In collaboration with the USAID- Human and Institutional Capacity Development project, the Rwanda Society for Performance Improvement (RSPI) is pleased to bring you the very first Performance Improvement Conference for Rwanda’s service industry that will explore how businesses, organizations, and the public service sector can more effectively identify, measure and apply approaches aimed at improving performance in customer service.
EVERYTHING COUNTS: Measuring Performance in Rwanda’s Service Industry is a powerful one-day event that will explore how businesses, organizations, and the public service sector can more effectively identify, measure and apply approaches aimed at improving performance in customer service.
This event is an opportunity for private and public sector professionals to explore emerging processes for measuring the quality and impact of customer service.
Join 200 professionals, seasoned CEOs and performance improvement practitioners to learn about the latest developments in modern Human Performance Technologies.
• Hear inspirational keynotes from Performance Improvement and business experts
• Uncover the hidden causes of customer service problems
• Develop successful customer service strategies and behaviors
• Implement lasting solutions with measurable results
General Manager, Kigali Marriott Hotel( read full biography)
Founder KNO Worldwide( read full biography)
ISPI President and founder of PDI( read full biography)
CEO of Vovacare( read full biography)
Kigali Marriott Hotel
Overview of performance improvement approach in the service delivery arena
by Dr. Ingrid Guerra-Lopez, CPT
Keynote address and questions
by Kenneth Shore, General Manager- Kigali Marriott Hotel
Welcome Remarks from RSPI
by RSI President, Jean Marie Vianney Makuza
Remarks from ISPI
by Klaus Wittkhun, ISPI president
US Ambassador’s remarks
by Ambassador Erica J. Barks-Ruggles, U.S. Ambassador to the Republic of Rwanda
Remarks from the Guest of honor
Hon Francis Gatare, Rwanda Development Board CEO
Break Out Sessions :
Strategies for Measuring Performance : This session will discuss how leaders can establish continuous performance monitoring systems which are vital to tracking progress and meeting organizational goals. Participants will discuss how to successfully adopt a data-driven model to methodically improve organizational performance and make well-informed management decisions.
Your Organizational experience: Mr. Musoni will discuss how organizations can embrace emerging customer-centric approaches that are integrated around customers’ needs to gain competitive advantage.
By KLAUS WITTKHUN & HUBERT MUSONI
Moments of truth to strengthen services
This session will explore different methods of managing “moments of truth” which occur when customers come into contact with a company and in that moment, have the opportunity to form an impression. To succeed in today’s service-driven markets, organizations must anticipate, identify and to extent possible, influence these moments. Participants will have the opportunity to discuss various methods of managing customers’ perception of, and reaction to, a brand.
by Steven Kelly, CPT
PANEL DISCUSSION: Measuring Performance in Rwanda’s Service Industries
1. Konde Bugingo, CEO, BRD Commercial Bank
2. Jerry Were, General Manager, Nyungwe F.Lodge
3. Lucy Mbabazi, Country rep, VISA
4. Clement Uwajeneza, CEO, Rwanda online
5. Ingrid Guerra-Lopez, Consultant, HICD/R
Moderator: Georgie Ndirangu, News anchor CNBC
by RSPI President, Jean Marie Vianney Makuza