Tsm29 by The ServiceMag

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ISSUE 29: March - May 2017

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LL Y NEED OU NEED T KNOW O KN OW O IMPR O VE Y OUR SER VICE ALL AYOU TO TOTIMPROVE YOUR SERVICES

March 2010 to March 2017

EE FR PY CO

Wowe Ubwawe Uri Ikirango

MTN Rwanda offering the best telecommunications services Bart Hofker MTN Rwanda CEO

HygiÃ¨ne des Mains SCAN TO VISIT OUR WEBSITE

SPECIAL FOCUS ON TELECOMMUNICATION SECTOR IN RWANDA The SERVICEMAG March - May 2017 1

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PUBLISHER'S NOTE

HOLD ON! PRESS ON!

TSM @7

CEO / PUBLISHER: Sandra Idossou sidossou@theservicemag.com

erseverance is defined as the ability to hold on, hang on, steady persistence in a course of action, a purpose, a state, etc., especially in spite of difficulties, obstacles or discouragement.

Having worked for several years as a trainer on Customer Service in Africa, I believed that improving service could offer a competitive edge to people, institutions, brands and countries. Seven years ago, we embarked on the journey to raise awareness on the importance of Customer Service through a business magazine published quarterly. Perseverance is probably the best word that can describe the journey over the years. What started as a simple hobby of sharing knowledge has become an interesting journey of immense learning. In spite of all the difficulties faced in sustaining a high quality publication that is distributed free to the public, we are proud to have endured the hardships. In the face of being torn between holding on and giving up, we have held on, fully aware that the impact our work has on the development of Rwanda and Africa is far reaching. Bob Marley said, “You never know how strong you are until being strong is your only choice.” We never knew we would hold on to this stage. Many of us give up on several dreams because of one major obstacle - FEAR. Fear is obviously part of the process but fear should never stop you from fulfilling your purpose. Over the past seven years, we have produced twenty-nine issues in all. We have organised several business events bringing together thousands of stakeholders in the service industry with the most successful ones being the Awards Ceremonies for service champions and institutions. Our greatest joy, however, is the impact we make through our social media pages daily. Let me take this s u p p o r te rs , members and all We wouldn’t be here in your different perseverance

opportunity to thank you dear readers, contributors, partners, clients, team those who have stood by us in many ways. without you. Thank you! And to you all ventures we say, hold on, press on, always wins in the end!

Enjoy reading to many

and cheers more years of The ServiceMag!

ENGLISH EDITOR: Aryantungyisa Otiti aryantu@theservicemag.com KINYARWANDA EDITOR:Gaspard Habarurema gaspardhabarurema@gmail.com FRENCH EDITOR: Diana Ramarohetra diana@theservicemag.com MARKETING CONSULTANTS Bea Umwiza: bumwiza5@yahoo.fr +250 788 304 226 Eva Gara: evagara@yahoo.com +250 782 029 803 DESIGN, LAYOUT: Lange technologiez www.langetechnologiez.com Tel: +250 789 720 480 PHOTOGRAPHY Pikca www.pikca.rw Tel: +250 789 720 480 CONTRIBUTORS: Sandra Idossou, Diana Ramarohetra, Efua Hagan,Pachna Pande, George katureebe, Peter Tumwebaze, Dioscore SHIKAMA,Shiprah Kiiza, Yinka Olaito, Herman H. Cakpo, Gandnou S. Marcellin, Bernard Marr, Zubair Philander, Thomas Oppong, Gloria Iribagiza, Denise Umunyana, Gilbert-Courlis KAKULE THE FOLLOWING ORGANIZATIONS SUPPORTED US IN PRODUCING THIS ISSUE: MTN Rwanda, KWESE, Airtel, UAP, Equity Bank, Bourbon Coffee, Aflink, Kt Rwanda networks, Akagera Aviation Akagera Business Group, Kenya Tourism Board 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 respon-

sibility in effects risen there from and cannot accept responsibility for accidental loss of errors in articles and pictures.

4 The SERVICEMAG March - May 2017

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

CONTENTS

46 WOWE UBWAWE URI IKIRANGO

SUCCESSFUL 10 BRAND NAMING IS YOUR 18 BRAND STILL MILLENNIAL COMPLIANT? GOING DIGITAL, 27 A WAY TO GROW OUR SMES

32 TELECOM SECTOR DRIVING RWANDA TOWARDS PROSPERITY 4G LTE GAINING MOMENTUM IN RWANDA KENYA AS A DESTINATION OF DIVERSITY

THEY WOWED US

34 NI GUTE WATANGIRA IKIGANIRO N’UMUNTU UWARI WESE? KILIMANJARO THE MOMENT YOU REALIZE YOU ON TOP OF AFRICA PRICELESS! HYGIÈNE DES MAINS

DANGERS OF PASSIVE SMOKING

42 44

HAVE YOUR SAY

52 IMBUTO MU MWANYA WA ASPIRINE!

KUNOZA ITUMANAHO MU MUSHINGA WAWE

COMPRENDRE LA GASTRONOMIE AU XXIÈME 56 SIÈCLE GEOMETRIC PATTERNS 58 IN FASHION AND INTERIORS

The SERVICEMAG March - May 2017 5

LETTERS HAVE YOUR SAY

READERS LETTERS

Buriya njyewe sinaboa uko mvuga kuko murandenga. Ibintu mukora mbikunda birenze ku buryo numva bimbamwo, tuzi neza ko bitoroshye ariko turabashimira ko mudahwema kutugezaho ibintu byiza bihindura ubuzima bwacu binyuze mu nkuru mushyira mu kinyamakuru cyanyu.

Je suis un nouvel entrepreneur. Votre magazine m’a aide a monter ma propre société grâce a vos articles. Je vous félicite de ces nouveaux Focus dans les 2 dernières éditions « HOSPITALITY » et « BANKING ». Je suis impatient de voir la prochaine de « TELECOMS ».

JOHN

MUTONI

Dans le monde du business au Rwanda, vous êtes les seuls a publier un magazine avec un focus sur le service. Je vous suis depuis 7 ans et votre magazine a eu un très grand impact dans le secteur. Vous etes les meilleurs.

Njye nkunda gusoma ikinyamakuru cyanyu, ibirimo ndetse n’amakuru mutugezaho. Inkuru zanditse mu Kinyarwanda ziradufasha cyane ku buryo biduteza imbere mu bikorwa byacu by’ubucuruzi.

JEANNE

BIZIMANA

In a professional world where customer care is key, employers should always look out for the major qualities which make the best team. Staff welfare should always be a part of the package and the enthusiasm built in them should be a major driving factor that keeps the fire burning in their bellies to perform even better.

Dear ServiceMag team,

GORETTI

I really want to thank you for your great initiative of bridging the gap between Service Providers and Customers. I hope this platform will help to improve service.

CYIZA

Please submit your comments and suggestions: Ese mwakunze inyandiko tubagezaho? turabasaba ngo muduhe ibitekerezo kuri:

editor@theservicemag.com

6 The SERVICEMAG March - May 2017

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WOWE UBWAWE URI IKIRANGO Na George Katureebe Utandukanye n’abandi.Ugomba kugira ubushobozi bugufasha kuba wowe wenyine.Akenshi bakunze kumbaza ibibazo bitunguranye.ugasanga bambaza icyo nkora kugira ngo ntabyibuha cyane, icyo nkora ngahorana itoto, Uko nsabana n’abandi kandi ntanywa inzoga

sigaye nzi neza uko incuti zanjye zimbona.iyo nsabana na bagenzi banjye usanga bambwira ko bashima uko niberaho. hari umwe mu ncuti zanjye wambwiye ko kuva yamenya ndi umubyeyi wita ku bana be, avuga ko akunze kumbona njyana abana ku ishuri nkanabacyura.hari undi wambwiye ko atangazwa n’ukwemera ngira, akanatangazwa n’ukuntu mbona umwanya wo gukorera umurimo w’Imana aho nsengera. Ubushize navuganye n’abayobozi b’urubyiruko 150.Nabavugishaga kubijyanye n’uko watangira ubucuruzi, bansabye ko twakongera tugahura tukamarana igihe kirekire bambaza ibibazo nkanabasubiza. muri icyo cyumweru kandi hari incuti yanjye y’igihe kirekire wantunguye ashaka ko duhura. Kuko mwubaha cyane naramwemereye turahura, ni umugabo w’umuhanga pe! Twaganiriye ibijyanye n’ubucuruzi akora kandi yifuzaga ko twaganira akanya gahagije kugira ngo twungurane ibitekerezo uko yazamura ubucuruzi bwe bukajya ku rundi rwego. Muri icyo cyumweru, nahuye na Pasiteri Emeka Okoye, umuherwe kandi akaba n’umuntu wizera Imana. Nashakaga kumwigiraho uko nakora ubucuruzi bw’imyenda. icyo ni icyifuzo cy’ubucuruzi nifuza gukora. twarahoberanye turasuhuzanya, ambwira ko nambaye neza, ndetse anavuga ko ubu yumva impapmvu nifuza gucuruza imyenda…. Yavuze ko ari byiza gukora ubucuruzi

bw’ibintu bakunda. Ngiye kuvuga ibyo abantu bamvugaho cyangwa bantekerezaho bitari byiza…. Nshobora kwiyangiriza izina.yeee! hari ibintu nshaka kureka mu buzima bwanjye. kugira ngo nkomeze nubake izina. Kubaka izina ni urugendo. ubu ni byo ndimo gukora. Wabishaka utabishaka ubuzima ni nk’igitabo. Abantu bahora babona ibyo ukora buri munsi mu buzima bwawe…. Imana yaremye buri wese ukwe. Nta n’umwe usa n’undi. Izina ryawe rigomba kukugaragaza uko uri ku giti cyawe. Ikigutandukanya n’abandi ni cyo gituma abantu bakugana, bahitamo ibyo ucuruza, bahitamo serivisi zawe cyangwa batega amatwi ubutumwa ubagezaho… ikikugaragaza cyerekana uko uri, n’icyo

waha abandi. ushobora guhitamo gutanga ibihenze cyangwa ibihendutse. Dore bimwe mu byo wakora kugira ngo wubake izina nkurikije uko nabibonye. - Imvugo igomba kuba ingiro - Shyiraho indangagaciro zawe - Ugomba kugira akarusho -Irinde guhindagurika - Ba uwo uri we Kubaka izina ntibyoroshye.Bitwara igihe bikanatwara ingufu kandi koko ni ko bigomba kumera. Umuntu ashobora kugerageza kwigana ubucuruzi bwawe, uko ubaho, imiterere yawe… ariko ntashobora kuba uwo uri we! Izina rikuranga ni ikintu umuntu atapfa kugutwara!!!! george.katureebe@gmail.com The SERVICEMAG March - May 2017 7

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GREAT LEADERS CAPTURE THE HEARTS OF THEIR PEOPLE By Shiphrah Kiiza

At the beginning of the school year, Nshuti was promoted to Primary 5. His new teacher, Mrs. Kamara noticed that Nshuti was different from her other students. He arrived late, didn’t play well with other children, his clothes were messy and he did not pay attention in class. Simply put, Nshuti was that ‘’unpleasant’’ child As an experienced teacher, Mrs. Kamara made a “good’’ decision (at least so she thought); She was not going to let one lazy, unfocussed boy derail the rest of her class. She decided to ignore Nshuti and focus on her other students. Over time, Nshuti’s performance declined further, he scored the lowest grades in class and sadly, he didn’t seem to care. 8 The SERVICEMAG March - May 2017

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the end of the school year, as was the school custom, students

brought in gifts for their teachers. Everybody in the class always looked forward to this time of year. They wrapped their gifts in beautiful ribbon and bright paper and each took turns in handing their gifts to their teacher. Nshuti’s gift came last. He hesitantly walked to Mrs. Kamara’s desk, quickly dumped his shabbily wrapped gift in front of her and shyly made his way back to his seat amidst his classmate’s laughter. At lunch break, Mrs. Kamara excitedly opened her gifts, beginning with those that looked most attractive. She had received bracelets, ear rings, tea cups, photo frames and many other lovely gifts from her students. She opened Nshuti’s gift last. In it she found a half bottle of perfume. For a moment she wondered why Nshuti would gift her a half bottle of perfume, but in her usual neglect of issues concerning Nshuti, she gave it no more thought as she sprayed a little perfume on her wrist. That afternoon as Mrs. Kamara walked by Nshuti’s desk, Nshuti looked up to her, smiled shyly and said to her, “Mrs. Kamara today you smell just like my mother used to smell before she died early this year. That perfume I gave you was one of her favorite possessions, it was the best gift I could give you as my teacher.’’ Mrs. Kamara could not believe her ears, with a mixture of both shock and anguish she headed straight to the front of the class and gave her class an early dismissal. After the children left Mrs. Kamara cried for at least an hour. She suddenly realized how little she knew about her students, their challenges, their family situations, their struggles, their joys, their hurts or their journey. Tthat day, she made a decision she was going to quit teaching reading, writing and mathematics, instead, she began to teach children. She began with Nshuti. She paid particular attention to Nshuti. She listened to his endless stories (most of which were about his mother), she gave him additional support, and as she worked with him, his mind seemed to come alive. The more she encouraged

As leaders, we too are called to look beyond the ‘face value’ of the people we lead. We must realize that we are leading human beings: with emotions, personal problems, challenges and a life beyond the workplace. We must stretch our leadership beyond the office walls and show overall concern for our people, bringing the “human connection’’ to work. Only then can we get the best out of our people, in a friendly and conducive work environment

smart but was also engaged in School Leadership activities. He spearheaded two School Hygiene Programs and was voted Student of the year twice in a row. Two years later, as Nshuti was graduating to Secondary School, Mrs. Kamara with tears in her eyes, wrote him a note to say, “Nshuti, you taught me that I should teach people, not subjects - I didn’t know how to teach until I met you!” Mrs. Kamara’s positive influence on Nshuti very clearly brings out the powerful transformational role teachers can play on their students. Do leaders have lessons to pick from this story? As leaders, we too are called to look beyond the ‘face value’ of the people we lead. We must realize that we are leading human beings: with emotions, personal problems, challenges and a life beyond the workplace. We must stretch our leadership beyond the office walls and show overall concern for our people, bringing the “human connection’’ to work. Only then can we get the best out of our people, in a friendly and conducive work environment. In his book, ‘How to win friends and influence people’, Dale Carnegie brings this notion out clearly when he states, “You must capture the heart of a supremely able man before his brain can do its best.” When people feel that their hearts are touched and their emotional needs are met, they release the energy that triggers discretionary effort: According to the Corporate Leadership Council, 400% more effort! The most effective leaders lead with genuine care for those they lead, with a growth focus and a human perspective. May you be that kind of leader! The author is Training Manager at Leadership Impact Solutions and a Certified Crestcom International and John Maxwell Leadership Trainer and Coach Shiphrah.kenganzi@leadershipimpact-ea.com

him, the faster he responded. By the end of the following school year, he had become one of the smartest and most engaged children in her class. Nshuti came alive! He was not only classroom The SERVICEMAG March - May 2017 9

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SUCCESSFUL BRAND NAMING By Yinka Olaito

name is as important for a corporate brand as it is for an individual. A name should therefore be chosen with great care. A name determines brand success and likeability and supplies the missing fantasy for emotional attachment. A tlong and difficult to pronounce name may put a brand in jeopardy. Here are a few points to consider when choosing a brand name:

. Distinctiveness: This has to do with uniqueness, individuality of the name. Is the name unique, does it stand out? Or does it promote, sound like another brandâ&#x20AC;&#x2122;s name?

