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Airtel has been working very hard to get grounded on the Rwandan market and we are extremely happy to share insights from their Managing Director with you. We have also compiled more than 30 articles in English, French and Kinyarwanda so that you can upgrade your skills on matters that will help you become more effi- cient in your work.
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FIND U
S ON
LINE
ISSUE 19: SEPTEMBER - NOVEMBER 2014
RWANDA CIVIL AVAIATION AUTHORITYUpgrade of Kigali International Airport in line with planned Bugesera Airport
ASTUCES POUR CONTINUER MALGRE LES DIFFICULTES
MAKING YOUR RESTAURANT BUSINESSES STAND OUT
UMUKIRIYA WAWE NI AMBASADERI WAWE
Two years down the road
TEDDYBHULLAR
Managing Director Airtel Rwanda
SCAN TO VISIT OUR WEBSITE
www.theservicemag.com
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FOCUS STORY
NEWS
32. RCAA: Upgrade of Kigali International Airport in line with planned Bugesera Airport
07. Serena Hotels /RwandAir Workshop for Tour Operators and Travel Agents
08.10.11.
RDB: Noza ServisiBralirwa ltd commissions new soft drinks lineExpo 2014 best exhibitors awards
CUSTOMER SERVICE12.13.
14.16.
Umukiriya wawe ni ambasaderi waweUburyo butanu bwagufasha gukorana neza n’abakiriya baweCustomer Service PhilosophyLes enjeux d’un bon accueil et d’une bonne relation client
SALES AND MARKETING17.18.
19.
Making your Restaurant Businesses Stand OutUburyo butatu ikigo cyawe kidashobora kunanirwa gukoresha ngo gishyireho izinaIbintu bitanu abahanga mu gushaka amasoko bakora ku buryo budasanzwe kugira ngo bagere ku ntego zabo.
HAVE YOUR SAY27.28.30.
Manhattanization of KigaliSome of our frustrationsRwandair:A popular airlines among East African students in South Africa
WHERE WE HAVE BEEN20.26.
On a testé pour vous : La livraison à domicile à KigaliA taste of Nairobi coffee shops
BUSINESS MANAGEMENT
31.34.
35.
36.37.38.39.
Care beyond cureUbuhanga ugomba kugira ngo ube rwiyemezamirimo wahiriweKuki abo mukorana badakunze gutanga umusaruro uba ubatezeho ?Ese ikarita ikuranga yanditseho iki?A Building BlockInterview Feedback4 astuces pour continuer malgré les difficultés
22. Airtel: Two years down the road
COVER STORY
PLUS40.43.44.4647.48.49.51.52.
Youth talkWomen EntreprenuerYour well being mattersThey wowed usAt your serviceAsk our lawyerFashion pageTravel reviewPictorial
Publisher's Note
Africa is indeed the fastest growing economy today. If you are in doubt, just look at all the summits
around the globe to which our leaders are now invited. The million-dollar question however is, “Who will ben-efit from this economic growth?”
Whenever I see Chinese drivers, masons, electricians, petty traders in our countries, I wonder why they are
allowed to do these jobs that should be reserved for local people. A discussion with an African engineer in construction helped me understand how difficult it is to get skilled, versatile local people.
Africa’s economic growth is not just a news element, yet not many seem to be ready to embrace the opportunities. Getting ready implies that we plan accordingly. Will we be ready to embrace the opportunities in 2035?
The youth of Africa represents more than sixty-two percent of the continent’s pop-ulation; 600 million is below the age of 25years. Among this population, how many are being given the right education, technical, vocational, formal or informal train-ing?
How do we get ready? The priority in every single country should be on education. We should all strive to upgrade our knowledge, access information, train to be better than we are today. We should all leverage our talent and energy to create dramatically higher levels of prosperity and equality.
Youth of Rwanda, youth of Africa, there is no need to take the risk of losing one’s life on the shores of different oceans thinking the pastures are greener on the other side. The future is here - in Rwanda, in Africa! Things are changing and the world will actually come here for the same green pastures many think are on the other side.
It is for these reasons that it is crucial we all get involved in preparing ourselves and get ready for the numerous opportunities to come. No day should be wasted. Use each single day to learn something new. Knowledge is power and information is key. Invest in them. Don’t wait for others to bring you that knowledge. We hope the information and knowledge we are offering you in this issue will help you shape your understanding of the businesses environment in Rwanda.
Airtel has been working very hard to get grounded on the Rwandan market and we are extremely happy to share insights from their Managing Director with you.We have also compiled more than 30 articles in English, French and Kinyarwanda so that you can upgrade your skills on matters that will help you become more effi-cient in your work.
Remember that the future of your life, family, community, country and continent depends on what you and I do each single day. Let’s get prepared for tomorrow. The future will only be bright for those who have prepared themselves. Be on that boat - luck is what happens when preparation meets opportunity.
Enjoy the reading
PublisherSandra Idossou: [email protected]
Online Editor:Simon Corden: [email protected]
Design & Layout:Continet Designs Ltd: [email protected]
English Editor:Aryantungyisa Otiti: [email protected]
Kinyarwanda Editor:Gaspard Habarurema: [email protected]
French Editor:Diana Ramarohetra: [email protected]
Marketing Consultants:Jean Paul Uwayezu: +250 788 781 [email protected]
Eva Gara: +250 782 029 803
Bea Umwiza: +250 788 304 226
Photography:[email protected]
Contributors:Rwanda Development Board, Jean-Pierre Lauzier, Diana Ramarohetra, Bralirwa ltd, Thomas Oppong, Jean Pierre Afadhali, Daniel Nzohabonimana, Chaffa Tiburce, Charles Okwalinga, Lorenza Julius Begumisa, Gloria Ilibagiza, Dr. Rachna Pande, Katia Manirakiza, Efua Hagan, Kustom, Denise K. Museminali, Mar-cellin S. Gandonou, Mame Bambi N’diaye, Léandre Nsanzumuhire, Sandra Idossou, Godefroid Gatamba, Bonnie Kim, Serena Hotels, Dr. Christian Ntizimira.
The following organizations supported us in producing this issue:Airtel, Rwandair, Rwanda Civil Aviation authority (RCAA), Bralirwa Ltd., Rwanda Development Board, MTN, Hôtel des Milles Collines by Kempinski, Akag-era Business Group, Af Link, Akagera Aviation.
Disclaimer:The opinions, articles and photos in The Servicemag & The Servicemag On-line do not necessarily reflect those of the editor, publishers or their agents.
While every care is taken to ensure the accuracy in preparing this magazine, The ServiceMag assumes no responsibility in effects risen therefrom and cannot accept responsibility for accidental loss of errors in articles and pictures.
The ServiceMag RwandaTel: +250 788 781 562
email: [email protected]@theservicemag.com
www.theservicemag.com
KNOWLEDGE IS POWER
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Publisher's Note
In the New World, we can allwork together, wherever we are. Introducing MTN Cloud Collaborate. In the New World, ideas don’t tend to keep business hours or borders. So we’re proud to bring you a tool that allows you and your team to collaborate on important documents from any device, anywhere. Join MTN Cloud Services - we make sure your business runs smoother and easier than ever before.
For more information visit https://store.business.mtn.co.rw
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I enjoy the quality and professionalism of your publication. I know you just launched but this magazine is full of promise. Continue the good work!Lucky Man
READERS LETTERS AND FEEDBACK
Please submit your comments and suggestions at [email protected]
Ese mwakunze inyandiko tubagezaho? Turabasaba ngo muduhe ibitekerezo [email protected]
Ikinyamakuru cyanyu turagikunda, kitugezaho inkuru nziza zitwigisha uburyo twakira abakiriya bacu. Mukomereze aho kandi mujye mugerageza mushyiremo inku-ru z’abantu bo hasi baciriritse kuko hari abantu bumvako ari n’ikinyamakuru cyaba-kire gusa.Joseph Musengimana.
Ikinyamakuru cyanyu kiraturyohera cyane ariko twebwe abo mu ntara ntibit-worohera kukibona. Mwazakora kuburyo mukitugezaho mu turere twose cyane cyane hano i Huye?Murakoze.Jean Bosco.
Bonjour, je suis un lecteur de votre magazine et je le trouve très intéressant grâce aux conseils que je trouve dedans, afin d’offrir aux gens un excellent service. Mais pour le moment, il m’est difficile de trouver le dernier numéro. Parfois, dans certains magasins, ils exigent que l’on achète Pourriez-vous m’indiquer où je pourrais le trouver sans aucune condition ?
Bucyensenge Jean De Dieu
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A joint Promotion for RwandAir who fly to all the E. African cit-
ies and Serena Hotels as a brand well placed throughout the region was a joint decision that was made to en-hance the recent decision of a single Tourist Visa for E. African by its mem-ber states.
Serena Hotels saw this as an opportu-nity for the Local operators to increase their knowledge of the region which is why this workshop was planned. It not only created an opportunity to educate the operators of what is in East Africa but also gave them an op-portunity to grow the scope of their businesses by creating packages that include the region and that can only mean that they increase the chances of making more revenue.
Serena Hotels and RwandAir share a great partnership and since most of the E. African Countries have Hotels and Lodges except Burundi which is also in discussion, we can only expect that the regional synergies should be used to complement this initiative.
This event created an opportunity to meet one on one with Serena Sales Managers from different countries in the region, led by Ms Rosemary Mugambi the Regional Sales and Mar-keting Director.
The setting of the workshop includ-ed work stations for Serena Rwanda, Serena Uganda, Serena Kenya, Sere-na Tanzania and Serena Polana and RwandAir - to conduct product pre-sentations and the Sales Managers
NEWS
were available to answer or clarify any enquiries from all participating Trav-el Agents and Tour Operators. The workshop was attended by about 40 operators who were later hosted to a cocktail.
Theogene Twizeyimana the Director of Heza Eco Adventure was the lucky winner of the 2 nights accommoda-tion to any Serena Hotel and tickets provided by RwandAir
Serena Hotels /RwandAir Workshop for Tour Operators and Travel Agents
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Mr. Mikael Gobena General Manager( Commercial) RwandAir, Theogene in the middle and Ms Rosemary Mugambi(right)
Tour/Travel Operators at the cocktail
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TELL US HOW YOU THINK SERVICE CAN BEIMPROVED IN THE PRIVATE SECTOR
TUBWIRE ICYAKORWA KUGIRANGO IMITANGIRE YA ZA SERIVISI IRUSHEHO GUTERA IMBERE MU NZEGO Z’ABIKORERA
BE A CHANGE MAKER!ZANA IMPINDUKA!
BackgroundLast year, the Government put up strategies to be considered in developing an excellent client service culture and providing exemplary customer service in the public sector. To address this critical issue, the Cabinet appointed on June 12th 2013, a task-force called “Efficiency for Citizens” chaired by RDB with a mandate to identify redundant requirements that should be revised or abolished to give better service to citizens. The task force comprised of representatives from Rwanda Development Board (RDB), Rwanda Governance Board (RGB), Ministry of Trade and Industry (MINICOM), Rwanda Natural Resources Authority (RNRA) Ministry of Local Government (MINALOC) and members from the Private Sector Federation (PSF). Some of the objectives of this campaign were to conduct an assessment to identify barriers and obstacles to the delivery of quality customer service as well as inform users of public services of the changes made or barriers removed in the delivery of services. In order to review government processes and procedures, data was collected through promotion and advertising techniques by engaging some these government institutions. The campaign covered 69 government institutions after which the recommendations of the taskforce were submitted for consideration by cabinet on 14th May 2014. The task-force was also required to communicate the resolutions of the cabinet to concerned institutions in order to map out with them their mode of implementation and timeline.
AchievementsRwanda has made some achievements in improving customer service in the recent past. All data collection was completed in the public sector and its reforms are now under implementation by concerned institutions having been endorsed by the Cabinet. It was recommended that the general reforms be incorporated in performance contracts (Imihigo) for each responsible institution as well as evaluate the initiative on an annual basis. Government institutions were requested to create an informational sharing portal by adding a segment called “Frequently Asked Questions” section to each government website on the services they offered. However, in order to improve quality in services, it is important to strike the right balance between the techniques and methods for improving processes and systems. In this regard, people who receive services are meant to play a significant role. This is why the government has incorporated the theme “Noza Serivisi” in the private sector as a problem-solving community platform with similar objectives. This is because excessive processes which exist in some entities are known to hinder national development. About Noza Serivisi in the private sector This is platform providing quick data exchange mechanisms for citizens to effectively contribute their ideas on removing barriers to service delivery in the private sector. It involves the use of mobile phones where you send short messages by dialing *788# as well as Email, Facebook and Twitter. Redundant processes, most of which are perpetuated by poor service delivery, stifle citizen productivity thereby retarding the general development of the country. Getting rid of these barriers and unnecessary processes will help service providers to give better service. That is why your thoughts as a person who receives a service are helpful as they can be fully utilized by service providers to improve on their work.
Your ideas are important so that this revamped campaign achieves its targets. Tell us how you think service can be improved in the private sector.
Amavu n’amavuko y’iyi gahunda Mu mwaka ushize, Guverinoma y’u Rwanda yashyizeho ingamba zigomba gushingirwaho mu rwego rwo kwimakaza umuco wo gutanga serivisi nziza no kuba intangarugero mu gutanga serivisi zinoze mu nzego za Leta. Kugira ngo iyo ntego igerweho, Inama y’Abaminisitiri yo ku wa 12 Kamena 2013 yashyizeho itsinda ryiswe “Noza Serivisi”. Iryo tsinda rikuriwe na RDB rikaba rifite inshingano yo kureba ibyo abaturage basabwa bitari ngombwa mbere yo guhabwa serivisi bityo bigasubirwamo bikanozwa cyangwa bigakurwaho kugira ngo abaturage barusheho guhabwa serivisi nziza. Iryo tsinda kandi rigizwe n’abahagarariye Ikigo cy’Igihugu Gishinzwe Iterambere (RDB), Ikigo cy’Igihugu Gishinzwe Imiyoborere (RGB), Minisiteri y’Ubucuruzi n’Inganda (MINICOM), Ikigo Gishinzwe Umutungo Kamere mu Rwanda (RNRA), Minisiteri y’Ubutegetsi bw’Igihugu (MINALOC) na bamwe mu bagize Urugaga rw’Abikorera mu Rwanda (PSF). Muri zimwe mu ntego icyo gikorwa cy’ubukangurambaga kigamije harimo gukora isuzuma rigamije kugaragaza inzitizi n’imbogamizi zibangamira imitangire ya serivisi nziza no kumenyesha abahabwa serivisi mu bigo bya Leta ibyahindutse mu mitangire ya serivisi bahabwa cyangwa inzitizi zakuweho mu mitangire y’izo serivisi. Kugira ngo hasuzumwe uburyo n’inzira bikoreshwa mu mitangire ya serivisi zitangwa n’ibigo bya Leta, habayeho igikorwa cyo gukusanya amakuru hifashishijwe tekiniki zo kwamamaza hanifashishwa ibigo bya Leta. Icyo gikorwa cy’ubukangurambaga cyakozwe mu bigo bya Leta 69 noneho imyanzuro y’iryo tsinda yemezwa n’ Inama y’Abaminisitiri yo ku wa 14 Gicurasi 2014 kugira ngo ishyirwe mu bikorwa. Iryo tsinda rifite inshingano yo kumenyesha inzego bireba iyo myanzuro hagamijwe kurebera hamwe na zo uburyo zashyira mu bikorwa ibyo byemezo ndetse zikiha n’ingengabihe yo kubishyira mu bikorwa.
