Incident Management at The Bridge

As part of my training as a Quality Assurance professional in Unilever, I attended a whole week’s training in SA on Incident Management (and Consumer/Customer Complaints Management).

It is a big deal. The strength of your systems is tested not in peace time, but in war. They are tested not when docked at the port, but when out there in turbulent waters.

Incident Management procedures must be tested at least once a year. Take your team through a dummy incident. Simulate. Take learnings. Improve. The Deming Cycle applies: PDCA – Plan, Do, Check and Act. Act to review the process through the learnings and repeat the cycle.

Again, as part of Incident Management procedures and processes, we were trained never to speak. All communication went through the highly-trained Corporate Affairs Directorate, led for many years by the venerable Vicky Wireko Andoh and later by Bernice Natue. A detailed Q&A document outlining FAQs is also meticulously developed with inputs from internal and external experts to help the Comms Department to cover all angles. Nothing is left to chance. Official communication is vetted and agreed at the highest level. Even a one pager can take many iterations before release. Never a rush to speak.

In the midst of the back and forth on The Bridge, I hope small businesses are learning and all professionals are learning. Because, no matter our work, we are all in the service industry – whether serving external customers or internal customers.

Finally, again through a detailed training, we learnt that each employee is a customer service officer. In the end, the customer is not the brand; the business or the company is.

And some of the principles that worked most of the times were these: retrieve the product, sort out and calm the customer, investigate later and update the customer on what corrections or improvements have been implemented because of their feedback. And thank them for making the time to provide feedback.

Because most Ghanaians hardly complain, they just switch. So a customer complaint is usually an indication that they care about you and your services and your brand. A customer who complains does you a service too and gives you free consultancy to improve.

Happy weekend.

August 12, 2023 0

Knowing You

In my lowest moments
I can reach out, and
Touch You
On my highest mountain
I can sing out, and
Thank You

My life has been but
A tapestry
Only You
Have woven.

