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How To Define The Standards of Your Services

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Every organization exists in order to serve people. Its goodwill and image are dependent upon the standards of its ser¬vices. Its long-term success or failure is also influenced by the quality of its ser¬vices. Consequently, most organizations strive to provide a good standard of ser¬vice. Some, however, do not clearly define the detailed standards. The result is that they have some vague notions about what they seek to achieve. Some aspects of this subject are set out in this article.

STANDARDS NEEDED FOR EVERY ACTIVITY

Depending on the nature of the opera¬tions, every organization has to provide services in various ways. For every activ¬ity, again, there are several stages of deal¬ing with people. A service is rendered at each stage of every aspect of its work. Thus, a standard of service needs to be established for every activity and its vari¬ous stages or aspects.

The exact details of the aspects or stages and types of services will differ from one organization to another. All organizations, e.g. hotels, retailers, insur¬ance companies, banks, courts, post offices, professional bodies, practicing professionals, and so on must define the standards for each stage of their various services or activities.

DIMENSIONS OF SERVICE
For each aspect of the working of an organization, several matters or dimen¬sions need to be considered with a view to setting the standards of service. These may include the following:

Range of Services Provided
* Do you provide services for all aspects of work or products for which people need your services, e.g. do you repair all that you sell?
* Do you have other unrelated services as a part of your range or on your premises or in the vicinity, e.g. shoe repair, bakery, telephone booth, bank office, stock broker, and so on.

Times when provided
* What are your working hours?
* Do you open on holidays?
* Are these hours convenient for the people?

Location
* Are your locations convenient to people?
* How far do they have to travel to access your service?

Frequency
* What is the frequency of the service (e.g. bus, airline)?

Price
* What is the price of each service?
* How does the price compare with others nationally and internationally?

Time Taken
* How long it takes to provide each service (to answer a telephone call, to check in a customer in a hotel)?
* What are the arrangements to cope with the peak hour rush, e.g. in a bank or a supermarket or a hotel?

Physical Facilities
* How do the facilities look?
* Are they appropriate for the purpose?
* Are the facilities functionally efficient, well organized and clean?

* Do the customers find them adequate and comfortable.

Procedures
* Are the procedures simple?
* Are the forms easy to fill in?
* Is help available to comply with procedures?
* Are there too many stages of dealing with a matter or for approval?

Complaints
* Are there clear procedures to deal with complaints?
* How long does it take to deal with complaints of various types?

Communication
* Are all aspects of services communicated to all concerned?
* How effective and frequent are the communications?

Treatment of People

* How are people greeted and treated?

* Are they treated differently when they come up with complaints?
* Is the treatment the same for all customers – big or small?

* Is your staff courteous?

* Are managers easily accessible to service to people?

Monitoring
* Are systems in place to monitor the various aspects, review them and take appropriate action?
Comparisons

* How do your standards of service compare with those of others – nationally and internationally?

Responsiveness

* Is customer feedback obtained on a continuous basis?

* Are the standards of service continuously updated in response to customer reaction or needs?
* Do you innovate ways to serve people better?

The above are some of the dimen¬sions of service that each organization must consider. The importance or empha¬sis on each dimension will differ accord¬ing to the nature of the organization, oper¬ating environment, resources available, problems, management priorities, etc. In each case, however, there is a need for clear and conscious decisions and communications about the standards of service to all concerned.

STRENGTH DETERMINED BY WEAKEST LINK

The image of service of any organization can be spoilt by one single instance of delay, confusion, lack of courtesy or the like. Hence, it is important to remember that the strength of the service image of any organization is determined by its weakest link. That is why it is vital that standards of service are implemented for every stage of every activity and for all dimensions of service.

People are constantly judging all aspects of service for every activity of an organization. And people are the best judge. Hence, it is necessary to obtain feedback from the people on a continuous basis and make necessary changes in response to customer needs or reactions or at least explain to them the reasons why certain services cannot be rendered.

ADVANTAGES
There are several advantages of clear¬ly defining and implementing appropriate standards of service for every aspect of an organization.

