ISSUE 19: SEPTEMBER - NOVEMBER 2014
www.theservicemag.com
Two years down the road MAKING YOUR RESTAURANT BUSINESSES STAND OUT UMUKIRIYA WAWE NI AMBASADERI WAWE FIND US ONLINE
ASTUCES POUR CONTINUER MALGRE LES DIFFICULTES
TEDDY BHULLAR Managing Director Airtel Rwanda
SCAN TO VISIT OUR WEBSITE
RWANDA CIVIL AVAIATION AUTHORITY Upgrade of Kigali International Airport in line with planned Bugesera Airport
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NEWS 07. Serena Hotels /RwandAir Workshop for Tour Operators and Travel Agents 08. RDB: Noza Servisi 10. Bralirwa ltd commissions new soft drinks line 11. Expo 2014 best exhibitors awards
FOCUS STORY 32. RCAA: Upgrade of Kigali International Airport in line with planned Bugesera Airport
CUSTOMER SERVICE 12. Umukiriya wawe ni ambasaderi wawe 13. Uburyo butanu bwagufasha gukorana neza n’abakiriya bawe 14. Customer Service Philosophy 16. Les enjeux d’un bon accueil et d’une bonne relation client
COVER STORY 22. Airtel: Two years down the road
SALES AND MARKETING 17. Making your Restaurant Businesses Stand Out 18. Uburyo butatu ikigo cyawe kidashobora kunanirwa gukoresha ngo gishyireho izina 19. Ibintu bitanu abahanga mu gushaka amasoko bakora ku buryo budasanzwe kugira ngo bagere ku ntego zabo.
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HAVE YOUR SAY 27. Manhattanization of Kigali 28. Some of our frustrations 30. Rwandair:A popular airlines among East African students in South Africa
BUSINESS MANAGEMENT 31. Care beyond cure 34. Ubuhanga ugomba kugira ngo ube rwiyemezamirimo wahiriwe 35. Kuki abo mukorana badakunze gutanga umusaruro uba ubatezeho ? 36. Ese ikarita ikuranga yanditseho iki? 37. A Building Block 38. Interview Feedback 39. 4 astuces pour continuer malgré les difficultés
WHERE WE HAVE BEEN 20. On a testé pour vous : La livraison à domicile à Kigali 26. A taste of Nairobi coffee shops
PLUS 40.Youth talk 43.Women Entreprenuer 44.Your well being matters 46 They wowed us 47.At your service 48.Ask our lawyer 49.Fashion page 51. Travel review 52.Pictorial 3
Publisher's Note
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frica is indeed the fastest growing economy today. If you are in doubt, just look at all the summits around the globe to which our leaders are now invited. The million-dollar question however is, “Who will benefit from this economic growth?” Whenever I see Chinese drivers, masons, electricians, petty traders in our countries, I wonder why they are allowed to do these jobs that should be reserved for local people. A discussion with an African engineer in construction helped me understand how difficult it is to get skilled, versatile local people. Africa’s economic growth is not just a news element, yet not many seem to be ready to embrace the opportunities. Getting ready implies that we plan accordingly. Will we be ready to embrace the opportunities in 2035? The youth of Africa represents more than sixty-two percent of the continent’s population; 600 million is below the age of 25years. Among this population, how many are being given the right education, technical, vocational, formal or informal training? How do we get ready? The priority in every single country should be on education. We should all strive to upgrade our knowledge, access information, train to be better than we are today. We should all leverage our talent and energy to create dramatically higher levels of prosperity and equality. Youth of Rwanda, youth of Africa, there is no need to take the risk of losing one’s life on the shores of different oceans thinking the pastures are greener on the other side. The future is here - in Rwanda, in Africa! Things are changing and the world will actually come here for the same green pastures many think are on the other side. It is for these reasons that it is crucial we all get involved in preparing ourselves and get ready for the numerous opportunities to come. No day should be wasted. Use each single day to learn something new. Knowledge is power and information is key. Invest in them. Don’t wait for others to bring you that knowledge. We hope the information and knowledge we are offering you in this issue will help you shape your understanding of the businesses environment in Rwanda. Airtel has been working very hard to get grounded on the Rwandan market and we are extremely happy to share insights from their Managing Director with you. We have also compiled more than 30 articles in English, French and Kinyarwanda so that you can upgrade your skills on matters that will help you become more efficient in your work. Remember that the future of your life, family, community, country and continent depends on what you and I do each single day. Let’s get prepared for tomorrow. The future will only be bright for those who have prepared themselves. Be on that boat luck is what happens when preparation meets opportunity. Enjoy the reading
Publisher Sandra Idossou: sidossou@theservicemag.com Online Editor: Simon Corden: simon@theservicemag.com Design & Layout: Continet Designs Ltd: trumanrules@gmail.com English Editor: Aryantungyisa Otiti: aryantu@theservicemag.com Kinyarwanda Editor: Gaspard Habarurema: gaspard@theservicemag.com French Editor: Diana Ramarohetra: diana@theservicemag.com Marketing Consultants: Jean Paul Uwayezu: +250 788 781 562 jeanpaul@theservicemag.com Eva Gara: +250 782 029 803 Bea Umwiza: +250 788 304 226 Photography: photos@theservicemag.com Contributors: Rwanda Development Board, Jean-Pierre Lauzier, Diana Ramarohetra, Bralirwa ltd, Thomas Oppong, Jean Pierre Afadhali, Daniel Nzohabonimana, Chaffa Tiburce, Charles Okwalinga, Lorenza Julius Begumisa, Gloria Ilibagiza, Dr. Rachna Pande, Katia Manirakiza, Efua Hagan, Kustom, Denise K. Museminali, Marcellin S. Gandonou, Mame Bambi N’diaye, Léandre Nsanzumuhire, Sandra Idossou, Godefroid Gatamba, Bonnie Kim, Serena Hotels, Dr. Christian Ntizimira. The following organizations supported us in producing this issue: Airtel, Rwandair, Rwanda Civil Aviation authority (RCAA), Bralirwa Ltd., Rwanda Development Board, MTN, Hôtel des Milles Collines by Kempinski, Akagera Business Group, Af Link, Akagera Aviation. 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 assumes 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
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READERS LETTERS AND FEEDBACK I enjoy the quality and professionalism of your publication. I know you just launched but this magazine is full of promise. Continue the good work! Lucky Man Ikinyamakuru cyanyu turagikunda, kitugezaho inkuru nziza zitwigisha uburyo twakira abakiriya bacu. Mukomereze aho kandi mujye mugerageza mushyiremo inkuru z’abantu bo hasi baciriritse kuko hari abantu bumvako ari n’ikinyamakuru cyabakire gusa. Joseph Musengimana.
Ikinyamakuru cyanyu kiraturyohera cyane ariko twebwe abo mu ntara ntibitworohera kukibona. Mwazakora kuburyo mukitugezaho mu turere twose cyane cyane hano i Huye? Murakoze. Jean Bosco.
Please submit your comments and suggestions at editor@theservicemag.com Ese mwakunze inyandiko tubagezaho? Turabasaba ngo muduhe ibitekerezo kuri editor@theservicemag.com 6
Bonjour, je suis un lecteur de votre magazine et je le trouve très intéressant grâce aux conseils que je trouve dedans, afin d’offrir aux gens un excellent service. Mais pour le moment, il m’est difficile de trouver le dernier numéro. Parfois, dans certains magasins, ils exigent que l’on achète Pourriez-vous m’indiquer où je pourrais le trouver sans aucune condition ? Bucyensenge Jean De Dieu
NEWS
Serena Hotels /RwandAir Workshop for Tour Operators and Travel Agents
Mr. Mikael Gobena General Manager( Commercial) RwandAir, Theogene in the middle and Ms Rosemary Mugambi(right)
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joint Promotion for RwandAir who fly to all the E. African cities and Serena Hotels as a brand well placed throughout the region was a joint decision that was made to enhance the recent decision of a single Tourist Visa for E. African by its member states. Serena Hotels saw this as an opportunity for the Local operators to increase their knowledge of the region which is why this workshop was planned. It not only created an opportunity to educate the operators of what is in East Africa but also gave them an opportunity to grow the scope of their businesses by creating packages that include the region and that can only mean that they increase the chances of making more revenue.
Serena Hotels and RwandAir share a great partnership and since most of the E. African Countries have Hotels and Lodges except Burundi which is also in discussion, we can only expect that the regional synergies should be used to complement this initiative. This event created an opportunity to meet one on one with Serena Sales Managers from different countries in the region, led by Ms Rosemary Mugambi the Regional Sales and Marketing Director. The setting of the workshop included work stations for Serena Rwanda, Serena Uganda, Serena Kenya, Serena Tanzania and Serena Polana and RwandAir - to conduct product presentations and the Sales Managers
Tour/Travel Operators at the cocktail were available to answer or clarify any enquiries from all participating Travel Agents and Tour Operators. The workshop was attended by about 40 operators who were later hosted to a cocktail. Theogene Twizeyimana the Director of Heza Eco Adventure was the lucky winner of the 2 nights accommodation to any Serena Hotel and tickets provided by RwandAir
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NDA
aza iyo nda visi nda GB), etsi rwa e ya gwa visi hwa zwa sha kiha
uka higo bwe ntu no mvu siko rera zira mwe
ezo nwa nde gire rira. nga uko
NEWS
Noza Serivisi
REPUBULIKA Y’U RWANDA
BE A CHANGE MAKER! TELL US HOW YOU THINK SERVICE CAN BE IMPROVED IN THE PRIVATE SECTOR Background
Last year, the Government put up strategies to be considered in developing an excellent client service culture and providing exemplary customer service in the public sector. To address this critical issue, the Cabinet appointed on June 12th 2013, a task-force called “Efficiency for Citizens” chaired by RDB with a mandate to identify redundant requirements that should be revised or abolished to give better service to citizens. The task force comprised of representatives from Rwanda Development Board (RDB), Rwanda Governance Board (RGB), Ministry of Trade and Industry (MINICOM), Rwanda Natural Resources Authority (RNRA) Ministry of Local Government (MINALOC) and members from the Private Sector Federation (PSF). Some of the objectives of this campaign were to conduct an assessment to identify barriers and obstacles to the delivery of quality customer service as well as inform users of public services of the changes made or barriers removed in the delivery of services. In order to review government processes and procedures, data was collected through promotion and advertising techniques by engaging some these government institutions. The campaign covered 69 government institutions after which the recommendations of the taskforce were submitted for consideration by cabinet on 14th May 2014. The taskforce was also required to communicate the resolutions of the cabinet to concerned institutions in order to map out with them their mode of implementation and timeline.
Achievements
Rwanda has made some achievements in improving customer service in the recent past. All data collection was completed in the public sector and its reforms are now under implementation by concerned institutions having been endorsed by the Cabinet. It was recommended that the general reforms be incorporated in performance contracts (Imihigo) for each responsible institution as well as evaluate the initiative on an annual basis. Government institutions were requested to create an informational sharing portal by adding a segment called “Frequently Asked Questions” section to each government website on the services they offered. However, in order to improve quality in services, it is important to strike the right balance between the techniques and methods for improving processes and systems. In this regard, people who receive services are meant to play a significant role. This is why the government has incorporated the theme “Noza Serivisi” in the private sector as a problem-solving community platform with similar objectives. This is because excessive processes which exist in some entities are known to hinder national development.
About Noza Serivisi in the private sector
This is platform providing quick data exchange mechanisms for citizens to effectively contribute their ideas on removing barriers to service delivery in the private sector. It involves the use of mobile phones where you send short messages by dialing *788# as well as Email, Facebook and Twitter. Redundant processes, most of which are perpetuated by poor service delivery, stifle citizen productivity thereby retarding the general development of the country. Getting rid of these barriers and unnecessary processes will help service providers to give better service. That is why your thoughts as a person who receives a service are helpful as they can be fully utilized by service providers to improve on their work. Your ideas are important so that this revamped campaign achieves its targets. Tell us how you think service can be improved in the private sector.
*788#
#NozaSerivisi
@nozaserivisi
ho.