August 16, 2022 0

Sikaman Awards 2021

Compiled by Nana Awere Damoah

Contributors: Dela Russel Ocloo, Kobina Ebow

Losses of the Year: Too many to count. For a second consecutive year under Covid, deaths still featured in our conversations, very painful ones. 2021 opened with the death of beloved Ghanaian photographer Emmanuel Bobbie (Bob Pixel) and ended with the death of Archbishop Desmond Tutu. Some notable losses were Nana Kwame Ampadu (the King of Highlife) and Prince Philip of the United Kingdom. Everyone experienced a close loss. May the departed souls rest in perfect peace.
Most Significant Event of the Year: The emergence (because we are still not sure if he was elected or agreed on by consensus) of the first Speaker of the Fourth Republic from the party which is not the ruling party (the party of the President). This event was to influence a lot that happened during the year. The Right Honourable Alban Sumana Kingsford Bagbin, a colossus of Parliament. If you have any issues, ASK Bagbin.
Sikamanians of the Year: Our Parliamentarians. They really ‘collected their names’!
Yɛ-Wɔ-Kromer of the Year: The Hon Henry Quartey, Member of Parliament for Ayawaso Central Constituency and the Greater Accra Regional Minister. His appointment was not an Administrative Error. He hit the ground running and achieved some tangible feats. He was visible, involved and on point. For 2021, we shall remember him for Zongo Junction and Agbogbloshie and for how he galvanised leaders from all sides to support his agenda to make Accra work. Minister, more vim!
Most Popular Sikamanian: General Mosquito. His performance at the Election Petition at the Supreme Court was a key highlight. The mosquito really got under the skin of the elephant during the year under review.
Marketing Personality of the Year: Kwaku Appea and all his other variants.
Photographer of the Year: This can only go to Bob Pixel (Emmanuel Bobbie) whose loss in 2021 hit us all. Bob had carried Ghana to the world through his lens. We miss you, Bobbie.
SHS of the Year: Keta SHS, for reaching the Finals of the National Science and Maths Quiz, and inspiring us all. Dzo Lali, Now or Never!
Seetay Waa Moment of the Year: Decision of the Legal Team of the Defendants in the Election Petition case not to call witnesses, effectively ensuring that the Electoral Commissioner wasn’t cross-examined by the venerable Tsatsu. It was an “Oh!” Moment.
“Sɛ Asa” Moment of the year (an event that finally happened after a long time of expectation or postponements or uncertainty): Finally, after years of practising prime democracy, and after various episodes that had us covering our faces with our palms, we proudly have a Parliament we can be ashamed off.
Ajeeeiii! Moment of the Year: New MPs fighting in Parliament as they elect new Speaker, whilst the entire world watched us not only wash our dirty linen in public but actually use palm oil instead of water.
DaySpringer of the Year: Prof Dr Soo Bandu. He wrote a thesis for his honorary doctorate degree, a first. It was such a seminal achievement that the Trinity International University of Ambassadors (TIUA) had to clear the air on the trinity of awards. Of Lions and Frogs.
Iconic Covid Picture of the Year: Archbishop Duncan-Williams’ double mask at the funeral service for late President JJ Rawlings. Responding to enquiries, the Papa stated: “Any atmosphere that is not prayer and Holy Ghost saturated, I will use my double mask and that has nothing to do with the faith, that just has to do with common sense. For the bible says, ‘Now to Him who is able to do exceedingly abundantly above all that we can imagine,’ that word imagine means ‘think’ and it is common sense, so use your head.” Word!
NSMQ Contestant of the Year: General Mosquito of Zuza Senior High School fame.
Word of the Year: Damparised. To be ‘damparised’ is to feel the effects of IGP Dr Dampare. Your eye top go clear!
Speech of the Year: Culture of Silence speech by Sam Jonah, MBE. It sure caused some non-silence in many quarters.
Highlife Flyer of the Year: Abi you know. Fly in style, Bath in the Clouds. Tutubrofo!
Withdrawal of the Year: Termination of withdrawal or Withdrawal of termination…when the termination of an appointment was subsequently terminated even before the ink on the earlier terminating tool had evaporated. This was also the Administrative Error of the Year. Kudos, Adwoa One!
Outdooring of the Year: Twitter’s announcement that its Africa office will be in Ghana. Not all cousins and in-laws were happy.
Community Project of the Year: Dikan Center, a photo library to be built in Ghana. Being championed by Paul Ninson. Via the Humans of New York page, more than a $1 million was raised to support this vision. And the news put both Paul and Ghana in the hearts and minds of many across the world. Dikan!
Wedding of the Year: Obuasi Wedding – #RichBens2021. The name of the suburb where the wedding took place was a message in itself: Brahabebome.
Password of the Year: Hawa Koomson’s Sea Locking Key.
Press Release of the Year: Buckingham Palace press statement, after Prince Harry and Meghan Markle’s interview with Oprah Winfrey. ENDS
Surprise International News of the Year: Taliban Takeover of Afganistan. Took a few weeks to take us back two decades.
Football Club of the Year: Hasaacas Ladies Football Club. Finalists at the first CAF Women’s Champions League. Winners of the Women’s Premier League, FA Cup and WAFU Zone B. Doooooooooo!
Sports Personality of the Year: This is jointly awarded to Carlos Ahenkorah (for Athletics, specifically one-man relay) and Sports Minister Mustapha Ussif (for Boxing). They both made Ghana proud and have been selected to join our Olympics team.
Olympic Club of the Year: Parliament House. Play dey demma eye top this year paa. They showed dexterity in sporting disciplines. They sprinted, they jumped, they boxed, they fenced, they fell, they did gymnastics, they played rugby, they did American football, they threw volleyballs, they did dancing chairs, they did it all.