IbyagezwehoMu myaka ishize byagaragayeko u Rwanda rwashoboye gutera intambwe mu kunoza imitangire ya serivisi. Amakuru yose yarangije gukusanywa mu bigo bya Leta kandi muri iki gihe inzego bireba ziri gushyira mu bikorwa impinduka mu bigo bya Leta nk’uko byemejwe n’Inama y’Abaminisitiri. Hifujweko buri kigo bireba cyakwinjiza izo mpinduka mu mihigo (performance contracts) kandi buri mwaka hakanabaho igikorwa cyo gusuzuma iyo gahunda. Buri kigo cya Leta cyasabwe gushyiraho umuyoboro w’ihanahanamakuru gishyira ku rubuga rwacyo rwa interineti umwanya ugenewe “Ibibazo abantu bakunda kwibaza” kuri serivisi zitangwa. Nyamara ariko, kugira ngo serivisi zitangwa zirusheho kunozwa ni ngombwa no kureba tekiniki n’uburyo byakoreshwa kugira ngo uburyo busanzwe bukoreshwa burusheho kunozwa. Ni yo mpamvu abahabwa serivisi na bo basabwa kugira uruhare rugaragara. Ni muri urwo rwego Guverinoma yashyizeho insanganyamatsiko igira iti, “Noza Serivisi” igenewe urwego rw’abikorera igamije gukemura ibibazo bigaragara mu itangwa rya serivisi mu bikorera hifashishijwe guha urubuga abaturage bagatanga ibitekerezo mu gukemura ibibazo byavuzwe hejuru. Impamvu ni uko inzira ndende kandi zitari ngombwa umuntu abanza gucamo kugira ngo ahabwe serivisi zikigaragara mu bigo bimwe na bimwe zigira uruhare mu kudindiza iterambere ry’igihugu.
Tumenye gahunda yiswe “Noza serivisi” igenewe urwego rw’abikoreraIyi gahunda ni urubuga abaturage bifashisha mu gutanga amakuru ku buryo bwihuse bityo bagashobora gutanga ibitekerezo byafasha mu gukuraho inzitizi zigaragara mu mitangire ya serivisi mu bikorera. Baba bashobora gukoresha telefoni zigendanwa bakaba bakohereza ubutumwa bugufi bahamagara *788# cyangwa bakohereza email, Facebook na Twitter. Inzira ndende kandi zitari ngombwa umuntu abanza gucamo kugira ngo ahabwe serivisi usanga ari zo zituma hakomeza kubaho imitangire mibi ya serivisi bityo bigatuma abaturage badatanga umusaruro uko bikwiye maze iterambere ry’igihugu rikahadindirira. Ikurwaho ry’izo nzitizi n’izo nzira ndende zitari ngombwa umuntu acamo kugira ngo ahabwe serivisi bizafasha abatanga serivisi kurushaho gutanga serivisi zinoze. Ni yo mpamvu ibitekerezo bitanzwe n’uhabwa serivisi ari ingenzi cyane kuko abatanga serivisi bashobora kubyifashisha kugira ngo bashobore kunoza serivisi batanga.
Ibitekerezo byanyu ni byo tugomba gushingiraho kugira ngo intego z’iyi gahunda ya NozaSerivisi nshya zishobore kugerwaho. Ngaho rero mutubwire icyakorwa kugirango imitangire ya za serivisi irusheho gutera imbere mu nzego z’abikorera.
[email protected]#NozaSerivisi @nozaserivisi *788#
REPUBULIKA Y’U RWANDAREPUBULIKA Y’U RWANDANoza Serivisi Noza SerivisiNEWS
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Legacy of hospitality
+250 788192000 | [email protected] | www.millecollines.net
European Traditions
Enjoy fascinating views from the top of Kigali and remarkable hospitality at the legendary hotel of Rwanda. Indulge yourself in culinary experiences from casual to fine dining, from international to signature dishes, accompanied by entertaining live music.
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BRALIRWA Ltd commissions new soft drinks line.
Boosts production more than 50%
“It is our pleasure that we unveil this investment which will allow us to improve our capacity to meet the growing demand and satisfy our consumers with high quality products.”
Part of the Company
The manual era is softly taking leave in almost every sector of the economy as industry captains make efforts to mechanize and automate production processes.
As leaders in the beverage market, BRALIRWA stamped their commitment to fostering industry development when they undertook an investment of 25million Euro for constructing a new state of the art soft drinks line at the Kigali based plant, replacing the over 40 year old one that the brewery has used since acquiring license to produce soft drinks from Coca-Cola in 1974.
The plant which was commissioned on June 25th by Rwanda’s Prime Minister Rt. Hon. Pierre Damien Habumuremyi had been in operation since the beginning of 2014.
The bottling line presents a very significant advance in automated beverage manufacturing in Rwanda considering that it is fully built with supporting utilities including water purification system, carbon dioxide that is used to preserve the soft drinks, power generation, and waste water treatment.
According to Jonathan Hall BRALIRWA’s Managing Director, the investment made by Heineken NV and its partner Coca Cola is a sign of the confidence exhibited for Rwanda’s consumer market and the country’s economic climate now and in the years ahead.
In light of the confidence, BRALIRWA’s new automated soft drinks line will at the onset serve to boost the plant’s capacity. Management confirms that with the facility, the company will now produce in the region of 826,000 hectoliters (hl) from 509,000hl capacity the replaced line had. This implies an approximately 52 percent increase in the plant’s production capacity.
“It is our pleasure that we unveil this investment which will allow us to improve our capacity to meet the growing demand and satisfy our consumers with high quality products.” Mr. Hall affirmed during the commissioning of the bottling line. Evidently, the new line is a great change from the former considering that at almost every stage of the production process people were
formerly needed to support the machinery. This not only reduced the productivity of the system but also could jeopardize quality; which was only countered by continued quality assessments and assurance procedures that the factory had to be undertaking regularly.
But with the new line in place, human intervention in the process of production will only be limited to feeding the computerized system that runs the bottling line with commands while the rest of the course will be run by the facility automatically. From mixing the ingredients of the drinks, packing and sealing them, packaging them into crates, up to organizing the products ready for storage or transportation.
The process greatly redeems the company from the room for error that human intervention in production creates.
While commissioning the new line, Minister Habumuremyi recalled the unequalled role such investments play in Rwanda’s development reiterating that technology is the enabling trolley that will take Rwanda’s manufacturing industry to the higher level necessary for the sector to impact the country’s development as is expected.
“We are very delighted by BRALIRWA’s continued investment in upgrading their operations in Rwanda which reflects very positively on Rwanda’s economic environment and this bottling line we are launching today is a sign of the forward looking nature of this company,” Habumuremyi noted.
Investments that make positive impact
From using a manual system in the production process, employees working on BRALIRWA’s new soft drinks line are now operating a state of the art bottling line which utilizes the latest technology available on the global beverage industry. The upgrade thus not only benefited the manufacturer by increasing the production capacity but also fostered an upgrade in employee skills capacity thus improving the value of the individuals involved in the production process. Production staff at the plant benefited from
training in operating the modern equipment and technology from their European counterparts who had used similar machinery before. This directly approves their competitive on the international job market, which equally reiterates BRALIRWA’s commitment to improving the quality of the communities it gets involved with, starting with the company’s employees.
Besides the investment in the soft drinks line at the Kigali based plant, BRALIRWA has in the recent past ambitiously invested in upgrading its beer plant in Rwanda’s Rubavu district, erected new and bigger fermentation tanks at the plant to boost production, efforts that are estimated to have seen the plant inject over US$40 million in a period of two years. Besides the investments in plant machinery, the company in partnership with MINIMEX a leading Rwandan maize milling factory invested in a large scale maize plantation, BRAMIN, situated in Ndego sector of Kayonza District in Rwanda’s Eastern Province.
The plantation which uses the latest technology of mechanized agriculture was created in efforts to lower the costs of production for both companies through allowing increased local sourcing of maize which is a major raw material for their production.
Correlatively, all the investments made by BRALIRWA in the past have been aimed at increasing the brewery’s production capacity. This is aimed at satisfying the growing consumer needs in the local market but at the same time give it the confidence to ambitiously take its products to regional markets.
NEWS
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1. HANDCRAFTS - STAR LEATHER COMPANY
2. HOSPITALITY - SKOL BREWERY Ltd
3. RETAIL AND DISTRIBUTIONA: Rwandan Exhibitors - SIMBA SUPER MARKETB: Foreign Exhibitors - MOVIT PRODUCT Ltd
4. AGRI - BUSINESS - SG ENTREPRISE URWIBUTSO
5. MANUFACTURING AND EQUIPMENT - PETROCOM
6. BEST FOREIGN COUNTRY EXHIBITOR 3rd Best Country: PAKISTAN 2nd Best Country: KENYA Best Country: EGYPT
7. ICT - MTN RWANDACELL
8. BEST CUSTOMER CARE - AIRTEL RWANDA
9. BEST INNOVATIVE EXHIBITOR - Tele 10 Group
10. FINANCIAL SERVICES10.1. INSURANCE / SOCIAL SERVICES - UAP INSURANCE10.2. BANKS - BANK OF KIGALI
11. BEST OVERALL EXHIBITOR 3rd Overall: MADE IN KIGALI 2nd Overall: TIGO Best Overall: BRALIRWA Ltd
EXPO 2014 BEST
AWARDSEXHIBITORS
NEWS
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Byanditswe na Jean-Pierre Lauzier
Kugira ngo ibyo ucuruza byiyongere kandi n’umubare w’abakiriya wiyongere hari ibintu bitandukanye ugomba gukora. Ushobora kwamamaza ubucuruzi
bwawe mu binyamakuru bitandukanye cyangwa ugakore-sha telefoni mu gukurura abandi bakiriya, ukitabira ibikor-wa bituma umenyana n’abantu, ugashyira ikigo cyawe cy’ubucuruzi kuri interineti, ukagaragara ku mbuga nko-ranyambaga n’ibindi. Ariko igifite agaciro kurusha ibindi ni ukuba umukiriya ashobora kurangira undi ibyo ucuruza.
ye ko amaze igihe akorana na we ubucuruzi akaguhamiriza ko nta gihe atanyuzwe n’ibyo yamugurishije ? Birumvikana ko igisubizo watanga ari yego.
Kugira ngo abakiriya bakwamamaze si ngombwa kugira icyo ubasaba ahubwo wowe urabaha. Noneho kuva ubwo ugomba kumenya uburyo butandukanye ufashamo aba-kiriya bawe ubagezaho ibintu bitandukanye bakeneye kan-di ukamusigira akantu azakwibukiraho. Bityo rero aba ari ambasaderi wawe mu bihe byose.Bon référencement! Ugomba kugira abakuvuga neza ! TSM
Uwanditse iyi nkuru ni impuguke ikoresha inama, ihugura, ikanatanga ubujyanama bushingiye ku bunararibonye muri JPL Commucations.
www.jeanpierrelauzier.com
Iyo uhuye n’umukiriya warangiwe ibyo ucuruza n’umwe mu bakiriya bawe usanganywe uba ufite amahirwe men-shi y’uko adataha ataguze. Kubera iki bigenda gutyo ? Ni ukubera ko umukiriya usanganywe azi neza kukurusha wa muntu ushobora kukuviramo umukiriya, bityo rero ashob-ora kumwumvisha ibintu vuba kukurusha ndetse no kuba amufitiye icyizere na byo ni akarusho. Ikindi kandi ni uko iyo umuntu akoherereje umukiriya ntibivuga ko aba ag-amije kugufasha mbere na mbere ahubwo ni ukugira ngo afashe umukiriya mushya kugira ngo na we agerweho n’ib-yiza waguze ku mucuruzi usanzwe ugurira.
Umukiriya usanganywe ni ambasaderi wawe bityo rero us-abwe kumuha agaciro umuha serivisi nziza cyane. Na we iyo abonye umwanya aratira abandi ubucuruzi bwawe akabikorana ibakwe ndetse n’icyizere cyinshi. Nawe kandi ni ko bigenda, ese nturushaho kugira icyizere iyo hari incuti ikurangiye aho ugurira ibyo wifuza ?iyo akubwi-
CUSTOMER SERVICE
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Byanditswe na Jean-Pierre Lauzier
Umubare w’ibyo ucuruza wi-yongera hakurikijwe uburyo ukorana n’abakiriya bawe
kuko bafata umwanya bagasobanukir-wa neza inyungu bakura mu kuku-gurira. Bityo rero kugendera ku giciro washyizeho biragabanuka ku ruhande rw’umuguzi mu gufata icyemezo cyo guhahira iwawe.
Imikoranire myiza ufitanye n’umukiri-ya iguteza imbere, ugashingira ku bushake ku buryo wowe n’umukiriya wawe mubyungukiramo mugahahira-na. Ikiba kigamijwe ni ugufasha buri ruhande kugera ku ntego zarwo no ku byifuzo byarwo, kugaragaza isura nzi-za n’ibindi. Impande zombi zigomba kubyungukiramo.
Ese urifuza guteza imbere uwo muba-no uri hagati yawe n’abakiriya ? ndum-va igisubizo ari yego kuko inyungu zirimo zumvikana rwose. Ikigoye cy-ane ni ukubishyira mu bikorwa. Dore zimwe mu ngingo zagufasha gushy-iraho umubano hagati y’umucuruzi n’umukiriya.
ku bucuti kugira ngo bahorane aba-kiriya babo. Nyamara ni ngombwa ko umucuruzi afasha umuguzi kugura icyo yifuza n’uko acyifuza. 2. Ugomba guharanira ko umukiriya agera ku cyo agamije. Ugomba gushy-ira imbere iterambere ry’umukiriya wawe. Ntugomba rero guharanira inyungu zawe gusa, ugomba gute-kereza mbere na mbere ku byo abandi bakeneye. Birumvikana ko ushobora kwigira nyoni nyinshi ukerekana ko ushishikajwe n’inyungu z’umukiriya ariko bitakurimo, iryo kinamico nta-ho ryakugeza.Ugomba kugira umuti-ma uzirikana abandi kuko bizakugeza kuri byinshi.