. Brevity: Is the name short? Long names do not help much. Experts have suggested a one syllable or two at most as great. You can check this out. Think of great personal brand names 10 The SERVICEMAG March - May 2017

or corporate, products and see how it goes with them. For personal brands, the first name should not be too long, because this what people recall most. I must admit there is room for disruptive creativity if you want to.

. Appropriateness: Is the name appropriate for the niche? Does the name scream against the norm? In politics, for most countries, a known, appropriate name often carries the votes. But today disruptive tendencies are coming up; Barrack Hussein Obama may not look like it before in the United States of America.

. Easy Spelling: This is really important. Great names that ensure success must be easy to spell and easy to pronounce. Long names are often difficulty to pronounce for nonnatives. If your brand is intended to go

global, think about this.

5 6

. Likability: Is the name amiable, friendly, does it sound pleasant and loveable to the niche community?

. Longevity: This goes more with product, services or corporate brand than for personal branding. It has to do with a name being usable for a long time.

. Protectability: Great names often enjoy protection from abuse and unnecessary invasion.

Yinka Olaito is a communication specialist with 18 years in PR, brand, digital, media & development communication. He shares his thoughts at yinkaolaito.com

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The SERVICEMAG March - May 2017 11

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IMPAMVU 6 UMUNTU ABA AKWIYE KWITWARA NEZA AHO AKORA By Hermann H. CAKPO

Zirikana ibi bikurikira : Tumara umwanya munini cyane kukazi kuruta uwo tumara i muhira mu ngo zacu. Ari nacyo gituma niba duhora dushaka gutera imbere mu buzima, dukwiye no gukora duharanira icyatuma dutera imbere aho dukorera.

Nta

wigenera. Burya aho ukorera ubwo haba ari aho nyine, kandi hakomeza kuba ahawe kugeza igihe weguriye. Gukora rero ugamije kwagura no guteza imbere akazi ukora biterwa n’izi mpamvu zikurikira :

Mumara umwanya munini mu kazi kugirango mubashe kuhagira uburuhukiro bwanyu Hari abantu bashimishwa no guhindura aho bakorera irimbukiro. Usanga batazi kubana neza n’abandi. Nyamara amaherezo birangira babuze aho berekeza. Abantu benshi baba bumvako aho bakorera batahashobora kubera ko 12 The SERVICEMAG March - May 2017

batahishimiye, nyamara kandi burya byose biterwa n’imyitwarire yacu. Iyo uri umuntu wihangana, uboneye, ugira urukundo kandi uzirikana abandi, akababa hafi ndetse akabitaho, burya uba utanga inkunga ikomeye cyane mukoroshya akazi ukora kandi bizagufasha kukabamo neza. Ujye uzirikanako buri gihe ibintu bigenda neza iyo umuntu yiyumva neza.kimwe n’uko na none mugihe umuntu adafite ibyiyumvo bizima, adashobora gukora ibintu bizima. Ibintu byose biterwa rero n’uburyo uba wiyumvamo akazi ukora. Nanone kandi byose biterwa n’uburyo wumva ko ari inshingano zawe kunoza akazi ukora no kubaka umurunga w’isano n ‘ubucuti na bagenzi bawe mukorana,

ndetse n’abagukuriye by’umwihariko.

Abantu mukorana burya baba ari nk’umuryango wawe. Tekereza abenegihugu babiri bo mubwoko bubiri busanzwe buhanganye bahuriye hanze(i mahanga). Ubwumvikane buke bwabo bushobora kurangirira aha, bagatangira gushyira imbere ikibahuje, bagafatanya ndetse yewe ushobora no gusanga babaye inshuti magara kuburyo utabyumva. Abantu tuba dukorana ni bamwe mu bantu b’inshuti zacu za hafi cyane. Kugiti cyange, njye nkora mparanira kunoza akazi nkora, ariko kandi nkazirikanako bagenzi bange,n’abo dukorana ari inshuti

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zanjye z’akadasohoka ndetse yewe bamwe muribo banandutira abavandimwe. (uku ni ukuri kubaho kubakozi n ‘abakoresha benshi). Hari byinshi dusangiye mu buzima. Ni umuryango wanjye. Kubw’ibyo rero, numva ntagishobora gutuma ndeka gukomeza kubakana ubucuti na bo, kubera ko akenshi iyo nkeneye ubufasha, bari mubantu bake nitabaza kandi baba bashobora kungoboka. Bamwe usanga bagerageza kubaka umubano na bagenzi babo ushingiye gusa ku kazi n’umwuga bakaba aribyo baha agaciro, ariko ntibatinda kubonako ariryo shingiro ry’imiryango ya bo. Burya ntawakabuze kwifuriza undi kugira bagenzi be yiyambaza, nk’umuryango we nyirizina, gusa akenshi usanga aribyo byiberaho, niyo mpamvu rero ari byiza kumenya niba uko twitwara n’uburyo tubana na bagenzi bacu dukorana, ari ubuganisha kubagira inshuti n’abavandimwe.

Ntacyo byaba bimaze kwitandukanya n’abakagufashije kugera kuntego wihaye. Ntacyo bimaze kuvuga nabi mugenzi wanjye: « nzakorana n’abandi ariko batari we » ; « Gukorana na we ntakamaro» ; « ntushobora kumva ukuntu antera umujinya ». Ibi ni iby’agaciro gace rwose, kuberako haba hari impamvu iba itumye turi kumwe: kugirango tugere kuntego zigamije inyungu rusange; kandi kugirango tubigereho, tugomba kugira gahunda, tugafatanya, tukanagirana inama n’abo dukorana. Hari umugani uvugako amenyo ahora hejuru y’ururimi ariko bigakorana kugirango bibashe kumva uburyohe n’ubusharirire bw’ibiryo tuba tubihaye. Akenshi hari ubwo usanga umuntu tutishimiye ariwe bibaye ngombwa ko twitabaza kugirango tubashe kugera kundoto zacu twembi. Hari indirimbo nziza y’inyanigeriya (Nigerian) ivuga ngo: « Ntawamenya, wasanga ejo nazagukenera! ». None kubera iki warindira gutegereza kubakana ubucuti na bagenzi bawe ari uko ubakeneye, by’umwihariko cyane abantu ushobora kuzakenera buri munsi? Ahubwo rero, dukwiye guhora twubaka ubwo bumwe n’ubcuti hagati yacu na bagenzi bacu.

Irinde kurema amakimbirane ku kazi kuberako bitatuma ubasha guhanga udushya no gukora neza. Ibihe by’amakimbirane ni ibihe bidatuma umuntu yicara ngo atuze, yihe amahoro. Ibi ni ibihe bituma dutekereza nabi, aho usanga umuntu aba arwana no gushaka uko yakwihoorera ku bamusuzuguye cyangwa abamushotoye. Muri make rero, muri ibi bihe by’amakimbirane dutakaza igihe n’ingufu byacu n’ubutunzi bukomeye tujya impaka z’urudaca ndetse no guhangana aho gukora ibyubaka. Umuhanga mu muby’ubuzima bwo mumutwe ari uyoboye amahugurwa ku « gukorera hamwe » yabajije abari bitabiriye amahugurwa ati : « Ni bande muri mwe bafite munshingano zanyu kurwana, gusenya, guhwihwisa, kunenga, kwegeranya ibishishwa by’imineke, kushyira ibintu kuri gahunda, kurakaranya,

We help brands to

CONQUER CUSTOMERS HEARTS We are a communication firm based in Kigali which focuses on the creation, development and implementation of marketing and communication strategies using digital and other effective channels.

+250 789720480 www.lange.rw KN 82 St Kigali, Rwanda Lange technologiez

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kutakaza ukwihangana, kuvogera uburenganzira bw’abandi ? None ntitwaba dukerensa amahirwe dufite yo guhanga udushya no kunoza akazi kacu, twita kubutunzi bwacu bw’agaciro cyangwa dutakaza igihe cyacu muri gahuhunda nk’izo ? ». Turi ku kazi rero kugirango tubashe kubyaza umusaruro umuco wo guhanga udushya no kunoza umurimo, mu gihe buri wese muri twe asabwa gukora yirinda amakimbirane n’ibibazo bidafite ishingiro bishobora kudutesha umurongo.

Umujinya ni ikintu gikomeye ku marangamutima no mu mibanire y’abantu : Kubera iki wawuhembera ? Ni abantu bake cyane gusa babasha gushimishwa no kwagura umubano n ‘ubucuti bagirana na bagenzi babo bakorana ku kazi. Umunaniro ukabije, ishavu, gushidikanya, guta umutwe, kwiheba …imiti, kutakaza igihe, n’amakimbirane adafite shinge na rugero, ni wo musaruro w’umujinya. Kuki wumva washoza ibiza nk’ibyo aho guharanira iterambere rirambye ? Muzirikane ko tudakwiye gutegerezako aho dukorera haba heza kugirango tubone gukora neza. Niba dufite uwo mutima wo gukora neza kandi dufite ishyaka tuzabigeraho. Tekereze rero uko byamera uramutse uhembereye urwango ukaba umuntu utagira ikiza bamushima, wa wundi uhora ahemukira bagenzibe uko bamukeneye mu kazi.

Ni wowe wenyine ushobora kurema umwuka mwiza ku kazi Ushobora kwiyemeza kutaba intandaro y’inkuru mbi n’ubugizi bwanabi. Ushobora gukora uharanira kuba isoko y’ibyiza, ukaba umuntu witonda, wumvira, ushyira mugaciro, umuntu udashyira imbere kunegura abandi, ugatanga umusanzu wubaka, ukamenya guhoza bgenzi bawe mu gihe babaye. Ushobora guhitamo kurangwa n’umutima nk’uyu. Umubyeyi Tereza w’ i Karikuta (Calcutta) yagize ati: « umuntu wese aramutse asukuye iwe, isi yarushaho kuba nziza. » Rero ntimukwiye guhatana mushaka gushimisha abandi no kubarehereza gukorana na mwe gusa. Mukore neza kandi mukundane ndetse mugire ubufatanye hagati yanyu maze murebe uko abantu bazajya bagenda babigiraho, kandi namwe bazabishimira babagirire urukundo kugeza ubwo bikwiriye isi yose. Kuva ubungubu, buri wese muri twe yakwibaza : « Ndi gukora iki muri ibi?, Ese naba ndi gukora mparanira kuzana umwuka mwiza mu kazi ? cyangwa ahubwo burigihe mba nkora nkora nicukurira imva kubera imyitwarire yanjye?» Hermann H. CAKPO, Umwanditsi, Umutoza akaba na Rwiyemezamirimo

14 The SERVICEMAG March - May 2017

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The SERVICEMAG March - May 2017 15

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2 TYPES D’INFLUENCES EN FONCTION DE VOTRE ATTITUDE DE LEADER Par GANDONOU S. Marcellin

La plupart des principes qu’on considère comme modernes aujourd’hui sont en fait compris dans les adages et sagesses populaires qu’on entendait de la bouche de nos parents et grands-parents. Vous connaissez le fameux principe de Zig Ziglar : « Votre attitude détermine votre altitude » ou cette pensée d’Anthony Robin : « C’est pendant vos moments de décision que se forge votre destinée ». Beaucoup sont inscrits dans nos sagesses africaines. Après il y a la mise en application. Si vous voulez avoir réellement de l’influence sur votre environnement et changer les choses, vous allez devoir choisir entre les deux attitudes suivantes. Si vous vous plaignez et trouvez des excuses, vous aurez la compréhension et la compassion des gens ; si vous produisez du résultat malgré les défis, vous aurez le respect, la réputation, un nom, une valeur marchande…

Chaque jour, nous avons à prendre des décisions dans les petites actions quotidiennes. Vous aurez du mérite si vous produisez du résultat en dépit de tout, ou vous aurez la compréhension et la compassion si vous avez des excuses.

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1. Vous voulez du Respect, une Réputation, un Droit de parler ? Produisez du résultat Certaines personnes pensent que des droits leurs sont dévolus automatiquement, à l’instar du droit d’ainesse. Mais les choses ont changé depuis. Désolé pour les ainés qui lisent cet article, mais votre droit d’ainesse ne vous servira plus. Il va falloir produire du résultat pour mériter le respect. Le même scénario se produit dans les couples, dans les entreprises en amitiés. Votre position ou vos résultats antérieurs peuvent être des atouts pour vous, mais pour conserver ces choses vous devez continuer à produire du résultat ou en produire par prolongement, à travers des gens que vous aurez formé ou des investissements que vous aurez faits. Comme on le dit à H&C, c’est le résultat qui donne du pouvoir. Une des choses que nous enseignons aux gens, c’est de développer l’attitude qui permet d’avoir du résultat même si on n’a pas le titre pour. Avant, on ne vous consultez sûrement pas dans les décisions à prendre. Maintenant que vous avez prouvé votre efficacité, on vous consulte de plus en plus. Vos résultats ont établi votre réputation et vous crédite d’une marque de respect.

