The Asantehene, Otumfuo Osei Tutu II, has commended Newmont Ghana Gold Limited for establishing the Newmont Ahafo Development Foundation that seeks to ensure the sustainable development of its host communities. “If all other mines can emulate the Newmont example, the lives of mining communities will improve tremendously,” he said during a courtesy call on him at the Manhyia Place by a delegation from Newmont Ghana led by its Regional Vice President for Environment and Social Responsibility, Randy Barnes. The delegation included some members of the Board of Trustees of NADeF, led by its Chairman, Kwame Saraah Mensah. Otumfuo again commended the company for the cordial working relationship it has maintained with its communities. He called for a closer collaboration with the traditional authorities of the Ahafo mine’s host communities to develop the area while also urging the communities to provide a peaceful atmosphere for the company to operate. On behalf of the company, Mr. Barnes donated GH¢20,000 to the Otumfuo Education Fund and applauded Otumfuo for contributing to the development of education in Ghana. He said human resource development is a key foundation to the country’s success and Otumfuo’s lead is a significant contribution. He added that Newmont’s commitment to education is in line with this effort, and it is therefore proper for it to support the Otumfuo Education Fund. This is Newmont’s fourth donation to the Fund. The company has a special interest in the development of human capital in Ghana. Through its Newmont Ahafo Development Foundation (NADeF), Newmont has committed 24% of the Fund’s annual contribution to human resource development in its 10 host communities. To date, NADeF has awarded and disbursed over GH¢2,700,000 as scholarships to over 3,000 students in both tertiary and second-cycle institutions in the mine’s catchment area. Besides the scholarships, the company has also partnered with community stakeholders to support the construction of several educational infrastructure projects such as classroom-blocks, teachers’ quarters, and community libraries in all the 10 host communities of the Ahafo mine.

The Asantehene, Otumfuo Osei Tutu II, has commended Newmont Ghana Gold Limited for establishing the Newmont Ahafo Development Foundation that seeks to ensure the sustainable development of its host communities. “If all other mines can emulate the Newmont example, the lives of mining communities will improve tremendously,” he said during a courtesy call on him at the Manhyia Place by a delegation from Newmont Ghana led by its Regional Vice President for Environment and Social Responsibility, Randy Barnes. The delegation included some members of the Board of Trustees of NADeF, led by its Chairman, Kwame Saraah Mensah. Otumfuo again commended the company for the cordial working relationship it has maintained with its communities. He called for a closer collaboration with the traditional authorities of the Ahafo mine’s host communities to develop the area while also urging the communities to provide a peaceful atmosphere for the company to operate. On behalf of the company, Mr. Barnes donated GH¢20,000 to the Otumfuo Education Fund and applauded Otumfuo for contributing to the development of education in Ghana. He said human resource development is a key foundation to the country’s success and Otumfuo’s lead is a significant contribution. He added that Newmont’s commitment to education is in line with this effort, and it is therefore proper for it to support the Otumfuo Education Fund. This is Newmont’s fourth donation to the Fund. The company has a special interest in the development of human capital in Ghana. Through its Newmont Ahafo Development Foundation (NADeF), Newmont has committed 24% of the Fund’s annual contribution to human resource development in its 10 host communities. To date, NADeF has awarded and disbursed over GH¢2,700,000 as scholarships to over 3,000 students in both tertiary and second-cycle institutions in the mine’s catchment area. Besides the scholarships, the company has also partnered with community stakeholders to support the construction of several educational infrastructure projects such as classroom-blocks, teachers’ quarters, and community libraries in all the 10 host communities of the Ahafo mine.

