The ServiceMag Issue 16 by The ServiceMag

ISSUE 16: DEC 2013 - FEB 2014

FOR T O N E

SAL

UAP sets out to stretch the limits of insurance in Rwanda

COMMENT ÉTABLIR DE NOUVEAUX CONTACTS LORS D’UN ÉVÉNEMENT?

WHAT ENTREPRENEURS AND BUSINESS LEADERS CAN LEARN FROM ATHLETES

ESE WAHURIZA HAMWE UTE ABAKOZI BATAZIRANYE MU ISOSEYETE Y’UBUCURUZI IGITANGIRA

FOCUS: Women in Agribusiness - The gender value chain trajectory in agriculture The SERVICEMAG Dec-Feb 2014 1

The SERVICEMAG Dec-Feb 2014

Contents Features 7 8 12 13 14

16 20 21 22

Customer service will make or break you Comment établir de nouveaux contacts lors d’un événement? L’effet wow What entrepreneurs and business leaders can learn from Athletes Watangira ute ubucuruzi bwawe kugira ngo bukure, busagambe kandi bwihute? Hospitality Perspectives The sales pitch - valid or invalid? Mbere y’uko usoza ijambo ryaweitegure gusoza neza Gutegura ubutumwa bukomeye

Coverstory 24 UAP sets out to stretch the limits of insurance in Rwanda.

Focus 13

24 Women in Agribusiness: The gender value chain trajectory in agriculture

For you manager 31 32 36 37

Gutangira ijambo wifitiye icyizere Leadership with heart Here’s how to keep your employees happy Ese wahuriza hamwe ute abakozi bataziranye mu isoseyete y’ubucuruzi igitangira 38 Managing your cash flow

Youth Talk 48 Suhaa Schmitz - Bringing diversity at the helm of Rwanda’s fashion scene 49 Intambwe ya mbere yo kwigira: gukora ibidashoboka.

Advertorials 10 18 23 34 40

International Customer service week NFT: Celebrating 5 years of Serving you COPED: Keep your garbage removed by a professional waste company Double recognition for Serena as africa’s leading hotel brand Q&A with Ebenezer Asante, new C.E.O MTN Rwanda looking to achieve outstanding customer experiences and ensure firm growth 42 Akagera Game Lodge - idéal pour les retraites

Plus

YOUR WELL BEING MATTERS TRAVEL REVIEWS ASK OUR LAWYERS WHERE WE HAVE BEEN PICTORIALS FASHION CARTOON AT YOUR SERVICE The SERVICEMAG Dec-Feb 2014

PUBLISHERS NOTE

Self Discipline will make you Soar

everal years ago, I discovered the benefits of daily walks from my mother in the cold winter of North Germany. Since then, I have made it a habit but even after a decade of practice, I still struggle to wake up in the morning and go for at least forty-five minutes. And like every human being, there are days, my body simply refuses to obey me. There are even times I spend several months without walking; and just like anyone else; I find genuine excuses. December is here again, that time of year when we pause and review the year. Unfortunately some of us will find that we were not able to achieve the many goals we set ourselves at the beginning of the year; we have reasons and many excuses. I have come to understand that most successful people have the same list of tasks to accomplish as anyone else. What makes the difference, I think, is that they make time to get all their tasks done with no excuses. Just like anyone else, they may not enjoy everything in the process, but what matters is that they get things done whether they like them or not. These are people who are disciplined and who plan their work and stick to their plans and routines. Wikipedia describes self-discipline as the ability to motivate oneself in spite of a negative emotional state. Qualities associated with self-discipline include willpower, hard work, and persistence. â&#x20AC;&#x153;In reading the lives of great men, I found that the first victory they won was over themselves... self-discipline with all of them came first.â&#x20AC;? President Harry Truman Discipline is one of the important traits of every successful business. As we get ready for 2014, that is my wish for you all because together with self-control, you can develop greatness of character that can have a positive impact on your personal and professional lives. We bring to you UAP as our cover story this issue and we hope you will learn something from the way they do business. Enjoy reading and I wish you all a very Merry Christmas and a prosperous 2014. Be disciplined in 2014, set goals for yourself and be willing to achieve that goal at the expense of your immediate comfort.We feel excited about the year and simply cant wait to embrace 2014. Enjoy the festive season.

The SERVICEMAG Dec-Feb 2014

Publisher:Sandra Idossou sidossou@theservicemag.com +250 78 878 1562 English Editors Aryantungyisa Otiti - aryantu@theservicemag.com Kinyarwanda Editor: Gaspard Habarurema gaspard@theservicemag.com French Editor: Diana Ramarohetra diana@theservicemag.com Marketing Consultant: Bea Umwiza bea@theservicemag.com +250 788 304 226 Marketing Consultant: Eva Gara eva@theservicemag.com +250 782 029 803 Design & Layout: Grand Edge Creationz +256 712 000 887 ServiceMag Online Editor: Simon Corden simon@theservicemag.com Photographers photos@theservicemag.com Cartoonist: Ndarama Assoumani cartoon@theservicemag.com CONTRIBUTORS: Jean-Pierre Lauzier, Sam Kebongo, Steve Nzaramba, Bonnie Kim, Thomas Oppong, Jerry O. Were, John Kageche, Anthony Gitonga, Gloria Iribagiza, Dr. Rachna Pande, Olivier Biraro, A.K. Otiti, Isabelle Sebatigita Mafurebo, Risty Mukundwa; Sandra Idossou, Lina Mukashyaka, Eddie Heh, Robert Nsinga, Efua Haga The following organisations supported us in producing this issue: Diamond: UAP Rwanda, RDB, MTN, Serena Hotels, NFT, REGUS Platinum: RwandAir Gold: Skol, Mille Collines Hotels, Nyungwe Forest Lodge, Bralirwa, Turkish Airlines Silver: Business Partners; Sonarwa, Akagera Business Group Bronze: Akagera Game Lodge; CEMM; Eatinginkigali.com *The opinions, articles and photos in The ServiceMag and The ServiceMag On-line do not necessarily reflect those of the editor, publishers or their agents. While every care is taken to ensure the accuracy in preparing this magazine, The ServiceMag assumes no responsibility in effects risen therefrom and cannot accept responsibility for accidental loss or errors in articles and pictures. KNOWLEDGE IS POWER

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Letters

WE’VE GOT MAIL

LA POLICE AU SERVICE DE LA NATION

APPRECIATION

Habituellement, on pense que la police est seulement là pour arrêter les gens qui enfreignent la loi et votre article sur ce que la Police rwandaise fait pour la population était une vraie ouverture d’esprit. J’espère que d’autres services publics suivront cet exemple et nous dire ce qu’il font de façon concrète pour la population.

I would like to appreciate you for the good work and your efforts at improving customer service in Rwanda through The Service Mag. I admire your courage and determination. Gasana Mutesi

James Bisimwa

TRÈS BEL ARTICLE SUR ACCRA ETUDIANT À LA SFB Je suis chauffeur dans une ambassade de la place mais j’étudie en même temps à la SFB. J’aime trop votre magazine. J’apprends énormément et cela complète ma formation académique. Bravo. Mustapha Ahmed

J’apprécie énormément le fait que votre magazine nous donne dans chaque numéro un aperçu du service dans un autre pays. Celui que vous avez fait sur Accra était fantastique. Nous attendons d’autres sur des destinations que nous ne connaissons pas. Angèle Umilisa

EDITORIAL ON PERSEVERANCE Thank you for your editorial on perseverance. It was spot-on; and what you say about fear inhibiting innovation is so true. I read this interesting phrase once, "fear kills more dreams than failure". I have a lot of respect for people like you who are innovators and founders, you help societies move forward. Keep up the good job; you are inspiring a lot of people out there. Chris Mburu

Email us at: letters@theservicemag.com Ese mwakunze inyandiko tubagezaho? Turabasaba ngo muduhe ibitekerezo. Kuri: letters@servicemag.com

Follow the servicemag:

wishes it’s esteemed readers, partners and customers

Merry Christmas & Happy New Year READ ONLINE: www.theservicemag.com

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FEATURE

f you invest in location, your competitors will also invest highly and they will become your neighbors. Whatever you manufacture can be manufactured by someone else, whatever you sell whether you are importing or exporting can be sold by another business. If it is ambience, people will copy it. If it is promotion, merchandising, pricing or advertising people will copy. Exceptional customer service is the only point of business competition remaining - the way we treat and make our customers feel. In order to succeed in business, we need to exceed the customer’s expectations. We must be THE BRAND in our customers mind, the brand we want to see on the market. A reliable BRAND when it comes to offering excellent and exceptional customer service. Ask yourself, “What can I do differently so as to exceed my customers’ expectation?” The more you ask yourself this question after every service that you render the better you upgrade your services. Remaining fresh and relevant in today’s business is not just about being loyal to your old customers but also being able to predict, understand and exceed expectations of new customers. What brought you

By Bonnie Kim

“You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied.” Jerry Fritz where you are will not take you where you want to be. You must think differently and be innovative. In this very competitive market it is not how many customers you serve in a day that count but how many satisfied customers you served who will come back and bring their friends to be served by your business. Above all, always ask yourself, “Was that service my best?” “If I was the customer would I be satisfied with that service?” If your answer is “Yes”, go ahead. If it is “No” then improve until it becomes a “Yes!” TSM Bonnie Kim @bonniekimauthor is an Author – Speaker – Trainer. +254720631212, bonniekiminspires@gmail.com The SERVICEMAG Dec-Feb 2014

FEATURE

Comment établir de nouveaux contacts lors d’un événement? Par Jean-Pierre Lauzier

tant donné que l’être humain vit en interdépendance, il s’ensuit qu’une grande partie de votre succès est directement reliée à votre capacité de créer une impression favorable, positive et de confiance avec les autres. Pour ce faire, vous pouvez utiliser les médias de masse ou encore les nouvelles technologies. Mais la façon la plus répandue et la plus accessible demeure le réseautage traditionnel. Voici une définition du réseautage traditionnel : ce sont toutes les interactions humaines directes que vous avez. Cela consiste en l’influence réciproque existant entre vousmême et toutes les personnes avec lesquelles vous. Quelle est la force de votre réseau et combien de personnes disent « WOW » lorsqu’elles pensent à vous, à vos produits ou services : 1, 5, 100, 1000?

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Question difficile à répondre, mais un fait demeure : plus il y a de gens qui ressentent des émotions positives et agréables envers vous, plus votre réseau est fort.

personnes.  Vous devez vous préparer mentalement, agissez comme si vous étiez l’hôte d’une réception et non pas l’invité. Soyez prêt psychologiquement à aller au-devant des gens.

Alors, comment faire pour susciter une émotion positive et forte? Soyez passionné et sympathique, vous devez contribuer au succès des gens et vous devez apporter de la valeur aux autres en fonction de votre expertise. Si ce n’est pas votre cas, sortez, trouvez des activités ou des événements où vous pourrez rencontrer des gens qui vous aideront à progresser.

Étape 2 : Fixez-vous un ou des objectifs.  Déterminez ce que vous aimeriez avoir réalisé à la fin de votre activité. Donnez-vous des objectifs en termes du nombre de nouveaux contacts.

Voici les différentes étapes que je vous propose d’exécuter lors de vos prochaines activités de réseautage afin d’augmenter la quantité et la qualité de votre réseau de contacts. Étape 1 : Développer votre aptitude à rencontrer de nouvelles

Étape 3 : Osez vous présenter à un inconnu.  Les cocktails, réunions sont des opportunités pour provoquer un échange avec un inconnu. Il est probable qu’un sentiment de peur, d’inconfort et de vulnérabilité vous habite, c’est normal. Ne restez pas seul dans votre coin, dirigez-vous plutôt vers une personne avec laquelle vous pourrez entamer une discussion. Étape 4 : Quoi dire ?  Présentez-vous à

quelqu’un en lui serrant la main en vous présentant. S’il ne le fait pas, soyez curieux, respectueux en lui posant des questions et en répondant brièvement et directement aux siennes. Vous devez être totalement concentré sur ses réponses. Étape 5 : Investissez de 10 à 15 minutes par personne.   Si vous avez comme objectif de rencontrer plusieurs personnes, assurez-vous de ne pas dépasser 10 à 15 minutes par personne. Il faut éviter de passer une trop grande partie de la soirée avec la ou les mêmes personnes. Étape 6 : Faites des suivis.  Si vous croyez qu’il y a un intérêt mutuel à garder contact avec une personne, échangez vos cartes d’affaires, envoyez-lui un courriel et retournez aux mêmes activités afin de le rencontrer à nouveau. La confiance entre deux personnes augmente en fonction du nombre de communications positives qui se sont établies entre elles. Le succès dans l’établissement d’un réseau de contacts solide ne repose pas sur le hasard, mais à travers une approche structurée, systématique et sincère. Est-ce que les gens trouvent que vous êtes sympathique, compétent, passionné, généreux, aidant et à l’écoute? Si la réponse est oui, alors persévérez dans vos activités de réseautage. Tôt ou tard, le nombre de personnes qui auront une opinion favorable de vous augmentera et vous serez en mesure d’obtenir, beaucoup plus facilement, ce que vous désirez. TSM L’auteur est un conférencier, coach et formateur chez JPL Communications Inc. www. jeanpierrelauzier.com

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International Custo Between 7th and 11th October 2013, Rwanda joined the rest of the world to commemorate the International Customer Service week. This annual week-long event is aimed at recognising the importance of customer service and to honour the people who serve and support customers with distinction.

This year the theme of the week was â&#x20AC;&#x153;Think Service.â&#x20AC;? The opening occasion, held at a press conference, at Hotel des Mille Collines in Kigali was attended by members of the public, media representatives and government officials. Five people were awarded with trophies and certificates in recognition for having excelled in providing exceptional services to customers. They include: Sandra Idossou, Hadijah Mutimukunda, Aimable Sibomana, Noella Mukarugomwa and Emmanuel Niyonkuru.

Participants during debate competitions to mark the international customer service week.

During the week some top government officials stepped up personally to mark the Customer Service Week. Clare Akamanzi, the Chief Operations Officer at RDB and the Mayor of Kigali City Fidel Ndayisaba demonstrated good Customer Service by publicly serving clients at their respective offices.

Participants during workshops on customer service.

Throughout the week, training was carried out for people from various sectors including health, financial institutions, insurance companies, transport, distribution and logistics. They were urged to train others on good customer handling, in line with the various nationwide sensitization campaigns designed to improve service delivery. The SERVICEMAG Dec-Feb 2014

Aimable Sibomana of KLM receives and award as one of the exemplary service providers during the international customer service week.

ADVERTORIAL

omer Service Week Door-to-door sensitisation campaigns were conducted by teams of youths who sensitized the public about positive values of exhibiting good customer service.They targeted public places such as markets, travel agencies, petrol stations, hotels, financial institutions and many others. This campaign was conducted in the districts of Gasabo, Nyarugenge, Kicukiro, Musanze, Rubavu, Muhanga, Ruhango, Huye, Rwamagana, Kayonza and Nyagatare.

Delegates during the launch of the international customer service week.

RDBâ&#x20AC;&#x2122;s Clare Akamanzi hands over a company registration certificate to a business woman at RDB one stop center.

Officials from RDB, PSF and RURA pose with exemplary customer service providers for a group photo.

At the end of the week, a customer services debate was held in which sixty university students from six different higher-education institutions participated. The major aim of the workshop was to encourage dialogue on the issue of customer service in Rwanda through learning and debate. Prizes were given to the best three individual speakers as well as the winning team. It is expected that such initiatives would improve the quality of service delivery. Without doubt, efforts to streamline and uphold quality customer service are taking the right direction. Statistics show that Rwanda could get additional revenue of $40 million in GDP every year if there was improved service delivery.

