| Perfil de YuenYHYeong Huey's spaceBlogListas |  Herramientas  Ayuda |
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16 mayo Be specific - we can make a differentRecently I found that many people do not bother to be more specific when they inform what problems occurred and expecting something to be done to fix the problems as soon as possible.
For example:
Sometime I received emails or requests stating these ...............
1. "Users reported that they are having problems when accessing the application, please look into this problem and revert as soon as possible"
My questions are :
2. "Client never receive any reply message for his/her request. Please check"
My questions are:
3. "Please check for me what is happen to the system because users complaint of delay in performance"
My questions are:
The users may not know what is happening to the services/system that they are using when it go malfunction but as a support personnel, we should be able to "ask" the users for more specific details so that the relevant parties can speed up their investigation and problem solving time. When everyone starts to report problems in very general statement, the problem may not be solved in time or may be ignored by the solving parties because they might not found the root of the problems occurred. The cycle will come back to us as a support personnel because users will continue complaining to us and lost patience with us. Who will face the "anger" from users/clients when the problems not solve?
05 mayo The King and His PeopleI used to visit my old friends at thier office which happen to be a bank branch. A friend of mine told me that, he is very disappointed with the atitude and mentality of the new generation of bank staff. According to him, nowaday, clerical staff only will do what is being told and not more than that. Officers need to give reminder constantly or else the work will be left there.
Being a senior in the branch, he felt that the enthusiasm towards work and positive mentality is no more important to this new generation of staff. They joined the bank because the bank called them for interview before other companies do. Once they are in the bank, they are being pampered with the stablity of their work life because bank provides better remuneration to its staff compare to other companies. Benefits such as : lower housing loan interest rate, lower car loan interest rate, medical leave, compensation etc. The last time bank offer VSS(Voluntery Seperation System) was 4-5 years ago. Since Malaysian economic has recovered after recession, banking sector is now actively recruit new people to expand their business and compete with foreign banks.
There is a Chinese proverb said "山高皇帝远" means the king's palace is too far from his people and he will not know what is happening to them. Any big companies and government departments will always have its own bureaucratic system to follow. Same goes to banking institution. Browse to any bank's internet banking web site, you can find corporate info link of the bank. All the people whose name published at the corporate info section are important people of the bank and they manage the bank with the help of their "ministers" below them which will further escalate the power to their donwline and the process go on. A bank staff especially lower ranking staff eg: clerical, middle ranking officers may never meet all these corporate section people in real during their whole working life in the bank. Their career path and development are largerly depend to their managers who are reporting to several levels of top managers above them. In other word, the managers are still having a big gap from those coporate people. No one actually know what you had done during your working life unless you had made a "suprise" and done something "big" enough to be noticed by the bank.
Hence, the conclusion is:
Well, if you are a new bank staff, and you notice some of your colleagues who are working very hard for years and they are doing the same work as what you are doing now because all of them were a "risk taker" before this, which conclusion you will jump into? |
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