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www.nayombi.rw
noza.serivisi@rdb.rw
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
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NEWS
BRALIRWA Ltd commissions new soft drinks line. Boosts production more than 50%
The manual era is softly taking leave in almost every sector of the economy as industry captains make efforts to mechanize and automate production processes. As leaders in the beverage market, BRALIRWA stamped their commitment to fostering industry development when they undertook an investment of 25million Euro for constructing a new state of the art soft drinks line at the Kigali based plant, replacing the over 40 year old one that the brewery has used since acquiring license to produce soft drinks from Coca-Cola in 1974. The plant which was commissioned on June 25th by Rwanda’s Prime Minister Rt. Hon. Pierre Damien Habumuremyi had been in operation since the beginning of 2014. The bottling line presents a very significant advance in automated beverage manufacturing in Rwanda considering that it is fully built with supporting utilities including water purification system, carbon dioxide that is used to preserve the soft drinks, power generation, and waste water treatment. According to Jonathan Hall BRALIRWA’s Managing Director, the investment made by Heineken NV and its partner Coca Cola is a sign of the confidence exhibited for Rwanda’s consumer market and the country’s economic climate now and in the years ahead. In light of the confidence, BRALIRWA’s new automated soft drinks line will at the onset serve to boost the plant’s capacity. Management confirms that with the facility, the company will now produce in the region of 826,000 hectoliters (hl) from 509,000hl capacity the replaced line had. This implies an approximately 52 percent increase in the plant’s production capacity. “It is our pleasure that we unveil this investment which will allow us to improve our capacity to meet the growing demand and satisfy our consumers with high quality products.” Mr. Hall affirmed during the commissioning of the bottling line. Evidently, the new line is a great change from the former considering that at almost every stage of the production process people were
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formerly needed to support the machinery. This not only reduced the productivity of the system but also could jeopardize quality; which was only countered by continued quality assessments and assurance procedures that the factory had to be undertaking regularly. But with the new line in place, human intervention in the process of production will only be limited to feeding the computerized system that runs the bottling line with commands while the rest of the course will be run by the facility automatically. From mixing the ingredients of the drinks, packing and sealing them, packaging them into crates, up to organizing the products ready for storage or transportation. The process greatly redeems the company from the room for error that human intervention in production creates. While commissioning the new line, Minister Habumuremyi recalled the unequalled role such investments play in Rwanda’s development reiterating that technology is the enabling trolley that will take Rwanda’s manufacturing industry to the higher level necessary for the sector to impact the country’s development as is expected. “We are very delighted by BRALIRWA’s continued investment in upgrading their operations in Rwanda which reflects very positively on Rwanda’s economic environment and this bottling line we are launching today is a sign of the forward looking nature of this company,” Habumuremyi noted. Investments that make positive impact From using a manual system in the production process, employees working on BRALIRWA’s new soft drinks line are now operating a state of the art bottling line which utilizes the latest technology available on the global beverage industry. The upgrade thus not only benefited the manufacturer by increasing the production capacity but also fostered an upgrade in employee skills capacity thus improving the value of the individuals involved in the production process. Production staff at the plant benefited from
training in operating the modern equipment and technology from their European counterparts who had used similar machinery before. This directly approves their competitive on the international job market, which equally reiterates BRALIRWA’s commitment to improving the quality of the communities it gets involved with, starting with the company’s employees. Besides the investment in the soft drinks line at the Kigali based plant, BRALIRWA has in the recent past ambitiously invested in upgrading its beer plant in Rwanda’s Rubavu district, erected new and bigger fermentation tanks at the plant to boost production, efforts that are estimated to have seen the plant inject over US$40 million in a period of two years. Besides the investments in plant machinery, the company in partnership with MINIMEX a leading Rwandan maize milling factory invested in a large scale maize plantation, BRAMIN, situated in Ndego sector of Kayonza District in Rwanda’s Eastern Province. The plantation which uses the latest technology of mechanized agriculture was created in efforts to lower the costs of production for both companies through allowing increased local sourcing of maize which is a major raw material for their production. Correlatively, all the investments made by BRALIRWA in the past have been aimed at increasing the brewery’s production capacity. This is aimed at satisfying the growing consumer needs in the local market but at the same time give it the confidence to ambitiously take its products to regional markets.
“It is our pleasure that we unveil this investment which will allow us to improve our capacity to meet the growing demand and satisfy our consumers with high quality products.”
Part of the
Company
EXPO 2014 BEST
NEWS
EXHIBITORS
1. HANDCRAFTS - STAR LEATHER COMPANY
AWARDS
2. HOSPITALITY - SKOL BREWERY Ltd 3. RETAIL AND DISTRIBUTION A: Rwandan Exhibitors - SIMBA SUPER MARKET B: Foreign Exhibitors - MOVIT PRODUCT Ltd 4. AGRI - BUSINESS - SG ENTREPRISE URWIBUTSO 5. MANUFACTURING AND EQUIPMENT - PETROCOM 6. BEST FOREIGN COUNTRY EXHIBITOR 3rd Best Country: PAKISTAN 2nd Best Country: KENYA Best Country: EGYPT 7. ICT - MTN RWANDACELL 8. BEST CUSTOMER CARE - AIRTEL RWANDA 9. BEST INNOVATIVE EXHIBITOR - Tele 10 Group 10. FINANCIAL SERVICES 10.1. INSURANCE / SOCIAL SERVICES - UAP INSURANCE 10.2. BANKS - BANK OF KIGALI 11. BEST OVERALL EXHIBITOR 3rd Overall: MADE IN KIGALI 2nd Overall: TIGO Best Overall: BRALIRWA Ltd 11
CUSTOMER SERVICE
Byanditswe na Jean-Pierre Lauzier
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ugira ngo ibyo ucuruza byiyongere kandi n’umubare w’abakiriya wiyongere hari ibintu bitandukanye ugomba gukora. Ushobora kwamamaza ubucuruzi bwawe mu binyamakuru bitandukanye cyangwa ugakoresha telefoni mu gukurura abandi bakiriya, ukitabira ibikorwa bituma umenyana n’abantu, ugashyira ikigo cyawe cy’ubucuruzi kuri interineti, ukagaragara ku mbuga nkoranyambaga n’ibindi. Ariko igifite agaciro kurusha ibindi ni ukuba umukiriya ashobora kurangira undi ibyo ucuruza.
Iyo uhuye n’umukiriya warangiwe ibyo ucuruza n’umwe mu bakiriya bawe usanganywe uba ufite amahirwe menshi y’uko adataha ataguze. Kubera iki bigenda gutyo ? Ni ukubera ko umukiriya usanganywe azi neza kukurusha wa muntu ushobora kukuviramo umukiriya, bityo rero ashobora kumwumvisha ibintu vuba kukurusha ndetse no kuba amufitiye icyizere na byo ni akarusho. Ikindi kandi ni uko iyo umuntu akoherereje umukiriya ntibivuga ko aba agamije kugufasha mbere na mbere ahubwo ni ukugira ngo afashe umukiriya mushya kugira ngo na we agerweho n’ibyiza waguze ku mucuruzi usanzwe ugurira.
ye ko amaze igihe akorana na we ubucuruzi akaguhamiriza ko nta gihe atanyuzwe n’ibyo yamugurishije ? Birumvikana ko igisubizo watanga ari yego.
Umukiriya usanganywe ni ambasaderi wawe bityo rero usabwe kumuha agaciro umuha serivisi nziza cyane. Na we iyo abonye umwanya aratira abandi ubucuruzi bwawe akabikorana ibakwe ndetse n’icyizere cyinshi. Nawe kandi ni ko bigenda, ese nturushaho kugira icyizere iyo hari incuti ikurangiye aho ugurira ibyo wifuza ?iyo akubwi12
Uwanditse iyi nkuru ni impuguke ikoresha inama, ihugura, ikanatanga ubujyanama bushingiye ku bunararibonye muri JPL Commucations.
Kugira ngo abakiriya bakwamamaze si ngombwa kugira icyo ubasaba ahubwo wowe urabaha. Noneho kuva ubwo ugomba kumenya uburyo butandukanye ufashamo abakiriya bawe ubagezaho ibintu bitandukanye bakeneye kandi ukamusigira akantu azakwibukiraho. Bityo rero aba ari ambasaderi wawe mu bihe byose. Bon référencement! Ugomba kugira abakuvuga neza ! TSM
www.jeanpierrelauzier.com
CUSTOMER SERVICE
Byanditswe na Jean-Pierre Lauzier
U
mubare w’ibyo ucuruza wiyongera hakurikijwe uburyo ukorana n’abakiriya bawe kuko bafata umwanya bagasobanukirwa neza inyungu bakura mu kukugurira. Bityo rero kugendera ku giciro washyizeho biragabanuka ku ruhande rw’umuguzi mu gufata icyemezo cyo guhahira iwawe. Imikoranire myiza ufitanye n’umukiriya iguteza imbere, ugashingira ku bushake ku buryo wowe n’umukiriya wawe mubyungukiramo mugahahirana. Ikiba kigamijwe ni ugufasha buri ruhande kugera ku ntego zarwo no ku byifuzo byarwo, kugaragaza isura nziza n’ibindi. Impande zombi zigomba kubyungukiramo. Ese urifuza guteza imbere uwo mubano uri hagati yawe n’abakiriya ? ndumva igisubizo ari yego kuko inyungu zirimo zumvikana rwose. Ikigoye cyane ni ukubishyira mu bikorwa. Dore zimwe mu ngingo zagufasha gushyiraho umubano hagati y’umucuruzi n’umukiriya.
1. Guteza imbere imikoranire myiza. Ugomba gukora ku buryo umukiriya wawe atakubura igihe agukeneye nk’uko bigenda ku ncuti zawe. Kugira umutima wa kimuntu n’indangagaciro ni ryo shingiro rigenga umubano ushingiye ku kugurisha no guhaha. Ikibabaje usanga abenshi bibanda
ku bucuti kugira ngo bahorane abakiriya babo. Nyamara ni ngombwa ko umucuruzi afasha umuguzi kugura icyo yifuza n’uko acyifuza. 2. Ugomba guharanira ko umukiriya agera ku cyo agamije. Ugomba gushyira imbere iterambere ry’umukiriya wawe. Ntugomba rero guharanira inyungu zawe gusa, ugomba gutekereza mbere na mbere ku byo abandi bakeneye. Birumvikana ko ushobora kwigira nyoni nyinshi ukerekana ko ushishikajwe n’inyungu z’umukiriya ariko bitakurimo, iryo kinamico ntaho ryakugeza.Ugomba kugira umutima uzirikana abandi kuko bizakugeza kuri byinshi. 3. Kumenya ibyo umukiriya akeneye n’ibibazo afite. Bityo rero, ugomba kumutega amatwi cyane ukamuvugisha make. Ugomba kongera ubuhanga bwo gutega amatwi no kwishyira mu mwanya we kugira ngo umenye aho ahagaze, uko ariho n’ibibazo afite n’ibindi. Iyo ibyo byose utabizi ku buryo
bwimbitse, ese wamufasha ute, washyikirana ute na we? 4. Kongera ubuhanga. Umukiriya aba ashaka kuvugana n’impuguke iba yumva ibye neza. Ese ugeze ku ruhe rwego rw’impuguke ? niba utabizi urasabwa kongera ubuhanga n’ubu-
menyi kugira ngo n’abantu barusheho kumva ko hari icyo wabamarira. Ubuhanga ni ubumenyi tekiniki uba ufite ku byo ukora cyangwa ucuruza, ndetse no mu gushaka amasoko yabyo. Ikindi ni ukumenya imiterere y’umukiriya kugira ngo umushakira « ibisubizo by’ibibazo afite ku buryo buhanitse bw’inyongeragaciro. » 5. Kunoza ibyo ukora na serivisi utanga ni bibe umuco mu bacuruzi. Iyo usesenguye ibyo mwaguraga hashize imyaka 20, murabona ko bimwe na bimwe byateye imbere (imodoka, televiziyo n’ibindi.) hari n’ibitabagaho (interineti, urubuga nkoranyambaga rwa facebook n’ibindi.) hari ibindi bitakibaho (K7, imashini bandikisha intoki n’ibindi.) Ibicuruzwa, uburyo ucuruza n’ibindi bigira igihe bimara bigacika. Ugomba gukora ku buryo ibihe bitagusiga. Ugomba kuva mu mudamararo ukiga gufata ingamba zikakaye. Ni yo waba udafitanye ubucuti bukomeye n’umukiriya wawe ntabwo akugurira atashishoje. Ugomba kumuha ibintu byujuje ubuziranenge, bifite agaciro kiyongereyeho, ukamugurusha ibintu uhora unoza bityo umubano hagati yawe n’umukiriya ukarushaho kuba nta makemwa. Iyo ubigenje utyo umukiriya azagaruka bwa kabiri cyangwa bwa gatatu kuko akubonamo ko muzakorana neza. Uwo mubano ni wo twita nta makemwa! TSM Ibi byanditswe n’umuhanga ukoresha inama zikomeye akaba umwarimu uhugura n’impuguke itanga inama muri JPL communications. www.jeanpierrelauzier.com 13
CUSTOMER SERVICE
complaint. Remember there is only one boss for your business and it is the customer. The philosophy for every organization must be defined and rotate around the customers’ needs and not management. Always put the customer’s interests first.
CUSTOMER SERVICE PHILOSOPHY By Bonnie Kim
“Our philosophy of customer service is “Whatever it takes”. That means we’ll do whatever it takes to satisfy a customer within all human reason.” Bernie Marcus & Arthur Blank, Founders of Home Depot, authors of ‘Built From Scratch’.
E
very business must have a philosophy that defines what it is willing to do to retain and win new customers. A philosophy that defines who your current customer is and what their needs are. What are you doing to exceed their expectations? How much are you willing to spend on the spot to solve a customer complaint and turn it into a compliment? In your strategic plan define your future customers. You must define the amount of “What it takes” in your organization for your employees to retain that complaining customer. I was reading the book by Rachel Bridge, How to Make a Million be14
fore Lunch about Stena Line company which runs ferries between Scotland and Ireland carrying 17.3 million passengers a year. They decided to take a radical approach to dealing with complaining customers. The company gave all its five hundred employees power to give away up to £1,000 on the spot to compensate customers who were not happy with the service they rendered. Alan Gordon the company spokesman says, “We now work on a system of “fix it, plus one” if a meal is cold for example, we will replace the meal and also give dessert. We respond to all correspondence from customers within two days, and if it something particularly bad then we will phone them. As a result the whole culture of the company has changed. In 1999 we had four complaints for every one compliment that we received. Now we get one compliment for every complaint”. For every complaining customer know there are others who experienced the same problem but did not get enough courage to put in their
It is more affordable to retain your current customer than to win new customers. As an organization you should come up with ways to build loyalty among your clients for repetitive business. You cannot afford to lose a customer today because one can walk away with more than ten thousand. The customer might post it on Twitter, Youtube, Facebook or Instagram; the potential damage of anything online might do more harm to a business than any nuclear bomb. Have leaders who can connect face to face with customers. When building a culture, business leaders must be on the frontline to implement the philosophy. Businesses that have leaders who are accessible to customers tend to do more than three times better than the ones which dont. Customers feel more loyal to businesses which they have face to face conversation with the leaders. Have leaders who are accessible and are devoted to serve customers. Above all treat your employees the way you want them to treat your customers.