Fight of the Year: Too many to count! But the Awards committee will give this to the many fights that happened on the floor of Parliament and the tango between the Majority Caucus and the Speaker. In a way, the Speaker was a good promoter of the year too.
Standing Fans of the Year: Ghanaian Celebrities. Aka GH Celebs. They had to stand with a lot of their folks who got Damparised as well as Poloed.
Biological Agent of the Year: Mosquito
Book of the Year: The UT Story: Humble Beginnings, by Captain Prince Kofi Amoabeng (Rtd) and George Bentum Essiaw. General Acheampong: The Life and Times of Ghana’s Head of State by Prof Baffour Agyeman-Duah was a significant release in 2021 as well.
Anticipated book of the Year: Stolen Verdict – the Legon Letter
Dancer of the Year: Fire. Wo nan noaa…
Silent Preacher of the Year: The Security Expert Irbad. We miss his mobile pulpit.
Arrest of the Year: The arrest of Osofo Bem Good. By the Dampari.
Damascus Experience of the Year: Nana Agradaa’s transition to Evangelist Patricia Oduro Koranteng (pronounced as Vangelist Patricia)
National Security Guest of the Year: Caleb Kudah. He was accompanied by his close friend Zoe and was served tea and biscuit. He was About Town.
Police Case of the Year: Quite a lot. From teenagers murdering a 11-year old at Kasoa, through to Ejura demonstrations and the death of Kaaka (Ibrahim Muhammed), the police had lots of cases which the public followed with keen interest and generated lots of discussions.
Double Track Institution of the Year: Parliament. They run two shifts effectively, each shift with its own House Master.
NGO of the Year: CPP
Donation of the Year: Ex-President Mahama’s donation to the victims of the Keta Tidal Wave.
Administrative Move of the Year: Releasing a Blue internal memo via WhatsApp.
Bench Warrant of the Year: Police vrs Francis Sosu
Musical Chairs Handover of the Year: Domelevo’s Request for the Acting Auditor-General to be directed to handover to him so he hands over back to the Acting Auditor-General after he Domelevo was asked to handover to the Acting Auditor-General after 8 months of handing over to him. Phew!
Dining Hall Matter of the Year: Wesley Girls’ High School Fasting saga wrt Moslem students
First Day at School Saga of the Year: Achimota School vs Rastafarian students
Our Day of the Year: Oswald’s Our Day. It all started with a Wishlist and Ghana Twitter responded to the Viral Wishlist shared by a work colleague of Oswald Gennuh’s mother. Oswald’s teacher, Mrs. Appiah, wasn’t left out of the fun!
Miss of the Year: Seven A Living God
Demo of the Year: The one-day sit-down strike by the trotro drivers, due to rising fuel prices. Massive impact, but clearly it couldn’t go beyond a day. Lockdown in 2020 taught us that many of us work from hand to mouth, ‘by day workers’.
Boys Abrɛ Minister of the Year: Finance Minister, Sir White Oh-Atta. E tried to stop stop some things and levy some things but E opened up some tangoing which is still ongoing. E no be easy!
Boys Abrɛ Coach of the Year (Broni Category): Ole Gunner Osha aka Ole Noko Noko
Boys Abrɛ Coach of the Year (Bibinii Category): CK Akunnor
Bonfire Event of the Year: Burning of Excavators found at Galamsey sites. This category is sponsored by PRESEC.
Killer of the Year: Mosquito, Esquire.
Bill of the Year: LGBTQI+ Bill, still in Parliament.
Hoax of the Year: The Shattered Self Killing stunt. It featured quickly on the Dampariscometer. A close second is the not-so-pregnant self-kidnapped Taadi Madam.
Chief Technology Guru of the Year: H.E. Digimia, Champion of Diginomics.
Boiling Beans Team of the Year: Hearts of Oak. They won the League in the last season and struggled in the next season. Soon, they were calling for the sack of their hero coach.
Comeback of the Year: The Return of Milo, with his Interpreter Nido.
Most Hardworking Minister: The Hon AJ Kristo. She worked so hard just after her appointment that she had the rest of the year off on leave. Remember the termination of her termination of contract?
Mensah of the Family: Se Lorm. For all the stress he gave his Family Head. The Awards Committee agrees with Head of Family that Se Lorm be banned from the End of Year Family Party.
Consumer Complaint of the Year: “I was offered only tea; no biscuits.”
Hashtag of the Year: #fixthecountry
Flight of the Year: The Trajectory of Callous Von Snatcher
Procurement of the Year: Purchase or near-purchase of Russian Sputnik V vaccines via a middleman in the Middle East. We are still in the middle of what should happen to those who meddled with the middleman.
Diplomatic Paradox of the Year: ECOWAS visiting Guinea coup makers who had dethroned a President who extended his term limit, with a team that included a President who extended his term limit.
Song of the Year: Washawashey, Waratushey. Fire…
Appointment of the Year: The confirmation of Dr George Akuffo Dampare as Inspector-General of Police. As one, the entire nation said “Yes!” IGP Dampare is also awarded Sanitizer of the Year for sanitizing our 31st December nights.
Flyer Catcher of the Year: Muntaka. For catching the callous snatcher.
Facebook Live of the Year: The State of the Party Address by H.E. Olga, PhD
Photojournalist of the Year: Kobby Blay, for his audiovisual reports from Keta SHS before, during and after the Finals of the National Science & Maths Quiz and also bringing us shots from Oswald’s Our Day. More vim, Kobby!
FPG of the Year: Kwaku Appea. FPG – Facebook Prison Graduate
Chief Mischief Officer (CMO) of the Year: Blaqq Qouphy
Konkonsahemaa of the Year: Duffuor Adjoa Cila
Male Writer of the Year: Eben Ace (Ebenezer Ace Kojo Sarfsch)
Female Writer of the Year: H.E. Olga, Phd
Male Journalist of the Year: Caleb Kudah
Female Journalist of the Year: Mabel Aku Baneseh
Female Facebooker of the Year: H.E. Olga, Phd
Male Facebooker of the Year: Sir-Obama Pokuase

