UBWIZA BW'IGIHEMBO CY'ABAKILIYA MU KUREMERA NO KUGENZURA IGIPIMO CYO GUKURIKIZA IKIGERO

Muraho neza,

Izina ryanjye ni Anota Adeshola, kandi ndi umunyeshuri w'ikiciro cya master muri Kaminuza ya Kazimieras Simonavicius. Mu mwanya wo gukora igitabo cyanjye cya master, ndi gukora ubushakashatsi ku "Ubwiza bw'Ikigo gishinzwe Kuremera no Kumenyesha Abakiliya n'Igihe cy'Ibibazo." Ubu bushakashatsi bugamije gusuzuma uburyo ubwiza bw'ibigo gishinzwe kuganira n'abakiliya bwifashishwa mu bwiyongere bw'ubushake bw'abakiliya.

Gusaba kwitabira ubu bushakashatsi ni uguhitamo, kandi ikibazo kizafata akanya ka minisitiri 12-15 mu kuyisubiza. Ibitekerezo byose bizaguma ku ibanga kandi bizakoreshwa gusa mu bushakashatsi bw'imyigire. Nta makuru ajyanye n'umwirondoro bizakusanywa.

Niba ufite ibibazo ku bijyanye n'ubu bushakashatsi, nyamuneka ntutindiganye kumenyesha kuri [email protected].

 

 

Uburyo bwo Kwitabira: Iki kibazo kigenewe abantu bamaze gukorana n'ikigo gishinzwe guhindura amakuru (bifashishije terefone, ubutumwa bwo kuri interineti, email, cyangwa imbuga nkoranyambaga) nibura rimwe mu mezi 24 ashize.

 

Murakaza neza,

Anota Adeshola

Kaminuza ya Kazimieras Simonavicius.

 

Itangazo ry'Ubushobozi

Uko ugena, ugahita udakurikiranwa n'ibikorwa, ubwiyunge muri iki kiganiro (niba ugomba guha ibitekerezo):

Wumvise kandi wumvise amakuru atanzwe hejuru.

Uhitamo kwitabira ubu bushakashatsi mu buryo bw'ubwiyunge.

Wumva ko ibitekerezo byawe bizaguma mu ibanga kandi bitazwi.

Wumva ko kwitabira ari ubuhitamo, kandi ushobora kugaruka igihe icyo ari cyo cyose mbere yo gutanga ibisubizo byawe nta nkomyi.

 
UBWIZA BW'IGIHEMBO CY'ABAKILIYA MU KUREMERA NO KUGENZURA IGIPIMO CYO GUKURIKIZA IKIGERO
Ibisubizo biraboneka gusa ku mwanditsi

Uhereye ku bushakashatsi?

IGICE A: Imiterere y'Ubwiza bw'Ikigo gishinzwe Kuremera Abakiliya

Ibivugwa bikurikira bijyanye n'uburambe bwawe mu kigo cy'ubwiza bw'ibigo gishinzwe guha abakiliya inama. Nyamuneka shyira mu mutwe ukurikizwa hamwe n'ibyo wiyumvamo. Icyiciro: 1 = Ntabwo Nceri | 2 = Ntabwo Nishimiye | 3 = Nta Kagira | 4 = Nishimiye | 5 = Nbitakaza

A1–A5: KUBONERA - Ibipimo n'ibikoresho by'ikigo gishinzwe Kuremera Abakiliya

1. Urubuga rwa interineti rw’iki kigo cyangwa porogaramu ya telefoni yakoreshejwe kugera ku kigo cy'ubwiza byari byoroshye kuyoboka.

2. Sisitemu ya telefone (ubwiza bwa telefone, umuziki wo gutega, menu ya IVR) yagaragaye neza kandi ikora.

3. Ubutumwa bwanditse bwavuyemo ikigo cy'ubwiza (email, inyandiko z'ibiganiro) byari bigaragara mu buryo bwiza kandi byari byoroshye kumva.

4. Imiyoboro ya interineti (ibiganiro by'imashini, ubutumwa mu mbuga nkoranyambaga) byari byoroheje kandi byoroshye gukoresha.

5. Ibisobanuro byose bishingiye ku ikoranabuhanga ry'ikigo cy'abakiliya byafashaga mu kugabanya ibibazo by'ubwiza.

A6–A10: KUREMERERA - Imiterere n'ukuri mu gutanga serivisi

6. Umukozi w’ikigo cy'abakiliya yatanze amakuru y’ukuri mu gusubiza ikibazo cyanjye.

7. Ikigo cy'indege cyakemuye ibyo twasezeranye mu kiganiro cy'ikigo cy'abakiliya (nko ku garura amafaranga, gukurikirana).