By Ekow Essabra-Mensah The Securities and Exchange Commission (SEC) says it is developing various rules and regulations to pave the way for establishment of a Real Estate Investment Trust by next year. The regulation, which forms part of the commission’s 5-year strategic plan for developing the capital market, is aimed at creating a deeper link between the real-estate sector and the capital market. Ghana has a housing gap of 1.5 million units that keeps increasing every day, according to the Ministry of Water Resources, Works and Housing.  While the provision of housing has expanded over the years, most developers have gone up-market and there is a large deficit in low-cost housing requirements. Director General of the commission, Adu Anane Antwi, told the B&FT in an interview that SEC is seeking to promote the Real Estate Investment Trust as an instrument for real-estate investment to help solve the housing deficit in the country.  â€œWe need to develop the Real Estate Investment Trust so that there can be a link with the capital market which will be providing these funds through these trusts, and there will be subsequent investment of these funds in real-estate,” he said. This, he said, will also be targetted at addressing the funding constraints of the real-estate sector by providing the funding for developers as well as prospective home owners. “The product will help to address the issues of lack capital for real-estate sector and bridge the gap between the supply and demand of houses in Ghana,” he said. He disclosed that investors have already begun expressing great interest in investing in the country’s real-estate sector, which holds huge prospects.  â€œPeople have been coming and calling the SEC offices always, expressing their readiness to enter the real-estate sector. “We are encouraging people to bring in more products once they meet the standard and protect the investor. We ourselves are trying to talk to issuers -- a lot of them wanted to come out with new instruments and we are there to help,” he added. The Securities Industry Law at present allows mutual funds to invest only 10% of their net income value in real-estate.  “There is a restriction on how much a unit trust can invest in real-estate.  The draft or new law would seek to remove that restriction,” Mr. Anane Antwi said. He explained the operation of Real Estates Investment Trust should be different from other mutual or unit trusts. “The real-estate trust has so many things to do which may be different from the normal unit trust, and the new guidelines will seek to ensure that.” The new rules will include the determination of how properties are valued, the frequency of property valuations, how to price the properties, and the kind of people who will be in charge of the Real Estate Investment Trust. “Since the Real Estate Investment Trust deals in property -- which cannot be valued daily like other unit trusts -- the new regulations will stipulate how the property is to be valued,” Mr. Anane Antwi said. Real Estate Investment Trusts have been in limited existence in Ghana since 1994. HFC Bank, which has been at the forefront of mortgage financing in the country, established the first one in August of that year. HFC has used various collective investment schemes and corporate bonds to finance its mortgage-lending activities. Collective investment schemes, of which Real Estate Investment Trusts are a part, are regulated by the SEC. A Real Estate Investment Trust is a company that owns -- and typically operates -- income-producing real-estate or real-estate-related assets.   Real Estate Investment Trusts provide a way for individual investors to earn a share of the income produced through commercial real-estate ownership, without actually having to go out and buy commercial real-estate.   The income-producing real-estate assets owned by a Real Estates Investment Trust may include office buildings, shopping malls, apartments, hotels, resorts, self-storage facilities, warehouses, and mortgages or loans.

By Ekow Essabra-Mensah The Securities and Exchange Commission (SEC) says it is developing various rules and regulations to pave the way for establishment of a Real Estate Investment Trust by next year. The regulation, which forms part of the commission’s 5-year strategic plan for developing the capital market, is aimed at creating a deeper link between the real-estate sector and the capital market. Ghana has a housing gap of 1.5 million units that keeps increasing every day, according to the Ministry of Water Resources, Works and Housing.  While the provision of housing has expanded over the years, most developers have gone up-market and there is a large deficit in low-cost housing requirements. Director General of the commission, Adu Anane Antwi, told the B&FT in an interview that SEC is seeking to promote the Real Estate Investment Trust as an instrument for real-estate investment to help solve the housing deficit in the country.  â€œWe need to develop the Real Estate Investment Trust so that there can be a link with the capital market which will be providing these funds through these trusts, and there will be subsequent investment of these funds in real-estate,” he said. This, he said, will also be targetted at addressing the funding constraints of the real-estate sector by providing the funding for developers as well as prospective home owners. “The product will help to address the issues of lack capital for real-estate sector and bridge the gap between the supply and demand of houses in Ghana,” he said. He disclosed that investors have already begun expressing great interest in investing in the country’s real-estate sector, which holds huge prospects.  â€œPeople have been coming and calling the SEC offices always, expressing their readiness to enter the real-estate sector. “We are encouraging people to bring in more products once they meet the standard and protect the investor. We ourselves are trying to talk to issuers -- a lot of them wanted to come out with new instruments and we are there to help,” he added. The Securities Industry Law at present allows mutual funds to invest only 10% of their net income value in real-estate.  “There is a restriction on how much a unit trust can invest in real-estate.  The draft or new law would seek to remove that restriction,” Mr. Anane Antwi said. He explained the operation of Real Estates Investment Trust should be different from other mutual or unit trusts. “The real-estate trust has so many things to do which may be different from the normal unit trust, and the new guidelines will seek to ensure that.” The new rules will include the determination of how properties are valued, the frequency of property valuations, how to price the properties, and the kind of people who will be in charge of the Real Estate Investment Trust. “Since the Real Estate Investment Trust deals in property -- which cannot be valued daily like other unit trusts -- the new regulations will stipulate how the property is to be valued,” Mr. Anane Antwi said. Real Estate Investment Trusts have been in limited existence in Ghana since 1994. HFC Bank, which has been at the forefront of mortgage financing in the country, established the first one in August of that year. HFC has used various collective investment schemes and corporate bonds to finance its mortgage-lending activities. Collective investment schemes, of which Real Estate Investment Trusts are a part, are regulated by the SEC. A Real Estate Investment Trust is a company that owns -- and typically operates -- income-producing real-estate or real-estate-related assets.   Real Estate Investment Trusts provide a way for individual investors to earn a share of the income produced through commercial real-estate ownership, without actually having to go out and buy commercial real-estate.   The income-producing real-estate assets owned by a Real Estates Investment Trust may include office buildings, shopping malls, apartments, hotels, resorts, self-storage facilities, warehouses, and mortgages or loans.