The SERVICEMAG Dec-Feb 2014

FEATURE

L’ E F F E T

wow

Par Jean-Pierre Lauzier

a plupart des entreprises qui obtiennent beaucoup de succès n’ont pas nécessairement les plus gros budgets de marketing ou de publicité. En fait, il arrive souvent que la grande majorité des PME, qui connaissent une croissance rapide, possèdent un budget de marketing relativement restreint sinon inexistant. Mais alors, que font-elles pour obtenir une excellente progression de leurs ventes? Est-ce à cause de leurs produits innovateurs? Est-ce parce qu’elles sont supportées financièrement par des organisations très riches? Est-ce qu’elles sont tout simplement chanceuses? Leur point en commun : des vendeurs exceptionnels qui travaillent 24 heures sur 24 pour l’entreprise, qui réussissent à convaincre rapidement d’autres clients potentiels des merveilleux bénéfices de leurs produits ou de leurs services et qui ont un enthousiasme contagieux. Mais où trouve-t-on ce genre de représentants/ vendeurs? Eh bien, votre entreprise en possède déjà plusieurs, mais il est fort possible que vous ne les utilisiez pas comme vous devriez. Ces vendeurs exceptionnels sont VOS PROPRES CLIENTS. Nous savons tous que certaines entreprises investissent des sommes considérables en frais de représentation, en mise en marché ou en publicité. Mais il s’avère que, très souvent, les résultats ne suivent pas. La publicité la plus rentable est celle qui est faite par le « bouche à oreille » de vos propres clients. Si vous désirez prospérer, la première chose à faire est de vous assurer qu’un important pourcentage de vos clients travaille pour vous. Vous devez faire en 12

The SERVICEMAG Dec-Feb 2014

sorte que tous les jours, et chaque fois que vos clients rencontrent une de leurs connaissances, ils parlent de vous avec grand enthousiasme. Mais comment faire pour générer un tel emballement chez vos clients afin qu’ils deviennent vos meilleurs vendeurs? La réponse est que chaque fois que vous communiquez ou traitez avec eux, ils doivent se dire à eux-mêmes « WOW, cette entreprise est formidable » parce qu’ils sont épatés soit par la qualité de votre service, soit par une très enrichissante relation d’affaires, soit encore par les bénéfices exceptionnels obtenus par les produits/services que vous leur offrez. En fait, quand vous parvenez à faire vivre une expérience émotive agréable et exceptionnelle à un de vos clients, c’est comme si vous engagiez un vendeur qui travaille pour vous, et ce, gratuitement. La leçon à retenir est que vous devez être à l’écoute de vos clients, prendre bonne note des éléments qui les contrarient, les corriger sans délai et agir dès maintenant pour améliorer votre offre. Si vous souhaitez avoir une croissance solide, votre meilleur investissement est de leur faire dire « WOW ». En tant que responsable du développement des affaires, vous vous devez d’investir chaque jour dans vos propres clients pour susciter des « WOW ». Agissez immédiatement en ce sens et vous serez surpris de constater une nette progression de votre chiffre d’affaires à court et à long terme. TSM

L’auteur est un conférencier, coach et formateur chez JPL Communications Inc www.jeanpierrelauzier.com

FEATURE

What entrepreneurs and business leaders can learn By Sam Kebongo from Athletes he business world is rather hardnosed and T its lessons can be painful. This is especially so for entrepreneurs starting new businesses.

Thus the need to learn and be inspired, in business, as in life grows by the day. The world of sports is one of the finer things in life. It brings out the best in us, unites mortal enemies, stirs up our passions, and teaches us endurance and along the way makes us fitter and healthier. In the race of life, there are so many leadership and lifelong lessons from the outstanding athletes in various sports disciplines. Here are some; Bolt – Believe in yourself and try something new: The young Usain St. Leo Bolt was not interested in athletics. His speed in running was noted on the cricket pitch. He was not an athlete till teen age. Even then, he ran the 200 and 400 metres. Against his coach’s advice, because of his slow starting off the blocks and his height, he decided to run the 100 metres. He has continuously improved since then. In the last two Olympics he won 6 gold medals and holds world records in 100, 200 and 4x 100 metres relay. He is already a legend and is on course to being the greatest athlete of all time. Listen to advice, but also believe in yourself even if no one else does. Tiger Woods- Passion, focus and discipline: Eldrick Tont Woods, better known as Tiger Woods, is the face of Golf. He has won 79 Professional Golf Association competitions including 14 majors. He is the longest reigning world number one and is certainly one of the best golfers of all time. He is a ‘Cablasian’ (his reference to his Caucasian, Black, Native American and Asian heritage) who started playing golf at the age of two years. From 1996, when he became a professional player, he achieved the fastest ascent and became golf’s youngest World Number One. He has been the most marketable and highest paid sportsman for a long time.

He works harder and practices harder than most. From childhood his passion for golf never subsided. Messi- New day, new objectives: Everyone knows Luis Lionel Andres ‘Leo’ Messi, With an annual income of $21 million per year, he is one of the best paid athletes. It is difficult to believe that he was born with a hormonal deficiency that stunted his growth. Its treatment was quite expensive. Barcelona football club accepted him in their academy at La Masia, Spain. His family moved to Spain for that reason. Homesick at first, Leo rose rapidly through the ranks and has led Barcelona to two champion league trophies, three league titles and two Spanish Super-cups. He has also been voted world player of the year twice after being a runner up twice. This is incredible especially for a sickly boy who suffered stunted growth. Messi says, “Every time I start a year, I start with the objective of trying to achieve everything, without comparing it to how I’ve done in other seasons”. Adrien Niyonshuti- Rising from the ashes- In 2012, Rwandan cyclist Adrien Niyonshuti qualified for the London Olympics in mountain biking. He was the first Rwandan cyclist at the Games and the first black African to compete in mountain biking. Niyonshuti was part of the first cycling team composed of Rwandan genocide survivors. Team Rwanda has gained attention and popularity within the cycling world since the team’s inception in 2007, when former U.S. pro cyclist Jock Boyer moved to the African nation to help Rwanda build a cycling federation. Niyonshuti’s story reached far beyond the cycling world as a documentary about Team Rwanda,” Rising from Ashes. One thing is common among these athletes; determination. You must press on to move on in life, leadership and certainly in business. Be inspired. TSM Sam Kebongo is an Entrepreneurship Development Consultant based in Kigali. sam.kebongo@gmail.com The SERVICEMAG Dec-Feb 2014

FEATURE

Watangira ute ubucuruzi bwawe kugira ngo bukure, busagambe kandi bwihute? Byanditswe na THOMAS OPPONG

kuko Static Brain abitangaza, 46% by’amasosiyete y’ubucuruzi atangira ananirwa kubera ubushobozi buke mu bumenyi. Andi 30% ahagarara kubera uburambe buke cyangwa kubura uburambe mu micungire.

Iyo ufite ikipi nziza n’umuyobozi mwiza, bishobora gutuma sosiyete yawe imara umwaka. Ubu ni bumwe mu buryo bushobora kugufasha gutangira ubucuruzi uhuzagurika kugeza igihe buzashingira imizi. 1. Ugomba gufata umwanya wo kubaka ikipi uzakoresha Bamwe mu bo uzakoresha bashobora kuzirukanwa cyangwa bakigendera mu gihe kitarenze umwaka umwe n’igice. Umwaka umwe n’igice ni igihe cyiza gishobora kugufasha gutangira neza. Ikipi y’abakozi bawe ni wo musingi w’ubucuruzi bwawe. Shaka abakozi beza cyane kukurusha. Bakeneye kumenya aho uganisha ubucuruzi bwawe mbese icyerekezo cyawe. 2. Umuyobozi mukuru si we ukora akazi ka buri mukozi Reka kwivanga mu kazi ka buri wese. Ugomba gukora ibishoboka kugira ngo umukozi uhaye akazi amenye ko aho werekeza ari heza kugira ngo ashyire neza mu bikorwa inshingano ze. Ugomba kumenya gusaranganya imirimo

abakozi bose kandi ukabasaba kurangiza inshingano zabo ku gihe. Iyo ukoresheje inama itari ngombwa uba udindiza iterambere ry’ubucuruzi bwawe. 3. Koresha nibura 75% by’igihe cyawe mu bucuruzi bwawe Isosiyete yawe y’ubucuruzi igomba kuba ihagaze neza kandi n’iby’ikora bimeze neza. Yihe igihe uyitekerezaho kugira ngo ibyo ukora bibe binoze hanyuma mu nama ukorana n’abakozi ugomba guhora werekana uko wifuza ko itera imbere. Ni byiza ko ibyo ukora ubimenyesha abakiriya kugira ngo bagufashe kubimenyesha abakiriya bashya. 4. Ugomba gukora imibare mu byo ukora byose. Ugomba koherereza abakozi bawe buri cyumweru ubutumwa kuri interineti bubaha mu ncamake amakuru ku bucuruzi bwawe. Ukabamenyesha ko ibyo bakoze neza mu cyumweru cyashize byaganishaga ku ntego cyangwa ku cyekerezo cyawe. Ugomba guhora ukangurira abakozi bawe ko bagomba kwitanga ngo ubucuruzi bukomeze butere imbere. 5. Umva ibitekerezo by’abandi Ibyo ukora mu bucuruzi ubikorera abandi ugomba kumva rero ibyo batekereza ku byo ubagurisha ntubifate ku buryo bworoheje. Kugira ngo umenye ko ibyo ucuruza bitameze neza ni uko wowe wabikoresha ubwawe ukumva niba ari byiza. Abakozi bawe na bo ugomba kubasaba kubikoresha hanyuma bakakubwira niba hari ikibazo babibonamo.

8. Irinde ibyadindiza ubucuruzi bwawe Ushobora gutangirana ubucuruzi bwawe ukoresha amafaranga make, imwe mu mpamvu uzatangirira hasi ni uko uzaba ukeneye kwagura ubucuruzi bwawe vuba vuba. Sesengura imyanya ufite mu kazi hanyuma ukuremo imyanya itari ngombwa kugira ngo wongere ibicuruzwa cyangwa serivisi aho kugira umubare munini w’abahembwa. 9. Shaka abakozi bemera ko inzozi zigerwaho Uburyo umukozi ashobora guteza imbere ikigo cy’ubucuruzi ni uko aba acyemera yumva mbese ibyo gikora bimushimishije. Iyo ushatse abakozi ugomba kuzana ba bandi bafite ishyaka ryo guteza imbere ibyo ucuruza. 10. Abakozi b’ingwizamurongo batesha igihe bakanadindiza ibikorwa byawe Ndetse n’amasosiyete yashinze imizi usanga afite ibibazo byo guhugura abakozi bashya. Iyo bahaye akazi abakozi bafite ubushobozi buke usanga basezera umwaka utarangiye, ibyo rero bishobora kudindiza sosiyete yawe iba igitangira. TSM Thomas Oppong is the founder and editor at Alltopstartups. Thomas@alltopstartups.com

Hanyuma nawe ugomba kwegera abakiriya bawe cyangwa se ukegera itangazamakuru. Tega amatwi ibyo bakubwira hanyuma niwumva hari icyo wahindura ugikore. Shyiraho uburyo butuma umenya icyo abantu batekereza ku byo ubagurisha. 6.Ugomba kumenya gusobanura ibyo ukora Niba utageze ku ntego zawe ntiwihe igihembo, ntiwiyongerere umushahara mbese bikore nkuko wabikorera abakozi bawe igihe batasohoje inshingano zabo nkuko byakagombye. Ba umuyobozi aho kuba uyoborwa. Ugomba gukora ku buryo abari mu bucuruzi bwawe bamenya aho wifuza kugana. Jya ufata umunsi umwe uganire n’abakozi bawe bo hasi hanyuma ibyo bakubwira ubikuremo amasomo. 7. Incuti zawe ntizakuviramo abakozi beza

Hotel Des Mille Collines enjoys a significant historical legacy in Rwanda as one of the most elegant 4 star hotels in the city. Nestled in picturesque surroundings while still in the heart of the city, the hotel has an enviable reputation as a place to conduct business with conference facilities, a fitness centre, 24 hour room service or merely take the opportunity to relax the evenings away in our scenic gardens next to the iconic poolside.

Ntugahe akazi incuti zawe. Abenshi batangira ari incuti kuko baba babona ko byoroshye. Incuti ushobora kuzizera kurusha abandi ariko kubakoresha bishobora kutakorohera kuko uba ubazi cyangwa ubizera. Ariko icyo ugomba kwitondera ni uko utagirana amakimbirane n’incuti yawe iyo mufatanyije ubucuruzi.

Ideally located 15 minutes from the airport, with112 executively furnished rooms with air conditioning, and an in-room security safe, all serve to make your stay comfortable and effortless.

B.P.1322 Avenue de l’Armée | Kigali - Rwanda Tel: +250 252 576530 | Fax: +250 252 577059 E-mail: info@millecollines.net | Web: www.millecollines.net

Hotel Mille Collines.indd 1

20/06/2012 11:14

FEATURE

Hospitality Perspectives Reputation of Service Excellence

By Jerry O. Were

Creating and Leading a Remarkable Customer Service Team 1. Discovering the hidden potential: As an Executive Coach, I find myself probing my colleagues to find solutions to different challenges from within themselves or challenging them to do things differently and to strive for excellence in whatever they do. I am a very strong believer in the fact that the human being is an awesome and extremely powerful creature; specially packaged with unique talents, gifts and other inherent abilities. This therefore means that a good team builder or leader must not only be able to discover the potential hidden within their team members but also find a way of tapping into the hidden treasure that has been trapped within them. This is the golden recipe for winning with people and achieving remarkable results in the workplace. At the Nyungwe Forest Lodge, we fully appreciate and apply Michael Jordan’s idea of teamwork, ‘Talent wins games, but teamwork and intelligence wins championships”. We have even taken teambuilding to a whole new level where we have used the powerful Clarity 4D personal development tool to help members understand their different color energies and how to compress and stretch their comfort zones to meet team goals.

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2.Harnessing potential: Once the ‘treasure’ has been discovered, the leader must find a way of harnessing it, this I must say follows a very slow and gradual process. As a leader, you need to spend a great deal of time just getting to know your people and learning about their different ‘comfort zones’ (activities they can complete without much effort) because this is what actually sets the stage for job or role assignment within the team. You must look out for the following during the harnessing phase; • Passion: A constant inner stimulus that makes a team member carry out his/her work energetically and with commitment. • Self- efficacy: A personal truth about what a team member is capable of and what he/she could develop into. • Motivation to grow: This is best demonstrated by a deliberate desire to learn and to work on one’s personal development without expecting any external reward. In our next issue of TSM, we shall be looking at the role of the leader in creating a vision for the team, his/her role in the teambuilding process and how the leader can use his/her team’s special gifts, talents and abilities to assemble a formidable team where everybody gives their best performance without much struggle. TSM The writer works as General Manager, Nyungwe Forest Lodge-Rwanda jerry@nyungweforestlodge.com/jerry_were@yahoo.com

www.simonsays.co.za | 6300

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

2011 AWARD WINNER

Central Reservations T: +27 (0)41 509 3000 E: reservations@shamwarigroup.com www.nyungweforestlodge.com

conserving a vanishing way of life The SERVICEMAG Dec-Feb 2014

Celebrating

5 years of Serving you MESSAGE FROM THE GROUP CEO - MR. BADRU NTEGE

NFT Consult is the largest East African HR management firm with our Headquarters in Uganda and Branch offices in Rwanda, Burundi, Tanzania, Kenya and South Sudan. We serve our clients through a lean, flexible and Integrated outsourcing model that meets our Human resource management needs efficiently and effectively. In today’s competitive market, we have enabled our clients to successfully concentrate on their core competencies by outsourcing certain Human Resource services through NFT. Rwanda with its conducive investment environment was the first country we moved to after 5 years of operating in Uganda. Our passion for people has been the driving force behind creating a company that reflects our values of Integrity, Empathy, Veracity and Teamwork. We can proudly say we have achieved this over the last five years and as a result achieved steady business growth. As a Virtual HR department to our clients we offer a wide range of services including

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permanent, temporary and contract recruiting, organizational restructuring, individual employee assessments, training packages, team building programs, outsourcing of manpower and HR solutions. As is in the country’s vision 2020 one of the identified development pillars is the Human Resource Development (HRD), which lies in the empowerment of individuals through developing their skills. We are proud to have our goals aligned to this as from inception, we have been able to build a database of over 4,000 candidates, successfully placed over 500 candidates in employment and are continually building capacity with a current head count of 250 NFT employee’s outsourced to our various clients. We would like to acknowledge our gratitude to our committed staff for taking this journey with us as well as our clients for their continued trust and business. We are looking forward to serving you even better in the years to come. Murakoze Cyane!