HAVE YOUR SAY FEATURE

2. Vous voulez qu’on vous comprenne, qu’on vous trouve des excuses et qu’on soit compatissant avec vous ? Plaignez-vous et jouez à la victime Quand vous êtes malade, vous suscitez de la compassion. Généralement lorsque les enfants veulent attirer l’attention de leurs parents, ils simulent une blessure ou une maladie. Si vous n’êtes pas travailleur, endurant, discipliné, aimant, rigoureux, persévérant, dès le départ, aucun moyen, aucune condition de travail ne vous vous satisferont. Par contre si vous possédez déjà les qualités, les moyens vont vous permettre de décupler vos résultats. Beaucoup cachent leurs tares derrière des excuses et une victimisation. Le commercial va cacher son incapacité à vendre derrière le fait que les clients trouvent que les produits sont chers et ou qu’il n’y a pas de l’argent dans le pays. Or aucun produit n’est assez cher : c’est le commercial qui n’a pas la conscience d’achat suffisamment élevé pour convaincre les autres à acheter.

pour un coaching? » Je lui ai dit demandé c’est cher par rapport à quoi ? Il préférerait aller faire une formation diplomante que d’investir dans un programme de coaching personnalisé. Je lui expliqué que le premier investissement c’est sur soi-même. S’il ne devient pas une meilleure personne, il peut faire autant de formations, autant d’investissements qu’il veut, il continuera par rencontrer des défis. Chaque jour, nous avons à prendre des décisions dans les petites actions quotidiennes. Vous aurez du mérite si vous produisez du résultat en dépit de tout, ou vous aurez la compréhension et la compassion si vous avez des excuses. Soyez malin faites le bon choix. Que la force soit avec vous GANDONOU S. Marcellin Auteur, Coach, Formateur et Directeur Général H&C GROUP 00228 92860146/ 00229 97334232 marcelling@gmail.com

Un jour, un client me dit : « Mais Marcellin, c’est cher ! Ce montant The SERVICEMAG March - May 2017 17

FEATURE HAVE YOUR SAY

IS YOUR BRAND STILL MILLENNIAL COMPLIANT? By Yinka Olaito Many brands are doing a lot of solo run instead of building strong affinity, moving along in their journey with the millennia generation; still focusing, doing stuff which appeals only to the baby boomers. With this approach, many will soon become an object of laughter, shame and bywords or stale proverbs.

The

Millennial generation is the generation born between 1982-90. The baby boomers are the earlier generation between 1920s-1950s. Millennial generation is a ‘nano generation’ with instant everything. They are techy -savvy, very restless and ready to try everything. They demand more from life. They can be very individualistic but sometimes very community, family oriented. They love to share, they enjoy story and they want brands to tell their stories. They can be very helpful if the brand has a good story to tell as they can help amplify the 18 The SERVICEMAG March - May 2017

brand’s voice. If the brand is bad, they can help spread the word about its rotten wood. Many brands are still ignoring this vital generation - the Millennial, which will form the bulk of their customers, employees etc. Many are still very confused by traits being demonstrated by the millennial generation; their only conclusion is to let this hyperactive generation be. They would rather flow with the baby boomers whom they are accustomed to than take the initiative of moving with this restless generation. Baby boomers are predictable, they stay

on a job for life, avoid risk if it is possible and flow with the tide instead of working out a new path. But this new generation is very different, disruptive in thinking etc. Millennial generation is not very reserved; they are outspoken, agile as well as troublesome. They can be a whistle blower if pushed to the wall. They view stuff from the ‘me’ angle even though they are willing to support creative ideas which appeal to them. They want to collaborate and want to jointly claim ownership not just a lacker. This age as we know is now in their twenties and

FEATURE

thirties now. They are already in the job market, they are now consumers and creators of goods, ideas and in the not too distance future will become the largest population in the world. This generation cannot be avoided or ignored. That is the simple truth. So how will you know if your brand is millennial compliant? Sometimes it is easier to say you are not affected or you are getting it right meanwhile there are tell tale signs which negate your brand assumption as well as position. As consumers, the millennial want brands to invest heavily in technology that makes buying easy. That does not mean the use of technology without human face though. The kind of technology the millennial wants is the one that focuses on human and not on the technology per se. Every investment in technology must be viewed from a human point and not from technology as it were. Technology must aid speedy service delivery. The rise of E-commerce is here. Speed is the word with the Millennial.Millennial wants brand socialisation. Beyond the corporate brand, they want products, services, units to be socialised. They crave relationship like nothing else. They want to relate with the product, corporate brand through different communication platforms that are available under the sun. If your brand cannot socialise or will not make an attempt, a problem is lurking around the corner. Millennial are creative innovators. They keep looking for the best new way to do stuff. They hate monotony. They want to create fun through everything and every process. They want your product to keep bringing attractive innovation through aesthetic, configuration, design among other. In fact their language is change. Your thinking cap must be on and updated. It is that simple. As consumers, they want value added or else they look for other options. They like reviews and sometimes listen to peers when making choices. This shows that your brand’s voice is no longer enough to convince this generation to be on your side. You need to build a community of advocates which will help reach them.

As employees, they love to add meaning. They want to be seen as significant to the scheme of things and not just a number. A case where the leader takes all the glory and apportions blame will not be a great place to work. Work needs to include fun. Bureaucracy is a poison to this generation. They do not want to wait for a long awaited order before they can take initiative. They are gradually querying the ‘space of work’. They want to be able to work from everywhere they are if that is possible not just sitting in the confines of a traditional office. If your brand can create this environment you may be on your way to the top. The note of caution here is that there must be a sense of monitoring and evaluations which can prove goals are being achieved on the go. The millennial as employees may also question your top to bottom management style. Millennial are very disruptive when it comes to systems and process management. Unlike the baby boomer, they want access to authority. Not afraid to speak or seek audience

Millennial generation is not very reserved; they are outspoken, agile as well as troublesome. They view stuff from the ‘me’ angle even though they are willing to support creative ideas which appeal to them

with the Managing Director if need be. Millennial hates invisible CEOs. In the days of baby boom boomers, CEOs were like demi gods who should be heard and not be seen. Baby boomers believe the CEO has earned his/her right to personal exclusivity. Having worked hard through the process to become the Group CEO, a millennial may want to feel the pulse of the CEO. This doesn’t mean they are rude but like we noted earlier, they are outspoken, and expressive. Can your brand CEO be available? Millennial as employee cherish leadership and processes that are open, transparent with nothing to hide. Secrecy is not a cherished word with them. They want constant communication and feedback on the progress and things that needed to be done. This also shows in their learning and development process. Many want to learn new things and take new opportunities as they make progress. This may be a hasty generalisation but research shows many millennial are ahead of other generation in this regard. In communication, meeting management, Millennial do not like stereotypes. They desire and crave innovation. They want to be able to annex different platforms that make things easy. They are at home with different communication platforms which reduce the effect of distance to zero. If all your meetings have to be physical or all communication process had to be hard copies or done in a particular physical location in this age you may be wasting millennial’s time. As soon as they see other brands which align with their values they are on their way out. On recruitment process, Millennial are looking at different options: e-recruitment, e - interview and selection process among many others. Is your brand millennial compliant? Meanwhile, generation Z is already here. Generation Z are much more disruptive than millennial. So brace up. Yinka Olaito is a communication specialist with 18 years in PR, brand, digital, media & development communication. He shares his thoughts at yinkaolaito. com The SERVICEMAG March - May 2017 19

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FOCUS

TELECOM SECTOR

Methods of communication have evolved over the years reemphasizing the importance of communication between individuals and businesses and their clients. Modern technology has further revolutionized communication. Today telecom companies are major partners in business since they provide ways and means of communicating with clients and ease transactions. However, they too must ensure that they serve customers with utmost care to service. Due to the vital role they play in modern life, there are great demands on them to handle customers with care and offer value for money. Telecom companies probably receive the majority of comments from clients rivaled only by utilities and hospitality. Therefore the pressure is immense. In this special section, we hear from the telecom companies and their determination to keep us happy and well catered for in terms of communication, data and transactional services.

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COVERYOUR STORY HAVE SAY

MTN RWANDA CONTINUOUSLY OFFERING THE BEST TELECOMMUNICATIONS SERVICES Since 1998, MTN Rwanda has offered quality telecommunication services to its subscribers, which include businesses, government bodies and individuals. MTN has also led in the innovation space with many of its ground-breaking products. The most recent product MoKash, a loan and savings product, was launched with Commercial Bank of Africa (CBA) in the last quarter. The new MTN Rwanda Chief Executive Officer, Bart Hofker shared insights on how they continue to be industry leaders and their plans for the market in the near future.

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COVER STORY

QN: How has MTN Rwanda remained the leading mobile telephone network in Rwanda over the years?

we will enable us to re-invest in our core business so that we continue offering the best services.

Hofker: MTN Rwanda was the first telecom company in Rwanda and is a Rwandan brand that has always invested in providing quality services in line with the vision of the country. We have the widest network coverage and are proud to be innovators.

This means also enabling businesses and government to achieve their ambitious and commendable goal to become Africaâ&#x20AC;&#x2122;s digital hub as part of the Vision 2020. For that to happen, you need the basics which include quality infrastructure for data and voice communications.

The past two years have been a challenge for the business. This year, we hope to change this through a massive roll-out of our network. We plan to have a massive 3G network roll-out where we will put up over 100 new 3G sites to accommodate the growing demand for data. In addition, we will continue with the network modernization that we started last year. All this will ensure that we have the best voice and data network in the country.

QN: What are your priority investment areas for this year?

QN: What strategy do you have to ensure that you remain the best and keep your customers happy?

The second one is improving our network by far. We are not settling for where we are now.

Hofker: We have refreshed our strategy on all fronts. Above all, we want to empower Rwandans to achieve their visions and dreams. We facilitate our clients to do this through our good network, infrastructure and sales organization. This will create sustainable profit for the business that

Thirdly, which is normally underestimated, is to improve our core revenue and service delivery. This includes voice, SMS and mobile data. What we see in advanced economies is that voice is going down with growth in data usage.

Hofker: We have identified numerous areas based on the five pillars that are part of our strategy. First of all, compared to last year, there were a lot of outages and customer complaints. The first pillar is fixing the basics so as to improve our performance significantly. We are already seeing the effects of that now.

There is no reason why it should go down in Rwanda given that we have only 69% penetration of mobile phones in the country, meaning there is still 31% to gain. Secondly, there is less than 15% smartphone penetration so data substitution of voice is not currently happening. The fourth pillar is concentrating on the new business which includes Mobile Money, ICT (fixed data for home and businesses) as well as digital services. The fifth one is to become the most loved brand in Rwanda by the community and our employees. QN: There are always clients with complaints, how do you respond to them to ensure they continue enjoying the best digital experiences from MTN Rwanda? Hofker: We have a 24/7 call and social media centre to respond to customer complaints and we monitor the complaints that come in and look at how we can improve our services daily. I visit the call centre every month and listen to the calls the agents receive to know what customers are complaining about. There is a very close feedback loop enabling us to deal with all issues.

Bart Hofker A senior commercial telecom executive, Mr Hofker brings to his new role extensive experience in mobile, fixed and integrated businesses. With more than 20 years of experience in the industry, he has held P&L responsibilities in emerging and developed markets, operating in both leadership and senior management roles. He has experience in leading business transformation and wide-scale go-to-markets programmes. Prior to

his recent seven months assignment to lead the consumer business for Vodacom South Africa, he headed up the consumer market division at Vodafone Netherlands for eight years. Before Vodafone, he worked for the Czech and Dutch incumbent telecom operators. He has previously also fulfilled various commercial executive roles in the energy industry. In addition to a Masterâ&#x20AC;&#x2122;s degree in Economics and Business Economics from Erasmus University Rotterdam in the Netherlands, Mr Hofker has completed executive business programmes at IMD (Switzerland) and Harvard Business School in the United States. The SERVICEMAG March - May 2017 23

HAVE SAY COVERYOUR STORY

From left to right: CBA’s CEO Awuondo, BNR Vice Governor, Ms Nsanzabaganwa, AFR Country Manager, Ms Waringa Kibe, Minister of Finance, Amb. Gatete and MTN Rwanda CEO, Hofker after the launch.

QN: How does MTN Rwanda keep up to date with the latest global technology shifts and adopt them to suit the Rwandan market? Hofker: We operate under the principle of innovation in everything we do, and look for opportunities to apply best practices from our sister operations. We have a large support system that is MTN Group. As an OpCo under Group’s umbrella, we are always refining our strategy to maintain our leadership position and sustain a business model that maximizes value for all our stakeholders. QN: MTN has led in terms of constant innovations and new products on the platform, making it convenient for users to access as many services such as the latest partnership with CBA Bank to launch MoKash. Why do you take mobile financial services so seriously and what roles do you see it and yourselves playing on it in the

future? Hofker: We believe that Mobile Financial Services are a key pillar of development not only in Rwanda, but the continent as a whole. We still have a huge gap in Rwanda between the banked and the unbanked, and this gap is being closed with the rapid adoption of Mobile Money, leading to the expansion of financial inclusion in Rwanda.

Some of the complaints we often see on our platforms concern call drops; lost of internet bundles etc. What can you tell your customers about these issues As mentioned earlier, we will be investing heavily in our network in 2017. We are in the process of modernizing our network as well as rolling out over 100 additional 3G sites across the country.

We currently have over 1.1 million active Mobile Money subscribers which is proof that there is an actual demand for the service. We recently launched MoKash, a revolutionary loans and savings product where we saw an overwhelming response in registrations just in the first days.

On the issue of loss of airtime, we had customers who were not receiving notifications when they depleted their bundles. We have since then implemented a solution where customers are redirected to purchase another bundle once their current one is exhausted.

Our role as MTN is to ensure that all Rwandans have access to easy, safe and convenient financial services which will subsequently help drive economic growth.

We will always strive to provide the best possible service and correct any mistakes whenever we drop the ball.

MTN RWANDA

MAKING SUSTAINABLE POSITIVE IMPACT IN SOCIETY THROUGH ITS FOUNDATION Being the best in terms of outperforming its peers in the market isn’t the only thing Rwanda’s leading telecom only strives at attaining. The company has constantly used its success to sustainably and positively impact the lives of Rwandans, especially the vulnerable communities as part of its Corporate Social Responsibility (CSR) programs.

