The Botswana National Productivity Center (BNPC) believes that change is long overdue for the service culture in Botswana if the country is expected to compete successfully with the rest of the world. With regards to specific challenges, such as the ‘degree of service orientation, ‘the World Economic Forum (WEF) Global Competitiveness Report ranked Botswana at 112/139 countries in 2011 and in 2012 it was ranked 108/142 of countries.
The statements were recently made at the Service Quality Convention organized by the BNPC at the Gaborone International Convention Centre (GICC) on the 19th of March. The theme of the convention was ‘strategizing your win, creating a signature customer experience’.
Baeti Molake, Executive Director of BNPC, revealed that Botswana’s rankings on the WEF Global Competitiveness Report have been declining for some time.
“The key challenge for doing business in Botswana has been regarded to be poor work ethic in the national labour force. This poor culture means we are not doing well at all when it comes to delivering results with excellent service,” said Molake.
Speaking on behalf of FNB CEO, Gaone Macholo said that if Botswana is to create a signature customer experience as a winning strategy, it would not want to be associated with the poor results indicated in different international competitive studies for 2012/2013.
According to Macholo, Botswana’s competitiveness under efficiency enhancers was ranked number 89 out of 144 countries, while the Travel and Tourism Report has been ranked 116 out of 139 countries on the ‘altitude of the population towards foreigners”. Under the same scale, other countries from the region fared better than Botswana, with Mauritius at number 18, South Africa at number 59 and Namibia at number 73.
“These results are on the backdrop of the National Development Plan 10 whose strategy is to return to high levels of growth through increased productivity while constraining government expenditure.
One could say this strategy is our hope of redemption provided we implement with unmatched vigor leaving no option for failure,” said Macholo, adding that she was informed that the output of the convention would be incorporated into the development of a National Service Excellence Framework, which will depict the service Quality Identity for Botswana.