In the May edition, we dwelt in knowing how to predict when customers come knocking and we talked of  the importance of knowing times of great customer influx and times when there are low numbers. In order to serve customers better, organizations can go further than this by building proactive s…

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Do customers need confidentiality in their dealings with service providers? Yes and no. Customers need confidentiality and no, they do not need confidentiality. We start with the second premise that customers do not need confidentiality. There are general services and products customers visit to get and can even be announced to them and others as they receive them.  

One going to buy the day’s newspaper really does not need any confidentiality to do so.  Such a paper is not even wrapped again but given as it is. But there are other things that are given as wrapped not because of confidentiality but convenience.…

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If anybody is interested to learn a thing or two concerning business scandals, there are many files to peruse. However, in many ways the Enron scandal offers one of the most dramatic of scenes in the corporate and business world. Like a Hollywood movie, Enron scandal kept the business world riveted. Before Enron, however, was Bayou Hedge Fund Group in the mid-1990s which Miranda Marquit tells us in the article, 5 Shocking Wall Street Scams And What You Can Learn from Them.…

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The aim of employing technology in business was and still is to radically ease the way services are rendered to customers and thereby delivering comfort and convenience to the customer. The use of the word ‘radically’ is important here because technology is not only meant to bring down costs but also make it very easy to access services in an organization and, many times in doing this  radically eases service.…

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Top universities across the globe are defined by three basic principles namely quality education, research and community service. In Kenya, adherence to these principles has largely been compromised among some public and private universities.…

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A man walks in the shop and buys an item and at the counter he is asked whether he wants a receipt or not. Baffled by such a question, he asks the salesperson to explain what he means. The salesperson tells him that should he ask for a receipt, the item cost will be higher because it will include VAT but can choose to avoid that and buy cheaper if he does not demand for a receipt. Well, welcome to Kenya because this is what happens in many businesses.…

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The irony is conspicuous. Although Kenya has a relatively large industrial sector, its contribution to economic growth has over the past two decades remained extremely low. The sector, despite its potential, has not been dynamic enough to function as an engine for growth for the economy. In deed the industrial sector has been inward-looking with limited technological progress and reflects past import-substitution and export-led policy orientations.…

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Kenya is in dire need of more specialized and qualified manpower. As the economy grows, the country is at a point in history where it needs professionals to steer the different sectors. This is something the United States International University-Africa (USIU-Africa) understands. In fact, in establishing the School of Science & Technology (SST) in 2009, the university was directly responding to the need of training for qualified manpower.…

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The term strategy originates from the military It connotes military operations and movements in a war or battle. In business, strategy can be defined as a plan of action or policy designed to achieve a major or overall aim. Execution is defined as the carrying out or putting into effect of a plan, order, or course of action.…

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Sometime in 2009, Judith Muthoni Githae found herself in a situation that can only be equated to being plunged into the middle of the deep sea. Only six months after joining SIL International, a US-based Christian non-governmental organization (NGO) committed to serving language communities worldwide as they build capacity for sustainable language development, she was appointed the Nairobi Operations Manager. Ultimately, it meant the mantle of co-ordinating the organization’s operations in Nairobi had been placed on her shoulders.…

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The dream of prosperity for Kenya, and Africa in general, will remain a mirage if the status quo is maintained. To prosper, the continent demands a significant paradigm shift in leadership. This is the blatant assessment by Allan Bukusi, a Corporate Leadership Team Development Consultant at Management Decision Information (MDI).…

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