Bonnie Kim Corporate Trainer & International Motivational Speaker Bonniekiminspires@gmail.com Twitter: @BonnieKimAuthor Phone: +254720631212
Vantage Point
Experience the region from our point of view
Charter - Pilot Training - Hire & Fly Excursions Helicopter Sales & Maintenance
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CUSTOMER SERVICE
Les enjeux d’un bon accueil et d’une bonne relation client Par Godefroid Gatamba
Vos principaux actifs La clientèle et les hommes sont les principaux actifs dans une entreprise. Dans certaines activités, ce sont les commerciaux qui priment puisqu’ils tiennent la clientèle. Pour d’autres activités, l’entreprise n’est pas dépendante de ses commerciaux mais de ses clients.
La volatilité de la clientèle Du fait de l’accroissement de la concurrence, la clientèle devient de plus en plus volatile. Les effets d’une mauvaise relation client sont dévastateurs. Un client mécontent parle de sa mésaventure à 7 à 10personnes. Un client satisfait ne parle qu’à 2 ou 3 personnes. La prescription par vos clients La prescription par des clients existants est le meilleur moyen pour acquérir de nouveaux clients mais elle se heurte toujours à une crainte bien compréhensible. Si vous n’accueillez pas correctement vos clients, si vos relations avec eux ne sont pas les meilleurs possibles, vous ne serez jamais recommandé par vos clients.
Le coût d’acquisition de nouveaux clients Le coût d’acquisition est bien supérieur au coût de maintien des clients existants. Suivant les activités, la proportion varie de 1 à 5 ou 10 ! De bonnes relations avec la clientèle et une qualité de service irréprochable permettent de fidéliser les clients et de pérenniser à long terme l’entreprise. L’oubli du prix Comprenez bien que l’accueil, la relation client, la qualité de produits et/ou services font oublier le prix, l’un des éléments déterminants de l’acte d’achat. Par un bon accueil et une bonne relation, rassurez le client dans son acte d’achat et le prix devient secondaire. TSM gatamba2@hotmail.fr
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SALES AND MARKETING
By Thomas Oppong
T
oday’s diners and drinkers are getting ever so savvy. No longer is it enough to draw them in with the promise of good food or great drinks at competitive prices. As a restaurant owner, you must now sell your service as an entire experience. Restaurants and bars have always been considered social gathering spots as much as they are viewed as eateries, yet many restaurant and bar owners still view themselves just as restaurateurs. Nearly 75% of the customers who go to restaurants say that the chance to socialize with family and friends rather than worry about cooking and cleaning up after a meal is the main reason they go out to eat. If you own a restaurant, here are a few points to help you sell an experience to your clients. 1. Develop Your Brand When people hear the name of your restaurant or bar, what comes to their minds? If the answer is nothing, then you have failed at selling your brand to your community. The big-name national restaurant chains rely primarily on brand-name recognition to attract new customers. Yet that is often all that they have to offer.
You, on the other hand, have the advantage in that your brand brings with it uniqueness. Sell the idea that yours is the only establishment in the world where customers can enjoy a certain dish or drink or where they’ll be treated to a particular service aspect. Pretty soon, you’ll notice that your restaurant or bar becomes known as “the place to go for…..” That kind of name recognition is priceless. 2. Embrace Online Marketing To ignore the impact that the Internet can have on your restaurant or bar is to ignore an entire demographic of virtual customers. Nearly 43% or consumers say that they’ve ordered food online in the past. Even if you’re not in the position to offer delivery service, allowing customers a glimpse at your menu online will at the very least familiarize them with what you have to offer. You might also see an increase in the number of takeout orders from those customers wanting to dine but not wanting to wait for service. Yet your internet marketing efforts should notbe limited to just your website. Social media platforms offer you a level of online interaction with your customers that could potentially be more powerful than any conversa-
tions had inside of your establishment. If you haven’t already, you definitely need to look into establishing the following social media resources: A Facebook page, A Twitter handle, A LinkedIn profile, A Yelp page. Setting these tools up isn’t enough; they need to be used constantly to offer promotions or advertise specials. If you don’t have the time to dedicate to a social media campaign, consider hiring a dedicated employee for this task. Make sure you know what customers really want. If you’re not looking to sell yourself and your dining experience as much as you sell the quality of your food, you risk losing touch with your customer base. By simply refocusing your efforts towards a more comprehensive marketing strategy, you’ll start to see not just new customers coming through your doors, but current customers more willing to stay thanks to the kinship they feel from your promotional efforts. TSM The author is the founder of @Alltopstartups www.alltopstartups.com
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SALES & MARKETING
Byanditswe na Thomas Oppong
G
ushakira izina ibyo ucuruza cyangwa serivisi utanga byaba kuri interineti cyangwa bitaba kuri interineti. Ubucuruzi bukorerwa kuri interineti bugomba kurusha ubudakoresha interineti kandi ubudakorerwa kuri interineti ntibugomba kwirengagiza umubare munini w’abakiriya bakururwa na interineti. Apple ishobora gutinyuka kugurisha telefoni atari uko bafite ba enjeniyeri bahambaye mu gukora telefoni; dore ko buri mukeba wabo mu bucuruzi ashobora na we gukora telefoni. Usanga abantu bakunda kugura ibicuruzwa bya Apple kubera izina ry’ubucuruzi gusa. Ese abakiriya bawe bose bashobora kuvuga rumwe ku izina ry’ubucuruzi? Ese bashobora ugura ibicuruzwa byawe bashingiye ku cyerekezo mwimirije imbere? Hari uburyo bwo guhimba izina ry’ubucuruzi abakuriye iyamamazabucuruzi bose bagomba kumenya: 1. Ugomba gushora mu ishyirwaho n’igaragazwa ry’izina ry’ubucuruzi bwawe
18
Kubaka izina ry’ubucuruzi rimwe rukumbi, rifite imbaraga bifata igihe no guhozaho. Ntibitangira ngo bihite birangirira aho. Ugomba gukoresha cyane imiyoboro, ibiganiro, inama, imbuga nkoranyambaga mu kwamamaza ibikorwa byawe nka (LinkedIn, Twitter na Facebook).
Abaguzi bifuza ibirenze kuko baba bafite amahitamo menshi. Umukeba wawe mu bucuruzi aba arekereje ategereje kuririra ku ntege nke zawe. Kandi n’abakiriya barabizi. Ugomba gukurikirana uko izina ryawe rirushaho kumenyekana kugira ngo witegura kujyana na ryo
Ukuri koroshye muri ibyo ni uko iyo ushyize mu bikorwa ingamba zo kubaka izina ry’ubucuruzi ugomba gushyiraho ikimenyetso kizahora kigaragaza izina rya sosiyete yawe y’ubucuruzi. Amazina y’ubucuruzi yamamaye nka Coca Cola, Nike, Adidas, google n’andi agaragara kuri interineti hose ahari abo bakeka ko bababera abakiriya. Guhanga udushya, gukorera ku gihe, no gukora neza bigomba kuba mu by’ingenzi wakwitaho
Abakiriya bawe bazavuga izina ryawe ry’ubucuruzi bitaye cyangwa batitaye ku bibazo ufite kandi bashobora no kubabazwa cyangwa bakarakazwa n’ibyo babonye. Kubaha igisubizo kimwe gusa cyangwa kudasubiza ikibazo kimwe ku bijyanye n’ibyo ucuruza cyangwa serivisi utanga bishobora kwangiza izina ryawe burundu.
Guhanga udushya ni ingamba nziza ariko usanga amasosiyete menshi y’ubucuruzi atabikora. Ndetse n’amasosiyete yahiriwe usanga atihatira guhanga udushya ndetse ntanagaragaze igihe azatangiza ku mugaragaro ibyo yahanze. Ibyo wabibaza Blackberry na Nokia.
Ikibazo cyangwa iyo habayeho kwijujuta ntihagire igisubirizwa kuri za mbuga nkoranyambaga biba bishobora kwangiza izina ry’ubucuruzi mukoresha mu kigo cyanyu kandi bigakomeretsa abagombaga kuzababera abakiriya. TSM Uwabyanditse yashinze @Alltopstartups www.alltopstartups.com
SALES & MARKETING
I
bintu bitanu abahanga mu gushaka amasoko bakora ku buryo budasanzwe kugira ngo bagere ku ntego zabo. Byanditswe na Thomas Oppong
Abakiriya baba bafite ibintu bitan-
dukanye bashobora guhitamo kugura. Akazi kawe nk’umuhanga mu gushaka amasoko ni ukwandika ubutumwa butandukanye n’ubw’abandi basanzwe batanga. Ibi ni ibintu bitanu bishobora kugufasha : 1. Abamamazabicuruzwa batangira bafite intego zumvikana Ese wifuza kugera kuki mu iyamamaza ukora? Ese iyamamazabucuruzi ryawe rigamije iki? Bamwe mu bamamazabucuruzi bagerageza guhindura abashyitsi mo abaguzi. Iyo umaze kumenya icyo ushaka, ushobora guteganya gahunda uzagenderaho mu kugera ku ntego zawe. 2. Bibanda ku miyobora yo gucuruza ishobora gutanga umusaruro Ugomba kwirinda kuvangavanga uburyo bwose bw’iyamamazabicuruzwa. Hari inzira nyinshi, ibikoresho n’uburyo ushobora gukoresha mu gutanga ubutumwa bwamamaza ibicuruzwa. Usanga ari ibisanzwe ko umuntu yirukira gushyira ubutumwa kuri interineti, akandika kuri twita, ukandika ubutumwa bunyaruka, kuganirira kuri interineti n’ubundi buryo bwo kwamamaza bunyujijwe mu miyob-
oro myinshi ishoboka. Ugomba gufata umuyoboro umwe cyangwa ibiri aho umukiriya ushaka gukurura aherereye ndetse ugakora n’ubutumwa bukwiye wahageza. Hafi 50% by’abatangira ubucuruzi bananirwa batararangiza umwaka, ugomba kumenya neza ko ibyo ukora ari byo guhera ugitangira. 3. Abahanga mu kwamamaza ibicuruzwa bategura ubutumwa bwumvikana kandi burasa ku ntego Ugomba gutanga ubutumwa burasa ku ntego kandi busobanutse. Abantu benshi uzasanga bibagora kubona agashya mu byo bacuruza niba ubutumwa bwawe budasobanutse. Icy’ingenzi si agakino k’iyamamaza ahubwo ni icyo umukiriya azakura mu byo umuhamagarira kugura cyangwa se ikibazo igicuruzwa cyawe gikemura. 4. Batanga ubutumwa bufatika kandi bufite agaciro Niba ushaka amagambo ukoresha mu gukurura abakiriya, ugomba gufata umwanya ugahimba amagambo atomoye akoreshwa mu kwamamaza ibicuruzwa. Izo nteruro zamamaza ushobora kuzisanga ku bitabo biri kuri interineti, ku mpapuro cyangwa ku nyandiko ngufi abantu bandikirana bashyikirana kuri interineti hariho ubutumwa bwizeza abakiriya ko bazajya babagezaho amakuru ku bicuruzwa byawe buri cyumweru.
5. Abahanga mu kwamamaza batanga ubutumwa buvuga ukuri kandi bureshya abakiriya Gutanga ubutumwa bwinshi mu kwamamaza ntaho bihuriye no gukoresha amagambo y’ingenzi meza aguhuza n’abakiriya. Niba icyo utekereza buri gihe ari ukugurisha gusa, urumva igikorwa gusa ni ukoherereza abakiriya ubutumwa kuri imeyiri bwamamaza ibicuruzwa bwawe gusa. Uzi igikurikira? Ni uko iyo batangiye gutekereza ko utabitaho ko wirebera gusa igicuruzwa cyawe, icyo gihe bazagutera umugongo. Mbere yo gucuruza ugomba kubanza kumenyana n’abantu. Ariko se ibyo bikorwa bite? Ushobora gutangira ubasobanurira uko watangiye urugendo rwawe mu bucuruzi. Utangira uvuga ukuntu watangiriye ku tuntu duto duto mbese wicishije. Kuko iyo ubikoze wicishije bugufi ibyo ni byo abantu bahora bibuka. Ubutumwa utanga buba bugomba kugaragaza ko wumva neza abashobora kuba abakiriya bawe, ko wumva ibibazo byabo cyangwa ibyo bakeneye kandi ukerekana n’ukuntu wabafasha! Ubabwira iki rero! TSM The author is the founder of @Alltopstartups ibi byanditswe n’uwashinze @ Alltopstartups www.alltopstartups.com
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WHERE WE HAVE BEEN
U
n soir à l’aéroport, une brochure m’attire “You can now order online”. Le concept est simple, vous choisissez votre restaurant et ils vous livrent en 1h. J’avoue que ce genre de service m’éviterait de m’énerver contre la serveuse toujours très dynamique. Piquée de curioisité, je décide de tenter l’aventure. Sur la brochure, la procédure est expliquée le plus simplement du monde: 1 – aller sur le site www.hellofood. com 2 – sélectionner votre restaurant et commander 3 – nous vous livrons Ou commander sur le 0722 553 338. Je tente le telephone.
