes etc. Votre personnel doit pouvoir connaître tous les plats présents sur le buffet et pouvoir en parler. Il doit être propre pour accueillir le client et porter un uniforme propre et sans tâche.

is accessible and easy to use, from the batteries from the couch, when you open an Ikea product, you feel this Scandinavian spirit of simplicity. Apple, the computer company, has spent a lot of effort into their packaging. The unwrapping of a new product is designed as an intimate and almost mystical experience. In the end, packaging is part of your relationship with your clients. Some brands around the world used, with the help of designers, packaging as a tool to expand their brand experience. Far from superfluous, packaging design is a complex process involving many professionals from the designer to the printer. It’s a powerful media to make your voice heard, and do it well you need us, designers !

The author is the Co founder of George Pericles, a design creative think-tank in Rwanda. gsardin@gmail.com

la commande de la boisson avant que le client ne commence par manger. Quant à la variété des plats, il vous suffit tout simplement d’un peu plus de créativité. Le Rwanda est béni avec la qualité exceptionnelle des buffets mais encore faut il savoir les cuisiner. Il y a par exemple mille et une façon de cuisiner la carotte…râpées, bouillie, sautées, en purée, en terrine, en flanc, en soufflé, etc. Ne vous limitez donc pas. Je suis certaine que vos clients apprécieront votre audace. Sur le service lui-même, il vous faut développer vos qualités personnelles d’observation, d’analyse et de créativité. Ce n’est pas parce que c’est un buffet que vous ne devez plus porter attention au client. Il vous faut aussi tenir compte de l’importance de votre responsabilité dans la présentation des buffets. Vos shafing dishes doivent être constamment garnis avec le feu allumé en dessous pour garder les aliments chauds. Et quand c’est un cuisinier qui doit venir de la cuisine pour les remplir, il faut veiller à ce qu’il soit propre et non dégoulinant de sueur ou couvert de suie. Aucun client ne veut voir en salle un cuisinier dont l’uniforme est immaculé de sang ou de tâches ! Si vous arrivez à associer un esprit de clarté et de fonctionnalité à une démarche d’innovation et de conception esthétique des buffets, vous saurez vous démarquer de tous ces restaurants de la place. sidossou@theservicemag.com

Habituellement même pour un buffet, il faut d’abord prendre The SERVICEMAG Dec-Feb 2013

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RECHERCHE UNE SIMPLE LOGIQUE DU SERVICE PUBLIC Par RHD

Lorsque nous achetons un appareil électroménager, nous avons très souvent un mode d’emploi livré avec. Très pratique, ce petit livret nous aide à comprendre comment fonctionne l’appareil et surtout ce que l’on doit faire pour obtenir le résultat attendu.

Dans plusieurs services publics, ce mode d’emploi ou manuel de procédures devrait être affiché. Si cela n’est pas faisable, l’employé

The SERVICEMAG Dec-Feb 2013

HAVE FEATURE YOUR SAY demande si ce n’est pas un jeu. Un jeu pour tester la patience et la tolérance du client ou simplement pour limiter le nombre de personnes. Ou peut être que le traitement d’un dossier et les pièces à fournir dépendent de la tête de la personne ? Autant de questions que finissent toujours par se poser ces personnes assises bien sagement dans cette salle d’attente. Pourtant, cela ne coûte pas bien cher d’imprimer une feuille A4 disponible à l’entrée avec les éléments évoqués. Affichez-la de manière à être bien visible par le client car ce dernier n’est pas devin. Au moins, ce dernier saura ce qu’il doit faire pour avoir le résultat attendu : un remboursement de frais médicaux, un visa, une plaque d’immatriculation, etc. chargé des renseignements ou chargé du dossier doit savoir fournir tous les éléments à fournir pour éviter des allers-retours incessants et des énervements inutiles. Une simple feuille A4 avec écrit : documents à joindre, frais à payer, service à contacter. Même si la liste peut s’avérer longue, elle a le mérite d’être claire.

