The ServiceMag Issue 18 by The ServiceMag

ISSUE 18: JUNE - AUGUST 2014

www.theservicemag.com

Behind your every electronic transaction

WINNING AND KEEPING A MARKET HATEGANYIJWE IBIHANO BIKOMEYE KU BACURUZI BATARAGURA IMASHINI ZA EBM 3 ASTUCES POUR SERVIR LOYALEMENT LE CLIENT

BANKING SECTOR ANALYSIS Growth Steps in Rwanda’s banking sector FIND US ONLINE

smartcash 1

16 NEWS 08. News Briefs

FOCUS STORY 48. Banking Sector

CUSTOMER SERVICE 18. 3 astuces pour servir loyalement le client 19. Les attitudes à developper pour une bonne relation client 20. Les moyens à mettre en oeuvre pour gérer la relation client 24. Ten commandments of exceptional customer care 26. Honest Communication in Service

31 53

COVER STORY

36. Rswitch-behind your every electronic transactions

ADVERTORIAL 12. One UN 22. Rz Manna 28. RCAA 32. Rwanda Stock Exchange 42. UAP Insurance

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SALES AND MARKETING 30. Ugomba gusobanura ibyo ucuruza kandi ukabimenyesha abandi 34. Maslow's Hierarchy of Needs 40. Winning and keeping a market

HAVE YOUR SAY 60. They wowed us

BUSINESS MANAGEMENT 44. U Rwanda rwiteguye kwakira neza abashyitsi bazitabira inama ya AfDB

ICT 31. Ibihano kuri EBM 46. Understanding Internet-based ﬁnancing 48. The Cloud

62 PLUS

16.Hospitality Perspective 52.Ask our Lawyer 53. Your well being matters 56.Fashion 58.Pictorial 61.Travel review 62.At your service

Publisher's Note Publisher Sandra Idossou: sidossou@theservicemag.com Managing Editor Marie-Ange Rukundo: marie-ange@theservicemag.com Online Editor: Simon Corden: simon@theservicemag.com Design & Layout: Continet Designs Ltd: truman@continetdesigns.net

“Commitment means being loyal to what you said you were going to do, long after the mood you said it in has left you”.

English Editor: Aryantungyisa Otiti: aryantu@theservicemag.com

Recently, I read this quote and found it so profound that I wished I could share it with people I deal with on a daily basis. This is simply because we seem to live in an age where many are not trustworthy any more. Whether in business or in personal matters, many have lost the essence of being reliable.

Kinyarwanda Editor: Gaspard Habarurema: gaspard@theservicemag.com

Do your respect your commitments? Can your word be trusted? Can your clients trust you to keep the promises you make on your advertising outlets? It is so sad that this trait of trustworthiness is disappearing in our modern times. Many do not understand that making commitments is an act of agreement. When you do not honour the commitments you make to yourself, your friends, family, colleagues, customers or community, you simply destroy your credibility and this generates mistrust. In my short working experience, keeping commitments, no matter how insignificant they are is what allows me to look at myself in the mirror with a certain amount of self-respect every morning. It is true that sometimes, unforeseen events make it impossible for us to honour all our commitments but when these happen, it is the way we handle those situations that matter. You will also need to be self-disciplined and make sure you try your best to fix things that do not work out properly. Talking about sticking to commitments, we are very proud to feature RSwitch as our cover story. Their commitment to offer e-payment systems in Rwanda through innovative technology is a national pride. With a young and dynamic team, RSwitch has tremendously improved its services since its rebrand and is effortlessly committed to enable reliable electronic payment solutions. We are also extremely happy to bring you an issue compiled with our new team and we hope you will appreciate their creativity. Enjoy our 64 pages and kindly share with people around you. We will be very happy to hear from you on this new issue. As we all strive to improve ourselves, our services and our country, let’s keep in mind that the day we stop being loyal to our own promises; and accept it as normal; that is the day of our downfall. As Jean-Paul Sartre says, Commitment is an act, not a word. Enjoy the reading.

French Editor: Diana Ramarohetra: diana@theservicemag.com Marketing Consultants: Bea Umwiza: +250 788 781 562 Eva Gara: +250 782 029 803 Photography: photos@theservicemag.com Contributors: Jerry Were, Bonnie Kim, FaustinNiyigena, Gandonou S. Marcelin, GodefroidGatamba, PeninahGathoni, Gloria Iribagiza, Sarah Hall, DrRachnaPande, Efua Hagan, AngeGasangwa, Olivier Biraro, John Kageche, Robert Nsinga, Denise Umunyana, Katia Manirakiza, Simon Corden, Sandra Idossou, Marie-Ange Rukundo. The following organizations supported us in producing this issue: RSwitch, RwandAir, Mille Collines, AfDB, Nyungwe Forest Lodge, Rwanda Stock Exchange, Rz MANNA, MTN, Bralirwa, Akagera Business Group, AF Link, Living in Kigali, IGIHE, UAP, Akagera Aviation, Airtel, UN Rwanda, Serena Hotels, RDB, Promota Creations, RCAA. Disclaimer: The opinions, articles and photos in The Servicemag & 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 assuems no responsibility in effects risen therefrom and cannot accept responsibility for accidental loss of errors in articles and pictures.

The ServiceMag Rwanda Tel: +250 788 781 562 email: info@theservicemag.com advert@theservicemag.com www.theservicemag.com

KNOWLEDGE IS POWER

Legacy of hospitality

European Traditions

Enjoy fascinating views from the top of Kigali and remarkable hospitality at the legendary hotel of Rwanda. Indulge yourself in culinary experiences from casual to ďŹ ne dining, from international to signature dishes, accompanied by entertaining live music. +250 788192000 | info@millecolines.net | www.millecollines.net

As a Kenyan living in Rwanda from 2007 to 2010, I must commend the efforts of Sandra and her team at Service Mag for addressing the very important aspect of service delivery. It is now three years since I was last in Rwanda, I am immensely gratified to see that Sandra and her friends have not only kept at it but have found new ways to help improve the service standards in the little hilly country that I fell in love with seven years ago. Lloyd

ServiceMag ni kinyamakuru nkunda kandi mpora nifuza gusoma. Gituma njewe nk’umuguzi menya amakuru y’abacuruzi hanze aha, ndetse ngikangurira twese nk’abatanga serivisi Kunoza serivisi dutanga no kunoza umubano n’abandi bantu badukeneraho service. Icyanshimishije cyane ni urubuga baherutse kuduha ngo dutore abantu batanga serivisi neza twishimiye n’abandi tunenga. Kuri jye numvise ko ijwi ryanjye ryumvikanye hanze kubantu bose bampa serivisi. Nizeye ko ingaruka izaba nziza.

J’ai beaucoup aimé le dernier numéro surtout la partie sur le Burundi. Etant une rwandaise qui n’a jamais visité ce pays voisin, ça m’a vraiment donné l’envie d’y aller et de découvrir Bujumbura. Et j’ai aussi remarqué que le magazine a changé de look ... Cela vous donne une apparence plus professionnelle.

Emily Please submit your comments and suggestions at editor@theservicemag.com

Ese mwakunze inyandiko tubagezaho? Turabasaba ngo muduhe ibitekerezo kuri editor@theservicemag.com 6

Janet

�M De��

MTN Rwanda wins CSR Awards MTN Rwanda was announced as the winner in the Education Support category as well as the Overall Winner at the Corporate Social Responsibility Awards that took place on March 27th at Kigali Serena Hotel.

he award ceremony, the first of its kind in Rwanda, was aimed at recognising and appreciating the voluntary works of private companies working in Rwanda that have shown care and support to the poor and vulnerable communities. Companies were recognised and awarded based on the areas below; 1. Health care support to the community 2. Education support 3. Poverty Eradication 4. Innovations 5. Environmental Protection 6. Marketplace and Stakeholder relations

Ebenezer Asante, CEO of MTN Rwanda said, “Improving society and the environment is an integral part of good business practices. We are honoured to have been recognised at such a prestigious event for our Corporate Social Responsibility efforts.” The guest of honour Minister of Natural Resources Stanislas Kamanzi, congratulated MTN on its great achievement and continuous efforts to enrich the community, especially in the area of Education.

Minister Stanislas Kamanzi (Right) handing Overall CSR Winner Award to MTN CEO, Ebenezer Asante.

MTN Foundation was established in February 2010 and is managed by an external board who are all Rwandans. The Foundation supports initiatives in Education, Health and Economic Empowerment and has spent close to half a billion Rwandan Francs in CSR activities to-date, with 1 percent of MTN’s annual proceeds going to support the community. MTN Foundation Manager, Yvonne Mubiligi with CEO after receiving Best Education Support Award.

MTN Staff & CEO at the award ceremony.

The panel of judges look on as companies showcase their CSR activities.

NEWS

ese h t . w ww

g.co a m e ic

TSM launched in Bujumbura March 25, 2014 marked the 4th anniversary of The ServiceMag and it was celebrated with the launch of The Service Mag Burundi Issue. Our 17th issue with a special Focus on Burundi was unveiled at Roca Golf Hotel at an evening cocktail and warmly received by the 100+ guests in attendance. Sticking to the traditional TSM style, the evening had an informative segment, audience testimonies + Q&A. Guests had the opportunity to network as they were serenaded by local jazz band Mutcho Trio.

Ms Geek Rwanda Competition The first of its kind in Rwanda, ICT competition exclusive to ladies took place on International Women’s Day March 8th 2014 at Lemigo Hotel. The event organized by the professional network, Girls in ICT Rwanda, was designed to encourage female university students to consider ICT as a career option. Participants were to submit a project idea in ICT that they would like to see implemented. Submissions were narrowed down to Top 5 and winners were chosen by a panel of judges and revealed at an official ceremony.

Milicom and Tigo present: “ThINK” On the last day of March, Millicom&Tigo launched “ThINK”, a tech incubator whose objective is to stimulate innovation by giving the best possible start to the most innovative entrepreneurs and their businesses. This will be achieved by giving high potential entrepreneurs -selected through a competitive process - what Tigo calls “the unfair advantage”, that is seed financing, structured training, coaching programmes and support in tapping into international markets and investors. Interested applicants can visit www.think.rw for more information. 8

NEWS

IHS Africa acquires MTN Towers Following an announcement in December 2013, Telecommunication giant, IHS Group made its partnership with MTN Rwanda official by signing acquisition of MTN towers on 30 April. This strategic move is expected to improve the maintenance and output of the towers so that MTN can focus on delivering optimal service to its clients. As MTN Acting CEO Patrick Uwizeye informed the guests at the celebratory evening reception, IHS Group is already widely active in many parts of Africa and is expected to be as efficient in Rwanda. This new partnership will be mutually beneficial and should benefit the consumers as well.

WAKA Fitness Opens Located in the heart of Kimihurura, WAKA Fitness is a bright, open-space concept and trendy fitness facility that will make all gym lovers rave. Business partners, Dydbal and Craigwell-Graham, say they have created a space that is a home away from home, with edgy designsbut that people will still be able to relate to. Its chosen name Waka, which means to ignite in Swahili inspires to do just that, instill that fire in members that will encourage them to live with ambition through individualized fitness routines/programs. Waka seeks to become the premier upscale fitness club in Africa with plans to expand business on the continent.

Serena Kigali holds Lobster- Ink award ceremony More than 40 staff of Serena Kigali who completed the first phase of hospitality training were on April 18th awarded certificates by the MD of the hotel Mr. Charles Muia. The training was carried out by South African firm Lobster Ink and English language skills courtesy of British Council and Green Hills Academy. The two-year technical assistance program launched in May 2013 is meant to strengthen the skills of members in the hospitality sector. The awarding ceremony was hosted by HR manager and attended by Serena Hotels Africa delegates as well as Guest of Honor, Mr Bart Gasana, Chairman of Tourism Chamber. Samsung unveils Galaxy S5 The new Galaxy S5 offering consumers a refined experience through innovation of the essential features: design, camera, connectivity, fitness and protection was officially launched by Samsung East Africa Ltd in Nairobi on April 10. “With the Galaxy S5, Samsung is going back to basics to focus on deliveringthe capabilities that matter most to our consumers,” said Mr. Robert Ngeru, VP and COO of Samsung East Africa Ltd. “Consumers are looking for mobile tools that inspire and support them as they improve their everyday lives. The Galaxy S5 represents an iconic design with essential and useful features to focus ondelivering the ultimate Smartphone on the market today through people inspired innovation.” The device is available through Akagera Electronics, the exclusive distributor of Samsung in Rwanda. 9

« L’Afrique que nous voulons » 2013 a célébré le cinquantenaire de l'ancêtre de l'Union africaine, l'Organisation de l'unité africaine. 2013 a également vu naître l’ « Agenda 2063 » – une vision de l'Afrique dans 50 ans. En 2014, au moment où elle célèbre son 50e anniversaire, la Banque africaine de développement, lors de ses assemblées annuelles à Kigali, posera à ses pays membres une question d’importance : Comment réaliser la vision de l'Agenda 2063 : « une Afrique intégrée, centrée sur l’humain, prospère, et en paix avec elle-même » ? D'abord, par la gestion des facteurs de changement – la structure changeante des marchés mondiaux et des flux financiers, les nouvelles technologies, le changement climatique, l'urbanisation, les migrations. Deuxièmement, en mettant l'accent sur le leadership, l'intégration régionale, l'emploi, et les pays touchés par les conflits. L’objectif est ambitieux : une croissance soutenue et partagée par tous.