NFT in Pictures

Core staff at work

NFT Consult the story begins 2008

NFT Q&A at career fair 2013

NFT Outsourced call centre staff 2010

NFT staff retreat 2010

Outsourced staff team building 2013

Celebrations 2009

NFT star performer 2012 being rewarded

Rewarding performance Outsourced staff 2011

Staff in training-Group Activity 2013

NFT staff celebrating smartness 2012

Outsourced staff feedback session 2008

Staff at End of year party 2011

Staff training 2013

ADVERTORIAL

NFT Directors with best performer 2009

NFT staff engaging job seekers at career fair

Outsourced staff retreat 2010

Winning team 2013-NFT Core staff

NFT Consult, the journey continues 2013

The SERVICEMAG Dec-Feb 2014

FEATURE

The sales pitch valid or invalid? By John Kageche “My name is mtu mwingine from kampuni nyingine manufacturers. As you know we are the only ones who make low-cost, robust quality refurbished tvs? We at knm deal in used tvs sourced from all over east africa and after we refurbish them, you wouldn’t be able to tell them from a brand new one by the way they look and work! We deal in all major brands. Buy this one!”

nd the prospect would buy, if not then, later; but buy he would. He didn’t have an option. The sales person was king; he knew it, he felt it and he smelt it. Such was the sales pitch then; a half minute speech by the sales person based on one assumption: we know and have what the market needs and the market must buy from us. The sales pitch also known as the elevator pitch has come a long way since absolute monopolies ruled the world. That was when Yellow Pages was the only advertising outlet, the Bank Manager was a demi-god and Elliot’s was the only bread on sale! At that time the pitch like the one above was perfect for the sales person; after all, the client had only two options-my product or my product. Since then, institutions have evolved to respond to market needs, players within the industry have increased dramatically and customers have become so much wiser. And then the internet totally transformed how selling is done in this century. Overnight, it would seem, institutions realized they never had sales people but order takers and renewal agents. The order taker did just that: he took the order from the client, say space on the defunct VoK, and submitted it to the office. Then waited for the client to call again and repeat

the process. The renewal agent was no better-he waited to be called by the client on the renewal date of say car insurance, and he happily ran, not out of a sense of duty, but purely because commissions would follow. Both the order takers and renewal agents were not pro-active and for them business was one thing and one thing alone: a transaction. Relationships were unnecessary and a total waste of time. With this knowledge institutions acted. For instance, depending on the product, just by putting the price and distribution outlet online meant they didn’t need the order taker. Others chose to train their sales staff and most found that they needed to overhaul more than the sales culture; they needed to overhaul the institution’s culture. Companies evolved but the order taker didn’t! And so the order taker wondered what was happening. Why were customers not falling over themselves for him? Why were his sales rapidly declining? What’s wrong with these customers? Wrong questions. What’s wrong with you would be the right question. And the answer to that is simple-in a fast moving world you have remained stationary and therefore regressed. The sales pitch of the past has no place in today’s market place. Ask any order taker. Today, the sales person must evolve to meet the dynamic prospect. He may have a sales pitch yes, but purely to define his business and not to make a sale. Today’s pitch is meant solely to yield sufficient interest in the prospect to want to know more, thereby willingly opening up the prospect to a conversation, not a direct sale. The sales person today must adjust to suit the prospect’s ever changing needs and wants. The sales person must also move from being transactional to being relational. TSM John Kageche - Lend Me Your Ears for: Dynamic Selling (Beyond the Sales Cycle) and Speak for Yourself! (Message Development, Speech Writing, Speaker Training and Coaching), lendmeyourears@consultant.com

Mbere y’uko usoza ijambo ryaweitegure gusoza neza Byanditswe na Anthony Gitonga

yo urangije kuvuga uba wifuza ko abagukurikiye basigarana iki bazavuga, bazemera kandi bazakora? Ni yo mpamvu ugomba gusubiramo mu ncamake ibyo wavuze mbere y’uko usoza. Icyo ni cyo wakagombye gusorezaho mbere y’uko uva imbere yabo. N’ inshingano zawe nk’umuntu utanga ikiganiro gutuma abakumva biga. Kora ku buryo basigarana intego yawe. Abantu bake gusa mu baguteze amatwi ni bo bazagira ibyo bakoresha bavanye mu byo wababwiraga. Benshi muri bo ugomba kubafasha. Aha hari inzira eshanu zizewe nkoresha nsoza ibiganiro byanjye mu buryo bunoze kandi bugira icyo butanga 1. Subiramo: babwire ibyo wababwiye. Ibi mbikora mbibutsa ingingo z’ingenzi. Ubundi buryo bunoze ni ugukubira ingingo z’ingenzi mu nteruro imwe yumvikana. Iteka mpora mbona abankurikiye basubiramo iyo nteruro inshuro nyinshi mu kiganiro. Kuyivuga uranguruye bituma wibutsa ingingo z’ingenzi. Abantu bagira amahirwe yo kuyikoresha igihe bayisubiyemo. Uru ni urugero rw’iyo nteruro. Nakoresheje iyi mu kiganiro cyanjye niyizeye. Kuganira ushimisha bitegura neza abo ubwira, shaka uburyo bwiza ubikora maze ubitangaze ushize amanga. 2. Bashishikarize gukora: bivugane ubuhanga n’intego z’ikiganiro. Icyo nshingiraho nshishikariza abantu gukora ni uko ubutumwa bunoze buzaha abantu ikintu bumva, bibuka kandi bakora. Shaka uburyo buboneye kandi bushishikaza kugira ngo utume bagira inyota yo gushyira mu bikorwa ibyo bize. Hinira ijambo ryawe mu nteruro ivuga gukora. Bashushanyirize isura yabo igihe baba bashyira mu bikorwa ibyo bize. Bongerere icyizere ko na bo bashobora kubikora. Babere isoko! 3. Anzura: genda mu buryo butazibagirana. Ugomba gukora ibi nkuko wakoze utangira. Ijambo, inkuru, ikibazo gishobora gukoreshwa. Ntukabigire birebire. Biteganijwe kuba akagingo kagufi. Ntukabaze ibibazo. Anzura ubasezera maze utegereze amashyi. Uwateguye inama azashyiraho indi gahunda y’ibibazo. Ugomba kugira ubushake bwo kugira ibindi umenya nyuma y’ibi bine biri kurubuga. Ese bijyanye no kuvuga? Hashobora kuba hari ibirenze kuri ibyo, ibi ni iby’ibanze. Iteka dutekereza ko nidusoma cyane tuzika byinshi. Oya ntabyo dukora, twiga cyane iyo dushyira mu bikorwa. Ntabwo twiga uko dutwara igare mu gusoma cyane. Tujya kuri icyo kinyabiziga cy’ibiziga bibiri, tukagwa iminota mike, tukagira ibyo twangiza, tukabikosora maze tukiga. Ni nako bigenda mu kuvuga. Wiga kuvuga iyo uvuga. Reba ayo mahirwe maze wite kuyingenzi muri yo. Nifuza ko habaho abavuzi, urugaga rwigisha kuvuga rubishyira mu bikorwa. TSM www.anthonygitonga.com The SERVICEMAG Dec-Feb 2014

FEATURE

Gutegura ubutumwa bukomeye Byanditswe na Anthony Gitonga

se abantu bazavuga ko ijambo ryawe ryari rifite ubutumwa buhambaye? Ese uzishimira kumva ingoma zivuga no kubona imirabyo myinshi kubera ijambo ryawe? Iga rero kubaka ireme ry’imbwirwaruhame yawe.

byoroshye. Iyo inkuru n’ibisetso utanga birimo ubuhanga, igihe cyose uzatsinda. Ibuka ko amahame ashobora kwibagirana ariko inkuru zishinga imizi. Inkuru zituma amahame yawe ahora yibukwa.

Mu ijambo rye ryo gusezera ku bwoko bwe tariki ya 11 Mutarama, 1989, Ronald Reagan yatanze uyu mwitozo: “ Nahawe akabyiniriro ko kuba icyamamare mu kuvuga ariko sinigeze nibaza niba ari uko nitwara cyangwa niba ari amagambo yanjye agaragaza icyo kinyuranyo- byatewe n’ubutumwa. Sinari umuntu uhambaye mu kuvuga ariko hari ibyo navugaga. Ni gute mugira ibyo mutangaza mu buryo buhambaye? Munyemerere mbagezeho uburyo bune:

4. Ba umunyakuri: garagaza ubutumwa bwawe. Iyo tubona igice, dutuma ubutumwa bwizerwa. Ba umunyakuri. Buri gihe gera ku ngingo ikomeye nkavuga nti iki ndacyagishakisha cyangwa nkavuga nti: “Dore uko nabonye iki ngiki.” Ukuri kurakenewe cyane cyane mu gusubiza ibibazo. Rimwe Mark Twain yagize ati: “Nashimiwe gusubiriza igihe. Navuze ko ntabizi.” Mwibuke ko atari icyo uvuga ahubwo uko ubigaragaza mu buzima bwawe.

1. Gira gahunda: gira gahunda yumvikana y’ibitekerezo. Ibyo kurya biteguwe neza biraryoha cyane ariko ibintu bivangavanze bitera ubute. Shyira ibitekerezo bishyigikira intego yawe mu ngingo ziri hagati y’eshatu kugeza kuri eshanu. Emerera abo ubwira kubona isano y’ingingo imwe n’iyikurikira. Subiramo mugihe ubereka isano. Ijambo riteguwe neza ryorohera abarikurikira. 2. Umvikanisha ibyo uvuga: bigire bigufi kandi byumvikane. Uretse gusa igihe waba ubwira abantu baba bategetswe kugukurikira kugeza ushoje, reba ku isaha hanyuma uvuge mu magambo make kandi yumvikana neza. Nkoresha ijambo ry’ingenzi mu kumvikanisha ijambo ryanjye cyangwa ingingo yose mvugaho. Ntukabahe ibirenze ibyo wakwibuka. Bigire bigufi, byumvikana, kandi urangize mbere y’igihe giteganyijwe. 3.Sobanura neza: erekana amahame yawe mu ngero zifatika. Babarire inkuru kandi ubasetse bikwiye. Ntabwo nakunze kuba umuntu ubara inkuru cyane, mba nshaka amahame. Uwo ni njyewe, si buri wese. Ubu nkora uko nshoboye nshakisha inkuru zo kubobeza amahame yanjye yumagaye mu kongera uburyohe ku kuri gukomeye no kukumvikanisha

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Ubu noneho ufite amabanga yo kugira imbwirwa ruhame iteguye neza. Ntabwo ari amabanga nkuko bivugwa, ni ibitekerezo umuntu hagize kuva kera. Ni koko turabazi ariko reka tubazane mu biganiro byacu maze turebe umusaruro. TSM www.anthonygitonga.com

ADVERTORIAL

COPED

Keep your garbage removed by a professional waste company www.copedgroup.com

aste collection and transportation is a challenge for many not until they get to know the Company for Environment protection and Development (COPED) known for their professional waste management. â&#x20AC;&#x153;By serving households, businesses, public and private institutions of our cities, we are achieving our mission of gradually turning Rwanda into one of the cleanest and greenest countries globally,â&#x20AC;? said Paulin Buregeya, Chief Executive Officer of the cleaner in an exclusive interview with the ServiceMag. Based on its well developed business model from the last 14 years of experience in waste industry, the company is now working out on a business strategy to be able to expand its services on national & regional level. Buregeya said his team of 120 highly skilled staff enables COPED to specialize into waste collection and waste valorization for the waste collection service which is done for three types of customers; residential customers, commercial customers like hotels, restaurants office buildings and institutions and special customers like healthcare facilities, industries, construction sites, other special waste generators. COPED is currently involved in recycling

of some waste into different useful products like organic fertilizer from the organic wet waste materials, briquettes which are cooking fuels from the organic dry waste materials, plastics bags from recycled plastic materials and other well sorted and treated non organic materials sold to other recycling industries in the region. Since COPED adopted the recycling approach for its social, economical and environmental impact, more than 100 jobs have been created in the value chain. The company also took it upon itself under its corporate social environment responsibility free education to schools and population about proper waste management and free waste collection for poor people and public places. Because of its commitment on keeping a clean green environment, COPED has been recognized by UNEP, World Bank, UNIDO, REMA, RRA, RDB RBS and RURA. For a clean home, a smart working place, a safe environment, just call COPED on 078 850 8290 or send e-mail to sales@copedgroup.com and get the difference.

The SERVICEMAG Dec-Feb 2014

UAP sets out to stretch the limits of insurance in Rwanda. F

or a nascent insurance industry like Rwanda’s, UAP comes across as very adaptive in its approach.

Some of the firm’s customers confirm that there is a unique streak in the combination of factors that influence their decision to stay with UAP Rwanda. Elisha Emimo, Hashi Rwanda’s Managing Director sums it up as passion with an injection of spice and flexibility that the market was missing prior to UAP’s entry. “Hashi has taken up both medical and asset covers from UAP Rwanda. The fact that I also insure my family and personal assets with UAP shows their attraction,” he said. With a wide array of previously unavailable products and packages, UAP Rwanda is stretching the limits of innovation. Yvanie Umurarwa, a medical consultant with Remera Polyclinic, singled out the medical professional liability insurance policy, a popular product that insures the medical practitioners against any legal liability arising due to errors, omissions or negligence while on duty. “With the number of medical professionals ever growing, there is need for sensitization for more people to go for it,” she said noting that the cover is also affordable. But product innovation is not enough. It has to be complemented with a strong customer service orientation. As Michael Boeuf and Paul Drucker once wrote respectively, ‘a satisfied customer is the best strategy’ and ‘the purpose of business is to create a customer’. Pauline Wanjohi, the Chief Executive Officer of UAP Rwanda is the first sole female CEO to run an insurance firm in Rwanda. Exuding confidence and speaking fluently, she outlines their approach to the insurance business. “Ours is about bringing freshness and financial freedom to Rwandan individuals, businesses and organizations,” she explained pointing out that the team has invested a lot of time and effort to understand the needs of the market and develop the most 24

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appropriate products. Among the products offered by the company are; medical professional liability insurance, medical insurance, travelsure, motor & home insurance, specialized insurances and employee benefits insurances. While the company has structured a full range of products covering traditional risks, UAP Rwanda has developed some specialised solutions targeting assets’ risks, industrial risks, business interruption insurances, contractors and engineering firms. They also cover terrorism and sabotage and indemnity risk for professionals such as lawyers, accountants, auditors and valuers. Entrepreneurs will be interested in the contractual liability, public and products liability, aviation and aviation liability, bankers blanket bond products and businessman’s comprehensive insurance and office comprehensive insurance. Ms Wanjohi adds; “the UAP Rwanda offices are designed in a way that we are always ready to serve because our model is that a customer shouldn’t look for someone to serve him or her, we are there to do so.” Continuous engagement is central to listening to customers so the firm provides a wide range of forums such as breakfast briefings with customers and dialogues with partners. The insurer also looks at having career talks with university students regularly to create awareness on insurance and build capacity. One such talk was offered at the University of Rwanda, school of finance and banking campus recently. Wanjohi believes that with her strong and skilled management team that has an established track record, they are enhancing the quality of life for Rwandans by providing simple, inclusive and relevant insurance services. “We have skilled people in management with extensive insurance and asset management experience that equips them to strongly execute our growth strategy.”

UAP Rwanda has developed some specialised solutions targeting assets’ risks, industrial risks, business interruption insurances, contractors and engineering firms.

AP Rwanda is part of the UAP Group of companies whose origin dates back over 80 years ago. In that period the UAP Group transformed from a general insurance underwriter to an integrated pan-African financial services group. Currently, the UAP Group comprises of 12 businesses operating in six markets; Kenya, Uganda, South Sudan, Democratic Republic of Congo, Tanzania and Rwanda. UAP Holdings Limited is the holding company for the various UAP subsidiaries with Headquarters based in Nairobi, Kenya. The subsidiaries comprise of six insurance companies, three investments, three properties, and one insurance brokerage in the Democratic Republic of Congo. The group, with interests in insurance, investment management, property investments and developments, financial advisory and securities brokerage is working to make its mark in Rwanda. “With our unwavering vision of being Rwanda’s revolutionary financial services company, UAP Is committed to enhancing the quality of life by delivering peace of mind and financial freedom. We have an exceptionally motivated team that delivers what customers want, when and where they want it,” said an optimistic Wanjohi, Chief Executive Officer, UAP Rwanda.

COVER STORY

Sublime Customer Service at UAP

ood customer service is a key aspect of a successful insurance business. UAP has therefore invested in hiring the right people for the job. This also saves the client time and money since they do not have to deal with different people.

to join the market. Elisha Emimo, Managing Director of Hashi Energy Rwanda Limited, described UAP’s customer service as ‘sublime’ and their products as ‘spicy’. “They are the only insurer I have found flexible in the market. They always tailor their services according to my needs which is a rare business quality here in Rwanda,” Emimo said in an interview with The ServiceMag.

“Your core purpose is important when doing business as it enables you to become more productive, give a much better customer focus and consequently grow faster and open more branches and hire more people,” Pauline “It isn’t surprising to find many Wanjohi, Chief Executive Officer who come to insure, say their of UAP Insurance Rwanda affirms. company’s assets with us, end up paying cover for their personal Thousands have tasted the assets,” Wanjohi says. best of customer service since the insurer became the latest The coming of the insurer 26

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has opened up the market to healthier competition and only those that provide the best of services and allowing financial freedom will prosper. As of end last year, the insurance sector performance improved progressively. The total assets of the sector reached Rwf 214 billion (US$ 336.5 million) compared to Rwf 157 billion (US$ 246.8 million) end December 2011, indicating a 36 per cent growth. The Pan African insurance company, UAP Rwanda, and Radiant are the most recent to set up shop in Rwanda joining more than 10 others.

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WOMEN IN AGRIBUSINESS

The gender value chain trajectory in agriculture By Gloria Iribagiza

n a bid to bridge the gender gap between men and women in the agricultural sector, several initiatives were implemented by the Government of Rwanda in partnership with institutions that focused on empowering women farmers. Several research findings indicated that as much as women were actively involved in mundane agricultural tasks, their presence was trickled down or was absent when it came to decision making, leadership and the management positions across the sector. Consequently, a pilot research programme dubbed the, ‘Gender Value Chain Coaching’ was introduced by AgriHub Rwanda within a farmer’s forum known as the, Potato Producers Cooperative Federation of Rwanda (FECOPPORWA) to address this gap. This was by bringing men and women to analyse together the prevailing gender gaps and subsequently coming up with strategic and practical solutions on how to shift the attitude of both men and women on gender roles and responsibilities at household and cooperative levels among which inclusion of women in the decision making processes and top leadership of their cooperatives.