Standards of service provided a basis for:
• Making appropriate policies, organization structure and training schemes (including cross-training and staff reallocation during rush hours).
• Allocating appropriate resources in terms of staff, budget, physical facilities and equipment.
• Selecting employees who share values and standards and are prepared to meet the standards.
• Inculcating the necessary values amongst employees.

• Comparing standards with those of others so as to keep the competitive edge.
• Improving the depth of understanding of the managers about their organization and customers leading to improvement in the quality of management.
• Improving employee efficiency by giving them appropriate training, targets of performance to strive for and constantly improve.
• Motivating employees to improve their performance.
• Conducting proper performance appraisal of employees.
• Rewarding and reprimanding employees.
• Improving the organization’s image.
• Developing an appropriate organization culture.

Thus, standards of service can be very helpful in improving the efficiency of an organization and its image amongst its employees and the public. They can also help in improving national productivity and quality of life of people.

EXAMPLES
Some examples of the various aspects of service in specific types of organizations can clarify the above concepts. Some examples of service for two types of businesses are given below. Similar ones should be developed by every organization.

UTILITIES

These include water, electricity, and telephone companies or corporations. Various dimensions of service, i.e. loca¬tion, time taken, frequency, price, physical facilities, procedures, complaints, cus-tomer responsiveness, comparisons with other utilities (or even other organizations) nationally an internationally in respect of :

o Opening accounts o Concessions to people in distress
o Closing accounts o Treatment of dishonoured cheques
o Getting statements o Information made available to the public
o Reconnections o Telephone calls
o Disconnections o Making refunds
o Copy statements o Parking facilities
o Correction of mistakes o Public access to managers
o Investigation of wrong charges
o Enquiry about any matter
o Replies to letters
o Dealing with complaints
o Bills
o Public education as to the use of the services
o Charges for each service compared with similar services rendered by others.

For these and other areas of activity, each utility company management should consider the various dimensions of service and define its short and long term stan¬dards of service. The standards can pro-, vide a good basis for various other plans and arrangements of the organization. For example, for bills, standards need to be defined as to the frequency of billing, dis¬patch of bills, lead time for payment, deal¬ing with cases where bills are incorrect or are delayed in mail or where they never reach the customers, people in financial distress, locations where payments can be made, days and hours when payments can be made, time taken for payment of bills, action on arrears according to amount due and period for which they are due, and so on. A careful analysis of these will enable management to put in place appropriate facilities, organization, procedures, etc.

RETAILING BUSINESS
The various dimensions of service should be considered in respect of each activity. Some of the activities are:
o Adequacy of range of products and services
o Layout facilitating selection of items
o Cleanliness
o Branches at locations convenient to customers
o Unique items sold
o Help available to find items
o Adequacy of checking out arrangements
o Parking facilities
o Rush hour arrangements
o Days and hours of opening
o Holiday opening hours
o Treatment of damaged or obsolete products
o Prices of products and services
o Discounts on bulk purchases
o Return of items by customers
o Quality of products carried and services rendered
o Ancillary services provided on its premises or in its vicinity
o Frequency, range and the amount of discount on spe¬cials
o Treatment of customers
o After sales services
o Home delivery service

A review of each dimension of service for each of these and other matters can be very helpful in improving the quality of ser¬vices rendered by retailing organizations. This can make a differ¬ence in their degree of success. One of the most successful supermarkets in the world has grown on the basis of quality of service. Guess which one!

The above are just some examples for types of organizations. Similar ones can be developed for all types of organizations including airlines, bus companies, schools, hospitals, hotels, banks, insurance companies, professional organizations, clubs, educational and training organizations, tax offices, cus¬toms, and so on.

CONCLUSION
People expect good quality service from every organization. Only by providing it can an organization project a good image and grow. The service, however, has to cover all the various activities. Further, all dimensions of service have to be covered. It is not enough to cover only some of them. People do not, for example, expect quick service rudely provided at a high price. They do not even expect a low price service provided by arro¬gant staff. They judge the quality of service by its weakest link.