Participez au débat à Kigali du 19 au 23 mai 2014, vous avez votre mot à dire sur la façon d'y parvenir : facebook.com/AfDBGroup @AfDB_Group – #afdbam2014

www.afdb.org • www.afdb.tv

“The Africa We Want” 2013 saw the 50th anniversary of the forerunner of the African Union, the Organisation for African Unity. It also saw the development of Agenda 2063 – a vision of Africa in 50 years’ time. As the African Development Bank celebrates its own 50th anniversary in 2014, its Annual Meetings in Kigali will ask its member countries a big question. How can it – and they – realise the Agenda 2063 vision of ‘an integrated, people-centered, prosperous Africa, at peace with itself’ ? First, by managing the drivers of change – the changing structure of global markets and financial flows, new technologies, climate change, urbanization, migration. Second, by focusing on leadership, regional integration, jobs – and countries affected by conflict. The goal is strong, shared and sustained growth.

Join the debate on Facebook and Twitter in Kigali from 19 to 23 May 2014. Have your say. facebook.com/AfDBGroup @AfDB_Group – #afdbam2014

www.afdb.org • www.afdb.tv

ADVERTORIAL

Rwanda is On Track to Meeting Almost All the Millennium Development Goals (MDGs)

Why this has very positive demonstration effects for the rest of Africa. by Lamin M. Manneh(United Nations Resident Coordinator in Rwanda) 1. Introduction

The deadline agreed upon by the world leaders at the now famous Millennium Summit in September 2000 for meeting the Millennium Development Goals (MDGs) is exactly 18 months away from this month, June 2014. At the incoming September 2014 UN General Assembly, the current crop of the world’s leaders, many of whom were present at the 2000 Millennium Summit where the MDGs were adopted, and an army of policy makers, analysts, representatives of the non-governmental organizations,youth and women’s organizations, foundations and the private sector, would be presented with the updated balance scorecard on the progress made globally, regionally and nationally towards the attainment of the MDGs. Rwanda’s leaders at the Summit may be among the few who could hold their heads high when this balance scorecard is presented.All the available statistics on the MDGs indicate that Rwanda is among the very fewcountries in the African continent that are on track to meeting virtually all the MDGs,come end-2015. Certainly, with its relative paucity of natural resources, combined with the serious development challenges the country faced in the post-Genocide period, it cannot be denied that there is a lot that couldbe learnt from Rwanda’s very positive record with respect to progress towards MDGs.Before proceeding to setting out such lessons, it is useful to address the important question that many people have asked in the past, and continue to ask even today, about all the global focus on the MDGs. Undoubtedly, since the MDGs burst into the international development discourse scene in September 2000, with virtually no prior warning to the majority of the people around the world, it has been among the most widely known and used acronym in development cooperation. Some observers went as far as to dismiss MDGs as another “UN thing” or yet another development fad that would momentarily fade away, to be replaced by another one.Looking back over the past 14 years at the way MDGs have molded national development policy discussions as well as international development cooperation, it is evident that the Goals signified much more than another passing fad. 12

ADVERTORIAL

Table 1 Africa’s MDG Performance at a Glance, 2013

Goal

Status

Best performing countries, selected targets and indicators

Off-track

Target 1A: Egypt, Gabon, Guinea, Morocco, Tunisia Target 1B: Burkina Faso, Ethiopia, Togo, Zimbabwe Target 1C: Algeria, Benin, Egypt, Ghana, Guinea Bissau, Mali, South Africa, Tunisia

Goal 2: Achieve universal primary education

On-track

Indicator 2.1: Algeria, Egypt, Rwanda, São Tomé and Príncipe Indicator 2.2: Ghana, Morocco, Tanzania, Zambia

Goal 3: Promote Gender equality and empower women

On-track

Indicator 3.1: The Gambia, Ghana, Mauritius, Rwanda, São Tomé and Príncipe Indicator 3.2: Botswana, Ethiopia, South Africa Indicator 3.3: Angola, Mozambique, Rwanda, Seychelles, South Africa

Goal 4: Reduce child mortality

Off-track

Indicators 4.1 and 4.2: Egypt, Liberia, Libya, Malawi, Rwanda, Seychelles, Tunisia

Goal 5: Improve maternal Off-track health

Target 5A: Equatorial Guinea, Egypt, Eritrea, Libya, Mauritius, Rwanda, São Tomé and Príncipe, Tunisia Target 5B: Egypt, Ghana, Guinea Bissau, Rwanda, SouthAfrica, Swaziland

Goal 6: Combat HIV/ AIDS, TB, malaria and other diseases

On-track

Target 6A: Côte d’Ivoire, Namibia, South Africa, Zimbabwe Target 6B: Botswana, Comoros, Namibia, Rwanda Target 6C: Algeria, Cape Verde, Egypt, Libya Mauritius, São Tomé and Príncipe, Sudan, Tunisia

Off-track

Target 7A: Egypt, Gabon, Morocco, Nigeria Target 7C: Algeria, Botswana, Burkina Faso, Comoros, Egypt, Ethiopia, Libya, Mali, Mauritius, Namibia, Swaziland, Rwanda

Goal 1: Eradicate extreme poverty and hunger

Goal 7: Ensure environmental sustainability

Goal 8: Global Target 8F: Kenya, Libya, Rwanda, Seychelles, Sudan, Uganda, Zambia partnership for Off-track development Source: Africa MDG Report, 2013, AU, AfDB, UNECA and UNDP

2. Progress Towards MDGs in Rwanda As it is evident from this Table, Rwanda is on track to meeting almost all the MDGs in 2015. In fact, Rwanda is among only five African countries that are set to achieve this “feat”.The one Goal that is presenting it with challenges is MDG 1. Presently, the country is making concerted efforts to meet that Goal also by 2015. Analysing the factors behind Rwanda’s remarkable success in making rapid progress towards MDGs is useful for the other African countries and for the country itself, especially in the context of the Post-2015 Development agenda formulation and implementation. 13

ADVERTORIAL

FACTORS BEHIND RWANDA’S SUCCESS IN PROGRESSING TOWARDS MDGS . Taking seriously the commitment made at the September 2000 Millennium Summit: in the immediate post-Millennium Summit, MDGs were seen in most African countries as yet another development fad or another “UN Thing”, leading to insufficient sensitization of the public administrations and populations when the leaders returned home from New York. In contrast, Rwanda took its commitment rather seriously and proceeded immediately towards taking measures for adequate sensitization of the key stakeholders, mass mobilization as important first steps towards putting into effect its commitment at the Summit. . Integrating the implementation of the MDGs, targets and indicators in its Vision for sustained recovery and long-term development, accelerated poverty reduction and transformation: not only were a significant number of African countries tentative about owning up to the commitment they made at the Millennium Summit, but they were also very slow in integrating the MDGs in their development and poverty reduction programmes. In the year of the Summit, Rwanda launched its Vision 2020, which set the framework for the country’s transformation into a middle income status by 2020. Since then the translation of the Vision 2020 has been done through a series of medium-term development and poverty reduction programmes: IPRSP, 2000 – 2002; PRSP, 2002 – 2005; EDPRS I, 2008 – 2012; EDPRS II, 2013 – 2018. All of these strategies placed strong emphasis on poverty reduction and increasingly mainstreamed MDGs in their policies and strategies as well as results and resources frameworks. . Putting in place supporting pro-poor macroeconomic and sectoral policies and the active use of the fiscal space instruments: Rwanda has placed explicit emphasis on the supporting macroeconomic and sectoral policies in its above-cited medium-term economic development and poverty reduction programmes and the active use of the accompanying pro-poor fiscal, monetary and structural instruments for stepping up progress towards the MDGs; . Expanded use of social protection: The active use of social protection to reinforce poverty and vulnerabilities reduction also contributed to the measurable progress towards MDGs. The social protection schemes focused mainly on cash transfers to the extremely poor households, paid labour- intensive works and facilitation of credit access for the rural poor. . Active policy innovation and utilization of home-grown solutions:the above conventional pro-poor policy instruments were also actively complemented or substituted by policy innovations based on home-grown solutions, especially for accelerating poverty reduction and improvement of public health services. Notable among them are Umurenge Programme (VUP), Onecow per family, Cup of milk per child, school feeding programme, mutuelle de santé and extensive use of community health workers. . Particular emphasis on the promotion of gender equality and empowerment of women:Rwanda has made great progress in the promotion of gender equality, economic empowerment of women and combatting gender-based violence. The Constitution was 14

ADVERTORIAL

used for addressing the underlying entrenched disadvantages facing women, through for instance, allocating 30% of the parliamentary seats to women, abolishing laws discriminating against women, promoting special programmes for the economic empowerment of women and bolstering institutions, such as the Gender Monitoring Office, for sustaining advocacy and institutional support for the promotion of the gender equality agenda. . Active use of modern technologies for addressing child and maternal mortality: the use of rapid SMS, innovative vaccination methods and performance- based financing of health services have made tremendous contributions to the measurable reductions in infant and maternal mortality attained. . Aid effectiveness and building innovative partnerships with the development partners and concerted reforms in the business environment: policies and reforms in these areas have facilitated the attainment of MDG 8 as are active promotion of ICT for development. 3. Conclusions and Recommendations Undoubtedly, the 2000 Millennium Summit and the attendant Millennium Declaration and the MDGs did galvanize the world leaders and people in the fight against poverty and the related problems at the outset of the 21st Century. Although MDGs were a modest set of development objectives in the eyes of many observers and analysts, there can be no denying that they have impacted significantly on poverty and human development as well asglobal partnership. However, the potentially important impact of MDGs has not been fully realised and will not be by the 2015 deadline for meeting them. We do agree with President Kagame when he noted that MDGs should not be seen as the “ceiling”, because indeed they are modest compared to Africa’s levels of poverty and transformational agenda. But if even these modest goals cannot be met by the majority of African countries, there is need for deep soul searching as to why this is the case. In our view, this is attributable to following factors: Advocacy for broad national ownership of MDGs was slow to pick momentum in the immediate post-Millennium Summit years, hence absence in most countries of pressure on the executives to maintain high level political commitment to meeting the MDGs. Up to 2005, both the UN and the Academic Community were also slow in providing a consistent and rigorous analytical framework for MDGs. Mainstreaming of MDGs that would have promoted their translation from a global agenda into operational national action plans was not consistently and rigorously applied by most countries. Funding from both domestic and external sources had not been adequate or well targeted. However, in a few countries like Rwanda,where MDG mainstreaming has been pursued with rigour and consistency and at the earliest possible stages of the post- Millennium Summit period, progress towards MDGs has been remarkable. The valuable lessons that could be drawn from Rwanda’s experience are comprehensively set out above. These lessons are not only relevant to the other African countries but to the on-going formulation processes of the Post-2015 global development agenda and its subsequent implementation. Despite the country’s impressive MDG performance, Rwanda’s leaders have cautioned against complacency. Indeed, with its ambitions development and transformational agenda over the next five years, there cannot be any room for complacency. The country should, as it intends to, leverage the strong foundations the progress it has made towards MDGs have laid for the transformation of its economy and society. In this regard, it is highly recommended that Rwanda continues to play an active leadership role in the shaping of the Post-2015 global development agenda and what should be its accompanying implementation mechanisms. TSM “Views expressed in this article do not necessarily reflect those of the UN.” 15

HOSPITALITY PERSPECTIVE

Role of leaders in creating a vision for the team by Jerry O. Were

Business

owners/managers will experience success in team building and in their business to the extent which they have clearly defined and articulated organizational mission and vision. As the team leader, you must find a way to mesh the business’s mission, vision, values and goals tightly into those of each individual so that in achieving individual goals and visions, business goals and visions are also achieved. Once the mission and the vision has been fully appreciated and owned by the team, the following 8 step approach could have a great impact in helping the team realize its mission and vision. 1. INSTILL THE FOUR Cs •

Commitment: The team leader must live the mission and guide the whole team to do the same.

•

Cooperation: The whole must become greater than the sum of the parts.

for all using videotapes, audiotapes, seminars, books, and professional trainers. Keep everyone engaged in learning. Any voluntary expansion of that it is okay to ask for infortheir abilities is a good thing for your mation and to share data with organization. each other, fellow workers, and sometimes even custom- 6. CHALLENGE THEM ers. Team members need you to challenge • Contribution: participation them to learn, grow, develop and imis not optional in a teamwork prove and to believe in them. Once situation. You must require you issue the challenge, you must and support it. confidently assure them that you have faith in them. But always keep an open 2. MOTIVATE THE TEAM door and encourage the team to come People do exactly what you reward to you when they feel ill-equipped to them for doing. Reward the individ- handle a problem. ual members and the team for the re7. EMPOWER THE TEAM sults you really want. 3. PROVIDE MEANING Every individual member and the team as a whole, needs to feel that they are making a difference; that their work means something to them and to others. Discover what that meaning is and magnify it. Let them clearly see the value of what they are doing and why it matters. 4. SHOW THE RESULTS Teams need to feel a sense of accomplishment; they need to see the end result of a project. Assign your teams whole tasks and let them carry out tasks from start to finish. And make sure others know about the finished product and its importance. That will help team members feel the accomplishment of completing something significant. 5. TRAIN WITHOUT LIMITS

•

Give full control to the team— responsibility, authority, and accountability. This means full delegation. Don’t look over members’ shoulders, and don’t ask them to explain every decision and every action. Outline their boundaries—budget, timetable, scope of responsibility, and authority then let them carry the ball. Meet with them at agreed-upon times, and keep your door open in case they need to call on you. Other than that, get out of the way and let them impress you. 8. GIVE RESPECT When they rise to the challenge and accomplish something truly outstanding, show your appreciation for their efforts, and reward the team accordingly. Let them see the respect you have for their significant accomplishments, and make certain others see it as well. TSM The writer works as General Manager, Nyun-

Communication: provide all Training is a necessary ingredient for gwe Forest Lodge-Rwanda necessary information, and team success and needs to be provided jerry@nyungweforestlodge.comjerry_were@yalet the team members know hoo.com

| www.simonsays.co.za | 5830

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Nyungwe Forest Lodge Rwanda... 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.

