"If your service consumers/seekers stand in a queue for more than five minutes - you must be doing something fundamentally wrong"

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

CTA & UNAM Web 2.0 and Social Media Learning Opportunity Training Course receive Certificates

UNAM's Anneliese Bezuidenhout busy working on the last's day's Web 2.0 for development assignments.

On the last day, students had an assigned to read through four detailed lessons basically recapping what they learnt over the week of training, and had to write a post on their individual blogs on each of the lessons. Such assignments would be looked at by the course sponsor, CTA as part of its evaluation of the course and whether students grasped the concept of Web 2.0 for development.  It was a challenging exercise for some participants, but worth it as it once again forced participants to do a revision given the fact that generally after workshops or training courses, participants probably of the perceived training fatique hardly go over what they learnt to refresh their minds on that content.

After a hectic five day schedule at the University of Namibia's Computer Lab in Windhoek, learning how to make use of social media and Web 2.0 or Market Hype tools to be able to make the interactivity among communicators and web users easier and faster, participants were rewarded for their commitment to the course.

They each received a certificate signed by the Technical Centre for Agricultural and Rural Cooperation of African Carribean and Pacific-European Union (ACP-EU), Michael Hailu and University of Namibia's Head of Depart of Information and Communication Studies, Dr Maggy C. Beukes Amiss.

Dr Maggy Beukes-Amiss  congratulating Dr Chiku Mchombu on receiving her certificate.

Students were appreciative of the new technology skills they acquired and pledged to make use of them in their individual capacity and professional areas. Infact a number of them had already started to make use of the many tools they learnt about especially the social networking sites or platforms such as blogs, twitter and face books, with some having posted content for the first  time.

Dr Beukes-Amis and Course Participant Mona Cloete.

It was a busy week, with students doing both theory and practical work as well as sharing their experiences with regard to the usage of the Web 2.0 technology tools. Some students did not have blogs, face book and twitter accounts, not to mention wikis and had to create them as this was part of the course outline.

Mr. Wilson Yule from UNAM.

Students most of whom were lecturers of various rankings, from both UNAM and the Polytechnic of Namibia as well as Neudam - Agricultural Faculty, experienced how some of their students felt during classes - and when given assignments with deadlines.

Ms Aline Uerieta Amutenya from UNAM's HIV/AIDS Department thanking UNAM & CTA as well as the trainer on behalf of the participants.

They thanked both UNAM and CTA as well as the Web 2.0 International Trainer, Simunza Muyangana. UNAM's official from the Department dealing with HIV.AIDS related matters who spoke on behalf of the participants first and foremost that God who made it possible for the course to take place and gave particpants the opportunity to benefit from it
.



The course started on Monday, 27th January 2014 and ended on Friday, 31st January 2014. Two more similar Web 2.0 courses are lined up for Namibia in April and June this year.

Compiled by Menesia Muinjo 

SOCIAL NETWORKING SITES & THE VARIOUS FUNCTIONS AS WELL AS THEIR BENEFITS TO YOU

With the speedy technological growth, especially in the social media world, more and more social network sites continue to compete for quality, popularity and improved service for their users.

Some of these network sites include, LinkedIn, My Space, Facebook and Twitter to mention but some of them.

Facebook is the most dominant, followed by twitter, while LinkedIn is more for professional related communications while my space which is more popular among the young ones.

A person can make use of the social network sites to publish your own news, communicate with others people on various continents, raise funds for a campaign and organize a report or an event or find local volunteers.

This is how a person can make use of the social networking sites, write an instant message to the next person which can allow real time communication, have an instant web presence by for instance signing up and create a profile or a wiki or a blog, share or gain knowledge, find jobs or employees as well as consultants, promote your event or share content by writing stories on your blog, create own social networking and link up with various groups, provide new ways for people to connect to your organization.

For a person to make use of the social network site, you need to read and sign for a user service agreement and you become a family with those in touch with you.

For my the media which is my profession, those signing up can for instance create pages for the business to be on the look out of the customers concerns and even positive comments and give feedback. Such pages can also be used to promote particular strategies - such as communication as long as such ideas are clearly defined and how they would be carried out - on what platforms and how.

