January 12, 2022
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4min

Colombo, Wednesday 12th January 2022: The largest café chain in Sri Lanka, Barista topped the charts for the second time in the renowned LMD Customer Service Online Survey for 2021. The survey is carried out by the LMD magazine every year and gauges customer service excellence in various sectors via an online survey by its readers. The 2021 edition was carried out during the most challenging time period for Sri Lanka as the country was under a lockdown several times and businesses were forced to operate under stringent COVID-19 regulations.

Speaking of the recent achievements Chief Executive Officer of Barista Dilupa Pathirana said, “In the aftermath of the COVID-19 restrictions, the hospitality and food industry took a huge hit.  We had to redefine our customer service standards and move to serving customers online. Barista decided to change our strategies and take all the risks and chances and came out of our comfort zone to treat customers with love and care during this time. We were able to prove that the brand is not just a cup of coffee but a lifestyle partner who’d face anything with our stakeholders. Throughout the pandemic, Barista increased brand accessibility and affordability despite many challenges. Timely digital transformation of business platforms and redefinition of service standards that are suited for digital operations helped the brand to win the hearts of customers.”

 



 
  

 

 

Barista embeds customer service into the organization’s DNA through initiatives involving change management, open communication, employee empowerment and instilling collective brand responsibility across all departments. Barista’s human resource department plays a vital role in carrying out brand enhancement activities, be it to conduct a complete training and development program for their young brew masters, implement an incentive plan for following customer service guidelines diligently or simply send a letter of appreciation upon receiving customer compliments.

“As the leader in the market we believe that we have a greater responsibility to expand the market and set service standards and we have decided to use innovative and alternative channels to reach out to new customers to increase Barista’s customer base and consumption frequency. Our intention is to grow our business through partnerships with global and local delivery platform providers, and the newly launched Barista E-PSHOP and Barista Mobile App which is also the first ever mobile app launched in Sri Lanka by a café chain. As a company we plan to reach new geographical markets – especially tourist hot spots such as Mirissa, Ella, Sigiriya, Arugam Bay and more suburban areas by franchising with local entrepreneurs who are interested in operating a café with top rated coffee and service experiences’’ added Pathirana.

 



 

 

 

 


January 13, 2021
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6min

 



 

 

Progressing beyond awareness creation around Robotic Process Automation (RPA) to focus on operationalization of organizational structures, to facilitate and reap the benefits of RPA, the Sri Lanka Association for Software Services Companies (SLASSCOM) recently hosted a very successful RPA Conference 2020 virtually , engaging a host of top notch speakers and panelists from both the local and international arena.

The event kicked off with SLASSCOM’s Finance Director and Head of the BPM Forum, Jehan Perinpanayagam addressing the gathering and introducing the Guest of Honour , Head of UI Path – Asia Manish Bharti. “I appreciate the forward looking industry approach of Sri Lanka in the RPA space – the nation’s passionate drive and early adoption of RPA is encouraging,” said Bharti, adding that RPA technology “is a great leveller for the island to minimize the gap with bigger economies.”

The events first speaker Steve Palmino– Managing Member of Palscott Business Consultancy LLC USA, spoke on “How to start your RPA journey” explaining that Covid-19 has pushed organizations to rethink business models.” We’re seeing a generational shift throughout businesses globally, wanting to explore newer work areas. The need to reduce expenses and increase profits is also impactful, as is the role of RPA in organizations’ strategic roadmaps, where the technology looks at process change within weeks , not months or years, and is comparatively inexpensive. The business case for RPA is that is naturally aligns with business requirements and has become a digital resource which acts more efficiently.”

Speaker sessions were hosted simultaneously, enabling attendants to listen in on interested discussions, with topics that ranged from CEO and Founder of Qbotica (USA) Mahesh Vinayagam speaking on “Streamlining Enterprise processes with an Intelligent Automation Ecosystem” to Partner and ASEAN Workforce Advisory Leader at Ernst and Young (UAE) Samir Bedi covering insights on “Revolutionizing Workplace Culture for a successful RPA Journey.”

 



 

 

Innovative disruptor Dhanusha Muthukumarana from Potenza discussed “The Relevance of RPA and Getting it Right” whilst Prasad Godbole from Deloitte (India) touched on “Risk Management for RPA Projects”. A panel discussion followed on “Managing the RPA transformation.”

Several insightful and engaging discussions were witnessed, including “Process Mining – Data science based Digital transformation”by Christiaan Esmeijer (USA), “The decline of RPA and the rise of operations intelligence platforms” by Bavesh Sood (Modular Capital, India) and another panel discussion on the “Latest trends in RPA/ Evolution of RPA.”

Thought provoking industry case studies were showcased on “The RPA Journey in HSBC” by Manu Augustine (HSBC, India), “RPA for Financial Services” by Mahesh Parab (PwC) and “Boosting sales through messaging platform automation” by Parth Choudhury (Route Mobile).

The conference which saw a large participation of attendees, marked a “leaping improvement from the previous year’s event thanks to the virtual platform which enabled a far greater reach. Conference Chair and Alternate Forum Head, Rohith Pradeep noted: “We were delighted by the large number of people that attended who made the conference a success. We noted the enthusiasm of the attendees which is a true reflection of the zeal of Sri Lanka to optimize on RPA. SLASSCOM will continue its mission on educating the public on RPA by holding frequent seminars in the coming months.”

The announcement of the Industry RPA Case Study Competition Results, covering 12 case studies was a just finale, showcasing the potential of RPA towards a greater efficiency for businesses. As such, SLASSCOM once again takes center stage in fostering knowledge of futuristic, trending technologies and acting as the catalyst for encouraging innovation and forward thinking, progressive ideas for local businesses.