The Bank of Ghana (BOG) has stepped up efforts at helping to deepen public understanding of the Borrowers and Lenders Act 2008 (Act 773) to promote transparency in the credit-delivery system. As part of this, an outreach programme was on Wednesday held in Kumasi for representatives of small- and medium-scale enterprises (SMEs), micro-finance operators, heads of department and the business community. The goal was to aid them become adequately informed about the functions and operations of the Collateral Registry, provided for under the law. The programme was organised by the Registry with support from the International Finance Corporation (IFC) and the Swiss State Secretariat for Economic Affairs (SECO). Mr. Akuoko Ankrah, acting Ashanti Regional Manager of the BoG, said the Act was meant to help address challenges faced by borrowers and lenders in their credit transactions. These include the lack of transparency in the credit market, deficiencies in judicial enforcement of foreclosure processes, high interest rates and inadequate avenues to search on security interest. The passage of the law, he said, has ushered in a new credit regime dubbed the “Secured Transaction Regime”. Mr. Ankrah said since the establishment of the Registry, the BOG has been working tirelessly to redesign the Registry’s systems, processes and procedures to conform to international best practices. He said consultative meetings had been held with stakeholders to solicit views to further enrich the proposed amendments to the law, submitted to the Ministry of Finance and Economic Planning. Added to that was a “secured transaction and collateral registries peer-to-peer learning event organised under the auspices of IFC/SECO for high level delegations from 14 African countries to share ideas, opinions, best practices and expertise on the legal and institutional framework governing the creation, registration and enforcement of security against movable assets in Africa”. Mr. Edwin Osafoh and Edward Nyarko, both Operation Officers at the Registry, urged entrepreneurs to make sure that they register their businesses with the BoG’s collateral registry. The entity will have nothing to do with those who are not registered with it.

The Bank of Ghana (BOG) has stepped up efforts at helping to deepen public understanding of the Borrowers and Lenders Act 2008 (Act 773) to promote transparency in the credit-delivery system. As part of this, an outreach programme was on Wednesday held in Kumasi for representatives of small- and medium-scale enterprises (SMEs), micro-finance operators, heads of department and the business community. The goal was to aid them become adequately informed about the functions and operations of the Collateral Registry, provided for under the law. The programme was organised by the Registry with support from the International Finance Corporation (IFC) and the Swiss State Secretariat for Economic Affairs (SECO). Mr. Akuoko Ankrah, acting Ashanti Regional Manager of the BoG, said the Act was meant to help address challenges faced by borrowers and lenders in their credit transactions. These include the lack of transparency in the credit market, deficiencies in judicial enforcement of foreclosure processes, high interest rates and inadequate avenues to search on security interest. The passage of the law, he said, has ushered in a new credit regime dubbed the “Secured Transaction Regime”. Mr. Ankrah said since the establishment of the Registry, the BOG has been working tirelessly to redesign the Registry’s systems, processes and procedures to conform to international best practices. He said consultative meetings had been held with stakeholders to solicit views to further enrich the proposed amendments to the law, submitted to the Ministry of Finance and Economic Planning. Added to that was a “secured transaction and collateral registries peer-to-peer learning event organised under the auspices of IFC/SECO for high level delegations from 14 African countries to share ideas, opinions, best practices and expertise on the legal and institutional framework governing the creation, registration and enforcement of security against movable assets in Africa”. Mr. Edwin Osafoh and Edward Nyarko, both Operation Officers at the Registry, urged entrepreneurs to make sure that they register their businesses with the BoG’s collateral registry. The entity will have nothing to do with those who are not registered with it.