Innocentia Gaoes, Web 2.0 participant from the Villager Newspaper in Namibia

There is therefore so much a social network user can benefit from - as an individual, group or a business, all that must be done is to acquire the necessary tools which most of the time are available such as computers and laptops and mobile phones - and more importantly, train the users how to make maximum use of such opportunities.

This content was generated as part of my final excise for the Web 2.0 training course which ended in Windhoek on 31st January 2014. The workshop was organized by the University of Namibia in conjunction with the Technical Centre for Agriculture and Rural Cooperation, CTA. Simunza Muyangana, a Web 2.0 Specialist conducted the five day training.

Web 2.0 Revolutionizing the social media

Social communication among people, institutions and groups have changed completely. It has become simple, fast and almost accessible to any person who has the enthusiasm to learn new ways of interacting with other people.

This types of communication is referred as social media and usually takes place through the facilitation or interactiveness of web-based services that help people to share information and collaborate online more easily then with the earlier tools. This process is also referred to as read/write web and is always a two way traffic.

According to IMARK Information Management Resource Kit on social media for development which was shared with the participants of the five day Web 2.0 training course jointly organized by the University of Namibia and the Netherland-based Technical Centre for Agriculture and Rural Cooperation, CTA which ended in Windhoek on Friday, 31st January 2014, the term Web 2.0 was a brand for a technical conference organized in 2004. This word later was used for "Marketing Hype".

IMARK Information Management Resource Kit which was reiterated by the Web 2.0 training Course Specialist Simunza Muyangana states that are four key areas that a person can make use of the social network to improve communication. These are connecting with other people with other people via social networks, collaborating and doing things with other people, creating and sharing content and finding, using, curating, organizing and reusing content.

Some of the Web 2.0 participants, Polytechnic of Namibia's Julliet Eiseb and Aline Uerieta Amutenya.

Social media also supports different sizes such as smaller groups, communication collaboration even when they are geographically distributed. Nowadays, people talk about community journalism which allows almost anyone as long as he or she has the right tools such as mobile phones, laptops or computers to write about an event and share that with others - communities, friends or even with national or private broadcasters who might not have been at that event as it broke. The good example is that of CNN's ireport which allows audiences to record their event events and post them on CNN platforms or refer to such posts during their broadcast.

In Namibia too, I believe any person who can record breaking news can share that with the relevant media houses and just be credited for his work - as it gives access to the broader audiences, readers or followers to also take not of the particular event.

Such people or reporters who use the various internet connected tools including tablets and sent content via  podcast, video, blogs and tweets are referred to as social reporters. These bits of content are usually aggregated into a web or via a "hashtag".

Social networking is therefore a practice of individuals connectivity and communicating around a common interest, using online tools and networking sites.

Despite its positive impact to communication, social networking also poses new challenges which include, overloading of people who now have to compete for attention as many social network users flood the various platforms. There is also a challenge of inequality and access to knowledge sharing as some people have means compared to others to have access to the various social platforms and tools and learn how to make use of them compared to the those with limited resources. The other challenge is the fact that social networking is now directly in the face of the "norm" or traditional way of doing things - at business or community levels - because those who have access to the tools will now be acting in a fast and easy way compared to for instance a corporation that must first follow certain rules before it can for instance act on an issue.

Web 2.0 has therefore revolutinize the social networking among people and businesses.

As for the author of this content, improved communication methods through social medica can enhance the way things are done at the work place, almost in all divisions - marketing and sales, production, technical as these platforms allow managers to access certain information and strategies how to improve on the operational processes.

Need for collaboration among UNAM, POLY, NIPAM & even IUM - Why is a student who successfully completing a diploma at NIPAM cannot proceed with further studies at UNAM or POLY?

One of the interesting issues highlighted during former Motor Vehicle Fund, MVA CEO, Jerry Muadinohamba was the much needed close cooperation among the tertiary institutions, the University of Namibia, UNAM, Polytechnic of Namibia, Namibia Institute of Public Administration Management NIPAM and even the International University of Management, UIM.

Citing an case in point, Muadinohamba said once a person successfully completesda particular diploma at NIPAM, the University of Stellenbosch could admit that candidate to proceed with the MBA studies. However, UNAM or Poly would not admit that person for the next field of study. And the question was; why was that happening if the institutions could work closely together? How come a university in SA accepts a candidate from NIPAM and not our own institutions?