20h35
“Bonsoir, c’est Hello Food? - Oui, c’est Hello Food. - Je voudrais commander s’il vous plait? - Sorry, do you speak English? me demande la dame de manière conviviale et assez désolé. Encore une fois, la langue est un challenge. - Yes, I want to order one pizza from 20
by RHD
White Horse: 4 fromages. - Euh Fromage… (la langue ne joue décidément pas en ma faveur mais elle semble comprendre.) - Yes 4 fromages. - Sorry, do you have internet? Then you can order online. ( Je pense qu’il lui sera plus simple de comprendre ma commande sur internet qu’au telephone) Je vais donc sur le site et en moins de 2 minutes, je passe ma commande. Coût: 5.700frw la pizza + 1.000frw de frais de livraison.
specte les délais ce serait top. En plus, elle le demande gentiment) - Thank you. Where is your place? I will call you when you will reach.”
20h51
“Sorry, White Horse charged 500frw for packaging to take away. You maintain your order? - Yes, don’t worry. - Thanks a lot Diana.”
21h21
La pizza est livrée comme promis “Hi Diana, It is Hello Food, I re- … 46minutes après. Et … encore ceived your order. You will receive it chaude. Coût : 6.200 frw. La facture du after 1hour. - Ooh thank you. But is it possible White Horse me prouve que la pizza a mis 13 minutes pour arrivée to have it less than 1h? - It will depend of the restaurant. jusqu’à moi. Let me check with them and I get J’avoue, je ne m’y attendais pas. back to you. Résultat : 4/5, bonne expérience mais le français à améliorer. 20h44: A bientôt pour une autre expérience. “Hi Diana, they said that it will take TSM 35minutes but is it a problem if you deliver after 46min? diana@theservicemag.com - No, it is fine. (Attends si elle re-
20h41
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21
COVER STORY
Two
years on the Rwandan market and the third and newest telecommunications company, Airtel is seeking to establish its stronghold. The firm has been in the news with its vast range of products and services, surpassing the over 1 million subscriber base mark and winning the best service provider award at the just concluded International trade show (Expo). The ServiceMag met with Teddy Bhullar, Airtel Rwanda Managing Director, who gave a few insights on the Rwandan telecom industry and the company’s targets to have the whole populace subscribe to Airtel’s services. 22
TSM: As the latest market entrant in the telecom sector, how has business been so far? Does the market still have potential? Bhullar: Since our entry into the Rwandan market, business has been progressive. We have grown in subscriber base during the last two years to over 1 million and we currently have a customer market share of 15 per cent. We have added value for our customers with more innovative and transformative products and services. We appreciate that the Rwandan market is still growing and presents a lot of potential especially in the areas of data and mobile money usage.
TSM: What are some of the products and services that you have introduced as a market first? Bhullar: Airtel has been at the forefront of creating industry firsts such as the mobile-bank integration. We spearheaded this with I&M Bank Rwanda when we launched the Automated Teller Machines (ATM) cardless withdrawals in February 2014 which enable Airtel customers to withdraw at any I&M ATM machine at any time just like they would from an agent. We have also been the first telecom to introduce seamless roaming to our customers with our One Airtel service.
COVER STORY
TSM: How important is customer service for Airtel and what are you doing to improve these services? Bhullar: Customer service is central to all operations in Airtel. We value our customers and always look to enhance their experience on the network.
With this, our customers enjoy affordable roaming services and also local rates in visited countries, free incoming calls for up to 100 minutes, local recharges and of course the widest coverage in 17 African countries. Airtel Rwanda also introduced the 3.75G, offering the fastest internet speed and allowing customers to interact with data in a different way. This technology has enabled our customers to combine the enormous potential of the internet with the convenience of cellular phones and other devices while expanding their social and commercial horizons, alongside the rest of the world. We have also been the first in the industry to offer the lowest call rates in Rwanda to date with our unique dynamic pricing product Airtel Zone with real-time, low and transparent rates for on-net (Airtel to Airtel) voice calls for up to Rwf1 per minute. TSM: What is Airtel doing to ensure Rwandans receive top-notch services? Bhullar: As a customer centric telecom, we have rolled out service centers in Kigali to ensure that we get closer to our customers so they can access our tailored one-on-one services. We plan to roll out service centers in all major towns in Rwanda to serve our customers better. In addition, we introduced Airtel Premier as a new customer care service to offer our business clientele quick and tailored service.
Apart from rolling out service centers in Kigali, we have introduced a product; a self-help platform called MAMO that enables our customers to access all our products and services on their handsets. It is a market first too and offers a whole new customer service experience. TSM: How would you describe the ideal telecom industry you’re working towards? Bhullar: As a business, our ideal telecom industry would be one that highlights affordability in terms of products and services, low taxes and more data usage from our customers. We are working towards an industry where our customers can access all their communication solutions by just one click on their Airtel powered mobile phone. TSM: How are you working to facilitate government’s attainment of its Second Economic Development and Poverty Reduction Strategy (EDPRS 2)? Bhullar: Airtel always works to empower communities and the people in the countries we operate. In Rwanda, we are providing the latest technology like the 3.75G and are looking to upgrade to 4G. This technology has not only empowered the business community but has also provided a new way for people to interact with the internet. People are now able to make business transactions faster. Furthermore, we have offered Rwandans affordable and innovative products to ensure they communicate more, spend less and save more.
23
COVER STORY
For instance our maxpack product provides 20mins on net calls, 10 short messages and 5MB of data for only Rwf 100. It is products like these that will enable the youth to connect socially and find jobs that will empower them economically. We have also created over 150 direct and over 3000 indirect jobs in our sales and distribution department in Rwanda in our last two years of operation. TSM: What corporate social responsibility activities have you been engaged in and how have they helped to improve the livelihoods of Rwandans? Bhullar: As a brand, we are widely involved in CSR. Under our ‘adopt a school programme’ we have adopted one school called Nyirarukobwa where we have made major refurbishments like painting, provided desks and generally created a model school. In addition, we have engaged teachers from Nyirarukobwa School, Kibungo Primary School, Cyugaro School and Ntarama Primary School in a literacy training programme aimed at empowering them with basic computer skills which they can pass on to the students. This training will be extended to cover more schools and have more teachers trained. We shall be adopting another school this year in which we shall provide digitalised educational content and data. 24
Through our Airtel Rising Stars sponsorship, we are developing football talent at the grassroots. Airtel is committed to youth development and it is because of this that we dedicate ourselves to nurturing and developing talent from the grassroots through initiatives such as the Airtel Rising Stars. It is our pride and joy to see youth in
Rwanda live their dream and unlock their potential through this great game of football. Airtel Rising Stars is not only a football talent search but a tool that promotes an active lifestyle among teenagers to keep them away from malpractices. TSM
25
WHERE WE HAVE BEEN
By Jean-Pierre Afadhali
Coffee shops are good places for business meetings, having fun with friends, dating and much more, but when the service is poor, it is disappointing. I have recently been in Nairobi, one of the most visited cities in Africa. Since I had to meet my friends downtown, coffee shops were the ideal place. On my first day we went to a coffee shop called ‘Peach‘located on a busy street in the city center. It was so crowded that we could hardly find a table to sit at. My friend told me that Kenyans like drinking coffee especially in the evenings besides, it was very cold. The service was very slow; we waited for so long for a waitress to come to take our orders. I asked my friend why the coffee shop had too many clients yet the service was not good; she said it was probably because it is located on a busy street near bus stages and other businesses in the city center. I think the slowness is due to the huge number of clients to cater; the business owner should hire more staff to offer a fast service. At a second coffee shop we received excellent service. We were attended to as soon as we took our seats. We were given the menu and placed our order and the service was very fast. What I liked the most is the fact that the manager checked on us and asked us if we had placed our orders. TSM afadhalipierre@gmail.com 26
HAVE YOUR SAY
By Denise K. Museminali Not too long ago, there was an article published in the New York Times discussing “Manhattanization” and its implications for (arguably) the best city in the world, New York City. What is Manhattanization?
I
n the past it referred to the process of demolishing small store fronts to make way for the skyscrapers Manhattan is known for. However, of late the term Manhattanization has taken on a new meaning. It now refers to the process of gradually transforming an urban city into a playground for the rich. As I read the article, I couldn’t help but think of Kigali. Enterprise wise, Kigali has been booming. Frustration over not finding an iced coffee has become history. Gone are the days where a craving for Mexican food felt like a life sentence with no end in sight; heck there are even multiple yoga studios popping up all around the city, some even heated. All great especially for the many Diaspora that are now returning home and missing the accessibility of various recreational activities they enjoyed abroad. Moreover, as the expatriate community of the city swells, we Kigalians have stepped up to the plate when it comes to making them feel at home. But like most things in life, this all comes at a cost...and by this I don’t mean 1800 francs for an iced coffee. Much greater than that.
Over the past few years there have been record numbers of New York City residents moving out of the city because of its high cost of living. They have been gradually pushed away to make room for the Wall Street tycoons and the real estate moguls. The high cost of living has made it appear as though there is no longer any room for them in the city. What has been left behind is a great gap in the inequality of wealth within the city. In the near future, Kigali will have to work hard to fight the force of Manhattanization. As tempting as it is to become a high end glamorous destination, we must not forget to cater to the masses. Let us not get so caught up in the pursuit of individual wealth that we forget the bigger picture of what our society demands of us. It is important to keep asking ourselves, what can we do to keep our city affordable for our hard working citizens? Keeping in mind that if the average cost of living and average income become polarized, city dwellers will undoubtedly look to relocate to more manageable conditions. And what a great loss that would be, because after all what greater resource does a city have than its citizens? TSM dmuseminali@gmail.com
27
HAVE YOUR SAY
You can do better Rwandair! I am disappointed by Rwandair staff….It is not the first time, so I decided to write my experience. I visited the Rwandair sales office in UTC to inquire about flights. When I entered, the back office staff stared at me from head to toe, as if wondering “why is she here for?” As I was waiting in line, two sales persons came back to their desks, we were 3 customers in line, they just did not give attention or call a customer to come for service. I stood up and asked one if she was available...she shoved her hands and showed me her colleague whom I went to. That sales person did not even look at up at me, I explained what I wanted, she checked the flights and handed me the print out - without a word and definitely without a smile! Frankly speaking I had the impression that I am disturbing. I smiled to myself as I realized that all 4 sales persons were not smiling. I almost asked them if there had been a tragedy. 28
This is really disappointing when Rwandair is trying to raise their sales, improve flights, investing in planes.....and then front office people do not seem to care. Isabelle Sebatigita Mafurebo Dear EWSA, Why can’t we pay our water bills using agents, tigo cash or mobile money? It’s time to make our life easier ewsa_rwanda Rosine Dusabe
HAVE YOUR SAY
MTN, please stop the unsolicited messages What gives MTNRwanda the right to send me unsolicited adverts, messages announcing concerts & other events? Martin Semukanya I suggest that companies that offer online customer service such as MTN Rwanda and other telecom companies to have two or more numbers since it is very difficult to get through on one. Kelvin A. Katuramu
Dear ATC Rwanda! It is with frustration and anger that I write this letter to say goodbye to you, but for your own sake, please do something about your services/ integrity if you should continue to call yourself official representative and distributor of Mercedes Benz in Rwanda. I have been a faithful customer for the past 7 years but I AM DONE with you. I have been warned countless times of your deteriorating services by other unsatisfied customers but I didn’t want to give up on you, I believed in you, I trusted you; but now, it is time to check out. Our cars come to your garage with minor issues and we get them back with unresolved problems in fact often bigger issues, not to mention the outrageous invoices that follow.
To add insult to injury, you are not even brave enough to accept it when you have failed to solve a problem; instead you prefer to keep our cars in your garage for unnecessary long periods until one has to come and spend a whole day at your garage to get the car out.
I can no longer trust you, your services, your integrity and your ability to repair my car. Goodbye! No longer yours, Denise 29
HAVE YOUR SAY
RwandAir:
A popular airlines among East African students in South Africa by Daniel NZOHABONIMANA
The flag carrier of Rwanda is becoming an airline of choice among East African students attending university studies in South Africa. This is a result of its affordability as well as its great services.
N
adia Ahmed, 22 years old student from Dar es Salaam in Tanzania started using the national airline services a short while ago. “A friend of mine from Kenya highly recommended me to fly with Rwandair ”, said Nadia. She went on saying that its fleet’s size is the same as that of other renowned African airlines and in addition it is affordable. 30
Inside Rwandair flight that was traveling from Johannesburg to Kigali in late June, she confided to Service Magazine that she enjoys its services as it is competing with other airlines she has used before. “The meal and drinks are yummy and I see nothing to complain about it”, noted the psychology student at Midrand Graduate Institute (MGI) in Cape Town. A large number of East African students are studying in Cape Town. “We are all in one the East African Society”, said Nadia. She pointed out that more and more students from this region are adopting Rwandair services because it is cheaper and provide good services that rival any airlines on the continent. However Rwandair does not fly up to Cape Town a situation that is unfavorable for those who want to use its services. Nadia had to fly with Kulula from Cape Town to Johannesburg before she can catch Rwandair flight to Kigali then to Dar es Salaam.