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Through the initiative, men and women in five districts known as potato hubs and popular for potato farming were mobilized through cooperatives and introduced to a cutthroat awareness campaign that changed mindsets and transformed lives. Speaking to The Service Mag, Mr. Camille Nsengiyumva, the former Chairperson of FECOPPORWA during the implementation of the project said that the Gender Coaching Trajectory had a massive impact on the farmers’ lives. He gave insight on the findings and results of the trajectory whose implementation he spearheaded during his tenure as Chairman of the federation. According to Nsengiyumva, FECOPPORWA shaped the direction in which Irish potato farmers in the five districts of Nyabihu, Rubavu, Musanze, Burera and Gicumbi managed their cooperatives. Nsengiyumva who is also the first Vice Chairman of the Farmers Chamber at Rwanda’s Private Sector Federation (PSF) and a committed member of FECOPPORWA, said the

organisation was established in 2009 as a Government programme to empower cooperatives in the country.

using men as agents of positive change at a household and community levels.

The federation comprises of five unions in the above mentioned districts known for producing Irish potatoes. These unions have 32 primary cooperatives which consist of 3,565 individual members, of which 1,287 are women and 2,278 are men.

According to Nsengiyumva, it was recommended that, “women farmers needed to know and fight for their rights and that men had to play a vital role in this process.”

Shift in farmers’ mentalities “In the Northern Province of Rwanda, we realised that many people’s understanding is still heavily based on cultural values that characterised Rwanda’s patriarchal society,” said Nsengiyumva. With facilitation by Agri Hub Rwanda, a gender analysis was conducted in FECOPPORWA where men and women actively participated in identifying and analysing prevailing gender gaps in the potato value chain mainly in the Northern Province. According to Nsengiyumva, it was generally evident in the research project that the actors in the potato value chain still depended on old traditional ways of thinking.

Addressing the challenges There were three outstanding challenges during the implementation of the gender coaching trajectory programme: the lack of an improved variety of seeds, manure and fertilizers are expensive and the consistent unstructured distribution system for all agri inputs.

Positive masculinity is based on using men as agents of positive change at household and community levels.

“Men had the monopoly as decision makers especially in management of family assets and in the division and distribution of family duties,” Nsengiyumva said. Adding that, “… we found that men were stuck to jobs that generated income while the women were left burdened with several household chores and farming tasks that wore them out and left them without any financial benefits.” Basing on these findings, several issues were tabled for discussion with the sole purpose of changing the mind-sets of the actors who included seed multipliers, producers, input dealers, transporters and traders. “We wanted to deal with what was holding them back,” Nsengiyumva stated. With Technical assistance from AgriHub Rwanda, discussion points were arranged and a dialogue opened between men and women to discuss their role in the development of their families through the production and marketing of Irish potatoes. What helped was the use of approaches like ‘positive masculinity’, where focus was placed on changing the attitude of male farmers towards the consequent acceptance and inclusion of women in the decision making processes within their respective agriculture cooperatives. In fact this approach is based on

Irrespective of the above, Nsengiyumva says reducing the gap in the gender value chain will call for more emphasis on discussions or debates among farmers through village meetings and community radio outreaches countrywide in addition to involving the mainstream media who are in position to disseminate, educate and inform the public on the impact of agriculture on development.

“Effective programmes that promote equality and complementality between men and women based on equal opportunities and merit are what farmers need. Women should be involved and represented in all categories of the value chain which are; farming, harvesting and the sale of their products, as well as the leadership of the cooperatives. “Women should go beyond being casual labourers and treasurers in their cooperatives but should participate in decision making processes at the leadership level within cooperatives,” Nsengiyumva said. At the peak of the project, FECOPPORWA noticed a major change among the women members; their self-confidence was boosted as most of them are no longer stuck in the gardens, but have taken charge of trading and marketing their produce while others have become leaders in their cooperatives, which have always been led by men. The most important outcome of the gender trajectory was women getting elected for leadership positions in cooperatives. In conclusion, Nsengiyumva said, “Those who closely observe say that cooperatives led by women perform better.” TSM Email: glo.irie@gmail.com

The SERVICEMAG Dec-Feb 2014

WOMEN IN AGRIBUSINESS

Changed attitudes

Karakezi is married with three children. He is a small-scale farmer who cultivates Irish potatoes, maize and beans on a rotational cycle on his half acre farm.

Zebulun Ndagijimana, Farmer in Musanze District

During a breakout session on positive masculinity organized by FECOPPORWA, he shared how he and his friends arrived at a decision—merely out of frustration—to create an association that ‘empowered men.’

Zebulun Ndagijimana is a potato farmer in Musanze District and is a member of a local cooperative (KABOKAN) that works closely with the Cooperative Union of Potato Producers in Musanze (UCOOPAMU). Ndagijimana, who has repeatedly been elected as the cooperative’s president, said that when he joined the Gender coaching trajectory project, he knew that it was only men who were capable of leading and directing any entity or organisation. Ndagijimana says he did not understand that, “a woman could be elected to a position of responsibility in view of their ‘physical and intellectual abilities’.” His mind-set was that women could only be elected to take up roles as secretaries—at best—in a cooperative. During one of the sessions organised by FECOPPORWA under the theme, ‘Path type in the value chain’ Ndagijimana was involved in a debate on positive masculinity. That is when he came to understand the distinctions between gender and sex. Today his attitude and behaviour has changed for the better and he says he is more, ‘gender sensitive’. Since the project was rolled out, he has always campaigned for a change in the attitudes of men, especially those who are conservative in their mind-sets— he says they are many in his region.

Karekezi, Farmer in Rubavu District

“It was in October 2010, that I and three other friends decided to create a cultural association called ‘Association Des Maris Domines Par Leurs Femmes (AMADOF)”, Karekezi said. The association’s name literally translates to, ‘Association of Husbands dominated by Women’. Thankfully it was not approved when they sought to officially register it. “We lived in conflict with our partners for a while and we felt that we were disrespected because they had jobs and spoke out their minds—this was the cause of our disputes. As a matter of fact, my wife had a good job and contributed a key amount of money to the family. This helped to contribute to the financial status of our family but at some point it made me feel less valued on the social level. “She repeatedly worked late hours and it bothered me so much. This caused a conflict that set us apart. However, as I ‘m not used to violence, I confided in a friend who said it wasn’t good to use force against your wife in order to feel justified,” Karekezi narrated. Karekezi and his wife were invited to participate in the gender trajectory meetings, where they engaged in long debates and discussions regarding conflict resolution in the family. The couple now vibrantly share their testimony with the community in a bid to address conflicts resulting from gender role differences. They learnt why the inclusion of women in decision making alongside their husbands was important.

At the conclusion of the programme, he was elected a member of the potato value chain in Musanze District, which is headed by Mrs. Marie Chantal Mukeshimana and he says, he appreciates and has learnt a lot from her style of management.

“Practically, the debates allowed us to have constructive dialogue, which has enabled us to get along with each another. Today, I have given up any practice or behaviour that may negatively affect the happiness of the home. I have since dropped my association with the organization I formed with my friends.

Consequently, Ndagijimana is convinced that, contrary to what he previously believed before the course, women are as strong and as capable of running a cooperative—or even better than men.

When my wife returns early from work, we help each other to prepare the family meal. When we have a dispute, we are now able to respond in a constructive way,” Karekezi says. TSM

The SERVICEMAG Dec-Feb 2014

FOR YOU MANAGER

Gutangira ijambo wifitiye icyizere Byanditswe na Anthony Gitonga

iteguye neza, wageze aho ugomba kuvugira kandi ugiye gutangira kuvuga. Bagiye gufungura amarido maze utangire uvuge. Ni gute uzatangira kugira ngo bakubone uko ubyifuza? Icyizere cyubatswe n’imyiteguro ihagije kizagaragara mu minota ibiri ibanza. Iyo ni yo minota yawe y’ingenzi cyane. Nushobora kubemeza ako kanya ibindi bisigaye bizoroha. Nutabishobora ahasigaye hose hazakubera ibibazo. Mu gihe cyo gutangira kuvuga, David Peoples yemeranya n’ihame ryo gutangira ijambo akabisobanura muri aya magambo: “ Mu masegonda 120 ya mbere ntuba uragaragaza uwo uri we.” Nyuma y’aho, ikintu cyose uvuze kizumvikana kubera uburyo witwaye mu minota ibiri ya mbere.” Uko watangira kose, yaba umugani, imvugo imenyerewe, ikibazo cyangwa ikintu kigaragaza imibare, gifate neza mu mutwe kandi ukigire kigufi kandi cyumvikane. Reka nkurangire bimwe mu bitekerezo byatuma ugera ku ntego yawe mu gihe utangiye kugira icyo umurika. 1. Shishikariza abo ubwira kugukurikira: kora ku buryo bagukurikira. Hari utuntu tumwe na tumwe mumbwirwa ruhame yawe ugomba kwitaho kugira ngo ubashishikarize kugukurikira. Iyo ukigera imbere y’abo ugiye kubwira tangira wihambure. Ijambo ryawe rya mbere rigomba guhita ribakurura. Ubabajije akabazo gasukuye byagufasha. Kimwe nk’imibare y’ingenzi, amagambo yavuzwe neza n’umuhanga nayo atuma abantu bakanguka. Akantu gasekeje gatuma abantu bishima. Menya abo ubwira maze ushakishe cyane uko watangira neza ku buryo bubanogeye. – kora ku buryo bumva ko uri umwe na bo. Ikibazo gikomeye ugomba kwibaza mbere y’uko ugira icyo uvuga ni iki: “N’iki abo mbwira bahuriyeho?” iyo udashobora kubona ikibahuje mubigaragara ntukibaze ko uri umuntu w’inararibonye wumva ko ibyo uzi bihagije. Uko insanganyamatsiko yaba iteye kose, ushobora kurenga

inzitizi kandi ukigwiriza icyizere ubasangiza ibikomeye ndetse n’ibyo wishimiye aho ngaho. Abantu bashaka umuntu utuma icyumba kigira morali kandi wishimiye kuganira nabo aho kuba umuhanga uje kubigisha. 3. Bakundishe ibyo uguye kubabwira-kora ku buryo bashishikarira ibyo ugiye kubaha. Niba ubwo mwibwiranaga wavuze kucyo bakeneye kandi ukagaragaza neza ko ibyo ugiye kuvuga birimo igisubizo, uzaba washoboye kubicaza ubudatezuka. Bazaba bakeneye ikintu kimwe ugomba kwibandaho. Ndabyita kugaragaza ibyo bakeneye no kubasezeranya kugikemura. Iyi ni intangiriro y’ikiganiro kivuga ku buhanga :

[Shishikariza abo ubwira kugukurikira] mwari muzi ko ubwoba bwo kuvugira mu ruhame bwashyizwe ku mwanya wa mbere naho ubwoba bo gupfa bukaza ku mwanya wa gatandatu? [Menya imiterere y’abo ubwira] twese tugira ubwoba mu buryo butandukanye iyo tugiye kuvuga imbere. Kuva ku ntangiriro kugera ku musozo tugira ibinyugunyugu. Nanjye ndabifite. Urugero rufatika nanjye natangiye kubigira. [Bakundishe ibyo ugiye kubabwira] kuvuga bigufasha kumenya ko utari wenyine ku isi ufite ubwoba. Muri iki kiganiro, ndaza kubasangiza ibitekerezo mu gihe bikoreshejwe bizabafasha kugabanya ubwoba no kubuhinduramo amahirwe. Ndabashishikariza gufata umwanya mukajya muvugira mu ruhame imbwirwaruhame muri gutegura. Witeguye neza hose binyuze mu kwimenyereza no kujya ahabona bishimisha abakubona, uzaba uri munzira nziza zo gusubuza ibyo bari bakwitezeho. Ibuka ko twiga kuvuga neza mugihe tuvuga, gerageza ayo mahirwe. TSM www.anthonygitonga.com

The SERVICEMAG Dec-Feb 2014

FOR YOU MANAGER

LEADERSHIP with

HEART By: Anthony Gitonga

Kigali City Mayor Fidel Ndayisaba (L) attends to a resident seeking service, during the launch of customer service week.

The SERVICEMAG Dec-Feb 2014

allup Polls deviated from the norm and sought a different audience to understand the heart of leadership. They asked over 10,000 followers what was it that got them following certain leaders. They framed the questions not with lists of attributes to select from, but as focused open questions.

him, I had called my pastor, friends, and several relatives. None came! As I strode up and down the corridor that led to the operating theatre, I kept hoping that an understanding friend would show up. I had not walked down that road before and I needed someone to give me assurance that all would be well.

Asked to think of a leader and provide three key words that caused them to follow them, many words came up. Gallup boiled them down to a list of four attributes: trust, compassion, hope, and stability.

At around 4:45pm I felt a pat on my shoulder and looked over to see my manager. Young and single, he may not have had much to offer, but I needed someone by my side. He joined me as I continued the nervous pacing up and down the corridor and the whole time he kept telling me, “Anthony, all will be well.”

One that surprised them then and that might surprise many today is compassion. Respondents who spoke about compassion also mentioned words such as, caring, friendship, happiness, and love as outcomes of work relationships built on compassion. Gallup has accumulated a mountain of evidence over the years on the impact of a caring manager. Asking more than 10 million people to respond to the item, “My supervisor, or someone at work, seems to care about me as a person” they found that people who agree with this statement: • are significantly more likely to stay with their organizations • have much more engaged customers • are substantially more productive • produce more profitability for their organizations. I think there is more to work than just drawing a salary. We spend more waking hours at work than we do in any other place. Any attempts to make the workplace a better place to work in cannot be over emphasized. Becoming a caring manager is one of them. People want leaders who care not just those who calculate. Yes, results are crucial, but they are never attained in a vacuum. Results are accelerated through meaningful relationships. As Theodore Roosevelt puts it, “people don’t care how much you know until they know how much you care.” In 2001, I was working as an audit assistant in the erstwhile First American Bank. I was an eager father-to-be and the news about our baby coming broke a month early. I called the office to inform my manager of the impending emergency operation. Understanding the apprehension in my voice, he granted me an off from duty and obtained details of the hospital that my wife was admitted. No big deal. That is expected of every manager.

Before leaving, shortly after the nurses motioned me to go receive my bundle of joy, he asked me if I had anything else he would help me with. Being at the hospital a month before the expected delivery date, I would do with some support. He took that burden off my shoulders. I was at a loss for words. My manager connected with me in a needy hour compassionately. Those who connect with us in our critical moments connect with us forever. There is no duty instruction that he would give that I would not follow to the letter. The question of letting him down or even resigning became more difficult to even think of. You have heard it said before, “Keep your emotional issues at home we are here to get work done.” Proponents of this belief purport that if you care about your employees they will disrespect you and take you for a softie whose instructions can be skipped. Nothing could be further from the truth. I developed a deep sense of respect for and loyalty to my manager. To date we have remained friends. What can you do for your direct reports that would spark a new paradigm of a caring manager? You don’t have to engage the challenge of a labour room! You can send a card, remember your staff’s children birthday, share a lunch on your account, or watch your negative outburst. Anything that drops of the guard and reveals your human side will go a long way in forging great working relationships that deliver results while fostering an atmosphere of trust. So, could all the caring managers please stand up! TSM Anthony is a leadership author, speaker, and coach. A popular blogger and conference speaker, Anthony specialises on the subject of personal and leadership development. Visit his home page on www.anthonygitonga.com

What happened next was unexpected. Prior to calling The SERVICEMAG Dec-Feb 2014

DOUBLE RECOGNITION FOR SERENA AS AFRICA’S LEADING HOTEL BRAND AT WORLD TRAVEL AWARDS IN NAIROBI ON 16TH OCTOBER 2013 AND AT THE 9TH AKWAABA AFRICAN TRAVEL MARKET AWARD IN LAGOSON 27TH OCTOBER 2013 Serena Hotels East Africa continues to receive accolades from various parts of the world, following the big win at the World Travel Awards held in Nairobi where the group took home six awards across East Africa.

Best Hotel Chain in Africa

On the 27th October 2013, Serena Hotels was crowned “Best Hotel Chain in Africa” at the Africa Travel Awards (AKWAABA), which took place at the Eko Hotel & Suites Convention Center in Lagos, Nigeria. On hand to receive this award was Serena Hotel’s Group Managing Director Mr. Mahmud Janmohamed and the Regional Sales and Marketing Director Ms. Rosemary Mugambi. AKWAABA is the biggest travel and tourism exhibition in West Africa. This year, the show has attracted and hosted buyers from Africa, Europe and America.

Silver Award- Best Hotel in Africa

And just before the World Travel Markets in London, Serena Hotels received the good news of the “2013 Virgin Holidays Award” awarded to its Mombasa based Serena Beach Resort & Spa. This was at a gala dinner on 3rd November 2013 organized by Virgin Holidays ; founded in 1985 on the Virgin principles of excellent customer service, value, reliability, responsibility.