De surprise en surprise Dans certains bureaux, c’est loin d’être le cas. Vous vous présentez à un service pour demander les documents nécessaires à un remboursement de frais médicaux, une demande de visa, l’enregistrement d’une plaque d’immatriculation. Qu’importe l’objet, le service sera égal, à Kacyiru comme à Kiyovu ou Gikondo. Vous arrivez, on vous demande 3 choses. Vous revenez avec ces trois (3) documents comme stipulés par l’agent. Et là, SURPRISE !!! « Non, il vous manque deux (2) autres choses ». Alors, vous revenez le lendemain ou après le laps de temps nécessaire pour réunir vos documents, vous déposez votre dossier. Des jours passent voire des semaines, vous appelez pour demander où votre dossier en est et RE-SURPRISE. « Non, il vous manque encore un papier administratif et il vous faut payer encore une somme supplémentaire. » Trop souvent, j’ai vu des gens s’énerver face à un fonctionnaire qui le regarde d’un air amusé, « Mais pourquoi, vous ne me l’avez pas dit plus tôt que je devais fournir tel document dès le départ et payer cette somme ? » Au guichet, le fonctionnaire ne répond pas, sourit bêtement et répète simplement qu’il faut revenir plus tard avec les documents qu’il vous dit. Le pire, c’est quand vous revenez pour une énième fois et tomber sur un autre agent. Vous lui présenter les documents et il vous dit le plus simplement du monde : « Mais ce document n’est pas nécessaire à votre demande. »

Cela évite les pertes de temps car ces allers-retours impliquent des heures d’absence au travail pour le client et plus de temps perdu pour le fonctionnaire à répondre aux questions basiques d’information. Mais surtout, un mode d’emploi ou un manuel de procédures facilite le travail des 2 parties et le rend plus rapide. Un peu comme ce qui se fait au guichet de l’enregistrement d’entreprises. rhd_communication@yahoo.com

If you have seen, imagine the number of people that have also been attracted to this space. Think what it could bring to your business, institution if you used this space to draw attention to your products and services. We are the only business magazine in Rwanda published in 3 languages, with 5000 copies with an online issue, distributed throughtout the country . Isn’t it worth advertising here?

Le service public peut se considérer comme tout puissant puisque de toute manière le client est obligé de s’y plier mais cela n’est pas une raison pour en profiter. Parfois, on se

The SERVICEMAG Dec-Feb 2013

ASK FEATURE OUR LAWYER

JOE NSANO: Legal and Financial Consultant. Further questions can be sent via email to: askourlawyer@theservicemag.com

BANKS’ COLLATERAL SHARING I am the owner of a small company that usually is referred to as an SME (Small, Medium Enterprise) Company. I enjoy a credit facility from a local bank, covered by security over my property. How can I legally best exploit my property to raise additional funds from a second bank as my current financier has reached a single borrower limit, can therefore not increase my loan limit? Is it possible to offer the same property as security to two different banks?

Dear Reader, You can enjoy loans from two or more banks for the financing of the same business giving the same property as collateral, as long as the financiers approve it. Your financial needs can be co-financed by both banks or funded differently at separate development stages. In the case your current lender agrees to co-finance your project/growth with a second bank, it will be called a “Syndicated Loan” that will be covered by the same collateral, both financiers enjoying the same first rank (first legal charge) over the property. In this case they will sign an agreement called Collateral Sharing Agreement (Lenders’ Agreement) in which they agree to co-finance your project. The legal mechanism that will serve as the foundation to this agreement will be “PARI PASSU PRINCIPLE”, which is defined as an “Equal in right of payment”. The pari passu principle means that all creditors must share equally any available assets of the company, or any proceeds from the sale of any of those assets, in proportion to the debts due to each creditor. It is one of the most fundamental principles of insolvency law. The first lender can refuse to share the collateral at the same level of privilege than the second one. In this case, the first one will always have a first priority claim against the property for the full amount of its advance. The second lender will have to secure his risk by registering the collateral on the second rank meaning the second priority claim. In both cases, the registration of the security mortgaged to two different banks is as simple as the one mortgage to as single bank. The registration is done at the Office of the Registrar General of RDB. It is a simple and fast process.