Defining and implementing standards of service can provide several advantages to an organization and the community. Many success stories in the world are the result of good service. Wal Mart (USA) Supermarket is one such example. When some hotels in Hong Kong send Rolls Royces to pick up customers from the airports and then present them with flowers and fruits in the room, they are not just throwing money away. They are building a reputation and attracting business. No wonder they feature high in the world’s ranking of hotels.

Are you now ready to define and implement the standards of service for your organization? How would they compare with others?

Sushil K. Jain FCCA, FCIS, FCMA

Business Insights

Businessuite Cover Story: Too Much Power? Governance Risks Rise as Tyrone Wilson Consolidates Leadership at Kintyre and Visual Vibe

Introducing a non-executive Chair, appointing dedicated executives for strategic verticals, and strengthening board committees are proven routes to balancing entrepreneurial dynamism with fiduciary responsibility.

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• Mr. Tyrone Wilson, who currently serves as Chairman, President & CEO of Kintyre Holdings (JA) Limited, and Chairman of Visual Vibe, has formally assumed the additional role of Chief Executive Officer of Visual Vibe, a wholly owned subsidiary of the Company. 
• Ms. Jasmin Aslan has been appointed as Chief Business Officer (CBO) of Kintyre Holdings (JA) Limited, effective July 1, 2025.
• Mr. Andrew Wildish has resigned from his role as Chief Investment Officer of Kintyre Holdings (JA) Limited, effective June 30, 2025. The Company’s investment strategy will now be assumed by Chairman, President & CEO Tyrone Wilson, and will be supported by the Investment Committee of the Board, chaired by Mr. Nick Rowles-Davies.

When Mr. Tyrone Wilson, Chairman, President, and CEO of Kintyre Holdings (JA) Limited, stepped into the additional role of Chief Executive Officer at Visual Vibe—alongside his existing portfolio—industry observers took note. His move, following the resignation of Chief Investment Officer Andrew Wildish, now consolidates strategic, operational, and governance control under one leader across the two connected companies.

While some argue that this concentration of power streamlines decision-making, particularly in smaller or fast-moving firms, global governance standards paint a starkly different picture.

From the UK’s Cadbury Code to the OECD and US Dodd-Frank regulations, best practice guidelines consistently recommend separating the roles of Board Chair and CEO. The rationale is simple: independent oversight safeguards shareholders by ensuring that strategic decisions, executive compensation, and performance evaluations are objectively scrutinized. Harvard Law’s corporate governance research found that dual-role companies often pay more to their top executives and face elevated ESG and accounting risks, with lower long-term returns to shareholders.

In Mr. Wilson’s case, the risks are amplified by his assumption of the departed CIO’s investment strategy responsibilities. While an Investment Committee chaired by Mr. Nick Rowles-Davies will provide support, the absence of a dedicated CIO raises questions about execution bandwidth, focus, and strategic continuity.

His move, following the resignation of Chief Investment Officer Andrew Wildish, now consolidates strategic, operational, and governance control under one leader across the two connected companies.

Recent global examples demonstrate the potential fallout:

At Boeing, CEO Dennis Muilenburg’s dual role contributed to oversight failures during the 737 MAX crisis.

Starbucks faced shareholder pressure to separate Chair and CEO roles held by Kevin Johnson and later Laxman Narasimhan.

At Volkswagen, Oliver Blume’s simultaneous leadership of VW Group and Porsche raised warnings of strategic drift and governance conflict.

For shareholders, these scenarios underline a core truth: Checks and balances matter. Without an independent Chair to challenge decisions, or a standalone CEO focused solely on operational delivery, companies risk poor accountability, strategic blind spots, and diminished investor confidence.

Furthermore, frequent senior departures, as seen with Wildish’s exit, create instability, potentially eroding morale, institutional knowledge, and external credibility. For companies like Kintyre and Visual Vibe, operating in competitive markets requiring agile yet well-governed leadership, the tension between efficiency and accountability has never been more stark.

The path forward? Independent governance experts recommend immediate board-level evaluation of leadership structures to ensure robust oversight. Introducing a non-executive Chair, appointing dedicated executives for strategic verticals, and strengthening board committees are proven routes to balancing entrepreneurial dynamism with fiduciary responsibility.