3. Kumenya ibyo umukiriya akeneye n’ibibazo afite. Bityo rero, ugomba kumutega amatwi cyane ukamuvugi-sha make. Ugomba kongera ubuhanga bwo gutega amatwi no kwishyira mu mwanya we kugira ngo umenye aho ahagaze, uko ariho n’ibibazo afite n’ib-indi. Iyo ibyo byose utabizi ku buryo
menyi kugira ngo n’abantu barusheho kumva ko hari icyo wabamarira.Ubuhanga ni ubumenyi tekiniki uba ufite ku byo ukora cyangwa ucuru-za, ndetse no mu gushaka amasoko yabyo. Ikindi ni ukumenya imiterere y’umukiriya kugira ngo umushakira « ibisubizo by’ibibazo afite ku buryo buhanitse bw’inyongeragaciro. »
5. Kunoza ibyo ukora na serivisi utan-ga ni bibe umuco mu bacuruzi. Iyo usesenguye ibyo mwaguraga hashize imyaka 20, murabona ko bimwe na bimwe byateye imbere (imodoka, tele-viziyo n’ibindi.) hari n’ibitabagaho (interineti, urubuga nkoranyambaga rwa facebook n’ibindi.) hari ibindi bitakibaho (K7, imashini bandikisha intoki n’ibindi.) Ibicuruzwa, uburyo ucuruza n’ibindi bigira igihe bimara bigacika. Ugomba gukora ku buryo ibihe bitagusiga. Ugomba kuva mu mudamararo ukiga gufata ingamba zikakaye.
Ni yo waba udafitanye ubucuti bu-komeye n’umukiriya wawe ntabwo akugurira atashishoje. Ugomba kumu-ha ibintu byujuje ubuziranenge, bifite agaciro kiyongereyeho, ukamugurusha ibintu uhora unoza bityo umubano hagati yawe n’umukiriya ukarusha-ho kuba nta makemwa. Iyo ubigenje utyo umukiriya azagaruka bwa kabiri cyangwa bwa gatatu kuko akubonamo ko muzakorana neza. Uwo mubano ni wo twita nta makemwa! TSM
Ibi byanditswe n’umuhanga ukoresha inama zikomeye akaba umwarimu uhu-gura n’impuguke itanga inama muri JPL communications.
www.jeanpierrelauzier.com
1. Guteza imbere imikoranire myiza. Ugomba gukora ku buryo umukiri-ya wawe atakubura igihe agukeneye nk’uko bigenda ku ncuti zawe. Kugira umutima wa kimuntu n’indangaga-ciro ni ryo shingiro rigenga umubano ushingiye ku kugurisha no guhaha. Ikibabaje usanga abenshi bibanda
bwimbitse, ese wamufasha ute, washy-ikirana ute na we?
4. Kongera ubuhanga. Umukiriya aba ashaka kuvugana n’impuguke iba yumva ibye neza. Ese ugeze ku ruhe rwego rw’impuguke ? niba utabizi urasabwa kongera ubuhanga n’ubu-
Byanditswe na Jean-Pierre Lauzier
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CUSTOMER SERVICE
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CUSTOMER SERVICE PHILOSOPHY By Bonnie Kim
“Our philosophy of customer service is “Whatever it takes”. That means we’ll do whatever it takes to satisfy a cus-tomer within all human reason.” Ber-nie Marcus & Arthur Blank, Founders of Home Depot, authors of ‘Built From Scratch’.
Every business must have a philos-ophy that defines what it is willing
to do to retain and win new custom-ers. A philosophy that defines who your current customer is and what their needs are. What are you doing to exceed their expectations? How much are you willing to spend on the spot to solve a customer complaint and turn it into a compliment? In your strate-gic plan define your future customers. You must define the amount of “What it takes” in your organization for your employees to retain that complaining customer.
I was reading the book by Rachel Bridge, How to Make a Million be-
fore Lunch about Stena Line company which runs ferries between Scotland and Ireland carrying 17.3 million pas-sengers a year. They decided to take a radical approach to dealing with complaining customers. The compa-ny gave all its five hundred employ-ees power to give away up to £1,000 on the spot to compensate customers who were not happy with the service they rendered.
Alan Gordon the company spokes-man says, “We now work on a system of “fix it, plus one” if a meal is cold for example, we will replace the meal and also give dessert. We respond to all correspondence from customers within two days, and if it something particularly bad then we will phone them. As a result the whole culture of the company has changed. In 1999 we had four complaints for every one compliment that we received. Now we get one compliment for every com-plaint”.
For every complaining customer know there are others who experi-enced the same problem but did not get enough courage to put in their
complaint. Remember there is only one boss for your business and it is the customer. The philosophy for every organization must be defined and ro-tate around the customers’ needs and not management. Always put the cus-tomer’s interests first.
It is more affordable to retain your current customer than to win new customers. As an organization you should come up with ways to build loyalty among your clients for repet-itive business. You cannot afford to lose a customer today because one can walk away with more than ten thou-sand. The customer might post it on Twitter, Youtube, Facebook or Insta-gram; the potential damage of any-thing online might do more harm to a business than any nuclear bomb.
Have leaders who can connect face to face with customers. When build-ing a culture, business leaders must be on the frontline to implement the philosophy. Businesses that have leaders who are accessible to custom-ers tend to do more than three times better than the ones which dont. Cus-tomers feel more loyal to businesses which they have face to face conver-sation with the leaders. Have leaders who are accessible and are devoted to serve customers. Above all treat your employees the way you want them to treat your customers.
Bonnie Kim
Corporate Trainer & International Mo-tivational Speaker
Twitter: @BonnieKimAuthor
Phone: +254720631212
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CUSTOMER SERVICE
15www.akageraaviation.com
Vantage PointExperience the region from our point of view
Charter - Pilot Training - Hire & Fly Excursions Helicopter Sales & Maintenance
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CUSTOMER SERVICE
Les enjeux d’un bon accueil et d’une bonne relation clientPar Godefroid Gatamba
Vos principaux actifsLa clientèle et les hommes sont les principaux actifs dans une entreprise. Dans certaines activités, ce sont les commerciaux qui priment puisqu’ils tiennent la clientèle. Pour d’autres activités, l’entreprise n’est pas dépen-dante de ses commerciaux mais de ses clients.
La volatilité de la clientèleDu fait de l’accroissement de la con-currence, la clientèle devient de plus en plus volatile. Les effets d’une mau-vaise relation client sont dévasta-teurs. Un client mécontent parle de sa mésaventure à 7 à 10personnes. Un client satisfait ne parle qu’à 2 ou 3 per-sonnes.
La prescription par vos clientsLa prescription par des clients ex-istants est le meilleur moyen pour ac-quérirde nouveaux clients mais elle se heu-rte toujours à une crainte bien com-préhensible. Si vous n’accueillez pas correctement vos clients, si vos rela-tions avec eux ne sont pas les meil-leurs possibles, vous ne serez jamais recommandé par vos clients.
Le coût d’acquisition de nouveaux cli-entsLe coût d’acquisition est bien supérieur au coût de maintien des cli-ents existants. Suivant les activités, la proportion varie de 1 à 5 ou 10 ! De bonnes relations avec la clientèle et une qualité de service irréprochable permettent de fidéliser les clients et de pérenniser à long terme l’entreprise.
L’oubli du prixComprenez bien que l’accueil, la rela-tion client, la qualité de produits et/ou services font oublier le prix, l’un des éléments déterminants de l’acte d’ach-at. Par un bon accueil et une bonne re-lation, rassurez le client dans son acte d’achat et le prix devient secondaire.TSM
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Today’s diners and drinkers are getting ever so savvy. No longer
is it enough to draw them in with the promise of good food or great drinks at competitive prices. As a restaurant owner, you must now sell your service as an entire experience.
Restaurants and bars have always been considered social gathering spots as much as they are viewed as eateries, yet many restaurant and bar owners still view themselves just as restaura-teurs. Nearly 75% of the customers who go to restaurants say that the chance to socialize with family and friends rather than worry about cook-ing and cleaning up after a meal is the main reason they go out to eat.If you own a restaurant, here are a few points to help you sell an experience to your clients.
1. Develop Your BrandWhen people hear the name of your restaurant or bar, what comes to their minds? If the answer is nothing, then you have failed at selling your brand to your community. The big-name na-tional restaurant chains rely primarily on brand-name recognition to attract new customers. Yet that is often all that they have to offer.
tions had inside of your establishment. If you haven’t already, you definite-ly need to look into establishing the following social media resources: A Facebook page, A Twitter handle, A LinkedIn profile, A Yelp page.
Setting these tools up isn’t enough; they need to be used constantly to of-fer promotions or advertise specials. If you don’t have the time to dedicate to a social media campaign, consider hir-ing a dedicated employee for this task.
Make sure you know what customers really want. If you’re not looking to sell yourself and your dining experi-ence as much as you sell the quality of your food, you risk losing touch with your customer base.
By simply refocusing your efforts to-wards a more comprehensive market-ing strategy, you’ll start to see not just new customers coming through your doors, but current customers more willing to stay thanks to the kinship they feel from your promotional ef-forts. TSM
The author is the founder of @Alltop-startups
www.alltopstartups.com
You, on the other hand, have the ad-vantage in that your brand brings with it uniqueness. Sell the idea that yours is the only establishment in the world where customers can enjoy a certain dish or drink or where they’ll be treat-ed to a particular service aspect. Pretty soon, you’ll notice that your restaurant or bar becomes known as “the place to go for…..” That kind of name recogni-tion is priceless.
2. Embrace Online MarketingTo ignore the impact that the Inter-net can have on your restaurant or bar is to ignore an entire demographic of virtual customers. Nearly 43% or con-sumers say that they’ve ordered food online in the past.
Even if you’re not in the position to offer delivery service, allowing cus-tomers a glimpse at your menu online will at the very least familiarize them with what you have to offer. You might also see an increase in the number of takeout orders from those customers wanting to dine but not wanting to wait for service.
Yet your internet marketing efforts should notbe limited to just your website. Social media platforms offer you a level of online interaction with your customers that could potentially be more powerful than any conversa-
By Thomas Oppong
SALES AND MARKETING
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Abaguzi bifuza ibirenze kuko baba bafite amahitamo menshi. Umuke-ba wawe mu bucuruzi aba arekereje ategereje kuririra ku ntege nke zawe. Kandi n’abakiriya barabizi. Ugomba gukurikirana uko izina ryawe rirushaho kumenyekana kugira ngo witegura kujyana na ryo
Abakiriya bawe bazavuga izina ryawe ry’ubucuruzi bitaye cyangwa bati-taye ku bibazo ufite kandi bashobora no kubabazwa cyangwa bakarakaz-wa n’ibyo babonye. Kubaha igisubi-zo kimwe gusa cyangwa kudasubiza ikibazo kimwe ku bijyanye n’ib-yo ucuruza cyangwa serivisi utanga bishobora kwangiza izina ryawe bu-rundu.
Ikibazo cyangwa iyo habayeho kwi-jujuta ntihagire igisubirizwa kuri za mbuga nkoranyambaga biba bishob-ora kwangiza izina ry’ubucuruzi mu-koresha mu kigo cyanyu kandi biga-komeretsa abagombaga kuzababera abakiriya. TSM
Uwabyanditse yashinze @Alltopstartupswww.alltopstartups.com
Gushakira izina ibyo ucuruza cy-angwa serivisi utanga byaba kuri
interineti cyangwa bitaba kuri interi-neti. Ubucuruzi bukorerwa kuri inter-ineti bugomba kurusha ubudakoresha interineti kandi ubudakorerwa kuri interineti ntibugomba kwirengagiza umubare munini w’abakiriya bakuru-rwa na interineti.
Apple ishobora gutinyuka kugurisha telefoni atari uko bafite ba enjeniyeri bahambaye mu gukora telefoni; dore ko buri mukeba wabo mu bucuruzi ashobora na we gukora telefoni. Usan-ga abantu bakunda kugura ibicuruzwa bya Apple kubera izina ry’ubucuruzi gusa.
Ese abakiriya bawe bose bashobora kuvuga rumwe ku izina ry’ubucuruzi? Ese bashobora ugura ibicuruzwa byawe bashingiye ku cyerekezo mwi-mirije imbere? Hari uburyo bwo guhimba izina ry’ubucuruzi abakuri-ye iyamamazabucuruzi bose bagomba kumenya:
1. Ugomba gushora mu ishyirwaho n’igaragazwa ry’izina ry’ubucuruzi bwawe
Kubaka izina ry’ubucuruzi rimwe ru-kumbi, rifite imbaraga bifata igihe no guhozaho. Ntibitangira ngo bihite birangirira aho. Ugomba gukoresha cyane imiyoboro, ibiganiro, inama, imbuga nkoranyambaga mu kwama-maza ibikorwa byawe nka (LinkedIn, Twitter na Facebook).
Ukuri koroshye muri ibyo ni uko iyo ushyize mu bikorwa ingamba zo kuba-ka izina ry’ubucuruzi ugomba gushy-iraho ikimenyetso kizahora kigaraga-za izina rya sosiyete yawe y’ubucuruzi. Amazina y’ubucuruzi yamamaye nka Coca Cola, Nike, Adidas, google n’an-di agaragara kuri interineti hose ahari abo bakeka ko bababera abakiriya. Guhanga udushya, gukorera ku gihe, no gukora neza bigomba kuba mu by’ingenzi wakwitaho
Guhanga udushya ni ingamba nzi-za ariko usanga amasosiyete men-shi y’ubucuruzi atabikora. Ndetse n’amasosiyete yahiriwe usanga ati-hatira guhanga udushya ndetse ntana-garagaze igihe azatangiza ku muga-ragaro ibyo yahanze. Ibyo wabibaza Blackberry na Nokia.
Byanditswe na Thomas Oppong
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SALES & MARKETING
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Abakiriya baba bafite ibintu bitan-dukanye bashobora guhitamo kugura. Akazi kawe nk’umuhanga mu gusha-ka amasoko ni ukwandika ubutumwa butandukanye n’ubw’abandi basanzwe batanga.
Ibi ni ibintu bitanu bishobora kugu-fasha :
1. Abamamazabicuruzwa batangira bafite intego zumvikana Ese wifuza kugera kuki mu iyama-maza ukora? Ese iyamamazabucuruzi ryawe rigamije iki? Bamwe mu bam-amazabucuruzi bagerageza guhindu-ra abashyitsi mo abaguzi. Iyo uma-ze kumenya icyo ushaka, ushobora guteganya gahunda uzagenderaho mu kugera ku ntego zawe.
