We need to know, the world is changing fast. Service is no longer like in the 90s and it is not about what you think. MARA must not think within the cacoon of MARA organization. They are the main thrust of the public thus the agent of our nation. Providing efficient service is not about changing the colour or office. Neither it is having new leader.
When comparing notes with my friends, I realised my recent encounter with MARA is something that is not uncommon. It is about unchanged melody. After getting the SPM result, we telephone MARA office to enquire about education loan for our son. Of all the 6 calls in 6 different days, I never able to talk to the officer handling the education loan. As told by the telephonist, she was either ‘not in’, ‘pergi minum’ or ‘tidak tau mana dia pergi’. My call was within one month in July 2009.
During the first call, I asked for the telephonist's name for the sake of politeness and for records of conversation. To my chagrin, the staff instead asked me back, “Apahal kitak mau tauk nama kamek?”. A corporation like MARA, I never expect to have this type of telephone service. Not only that - it took more than 6 rings before they picked up the phone. This is the far cry from their charter which quote "Setiap panggilan ke Ibu Pejabat MARA akan dilayan tidak lewat daripada 30 saat samada oleh Telefonis atau melalui mesin sistem kendalian panggilan"
Reading their corporate statement such as:"Kami adalah golongan profesional yang amanah, jati diri, berdaya tahan, ukhuwah, penyayang & mesra serta beriltizam kepada organisasi dan pelanggan", I found it all nonsensical than sensical.
MARA must understand, image and branding of an organization is ‘seen’ for various points of entry such as through answering telephone, counter services and sales or mobile staff. Failure to project good image at this points will impact the whole image of the organization.
Every organisation must take care of the customer very special because the customers paid their salary. It is the tax-payers money that run MARA organization but they treated the rakyat like no body business.
As stated in their customer charter "Sesungguhnya kami warga MARA akan sentiasa komited kepada pengeluaran berkualiti dan perkhidmatan yang berkesan. Kami juga berjanji untuk melaksanakan tanggungjawab yang telah diamanahkan". This is far from truth and not even half truth. My personal experience told every nook and corners the roting in the organization which has more than 20 pengarahs.
If they are capable of betrayaing their own corporate statement and charter, There is no reason MARA will be able to survive The Government Transformation Programme (GTP) which was introduced by the Prime Minister Dato’ Sri Najib Tun Razak in April 2009. This programme is very much related to MARA. The objective of GTP is two-fold – first, to transform the Government to be more effective in its delivery of services and accountable for outcomes that matter most to the rakyat; and second, to move Malaysia forward to become an advanced, united, and just society with high standards of living for all. This is in line with the national mission of achieving Vision 2020 - for Malaysia to become a fully developed nation.
Let us not talk about innovation of delivery system which was introduced by PM on 27 January 2010. MARA is only good in papers. Since its inception in March 1966, MARA is only good in employing 24 directors and paying the high salary from taxpayers money. Malayan Banking is much bigger and having critical business volume and yet their have less than 3 directors. They made more money than MARA.
No comments: