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How to build a culture of service excellence: Ron Kaufman to lead event in Colombo

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LUX resorts Maldives

In light of Sri Lanka’s emergence from its worst-ever economic crisis, organizations must prioritize customer service excellence as they navigate evolving business landscapes, changing customer needs, and heightened competition. Effective, authentic customer service remains the cornerstone of any successful organization, news release connected with an upcoming event said.

Well-known Global Customer Experience Guru Ron Kaufman will lead an event in Colombo, Sri Lanka, on June 6 at Waters Edge, Battaramulla, focusing on uplifting customer service and elevating organizational excellence amidst challenging contexts.

Kaufman is known for his holistic approach to service design, execution and transformation to create a customer service culture that supports employees, delights customers and drives organizational performance.

A case study demonstrating the transformative power of excellence in customer service is the experience of Air Mauritius. Collaborating with Kaufman and his team in June 2012, the airline successfully overhauled its service culture. This effort resulted in a remarkable turnaround: the organization reversed a $30 million loss, achieved profitability, reduced employee attrition to less than 5%, and significantly improved the compliments-to-complaints ratio from 2:1 to 12:1, the release said.

“Another compelling example is the case of LUX resorts in Mauritius and Maldives, which faced the challenge of maintaining stability during a profound financial crisis in 2010. Despite lacking substantial capital for significant investments due to the fragile external environment, the leadership focused on what they could control.

Ron Kaufman

“Collaborating with Kaufman and team, the organization concentrated on cultivating an exceptional team capable of delivering a world-class guest experience. Through this strategic approach, LUX successfully transformed a mid-tier group of struggling properties into highly acclaimed luxury resorts, achieving remarkable improvements in room rates, occupancy, and profitability by prioritizing excellence in customer service.”

A unique aspect of the event, the release said, is that it is attuned to Sri Lanka’s current contexts and challenges, offering valuable insights for organizations aiming to revamp their services for diverse client bases. Additionally, the event is tailored to accommodate entrepreneurs and professionals across all levels, ranging from c-suite executives to managers to customer service representatives.

“Furthermore, the insights gained from this session will prove invaluable to leaders, teams, and organizations in leisure & travel, airlines, logistics, IT/Software BPO services, banks & financial services, insurance, telecom, retail business, hospitals, education, real estate, various professional services, exporters and investor services,” it said.

Ron Kaufman is one of the world’s most sought-after educators, consultants, thought-leaders and customer service speakers on the topic of achieving superior service. For over three decades, he has assisted companies on every continent build an organizational culture of service excellence which has translated into tangible business results. Ron Kaufman’s client portfolio over the years includes Microsoft, Coca-Cola, Singapore Airlines, HP, Nokia Networks, Marina Bay Sands, and many more.

Ron Kaufman’s event in Sri Lanka is organized by BNI Sri Lanka, the local arm of BNI (Business Network International), the world’s largest referral networking organization. With nearly four decades in operation, BNI has amassed over 324,000 members worldwide across 11,100 chapters in 77 countries. In the last 12 months, BNI members have generated US$22.1 billion worth of business.

In Sri Lanka alone, the BNI network comprises 15 chapters across the country, with over 500 members and growing. Recently, BNI Sri Lanka has locally passed over 28,683 referrals, generating over LKR 4.1 billion in successful new business for its members. BNI is changing the way the world does business.

Ron Kaufman’s event, “Uplifting Customer Experience: No Matter What Happens in the Economy, the Industry, or the World,” will be held on June 6, 2024 at Waters Edge, Battaramulla.

Registration Fee is LKR 25,000. Concessionary rates are offered to members of numerous professional bodies, trade chambers, and business associations to reach a wider spectrum of stakeholders.