Best Overseas Hotel

In China, Serena Beach Resort & Spa was voted ‘Best Overseas Hotel’ at the ‘Gold List Award of China Tourism 2013’. The award ceremony took place on 8th November at the Beijing Conference Center in China’s capital city. In their 8th year of success, the “Gold List Award of China Tourism” was hosted by the leading travel magazine National Geographic Traveler China.

The SERVICEMAG Dec-Feb 2014

READER’S CHOICE AWARDCONDE NAST TRAVELER

Kirawira Serena Camp and Serengeti Serena Safari Lodge have received global recognition by Condé Nast Traveler Readers’ Choice Awards in its Gold List of World’s Best Hotels for excellent service and accommodation. Kirawira Serena Camp has received the highest rating of 95.0 while Serengeti Serena Safari Lodge has a rating of 87.2, both earning Serena Hotels two slots in the Top 100 Hotels and Resorts of the World. On this front clients of Serena Hotels have recognized our outstanding contribution to the development of the Continent, the economic aspirations of its citizens, the transformation of Africa’s image in international markets by branding the six destinations.

BRONZE AWARDINVESTOR OF THE YEAR

Lake Victoria Serena Resort has received Bronze Award as a runner up in investment in Uganda- courtesy Uganda Investment Authority (UIA). The UIA is a semi-autonomous government agency operating in partnership with the private sector and government to drive national economic growth and development. Serena Hotels spans some of the most evocative, exotic and enchanting destinations in the world. With a portfolio of twenty four Hotels, Safari Camps, Lodges and Resorts located in Kenya, Tanzania Mainland, Zanzibar, Uganda, Rwanda and Mozambique, and eleven properties in Afghanistan, Pakistan and Tajikistan, the Serena Hotels service profile offers unprecedented comfort, amenities, warmth and personal attention. With a focus on product quality, high service standards and guest satisfaction Serena Hotels will definitely continue in its quest to be the Hotel of choice for any discerning traveller.

ADVERTORIAL Following the big win at the world travel awards held in nairobi in october, Serena Hotels took home six awards for “best hotel chain in africa”, “ silver award - best hotel in africa”, “ best overseas hotel”, “ “reader’s choice awardconde nast traveler”, and “bronze award - investor of the year”. The group went on to be recognized again the following month as the “best hotel chain in africa” at the africa travel awards (akwaaba), which took place at the Eko Hotel & Suites Convention Center in Lagos, Nigeria.

The ServiceMag caught up with Charles Muia, General Manager of Serena Hotels Rwanda to tell readers what they do on a daily basis to ensure best customer experiences that in turn gets them such global recognition. TSM: What is your work ethic at Serena Hotels that make you stand out from the list of other numerous hotel chains? CM: You see these awards are totally based on ethics of the way you go about your daily business. The ways you do your coordination from the word go; from the entry to the exit of your guest. TSM: What are some of the factors that led to this achievement? CM: Firstly, we have continuous staff development programs where we expose our staff to a lot of experiences in and outside Rwanda. They go for trainings in different sister hotels in the region which help them a lot because they get to see how other people go about their business on a daily basis. We also bring in international chefs from Europe to come and work with us. In turn, we also take our chefs to France for further training which calls for a lot of time and money. The training is continuous; from January to January. The second is the physical structure of the hotel. We always want to stand for quality and progressively improve the quality of our products and services that we have. When I say products, I mean the ambiance of the hotel like how does the lobby look like, how are the rooms, the bar, the food and if the staffs are well presented in terms of uniforms. This is another area where we spend a lot of time and money to improve. The last one is the guests. What service satisfaction levels do you deliver? We have a continuous online survey where once a guest checks out, there is a form that automatically comes to him/her asking to rate the services that they had. Once the guest finishes, the form automatically comes to us which then allows us to look on areas to improve on. TSM: What are some of the new trends Serena has set to change customer experience in the country? CM: I have noticed that, in Rwanda, many hotels don’t have existing operating standards. People try hands-on. You try something today, try another tomorrow. The key for us is that we have established the proper working tools and standard operating procedures. For example

if you order for tea, how long does it take to come? You don’t say “you know our kitchen is very far” or “you know today we don’t have enough waiters.” There is a standard working method which shows that there’s a standard way of best service delivery. So our continuous training has given us a competitive edge. A lot of hotel keepers do not send their staff even when we are called for these trainings for free. You see the trick for them is, “where do I get these three stuff members to send when I need them to be working?” That’s the question hotel keepers ask themselves. For them, there is an extra cost. But sometimes one has to incur some costs to get a benefit. When it comes to the hotel, we continuously spend money to improve the product. Just to improve this lobby a few years ago, we spent some $ 4.6m. This is not money that one can get tomorrow, but we did so looking at the long-term which is another area where we have a competitive advantage over others. TSM: How do you ensure the best standards in service provision? CM: Our standard operating procedures allow us evaluate the whole process of service delivery so that it’s not based on the individual staff. There are manuals which we go through with the staff and keep on picking a service to improve. For example, we can a pick a day in the restaurant to see how we serve tea when everybody is there. The staffs get to ask questions or say “by the way we don’t have enough tea-pots in the kitchen.” If it is true, I provide the pots because they are a working tool. Also, whenever, we employ a new staff member, he or she has to be taken for at least three weeks training in the hotel just for him or her to understand what his or her relationship is in the restaurant with house- keeping, or in house-keeping with the kitchen. The employee should be able to know what his or her maintenance relationship is when they work in, for example the restaurant. He or she must report if the carpet isn’t okay or if the side table is broken. They must always report because keeping things straight is their relationship with the other hotel departments. TSM: What’s next for Serena? CM: We are looking into further expansion and the next area where we want to go is Kinigi, in the Northern Province where we have the gorilla circuit. We are already in discussions with other partners within that area and we think that within the shortest time possible we’ll be there. The SERVICEMAG Dec-Feb 2014

FOR YOU MANAGER

Here’s how to keep your employees happy By Thomas Oppong How important is having happy employees? For one, no client wants to deal with a miserable, crest fallen sullen face. Secondly, unhappy employees are likely to quit, only employees who are happy with their work remain and loyal employees help you build a strong business. It is worth it keeping your employees happy and it does not even have to cost much. Here are some inexpensive ideas on keeping employee morale high: 1. Allow Employees to Work from Home Every Now and Then. It can be tough to be stuck in the same office day after day. Fortunately, many jobs can easily be done remotely. Giving your employees a work-from-home day once every other week can be a huge morale booster. Working from home gives employees a change of scenery, a chance to relax, run errands, and spend time with their kids or pets, all while working at their own pace that day as long as they get their work done. You can do this for everyone on the same days each week or on a rotating schedule, depending on your company’s needs. 2. BYOD A recent Cisco Systems study revealed that employees who are allowed to use their own mobile devices for both work and personal use have a higher level of satisfaction and greater productivity than those who are forced to use a company-issued device. That’s a big reason why so many companies are starting ‘Bring Your Own Device’ (BYOD) programs. It can actually save you money, since you only have to pay employees a stipend for their work use on their device without being required to purchase a device for everyone. All you need is a mobile device management (MDM) program, such as the one offered by Blackberry, in place and you’re good to go.

The SERVICEMAG Dec-Feb 2014

3. Music in the Office You would be surprised at how much music can improve employee morale. This isn’t just elevator music, either (no one likes that). Have you ever noticed how happy the dentists and dental assistants seem in offices where rock, adult contemporary or country music is piped into every room? That’s because music makes people happy. Your business will be a much more cheerful place if you play music. You can use a radio and let employees take turns choosing the station. You can also let employees bring their own CDs to play in the office, or even let them each listen to what they like best by allowing them to listen to Pandora or Spotify and work with their ear phones on. If you do play music for the whole office, just make sure it’s not too loud, that can distract people as they work. 4. Themed Holiday Activities Nothing spells fun like holiday revelry. Shake things up and give employees a creative outlet they will enjoy by celebrating in your office, a small celebration to mark birthdays, maybe a shared lunch at the office or some phone credit once in a while. Even decorating the office together for the Christmas season or free drinks to mark the Independence holiday will brighten up spirits. Anything you can do to make holidays noticeable in your office will boost employee morale. Consider ways in which you can motivate employees, make them happy and boost their morale and it will pay off with a joyful disposition, better performance, loyalty and consequently a more successful business. TSM Thomas Oppong is the founder and editor @Alltopstartups. You can reach him at Thomas@alltopstartups.com.

Ese wahuriza hamwe ute abakozi bataziranye mu isoseyete y’ubucuruzi igitangira Byanditswe na THOMAS OPPONG

ushaka abakozi ni icyemezo kitorohera umuntu wese utangije ubucuruzi. Icyo cyemezo gisaba kugitekerezaho kikanasaba uburyo n’abantu bihagije kugira ngo gikoranwe ubushishozi kandi gisozwe neza cyane cyane iyo ari ubwa mbere.

kwitwara neza bagatora vuba umuco w’ikigo cyawe cy’ubucuruzi vuba cyane kurusha abaza ari bashya nta cyo bazi ku kigo cyawe. Nawe uba uzi ibyo bashoboye n’uko bakora. Ugomba kuzana umukozi ufite amatsiko n’ubushake bwo guteza imbere ibyo ukora.

Iyo utangiye ibikorwa byawe by’ubucuruzi ikintu cy’ingenzi ugomba kwitondera ni abakozi utangirana na bo. Abakozi ba mbere ni bo baha umurongo, isura, icyerekezo ubucuruzi bwawe bikaba byatuma butera imbere cyangwa buhagarara. Icyemezo cyo guhitamo abakozi beza ni wowe wenyine ucyifatira. Sosiyete yawe y’ubucuruzi ishobora kuba muri sosiyete zikomeye, yitangire neza ukiyishinga.

4. Koresha imbuga nkoranyambaga mu gushaka abakozi Uburyo bumwe bwiza ushobora kubonamo abakozi ni ukujya kuri Linkedin cyangwa Twitter ndetse n’izindimbuga nkoranyambaga Ugomba gushakisha inama uhasanga kandi ugatangaza imyanya y’akazi ushaka gutanga ku mbuga nkoranyambaga.

1. Ni byiza kugisha inama inzobere mu micungire y’abakozi Abatangiye ibikorwa by’ubucuruzi birabagora mu ntangiriro, ndetse na sosiyete z’ubucuruzi zisanzwe zikora usanga bitazorohera gushaka abasimbura abagiye usanga bikunze kuba ingoranabahizi. Ni byiza rero kumva inama z’inzobere mu micungire y’abakozi kuko bashobora kugufasha kubona abakozi bashoboye. Ni ngombwa rero kugira gahunda y’abakozi uteganya mu kigo cyawe noneho ukazana umuntu w’inzobere ugufasha gushyira mu bikorwa ya gahunda yawe.

Gutangira ibikorwa by’ubucuruzi bisaba kumenya guhanga vuba vuba buri gihe, abakozi na bo bagomba kugira ubushobozi bwo guhanga udushya kugira ngo mukemure ibibazo mugenda muhura na byo. Nk’umutangizi ugomba gukora utikoresheje, ubisubiremo Iyo tuza guhagarika gushaka kenshi nusubira inyuma ntucike intege komeza urugendo kugeza abakozi b’abahanga kandi igihe ugeze ku ntego wiyemeje. tukifuza gutera imbere Kwihuta rero ni byiza cyane. TSM

mu gihe gito, twari kugwa bidatinze maze tukaba isosiyete idashinze Bill Gates

2. Ntugakore ikosa ryo kwirukira gushaka abakozi igihe kitaragera Abantu bagitangira ibikorwa by’ubucuruzi buri wese muri bo agomba kugira inshingano yuzuza iyo bibaye ngombwa. Niba ubonye umwe mu bo mufatanyije ibikorwa by’ubucuruzi hari ibyo adashoboye ushakisha undi wo hanze wabikora ukamuhemba.

Thomas Oppong is the founder and editor at Alltopstartups. Thomas@alltopstartups.

com

3. Ugomba kwita ku bantu baziranye n’abakozi bawe mu kwinjiza abakozi bashya Abakozi beza bashya usanzwe uzi bashobora

The SERVICEMAG Dec-Feb 2014

FOR YOU MANAGER

Managing your cash flow By Eric Rutabana The age-old statement of cash is king remains true for all businesses but more specifically for small and medium enterprises (SMEs) given the challenging economic environment that SMEs operate in. Businesses need to differentiate between profit and cash flow. Many businesses are profitable, yet run out of money due to ineffective cash flow management. Many businesses generate substantial profit during a month as a result of orders or sales, but as payment often isn’t due for another 30 or 60 days, they struggle to continue operating, as they are unable to meet operating expenses or pay staff salaries. For businesses to avoid finding themselves in this situation, owners need to be aware of a few key areas that could result in cash flow problems. Credit control: It is crucial to have strict credit policies in place, as poor credit control can result in a business not receiving payment on time and in turn, could lead to the business defaulting on its obligations. It is also important to remember that larger enterprises often take longer to process invoices, which sometimes needs to be taken into account as late payment can have a drastic effect on SMEs. Analyze cash flow impact of offering customers discounts for early payment. Order fulfillment: If a business doesn’t deliver its products or services on time, the invoice will not be paid. Once a product has been delivered or service rendered, the bill should be issued promptly. Deposit checks as soon as they are received to avoid delayed clearing. Other factors that could lead to cash flow problems include inefficient ordering systems, poor management accounting, inadequate supplier management and lack of control over gross profits or overheads. The essence of successful cash flow management is the regulation of all money flowing in and out of a business. An increased, consistent cash flow will create a predictable business pattern, making it easier for a business to plan and budget for future growth. The following tips can help business owners on how to increase their cash flow: Take advantage of early payment incentives: If you have cash available, take advantage of the discounts offered by suppliers, as a 2% discount on a 30-day invoice is equal

The SERVICEMAG Dec-Feb 2014

to a 24% annual return if the money was invested. Also, enquire with all your suppliers as to whether they can offer a discount. Balance your client base: Many service and professional companies, for example, accountants and lawyers, work with certain clients on a project-by-project basis. Convert these clients to a retainer relationship by offering some kind of incentive or value-added service. While this may reduce profit margins, it will make cash flow more predictable. Check your pricing: Review your prices regularly in order to ensure that they are aligned with rising costs. Ensure you also monitor your competition on a consistent basis, if they are charging higher prices, then perhaps you should too. Form a buying cooperative: Although you may be in competition, sometimes it makes more sense to do joint buying and buy in bulk with colleagues and/or other businesses in order to save on volume purchases. Large volume buyers are able to negotiate better prices. Renegotiate insurance and supplier policies: Review insurance policies annually and regularly examine bills to ensure you are getting the best possible deal. Ensure that you keep a close eye on price sensitive services, such as internet and telephone access, as these can often change. Tighten your stock: Some SMEs think they make more money by keeping unnecessarily high stock levels. While this drains your cash resources, it also creates other problems of obsolescence, pilferage, and opportunity cost. Reduce overstocking by calculating your business inventory turnover ratio (cost of goods sold divided by the average value of your inventory) and compare this with the industry norm. Be sure to cater for peak seasons and take account of lead times. Consider leasing instead of buying: Leasing generally costs more than buying, but these costs can often be justified by the cash flow benefits. Lease payments also have a tax benefit as they can be claimed as a business expense. Stick to your budget: It goes without saying – avoid overspending. TSM 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 ; www.businesspartners.co.za

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Q & A with Ebenezer Asante, new Chief Executive Officer of MTN Rwanda looking to achieve outstanding customer experiences and ensure firm growth.

TSM: Early November, MTN Rwanda was awarded as the most tax compliant large tax payer, what does this mean to the company and what inspires MTN to promote compliance? CEO: Paying taxes is an enlightening self interest because at the end of the day when infrastructure is developed, it makes our work easier. The cost of doing business goes down, more industries spring up and many more investors are attracted into this country. TSM: As a partner in Rwanda's development, what makes MTN to be 40

The SERVICEMAG Dec-Feb 2014

a customer focused company? CEO: We have a lot of initiatives in place and more coming to ensure proper customer service because we want to transition from customer service to customer experience. Customer service is what we say we want to deliver. Customer experience is the effect of our service delivery on you. So if we say we want to deliver excellent customer service and at the end of the day you are not satisfied with the service then we havenâ&#x20AC;&#x2122;t delivered. Rwanda has achieved a lot of success. You can talk about the low corruption

rate, the cost and ease of doing business but we also want to put Rwanda on the global business map in terms of the best customer service. TSM: What are some of your initiatives in order to achieve customer satisfaction? CEO: To this end, I am happy to tell you effective from 4th November, MTN Rwanda opened the first ever 24/7 customer service center in Rwanda and most parts of Africa. Since we appreciate the change in nature of our business and the digital

world our customers’ lives revolve in, we don’t want factors like time to be a disincentive for any customer to access a service. What is important for us is raising the bar of customer service. So you will see a lot of innovation in terms of customer service, products & services and on how MTN Rwanda impacts the lives of Rwandans. TSM: What are you doing to promote financial inclusion especially for the people in rural areas using? CEO: Mobile Money has made doing business easy in this market. A small and medium enterprise does not need to journey for two or three kilometers to effect a payment. Payment no longer delays for a day or two because the recipient and a sender are in two different areas. Very soon, there will be many more payment touch points for DSTV, electricity and water and many more.