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COVER STORY HAVE YOUR SAY

Done under its MTN Foundation that was established in February 2010, MTN undertakes in various CSR initiatives focusing mainly on Education, Health, Economic Empowerment and other government priority sectors. It is by far the country’s leading

contributor to social development, annually committing 1% of its net profit to run the Foundation. The company believes that CSR is defined as grant making or social investing into projects or programmes that aim to make a sustainable positive impact in

society. Such projects are aligned to the MTN core business and to addressing the needs of the society as indicated in Rwanda’s Sustainable Development Goals (SDG’s).

Below are some of MTN’s main CSR programs that have taken place in the past and are still on-going: 1. ICT School connect 24 schools connected, 756 computers distributed across the country benefiting close to 22,000 students and around 1,642 teachers trained in ICT MTN partnered with Kitabu on electronic literacy (e-reading) for 15 schools across the country 2. Schools Electrification MTN also participated in Rural Schools electrification in partnership with Mobisol, a home solar electricity provider during the employees’ voluntarism month “21 Days of Y’ello Care” MTN in partnership with USAID supported 200 schools with Solar panels. So far, 14 schools have benefited from the program and more are to come this year. 3. Drop-out students support 45 vulnerable students who dropped out of school due to financial constraints are still supported until they graduate their 12th Grade. The project will continue until the end of this year. 4. MTN/Imbuto Foundation Scholarship Program Imbuto Foundation support to educate 100 disadvantaged

students continues until they complete their 12th Grade. The supported underprivileged students have completed Senior 4 in high school today. 5. Gender and disable segment empowerment Supported the cooperative Kotuka in Rubavu with funds worth Rwf 2.5 million for income generating projects and AVVAIS Associations with sewing machines to support HIV widows 6. Genocide Survivors Support Initiative Houses for elder Genocide widows (Incike) have been renovated in collaboration with AVEGA and CNLG. The memorial sites of Nyarubuye, Nyanza and Bumbogo were rebuilt by MTN. 7. Health Support 1000 disadvantaged ex- Rwandan combatants’ families were supported with Mutuelle de Sante (community health based insurance). 8. Economic Development MTN supported the Government through National Development Program by contributing more than Rwf 165 million to the Agaciro Fund since 2014.

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HAVE YOUR SAY

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FOCUS

4G LTE

4G LTE gaining momentum in Rwanda I nternet users in Rwanda once again set to benefit from the accelerated LTE roll out of the superfast 4G network by Kt Rwanda networks from the current 62% population coverage and with a presence in all 30 districts to 95% of population Coverage by end of 2017. Based on the witnessed network performance reviews and perceptions by users in various towns and centers of the country, it’s now time for Rwandans to enjoy and exploit many exciting benefits of 4G anywhere at any time. With its renowned fast internet speed that is over 10 times faster than the previous mobile networks, 4G LTE offers a unique online experience to users with no limitation to type and size of the content. These benefits include among others high quality Video & Voice calls, instant downloading of heavy files as well as excellent streaming experience of any content using any mobile terminals. Besides extending the coverage towards universal access, KT Rwanda networks, together with its partners, have joined the cashless economy initiatives by the Government of Rwanda, and availed various options to allow online payment for 4G services anywhere and anytime: The first Phase include payment by cards VISA, Master, American Express & PayPal , and efforts are under way to integrate Mobile Money Payments solutions by Cellular network operators in the country, as well

other available online payment solutions. Furthermore, 4G services availability in the country has created a shift in the

“

With its renowned fast internet speed that is over 10 times faster than the previous mobile networks, 4G LTE offers a unique online experience to users with no limitation to type and size of the content.

networks partners, whose names and addresses are available on www. ktrn.rw To give Rwandans an equal opportunity to taste the 4G internet, Kt Rwanda networks, in collaboration with its partners, established 4G experience zones in the country, one 4G Square in Kigali and another one in Rubavu together with 4G education center. This 4G education center offers free IT trainings to the youth with a major mission to contribute to the country’s digital literacy.

4G Benefits

Streaming Videos & Audio

File sharing

Browsing speed

No size limitation

One click away

Free Calls & Unlimited messages

Online lifestyle Connect, engage and share

Smartphone usage for business transaction

All in one solution

Unmatched experience on mobile broadband

broadband services perception; individuals and corporates alike have already realized the benefits of integrating 4G in the service delivery; all sectors of economy from the Government institutions, Hospitality, banks NGOs and SMEs among others currently rely on 4G’s stability and performance to conduct and grow the daily businesses. It is equally important to highlight that Security business has been revolutionized with 4G; where it is now possible to monitor your homes and corporate premises through Closed Circuit Television (CCTV) camera solution that runs on the fast 4G internet protocol (IP) in real time through mobile devices, smartphones and tablets. These innovative services and others are currently provided by Kt Rwanda

Downloading experience The Waiting is over

Network sharing Enjoy moments with your loved ones

Similar experience with mobility

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TELECOM SECTOR

DRIVING RWANDA TOWARDS PROSPERITY By Peterson Tumwebaze Rwandaâ&#x20AC;&#x2122;s Vision 2020 of transforming the economy from an agrarian nature to a knowledge-based one has been a remarkable one. One of the key milestones on this journey has been the growth of the telecommunication industry supported by increasing mobile phone penetration. In fact, mobile phone penetration has impressively increased by more than 78.6 per cent from 2005 to 2016 across the whole country.

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The Information and Communication Technology is a central engine to driving Rwanda’s transformation to a knowledge based economy. Rwanda continues to be one of the fastest growing African countries in ICT and there are several avenues for growth for the ICT sector – from e-commerce and e-services, mobile technologies, applications development and automation to becoming a regional center for the training of top quality ICT professionals and research. A robust ICT industry can create wealth, jobs and entrepreneurs.

Key developments The total number of active mobile telephone subscriptions in Rwanda has recently increased to by 1.5 percent to 8,853,301 as of September 2016 from a mere 4,842 in 2011. Mobile phone penetration currently stands at 78.6 per cent. The post-paid subscription increased from 104,185 at the end of June-2016 to 108,229 at the end of July-2016 while prepaid subscriptions increased from 8,827,923 to 8,917,287 during the same period. This means the number of those accessing and using mobile phones has increased tremendously thus contributing to Rwanda’s quest to becoming an ICT hub. The mobile phone in Rwanda is used for different purposes: calls and short messages sending/receiving, money transfer, recording and playing music and movies, picture shooting, listening to the radio, watching TV, internet connectivity, advert and publicity; The increase of ownership of mobile phones goes together with the increase of economic growth of a country, says Jean Claude Nyirimanzi, a senior statistician at the National Institute of statistics of Rwanda (NISR).

For the first time since the introduction of telecom services in Rwanda, it is now possible for any talented entrepreneur to offer telecommunication services to end users with not much capital investment and no ownership of telecom infrastructure, which is provided by the wholesaler.

for money. Secondly, we guarantee an exceptional customer service experience. Most importantly, continued investment in infrastructure has helped us to expand our network and improve its reliability. All these make Rwandans choose us,” he said. Indrajeet Singh, the Airtel commercial director, attributes the sector’s growth to competition and innovation by industry players. “Customers now call at a uniform rate of Rwf32/minute across all networks. We also offer competitive voice packs where clients get 60 minutes onnet at Rwf59,” Singh said, adding that Airtel has the most affordable data packs in the country. In 2009, RURA adopted 13 recommendations of the International Telecommunication Union, which have helped to protect both the social and physical environment from the potentially negative impact of infrastructure development, while taking care not to restrict essential development. Through its ICT sector RURA has developed guidelines encouraging “infrastructure sharing” the joint use of telecommunications facilities by two or more operators to avoid duplication. This has enhanced the competiveness and efficiency.

4 million subscribers. The company’s CEO Bart Hofker, says in its vision to lead the delivery of a bold, new, digital world to customers, MTN offers new and innovative packages and services and keeps up with the latest trends in communications to satisfy its customers.

Nyirimanzi explains that within the current situation of mobile phone penetration, both public and private institutions are afforded means to plan on how they can use this opportunity for other functions to foster the potential of national development.

Currently, Tigo Rwanda has over three million customers and has invested over US $310 million from 2009 to date. The telecom firm provides 4G LTE on mobile for both prepaid and postpaid customers. Sunny Ntayombya, the Tigo corporate communication and government relations manager, attributed their gains to products that suit clients’ needs and stable network.

MTN Rwanda Rwanda’s biggest telecom operator boasts of more than

“We ensure that our products suit customer needs and give them value

sector’s

Consequently, different sectors especially financial institutions and Utilities are increasingly digitizing and mobilizing their products and services using mobile phone platforms to further reduce costs and provide compelling new experiences for consumers, said Yvonne Manzi Makolo, from MTN Rwanda.

Supporting one area network In a bid to reduce the cost of roaming, Rwanda recently joined its counterparts in Kenya and Uganda to embrace one area network to further facilitate the ease of doing business across the region. This One Network Area scheme which aims at removing roaming charges between Uganda, Kenya and Rwanda was part of the smart Africa Alliance Initiative to raise $300 billion by 2020 for regional ICT infrastructure. The SERVICEMAG March - May 2017 29

FOCUSYOUR SAY HAVE

Bart Hofker, the MTN Rwanda chief executive officer, attributes the growth to introduction of innovative Mobile Money products that “have improved the value perceptions” with customers, such as the newly launched MTN Tap&Pay service, as well as mobile phone penetration in the country. Hofker adds that mobile money transfer services have become popular due to low transfer costs, convenience and low risk factors associated with cashless transactions.

Going forward In a quest to make Rwanda the ICT hub of Africa, the government has since 2000 been establishing institutions and mechanisms to create an enabling environment for ICT development, in addition to wooing investors and global forums to push its development agenda. These institutions have been supported, largely, by the telecom industry which has indeed, according to experts, pushed for innovative projects and products. This has led to a minimum 400 per cent increase in the volume of calls; a direct benefit to EAC citizens and African businesses operating across EAC borders. Previously, making calls across the EAC was in many cases more expensive than calling Europe, America or Asia.

Supporting ease of doing business in the region To further facilitate business, the telecom industry has forged deals with other players in the region to drive the objective. For-example, Tigo’s crossborder money transfer service for Tigo Pesa users in Tanzania and Rwanda has been a remarkable success.

telecom infrastructure, which is provided by the wholesaler. This opportunity given to creative minds has led to the creation of employment and wealth in a sector previously dominated by few, and mostly foreign investment. Today the country has more than 15 Internet Services Providers, besides the regular mobile network operators, that offer services across the country and to various markets. Furthermore, the Internet services providers have been given the unique opportunity to expand their services at unprecedented speed unlike previously witnessed in network deployment and expansion.

Driving Rwanda towards beExperts believe telecommunication has coming a cashless economy a role to play for Rwanda to shift and become a knowledge based economy by the year 2020. For the first time since the introduction of telecom services in Rwanda, it is now possible for any talented entrepreneur to offer telecommunication services to end users with not much capital investment and no ownership of 30 The SERVICEMAG March - May 2017

The sector has been credited for supporting government’s efforts to transform Rwanda into a cashless economy. Through mobile money platforms, sector players continue to support digital financial services through innovation and technology.

Alex Ntale, head of the ICT chamber at the Private Sector Federation, says such platforms have been a key player in Rwanda’s economic transformation. “For example, with the support of the International Telecommunication Union, we managed to enable access to connection, and have progressive ranking on the Internet and mobile penetration,” he said. Rwanda is promoting universal access to affordable Internet as one of the enablers of business. The launch of high speed Internet, commonly known as Fourth Generation Long Term Evolution (4G LTE) over a year ago was seen as a step towards achieving this goal, besides helping in transformation of Rwanda through digital inclusion. Peterpata24@gmail.com

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GOING DIGITAL, A WAY TO GROW OUR SMES

By Dioscore SHIKAMA

oing digital In many countries of Africa, Small and Medium Enterprises are big part of private sector which are trying to drive economies. In another hands, they are struggling to survive, taking case of Rwanda, more than 80% of established SMEs they never celebrate at least one year of existing. In Africa, digitization of service is a new concept for many, due the high rate of illiterate people, poor and sometimes absent of infrastructures moreover technology of digitization being very new at large scale make it difficult for many who have born before 90s. Going digital for SMEs including but not limited to being present and active online, using offline software to operate a specific activity, in fact it may depend on internet presence or not.

Technology made branding easy than ever Normally, digitizing a service or an activity is when you are transforming the traditional way of performing it by introducing technology which cut off unnecessary middle operations. In my opinion there are main three challenges which causes and accelerate the high rate of SMEs deaths, and all of them should be solved when embracing digitization. Those challenges are: Brand Access to potential Market Investing in many unnecessary operations Brand means trust from the market! People buy from people they know, the ones they can trust not just from everyone selling! To build brand is a time consuming and heavy investment demand when done in another way around digital branding! For many SMEs they even die before anyone knows them or have ever heard about them! Having an official website regularly updated and being active on social Media increase the trust. Sales are supported by the size of market with the purchasing capacity of people, when looking at SMEs you realize that they only sell locally, to people who surround them. For SMEs which may not necessary need physical presence to wherever they target to sell their service or products, going digital offer them the access to new market place and introduce a discipline of professionalism than having access to finance which is critical in many cases. Last but not least is investing in many unnecessary operations, normally traditional way of doing many things has unnecessary middle operations which cost a lot while they should be reduced or even eliminated when going digital. The risks of losing money, not meeting time when someone wanted to send money in rural area was responded effectively by mobile money which is a digital solutions which may help SMEs selling to many people from different location and not necessary having someone in between to facilitate those transaction or approve them. For people who are wondering where to grow their money through investment, service digitization in Africa, is a granted approach. doresdios@gmail.com The SERVICEMAG March - May 2017 31

HAVE FOCUSYOUR SAY

A CAREER AS A MARKETER IN THE TELECOM INDUSTRY WHAT DOES IT TAKE TO STAY AHEAD OF THE GAME? The marketing department of every telecom company has to be the most dynamic and innovative to ensure more people subscribe to their networks and enjoy the vast products and services. How the latter are packaged and taken-up by the end consumer form the gist of what a marketing manager of a telecom firm should do in order to stay ahead of competition. Moses Abindabizemu; the Marketing Manager of Airtel Rwanda explains the different challenges, wins and perks he faces in this position and shares some tips for those who are interested in this career in the future

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QN: Given your experience in the and the learning curve has been very industry’s marketing environment, humbling. briefly describe how you find it as a Every morning, you wake up and imagine career. how millions of customers think about Abindabizemu: Marketing in a telecom your brand, how your product and service environment is the most dynamic offerings are helping them achieve their and the most exciting place to be. You dreams, how to make sure they give you think on your feet, you act with speed priority in their minds. This keeps me and precision and nothing is taken for alert, agile and alive. granted. Marketing in telecom has greatly I have had an opportunity to work in the transformed from just being about Brand telecom sector for close to 12 years now and communications, to Consumer in the areas of Sales and Distribution, Analytics, Segmentation, Pricing and Enterprise Sales, M-Commerce and continuous Innovation. Marketing right from shop to shop airtime sales to now the current leadership role 10 years ago, it was about “one size fits all”, but now it’s about “Which size fits who?” This requires deeper understanding of consumers’ functional and behavioral needs to ensure you remain relevant as they progress in life. This makes marketing exciting and fun and hence the right place to be.