January 2, 2022 1

The Village and the Dam

(for Agbenoxevi)

Political roads
Are not made
To last

In the election year
When dams are
Built
for villages
hurriedly

the rains come
down
To wash away
the village
And the dam

September 18, 2021 0

Cowries in a Calabash

12 Sept 2021

One of these days, as a nation, we should have a deep conversation on what a job means in our present time. Nearly two decades ago, I read a book about Slash Careers, about managing multiple roles and jobs and side hustles. It was such a great insight for me personally, as I have always juggled my science and liberal arts interests side-by-side.

Throughout my career as a supply chain, technical services and manufacturing professional, I saw the shift by companies from offering permanent jobs, such as our parents had (some working in one organisation for their entire working lives), to turning jobs into temporary roles, using third party services to either provide labour or runs the actually services directly, outsourcing departments and services, using co-packers or third-party manufacturing sites and so on.

Today, in not a few countries, contract jobs which are renewed annually, is not uncommon. Jobs that may require only a portion of the 8-hour working day so you may find people doing a couple of such jobs to fit into a day.

Covid has come to even throw a new spanner into how work can be done.

What does the average young person consider a job today, in Ghana?

I listened to some of the interviews during the recent job fair organised by YEA. And I knew that the definition of a job may need a bit of upgrading here. The definition of a job may have changed and left many of us behind, jobless – per what our parents knew it as.

My serving today, from the cowries in my calabash.

September 12, 2021 0

Cowries in a Calabash

5 September 2021

Complain about the past and the present but also seek to do your bit to construct the future.

Our parents and those before them grew up in harder times, under rulers not their own, under situations not their own creation but they dared to dream and to change the narrative for those who were to follow after them, us.

