In our current society, numbers and rankings are required for reports and justification of investments.
We use them to convince others with figures collected from surveys and consensus researches.
The figures are disreputable. They wouldn't have been published if it had been the case.
Singapore's ranking in world service standards drops to 26
What is the article trying to say?
Is it just a reportage on the story?
A tell and that's all article?
Are hard figures and awards self satisfying or a real indication of the service standard in Singapore?
What's with all the numbers and rankings?
In our obsession in quantification, we have successfully detach the human aspect of service.
Although service can be quantified, good service standards should not be quantified by merely figures, charts and graphs.
"How long did you wait before getting served?"
"Did we solve your problem within the first call?"
Questions of this aspect does not tell if we are satisfied with the service we received.
We might have only waited for 5 minutes before being served by a customer service officer with the grump'est face we have seen in the last 10 years. (the only other time we had that is probably when we brought home our result slip filled with F's, and we would probably have that face for the following days or weeks from the punishments issued)
Solving our problem within the first call?
Maybe we were so frustrated with the incapability of the customer service officer that we do not want to carry any form of conversation.
Yes, do not deny it, you have been on the phone with an officer that asked you more questions than you do. (even after waiting for more than 10mins with the automated voice telling you "thank you for waiting, all our customer service officers are engaged at the moment..etc")
The best thing happens when the officer actually ask you to go to the company website for more information. Well, you have experienced this before, surely.
Showing posts with label singapore. Show all posts
Showing posts with label singapore. Show all posts
Wednesday, December 06, 2006
Friday, November 24, 2006
Greetings with an Automated Smile
You walked into a store, walked pass one or two service staffs, each with a blank face, rushing from point A to point B.
Being unsatisfied with the treatment, you asked for the manager...and so on and so fore...fine
You also proceed to lodge a complaint at CASE, just for the sake of proving your unhappiness...fine
The authority decided to established an award system to push things through.
The ministers cooned about tourism and all.
and then again:
You walked into a store, walked pass one or two service staffs, each with an automated smile, rushing from point A to point B.
Automated~ Rushing~ Service?
Please help me to link those three words.
Why is it so hard for us to get good service in Singapore?
Is it the culture? Is it the stress? Is it about being Asians serving Asians?
perhaps this is the reason why people are usually blanked face at work?
Unhappy people 'make the best workers'
article from BBC news as per 13 June, 2001
Maybe, just maybe, there is a deeper insight into why Great Service hardly comes by.
Next write up will be on>>>
Singapore's ranking in world service standards drops to 26
what is the article trying to say? it's just a reportage on the story? a tell and that's all article?
are hard figures and awards self satisfying or a real indication of the service standard in Singapore?
Being unsatisfied with the treatment, you asked for the manager...and so on and so fore...fine
You also proceed to lodge a complaint at CASE, just for the sake of proving your unhappiness...fine
The authority decided to established an award system to push things through.
The ministers cooned about tourism and all.
and then again:
You walked into a store, walked pass one or two service staffs, each with an automated smile, rushing from point A to point B.
Automated~ Rushing~ Service?
Please help me to link those three words.
Why is it so hard for us to get good service in Singapore?
Is it the culture? Is it the stress? Is it about being Asians serving Asians?
perhaps this is the reason why people are usually blanked face at work?
Unhappy people 'make the best workers'
article from BBC news as per 13 June, 2001
Maybe, just maybe, there is a deeper insight into why Great Service hardly comes by.
Next write up will be on>>>
Singapore's ranking in world service standards drops to 26
what is the article trying to say? it's just a reportage on the story? a tell and that's all article?
are hard figures and awards self satisfying or a real indication of the service standard in Singapore?
Friday, October 13, 2006
Simple things
Mon 09/10/2006 18:15 simple things
Somewhere last week, while i was shuttling around the region, the bus fare increased at an estimated 2.5%. This is to counter the petroleum increment of 5% over the last quarter.
What does this means to the average housewife and salary taker?
5 to 7 cents tops, per bus ride, individually.
10 to 14 cents tops, per day, individually.
30 to 42 cents tops, per family of 3.
9 to 12.60 dollar per month.
The problem is, this is all that the policy makers sees. Individually. Per household, the people can afford it.
So there shouldn't be a problem.
Or is there?
Well, taking into consideration that the average person probably does not know how they can voice out against the fare hike.
Given that the average person would not dare to voice out their concerns to the authority.
Given that the authority, one that is supposed to understand the heartlanders the most.
Would you say that it is okay?
"okay", that's the simple word, one that an average person would understand.
The fare hike? Well, the average person might not even have a chance to voice out even if they understood.
Somewhere last week, while i was shuttling around the region, the bus fare increased at an estimated 2.5%. This is to counter the petroleum increment of 5% over the last quarter.
What does this means to the average housewife and salary taker?
5 to 7 cents tops, per bus ride, individually.
10 to 14 cents tops, per day, individually.
30 to 42 cents tops, per family of 3.
9 to 12.60 dollar per month.
The problem is, this is all that the policy makers sees. Individually. Per household, the people can afford it.
So there shouldn't be a problem.
Or is there?