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CUSTOMER SERVICE

3 astuces pour servir royalement le client

l y a une grande différence entre le service à la clientèle et la livraison du produit à la clientèle. La technique n’est pas la première chose dont on a besoin pour faire du service à la clientèle. Les meilleurs n’ont pas forcément besoin de Master. Les chinois disent que celui qui ne sait pas sourire ne doit pas ouvrir boutique. Par conséquent le service à la clientèle demande une disposition mentale précise, la technicité et la compétence viennent ensuite s’ajouter. Voyons ensemble les différents aspects d’un service à la clientèle.

“Seul le client est

capable de renvoyer tout le monde du PDG au planton et aller dépenser tranquillement son argent ailleurs” Sam WALTON. 18

1. Aspect émotionnel de l’insatisfaction Vous remarquerez que la plupart du temps quand les clients ne sont pas satisfaits ils râlent, ils crient et veulent rallier les autres clients à leur cause. Les clients sont d’abord émotionnellement atteints avant de régler leurs problèmes. Je faisais une formation sur ce thème à Etisalat Togo(Moov) et une des participantes à fait un témoignage. Un douanier en poste au Nord du pays voyait ses appels facturés à l’international. Agacé, il va à l’agence en tenue, avec son arme, en traitant les chargés de clientèles de voleurs. Après enquête, ils se sont rendus compte qu’étant à la frontière, son compte était débité comme étant en roaming. Quand un client est énervé, il faut d’abord lui donner raison, parce qu’il observe un écart entre ce qu’on lui a promis et ce qu’il a effectivement. Vous devez comprendre son sentiment d’insatisfaction sinon vous aurez un dialogue de sourd. C’est la méthode du verre plein. Lorsqu’un verre est plein, une seule goutte le fera déborder. Il faut d’abord vider le verre avant de pouvoir verser quelque chose.

Par Marcellin Gandonou

C’est exactement la même chose avec un client énervé. Il a besoin de se vider avant d’entendre vos raisons. Ensuite nous allons à la résolution technique du problème. « Monsieur expliquer moi de quoi il s’agit, et je m’occuperais personnellement de vous » 2. Aspect technique de l’insatisfaction Après avoir écouté le client vider son verre il est, à présent, prêt à vous écouter. Pas besoin de mentir, le client connaît nos défaillances. Les clients aiment les gens honnêtes. Rappelez- vous que vous-mêmes, en tant que clients ailleurs, vous n’accepteriez pas les mensonges. Vous n’acceptez jamais quand la société d’électricité ou d’eau dit que pour des raisons indépendantes de leur volonté il y aura coupure d’eau ou d’électricité et que les services techniques sont à pieds d’œuvre. Les clients aiment sentir qu’on se préoccupe d’eux. 3. N’argumentez pas, vous n’aurez pas raison Lorsqu’un client pose un problème, le pire qu’un chargé de clientèle puisse faire c’est d’argumenter. Vous n’aurez jamais raison donc ne commencez même pas. Ne dites pas qu’il n’est pas le seul dans le cas. Sachez que sur dix clients mécontents, seuls un à deux expriment leur mécontentement. Vous n’êtes pas là pour avoir raison mais pour servir royalement celui qui paie votre salaire, les parlements sont faits pour argumenter.TSM L’auteur est un Coach & Formateur en optimisation de performance marcelling@gmail.com L’auteur est un Coach, Formateur, Directeur à H&C TOGO www.marcegand.wordpress.com

CUSTOMER SERVICE

Les attitudes à développer pour une bonne relation-client

Par Godefroid Gatamba

Pour créer les conditions propices à une bonne relation client, il faut mettre en place les trois préalables suivants : • l’ouverture de l’entreprise vers les clients : tout le monde sait que le client est roi mais peu d’entreprises respectent cet adage. Vous devez réellement placer les clients au centre de l’entreprise, inscrire cette place au cœur même de la culture de votre entreprise. • l’implication de la direction : vous devez montrer l’exemple et, en permanence, valoriser vos clients. • la formation à l’accueil : la relation client n’est pas innée et de nombreuses techniques existent.

Les attitudes terrain à adopter Assurez-vous que les principes suivants sont bien respectés dans votre entreprise: • la visibilité de l’orientation client : vos clients doivent la ressentir. Vos équipes doivent être souriantes, accueillantes. Les comportements individuels et collectifs doivent être corrects en adéquation avec les clients et le respect à leur témoigner. • l’anticipation des besoins du client : allez toujours au devant du client, au propre comme au figuré. Ne laissez jamais un client attendre sans lui dire

bonjour et vous occuper de lui. Ne laissez jamais une insatisfaction s’installer sans essayer d’y apporter une réponse. Ecoutez, anticipez et vous pourrez nouer de bonnes relations. • l’aménagement de l’attente : que ce soit dans une salle d’attente, dans votre boutique, au téléphone, l’attente a un effet négatif sur les clients. Travaillez sur l’attente et réduisez-la au maximum. Quand elle est inévitable, aménagez-la pour qu’elle soit profitable au client. • les petites attentions : vos clients doivent se sentir chez eux dans votre entreprise. Réfléchissez et vous trouverez des solutions pour parvenir à ce sentiment: une boisson offerte, des journaux à disposition, la prise de nouvelles de personnes de la famille... • la personnalisation de l’accueil et de la relation : rien n’est plus agréable pour un client que de voir qu’il est reconnu et que vous vous souvenez de lui. Intéressez-vous à vos clients, considérez-les comme des personnes à part entière et non pas uniquement comme des acheteurs de vos produits et/ou services.TSM gatamba2@hotmail.fr

CUSTOMER SERVICE

Par Godefroid Gatamba

Vous avez mis en place les préalables à une bonne relation client dans votre entreprise. Vous devez ensuite définir les moyens nécessaires et les mettre en œuvre. Les moyens nécessaires à une bonne relation client Le cadre d’accueil: boutique, hall d’exposition, salle d’attente, bureau. Prenez soin que ces lieux soient engageants pour le client. Veillez à la propreté des lieux, à l’ordre et au rangement, à l’harmonie des couleurs, à la mise en avant des produits. N’oubliez pas l’accueil téléphonique : répondez rapidement et personnalisez la musique ou le message d’attente. Les outils de gestion de la relation client : vous devez personnaliser le plus possible votre relation client et mettre les outils nécessaires en place. Par exemple: • le paramétrage de votre standard téléphonique avec les liens entre numéros de téléphone entrants et noms des clients, • des fichiers clients précis et complets, récapitulant l’historique et les habitudes de consommation de vos clients. Depuis plusieurs années, les entreprises travaillent sur cette personnalisation de la relation client. Ces techniques sont appelées CRM (Customer Relationship Management). La mesure de satisfaction Cette mesure de satisfaction se réalise a posteriori, après un premier acte d’achat. Elle est souvent mise en pratique via des enquêtes de satisfaction, sous forme de questionnaire, menées par des équipes internes de l’entreprise ou des sociétés spécialisées. La communication des résultats : une enquête de satisfaction doit déboucher, si nécessaire, sur des corrections des pratiques commerciales et des produits et/ou services offerts. Dans un premier temps, analysez bien les résultats et prenez les éventuelles mesures correctives nécessaires. Ensuite, communiquez sur les résultats obtenus: • en interne pour que vos salariés puissent savoir comment leur travail est perçu, • en externe pour prouver aux clients que vous êtes réellement à leur écoute et que vous utilisez les réponses apportées. La relation client est la résultante d’un ensemble homogène de décisions et moyens mis en œuvre au sein de votre entreprise. Soyez cohérent et gardez toujours le client au cœur de votre quotidien. TSM

gatamba2@hotmail.fr

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Available Quality Products: Thousands of foodies and casual diners alike have illustrated genuine consumer goodwill by sharing their best and worst eating experiences. Restaurants need regular critiquing to understand their audiences better, if no one is talking about your product; it has no impact. The worst thing a restaurant can do is tell its customers, who have intentions of spending, that the items they ordered are not available only to discover that ¾ of the menu is all words and no food—this is a culinary miss that will send customers packing. Customer awareness has grown over the past few years. As a result, customers expect restaurant owners to provide all inclusive excellent customer care, quality products, and all for a reasonable price. With high customer satisfaction, restaurants can depend more on marketing their brands through loyal customers. Rz MANNA Bakery and Coffee Shop recently won the overall Customer Care Award through customers’ votes from a survey conducted by The Service Mag. Here are four outstanding lessons to be learned from Rz MANNA: Employee Attitude towards Consumers: Service providers providing good customer care carry a friendly attitude and star smile when meeting clients; this will wreck any spending barriers and melt the resolve of the most annoying customers. Rz MANNA is known for its ever-smiling employees who meet and guide customers through their display of assorted pastries, wedding cakes and when providing information about their catering services. Shalom Lee is one of the six South Korean founders of Rz MANNA and is the Head of Accounting, Procurement and Logistics. She says a lot of investment had to be made in trainings and creating a family friendly work attitude among colleagues. “If employers treat employees as family, where responsibility, hard work and empathy are emphasized, they will in-turn respond to clients the same way,” Shalom explains. Shalom says Rz MANNA’s vision “Bear good fruits with honesty and excellence and share these fruits to the world with a warm heart,” is the core of their business. 22

Shalom Lee adds, “Rz MANNA is expanding and is opening a new branch in the city center in August to meet the demands of their customers and bring their services closer to the people.” The consistent availability of a product is paramount to customer satisfaction. Adventurous Menu: Foodies are easily bored by routine menu items, yet they also expect consistency in quality. A catchy menu with varietyis key to customer retention, customers need to explore the sea of options. “Customers enjoy our variety of more than 50 kinds of tasty breads and pastries which are well-displayed, in addition to the best Rz MANNA coffees and smoothies,” Shalom Lee asserts. Creative Space with Wi-Fi: When all has been ordered and the wait is on, restaurants need to find ways of drawing in clients outside the breakfast, lunch and dinner hours. A creative, comfortable, relaxing and well-lit space topped off with fast running free Wi-Fi allows clients the freedom to work, eat and relax at your restaurant. Rz MANNA has 4G LTE ORN Wi-Fi that runs at the speed of a stallion— this is a clear culinary hit. By challenging mediocre service at restaurants, more Rwandans can tap into the endless resource of foodies spreading the good word and in turn helping consumers discover the best eateries that aim for excellence and are worth their Rwandan franc. TSM glo.irie@gmail.com

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s t n e m d n a m m o service C e r m o t s u c l a n of exceptio

People don’t care how much they spend as long as they receive the best service. Business today is not just about location but about exceptional customer service. I have seen business growing from the countryside to capital city. With exceptional customer service you can command customers from any part of country, world to come to your business and without it you can lose them even in the best location in the world. Laws are there to give us guidelines but in business, laws are there to help us reach profit margin every year and have repeated business from satisfied customers who bring more customers through word of mouth. These commandments will help you see how you can develop relationships before and after closing the deal. Customers today are more knowledgeable about what they want. The only thing that can sustain exceptional customer service is the human touch. These ten commandments are not there to bind you but to help you be more creative so as to ignite the human touch within you when serving customers. There is no greater fulfillment than serving people with a heart; because you can feel their heartbeat, you can ignite their joy, you can rekindle their smile in the midst of frustration. Being served by someone who cares, someone who is there not just physically but also emotionally, mentally and spiritually is also very gratifying. Emotionally enough to be able to smile at you and feel you. Mentally enough to find something nice to say to you, appreciate you and make you feel at home when you are at their business. Spiritually enough to realize that despite the physical differences we are all made in the image of creator; to see God in you and serve you to the best of their ability.

By Bonnie Kim

10 COMMANDMENTS FOR EXCEPTIONAL CUSTOMER SERVICE 1. Thou shall serve with Smile, Energy and Passion 2. Thou shall actively listen to what the customer says and understand what they want. 3. Thou shall take ownership. 4. Thou shall be empathetic. 5. Thou shall clarify with the customer by probing. 6. Thou shall tell the customers of the benefits and not just the features. 7. Thou shall take objectives only as challenges to overcome on the way to success.

