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Growth is our biggest challenge - Dialog
By Akhry Ameer
* Dialog through the years has grown to become the leading mobile cellular operator and has advanced on many fronts. How is the company handling this growth?
Broadly speaking growth is our biggest challenge. We've been seeing double figure growth month on month, which is exceptional. And it stretches all aspects of the operation. To a reasonable extent we've been able to stick to our brand promise and product promise, of course there is room for improvement.

This has been possible due to the quality systems and the business processes that we have put in place in preparing for them. These processes and procedures allow us to adapt to growing volume. The other aspect is that our growth is not one dimensional, is not in terms of just numbers, but we are also growing in breadth, the services we support, coverage, etc. and this is a self-inflicted challenge. We have opted for this. Overall the measures are well in place.

If you look at investment our parent company has been very aggressive. As for internal processes we are fighting to meet demand, but ideally we would like to step well ahead of demand.

* Last August, Dialog stopped providing new connections for some time. What was the reason for this?
It was a tough decision, although ideally we should not have stopped new connections. As an operator with the widest range of services customers have a right to make demands. On the other hand we needed a breather to put the network in place and to guarantee service levels to our existing customers. There is no problem now and the network is growing rapidly. Since August we have put up 30 new base stations and several new coverage areas which was also quite taxing on our human resources.

* Dialog recently launched its services in Jaffna. Do you think it was a bad investment decision considering the slightly unsettled political atmosphere?
The decision to go into Jaffna was taken very soon after the MoU was signed. It was a tough decision, as it would have been in many other boardrooms whether we believe in peace or not. But we were aware that the journey to peace is not a smooth ride.

It was a long-term decision and we put our full effort behind it. As a private organisation this is the only way we can help the peace process; by putting investment, bringing normalcy, providing the same benefits and linking the people with the rest of the country. So we have no regrets.

* It is being said that your investment in Jaffna is one that can be recovered in the short-term. Is this true?
That's not true. We have installed the latest generation equipment in the North and East, so much so that when people travel to Batticaloa and Trincomalee, they can still use value added services like GPRS and MMS. Our service in Jaffna comes at a very high cost as we have to connect through satellite as there is no infrastructure there. Nevertheless the rates are the same in keeping with our policy of providing one tariff across the entire country.

* Mobitel was recently bought over by Sri Lanka Telecom. What are the implications for the mobile cellular industry?
There are two angles to consider, the consumer and the competitive environment. In principle there is no problem about a fixed operator owning a cellular service; in the world over market consolidation is taking place in a similar manner. The only problem is anti-competitive practices which can lead to an entire industry buckling down.

You can draw your own conclusions; the fixed line industry was liberalised early in 1997 but has the consumer really benefited? In the mobile industry there has been free and fair competition and the consumers have really benefited and we have one of the lowest tariffs in the world.

As long as this environment can be perpetuated it does not matter who owns what.
Because SLT as the incumbent operator has certain bottleneck resources in terms of interconnects and so on and it should be distributed fairly; the regulator would also have to play a strong role in this regard.

* There are various concerns among the public and the other related industries like the IT industry about the role being played by the Telecom Regulatory Commission; whether they are really looking after the interests of the consumer and playing the role of the regulator. What are your views?
The mobile industry is fairly were self-regulated industry because of the market forces, and so it has not really disturbed us. But there are some common industry problems like interconnects and so on. Overall to sum up the concerns, there is a need for clarity and clear vision as telecommunications is a long-term investment. If this happens then a lot of concerns will be eased.

* Dialog recently went through a "numbering" change, what was the reason behind it?
The country's numbering plan was changing to a universally accepted 10-digit numbering plan. This was one of the recommendations of a TRC task force study. The target for all operators originally set for August has been shifting. We had already made preparations for this and as it would be a difficult exercise to undertake in December-January, we went ahead with it.

* What is the progress of the Calling Party Pays (CPP) plans?
I understand that it is being included in the wider subject of interconnect. The deliberations have been completed. It is at the determination stage right now.

* SLT's monopoly on international calls ended recently. What are the implications of this move in the telecom industry? Would Dialog be interested in this market?
Although the monopoly has ended no new licences have been issued. As far as we are concerned SLT is still the international operator. This is one such aspect where there is no clarity from the TRC. As for us, we have an obligation to our subscribers to guarantee service levels on international calls. At present, the incoming international call quality is terrible. Ideally we would like to control the international calls of our subscribers.

* What are the reasons for the poor quality in our international calls?
Well, not all calls come through the legal route. There are third parties who are receiving calls via the Internet or other means and re-routing them through local phone lines. We have to provide our customers a legitimate operator for their international calls. This is why we'd like to do it ourselves.