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One of the core benefits of marketing is that, it’s one of the only professions where you spend a bigger part of your time learning, understanding society, people’s needs and waking up every day trying to ensure they achieve their dreams using your products and services.

QN: What have been your ups and downs in the career and how have you gone through it all? Abindabizemu: Like I said telecom is a very dynamic environment and every day you are faced with fierce competition and you keep ensuring you stay ahead of the curve. One most exciting feeling is coming up with an innovation and seeing it transform not only your business but also people’s lives. The challenge is that when business is flourishing and you see competition coming up with something countering your plan, then you have to go back to the drawing board to try and think ahead of the curve. That’s how competitive telecom is and we are now used to the terrain and instead of looking at these as challenges, we see them as opportunities to get better. QN: How competitive do you find the industry and what would you say keeps you on top of your game? Abindabizemu: Competition is very healthy and necessary in every business. Without it, you will be tempted to be complacent. I consider Telecom to be the most competitive industry and the only thing that keeps me on top of my game is thinking ahead, understanding the core needs of my current & potential

customers and giving them reason to trust us more every day. QN: Any tips you can share with people who want to join the profession? Abindabizemu: As a professional Civil Engineer now turned marketer, I have learnt that in life, passion to learn and humility to be corrected are core attributes that can make one better in life. One of the core benefits of marketing is that, it’s one of the only professions where you spend a bigger part of your time learning, understanding society, people’s needs and waking up every day trying to ensure they achieve their dreams using your products and services. This makes Marketing very exciting and always relevant for eternity. It’s not easily replaceable by any technology. Those with a desire to join marketing should seek to understand why everything happens in life and try to critic it (positively and negatively). For example; why are smartphones made and why do we see a new version every year? Why did Airtel come up with this new product and why is it necessary? When you see an advert, ask yourself why they had to do it that way? Question everything and as you do that, you will expand your knowledge and that will make you a better marketer. QN: Lastly, what is your ultimate career goal and how do you intend to achieve it, especially in the telecom industry? Abindabizemu: Having done good stints in Sales and Marketing, I want to head a telecom company within the next five years but eventually end up being a telecom consultant focusing on emerging technologies and linking them to people’s lifestyles. I want to create convenience using technology. People should use technology to do anything in life. The future is in aligning innovation to change in people’s lifestyles.

The SERVICEMAG March - May 2017 33

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BRIGHT FUTURE FOR COMMUNICATION

SAYS MINISTER FOR YOUTH AND ICT Over the years, the Information Communication Technology (ICT) sector in Rwanda has evolved, with more institutions adopting better technologies to serve Rwandans better.In this issue, the Minister of Youth and ICT, Jean Philbert Nsengimana shares insights on the growth of the sector and its plans for the future.

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QN: Since you became minister, how has the ICT sector evolved over the years? Nsengimana: We have made progress on a number of things. Usually we consider progress based on three issues: The first one is access; finding out how many people are connected. We have moved from around 30% of mobile phone subscribers in 2011to 80% today and from 7% to 35% in internet subscribers. In the digital financial inclusion space, we have moved from close to 500,000 people to more than 7.5 million today. These increases have resulted in job creation and economic growth. We have moved from convincing people to use technology to having them demand for it. Today the question is how can we get faster internet. Secondly, we look at the progress in terms of skills in the sector, at growth in human and institutional capacity to use technology. We now have universities such as Carnegie Mellon training the best engineers; Universities now have IT programs, the One Laptop Per Child still continues at the primary school level and now we are talking about smart classrooms. Therefore, at the pyramid of skills, right from the top to the bottom, there has been a shift. This is probably an area where we need to do much more for Rwanda to become the digital hub of the region both in terms of quality and quantity in the various domains of ICT. We need to produce more qualified professionals, to increase the number of top notch engineers in various domains such as cyber security and computer science but we also need the citizens to be digitally literate. The third element we look at is services. How do we use ICT to deliver better services? This means having different institutions with online applications that people can use thus eliminating queues and enabling people to access different public and private sector services. We want to have better government to citizen and government to private sector

services. QN: What have been some of the benefits of adopting the usage of ICT and entry of ICT firms in the country? Nsengimana: Firstly, it leads to more customers which translates to lower prices for the customers. If you look at the telecom services, there has been a lower price trend to the base of the customers, thus increasing the value of services to them. It also means increased investments and more jobs created by those companies, hence benefiting everyone. We just need to make sure that it remains profitable for those companies to continue to operate. QN: How do you envision the telecom industry transforming to? Shall we be having more internet based voice calls and texting, from the current voice and SMS applications? Is number portability in the pipeline? What else? Nsengimana: I see everything going digital. Voice will go digital, messaging has already become digital thanks to applications such as WhatsApp. I don’t think SMS is going away any time soon but in terms of numbers everything is going to go digital. It’s just a matter of time. QN: Briefly expound on the importance of internet today in Rwanda. Nsengimana: Internet cuts across every domain you may think of. Today, you cannot run any kind of business without using the internet. Probably the businesses that internet hasn’t disrupted are in agriculture but there are many applications that are coming up to help farmers increase productivity, get more value for money and marketing their produce. Internet has become a utility similar to running water and electricity. QN: What are some of the key reforms that you have carried out as an institution that have led to more investments in the sector? Nsengimana: We have carried out a

number of reforms that have not only led to investment but also harnessed the value of technology more broadly. The broadband policy paved the way for 4G LTE investments and Rwanda is ahead of the rest of the continent in terms of 4G LTE coverage and usage. We also launched the cyber security policy which paved the way again for a number of investments especially on the public-sector side. In the private sector, I can talk about the policy on e-waste, which even if it hasn’t been approved, the discussion has triggered a number of developments including the construction of a factory to dismantle and dispose e-waste. We are now driving a number of other policies but I think the policy that is driving new innovation is the Smart Rwanda Master Plan, which has led to a number of projects that attract investors interested in partnering with us in implementing those projects. QN: Going forward, where do you see Rwanda’s ICT sector in the next few years? Nsengimana: On the access side, there has to be broadband for all by 2020. On skills development, we need to increase both quality and quantity by having digital literacy for all by 2020. On services, we are looking at 24/7 government selfservice with zero papers or trips to be able to obtain a government service by 2020. We are also looking at creating more digital jobs, which as part of our Smart Rwanda Master Plan, is to create as many as 100,000 digital jobs by 2020 and to accelerate the pace of digital transformation of key sectors. A cashless economy remains a very important objective as well as digital healthcare, ICT for education, ICT for Agriculture, ICT for Youth and Women empowerment and ICT in governance. The other big dimension to it is export. We want to drive IT related businesses made in Rwanda to export to other countries. The SERVICEMAG March - May 2017 35

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Knowledge is Power

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#TsmTweetChat 36 The SERVICEMAG March - May 2017

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A THANK YOU COCKTAIL WAS ORGANIZED FOR AKAGERA AVIATION STAKEHOLDERS

Mr. Patrick Nkulikiyimfura, the Managing Director, Akagera Aviation gives the opening speech during the event.

Akagera Aviation Business Development Manager (right) with partners from Terraincognita Tours and Far Horizons’ Arthur Kakai.

The Management of Akagera Aviation hosted stakeholders, partners and friends to a cocktail party at Ubumwe Grande Hotel on 20th January, 2017. The Cocktail was a Thank you to all their clients for a successfully concluded year 2016 and ushering in the New Year 2017. The evening that was filled with laughter, smiles and a live band was kicked off with the Managing Director’s speech, Patrick Nkulikiyimfura, who thanked everyone for attending, companies, Rwanda Development Board, Tour Operators, Representative from the Turkish Embassy, Rwanda Tourism & Travel Tourism Association, Airtel, Skol, Illume Creative Studio, among other invited guests.

Akagera Aviation Managing Director (On the far Right) poses for a photo with some of the stakeholders at the Cocktail event

ABOUT AKAGERA AVIATION Akagera Aviation is a Rwandan based Aviation company located at the Kigali International airport. We offer helicopter services throughout Rwanda and her neighbors in the East African region. Our team of dedicated and experienced professionals aim to create the finest tailor made helicopter services.

Our services include: Helicopter transfers/safaris, Emergency Medical Evacuation, Aerial photography/filming, Airport Meet & Greet, Ground Handling, Helicopter Maintenance and Pilot Training

Kigali International Airport, Main Terminal Building • P.O. Box 6619, Kigali, Rwanda • Tel: +250 (0) 280 280 600 Mob: +250 (0) 788 308 382 • www.akageraaviation.com

Guests sharing a light moment during the raffle games

Ms. Habba awards one of the raffle winners of the Akagera Aviation helicopter ride. The SERVICEMAG March - May 2017 37

HAVE YOUR SAY TRAVEL

Kenya as a destination of Diversity entire spectrum of luxury hotels, tented camps, our breath taking landscapes, all wrapped in the warmth of the Kenyan people is what awaits you in Kenya-a destination of diversity.

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www.magicalkenya.com

Why Kenya? As a family destination

TRAVEL HAVE YOUR SAY

Watching the sun sink over the savanna, few evenings as special as a tropical island where lunch is served beneath a palm tree is all for you to sample. Our cosmopolitan resorts ranging from family hotels to exclusive the luxury of the destination. For a golfer you will have a thrilling experience. Imagine having a round of golf in the morning, and in the same afternoon, basking on one of our pristine and white sandy beaches. You can also choose to have a round of golf in the morning then take a ride in a glass bottom boat, to marvel at nature in one of the richest marine parks you will ever see.

As short Break destination

Kenya is ideal for family visitation because of the following reasons; before keen on cutting down on travel or leisure budgets or considering Imagine a country with a national park within her capital city. This is Kenya. visit to Kenya most memorable; mud-bathing along the relaxing Luxury sleep in a luxury tent, balloon after breakfast, take lunch in the bush and arrive on the Swahili coast in time for supper. Family bonding through organized sessions and gathering such as camp enjoy their stay in Kenya. Generally most of the accommodation facilities have introduced a concept where couple with their children is allowed to undertake exclusive game drives, trekking, balloon safari etc while their kids are

Within about 30 minutes after checking out of Kenyatta International Nairobi National park. Within the city you are able to sample our diversity within a day. This is ideal for business people who may not have adequate time to tour other parts of the country.

As a MICE destination

As a Luxury Destination

Kenya is ideal for Meeting Incentive Conference Exhibition (MICE)

Kenya has unmatched luxury ; a soothing sleep in a luxury tent, balloon after breakfast, a lunch in the bush and arrive on the Swahili coast in time for supper. Swim with the dolphins and later in Search for sun and sand, Kenya beaches backed by waving palms and tranquil lagoons.

to coastal resorts and from tented camps to eco-lodges spread across the country. Kenya through Kenyatta International Conference Centre (KICC is ranked the 3rd best conference destination in Africa and 56 globally according to the International Congress and Convention Association (ICCA).

The SERVICEMAG March - May 2017 39

HAVE YOUR YOUR SAY

THEY WOWED US ACCUEIL CHALEUREUX A JIBU

SO PROUD OF RWANDAIR!

Je me suis rendue a la branche de JIBU de Sonatubes acheter une bouteille vide de 20L. Comme c’était en pleine rentrée scolaire, il y avait plein de clients. Les bouteilles vides devenaient automatiquement chères vu la demande.

On my recent trip on Turkish Airlines, my bag arrived at Kigali International Airport wide open. When I arrived at the conveyor belt I found security guys waiting to let me know the bag had arrived open and to inform me that I could open a case to follow that up if I wanted to. I was so impressed by the professionalism of the staff. Keep up the good work!

Je me suis approchée du gérant de la branche pour expliquer mon urgence. Ce dernier ma accueilli très chaleureusement et c’est ainsi que j’ai pu avoir ma bouteille a un bon prix. Je remercie toute l’équipe de Jibu,vous faites du bon travail.

By the way, Kigali International Airport came 2nd on the Trip Advisor annual survey of best and worst Airports. This is what I call “excellent customer care” Thumbs up!

BENEFIQUE

CHARLOTTE MUNYAKAZI

HEALING SPA – Make it your reason to come to Kigali!

AGENTS DE SECURITE AU SIEGE D’ECOBANK RWANDA

I have been to very many spas all over the world, but my experience at HEALING SPA was excellent! First with the ambiance and the serenity of the lounge with soft music, the dim lighting of scented candles was beautiful and the essence was top notch! The staff are friendly, professional and very service minded. They offer a series of treatments, so one can choose one’s preference. I had back pain so I chose “therapeutic pain relieve massage”. Solange knew all the points that needed to be fixed. For sure she has magic hands! Gift treated me on a “nourishing facial” too, she is amazing! After my treatment, I felt so relaxed, the pain was all gone. I was impressed that the massage table was nice and warm on that cold rainy day, because they use electric blankets, to me that was a very big plus. The complementary organic tea at the end of my treatments was a welcome surprise. I will definitely come back next time I am in Kigali. I highly recommend this beautiful professional spa for someone searching for quality...you will love it!

Je me rends souvent au siège d’Ecobank pour y effectuer différentes opérations (versement de cheques,retraits,depots,…)

TINA NASSIWA

IYAMUJE JOSH

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Chaque fois que j’entre dans la banque, je suis touchée par la politesse de ces agents de sécurité. Du matin au soir, ils sont tout le temps souriants et très polis. Ils méritent mon respect.