For Nadia to be able to fly with Rwandair, she had to go through a travel agency that charge commissions. “I will be very happy when Rwandair start flying up to Cape Town as this will cut costs of booking other domestic flights as well as transit accommodation”, noted Nadia. She predicted that in case Rwandair start flying all the way to Cape Town, most East African students will be using it as a result of its competitive prices. Nadia wish Rwandair to have a physical office there so that it becomes easy and convenient to book a flight to any East African destination. Though she comes from a well to do family, Nadia has to work part time jobs so that she can afford a flight ticket to visit her family during winter holidays. “My parents are only paying a flight ticket for summer vacations that are longer”, noted Nadia. The reason why she chose to use Rwandair as it is cheaper. TSM
BUSINESS MANAGEMENT
By Dr. Christian NTIZIMIRA
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facing the problems associated with life-threatening illness, through the prevention and relief of suffering by means of early identification and impeccable assessment and treatment of pain and other problems, physical, psychosocial and spiritual.
tients with life-limiting illnesses have so many problems that health workers feel overwhelmed and powerless to help. It is a multidisciplinary team focus to care for the person beyond the disease.
Most physicians and health providers have been trained to manage curable diseases and provide care to all patients but the realities showed that some of the diseases could not be cured. When the doctors pronounce, “there is nothing we can do”, the patient is referred for “palliative care”.
Palliative care starts at the diagnosis of the lethal diseases, provision of care until death and even after the death of the patients because it includes families. It provides relief from pain and other distressing symptoms, affirms life and regards dying as a normal process. It neither hastens nor postpones death but it integrates the psychological and spiritual aspects of patient care into patient management.
We cannot cure the incurable but we can control many of the symptoms, which cause distress. We cannot take away the pain of loss but we can stand with those who are grieving and share their sadness. We do not have all the answers, but we can listen to all the questions. TSM
The World Health Organization in 2002 defined palliative care as “an approach that improves the quality of life of patients and their families
In palliative care, we never say “there Kibagabaga Hospital, Palliative Mediis nothing we can do”. It is care be- cine Fellow, OhioHealth, OH yond cure, a concept of humanity and a backbone of modern medicine. Pa-
hen I was student at University of Rwanda College of Medicine and Health Sciences, one of our lectures used to say: “a good physician is not judged by the scores but by the eyes of their patients”. He was right; I have seen peace, hope and dignity in the eyes of patients when they are treated as human beings not as a burden of the society.
Dr. Christian NTIZIMIRA, Palliative care Expert & Educator
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FOCUS STORY
RCAA: Upgrade of Kigali International Airport in line with planned Bugesera Airport By TSM Reporter
O
ver the past few months, the Rwanda Civil Aviation Authority has been carrying out a rigorous program of expanding Kigali International Airport. What was a small, old looking structure has now been turned into a plush, bigger facility with better services that have amazed all travellers. The ServiceMag met Dr.Richard Masozera, RCAA Director General,and below are excerpts from the interview. TSM: The upgrade of Kigali International Airport (KIA) is nearing its completion. How has the project progressed over the past few months? Masozera: The current expansion of KIA has cost $17.8 million and we are nearing the end of the 18 month project which we hope to complete by the end of August. The design was done by a British firm TPS that has done expansion work for Heathrow Airport 32
terminal 5 in London, Oliver Tambo in Johannesburg, and Bole International Airport in Addis Ababa. Masozera: The vision of the government is to have a service-oriented economy focusing on tourism, financial services and information technology among others. Plans are underway to make Rwanda an aviation hub. Because of our position in the region, Kigali is a strategic link for eastern and central Africa to the west. Also, aviation is growing significantly in Africa and Rwanda will not miss out on participating in building the ‘Africa we want’. RwandAir has a big vision. Initially it had about five routes but it now flies to almost 15 destinations from Kigali. God willing we shall fly to Abidjan and Cote d’Ivoire soon. So the expansion of the airport facilitates RwandAir headquarters or the hub to keep up with the expanding airline numbers and route network.
TSM: What will the airport’s capacity be after the project is completed? Masozera: After expansion, this airport should comfortably handle 1.5 million passengers annually. We shall have attained an acceptable level of requirements by the International Air Transport Association (IATA). IATA describes the kind of airports countries should have in order to receive passengers and enable them have a good experience. There are a minimum number of check-in desks, luggage desks you should have and time spent checking
FOCUS STORY
in an individual passenger. Also, the first bag should hit the luggage belt in five to ten minutes on arrival. We expect to have six gates after expansion and considering the rising trends, next year we may have to expand by another four gates to deal with the increasing numbers and destinations. TSM: How many passengers are you looking at handling annually in the next few years and how are you planning to achieve this? Masozera: 1.5 million passengers annually in the next four to five years. Beyond five years we are planning on Bugesera Airport. Although we are expanding KIA we still need Bugesera because KIA’s location has limitations. The terrain is hilly and there are many activities going on around it. We may also need to add a second runway to it in a few years, as we shall have more aircraft coming in and taking off. There are limitations to how many aircrafts we can hold in the air when we have a lot of activity taking place on the ground. Bugesera airport will be in an area which is geographically flat and we could go beyond the KIA runway which is about 3.5 to 4.2 kilometres.
We will also invest in more navigational aids which would make it safer for aircraft to land, takeoff and refuel when we hold aircraft in the air longer. TSM: What is delaying the start of the construction of Bugesera Airport? Masozera: A huge infrastructure project like Bugesera airport needs alot of consultation with the Ministry of Finance as it is one of the biggest projects the government has taken on since 1994. RCAA is mainly working on the technical side. We have already got the technical design and engaged good consultants to look at it to find if it fits the country’s vision.The government is looking at different financing models for the project. Once this is settled, the project will take between five to six years to complete. TSM: There are other airstrips in the country. What are you doing to improve them in order to promote more domestic flights and tourism?
RwandAir Q400 which has a new generation propeller with more requirements than the older planes we had. The contract will be signed this month and resurfacing of its 1.5 kilometres together with the addition of another 700 meters to make it 2.2 kilometres will start immediately. It’s a $10 million project we aim to complete in the next eight months. The expansion will make it suitable for medium sized jets.The terminals were worked upon a year ago as the numbers coming from Bukavu into Cyangugu keep on growing. This we hope will increase the number of domestic flights. There are also a number of tourist companies that are linking regionally so that tourists can tour the whole region in one circuit. We are working with Rwanda Development Board and the other East African governments on that. TSM
Masozera:Currently, there is a study going on for Kamembe and Gisenyi airstrips to increase the length of the runway.What is in the immediate plan is to resurface Kamembe airport in order for it to accommodate the new 33
BUSINESS MANAGEMENT
Ubuhanga ugomba kugira ngo ube rwiyemezamirimo wahiriwe. Byanditswe na Chaffa Tiburce
Ese kugira ngo ube rwiyemezamirimo bigusaba iki? Bisaba iki ngo utangire kandi ubucuruzi bwawe bugende neza?
M
u bihugu bikiri mu nzira y’amajyambere kuba rwiyemezamirimo si igisubizo gusa ku bushomeri buri mu rubyiruko ahubwo ni na cyo cyerekezo urubyiruko muri iki gihe rwibonamo cyane. Nta cyiza nko kwitangirira ubucuruzi bwawe. Hari ibyiza byinshi bikugezaho nko kwibera umukoresha wowe ubwawe, ukajya ku kazi ku ngengabihe wishyiriyeho kandi ugakura amafaranga mu bintu wumva ukunze gukora. Nyamara kuba rwiyemezamirimo wahiriwe bisaba byinshi birenze kumva bigushimishije, ari ikintu uhoza ku mutima no kuba wumva wagera ku mafaranga menshi. Bisaba gukora igenamigambi, kumenya gufata ibyemezo bishingiye ku ngamba ufite, kumenya guhanga udushya no gukora cyane. Ba rwiyemezamirimo bahiriwe ni abantu baba barangwa n’ibi bikurikira: • Kumenya guhanga udushya: Ese ushobora kugira ibitekerezo bishya? Uko ugenda ushobora guhanga udushya ni ko n’ibyo ugurisha bizagenda bikurura abantu benshi. Ese wumva ushi34
mishijwe no kubona uburyo bushya bwo gukemura ibibazo? Ba rwiyemezamirimo bagomba kugira ibitekerezo bihanga udushya. Niba ufite ibitekerezo byo kubona vuba ahari amahirwe mu bucuruzi, kuba rwiyemezamirimo byaguhira. • Kwigenga: Akenshi abantu badukunda kandi batwifuriza ibyiza baba bafite n’ibisubizo ku bibazo dufite. Ba rwiyemezamirimo bafata ibyemezo byinshi bibareba. Ushobora kwigirira icyizere no kwiyemeza gukora icyo wahisemo? Utinya ko hari uwasuzugura ibitekerezo byawe? Ni ba wifitemo icyizere igihe uri mu bibazo cyangwa hari urwanya ibitekerezo byawe uba uri mu nzira nziza ikuganisha ku kuba rwiyemezamirimo. • Kumenya kumvikanisha ibitekerezo byawe: Ushobora kuba ufite ibitekerezo bya mbere ku isi, ariko iyo utazi kubitambutsa neza ushobora kuba rwiyemezamirimo uhura n’ibibazo gusa. Ubushobozi bwo kumvisha ibyo ucuruza abakiriya, abakozi n’abasaba amadeni cyangwa abandi bafatanyabikorwa ni bwo bugaragaza ubushobozi ufite bwo kwihutisha ibikorwa byawe by’ubucuruzi. Niba ukunda kuvugira mu ruhame ushobora kwigarurira abantu bashya bitakugoye kandi ukumvikanisha ku buryo bworoshye ingingo ufite, ni bwo ibitekerezo byawe biguhira. • Kumenya gukora imishyikirano: Ugomba kumenya gushyikirana muri byose. Nka rwiyemezamirimo, ntuba ufite amafaranga menshi kandi uyakeneye kuko ugomba kuyakoresha ku bintu byinshi bitandukanye nko kwamamaza ibikorwa byawe, gukodesha ibiro ukoreramo, kugira urubuga rwa interineti n’ibindi. Ukeneye rero kumenya gushyikirana n’ibigo bitanga igurizagurisha no gusaba ko batagusaba inyungu zihanitse. Kumenya gukora imishyikirano bizatuma hari ama-
faranga usagura no gutuma ubucuruzi bwawe bugenda neza. • Risks takers kudatinya ibibazo: Kuba uyoboye ikigo cyawe cy’ubucuruzi bivuga ko ari wowe ufata ibyemezo bya nyuma. Kuba rwiyemezamirimo ni ukumenya gufata inzira utazi neza ibigutegerejemo. Ese ibintu utiteguye iyo bibaye ubyifatamo ute? Ese wirinda guhura n’ibizagutungura mu buzima? Niba ari uko ibintu byifashe ntuberewe no kuba rwiyemezamirimo. Ese wumva ushimishijwe no kwishora mu ngorane witegura neza? Reka dukomeze ikiganiro. • Gushyigikirwa n’abandi: your entourage can either make you or break you. It’s important to have a strong support system in place. You’ll be forced to make many important decisions, especially in the first months of opening your business. If you do not have a support network of people to help you, consider finding a business mentor. A business mentor is someone who is experienced, successful and willing to provide advice and guidance. Incuti zawe zishobora kukubaka cyangwa zikagusenya. Ni ngombwa kugira abantu bagushyigikiye. Ugomba gufata ibyemezo bikomeye cyane cyane mu mezi ya mbere ukimara gufungura ubucuruzi bwawe. Niba nta tsinda ry’abantu bagufasha ugomba kugira umutoza mu bucuruzi. Uwo mutoza mu bucuruzi agomba kuba abufitemo uburambe, yarahiriwe kandi afite ubushake bwo gutanga inama n’impanuro ku bagitangira. Niba ufite ubwo buhanga n’ubushobozi twavuze haruguru ntekereza ko iyi ari intangiriro nziza mu mwuga wo kwikorera uba utangiye. TSM www.tiburcechaffa.wordpress.com
BUSINESS MANAGEMENT
Kuki abo mukorana badakunze gutanga umusaruro uba ubatezeho ? Byanditswe na GANDONOU Marcellin
N
iba uhora wijujutira abo mukorana ndetse ntiwishimire n’umusaruro batanga, si wowe wenyine. Akenshi ukunze gutungurana ugafata imirimo wari wabashinze ukayikorera. Ibyo usanga bitera ikibazo cyo kutizerana kuko iyo utagifite nta cyo mushobora kugeraho. Ibyo turabisobanura birambuye mu bika bikurikira. Turebere hamwe impamvu zituma abakozi mukorana badakora neza. 1. Abantu ntibaba bazi ibyo bagomba gukora (ntibazi icyo ubategerejeho) Akenshi abantu iyo binjijwe mu kazi baba bafite mu mutwe ibyo bagomba gukora. Umucuruzi aba azi ko agomba kugurisha, umuyobozi mukuru aba azi ko agomba kwita ku micungire no guteza imbere ikigo, ariko byose bihagararira aho ngaho. Iyo ubajije umukozi ngo akubwire icyo ashinzwe mu kigo, ntashobora kubikubwira bwangu icyo bamutegerejeho. Ibi bishobora kuba bibatunguye ariko gerageza ubisabe umwe mu bakozi bawe niba azi ikimutegerejweho. Iyo ubonye ko atazi neza ikimutegerejweho, biroroshye bimubwire. 2. Abantu bakunze kuba batazi uko babishyira mu bikorwa (ntimwabigishije kubikora nk’uko bigomba mu gihe gikwiye) Nari kumwe n’umuyobozi muri banki wamamazaga uko ikigo cye gikora ibijyanye n’indege n’amahoteli, serivisi utasanga mu mabanki. Ikibabaje ni uko muri iki gihe ibigo bifite ibibazo by’imikorere kandi bihangayikishijwe n’ukwiyongera kw’abo bahanganye
ku isoko. Binjiza abakozi hanyuma bagategereza ko batanga umusaruro. Ariko usanga nta mwanya bafite kandi badashaka kugira icyo bashora mu kubahugurira imirimo mishya babahaye. Ntibyumvikana na gato. Ibigo bihitamo kugera ku bintu by’indashyikirwa bihitamo gushora mu guhugura abakozi. 3. Abakozi ntibumva neza impamvu bagomba gukora ibyo basabwa ( ntibumva impamvu ikigo kiriho n’icyo cyashyiriweho ndetse n’akamaro k’umurimo bakora) Dore uko ikibazo giteye : kuva kuri 70% kugera kuri 80% ndetse no kuzamura ntibazi impamvu baba bari mu kazi. Uzakore iperereza rito usaba abo mukorana impamvu bari aho, bazagusubiza bagira bati : « kugira ngo abakiriya bacu beza bagubwe neza, turahari kugira ngo twakire abakiriya igihe icyo ari cyo cyose n’ibindi, ibyo ni byo bisubizo bidafatika batanga. Birashoboka cyane ko muhabwa ibisubizo biteye bitya : ngomba gukemura ibibazo by’ubukungu mfite, ngomba kurihira abana banjye amashuri….. Ikigaragara ni uko abantu baba batazi impamvu bari mu kazi runaka. Uruhare rero ugomba kugira nk’umuyobozi ni uguhora wibutsa abakozi ibihe byose impamvu wabashyize mu myanya y’akazi barimo. 4. Abantu bahura n’inzitizi zikomeye (ntimwigeze mubamenyesha ibizabarushya kandi ntimubaha ibishobora kubafasha kurenga izo nzitizi.) Mu bigo by’imirimo abashinzwe imicungire barashoberwa bitewe
n’uko babona abakozi bayobora badatanga umusaruro ariko bagahora basobanura impamvu batagera ku musaruro kandi bagasaba ko bakongererwa uburyo bubafasha kurangiza inshingano zabo no kugirirwa icyizere. Uruhare rwawe nk’umuyobozi kandi nk’ushinzwe imicungire ni ugukora ku buryo abantu uyobora babonera igisubizo cy’inzitizi bahuye na zo mu mirimo bashinzwe. Ni byiza kumenya ko impamvu eshatu za mbere zibonerwa ibisubizo mu mahugurwa, mu kuba hafi abakozi, mu gukurikirana imikorere yabo, mu kubasobanurira inshingano z’umwanya w’umurimo barimo ndetse no kubongerera ubushobozi. Ariko kugira ngo bashobore gukemura za nzitizi twagaragaje ku mpamvu ya kane, ibyo biragusaba kugira icyo ukora nk’umuyobozi. Ubushobozi ufite mu kubafasha no gushyiraho uburyo butuma umuntu atekereza akagira ibyo ahanga, ibyo bizatuma ibintu birushaho kugenda neza. Bimwe mu biranga umuyobozi ni ukugira ubushobozi bwo gukemura ibibazo biri mu kigo uyobora. Ubu muzi impamvu enye zishobora gutuma abo mukorana badatanga umusaruro. Mubikoreho cyane kugira ngo mugire ibyo muhindura kugira ngo muzagere ku musaruro ushimishije. TSM Ibi byanditswe n’umu Diregiteri wa H&C TOGO. Umutoza n’ushinzwe guhugura marcelling@gmail.com Havuzwe ko kuva kuri 70 kugera kuri 80% by’abakozi ndetse kuzamura ntibazi impamvu baba bari mu myanya yabo y’akazi.