TSM: What is MTN's contribution towards voice and internet penetration in Rwanda especially with the coming up of the Smart Kigali initiative. CEO: The smart Kigali idea isn’t just that for us, it is smart Rwanda. For us it is in three areas; having smart networks and smart systems, providing smart enablance in terms of devices and thirdly smart people. To achieve the smart people aspect, we have to do a lot of digital education. We have to do a lot of demonstrations and provide a lot of digital experience. When MTN Rwanda talks of smart people, it is not only the people using the smart solutions but it is also the people developing smart solutions. We need local content which can only come from local people like those in universities and polytechnics. TSM: As a new CEO, what is your next focus for the coming years and which

kind of people do you look to reach out for? CEO: In short, the focus is to take the business to the next level because MTN Rwanda has come from very far and means a lot to the people in this country. At a time when nobody was willing to invest in this market MTN Rwanda showed the way. So as the new Chief Executive Officer, I am here to make sure that the people are satisfied and the business is growing. Significant growth year on year is paramount because once the business is growing then we are be able to continue paying more taxes, pay our employees well and pay more suppliers among others. The final strategy is we must bring innovative products and services. We have led innovation in this market and look at customer service where we are going to do many new things. Just watch this space!

We are here for you 24/7. The MTN Service Centre at UTC will now be open everyday, all day to give you the support you need.

The SERVICEMAG Dec-Feb 2014

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Situé seulement à 2 heurs de route de Kigali vers la Province de l’Est, Akagera Game Lodge est au coeur du Park National de l’Akagera surplombant le Lac Ihema. On y croise à longueur de journées quelques espèces du parc, des babouins et beaucoup d’oiseaux. Certes, le lodge est un peu défraichi et nécessite une rénovation rapide, qui est par ailleurs prévue pour 2014. Ce magnifique Lodge a tout ce qu’il faut pour passer quelques jours confortables. Le personnel est gentil et dynamique, la nourriture simple et délicieuse. Vous tomberez sous le charme de Charlotte, actuelle responsable du Lodge. C’est une vraie professionnelle du métier de l’hôtellerie qui a travaillé avec le Groupe Accor et d’autres hôtels de la place. La vue du lodge sur le lac Ihema est une pure merveille ... Et la piscine est agréable. Ce coin est idéal pour les retraites,séminaires, mariage, week end en amoureux ou simplement pour une farniente... une vraie communion avec la nature. www.akageralodge.com

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YOUR WELL BEING MATTERS

Avoiding and treating Food Poisoning By: Dr. Rachna Pande ill (not real name) returned from a party where she had thoroughly enjoyed the food and drinks. A few hours later, she started having loose motions and vomiting. She was rushed to the hospital, where she was informed that she had got food poisoning.

cloth are useful in relieving abdominal cramps.

Food poisoning develops after ingestion of contaminated food or drinks harboring microbes causing sickness. This could be the result of consuming stale, rotten food, unclean salads or raw fruits and vegetables, poorly cooked or undercooked items or consuming food in unclean dishes. It can also occur if the persons involved in cooking or serving food have poor personal hygiene. Contaminated drinks can also cause food poisoning. Food poisoning can manifest between an hour to 16 hours of taking the contaminated substance.

Prevention is more important than treatment in cases of food poisoning. Utmost hygiene needs to be observed in all steps involved in cooking and eating. This ranges from cleaning raw food material, cooking well, serving with clean hands and eating food with clean hands and in clean dishes. Salads need to be washed thoroughly with warm water before being eaten.

The germs producing food poisoning do so by either liberating toxins in the intestines or causing local inflammation. The illness manifests as diarrhea, abdominal cramps, nausea and vomiting in variable intensity. Severity of the illness depends on the quantity of harmful substance ingested and resistance of the person. Mild form of illness needs no treatment and subsides by itself within few hours. Bananas have natural anti diarrheal properties. Frequency of passing motions can be stopped or reduced if bananas are fed to a person at the earliest manifestation of food intoxication, provided there is no vomiting. Readymade oral rehydration solutions can be given by mixing the powder with boiled, cooled water. Alternately weak tea can be given to the sick person to be consumed in sips. Plain water should be avoided because water without electrolytes can cause uncomfortable abdominal bloating and even vomiting. Hot compressions done with a lukewarm water bag or

If someone has severe diarrhea or vomiting it is urgent to replace the lost water and electrolytes, preferably by perfusions otherwise it can be fatal.

As far as possible one should take warm freshly cooked food. Some infectious germs like listeria can survive in refrigerated food. Moreover if there are power cuts, the risks for microbes growing in the food substances kept in the refrigerator increase. Milk and meat products carry a high risk of food poisoning if stale. Therefore they should never be consumed unless one is sure that they are fresh and safe. One should take particular care when eating out. Here in Rwanda, Government has implemented good sanitary practices in hotels to ensure that people do not get sick after eating there. People also need to adopt and improve hygienic methods in food handling. Hygiene and cleanliness of food and water should be the first priority of an individual to protect his health. TSM Dr. Rachna Pande is a Specialist in Internal medicine Ruhengeri Hospital E-mail rachna212002@yahoo.co.uk

The SERVICEMAG Dec-Feb 2014

Bonjour, je suis dans le secteur des services et je me rends compte que mes clients ne me payent pas régulièrement. Parfois, je dois prendre des crédits pour exécuter un contrat mais malheureusement, je ne me fais pas payer à temps. Que dois-je faire ? Katia Manirakiza, Responsable du Département Légal de Ecobank Rwanda, Envoyez vos questions à Votre société rencontre des difficultés à se faire payer certaines factures. Il faut donc agir et la toute première action à entreprendre est de démarrer des actions amiables. Par exemple, établir un échéancier avec le ou les débiteurs en retard de paiement ou signer un protocole d’accord. Ces solutions amiables peuvent suffire à résoudre le problème. Si par contre cette démarche échoue, que les débiteurs ne coopèrent pas et ne règlent toujours pas leur dette, vous devrez passer de la procédure amiable à la phase contentieuse. Si vous possédez tous les documents justifiant votre créance : bon de commande, contrat, bon de livraison signé, la procédure rapide du référé devra être entamée. L’avantage de cette procédure est son caractère d’urgence. Le juge des référés ayant le pouvoir d’ordonner très rapidement les mesures nécessaires. La condition pour y recourir est que votre créance ne soit pas contestable. Ne prenez surtout pasndes mesures drastiques à l’encontre de vos débiteurs sans passer par la procédure du référé. L’avantage de cette procédure est qu’elle est rapide (en

askourlawyer@theservicemag.com

général 8 jours au plus). Par contre, si votre créance est effectivement contestable vous ne disposez pas de tous les documents contractuels, le débiteur met en cause votre créance – alors, vous ne pourrez pas recourir au référé et devrez utiliser la procédure au fond, c’est à dire la procédure normale de saisine du tribunal de Commerce. Dans ce cas, pas de traitement dans l’urgence, et la procédure peut s’étaler sur plusieurs mois. Mais vous avez le droit en parallèle, en attendant la décision, de solliciter auprès du juge l’utilisation de mesures conservatoires, comme une saisie conservatoire sur le compte de votre débiteur, pouvant améliorer vos chances de récupérer votre créance. Bien sur, cette mesure conservatoire peut être refusée si le Juge considère qu’elle n’est pas justifiée. Dans tous les cas et dans le doute concernant la procédure à choisir et afin d’assurer la défense de votre dossier, n’hésitez pas à vous faire conseiller par un avocat. Recourir à un avocat peut vous paraitre coûteux mais dans tous les cas, si vous gagnez, votre débiteur devra vous rembourser une partie des frais d’avocat.

Je suis dirigeant d’une entreprise et j’ai beaucoup de partenaires étrangers, principalement européens. Je signe régulièrement des contrats avec eux. En général, les contrats mentionnent que le droit applicable est un droit étranger ainsi que le tribunal compétent est un tribunal étranger. La plupart de mes partenaires ne veulent pas que l’on applique le droit rwandais. Comment puis-je protéger mes droits dans les relations contractuelles avec mes partenaires ? Le principe est que les parties sont libres de décider contractuellement du droit applicable au contrat. En général, Les tribunaux respectent le choix fait par les parties. Chaque contrat doit mentionner le droit applicable et bien sûr le tribunal compétent en cas de litige, ces deux notions vont de paire. Cela signifie qu’au moment d’un conflit, le juge ne pourra pas contester ce choix. N’importe quelle loi ou tribunal compétent peut être choisie, indépendamment du domicile et de la nationalité des parties. Une autre possibilité est de rédiger une clause du type « les parties peuvent convenir à tout moment de faire régir le contrat par une loi autre que celle qui le régissait antérieurement. » Il ne faut cependant pas que la modification affecte la validité du contrat ou porte atteinte aux droits des tiers. Mais dans le cas où vous et votre cocontractant n’êtes pas d’accord sur la loi à choisir, une loi neutre peut donc être retenue afin de ne pas conférer de préférence à un contractant. 44

The SERVICEMAG Dec-Feb 2014

C’est d’ailleurs la meilleure option possible pour éviter des mésententes lors de la rédaction du contrat. Par ailleurs, il vous est également possible de prévoir dans votre contrat, qu’en cas de litige, un tribunal compétent choisi aura seule compétence. Ce type de clause, très fréquente dans les contrats internationaux, est généralement bien respecté par les tribunaux rwandais. En définitive, les parties peuvent donc totalement choisir la loi applicable et choisir un tribunal compétent d’un pays différent de la loi choisie. Donc vos partenaires ne doivent pas toujours vous imposer leur loi, au contraire vous devez essayer de trouver une solution neutre. Dans tous les cas, soyez d’abord extrêmement précis et prudent dans la rédaction de vos contrats car cela déterminera en premier lieu les obligations de l’une et l’autre partie, surtout lorsqu’il s’agit de contrats internationaux. Un contrat bien rédigé devrait vous aider à protéger efficacement vos intérêts et réduire le risque de contentieux.TSM

Question:

As a consumer in e-commerce trading, I would like to know the legal risks and how to prevent them.

Joel Nsano Legal & Financial Consultant Email your questions to askourlawyer@theservicemag.com

Dear Reader, Electronic or E-Commerce is a term used to describe any type of business transaction that involves a buyer and a supplier, with the objective of selling/buying goods or services for an agreed price, and the transaction is done using an electronic platform (Internet). The E-Commerce is not limited by time or distance. The online E-Commerce presents a user-friendly business platform for the buyers and a great business opportunity for the traders/ manufacturers. The latter are interested in conducting transactions over the internet for mainly two reasons: low transaction cost and the immense number of customers they can reach. Its development poses a high number of legal issues. One can say that for the moment, the legal framework for regulating the E-Commerce is still at an infancy stage, due mainly to the complexity of the transactions, parties involved operating from different countries with different legislation, also due to the high speed at which the technology is advancing. The transaction usually starts with an online agreement, which in most cases is represented by application procedures that includes a notification of terms and conditions. The buyer has to confirm his acceptance to purchase the services/goods by clicking on “I understand and accept the terms and conditions”. From this point, he has to pay the price and expect to receive the goods/services on time and agreed place of delivery. A buyer in Rwanda can purchase online a laptop from a trader in Canada, which laptop was manufactured in China. It is therefore challenging to determine which jurisdiction will govern the online-purchase agreement. Such on-line agreements carry several issues on the consumer’s side, such as: security, privacy, dispute resolution, fees, fraud, delays in deliveries and mostly the jurisdiction issue. There are no global consumer protection laws. However, bilateral treaties have been effective in some parts of the world. The Organization for Economic Co-Operation and Development (OECD) recently issued non-binding guidelines. In the case a consumer needs to purchase online products or services of high value, it is advisable to proceed the payment through the bank wire transfer which protects the personal information and creates some kind of traceability of the transaction – that would be a good place to start. TSM The SERVICEMAG Dec-Feb 2014

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YOUTH TALK

Suhaa Schmitz Bringing diversity at the helm of Rwanda’s fashion scene SUHAA SCHMITZ, THE PROPRIETOR OF IKANZU DESIGNS, HAS PROPELLED HER BRAND AND PLACED IT AT THE HELM OF THE BUDDING RWANDA FASHION SCENE. AT 31 YEARS, SHE IS A DESIGNER AND FASHION ENTREPRENEUR WHO PASSIONATELY TALKS ABOUT CREATIVITY AND CAN’T WAIT FOR A TIME WHEN THE ‘MADE IN RWANDA’ BRAND WILL BECOME POPULAR ON THE REGIONAL AND INTERNATIONAL MARKETS. SHE SPOKE TO THE SERVICEMAG ABOUT HER GOALS,VISION AND PROSPECTS IN THE RWANDA FASHION INDUSTRY.

TSM: How did you evolve as a designer? I started this business about a year and a half ago. Before that I run a small workshop in Gikondo for two years where I experimented with my clothing. I currently operate here at Ikanzu, Kimihurura, where I have a workshop and shop which we plan to convert into a Fashion Hub, to sell clothing and accessories from several local designers around Kigali. TSM: Why did you decide to pursue a career in fashion? The idea begun out of boredom! When I moved to Rwanda in 2005 with my husband, I didn’t want to do office work and I was looking for something that would keep me outside the office busy creating stuff. Before this I was in the shipping business doing clearing and forwarding in Antwerp, Belgium. In 2007, I had a fashion show in the US Embassy and I did this because I had not heard of any fashion designers in Rwanda at that time. It was not until last year, at the Kigali Fashion Week that I met most of the Kigali local designers. TSM: What are some of the challenges faced by Fashion Designers in Rwanda? Material and tailors.If you are working with Kitenge, you will find that all the designers are using the same fabric. Most of the tailors are trained in classic fashion and it becomes a challenge to teach them modern design and fashion. I get my fabric mostly from Rwanda and try to use it in a different way so that it stands out. TSM: Would a change in fabric supply result in a boom in the fashion business? I don’t think so. The thing is, let’s call it, ‘the richer community’ in Kigali who can afford to buy modern clothing will be hesitant to wear common designs because they want to stand out. So if you have local fabric they will be a bit hesitant, but if you do import fabric that is not available here, they will queue up to buy

it. However, if we had a bit more choice in fabric available to make ready-t0-wear clothes, I believe a lot would change as we would be able to keep up with the fashion trends. TSM: Given these challenges, how have you attracted your customer base? It has not been easy at all, but it’s mostly been through word-ofmouth, the Kigali Fashion Week, my website: ikanzu.com and our Facebook Page. TSM: What are your aspirations? As of December or early 2014, I’ll be launching my new line; Suhaa Schmitz ‘Black Label’ or maybe the ‘Black Dresses’ that will feature imported fabric. For the past years, I’ve been using Kitenge, Kikoi, Batik, Kanga, a lot of local fabric; it will be different this time round. I also plan on being the local distributor for Vlisco from Holland. TSM: What are your biggest achievements? Being able to make unique leather crafts and accessories that stand out.I use Swarovski Elements (Crystals) from Australia; I’m the only designer in Kigali and East Africa who’s been branded by Swarovski, an internationally renowned brand. I also use Miyuki pearls and Tila beads from Japan. Regionally, I’m also probably the only designer using Tilapia fish leather from Uganda to make accessories as it’s mostly exported to Italy. I also use Kazuri ceramic beads from Kenya and all my leather is locally made in Rwanda. TSM: What is your take on service delivery in your field? I would like to see more Rwandan products besides coffee or tea exported internationally. If we could have clothing, accessories and other items from Rwanda,marked on the international market, it would make me proud. TSM: What is your message for the Rwandan youth? Keep reaching to the top. TSM

UP CLOSE HAPPIEST WHEN PEOPLE ARE HAPPY

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DREAM CAR RANGE ROVER EVOQUE. IT’S CURRENTLY DISPLAYED AT RWANDA MOTORS. IT’S WHAT MAKES ME WORK HARDER.” MARITAL STATUS. MARRIED FOR SIX YEARS AND HAVE A FIVE-YEAR-OLD SON.”

MOST COVETED ACCESSORY SHOES INSPIRED MOST BY RWANDAN PEOPLE

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The SERVICEMAG Dec-Feb 2014

INFLUENTIAL PERSON “THE FIRST LADY OF RWANDA, HER EXCELLENCY JEANNETTE KAGAME, BECAUSE SHE HAS INSPIRED MY WORK AND LIFE.”

FAVORITE DRINK/ DISH: “SAKAE FOR JAPANESE OR KHANAKHAZANA FOR INDIAN FOOD AND VIRUNGA MIST IS MY FAVORITE DRINK.”