The SERVICEMAG Dec-Feb 2013

BAZA UMUNYAMATEGEKO WACU Mwaramutse, umuntu yampaye sheki agira ngo anyishyure. Uwo muntu amaze kuyimpa ansaba ko ntayijyana kuri banki ngo bampe amafaranga kuko ntayari ari kuri konti ye. Ibyo bimaze ibyumweru kandi sinzi uko nzabigenza kugira ngo mbone amafaranga yanjye, nagiraga ngo mungire inama.

Ndabona bikomeye niba udahagurutse ngo urebe uko icyo kibazo cyakemuka ntuzishyurwa. Ikigaragara ni uko uwo muntu wamugiriye icyizere wemera ko akwishyura akoresheje sheki. Gutanga sheki itazigamiwe ni ikosa rikomeye rishobora gukururira akaga uyitanze. Icyo ubanza gukora ni ukujya kuri banki y’uwaguhaye sheki. Igihe banki isanze iyo sheki itazigamiwe ishobora guhamagara wa mukiriya. Iyo adashoboye gukemura icyo kibazo mu maguru mashya. Iyo banki yishyura igomba gutera kashe inyuma kuri iyo sheki yanditseho ko ‘itazigamiwe’, iyo ibyo birangiye iyo banki igomba guhita ibimenyesha banki nkuru y’igihugu. Uwo muntu ahita ashyirwa ku rutonde rw’umukara rwa Banki nkuru y’u Rwanda. Uretse kuyoherereza nkuru y’u Rwanda, uwayitanze baramutangaza ko yatanze sheki itazigamiwe. Byongeye kandi, banki y’uwatanze sheki itazigamiwe igomba guhita ayisubiza agatabo ka sheki asigaranye. Ibyo bikazatuma wa mukiriya wa banki atongera gutanga izindi sheki zitazigamiwe. Uko kumwima agatabo ka sheki bimara umwaka wose. Uwatanze sheki agomba kwishyura kuri BNR amande angana na 10% ry’amafaranga atishyuye hanyuma agasaba na parike icyemezo cyo kudakurikiranwa.

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Ikindi tugomba kumenya ni uko iyo uwatanze sheki itazigamiwe arenze ku mubwiriza yahawe ashobora gukomanyirizwa ku guhabwa ideni, bashobora kumusaba gufunga konti ze zose afite mu mabanki atandukanye. Ku ruhande rwawe rero wowe wahawe sheki itazigamiye ugomba gusaba banki yatanze iyo sheki kuguha icyemezo cy’uko utishyuwe kugira ngo ukurikirane mu butabera uwaguhaye sheki itazigamiwe. Ugendeye kuri icyo cyemezo, ugomba gutanga ikirego cyo kwishyiza mu nzego zibifitiye ububasha. Umucamanza azafata icyemezo kigufasha kwishyurwa. Iyo wishyuza amafaranga menshi bishobora kugorana kuyabona iyo uwo wishyuza nta mitungo ihagije afite. Ugomba gukora ibishoboka byose kugira ngo wishyurwe.

