Thin lines and tight margins!

It’s been a while since I wrote a piece for the blog and a lot has happened, frustrations, delight and sheer awe at the goings on in my day to day existence. I am also getting normalised or should that re-naturalised, so I am a little more patient and sometimes accepting to the stuff that drove me crazy in my first few weeks.

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I attended a child protection course and a university presentation in the last couple weeks ago both of which brief for moment it gave me a glimpse of what learning and training might be like in the Zimbabwean context. Without painting everyone with the same ugly brush, I would like to say that my experience with the learning environment has left me both shocked and sad at the state of environment in which the country is producing its workforce. On one hand the child protection trainer was well informed of his craft, policies and what not but he couldn’t teach it, we spent 2 hours listening and left without really being equipped with the “what is child abuse and what to do in the event of witnessing child abuse”. He was uncoordinated and lacked a road map of where the training started, what he needed to teach and where it ended.

Then, there was an in event at a local university and for the uninformed, Zimbabwe now has 16 universities! What I took out of the event is that in this part of the world observing protocol is everything even if it means repeating the honoured guests list 5 times at one event! It was tedious and boring after 2 rounds but to seat through 5 recitals of the list was too much especially for an event that was only two and half hours long. But, I learned something, if you don’t want to repeat honoured guest list in its entirety all you say is “All protocols observed”, so why we sat through the other stuff I don’t know. It’s not as if any new honoured guests were added to the list! But beyond that, the event again lacked simple preparedness, coordination and a sense of occasion, which was the point of it all.

I accept that I am quite sheltered in terms of experiencing the daily realities of living on meagre wages and general hardships that the common man and woman here go through but I had a “this is Africa moment” last week. I decided to explore the other side of the city on foot and encountered a market, now before you judge me let me finish! I have been to markets in other parts of Africa and in that hustle and bustle of the people’s market there is an experience that is uniquely Africa. PriceS of veggies goes from $1-3.00 in the shop to 30c – 70c and there are 10 to 15 traders seating next to each other selling exactly the same things and the same price. The products are primarily vegetables, clothes, cheap knock offs of sports shoes and even cheaper knock offs of leading electronics brands. But it was the atmosphere and the fading hope on the traders faces as I walked past each stall that stuck with me. My business brain quickly worked out that prices were so low because of hyper competition but could textbook strategy work here? What else would they traders do? The margins maybe as little as nothing but at least they have somewhere to go in the morning.

Today I visited a boarding school that benefits from my NGO’s support and found something that I remembered from the child protection training, Girls should not be beaten as punishment as school! I am sure there are many girls reading this who will remember being beaten and I saw it happening today! The irony of it all was that I was being shown around by a staff member who attended the child protection training I mentioned earlier and he didn’t notice it! The teacher was smacking the girls on their cheeks! Face cheeks! And in another corner were two boys who were missing lunch because their shoes had no laces! Which made me think, where does punishment and abuse become blurred lines? The lines are very thin….

Maybe I am being naive!

Over the last two weeks I have encountered different types of services, private and public and on all occasions I have been left wondering, “what is the reason behind this never ending relationship between customer service and the ball point pen in Zimbabwe?”. In almost all instances there is always a computer at every service desk! Sometimes both the pen and the computer are used to record the same event, meaning I have to wait twice as long to be served without any real improvement to my experience of that service.

Am I expecting too much, does anyone else not see that, for time and age that we are living in at this very moment, we are not equipped to be effective and efficient? One colleague reminded me that my problem is I have diaspora expectations, I should accept that things are different here but what is the real difficult in producing customer service provisions that exceed current levels? Surely it is not because investing in information technology is expensive, the technology is already there!. Could it be a lack of training or is it management myopia holding back the development of better service provision quality?

Here are two examples of why I am complaining, at my previous hotel, I had some dirty laundry washed, my details and the list of items to be washed where added onto my room information on the hotel’s computer system, later as I came to collect laundry I was asked to pay cash, even though this was midway through my stay, I produced the money to pay. Payment details were added onto my room information and a receipt book with ball point pen attached was produced to duplicate the very same information for which I was given a copy but only after a 20 minute wait. Upon checking out I was given a 4 page folio copy printed by the system detailing every single thing I had done that week including the laundry business! why do I need it again or why did I have to wait for all that 20 minutes in the first instance when I could have just got the information on checking out?!

The same goes to my mobile phone provider who made me wait in three queues to be saved at 3 desks in order to change my micro sim to a nano sim! on all three occasions I was asked to repeat the same information for which three different colour hand written receipts were produced while the information was simultaneously added onto the information technology system! After 45 minutes waiting for this elaborate process to be completed I got to the payment station and I was told the cashier didn’t have change for $20 so now I had to find that in order to pay! Life is way too short for this BS!

But all is not lost, as I discovered at Harare Airport where I arrived to check in for my flight to Bulawayo, my first with the airline for 14 years!, with nothing but an emailed e-ticket on my iphone. You can forgive the nervous ball of anxiety in my stomach as I got to the check-in desk but the helpful gentleman checked me in with a smile and without asking any further question or even an ID!

Isn’t it a scary world when anything related to AirZim is an example of best practise! Ahh, its supplier of handling services at the airport should get the applause instead, well done to the NHS for not using a ball point pen! (No!, it stands for National Handling Services, not that other NHS!). As for AirZim, we left on time, well 20 minutes late is no reason to complain when the national airline is the service provider on any trip!

I am sure some will have a counter point and an explantion or rationale for all my complaints, maybe I am just being naive but, come on!
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Accessibility and options for businesses and customers

Improvements in communications technology has seen the expansion of means by which organisations can give their customers accessibility to their services. For many organisations the strategic choice to be accessible on multiple channels is probably an internally driven strategy but for an increasing number of orgainisations the drivers come from external pressure in the competitive environment. But, what are the benefits and disadvantages of operating a multiple access channel strategy for organisations? Are the cost implications justifed by performance in terms of revenue and is there still a place for 1 access chanel businesses in the “smart communications” world?