They fought. They fought to claim and build their nation again, with their sweat, their hands and their all.

Work in progress, it is. And they did their bit and handed over. To us.

I fear we have become a generation of complainers who know all about who and what to blame and much less about what we have to sweat for and build.

And politics has made us lose our sense of communal labour. Of seeing the village as one unit and joining hands. You help weed my farm, I help weed yours. Ndɔ boa. That is our social welfare system, that is our tradition way of building together. Modern political administration has made us lazy. Where we look to the capital for everything, including building a latrine for our own village.

I sat in a book reading session once, listening to the venerable Kwaku Sakyi-Addo. He told a story of visiting a village once for a meeting between the village folk and some visiting NGOs. The meeting was held in a massive edifice, the local church. The main issues discussed were about facilities and development that the village wanted. One key request struck him: they wanted a community toilet. Later, he asked them how they built the church. They replied that they built it from their own resources and their communal labour. Why not use the same strategy to build the community toilet, he wondered.

I dare say religion has made us lazy too. We expect manna, not from our own farms, but from heaven. That is why a person would spend all day, on weekdays, praying for a job, in a church which is a converted factory or warehouse.

We are the ones to till this land and to bequeath a better land and country to those after us.

Woe betide us if our children turn out to be worse complainers than we are now.

My serving today, from the cowries in my calabash.

September 5, 2021 0

Cowries in a Calabash

6 July 2021

From my limited experience in industry, no fire truck can carry enough water to quench any fire. What you need are hydrants everywhere, working (as in water flowing through them) and ideally having booster pumps available to generate the necessary pressure to pump and shot the water to fight.

Do you see hydrants around?

Do we do drills to check that they are in good condition?

In my last role in industry, I was responsible for Health, Safety and Environment. We had regular drills – for evacuation, for fire fighting, for alarm systems. These systems need to be audited to close gaps all the time.

No good system runs on hope.

July 18, 2021 0

Cowries in a Calabash

11 July 2021

Aside the jokes and friendly banters, the GOAT debate shows how binary many of us are, and this shows even in how we view the politics and development of our nation.

Either or.

This vs that.

The world is big enough to have two or more views in the same seat.

As a refinery person, blends are a way of life.

As a lover of mathematics, polynomials are the spices of life.

As a man of chemicals, I know that in the presence of emulsifiers, oil and water can co-exist in one emulsion.

Happy Sunday.

July 18, 2021 0

Cowries in a Calabash

14 May 2021

I really love the conversations on-going about the cost of running our democracy, government and bureaucracy.

In the lifetime of my career, I saw changes done to conditions of service of Directors and Chief Executives, to match the times and the purse. In the company that Yamson ran, I saw a movement from when Directors had their own drivers and secretaries to when they drove themselves and typed their own letters or at best shared secretaries. I saw the movement from when the company had residences even for CEOs and numerous guest houses to a point where top managers lived in their own rented/own apartments and when employees stayed rather in hotels with sales of guest houses done. Always optimising, always finding ways to be more efficient, to improve the bottomline and to stay afloat and solvent.

I always thought about that, and also thought about similar companies in the town that Nkrumah built, which ran aground as they continued to live like sons of previously rich (but now poor) parents. Like the one that dealt in iron distins.

At independence, A.G. Leventis and UAC existed, with Leventis becoming GNTC. UAC eventually merged with sister companies into Unilever Ghana. We all know how the story ended.

We can’t borrow from frugal countries to fund our lavish lifestyles. We can’t continue to operate as if the topline and the bottom line of Ghana PLC are independent variables. We can’t have our leaders wearing elastic belts whilst asking us to tighten our belts (to quote PAV Ansah).

If Ghana PLC were a business, it would surely have been sold off by now, I am very certain of this. Or referred to the Diversification Implementation Committee.

Let the conversations continue. Better still, let it lead to changes in both our appetites and the response to same.

July 18, 2021 0