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BUSINESS MANAGEMENT
Ese ikarita ikuranga yanditseho iki? Byanditswe na Charles Okwalinga Ngiye gusoma ibyanditse ku makarita aranga ibyo mukora: ese mu byukuri handitseho iki: niba ushaka gutanga ikarita ikuranga mu kazi kawe dore uko iba imeze
1.
Igomba kuba ari nziza kandi iriho izina ry’ubucuruzi bwawe. Ibihendutse kandi byoroshye ni ukubishyira ku ruhande rumwe
2.
Ese wandika iki ku ikarita yawe: niba nyuma y’amasaha 24 ntibuka neza ibyo twavuganye mu gihe cy’iminota 5 iyo duhuye kandi ntashobora kubisoma ku ikarita yawe ikuranga mu bucuruzi bwawe, ubwo aba ari amahirwe utakaje.
3.
Ese ni iki cyatuma ikarita yawe ikuranga mu bucuruzi nyibika hejuru y’izindi? Ntugatunge iyo karita mu rwego rwo kuyitunga gusa ahubwo ugomba kugira ikarita igufitiye akamaro. TSM 36
BUSINESS MANAGEMENT
A Building Block By Mame Bambi N’diaye
T
heories on human motivation and human development argue that an effective performance management system should be a key building block of every organization’s human capital management system. To tie performance to rewards (the key to motivating performance), organizations need to have accurate measures of individual performance. To develop this, individuals need feedback on their strengths and weaknesses as it relates to their role within the organization. Organizations, on the other hand, need performance in-
formation to direct their training and development resources to those individuals who can gain most by them.
F
inally, organizations need performance information to correct performance problems and assess the effectiveness of their improvement efforts. Creating an effective system is not simply a matter of picking a number of best practices and putting them in place. There are critical interface and system design issues that need to be considered. The individual performance management practices need to be driven by the business strategy and
fit with each other and with the overall human resource management system of the organization. When the right practices are in place, the potential exists to create a performance management system that can accomplish multiple objectives. Creating an effective system requires the tailoring of practices to the specific situation of a given organization. TSM The author is an HRM Expect and Manager of Quantico quanticorh@yahoo.com 37
BUSINESS MANAGEMENT
by Lorenza Julius Begumisa NFT Consult conducts monthly interview skills and CV review classes to teach job seekers how to present themselves on paper as well as preparation, presentation and post interview etiquette.
the right kinds of jobs, how well have you prepared for them?
This article discusses getting interview feedback. The moment most people await “drum rolls” a call or e-mail with bated breath but deep down they realize the opportunity has passed by. Or perhaps you think you are interviewing well but you are not getting any results. Here is when you need to figure out what you are doing wrong and fix it ASAP. Question is where do you start?
Also, remember that you are being judged on different facets of your suitability and performance, such as Job Fit. Here is where the interviewer seeks to find the correlation between the candidate and the Job. The interviewer seeks to find out if the candidate has the right knowledge, skills, abilities and attitude fit for the job.
Third-party head hunters and recruitment agencies often provide invaluable feedback when they interview you or send you on interviews. But how do you determine how to improve your interview performance if you’re going to it alone?
While these two points may seem obvious, they explain a large portion of poor performance in interviews.
• Your interviewing manners and interview attire. • The quality of your answers and how well they match the job requirements. • The way you deliver your interview answers, as well as your confidence and poise under pressure. • Your overall package.
Back to the Basics To figure out where you are going wrong, ask yourself:
How to Get Feedback Other than going directly to the hiring company, there are three ways to get feedback on how well you interview:
• Are you interviewing for the right jobs? Just because you’ve been chosen for an interview doesn’t mean you are a viable candidate. • If you are indeed interviewing for
• Self-Evaluation: Think about the interview questions and your responses. Look at the list above, and be brutally honest with yourself. Take your self-evaluation a step further by vid-
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eotaping yourself responding to a series of key questions. Review your performance. What do you see? • Peer Evaluation: Practice in front of a trusted friend or significant other who will be honest with you and evaluate you. Role-play the interview by giving your helper a specific job posting and a list of questions. Instruct them to ask the questions randomly and to even make up some of their own. In this day and era of smart phones, record your performance and watch how you did. Once you are done, really listen to your helper’s comments. Don’t be defensive. Take notes. You may hear different sorts of feedback. For example, perhaps you weren’t specific enough or didn’t sound very interested. Work on these points. • Professional Evaluation: Some career coaches and other career services firms offer interview training and mock interview practice. While it isn’t free, if the provider has real-world recruitment or hiring experience, your financial investment can really pay off. TSM lorenza.begumisa@nftconsult.com
BUSINESS MANAGEMENT
mari. Hélas, ce dernier ne fait pas attention. Quelle sera la réaction de la femme ?
Par Marcellin S. GANDONOU
Très souvent, il arrive des moments où nous sommes vraiment dépassés ou on a envie de tout laisser tomber. Mais ces moments d’incertitudes et doutes nous sont nécessaires.
I
l semble que nous vivons des crises majeurs chaque trimestre (émotionnelles, financières, matérielles, psychologiques, sentimentales…). Dans ces moments nous avons envie de jeter l’éponge peu importe ce qui se passera. Comment faire donc pour sortir de ce cercle vicieux?
auront l’impression de se battre pour rien. Nous devons donc identifier la cause pour laquelle nous nous battons et la transformer en mission. 2. Connaitre sa réalité Ne vous plaignez pas de votre présent, travaillez plutôt à changer votre futur et le rendre meilleur qu’aujourd’hui. Il est important de définir sa réalité. Vous ne pouvez pas vous plaindre des conflits dans votre équipe parce que seuls les ordinateurs une fois connectés et mis en réseau ne se querel-
“Je ne peux pas cacher que, parfois, je suis un peu fatiguée de toutes ces insultes. Mais je regarde de l’avant, et je réfléchis aux meilleures réponses que la politique doit apporter à tous ces événements et aux difficultés que cela soulèvent» Cécile Kyenge d’origine congolaise de Kinshasa première femme noire d’un gouvernement Italien.” 1. Identifier la cause pour laquelle vous vous battez Le premier travail à faire c’est de se poser la question : pourquoi je me bats ? Pourquoi suis-je entrain de faire tout ceci ? C’est la réponse à cette question qui changera la donne. Un parent qui a l’impression que l’investissement qu’il fait pour son enfant ne donne rien, il peut décider d’arrêter et laisser son enfant se débrouiller. Un chef d’entreprise qui malgré les formations, les dialogues avec ses collaborateurs voit son entreprise couler, peut décider de fermer boutique. Jusqu’à ce que le parent comprenne que l’enfant est un investissement et que le chef d’entreprise comprenne que des clients et des consommateurs dépendent de lui, ils
lent pas. Malgré le décalage entre vous et vos collaborateurs, vous êtes obligé de faire passer leur bien être avant le vôtre. « Prenez soin de vos collaborateurs et ils prendront soin de vos clients » voila le principe. Sachez comment est votre réalité et travailler à ne pas vous plaindre de cela. Un non voyant ne peut se plaindre de son état, il fait avec et développe même d’autres aptitudes pour combler son acuité visuelle. 3. Vous n’avez pas besoin de raisons pour aider les gens Nous sommes souvent frustrés face à l’ingratitude des gens. Une femme s’acharne à la cuisine toute la journée pour offrir un dîner romantique à son
En réalité et je sais que ce n’est pas facile mais notre attitude envers les autres doit être désintéressé. Arrêtez d’aider si vous avez besoin d’une raison pour le faire parce que dès que vous n’avez pas un retour sur investissement, vous vous demanderez « Pourquoi est ce que je fais tout ceci ». La personne pour laquelle je me bats n’est même pas reconnaissante. Voici un principe qu’un chef d’entreprise a partagé avec moi que je trouve fort intéressant « Nous ne récoltons pas forcément là où nous avons semé.» 4. Ayez une histoire à raconter C’est l’histoire d’un homme abandonné par sa femme, sans boulot et un garçon sur les bras. A un moment donné il décide de laisser tomber, mais il s’est posé la question : que dira mon enfant de moi après ? Il s’est remis en mouvement. Vous remarquerez que les périodes qui précédent nos moments de doute et de déception, sont des moments de confiance et de joie où on a envie de se battre plus que jamais, de prouver au monde qu’on vit. Décider d’être quelqu’un et de laisser une empreinte. Sachez que tout ce qui vaut la peine d’être fait est toujours difficile. TSM Marcellin S. GANDONOU Manager H&C TOGO 0022892860146 marcelling@gmail.com
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YOUTH TALK
Celine Mudahakana:
A Positive mindset ‌ By Gloria Iribagiza
A
t 19 years, Celine Mudahakana is a Board Member of CHABHA (Children Affected by HIV/AIDS) a community-based organisation that helps young children that are affected and infected by HIV/AIDS. Celine is studying Sociology at a university in Massachusetts. She is also a finalist at the 2014 Impact Weavers Award, project initiator and her weaving project proposal was accepted by the Clinton Global Initiative. The Service Mag (TSM) caught up with her while she was in Rwanda training members of CHABHA on how to weave and loom different products for income generation. TSM: How do you influence change within your community? CELINE: I started an income generating project for CHABHA that makes beautiful products by weaving and looming. The funds we raised to start the project provide support for the members’ education and health insurance. The charity has worked with about 2,000 children and youth since 2006.
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YOUTH TALK
CHABHA partners with and funds community-based organizations that provide services to young people affected by HIV/AIDS in Gasabo District (Amahoro Association), Kicukiro District (Agape Association), and Bugesera District (Ajesov Association).
TSM: What motivates you? CELINE: God and my country, Rwanda. I love people and I want to help them. Seeing the conditions these young Rwandans were living under with stigma and poverty, I was motivated to do something to change their lives in a positive way.
