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‘Jamaica must improve its service delivery’

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Janice Robinson Longmore Janice Robinson Longmore

The services sector in Jamaica currently contributes more than 70 per cent of the country’s gross domestic product (GDP) and has been earmarked as a priority area by the government.

But, while acknowledging that the sector has the potential to create unparalleled growth for the Jamaican economy, Janice Robinson Longmore, executive in the JN Group, has identified an urgent need for local businesses to improve their levels of service delivery. She believes that operational inefficiencies across industries could undermine efforts to position Jamaica as a viable location for sustainable global competitiveness.

Speaking at the University of Technology Management Seminar, ‘Achieving Management Excellence: Enhancing the Impact of Future Leaders in the Workforce through Innovation and Engagement,’ held at the Jamaica Conference Centre on March 24, Longmore noted that the services sector is expanding its suite of offerings and more business process outsourcing (BPO) companies are now seeing Jamaica as the ideal location to expand their services.

However, she pointed out that employee engagement, improvement in operational efficiency, and innovativeness, were the keys to unlocking the country’s BPO potential.

“Business leaders are usually academically gifted. Sadly, some leaders focus only on company profitability, and fail to address operational glitches, or to engage their lower level staff,” she observed. This, she said, leads to lack of cohesiveness among teams, and stifles creativity.

“When we address deficiencies in the way we operate our businesses, and our employees are fully engaged, we create the ideal climate for the convergence of efficiency, engagement and innovation,” Longmore advised.

She noted that ‘little things’ such as following through on commitments, giving adequate advice and information, and even the basic courtesies, made a difference to how businesses are viewed, and urged executives to “get inside the consumer’s head’ and use the right blend of time, money and people, to deliver their services.”

The executive showed how companies and organisations in the JN Group responded to the changing needs of their customers and members by introducing the premier online banking product, ‘LIVE by JN’, which allows them to move funds, both locally and internationally, in real time, to other JN accounts, as well as to accounts held at other financial institutions.

Formatted for personal computers and mobile devices, ‘Live by JN’ also facilitates other essential routine tasks, such as credit card and bill payments and cell phone top up.

To date, ‘LIVE by JN’ has become the largest branch of JNBS, having processed transactions valued at some J$ 4.74 Billion in the 2013 to 2014 financial year.

“This is what I mean by making the link between operational efficiency, innovation and company profitability,” she emphasised.

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