  The success of a business is largely synonymous with the training it gives its staff, says Ms. Hazel Gumpo, the General Manager of the Oak Plaza Group of Hotels in Accra. She explains that for a business to survive the demands of today’s competitive market, its staff must understand the importance of the role they play as individuals in meeting desired results. “Success,” she said, “is not hard work but a life-style.” It is in this regard, therefore, that she attributes the thriving strides of the Oak Plaza Hotels to the periodic training and re-training programmes it organises for its staff -- who go ahead to deliver nothing but the best services to clients. Ms. Gumpo said this in an interview last Friday, at the end of a training programme organised for staff on best practices in ensuring customer care and satisfaction. Christened the Oak Host Programme, it among other things exposed staff to how crucial their individual roles are to the group of hotels’ success, and Ghana as an African host nation. Among the topics treated were aspects of “Moments of Truth”, defined as: “Any episode in which a customer comes into contact with an organisation and gains an impression of its services”.  Ultimately, these experiences determine whether or not they will continue doing business with the organisation or not.  Teams were encouraged to list these experiences from the time guests open up the Oak website, the reservation process, to the meeting at the airport, the welcome at the car park by the security guards, the door men or indeed the front-office executives; and the comfort of the bed linen, the functionality of all gadgets, their full meal experience etc.   With that, the conclusion was made that all were in one way or another MANAGERS of the MoT that they were in charge of -- and as such had to work on ensuring that they were positive. She said the importance of building relationships with clients as a means of understanding their needs was another highlight of the programme. Here, staff were given practical skills carrying out intelligent conversations with guests so as to solicit information that can be used to meet their needs. To achieve this, staff were taught about the need to not only know their product, but also places of interest in the city and the nation as a whole.    Staff were encouraged not to see themselves as Oak hosts only but Ghana hosts, and indeed the only Africans that some of our international guests will ever meet; and as such Afro-hosts -- ambassadors of our great continent. Touching on the importance of the Oak Host training programme, Ms. Gumpo -- who doubled as a facilitator, explained that in the hospitality industry “much of what matters concerns the engagement that a service provider has with a customer”. Ms. Gumpo, an AMSCO (African Management Services Company) manager seconded to the group under a United Nations Development Programme, announced that a documentary will soon air on television to trumpet the products and services offered by the Oak Plaza Group of hotels. For her part, the Sales & Marketing Manager Mrs. Semira Anku added that the training programme was to ensure that Staff of the hotel are well-equipped and strategically positioned to deliver better services to “our large clientele whose loyalty is the reason we’re still in business”. She thus urged the staff to take keen interest in the training in order to better themselves, entreating other stakeholders in the hospitality and tourism sector to follow.  