* Dialog Internet is a subsidiary company of MTN Networks. What is the progress of this company and what is the development plan?
Dialog Internet started as a capability building exercise, because we had to provide these services and lead in the mobile industry. However, through the years it has grown to become a retail ISP. Now it offers next generation value added ISP services. Some of these are hosting data centres and the recent launch of the ASP model. In the future, we intend to move into a lot of back-end services.

* Dialog Internet is also responsible for making the World Trade Centre an 'intelligent building'. What does this mean?
Basically we have networked the WTC with fibre and Dialog Internet manages the network. In layman terms, an "intelligent building" is where IT infrastructure is given the highest priority. This means that offices can connect their networks within hours of moving in. It would be a Virtual Private Network (VPN). We have also installed a separate base station for WTC, so it has its own indoor GSM and GPRS network.

* Dialog has introduced a comprehensive range of services, but not all customers use them. So how do you offset your costs in a situation where they are not being used?
We see ourselves as a full mobile service operator. Our customers can count on Dialog not being second to any other network in the world. This is our philosophy.

* Dialog is also expanding its reach setting up base stations at a rapid pace. How do you sell in rural areas?
One of the reasons for expansion is that we have an obligation to our moving customers. In the rural areas, the need for a mobile phone is different and we are offering very viable propositions to them.

* MTN Networks is an international company. How much of the profits are being repatriated overseas?
Dialog is very conservative in its business policy. Our business to shareholders is satisfactory. Also our principals have faith in the country, its people and the market it operates in. Therefore this has never been an issue.

* What are the future plans for Dialog?
Our focus would be on growth, irrespective of market liberalisation. Meeting capacity demand is the challenge for us. Dialog in Sri Lanka has earned the respect of customers, and in principle the main focus is to retain it.

Ergonomics ensures maximum efficiency
By Thushara Matthias
Many people have either not heard of it or those who have heard of it think it's something to do with sitting and standing and working on the computer in the correct way.

Ergonomics is a much deeper subject. The term ergonomics is derived from two words: "Ergon", meaning work, and "nomoi" meaning natural laws. "Ergonomics" is the study of relationships between the workers and their environment or working conditions, especially the design of equipment and furniture, in order to help people work more efficiently.

It connects the work to the worker. It has been getting increasing attention in recent years as companies have the potential to improve their productivity by doing so. Ergonomists try to recommend postures that reduce unnecessary stress on the human body and in turn reduce the risk of illness.

According to the basic ergonomics principles, all work activities should permit the worker to adopt several different, but equally healthy and safe, postures. Secondly, when muscular force has to be exerted, it should be done by the largest appropriate muscle groups available, and work activities should be performed with the joints at about mid-point of their range of movement. This applies particularly to the head, trunk and upper limbs.

What is CVS?
According to the American Optometric Association (AOA), computer vision syndrome (CVS) is described as complex eye and vision problems related to working at a computer and which are experienced during computer use.

A study by the AOA and the Cornell University has found that it is mainly computer users in an ergonomically incorrect environment that experience CVS. Eyestrain, blurred near or distance vision, headaches, dry or irritated eyes, neck or backaches, light sensitivity, double vision and tired eyes are some of the symptoms of CVS.

If you are using a computer for more than one hour a day and you spend all your working days on the computer, you are more likely to get CVS. Many people who work with computers get used to leaning forward in order to see clearly and they try to adjust their postures to fit the work environment.

What really should happen is the opposite. The work environment should comply with principles of ergonomics and should fit the worker to the environment. Adding anti-glare computer filters, relocating the computer monitor and installing lower watt overhead polarizing light filters should decrease the monitor glare.

Ergonomics recommendations
Today, more than half the workforce of a company is on computers throughout the day. The eyes, neck, shoulders, arms, wrists, legs, feet and back are the areas of the human body which are affected by over loading of work. Eye strain, blurred vision, headaches, dry or irritated eyes and tired eyes are some of the problems associated with working with computers.

Ergonomists recommend that the top line of the screen should be at or below eye level so the employee is able to read it without bending his head or neck. Eye problems can be avoided in this way.

The monitor should be right in front and no glare should be present on the screen, which might cause the employee to assume an awkward posture to read the screen.
The stiffness and soreness of the neck and shoulders are very common illnesses. Instead of having documents lying on the table while typing, the contents of it should be held by a document holder.

This should be large enough to hold the documents being used. Keeping the document holder between the monitor and the keyboard also helps. This reduces head, neck and eye movement.

Wrist pain and soreness is another common problem associated with improper postures. Ergonomists recommend that the keyboard platform should be stable and large enough to hold it and that the mouse or trackball should be within the reach of the employee and, if possible the wrist rest should be padded or comfortable. The stress created by improper postures is not limited to the upper part of the body.