At the heart of it all lies a question shareholders must ask: When one person wears too many hats, who holds them accountable?

Foot Notes

Governance Best Practices: CEO & Chair Separation

Independence & Oversight
– Combining CEO and Chair roles concentrates power in one person, weakening board oversight and independent challenge
– Governance codes worldwide (UK Cadbury, OECD, Dodd-Frank, etc.) recommend separate roles to avoid conflicts of interest and boost board independence

Costs & Performance
– Studies show companies with dual roles tend to pay more to the leader, exhibit higher ESG and accounting risks, and often deliver lower long‑term returns

Efficiency vs. Accountability
– Proponents argue unified leadership can streamline decision-making, especially in small, fast-moving or crisis settings
– Critics note that efficiency gains are outweighed by weakened accountability, less board challenge, and riskier executive decisions

Risks of Tyrone Wilson Holding Multiple Executive Roles

1. Conflict of Interest & Oversight Blind Spots
As CEO, President, and Board Chair of Kintyre, plus CEO of Visual Vibe, Mr. Wilson controls operational, strategic, and governance levers. This vertical integration drastically reduces independent oversight.

As BoardEvals points out, the Chair should be able to “challenge the CEO’s performance”—impossible when they’re the same person

2. Governance and Shareholder Accountability
– The Board’s duties include setting senior pay and evaluating leadership. With a unified Chair/CEO, Mr. Wilson effectively oversees his own compensation and reviews—undermining fiduciary trust
– Transparency risks arise if disclosures and rationale for dual roles aren’t clearly communicated to shareholders, as required under Dodd‑Frank §972 .

3. Execution Risk & Burnout
Fulfilling multiple demanding roles reduces bandwidth and focus. There’s evidence dual roles can dilute effectiveness and increase error risk .

4. Investor Confidence & Market Perception
– Majority of global investors favor role separation. Even large US firms are moving in that direction (44% of S&P 500 now combined vs. 57% a decade ago)

– Cases like VW (Blume), Starbucks (Niccol), Boeing (Muilenburg) show shareholders raising flags when executives take on both roles

Executive Departures & Instability
Andrew Wildish’s departure as CIO on June 30, replaced by Mr. Wilson & an Investment Committee, indicates a consolidation of high-level roles. Multiple senior exits can signal:

Leadership instability, undermining investor confidence and organizational clarity.

Strategic drift, especially in areas requiring specialized expertise.

Increased “agency” and “entrenchment” risk – where board oversight may be compromised by concentrated executive power .

Shareholder Considerations
Investors should be concerned when:

Checks and balances are diminished
With one executive occupying so many strategic and governance roles, board objectivity may be compromised.

Succession and crisis management are jeopardized
Who leads if Mr. Wilson is unavailable? What happens if rapid decisions are needed? Lack of emergency backup risks business continuity.

Specialized oversight is reduced
Investment strategy, compliance, audit—all risk oversight gaps when not handled by dedicated, independent executives.

External advisors step in
If retained, external governors may mitigate some risks—but at added cost and complexity.

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Entrepreneurship

Building a Business While Working a 9–5: The Real Hustle Behind the Dream

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Starting a new business is bold. Starting one while managing a full-time 9–5? That’s a different kind of brave.

For many aspiring entrepreneurs, the safety net of a full-time job provides stability while pursuing a passion project or startup dream. But make no mistake — it takes strategy, discipline, and an honest understanding of your limits.

Here’s what I’ve learned (and am still learning) as I straddle both worlds:

1. Time Becomes Your Most Valuable Currency
With only early mornings, lunch breaks, and late nights to spare, you begin to spend time like money. You’ll learn quickly that not every meeting is worth it, not every opportunity is aligned, and not every “yes” deserves your energy.

2. Boundaries Are Everything
Your job deserves your full attention during business hours. Your startup deserves its own sacred space. Without clear boundaries, burnout is inevitable and performance can suffer — in both areas.

3. You Don’t Have to Do It Alone
Whether it’s a co-founder, a freelance designer, or a virtual assistant, small investments in support can pay off big in time and sanity. And yes, your network is a secret weapon.

