Quality Transformation

Officially on 13th June 2008, my company has launched the Quality Transformation programme, a programme which I have shared and indicated in my previous blog. Through embarkation of this programme, we aim to improve our service delivery to our customers. A total mental shakeup is necessary to make this programme a success as we have identified all key action plans to implement immediately.

Last Friday, we have our soft launch in our Kuching Branch whereby my CEO had personally given his important message on how best we could lead the Quality Transformation in our branch operations especially highlighting each of the 6 core values;

* INTEGRITY
* TEAMWORK
* ENTREPRENEURSHIP
* ACCOUNTABILITY
* CUSTOMER CENTRIC
* CARING

We have been given 2 pieces of t-Shirt (to be worn on every Friday...suka..nya saya...), a Quality Service handbook and a lanyard to keep reminding ourself of the importance on this programme as we want to achieve quantum leap in our service.

(A Photo showing my CEO was handing out the Quality Service handbook to my staff)

Thinking Big

First of all, the level of our success or achievement depends on how big is our thinking on dreams. The chance of success depends on how deep is our thinking to materialise the dreams. Every now and then, I heard about success stories, how insignificant people achieve their dreams through their thinking, determination, sacrifices and never ending belief in their thinking.

The methodology to success is simple and straightforward and that is why many simple men and women have been able to achieve success by simply believing in their dreams. If we have failed in our quest to materialise our dream, we must be prepared to get up and continue the quest. Success does not come with one try but many tries. The one try may be just because of luck but when the dream come true through many actions, sacrifices and efforts, it shall be a lasting achievement to enjoy.

Medical Leave

A friend asked me about my company's guideline on medical leave...how many days available for a staff a year ? Before answering, I asked why ?

He obediently shared with me on his difficult encounter with one of his lady staff who is a frequent taker on medical leave...all in all for this month alone, she has taken 3 days. I told him that we have a mximum 30 days per staff but of course it must be genuine with doctor's certification and normally when a person taken such a long leave, they are usually having a serious illness. however, for normal flu or cold..it is unlikely to be such a long time. If it is then, we will need to sit down with the staff to find out whether it is a habitual issue.

From my corporate encounters, my bosses will always discourage a staff from taking medical leave especially after going for a few days annual leave. Staff will be strongly advised to take good care of their health whilst resting as usually few will go overboard by over exerting themself during their earned leave and then exposing their health to sickness. Of course, if a person is sick, she or he can still obtain medical leave as long as the doctor certified them. But then, in this scenario of MC after leave may not look good as a good responsible staff.....what do you think ?

BTW, my friend's staff also taken MC leave after two days annual leave...what a difficult task to address people's habitual issue.

Responsibility

Responsibility is the unity of two words: Response's Ability. So, do we have the ability to response when we are entrusted with the responsibility ?

I would like to share a classic example of Responsibility of what I have experienced last week with my house moving contractor whom I have asked to assist to move my big household item; Master bedroom set, Book cupboards, Refrigerator, Washine Machine and 7 seaters sofa. On the day of moving, he came with his two assistance and they easily move out the cupboards and one queen bed (without the matress) in two trips. It took them about 3 hours though (do not know why so slow but nevermind so long we could finish). It was then about 1pm and we still have the king size bed, two matresses and 7 seaters sofa to move. My sister-in-law was curious on why the contractor is yet to be seen after the 2nd trip, hence she called me to inform. I had assumed that they had gone for lunch and given sometime they will continue to move my things. Somehow, my six sense also told me that something is not right, as such, I quickly phoned the contractor and to my surprise, he apologised to me that he is now at his factory rushing for another customer's furniture as the customer is having an opening tomorrow. He is not sure whether he would be able to complete the moving today as it was already 2pm. I practically seek for his understanding to help as I do not have any lorry to move and it is quite difficult to get one at that hour. He promised to call back...or at least will continue tomorrow.

Today is already 7 days after we had last spoken and I am still waiting for his call. When reflected, he also did not informed me when he just went to his factory to work on his other commitment while leaving me in the dark. Really irresponsible acts ! If fact earlier as I told my dad, I was prepared to pay RM500 for his assistance to complete the moving !

BTW, we did managed to move the rest of the furniture by ourself and completed on that day itself, thanks to my brother who managed to contact his previous renovation contractor. Luckily, we had moved the fridge and washine machine a day earlier using my brother's double cabins as my dad advised that we cannot use the fridge without giving it at least a day to settle down.

If you could imagine this irresponsible action by the part of the contractor, you could understand why trust and integrity play an important role in the first action of our relationship. I am dissappointed with this contractor who do not appreciate the commitment to respond and his undertakings.

We are Who We Think ?

We are who we think ? Seriously, it is going to be real when we think of it. When the conscius brain is set to portray the future self it seeps down to the subconscius mind and that is where it slowly transform our self into the future self that we think we are.

How fast ? depends on how strong is our repetitive signal to this change. Though I have not read a thousand books as yet but at least I have gone through as many as 30 management/self help books and generally, all of them reminded me that the powerful subconscius mind will change and transform us (it does not know negative or positive) based on the feedbacks from our own self. Therefore, we must be careful of what we feed to the subconscius....through reading, watching or living in the conducive environment whereby our friends, colleagues or people around us may influence our thinking.

Beware of what you think the next moment you want to your self . It is really up to you !

Six Honest Helpers

Everyone must appreciate these six honest helpers as they shall be able to resolve a lot of challenges ahead. They are always around if one care to ask them for assistance. They are;

a) Who
b) Where
c) Why
d) When
e) What
f) How

Now you know them right ? from very young age. So how many times have you neglected them in approaching your challenges in life. Don't worry, many including myself have also neglected them at times.

If one could seek their assistance to the fullest, they shall be alright and the force shall be with them. The winners will always rely on them to lead their decision.

So, the next time you need them, just call up them and seek their assistance (you must know how to ask to ensure they are able to respond effectively).

Thoughts To Ponder

This passage was in The Sunday Post yesterday and I felt it is worthwhile to share with all;

a) The most destructive habit : Worry

b) The greatest joy : Giving

c) The greatest loss : Loss of self respect

d) The most satisfying work : Helping others

e) The ugliest personality trait : Selfishness

f) The most endangered species : Dedicated leaders

g) Our greatest natural resource : Our youth

h) The greatest "shot in the arm" : Encouragement

i) The greatest problem to overcome: Fear

j) The most effective sleeping pill : Peace of mind

k) The most crippling failure disease: Excuses

l) The most powerful force in life : Love

m) The most dangerous pariah : A Gossiper

n) The world's most incredible computer : The brain

o) The worst thing to be without : Hope

p) The deadliest weapon : The tougue

q) The two most power-filled words : I can

r) The greatest asset : Faith

s) The most worthless emotion : Self pity

t) The most beautiful attire : Smile

u) The most prized possession : Integrity

Have a wonderful week ahead.