The feet, legs and back are also affected giving rise to muscle pain, cramps, and soreness. According to the principles of ergonomics the feet should rest flat on the floor or be supported on a footrest. Where seating is concerned, the person should be able to sit with his backbone straight and the seat has to be cushioned. This would in turn align the entire body. It is always more appropriate to get a chair with arm rests or forearm rests. Likewise, if we talk for more than one hour a day on the phone, a head set should be used, according to ergonomic principles.

Office lighting is another issue. Glare from poor lighting causes discomfort to employees. Eyestrain is caused by glare. Ergonomists say that to avoid glare the worker tends to bend and that creates a lot of stress. The room temperature, lighting, air quality and the noise levels in the office environment also need more attention to reduce stress among workers. If the workmen are right handed the objects that are always needed should be placed at the right side of the table. Finally, what the individual can do to minimise stress is to take breaks at work, change work positions and stretch the arms and hands at intervals.

Business and ergonomics
In a business establishment when the worker and work do not maintain a healthy relationship the workers' bodies are under a lot of stress. They are at risk of having physical and visual problems. Poor office ergonomics practices lower the effectiveness of an individual. The end result is lower company productivity.

urthermore, unnecessary glare from the computer monitor can affect the ability of users to read and comprehend information. Good ergonomics practices in offices can enhance productivity, reduce costs and reduce the occurrence of injuries.
If ergonomics is to really have its impact on workstations, the worker should be able to monitor his movements, his work and his response to work and be able to change them to healthier ways.

New methods to prevent wastage in vegetable, fruit transport
By Hiran Senewiratne
New packaging material for vegetables and fruits is to be introduced by the government next year in an effort to reduce the 50 percent wastage which occurs during transportation to city markets from producing areas.

"This new packaging concept would minimise the waste of perishables to a great extent," said Minister of Agriculture and Livestock S.B. Dissanayake. At present at least 40 to 50 percent of fruits and vegetables go waste before reaching the market.
The minister said the use of polyethylene or gunny bags in packing and transporting vegetables and fruits would be discouraged. Other officials said the ministry was now discussing whether this should be made mandatory for all traders and producers.

A lot of vegetables and fruits like tomato, banana, papaw and mango are discarded due to bad packaging and improper storage. The new packaging system, initially to be promoted in economic centres in the country, would hopefully be implemented across the country before the end of next year, Dissanayake added.

The Post Harvest Research Unit (PHRU), which comes under the purview of the ministry has been carrying out a series of seminars, workshops, and training programmes to promote this new concept amongst farmers, middlemen and traders.
Dr. Shanthi Wilson, chairperson of the PHRU, says the biggest loss of agricultural products takes place during transportation. She said they plan to introduce plastic and wooden crates for packaging and transporting such items, which would be first promoted at the Dambulla Economic Centre.

Farmers and transporters would be able to reduce waste to five percent from 50 percent under the new packaging system, she said. The ministry is planning to initially import second hand crates to popularise the concept among farmers and transporters. The ministry is hoping to supply these crates, which could be used many times over, at an introductory price of Rs. 250, she added.

The PHRU is working with the Industrial Technology Institute and the Institute of Post Harvest Technology to find low cost packaging material for farmers, Dr. Wilson said.

Companies should not rely on govt handouts - Bolger
The private sector should see that the government delivers effective service rather than asking for concessions from the government, if a country is to move forward, Jim Bolger, a former New Zealand prime minister said last week.

The government should have a results-driven structure where quarterly, monthly, yearly reports are reviewed, he told a Colombo seminar on 'The need for strong chairmen to drive companies in pursuit of wealth creation'.

"Managers don't manage and auditors don't audit. Therefore it's the chairmen who should drive people to achieve goals," Bolger said. At the discussion it was stressed that a Board of Directors should ensure accountability to shareholders, maintain a relationship with shareholders and communicate with them and do an annual review of future solvency.

Mahendra Amarasuriya, chairman of the Task Force on Corporate Governance-Sri Lanka, said that corporate governance plays a major role given the way some of the world's major companies collapsed in recent times. Corporate governance ensures that a company abides by the rules and is responsible to the stock exchange.

Geoffrey Bowes, chief executive officer of the Commonwealth Association for Corporate Governance (CACG), said that through an independent audit team accurate reports should be given to the shareholders and to other regulatory bodies. Chairmen and CEOs should create a climate of trust and foster a culture of open dissent, he said. Chairmen should have curiosity and should be able to learn from yesterday and think for tomorrow, he added. (Thushara)

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