For inquiries, please contact Heshani on 0706677281 or Pravinth on 0763156502. Please visit www.buildingaglobalsrilanka.com for more details



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Unlocking Sri Lanka’s hidden wealth: A $2 billion mineral opportunity awaits

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Surveys have indicated that minerals such as thorianite and uranium-bearing minerals are present in Sri Lanka

Sri Lanka stands on the brink of an economic transformation, powered not by traditional exports, but by the vast, untapped mineral wealth lying beneath its soil and off its shores. According to a comprehensive new business report launched by the Pathfinder Foundation in collaboration with the Australian Trade and Investment Commission, on 17th December in Colombo, the island’s mineral sector holds a staggering unrealised export potential of up to USD 2 billion.

Currently, Sri Lanka exports most of its high-purity minerals including world-renowned vein graphite, rare earth elements (REEs), and mineral sands in raw or semi-processed form, capturing only a fraction of their true value. The report reveals that while current exports to top destinations total about USD 389 million, the achievable potential is estimated at USD 778 million, with the full downstream value-add opportunity reaching several times that figure.

“Sri Lanka has great potential for exports,” stated Australian High Commissioner Matthew Duckworth at the report’s launch. “It is not only about mining but also about refining – moving up the value chain to get significantly higher export earnings.”

The nation is endowed with critical resources essential for global clean energy and high-tech supply chains. This includes an estimated 5 million tonnes of graphite (with purity up to 99.9%), over 600 million tonnes of mineral sands containing REEs like neodymium, and the massive Eppawala phosphate deposit, which alone holds 60 million tonnes of phosphate-bearing material. Experts believe even these numbers may be conservative due to a lack of island-wide surveys, pointing to major exploration opportunities.

However, realising this potential requires urgent action. The report identifies systemic barriers: a fragmented regulatory framework involving over 18 agencies, slow licensing, infrastructure gaps, and outdated mining methods. These challenges have discouraged investment and prevented value addition.

The path forward is clear. The government is already moving to modernise the approval process via a unified digital platform and is crafting a national critical minerals strategy. The report emphasises that success hinges on attracting foreign expertise and investment, particularly in downstream processing – turning graphite into battery-grade material, refining rare earths, and processing mineral sands domestically.

Australia, with its global leadership in sustainable mining and technology, is positioned as a key partner. Australian METS (Mining Equipment, Technology, and Services) companies can bring advanced technology, ESG-compliant practices, and training, potentially reducing operational costs by 30-40% while improving recovery rates.

“For Sri Lanka, the stakes are high. Developing a modern, sustainable mineral sector can diversify the economy, create high-value jobs, build resilience, and integrate the nation into strategic global supply chains,” the Australian High Commissioner noted. The message from the report is one of urgent optimism: the resources are here, the international partners are ready, and the roadmap is laid out. Now is the time for policymakers, investors, and stakeholders to come together to unlock this buried treasure for the benefit of all Sri Lankans.

By Sanath Nanayakkare

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Environmental damage now a direct threat to telecom operations, SLT chief warns at 2026 calendar launch

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Dignitaries at the launch of the SLT calendar

Environmental destruction is no longer an abstract environmental concern but a direct business risk, Sri Lanka Telecom/Mobitel Chairman Dr. Mothilal de Silva warned, as the national telecom giant launched its 2026 corporate calendar linking climate change, marine degradation and network stability.

Unveiling the calendar, Dr. de Silva said the initiative was not a ceremonial exercise but a corporate statement on responsibility and survival. “Today we are not just unveiling a calendar; we are sharing a story — a story of beauty, resilience and profound responsibility,” he said, stressing that environmental protection had become business-integral for SLT.

The 2026 SLT-Mobitel desk and digital calendar takes viewers beneath Sri Lanka’s seas, focusing on the intricate forms of marine shells and clams. Created by renowned artists Pulasthi Ediriweera and Nalin Jayarathna, the artworks portray seashells as both natural marvels of design and lasting symbols of fragile marine life.

“Each shell is a protective home — a permanent memorabilia left by gentle creatures,” Dr. de Silva said. “In their form and pattern, they send us a silent message about their presence and their urgent need for protection.”