4. Progress Over Perfection
You won’t launch with the perfect website, the flawless pitch deck, or a viral brand — and that’s okay. The most important step is the next one. Small, consistent progress compounds.

5. Clarity Comes Through Action
You might start your business thinking it will go one way, only to find your true niche or product-market fit halfway down the road. That clarity won’t come from overthinking — it comes from doing.

Starting a business while working a full-time job isn’t about being superhuman — it’s about being deeply committed to a bigger vision while managing your current responsibilities with integrity.

To those in the thick of the hustle — keep going. You’re not alone, and you’re not crazy. You’re building something meaningful.
If you’re in this season too, I’d love to hear your story. What’s your business? What’s working? What’s not?

Let’s connect and support each other.

Rojah Thomas Co-Founder at Kree8 Hive!
Sales & marketing maven, passionate marketer with a love for sales. With over 8 years experience in the field, I offer a refreshing new age approach to marketing with a direct focus on sales and ROI.

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Business Insights

You Can’t Fix What You Can’t See: Why Jamaica Broilers’ U.S. Collapse Wasn’t Just Financial, It Was Strategic

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A supply chain leader’s take on how weak governance, poor integration, and reactive leadership cost Jamaica Broilers billions, and what Caribbean firms must do differently.

As a Jamaican-born supply chain executive working in the United States, I’ve seen firsthand how ambition without execution can quickly become a liability. That’s exactly what happened to Jamaica Broilers Group Limited. For nearly 70 years, JBG has been a symbol of Caribbean manufacturing excellence. However, in early 2025, the company announced its first quarterly loss in history, primarily driven by a $1.15 billion loss from its U.S. operations.

Recent news articles suggest that miscalculations in valuing inventory and biological assets contributed to financial losses. As a leader in operations, financial transformation, and supply chain audits, I can state:

This was not just a financial mistake. It was a strategic failure of systems, governance, and business leadership.

The Numbers Tell the Story

Based on regulatory filings and media reports from Our Today and the Jamaica Observer, here’s what went wrong:

  • JBG admitted to using “unsubstantiated accounting valuation methodologies” affecting inventories and biological assets
  • The company expects a material restatement of U.S. earnings
  • It recorded a J$1.15 billion quarterly loss, compared to a J$1.3 billion profit the year before
  • U.S. operating profit fell from J$2.98 billion to J$922 million over nine months
  • The entire U.S. leadership team was removed, including Stephen Levy, the CEO’s brother
  • External financial advisors were brought in, and reports were delayed twice before being released

This wasn’t an isolated oversight. It was a total breakdown in the systems that connect supply chain performance to financial truth.

Where the Strategy Failed

1. Operations and Finance Were Completely Disconnected

JBG’s misstatement of inventory and biological assets tells me one thing: Finance was not operating with real-time data from the supply chain. In an asset-heavy industry like poultry, valuation accuracy is directly tied to production yields, biological input tracking, and inventory turnover. If those systems are disconnected, your balance sheet is based on assumptions.

Insight: You can’t fix what you can’t see. Real-time inventory visibility is no longer optional, especially in a low-margin industry.

2. Governance Was Passive, Not Proactive

The issues in the U.S. operation were only uncovered during a quarterly review. This means that for months, the leadership based in Jamaica had no visibility into what was truly occurring. There were no warning signs, no escalation triggers, and no governance frameworks in place to identify these missteps earlier.

Insight: Foreign subsidiaries must be governed as extensions of the enterprise, not as independent silos. Operational governance is not a meeting, it is a system.

3. No Strategic Positioning in the U.S. Market

JBG tried to enter the U.S. poultry market as a mainstream player. No diaspora segmentation. No culturally driven SKUs. No unique value proposition. That meant they were competing directly with industry giants like Tyson Foods and Sanderson Farms, with no brand edge or pricing power.

Insight: In the U.S., don’t compete on commodity. Compete on culture, value, and customer alignment. JBG ignored the Caribbean diaspora, and with it, a major advantage.

