EVERYTHING COUNTS: Measuring Performance in Rwanda’s Service Industry

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.

In this conference you will:

• 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

Keynote Speaker



Kenneth Shore

General Manager, Kigali Marriott Hotel

( read full biography)

Breakout Session facilitators



Steven Kelly

Founder KNO Worldwide

( read full biography)

Klaus D. Wittkuhn

ISPI President and founder of PDI

( read full biography)

Hubert Musoni

CEO of Vovacare

( read full biography)

Panelists



Ingrid Guerra-López, Ph.D.

( read full biography)

Lucy Mbabazi

Visa Rwanda

( read full biography)

Konde Bugingo

Deputy CEO, BPR, a part of Atlas Mara.

( read full biography)

Jerry O. Were

Nyungwe Forest Lodge

( read full biography)

Clement Uwajeneza

CEO, Rwanda online

( read full biography)

Event Programme

Kigali Marriott Hotel



by Kenneth Shore, General Manager- Kigali Marriott Hotel

by RSI President, Jean Marie Vianney Makuza

by Klaus Wittkhun, ISPI president

by Ambassador Erica J. Barks-Ruggles, U.S. Ambassador to the Republic of Rwanda

Hon Francis Gatare, Rwanda Development Board CEO

Using data to drive leadership decisions by KLAUS WITTKHUN

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.

How to develop a customer-centric institution by HUBERT MUSONI

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 in Strengthening Service: by Steven Kelly

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

Panelists:

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

Event registration is closed.

Contacts

Location
  • Kigali Rwanda
  • everythingcounts@rspi.rw
  • +250 788735335