  The success of a business is largely synonymous with the training it gives its staff, says Ms. Hazel Gumpo, the General Manager of the Oak Plaza Group of Hotels in Accra. She explains that for a business to survive the demands of today’s competitive market, its staff must understand the importance of the role they play as individuals in meeting desired results. “Success,” she said, “is not hard work but a life-style.” It is in this regard, therefore, that she attributes the thriving strides of the Oak Plaza Hotels to the periodic training and re-training programmes it organises for its staff -- who go ahead to deliver nothing but the best services to clients. Ms. Gumpo said this in an interview last Friday, at the end of a training programme organised for staff on best practices in ensuring customer care and satisfaction. Christened the Oak Host Programme, it among other things exposed staff to how crucial their individual roles are to the group of hotels’ success, and Ghana as an African host nation. Among the topics treated were aspects of “Moments of Truth”, defined as: “Any episode in which a customer comes into contact with an organisation and gains an impression of its services”.  Ultimately, these experiences determine whether or not they will continue doing business with the organisation or not.  Teams were encouraged to list these experiences from the time guests open up the Oak website, the reservation process, to the meeting at the airport, the welcome at the car park by the security guards, the door men or indeed the front-office executives; and the comfort of the bed linen, the functionality of all gadgets, their full meal experience etc.   With that, the conclusion was made that all were in one way or another MANAGERS of the MoT that they were in charge of -- and as such had to work on ensuring that they were positive. She said the importance of building relationships with clients as a means of understanding their needs was another highlight of the programme. Here, staff were given practical skills carrying out intelligent conversations with guests so as to solicit information that can be used to meet their needs. To achieve this, staff were taught about the need to not only know their product, but also places of interest in the city and the nation as a whole.    Staff were encouraged not to see themselves as Oak hosts only but Ghana hosts, and indeed the only Africans that some of our international guests will ever meet; and as such Afro-hosts -- ambassadors of our great continent. Touching on the importance of the Oak Host training programme, Ms. Gumpo -- who doubled as a facilitator, explained that in the hospitality industry “much of what matters concerns the engagement that a service provider has with a customer”. Ms. Gumpo, an AMSCO (African Management Services Company) manager seconded to the group under a United Nations Development Programme, announced that a documentary will soon air on television to trumpet the products and services offered by the Oak Plaza Group of hotels. For her part, the Sales & Marketing Manager Mrs. Semira Anku added that the training programme was to ensure that Staff of the hotel are well-equipped and strategically positioned to deliver better services to “our large clientele whose loyalty is the reason we’re still in business”. She thus urged the staff to take keen interest in the training in order to better themselves, entreating other stakeholders in the hospitality and tourism sector to follow.  

The Management of Equity Assurance has paid a courtesy call on the New Vice Chancellor Prof. Domwin Damire Kuupole and Registrar, Mr. John Kofi Nyan. The team, led by Mr. David Ishola Akintunde, General Manager/Chief Operating Officer, comprised Mr. Ebenezer Abeku Onumah (Head of Admin and SME Marketing); Mr. Clifford Anim (Head of Research and Strategic Marketing); and Gideon Apealetey (Cape Coast Rep of EA). The GM/COO of Equity Assurance congratulated both men on their elevation to such high office, and pledged Equity Assurance’s support to the Institution in line with its corporate social responsibility. He mentioned that EA will collaborate with the institution on developmental projects that enhance the institution. In response, the new Vice Chancellor commended the team for its timely visit and said EA has been the second delegation to call on them since they assumed office. He however mentioned that the institution is positioned to train the next generation of leaders, and is therefore open to corporate institutions that will avail themselves of win-win arrangements.

The Management of Equity Assurance has paid a courtesy call on the New Vice Chancellor Prof. Domwin Damire Kuupole and Registrar, Mr. John Kofi Nyan. The team, led by Mr. David Ishola Akintunde, General Manager/Chief Operating Officer, comprised Mr. Ebenezer Abeku Onumah (Head of Admin and SME Marketing); Mr. Clifford Anim (Head of Research and Strategic Marketing); and Gideon Apealetey (Cape Coast Rep of EA). The GM/COO of Equity Assurance congratulated both men on their elevation to such high office, and pledged Equity Assurance’s support to the Institution in line with its corporate social responsibility. He mentioned that EA will collaborate with the institution on developmental projects that enhance the institution. In response, the new Vice Chancellor commended the team for its timely visit and said EA has been the second delegation to call on them since they assumed office. He however mentioned that the institution is positioned to train the next generation of leaders, and is therefore open to corporate institutions that will avail themselves of win-win arrangements.

The Ghana Revenue Authority GRA) has held a seminar for large taxpayers in Accra.The aim of the seminar was to ensure that taxpayers with annual turnover of more than GH₵5million are well-informed about the processes of filing their taxes. Deputy Commissioner of the Large Taxpayers Office, Kwame Apenteng, said most of the companies under the LTO are not abreast with issues of taxation. “The lack of education and information is one major challenge hampering the collection of revenue from the large taxpayers. Most of the companies do not know how to file their returns, and the payment schedules and penalties that may apply. “Most of the companies also do not have good accountants and auditors, so they are still repeating the same old mistakes. That is the essence of this workshop: to take them through our functional areas again so that they will be able to know how to file their taxes,” he said. Mr. Apenteng added that companies are expected to give projections so the Authority can know how much they can pay. He added that during the course of the year changes can occur, so companies are also expected to revise their accounts to reflect changing trends. “You can revise upwardly or downwardly due to the changing price of gold on the world market as an example. After that, you have four months to come out with your final returns -- which include income made, cost incurred, and expenditure made. “In the law, a gap of not more than 10% is given; so if you deviate more than the 10%, then the Authority can penalise you,” he added.