2. Bibanda ku miyobora yo gucuruza ishobora gutanga umusaruroUgomba kwirinda kuvangavanga uburyo bwose bw’iyamamazabicuruz-wa. Hari inzira nyinshi, ibikoresho n’uburyo ushobora gukoresha mu gutanga ubutumwa bwamamaza ibi-curuzwa.
Usanga ari ibisanzwe ko umuntu yirukira gushyira ubutumwa kuri in-terineti, akandika kuri twita, ukandi-ka ubutumwa bunyaruka, kuganirira kuri interineti n’ubundi buryo bwo kwamamaza bunyujijwe mu miyob-
oro myinshi ishoboka. Ugomba gufata umuyoboro umwe cyangwa ibiri aho umukiriya ushaka gukurura aherereye ndetse ugakora n’ubutumwa bukwiye wahageza. Hafi 50% by’abatangira ubucuruzi bananirwa batararangiza umwaka, ugomba kumenya neza ko ibyo ukora ari byo guhera ugitangira.
3. Abahanga mu kwamamaza ib-icuruzwa bategura ubutumwa bwumvikana kandi burasa ku ntegoUgomba gutanga ubutumwa burasa ku ntego kandi busobanutse. Aban-tu benshi uzasanga bibagora kubona agashya mu byo bacuruza niba ubu-tumwa bwawe budasobanutse. Icy’in-genzi si agakino k’iyamamaza ahubwo ni icyo umukiriya azakura mu byo umuhamagarira kugura cyangwa se ikibazo igicuruzwa cyawe gikemura.
4. Batanga ubutumwa bufatika kan-di bufite agaciroNiba ushaka amagambo ukoresha mu gukurura abakiriya, ugomba gufata umwanya ugahimba amagambo ato-moye akoreshwa mu kwamamaza ib-icuruzwa. Izo nteruro zamamaza ushobora kuz-isanga ku bitabo biri kuri interineti, ku mpapuro cyangwa ku nyandiko ngufi abantu bandikirana bashyikirana kuri interineti hariho ubutumwa bwize-za abakiriya ko bazajya babagezaho amakuru ku bicuruzwa byawe buri cyumweru.
5. Abahanga mu kwamamaza batan-ga ubutumwa buvuga ukuri kandi bureshya abakiriyaGutanga ubutumwa bwinshi mu kwamamaza ntaho bihuriye no gu-koresha amagambo y’ingenzi meza aguhuza n’abakiriya. Niba icyo ute-kereza buri gihe ari ukugurisha gusa, urumva igikorwa gusa ni ukoherere-za abakiriya ubutumwa kuri imeyiri bwamamaza ibicuruzwa bwawe gusa. Uzi igikurikira? Ni uko iyo batangiye gutekereza ko utabitaho ko wirebera gusa igicuruzwa cyawe, icyo gihe ba-zagutera umugongo. Mbere yo gu-curuza ugomba kubanza kumenyana n’abantu. Ariko se ibyo bikorwa bite? Ushobora gutangira ubasobanuri-ra uko watangiye urugendo rwawe mu bucuruzi. Utangira uvuga ukuntu watangiriye ku tuntu duto duto mbese wicishije. Kuko iyo ubikoze wicishi-je bugufi ibyo ni byo abantu bahora bibuka. Ubutumwa utanga buba bu-gomba kugaragaza ko wumva neza abashobora kuba abakiriya bawe, ko wumva ibibazo byabo cyangwa ibyo bakeneye kandi ukerekana n’ukuntu wabafasha! Ubabwira iki rero! TSM
The author is the founder of @Alltop-startups ibi byanditswe n’uwashinze @Alltopstartupswww.alltopstartups.com
Ibintu bitanu abahanga mu gushaka amasoko bakora ku buryo budasanzwe
kugira ngo bagere ku ntego zabo.Byanditswe na Thomas Oppong
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SALES & MARKETING
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Un soir à l’aéroport, une brochure m’attire “You can now order
online”. Le concept est simple, vous choisissez votre restaurant et ils vous livrent en 1h. J’avoue que ce genre de service m’éviterait de m’énerver contre la serveuse toujours très dy-namique.
Piquée de curioisité, je décide de tenter l’aventure. Sur la brochure, la procédure est expliquée le plus sim-plement du monde: 1 – aller sur le site www.hellofood.com2 – sélectionner votre restaurant et commander 3 – nous vous livrons Ou commander sur le 0722 553 338. Je tente le telephone.
20h35 “Bonsoir, c’est Hello Food? - Oui, c’est Hello Food. - Je voudrais commander s’il vous plait? - Sorry, do you speak English? me demande la dame de manière con-viviale et assez désolé. Encore une fois, la langue est un challenge. - Yes, I want to order one pizza from
White Horse: 4 fromages. - Euh Fromage… (la langue ne joue décidément pas en ma faveur mais elle semble comprendre.) - Yes 4 fromages. - Sorry, do you have internet? Then you can order online. ( Je pense qu’il lui sera plus simple de comprendre ma commande sur internet qu’au telephone) Je vais donc sur le site et en moins de 2 minutes, je passe ma commande. Coût: 5.700frw la pizza + 1.000frw de frais de livraison.
20h41 “Hi Diana, It is Hello Food, I re-ceived your order. You will receive it after 1hour. - Ooh thank you. But is it possible to have it less than 1h? - It will depend of the restaurant. Let me check with them and I get back to you.
20h44: “Hi Diana, they said that it will take 35minutes but is it a problem if you deliver after 46min?- No, it is fine. (Attends si elle re-
specte les délais ce serait top. En plus, elle le demande gentiment) - Thank you. Where is your place? I will call you when you will reach.”
20h51 “Sorry, White Horse charged 500frw for packaging to take away. You maintain your order? - Yes, don’t worry.- Thanks a lot Diana.”
21h21 La pizza est livrée comme promis … 46minutes après. Et … encore chaude. Coût : 6.200 frw. La facture du White Horse me prouve que la piz-za a mis 13 minutes pour arrivée jusqu’à moi. J’avoue, je ne m’y attendais pas.
Résultat : 4/5, bonne expérience mais le français à améliorer. A bientôt pour une autre expérience. TSM
by RHD
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22
Two years on the Rwandan market and the third
and newest telecommunications com-pany, Airtel is seeking to establish its stronghold. The firm has been in the news with its vast range of products and services, surpassing the over 1 million subscriber base mark and winning the best service provider award at the just concluded Interna-tional trade show (Expo).
The ServiceMag met with Teddy Bhul-lar, Airtel Rwanda Managing Director, who gave a few insights on the Rwan-dan telecom industry and the compa-ny’s targets to have the whole popu-lace subscribe to Airtel’s services.
TSM: As the latest market entrant in the telecom sector, how has business been so far? Does the market still have potential?
Bhullar: Since our entry into the Rwandan market, business has been progressive. We have grown in sub-scriber base during the last two years to over 1 million and we currently have a customer market share of 15 per cent. We have added value for our customers with more innovative and transformative products and services. We appreciate that the Rwandan mar-ket is still growing and presents a lot of potential especially in the areas of data and mobile money usage.
TSM: What are some of the products and services that you have intro-duced as a market first?
Bhullar: Airtel has been at the fore-front of creating industry firsts such as the mobile-bank integration.
We spearheaded this with I&M Bank Rwanda when we launched the Auto-mated Teller Machines (ATM) card-less withdrawals in February 2014 which enable Airtel customers to withdraw at any I&M ATM machine at any time just like they would from an agent.
We have also been the first telecom to introduce seamless roaming to our customers with our One Airtel service.
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COVER STORY
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With this, our customers enjoy affordable roaming services and also local rates in visited countries, free incoming calls for up to 100 minutes, local recharges and of course the widest coverage in 17 African countries.
Airtel Rwanda also introduced the 3.75G, offering the fast-est internet speed and allowing customers to interact with data in a different way. This technology has enabled our customers to combine the enormous potential of the in-ternet with the convenience of cellular phones and other devices while expanding their social and commercial hori-zons, alongside the rest of the world.
We have also been the first in the industry to offer the low-est call rates in Rwanda to date with our unique dynamic pricing product Airtel Zone with real-time, low and trans-parent rates for on-net (Airtel to Airtel) voice calls for up to Rwf1 per minute.
TSM: What is Airtel doing to ensure Rwandans receive top-notch services?
Bhullar: As a customer centric telecom, we have rolled out service centers in Kigali to ensure that we get closer to our customers so they can access our tailored one-on-one ser-vices. We plan to roll out service centers in all major towns in Rwanda to serve our customers better. In addition, we introduced Airtel Premier as a new customer care service to offer our business clientele quick and tailored service.
TSM: How important is customer service for Airtel and what are you doing to improve these services?
Bhullar: Customer service is central to all operations in Airtel. We value our customers and always look to en-hance their experience on the network.
Apart from rolling out service centers in Kigali, we have introduced a product; a self-help platform called MAMO that enables our customers to access all our products and services on their handsets. It is a market first too and offers a whole new customer service expe-rience.
TSM: How would you describe the ideal telecom in-dustry you’re working towards?
Bhullar: As a business, our ideal telecom industry would be one that highlights affordability in terms of products and services, low taxes and more data usage from our customers. We are working towards an industry where our customers can access all their communication solu-tions by just one click on their Airtel powered mobile phone.
TSM: How are you working to facilitate government’s attainment of its Second Economic Development and Poverty Reduction Strategy (EDPRS 2)?
Bhullar: Airtel always works to empower communities and the people in the countries we operate. In Rwan-da, we are providing the latest technology like the 3.75G and are looking to upgrade to 4G. This technology has not only empowered the business community but has also provided a new way for people to interact with the internet. People are now able to make business transac-tions faster.
Furthermore, we have offered Rwandans affordable and innovative products to ensure they communicate more, spend less and save more.
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For instance our maxpack product provides 20mins on net calls, 10 short messages and 5MB of data for only Rwf 100. It is products like these that will enable the youth to connect socially and find jobs that will em-power them economically. We have also created over 150 direct and over 3000 indirect jobs in our sales and distribution department in Rwanda in our last two years of operation.
TSM: What corporate social re-sponsibility activities have you been engaged in and how have they helped to improve the livelihoods of Rwandans?
Bhullar: As a brand, we are widely involved in CSR. Under our ‘adopt a school programme’ we have adopt-ed one school called Nyirarukobwa where we have made major refur-bishments like painting, provided desks and generally created a model school.
In addition, we have engaged teach-ers from Nyirarukobwa School, Ki-bungo Primary School, Cyugaro School and Ntarama Primary School in a literacy training programme aimed at empowering them with ba-sic computer skills which they can pass on to the students.
This training will be extended to cover more schools and have more teachers trained. We shall be adopt-ing another school this year in which we shall provide digitalised educa-tional content and data.
Through our Airtel Rising Stars spon-sorship, we are developing football talent at the grassroots. Airtel is com-mitted to youth development and it is because of this that we dedicate our-selves to nurturing and developing talent from the grassroots through ini-tiatives such as the Airtel Rising Stars. It is our pride and joy to see youth in
Rwanda live their dream and unlock their potential through this great game of football. Airtel Rising Stars is not only a football talent search but a tool that promotes an active lifestyle among teenagers to keep them away from malpractices. TSM
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Coffee shops are good places for business meet-ings, having fun with friends, dating and much more, but when the service is poor, it is disap-pointing.I have recently been in Nairobi, one of the most visited cities in Africa. Since I had to meet my friends downtown, coffee shops were the ideal place.
On my first day we went to a coffee shop called ‘Peach‘located on a busy street in the city center. It was so crowded that we could hardly find a table to sit at. My friend told me that Kenyans like drinking coffee especially in the evenings be-sides, it was very cold. The service was very slow; we waited for so long for a waitress to come to take our orders. I asked my friend why the cof-fee shop had too many clients yet the service was not good; she said it was probably because it is located on a busy street near bus stages and other businesses in the city center.
I think the slowness is due to the huge number of clients to cater; the business owner should hire more staff to offer a fast service.
At a second coffee shop we received excellent service. We were attended to as soon as we took our seats. We were given the menu and placed our order and the service was very fast.What I liked the most is the fact that the manager checked on us and asked us if we had placed our orders. TSM
By Jean-Pierre Afadhali
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WHERE WE HAVE BEEN
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Not too long ago, there was an arti-cle published in the New York Times discussing “Manhattanization” and its implications for (arguably) the best city in the world, New York City. What is Manhattanization?
In the past it referred to the process of demolishing small store fronts to
make way for the skyscrapers Man-hattan is known for. However, of late the term Manhattanization has taken on a new meaning. It now refers to the process of gradually transform-ing an urban city into a playground for the rich. As I read the article, I couldn’t help but think of Kigali.
Enterprise wise, Kigali has been booming. Frustration over not find-ing an iced coffee has become histo-ry. Gone are the days where a crav-ing for Mexican food felt like a life sentence with no end in sight; heck there are even multiple yoga studios popping up all around the city, some even heated.
All great especially for the many Di-aspora that are now returning home and missing the accessibility of var-ious recreational activities they en-joyed abroad.
Moreover, as the expatriate commu-nity of the city swells, we Kigalians have stepped up to the plate when it comes to making them feel at home. But like most things in life, this all comes at a cost...and by this I don’t mean 1800 francs for an iced coffee. Much greater than that.
Over the past few years there have been record numbers of New York City residents moving out of the city because of its high cost of living. They have been gradually pushed away to make room for the Wall Street ty-coons and the real estate moguls.
The high cost of living has made it appear as though there is no longer any room for them in the city. What has been left behind is a great gap in the inequality of wealth within the city. In the near future, Kigali will have to work hard to fight the force of Manhattanization.
As tempting as it is to become a high end glamorous destination, we must not forget to cater to the masses. Let us not get so caught up in the pursuit of individual wealth that we forget the bigger picture of what our soci-ety demands of us. It is important to keep asking ourselves, what can we do to keep our city affordable for our hard working citizens?
Keeping in mind that if the average cost of living and average income become polarized, city dwellers will undoubtedly look to relocate to more manageable conditions. And what a great loss that would be, because after all what greater re-source does a city have than its citi-zens? TSM
By Denise K. Museminali
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HAVE YOUR SAY
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You can do better Rwandair! I am disappointed by Rwandair staff….It is not the first time, so I decided to write my experience. I visited the Rwandair sales office in UTC to inquire about flights. When I entered, the back office staff stared at me from head to toe, as if wondering “why is she here for?”
As I was waiting in line, two sales persons came back to their desks, we were 3 customers in line, they just did not give attention or call a customer to come for service.
