Business
How to build a culture of service excellence: Ron Kaufman to lead event in Colombo
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
Company stresses ambition to surpass this milestone
Eyes markets across Africa and beyond
In a groundbreaking achievement for Sri Lanka’s IT and electronics manufacturing industry, EWIS Colombo Ltd, the country’s first and only local computer manufacturer, has successfully exported its first consignment of locally built laptops to Zimbabwe.
This landmark event not only positions Sri Lanka as an emerging force in global IT hardware manufacturing but also highlights EWIS’s commitment to innovation, quality, and excellence on the international stage.
This historic shipment, dispatched from EWIS’s state-of-the-art manufacturing facility in Samajasewapura, Sooriyawewa, underscores the company’s dedication to delivering world-class technology solutions. With over 11 years of expertise in manufacturing and assembly, EWIS Colombo Ltd has played a pivotal role in driving Sri Lanka’s ICT sector forward. As a Board of Investment (BOI) Section 17-approved company, EWIS has established the country’s first and only local computer manufacturing plant, paving the way for the nation’s growth in high-tech exports.
Speaking on this momentous achievement, Sanjeewa Wickramanayake, Chairman of EWIS Colombo Ltd, said: “This milestone is not just for EWIS but for Sri Lanka as a whole. It proves that our country has the talent, capability, and ambition to manufacture and export high-quality IT products, competing confidently on the global stage. As we continue expanding beyond local markets, we take immense pride in showcasing Sri Lanka’s excellence in technology and innovation to the world. EWIS’s commitment to world-class quality is reinforced by its ISO 9001:2015, ISO 14001:2015, CE, FCC, and RoHS certifications, ensuring compliance with international quality, safety, and environmental standards.”
Speaking further he said:
“For nearly four decades, EWIS has been a trailblazer in Sri Lanka’s ICT sector, delivering cutting-edge solutions for education, businesses, and government enterprises.
With over 11 years of local manufacturing and assembly expertise, EWIS has continuously refined its capabilities to produce high-quality, internationally competitive IT hardware. The successful export to Zimbabwe represents a bold step toward expanding EWIS’s global footprint, reinforcing Sri Lanka’s potential as a world-class technology and manufacturing hub.”
The International Institute of Health Sciences (IIHS), a pioneer in healthcare training for over 23 years, has partnered with the University of Surrey, UK, to revolutionise healthcare education in Sri Lanka and the broader South Asian region. This will create a world-class academic pathway for aspiring nursing and healthcare professionals, as well as young individuals seeking careers in the field. Under this agreement, IIHS and the University of Surrey will introduce a series of academic initiatives to enhance healthcare training and accessibility.
These include delivering internationally recognised nursing programmes that allow Sri Lankan and regional students to earn globally competitive qualifications in Sri Lanka.
Commenting on the move, Dr. Kithsiri Edirisinghe, CEO & Dean of Undergraduate Studies at IIHS, said: “This MOU marks a significant step in our mission to deliver world-class healthcare education to Sri Lanka and the region. IIHS remains dedicated to shaping the future of healthcare professionals and fostering global healthcare leadership.” Dr. Shelini Surendran, Associate Dean (International) at the University of Surrey, emphasised: “Sri Lanka is establishing itself as a regional education hub, and this partnership ensures students across Asia can access top-tier UK healthcare education at IIHS. By bridging academic excellence with accessibility, we provide students with a clear pathway to their professional goals.”
Dialog Television, Sri Lanka’s #1 Pay-TV service provider, has partnered with Emerging Media to enhance the convenience and effectiveness of advertising. This collaboration brings together Dialog Television’s world-class entertainment, featuring 18 advertisable channels across genres such as movies, edutainment, kids, music, sports, and local content, with Emerging Media’s expertise in digital advertising and targeted marketing. This synergy creates a seamless platform for businesses to maximize brand exposure across multiple channels.
With a reach of over 1.7 million households, Dialog Television provides advertisers with a powerful avenue to engage diverse audiences. Brands can place advertisements on leading international and local channels such as &flix, Star Movies, TLC, Animal Planet, AXN, Zee Café, Comedy Central, Star Plus, A+, Nickelodeon, Star Vijay, Zee Tamil, Star Sports, Ten Cricket, Sony SIX, ThePapare TV, Channel One, Citi Hitz and Channel C. Through this partnership, Emerging Media will facilitate advertising sales, allowing businesses to target specific viewer segments while simplifying the media buying process with a single point of contact.
Commenting on the partnership, Lim Li San, Group Chief Operating Officer at Dialog Axiata PLC, stated, “As Sri Lanka’s premier Pay-TV service provider, we serve more than 1.7 million households with over 6 million pairs of captive eyeballs across Sri Lanka. Today, we are excited to embark on this partnership with Emerging Media to avail our Dialog Television platform and brand strength to provide quality advertisement exposure and customer engagement to local businesses across Sri Lanka.”
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