The Ghana Revenue Authority GRA) has held a seminar for large taxpayers in Accra.The aim of the seminar was to ensure that taxpayers with annual turnover of more than GH₵5million are well-informed about the processes of filing their taxes. Deputy Commissioner of the Large Taxpayers Office, Kwame Apenteng, said most of the companies under the LTO are not abreast with issues of taxation. “The lack of education and information is one major challenge hampering the collection of revenue from the large taxpayers. Most of the companies do not know how to file their returns, and the payment schedules and penalties that may apply. “Most of the companies also do not have good accountants and auditors, so they are still repeating the same old mistakes. That is the essence of this workshop: to take them through our functional areas again so that they will be able to know how to file their taxes,” he said. Mr. Apenteng added that companies are expected to give projections so the Authority can know how much they can pay. He added that during the course of the year changes can occur, so companies are also expected to revise their accounts to reflect changing trends. “You can revise upwardly or downwardly due to the changing price of gold on the world market as an example. After that, you have four months to come out with your final returns -- which include income made, cost incurred, and expenditure made. “In the law, a gap of not more than 10% is given; so if you deviate more than the 10%, then the Authority can penalise you,” he added.

DHL has celebrated International Customer Service Week, with emphasis on the importance of customer service to the economic growth of Ghana.   The International Customer Service Week, a global initiative, seeks to develop a culture of service excellence and superior customer satisfaction. “Customer experience is one of the great frontiers for innovation, and most companies have been slow to grasp it. Yet I predict that customer experience will decide the winners and losers in the years ahead,” said Gloria Torres, Head of Customer Service for DHL sub-Saharan Africa. Torres pointed out that the degree of choice in goods and services is bewildering. “A history of sustained positive customer experiences increases the chance that a new product gets chosen over its competitors.” She added that companies which deliver exemplary customer experiences share a set of integrated business disciplines that drive their success. “Customer service is a crucial touch-point between companies and customers,” she noted. DHL Express celebrated Customer Service Week across more than 51 countries in sub-Saharan Africa, including kick-off events, ‘thank you’ gifts for customers, and some community projects such as planting of trees in some government schools and donations of food items and clothing items to some charity organisations. “We take customer service very seriously, and great customer experiences are full of surprising ‘wow’ moments,” said Torres. “In 2012 thus far, we have already received 61 global awards for our service. As an example, earlier this year we implemented ‘Straight to the Top’ which allows any customer to bypass the call centre and go straight to the top of the organisation. Furthermore, there are no machines answering calls at DHL. You speak straight to a person at DHL,” she said. “Building great consumer experiences is a complex enterprise involving strategy, integration of technology, orchestrating business models, brand management, and CEO commitment. It's harder than you think!” said Kader O. Coulibaly, General Manager DHL, Ghana. “But it starts with having a great team, and this year’s Customer Service Week also provides us with an opportunity to reward our star advisors, and recognise their passion for our business and for our customers.” Customer Service Week was founded in 1991 and ran last week.

DHL has celebrated International Customer Service Week, with emphasis on the importance of customer service to the economic growth of Ghana.   The International Customer Service Week, a global initiative, seeks to develop a culture of service excellence and superior customer satisfaction. “Customer experience is one of the great frontiers for innovation, and most companies have been slow to grasp it. Yet I predict that customer experience will decide the winners and losers in the years ahead,” said Gloria Torres, Head of Customer Service for DHL sub-Saharan Africa. Torres pointed out that the degree of choice in goods and services is bewildering. “A history of sustained positive customer experiences increases the chance that a new product gets chosen over its competitors.” She added that companies which deliver exemplary customer experiences share a set of integrated business disciplines that drive their success. “Customer service is a crucial touch-point between companies and customers,” she noted. DHL Express celebrated Customer Service Week across more than 51 countries in sub-Saharan Africa, including kick-off events, ‘thank you’ gifts for customers, and some community projects such as planting of trees in some government schools and donations of food items and clothing items to some charity organisations. “We take customer service very seriously, and great customer experiences are full of surprising ‘wow’ moments,” said Torres. “In 2012 thus far, we have already received 61 global awards for our service. As an example, earlier this year we implemented ‘Straight to the Top’ which allows any customer to bypass the call centre and go straight to the top of the organisation. Furthermore, there are no machines answering calls at DHL. You speak straight to a person at DHL,” she said. “Building great consumer experiences is a complex enterprise involving strategy, integration of technology, orchestrating business models, brand management, and CEO commitment. It's harder than you think!” said Kader O. Coulibaly, General Manager DHL, Ghana. “But it starts with having a great team, and this year’s Customer Service Week also provides us with an opportunity to reward our star advisors, and recognise their passion for our business and for our customers.” Customer Service Week was founded in 1991 and ran last week.

