Boosting human capabilities

By Lim Beng Choon

I purchased a new car  in which I discovered a small part of the steering wheel missing.  After waiting a few months for the part to arrive,  I made an appointment with the service center and was told it would take “only 15 minutes” to fix the problem.

Yet, I was made to wait for 45 minutes. Apparently, the service engineer who ordered the part was on leave and the part couldn’t be located. After they finally found it, the fixing took another 30 minutes.

How often have we encountered situations where the service levels are only as good as the personnel assisting you at that moment? Service levels drop when individuals leave or are taken ill  New employees end up learning the hard way from tough customers.

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