Features
Effective monitoring of mining
The environment constitutes an essential part of the earth requiring every person to pay serious attention to its protection, so as to be able to keep to what is known as sustainable development for mankind.
In fact, without an effective environmental protection, the earth on which we live will not be able to sustain itself for the existence and growth of mankind, as well as other things that depend on the environment. It is for this reason that all stakeholders need to come together and ensure effective strategies that would make it possible for all inhabitants on the earth to have their interest protected as far as guarding the environment is concerned.
This means that we need to devise strategies that are workable and are result oriented, so that the ultimate results will be beneficial to mankind and all other inhabitants on the earth. In this regard, all species ought to be protected in line with the desire of everyone to have the environment adequately and effectively protected. The various strategies needed here must be seen to be protecting the interest of all stakeholders.
STAKEHOLDERS
The stakeholders in this matter include miners, mining authorities and organisations, regulatory bodies like Environmental Protection Agency, Local Assemblies, Ministry of Environment, the Government, as well as individuals in organisations that make use of the enviroment through the various activities they undertake.
In connection with this, some high level seriousness is needed. Lack of seriousness will mean that the desire to address the issue of environmental protection will just serve as a talk shop but not serve as any practical way of addressing the matter, which is so essential for the survival of mankind and all other entities that dwell on the earth.
Government as a stakeholder must come out with policies on the environment, so that everyone in the country will share in its implementation. In the same way, the Ministries of Lands and Mineral Resources, and the Environment will all have to play a critical role in ensuring that policies are made workable and implemented well to the benefit of all stakeholders.
MINISTRIES CONCERNED
The Ministries concerned must, therefore, concern themselves with rigid coordination and implementation of policies and practices that will help preserve the environment.
Similarly, miners in all parts of the country must be closely monitored, so that no irresponsible behaviour in mining will be experienced anywhere in this country. Each stakeholder and implementing agency ought to show seriousness towards protection of the environment.
This means that the stakeholders will have to be groomed in crucial capacity building to make them more effective than ever before.
In all this, monitoring by the Environmental Protection Agency (EPA) becomes essential since, as far as the environment is concerned, the EPA is an important implementing agency.
EPA AS ESSENTIAL BODY
The EPA is an essential body in Ghana that ought to be given the support needed, so it can effectively monitor all activities that have an impact on the environment.
It is in light of all these, that, we are happy to hear about efforts being made by the EPA to work towards environmental protection. The Environmental Protection Agency (EPA) is in the process of procuring more drones to boost its operations in mining communities.
It is important to note that the Agency is currently training its staff in the use of drones to monitor mining in their operational areas. The monitoring cannot be carried out with mere observation of people around but ought to be done through devices that can provide general overview within a short time, regarding the nature of mining that is taking place.
RE-TOOLING
Mr Adarkwa Yiadom, Obuasi Area Manager of the EPA, who made this known said the Agency was currently on re-tooling to empower the staff to effectively undertake their mandate. Re-tooling is important because without it, new devices and tools cannot be obtained to replace old or worn out gagdets that are needed for effective monitoring.
Mr Adarkwa Yiadom was speaking at a day’s workshop to sensitise stakeholders in mining communities to the new approaches to address their grievances and strengthen their relationships with mining companies operating in their communities.
WORKSHOP
The workshop was organised by the Centre for Social Impact Studies (CESIS), a Research and Advocacy NGO, to sensitise members in mining communities to the Mine Site Assessment Tool, which had been developed by the Centre.
Even though re-tooling for EPA is important, the training should not end up just like that. A training workshop is important but at the same time evaluation is equally essential to ensure that the purpose and aims of training are achieved.
CONTINUOUS EVALUATION
Similarly, when the monitoring takes actual implementation, there must be continuous evaluation to let all stakeholders know that monitoring of the implementation plan is made effective for the purpose of Ghanaians in the country.
In conclusion, the need to protect the environment cannot be taken for granted but should be made workable for the country. The use of drones by the EPA to monitor activities affecting the environment is important that is why every individual ought to be actively concerned about the issue, so as to bring about effective sanitisation of the environment for the good of the country.
Contact email/whatsApp address of author:
Pradmat2013@gmail.com (0553318911)
By Kofi Amponsah-Bediako
Features
Fix It Fast or Lose Them Forever: The Ever-Rising Importance of Service Recovery in Competitive Industries
Yes, in literature and in practice, differences exist regarding customer service, service failures, and service recovery.
But have you ever considered the latter (service recovery) and its potential impact on service experience, brand building, and sustainable growth?
Well, in today’s fiercely competitive service economy, customer experience has become one of the most powerful determinants of business survival and long-term success.
Across industries, from aviation and banking to telecommunications, hospitality, healthcare, retail, and digital platforms, customers now expect fast, seamless, and reliable service delivery at every touchpoint.
Yet despite technological advancements and operational improvements, service failures remain inevitable.
Systems experience downtime, deliveries are delayed, reservations are misplaced, payments fail, customer inquiries go unanswered, employees mishandle interactions, and digital platforms experience disruptions.
In the midst of these, what increasingly separates successful organisations from struggling ones is not whether failures occur, but how quickly and effectively they recover when they do.
Service Recovery
Simply put, it is the process of fixing a service problem and restoring customer confidence after a failure has occurred.
Examples of service recoveries are; an airline offering compensation after a flight delay, a telecom company restoring interrupted service and providing bonus data, a restaurant replacing a wrongly prepared meal at no extra cost, a hotel upgrading a guest’s room after a booking problem, and finally a bank reversing an erroneous transaction and apologising promptly.