SERIVISI IHEBUJE KANDI IBYANGOMBWA KU IREMBO

YIHUTA

GUSABA

Mperutse gusaba icyangombwa ku rubuga rw’Irembo. Nashimishijwe nuko byantwaye iminota itageze ku icumi nishyurira no kuri Mobile Money maze mpabwa ubutumwa bugufi bumbwira ko icyangombwa nzakibona nyuma y’iminsi itatu ntarinze ntonda umurongo kuri Parquet.

HAVE YOUR SAY MANAGEMENT

NI GUTE WATANGIRA IKIGANIRO N’UMUNTU UWARIWE WESE? Na Bernard Marr

wari muziko kuvugira mu ruhame ari kimwe mu bintu abantu benshi batinya? Ariko nyamara guhagarara imbere y’imbaga biratinyura, abantu benshi basanga kuganira umwe umwe nabyo bifasha mu kumenya kuganira. Hari uburyo wakoresha utangira ikiganiro n’umuntu uwo ari we wese, urugero nk’ umuyobozi wa Kampani yawe, mugenzi wawe mushya, umukobwa ukora mu Ikoranabuhanga, cyangwa undi muntu mutaziranye muhuriye mu nzira. Uwari we wese ushaka kuvugisha hari uburyo watangira ikiganiro mugiye kugirana kandi iyo ubikoze usanga byoroshye. Koresha ubu buryo igihe ugiye gutangira ikiganiro n’umuntu uwo ari we wese: Irinde utubazo duto duto: Igihe ugiye gutangira kuganira n’umuntu irinde utuganiro duto duto nko kumubaza ngo “urabona ikirere kimeze gite?”, “ikipe y’umupira w’amaguru yacu imeze ite? Irinde kubaza ku ngingo zirambirana, irinde kuvanga ingingo zivugwaho, buri ngingo irihariye ukwayo, bityo uzashobora gutangira ikiganiro kihariye. Kubaza ibitekerezo byabo: Buri muntu wese arihariye, ku muntu utazi neza, tangira umuganiriza ku tuntu twiza nk’ibiryo, umuziki, ikirere n’ibindi. Ushobora kumubaza utubazo tworoheje, “Ese ukunda ubu buryo bwo kwamamaza bushya? Ese ukunda kureba filime ziteye ubwoba? Ese ukunda iyi ndirimbo? Ni

byiza kwirinda ingingo zikakaye nka Politike igihe udasanzwe uzi neza uwo muganira. Kubaza inama cyangwa imyanzuro batanga: Ibi bikoreshwa igihe umuntu ari kugira icyo avuga ku muntu wambaye neza cyangwa ufite ibikoresho runaka byiza, ukavuga uti “Mbega karuvati nziza! Wayikuye he? Cyangwa ku biryo, “Buri kimwe cyose kimeze neza. Mwakoresheje iki?” Kubabaza ikibazo cyoroshye kugisubiza: Ibi ni byiza iyo uzi cyangwa ubona uwo muntu ugiye kuganira nawe ari umuhanga mu bintu runaka. Niba uri kuganira n’ushinzwe ikoranabuhanga muri kampani yawe ni urugero, ushobora kumubaza niba ariwe ushyira porogaramu runaka mu mashini. Ariko wirinde kubaza uwo ari we wese ibintu bikomeye cyane cyangwa biterekeranye, ariko niba ariho ikiganiro cyaganishaga nta kibazo gusa kubaza ikibazo gikomeye urebana n’umuntu bishobora kumunanira bigatuma ikiganiro kigarukira aho. Kuvuga ku bibakikije: Aho ari ho hose mwaba muri, hari byinshi byo kuvugaho yaba umuziki, ibiryo, uko hateguye, abashyitsi n’ibindi. Niba uhagararanye n’umuntu ahantu mushobora kuvuga ku muziki, umuvuduko n’ibindi. Kubaza ikijya mbere cyangwa se amakuru mashya: Iyo ufite amakuru

make ku muntu cyangwa umuziho ikintu runaka, baza amakuru mashya ku bintu yakoraga urugero, “Oh, Mariya yavuze ko wabyiniraga mu ishuri. Byagenze gute? Kubaza ibibazo bisubizwa na Yego cyangwa Oya igihe bishoboka Niba ikibazo cyawe gishobora gusubizwa na Yego cg Oya ntuzatangazwe n’ibyo uzasubizwa. Kubaza ibibazo bibyara ibindi bishobora gutuma ikiganiro gikomeza. Niba ubajije ubwoko bw’ibinyobwa bari kunywa ni urugero ushobora kubikurikirana, kuburyo buri gisubizo uhawe gituma ubaza ngo “Kubera iki” gutyo gutyo ariko nanone ntubibaze inshuro nyinshi. Kubaza ibibazo biri ngombwa: Kubaza ibibazo biri ngombwa nabyo byaba intangiriro nziza yo kuganira ariko ukaganisha ku gikorwa runaka kimaze kuba kugirango wirinde kuvangavanga. Urugero, “Iyi filime nari narayibonye aho amategeko yose yavanyweho umunsi umwe. Ni iki mwakoze niba nta mategeko yariho uwo munsi? Kubaza ku bijyanye n’abana babo, imodoka n’ibibashimisha: Abantu bakunda kuvuga ibintu bifite agaciro kuri bo. Niba uziko umukoresha wawe akunda ubukerarugendo, mubaze uko ubwo aheruka gutembera byari bimeze maze ukomerezeho muganire n’ibindi.

The SERVICEMAG March - May 2017 41

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KILIMANJARO

The moment you realize you on top of Africa:

PRICELESS! By Zubair Philander

They say ”it’s all in the journey, not the destination”, but when you talk to people about climbing Mt Kilimanjaro, they ask: how high is it? (5895 metres or 19,340 feet). Did you make it to the summit? (Yes). Did you get altitude sickness? (Moderately). What was the view like? (Great). But they don’t ask much about the journey and what it was like during the walking before and after the summit. So let me tell you… it was AWESOME!

n the group, we were 8 pax and sadly I was the only one from Africa. The first day we climbed through the rain forest. We hiked for about 6 hours up to 3100 meters. The second day, we awoke to clear skies and a beautiful view of the top of Kilimanjaro, and I was inspired to keep going rather than head for the airport. We walked through moorlands and boulders to the Shira Plateau for 4-6 hours. We camped at about 3800 meters with a spectacular view of Mt. Meru to the West and Kilimanjaro peak to the East. I think some of my best pictures came from this camp. On the third day, we hiked for a few hours up to the Lava Tower, which is pretty much what the name sounds like. The base of the tower is at about 4300 meters and the top is about 4400 meters. Half of the group were having bad headaches and feeling nauseous but I was still fine, no any effects of the altitude yet. After the tower we hiked back down to a lower elevation to camp for the night at Barranco Camp. Hiking to high altitude and sleeping at lower altitude is supposed to help with acclimatization. 42 The SERVICEMAG March - May 2017

The night at Barranco Camp was freezing cold as we were in the shaddow of Kilimanjaro peak. The next day (day 4), we started with a pretty difficult climb up the Barranco Wall, which involved a lot of climbing up and around rocks and took about 2 hours. After that we had another easy hour of walking to Karanga Camp (4400 meters) then heading to Barafu camp. The view was great from Barafu. The fifth day was the most difficult and last hike before the summit. Technically this day started at 11 pm on Day 4 when our guide Mndeme woke me up. About midnight we started up the mountain. Temperatures was -17 degrees and I felt overdressed at first, but realized quickly that I was going to be cold. The next 6 hours are kind of a blur. All i could see was the feet in front of me and going at a snail’s pace. We hiked in the dark up a steep gravel path (actually, it wasn’t much of a path, more just rocks). All you could see was whatever fell in the radius of your headlamp, which was mostly your guide’s feet. This last was difficult, I started feeling terrible: dizzy, nauseous, exhausted, wheezing. But I pushed on, and at 7 am we made it to Stella Point (not quite the top). After that

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it was an easy 45 minutes to the summit and we reached it at the sunrise. I was exhausted but I felt proud of what I have achieved. At the top, a sign proclaimed: “Congratulations! You are now at Uhuru Peak, Tanzania, 5895m. Africa’s highest peak. World’s highest free standing mountain. One of world’s largest volcanoes. WELCOME.” Yes we did it despite all efforts and cold. I am at the peak of Africa!!!! But let’s be honest, there are moments in life, when you need to take a step back and look at what you have achieved with a sense of pride. When you reach the highest point in Africa and realise what you accomplished, could be amazing but due to the sickness all you want to do is get down!!! The sun was just coming up as we started going down, so I got some great pictures of the glaciers on either side and the sun coming up over Mwenzi. It took us one full day to go back down. When I look back I realised it took me 5 days to walk to the top of Africa which I spent about 30 minutes at the top ( 3 minutes emotionally crying) and walked back down, simply astounding BUT was it all worth the pain and cold? YES, it was. The moment you realize you on top of Africa: it is PRICELESS!!! I came back to South Africa with also a new word in Swahili : Pole Pole (slowly, slowly). Each step towards the summit, our guide encourage us and remind me to walk pole pole. It is worth practicing the Tanzanian definition of walking slowly to avoid cramping and frustration during the early days of the climb. zubairphilander@hotmail.com

Only those who will risk going too far can possibly find out how far one can go.” – T.S Eliot

TOP TIP FROM ME Everything you read about preparation focuses on getting to the summit, which is obviously hugely important, as getting to the top is ultimately the goal! But I can’t stress enough that you also have to prepare - physically and mentally for the fact you’ll also need to get yourself back down the mountain again. No-one ever talks about this! I found that the descent was actually the hardest part for me as all the elation gave way to utter exhaustion and, apart from the fact that walking downhill is turbo-tough on the knees and hips, the prospect of having to walk for several hours after the hike to summit almost broke me. So try to save something in the tank for the descent - I think it would help even to make a mental note that you’ll get to enjoy the views you’ll have missed when you were climbing in darkness through the night

FUN FACT The Swahili saying pole pole (“slowly, slowly”) is the Kilimanjaro mantra. Each step towards the summit, your guide will encourage and remind you to walk pole pole. It is worth practicing the Tanzanian definition of walking slowly to avoid cramping and frustration during the early days of the climb.

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HAVE YOUR SAY WELLBEING MATTERS

HYGIÈNE DES MAINS Par Sandra Idossou

Au Rwanda, et dans la plupart des pays, il est de coutume de se serrer la main pour se saluer. Cette pratique peut être dangereuse car elle s’avère une source réelle de transmission et de contamination de microbes.

Lorsque nous toussons, par réflexe, nous portons la main à la bouche pour ne pas contaminer notre entourage. Ce geste est bien, mais par contre, vous pulvérisez sur votre paume des millions de germes émis par les postillons qui accompagnent la toux.

44 The SERVICEMAG March - May 2017

oin de créer une psychose, il est important de faire très attention car serrer la main de quelqu’un qui a le choléra, par exemple, peut vous contaminer aussi. C’est aussi simple que ça. Non pas que les germes passent à travers la peau, mais parce qu’après avoir salué les gens, nous mettons souvent les mains à notre bouche pour bâiller, tousser ou enlever un débris d’aliments. Cela est aussi valable nous mangeons avec les doigts sans les avoir lavés. Lorsque nous toussons, par réflexe, nous portons la main à la bouche pour ne pas contaminer notre entourage. Ce geste est bien, mais par contre, vous pulvérisez sur votre paume des millions de germes émis par les postillons qui accompagnent la toux. Malheureusement, tout de suite après, nous saluons encore des gens et transmettons sans le vouloir tous ces microbes.

WELLBEING MATTERS

Les mains constituent souvent des vecteurs privilégiés pour deux types de germes qui proviennent des voies respiratoires ( Ex : le virus de la grippe, du rhinovirus etc) et plus dangereux, les germes issus du tube digestif ( Ex : Le vibrion cholérique, le staphylocoque, la salmonelle peuvent se retrouver sur nos mains par des matières fécales.) Les germes issus des voies respiratoires quand nous toussons ne survivent pas longtemps et leur transmission se fait immédiatement. Par contre, les germes issus du tube digestif résistent plusieurs heures sauf si le sujet se lave correctement les mains. Il est important de noter que les germes du tube digestif profitent de l’atmosphère chaude et humide du tube digestif pour proliférer et engendrer des diarrhées graves.

■■ Les systèmes de séchage à air chaud : ils rassemblent les conditions de développement idéales pour les microbes, à savoir l’humidité et la chaleur. Malgré que ce type d’appareil de séchage soit courant dans beaucoup de restaurants, il faut remarquer qu’on récupère les germes présents sur les mains d’autres usagers ou dans l’environnement parce que le flux d’air les a entrainé à l’intérieur de l’appareil où ils se sont multipliés à cause de la chaleur et de l’humidité. Il est donc recommandé d’utiliser les essuie-mains à usage unique présenté en distributeur. « Le début de l’hygiène, c’est haïr les microbes des voisins » dixit Rejean Ducharme sidossou@theservicemag.com

Quelques règles importantes à respecter donc : ■■ Mettre sa main devant sa bouche à une certaine distance pour bâiller ou tousser. ■■ Bien se laver les mains au savon avant et après une extraction d’aliments entre les dents. ■■ Bien se laver les mains au savon après avoir touché les objets souillés, après être allé aux toilettes, avant et après les repas, avant et après le travail, ■■ Eviter de toucher les poignées des portes de toilettes surtout après s’être lavé les mains.

Comment se laver les mains ? Lorsque nous nous lavons les mains, il faut : ■■ Inclure les espaces interdigitaux ■■ Inclure les zones situées autour des ongles ■■ Se rincer abondamment les mains ■■ Se sécher ou essuyer les mains (l’humidité présente à la surface de la peau ou entre les doigts favorise une prolifération de micro-organismes. Attention, les tests ont montré que les mains humides transmettent cinq cents fois plus de bactéries que des mains sèches)

L’essuyage des mains L’essuyage ne sert pas seulement à enlever l’eau du rinçage, il permet aussi d’enlever les résidus éventuels des produits de lavage, les salissures restantes.

Les systèmes de séchage à air chaud : ils rassemblent les conditions de développement idéales pour les microbes, à savoir l’humidité et la chaleur. Malgré que ce type d’appareil de séchage soit courant dans beaucoup de restaurants, il faut remarquer qu’on récupère les germes présents sur les mains d’autres usagers ou dans l’environnement parce que le flux d’air les a entrainé à l’intérieur de l’appareil où ils se sont multipliés à cause de la chaleur et de l’humidité.

