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Home Blog Page 6085

The MultiChoice (DStv, GOtv) Customer Service Lesson

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DSTv court

On Thursday, MultiChoice (DStv, GOtv) informed its customers thus: “Please be informed that Multichoice offices are undergoing a system upgrade from 11 pm Saturday October 17 to 4pm Monday, October 19, 2020.” Then, from October 17, many started writing that the DStv system had been hacked because most channels became available to everyone. Interestingly, Multichoice made a decision as the upgrade process would prevent some subscribers to temporarily NOT have access to their paid channels. In order to avoid that, the company opened all the channels to mostly everyone.

I recall the day we were doing an upgrade in the Tekedia payment system. The database migration possibly could prevent subscribers from not having access to the premium contents. I asked our team to make everything open even though non subscribers could have access. The real goal was to make sure that paid subscribers were never affected during the process. When the migration was completed, we switched back the paywall.

For these two scenarios, would you have approached the issues differently?

Comment on LinkedIn Feed

I think we need to learn from Telecom companies. I’m curious, how do they do it? Do they also open up their server so that everyone and anyone both subscribed and unsubscribed can have access to the pool of their data subscription and airtime?

I personally think if they go down this route, the debt they will accrue over that short space of time will be more than enough to set the company on a survival trajectory.

So, how do they get it done? Anyone with exact and factual details should help with that.

My Response: Actually, telcos do open up during some upgrades. There have been cases when people harvested bundles by luck. The key is making that call between annoying the paid users and t hoping the freebies will not break you. Yet, the real deal is to make sure you never have to make such calls. But some default to open especially when the risk is small over dealing with customer complaints on Twitter and Facebook.

The World Waits As China Unveils A New Five-Year Plan; Lesson for Nigeria

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The world is on pause (literally) as everyone waits for the details of China’s 14th five-year plan. With massive global dislocation triggered by Covid-19, China can exploit many comparative advantages to accelerate its ascension at a rate the world has not witnessed before. So, watch out how China begins to build an economy that does not need the world to thrive but would be indispensable for the world. As the world’s largest exporter, the world runs on China and this new five-year plan could push the equilibrium more to China’s favour.

China has churned out five-year plans since the 1950s, borrowing from the former Soviet Union. Accompanying subsidies have given direction to the economy, businesses, officials and investors. Over the decades, the plans have helped develop agriculture and industry. Technology didn’t figure prominently. In the 12th plan, which ran from 2011 through 2015, the economic growth mix changed as the break-neck pace slowed from the years after accession to the World Trade Organisation. The current one mentions “innovation” more than 200 times and pushes Made in China 2025, a policy that became a sticking point in the trade spat with the US Programs and projects range from high-end manufacturing, big data and smart grids to cyberspace security. These are all sectors that are top of mind for global leaders and are faced with increasing protectionism.

What is Your China Strategy?

But as that happens, Nigeria is working on Agenda 2050, a new developmental initiative for the nation. Because 2050 seems like an eternity considering the rapid changes in our world as a result of technologies, breaking things into five years or at most ten years may be more strategic. The effectiveness of China’s five-year plan is iconic; Nigeria can learn from it, over our typical decades-long roadmaps which are usually abandoned. Of course, it goes beyond plans – we need to also execute!

AGENDA 2050: PRESIDENT BUHARI INAUGURATES NATIONAL STEERING COMMITTEE, SAYS NEW DEVELOPMENT PLAN WILL LIFT 100 MILLION NIGERIANS OUT POVERTY BY 2030

President Muhammadu Buhari Wednesday in Abuja inaugurated the National Steering Committee to oversee the development of the Nigeria Agenda 2050 and Medium-Term National Development Plan (MTNDP) to succeed Vision 20:2020 and the Economic Recovery and Growth Plan (ERGP) 2017 – 2020.

The National Steering Committee for the development of Successor Plans to Vision 20:2020 and ERGP will be jointly chaired by Atedo Peterside and Zainab Ahmed, the Minister of Finance, Budget and National Planning.

What is it that Nigeria wants to accomplish in the next five years? If you have no clue on that, do you think telling you a 2050 plan makes sense?