As competition intensifies and customer expectations continue to rise, service recovery is rapidly evolving from a routine customer service function into a critical strategic capability.
Businesses are discovering a hard truth of the modern marketplace: fix customer problems quickly, or risk losing them permanently.
Customers are More Powerful Now Than Ever
Customers now possess more power than at any other time in business history. Digital technology, social media, online reviews, and mobile connectivity have fundamentally changed customer behaviour.
Consumers now easily compare competitors instantly, publicly share negative experiences, switch providers with ease, and influence the purchasing decisions of thousands of others online.
This evolution has made customer loyalty increasingly fragile. A single poor experience can quickly damage years of brand-building effort.
In highly competitive sectors where products and pricing are often similar, customer experience has emerged as one of the few sustainable competitive advantages.
Modern customers no longer evaluate organisations solely by product quality or pricing. Increasingly, they judge businesses by their responsiveness, reliability, transparency, empathy, and effectiveness in resolving problems.
Why Service Recovery Matters More Than Ever
Failures are no longer viewed as isolated operational incidents, especially in competitive service sectors. They are moments that directly influence customer trust, brand perception, and future purchasing behaviour.
Research across service industries consistently demonstrates that customers are often willing to forgive mistakes when organisations respond quickly, communicate honestly, show empathy, and resolve issues effectively.
Conversely, poor recovery experiences frequently create stronger dissatisfaction than the original service failure itself.
For many businesses, the greatest reputational damage does not arise from operational errors, but from delayed responses, poor communication, lack of accountability, and unresolved customer frustrations.
This has elevated service recovery into a central component of customer relationship management and competitive strategy.
Speed, a Competitive Weapon
In the modern service economy, speed is no longer merely operational efficiency; it is a basic customer expectation.
Consumers increasingly expect: immediate responses, real-time updates, fast complaint resolution, and proactive communication. Delays are often interpreted as incompetence, indifference, or organisational inefficiency.
Consequently, organisations are redesigning their service recovery frameworks to prioritize rapid intervention and customer reassurance.
A cursory assessment revealed that some businesses now operate dedicated customer experience teams, 24/7 support systems, AI-powered service platforms, automated escalation systems, and real-time issue monitoring dashboards.
The ability to resolve customer problems quickly is now a major source of competitive differentiation.
Technology Is Transforming Recovery Strategies
Technology is fundamentally reshaping how organisations manage service recovery. Across industries, companies are leveraging artificial intelligence, customer analytics, chatbots, predictive monitoring systems, and integrated digital support platforms.
These tools allow organisations to identify service failures earlier, monitor customer dissatisfaction, automate responses, personalize engagement, and accelerate resolution timelines.
Some organisations now proactively contact customers before complaints are formally lodged, using analytics to identify service disruptions in real time.
This means that the future of service recovery is increasingly preventive rather than purely reactive.
Service Recovery as a Brand Strategy
Forward-looking organisations are now treating service recovery as part of brand management strategy rather than operational damage control.
The logic is straightforward because, acquiring new customers is expensive, dissatisfied customers influence others, and loyalty is increasingly experience-driven.
Businesses are therefore measuring customer satisfaction, response times, complaint resolution rates, customer retention, and net promoter scores more aggressively than before.
In many industries, service recovery performance is now discussed at executive and board levels because of its direct relationship with profitability, reputation, and long-term growth.
A call to action
As industries become more digital, interconnected and customer-driven, service recovery will likely become even more important.
Therefore, organisations that succeed in the future will likely be those that respond rapidly, communicate transparently, empower employees, leverage technology intelligently, treat customers fairly, and place their (customers’) trust at the centre of recovery strategies.
Remember, customers now have more choices, less patience, and greater influence than ever before, a clear message to forward-looking organisations that when service breaks down, recovery is everything. Fix it fast or risk losing customers forever.
Writer: Mohammed Ali
Conflict at work is more common than you might think. According to 2022 research by The Myers-Briggs Company, more than a third of the workforce reports dealing with conflict often, very often, or all the time in the workplace.
Addressing a dispute might feel tense or awkward, but resolving the conflict is typically well worth it in the long run. Whether you are trying to mediate conflict between colleagues or are directly involved. Last week we looked at three and this week is the remaining four steps you can take to manage workplace conflict.
4. Find common ground
The best way to handle workplace conflict is to start with what you can agree on. Find common ground between the people engaging in conflict. If you are directly involved in the conflict, slow down and focus on results instead of who’s right.
If you are the mediator for conflict resolution between coworkers, observe the discussion and help point out the common ground others may not see.
5. Collectively brainstorm solutions
When deciding how to handle workplace conflict, it can be tempting to problem-solve on your own. Sometimes, it feels easier to work independently rather than collaboratively. However, if you want to achieve a lasting resolution, you will need to motivate your team to get involved.
Brainstorm possible solutions together, and solicit input from everyone involved on the pros and cons of each option until you settle on a solution that feels comfortable to everyone. This will help all team members feel a sense of ownership that can help prevent future conflicts.
6. Create an action plan
Once you have created an open dialogue around workplace conflicts, it is time to resolve them. Just like any other work goal, this requires creating a concrete plan and following through.
Create an action plan and then act on it. It does not matter what the plan is, as long as you commit to it and resolve the conflict as a result.
7. Reflect on what you learned
All conflicts offer an opportunity to grow and become a better communicator. Identify what went well and what did not.
Work with your whole team to gather learnings from the conflict so you can avoid similar situations in the future.
