Gutanga service nziza hari icyahindutse mu Rwanda? Umva ababyigisha…
Callixte Kabera umuyobozi wa Kaminuza ya UTB (University of Tourism and Business Studies) yahoze yitwa RTUC
* Abatanga imirimo ngo nibakoreshe uwabyigiye kandi ubishoboye
* Gutanga serivisi mbi ngo biva ku bushobozi bucye
* Umuseke waganiriye n’abigisha gutanga serivisi inoze
Aho tugana dusaba service buri muntu akenera kwakirwa neza no guhabwa service nziza, Perezida wa Republika yabitinzeho mu nama y’Umushyikirano iheruka ko abantu bakwiye guhagurukira gutanga no gusaba guhabwa service nziza. Ubundi se ubu gutanga service nziza bihagaze bite? Twaganiriye n’umuyobozi wa Kaminuza ifite ishami rigendanye nabyo…
Callixte Kabera umuyobozi wa Kaminuza yigisha iby’ubukerarugendo no kwakira abantu muri rusange avuga ko imitangira ya service mu Rwanda igenda iba myiza nubwo ngo bitaragera ku kigero cyo kwishimirwa.
Ahakiri icyuho ngo ahanini biterwa n’uko usanga bakoresha abantu batabyigiye kandi batabishoboye, abakoresha bakabasaba gutanga ibyo badafite.
Kabera Callixte uyobora Kaminuza yigisha ubukerarugendo, kwakira abantu n’ikoranabuhanga (UTB/ yahoze yitwa RTUC) avuga ariko ko hari intambwe igenda iterwa gahoro gahoro.
Ati “Ishusho ku rwego rw’igihugu ni uko umunsi ku munsi gutanga servisi bigenda biba byiza kuko hari igihe cyabayeho rwose mu gihugu imitangire ya serivise itari imeze neza. Cyane cyane iyo twigereranyaga n’ibihugu duturanye cyangwa n’ibindi bihugu byo hanze.
Ariko muri iyi myaka ya nyuma ya za 2015,2016,2017 usanga ko imitangire ya serivise yagiye izamuka umunsi ku wundi. Ubu mu byukuri itandukaniro ririmo ntabwo ari rinini iyo twigereranije nibyo bihugu byo muri East Africa ndetse turi mu ba mbere rwose.”
Hari inzego zigicumbagira
Nubwo hari igihinduka ariko ngo hari inzego zikiri hasi mu gutanga servisi inoze cyane cyane ngo mu nzego z’ibanze zigarukwaho kenshi n’abaturage bazigana.
Ubushobozi bucye ku batanga service ngo niyo ntandaro hakiyongeraho kudahana abatanga service mbi nk’uko abivuga.
By’umwihariko ikibazo gikomeye ngo ni uko abakoresha abantu usanga bashaka gukoresha abadafite ubumenyi bw’iyo service batanga banga guha umushahara ababyigiye. Bakagaha bene wabo batabifitiye ubumenyi bityo nabo service batanga ikaba mbi.
Ati “ Uwo rero ntabwo wamusaba gutanga icyo adafite.”
Nka Kaminuza ibyigisha umusanzu wabo uraboneka?
Callixte Kabera avuga ko iyi kaminuza ifite amashami yigisha n’ibyo gutanga service nziza no kwakira abantu abanyeshuri imaze gushyira ku isoko ari bacye ugereranyije n’abakenewe, ariko ngo hari impinduka aho bari.
Ati “nko mu by’ubukerarugendo n’amahoteli abarangije hano bigaragara ko batanga umusaruro kuko ababakoresha baba bifuza n’abandi nkabo.”
Umwanzuro
Ikintu kizatuma gutanga service inoze bizamuka kurushaho mu Rwanda ngo ni uko abakoresha bahagurukira gukoresha abantu bize ibyo bakora, kuko ngo ubyica abizi nibura ubona aho uhera umubaza impamvu bityo n’abatanga service mbi nkana bakabihanirwa . Gutanga service nziza ngo byagera aho bikaba umuco.
Photo © C.Nduwayo/Umuseke
Callixte NDUWAYO
UM– USEKE.RW
English
5 Comments
Mu nzego za Leta urugendo ruracyali rurerure….. baracyakeneye amahugurwa ya customer care…. aho babashije gutera intambwe, n’ukuntu bakira umuyobozi ( umutegetsi? simbizi…. ) ukomeye, naho abandi babakira uko bishakiye… jyewe ntabwo nize ibi bintu, aliko numva ko ukugannye uwaliwe wese umera nk’uwambaye inketo yambaye ukamwumva, yewe n’iyo yaza nta nkweto yambaye, wenda aba ageze imbere yawe wowe utekereza ko wabaye umukire ukaba ugomba kwakira neza abakire bagenzi bawe…
Ni byiza!
Hari ikintu mbona cyatugirira akamaro kiramutse kitaweho; Kuki hadakorwa research ku bashinzwe ibyo kwakira abantu (Secretary, Public relation Officers, Customer care Officers, etc) ngo hamenyekane ingorane zirimo???? Reka mbahe urugero; Wari uziko hari aho usanga ikigo gifite abakozi barenga 100 cg 200, ariko ushinzwe kuyobora/kwakira abantu ari 1 gusa, utemererwa kujya muri mission, training cyangwa congé nk’abandi? Iyo akazi kamaze kumurenga bigenda bite? Cyane ko hari aho usanga ibintu byose babimusunikira? (Kwakira abantu, photocopy, typing, scanning, printing, gusoma no gusubiza E-mails/phone calls, etc, etc).