The other example made was, if that same person completes and MBA from outside the country, UNAM would still want to find out about the total points obtained at the grade 12 level. Therefore, he called for different thinking and different ways of operations to improve partnerships among various institutions including other government set-ups such as SOE's.


Apart from IUM which is a public tertiary institute, the other institutes receive public funding and therefore it would be good if such institutions can work closely to enhance their quality and improve their resource management.

However, there seems to be hope on this issue as NIPAMs Chief, Professor Joseph Diescho when asked when this collaboration would start especially allowing a candidate from NIPAM to for instance get entry to proceed with further studies at POLY could be initiated, he (Prof Diescho) said the discussions were underway.

Muadinohamba held a public lecture on SOE and their transformation - with focus on where they were going in terms of their leadership paths.

Compiled by Menesia Muinjo

Apparantly Namibia has no capacity when it comes to the appointment of top leadership especially at SOEs. But Why?

The issue of having human resources that are able to lead State Owned Enterprises in Namibia featured during former Motor Vehicle Accident Fund (MVA) CEO, Jerry Muadinohamba's lecture on SOEs versus transformation held at the Polytechnic's auditorium in Windhoek last night. It seems only other people from outside Namibia has the capacity to lead businesses locally, 24 years after independence??? Why?

It is understood that corporate top leadership have the responsibility to train its human resources to prepare them to lead the businesses at anytime. However, the contradiction which Muadinohamba also highlighted last night is that the CEO's who are the leaders of the top leadership teams turn around and say their executives or employees in general have no capacity to lead the organizations. How could this possible, why didn't they train and prepare their executives to be able to take over the leadership at any time?

During his lecture, Muadinohamba said CEO had the responsibility to create the climate and conducive environment for the Board of Directors to understand and support issues including the training of the executive leadership and general staff.

Jerry Muadinohamba addressing audiences on the lecture - SOEs versus Transformation

Most State Owned Enterprises at the moment do not have succession plans - which prepare the executives to take over whenever the MD's or CEOs moved on in their profession/career.

"At MVA, there are between 6 and 7 executives who obtained their Masters Degrees - from Oxford University, from Germany and other institutions. These employees had their studies fully funded by the organization". "All of those employees are ready to take over the leadership of the institution", therefore there is no issue of the executives not having the capacity, Mwadinohamba confirmed.

The former MVA CEO said employees receive N$12 000.00 annually to study, in any field that will improve their career/profession and are not restricted to only take programmes that are related to what they do at the business.

The current MVA CEO, Rosalia Martin-Hausiku who succeeded Muadinohamba has been a member of the same business top leadership, however, she was prepared to be a top leader - both academically and professionally just like his other colleagues under the watchful eye of Muadinohamba.

The question that arises therefore is, if MVA could train its managers or prepare them to take over the leadership, what prevents other SOEs to do the same?

Muadinohamba therefore encouraged all the SOE leadership to start to think differently, allow people to think differently and  achieve goals differently. He said one of the ways to do so was to allow staff members including cleaners to participate in the business and be listened to.

Women, must be given opportunities and allowed to also attend professional or academic courses, young people too have to be considered as they will be the leaders when the seniors are gone one day.

Muadinohamba said leadership is like a person teaching a five year old how to cycle. And in the cycling process, the child would fall now and then, but that person or the leader has to help that child to balance and be fit to reach a certain point. He said this example was the same in leadership where some of the leaders or managers or staff would fall but must still have the endurance to move on to the final destination.

He also gave an example of those who manage to get to the top of Dune Seven first through competition as usually only one person ends up at the top. But he asked if those who arrive there first do look back and give a hand to those struggling to also reach the top as the team can only be good as its weakest link.

Muadinohamba many so many examples of how leadership should be viewed - that people should go outdoors to test their leadership skills - because a person's leadership attitude at the business can also be portrayed or measured the same way while outdoors. Issues like canoeing, mountaineering in a group can easily be good indicators on how a person can be a good leader in supporting others, listening to them, allow them to participate and just synchronize in what they do - e.g. through paddling of canoes to determine if you are doing in one direction or the opposite direction. He said at one outdoor trip, he refused to participate in some of the activities, giving a lot of excuses, but he regretted his action then as that said something about his leadership and that's how he learn to think and do things differently.