8. Thou shall actively drive the communication towards resolution. Read these commandments, live them and above all put them into practice every day to all the customers you encounter. Remember we are all born to serve but only the successful admit it. Today, make a difference to the people you will serve. TSM

The writer Bonnie Kim is CEO & Lead Trainer, Bonnie Kim Ltd. Bonniekiminspires@gmail.com Twitter: @BonnieKimAuthor 24

9. Thou shall be proactive and think out of the box. 10. Thou shall know how to say, “I don’t know.”

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CUSTOMER SERVICE

by Marie-Ange Rukundo

A simple and better way to handle such situation is to use honesty with your customers. When asked for a time estimate on an order, the waiting staff should consult with the kitchen staff so that they can give an accurate answer. Additionally, one should not assume that a high preparation time will deter a customer from placing an order. Instead, an employee should confidently assume the customer will appreciate the honesty and be flexible enough to accept a given time estimate and plan accordingly. Honesty should The moment a client asks you how long their order will be a pillar in the exchange between a business and its clitake, you can usually imply that they are on a time crunch. ents. People on a time crunch are usually the least patient of all. Also, if the order placed is sizable, it is safe to assume that the person ordering is accountable for multiple hun- Following this incident, the fate of the relationship begry mouths. The point I am trying to make is simple; in tween this hotel and my friend lies in the realm of uncerone instance the white lie told by the hotel staff to the per- tainty. Lest they provide her with a sincere apology, sheâ&#x20AC;&#x2122;ll son ordering had spread to a larger number of people (the be placing her sizable lunch orders elsewhere. TSM hungry mouths), in turn, seriously jeopardizing the trust marie-ange@theservicemag.com relationship between the business and these clients. I received a frenzied call from a friend. Before I could ask what was going on, she had started recounting her horrible customer experience with an otherwise well reputed hotel in Rwanda. In short, my friendâ&#x20AC;&#x2122;s meltdown was caused by a hotel staff fibbing the estimated preparation time of an important lunch order, by well over an hour plus the run around that ensued.

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SALES AND MARKETING

Ugomba gusobanura kandi ukabimenyesha abandi byanditswe na Peninnah Gathoni

Buri muntu wese afite icyamuvugwaho twabishaka tutabishaka buri wese yabyivumburira. Ibyo batuvugaho bishingira ku myitwarire, ku myambarire, ku myambarire , cyangwa se ibyo duhitamo. Iyo uhuye n’umuntu bwa mbere tugerageza kureba uko ateye. Bivugwa ko kubaka umubano bitangira iyo abantu bahuye bwa mbere. Noneho ibiganiro bikurikira no guhura kenshi ni byo bikomeza uwo mubano ukaramba. Gukomeza kuba indahemuka bituma dukomeza kugaragaza uko turi no kuvuguruza ibyo umuntu yaba yaragutekerejeho bitari byiza ubwo mwamenyanaga bwa mbere. Kubaka izina ry’ibicuruzwa ni kimwe no kubaka ubucuti cyangwa umubano. Buri zina ry’igicuruzwa riba rifite icyo rishaka kuvuga, hari icyo abantu barivugaho bashingiye ku mateka, imiterere yacyo n’uko cyagiye gitera imbere.

Abakiriya bacu n’abafatanyabikorwa bacu n’abandi dukorana ni bo baba bafite icyo bavuga ku gicuruzwa runaka kuva bakimenya kugeza ubwo bahuye n’abagihagarariye. Ni byiza rero gufata igihe tukavuga igicuruzwa cyacu tukakivuga neza uko kiri aho turi hose. Ibigo by’ubucuruzi bikunze gutanga amakuru avuguruzanya ku bicuruzwa byayo kuko aba atarigeze afata igihe ngo amenye neza igice cy’ibyo bacuruza gihagaze neza kurusha ibindi kugira ngo abe ari cyo yamamaza. Ibi bitera urujijo abakiriya. Bumwe mu butumwa bugera ku baguzi buba bufite ibyo bubasezeranya, ubwo butumwa bugomba kuba bwuzuye. Mu butumwa mugeza ku baguzi ni ngombwa kubagaragariza uruhande ruhagaze neza ku gicuruzwa cyawe noneho bikaba bijyanye n’ibyo abaguzi bakeneye. Uko wagaragaje imiterere y’igicuruzwa cyawe n’uko werekana ko kizabakemurira ibibazo, ibyo byose ni byo bigize ubutumwa bugomba 30

kugera ku baguzi. Mu minsi yashize ikigo cyacu cy’ubucuruzi cyatangaje ibintu byatumye twumirwa. Ni ikigo gicuruza imashini zikurururana cyashakaga gutangiza imirimo yacyo, birumvikana ko cyashakaga kugeza ubutumwa ku bantu n’ahantu runaka. Maze gusoma inyandiko ibamamaza bashaka gusohora sinigeze mbonamo icyo izo mashini rukururana zikora ndetse nta n’ubwo igaragaza abashobora kuba abaguzi bazo. Narumiwe numva sinashyira inkuru ku itangizwa ryazo mu itangazamakuru kuko numvaga ntabyumva. Icyo banyeretse ni ibiciro by’izo mashini zifite imbaraga nk’iza horse power. Ukwezi gukurikira nakumaze nsura abahinzi ndetse n’ishami rishinzwe ibya tekiniki by’izo mashini rukururana kugira ngo nzimenye byisumbuye. Nyuma yahoo numvaga nakwandika neza inkuru yo guha abanyamakuru ku buryo umuntu uteri enjeniyeri yayumva ku buryo bworoshye. Ubu buryo bw’imikorerere bwakwirakwi-

jwe mu bakozi bacu bose bashinzwe itumanaho. Twumvise neza imashini zacu bityo dushobora kumenya akamaro kayo bityo dutangira kuvuga no gushakisha amasoko y’izo mashini. Gusobanura neza igicuruzwa cyawe bituma kirushaho kugaragara. Binagaragaza imiterere yacyo mu buryo bwagutse. Abakiriya bakunda kumva izina ry’igicuruzwa kugira ngo barihuze n’imiterere yacyo. Ako ni ko kazi k’ushinzwe itumanaho mu kigo agaragaza imiterere n’akamaro k’igicuruzwa. Ubwo butumwa rero bugezwa ku baguzi buciye mu nzira z’itumanaho zitandukanye, mu binyamakuru byandikwa, mu byo kuri interineti, ku mbuga nkoranyambaga ndetse no mu biganiro abantu bari hamwe barebana. Ibyo bituma umenya icyo abaguzi batekereza ku gicuruzwa noneho ugakora ubutumwa bukibumvisha neza bityo bakitabira kukigura.TSM pgathoni@gmail.com

ICT

Hateganyijwe ibihano bikomeye ku bacuruzi bataragura imashini za EBM byanditswe na Faustin Niyigena

Nubwo ikigo cy’igihugu cy’imisoro (RRA) gishimira abacuruzi bamaze kugura imashini zitanga inyemezabuguzi mu buryo bw’ikoranabuhanga (EBM – electronic billing machines); kinavuga ko abatarazigura bazahanwa bikomeye. Abasora bakaba bari barahawe italiki ya 31 Werurwe 2014 ko ariyo tariki ntaregwa yo kuba buri mucuruzi afite imashini itanga inyemezabuguzi ariko iyo taliki ikaba yarageze abasora 4000 aribo bonyine bamaze kuzigura mu bacuruzi hafi ibihumbi 7500 barebwa n’icyo gikorwa. Iteka rya Minisitiri rishyiraho kugura izi mashini nyemezabuguzi rivuga ko bireba abacuruzi bose banditse ku musoro w’inyongeragaciro uzwi nka VAT cyangwa TVA bakorera ku butaka bw’u Rwanda nk’uko biteganywa n’Iteka rya Minisitiri Nº 002/13/10/TC ryo kuwa 31 Nyakanga 2013 ryerekeye imikoreshereze y’imashini y’ikoranabuhanga itanga inyemezabuguzi. Iri teka rivuga ko umusoreshwa munini usabwa gukoresha imashini y’ikoranabuhanga mu gutanga inyemezabuguzi (EBM) ntayikoreshe ahanishwa ihazabu ingana na miliyoni 20 y’amafaranga y’u Rwanda, naho uwisumbuye we ahanishwa miliyoni 10, uciriritse ahanishwa miliyoni 5 mu gihe umuto ahanishwa ihazabu ya miliyoni 1 y’amafaranga y’u Rwanda. Nubwo abatarazigura hafi ya bose bahuriza ku kuba ari uko zifite igiciro kiri hejuru, Komiseri Mukuru wa RRA Tusabe Richard avuga ko akenshi usanga baba bashaka kunyereza imisoro, abandi ugasanga bataramenyera neza uburyo izo mashini zikoreshwa ndetse ibyo ngo bikaba biri mu byatumye batabona umubare w’abakagombye kuba bafite izo mashine ku munsi ntarengwa. Yagize ati: “hari abantu benshi badatanga za “fagitire” ku baguzi kandi ibyo binyereza imisoro buri gihe ndetse hari n’abandi bagerageza guhisha inyemezabuguzi ku byacurujwe ibi byose ni byo byatumye guverinoma ifatanyije na RRA bafashe ingamba zo gukumira ibibazo byagaragaraga ku misoro yinjiraga mu isanduku ya Leta”. Gusa ngo mu rwego rwo kugira ngo iyo ngeso icike bafite gahunda y’igihe kingana n’amezi 3 bakora igenzura kugira ngo babe bashaka ibisubizo by’ibyo bibazo.

Ese ubundi izi mashini zimaze iki? Ikigo cy’igihugu cy’imisoro (RRA) cyerekana ko gukoresha izi mashini nyemezabuguzi zikoresha ikoranabuhanga bifasha umucuruzi ku giti cye mu bijyanye n’ibaruramari ry’ibicuruzwa bye ariko bikanafasha Guverinoma mu rwego rwo guca umuco wo kwiba imisoro. Komiseri Mukuru wa RRA, Tusabe Richard asobanura ko izi mashini zigabanya ikiguzi ndetse n’ibikenerwa mu kubika ibitabo kuko ari yo itanga raporo y’umunsi, ukwezi ndetse n’umwaka haba ku mucuruzi cyangwa umukozi wa RRA ubishinzwe kuko zisangiza amakuru umucuruzi na RRA ajyanye n’ubucuruzi ku buryo birinda ibibazo byajyaga bibaho by’inyerezwa ry’umusoro. Ikindi ni uko izi mashini zoroshya uburyo igenzura ryakorwaga, ndetse bikoroshya no kuvumbura abasora badakora imenyekanisha ku buryo bunoze kuko RRA yahuraga n’imbogamizi zitandukanye mu gutanga inyemezabuguzi aho bamwe banyerezaga imisoro ntiberekane inyemezabuguzi zakoreshejwe mu gihe cy’igenzura (audit). RRA ivuga ko iyi mpamvu itangwa n’abacuruzi y’uko izo mashini zihenda idafite inshingano kuko akenshi baba bashaka kunyereza imisoro bityo ikaba isaba buri wese bireba kuyigura mbere y’uko itangira gushyira mu bikorwa ibihano biteganywa n’iteka rya Minisitiri. Twibuke ko mu Kinyarwanda dufite umugani uvuga ngo “itegeko rirusha ibuye kuremera”, ni byiza rero ko abo bireba bose bagura izi mashini kugira ngo batavaho bafatwa nk’abigometse kuri Guverinoma banga kubahiriza amategeko ishyiraho mu nyungu z’abaturage n’iterambere ry’igihugu muri rusange. TSM faustinigena@gmail.com

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RWANDASTOCKE

Your ideal investor guide

Did you know that you could save and earn a profit by 1,750 deals compared to the same period the previous year buying shares in a company? where the market recorded a total turnover of Rwf 18.1 billion from 103.4 million shares in 1,563 deals. This is Do you know that you can lend to government or a private an increase of 197.80% in turnover, 4.83% in volumes and company at an interest? 11.96% in number of transactions respectively over the The Rwanda Stock Exchange (RSE) exists to guide same period. The most active counters were those of Bank investors on when and where they can place their of Kigali and Bralirwa. investments. The RSE also added a new listing in October last year from “It is one of the best platforms to save for your future,” Uchumi Supermarkets, a company primarily listed on the says Celestin Rwabukumba, the Chief Executive Officer Nairobi Stock Exchange. This brought the total number of cross-listed companies at the exchange to three, joining of Rwanda Stock Exchange. Kenya Commercial Bank and Nation Media Group and “Our laws and practices are in line with the required global two domestic companies, the Bank of Kigali and Bralirwa. stock market standards and we work together every day with policy makers, advisers and you, our customers to ensure that we come up with the best ways to serve,” he “We are getting up there fast. Investors are showing confidence in our market considering we have only been explains. operational for a few years,” said Rwabukumba with a lot Figures from RSE indicate that from July to December of optimism. last year, the Rwanda Stock Exchange recorded a total turnover of Rwf 53.9 billion from 108.4 million shares in 32

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EXCHANGE (RSE) Indeed, the exchange closed last year as the best performing bourse in East Africa with the Rwanda Stock Exchange Share Index (RSI) and Rwanda Stock Exchange All Share Index (ALSI) going up by 43.93 %and 23.89 % per cent respectively from January to December 2013. This capped what has been a rewarding year for investors in Rwanda and across the region.

idle are well utilised. The funds are instead mobilized and redirected to promote business activity by the company which has listed its shares, resulting in stronger growth and higher productivity levels,” he explains. He adds that the exchange also provides opportunity for small investors because a person buys a number of shares he or she can afford.