8. Amakuru nahuye nayo yari ahamye igihe cyose nakoresheje umukozi cyangwa ikindi gikorwa cyose.

9. Ikigo cy'abakiliya cyakemuye ikibazo cyanjye neza ku nshuro ya mbere.

10. Nabashije kuruhuka ku kigo cy'indege mu guhangana n'ikibazo cyanjye nta mpinduka.

A11–A15: KWIHANGANA - Igihe cy'uburyo mu kuganira, ubuyobozi, n'ubushake bwo gufasha.

11. Umukozi w'ikigo cy'abakiliya yatanze igisubizo ku kibazo cyanjye mu gihe gito.

12. Ntabwo nagiye mu gihe kirekire gushaka umukozi.

13. Umukozi yagaragaje ubushake bwajyanye no gufasha gukemura ikibazo cyanjye.

14. Igihe nabonaga ikigo cy'indege mu gihe cy'ihungabana (kuvahuka/kubura), igisubizo cyari mu gihe.

15. Ikigo cy'ubwiza cyatanze igisubizo cyihuse ku kibazo cyanjye cyangwa ikibazo nta karengane.

A16–A20: KUBUNGABUNGA - Ubumenyi bw'umukozi, ubushobozi, ubwiza bw'itumanaho, n'ubunyangamugayo

16. Umukozi w'ikigo cy'abakiliya yagaragaje ubumenyi buhagije bwo gukemura ikibazo cyanjye neza.

17. Nagize icyizere mu makuru n'inama zatanzwe n'umukozi.

18. Umukozi yatanze itumanaho ryumvikana kandi ryiza mu gihe cyacu.

19. Ikigo cy'abakiliya cyakiriye amakuru yanjye yo bwite n'ay'amafaranga mu buryo bwizewe kandi butaziguye.

20. Ubumenyi bw'umukozi bwampaye icyizere ko ikibazo cyanjye kizakemurwa neza.

A21–A25: KUBAHO - Kwita ku gikorwa cyihariye, serivisi ikunda, n'ubuhanga bwo kumvikana mu buryo bw'amarangamutima

21. Umukozi w'ikigo cy'abakiliya yagaragaje impuhwe z'ukuri ku kibazo cyanjye.

22. Numvise ko umukozi yambaye nk'ikintu cyihariye, atari umuntu wicaye gusa cyangwa umukiliya.

23. Umukozi yanteze amatwi ku bibazo byanjye mbere yo kubikemura.

24. Umukozi yagaragaje kumenya no kwitaho igihe ikibazo cyanjye cyari kibi cyangwa cyateye agahinda.

25. Muri rusange, ikigo cy'ubwiza cyatanze agaciro ku bana b'indege.

IGICE B: Imikorere mu Kigo Cy'abakiliya

Ibivugwa bikurikira bijyanye n'uburyo bwikora bw'ikigo gishinzwe guha abakiliya inama muri interakiyoni yawe. Nyamuneka ukoresha ikigereranyo cy'ibipimo kimwe. Ikigereranyo: 1 = Ntabwo Nceri | 2 = Ntabwo Nishimiye | 3 = Nta Kagira | 4 = Nishimiye | 5 = Nbitakaza

B1–B5: GUKEMURA IBIBAZO BY'ISHYAKA (FCR) — ikibazo gikemuwe nta kwiyongeraho umusubirizo

