Speech of Honourable Dr Rajeshwar JEETAH,

Minister of Industry, Small and Medium Enterprises, Commerce

and Cooperatives on the occasion of the

Launch of the National Quality Week

Le Labourdonais Waterfront Hotel

09 November 2006

 

Mr Premhans Jhugroo, Supervising Officer, Ministry of Civil Service and Administrative Reforms

Mr Dennis Zandaza, President of Mauritian Quality Institute

Miss Mohini Napaul, Director of Mauritian Quality Institute

Mr Paul Cooper, Director, Institute of Customer Service, U.K

Mr Alan Power, Managing Director, MPower Ltd, U.K

Distinguished guests

Ladies and Gentlemen

 

          It is with immense pleasure that I am here this morning on the occasion of the launching of the National Quality Week being organised by the Mauritian Quality Institute under the theme “Putting Customers First”.

 

           In the same breath I would like to extend a warm welcome to Messrs Alan Powell, Managing Director of Mpower Ltd., UK and Paul Cooper, Director of International Institute of Customer Service, UK who are the two resource persons for the conference.  I am sure that the expertise of these leading speakers will be highly beneficial given their wide experiences in the field of customer service.

 

Ladies and Gentlemen,

 

          The economic battle in the new international trading landscape places the quality dimension in the forefront.  Our businesses can no longer survive in a word characterized by globalization and liberalization without achieving world class quality production and service.  Here, I have in mind the erosion of trade preferences at regional and international level and the fierce competition for market shares which compel our businesses to achieve excellence at all levels.

 

          Indeed, in Mauritius the threats of competitive pressures emanate from various sources .  First trade liberalization at regional level has been on the agenda since long within SADC with a Free Trade agreement among a number of member countries in COMESA and complete trade liberalization in the SADC by 2012 on almost 85% of products will be achieved by 2008 and completed by 2012.  Second, On the international scene, the establishment of reciprocal trade relationship with the EU from 2008, elimination of multifibre Agreement and 36% cut in sugar price entails adjustment in the quality of our products to international standards.  Third, the negotiations on non-agricultural market access is leading to elimination of tariffs and preferences.  In this context, we have no choice but to achieve a paradigm shift in the way of doing business.

 

Ladies and Gentlemen,

          It is well known that success in today’s business world lie in being competitive along the whole value chain.  In Mauritius we have been enjoying a competitive edge in the production process.  The new trading patterns now dictate that we need to develop competitive strengths in pre and post production stages.  To this end, our business community needs to provide efficient and effective services to the clients.  The provision of zero defect services  is now essential as customers have assumed an enhanced sovereign role and  dictate production.  Indeed, without customers there is no business. A happy customer is, therefore the most viable business asset.  A happy customer will come back to do business again and again and recommend others.

 

Ladies and Gentlemen,

          We cannot therefore ignore that “Putting Customer First” is a condition that can ensure the long term sustainability of our business.  This demands that we emphasize innovation, creativity, fashion trends, state-of-the art technology, Just-In- Time practices and price competitiveness.

 

          However, this is not enough.  Building long term customer relationship is fundamental as customer retention cost less than customer acquisition.  The theme of today is therefore most fitting. 

 

Ladies and Gentlemen,

          This government has spared no efforts to create the conducive environment so that our enterprises can meet the demands of its customers.  We believe that an open trading environment is a precondition for businesses to become globally competitive on the basis of quality dimension.  Our enterprises should be able to hire foreign talents who can act as role models and bring skills needed to achieve competitiveness in the value chain.  The enactment of the Business Facilitation Act in August this year therefore constitutes a milestone in liberalizing imports of skills.  This Act has also removed all impediments to new businesses, eliminating many of the unnecessary permits and clearances.  Now with the enactment of the Business Act, most businesses can start within three days.

 

          The route to our country’s success is through the quest of excellence and quality.  The search for quality and excellence is a never-ending one.  It is our duty to take an active stance in maintaining and sustaining a quality culture.  To revive confidence in our institutions and hope for our economy, we have no choice but to go for quality in everything that we do as Edwards Deming has so said it “Quality is everyone’s responsibility”.

 

          To start with, on my assumption of office at the Ministry of Industry, I initiated action for the implementation of a quality management system.  I am pleased to say that the Industry and SME Division of my Ministry has been certified to the ISO 9001:2000 standards since a year now.

 

          Moreover, my Ministry has the responsibility for providing the country with a National Quality Infrastructure.  The Legal Metrology Department, the Mauritius Standards Bureau (MSB) and the Mauritius Accreditation Service (MAURITAS) are the three technical institutions which are involved in offering services and facilities for developing and implementing rules related to technical regulatory framework and conformity assessment.  These agencies would be individually and collectively responsible to ensure that appropriate policies are not only formulated but implemented effectively.

 

          Ladies and Gentlemen,

          I understand that the conference and workshops being organised during this National Quality Week are meant for all Executives, Directors, Heads of Customer Service, Marketing Managers, Sales Managers and Frontline Office Managers.  The National Quality Week with focus on ‘customer service’ to create awareness on the importance of ‘customer service’ in determining competitiveness as well as its importance in wealth generation and job creation at local level is most appropriate in the present context where customers are dictating business drive.  Participants will thus be able to:

 

  • Hear case studies from companies with strong focus on Customer Service Excellence.
  • Learn how to develop a consistent brand customer experience.
  • Develop a culture that puts customers at the core of the organisation.
  • Implement effective customer retention strategies and increase customer value.
  • Create motivated teams that achieve results.

 

With these words,

 

Ladies and Gentlemen,

          I wish all the participants fruitful deliberations and interaction with Mr Paul Cooper and Mr Alan Power.

 

          I now have the pleasure to launch the National Quality Week 2006.

 

          Thank you.