I stood up and asked one if she was available...she shoved her hands and showed me her colleague whom I went to. That sales person did not even look at up at me, I ex-plained what I wanted, she checked the flights and handed me the print out - without a word and definitely without a smile!
Frankly speaking I had the impres-sion that I am disturbing. I smiled to myself as I realized that all 4 sales persons were not smiling. I almost asked them if there had been a tragedy.
This is really disappointing when Rwandair is trying to raise their sales, improve flights, investing in planes.....and then front office peo-ple do not seem to care.
Isabelle Sebatigita Mafurebo
Dear EWSA,Why can’t we pay our water bills using agents, tigo cash or mobile money? It’s time to make our life easier ewsa_rwanda
Rosine Dusabe28
HAVE YOUR SAY
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MTN, please stop the unsolicit-ed messages
What gives MTNRwanda the right to send me unsolicited adverts, messages announcing concerts & other events?
Martin Semukanya
I suggest that companies that offer online customer service such as MTN Rwanda and other telecom companies to have two or more numbers since it is very difficult to get through on one.
Kelvin A. Katuramu
To add insult to injury, you are not even brave enough to accept it when you have failed to solve a problem; instead you prefer to keep our cars in your garage for unnecessary long pe-riods until one has to come and spend a whole day at your garage to get the car out.
I can no longer trust you, your ser-vices, your integrity and your ability to repair my car. Goodbye!
No longer yours,
Denise
Dear ATC Rwanda!
It is with frustration and anger that I write this letter to say goodbye to you, but for your own sake, please do something about your services/integrity if you should continue to call yourself official representative and distributor of Mercedes Benz in Rwanda.
I have been a faithful customer for the past 7 years but I AM DONE with you. I have been warned count-less times of your deteriorating ser-vices by other unsatisfied customers but I didn’t want to give up on you, I believed in you, I trusted you; but now, it is time to check out.
Our cars come to your garage with minor issues and we get them back with unresolved problems in fact of-ten bigger issues, not to mention the outrageous invoices that follow.
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HAVE YOUR SAY
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RwandAir: A popular airlines among East African students in South Africaby Daniel NZOHABONIMANA
The flag carrier of Rwanda is becoming an airline of choice among East African students attending university studies in South Africa. This is a result of its af-fordability as well as its great services.
Nadia Ahmed, 22 years old student from Dar es Salaam in Tanzania
started using the national airline ser-vices a short while ago.
“A friend of mine from Kenya highly recommended me to fly with Rwan-dair ”, said Nadia. She went on saying that its fleet’s size is the same as that of other renowned African airlines and in addition it is affordable.
Inside Rwandair flight that was trav-eling from Johannesburg to Kigali in late June, she confided to Service Magazine that she enjoys its services as it is competing with other airlines she has used before. “The meal and drinks are yummy and I see nothing to complain about it”, noted the psy-chology student at Midrand Graduate Institute (MGI) in Cape Town.
A large number of East African stu-dents are studying in Cape Town. “We are all in one the East African Society”, said Nadia. She pointed out that more and more students from this region are adopting Rwandair services be-cause it is cheaper and provide good services that rival any airlines on the continent.
However Rwandair does not fly up to Cape Town a situation that is unfa-vorable for those who want to use its services. Nadia had to fly with Kulula from Cape Town to Johannesburg be-fore she can catch Rwandair flight to Kigali then to Dar es Salaam.
For Nadia to be able to fly with Rwan-dair, she had to go through a travel agency that charge commissions. “I will be very happy when Rwandair start flying up to Cape Town as this will cut costs of booking other domes-tic flights as well as transit accommo-dation”, noted Nadia.
She predicted that in case Rwandair start flying all the way to Cape Town, most East African students will be using it as a result of its competitive prices. Nadia wish Rwandair to have a physical office there so that it becomes easy and convenient to book a flight to any East African destination.
Though she comes from a well to do family, Nadia has to work part time jobs so that she can afford a flight ticket to visit her family during winter holidays. “My parents are only paying a flight ticket for summer vacations that are longer”, noted Nadia. The rea-son why she chose to use Rwandair as it is cheaper. TSM
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When I was student at Universi-ty of Rwanda College of Med-
icine and Health Sciences, one of our lectures used to say: “a good physician is not judged by the scores but by the eyes of their patients”. He was right; I have seen peace, hope and dignity in the eyes of patients when they are treated as human beings not as a bur-den of the society.
Most physicians and health providers have been trained to manage curable diseases and provide care to all pa-tients but the realities showed that some of the diseases could not be cured. When the doctors pronounce, “there is nothing we can do”, the pa-tient is referred for “palliative care”.
The World Health Organization in 2002 defined palliative care as “an approach that improves the quality of life of patients and their families
facing the problems associated with life-threatening illness, through the prevention and relief of suffering by means of early identification and im-peccable assessment and treatment of pain and other problems, physical, psychosocial and spiritual.
Palliative care starts at the diagnosis of the lethal diseases, provision of care until death and even after the death of the patients because it includes fam-ilies. It provides relief from pain and other distressing symptoms, affirms life and regards dying as a normal pro-cess. It neither hastens nor postpones death but it integrates the psychologi-cal and spiritual aspects of patient care into patient management.
In palliative care, we never say “there is nothing we can do”. It is care be-yond cure, a concept of humanity and a backbone of modern medicine. Pa-
By Dr. Christian NTIZIMIRA
tients with life-limiting illnesses have so many problems that health workers feel overwhelmed and powerless to help. It is a multidisciplinary team fo-cus to care for the person beyond the disease.
We cannot cure the incurable but we can control many of the symptoms, which cause distress. We cannot take away the pain of loss but we can stand with those who are grieving and share their sadness. We do not have all the answers, but we can listen to all the questions. TSM
Dr. Christian NTIZIMIRA, Palliative care Expert & Educator
Kibagabaga Hospital, Palliative Medi-cine Fellow, OhioHealth, OH
BUSINESS MANAGEMENT
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Over the past few months, the Rwanda Civil Aviation Author-
ity has been carrying out a rigorous program of expanding Kigali Interna-tional Airport. What was a small, old looking structure has now been turned into a plush, bigger facility with better services that have amazed all travel-lers.
The ServiceMag met Dr.Richard Masozera, RCAA Director Gener-al,and below are excerpts from the interview.
TSM: The upgrade of Kigali Inter-national Airport (KIA) is nearing its completion. How has the proj-ect progressed over the past few months?
Masozera: The current expansion of KIA has cost $17.8 million and we are nearing the end of the 18 month proj-ect which we hope to complete by the end of August. The design was done by a British firm TPS that has done expansion work for Heathrow Airport
terminal 5 in London, Oliver Tambo in Johannesburg, and Bole Interna-tional Airport in Addis Ababa.
Masozera: The vision of the gov-ernment is to have a service-oriented economy focusing on tourism, finan-cial services and information technol-ogy among others. Plans are under-way to make Rwanda an aviation hub. Because of our position in the region, Kigali is a strategic link for eastern and central Africa to the west. Also, aviation is growing significantly in Africa and Rwanda will not miss out on participating in building the ‘Afri-ca we want’.
RwandAir has a big vision. Initially it had about five routes but it now flies to almost 15 destinations from Kigali. God willing we shall fly to Abidjan and Cote d’Ivoire soon.
So the expansion of the airport facil-itates RwandAir headquarters or the hub to keep up with the expanding airline numbers and route network.
RCAA: Upgrade of Kigali In-ternational Airport in line with planned Bugesera AirportBy TSM Reporter
TSM: What will the airport’s ca-pacity be after the project is com-pleted?
Masozera: After expansion, this air-port should comfortably handle 1.5 million passengers annually. We shall have attained an acceptable level of requirements by the International Air Transport Association (IATA). IATA describes the kind of airports coun-tries should have in order to receive passengers and enable them have a good experience.
There are a minimum number of check-in desks, luggage desks you should have and time spent checking
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in an individual passenger. Also, the first bag should hit the luggage belt in five to ten minutes on arrival.
We expect to have six gates after ex-pansion and considering the rising trends, next year we may have to expand by another four gates to deal with the increasing numbers and des-tinations.
TSM: How many passengers are you looking at handling annually in the next few years and how are you planning to achieve this?
Masozera: 1.5 million passengers an-nually in the next four to five years. Beyond five years we are planning on Bugesera Airport. Although we are expanding KIA we still need Buge-sera because KIA’s location has lim-itations. The terrain is hilly and there are many activities going on around it.
We may also need to add a second runway to it in a few years, as we shall have more aircraft coming in and tak-ing off. There are limitations to how many aircrafts we can hold in the air when we have a lot of activity taking place on the ground.
Bugesera airport will be in an area which is geographically flat and we could go beyond the KIA runway which is about 3.5 to 4.2 kilometres.
We will also invest in more naviga-tional aids which would make it safer for aircraft to land, takeoff and refuel when we hold aircraft in the air lon-ger.
TSM: What is delaying the start of the construction of Bugesera Air-port?
Masozera: A huge infrastructure project like Bugesera airport needs alot of consultation with the Ministry of Finance as it is one of the biggest projects the government has taken on since 1994. RCAA is mainly working on the technical side. We have already got the technical design and engaged good consultants to look at it to find if it fits the country’s vision.The govern-ment is looking at different financing models for the project. Once this is settled, the project will take between five to six years to complete.
TSM: There are other airstrips in the country. What are you doing to improve them in order to promote more domestic flights and tourism?
Masozera:Currently, there is a study going on for Kamembe and Gisenyi airstrips to increase the length of the runway.What is in the immediate plan is to resurface Kamembe airport in order for it to accommodate the new
RwandAir Q400 which has a new generation propeller with more re-quirements than the older planes we had. The contract will be signed this month and resurfacing of its 1.5 kilo-metres together with the addition of another 700 meters to make it 2.2 ki-lometres will start immediately.
It’s a $10 million project we aim to complete in the next eight months. The expansion will make it suitable for medium sized jets.The terminals were worked upon a year ago as the numbers coming from Bukavu into Cyangugu keep on growing.
This we hope will increase the num-ber of domestic flights. There are also a number of tourist companies that are linking regionally so that tourists can tour the whole region in one circuit.We are working with Rwanda Devel-opment Board and the other East Afri-can governments on that. TSM
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Ese kugira ngo ube rwiyeme-zamirimo bigusaba iki? Bi-saba iki ngo utangire kandi ubucuruzi bwawe bugende neza?
Mu bihugu bikiri mu nzira y’ama-jyambere kuba rwiyemezamiri-
mo si igisubizo gusa ku bushomeri buri mu rubyiruko ahubwo ni na cyo cyerekezo urubyiruko muri iki gihe rwibonamo cyane. Nta cyiza nko kwi-tangirira ubucuruzi bwawe. Hari iby-iza byinshi bikugezaho nko kwibera umukoresha wowe ubwawe, ukajya ku kazi ku ngengabihe wishyiriyeho kandi ugakura amafaranga mu bin-tu wumva ukunze gukora. Nyamara kuba rwiyemezamirimo wahiriwe bi-saba byinshi birenze kumva bigushi-mishije, ari ikintu uhoza ku mutima no kuba wumva wagera ku mafaranga menshi. Bisaba gukora igenamigambi, kumenya gufata ibyemezo bishingiye ku ngamba ufite, kumenya guhanga udushya no gukora cyane.
Ba rwiyemezamirimo bahiriwe ni abantu baba barangwa n’ibi bikurikira:
• Kumenya guhanga udushya: Ese ush-obora kugira ibitekerezo bishya? Uko ugenda ushobora guhanga udushya ni ko n’ibyo ugurisha bizagenda bikuru-ra abantu benshi. Ese wumva ushi-
mishijwe no kubona uburyo bushya bwo gukemura ibibazo? Ba rwiye-mezamirimo bagomba kugira ibite-kerezo bihanga udushya. Niba ufite ibitekerezo byo kubona vuba ahari amahirwe mu bucuruzi, kuba rwiye-mezamirimo byaguhira.• Kwigenga: Akenshi abantubadukunda kandi batwifuriza iby-iza baba bafite n’ibisubizo ku bibazo dufite. Ba rwiyemezamirimo bafata ibyemezo byinshi bibareba. Ushob-ora kwigirira icyizere no kwiyemeza gukora icyo wahisemo? Utinya ko hari uwasuzugura ibitekerezo byawe? Ni ba wifitemo icyizere igihe uri mu bibazo cyangwa hari urwanya ibite-kerezo byawe uba uri mu nzira nziza ikuganisha ku kuba rwiyemezamiri-mo.
• Kumenya kumvikanisha ibitekerezo byawe: Ushobora kuba ufite ibite-kerezo bya mbere ku isi, ariko iyo utazi kubitambutsa neza ushobo-ra kuba rwiyemezamirimo uhura n’ibibazo gusa. Ubushobozi bwo kum-visha ibyo ucuruza abakiriya, abakozi n’abasaba amadeni cyangwa abandi bafatanyabikorwa ni bwo bugaraga-za ubushobozi ufite bwo kwihutisha ibikorwa byawe by’ubucuruzi. Niba ukunda kuvugira mu ruhame ushob-ora kwigarurira abantu bashya bitaku-goye kandi ukumvikanisha ku buryo bworoshye ingingo ufite, ni bwo ibite-kerezo byawe biguhira.
• Kumenya gukora imishyikirano: Ugomba kumenya gushyikirana muri byose. Nka rwiyemezamirimo, ntu-ba ufite amafaranga menshi kandi uyakeneye kuko ugomba kuyakoresha ku bintu byinshi bitandukanye nko kwamamaza ibikorwa byawe, gukode-sha ibiro ukoreramo, kugira urubuga rwa interineti n’ibindi. Ukeneye rero kumenya gushyikirana n’ibigo bitanga igurizagurisha no gusaba ko batagusa-ba inyungu zihanitse. Kumenya guko-ra imishyikirano bizatuma hari ama-
faranga usagura no gutuma ubucuruzi bwawe bugenda neza.
• Risks takers kudatinya ibibazo: Kuba uyoboye ikigo cyawe cy’ubucuruzi bivuga ko ari wowe ufata ibyemezo bya nyuma. Kuba rwiyemezamirimo ni ukumenya gufata inzira utazi neza ibigutegerejemo. Ese ibintu utiteguye iyo bibaye ubyifatamo ute? Ese wirin-da guhura n’ibizagutungura mu buzi-ma? Niba ari uko ibintu byifashe ntu-berewe no kuba rwiyemezamirimo. Ese wumva ushimishijwe no kwishora mu ngorane witegura neza? Reka du-komeze ikiganiro.