4. Overexpansion Without Standardization

JBG operated two facilities in the United States, located in Iowa and South Carolina, without a unified operational model. The systems were not standardized, and the processes were not synchronized. The resulting consequences were significant.

  • Ballooning operating expenses
  • Fragmented performance metrics
  • Reduced supply chain efficiency

Insight: Expansion is not growth unless it is built on a repeatable model. Two facilities without one process is not scale, it is confusion.

What They Still Haven’t Fixed

Despite public admissions and leadership changes, JBG has not yet addressed:

  • Whether it will consolidate operations under a single facility
  • How will it implement diaspora-driven branding and product segmentation
  • What new controls are being put in place for real-time operational audits
  • How will its ERP or financial reporting systems be upgraded

The response remains focused on personnel. But this was never just a people problem. It was a process problem.

My Recommendations for Caribbean Firms Entering the U.S.

As someone who has optimized supply chains, here is what I recommend:

1. Integrate ERP Systems Across All Operational Units

Ensure that inventory data, production yields, and cost accounting are aligned and communicate effectively with one another daily.

2. Establish Governance With Clear Escalation Protocols

Don’t wait for quarterly reports. Build monthly audits, early-warning triggers, and local compliance reviews into your operations.

3. Build With Culture at the Center

Diaspora markets are not just nostalgic, they are loyal. Own that connection with specialized SKUs and targeted marketing.

4. Standardize Before You Scale

Replicate only what works. Make sure your first location operates with precision before opening a second.

5. Tell the Truth Sooner

Market trust is built on clarity. Communicate failures transparently, and show the systems being built to prevent recurrence.

I’m not writing this to criticize JBG. I share this because I’ve witnessed this narrative repeatedly. This was a billion-dollar lesson, highlighting the need for Caribbean businesses to prioritize operational discipline over mere optimism when expanding into the U.S.

Financial breakdowns start as operational blind spots. Visibility isn’t a luxury—it’s the foundation of trust.

Jermaine Robinson, MBA, CSCP
Strategic Supply Chain Leader | Global Logistics & Distribution Leader | Driving Operational Excellence & Digital Transformation

The views and opinions expressed are those of the author/s and do not necessarily reflect the official policy or position of companies or clients for whom the author/s are currently working or have worked. Any content provided by the author/s is of their opinion and is not intended to malign any religion, ethnic group, club, organization, company, individual, or anyone or anything.

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Leadership Conversations

Why Some CEOs Resist the Concept of Buy-In

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In my years of working with CEOs during strategic planning, I’ve noticed a surprising resistance among some leaders to the concept of buy-in. To these CEOs, seeking input or engagement from employees feels like a sign of weakness. They believe leadership should be about mandating change and that buy-in dilutes their authority. This resistance, while common, often undermines the very success they aim to achieve through strategic planning.

The CEO’s Perspective on Buy-In
For many CEOs, strategic planning aims to create change—often significant, organization-wide change. They understand that change is difficult and frequently met with resistance, particularly from employees accustomed to the status quo. However, their response is often to mandate change, dismissing the need for employee involvement.

This approach stems from the belief that engaging employees in the planning process equates to surrendering control or being held hostage by their resistance. Confident in their vision, these CEOs view buy-in as an unnecessary hurdle, preferring to impose decisions with a “comply or leave” mentality.

The Case for Buy-In
My counterargument is simple yet profound: decisions are only effective if they are supported by those who must implement them. Dr. Robert Zawacki of the University of Colorado articulates this well in his book Transforming the Mature Information Technology Organisation. He argues:

Effective Decisions = The Right Decision X Commitment to the Decision (ED = RD x CD).

This formula highlights that even the best decisions will fail without the commitment of those responsible for implementing them. Commitment doesn’t arise from compulsion—it comes from understanding and shared ownership.

The Power of Participation
Engaging employees in the planning process fosters a deeper understanding and greater alignment. When employees are involved in crafting the parts of the plan that impact their work, they are more likely to accept and embrace the required changes. It aligns with the adage:

“If they create it, they understand it. If they understand it, they commit to it.”

