Kenya Airports Parking Services (KAPS) has partnered with the African Management Initiative (AMI) to train over 200 managers and parking attendants in a KES 3 million project to help maintain its market leadership amid rising customer service expectations.
KAPS, East Africa’s premier parking services provider, has partnered with AMI to train employees in topics such as personal effectiveness, leadership and customer service. The training programme will use an innovative blend of online and in-person workshops, and will focus on the practical application of KAPS’ systems and at its sites across East Africa, which now supports hundreds of thousands of vehicles transactions daily.
“Customer service is the core of our business and we are constantly retraining our staff,” said KAPS Managing Director, Samuel Kahiga, speaking at the signing ceremony. “KAPS is set to spend over KES 3 million this year on training its staff and a considerable amount in its next financial year to maintain its market leadership.”
“Our customers are increasingly demanding of higher level of service. We have increased our investment to take our service experience notches higher as well as improve our resourcing and performance across the board,” continued Kahiga. “Companies who don’t do this will potentially face a rising tide of complaints from the increasingly demanding customers.”
AMI leverages technology to empower African managers and entrepreneurs through practical, accessible and locally relevant learning tools, and works with companies like KAPS to build motivated, productive and effective workforces. The award-winning pan-African social enterprise develops practical business courses and resources with Africa’s most prestigious business schools, which are delivered through a blend of web, mobile and in-person workshops.
“Our goal is to reach 1 million African managers over the next decade, enabling them to develop new skills and build businesses by providing access to world-class learning tools. We will focus on applied learning so KAPS can actually see the impact on the bottom line,” said AMI CEO and Co-Founder Rebecca Harrison.
“Today we draw closer to achieving this ambition with KAPS on board, and we look forward to fostering partnerships with other organisations,” she added.
The KAPS Personal Effectiveness and Leadership Academy Program will include dozens of in-person ‘Learning Lab’ workshops spread over 12 months to train their 205 employees. Workshops will be supported by an online learning community where employees work together to apply what they learn on the job, and improve personal and team performance. They will also have access to a 360-degree competency and coaching tool, and opportunities to connect with colleagues at different levels of the company.
AMI has already reached over 10,000 managers and entrepreneurs at hundreds of companies across in over 25 countries across Africa. It has worked with a range of clients and partners, including the Rockefeller Foundation, United States government agencies and various companies in East Africa, such as Kenya’s Naked Pizza, East African agribusiness firm Sidai Africa and Tanzanian solar power provider Off-Grid Electric.