• Gushyigikirwa n’abandi: your entou-rage can either make you or break you. It’s important to have a strong support system in place. You’ll be forced to make many important decisions, es-pecially in the first months of open-ing your business. If you do not have a support network of people to help you, consider finding a business men-tor. A business mentor is someone who is experienced, successful and willing to provide advice and guid-ance. Incuti zawe zishobora kukubaka cyangwa zikagusenya. Ni ngombwa kugira abantu bagushyigikiye. Ugom-ba gufata ibyemezo bikomeye cyane cyane mu mezi ya mbere ukimara gu-fungura ubucuruzi bwawe. Niba nta tsinda ry’abantu bagufasha ugomba kugira umutoza mu bucuruzi. Uwo mutoza mu bucuruzi agomba kuba abufitemo uburambe, yarahiriwe kan-di afite ubushake bwo gutanga inama n’impanuro ku bagitangira.
Niba ufite ubwo buhanga n’ubush-obozi twavuze haruguru ntekereza ko iyi ari intangiriro nziza mu mwuga wo kwikorera uba utangiye. TSM
www.tiburcechaffa.wordpress.com
Ubuhanga ugomba kugira ngo ube rwiye-mezamirimo wa-hiriwe.Byanditswe na Chaffa Tiburce
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Niba uhora wijujutira abo muko-rana ndetse ntiwishimire n’umu-
saruro batanga, si wowe wenyine. Akenshi ukunze gutungurana ugafata imirimo wari wabashinze ukayiko-rera. Ibyo usanga bitera ikibazo cyo kutizerana kuko iyo utagifite nta cyo mushobora kugeraho. Ibyo turabisobanura birambuye mu bika bikurikira. Turebere hamwe im-pamvu zituma abakozi mukorana ba-dakora neza.
1. Abantu ntibaba bazi ibyo bagomba gukora (ntibazi icyo ubategerejeho)Akenshi abantu iyo binjijwe mu kazi baba bafite mu mutwe ibyo bagomba gukora. Umucuruzi aba azi ko agom-ba kugurisha, umuyobozi mukuru aba azi ko agomba kwita ku micungire no guteza imbere ikigo, ariko byose bihagararira aho ngaho. Iyo ubajije umukozi ngo akubwire icyo ashinzwe mu kigo, ntashobora kubikubwi-ra bwangu icyo bamutegerejeho. Ibi bishobora kuba bibatunguye ariko gerageza ubisabe umwe mu bakozi bawe niba azi ikimutegerejweho. Iyo ubonye ko atazi neza ikimutegerejwe-ho, biroroshye bimubwire. 2. Abantu bakunze kuba batazi uko ba-bishyira mu bikorwa (ntimwabigishije kubikora nk’uko bigomba mu gihe gik-wiye)Nari kumwe n’umuyobozi muri ban-ki wamamazaga uko ikigo cye gikora ibijyanye n’indege n’amahoteli, serivi-si utasanga mu mabanki. Ikibabaje ni uko muri iki gihe ibigo bifite ibibazo by’imikorere kandi bihangayikishijwe n’ukwiyongera kw’abo bahanganye
ku isoko. Binjiza abakozi hanyuma bagategereza ko batanga umusaruro. Ariko usanga nta mwanya bafite kan-di badashaka kugira icyo bashora mu kubahugurira imirimo mishya baba-haye. Ntibyumvikana na gato. Ibigo bihitamo kugera ku bintu by’indashy-ikirwa bihitamo gushora mu guhugu-ra abakozi.
3. Abakozi ntibumva neza impamvu ba-gomba gukora ibyo basabwa ( ntibum-va impamvu ikigo kiriho n’icyo cyashy-iriweho ndetse n’akamaro k’umurimo bakora)Dore uko ikibazo giteye : kuva kuri 70% kugera kuri 80% ndetse no ku-zamura ntibazi impamvu baba bari mu kazi. Uzakore iperereza rito usaba abo mukorana impamvu bari aho, ba-zagusubiza bagira bati : « kugira ngo abakiriya bacu beza bagubwe neza, turahari kugira ngo twakire abakiriya igihe icyo ari cyo cyose n’ibindi, ibyo ni byo bisubizo bidafatika batanga. Bi-rashoboka cyane ko muhabwa ibisub-izo biteye bitya : ngomba gukemura ibibazo by’ubukungu mfite, ngomba kurihira abana banjye amashuri….. Ikigaragara ni uko abantu baba batazi impamvu bari mu kazi runaka. Uru-hare rero ugomba kugira nk’umuy-obozi ni uguhora wibutsa abakozi ibihe byose impamvu wabashyize mu myanya y’akazi barimo.
4. Abantu bahura n’inzitizi zikomeye (ntimwigeze mubamenyesha ibizaba-rushya kandi ntimubaha ibishobora kubafasha kurenga izo nzitizi.)Mu bigo by’imirimo abashinzwe imicungire barashoberwa bitewe
n’uko babona abakozi bayobora ba-datanga umusaruro ariko bagahora basobanura impamvu batagera ku musaruro kandi bagasaba ko bakon-gererwa uburyo bubafasha kurangiza inshingano zabo no kugirirwa icyiz-ere. Uruhare rwawe nk’umuyobozi kandi nk’ushinzwe imicungire ni ugu-kora ku buryo abantu uyobora babo-nera igisubizo cy’inzitizi bahuye na zo mu mirimo bashinzwe. Ni byiza ku-menya ko impamvu eshatu za mbere zibonerwa ibisubizo mu mahugurwa, mu kuba hafi abakozi, mu gukurikira-na imikorere yabo, mu kubasobanuri-ra inshingano z’umwanya w’umuri-mo barimo ndetse no kubongerera ubushobozi. Ariko kugira ngo basho-bore gukemura za nzitizi twagaragaje ku mpamvu ya kane, ibyo biragusaba kugira icyo ukora nk’umuyobozi.
Ubushobozi ufite mu kubafasha no gushyiraho uburyo butuma umuntu atekereza akagira ibyo ahanga, ibyo bizatuma ibintu birushaho kugenda neza. Bimwe mu biranga umuyobozi ni ukugira ubushobozi bwo gukemu-ra ibibazo biri mu kigo uyobora. Ubu muzi impamvu enye zishobora gutu-ma abo mukorana badatanga umu-saruro. Mubikoreho cyane kugira ngo mugire ibyo muhindura kugira ngo muzagere ku musaruro ushimishije. TSM
Ibi byanditswe n’umu Diregiteri wa H&C TOGO. Umutoza n’ushinzwe [email protected]
Havuzwe ko kuva kuri 70 kugera kuri 80% by’abakozi ndetse kuzamura nti-bazi impamvu baba bari mu myanya yabo y’akazi.
Kuki abo mukorana bada-kunze gutanga umusaruro uba ubatezeho ?Byanditswe na GANDONOU Marcellin
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1.Igomba kuba ari nziza kandi iri-ho izina ry’ubucuruzi bwawe.
Ibihendutse kandi byoroshye ni ukubishyira ku ruhande rumwe
2.Ese wandika iki ku ikari-
ta yawe: niba nyuma y’amasaha 24 ntibuka neza ibyo twavuganye mu gihe cy’iminota 5 iyo duhuye kandi ntashobora kubi-soma ku ikarita yawe ikuranga mu bucuruzi bwawe, ubwo aba ari ama-hirwe utakaje.
3.Ese ni iki cyatuma ikarita yawe ikuranga mu bucuruzi nyibika
hejuru y’izindi? Ntugatunge iyo karita mu rwego rwo kuyitunga gusa ahub-wo ugomba kugira ikarita igufitiye akamaro. TSM
Ese ikarita ikuranga yanditseho iki?Byanditswe na Charles Okwalinga
Ngiye gusoma ibyanditse ku makarita aranga ibyo mukora: ese mu byukuri handitseho iki: niba ushaka gutanga ikarita ikuranga mu kazi kawe dore uko iba imeze
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A Building Block By Mame Bambi N’diaye
Theories on human motivation and human development argue that
an effective performance management system should be a key building block of every organization’s human capital management system.
To tie performance to rewards (the key to motivating performance), orga-nizations need to have accurate mea-sures of individual performance.
To develop this, individuals need feedback on their strengths and weak-nesses as it relates to their role within the organization. Organizations, on the other hand, need performance in-
formation to direct their training and development resources to those indi-viduals who can gain most by them.
Finally, organizations need per-formance information to correct
performance problems and assess the effectiveness of their improvement ef-forts. Creating an effective system is not simply a matter of picking a number of best practices and putting them in place. There are critical interface and system design issues that need to be considered. The individual perfor-mance management practices need to be driven by the business strategy and
fit with each other and with the overall human resource management system of the organization.
When the right practices are in place, the potential exists to create a perfor-mance management system that can accomplish multiple objectives. Cre-ating an effective system requires the tailoring of practices to the specific situation of a given organization. TSM
The author is an HRM Expect and Manager of Quantico
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NFT Consult conducts monthly inter-view skills and CV review classes to teach job seekers how to present them-selves on paper as well as preparation, presentation and post interview eti-quette.
This article discusses getting interview feedback. The moment most people await “drum rolls” a call or e-mail with bated breath but deep down they realize the opportunity has passed by. Or perhaps you think you are inter-viewing well but you are not getting any results. Here is when you need to figure out what you are doing wrong and fix it ASAP. Question is where do you start?
Third-party head hunters and recruit-ment agencies often provide invalu-able feedback when they interview you or send you on interviews. But how do you determine how to im-prove your interview performance if you’re going to it alone?
Back to the BasicsTo figure out where you are going wrong, ask yourself:
• Are you interviewing for the right jobs? Just because you’ve been chosen for an interview doesn’t mean you are a viable candidate.• If you are indeed interviewing for
the right kinds of jobs, how well have you prepared for them?
While these two points may seem ob-vious, they explain a large portion of poor performance in interviews.
Also, remember that you are being judged on different facets of your suitability and performance, such as Job Fit. Here is where the interviewer seeks to find the correlation between the candidate and the Job. The inter-viewer seeks to find out if the candi-date has the right knowledge, skills, abilities and attitude fit for the job.
•Your interviewingmannersand in-terview attire.•Thequalityofyouranswersandhowwell they match the job requirements.•Thewayyoudeliveryourinterviewanswers, as well as your confidence and poise under pressure.•Youroverallpackage.
How to Get FeedbackOther than going directly to the hiring company, there are three ways to get feedback on how well you interview:
• Self-Evaluation: Think about the in-terview questions and your responses. Look at the list above, and be bru-tally honest with yourself. Take your self-evaluation a step further by vid-
eotaping yourself responding to a series of key questions. Review your performance. What do you see?
• Peer Evaluation: Practice in front of a trusted friend or significant other who will be honest with you and evaluate you. Role-play the interview by giving your helper a specific job posting and a list of questions. Instruct them to ask the questions randomly and to even make up some of their own. In this day and era of smart phones, record your performance and watch how you did.
Once you are done, really listen to your helper’s comments. Don’t be de-fensive. Take notes. You may hear dif-ferent sorts of feedback. For example, perhaps you weren’t specific enough or didn’t sound very interested. Work on these points.
• Professional Evaluation: Some ca-reer coaches and other career services firms offer interview training and mock interview practice. While it isn’t free, if the provider has real-world recruitment or hiring ex-perience, your financial investment can really pay off. TSM
by Lorenza Julius Begumisa
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Très souvent, il arrive des moments où nous sommes vraiment dépassés ou on a envie de tout laisser tomber. Mais ces moments d’incertitudes et doutes nous sont nécessaires.
Il semble que nous vivons des crises majeurs chaque trimestre (émo-
tionnelles, financières, matérielles, psychologiques, sentimentales…). Dans ces moments nous avons envie de jeter l’éponge peu importe ce qui se passera. Comment faire donc pour sortir de ce cercle vicieux?
auront l’impression de se battre pour rien. Nous devons donc identifier la cause pour laquelle nous nous battons et la transformer en mission.
2. Connaitre sa réalité Ne vous plaignez pas de votre présent, travaillez plutôt à changer votre futur et le rendre meilleur qu’aujourd’hui. Il est important de définir sa réalité. Vous ne pouvez pas vous plaindre des conflits dans votre équipe parce que seuls les ordinateurs une fois con-nectés et mis en réseau ne se querel-
mari. Hélas, ce dernier ne fait pas at-tention. Quelle sera la réaction de la femme ?
En réalité et je sais que ce n’est pas fac-ile mais notre attitude envers les autres doit être désintéressé. Arrêtez d’aider si vous avez besoin d’une raison pour le faire parce que dès que vous n’avez pas un retour sur investissement, vous vous demanderez « Pourquoi est ce que je fais tout ceci ». La personne pour laquelle je me bats n’est même pas reconnaissante. Voici un principe qu’un chef d’entre-prise a partagé avec moi que je trouve fort intéressant « Nous ne récoltons pas forcément là où nous avons semé.»
4. Ayez une histoire à raconterC’est l’histoire d’un homme aban-donné par sa femme, sans boulot et un garçon sur les bras. A un moment donné il décide de laisser tomber, mais il s’est posé la question : que dira mon enfant de moi après ? Il s’est remis en mouvement. Vous remarquerez que les périodes qui précédent nos mo-ments de doute et de déception, sont des moments de confiance et de joie où on a envie de se battre plus que ja-mais, de prouver au monde qu’on vit. Décider d’être quelqu’un et de laisser une empreinte. Sachez que tout ce qui vaut la peine d’être fait est toujours dif-ficile. TSM
Marcellin S. GANDONOUManager H&C [email protected]
Par Marcellin S. GANDONOU
“Je ne peux pas cacher que, parfois, je suis un peu fatiguée de toutes ces in-sultes. Mais je regarde de l’avant, et je réfléchis aux meilleures réponses que la politique doit apporter à tous ces événements et aux difficultés que cela soulèvent» Cécile Kyenge d’origine congolaise de Kinshasa première femme noire d’un gouvernement Italien.”
1. Identifier la cause pour laquelle vous vous battezLe premier travail à faire c’est de se pos-er la question : pourquoi je me bats ? Pourquoi suis-je entrain de faire tout ceci ? C’est la réponse à cette question qui changera la donne. Un parent qui a l’impression que l’investissement qu’il fait pour son enfant ne donne rien, il peut décider d’arrêter et laisser son enfant se débrouiller. Un chef d’en-treprise qui malgré les formations, les dialogues avec ses collaborateurs voit son entreprise couler, peut décider de fermer boutique. Jusqu’à ce que le parent comprenne que l’enfant est un investissement et que le chef d’entre-prise comprenne que des clients et des consommateurs dépendent de lui, ils
lent pas. Malgré le décalage entre vous et vos collaborateurs, vous êtes obligé de faire passer leur bien être avant le vôtre. « Prenez soin de vos collabora-teurs et ils prendront soin de vos cli-ents » voila le principe. Sachez com-ment est votre réalité et travailler à ne pas vous plaindre de cela. Un non voyant ne peut se plaindre de son état, il fait avec et développe même d’autres aptitudes pour combler son acuité vi-suelle.