Cette opération contribue à réduire le nombre de germes présents sur la peau.

Dans un milieu professionnel, il faut éviter : ■■ Les essuie-mains uniques en textile tels que les torchons ou serviette de toilette (ils restent humides et souillés, contaminant de nouveau les mains lors de l’essuyage) The SERVICEMAG March - May 2017 45

MANAGEMENT

THE IMPORTANCE OF HRM IN ORGANISATIONS BY Denise Umunyana

my experience, Human Resource Management (HRM) has been reduced to recruitment, as I highlighted in my most recent article in The New Times. HRM is the heart of organizations, as it manages their most important assets. Without the right talent to drive the business, there is no organization! Human Resources run the organization, they ensure its longevity, they generate the revenues to sustain it, they come up with the systems to allow it to run efficiently and the list goes on. While most SMEâ&#x20AC;&#x2122;s see HRM as an unnecessary and additional cost, some do not realize that they reduce their efficiency by passing on responsibilities of a Human Resource Manager to other staff members (especially Finance Managers), taking them away from their core areas of specialty and what they were initially hired to do.

46 The SERVICEMAG March - May 2017

HRM is mutually beneficial to the employees and employers as it is a link to champion high performance of an institution through supporting, encouraging, and enabling employeesâ&#x20AC;&#x201C; build capacity. HRM is there to create systems or work off systems that; empower and enable employees to grow and grow with an organization or institution to realize their internal vision and mission that they have set out to achieve. It is through HRM that employees are positioned and well compensated for the right job; Job satisfaction is paramount to ensure job retention. When an employee is satisfied it allows them to focus on their work which is key to the organization. Let us take the example of family medical cover, when the fear of falling sick and medical bills are eliminated, the employee feels a sense of care and safety within the organization. In turn, this can

increase their loyalty and dedication hence leading to staff retention. The Human resource department is where the expectations and grievances of the employee and the organization are managed to benefit both parties. In addition, it is important to have a body that ensures the labor laws are followed to protect all parties. Without HRM the company is likely to face some setbacks, such as; high turnover of staff, high costs of recruitment, wrong fit in jobs, hence inability to reach business set targets. This becomes an unnecessary expense for an organization as they have to continuously re-train employees and that slows down the rate at which they will be able to achieve their goals. Denise Umunyana is the Managing Partner at Right Seat Email: denise@rightseat.rw

WELLBEING MATTERS

IMBUTO MU MWANYA WA ASPIRINE! Par Dr. Rachna Pande

Uburyo

bw’umwimerere bwo kuvura umutwe n’ubundi bubabare bw’imitsi? Imbuto! Ibi ni ibyemezwa n’itsinda ry’abashakashatsi bo mu gihugu cya Ecosse babashije kwemeza ko ikigereranyo kinini cy’umunyu wa salikilate (salicylate) uboneka mu mbuto no mu mboga, ari uburyo buhamye bwo kurwanya ububabare mu mubiri aho gukoresha Aspirine isanzwe ikoreshwa kwa muganga. Nk’uko inyigo zibivuga, kurya ibyo biryo (imbuto n’imboga) byaba bituma mu mubiri habaho kwiyongera kwa aside ya salikilike (acide salicylique) ihita igira umumaro wo kurwanya ububabare ku buryo bukomeye. Igeragezwa ryakozwe n’iryo tsinda, ryakorewe ku bakorerabushake 26 ryemeje ibi bikurikira: Aba bakorerabushake bagiye baragara bafata ibituruka ku musaruro w’uburobyi bw’amafi cyangwa imvange y’amazi n’isukari izwi ku izina rya Fructose (iva mu mutobe w’imbuto). Mu gihe cya mbere, ugukariha kwa aside salikalike (acide salicylique) kwikubye kabiri mu gihe kiri hafi isaha, ariko ingano ya interleukine-6 (zifatwa nk’igipimo cy’ububabare) ziragabanuka. Mu gihe umuntu iyo amaze gufata Aspirine imaze gutunganywa n’umubiri ihindukamo aside salikalike (acide salicylique), biremewe gutekereza ko salikilate (salicylates) z’umwimerere zishobora gutanga umusaruro umwe n’uw’iyo Aspirirne. Si byiza se kuvuga ko umutobe mwiza wo mu mbuto ushobora gusimbura cyangwa gukuraho ugufata imiti? Dr. Rachna Pande – Internal Medicine Specialist, Butaro Hospital E-mail: rachna212002@yahoo.co.uk The SERVICEMAG March - May 2017 47

HAVE YOUR SAY

OUR FRUSTRATIONS Wake up KCB! So disappointed with KCB! I thought they were the best in the region but they keep on proving me wrong! I don’t like complaining but this is too much. So I was trying to purchase a ticket online using my visa card and it kept failing, I assumed it was because check in was almost starting. I called Rwandair and they told me to just go to their sales office at the airport and purchase my ticket, and when I got there I gave them by booking reference and the sales lady asked the mode of payment, I said I will use my visa. To my surprise, she asked if I had insufficient funds on my card. I told her that as not possible because I was sure I had money on my card. We tried so many times and got the same response that I had insufficient balance. I tried withdrawing from the ATM machine at the airport, same result. So I called my bank and they said they were having problems with their system, and they could see I had more than enough money to purchase the ticket! They said I should try in 10minutes they are going to fix it. Kept trying but got the same result! I missed my flight because I couldn’t purchase a ticket because my bank was having issues. Why do they ask for my phone number and e-mail when I am opening up my account? When do they use it? An e-mail or text message should be sent to their costumers informing us that the system is down. If I had known earlier I would have gone to the bank or gotten a plan b. Not only did I miss my flight, I wasted my time, I had to cancel my very important appointment and I looked a fool in front of the sales office as the girl who didn’t have enough funds, when I had! 2. Visa card When I opened my account at KCB I requested for check and Visa card. They charged me 6 USD for the card, I paid for it and they told me within a week or two I should have it. I went back to ask for my card and they told me sometimes it can take to one month. I waited for more than a month (mind you 48 The SERVICEMAG March - May 2017

no one ever called me to give me an update or apologize, I was always the one to go and ask for an update) then they advised me to buy another visa card for 6 USD (total 12 USD ) but they said they would reimburse me 6 USD. I requested for the second card on 3rd November got the card but have not received the 6 USD from KCB. Very disappointed! CLAUDINE UTUJE Je suis sidéré, choqué. On me refuse de retirer mon propre argent!? L’argent pour lequel j’ai travaillé et honnêtement gagné!? J’introduis ma carte ATM dans la machine, le robot affiche « Ce service n’est pas disponible ». Une fois, deux fois..... Même réponse. Je demande au gérant de la banque et ce dernier me répond c’est Bujumbura qui a bloqué. Mon coup de gueule : J’appelle ma banque de Bujumbura. “Pourquoi je ne peux pas retirer mon argent ? » Gêné, le gérant repond :” Heuuuuuu.... Mr. c’est l’ordre de la BRB. Parce que nous faisons des transactions en devises et il n’y a plus de devises, Désolé monsieur. “ Voilà. C’est tout ce que j’ai comme réponse. “Désolé”. Bien. Toutefois, il s’agit de mon argent, pas celui de la BRB.... Par Aloys De Gonzague Niyoyita

Give us options MTN! Could MTN explain why it reserves the right to publish news on our phones without giving them an option of being able to stop them if they don’t need them or accept to continue receiving them? They should also take a look at what they publish first. ALIDA BARANYIZIGIYE

HAVE YOUR SAY MANAGEMENT

REWARD YOURSELF Par Georges Katureebe

eople say life is a series of events, I add, life is a series of goals. If you will look back, or even forward, you will see that in one way or another, consciously or unconsciously, you have been setting goals, or you have goals to meet as you read this article. You may have a goal to lose weight, to own that dream home, to close that hot deal, to date that person you see and feel butterflies in your tummy, to read a book per month and the list goes on. Yes, life is a series of goals, endless goals!!! Achieving your goals may not be fun, it may be painful, it may require you to postpone your self-gratification or it may require you to tighten your belt. There are so many time wasters that stop us from achieving our goals. Most of these time wasters are self-generated. To achieve your goals, you will have to eliminate those time wasters, those

things that stop you or even delay your goal achievement. Time is a racing car but you are the driver! Take charge of your time. Know your priorities, don’t procrastinate. When you have achieved a goal, reward yourself! The little rewards in life will keep you motivated. Learn to celebrate your triumphs big or small. Recently, I learnt an important lesson from my daughter Manuella. I went to the common candy corner and found it dry so I went to my daughters’ rooms to check if they had kept some by their reading tables. There were a few candies left in the box with a note with a stern warning! “One for Every Achievement, don’t touch”. The warning was clear! I didn’t touch. I couldn’t wait for her to come back from school in the evening to learn what this was about.

She explained to me her goal system... she sets goals on her performance in class work, on her weekly tests, on her elimination or reducing time for television, on sports and physical endurance. When she has hit her target or felt that a goal has been achieved, she will eat one-yes, only one candy. I have my own reward system. When I have accomplished a goal, I like to reward myself. What I haven’t been doing, is making my reward so easy and less stressful. Like rewarding myself with an outing and be sleepy and unproductive the following day. I learnt that rewarding myself could be easier and more fun!! Set goals and reward yourself with simple and fun rewards. george.katureebe@gmail.com

The SERVICEMAG March - May 2017 49

MANAGEMENT

KUNOZA ITUMANAHO MU MUSHINGA WAWE Na Thomas Oppong.

Imishinga

, inganda cyangwa ibigo byigenga byinshi bigaragara ko bitangira ari bito, nubwo uruganda rwaba runini nabwo ruhura n’ibibazo bitari bike. Uko uruganda rwawe ari runini ni nako rugira imikoranire cyangwa se itumanaho ryisumbuye. Kugira ngo ukomeze utere imbere mu byo ukora, ugomba kwereka abakiriya bawe ko ubitayeho kandi ko ushoboye gusubiza ibibazo, ibyifuzo byabo vuba kandi mu buryo bunoze. Ugomba kandi kugira ubushobozi busesengura byihuse ibyo ukora kugira ngo umenye neza koko niba ibyo abakiriya bawe bakeneye aribyo ubaha. Ibi byose ushobora kubifashwamo n’isesenguranyandiko. Isesenguranyandiko ni iki? Isesenguranyandiko ryakozwe na NICE Interaction Analytics ikaba ifasha imishinga cyangwa inganda nini gusobanukirwa neza impamvu abakiriya babagana. Ishobora kandi gutandukanya no gusobanura ikibazo icyo ari cyo cyose kibaye mu ikoranabuhanga. Ubutumwa bwose wohererejwe n’umukiriya buguha amakuru atandukanye nyayo y’imikorere yawe. Ayo makuru ushoboran kuyakoresha uhindura cyangwa unoza imikorere abakiriya bawe bakarushaho kunyurwa. Gukomeza gushimisha abakiriya ni kimwe mu bintu ukeneye kwitaho. Nyuma yo gukora ibyo byose abakiriya bawe ntibazakuvaho. Ikoranabuhanga

rigufasha

kumenya

50 The SERVICEMAG March - May 2017

n’iki abakiriya banjye bakunze kunsaba. Kwakira no guhitamo ubutumwa n’ibindi wohererezwa bishobora kugufata ibyumweru n’ibyumweru ariko igihe ukoresha ikoranabuhanga ubikora ako kanya mu gihe gito cyane.

bituma bumva ko ari ingenzi kandi bafite agaciro. Ku rundi ruhande nuramuka wimye agaciro ibivugwa n’abakiriya bawe babyanditse ku rubuga nkoranyambaga ukoresha, bizagira ingaruka zitari nziza ku byo ukora.

Imbuga nkoranyambaga zigira akamaro

Guhangana n’ibibazo by’ururimi

Abakiriya bakunda kugira aho bahurira n’inganda cyangwa imishinga bakorana nayo. Niba ntabyo ufite ubu, nakugira inama yo shyiraho paje ya Facebook na Twitter bigaragaza ibyo ukora.

Umubare munini w’abakiriya bawe bakoresha Ikinyarwanda. Ariko nk’uruganda cyangwa umushinga munini, uzashobora kugira abakiriya baturutse ahantu hatandukanye, bamwe badashobora kuvuga ururimi rw’iwanyu, aha ni ho ibibazo by’ururimi bivukira. Ibi bishatse kuvuga ko ugomba kumenya izindi ndimi cyangwa se nibuze hari bamwe mu bakozi bawe babasha kuvuga indimi zitandukanye.

Imbuga nkoranyambaga ni kimwe mu bikoresho ushobora kwifashisha mu kumenyekanisha ibyo ukora. Ushobora gusubiza abakiriya bawe byihuse, ukabamara impaka n’impungenge ukoresheje imbuga nkoranyambaga. Nk’uko byagaragajwe ni ingenzi gutega amatwi abakiriya. Ibi kandi ubikora ku bakiriya bawe ndetse no ku bakozi. Iyo ugaragaje ko utega amatwi abakiriya ukabumva neza

Muri rusange kunoza itumanaho mu mushinga wawe bisaba imbaraga kugira ngo ugere ku byo wifuza kugeraho. Uko ushimisha abakiriya bawe ni ko barushaho kukumenyekanisha no ku nshuti zabo n’imiryango. Ijambo ry’umunwa ni igikoresho kiza cy’imenyekanishabikorwa. Uko uruganda rwawe rwaba rungana kose ntuzibagirwe ko abakirya bawe bafite akamaro. Kurikiza ibisabwa byavuzwe hejuru maze utangire kunoza itumanaho cyangwa imikoranire uyu munsi. thomas@alltopstartups.com

HAVE YOUR SAY

March 2010 to March 2017 7 years of impact on customer service... and counting!

Committed to service excellence, yesterday, today and tomorrow!

Stay with us; keep reading, keep seeking service excellence.