SLASSCOM was supported in this initiative by Corporate Sponsor Dialog Enterprise, Platinum Sponsors ,EGuardian and UiPath, Silver Sponsors POTENZA and Millennium IT and Media Partner Capital Maharaja Group.

 



 

 

 


April 14, 2019
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7min

The Central Bank of Sri Lanka, with support from International Finance Corporation (IFC) and the United Nations Development Program (UNDP), has launched the Sustainable Finance Roadmap for the financial sector to increase capital flows to activities with a positive impact on the environment, society, and governance (ESG), and also manage the risks associated with these areas.

By providing policy guidelines and recommendations for responding to ESG risks and opportunities, the Roadmap aims to green the whole financial sector – banking, capital markets, and insurance – and help build a more resilient and sustainable economy. IFC, a member of the World Bank Group, serves as the Secretariat and technical advisor for the Roadmap, while the UNDP provides funding support through the Biodiversity Finance Initiative.

Although Sri Lanka accounts for less than 1 percent of global greenhouse gas emissions, the country is highly vulnerable to climatic fluctuations. Recurrent weather-related disasters, particularly over the past three years, have affected thousands of people and hampered the country’s economic growth. The Government of Sri Lanka has emphasized the need for sustainable development as part of its Sri Lanka 2030 Goal and Nationally-Determined Contribution under the Paris Agreement on Climate Change.

IFC Central Bank Sri Lanka

“Sustainability is one of the key focus areas of Sri Lanka’s economic policy. The government has attached a great deal of priority to sustainability, realizing that we need to secure a green economy for our future generations,” said Dr. Indrajit Coomaraswamy, Governor of CBSL. “As the Central Bank, we have also placed a greater emphasis on sustainability especially considering it as a principle for the financial sector. Being the apex financial institution, we have taken this momentous step to introduce a roadmap for the financial sector to ensure that sustainability is considered in financial decisions. While this provides broad guidance to all key stakeholders of the financial system, we hope that all key players would adjust their plans and policies to accommodate the need for sustainable finance practices. I thank all stakeholders who partnered in this nationally important task.

Speaking at the first Sri Lanka Sustainable Finance Workshop, hosted by CBSL and IFC in 2017, the President of Sri Lanka, Maithripala Sirisena, emphasized the significant role the financial system could play in achieving the United Nations’ sustainable development goals. He highlighted that the banking sector was an important partner for tackling crucial development challenges, including climate change, poverty, and equity.

Building on that consensus, IFC worked with CBSL in convening a dialogue with financial institutions and providing strategic and technical guidance to the sector on sustainable finance, including action plans. The roadmap referenced international best practice and leveraged collective experiences from 36 SBN member-countries from emerging markets.

“National roadmaps for the financial sector can help unlock financing for sustainable development. This roadmap will help Sri Lanka shift towards an inclusive, resilient, and low-carbon growth path,” said Amena Arif, IFC Country Manager for Sri Lanka and Maldives. “We congratulate CBSL on its leadership and look forward to launching the National Financial Inclusion Strategy.”

Whether managing risk, creating business value by incorporating sustainable solutions, or identifying innovative ways to finance sustainability, the private sector is playing an indispensable role. IFC, as an investor and advisor in the private sector, works with financial institutions to introduce ESG standards and risk management in their lending practices to promote stability of financial systems in emerging markets.

About IFC
IFC—a sister organization of the World Bank and member of the World Bank Group—is the largest global development institution focused on the private sector in emerging markets. We work with more than 2,000 businesses worldwide, using our capital, expertise, and influence to create markets and opportunities in the toughest areas of the world. In fiscal year 2018, we delivered more than $23 billion in long-term financing for developing countries, leveraging the power of the private sector to end extreme poverty and boost shared prosperity. For more information, visit www.ifc.org

About Central Bank of Sri Lanka

Central Bank of Sri Lanka (CBSL), is the apex financial institution in Sri Lanka. CBSL was established in 1950 under the Monetary Law Act No.58 of 1949 (MLA) and following the amendments to the MLA in December 2002, is responsible for securing its core objectives of economic and price stability and financial system stability. In addition, the CBSL is the advisor on economic affairs as well as the banker to the Government of Sri Lanka (GOSL). On behalf of GOSL, the CBSL, as its agent, is responsible for four agency functions of: management of the Employees Provident Fund; management of the public debt of Sri Lanka; administration of the provisions of the Exchange Control Act; and administration of foreign and government funded credit schemes for regional development. For more information, visit www.cbsl.gov.lk.

About IFC-supported Sustainable Banking Network (SBN)

The Sustainable Banking Network (SBN) is a knowledge and capacity-building platform of financial regulators, banking associations, and environmental regulators from emerging markets interested in developing sustainable finance frameworks based on national context and priorities, as well as international good practices. IFC acts as the Secretariat of the Network, playing the role of facilitator and Technical Adviser to SBN. SBN membership now consists of 31-member countries, which represent over 85 percent of the banking assets across emerging markets. CBSL joined SBN in 2016. For more information on the Sustainable Banking Network, visit www.ifc.org/sbn.



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Lanka Business News is amongst the leading online Business News portals in Sri Lanka, unique for its focus on contemporary business news relevant across multiple industries operating in the country. We present not only the news, but a perspective based on observations and possible implications of a prevailing news item. LBN also provides an insight to the impact of a global economic or industrial development, thus helping stakeholders make informed and calculated decisions.




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