Why Botswana's global competitiveness is declining

No Image

Botswana's rankings on global competitiveness have been declining due to poor work ethic, customer experience and a low degree of service orientation, First National Bank (FNB) human resources manager, Gaone Macholo has said.

Giving welcome remarks at the 2013 Biennial Service Quality Convention hosted by Botswana National Productivity Centre (BNPC) yesterday, Macholo stated that for sometime now Botswana's rankings on the WEF Global Competitiveness Reports have been falling and some of the key challenges are poor delivery and less than excellent service. She said that Botswana was ranked 112 out of 139 countries in 2011 and 108 out of 142 in 2012. She explained that this shows incompetence in the degree of service orientation. She said Botswana has been ranked 116 out of 139 on attitude towards foreigners, which is one of the key challenges for doing business in the country. As a specialist in leadership management and facilitator of the convention, Dr Buck Tang from the Service Quality Centre in Singapore told participants about tested methodologies in distilling an organisation's customer experience DNA. He said for an organisation to achieve the sought after customer experience, the employees must be 'excellent people in an excellent institution that offers excellent product through an excellent process'.

"We must have all these fundamentals to help our service delivery grow. Service never happens by chance, service must be designed," he emphasised. He said that the convention forms part of a larger programme that aims to build a National Service Excellence Framework where service strategies and standards will be developed. This is meant to contribute to the creation of a national service experience, which will elevate Botswana's competitiveness ratings and ultimately differentiate it from other countries as a service leader.

Editor's Comment
Has life become worthless?

As many wondered what wrong the young boy could have done to end up killed, it emerged that his own cousin was a suspect in the murder after he claimed P50,000 from Botswana Life. Thato Tsametse, who was last week sentenced to death for the murder of his cousin, had reportedly taken out two Mmoloki Funeral Covers valued at P25,000 each.Over the years, the media has been covering the murder case, and some revelation has come up that certain...

Have a Story? Send Us a tip
arrow up