The SERVICEMAG March - May 2017 51

YOUTHYOUR TALKSAY HAVE

Dominique Uwase Alonga By Gloria A. Iribagiza At 24 years, Dominique Uwase Alonga is the founder and CEO of Imagine We Rwanda, a publishing company which has the vision to promote the reading and creative writing culture in Rwanda. She has authored the book, ‘The ABCs of Rwanda’ that inspires a different narrative on Rwanda and Africa as a whole as it encourages a more vibrant and fun reading culture. She spoke to The Service Mag (TSM) about her journey as an author. TSM: How do you influence change within your community? ALONGA: We are showing people that they can enjoy reading beyond their educational reasons. We see our books not just as educational but as fun, fearless and as gifts. We’ve been equipping schools and small organizations with books from all over the world. There are children who would love to read if the books are introduced to them. We are making books more accessible to Rwandans by establishing small libraries and reading spaces in communities and hospitals. We are collaborating with various people to do book readings and signing. We are also opening up small libraries in the pediatric wards of five underprivileged hospitals around Kigali starting this Easter season. TSM: Why should we change the Rwandan/ African narrative? ALONGA: I have always been bothered by the fact that, internationally, we are known as the darkest continent, the poorest, the most unstable, you name it. What bothered me the most is the fact that we are often labeled ignorant, the reason for this is that there is someone out there sharing our African stories and that someone is not African. I decided to stop complaining about this and become part of the solution. TSM: What has challenged this? ALONGA: Our culture has always been oral, which is a great thing. I love the bonding that happens when a parent is telling their child a story. And this is what Rwandans are used to. We love the radio and we love audio stories. However, this way, 52 The SERVICEMAG March - May 2017

YOUTH TALK

we narrow our reach and perspective. This means that we will be limited to the stories that people near us are able to tell. The challenge for Imagine We is to introduce a new way. We are trying to tell people that the reading culture is not a threat to our oral tradition. Of course, new things are always hard to adapt to and they take time but we are pushing and the reception is great. TSM: Has the ‘ABCs of Rwanda’ book been embraced by people? ALONGA: The ABCs has been amazing. The ‘Oh Rwandan Child’ book paved the way for this book. We learned from the challenges in marketing as we moved door-to-door and it paved the way for our second book. When we e-launched the ABC’s of Rwanda, 95 books were sold within 12 days. Over 200 books have sold by February as we now sell at various points like restaurants, coffee shops, Casa Keza, the Kigali International Airport, Uzuri K&Y at Kigali Heights among other places. By using a lot of Social Media marketing, we are getting wider exposure. The society is backing us up. ‘The ABCs of Rwanda’ book is lifting up ‘Oh Rwandan Child’ but also because of Oh Rwandan Child, this book is well known. Also, it is being read by foreigners to learn more about Rwanda. TSM: Tell us more about the ‘Imagine We’ bash? ALONGA: The ‘Imagine We’ Bash is an annual fundraising platform organised every February to raise awareness about the books we publish. It started in 2016 where over 150 people attended and this included the entire community of supporters of all ages. We are calling it a ‘Friendraising’, and we want people to know about us and that their stories can get somewhere. TSM: What has motivated you along this journey? ALONGA: I wrote my first book when I was thirteen years at FAWE Girls School. I used to write a five-page story, circulate it around the school and I would get it back after a month, or a few weeks before I could write another five pages to circulate again. It was a fun experience

but unfortunately when I completed the book, while at university, it was stolen. The story was a dramatic soap opera in an African setting. TSM:Where do inspiration?

you

derive

our

ALONGA: When I find a good new artist, author, musician or even an Instagram person who captures life with a new perspective. My family makes me happy especially when I spend time with my mom, brother and sister. What is your message for the Rwandan youth? ALONGA: Start now! I believe every dream has a start. If you are really serious about your dream, start talking about it to as many people as you can. The more you talk about it, the more it gets real. Rwandans are sometimes told, ‘If you have a dream, keep quiet about it, work in silence and one day when its big, you can talk about it.’ Don’t look down upon your dream, even when it’s hard because when it is really your dream, you will have the strength to push for it.

Up Close What do you enjoy doing? “I love church and doing ministry because growing spiritually is something I value. I play a few instruments like the guitar and piano and I enjoy taking walks and hanging out with friends.

If you are really serious about your dream, start talking about it to as many people as you can. The more you talk about it, the more it gets real

When are you happiest? “I love paintings and I love words. I love word playing and that’s why my favourite movie is Sherlock Holmes. If you don’t catch the sentences, you won’t get the whole story. What kind of music do you love listening to? “I love songs that are about lost love, when someone is heartbroken and they learn something new and then come out of it. The song written on that journey is hopeful but also sad. What makes you sad? “When someone loses themselves in arrogance. When they are so arrogant that they cannot be open to other people’s ideas, but their ideas suck, but they can’t see that because they don’t want to move out of it because of arrogance. This is sad when it is young people who think they are much higher than others and cannot work with new ideas. There are a lot of trust issues too. If you are too open as a Rwandan, you are tagged as someone foreign which makes it hard to fit in with certain people. People should be more open to trusting others’ opinions and stance in life, because these can be learning experiences. We should seek to understand before being understood. Favorite drink and dish? “I love drinking milk, flavoured yoghurt especially from Masaka Farms. And I love anything pasta with cheese and chocolate.” What’s the craziest thing you’ve done? I did sneak into the Kigali Public Library before it was open to the public— it was about 70% complete. And also, I was jailed in 2010 for a good cause. With a group of PLP members we were trying to raise money for orphans and we spelt the name of the orphanage wrong. We only wrote ‘Niboye’ instead of ‘Niboye Peace Village’ and we were jailed for 3 hours because the Executive leader of that neighbourhood then thought we were crooks trying to run a project that he didn’t know about. glo.irie@gmail.com

The SERVICEMAG March - May 2017 53

MANAGEMENT HAVE YOUR SAY

5 BONS REFLEXES POUR PROTEGER SA TRESORERIE By Marcellin S. G.

Tous les chefs d’entreprise et responsables de PME sont unanimes pour dire que la gestion et l’optimisation de la trésorerie constituent l’un de leurs défis majeurs. Il suffit de quelques bons réflexes pour assurer une gestion optimale de sa trésorerie. Les 5 suivants me semblent les plus déterminants pour protéger votre trésorerie.

1. N’attendez pas de manquer d’argent avant de chercher de l’argent La plupart des entrepreneurs attendent d’avoir des défis de trésorerie avant de déborder d’énergie, de détermination, d’innovation et d’astuces pour renflouer leur trésorerie. Cherchez de l’argent lorsque vous avez de l’argent parce que si vous n’en avez plus, il va être plus difficile d’en chercher. Préparer les prochaines ventes ; initier des actions marketing quand vous en avez encore les moyens. Demandez une ligne de crédit à votre banquier lorsque vous avez de l’argent sur votre compte parce qu’il ne vous prendra pas au sérieux lorsque vous n’en aurez plus. Maintenant il s’agit de financer ce qui va absolument générer de l’argent et non se lancer dans des décorations et des travaux qui ne rapporteront pas immédiatement pour venir solidifier votre trésorerie mais vont plutôt l’éroder.

régulière pour libérer votre stock Le stock que vous avez n’est, ni plus ni moins, que de l’argent stocké dont vous allez avoir cruellement besoin prochainement. Il nous arrive à H&C d’avoir des livres en stock alors que la trésorerie va commencer à être tendue. Nous organisons alors des formations, opérons des réductions sur les livres en questions. Nous proposons nos livres et magazines à ceux qui n’y ont jamais accès, pour toucher de nouvelles couches. Ceci n’est point sorcier ! N’attendez pas d’être dos au mur avant de faire preuve de ces ingéniosités.

2. Affecter strictement les avances d’un marché obtenu à l’exécution du marché Cela vous est-il déjà arrivé que vous recevez l’avance d’un marché et oubliez que c’est l’avance pour exécuter un marché ? Bien sûr que l’entreprise a une seule caisse, mais c’est une mauvaise habitude que d’avoir l’avance sur un marché et de dépenser l’argent sur autre chose et lorsqu’il est question de financer l’exécution du marché, vous vous obligez à courir de gauche à droite.

3. Utiliser la promotion 54 The SERVICEMAG March - May 2017

4. Déposer l’argent et attendez avant de vous mettre à dépenser Si vous avez une trésorerie vulnérable comme la plupart des entrepreneurs à la tête des PME, vos rentrées d’argent sont souvent en herbes, c’est-à-dire qu’avant même que l’argent n’arrive, vous avez prévu plein de choses que vous devez

faire et parfois le montant total des dépenses à couvrir dépasse la rentrée d’argent. Sachez que par principe, toutes les dépenses peuvent attendre donc si vous recevez de l’argent, déposez l’argent et attendez. Demandez-vous : « Si j’avais reçu cet argent que dans une semaine comment est-ce que je me débrouillerais malgré tout ? ». Mettez-vous la pression pour attendre et clarifier les vraies priorités pour ne pas voir votre trésorerie s’évaporer.

5. N’attendez pas une grosse entrée avant de commencer à diminuer les petites et grosses dépenses à faire N’attendez pas une grosse entrée d’argent avant de payer. Il va de soi que les dépenses reportées et cumulées vont ronger rapidement vos entrées prochaines, grosses ou petites. Pour éviter que les petites et grosses factures ne s’accumulent et pèsent lourdement sur votre prochaine grosse entrée, payez au fur et à mesure les petites et grosses factures avec les petites entrées que vous avez parce qu’il faut plusieurs petites entrées pour prendre en charge une grosse facture. Parfois il arrive que la fameuse grosse entrée soit retardée de plusieurs semaines, mois et années et ça arrive souvent. Arrêtez donc de trop miser dessus et de tout reporter à son avènement. Coach & Auteur, Directeur Général The H&C Group marcelling@gmail.com

EFFI CIENT PRINT P ROD UC TION

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COMPRENDRE LA GASTRONOMIE AU XXIÈME SIÈCLE Par Gilbert-Courlis KAKULE

Dans

la gastronomie du 21e siècle, les textures du plat constituent un impératif. Il s’agit d’une combinaison de plusieurs sensations dans la bouche. Au-delà du visuel, qui est la première étape de la dégustation de tout plat en gastronomie, on doit retrouver le côté fondant, moelleux, croquant et croustillant.

cieux, elle devient de plus en plus une culture. La cuisine en Afrique est caractérisée par une routine qui reste la même jusqu’à nos jours. Elle ne tient pas compte des tendances et des créations culinaires. La notion de revisiter le plat reste ignorée.

En somme, en gastronomie un plat réussi c’est un plat beau, avec différentes textures, plein de saveurs et par-dessus tout, qui a du goût, du goût et … du goût.

C’est à partir de ce constat que nous avons décidé de nous lancer dans un nouveau concept : revisiter les plats traditionnels africains en partant sur des produits typiquement africains tout en les faisant voyager et en y associant et/ ou en y ajoutant d’autres éléments.

En Afrique en général, la gastronomie reste un défi de taille. Sous d’autres

Ainsi donc, nous avons été inspirés par deux produits emblématiques de la

cuisine africaine et surtout de l’Afrique de l’Est : la banane verte et la viande de Bœuf. Nous nous sommes prêtés à l’exercice après une longue période de réflexion et nous avons créé le plat ‘’ BEEF MATOKE ’’ qui est bien conforme aux principes de la gastronomie du 21e Siecle. Appréciez-en le résultat . Consultant Culinaire, Expert en Tourisme et Hôtellerie gilkakule@yahoo.fr

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FASHION

GEOMETRIC PATTERNS IN FASHION AND INTERIORS By Efua Hagan

eometric patterns cut across both fashion design and interior décor, and have the ability to enhance visual interest. They are becoming increasingly popular, and when correctly applied, this trend can be a great way to give any room or outfit a modern and unique touch. A successful design is all about understanding which elements should play a dominant role and which should play a subtle role. Too many patterns in an outfit or room will be overwhelming, leaving no place for one’s eyes to rest. Therefore, let your geometric patterns play more of an accent role than a dominant role. For example, in interior décor, consider choosing one or two items with patterns to tie the overall look together. The

following items can feature geometric patterns: pillows and blankets, table lamp shades, wall art, or a rug. In fashion, use patterns to draw attention to a particular aspect of your outfit. For example, a necklace, belt or shoes. What to remember when choosing a geometric pattern 1. Choose one that complements your current color scheme 2. Ensure you choose a proportionate print that won’t overpower the size of the room or outfit 3. Always make sure you choose a design that evokes positivity when you look at it.

Bedside lamp Children’s wear

Place mats

Evening bag

African print bags

Pillow Agenda holder

All items can be found at African Clothing Design Ltd, Kiyovu, KN 54 street, Dallas House 58 The SERVICEMAG March - May 2017

Tel: +250784186840, +250785308898 Email: africaclothes2014@gmail.com

VIEWING RWANDA FROM ABOVE

HAVE YOUR SAY TRAVEL

By Sandra Idossou

am an adventurous person and I love trying new experiences.Flying in a helicopter has always been on my bucket list but I had never got the chance or the time to do it. When I atended the Akagera Aviation partner appreciation event, I was very excited when I won a rafle ticket entitling me to a 30 minutes cenic tour over Kigali. Recently, my friend Bea and I decided to take the tour. It was coordinated so well by a very nice gentleman called Danny who made us feel special, right from the welcome at the Kigali International Airport. After a very smooth process with security and immigration checkpoints,we got on a luxury bus waiting just for the two of us on the tarmac. That was my first time

on this beautifuly designed luxurious VIP bus.It that took us to the helicopter. We were welcomed on the chopper by a friendly and very professional Captain Toussaint who took time to reassure us on this first-time aerial tour. We were excited and a bit of anxious.

from the air indeed.This thirty-minute helicopter ride above the land of a thousand hills gave us a bird’s eye view of the endless rolling green hills and pristine waterbanks. I was even lucky to film hippos in the river to show my son.

We then took of on the Robinson Helicopter and just alowed ourselves indulge in an amazing scenic tour around Kigali area to Bugesera, River Nyabarongo and then back to Kigali International Airport. What a beauty! Flying over the rivers, lakes, vilages and even the new Bugesera airport underconstruction was simply epic.One of the most spectacular ways to see Rwanda is

My friend Bea was overwhelmed and kept gasping,” Oh Rwanda is just so beautiful!” Indeed, we discovered the baroque beauty of Rwanda as we flew over. If you love Rwanda and would like to see more of its beauty, take this aerial scenic tour. It is a Must do,truly a life time experience. Each trip costs $360 per charter with a maximum weight of 180kg. The helicopter has 3 seats.

The SERVICEMAG March - May 2017 59

HAVE YOUR SAY

60 The SERVICEMAG March - May 2017