Intambwe ya mbere yo kwigira: gukora ibidashoboka. U

buzima bw’umuntu umuntu ashatse yabugabanyamo ibice bitatu bikurikira : 1. Amabyiruka 2. Ubukuru 3. Ubusaza

Igihe cy’amabyiruka ni igihe cyo kwitegura ubuzima no kwidagadura. Igihe cy’ubukuru ni igihe cyo gukora no gutera imbere. Igihe cy’ubusaza ni igihe cyo gusangiza abandi inararibonye no guharanira gusiga umurage mwiza. Umunyamahirwe agera ku igeno rye (destiny) iyo aronse inararibonye ry’abashaje kandi akiri ingimbi cyangwa se umwangavu, agakora cyane nyamara ntiyibagirwe kwidagadura nk’umwana n’ubwo ari mukuru, kandi akagumana umutima wizera ibisa nk’ibidashoboka nkuw’umwana n’aho yaba asheshe akanguhe. Icyo nshaka kuvugaho si abo banyamahirwe, ahubwo ndashaka kuvuga ku bugimbi, aho umwana aba akeneye abamubera ikitegererezo, aho aba akeneye kwiga amashuri n’ubuzima. Mu Kinyarwanda tugira amagambo abiri tubivugamo: uburezi n’uburere. Ibyo byombi ntibisigana nk’amanywa n’ijoro. Leta y’u Rwanda yatanze uburyo bwo kwiga kuri bose, uburezi bugera kuri bose. Ariko uburere buracyari ikibazo. Mu cyumweru gishize, umunyeshuri wo muri Kaminuza Nkuru y’u Rwanda yishe nyina umubyara. Uwo musore yahawe uburezi buhagije, ariko nta burere yabonye. Uburezi butagira uburere ni akaga gakomeye. None se uburere bwava he kandi nta bantu bo kubera urubyiruko icyitegererezo n’akarorero? Kwiga, kwigisha no kwiyigisha uburere birashoboka. Umuntu ashobora gufatira ku ntwari zo ku isi zahinduye ingendo y’isi mu buryo bumwe cyangwa se ubundi.

Reka dufate urugero. Reka tuvuge ko ushaka kwiga indangagaciro yo kudacika intege uko byagenda kose. Ushobora gufatira urugero kuri Henry Ford, wakoze imodoka ya mbere ikoreshwa na moteri ku isi. Ntiyemeraga ko hari ikintu gishobora kumunanira, kandi kuri we ibintu byose byarashobokaga.

Byanditswe na Olivier Biraro. uba ufite ukuri. » Si ngombwa ko nkubwira ubutunzi n’ikuzo V-8 yazaniye Ford!

Umunsi umwe yasabye abakozi be gukora moteri ifite ibice umunani bitwika amavuta kugira ngo bibyare ingufu, kandi bakayikora ifatanye ari imwe.

Abantu benshi bazi iminsi y’ikuzo ya Ford, ariko bake nibo bazi iminsi ye y’imiruho, kandi myinshi: yavukiye mu muryango ukennye, kandi kugeza afite imyaka mirongo ine, yari agikennye. Ubuzima bwe bwatangiye guhinduka ubwo yafataga icyemezo cyo kureka gukora ibishoboka byose kugira ngo atere imbere nk’uko abantu benshi babigenza, ahubwo akiyemeza guhaguruka, agakora “ibidashoboka”.

Mu buryo bwariho icyo gihe, ibyo bintu ntaho byari bitaniye no kurota uhagaze. Abakozi be baramubwira bati: “ntibishoboka!”

Ford ntiyigeze akandagira mu ishuri. Ntiyari afite uburezi, nyamara yari afite indangagaciro ikomeye kurusha dipolome : kudacika intege.

Arabasubiza ati: “ndabizi ko bidashoboka, ariko nimubikore!” Ababwira ko azakomeza kubaha umushahara, nabo bagakora ibidashoboka. Bamwe babonye ko ari amananiza bareka gukorana nawe, abandi barakomeza, ntibacibwa intege n’uko bigoranye.

Niba ufite inkoranyamagambo, nticyaba ari igitekerezo kibi ucishije ikaramu y’umutuku mu ijambo “ntibishoboka”

Abaha igihe n’uburyo, batangira gukora ibidashoboka, kuko iyo batabikora, amasezerano y’akazi nawe yari kurangirira aho. Amezi atandatu arashira, bataragira aho bagera, ariko buri munsi bakaza mu kazi, baje gukora ibidashoboka. Andi mezi atandatu arashira, Ford akibahemba. Hashize umwaka n’igice, Ford arongera arababwira ati : « nta kindi nshaka uretse V-8, kandi ngomba kuyibona. Muyikore” Arakomeza arabahemba. Bakora ibishoboka byose. Umunsi umwe, nyuma yo kumara imyaka n’imyaka bakora “ibidashoboka”, ibanga rya V-8 bararibona! Nuko abwira abakozi be at : “Iyo wemera ko bishoboka, uba ufite ukuri. Iyo wemera ko bidashoboka, nabwo

Iyo uriya musore wishe nyina ejo bundi amenya ibi, ntaba yarapfuye na nyina ibibazo by’amasambu, kuko yari kwikorera akabona ubukire burenze amasambu yapfuye na nyina Kwigira bizashoboka vuba cyane uburezi nitubwongeraho uburere n’indangagaciro. TSM

TRAVEL REVIEW

VISIT CHICAGO WITH Globally yours

By A.K. Otiti It is time to start preparing for your next holiday. Turkish Airlines offers you great deals on flights to North American destinations including New York, Washington DC, Houston, Los Angeles and Chicago. All the fun places you can visit in the U.S.A. If your choice happens to be Chicago, you are in for a treat! Chicago is a popular tourist destination so you will never feel out of place. Because of their vast experience in dealing with visitors from all over the world, wherever you visit in The City of Chicago you will feel welcome. I must say that when it comes to customer service, America has mastered the art. Let’s start with arriving there, Turkish Airlines will deliver you to Ohare International Airport, the second busiest airport in America. There will be people dashing past you all the time. Even though it is so busy, however, Ohare is very user friendly; if you can read you can get around easily. Just keep your eyes on the screens and signs around you. When it comes to touring, like many big cities, it may not be possible to go round Chicago over one short holiday. Your best bet at getting an overview will be the ‘Hop On, Hop Off’ buses similar to City Tour buses in many cities. When you buy a ticket, you are free to hop off at any point on the tour if you would like to spend a little longer at some places and hop on later. Start off by unwinding at Millenium Park. Chicago still maintains a green belt in the city. The entrance to the Millenium Park commonly known as ‘The Bean’ is probably the most photographed site in the city today. Deriving its nickname from its shape, ‘The Bean’ is a shiny steel bean-shaped gateway that reflects its surroundings. It is a great architectural design and it made me feel like putting my arms round it! If you travel with children, you don’t want to miss a visit to the Navy Pier where you can play games together, visit the museum – there is a Children’s Museum there or watch a big screen movie together. If they are brave, you could try a ride on the Ferris Wheel and you will get a wonderful view of the city as you rotate gently in the air. Americans mix business with pleasure all the time and you can sightsee, eat, be entertained and shop all at the same time. The 50

The SERVICEMAG Dec-Feb 2014

Magniificent Mile offers you a chance to do just that and you can spend the day ‘doing the mile’. On a sunny summer’s day, there will be many nationalities ‘doing this mile’; you could even make some friends. With shops and the beautiful view of the buildings and entertainment, all you have to do is let down your hair. Probably the height (pun intended) of the visit to the city for me was the John Hancock Observatory Center on the 94th floor of the John Hancock Building; higher than you could ever be in Rwanda – at least for now! That building does true justice to the magnificent Chicago skyline. You do not feel the height as you go up the super fast elevator but you will certainly feel the adrenalin rush when you see an airplane fly past at the level you are standing. The sight is stunning all around and I felt I was standing in the clouds looking down at the skyscrapers under me; you can even see into neighbouring states. You do not have to guess at what you are seeing, just spot it and the interactive screens tell it all. To really extend the ‘high’ feeling, sit down and treat yourself at the Lavazza Espression Café as you take it all in. For animal lovers, don’t miss a visit to the huge indoor aquarium - Shedd Aquarium. This may be your only chance to stand face to face with these sea animals! You will have water and all kinds of animals all around you all the while learning something new about them. You cannot leave Chicago without a visit to one of the huge shopping malls in the city. Discover the literal meaning of ‘shopping till you drop’ - walk miles in the mall, eat (the shopping mall food courts offer a wide variety and you can choose from Japanese, Chinese, American – sorry no African) and walk again and shop some more. So start planning for your summer break. But if you would rather go for a white Christmas, you will get the chance to discover that Chicago is not called the windy city for nothing, just watch that your ears don’t drop off! Either way Chicago is too much fun to plan just a single holiday, you will want to go back again and again and Turkish Airlines is at your service, waiting to indulge you! TSM

They wowed us!! Agency at MTN Nyarutarama Center The Cashier and her supervisor are wonderful ladies, always smiling and talking to customers with professionalism! I go there often and have consistently received good service. I also recommend the agency to my friends. Two things that pleased me the most and that show good customer service: 1. I went there about two times when their network was not working, the staff informed customers very kindly and apologized for the inconvenience suggesting that we could

WHERE WE HAVE BEEN

come back later if we were in a hurry. 2. One day, I was doing my transactions, always in front of the same smiling cashier, and the supervisor came next to her, and asked me: “How are you today Ms Isabelle, is everything fine?” Waooh, she read my name and talked to me to fill the gap of waiting for the transaction. I just told her they had the best staff in KCB. Kudos, and I encourage them to continue offering excellent services and also teach other agency staff to do likewise. Isabelle Sebatigita Mafurebo

Polyclinique Plateau It is not often that you get into a hospital and immediately get the attention you deserve as a patient, before you are asked if you have a file, queue to see a doc, only to be attended to an hour or 2 later. My appreciation goes to the staff of Polyclinique plateau where I got exeptional care as a patient for the few days

I was there. From the welcome to the first aid before getting the lab results, to having even the cleaner ask the next day how my morning was all show just how much investment has been made in customer care right from the top management. Other health institutes need to borrow a leaf from this hospital. Kristy Mukundwa

MTN Service Center Nyarutarama I went to the MTN service center Nyarutarama and was served by an extraordinary agent called Olivier. For some reason the simcard for my blackberry couldn’t work. The mediacard of the phone also had to be reformatted. These two operations took such a long time but Olivier was very patient and even after all his colleagues had left, he stayed on till around 8.30 to solve the problem. He is really one in a million. I wish many service providers could learn from him Sandra Idossou

Biomedical Lab (BMC)

Mu mezi make ashize , nagiye mu Kigo kitwa Biomedical Lab (BMC), aho nifuzaga gukoresha ibizami. Kubera ko nari ntarigeze mpagera na rimwe, nahamagaye numero y’uwitwa Grace iri kuri adressi y’umurongo mpuzambaga (website) yabo, kugira ngo mbabaze aho bakorera n’amasaha yabo y’akazi, ariko ngira amahirwe make sinamubona. Icyantunguye, Grace yaranyihamagariye amasaha y’akazi yarenze, ambaza niba bitangoye kumenya aho bakorera. Byarantangaje cyane, kuko nta na rimwe nari narahuye nawe, ariko agumana número yanjye nk’umuntu ushobora kuzavamo umukiliya wabo. Nyuma y’aho nagiyeyo gukoresha ibizami byanjye ariko nifuza no kubonana na Grace, kugira ngo mubaze ukuntu yibuka guhamagara abakiliya ndetse n’abashobora kuzavamo abakiliya na nyuma y’amasaha y’akazi. Dore uko yansubije:“nkunda akazi kanjye, numva nakorera umukoresha wanjye nk’uwikorera” Muri make, nakiriwe neza cyane birenze uko nari mbyiteguye. Byanditswe na Lina.

The SERVICEMAG Dec-Feb 2014

A VOUS LA PAROLE

Il y a un avenir en l’Afrique Par Sandra Idossou

es images de la catastrophe de Lampedusa qui ont circulé ces dernières semaines sur les chaines mondiales de télévision ont été assez pénibles à regarder. Les corps de centaines de jeunes africains repêchés au large des côtes de Lampedusa reflètent hélas le désespoir que vivent malheureusement la plupart de nos concitoyens. Quand j’étais petite, j’avais un oncle qui avait essayé tous les circuits possibles pour quitter son pays natal. Pour lui, il n’y avait aucun avenir. Il a souvent tenté d’émigrer dans la plupart des pays limitrophes avec un seul objectif : économiser assez d’argent pour pouvoir se payer la grande aventure de l’Occident.

“ L’Afrique affiche un taux de croissance de 4,8% en 2013 contre 2,9% pour l’Europe. Qui a dit que nous n’avons pas d’avenir ? ”

Dans cette quête, il a essayé tous les circuits pour le visa Schengen et a même tenté le désert de l’Algérie. Heureusement ou malheureusement pour 52

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lui, il a été obligé de rebrousser chemin quand le passeur a disparu avec ces économies de plusieurs années. Discutez avec ces jeunes qui préfèrent partir à l’aventure et vous serez surpris de leur connaissance parfaite du danger et du risque de perdre la vie en chemin. Mais pour eux, ce désespoir en l’avenir en Afrique vaut tous les risques qu’ils prennent. En tant que citoyenne de l’Afrique, j’en veux à tous les politiciens de notre continent qui dilapident nos ressources, qui ne s’occupent pas des besoins élémentaires de leurs populations tels que l’éducation, la santé, etc. Mais il me tarde aussi de dire à ces jeunes qu’il a y un avenir pour eux en Afrique. Les pays africains sont désormais systématiquement parmi les pays à forte croissance dans le monde, de 4,8 % en 2013 et de 5,3 % en 2014. Dans certains pays comme le Rwanda, les économistes prévoient des taux battants tous les records avec plus de 11%. L’Occident par contre va mal. Le taux de chômage est en hausse constante et le Fonds Monétaire International prévoit une croissance mondiale de 2,9 % en 2013 et de 3,6 % en 2014. Aux ÉtatsUnis, la croissance devrait passer de 1½ % cette année à 2½ % en 2014. C’est ici, sur ce continent, que les yeux du monde sont tournés maintenant. Il y a de l’espoir en Afrique. Saisis donc chaque jour pour t’améliorer, pour apprendre davantage, pour créer et pour qu’au moment des opportunités, tu sois prêt à les saisir. TSM

sidossou@theservicemag.com

NI BYIZA KUMENYA ICYO ABAKIRIYA BAWE BATEKEREZA KU BYO UBAGURISHA Byanditswe na Sandra Idossou

uri iki gihe tubona abacuruzi bakoresha amafaranga menshi mu kwamamaza ibicuruzwa byabo kandi hari indi nzira bacamo idahenze batajya bakoresha cyangwa batazi. Fora iyo nzira ni iyihe? Ni ukumenya icyo abakiriya batekereza ku bucuruzi bwawe.

Nkuko Bill Gates abitangaza : “ugomba kumenya ibyo abakiriya bifuza ko byahinduka kugira ngo ubinoze.”

Kumenya icyo abakiriya batekereza ku bucuruzi bwawe ni igikorwa gikomeye cyane kugira ngo ubahorane. Niba ufite iduka ntumenye icyo abakiriya batekereza ku byo ubagurisha ntuzatungurwe n’uko bucya ugasanga abakiriya bawe bagiye guhahira mu rindi duka. Ugomba kuzirikana ko kuba abakiriya bagikomeza kugurira iwawe bidasobanura ko baba bishimiye ibyo ubagurisha byanze bikunze. Bishobora kuba biterwa n’uko baba bategereje ko babona ahandi bagurira heza kugira ngo bigendere.

Ugomba gukoresha imbuga nkoranyambaga, udusanduku tw’ibyifuzo n’ibitekerezo, inyandiko yo kuvuga uko babona serivisi bahabwa, kugira ngo buri gihe bahore bakira ibitekerezo by’abakiriya bivuga uko babona serivisi bahabwa. Niba ufite urubuga kuri interineti andikaho ugaragaza ko wishimiye kwakira ibitekerezo byabo hanyuma ushyireho email yawe bashobora kukohererezaho ubutumwa Ubu buryo bwo kwakira ibitekerezo n’ibyifuzo by’abakiriya bufite ibintu byinshi byiza kuko umukiriya bimworohera kohereza ubutumwa kuri email avuga icyo atekereza kuri serivisi umuha nta wundi muntu ubimenye, utari wowe nyir’ubucuruzi.

Ese ntiwigeze ugira abakiriya wabonaga basa n’abishimiye serivisi ubaha ariko wajya kubona ukabona bahagaritse kugurira iwawe? Waba warigeze wibaza impamvu? Ese ni imiterere y’ibicuruzwa cyangwa serivisi ubaha byatumye bareka kukugana?

Ushobora gutekereza ko ukora neza ariko ntumenye ko utarasa neza ku ntego ukabyerekwa gusa n’uko utacyunguka waratakaje amasoko menshi yatwawe n’abo muhanganye ku isoko, ashobora kuba ari we abakiriya bagannye kuko abaha serivisi baburiye iwawe.

