THE CUSTOMER IS KING.
The CEO Magazine India|December/January 2021
AS EXECUTIVE DIRECTOR OF THE DISTILLERIES COMPANY OF SRI LANKA, ROYLE JANSZ UNDERSTANDS THAT THE RECIPE FOR SUCCESS IS A BLEND OF CONSISTENT QUALITY AND TREATING CUSTOMERS LIKE ROYALTY.
CHRISSIE MCCLATCHIE 

Royle Jansz, Executive Director of the Distilleries Company of Sri Lanka (DCSL), admits he’s no expert in distillation, but he has been in senior management long enough to know that business success comes from a team rather than any one individual. And while the distillers at DCSL have travelled to France, Scotland and Ireland to perfect their art in countries considered the birthplace of many spirits-based drinks, his background in finance and logistics made him the perfect candidate for the role when the state-owned company was privatised in 1992.

As the 30th anniversary of the acquisition – which was the largest single transaction ever made on the Colombo Stock Exchange at the time – approaches, Royle can reflect on the transformation in the company. “The mentality when we took over was that this was a job rather than a vocation,” he explains. “Everything was about waste and there was no care about the customer side. It was a case of doing the job and leaving.”

The challenge lay in changing the mindset of the existing employees from a government-sector perspective to a more private sector-oriented production and consumer-focused one. “We had to teach them that the customer comes first and has to be given the best possible product in the best possible packaging,” Royle tells.

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