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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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Industry and Entrepreneurship Development Minister Handunneththi’s visit to Lumala highlights key industrial concerns

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Minister inspecting along with Lumala factory manager Ranjith Siriwardana (left)

With the aim of assesing the current challenges faced by local industrialists and explore avenues for government support, Minister of Industry and Entrepreneurship Development Hon. Sunil Handunneththi visited City Cycle Industries Manufacturing (Pvt.) Ltd., widely known as Lumala, on March 24 at its factory in Panadura.

During the visit, Minister Handunneththi engaged with senior officials and employees to understand their concerns and operational difficulties. In a statement shared on social media, the Minister acknowledged the pressing challenges affecting Sri Lanka’s manufacturing sector and emphasized the government’s commitment to providing swift and effective solutions.

Minister Handunneththi further reiterated the government’s intent to position local manufacturers as key stakeholders in Sri Lanka’s economy by addressing regulatory hurdles, market imbalances, and supply chain constraints.

The visit comes amid growing concerns from Lumala employees and management regarding the state of Sri Lanka’s bicycle manufacturing industry, in the backdrop of facing significant challenges, including an influx of imported bicycles and components that circumvent regulatory checks. In addition, the high taxes on raw materials used in local manufacturing has further exacerbated production costs, making it difficult for domestic manufacturers to remain competitive.

Earlier this year, Lumala employees called for urgent government intervention to address these challenges, warning that ongoing financial strain could lead to further shutdowns of critical production units, job losses, and setbacks to the broader industrial ecosystem. With a local value addition of 50-70 percent verified by the Ministry, its workforce remains hopeful that government action will help achieve an ethical manufacturing industry.

Lumala, a household name in Sri Lanka’s bicycle industry, has been a key player in sustainable mobility solutions for over 35 years. The company was recently honored with the Best National Industry Brand award under the Large-Scale Other Industry Sector category at the National Industry Brand Excellence Awards 2024.

With a production capacity of 2,000 bicycles per day and a workforce of 200, Lumala continues to cater to both domestic and international markets, producing a diverse range of bicycles, electric bikes and light electric vehicles. In line with Sri Lanka’s goal to expand forest cover to 32 percent by 2030 and cut GHG emissions by 14.5%, Lumala is actively contributing to this mission—both as a company and through its diverse range of products.

As Sri Lanka works towards strengthening its local manufacturing sector, Minister Handunneththi’s visit signals a crucial step toward addressing industrial concerns and reinforcing government support for sustainable and competitive domestic production.

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New SL Sovereign Bonds win foreign investor confidence

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Sri Lanka’s country rating was upgraded from ‘Restricted Default’ to ‘CCC’ following the successful exchange for the new International Sovreign Bonds (SL ISBs) during December 2024. The three types (03) of exciting new sovereign bonds have restored foreign investor confidence.

The Central Bank of Sri Lanka (CBSL) has performed a remarkable role in guiding the economy out of default status and restored economic stability, and gained Sri Lanka a non-default Country Rating of ‘CCC’. Among the key achievements of CBSL, have been to reduce treasury interest rates under 9% and stabilize the currency while rebuilding foreign reserves to $ 6Bn.

SL offers four Macro Linked Bonds (MLBs) linked to GDP growth, a Governance Linked Bond (GLB) and a short term, Fixed Coupon Bond for unpaid Past Due Interest (PDI). The MLBs offer variable returns depending on SL’s GDP growth from 2024 to 2027, (e.g. haircuts can vary between 16% to 39%). The GLB interest can vary depending on meeting 15.3% and 15.4% of Total Revenue/ GDP thresholds in 2026 and 2027 respectively. The PDI bond offers a fixed coupon of 4% until 2028 and trades at around $94.

This combination of unique, variable returns offers global investors an exciting opportunity to capitalize on SL’s economic revival and US interest rate movements. Sri Lanka’s economic resurgence in 2024 was promising, with a 5% GDP growth rate. With improving investor confidence, SL ISB daily turnover now exceeds $10mn.

The Ceylon Dollar Bond Fund (CDBF) is the only USD Sovereign Bond Fund that is exclusively invested in SL ISBs with Deutsche Bank acting as the Trustee and Custodian Bank. The Fund reported returns of 53% in 2023 and 39% in 2024.

We invite foreign investors to enter CDBF while Sri Lanka is rated at ‘CCC’ and consider realizing their investment upon SL reaching a Country Rating of ‘B- ‘. Other advantages of CDBF are, the ability to withdraw anytime and being tax exempted.

Ceylon Asset Management (CAM), the Fund Manager, has commenced an advertising campaign to promote the CDBF to the Sri Lankan Diaspora, South Asian, Middle Eastern and Australian Investors. CAM is an Associate Company of Sri Lanka Insurance Corporation (SLIC) and licensed under the Securities and Exchange Commission of Sri Lanka Act, No. 19 of 2021.

Meanwhile, the Ceylon Financial Sector Fund managed by CAM emerged as the top performing rupee fund in Sri Lanka during 2024, with a return of 64%. Investors can find out more on www.ceylonassetmanagement.com or write to us on info@ceylonam.com.

Past performance is not an indicator of the future performance. Investors are advised to read and understand the contents of the KIID on www.ceylonam.com before investing. Among others investors shall consider the fees and charges involved.(CAM)

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Share market plunges steeply for second consecutive day in reaction to US tariffs

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CSE plunged at open, falling for the second consecutive day yesterday, down over 300 points in mid- morning trade.US President Donald Trump has imposed a 44 percent tax on Sri Lanka’s exports in an executive order which he claimed, spelt out discounted reciprocal rates for about half the taxes and barriers imposed by the island on America.

As a result both indices showed a downward trend. The All Share Price Index dropped 300 points, or 2.32 percent, to 15,294.94, while the S&P SL20 dropped 101 points, or 2.71 percent, to 4,517.37.

Turnover stood at Rs 3.1 billion with six crossings. Those crossings were reported in Sampath Bank which crossed 1.6 million shares to the tune of Rs 181 million and its shares traded at 109, JKH 4.1 million shares crossed to the tune of 80.5 million and its shares sold at Rs 19.5.

Hemas Holdings 400,000 shares crossed for Rs 45.6 million; its shares traded at Rs 114, CTC 25000 shares crossed to the tune of Rs 32.2 million; its shares traded at Rs 1330, Commercial Bank 200,000 shares crossed for 27 million; its shares traded at Rs 135 and TJ Lanka 157,000 shares crossed for Rs 20 million; its shares traded at Rs 46.

In the retail market top six companies that have mainly contributed to the turnover were; Sampath Bank Rs 296 million (2.9 million shares traded), JKH Rs 220 million (11.2 million shares traded), Haylays Rs 195 million (142,000 shares traded), HNB Rs 151 million (519,000 shares traded), Commercial Bank Rs 138 million (1 million shares traded) and Central Finance Rs 129 million (735,000 shares traded). During the day 218 million shares volumes changed hands in 22000 transactions.

It is said the banking sector was the main contributor to the turnover, especially Sampath Bank, while manufacturing sector, especially JKH, was the second largest contributor.

Yesterday, the rupee opened at Rs 296.75/90 to the US dollar in the spot market, stronger from Rs 296.90/297.20 on the previous day, dealers said, while bond yields were up.

A bond maturing on 15.10.2028 was quoted at 10.35/40 percent, up from 10.25/30 percent.

A bond maturing on 15.09.2029 was quoted at 10.50/60 percent, up from 10.45/55 percent.

A bond maturing on 15.10.2030 was quoted at 10.60/70 percent, up from 10.30/65 percent.

By Hiran H Senewiratne

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