Well, taking into consideration that the average person probably does not know how they can voice out against the fare hike.
Given that the average person would not dare to voice out their concerns to the authority.
Given that the authority, one that is supposed to understand the heartlanders the most.
Would you say that it is okay?
"okay", that's the simple word, one that an average person would understand.
The fare hike? Well, the average person might not even have a chance to voice out even if they understood.
Friday, August 25, 2006
Homeless
Fri 25/08/2006 18:14
Homeless
As per reported by Singapore Statistics dated August 2006, Consumer Product Index has risen by 2%.
In good old english, it means that things at home cost 2% more expensive than it was a year ago.
Now, the key word comes in, "Most" of us.
When the case could have easily been "All" of us.
Homeless
As per reported by Singapore Statistics dated August 2006, Consumer Product Index has risen by 2%.
In good old english, it means that things at home cost 2% more expensive than it was a year ago.
Now, the key word comes in, "Most" of us.
When the case could have easily been "All" of us.
Bolts and Nuts for the day
Somewhere in December 2005, i was into a new form of photography - SX70 time zero manipulation aka Pola-Painting.
Unfortunately, Polaroid Cooperation decided to terminate the production of the film that enabled this form of instant art.
Time zero film is still available, but they are no longer the same ones that are malleable.
more examples of pola-painting
Unfortunately, Polaroid Cooperation decided to terminate the production of the film that enabled this form of instant art.
Time zero film is still available, but they are no longer the same ones that are malleable.
more examples of pola-painting
Saturday, August 19, 2006
Old style of Life
Years ago, when i was still in primary school, a hair cut costed S$4. (roughly 2 euros)
The barber is usually an Indian man with silver hair and a pair glasses for see me better with.
The seats in the barber shop had those vintage looking state of the art barber chair with flexible height adjustment and inclination adjustment. (always wanted to buy one, refurish it and place it right in the middle of an empty room - which, i do not have anyway)
He would use his scissors for snipping off my fringe and top, then proceed to use the electric razor to shave off my back and sides, ending with the usual question, "side burn, want?"
Come 1990s, a new trend of barbers came onto the scene in Singapore. They were not longer called barbers, they were hair dressers, in a hair dressing boutique.
Those used to be places where my mum would go, but not my dad. Man would go to barber shops with the friendly Indian man that speaks in 3 words sentences.
Then we move on to late 1990s, express hair cutting booth becomes popularized. All it cost is S$10 (around 5 euros), and you would have a hair cut done in 10 mins.
Typically, you would walk into the booth, whip out a ten dollar note, slot it into a queue dispensing machine and, wait for your turn.
There would be an indicator light that looks like a traffic light with Red, Yellow and Green.
Red means that you'll be served in 20mins or more.
Yellow means that you'll be served in 10mins or more.
Green means that you'll be served within 5mins.
This is a high tech self programming hair cutting system, wala, welcome to the new world of automation.
Automation in Hair Cutting industry, people would have laughed at the idea back in the old days.
Imagine the weird sense of deja vu when i come across this barber shop. (in picture)
the photo of the JBK barber shop sits on Dunlop St, Singapore
The barber is usually an Indian man with silver hair and a pair glasses for see me better with.
The seats in the barber shop had those vintage looking state of the art barber chair with flexible height adjustment and inclination adjustment. (always wanted to buy one, refurish it and place it right in the middle of an empty room - which, i do not have anyway)
He would use his scissors for snipping off my fringe and top, then proceed to use the electric razor to shave off my back and sides, ending with the usual question, "side burn, want?"
Come 1990s, a new trend of barbers came onto the scene in Singapore. They were not longer called barbers, they were hair dressers, in a hair dressing boutique.
Those used to be places where my mum would go, but not my dad. Man would go to barber shops with the friendly Indian man that speaks in 3 words sentences.
Then we move on to late 1990s, express hair cutting booth becomes popularized. All it cost is S$10 (around 5 euros), and you would have a hair cut done in 10 mins.
Typically, you would walk into the booth, whip out a ten dollar note, slot it into a queue dispensing machine and, wait for your turn.
There would be an indicator light that looks like a traffic light with Red, Yellow and Green.
Red means that you'll be served in 20mins or more.
Yellow means that you'll be served in 10mins or more.
Green means that you'll be served within 5mins.
This is a high tech self programming hair cutting system, wala, welcome to the new world of automation.
Automation in Hair Cutting industry, people would have laughed at the idea back in the old days.
Imagine the weird sense of deja vu when i come across this barber shop. (in picture)
the photo of the JBK barber shop sits on Dunlop St, Singapore
Friday, August 18, 2006
Waiting for the little green man
Waiting for the little green man
"that's a really thought provoking movie..."
# reaches a pedestrian crossing.
"ya, can you imagine that it is real and people can really control their lives like this."
# still waiting behind the crowd at the pedestrian crossing, waiting for the little green man.
"the DVD would be worth buying. Hrmm...i haven't manage to find Mr Rain Man...think i should go to froogle and put that in my wish list, you'll know what to do eh? Ha"
# little red man is still standing there with his hands by his sides.
The impatience sets in and pushed me looking for an explanation.