The CEO added that the purpose of establishing the stock exchange was to facilitate businesses to raise capital for expansion through selling shares to the investing public. “Many Rwandans aren’t aware that this is the best platform for saving while at the same time investing. That’s why we go door to door, to the media and organize promotional “When people draw their savings and invest in shares, it events aimed at mass sensitization,” he said. leads to a more rational allocation of resources because funds, which could have been consumed, or kept lying

Last year, the Rwanda Stock Exchange opened up to receiving applications from small-and-medium enterprises (SMEs) intending to list on the bourse. “We eased the requirements in order to enable small and medium enterprises to raise funds through capital market and list,” he adds.

platforms in order to allow Rwandans together with other East Africans participate more actively in the markets,” Rwabukumba says. Once completed, a Rwandan would be able to easily participate in the equity and bond market anywhere in East Africa and vice versa

Unlike the Rwf500m capital required for any company to register on the main boards of RSE, small and medium enterprises have no minimum capital requirement. “Instead of being limited to buying or selling shares in the five companies listed here, you’ll be able to invest in any of the 86 listed companies “If say you own a small bakery and want to expand it and in the region,” he said. even go regional, the stock exchange can be the most ideal place to raise that capital affordably,” he explains. That’s how lucrative the future looks for the stock exchange, go invest! TSM And speaking of going regional, soon, the Rwanda Stock Exchange, Uganda Securities Exchange, Nairobi Securities Exchange and Dar Es Salaam Stock Exchange will be marketed as one regional market, thus giving better and more investment opportunities for all. “We are working on harmonizing the laws governing the exchanges and also automating and linking the trading 33

SALES AND MARKETING

by John Kageche

The Chairman of a renowned multinational manufacturer once startled his staff when he said, “Anyone can make what we make. We are not in the business of manufacturing; we are in the business of marketing. ” I cannot agree with him more. Selling purely on the features of a product invites the client to compare apples for apples- a debate which the salesperson will most probably lose. He makes it difficult to lose however when he makes the prospect perceive his apples as oranges. To do this he must make the discussion not about the lowest level of Maslow’s hierarchy of needs but the levels above it. And the levels above it are all emotional. The progressive salesperson plays in this emotional space. First a quick reminder from Google: Maslow’s pyramidal hierarchy . progresses from basic, safety, belonging, esteem and self-actualization needs. Unless you are a hunger victim awaiting relief food, you don’t eat because you are hungry; it may feel that way but it’s not-if it were true you wouldn’t be choosing what food to eat and where to eat it and with whom you do so. It follows therefore that the food establishment does not sell food-it sells the service, the ambience, the extras. Food is a basic need that is no longer a motivating factor to buy.

training them to have a sales orientation. Now that the farmer concedes the demo has worked, it does not follow he will keel over and ask to be shown where to sign. The salesperson, after having established all the facts, must still play in the emotional space if he is to make a sale. He must remove his technical cap and don the salesperson one.

When the salesperson rattles off the features of his service or product that he is selling, he is doing little more than verbalizing the brochure which in itself is an inanimate basic on Maslow’s hierarchy. Consider the saleslady selling credit cards who says: “this card has chip and PIN functionality; and the interest is only 3% per month; the Card enables the Cardholder to obtain the Funds in cash by withdrawal from ATMs and/or ascertain information as to the balance on the Card at ATMs or Points of Sale terminals or make So profound is the need to employ payments at Merchant Establishments through Points of Sale terminals.” All Maslow’s hierarchy of needs in selling that is good to know madam but, hey, which credit card doesn’t do all that? that institutions whose salespeople must TSM be technically competent (e.g. those in agribusiness selling beneficial insects Kageche is Lead Facilitator Lend Me Your Ears- A Sales and Speech Training or chemicals to large scale farmers), are Firm; Email:lendmeyourears@consultant.com www.lendmeyourears.co.ke quickly finding themselves in need of 34

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COVER STORY

Behind your every electronic transactions

INTRODUCING RSWITCH, RWANDA’S SOLE ELECTRONIC TRANSACTIONS FACILITATOR

Formerly known as Simtel, RSwitch is the country’s sole local electronic transactions facilitator. The company was started in Rwanda in 2002 and was restructured and rebranded in 2010 after African Development Corporation (ADC) acquired a majority stake in it from Rwanda Government.

Word from the CEO (Chief Executive Officer)

Konde Bugingo:

“RSwitch has come a long way, from a troubled past to a more sustainable and stable company ready to serve the Rwandan and E African Market. There has been major changes in the last 3 years including implementation of State of Art Switching/Value ADD Platforms, comprehensive Restructuring, and launch of Smartcash Network Brand to Breaking -even in 10 Years. We remain modestly profitable yet we serve only 15% of the Banked population with a set of only 7 products and services provided. With more than 40 projects underway, we are slated to become the biggest Epayments Switch East Africa.” 36

“RSwitch is the 1st Switch in E/Central Africa to attain Interoperability but also 1 of 3 Switches about to attain PCI DSS International Certification in the E/Central Africa Region. We remain committed to providing the best of quality in switching services including introduction of Union Pay membership/card issuing, Regional integration, Mobile Financial Services to Visa/Mastercard card issuing.” According to David Karuletwa, the firm’s Chief Operations Officer, ADC came in with new energy, strategies and ideas that enabled the business concept execution to be at par with the current market needs. “It also enabled us to re-build the business to business relationships with our clients especially the banks,” he said. Karuletwa said the company is well in schedule to enable Rwanda attain cash-less economy status together with financial inclusion for all. He said that through their products like the Points Of Sale (POS) devices, both customers and merchants were able to transact more and increase the value of transactions.

COVER STORY

“If I go to the market with Rwf 10,000 to buy cooking gas with my debit card, chances are high I also going to buy some bread and milk. Therefore, my spending power increases, whenever I use my card, I buy more from the market.” He added that financial inclusion for all was facilitated with the use of the POS devices by banks to implement their agency banking concept. “It allows banking services to become more propagated because with more POS devices rolled out in the market, banking clients can easily withdraw, deposit or send money anywhere in the country.” The experts say that as the population continues to adapt themselves with electronic platforms; they will start saving more which in the long run means the banks will be keeping more money, savers earning more interest and the banks offering affordable lending rates.

TSM: What are some of the projects RSwitch is working on to see Rwanda attain a cash-less economy together with financial inclusion for all?

Electronic commerce platforms such as Automated Teller Machines (ATM) are fast becoming a part of many in Rwanda as the country races towards attaining financial services access for all and cash-less economy status by the year 2018. David Karuletwa, RSwitch Chief Operating Officer gave TSM a brief overview of the companyand what they have been doing over the years to enable Rwanda attain this goal. TSM: What is RSwitch’s business concept? Karuletwa: Today, the Rwandan market is using electronic payments platforms in the form of ATMs, mobile money and Points of Sale (POS) devices.We allow banks and telecommunication companies to use these platforms together to give customers access to more distribution points based on affordability and ease of access.We facilitate the use of these platforms in order to reduce unnecessary costs that come with the use of hard cash.

Karuletwa: We have over 40 projects aimed at attaining regional integration, and anything in the electronic payment schemes through different channels like ATMs, Mobile and POS devices.SmartCash® cards are one among the many things that we do. There’s nearly half a million ATM cards in the country and between 60 to 70 per cent of them are smart cash cards which enable the card holders to transact at any ATM regardless of the bank which the customers have accounts in.They are like international cards but suited to the affordability of the daily Rwandan.What we are trying to do is not only promote our own card but also promote the industry electronic payments. Soon, we shall embark on major Joint marketing campaign where theSmartCash® cards will be accepted at all POS devices, starting with Ecobank, Equity and Bank of Kigali. We are doing this based on the current distribution of ATMs versus POS in Rwanda. POS devices are about six to seven times more than the number of ATMs, so you have six to seven higher chance of a customer using a POS as compared to an ATM. There are about 380 ATMs in the country compared to more than 2,000 POS devices. In the next month or so we want 37

COVER STORY

people to utilize more in hotels, restaurants, shopping centers, agents among others. Bank of Kigali has been the major acquirer of POS devices followed by Equity and Ecobank.We have been working with them to develop acceptance of SmartCash® bank cards on their POS devices and the ATMs and have had some “user comfort tests” going on with the banks on making them more secure. Hopefully, all banks will be on board before this year’s third quarter. We have also given non-card holders access to their electronic wallet through the ATMs.Currently, I&M bank ATMs support the service together with Airtel Rwanda’s mobile money platform, Airtel money.Such a facility that allows mobile money to accessed from a bank ATM (Cardless- cash out) Soon we shall have money transfers via ATM’s hence allows banks to offerdifferent products to people based on their needs but enables people to access money at any time of the day. Today, it is hard for one to transfer money from one electronic wallet to a bank account or vice versa. We are offering to provide that service such that there is complete interoperability for e-payments and transfers. We can do this by compounding the cost to one central point, allowing better compliance, over sight, risk mitigation atthe lowest cost for the end-user. If you provide these services in one entity, then you allow the banks to customize based on their market; in the long run, both players and the end users will be happy and all at a lower cost because you are using one single asset for everybody. That also mitigates fraud better. This is the essence at RSwitch existence. In a nutshell, we always make sure bank ATMs are up and running all the time and try to create more distribution points by allowing clients to use their bank Debit cards in any of the banks ATM’s and POS devices since we are integrated to all the banks and telecoms, total interoperability. TSM: Rwanda is the only country in East Africa whose switch has integrated with all financial sector players; in other countries each bank has its own switch. What has this led to apart from interoperability? Wouldn’t it be better if every financial services provider had its own switch? Karuletwa: Currently, we are the most efficient &profitable switch in East, Central and Southern Africa and this has to do largely with the private and public sector working togeth38

er.Our regulators work very closely with us to the extent we don’t see them as regulators but as partners of industry. We all acknowledge the need to attain that one goal of a cash-free economy. In Kenya, almost every financial institution is doing its own switching which only helps in the short term but not in the long term.Total interoperability being one of the long term items currently being hindered today due to their approach. TSM: What then can Rwanda’s RSwitch benefit as a member state of the East African Community? Karuletwa: Now we have the Rwandan market and the East African market which puts Rwanda’s vision of being an ICT andFinancial hub on track because we get to engage with over 90 million people in East Africa rather than the 11 million people in Rwanda which is a huge spread.Information Communication Technology (ICT) services are easier to export. The fact that we can communicate to Singapore today in less than a second attests to this. ICT allows you to provide for functionality in the Financial Services industry. Rswitch uses ICT to facilitate banking and financial services. So I think the stars are aligned for us where you have the regulations and governments approach working perfectly for us which now allowsmore investors interested in Rwanda because of what Rwanda is doing with ICT.The liberal financial regulations that we currently have here also play a big role. TSM: Has any competition from other switches and schemes like world re-known VISA been of any advantage or disadvantage? Karuletwa: Before ADC took over, RSwitch lost its exclusivity rights hence allowing VISA to come into the market as a switch. It is healthy competition in my view. At the same time we develop partnerships because they are a switch and a scheme and we are a switch and have a scheme which is a domestic solution called Smart Cash, hence offering both

COVER STORY

Domestic and International scheme services, offering choice to the marketplace. We provide affordable products based on international standards mimicking the same infrastructure and security precautions. In this area, it’s more of a “copy and paste” of technology but it’s the policies that change based on the market. We learn from the best technology and come up with similar but affordable products for the Rwandan market to allow financial inclusion. A certain tier of the market may prefer to use Visa while another may prefer the Smartcash. We provide facilitation for both based on affordability. That said, we pride ourselves in offering best price for value. TSM: Lastly, what are some of the challenges you have faced in reaching out to the market and what are the recommendations to solve them? Karuletwa: As an industry, we need to educate people on the benefits of these services. Till this day, we have people calling cards “the devil,” linking them to the chip talked about in the Bible. This is a serious challenge for the banks and we need to reach out to the churches and communities with the correct information. We also need to reach out to the universities because the students are our next working class. These are the people who understand the benefits through education and use it to foster a cashless society in the country. As for connectivity, the telecoms have done a great job in ensuring there is connectivity all over the country but there is still need to have more of it to help propagate financial services throughout the nation.TSM

BANKS COMMEND RSWITCH’S STRIDES Trends have remarkably changed thanks to RSwitch. A few years ago, banking halls were full of clients, all in long unending queues. There was need for more people to use electronic platforms to transact.Then came the use debit and credit cards that enabled people carry out the transactions at ease at the Automated Teller Machines (ATMs) and Points Of Sale (POS) devices. Innocent Muhizi, head of IT at I&M Bank, in an interview with the ServiceMag said RSwitch’s services have substantially improved since they re-branded and that the new set of services suited the bank’s needs. “The up time of the ATMs is great and they have relationship managers for their clients in that we easily reach them in case of anything,” he said. He also commended the new leadership ofRSwitch. “They give us reports every time, are approachable and monitor our ATMs for us even during weekends to make sure they are up and running,” said Grace Irihose, electronic banking officer at Development Bank of Rwanda (BRD).

SALES AND MARKETING

by Olivier BIRARO

There is a legend about a great Japanese warrior, Miyamoto Musashi. He was about to send his armies against a powerful foe, whose men outnumbered his own. He loaded his samurais (medieval Japanese soldiers) into boats, sailed to the enemy’s country, unloaded soldiers and equipment and then gave the order to burn the ships that had carried them.