Effective Ways to Reform the Nigerian Police

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The need for the reformation of the Nigerian police is long overdue. People have been asking the government to do something about the police but, as usual, the government is slow in responding. The poor welfare of these officers and the wrong management of the system have led to a lot of decay. What we face today is not just extortion and brutality, but also perpetuation of crime by these officers and their use by different Nigerians as private servants and personal security. It is actually time to call for a change.

If you ask twenty Nigerians what they think should be done to bring positive changes to the Nigeria Police Force (NPF), they will tell you twenty different things. But among the things they will say are salary increase, recruitment of graduates, training, psychological tests, dismissal of corrupt officials, and so on. All these are good but not all of them are necessary. For instance, I don’t think a person’s level of education should determine his ability to police well. Yes I know that we cherish degree certificates in Nigeria but not all men of integrity passed through the walls of higher institutions. Furthermore, we have seen PhD holders that lack integrity. So asking for university graduates to be the only police officers we have in Nigeria may not be necessary.

However, in addition to suggestions proffered by well-meaning Nigerians, I have the following to add:

  • Duration of Assignment

I don’t know how the police force works but I know that being in a position or a location for a long time may cause more harm than good. For instance, if these SARS officials were transferred out of their locations of service, or transferred from one unit to another within a short frame of time, they will not have become this bad. When a person stays long in a position or location, he is bound to see himself as indispensable, or as a god. NPF should make it a point of duty not to leave officers in a location or unit for more than a year or even less. Let these officers know that their stay is temporary wherever they are.

  • Background Check

Like I said earlier, I don’t know how the system truly works but I doubt if the background of our officers were truly checked before they entered service and even while they are on service. If it is done, well it needs to be intensified. The officers’ lives in the past, friends, family, hometown and what have you should be checked and deemed satisfactory.

  • Supervision of Bank Accounts

This becomes necessary because of the way our officers extort money from people. These people’s accounts need to be checked regularly. There should be an independent unit that should take charge of this issue to avoid being compromised. Of course, when a certain amount of money is seen in an officer’s account(s), he will be asked to explain. Thank God BVN is there to make it easier to trace and monitor these people’s accounts.

  • Provision of Police Barracks and Other Incentives

The least the government should do is build barracks for these officers. Even if they have to pay rent, let it be minimal. I know a lot of people will kick against police officers paying for rents in barracks. But rather than these officers living in those kinds of barracks that look like where pigs are reared, let them have good ones and then pay reduced rents.

  • Ban from Serving Private Individuals and Organisations

Today, if you have money in Nigeria, police officers will be attached to you. They will follow you around and even be your chauffeur. They will run errands for you and do some house chores for you as well. And of course, if that man you are owing comes to ask for his money, your police minions will beat the living daylight out of him. And parents like this say they support youths in their #ENDSARS protest. That’s hypocrisy at its peak. Well, let ‘Big Men’ go and hire security personnel from private organisations. They don’t have to scare their ‘enemies’ away with men with guns. If they insist on their personal security details holding guns, they can arrange with the government to give license to some companies to provide people like that. But let our officers stop being house-helps for Big Men.

As for recruitment of officers by private organisations, I think the NPF needs to spell out which organisation is more likely to be attacked by armed bandits and robbers and which is not. Let it not be that even hospitals, filling stations, schools, supermarkets and what have you will have heavily armed MOPOL sent to them because they can afford to ‘pay for them’. The problem with our police force is actually enormous.

All the same, Rome wasn’t built in a day; and so our police force won’t be reformed all of a sudden. But like the ripple created by a drop of water, a little move in the right direction can bring the positive changes we all crave for.

Trump Vows ‘China Must Pay’ for COVID-19 As His Reelection Chances Wane

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China and US leaders

The US President Donald Trump reiterated that he will make China pay for the damages caused by coronavirus. Trump, upon his return from the hospital where he was admitted after he tested positive for the virus, said everything has been China’s fault.

Trump made the remark in a statement at the White House where he also claimed that his infection was “a blessing from God.”

“It wasn’t your fault that this happened, it was China’s fault, and China is going to pay a big price [for] what they’ve done to this country. China’s going to pay a big price, what they’ve done to the world. This was China’s fault.

“I feel like perfect, so I think this was a blessing from God that I caught it. This was a blessing in disguise,” he said.

COVID-19 has been the biggest challenge of Trump’s administration, and how he handles the pandemic has been criticized and fingered as the reason the United States leads in the number of infections and deaths.