I see my role as a project initiator who helps other youths to initiate projects. I always tell the youth in the weaving project that they can do anything, if they listen, act and are brave to go out and do something. If we believe in ourselves and get out there with a positive mindset, we can realize our dreams.
TSM: What are your thoughts on service delivery in Rwanda? CELINE: I would say collaboration, market research and keeping records of periodic evaluations are vital. Service delivery improves when we; work with different partners and people,
TSM: What is your message to the Rwandan youth? CELINE: I am a very positive person and I would say, ‘a cheerleader of positive attitudes’. I would encourage Rwandan youth to see the positive in every situation and not be afraid of failure but instead look at failure as one way of not doing something. Try doing what you are passionate about until you achieve your dream.
UpClose
“My IPad—I use it all the time because it is very resourceful”
1. When are you happiest? “When I am productive and enjoying myself while doing something fun.
7. Your Dream Car? “Any small, colorful and feminine car.”
2. What inspires you the most? “My Mother - she worked for many years for NGOs and her work with advocating for those who could not advocate for themselves has inspired me to do the same.”
8. If you had one wish, which influential person would you like to meet in person? “No particular person—however it would be anyone who is interested and involved in what I do, and who is willing to listen and exchange experiences with me.
What do you consider the biggest challenge in your field? CELINE: When I first begun volunteering with CHABHA, I wanted to help every child and give them money. I learnt that it is impossible to help every child. I struggled with figuring out what I could do to help them sustainably. TSM: How did you overcome that? CELINE: I learned how to weave in high school and I decided with the help of my weaving teacher Melissa Johnson to set up the weaving project because I realized that I could teach a skill to 12 weavers who would in turn benefit from their work. We set up a workshop in 2013 where I, my teacher, and some friends from my school came to Rwanda and trained the weavers. We raised funds and bought four looms (weaving equipment) and the material we needed to make more quality scarves, with new designs to sell both in the US and in Rwanda. The money they receive enables the members of the project to go back to school or to support their families.
3. What makes you sad? “Genocide, wars and injustice in society. I don’t like seeing suffering, depressed children and that’s why I started this project.” 4. Your favorite hangout spot in Rwanda? “Nyamirambo because it’s got vibe— there’s always something going on there.” 5. Favorite drink/ snack/ dish? “I love milkshakes (strawberry and mango), fries and Tiramisu (dessert)”
appreciate cultural differences, know our market, respond promptly to clients, get skilled volunteers and build the confidence of those we work with.
9. Are you dating, single or married? “Dating.” 10. What’s the most daring thing you’ve done? “I nominated myself to be head of my secondary school in the US, yet I wasn’t considered popular but after intense campaigns, I did win. I attribute this to a lot of positive thinking.” TSM glo.irie@gmail.com
6. What gadget can’t you possibly do without?
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YOUTH TALK
7
things African Youth need to know. By Chaffa Tiburce
A
frica is rising! Africa is the next giant! The next big thing is in Africa! Africa is our hope! I know you have heard it all. We get it. Africa is trending on social media, at international business and political gatherings. Though we have seen many countries these past decades grow economically, youth unemployment is still a huge challenge for most African countries. Many people blame the government for lack of policies and youth friendly investment, others say the international community needs to do more. As a youth activist and a social entrepreneur, here are a few insights I would like to share with fellow Africans. 1. Your politicians don’t like you Politicians only invite you and talk to you when the elections are approaching. They make all kinds of promises they don’t keep. You take their money, 42
which lasts only a few days or weeks. Then you are back to square one, still unemployed and hustling. 2. Experience is a valuable asset that no university degree can give you. Many youth claim they can only get experience because they do not have that job they want. Truth be told, you would not be able to perform well at ‘that job’ without experience. Do all you can to get some; volunteer, intern, get a mentor, whichever way you can start somewhere and get experience. 3. Purpose is everything Many graduates have no clue what they were born to do. They just follow the wind. A job that aligns with your purpose in life with an average pay is better than a job offering a high salary that will leave you unhappy and unfulfilled in the evening of your life. Discover your purpose. 4. Dream big and start acting now even at a small scale Too many African students and professionals have these huge dreams in their mind and sweet talk you at networking events (not even on paper). Take the few steps you need to bring your dream to reality. Go beyond the dream and the talk.
5. “Success is intentional and I am the letter “I” in the word “Intention” My spiritual mentor Rev Andre Cook made sure I memorized this statement and it follows me everywhere now. Success is not the fruit of your desires but the product of your continuous efforts towards making change happen in a specific area. 6. Entrepreneurship is the way out Not all entrepreneurs succeed and become extremely wealthy but I don’t know many wealthy people who work for others. 7. Don’t opt for business school if you want to start a business You will spend $120,000 to get a degree and still won’t have the job of your dreams. Use that money wisely as a seed fund for your business. Get into an incubator. Work on your business idea. Shape it. Mold it. Get practical knowledge, connections, mentors and support of peers and launch your business within two years without any crazy risk. TSM The Author is Founder@MaxYourself, CEO KYMA Ventures, Business Speaker & Coach www.tiburcechaffa.wordpress.com
WOMEN ENTREPRENEUR
Les dreadlocks, une beauté made in Josette Par Diana Ramarohetra
Q
ui n’a pas passé des heures devant son miroir à se demander quelle coiffure adopter. Pour répondre à cette question quasi existentielle, Josette. Femme entrepreneuse très occupée, c’est entre deux rendez-vous qu’elle nous reçoit chez elle, décontractée. Choisir une coiffure qui reflète ses origines Car si Josette est connue pour sa technique innovante sur les dreadlocks, c’est avant tout une femme bien décidée à réussir, fière de ses acquis et de son origine. « Lorsque j’ai commencé avec les dreadlocks en Belgique, tout le monde me disait que c’était pour les fumeurs de cannabis, que c’était sale. Pourtant les dread étaient une coiffure traditionnelle au Rwanda à l’époque, on appelait ça le Ibisage. C’était aussi la coiffure des princesses chez les Masaï. Les Peuls aussi avaient des dreads. Je me suis alors demandé pourquoi on nous imposait les cheveux lisses et pourquoi on ne pourrait pas affirmer nos racines, notre culture au lieu de rester simplement sur l’image des dreads. En plus, les produits défrisants abîment le cuir chevelu surtout chez les enfants. »
Afin de contrecarrer cette image et améliorer cette coiffure, Josette décide d’innover, « Avant pour faire les dreadlocks, on devait mettre beaucoup de produits. Aujourd’hui, avec ma technique du crochet, on peut les faire sans produits, on peut les défaire et les refaire. On peut mettre des extensions. » Une première à Kigali.
“Mon prochain défi serait de pouvoir créer une franchise et ouvrir des salons à Kampala, dans l’EAC” Aujourd’hui, les dreadlocks sont acceptés même dans les bureaux. « A mes débuts, à la BCR par exemple, on interdisait les dreadlocks jusqu’à ce qu’une des employées au guichet décide de les faire envers et contre-tout. Et finalement, c’est très bien passé. » Aujourd’hui, on ne regarde plus les dreads de la même manière. On est passé au-delà des préjugés. Une franchise Maza Saloon La preuve, en moins de dix ans, Maza Saloon a dépassé le stade d’un petit atelier de coiffure installé dans le salon de Josette, il est devenu une branche avec 4 salons dont un à Huye. Et Josette ne compte pas s’arrêter en si bon chemin, « Mon prochain défi serait de
pouvoir créer une franchise et ouvrir des salons à Kampala, dans l’EAC. Mais avant il faudrait que les gens comprennent ce qu’est une franchise. » Mais derrière ce succès, se cache aussi pas mal de combats et de sacrifices. « Je commençais mes journées au salon à 7h du matin pour finir à 22h. Arrivée à la maison, je travaillais jusqu’à 2h du matin pour essayer de trouver de nouvelles techniques, comme les extensions, les couleurs. Ouvrir mon premier salon était aussi un vrai parcours du combattant avec toutes les démarches administratives surtout que ce secteur manquait de considération. Après il a fallu former la main d’œuvre et les payer correctement pour qu’ils puissent vivre de ce métier et éviter qu’on les débauche. Mais surtout les professionnaliser. » Car c’est aussi ce qui manque cruellement en Afrique surtout dans les métiers de « l’artisanat ». Avant de conclure cet interview à bâtons rompus où on en ressort plus réconforté que jamais, Josette rappelle une devise que chacun, surtout les jeunes, devrait garder à l’esprit : Kwihangira umurimo ou créer son propre métier, ne pas attendre les autres. Kwiha agaciro ou sois fier de ce que tu fais. Voilà c’est dit. TSM diana@theservicemag.com
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YOUR WELLBEING MATTERS
CHEST PAIN By Dr Rachna Pande
Chest pain can be caused by a number of factors and is often frightening to the patient. It can present as muscular pains in the chest due to excess work, trauma or exposure to cold weather. Young adults, particularly men, can develop pain at the junction of the rib with the chest bone due to mental tension. In such cases, pain occurs even on touching the part. Fibromyalgia is a condition in which chest pain occurs due to mental stress and anxiety. In this condition, a person has associated symptoms of stress like disturbed sleep and palpitations. Infections of the pleural surface (covering of lungs) or lungs like Tuberculosis and pneumonia will also produce pain on the affected part of the chest. The pain will be augmented by breathing. There will be associated symptoms of cough, high fever and loss of appetite. Problems in the digestive system can also cause chest pain. Inflammation of the inner lining of the esophagus or food pipe causes pain which is perceived in the middle of the chest. It may be felt as heaviness in the chest 44
or a burning sensation. Inflammation of the stomach can cause burning pain in the abdomen and also in the chest.
of the pain and associated features like fever, nausea etc. Chest X-ray, electrocardiogram and echocardiography also help in making a diagnosis.
The pain in this situation occurs typically in the middle of the chest and is burning in nature. It augments after meals. This may or may not be associated with nausea or bilious vomiting. Flatulence or gaseous distension after meals produces a bloating sensation and pain in the chest. Chronic constipation if present also contributes to this problem. In elderly persons, sometimes cervical spondylosis can cause compression of the anterior nerve roots producing chest pain.
When diagnosed and treated timely, chest pain is definitely cured whatever the cause. Some precautions can be taken to prevent relapse. Prevention of exposure to cold weather by wearing warm clothes keeps away muscular pains.
The most sinister cause of chest pain is ischemic heart disease. Diminished blood supply to the heart due to narrowing of coronary arteries leads to chest pain. Typically, this pain occurs in the left side of the chest, arm, hands, fingers or jaws. Pain appears after any exertion and feels like pressure and one experiences a sense of suffocation. Diagnosis of the cause of chest pain can be made easily by determining the site, nature and other characteristics
Regular meals, abstinence from alcohol, avoiding excessive intake of tea or coffee, eating fresh fruits and green vegetables ensures good digestion and prevents related problems of abdominal symptoms and chest pain. Control of hypertension and diabetes minimizes the risk for angina or myocardial infarction. A healthy life style which includes proper diet and physical exercise keeps one healthy and also prevents pain in the chest of any kind. TSM The author is a Specialist internal medicine-Ruhengeri Hospital rachna212002@yahoo.co.uk
The truth about
Diabetes By Nsanzumuhire Leandre
Myth 1: Diabetes is “no big deal” - FALSE. For most people, diabetes requires daily management. Failure to manage blood glucose levels may lead diabetics to develop hyperglycemia orhypoglycemia or fall into a diabetic coma. Two out of every three diabetic people pass away from heart disease or a stroke. Myth 2: If you are overweight, you will develop diabetesFALSE. Being overweight or obese does put one at risk of developing type 2 diabetes, but it is only one of the many other factors. All of the environmental factors need to be addressed along with weight. Other considerations include: family history, age, lack of exercise, smoking and alcoholism. Myth 3: You can get diabetes by consuming too much sugarFALSE. One risk factor for type 2 diabetes is weight, which is directly affected by a high-calorie diet. Sugar-heavy drinks in particular have been connected to type 2 diabetes. As a precaution, the American Diabetes Association suggests limiting intake of sugary drinks such as soda, energy drinks, fruit drinks, and sports drinks. Eating sugar is not the only potential cause of diabetes, and it is essential to be aware of the other diabetes risk factors. Myth 4: If you have diabetes, you should never eat sweets -FALSE. Dessert does not need to be completely cut out of a diabetic’s diet. Instead, sweets should be moderated and comprise only a small portion of one’s diet. A diabetic health plan should focus on healthy eating and regular physical activity and not on what one can or cannot eat. Myth 5: Diabetes is a transmissible disease- FALSE. It is not possible for you to catch diabetes from someone else. Type 1 diabetes is caused primarily by genetics and type 2 diabetes is caused by genetics and lifestyle factors. Diabetes is in no way a contagious disease. TSM The author is a 5th year medical student at the University of Rwanda/CMHS and founder of the Truste Doctors Initiative lanhovis@yahoo.fr 45
THEY WOWED US
RIEN NE VAUT LA BONNE VIANDE DE CARWASH. La viande, la bonne viande comme dirait mon grand père. Il faut l’avouer, le plat le plus en vogue au Rwanda reste les brochettes. Même si elles peuvent prendre plus d’une heure avant d’arriver sur votre assiette, les brochettes de bœuf ou de chèvre ou le nyama choma de Car Wash sont succulents. La bonne music sur Radio10 Pour vous détendre, rien de mieux que de vous câbler sur Radio10 et d’écouter les bons tubes de Salsa, Zouk et autres tubes des années 80 à nos jours. Aucun blabla, seulement le meilleur de la musique. Ecouter les grands tubes des musiciens comme Angélique Kidjo et beaucoup d’autres du continent mais aussi les hits qui bougent, la pop rock anglaise, la dance et le clubbing, bref, la musique qui nous donne la pêche.