As long as they keep it, Japan will remain the number one car dealer worldwide. Japan has understood that customer satisfaction is the oxygen of their economy, and that customer dissatisfaction equals their inevitable demise. It is a matter of life and death, since they have no natural resources, like Rwanda. My question: have we Rwandans understood that our economy’s survival will depend on customer satisfaction if we are to migrate from agriculture-based to service-based economy?

Addressing his men before the first battle, he said, ‘You see the boats going up in smoke. That means that we cannot leave these shores alive unless we win! We now have no choice: we win or we perish” --- They won. Thus a precedent was set in the Japanese military: victory or death. In case of a defeat, suicide (hara-kiri) ensued. Just as the roots of Kaizen stem from martial Whilst I am far from endorsing suiarts, the art of Japanese selling cide, I would like to point out the relies on the same martial principles: secret behind Japan’s winning and win the market or perish. Winning keeping the car market. That secret left to Japan by the Samurai warriors the market is not a game; it is warfare, is simple: consider any undertaking since the market is like a jungle: either as warfare and do not consider failyou are a gazelle or a lion. In order to ure an option. survive, a gazelle must be faster than the lion. To survive hunger, a lion When the Japanese manufacture a must kill a gazelle, and that means it car and sell it, they keep assessing cushas got to be faster than its prey. tomer satisfaction through research and surveys, and keep improving, In a jungle, a chameleon uses stealth changing, innovating, and making and changes skin color in order to their products and services better, survive. In business, adapting to even when customer satisfaction is at change and being innovative determine the survival of an emerging its best. That culture is called Kaizen company, which cannot run as fast in Japan. as the big businesses (lions). 40

John Sculley, one time Apple CEO, compared the American economy to Kaizen-based economy, “In America, projects have a beginning, middle, and an end. In Japan, projects have direction, so that what you’re pushing for is heading further and further out.” The symbol of KAIZEN is a river: heading further and further out, ever-flowing, never stagnating to stink. It is the same water, but it is new every second.TSM akaga01@gmail.com

CUSTOMER SERVICE

Votre offre représente-t-elle un trop grand risque pour votre client? Par Jean-Pierre Lauzier

Chaque fois que vous prenez une décision, vous vous exposez à un risque. Chaque personne évalue subjectivement son facteur de risque et possède son propre niveau de tolérance. Lorsque vous décidez, vous le faites en évitant au maximum les risques. Il en va de même dans vos décisions d’achat. Vos clients font de même. Voici trois éléments parmi les plus importants sur lesquels se basent les acheteurs pour évaluer le niveau de risque lié à l’acquisition : 1. Le prix : plus le prix du produit est élevé, plus le risque peut être perçu comme important par le client. Souvent un vendeur baisse son prix parce qu’il n’a pas été capable de diminuer suffisamment le facteur de risques pour ce client. 2. Les préoccupations/besoins : plus le positionnement du produit répond à un besoin ou à une préoccupation dominante de l’acheteur, plus le risque diminue. 3. La confiance : quand le climat de confiance est établi, les risques diminuent. On peut inclure dans cette catégorie l’honnêteté, l’intégrité et la réputation du vendeur et de l’entreprise. En tant qu’entrepreneur ou vendeur, si vous désirez une croissance importante et soutenue de vos ventes, vous devez diminuer le facteur de risques. Voici quelques actions qui vous permettront de diminuer ce facteur de risques :

1. Établissez un climat de confiance. Faites ressortir votre honnêteté et votre intégrité, écoutez toujours avec vos oreilles et vos yeux. Souvenez-vous que le client se dit toujours inconsciemment : « Si j’ai un ou des problèmes avec cet achat, est-ce que ce vendeur ou cette entreprise agira de façon responsable et me supportera? »

2. Élevez votre niveau de compréhension des préoccupations et des besoins de votre client. Vous devez comprendre en profondeur les préoccupations fonctionnelles et personnelles de vos clients. Plus votre compréhension sera juste, plus la solution proposée répondra à ces préoccupations et plus le facteur de risques diminuera pour le client. 3. Dégagez un sentiment sincère d’aider. Durant votre conversation avec votre client, ce dernier fait une évaluation de votre capacité et de votre sincérité à l’aider à effectuer le meilleur choix pour lui. Votre objectif principal consiste à l’aider. En agissant avec cet état d’esprit, votre client se sentira à l’aise : le facteur de risques diminuera. 4. Mettez en valeur votre expertise en la reliant aux besoins du client. Personne n’aime être utilisé comme cobaye. Si le client a cette impression, cette acquisition représente alors, pour lui, un risque plus élevé et il n’y adhèrera pas. Développez votre expertise, présentez votre solution/service en fonction de l’amélioration de ses attentes. Apportez-lui une valeur réelle. Alors, le facteur de risques diminuera. Il arrive souvent que, dans les PME en forte croissance, le président s’implique activement dans le cycle de vente parce que son intervention permet de diminuer le facteur de risques pour le client. Posez-vous la question suivante dans chacune de vos situations de vente : est-ce que la solution que j’offre à ce client est celle qui est la moins risquée pour lui sur le marché? Si la réponse est positive, vous aurez plusieurs nouveaux clients. Mais si la réponse est négative, vous devrez vous appliquer à diminuer ce facteur de risques afin d’obtenir le succès que vous désirez. TSM L’auteur est un conférencier, formateur, expert-conseil JPL Communications. www.jeanpierrelauzier.com 41

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U Rwanda rwiteguye kwakira neza abashyitsi bazitabira inama ya AfDB byanditswe na Faustin Niyigena

ya 19 kugeza ku ya 23 aho izahuriramo abantu bari hagati y’ibihumbi 2 na magana atanu n’ibihumbi 3 (2,5003,000). Ubuyobozi bw’iyi Banki buvuga ko muri iyi minsi 5, abazaba bari muri iyi nama bazakorana ibiganiro ku ntego igira iti: “Afurika dukeneye mu myaka 50 iri imbere.” Kimwe mu bikenewe na Afurika ni ugutanga serivisi neza kandi n’u Rwanda ni kimwe mu bihugu bikinengwa imitangire ya serivisi mu nzego zakira abantu ariko kuri iyi nshuro abatanga serivisi bavuga ko bazakira ababagana neza ndetse ku rwego mpuzamahanga nkuko babisabwa n’ikigo cy’igihugu gishinzwe iterambere (RDB). Umuyobozi w’ishami ry’ubukerarugendo mu Rwanda (tourism chamber), Bart Gasana avuga ko imyiteguro yo kwakira abo bashyitsi irimbanyije kandi ko ibintu byose birimo bigenda neza. Uko kwakira abantu bizakorwa

Abananyarwanda n’abanyamahanga bakora akazi ko guha serivisi ababagana biteguye kwakira neza abashyitsi . bazitabira inama ngarukamwaka ya Banki Nyafurika Itsura Amajyambere (AfDB). Iyi nama igiye kuba ku nshuro ya 49 izabera i Kigali mu Rwanda kuva tariki 44

Mu bijyane n’amafunguro ndetse no guhaha utuntu dutandukanye, urwego rw’ubukerarugendo rutangaza ko kubera iyi nama ya 49 ya AfDB hateguwe ahantu hagari hazaba harimo resitora na za butike abo bashyitsi bashobora kwifashisha mu gihe bari mu biganiro cyangwa bari mu karuhuko. Aho hantu hatunganyijwe ni ahazwi ku izina rya Camp Kigali, hakaba haratoranijwe kuko ari hagari kandi hegeranye na hoteli Serena izaba iri kuberamo ibiganiro. Gasana ati “Camp Kigali ni nka

conference village kuko hazaba hari urukurikirane rw’amaresitora atandukanye ushobora gusangamo ibyo kurya by’ubwoko bwose byaba ibyo muri Afurika, u Bushinwa, Amerika, Aziya n’ahandi ndetse hakazaba harimo n’aho kugurira ikawa n’icyayi by’u Rwanda hamwe n’amaduka azaba acuruza ibintu bitandukanye cyane ibikoresho by’ubugeni (object d’art).” Umuyobozi wa Serena Hotels mu Rwanda akaba na visi perezida w’ishyirahamwe ry’abanyamahoteli, Charles Muia yemeza ko urwego rw’amahoteli ruzaba ruri gutanga serivisi ziri ku rwego rukenewe. Ubu buryo bwo gukoresha Camp Kigali buzatuma hatabaho akajagari ko gushaka kujya kurira muri hoteli ucumbitsemo cyangwa ujya gushakisha ibyo ugura mu masoko atandukanye yo mu mujyi wa Kigali kuko ibyo byose bizaba biri hamwe kandi hafi yawe. Kubijyane n’amacumbi yo kuraramo, amahoteli yatoranijwe n’itsinda ryishyiriweho na Banki ubwayo ko azakira abo bashyitsi, ubu yatangiye kumenyeshwa abashyitsi izakira n’icyumba buri wese azararamo. Bart Gasana ati: “kugeza ku itariki ya 12, buri hoteli iri kugenda ihabwa izina ry’umuntu, igihugu aturutsemo, umwirondoro we nkuko uri kuri credit card ye n’ibindi.” Gasana avuga ko ubu buryo nabwo buzaca akajagari muri za hoteli kuko banasaba abari barakoze reservations (abishyuye mbere) ko iyo myanya yabo ariyo bazashyirwamo mu buryo buzwi n’urwego rw’ubukerarugendo na

BUSINESS MANAGEMENT

AfDB ku buryo nta cyumba uzasanga cyateganyirijwe (reserved) inshuro 2 n’umuntu 1 cyangwa abantu 2 batandukanye. Iri tsinda rya AfDB n’urwego rw’ubukerarugendo biri kuyoborwa na Minisiteri y’imari n’igenamigambi (MINECOFIN). Usibye iyi nama mpuzamahanga ya 49 yateguwe na AfDB, u Rwanda muri Nzeri nabwo ruzanakira inama ya 14 yiga ku iterambere n’ubucuruzi nayo iri ku rwego mpuzamahanga. Iyo nama yitwa International Trade World Centre ifatanywa n’indi yitwa International Trade Centre’s Women Vendors Exhibition and Forum. Usibye izi nama zose ziteganyijwe kubera mu Rwanda muri uyu mwaka, u Rwanda ruherutse no kwakira izindi nama 2 mpuzamahanga; imwe ikaba yaritwaga Transform Africa yakurikiwe

n’iyitwa ICT for Agriculture kandi izi zose bazakiriye neza. Umuyobozi ushinzwe ubuziranenge muri RDB, Emmanuel Werabee avuga ko urwego ayoboye ruri gukorana n’inzego (sectors) zose bireba kugira ngo buri kimwe cyose kizabe kiri mu buryo bwiza mu gihe cyo kwakira ibi bihumbi by’abashyitsi. Zimwe muri izo nzego harimo urwego rwo gutwara abantu n’ibintu hakoreshejwe imodaka cyangwa indege, inzego z’umutekano n’abandi bose bireba barimo n’abikorera. U Rwanda kuba rutoranywa kwakira izi nama nini zihuriramo ibihumbi by’abanyacyubahiro biba bigaragaza ishema u Rwanda rufite mu ruhando rw’amahanga kuko izi nama ikintu cya mbere gisabwa kugira ngo zizanwe mu gihugu runaka ari umutekano. TSM faustinigena@gmail.com

ICT

Understanding based financial services by Robert Nsinga

There has been a considerable buzz on the internet around a new â&#x20AC;&#x153;transmittableâ&#x20AC;? thing: money in virtual currency. The most commonly known transmittable items so far are voice, video, image, and text. Well, a sizeable number of people are now accustomed to buying and selling online, with such giants in the game as Amazon, PayPal, and other e-commerce giants. But such platforms have received wide spread adoption only in countries where credit cards and mobile phone usage has matured.

the same inter-bank arrangement under the novel idea of a virtual wallet. You can, for example, email money to a friend. Bitcoin and Dogecoin, the new kids on the block, take it further by converting real-life currency into virtual currency, totally drifting away from any central financial authority. Looking closely you will find that these new schemes are trying to enable payment without relying much on banks or trust-based systems. Bitcoin for example has replaced trust with a collective participation to solve computer-generated puzzles tied to each transaction for authentication. That is virtual currency. It has no existence outside of the Internet. But since trust is the biggest issue standing between us, Africans, and the existing card schemes maybe we have a better chance with schemes that are not based on trust like Bitcoin. By increasing our knowledge in technology we can do away with situations that have kept us out of the global electronic financial streams by providing new leverage for consideration. And by the way, Facebook may soon introduce e-money services in Ireland. With its massive users I believe they have what it takes to give VISA or MasterCard a run for their money. TSM

Fundamentally the credit card scheme was invented by banks to ensure that cash flow remains an inter-bank activity while creating a new form of equity: debt itself. The scheme relies on a central authority (in this case VISA or MasterCard) to regulate all transactions and monitor participating banks. It is a scheme based on trust. Bank A, B, and C trust credit card company X and vice-versa. Unfortunately, many banks in developed countries score poorly on trust due to political instability or high poverty rates. That is largely why credit card companies are still not common in Africa. The publisher is the founder of Ceable, a software development startup with operations in Rwanda and the EAC. He is also a consultant on financial services and e-commerce. Contact: robPayPal and Google introduced new features allowing cus- ert.nsinga@ceable.com. tomers to store multiple card schemes or electronic payment options under a unique account by basically keeping