Guinness Ghana Breweries Limited (GGBL), Ghana’s only Total Beverage Business has rewarded the Best two Key Distributors of Its premium products for the year 2011 at the company’s annual distributor conference held at Elmina Beach Resort. The awards were based on year on year performance, cash management and overall achievement against target. The two Key Distributors (KDs), Double C Ltd based in Koforidua in the Eastern Region and Lesken Company Ltd based in Bolgatanga, Upper East Region, were adjudged Best and Second best Key Distributors for the year 2011 respectively. Double C Ltd was presented with a Maximal forklift to further boost its operations whilst Lesken Company Ltd was presented with a JAC truck to add to its fleet of distribution vehicles and enable the KD to better serve its cherished customers and consumers. Presenting the awards, the Sales Director of GGBL Andrews Akolaa applauded the KD’s for their performance and in creating jobs for hundreds of Ghanaians through their operations. He said ‘As a business, we believe strongly in working with our partners to delight our consumers. Our Key Distributors provide that critical bridge between us, the customers and our cherished consumers. Our purpose as a business is to celebrate life everyday everywhere. Today, we celebrate all our Key Distributors and particularly the two being rewarded. Together with our partners, GGBL will continue to give consumers Great Times and Great Experiences with our brands’. He added that GGBL will continue to reward the performance of its partners and assured them of collaborative efforts to satisfy cherished consumers with prompt delivery and the highest quality products all year round. In 2011, GGBL and its value chain including its Key Distributors accounted for 3 percent of total tax income to government and 0.4 percent of formal employment. Responding on behalf of the award winners, an excited Mrs. Christiana Coffie, General Manager of Double C and Overall Best KD said “It is particularly exciting to be recognised as the best KD for Ghana’s only Total Beverage business. We at Double C are truly humbled. This recognition will spur us on to better serve our customers and the consumers”.  She threw a challenge to Ghanaian women to go into private enterprise to transform their economic fortunes. GGBL and its value chain provide employment to more than 37,000 Ghanaians and has been recognised by the Ghana Revenue Authority as the best tax payer (brewery category) for 2011.

Guinness Ghana Breweries Limited (GGBL), Ghana’s only Total Beverage Business has rewarded the Best two Key Distributors of Its premium products for the year 2011 at the company’s annual distributor conference held at Elmina Beach Resort. The awards were based on year on year performance, cash management and overall achievement against target. The two Key Distributors (KDs), Double C Ltd based in Koforidua in the Eastern Region and Lesken Company Ltd based in Bolgatanga, Upper East Region, were adjudged Best and Second best Key Distributors for the year 2011 respectively. Double C Ltd was presented with a Maximal forklift to further boost its operations whilst Lesken Company Ltd was presented with a JAC truck to add to its fleet of distribution vehicles and enable the KD to better serve its cherished customers and consumers. Presenting the awards, the Sales Director of GGBL Andrews Akolaa applauded the KD’s for their performance and in creating jobs for hundreds of Ghanaians through their operations. He said ‘As a business, we believe strongly in working with our partners to delight our consumers. Our Key Distributors provide that critical bridge between us, the customers and our cherished consumers. Our purpose as a business is to celebrate life everyday everywhere. Today, we celebrate all our Key Distributors and particularly the two being rewarded. Together with our partners, GGBL will continue to give consumers Great Times and Great Experiences with our brands’. He added that GGBL will continue to reward the performance of its partners and assured them of collaborative efforts to satisfy cherished consumers with prompt delivery and the highest quality products all year round. In 2011, GGBL and its value chain including its Key Distributors accounted for 3 percent of total tax income to government and 0.4 percent of formal employment. Responding on behalf of the award winners, an excited Mrs. Christiana Coffie, General Manager of Double C and Overall Best KD said “It is particularly exciting to be recognised as the best KD for Ghana’s only Total Beverage business. We at Double C are truly humbled. This recognition will spur us on to better serve our customers and the consumers”.  She threw a challenge to Ghanaian women to go into private enterprise to transform their economic fortunes. GGBL and its value chain provide employment to more than 37,000 Ghanaians and has been recognised by the Ghana Revenue Authority as the best tax payer (brewery category) for 2011.