Drawing a direct link between ecological degradation and recent climate-related disasters, Dr. de Silva rejected attempts to mask environmental realities. “You cannot cover this up with fake news. The destruction of forests, hill-country ecosystems, tea estates and irresponsible land use has created these calamities,” he said, referring to recent cyclonic events and flooding.

He warned that climate change and rising sea levels were already affecting SLT’s core infrastructure. Sri Lanka’s international connectivity depends on five subsea communication cables landing in Colombo and Matara. “Unusual sea-level rise and abnormal tides have already caused network outages. When the sea is disturbed, it directly affects the quality and reliability of our network,” he said.

Dr. de Silva said SLT and its international consortium partners follow strict environmental safeguards when laying, maintaining and even disposing of subsea cables. These include detailed environmental surveys, route planning to avoid sensitive marine ecosystems and specialised installation techniques. Cable repair operations based in Galle, he added, also adhere to stringent environmental standards.

“Our work is fundamentally about connection — connecting people, businesses and nations. But this connection must be built with care for the environment that hosts it,” he said, noting that sustainability was not merely a corporate social responsibility obligation but essential to business continuity.

Marine naturalist Dr. Malik Fernando, addressing the launch, highlighted Sri Lanka’s rich but inadequately studied seashell diversity. He said several marine and freshwater mollusc species were protected under existing laws, yet continued to appear in markets due to weak enforcement.

Some shells, including cone shells, are highly venomous and capable of causing human fatalities, Dr. Fernando noted, underscoring the risks posed by unregulated collection. While many mollusc species are widely dispersed due to larval movement, he said certain rare species recorded from limited locations could be near-endemic and vulnerable to extinction.

Dr. Fernando also pointed to the broader challenge of biodiversity research, noting that many species remain unidentified due to the lack of systematic field studies, despite improved access to global scientific resources through digital platforms.

In concluding remarks, Dr. de Silva called on the media to play a responsible role in conveying environmental truths to the public and suggested that the calendar be shared internationally, including at future UN climate conferences. “A digitally empowered Sri Lanka must go hand in hand with preserving its natural wonders,” he said. “This calendar is a reminder that protecting the environment is not optional — it is essential for our future.”

By Ifham Nizam

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Tokyo Cement Group honoured for impactful CSR at SLIM Brand Excellence 2025

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Tokyo Cement team accepting the Merit Award for CSR Brand of the Year at SLIM Brand Excellence 2025 Awards ceremony

Tokyo Cement Group’s longstanding commitment to social progress and sustainability was honoured with a CSR Brand of the Year Merit Award at the SLIM Brand Excellence 2025 Awards ceremony held recently. The accolade recognises the Group’s flagship environmental conservation and community empowerment initiatives, designed to drive national transformation through meaningful, measurable CSR initiatives.

The Tokyo Cement led environmental stewardship programmes appraised by the award includes mangrove restoration, forest plant nurseries, coral reef rehabilitation, and marine biodiversity conservation projects, aimed at creating a sustainable and greener future. Through decades of collaborative engagement with expert project partners Tokyo Cement has delivered remarkable milestones in each focus area. This includes planting nearly 100,000 mangrove saplings along the Northern and Eastern coastlines and supplying over 116,000 forest trees nurtured at its own nurseries. The company’s Coral Reef Rehabilitation project, which upcycles ready-mixed concrete waste, has deployed more than 1,000 Reef Balls that act as artificial reef substrates at critical reef restoration sites around the island.

Among Tokyo Cement’s most influential sustainability initiatives is its Renewable Energy Programme that makes its entire local manufacturing process 100% energy independent through an installed capacity of 24MW. With the support of nearly 2,500 farming families across the Mahiyangana, Badulla, Monaragala, Trincomalee, Kilinochchi, and Jaffna districts, who have helped plant more than 10 million Gliricidia trees, the company plays a key role in mobilising the country’s rural economy.

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