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ICT

The

The Good news • Using a smart phone we can access information from anywhere on any subject, fast • Because I don’t need a hard drive and fan-cooled CPU, hardware costs are cheaper and most problems are fixed by switching off and on again • All my data is stored online, Skydrive offers a whopping 7Gb free

by Simon Corden

• All that data can be synchronised to multiple devices • Online Apps like Google Docs and others mean we can always use the latest software and the processing power of a global corporation

• Family, friends, work colleagues and customers Tech lovers across the world are celebrating! 70 years ago are seconds away from us through a myriad of the pioneering Colossus computer started to crack Gerchannels from Hotmail to Snapchat from Faceman codes during World War Two. It is recognised as the book to Skype from Evernote to Twitter and one world’s first digital programmable electronic computer. can work, study and socialise anywhere. Built in 1944 it crunched data at a blazing 5.8Mhz but filled an entire room. In comparison, an iPhone 5 runs at The Bad news 1.2Ghz that’s 1000 times faster and fits in your pocket. • Distraction! Every rude intrusive beep, buzz, The pace of change in IT is relentless. In the 1980s, people whistle, chirp and ding takes our attention away argued about CPU clock speeds, Megs of RAM and of from real life and real people – the irony is that course, as size matters: ‘How big is your hard drive?’ Some social media can make us anti-social! people still do, yet they are unlikely to be ordinary PC owners, bank tellers, magazine publishers or even gamers; but • Lack of Internet connection will make one feel they will be CIOs, CFOs, enterprise architects and data like a nobody, with nothing centre managers. Why? Because as a worldwide commu• Slow connections annoy and frustrate us nity of data users, owners, hoarders and sharers, e-mailers, bloggers, v-loggers, Facebookers and Tweeps we are most• The big problem is that identity, personal details ly global and not local. In other words all our data is being and information security are constantly at risk stored, processed and managed in The Cloud. of theft, hacking or exploitation as global media reports about Edward Snowden confirm. It What’s The Cloud? Actually, just another name for the has been said that from the security of my home Internet probably dreamt up by a cunning marketer. It is my online communications are like standing in a however, a massive network of smaller networks made up crowded market and shouting them out through a of billions of devices all ‘singing and dancing’ with each megaphone. other. But there are some VERY BIG chunks of this net of nets that make Colossus look like an abacus that after all was only connected to a power supply and not other computers. Google’s 8 data centres are so big that their engineers are given bicycles to get around them. Some say they power the world; it’s where the Internet lives. Ok, what does life in The Cloud mean for you and me? Well there’s good news and some bad news. 48

Every Cloud has a Silver Lining No one can switch The Cloud off, itâ&#x20AC;&#x2122;s here to stay. With a feeling of great optimism I am in awe at the opportunities it presents for education, healthcare, public services, retail, media, trade and industry. Cloud stats 2 billion people use the web every week; half of them live in Asia 255,000,000,000 emails were sent today 2,700,000,000 Google searches were made today (27 were mine) 5 billion gigabytes of data are stored online 155 million websites are up and running Facebook is 10 years old; the founder is only 25 and worth around $4billion Google data centres consume 1000 times more electricity than some small countries. TSM simon@me.com

FOCUS STORY

in Rwanda’s banking sector

by TSM Reporter

The banking sector in Rwanda is making huge strides thanks to the use of electronic methods. The need to open more branches is minimized since clients can do everything with a simple push of a button at the Automated Teller Machines (ATMs), Points of Sale (POS) devices or from one’s laptop anywhere. This technological evolution has led the banking industry to become more innovative and introduce new more sophisticated products through the electronic platforms.

worthiness before granting them loans.”

Using Information Communication Technology (ICT) services has not only streamlined the working efficiencies of banks but it has also made them more buoyant. Today Rwanda boasts of a total of 10 commercial banks, four microfinance banks, one development bank and a cooperative bank. As a result of the sector’s rapid transformation through ICT, more sector players have entered the market with Ugandan brand Crane Bank and German It has also led to a reduction in the loan default microfinance bank AB Bank being the latest. rates which was a huge challenge a few years Last year, the sector’s total assets grew by 21 ago. “We were able to reduce the non-performper cent, from Rwf 1.25 trillion ($1.85bn) in ing loans ratio from double digit figures a few 2012 to Rwf 1.5 trillion ($2.2bn) end last year. years ago to the seven per cent we recorded last According to the central bank, this growth was year,” Aimable Nkuranga, Rwanda Country mainly driven by the gross loans issued to the Manager of Credit Reference Bureau Africa private sector that increased by 12.9 per cent says. from Rwf 747bn ($1.1 million) in 2012 to Rwf Nkuranga explained that back then, a client 844bn ($1.25 million) last year while customwould go from bank to bank accessing differer deposits grew by 20.6 per cent from Rwf ent credit facilities and then disappear without 844bn to Rwf 1.018 trillion in the same period paying back. “This was all because the banks in question. used to record customer information and didn’t The sector however recorded a 17 per cent dip share the information on clients, making it in total profits, to Rwf 22.6bn last year from easy for defaulters to get more loans. However, Rwf 27.3bn in 2012 mainly due to the sussince we entered the market in 2010, banks can pension of donor funding in 2012 that led to a now access each of their client’s credit history reduction in private sector lending. from our system in order to assess their credit 50

FOCUS STORY

Rao Balivada, Managing Director of GT Bank Rwanda said with the resumption in donor funding last year, they were now more focused on enabling the entire community to become familiar with electronic banking methods in order to ensure financial inclusion for all while at the same time creating a cash-less economy. He added that the use of ICT enabled them to increase out there to the unbanked population.

44 per cent, from Rwf 180.6bn in 2012 to Rwf 260.6bn in 2013. Meanwhile, telecoms’ mobile money platforms, the main challenger to the banks’ electronic platforms on the other hand had Rwf 330bn pushed through them last year, a 105 per cent increase from Rwf 161bn recorded in 2012.

Sector analysts are positive that the competition will either steer the banks to introduce more Most of the banks have their ATM machines innovative and customer cost saving products that accept Smart cash, VISA, Master Card, in order to out-compete the telecoms or make Diner, American Express, China Union Pay, the two key players work together to achieve Discover and Pulse cards. the goal. Kenya Commercial Bank’s Rwanda February’s central bank monetary policy and subsidiary, KCB Bank is working with telecom financial stability statement indicates that last giant MTN in order to spread out its agency year, the number of Automated Teller Machines banking concept. TSM increased by 14 per cent from 292 ATMs in 2012 to 333 as of end of December 2013. The machines’ transaction values also went up by

ASK OUR LAWYER

(Question) Turashaka gushinga sosiyete y’ubucuruzi dufatanyije n’abandibenshi, mushobora kunsobanurira itandukaniroriri hagati y’inama y’ubutegetsi n’intekorusange ?

Katia Manirakiza Consultante Légale Envoyez-nous vos questions légales à : askourlawyer@theservicemag.com

Sosiyete y’ubucuruzi aho iva ikagera igira abanyamigabane benshi kandi ikaba igomba gukora inama ihuza abagize inteko rusange. Iyo nteko rusange iterana rimwe mu mezi atandatu nyuma yo gusoza umwaka w’ibikorwa byayo. Abanyamigabane bose bashobora kuyitabira cyangwa ntibabikore ariko bose bafite uburenganzira bwo kuyijyamo. Buri munyamigabane aba afite uburenganzira bwo gutora amajwi ye akajyana n’umubare w’imigabane ye, bityo akagira uruhare rwo gufata ibyemezo bireba zosiyete ye. Muri iyo nama iterana buri mwaka ni ho bagabana inyungu babonye. Kuri buri cyemezo buri munyamigabane atora ashyira urutoki hejuru. Umunyamigabane ashobora gutora yanga icyemezo cyangwa agishyigikira, yifata se cyangwa akanga gutora.

ribigaragaza iyo nteko ntiterana ku gihe kizwi gihoraho ahubwo iterana kubera ikibazo runaka kiba cyavutse kidasanzwe. Iyo nteko rusange idasanzwe ishobora guterana igamije guhindura amategeko ngenga y’ikigo, kongera imari, guhuza inzego, kuzana imigabane, gusenyuka, gutangaza imigabane bifuza kugurisha. Muri rusange, inteko rusange ni ahantu abanyamigabane bateranira kugira ngo bafate ibyemezo. Naho inama y’ubutegetsi ni itsinda ry’abantu cyangwa amashyirahamwe cyangwa abantu ku giti cyabo bashinzwe kuyobora ikigo. Iyo nama y’ubutegetsi igizwe n’abantu batandukanye ari bo perezida ushobora kuba yaratowe cyangwa yarashyizweho n’umunyamabanga. Niba ari ishyirahamwe rifite uwo mwanya rishyiraho umuntu urihagararira muri iyo nama y’ubutegetsi.

Ese abagize inama y’ubutegetsi batoranywa bate ? Mugomba abantu bafite ubumenyi n’ubushobozi Muri iyo nama y’inteko rusange ni ho basuzumira bwihariye, bazwi cyane cyangwa bafite ikindi raporo y’imari y’umwaka barangije. Buri bamarira ubucuruzi bwanyu. munyamigabane ashobora gufata ijambo, akabaza ibibazo ku ngingo runaka. Ni wo mwaka wonyine mu mwaka aho buri muyobozi w’ikigo Icyo ugomba kwitondera ni umubare usabwa kugira cy’ubucuruzi asobanurira abanyamigabane ibikorwa ngo inama ifate ibyemezo n’igihe inama itumirizwa, byakozwe anagaragaza ko ikigo cyacunzwe neza. ugomba kuba ufite ikaye nini ukoresha igihe hateranye inteko rusange n’indi ukoresha igihe hateranye inama y’ubutegetsi n’indi yandikwamo abitabiriye inama. Iyo nama iba buri mwaka ni yo yitwa inteko rusange TSM isanzwe, ariko hari ubundi bwoko bw’inteko rusange bita inteko rusange idasanzwe. Nkuko izina 52

YOUR WELL BEING MATTERS

by Dr. Rachna Pande

Once detected, hypertension needs dietary restrictions to keep it under control. Most of the people need medication to maintain a normal blood pressure. Higher doses of drugs or more drugs may be needed after a period to keep it controlled. Untreated hypertension damages organs in the body like kidneys, eyes, heart, and brain. Therefore it is important to keep it within normal range, i.e. 140/ 80 mm.Hg., or less. It is important for one to know the risk factors causing high blood pressure and so prevent its development from a young age.

Hypertension or high blood pressure is a chronic condition where the individualâ&#x20AC;&#x2122;s blood pressure (pressure against which the blood flows in blood vessels) is higher than normal. A person may have headache, restlessness or there may be no complaint at all. It may be detected while doing a physical examination for some other problem or prior to a surgical intervention.

building should be avoided. These kinds of exercises release adrenalin in the body and augment blood pressure. Alcohol consumption and cigarette smoking are other risk factors for developing hypertension. Hence it is better to quit them before damage occurs to the body. Physical and mental strain also leads to hypertension. One should learn to work within limits of his endurance. It is important to work hard in life but it is equally important to maintain good health. Hence it is desirable that one increases the amount of work done gradually and keeps regular hours of eating and sleeping. Mental stress should also be avoided. A person can achieve mental relaxation by means of yoga, sufficient rest periods, meditation, reading good literature, e.t.c. Charity, generosity, friendly and cooperative attitudes are other traits which help a person feel happy and mentally relaxed.

