.gif)
.gif)
1.gif)
9 June, 2009
Two of Vodafone Fiji Limited’s staff won the top awards at the inaugural Productivity Champions Award Ceremony.The award program introduced by the Training & Productivity Authority of Fiji (TPAF) recognizes innovative individuals who are making a difference in the effectiveness of their organization with the theme “Recognizing Individuals that make a Difference”. The awards were presented to them by Prime Minister Commodore Bainimarama at the Tradewinds Convention Center yesterday (Monday 8th) while launching the Productivity Awareness Campaign.
The two are Nirul Nihaar Vodafone Fiji’s Web Master and Mosheen Khan, an IT Technical Officer.
The Productivity Champions Award recognizes individuals, from organizations that have principal activities in Fiji, who have taken extraordinary steps to achieve outstanding results in a fiscally challenging time. By establishing exemplary work practices and environments that enable their companies to provide excellent service to their customers, these individuals truly deserve to be called our "Productivity Champions!"
Vodafone’s Managing Director, Aslam Khan said, “We are extremely proud of Nirul and Mosheen. They are a reflection of all the hardworking and inventive staff of Vodafone Fiji Limited.”
“Over the years, Vodafone has excelled at all competitions and awards related to Quality & Productivity including winning the Presidents award for Business Excellence twice. Winning the top awards at the initial launch of Productivity Champions Award is another milestone for Vodafone,” he added.
Nirul Nihaar’s Project; Live Chat
VF Fiji's official website (http://www.vodafone.com.fj) receives on average 1.5 million visits per month making it the most heavily visited non-news website in Fiji. Almost 94% of traffic on the site originates locally. Previously, an online Contact Us form was used by site visitors to send in queries. The queries were received by customer agents and responded to accordingly. This medium did not guarantee an instant response resulting in delayed support to customers. This problem prompted Nirul to investigate other options so our online customers could be assisted more efficiently.
An online customer support service was implemented through Vodafone’s customer care department enabling customer care agents to chat in real time with our online customers and attend to their queries. This web-based package integrated with the company’s existing website, providing Vodafone with the ability to reach out to our customers by proactively greeting and inviting them to chat with us from anywhere in the world. The goal was to reduce our operating costs as well as cost to customers. With this solution, customer care agents are able to manage multiple customers at one time versus the more traditional one on one interaction using telephone support.
Vodafone Fiji Limited was the first amongst the Vodafone operating companies to introduce this service, which was later adopted by Vodafone Australia and other Vodafone companies worldwide. Vodafone Fiji was recognized on the Vodafone Group’ Global Online Learning Database (GOLD) for implementing Live Chat.
Nirul is the Web Master at Vodafone Fiji Limited. She has been working at Vodafone for two and a half years. She graduated from USP with a degree in Computing Science and Information Systems and worked at Fiji Live as a web developer for a year before joining Vodafone.
Mosheen’s project: My Zone
Mosheen developed a web-based application called My Zone which is used on the Vodafone intranet to encourage the staff to live their Red, Rocksolid and Restless values.
Before this web-based application, staff members used a standard word template that was filled in, printed and signed before being scanned and saved for future reference. There were many problems with the previous system: such as the time it took to fill forms, print and submit to managers and admin assistants; lost forms; inconsistent rating and lack of transparency which resulted in staff members complaining about the ratings they were given for living the company’s values.
Since its launch, Mosheen’s application has undergone many enhancements that have brought in a lot of noticeable positive behavioral change in staff. Staff members are able to get anonymous feedback from their colleagues, subordinates and top management on how they have behaved in the past quarter, as well as recommendations for further improvement. Everyone, including the Executives, gets rated. This application is also available to staff via Blackberry which allows out-of-station staff to participate fully in the program.
This web-based application allows the management to monitor staff ratings and reward them for their positive behavioral change accordingly.
Mosheen graduated from USP with a Bachelor of Computing Science and Information Systems. He joined Professional Pacific Softwares as a System Analyst/ Programmer for 6 months before joining Vodafone Fiji as an IT cadet in July 2007. Within one year, he was promoted to the position of Technical Officer IT.
About Vodafone Fiji:
Vodafone Fiji Limited is part of Vodafone Group Plc, a leading mobile communications company with over 270 million proportionate customers worldwide. Vodafone Fiji which is a partnership with ATH Group and provides mobile telecommunications services to 650,000 Fiji customers. Vodafone is the number one mobile network in Fiji .The global company has equity interests in 26 countries and partner networks in a further 33 countries, the largest global footprint.
Visit: http://www.vodafone.com.fj