• KATIA MANIRAKIZA: Consultante Légale Envoyez-nous vos questions légales à: askourlawyer@theservicemag.com

Bonjour, j’ai trouvé un local pour un restaurant que je souhaiterai ouvrir dans les prochaines semaines. Je compte y faire beaucoup de transformations qui vont me coûter beaucoup d’argent. Je souhaite alors sécuriser mon investissement et être sur que le propriétaire ne va pas me chasser de sa maison lorsque bon lui semblera. Comment faire ? La seule protection que vous pouvez avoir proviendra de votre contrat de location. En effet, il engage le propriétaire bailleur et le locataire. Le contrat est un instrument dans lequel vous pourrez mettre des garde-fous. Le bail de location doit être complété et signé juste avant la remise des clés afin que les droits et les obligations de chaque partie y soient clairement spécifiés. Ce document clé de la location doit être rempli avec précaution. Les éléments qui doivent y figurer sont les suivants : • identité des parties contractantes • date de prise d’effet et durée du bail de location • description du bien loué et des dépendances (garage, cave, jardin…) • usage (habitation, commercial, mixte) • montant du loyer

modalités de paiement Si le propriétaire demande un dépôt de garantie, le montant du dépôt doit également être précisé dans le bail de location. Si le propriétaire inclut une clause résolutoire afin de permettre la résiliation du bail dans le cas où il souhaite reprendre la maison, demandez une période de préavis d’au moins 6 mois les deux premières années. Et proposez un préavis de 3 mois pour les années suivantes. Le propriétaire est également en droit d’inclure une clause d’indexation du loyer qui lui permettra de réviser le montant de son loyer tous les ans. Dans ce cas, essayez de négocier cette augmentation et d’inclure le montant maximum qu’il ne pourra pas dépasser chaque année. Par exemple, vous pouvez proposer que le loyer n’augmente pas de plus de 10% par an. Ceci est une façon pour vous de limiter les augmentations abusives. En ce qui concerne les transformations, vous devez les exposer clairement au propriétaire. La liste des transformations doivent être incluses dans le contrat pour éviter des surprises à votre propriétaire. Si les transformations de la maison augmentent la valeur du bien (nouveaux sanitaires, carrelages,..), il est vivement conseillé d’inclure une liste de biens en annexe avec copies des factures à l’appui. De cette façon, si le propriétaire résilie le contrat, vous pourrez réclamer le remboursement des travaux engagés, En tout état de cause, lisez attentivement le bail pour repérer d’éventuelles clauses abusives. Faites-le revoir par un avocat pour vous assurer que le contrat est complet et qu’il protège vos intérêts.

The SERVICEMAG Dec-Feb 2013

YOUR WELL BEING MATTERS

TEETH: THE PRECIOUS PEARLS OF YOUR MOUTH By Dr Sandeep Goyal

Have you ever thought that the teeth are the gems of your mouth and an important part of your body? Not only the teeth help in chewing & eating food, but also they contribute to your beauty & smile. You will frequently note that people turn away their face from the person with bad smell coming from his mouth. Thus a good care of your teeth is important to maintain them in healthy condition. Good teeth are of great value in eating; talking; & appearance. Yellow teeth, decayed or missing teeth spoil the appearance of the mouth and face, especially when you laugh or smile. They also contribute to good health. 56

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Bad or decayed teeth often cause toothache and other kinds of illness. Sometimes they cause bad breath. If we cannot chew our food well, we may get indigestion.

HOW TO TAKE CARE OF YOUR PEARLS Eat good and healthy food: Foods which stick to the teeth lead to their decay. Thus chocolates, bon â&#x20AC;&#x201C; bon; biscuits etc which taste good to eat but are the enemies of the teeth. Our teeth have rough surface in which bacteria live which start making acids when sticky food is there, thus softening and

YOUR WELL BEING MATTERS for learning how to brush properly. Use mouthwashes, dental floss etc as advised by your dentist to keep your teeth healthy. Exercise the Teeth and Gums: Exercising the teeth and gums makes them stronger by increasing the blood supply and cleaning them. Best foods for exercise are to eat raw vegetables like carrots, turnip, reddish, lettuce, and raw cabbage. Protect the Teeth from Injury: Eating very hard things like nuts may injure the teeth by breaking the outer most covering of the tooth called enamel which is brittle. Do not attempt to open bottles with your teeth. Caution should be taken while playing contact supports like football, karate, basket ball etc. Visit the Dentist: You should visit a dental doctor every 6 months for proper check up and to maintain the teeth and gums in proper health. If you wait until your tooth hurts you before

“ Good care of your teeth is important to maintain them in healthy condition. Good teeth are of great value in eating; talking; & appearance.” going to the dentist, then it may be too late and you may either loose your teeth or pay a lot of money for its treatment.