Large quantities of saturated fats in the diet increase lipid levels in the blood, a risk factor for both hypertension and heart problems. Therefore it is important for an individual to reduce intake of food substances containing saturated fats like cheese, butter, margarine, cream, eggs and meat products. Consumption of fresh fruits, vegetables, whole grain, e.t.c., vegetable products and lean meat like Advancing age and hereditary are two other factors responsible for fish, is healthy. hypertension which cannot be avoided Doing physical exercise daily is vital totally. But it should be known that in avoiding hypertension. It also brittleness of blood vessels occurring prevents obesity. Exercises like brisk with advancing age causes only walking, swimming, light jogging systolic hypertension (increased and yoga are ideal for prevention upper level of blood pressure) which of hypertension and its related does not affect an individual with no problems. They also help in treating other risk factors. Similarly one can hypertension with minimum amount have hypertension if there is a strong of drugs. Breathing exercises of yoga family history with it but one can delay if done regularly are very useful in this its development and keep it controlled regard, scientific studies have shown. by diet and exercise.TSM A word of caution here, any exercise done should not be strenuous or exhausting for the patient, otherwise it The author is a Specialist in internal will be more harmful than beneficial. medicine- Ruhengeri Hospital Exercises like weight lifting or muscle rachna212002@yahoo.co.uk 53

YOUTH TALK

Dr. Landry Ndriko Mayigane Youth movements that build Green Economies by Gloria Iribagiza

I have also been working as the Coordinator of the National Poultry Program under the Ministry of Agriculture and Animal Resources’ (MINAGRI) Rwanda AgAt 32, Dr. Landry Ndriko Mayigane has, for the past de- riculture Board to promote food security and improve cade, been building youth movements across Africa and the rural households’ economy through sustainable and safe world to address environment issues. Among them are; Af- poultry farming systems. rican Youth Initiative on Climate Change, Youth 4 Results, Rwanda #YACA (Youth Alliance for Climate Actions) as TSM: Why are the above roles important? well as working as Coordinator of the National Poultry Pro- Youth are the leaders of today and tomorrow. We cannot gram (MINAGI). talk about sustainability without involving youth in the He spoke to The Service Mag (TSM) about his leader- processes, from their inception to finalization. ship role as a social entrepreneurwho mobilizes youth to TSM: What do you consider the biggest engage and contribute to Rwanda’s development. challenge in your field? TSM: How do you influence change within It is not always easy to find the right incentives to keep your community? the fire burning for youth especially when building a Mayigane: I am a social entrepreneur and one of network that is volunteer-based. As a civil servant, it is the founding members of the African Youth Initiative difficult to make enough time for my youth networks, on Climate Change (AYICC), the biggest youth move- yet I love my job at MINAGRI and owe my professionment in the continent promoting youth leadership in al development so far to it. creating awareness for climate change and in advancing TSM: What is your biggest success story as a locally made solutions for adaptation. The network is 42 youth leader? countries strong with over 10,000 members. Actually not mine but our biggest success, with some I also co-founded the Youth 4 Results network in col- colleagues who worked hard alongside with me for laboration with the African Development Bank Group RYACA, is seeing this network taking shape little by working on youth mainstreaming in the Management little. RYACA in partnership with Miss Rwanda 2014, for Development results across Africa and promoting Akiwacu Colombe and others, have made a music vidagendas for regional integration. eo that highlights the need and benefits of protecting Additionally, I am the Founder and Chairman of the the environment. With RYACA, I feel like everything Rwanda #YACA (Youth Alliance for Climate Actions) is possible with the right attitude and determination but aka RYACA which is a promising and inspiring local most importantly the right team at your side that shares youth network of doers and makers, and active contrib- your vision. Everything is possible if you just dare to dare. utors to the green economy of Rwanda. 54

YOUTH TALK

TSM: Where do you derive your motivation? My passion for youth and Africa is my motivation. In light of this, RYACA has recently been selected by the UN Secretary General’s Envoy on Youth Office to join the Global Partnership for Youth in the Post-2015 Development Agenda. This partnership aims at ensuring that young people are actively participating in setting, implementing, and evaluating the new development agenda due to replace the MDGs in 2015. TSM: What are your aspirations? Inspire a generation of youth who act as Youthpreneurs and Enviropreneurs in Rwanda. This means youth who are proactive and aggressive entrepreneurs in creating green jobs and opportunities for themselves and their peers in their communities, while being responsible and active global citizens.

UpClose

TSM: What is your take on service delivery in Happiest when: I am listening to my favorite music, the environment sector? which is Gregorian Chants. Rwanda is doing great in this area as manifested by the ban on plastic bags, beauty and cleanliness of Kigali. Inspired most when: Looking at the blue sky and However, we still have a lot of work to do to reduce the full moon. our individual carbon footprint which means simply Saddest moment: When I repeat the same mistake. reducing the impact of our personal behavior and acts on global warming. Let our daily actions and services Favorite hangout spot in Rwanda: Carrefour des always respond to the ‘3R attitude call’ which is to “Re- Artistes at UTC. duce, Re-use and Recycle”. Favorite dish: Isombe. TSM: What is your message for the Rwandan The gadget you can’t possibly do without: My youth? smart phone—of course when internet is working. ‘The greatest adventure is what lies ahead. If you had one wish, which celebrity, famous Today and tomorrow are yet to be said. or influential person would you like to meet in person?: Jesus. The chances, the changes are all yours to make. The mold of your life is in your hands to break.’

Current relationship status: I have a girl friend.

John Ronald Reuel Tolkien.

The most daring or craziest thing you’ve done:Flying a small wagon plane as a co-pilot. TSM glo.irie@gmail.com 55

FASHION PAGE

Fashion Fashion Fashion by Efua Hagan, founder of IOLA Designs ms.efuahagan@gmail.com

Confidence and style go hand in hand; one canâ&#x20AC;&#x2122;t exist without the other. One way to exude confidence is by getting the colours and patterns and textures you wear right. RADIATE CONFIDENCE IN JEWELRY OF COLOUR A world without colour would be dull. A bold necklace is a practical and easy way to add a pop of colour and visual interest to your look. Use a bold necklace to: Complete a look Display self-confidence Transform a simple or monotonous outfit into something a little more interesting.

Necklace by KANYANA Necklaces are made of beads and brass.

Necklaces by KANYANA Models: left: Kalisa Vestina Right: Rachel Uwineza

Exude confidence in jewelry by KANYANA

Cocktail ring made of Pure Amber By KANYANA

Website: www.kanyana.rw, www.facebook.com/Kanyana-Rwanda , Tel: +250 784080164

BASIC STYLE TIPS TO KEEP YOU LOOKING AND FEELING YOUR BEST

Gents, for the work place, consider branching away from the usua suit. Navy blue and grey especially are far more versatile and offe understated yet formal, business appropriate look. Black is less su business or the day time but can look very modern and stylish wh the evening.

Necklace by KANYANA Model: Rachel Uwineza The price for jewelry at KANYANA ranges between: 5,000 RWF and 45,000 RWF

Ladies, add a single bright element to any outfit and make it look updated. You can keep the rest of the outfit neutral or mix in a co bright for a balanced look. However keep in mind that bright col highlight and draw attention to whatever area you wear them on.

FASHION PAGE

A PLAYFUL TOUCH OF TEXTURE Add a playful touch of colour and texture to your look for the day or evening with a clutch bag. Clutch bags are perfect for evening dates and fancy occasions. If you are a bride-to-be organizing your big day, consider clutch bags for your bridesmaids as a unique alternative to flowers. Custom made fashion clutch bags by IOLA Designs combine a trendy mix of heritage and modern style and are set to provide a unique and enjoyable handbag experience. All designs are African inspired and made in Rwanda. E-mail: ioladesignsltd@gmail.com, Tel: +250 786015629, https://www.facebook.com/ioladesigns.pfa Rose Clutch Bag by IOLA Designs 20,000 RWF

Double bow Clutch Bag by IOLA Designs 20,000 RWF

Fabric Play Clutch bag by IOLA Designs 25,000RWF

KEEP IT CLASSY WITH MODERATE PATTERNS

The safest way to wear pattern is in moderation. A classic approach would be to Mix a patterned item with a plain one. For example a patterned shirt can be matched with a plain silk neck tie, or a print blouse with a plain skirt. A more daring approach would require mixing patterns together (try not to exceed two). This works best when each pattern is of a different size. Generally, the rule here is not to clash. Enjoy a trendy fashion experience with RWANDA CLOTHING. The following items can be found at the RWANDA CLOTHING STORE. Romper by RWANDA CLOTHING Jumper by RWANDA CLOTHING 49,000 RWF

Laptop cases by RWANDA CLOTHING 19.000 RWF to 29.000 RFW (with leather)

al black er a more uitable for hen worn in

k instantly ontrasting lours

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Upgrade your outfit with scarves, which are always in style. Scarves by RWANDA CLOTHING 29,000 RWF

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HAVE YOUR SAY

I tweeted EWSA for the first time and was very pleased with their response , speed and the information they provided. Ho wever, how do they provide informati on to customers who do not have access to twitter (ie water rationing schedule, works on the electricity grid)? No wonder pe ople are complaining if no one tells the m about these things! What do you guys think ? Oriane. Since I came to Rwanda 1.5 year ago, I have found the ser vice at Select Restaurant perfect and they are always trying to go beyon d my expectations. The waiters keep eye-contact so you don’t have to call the m; they are polite, speak Kinyar wanda, English and French perfectly. It is the best place to bring family members or importa nt customers for a meal. I ha ven’t been disappointed so far...” Nelly.

When you get outstanding customer care and you feel a simple thank you is just not enough: KIPHARMA, REMERA BRANCH! Keep it Up! I always have the best customer service experience with Shima Travel Agency. They are located on the first floor of the Bonne Adresse building. It is 2 ladies who might have a total cumulative experience of 60 years in travel agency businesses. They have the energy of young graduates combined with the wisdom of grandmothers...JUST PERFECT!” Betty. N� 5 �u� 50 st�r� f�� Rw�nd� R�� Au�h�� i�� f�� i��, �� t� ��l�� , ��es�i�n��i��, c��e��, ��n��es�. I �� g��n � ba�� t�m��r��. Ge�r�e�. Urban Bistro (City Blue Hotels) gets a 4/5 for overall experience in hosting a birthday dinner for my friend. From the booking/planni ng phase to the service delivery at the event, I was very impressed. These guys kno w what they are doing and Joseph, the restaur ant supervisor owns and wears his title with prid e. Kudos!!!

Ruzizi Tented Lodge is a new kid on the block, opened just over a year ago, in Akagera National Park. And new it may be, but it is already making its mark among Rwanda’s tourist offerings and has become a hotspot for weekend get aways. Designed, built, and now operated by park staff, Ruzizi started out as a simple concept on a simple budget. The lodge has exceeded expectations over the past year, reaching 60% occupancy at the height of the tourism season, and has received rave reviews on popular travel sites and local print media along the way. So, what is the secret to Ruzizi’s success? It’s not much of a secret if you’ve visited… Location, location, location! Found deep in the riverine forest, nestled on the edge of Lake Ihema, in one of Africa’s most scenic parks – Ruzizi is fairly unbeatable in this department. Innovation; Ruzizi is the first of its kind in Rwanda, although a well proven concept elsewhere in Africa. Its eco-conscious design through a comprehensive system of solar power, use of local materials and raised boardwalks to leave a ‘light footprint’ coupled with the lodge’s unique construction features (including a tree growing through the building) make this an undeniable contender in the ‘innovation’ category. Value for money; Ruzizi is a mid-range facility with daily rates including a three course dinner followed by tea and coffee and a scrumptious breakfast with eggs made to order, homemade breads and muffins and freshly squeezed juice.

But perhaps more significantly – because Ruzizi is operated by the park, 100% of the profits from every stay go towards the long-term sustainability of Akagera. You can enjoy your stay even more knowing you are directly contributing to the protection and conservation of Rwanda’s only savannah park, funding law enforcement activities and community development in areas surrounding the park. Last but not least, customer service; it goes without saying that this can make or break an experience. Lodge Manager, Ian Munyankindi, stresses that a good team is essential to successful service delivery and small things can make a big difference; “It’s about creating an entire experience for our visitors from the moment they make a booking enquiry, to even after they have left”. Visitors had this to say, “When we walked in, we felt like they knew us… The whole experience and lodge was so beautiful and special we just stayed there for the rest of the day. The perfect combination of rustic and luxury… The service and food are excellent.” Ruzizi Tented Lodge must be on the right track... So come and meet the new kid, you might just make a new friend! TSM

For bookings or more information, please contact Ruzizi Tented Lodge: +250 (0) 787 11 33 00 or ruzizi@african-parks.org

Benson Wamwea is a flight attendant, aviation me. I learn a lot on a daily basis. I have grown lasting friendships enthusiast, motivational speaker, farmer, poet and business relationships through talking to people I meet. I have found mentors who have coached me about life. I can say I and social entrepreneur. am truly blessed to have the chance to meet these people.” “I got into aviation in September 2006. I did my initial training with East African Safari Air Does Benson face any challenges? “Going to war torn areas is a Express Ltd, based in Nairobi. In January 2007, challenge in itself. The suffering you see on the ground, the sense two of the company partners broke away to form of imminent danger and lack of normal comforts of life. However, Jetlink Express Ltd, and I joined Jetlink. In the realization that just by flying to this place, somebody’s life is September 2009, I joined fly 540 aviation until being saved, gives us the courage to keep going. The knowledge March 2012 when I joined my current employer, that somebody somewhere depends on the passengers or the ALS limited, an aircraft leasing company that cargo that we are delivering gives real meaning to what we do.” mostly operates humanitarian flights for the UN, flying to war zones and hardship areas to Benson advises young people who desire to become flight attendants to keep dreaming because your dreams are valid. provide humanitarian support.” Although it may take a while to land a job as a flight attendant, Since he was 5, Benson wanted to fly. “I grew he says anyone with that desire should keep applying and not give up next to a military airbase, and was always up. fascinated by the aircraft flying overhead” he says. His greatest inspiration was Captain Peter Be prepared to work long hours, however, he warns. One needs Maranga, now with Kenya Airways. “When to be patient, have a pleasant personality, love people and be I was 12 years old, I read two of Captain interested in them. “Irritable people would struggle in this job,” Maranga’s books: ‘A little boy’s dream’ he adds. and ‘License to Fly’. The story of how he Apart from being up in the air, Benson recently founded a transitioned from a village herdsboy to now company, Blockworld limited, that provides low cost housing flying some of the most sophisticated aircraft through the use of interlocking stabilized soil blocks. He is also in the world is truly inspirational to me. When a motivational speaker, and speaks to teenagers in high schools I became a flight attendant, I kept the passion on self esteem, goal setting, attitude and belief systems. He is to fly and I am currently studying for my pilot interested in farming and keeps chicken and grows vegetables in license.” a small greenhouse. TSM It pays to follow your dream and Benson admits sidossou@theservicemag.com he is love with practically everything about his job. “Everything! The planes. The crew. The passengers. The destinations. The view from the sky. The freedom in being in a different part of the world every time.” He enjoys meeting people and tries to start a conversation with as many passengers as he can. “Apart from the fact that it creates a relaxed flying experience for them and an easy working environment for me, people are a bank of knowledge. They inspire 62