3. Vous n’avez pas besoin de raisons pour aider les gensNous sommes souvent frustrés face à l’ingratitude des gens. Une femme s’acharne à la cuisine toute la journée pour offrir un dîner romantique à son
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Celine Mudahakana: A Positive mindset …By Gloria Iribagiza
At 19 years, Celine Mudahakana is a Board Member of CHABHA
(Children Affected by HIV/AIDS) a community-based organisation that helps young children that are affected and infected by HIV/AIDS.
Celine is studying Sociology at a uni-versity in Massachusetts. She is also a finalist at the 2014 Impact Weavers Award, project initiator and her weav-ing project proposal was accepted by the Clinton Global Initiative.
The Service Mag (TSM) caught up with her while she was in Rwan-da training members of CHABHA on how to weave and loom different products for income generation.
TSM: How do you influence change within your community?CELINE: I started an income generat-ing project for CHABHA that makes beautiful products by weaving and looming. The funds we raised to start the project provide support for the members’ education and health in-surance. The charity has worked with about 2,000 children and youth since 2006.
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CHABHA partners with and funds community-based organizations that provide services to young peo-ple affected by HIV/AIDS in Gasa-bo District (Amahoro Association), Kicukiro District (Agape Associa-tion), and Bugesera District (Ajesov Association).
I see my role as a project initiator who helps other youths to initiate projects. I always tell the youth in the weaving project that they can do anything, if they listen, act and are brave to go out and do something. If we believe in ourselves and get out there with a positive mindset, we can realize our dreams.
What do you consider the biggest challenge in your field? CELINE: When I first begun volun-teering with CHABHA, I wanted to help every child and give them mon-ey. I learnt that it is impossible to help every child. I struggled with figuring out what I could do to help them sus-tainably.
TSM: How did you overcome that?CELINE: I learned how to weave in high school and I decided with the help of my weaving teacher Melissa Johnson to set up the weaving project because I realized that I could teach a skill to 12 weavers who would in turn benefit from their work. We set up a workshop in 2013 where I, my teach-er, and some friends from my school came to Rwanda and trained the weavers. We raised funds and bought four looms (weaving equipment) and the material we needed to make more quality scarves, with new designs to sell both in the US and in Rwanda. The money they receive enables the members of the project to go back to school or to support their families.
TSM: What motivates you?CELINE: God and my country, Rwan-da. I love people and I want to help them. Seeing the conditions these young Rwandans were living under with stigma and poverty, I was moti-vated to do something to change their lives in a positive way.
TSM: What are your thoughts on service delivery in Rwanda? CELINE: I would say collaboration, market research and keeping records of periodic evaluations are vital. Ser-vice delivery improves when we; work with different partners and people,
appreciate cultural differences, know our market, respond promptly to cli-ents, get skilled volunteers and build the confidence of those we work with.
TSM: What is your message to the Rwandan youth?CELINE: I am a very positive per-son and I would say, ‘a cheerleader of positive attitudes’. I would encourage Rwandan youth to see the positive in every situation and not be afraid of failure but instead look at failure as one way of not doing something. Try doing what you are passionate about until you achieve your dream.
“My IPad—I use it all the time because it is very resourceful”
7. Your Dream Car?“Any small, colorful and feminine car.”
8. If you had one wish, which influ-ential person would you like to meet in person?“No particular person—however it would be anyone who is interested and involved in what I do, and who is willing to listen and exchange experi-ences with me.
9. Are you dating, single or married?“Dating.”
10. What’s the most daring thing you’ve done?“I nominated myself to be head of my secondary school in the US, yet I wasn’t considered popular but after intense campaigns, I did win. I attri-bute this to a lot of positive thinking.” TSM
UpClose 1. When are you happiest? “When I am productive and enjoying myself while doing something fun.
2. What inspires you the most? “My Mother - she worked for many years for NGOs and her work with ad-vocating for those who could not ad-vocate for themselves has inspired me to do the same.”
3. What makes you sad? “Genocide, wars and injustice in so-ciety. I don’t like seeing suffering, de-pressed children and that’s why I start-ed this project.”
4. Your favorite hangout spot in Rwanda?“Nyamirambo because it’s got vibe—there’s always something going on there.”
5. Favorite drink/ snack/ dish?“I love milkshakes (strawberry and mango), fries and Tiramisu (dessert)”
6. What gadget can’t you possibly do without?
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Africa is rising! Africa is the next giant! The next big thing is in Af-
rica! Africa is our hope! I know you have heard it all. We get it. Africa is trending on social media, at interna-tional business and political gatherings.
Though we have seen many countries these past decades grow economical-ly, youth unemployment is still a huge challenge for most African countries. Many people blame the government for lack of policies and youth friend-ly investment, others say the interna-tional community needs to do more.
As a youth activist and a social en-trepreneur, here are a few insights I would like to share with fellow Africans.
1. Your politicians don’t like youPoliticians only invite you and talk to you when the elections are approach-ing. They make all kinds of promises they don’t keep. You take their money,
which lasts only a few days or weeks. Then you are back to square one, still unemployed and hustling.
2. Experience is a valuable asset that no university degree can give you. Many youth claim they can only get experience because they do not have that job they want. Truth be told, you would not be able to perform well at ‘that job’ without experience. Do all you can to get some; volunteer, intern, get a mentor, whichever way you can start somewhere and get experience.
3. Purpose is everything Many graduates have no clue what they were born to do. They just follow the wind. A job that aligns with your purpose in life with an average pay is better than a job offering a high sal-ary that will leave you unhappy and unfulfilled in the evening of your life. Discover your purpose.
4. Dream big and start acting now even at a small scale Too many African students and pro-fessionals have these huge dreams in their mind and sweet talk you at net-working events (not even on paper). Take the few steps you need to bring your dream to reality. Go beyond the dream and the talk.
7 things African Youth need to
know. By Chaffa Tiburce
5. “Success is intentional and I am the letter “I” in the word “Intention” My spiritual mentor Rev Andre Cook made sure I memorized this statement and it follows me everywhere now. Success is not the fruit of your desires but the product of your continuous ef-forts towards making change happen in a specific area.
6. Entrepreneurship is the way out Not all entrepreneurs succeed and become extremely wealthy but I don’t know many wealthy people who work for others.
7. Don’t opt for business school if you want to start a business You will spend $120,000 to get a de-gree and still won’t have the job of your dreams. Use that money wisely as a seed fund for your business. Get into an incubator. Work on your busi-ness idea. Shape it. Mold it. Get practi-cal knowledge, connections, mentors and support of peers and launch your business within two years without any crazy risk. TSM
The Author is Founder@MaxYourself, CEO KYMA Ventures, Business Speak-er & Coachwww.tiburcechaffa.wordpress.com
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YOUTH TALK
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Qui n’a pas passé des heures devant son miroir à se demander quelle
coiffure adopter. Pour répondre à cette question quasi existentielle, Josette. Femme entrepreneuse très occupée, c’est entre deux rendez-vous qu’elle nous reçoit chez elle, décontractée.
Choisir une coiffure qui reflète ses origines
Car si Josette est connue pour sa tech-nique innovante sur les dreadlocks, c’est avant tout une femme bien décidée à réussir, fière de ses acquis et de son origine. « Lorsque j’ai commencé avec les dreadlocks en Belgique, tout le monde me disait que c’était pour les fumeurs de cannabis, que c’était sale. Pourtant les dread étaient une coiffure traditionnelle au Rwanda à l’époque, on appelait ça le Ibisage.
C’était aussi la coiffure des princesses chez les Masaï. Les Peuls aussi avaient des dreads. Je me suis alors demandé pourquoi on nous imposait les ch-eveux lisses et pourquoi on ne pour-rait pas affirmer nos racines, notre culture au lieu de rester simplement sur l’image des dreads. En plus, les produits défrisants abîment le cuir ch-evelu surtout chez les enfants. »
Afin de contrecarrer cette image et améliorer cette coiffure, Josette décide d’innover, « Avant pour faire les dreadlocks, on devait mettre beau-coup de produits. Aujourd’hui, avec ma technique du crochet, on peut les faire sans produits, on peut les défaire et les refaire. On peut mettre des ex-tensions. » Une première à Kigali.
pouvoir créer une franchise et ouvrir des salons à Kampala, dans l’EAC. Mais avant il faudrait que les gens comprennent ce qu’est une franchise. »Mais derrière ce succès, se cache aussi pas mal de combats et de sacrifices. « Je commençais mes journées au salon à 7h du matin pour finir à 22h. Ar-rivée à la maison, je travaillais jusqu’à 2h du matin pour essayer de trouver de nouvelles techniques, comme les extensions, les couleurs.
Ouvrir mon premier salon était aussi un vrai parcours du combattant avec toutes les démarches administratives surtout que ce secteur manquait de considération. Après il a fallu former la main d’œuvre et les payer correcte-ment pour qu’ils puissent vivre de ce métier et éviter qu’on les débauche. Mais surtout les professionnaliser. » Car c’est aussi ce qui manque cruel-lement en Afrique surtout dans les métiers de « l’artisanat ».
Avant de conclure cet interview à bâtons rompus où on en ressort plus réconforté que jamais, Josette rappelle une devise que chacun, surtout les jeunes, devrait garder à l’esprit : Kwi-hangira umurimo ou créer son propre métier, ne pas attendre les autres. Kwi-ha agaciro ou sois fier de ce que tu fais. Voilà c’est dit. TSM
Les dreadlocks, une beauté made in JosettePar Diana Ramarohetra
Aujourd’hui, les dreadlocks sont ac-ceptés même dans les bureaux. « A mes débuts, à la BCR par exemple, on interdisait les dreadlocks jusqu’à ce qu’une des employées au guic-het décide de les faire envers et con-tre-tout. Et finalement, c’est très bien passé. » Aujourd’hui, on ne regarde plus les dreads de la même manière. On est passé au-delà des préjugés. Une franchise Maza Saloon
La preuve, en moins de dix ans, Maza Saloon a dépassé le stade d’un petit atelier de coiffure installé dans le salon de Josette, il est devenu une branche avec 4 salons dont un à Huye. Et Jo-sette ne compte pas s’arrêter en si bon chemin, « Mon prochain défi serait de
“Mon prochain défi serait de pou-voir créer une franchise et ouvrirdes salons à Kampala, dans l’EAC”
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Chest pain can be caused by a number of factors and is often frightening to the patient. It can present as muscular pains in the chest due to excess work, trauma or exposure to cold weather.
Young adults, particularly men, can develop pain at the junction of the rib with the chest bone due to men-tal tension. In such cases, pain occurs even on touching the part. Fibromy-algia is a condition in which chest pain occurs due to mental stress and anxiety. In this condition, a person has associated symptoms of stress like disturbed sleep and palpitations.
Infections of the pleural surface (covering of lungs) or lungs like Tu-berculosis and pneumonia will also produce pain on the affected part of the chest. The pain will be augmented by breathing. There will be associated symptoms of cough, high fever and loss of appetite.
Problems in the digestive system can also cause chest pain. Inflammation of the inner lining of the esophagus or food pipe causes pain which is per-ceived in the middle of the chest. It may be felt as heaviness in the chest
or a burning sensation. Inflammation of the stomach can cause burning pain in the abdomen and also in the chest.
The pain in this situation occurs typ-ically in the middle of the chest and is burning in nature. It augments after meals. This may or may not be associ-ated with nausea or bilious vomiting. Flatulence or gaseous distension after meals produces a bloating sensation and pain in the chest. Chronic con-stipation if present also contributes to this problem. In elderly persons, sometimes cervical spondylosis can cause compression of the anterior nerve roots producing chest pain.
The most sinister cause of chest pain is ischemic heart disease. Diminished blood supply to the heart due to nar-rowing of coronary arteries leads to chest pain. Typically, this pain occurs in the left side of the chest, arm, hands, fingers or jaws. Pain appears after any exertion and feels like pressure and one experiences a sense of suffocation.
Diagnosis of the cause of chest pain can be made easily by determining the site, nature and other characteristics
of the pain and associated features like fever, nausea etc. Chest X-ray, elec-trocardiogram and echocardiography also help in making a diagnosis.
When diagnosed and treated timely, chest pain is definitely cured whatev-er the cause. Some precautions can be taken to prevent relapse. Prevention of exposure to cold weather by wearing warm clothes keeps away muscular pains.
Regular meals, abstinence from alco-hol, avoiding excessive intake of tea or coffee, eating fresh fruits and green vegetables ensures good digestion and prevents related problems of abdomi-nal symptoms and chest pain.
Control of hypertension and diabetes minimizes the risk for angina or myo-cardial infarction. A healthy life style which includes proper diet and physi-cal exercise keeps one healthy and also prevents pain in the chest of any kind. TSM
The author is a Specialist internal med-icine-Ruhengeri Hospital [email protected]
CHEST PAINBy Dr Rachna Pande
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YOUR WELLBEING MATTERS
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The truth about
DiabetesBy Nsanzumuhire Leandre
Myth 1: Diabetes is “no big deal” - FALSE. For most people, diabetes requires daily management. Fail-ure to manage blood glucose levels may lead diabetics to develop hyperglycemia orhypoglycemia or fall into a di-abetic coma. Two out of every three diabetic people pass away from heart disease or a stroke.
Myth 2: If you are overweight, you will develop diabetes- FALSE. Being overweight or obese does put one at risk of develop-ing type 2 diabetes, but it is only one of the many other fac-tors. All of the environmental factors need to be addressed along with weight. Other considerations include: family history, age, lack of exercise, smoking and alcoholism.
Myth 3: You can get diabetes by consuming too much sugar- FALSE. One risk factor for type 2 diabetes is weight, which is di-rectly affected by a high-calorie diet. Sugar-heavy drinks in particular have been connected to type 2 diabetes. As a pre-caution, the American Diabetes Association suggests lim-iting intake of sugary drinks such as soda, energy drinks, fruit drinks, and sports drinks.Eating sugar is not the only potential cause of diabetes, and it is essential to be aware of the other diabetes risk factors.
Myth 4: If you have diabetes, you should never eat sweets -FALSE. Dessert does not need to be completely cut out of a diabet-ic’s diet. Instead, sweets should be moderated and comprise only a small portion of one’s diet. A diabetic health plan should focus on healthy eating and regular physical activity and not on what one can or cannot eat.