Asiimwe Praise Photo courtesy Timothy Kasambira

damaging the teeth, leading to cavities. Milk is one of the most important foods which provide calcium for teeth. Many fresh or “green” vegetables e.g. spinach, carrots, fresh cabbage, lettuce, collards, and turnip and beet tops are good for teeth. Oranges, pineapples, and other raw fruits give vitamin C for your teeth. Brush Your Teeth: Cleaning the teeth daily 2 times is a must for their health.. Brushing helps to remove the particles of food that may lodge in the teeth or between the teeth to remove film and harmful germs which may collect on the teeth. It is better to brush before going to bed. Most decay takes place during the long hours of sleep. Visit the dentist for choosing our brush and

Take care of baby teeth: There is a notion among parents that baby teeth are ultimately going to fall, thus there is no need to take care of them. But this attitude is very wrong. Don’t you wait for the first tooth of your child; don’t you enjoy when your child laughs. Baby teeth set the foundation for the permanent teeth. it is very much possible that if baby tooth gets an infection, the underlying permanent tooth may also get an infection. Baby teeth help in growth of jaws and maintain the space for the permanent teeth so that they can come in proper place when child grows. The kids cannot take care of their teeth so the parents should be proactive and vigilant to clean their teeth; avoid giving them sticky foods and take them to dentist regularly for check up. If you stay in an area where drinking water does not have fluorides, then you should give fluoride supplements to your child in the form of fluoride tabs, fluoridated tooth paste, fish and coffee, but under the guidance of your dentist. Thus, be vigilant, do not ignore your teeth, take care of the precious pearls and keep smiling. The Author is an Orthodontist and Dental Surgeon at the King Faisal Hospital, Kigali goyalsandeep2000@rediffmail.com

The SERVICEMAG Dec-Feb 2013

RESTAURANT REVIEW FEATURE

I Z O Z N I F O W E I REV : E R A T U B , A Z I Z N I 4.0/5

By Shivani Suresh Inzozi Inziza is a social enterprise run by the all-woman drummer group, Ingoma Nshya, as an initiative to generate additional income for their families. Inzozi Inziza is famous for being Rwanda’s pioneer ice cream shop. My family and I went there a while ago because we had heard rave reviews about this tiny food joint. As we arrived, we were greeted by two friendly, extremely nice women. They handed us our menu and kindly answered our curious inquiries about their restaurant and their endeavour. While the menu at Inzozi Inziza was not very extensive, it wasn’t completely conventional either. They had a few dishes on the menu not found in other Rwandan food outlets like “Avocado and Egg Salad Sandwich” and “Bagels” (although it was not available that day). We were ravenous during lunch that day so we ordered maniacally: a Peanut Butter and Jam Sandwich, an Avocado and Egg Salad Sandwich, Special Omelettes, African Tea, Special Inzozi Coffee, Slices of Banana Cake and Vanilla Cake and a Coke. Perhaps the greatest downside at Inzozi Inziza for many might be its ambience. It was very sparsely decorated. But I, personally preferred this because I found 58