In a nutshell, Muadinohamba basically said Namibians especially the various leadership are quick to confirm that Namibia has no capacity, while they are the ones with the influence and responsibility to improve or contribute to that capacity. And this he said should change through doing things differently. He said he was given a chance by the board of directors that interviewed him first - and believes that if other people are supported and assisted to be fit and keep the cycling balance like the  five year old, the can go along way.

Polytechnic Auditorium One packed with audiences

It is the author's believe that as of last night, each corporate executive will start to think; differently, allow others to think differently and participate in the business and create the climate to prepare others to be able to take over the leadership whenever it is needed and to stop saying at a particular SOE or in Namibia in general, there is no capacity among executives to succeed those coming to the end of their employment contracts.

The lecture was well attended, with the auditorium fully packed - by captains of industry, students, scholars and CEO's of some businesses including the NBC Director General, Albertus Aochamub, NAMPOWER's MD, Paulinus Shilamba, NIPAM's Chief, Prof Joseph Diescho and many other promintent business personalities.

Compiled by Menesia Muinjo

Opportunity for scholars to publish their theses (research proposals) on the world wide web (www or web) - Google Drive

There is a perception that if you have not "published" or your work is not on the web, then you do not exist, this believe is more popular among the Generation Next Group (young communities). In other words, if someone is a professor or senior or just a lecturer and "has not published", then that is a big challenge to especially this particular group.

Many of the scholars have infact done their theses but have not published these due to various reasons which include avoiding potential comments, public scrutiny etc. Others basically did not have the money to have their work published.

At the same time, there are also many scholars including the author of this content have been pondering as to how they could publish their theses on the web especially those who want to share their research outcome and recommendations with the public.

From the Web 2.0 training workshop currently underway in Windhoek, Namibia, participants were trained to make use of some google tools that can make both our professional and social communication easy.

One of the tools we learnt include Google drive which enables scholars to publish their theses or research proposals in a protected format - such as read - only or in a pdf file. The author or publisher can then invite the particular communities of practice or individuals to view, comment or even edit a particular post or document, but only if mandated to do so.

This to me is such a great opportunity availed to anyone who wants to empower fellow Namibians or the general public on the content that has just been developed on the web.

So, if you have to tools at your disposals, laptops, PC's and mobiles, why don't you just learn how to make use of such functions that can just make your life easier?

Web 2.0 for development - training course in Windhoek, Namibia

The University of Namibian in conjunction with the the Netherland-based Technical Central for Agriculture and Rural Development, CTA have introduced the five day Web 2.0 for development Training Course currently underway in Windhoek, Namibia.

Simunza Muyangana, an International ICT and Web 2.0 and Google related platforms is the facilitator of the training course. Most participants are academics from the University of Namibia's Media Faculty and a number of media professionals from the industry.

The course has exposed the participants to so many ICT related tools that makes their daily social and communication interaction easier - which include, twitter, skype, facebook, delicious, feedly, blogs, vlogs, google drive, book marking and tagging etc.

The trainees who are envisaged to be trainers of the trainers have discovered so many useful tools that can improve their professional and social lives. For instance, lecturers can now make use of google drive which enable them access to a particular document and moderate, edit and mark it, especially the student theses. Only mandated lecturers plus the specific student can have access to a particular thesis and all involved can trace the amendments to the document.

At the same time, scholars can also publish their theses online and invite particular groups or individuals to view them in a protected format such as read-only and pdf formats. They learnt about creating survey forms which they can use to finding our about a particular issue in their environment, such as the salary increase percentage as such a form enables employees to give their input accurately and allows the feedback to be classified in a percentage formats through graphs etc.

The participants created own google maps today and inserted directions depending on what spots they want to indicate to their target groups. It's such a fun training course as much as it can also be a bit challenging as many of the participants are being exposed to some tools for the first time.

The participants learnt about creating their own wikis and enable others to have access to them through read only, edit and commenting space.

The training course which started on Monday, 27th January and ends on Friday, 31st of January 2014.