Participation doesn’t mean ceding control; it means building a coalition of committed individuals who will champion the plan’s execution. Buy-in transforms resistance into ownership, turning a potential liability into an asset.

The Bottom Line
CEOs who dismiss buy-in as a weakness fail to see it as a tool of strategic strength. Leadership is not just about creating the right plan—it’s about ensuring that the plan succeeds. Engaging employees is not a concession; it’s a strategy for building commitment, aligning efforts, and achieving lasting change.

Buy-in isn’t just a nice-to-have; it’s the multiplier that turns the right decisions into practical actions.

 

 

 

 

 

 

Ronnie Sutherland
Managing Partner – Strategic Solutions Limited.I am a strategic planning facilitator ready to guide you through your next strategic planning process.”

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Businessuite News24

Finance Minister Highlights Middle Managers’ Key Role in Jamaica’s Economic Growth

“As Minister, I see every day how important strong leadership is to sustaining the progress we’ve made in stabilising our economy, attracting investment and opening new opportunities for our people,” Mrs. Williams said.

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Minister of Finance and the Public Service, Hon. Fayval Williams, has underscored the pivotal role middle managers play in driving Jamaica’s economic progress.

“As Minister, I see every day how important strong leadership is to sustaining the progress we’ve made in stabilising our economy, attracting investment and opening new opportunities for our people,” Mrs. Williams said.

She declared that middle managers are “the energy that gets things done” as they move their companies along, exhibiting true leadership that shapes the transformation of teams and influences the drive towards national development.

“[True leadership] is the consistent demonstration of values, authenticity and strategic focus that leaves behind a real legacy… one not written in résumés but in lives changed, organisations built, and futures secured. I know that you know that titles may grant authority, but only influence grounded in service, discipline and integrity builds the trust that moves countries like Jamaica ahead,” Mrs. Williams said.

Minister of Finance and the Public Service, Hon. Fayval Williams (second left), converses with (from left) Director, Montego Bay Chamber of Commerce and Industry, Donovan Chen-See; Managing Director, Make Your Mark Consultants (MYMC), Dr. Jacqueline Coke-Lloyd; and Bishop Dwight Fletcher, during the MYMC two-day Middle Managers’ Leadership Conference at The Jamaica Pegasus hotel on Tuesday (April 29). Mrs. Williams delivered opening remarks.

She was addressing stakeholders on day one of the Make Your Mark Consultants (MYMC) two-day Middle Managers’ Leadership Conference at The Jamaica Pegasus hotel in New Kingston on Tuesday (April 29).

Mrs. Williams noted that strategic and decisive leadership is especially critical in navigating current global uncertainties.

“In today’s increasingly dynamic global trade environment, Jamaica’s agility or ability to move swiftly, decisively and strategically is essential for national success; and at the execution level, it is you, it is our middle managers who drive that success.

You’re the ones ensuring that vision becomes reality, solving problems, coaching teams, delivering results and adapting to change with confidence and clarity,” she contended.

The Minister further pointed out, “In a Jamaica that is growing steadily stronger with sound leadership, prudent economic management, historic low unemployment rates, a transparent inflation-targeting regime, real investments in education, infrastructure, and innovation, it is clear that, as a country, we are on the right path.”

Meanwhile, Mrs. Williams lauded MYMC for organising what she described as the premier management conference in Jamaica, noting that the event is critical as Jamaica navigates an increasingly complex global economy.

She noted that this year’s conference theme – ‘A Legacy of Change, Transformation and Execution’ – is apt for the occasion.

“It reminds us that leadership is not about titles, offices, or positions. It’s about action [and] the courage to move when others hesitate. It’s about vision… the ability to see beyond today’s challenges and into tomorrow’s possibilities. Most importantly, it’s about influence – the ability to inspire people to believe in a cause greater than themselves, to push past limits to build institutions that will stand the test of time,” the Minister emphasised.

Mrs. Williams encouraged the participating middle managers to take advantage of the conference by actively engaging in the discussions, learning from the experts, sharpening their skills and strengthening their networks so they can be better and stronger leaders, driving Jamaica’s continued growth and transformation.

By: Donique Weston, JIS

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