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it unpretentious and authentic. Its wooden chairs and benches (covered with local Kitenge material table cloths), streaming sunlight from the windows, and a gorgeous view over the valley in fact make feel you right at home. They have a small room inside and an open patio outside, which can accommodate about 25-30 people in total. While this may not be a suitable location for a fancy or a large occasion, it is perfect for a family affair or a lunch between close buddies. Our orders arrived within 15 minutes of placing them. The food at Inzozi Inziza definitely made a lasting impression on us because of how ‘home-cooked’ it tasted. This was a refreshing change from the generic dishes and tastes in many restaurants. The chef at also was more than willing to customize our orders to suit our preferences. Inzozi Inziza’s claim to fame is their icecream. And they didn’t disappoint! The ice-cream was freshly made that morning with all local ingredients. We went in the afternoon, so the cool ice-cream was the perfect antidote to the blazing sun overhead. The ice-cream at Inzozi Inziza is presented with style, no doubt! They have special toppings ranging from chocolate sprinkles, granola, roasted peanuts, honey and fruit, among others. I took a chocolate ice-cream with chocolate sprinkles (you can

good food quick servic great ambia e nce

never really get enough of chocolate, you know!) and a vanilla with roasted peanuts. Both were delightful. Their other speciality is coffee. In fact, the tag line of Inzozi Inziza is “Ice Cream. Coffee. Dreams”. It was charming to watch how the coffee was made at Inzozi Inziza. The rich dark brown coffee beans were carefully hand ground in front of us, and then slowly filtered with hot water so as to extract the wholesome essence of the coffee. This was then served with fresh milk and sugar. It smelled and tasted absolutely heavenly. The prices at Inzozi Inziza are unbelievably inexpensive for the good quality of food, icecream and coffee that they offer. Inzozi Inziza is a wonderful place for tourists to stop by if they are passing through Butare or staying there for a while. I would happily give our experience at Inzozi Inziza a 4.0/5. We were very impressed by the amazing people and service as well as their delicious “home-cooked” food. While they didn’t have bagels and any other flavour of ice-cream apart from chocolate and vanilla (i was told they offer passion fruit and pineapple ice-cream!), they still offered decent variety of dishes to choose from. If I lived in Butare, I would want to eat here every other day! shivanisuresh@yahoo.co.in

CARTOON FEATURE

The SERVICEMAG Dec-Feb 2013

FEATURE

GLOBAL ENTREPRENEURSHIP WEEK Teta Isibo is founder of Inzuki Designs, a Rwandan brand specializing in Jewellery, accessories and interior decor. Teta won The REAL Business Accelerator 2012 for her ambitious visions for Inzuki Designs:

Ms Teta Isibo, Winner azi and Rosemary Mbab s with Ms Teta Isibo se po at uc Ed of r h Directo ICT and Yout from the Ministry of

RWANDAIR RECEIVES THE SECOND CRJ-900 NEXTGEN The airline received its first CRJ-900 NextGen on October 22 at a ceremony in Kigali that was attended by government representatives from Canada and Rwanda as well as other distinguished guests and partners of RwandAir. This superb event was followed by the arrival of the second Aircraft in Kigali on November 5th, 2012.

ir renge, CEO Rwanda , PSF with John Mi Mr. Faustin Mbundu barebe, Minister of defence and James Ka

Rwanda Government officials welcoming the crew of the CRJ-900

second

th e plane toge inspects th a iz ul e ar eb uk abar ue M EAC Moniq r of Defence James K Minister of iste with the Min

The SERVICEMAGMrs. Dec-Feb Nadia2013 of ITA

Travel and Mr. Bruka of Ethiopian Airlines

FEATURE

GORILLAS GOLF HOTEL OPENS It was in a colourful ceremony that the new Gorilla Golf Hotel was officially opened on November 16th 2012. The 88room hotel located in Nyarutarama is the fourth of this chain of hotels present in Kigali, Musanze and Rubavu. Emmanuel Rusera, the investor, thanked President Kagame for his support to private sector growth.