The pedestrian crossing i was at would usually take less than 30 seconds to change from red to green.
Well, guess what?
Nobody activated the traffic light button.
We are talking about having more than 10 people, waiting, on each side of the road, and nobody bothered to take a quick check on whether the traffic light button had been activated.
So a thought flashed past my mind;
"Is this the reason why there are no innovators in Singapore?"
People are always waiting for someone else to do something about their environment.
People are waiting for someone else to do something first.
If nothing is happening, people simply Wait.
This is the reason why the leaders in Singapore are worried.
We are all programmed to be followers.
Robots that are satisfied doing the correct job, the correct thing, bring home the correct pay, watching the correct show, drinking the correct drink, talking the correct language, typing the well~ correct blog...etc
Nobody wants to stand out, nobody wants to take a lead.
If you write a thesis, you need to take reference from a published article, even if the idea you have to totally new in the market, you need that reference.
If you are applying for a job, you need to have prior experience, being confident on being able to learn on the job is not an acceptable and correct trait to have.
If you are applying for a credit card, you need to show your past year earnings, your current salary simply isn't enough to assure the credit card company that you would be able to pay on time.
Follow a fixed set of rules and you would have a comfortable life.
Be a doctor, a lawyer, a civil servant, a banker, a financial controller, because those jobs worked.
Do not be a singer, a writer, a photographer, a hair-stylist, an artist, because those jobs are only for dreamers, and dreamers are loser, "What are the chances that you would be successful?"
Then the ultimate comes, mass media manipulation, and lack of a thinking brain.
Treat your child with love and tender, becomes, treat your child with 100% love and tender at the expense of basic respect and discipline.
This resulted in a new generation of children that grew up watching some idol programs and yearned to become the next star, because they are being told to do so.
They are all aspire-ers, in another words, wanna-bes.
No problem with that, someone who wouldn't even know better to check on the traffic light button and prefer to wait.
Are you the person to check on the traffic light button, or the person standing there waiting for someone to make something happen?
"that's a really thought provoking movie..."
# reaches a pedestrian crossing.
"ya, can you imagine that it is real and people can really control their lives like this."
# still waiting behind the crowd at the pedestrian crossing, waiting for the little green man.
"the DVD would be worth buying. Hrmm...i haven't manage to find Mr Rain Man...think i should go to froogle and put that in my wish list, you'll know what to do eh? Ha"
# little red man is still standing there with his hands by his sides.
The impatience sets in and pushed me looking for an explanation.
The pedestrian crossing i was at would usually take less than 30 seconds to change from red to green.
Well, guess what?
Nobody activated the traffic light button.
We are talking about having more than 10 people, waiting, on each side of the road, and nobody bothered to take a quick check on whether the traffic light button had been activated.
So a thought flashed past my mind;
"Is this the reason why there are no innovators in Singapore?"
People are always waiting for someone else to do something about their environment.
People are waiting for someone else to do something first.
If nothing is happening, people simply Wait.
This is the reason why the leaders in Singapore are worried.
We are all programmed to be followers.
Robots that are satisfied doing the correct job, the correct thing, bring home the correct pay, watching the correct show, drinking the correct drink, talking the correct language, typing the well~ correct blog...etc
Nobody wants to stand out, nobody wants to take a lead.
If you write a thesis, you need to take reference from a published article, even if the idea you have to totally new in the market, you need that reference.
If you are applying for a job, you need to have prior experience, being confident on being able to learn on the job is not an acceptable and correct trait to have.
If you are applying for a credit card, you need to show your past year earnings, your current salary simply isn't enough to assure the credit card company that you would be able to pay on time.
Follow a fixed set of rules and you would have a comfortable life.
Be a doctor, a lawyer, a civil servant, a banker, a financial controller, because those jobs worked.
Do not be a singer, a writer, a photographer, a hair-stylist, an artist, because those jobs are only for dreamers, and dreamers are loser, "What are the chances that you would be successful?"
Then the ultimate comes, mass media manipulation, and lack of a thinking brain.
Treat your child with love and tender, becomes, treat your child with 100% love and tender at the expense of basic respect and discipline.
This resulted in a new generation of children that grew up watching some idol programs and yearned to become the next star, because they are being told to do so.
They are all aspire-ers, in another words, wanna-bes.
No problem with that, someone who wouldn't even know better to check on the traffic light button and prefer to wait.
Are you the person to check on the traffic light button, or the person standing there waiting for someone to make something happen?
Thursday, August 17, 2006
Prince of Wales
Prince of Wales
Backpackers' street of Singapore.
Located along Dunlop st, right at the end of Little India, PoW is considered one of the landmarks in the area.
Backpackers come from all round the world to bask in its warmth hospitality.
Cafe and Rest House in the day,
Pub resturant with Live band in the night.
and well, 100% resthouse past late night.
Backpackers' street of Singapore.
Located along Dunlop st, right at the end of Little India, PoW is considered one of the landmarks in the area.
Backpackers come from all round the world to bask in its warmth hospitality.
Cafe and Rest House in the day,
Pub resturant with Live band in the night.
and well, 100% resthouse past late night.
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