Data from John Hopkins University shows that the US has 8,106,752 cases and 219,289 deaths so far; staggering numbers that put it ahead of every other country in the world.

Trump was declared ‘fit to go home’ after he was treated with experimental antibody therapy known as REGN-COV2 developed by American biotechnology company Regeneron. He also received the antibody cocktail before he was admitted to the Walter Reed National Military Medical Center. While in admission, Trump was also given multiple doses of the antiviral drug, Remdesivir and a steroid dexamethasone.

The president also said he would push for speedy delivery of the vaccines, and will pressure the Food and Drug Administration (FDA) to issue an emergency use authorization to administer the medication to COVID-19 patients. It is a move experts have described as “shocking.”

Aruna Subramanian, an infectious disease specialist at Stanford University, said although Renegeron seems promising, it is still on trial.

“He really praised the Regeneron monoclonal antibodies today. We’re still doing trials on them,” Subramanian said in an interview.

“They seem pretty safe, and they may be efficacious, but we don’t know in whom, and for what kinds of symptoms. So to somehow tout this as a cure and say that the FDA should push it through, everybody should get it – it was very, very shocking.”

Trump earlier touted hydroxychloroquine for treatment as the number of infected persons surged in US cities, despite experts’ warning that the drug has insignificant impact on patients during trials.

Following the surge of COVID-19 cases in the US, which has impacted both the US election and economy, Trump has been desperately looking for a way out as the rising numbers stand in the way of his reelection bid. But on the other side of his desperation also is an attempt to excuse his shortfalls in handling the pandemic, and blame it on China.

Trump has labeled the disease “China virus” as part of his effort to hold China responsible for the damages of the pandemic. But Trump isn’t the only one who has called for China to be held accountable for the pandemic.

Earlier in the year, Nigeria’s former Education Minister, Dr. Oby Ezekwesili made the case for the south Asian giant to compensate Africa for the economic damages the pandemic has brought on the continent.

The idea that China must be held accountable has been shared across countries, fueled by the belief that coronavirus must have been manufactured in a lab in Chinese city Hunan. The disease was first reported in Wuhan in December, with most cases linked to a seafood wholesale market.

While the belief that coronavirus was made in a Chinese lab remains a mere suspicion, as the World Health Organization’s investigators could not establish the link between the virus’ origin and Chinese labs, Trump appears to be on a vendetta to make China pay. After all, the virus came first from China, and it has severely dented his chances of getting reelected.

Business Execution And Growth At Tekedia Institute

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The Week 18 session of Tekedia Mini-MBA edition 2 just went live on the Board. The focus is Business Execution and Growth. I began with Driving Profitable Growth, Marginal Cost, and Scaling  and Idris Ayinde, ACA, CFA, KPMG UK concluded with Managerial Accounting, Business Decision Making and Growth. Idris, a Tekedia Institute Faculty, is simply amazing. He graduated with First Class Honours from the University of Lagos and holds the prestigious CFA charter. A chartered accountant, he has worked in three of the Big 4 accounting firms. Together, we made a strong case on why Execution & Growth is the only way for businesses to get into the castle, and thrive. There are two challenge assignments and two cases on financial ratios.

Table of Contents for Managerial Accounting, Business Decision Making and Growth Class note

  • Management Accounting
  • Management Accounting and Decision Making
  • Management Accounting – Value Addition for Sustainable Growth
  • Balanced Scorecard
  • Financial Ratios and Decision Making
  • Investment Appraisal
  • Working Capital Management
  • Case Study – Financial Ratios
  • Challenge Assignments

This is world class education in any metric. Do those cases and assignments, get deep insights, and unlock growth in your company. “Execution, Execution, Execution”, from the words of Hamlet, hearing modern Lord Polonius’ “how do we grow, my Lord”? You can open the Twelfth Night, and turn it If execution be the food of growth, plan on”.

We welcome you to Edition 4 which begins Feb 8; registration is ongoing.


Note: Those quotes refer to William Shakespeare’s works. I have changed the quotes to align with my context. For records, Lord Polonius asked “What do you read, my lord?” and Hamlet responded “Words, words, words”. The Twelfth Night one was ‘If music be the food of love, play on”.  This is the handiwork of memorizing lines for plays in secondary school – they refuse to make way. But it is all fine.