Observation yindi natanga ku bibaza impamvu abakoresha bamwe baha akazi abantu batabyigiye, nuko bishoboka ko wasanga University zimwe zigisha ibitagikenewe ku isoko ry’umurimo!!! (Ubuse wahamya ko kugirango ukore muri Bank i.e. kuri guichet, ugomba kuba uri inzobere muri Comptabilité cg Finance? Ejo bundi ntibatangaje se ko Marriott hotel yatumije abakozi bashoboye hanze kubera hano ntabo? Nonese RTUC/UTB ntimaze imyaka ishyira inzobere ku isoko?). Muri macye uyu munsi Experience ifite agaciro cyane kurusha Degree.
Icy’ibanze abanyarwanda bakeneye, ni ukwibona mu batanga servisi zirebana n’ubuyobozi bubarangaje imbere n’imibereho yabo, ntibibe umwihariko wa bamwe babigize nk’akarima kabo cyangwa umwihariko wabo. Ntabwo umuntu amyira umwana cyangwa ngo amuhehe kubera ko akunda ikimyira cyangwa amazirantoki, ni ukubera ko akunda uwo mwana. Ntawurangarana umubyeyi we, umuvandimwe cyangwa inshuti akunda mu gutanga servisi. Ntawaka ruswa uwo yemera ko amukesha byose. Iyo utayobowe n’abagukunze, ibindi byose biba byapfuye. KUNDA NURANGIZA UKORE ICYO USHAKA, niko Saint Francois d’Assise yavugaga.
Kwiga ibijyanye na Customer care ku munyeshuri ntibihagije, binagendana na Personality, character, impano,…, by’umuntu. Rero twibuke ko bamwe mu banyeshuri bacu bahitamo ibyo baziga atari uko babikunze cg babyiyumvamo (intrinsically motivated) ahubwo bitewe n’icyo babitegerejeho nk’akazi, Diplome (extrinsically motivated).
(NB; My Experience; ndababwiza ukuri ko bitoroshye gukora Umurimo usaba kwakira umuntu buri kanya, ugomba kumuvugisha no gusubiza buri kibazo abajije, kurengera ikigo ukorera imbere y’abo wakira niyo waba ubizi ko ari cyo gifite amakosa, etc….)
“Gutanga service nziza” no “kwakira abantu neza” biratandukanye rwose. Ikimbabaje ni uko iyo nsomye izi “comments” ziri hano nsanga abantu bavangavanga ibyo bintu bibiri bitandukanye. Umuntu ashobora guhabwa Service neza mu Kigo runaka kandi wenda atakiriwe neza n’ubishinzwe muri icyo kigo. Kimwe n’uko umuntu ashobora kwakirwa neza mu kigo runaka ariko Service bamuhaye agasanga ari mbi.
Dutandukanye Public Relations muri Institution na Service Delivery. Nshobora kujya kwa muganga kwivuza nagerayo uwakira abantu akanga no kumpa aho mba nicaye ntegereje kubonana na muganga, ariko muganga yagera igihe cyo kunsuzuma nkinjira mu cyumba asuzumiramo abarwayi, akansuzuma neza ku buryo bushimishije akananyandikira imiti myiza ikwiranye neza n’indwara mfite kagenda ngafata ya miti nyuma yo kuyifata nkumva nakize indwara nari mfite. Urundi rugero: nshobora kujya kwaka ibyangombwa ku murenge umuntu ushinzwe kubimpa namubwira ibyo mushakaho akabanza kuncunaguza anambwira nabi n’agasuzuguro kubera wenda uko ambona nteye, ariko agahita ategura neza bya byangombwa namusabye akabimpa uwo munsi ntagombye gutegereza ngo nzagaruke ejo. Birumvikana ko nubwo nakiriwe nabi ariko service nari ngiye nshaka nayibonye kandi ndishimye.
Mu gihe tugiye gusaba service runaka rero, icyangombwa tuba tugamije mbere na mbere ni uguhabwa iyo service, iyo tuyihawe neza rero biradushimisha, naho ibindi byo kuvuga ngo kwakirwa neza biterwa n’uko wowe ubibona.
Ibyo kwakira umuntu neza nta shuri bigomba, umuntu wese ufite uburere bwiza, akagira ikinyabupfura akagira impuhwe akagira ubumuntu muri we ashobora kwakira neza abantu kurusha uwagiye kwiga amasomo yo kwakira neza abantu mu ishuri.
Yego iyo ugiye kwaka service runaka biba byiza iyo wakiriwe neza n’ubishinzwe ariko icyangombwa tugomba kureba neza ni ukuntu twahawe service twasabaga n’uburyo iyo service yatunyuze.
Iyo ugiye kuri Hotel gucumbikamo, icyangombwa ni uko uhabwa icyumba cyiza gifite isuku n’ibyangombwa byose bijyanye na cyo kandi waba wifuza gufata ifunguro ukajya uribona ku gihe kandi riteguye neza ku buryo rikunyura, waba ushaka kuruhuka ukaryama neza ugasinzira nta rusaku ruhari rwakubangamira mu bitotsi byawe.Ntabwo rero ukeneye cyane ko abakozi igihe bajya kukwereka icyumba cyangwa mu gihe bukuzanira ifunguro baza bagusekera buri gihe cyangwa bakubwira utugambo two kuryoshyaryoshya n’utundi turingushyo, oya rwose, ahubwo icy’ukeneye ni uko abo bakozi baguha icyo cyumba wishimiye n’ifunguro bakuzanira bakarizana neza rifite isuku kandi abarizana nabo bakaba bafite isuku ku mubiri kandi n’ibindi byose bagukorera aho kuri Hotel ukabona babikora kinyamwuga.
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