Myth 5: Diabetes is a transmissible disease- FALSE. It is not possible for you to catch diabetes from someone else. Type 1 diabetes is caused primarily by genetics and type 2 diabetes is caused by genetics and lifestyle factors. Diabetes is in no way a contagious disease. TSM
The author is a 5th year medical student at the University of Rwanda/CMHS and founder of the Truste Doctors Initiative
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RIEN NE VAUT LA BONNE VIANDE DE CARWASH. La viande, la bonne viande comme dirait mon grand père. Il faut l’avouer, le plat le plus en vogue au Rwanda reste les brochettes. Même si elles peuvent pren-dre plus d’une heure avant d’arriver sur votre assiette, les brochettes de bœuf ou de chèvre ou le nyama choma de Car Wash sont succulents.
La bonne music sur Radio10 Pour vous détendre, rien de mieux que de vous câbler sur Radio10 et d’écouter les bons tubes de Salsa, Zouk et autres tubes des années 80 à nos jours. Aucun blab-la, seulement le meilleur de la musique. Ecouter les grands tubes des musiciens comme Angélique Kidjo et beaucoup d’autres du continent mais aussi les hits qui bougent, la pop rock anglaise, la dance et le club-bing, bref, la musique qui nous donne la pêche.
RRA, UN PERSONNEL À L’ÉCOUTE DES CONTRIBUABLES Habituellement, quand on est amené à al-ler rencontrer les gens de l’Agence Rwan-daise des Taxes, ce n’est jamais de plein gré. Mais cette fois-ci, j’ai été bien accue-illie et renseignée par l’ensemble des per-sonnes rencontrées. De la réceptionniste aux responsables, j’ai pu rencontrer des gens qui étaient à mon écoute et qui ont même pu me faire des suggestions. Sur toutes les portes des bureaux à la RRA, il y a toujours le nom de la personne respons-able avec un numéro de téléphone. Qui a dit que le service public ne pouvait pas of-frir des services de qualité ?
Staphord of Rz Manna deserves a medal for the loveliest service!! I already knew the coffee shop did well in terms of customer care but this young gentleman is a star performer in the art of making customers feel good. A million dollar smile and pleased to serve his customers. What more can a gal ask for?Ange RK
PUBLIC SERVICE EXCELLENCEI was looking for my social security number but could not remember where I had written it. I decided to go to the nearest RSSB branch so I logged onto their website to lo-cate it. There was a very accurate Google map showing directions and the name, email and phone number of the Branch Manager. I called the number and he asked me to send him my name and ID number by sms. Within 5 min-utes I had received a response from him. Big Up to him and RSSB!Herve Frederic 46
THEY WOWED US
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Haruna has been working as a waiter for 12 years. He is married
to Gwiza Viviane and they have two children. Before taking the position at the Kigali Serena Hotel, he worked at the Manor and K-Club.
Haruna admits it was not easy in the beginning; it was hard to understand what he was doing and it took him quite some time to get used to the job. He was patient and worked hard, however, and today he has achieved his goal – to work in a five star hotel. He is grateful for the team spirit and good communication with other ser-vice team members. ‘Together, we achieve more!’ he advises. He loves
welcoming guests and communi-cating with them including getting feedback on the service they have re-ceived. However, sometimes he finds it challenging to deal with the varying moods of customers and being able to meet their expectations. How does a typical day go for Haruna at the Kigali Serena Hotel? The morn-ing starts with a briefing with all staff; then the opening duty which consists of checking the mise en place and set-ting all the tables. The rest of the day it is about welcoming guests and attend-ing to their requests, handling their orders very carefully while ensuring a good communication with the kitch-
en. The closing duty comes at the end of the day when the last guest has left. The staff then arrange all equipment and leave.
“My advice to young people is to love their jobs and acquire more skills to help them excel at their work. They should know the value of their work and the service they are offering and never stop searching for more oppor-tunities.”
When he is not at work, Haruna loves sports and listening to music and en-joys spending time with his family. TSM
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AT YOUR SERVICE
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Bonjour, je viens de m’installer récem-ment au Rwanda et je cherche un av-ocat pour m’aider à résoudre certains problèmes qui se sont présentés depuis mon installation au Rwanda. Quels sont les conseils que vous pourriez me donner pour trouver un bon avocat ?
Les avocats ne peuvent pas faire de publicité, à proprement parlé, du
coup il est donc difficile d’en trouver. Pour choisir un avocat, il n’y a pas de critères déterminés. Cependant, les
éléments suivants peuvent vous per-mettre de choisir au mieux la bonne personne : l’efficacité, la compétence, le niveau d’expériences, les honoraires, la réputation du cabinet, la complex-ité des dossiers traités, la disponibilité, l’éloquence, la confiance.
Ainsi, chacun des critères auront une importance différente selon le conflit. D’où l’intérêt d’avoir effectué une par-faite auto-évaluation de votre conflit.
Leur meilleure publicité reste alors leur réputation. Il vous suffit de de-mander autour de vous si quelqu’un a déjà eu affaire à un avocat, s’il a été, ou non, compétent et surtout dans quel domaine et sur quel contentieux.En effet, tous les avocats ne sont pas compétents dans tout. Il existe des avocats spécialisés dans un domaine précis comme le droit des affaires qui regroupera : le droit des sociétés, le droit commercial, le droit de la con-currence etc. D’autres avocats seront spécialisés dans le domaine du droit de la famille ou encore du droit fiscal.Si votre problème est complexe, il con-viendra de prendre un avocat spécial-isé dans le domaine concerné, mais ces avocats sont, en général, plus onéreux. Donc, pour un problème relativement
basique, il sera suffisant de prendre un avocat qualifié de “généraliste” qui traite tous les domaines du droit et sera un peu moins onéreux.
L’Ordre des avocats et pourquoi pas le bâtonnier seront donc d’excellents conseils dans le choix d’un avocat spé-cialisé. Par ailleurs, rappelons qu’il est parfois nécessaire de vérifier si l’avocat que vous avez choisi est bel et bien in-scrit à l’Ordre des avocats.
Quand vous aurez choisi votre avo-cat, n’hésitez pas à le questionner sur ses honoraires. Plus votre dossier sera complexe, plus les honoraires de l’avo-cat peuvent être élevés. Le prix n’est ni un élément d’excellence, ni un élément de médiocrité. Il permet tout simple-ment à l’avocat de se positionner face à une certaine clientèle et face à cer-taines affaires : un avocat peut donc être cher mais inefficace, et vice-versa. TSM
Katia ManirakizaResponsable du Département Légal de Ecobank [email protected]
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ASK OUR LAWYER
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Brighten your look! Looking good means feeling good and we are each on a journey to discov-erour unique style or add something fresh to it.
Colors and skin toneA style that makes you feel good is one that complements your natural fea-tures. Skin color is one of our natural features and it always helps to match the color of your clothes to your skin tone. Light skin tones look better in dark cool colors like navy blue, ma-roon or dark green. Bright colours can also work when mixed in a pattern or combined with a dark colour.
With dark skin, keep your look bright and fresh with light bold colors and avoid colors that are too bright or too dark. Consider warm colors such as yellow, orange, or pink to match your complexion.
There is Strength in DetailAdding a touch of detail and being de-liberate about it is the best way to pol-ish off a look. Details in fashion may be small but they have a strong pres-ence. It doesn’t necessarily follow that the last thing you put on will be the last thing to get noticed, so mind the details. “Details” can include jewelry, a scarf, a belt, a subtle pocket square, or the way you tie your tie knot.
Everyone loves those playful items that have the power to add an element of interest, or surprise to any outfit. Play-up your wardrobe with fashion bows, ties and scarves by House of Tayo designed by Matthew Rugamba.
What’s your highlight item?Your highlight item is what draws the most attention. The other items that make up the outfit should blend in a balanced way in order not to fight for visual attention.
The House of Tayo store is located in Gacuriro on KG 9 Avenue, approximately 250m away from Brioche. | Website: www.houseoftayo.comFacebook: www.facebook.com/houseoftayo | Phone: 0783523293
Scarf by House of Tayo
Bow Tie by House of Tayo Tie by House of TayoCustom made Bow ties and pocket squares by House of Tayo designed by Matthew Rugamba
(Middle)
By Efua Hagan
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FASHION PAGE
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FASHION GUIDE
MEN
Belt color – For professional occa-sions, ensure that the color of your belt matches the color of your for-mal shoes. Also, the finish of the belt and shoes need to match. In other words, if your shoes are shiny, your belt should be shiny as well. For less formal occasions accom-pany casual shoes or sneakerswith a thicker casual belt to match, rath-er than a thin dress belt.
Ideal tie length – A simple detail often overlooked is that a fixed tie should ideally end at the center of your belt buckle.
LADIES
Understanding Fabrics - Know which fabrics and textures are most flattering; Shiny, bulky, or stiff textures can make you appear bigger than you really are. Smooth, matte surfaces can make you look slimmer.
White blouse - A plain white blouse never gets old, so invest in one or two and you’ll never run out of ways to incorporate it into your wardrobe.
Your occupation- Use your profes-sion as your guide when you shop. Once you’ve got an appropriate en-semble for your job, jazz it up with a few accessories to add your own personal flair. TSM
XXL Shopper by Chicissime60,000 RwF
Clutch bag by Chicissime45,000 RWF
Small Shopper by Chicissime50,000 RwF
Ankra Rings By Chicissime10,000 Rwf
Online shop: www.etsy.com/shop/ChicissimeEmail: [email protected] Location in kigali: Rwanda Nziza Shop
Outfit by Uzuri K&Y Designs - $72Model: Karina Dobr Photograph by: POSE studio
Outfit by Uzuri K&Y Designs - $80Model: Elena Kozlouskaya Photograph by: POSE studio Outfit by Uzuri K&Y Designs -$65Model: Karina Dobr Photograph by: POSE studio
Outfit by Uzuri K&Y Designs - $75Model: Karina Dobr Photograph by: POSE studio
Facebook: www.facebook.com/UzuriCollectionPhone: (+250) 788 9449 60 / (+250) 788 9771 44
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FASHION PAGE
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Zanzibar,une île de sérénité Par RHD Lorsque l’on vous dit « Zanzibar », le premier mot qui vous vient à l’es-prit, c’est sable fin et mer turquoise. Et c’est entre autre ce qu’offre cette petite ville situé à l’Ouest de la Tan-zanie, dans l’Océan Indien.
Charme architecturale et his-torique
Qu’importe que l’on ait pris l’avi-on (30minutes de vol à partir
de Dar es Salam) ou le ferry (3h de navigation), la première chose qui frappe à Zanzibar, c’est son ar-chitecture. Il y a certes quelques grands immeubles délabrés et aussi 2-3 immeubles en verre mais la majorité des maisons répondent au même style, rappelant une ville d’Orient. L’empreinte islamique, ici, est bien présente. Et l’on comprend très vite pourquoi.
Classée « Patrimoine mondiale de l’Humanité », Zanzibar mais sur-tout la ville de Stone Town a gar-dé tout de son histoire et de son authenticité. Les maisons, vieilles ou neuves, sont toutes construites en respect et en conformité aux critères qui ont fait d’elle une ville préservée : voûte, terrasse mais surtout porte en bois sculpté ornée de rivets.
Quant à son histoire, elle est des plus romanesques. Un petit tour en visite guidée à Stone Town, Prison Island ou bien faire le Spice Tour vous aidera à mieux faire connais-sance avec cette ville.
Le marketing des vacancesAujourd’hui, Zanzibar est une île qui accueille chaque année des mil-lions de touristes. Et le mot d’ordre est simple : vacances. Tout est fait pour vous satisfaire et le personnel de l’hôtel est aux petits soins. Dans les restaurants, les épiceries, les hô-tels, les taxis, les gens vous accueil-lent avec un sourire, parfois forcés
Et puis, il y a le Food Market le soir, de 18h à 23h voire 1h du ma-tin. Un environnement convivial, dans les jardins de Stone Town en face du Old Fort et aux abords de l’océan, Eux, ils ont tout compris au marketing. Sur les étales, les bro-chettes de toutes sortes, des cocos bien frais, des citrons, une flopée de couleurs et de senteurs vous in-vitent à la dégustation. Autour une armada de jeunes hommes, tout de blanc vêtus, vous expliquent la spé-cialité de leur région.
Ici, vous avez des brochettes de poisson, des variétés que vous ne verrez pas ailleurs. Sinon, vous avez aussi les pizzas de Zanzi-bar, salés ou sucrés. Et vous pou-vez agrémenter le tout avec une boisson typiquement locale, faite devant vous, à base de canne à su-cre et de citron. » Mais comment dire à non à autant d’exotisme ? De toute manière, ils ne vous lais-seront pas de répit tant que vous n’aurez pas une assiette en main. Et même si leur insistance vous exas-père, pas la peine de s’énerver. C’est leur travail : vous vendre du rêve, de l’exotisme.
Et puis, ici, les gens y sont sereins, pas stressés pour un sou, même les policiers dans leur uniforme immaculé. Et quand on se met à courir dans les rues, les gens n’hé-sitent pas à vous inviter à ralentir dans différentes langues : « Pole pole », « Piano piano », « slowly slowly my friend » et ils vous rap-pellent qu’ici, dans ce lieu paradisi-aque, votre philosophie pendant votre séjour devrait être … Hakuna matata. TSM
mais sympathiques quand même. Par contre, le sourire disparaît si vous marchandez trop.
On a bien dit que vous êtes en vacances, donc vous êtes là pour dépenser sans vous poser de ques-tions. Arnaquer ? Mais non … Juste un peu.
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TRAVEL REVIEW
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PICTORIAL
The Pop-Up Kigali Summer Edition by House of Tayo
Source: Illume Creative Studio
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Dîner en Blanc Kigali 2014
PICTORIAL
Source: Illume Creative Studio
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National Customer Service Week is a week long
opportunity to raise awareness of customer service
and the vital role it plays in successful business
practice and the growth of our economy.
For more info on how your organization can be part of this celebration,
visit www.csweek.com
During this special week, your organization can: - Boost morale, motivation and teamwork.
- Reward frontline reps. - Raise companywide awareness of the importance of customer service.
- Thank other departments for their support.
- Remind customers of your commitment to customer satisfaction.
CELE
BRAT
ING S
ERVI
CE &
OUR C
USTO
MERS
Knowledge is Powerwww.theservicemag.com
@theservicemagFacebook.com/theservicemagtheservicemag
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RDB ADVERT
www.nayombi.rw
Noza Serivisi
REPUBULIKA Y’U RWANDA
[email protected]#NozaSerivisi @nozaserivisi *788#
BE A CHANGE MAKER!TELL US HOW YOU THINK SERVICE
CAN BE IMPROVED IN THE PRIVATE SECTOR