Ni ngombwa kumenya ibyo abakiriya bawe batekereza kuko bizagufasha kumenya neza uko abakiriya bakira ibicuruzwa cyangwa serivisi ubaha.

Ken Blanchard yibutsa ko : “ ibitekerezo by’uko bakubona birahenze cyane ni nk’ifunguro rya mugitondo rifatwa n’ibyamamare.”TSM

Ibi biterwa n’uko uko nyir’ubucuruzi abona ubucuruzi bwe cyangwa serivisi atanga bimeze si ko umukiriya abibona buri gihe.

sidossou@theservicemag.com

The SERVICEMAG Dec-Feb 2014

HAVE YOUR SAY

ABAKIRIYA NA BO BASABWA KUGIRA IKINYABUPFURA Byanditswe na Eddie Heh

se umukiriya aba afite ukuri buri gihe? Ese ni umwami/ umwamikazi naho utanga serivisi akaba umugaragu? Ese utanga serivisi agomba kwemera ibintu byose umukiriya amubwiye cyangwa akoze? Kwakira abakiriya ntibyoroshye ku buryo tugomba kwishimira imbaraga abatanga serivisi bakoresha kugira ngo batwakire neza. Twe nk’abakiriya usanga tutitwara neza, tutubaha abatwakira, usanga tubabwira nabi, nta kinyabupfura, tunabareba ikijisho. Iyo tuvuga serivisi nziza si ukuvuga ko tugomba gufata no kuvugisha nabi abantu baduha serivisi. Bose ni abantu nka twe bafite amarangamutima n’ibyiyumviro nk’ibyacu. Si ukuvuga ko tugomba kubafata nkaho bari munsi yacu. Baba bari mu kazi kabo nk’uko na we uba uri ku kazi kawe nkuko twese bitugendekera, abo bantu bafite uburenganzira bwo kubahwa no kubwirwa neza. Ntushobora gufata uburakari bwawe ngo ubuture ku bantu

baguha serivisi uhura na bo kubera ko uba wiriwe umeze nabi cyangwa se ugatura abakiriya ku mutwe ibibazo ufite mu rugo. Hari inkuru mperutse kumvana umukiriya ambwira ko umukiriya arangije gufata amafunguro muri resitora abwira uwamwakiriye ko amusigiye amagufa ngo ayarye. Nk’umukiriya, iyo nawe uvuganye neza n’abaguha serivisi nabo byanze bikunze bakwakira neza. Ndashaka kubamenyesha ko abakiriye badafite uburenganzira bwo kwitwara nabi. Imyitwarire myiza yawe nk’umukiriya izatuma n’ukwakira na we akwakira neza. Icyubahiro uzamuha, umubano mwiza n’urugwiro ugirira abaguha serivisi ni byo birakugarukira. Niba ukora mu bijyanye no gutanga serivisi aho gusubiza nabi umukiriya bishobora kukuviramo gutakaza umurimo hari ibintu bitatu wakoresha kugira ngo ushobore kwakira abakiriya bafite ubukana. Tuza Komeza ukore akazi kawe neza

kugira ngo utagwa mu mutego w’abakiriya batagira imico myiza kuko baba bashaka ku kugwisha mu mico yabo mibi ituma nawe ushobora kubigana. Ntukangize umunsi wawe kubera abo bantu badafite ubupfura. Gerageza gutuza, ukore ibyo usabwa kandi ube impfura. Umukiriya nataha uhite wihanagura mu mutwe ibyabaye noneho ukomeze wakire neza abandi bakiriya. Ibuka ko mu bo uha serivisi hari abakiriya beza kandi b’impfura. Abatagira ubupfura bangana na 5% ku bakiriya bawe bose. Ntukiteshe umutwe Ibi ushobora kubikora mu kinyabupfura wiyibagiza abakiriya batitwara neza. Iyi tekiniki irakomeye ariko ni nziza. Umukiriya azazamura ikibazo kitari ngombwa ko cyakomezwa. Aho guta umutwe ngo usubizanye uburakari ntugatume amagambo mabi yabo uyasigarana mu mutwe wawe. Fata akanya gato wiruhutse wishyire mu mutuzo. Bababarire Umuntu wese uje yikaza nta mpamvu ifatika cyane cyane igihe avugana n’ugiye kumuha serivisi ni umuntu mubi rwose. Mwibuke ko iyo baje aho baza bafite ibibazo byabo basanganywe. Kuba baramutse nabi ntibigomba kuguhungabanya cyangwa ngo bikwangirize umunsi. Twibukiranye ko serivisi nziza ituruka ku mpande zombi, uko dushaka ko badufata iyo baduha serivisi ni nako tugomba kubikorera abayiduha tububaha, nitubigenza gutyo natwe abantu baduha serivisi b’imfura, batiganda bazaduha serivisi nziza. TSM

The SERVICEMAG Dec-Feb 2014

Le syndrome récalcitrant du profiteur non-serviable, première partie Par Robert Nsinga

“

Servir et non se servir…” le mot a l’ordre éternel du débat sur le comportement serviable. Il n’y a pas un seul recoin de cette chère planète qui ne connaisse cet adage, sous une forme ou une autre. Pour la grande majorité, ces mots puisent leur origine dans la religion, dans l’audelà… Dieu, dans son infini sagesse, a façonné l’Homme pour que, par les actes de service de ce dernier, le Créateur y retrouve sa gloire et s’en plaise. A mesurer le taux de serviabilité courant dans les murs de nos bureaux, milieux récréatifs et foyers, la question de savoir si Dieu a passé une missive ou envoyé un messager pour nous. Peut-on supposer, en passant, que l’Homme est incapable de servir de

son propre effort? La Bible, le Coran et autres récits spirituels de notre ère prêtent à croire qu’il y eu un passage de communication, mais que l’interprétation du message et de son contenu varie entre une machination égocentrique et un complot visant la domination. Où donc est le message du service avant soi? Ne serais-ce pas hypocrite d’oeuvrer dans le secteur du service alors que le but est de faire profit? Ne remarquezvous pas que la plupart de ceux qui se lancent dans ce secteur commencent toujours avec un zèle prometteur qui s’éclipse lorsque le butin se profile? Ce syndrome récalcitrant atteint toute personne sensée, consentante ou pas. Mais je pense que l’élixir se trouve en

soi. Et si je puis le pointer du doigt, je le ferais en posant ces questions: Qu’est-ce que le profit? Que signifient les mots “satisfaire” et “se satisfaire”? Il y a quand même une certaine satisfaction, inexplicable certes, qui découle dans l’âme de celui ou celle qui a visiblement satisfait son prochain. Est-ce que cette satisfaction, cet échange de satisfaction précisément, peut être synonyme de profit? Est-ce cela notre gain? Quelle place occupe la monnaie dans cette équation? Quel rôle réel ou irréel joue la personne réceptrice de nos prestations? Y a-t-il un lien entre satisfaction et prestation? TSM robert.nsinga@gmail.com

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

Rwanda’s Insurer of First Choice The SERVICEMAG Dec-Feb 2014

HAVE YOUR SAY

La Réussite:

TALENT INNÉ OU À DÉVELOPPER? Par Jean-Pierre Lauzier

vos compétences et vos habiletés : ces actions vous permettront de vous rapprocher davantage de votre but. Chacun a un talent, sachez l’exploiter. N’ayez pas peur des échecs

ertaines personnes semblent être beaucoup plus disposées que d’autres à avoir du succès parce qu’elles vous donnent l’impression que tout ce qu’elles touchent tourne rapidement à leur avantage et que leur réussite est toujours au rendez-vous. Mais est-ce un don qu’ils ont eu à la naissance? La réponse facile, simple et rapide serait de dire oui et on n’en parlerait plus. Par contre, si on y réfléchit davantage, on constate que nous sommes tous destinés, et ce, sans exception, à réaliser de grandes choses.

Enfin, si vous prenez le chemin de vous développer et de progresser de façon assidue, il est certain que vous tomberez. Et ce, probablement souvent. Mais c’est dans la difficulté qu’on progresse. Si vous ne subissez pas d’échecs, c’est que vous n’osez pas sortir de ce que vous considérez être votre zone de confort. Plus vous réaliserez des actions qui vous forceront à en sortir, moins vos peurs vous paralyseront.

Malheureusement, la plupart des gens ont choisi d’exploiter leurs talents à un « minimum acceptable » parce qu’ils sous-estiment l’immense potentiel qu’ils ont et ensuite, parce qu’ils regardent le sommet à atteindre comme étant beaucoup trop haut pour leurs capacités. Par contre, la plupart de ceux qui réalisent de grandes choses ont adopté une attitude d’amélioration continue c’est-à-dire faire un petit pas de plus chaque jour dans la même direction afin de se rapprocher de leur rêve.

C’est à vous de décider de la grandeur des succès que vous désirez atteindre, d’abord en sortant de votre zone de confort actuelle et ensuite, en créant de nouvelles zones et en sortant à nouveau de ces zones de confort.

Alors, quelles actions devez-vous mettre de l’avant? Avant tout, votre plus grand défi sera de croire que vous possédez tous les ingrédients pour réaliser ce que vous désirez. Cette conviction vous permettra de garder un haut degré de motivation lors de votre ascension vers le sommet. 56

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“ Nous avons tous le choix de vivre nos peurs ou de vivre nos rêves.. ” Ensuite, vous devez changer vos actions, car si vous faites toujours les mêmes choses, vous obtiendrez toujours les mêmes résultats. En général, les gens savent ce qu’ils doivent faire, mais n’osent pas le faire parce que cela leur fait peur. Mais nous avons tous le choix de vivre nos peurs ou de vivre nos rêves. Pourquoi eux et pas moi ? Parce qu’ils y ont cru en s’améliorant, en faisant de mieux en mieux, de plus en plus, et ce, de jour en jour. Par exemple, vous voulez devenir humoriste, entrepreneur ou autre. Prenez une heure, voire trois par jour pour développer vos qualités,

Prenez bonne note que vos talents et vos qualités ont un rôle secondaire à jouer dans votre réussite. Si vous prenez la décision de changer en osant affronter vos peurs et en ayant le courage de vous prendre en main pour réaliser les rêves et les objectifs que vous désirez atteindre, vous aurez sûrement beaucoup d’épreuves à surmonter, mais vous vivrez de façon excitante et palpitante. Personne d’autre que vous ne peut prendre cette décision. TSM Bon changement! L’auteur est un conférencier, coach et formateur chez JPL Communications Inc. www.jeanpierrelauzier.com

AT YOUR SERVICE

shabamungu Nuruu is 25 year old and works as a driver and tour guide with Songa Africa Tourism Company. He studied field guiding at the Rwanda Tourism University College and interned at Rwanda Development Board as a guide at the Volcanoes National Park. With a passion for tourism and skills in communication, tour guiding, identifying birds and animals, Nuruu was only too glad to follow his dream with Songa Africa Tourism where he was hired as a driver/tour guide in 2009. Rwanda’s beauty was one of the things that inspired Nuruu to choose this uncommon career. “I am passionate about tourism, about wildlife conservation and travelling. Rwanda is beautiful and has variety of wildlife beauty” he says. “Guiding people to see this beauty is a joy for me.” “Also, it gives me an opportunity to practice what I studied as a student of tourism” he adds. He is grateful to Mr. Kirenga, a specialist in bird guiding who trained him and helped develop his passion for tourism. He is also thankful to Mrs Rosette Rugambwa who gave him an opportunity with Songa Africa Tourism. Nuruu likes the fact that his job gives him an opportunity to discover the various attractions through the tourism packages offered by Songa Africa Tourism Company and in so doing he gets to share the beauty of Rwanda with the visitors.

Moreover,

Nuruu thinks he is blessed to have a job that does not come with any stress like most jobs do. “I feel like I get to do what I love most of the time. My work keeps me informed, helps me network with different people and develops my communication skills.” Unlike the rest of us, he does not have to plan for holidays since he gets to be on holiday at work! Much as he enjoys his work, however, it is not without its challenges and Nuruu is irked by the poor service delivery and poor customer care in the restaurants and hotels that he takes the tourists he hosts to. “Poor customer care affects the tour experience negatively and reflects badly on Rwanda’s tourism and hospitality industry,” Nuruu reveals regretfully. There are also some very difficult clients to deal with and he has had to learn to be very patient and accommodative when dealing with the different kinds of people. In case you are wondering, what a day in the life of a tour guide is like; here is snapshot in Nuruu’s day. “A typical morning starts with checking for information updates on the weather and office schedules as far as tourist itineraries are concerned. I also check if all necessary tools needed for the

tour are ready and in order. With the tourist Itinerary, signage with their names, I head to the airport to pick them up. The tour normally starts with briefing the clients at the airport and this is followed by the Kigali city

tour before heading to other destinations out of Kigali. My afternoon normally involves relaxation activities like visits to historical sites, canopy walk and boat rides with the tourists.” Nuruu cautions young people who aspire to become tour guides to ensure that they have a passion for tourism and hospitality in order to offer a good service. They can then acquire knowledge and skills in the field through school or training. From his experience, they need to have good communication skills, be articulate, and multilingual. They should be well informed about the tourism industry and be exposed to various experiences they can always refer to to make their tours as interesting as possible. So if you are young, energetic, love the outdoors and willing to garner up a lot of information – here’s an opportunity - the tourism industry awaits you! TSM

You too share with us how you chose your career, developped it, your challenges and what you enjoy most about it. Write to editor@theservicemag.com The SERVICEMAG Dec-Feb 2014

N O FA SHI

The way we dress is one way of communicating to others before we speak, consequently how we present ourselves goes on to create a platform for the first impressions people will formulate about us. We have only one chance to create a first impression, read on for some handy fashion tips to keep you looking your best.

By Efua Hagan

Ladies

Leather office shoes From: Fashion World Ltd Cost: 50,000

Business Casual

It is becoming increasingly common for the dress code in some workplaces to be less formal. When this is the case, a business casual look is a good option as it will allow you to feel comfortable while looking professional at work.

Wooden Bangles From: Rwanda Nziza (RFTAA) By AKEZA Cooperative Cost: 1,500 (each)

Neutral colours are ideal for the office because they will not draw unnecessary attention to you. However you can inject a hint of colour into your look through your choice of accessories or handbag. To complete your look for the day, match this flattering business casual dress with brown shoes, simple wooden bracelets and an African print laptop bag.

Laptop bag From: Rwanda Nziza (RFTAA) by INEZA Cooperative Cost: 8,000 Rwf

Ladies

Shoes From: Jum Exclusive Ltd Cost: 50,000 Rwf

Purse From: Jum Exclusive Ltd Cost: 30,000 Rwf

Basket Earrings From: Rwanda Nziza (RFTAA) by INCO icyusa Cost: 3,500 Rwf

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Elegant

Match his beautiful blue blouse with yellow trousers for an elegant and bright look. A necklace is attached to the top which is great because you wonâ&#x20AC;&#x2122;t need to find a matching necklace to wear with the outfit! With such a colourful outfit, opt for shoes and purse of a neutral colour.

Gents

The professional look

Brown trousers are a fine alternative to black or grey trousers. They can be matched with a variety of shirt colours, however it is important to always complement brown trousers with a shirt that is light in colour. Dark coloured shirts such as red, maroon or black should never be worn with brown trousers. Light shades of the following colours are great matching options; green, pink, blue, or beige. For a neatly dressed and well put together professional look, match your brown trousers with a light coloured shirt, smart brown leather shoes and an optional tie.

Light pink shirt From: Fashion World Ltd Cost: 18,000 Rwf

Leather shoes From: Fashion World Ltd Cost: 60,000 Rwf

Tie From: Jum Exclusive Ltd Cost: 5,000 Rwf

Gents

Casual Shoes From: Fashion World Ltd Cost: 40,000 Rwf

Khaki jeans From: Fashion World Ltd Cost: 15,000 Rwf

Dressing for comfort

Casual attire is very popular. It is one that emphasizes comfort and personal expression over professional and uniformity. Although casual wear should be comfortable, it should be decent too. Get this relaxed look by combining khaki jeans with a checked shirt, and informal laced leather shoes.

The Author is the founder of iola Designs Ltd. ms.efuahagan@gmail.com The SERVICEMAG Dec-Feb 2014

PICTORIAL

Kigali Fashion Week On connaissait la beauté rwandaise. Aujourd’hui, la femme rwandaise - et africaine - est sublimée grâce à des collections plus inspirées les unes que les autres. La Kigali Fashion Week qui s’est déroulée en novembre dernier a été aussi l’occasion de découvrir le vivier de créateurs rwandais. La mode africaine n’a qu’à bien se tenir, Kigali est là !!!

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The ServiceMag’s Business Cocktail Le gratin du « service delivery » et du « marketing » réuni pour une soirée. Moment de détente, de partage d’expériences et de réseautage pour plus de 300 personnes, les soirées ServiceMag sont aujourd’hui devenues incontournables dans le monde des affaires. Merci aux partenaires KLM/Na Yomby/Serena/Sko

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CARTOON

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www.rdb.rw/nayombi www.nayombi.rw 64

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