Lafarge focuses on Enhancing Customer Satisfaction


Lafarge Zambia has launched its Shared Service Centre (SSC) Offices and Training Centre (TC) which will deliver services to Chilanga, Ndola and Mapepe Aggregate plants.

The Share Service Centre is a customer oriented business model driven by continued process improvement through the delivery of best services at least cost.

The launch was held on Friday 8th May 2015 at Lafarge head office, Chilanga and was officiated by Deputy Minister of Justice and Chilanga Area Member of Parliament Hon Keith Mukata, Lafarge Zambia Chief Executive Officer Mr. Emmanuel Rigaux, and Lafarge Zambia Chief Financial Officer, Mrs Chrissie Moloseni.

Speaking at the event Lafarge Zambia CEO said the launch of the Shared Service Centre and the Training Centre would create a new working environment for support functions and would improve internal and external customer experience through the adoption of best practices. He called on the employees to show an improved level of performance for satisfaction of customers, suppliers and other stakeholders.

Meanwhile, the Lafarge Zambia CFO said there were currently 14 Shared Service Centres in the Lafarge group And Lafarge Zambia Shared Service Centre was the first Shared Service Centre in sub Saharan Africa. She said that the new Shared Service Centre offices will house Procurement and Accounts under one roof.

“The new building will accommodate a talented workforce under one roof in a beautiful, compact and modern set up in order to promote efficiency, improve service delivery and transparency” said Mrs. Moloseni. She further said that the shared service model of operations would help promote end to end process flows with no bottlenecks and would also promote a service culture that enhances customer satisfaction for both internal and external customers.

On the other hand, the Deputy Minister of Justice and Chilanga Member of Parliament Hon Keith Mukata who was represented by the Chilanga District Administration Officer Mr Freza Musonda, commended Lafarge Zambia for launching the Shared Service Centre, which was focused onpromoting customer satisfaction and business growth.

The MP said employment creation and CSR initiatives would be sustained only if the company continued to grow its business. Therefore, the SSC was a good initiative that was welcome because it was designed to promote customer satisfaction which ensures continued business growth.

Hon. Mukata further urged Lafarge Zambia employees to apply themselves fully in the work of the SSC to stimulate confidence incustomers and other members of the community.

Notes to the Editor:

About Lafarge

A world leader in building materials, Lafarge employs 63,000 people in 61 countries, and posted sales of €12.8 billion in 2014. As a top-ranking player in its Cement, Aggregates and Concrete businesses, it contributes to the construction of cities around the world, through its innovative solutions providing them with more housing and making them more compact, more durable, more beautiful, and better connected. With the world’s leading building materials research facility, Lafarge places innovation at the heart of its priorities in order to contribute to more sustainable construction and to better serve architectural creativity. More information is available on Lafarge's website:

About Lafarge Zambia

Lafarge Zambia is the main supplier of building materials and constructions solution provider in Zambia. Established in 1949 as Chilanga Cement, it was acquired in May 2001 by the Lafarge Group. With over 1000 employees and contractors Lafarge Zambia has a production capacity of 1, 300,000 tonnes cement per annum, which enables the Company to cater for the ever-growing demands of the Zambian and regional markets. Its product range includes Mphamvu, which is a flagship brand and has established strong presence in both domestic and regional markets, Powerplus, used in heavy construction projects, SupaSet, for block makers and concrete product manufacturers, Roadcem, for soil stabilization in road construction as well as Wallcrete for wall plastering. Innovation and customer satisfaction are at the core of the company’s

Contact the Communications and Sustainable Depart: +260211 367 400, +260211 367 600

Lafarge Launches the Shared Service Centre


Sarah Banda

+260 211 279029