Environmental Health workshop at Nyanga Central

Proper management of waste would reduce all risks of contamination and improve the overall cleanliness of the site. All traders were encouraged to adhere to the simple cleaning system of removing all waste in a plastic carrier and dispose of them using the bins that are present all over the site. Animal fatty matter should by no means be dumped in any of the drains and perhaps a mesh covering should be introduced. This would prevent further contamination and assist in the greater pest control initiative. Item was delivered by site manager Marlon Herwel.

Recovery when failures occur

Our operations managers need to constantly decide what they will do when failures do occur.  Our operation benefits regularly from well planned recovery.

The breakdown may be disruptive but not as much as it might be if operations managers had not worked out what to do.

Recovery procedures will also shape the customer’s perception of failure.  It is not necessarily the failure itself that leads to dissatisfaction but our response to the break down.  Mistakes may be inevitable, dissatisfied customers are not.  A failure may even be turned into a positive experience.

A good recovery may possibly turn angry, frustrated customers into loyal ones.  An effective response to failure may yield a high pay-off in terms of the long term success of our organization.  It will also send positive signals to our clients and employees about our policy to encourage corrective action to achieve high customer satisfaction.