The Ghana Police has arrested two youths who were caught in the act of stealing Vodafone Ghana cables in the Mile 7 area on Tuesday morning. Police were alerted around 8am in the morning when five youths parked a private truck in the Mile 7 area of Achimota and started digging up Vodafone network cables. The issue of cable-theft has been a major problem to Vodafone and other telecommunications companies as it disrupts network service to customers and has huge financial implications in repairing the damage. If the thieves had been successful in their actions, they would have caused approximately three days of network outage in both voice and data for Vodafone customers in the Mile 7 area, and it would have cost Vodafone GH¢52,000 in labour and material costs to repair the damage. Leveraging on their exceptional relationship with Ghana Police, the Corporate Risk and Integrity team at Vodafone has once again taken leadership in the combat of cable-theft by providing a shortcode for anyone who has suspicions of cable-theft activity. Michael Mbroh, the Head of Corporate Security, explained further: “The theft of our copper cables is a serious problem that not only affects our business but, more importantly, our customers who will ultimately experience a network outage. We need the vigilance of members of the community to protect the network which allows them to do so much. If anyone sees anything suspicious, they can call our special shortcode 155 which is manned by our personnel 24 hours a day. We work closely with the local police, who will act swiftly.” He further reiterated signs people should look out for if they see a group of people digging up cables. “Legitimate Vodafone staff will be in Vodafone-branded overalls, and their vehicle will also be branded and they will carry ID. In the case of this incident, the culprits were in a non-branded pickup truck and wore yellow reflective jackets, which should raise alarm bells to anyone passing by.” Communications cables are usually dug up because of their copper content which has a high market value. Vodafone, in an effort to provide a faster service to its customers, has replaced many of these cables with fibre -- which although are not worth anything on the market are cut indiscriminately by thieves looking for copper content. When these fibres are cut, customers in the surrounding areas experience a network outage while Vodafone tries to restore service.

The Ghana Police has arrested two youths who were caught in the act of stealing Vodafone Ghana cables in the Mile 7 area on Tuesday morning. Police were alerted around 8am in the morning when five youths parked a private truck in the Mile 7 area of Achimota and started digging up Vodafone network cables. The issue of cable-theft has been a major problem to Vodafone and other telecommunications companies as it disrupts network service to customers and has huge financial implications in repairing the damage. If the thieves had been successful in their actions, they would have caused approximately three days of network outage in both voice and data for Vodafone customers in the Mile 7 area, and it would have cost Vodafone GH¢52,000 in labour and material costs to repair the damage. Leveraging on their exceptional relationship with Ghana Police, the Corporate Risk and Integrity team at Vodafone has once again taken leadership in the combat of cable-theft by providing a shortcode for anyone who has suspicions of cable-theft activity. Michael Mbroh, the Head of Corporate Security, explained further: “The theft of our copper cables is a serious problem that not only affects our business but, more importantly, our customers who will ultimately experience a network outage. We need the vigilance of members of the community to protect the network which allows them to do so much. If anyone sees anything suspicious, they can call our special shortcode 155 which is manned by our personnel 24 hours a day. We work closely with the local police, who will act swiftly.” He further reiterated signs people should look out for if they see a group of people digging up cables. “Legitimate Vodafone staff will be in Vodafone-branded overalls, and their vehicle will also be branded and they will carry ID. In the case of this incident, the culprits were in a non-branded pickup truck and wore yellow reflective jackets, which should raise alarm bells to anyone passing by.” Communications cables are usually dug up because of their copper content which has a high market value. Vodafone, in an effort to provide a faster service to its customers, has replaced many of these cables with fibre -- which although are not worth anything on the market are cut indiscriminately by thieves looking for copper content. When these fibres are cut, customers in the surrounding areas experience a network outage while Vodafone tries to restore service.