The issue of quality service delivery or lack thereof in Namibia has been a bone of contention is many respects with concerns mainly put at the door step of some State Owned Institutions. This content might not be referring to statistics and figures from an authentic service delivery efforts, however, for those who have been in Namibia for long, it does not take too much time to practically observe and immediately what is referred to as a concern in terms of service provision.
Long queue and long hours of standing sometimes in the sun and without places or chairs to sit on were experienced during various service provision. This issue of the poor service delivery in this case does not not refer to special events lon for instance National Days like independence and Heroes days anniversaries or elections polling days, no. The bone thorn in the flesh with regard to this status quo surrounds the general day to day service provision at many offices which sometimes.
During his lecture on Thursday, 30/01/2014 at the Polytechnic of Namibia's Auditorium in Windhoek, former Motor Vehicle Accident Fund, MVA former CEO Jerry Muadinohamba said Namibians need to change the way they do things - by approaching them differently if the country is to make a shift in this regard.
Citing his experience on this visit to Botswana, Muadinohamba referred to a waiter at one of the hotels whom he said approached him differently in a true customer service behaviour, welcoming him to the breakfast he said was the most important meal of the day, and finding out how he enjoyed his stay and encouraging him to call again. Muadinohamba wanted to know as to how many Namibians would be positively and enthusiastically talk about a business they work for in a similar fashion. He mentioned how at his former business the leadership improve the response time in attending to those who needed services - which could be at times be provided in less than a day unlike in the past when such service could take very long to be provided. And if the MVA Fund could change the situation, it was possible to change the situation, and what was needed is for the top leadership to influence the change as they set the climate of the business.
The issue of poor service delivery in Namibia is therefore a huge one which needs transformation among all businesses and various set ups. Every year for instance, students queue up for long at various tertiary institutions, and the begging question therefore is - why a different approach or strategy to manage this situation is not found at this time and age.
Long queues and long hours of waiting are not the only contributors to poor service delivery, lack of customer service etiquette or courtesy is also a problem among some service delivery points. It is amongst other reasons that Muadinohamba said that if a service providers' customers spend more than five minutes in a queue, waiting for the service, then that business must be doing something fundamentally wrong. Yes, there are those who have been committed to providing quality service and also some customers who experienced great service, but in general, the situation needs to be improved to avoid potential wastage in terms of time, energy, human and financial resources involved in this process.In an effort to address this situation, the Polytechnic of Namibia will host its first ever Customer Service Delivery Award in 2014. Mr. Muadinohamba was announced to be the Ambassador or face for this envisaged event.
Compiled by Menesia Muinjo
Long queue and long hours of standing sometimes in the sun and without places or chairs to sit on were experienced during various service provision. This issue of the poor service delivery in this case does not not refer to special events lon for instance National Days like independence and Heroes days anniversaries or elections polling days, no. The bone thorn in the flesh with regard to this status quo surrounds the general day to day service provision at many offices which sometimes.
During his lecture on Thursday, 30/01/2014 at the Polytechnic of Namibia's Auditorium in Windhoek, former Motor Vehicle Accident Fund, MVA former CEO Jerry Muadinohamba said Namibians need to change the way they do things - by approaching them differently if the country is to make a shift in this regard.
Citing his experience on this visit to Botswana, Muadinohamba referred to a waiter at one of the hotels whom he said approached him differently in a true customer service behaviour, welcoming him to the breakfast he said was the most important meal of the day, and finding out how he enjoyed his stay and encouraging him to call again. Muadinohamba wanted to know as to how many Namibians would be positively and enthusiastically talk about a business they work for in a similar fashion. He mentioned how at his former business the leadership improve the response time in attending to those who needed services - which could be at times be provided in less than a day unlike in the past when such service could take very long to be provided. And if the MVA Fund could change the situation, it was possible to change the situation, and what was needed is for the top leadership to influence the change as they set the climate of the business.
The issue of poor service delivery in Namibia is therefore a huge one which needs transformation among all businesses and various set ups. Every year for instance, students queue up for long at various tertiary institutions, and the begging question therefore is - why a different approach or strategy to manage this situation is not found at this time and age.
Long queues and long hours of waiting are not the only contributors to poor service delivery, lack of customer service etiquette or courtesy is also a problem among some service delivery points. It is amongst other reasons that Muadinohamba said that if a service providers' customers spend more than five minutes in a queue, waiting for the service, then that business must be doing something fundamentally wrong. Yes, there are those who have been committed to providing quality service and also some customers who experienced great service, but in general, the situation needs to be improved to avoid potential wastage in terms of time, energy, human and financial resources involved in this process.In an effort to address this situation, the Polytechnic of Namibia will host its first ever Customer Service Delivery Award in 2014. Mr. Muadinohamba was announced to be the Ambassador or face for this envisaged event.
Compiled by Menesia Muinjo
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