PUBLIC SERVICE EXCELLENCE I was looking for my social security number but could not remember where I had written it. I decided to go to the nearest RSSB branch so I logged onto their website to locate it. There was a very accurate Google map showing directions and the name, email and phone number of the Branch Manager. I called the number and he asked me to send him my name and ID number by sms. Within 5 minutes I had received a response from him. Big Up to him and RSSB! Herve Frederic 46
RRA, UN PERSONNEL À L’ÉCOUTE DES CONTRIBUABLES Habituellement, quand on est amené à aller rencontrer les gens de l’Agence Rwandaise des Taxes, ce n’est jamais de plein gré. Mais cette fois-ci, j’ai été bien accueillie et renseignée par l’ensemble des personnes rencontrées. De la réceptionniste aux responsables, j’ai pu rencontrer des gens qui étaient à mon écoute et qui ont même pu me faire des suggestions. Sur toutes les portes des bureaux à la RRA, il y a toujours le nom de la personne responsable avec un numéro de téléphone. Qui a dit que le service public ne pouvait pas offrir des services de qualité ?
Staphord of Rz Manna deserves a medal for the loveliest service!! I already knew the coffee shop did well in terms of customer care but this young gentleman is a star performer in the art of making customers feel good. A million dollar smile and pleased to serve his customers. What more can a gal ask for? Ange RK
AT YOUR SERVICE
H
aruna has been working as a waiter for 12 years. He is married to Gwiza Viviane and they have two children. Before taking the position at the Kigali Serena Hotel, he worked at the Manor and K-Club. Haruna admits it was not easy in the beginning; it was hard to understand what he was doing and it took him quite some time to get used to the job. He was patient and worked hard, however, and today he has achieved his goal – to work in a five star hotel. He is grateful for the team spirit and good communication with other service team members. ‘Together, we achieve more!’ he advises. He loves
welcoming guests and communicating with them including getting feedback on the service they have received. However, sometimes he finds it challenging to deal with the varying moods of customers and being able to meet their expectations. How does a typical day go for Haruna at the Kigali Serena Hotel? The morning starts with a briefing with all staff; then the opening duty which consists of checking the mise en place and setting all the tables. The rest of the day it is about welcoming guests and attending to their requests, handling their orders very carefully while ensuring a good communication with the kitch-
en. The closing duty comes at the end of the day when the last guest has left. The staff then arrange all equipment and leave. “My advice to young people is to love their jobs and acquire more skills to help them excel at their work. They should know the value of their work and the service they are offering and never stop searching for more opportunities.” When he is not at work, Haruna loves sports and listening to music and enjoys spending time with his family. TSM 47
ASK OUR LAWYER
éléments suivants peuvent vous permettre de choisir au mieux la bonne personne : l’efficacité, la compétence, le niveau d’expériences, les honoraires, la réputation du cabinet, la complexité des dossiers traités, la disponibilité, l’éloquence, la confiance. Ainsi, chacun des critères auront une importance différente selon le conflit. D’où l’intérêt d’avoir effectué une parfaite auto-évaluation de votre conflit.
Katia Manirakiza Responsable du Département Légal de Ecobank Rwanda askourlawyer@theservicemag.com Bonjour, je viens de m’installer récemment au Rwanda et je cherche un avocat pour m’aider à résoudre certains problèmes qui se sont présentés depuis mon installation au Rwanda. Quels sont les conseils que vous pourriez me donner pour trouver un bon avocat ?
L
es avocats ne peuvent pas faire de publicité, à proprement parlé, du coup il est donc difficile d’en trouver. Pour choisir un avocat, il n’y a pas de critères déterminés. Cependant, les
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Leur meilleure publicité reste alors leur réputation. Il vous suffit de demander autour de vous si quelqu’un a déjà eu affaire à un avocat, s’il a été, ou non, compétent et surtout dans quel domaine et sur quel contentieux. En effet, tous les avocats ne sont pas compétents dans tout. Il existe des avocats spécialisés dans un domaine précis comme le droit des affaires qui regroupera : le droit des sociétés, le droit commercial, le droit de la concurrence etc. D’autres avocats seront spécialisés dans le domaine du droit de la famille ou encore du droit fiscal. Si votre problème est complexe, il conviendra de prendre un avocat spécialisé dans le domaine concerné, mais ces avocats sont, en général, plus onéreux. Donc, pour un problème relativement
basique, il sera suffisant de prendre un avocat qualifié de “généraliste” qui traite tous les domaines du droit et sera un peu moins onéreux. L’Ordre des avocats et pourquoi pas le bâtonnier seront donc d’excellents conseils dans le choix d’un avocat spécialisé. Par ailleurs, rappelons qu’il est parfois nécessaire de vérifier si l’avocat que vous avez choisi est bel et bien inscrit à l’Ordre des avocats. Quand vous aurez choisi votre avocat, n’hésitez pas à le questionner sur ses honoraires. Plus votre dossier sera complexe, plus les honoraires de l’avocat peuvent être élevés. Le prix n’est ni un élément d’excellence, ni un élément de médiocrité. Il permet tout simplement à l’avocat de se positionner face à une certaine clientèle et face à certaines affaires : un avocat peut donc être cher mais inefficace, et vice-versa. TSM
FASHION PAGE
Brighten your look!
Looking good means feeling good and we are each on a journey to discoverour unique style or add something fresh to it.
By Efua Hagan
Colors and skin tone
A style that makes you feel good is one that complements your natural features. Skin color is one of our natural features and it always helps to match the color of your clothes to your skin tone. Light skin tones look better in dark cool colors like navy blue, maroon or dark green. Bright colours can also work when mixed in a pattern or combined with a dark colour. With dark skin, keep your look bright and fresh with light bold colors and avoid colors that are too bright or too dark. Consider warm colors such as yellow, orange, or pink to match your complexion.
There is Strength in Detail
Adding a touch of detail and being deliberate about it is the best way to polish off a look. Details in fashion may be small but they have a strong presence. It doesn’t necessarily follow that the last thing you put on will be the last thing to get noticed, so mind the details. “Details” can include jewelry, a scarf, a belt, a subtle pocket square, or the way you tie your tie knot.
Scarf by House of Tayo
Everyone loves those playful items that have the power to add an element of interest, or surprise to any outfit. Play-up your wardrobe with fashion bows, ties and scarves by House of Tayo designed by Matthew Rugamba. Bow Tie by House of Tayo
Custom made Bow ties and pocket squares by House of Tayo designed by Matthew Rugamba (Middle)
Tie by House of Tayo
The House of Tayo store is located in Gacuriro on KG 9 Avenue, approximately 250m away from Brioche. | Website: www.houseoftayo.com Facebook: www.facebook.com/houseoftayo | Phone: 0783523293
What’s your highlight item? Your highlight item is what draws the most attention. The other items that make up the outfit should blend in a balanced way in order not to fight for visual attention. 49
FASHION PAGE
FASHION GUIDE MEN Belt color – For professional occasions, ensure that the color of your belt matches the color of your formal shoes. Also, the finish of the belt and shoes need to match. In other words, if your shoes are shiny, your belt should be shiny as well. For less formal occasions accompany casual shoes or sneakerswith a thicker casual belt to match, rather than a thin dress belt. Ideal tie length – A simple detail often overlooked is that a fixed tie should ideally end at the center of your belt buckle.
XXL Shopper by Chicissime 60,000 RwF Clutch bag by Chicissime 45,000 RWF Small Shopper by Chicissime 50,000 RwF
Online shop: www.etsy.com/shop/Chicissime Email: lechicissime@gmail.com Location in kigali: Rwanda Nziza Shop
Ankra Rings By Chicissime 10,000 Rwf
LADIES Understanding Fabrics - Know which fabrics and textures are most flattering; Shiny, bulky, or stiff textures can make you appear bigger than you really are. Smooth, matte surfaces can make you look slimmer. White blouse - A plain white blouse never gets old, so invest in one or two and you’ll never run out of ways to incorporate it into your wardrobe. Your occupation- Use your profession as your guide when you shop. Once you’ve got an appropriate ensemble for your job, jazz it up with a few accessories to add your own personal flair. TSM ms.efuahagan@gmail.com 50
Outfit by Uzuri K&Y Designs - $72 Model: Karina Dobr Photograph by: POSE studio Outfit by Uzuri K&Y Designs - $80 Model: Elena Kozlouskaya Photograph by: POSE studio Outfit by Uzuri K&Y Designs -$65 Model: Karina Dobr Photograph by: POSE studio Outfit by Uzuri K&Y Designs - $75 Model: Karina Dobr Photograph by: POSE studio
Facebook: www.facebook.com/UzuriCollection Phone: (+250) 788 9449 60 / (+250) 788 9771 44
TRAVEL REVIEW
Classée « Patrimoine mondiale de l’Humanité », Zanzibar mais surtout la ville de Stone Town a gardé tout de son histoire et de son authenticité. Les maisons, vieilles ou neuves, sont toutes construites en respect et en conformité aux critères qui ont fait d’elle une ville préservée : voûte, terrasse mais surtout porte en bois sculpté ornée de rivets.
Et puis, il y a le Food Market le soir, de 18h à 23h voire 1h du matin. Un environnement convivial, dans les jardins de Stone Town en face du Old Fort et aux abords de l’océan, Eux, ils ont tout compris au marketing. Sur les étales, les brochettes de toutes sortes, des cocos bien frais, des citrons, une flopée de couleurs et de senteurs vous invitent à la dégustation. Autour une armada de jeunes hommes, tout de Quant à son histoire, elle est des blanc vêtus, vous expliquent la spéplus romanesques. Un petit tour en cialité de leur région. visite guidée à Stone Town, Prison Island ou bien faire le Spice Tour Ici, vous avez des brochettes de vous aidera à mieux faire connais- poisson, des variétés que vous ne sance avec cette ville. verrez pas ailleurs. Sinon, vous avez aussi les pizzas de ZanziLe marketing des vacances bar, salés ou sucrés. Et vous pouAujourd’hui, Zanzibar est une île vez agrémenter le tout avec une qui accueille chaque année des mil- boisson typiquement locale, faite lions de touristes. Et le mot d’ordre devant vous, à base de canne à suPar RHD est simple : vacances. Tout est fait cre et de citron. » Mais comment pour vous satisfaire et le personnel dire à non à autant d’exotisme ? Lorsque l’on vous dit « Zanzibar », de l’hôtel est aux petits soins. Dans De toute manière, ils ne vous laisle premier mot qui vous vient à l’esles restaurants, les épiceries, les hô- seront pas de répit tant que vous prit, c’est sable fin et mer turquoise. tels, les taxis, les gens vous accueil- n’aurez pas une assiette en main. Et Et c’est entre autre ce qu’offre cette lent avec un sourire, parfois forcés même si leur insistance vous exaspetite ville situé à l’Ouest de la Tanpère, pas la peine de s’énerver. C’est zanie, dans l’Océan Indien. leur travail : vous vendre du rêve, de l’exotisme. Charme architecturale et historique Et puis, ici, les gens y sont sereins, u’importe que l’on ait pris l’avipas stressés pour un sou, même on (30minutes de vol à partir les policiers dans leur uniforme de Dar es Salam) ou le ferry (3h immaculé. Et quand on se met à de navigation), la première chose courir dans les rues, les gens n’héqui frappe à Zanzibar, c’est son arsitent pas à vous inviter à ralentir chitecture. Il y a certes quelques mais sympathiques quand même. dans différentes langues : « Pole grands immeubles délabrés et aussi Par contre, le sourire disparaît si pole », « Piano piano », « slowly 2-3 immeubles en verre mais la vous marchandez trop. slowly my friend » et ils vous rapmajorité des maisons répondent pellent qu’ici, dans ce lieu paradisiau même style, rappelant une ville On a bien dit que vous êtes en aque, votre philosophie pendant d’Orient. L’empreinte islamique, ici, vacances, donc vous êtes là pour votre séjour devrait être … est bien présente. Et l’on comprend dépenser sans vous poser de questions. Arnaquer ? Mais non … Hakuna matata. TSM très vite pourquoi. Juste un peu.
Zanzibar,
une île de sérénité
Q
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PICTORIAL
The Pop-Up Kigali Summer Edition by House of Tayo
Source: Illume Creative Studio
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PICTORIAL
DĂŽner en Blanc Kigali 2014 Source: Illume Creative Studio
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OUR CU STOMER S RVICE & CELEBRA TING SE
Nationa lC opportu ustomer Servic eW ni and the ty to raise awar eek is a week l en on vit practice al role it plays ess of customer g in and the s growth successful busi ervice of our e During t conomy ness his spec . ial week , your or ganizati - Boost on can: morale, m - Rewar d frontli otivation and te ne amwork - Raise c . ompany reps. wide aw - Thank are oth - Remin er departmen ness of the imp ts d custom or ers of yo for their suppo tance of custom rt. ur comm er servic itment t e. For mor o custom e info on er satisf how you visit ww action. r w.cswe o ek.com rganization ca n be par t of this celebrat ion, @theservicemag Facebook.com/theservicemag theservicemag
www.theservicemag.com 54
Knowledge is Power
55
REPUBULIKA Y’U RWANDA
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#NozaSerivisi
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