Mr & Mrs. Rusera welcoming guests

me President Paul Kaga

veiling the plaque.

and Mr. Rusera un

nt of the Sena d the Preside an r te is in M The Prime moment sharing a light

Guests

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Guests

akunda fr om Minis try of Fin Musomin ance ari from Bank of K and Innocent The SERVICEMAG Dec-Feb 2013 ig ali

AT YOUR SERVICE FEATURE

CALLED TO HOSPITALITY Jerry Were, Hospitality Operations Manager Nyungwe Forest Lodge He stops to welcome a couple back from their hike and listen to them excitedly recount how amazing their first visit to the National Park was. He leaves them to find a waiter to bring them a drink and stops briefly to find out how another guest is doing. Jerry Were, Hospitality Operations Manager of Nyungwe Forest Lodge has spent 12 years in the hospitality industry and gained a great amount of experience along the way. No doubt the experience amassed from years spent working in Kenya, USA, UK, Zanzibar and now Rwanda have helped but certainly his pleasant nature and friendliness perfectly suit him for the job. He believes that hospitality is not just a job one takes on; one has to have the personality that allows them to enjoy it and excel as a service provider. Apart from enjoying his work, Jerry feels passionate about the service industry and believes God has given him the skills to take up his calling. It certainly makes a difference when a service provider enjoys what they do, that way they serve unreservedly. ‘Hospitality is a lifestyle’ Were says. Jerry Were qualified with a Diploma in Hotel Management from the Kenya Utali College. Over time, Jerry has added to this qualification and is now a certified hospitality trainer and an accredited recruitment manager. Presently, he is working on a Masters Degree in Service Excellence. A manager sets the tone of the establishment, he/she manages. The atmosphere of a hotel takes on the manager’s disposition. I stayed at another hotel recently and felt like an intruder, a house guest being ignored by the host. Although the manager walked around and talked to staff quite a lot, he never once stopped to ask us the guests how we were doing and how we were finding our stay at his hotel. Not so at Nyungwe Forest Lodge! Staff at Nyungwe Forest Lodge are not only trained to offer excellent customer service, they follow their Manager’s example of being pleasant and friendly to guests.

The SERVICEMAG Dec-Feb 2013

By A.K Otiti Jerry Were shares three tips that ensure excellent service provision – recruitment, training and staff motivation. Mr. Were has put his combined skills to use in recruiting and training staff at Nyungwe Forest Lodge. He shares that recruitment of staff should not be a one step process depending merely on an application and a good CV. An oral interview is therefore followed by a set of practical interviews where the candidate is observed to see if they have what it takes to match the service level required at Nyungwe Forest Lodge. The Management of the Lodge, Mr. Were adds, puts emphasis on recruiting capable staff and ensuring continuous training and sufficient motivation. Management has invested in staff welfare and conditions are enviable, according to Mr. Werehousing conditions are comfortable offering good food, and entertainment and the pay is competitive. ‘Staff can only offer a gratifying service that makes guests happy when they themselves are happy,’ he affirms. As a manger who is also a certified trainer, Were, takes it upon himself to make every working day an opportunity to train his staff further. This includes encouraging them to pay consistent attention to details such as physical appearance – uniform and name tags, etiquette, attitude, wearing a smile when interacting with guests, introducing themselves and even keeping eye contact. To the casual service provider, these may appear to be details that can be disregarded; but to the seasoned service provider, eager to offer the very best, Mr. Were affirms all details need to be given attention in order to offer a fast and satisfactory service. So if you are a service provider, work at it from your heart, wear a smile give it your all and take care of all the details!

FEATURE

A Faster and More Affordable Connection. Browse faster for less with the MTN 3.75G Modem. Offer valid while stocks last. Terms & Conditions Apply For more information call 456 or visit our website: www.mtn.co.rw or come to our service centers in Giporoso, Huye, Kabarondo, Kimironko, Muhanga, Musanze, Nyabugogo, Nyagatare, Nyamirambo, Nyarutarama, Rubangura, Rubavu, Rusizi, ,Rwamagana or UTC.

Better Together. The SERVICEMAG Dec-Feb 2013

FEATURE

LET’S JOIN HANDS FOR BETTER SERVICE Akirana urugwiro abakugana 64

The SERVICEMAG Dec-Feb 2013