1. Ikibazo cyanjye cyangwa ikirego cyakemuwe mu buryo bwuzuye mu ikiganiro cyanjye cya mbere n'ikigo cy'abakiliya.

2. Ntabwo nagiye mu kigo cy'indege kubijyanye n'ikibazo kimwe.

3. Umukozi yari afite uburenganzira n'ibikoresho bikenewe kugirango akemure ikibazo cyanjye ako kanya, nta kumanuka.

4. Ntabwo nakoreshejwe imiyoboro myinshi cyangwa abakozi benshi mbere y'uko ikibazo cyanjye gikemuka.

5. Ibisubizo byatanzwe ku mwanya wa mbere byari byiza kandi ntibikenewe gukurikirana ku mpamvu yananjye.

B6–B10: IGIHE CY'UBUZIMA (AHT) — Uburiri n'ubushobozi bw'ikiganiro

6. Igihe cyose mu kiganiro cyanjye cy'ikigo cy'abakiliya cyari gihamye bitewe n'uburemere bwa ikibazo cyanjye.

7. Ntabwo narenze igihe kinini ku mutima mu kiganiro cyanjye.

8. Umukozi yahagarariye ikiganiro cyanjye mugihe cyose kuburyo butari bushya kubice bitari ngombwa.

9. Igihe cyose kugirango n'akemure ikibazo cyanjye cyari gihuye n'uburemere bwayo.

10. Numvaga ko umukozi yarekeye igikorwa cyanjye mu buryo bwiza bukangaronko hatitawe ku bwiza.

B11–B15: URUGERO RW'IKIMENYETSO N'UBURUSHA - Uburiri bwo gukomeza kujya mu kigo n'uburambe bw'ihungabana

11. Nabashije kugera ku kigo cy'ubwiza nta bwoba bukomeye.

12. Ikigo cy'ubwiza cyari gishobora kubona icyo nkeneye mu bihe byari bike.

13. Ntabwo nagize cyane uburyo bwo kubasha kugera ku kigo cy'ubwiza bitewe n'igihe kinini.

14. Ikigo cy'ubwiza cyakoze mu gihe cy'ibikenewe byinshi (nko mu gihe cy'imihindagurikire) cyakoresheje uburyo butarimo icrombwa.

15. Niba nabashije kugera ku kigo cy'ubwiza mu bihe byashize, ibi byangije ubwiza bwanjye muri rusange.

IGICE C: Ubugira bwa Nyuma y'Abakiliya

Nyamuneka gusa ahanini ukoresha ikigereranyo cy'ibipimo.

1. Muri rusange, nishimiye ubuziranenge bwa serivisi nabonye ku kigo cy'ubwiza.

2. Ubuhamya bwanjye ku ikigo cy'ubwiza buhuye n'ibyo nari ntegereje mugihe cyanjye.

3. Ubuziranenge bw'ikiganiro cy'ubwiza bwanze guhindura ibitekerezo byanjye ku kigo cy'indege.

4. Nzakomeza kubasaba kwitabira ikigo cy'ubwiza iyo nandikiye urifashisha.

5. Nzakomeza inama n'ikigo cy'indege ku bw'ubwiza bw'ikiganiro cy'ubwiza.

6. Ugereranyije n'andi makampani nigeze kuganira nawe, ikigo cy'indege cyatanze uburambe bwiza.

7. Ikiganiro cyanjye cy'ubwiza cyagize ingaruka nziza ku bwizirane bwanjye ku kigo cy'indege.

IGICE D: Ibyifuzo n'ibitekerezo (Byihariye)

Ibitekerezo byawe bigira uruhare rukomeye mu isesengura ry'ibikorwa.

D1. Ni iyihe ngingo y'ubwiza bw'ikigo cy'ubwiza washimishijweho cyane mu kiganiro cya vuba?

D2. Ni iyihe ngingo y'ubwiza bw'ikigo cy'ubwiza ikeneye kwitabwaho cyane?

D3. Niba warakoze ku bigo byombi (nko ku birebana n'ikigo cy'ingendo kugira nk'ibyangombwa), ubona akamaro k'ibyo byombi!

D4. Nyamuneka sobanura uko ikiganiro cy'ikigo cy'abakiliya cyagize ingaruka nziza cyangwa mbi ku bushake bwawe ku kigo cy'indege.

IGICE E: Imiterere y'ubwiza n'Ubukozi

Nyamuneka shyira (✓) ku gice kiza ndetse cyiza ugakora.

E1. Igitsina:

E2. Ikigero cy'imihe:

E3. Igihugu utuyemo:

E4. Ni gute uhora ubyina mu kirere?

E5. Ni iyihe ngomero ikiri iyawe?

E6. Ni kangari iki umubare wakoresheje uhamagaye ikigo cy'ubwiza mu mezi 24 ashize?

E7. Ni iyihe mpamvu nyamukuru yatumye uhura?

E8. Ni iyihe muri izi?

Urakoze ku bw'isiporo yawe.

<p class="ql-align-center"><strong>Urakoze ku bw'isiporo yawe.</strong></p><p></p>

Ibitekerezo byawe birakenewe kandi bizafasha kuene keza mu ikigo cy'indege.