tag:blogger.com,1999:blog-4405345292513335071.post3785309394443310559..comments2024-03-19T18:44:15.041+08:00Comments on Little Stories: If A Very Sick Man Was About to Die, Wouldn't You Help To Let His Mother Know?Gilbert Koh aka Mr Wanghttp://www.blogger.com/profile/01027678080233274309noreply@blogger.comBlogger54125tag:blogger.com,1999:blog-4405345292513335071.post-82500912267318584352008-06-25T13:54:00.000+08:002008-06-25T13:54:00.000+08:00As I see it, there could only have been two reason...As I see it, there could only have been two reasons why ICA didn't do it:<BR/><BR/>(1) ICA is just too stupid; or<BR/>(2) ICA just can't be bothered.<BR/><BR/>Answer : (1)Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-4405345292513335071.post-17178904309091215822008-06-23T19:53:00.000+08:002008-06-23T19:53:00.000+08:00Many years ago, as a teacher , I once wanted to co...Many years ago, as a teacher , I once wanted to contact a parent whose child suddenly fell ill. The phone had been listed private the previous week and I had not been informed. However the operator at Singtel apologised she could not give me the new number to protect the privacy of the parent. Nevertheless she kindly voluntered to contact the parent and inform him to call me back.<BR/>And sure enough in less than 5 minutes the parent contacted me.<BR/>Here was a person bound by strict rules but still prepared to go one step ahead to help in a serious situation.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-4405345292513335071.post-45467522592270724772008-06-23T09:17:00.000+08:002008-06-23T09:17:00.000+08:00I just rejected one comment from a reader named "G...I just rejected one comment from a reader named "Giggles". There is a line in the comment which I think is potentially defamatory - it concerns the HPL condos.<BR/><BR/>Giggles is invited to repost, if he's still interested, his comment, minus the HPL remark.Gilbert Koh aka Mr Wanghttps://www.blogger.com/profile/01027678080233274309noreply@blogger.comtag:blogger.com,1999:blog-4405345292513335071.post-86825680539268164262008-06-22T09:57:00.000+08:002008-06-22T09:57:00.000+08:00I agree with your argument, Mr Wang. I have been r...I agree with your argument, Mr Wang. I have been reading and following your posts for long and you have indeed pulled out certain dark and murky sides to our 'perfect government' without them being peppered with political satire, but with a little unique touch of cynism. Bad dose of government some 'intelligent' one mentioned, so that we can learn from it since our government 'is actually the best of the best in the world'? Honest mistakes, oh man, yet another laugh to pull off. We had quite a few in the years running, so why haven't we learned anything from them? Appalling, so it seems, the dynastical reign that so does quite alot of pontificating, thinking that everything they do is right and that they can blithely dismiss mistakes with the weirdest excuses you can ever imagine. This is where all of our money goes to. Sigh. They are too busy counting their riches to be bothered with the life of one of their citizens.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-4405345292513335071.post-74746915828731045432008-06-20T08:37:00.000+08:002008-06-20T08:37:00.000+08:00Excerpt from QQ-Librarian's blog, commenting on th...Excerpt from QQ-Librarian's blog, commenting on this matter:<BR/><BR/>"... Common sense + a sincere desire to help should prevail .... That is the whole point of having a human being at the frontline, if everything can be covered simply by following rules blindly, then a robot or machine can do the job better." <BR/><BR/>For full article, click <A HREF="http://qqlibrarian.blogspot.com/2008/06/common-sense-in-customer-service.html" REL="nofollow">here</A>.Gilbert Koh aka Mr Wanghttps://www.blogger.com/profile/01027678080233274309noreply@blogger.comtag:blogger.com,1999:blog-4405345292513335071.post-48276061673810546032008-06-19T15:24:00.000+08:002008-06-19T15:24:00.000+08:00Actions are linked to reactions / consequences / r...Actions are linked to reactions / consequences / rewards.<BR/><BR/>If you are brought up in this Fine city, you should understand this perfectly well. So well, that it might not be obvious but manifest itself subconsciously.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-4405345292513335071.post-14043290215207286722008-06-19T10:54:00.000+08:002008-06-19T10:54:00.000+08:00There are procedures to follow in any work we do. ...There are procedures to follow in any work we do. The question we could ask from this situation is do we understand why do we need to follow them and under what situations would/ could deviation occurs. <BR/>Interestingly there are a few cases of "not following procedures" when they should (that results in escape boo-boo), and those on the extreme where they stick to their guns (for the correct to stick by the books but uncompassionate reasons)Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-4405345292513335071.post-45072159251335704952008-06-17T21:59:00.000+08:002008-06-17T21:59:00.000+08:00For staff who are not at management level, if taki...For staff who are not at management level, if taking the initiative works, there will be no commendations, if it somehow backfires, then they will kanna jialat jialat.<BR/><BR/>This is the Singapore system. If something is not specified, it is safer to wait for instructions or approval all the way from the top. Showing initiative is not part of the culture and frowned upon.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-4405345292513335071.post-14114131569593390642008-06-17T21:57:00.000+08:002008-06-17T21:57:00.000+08:00Dear Mr Wang,Perhaps, as another poster said, bett...Dear Mr Wang,<BR/><BR/>Perhaps, as another poster said, better to cover your ass cos if there was a mistake, and then get complained for harassing an old lady, a lot of work for them to do so take the safest course of action, do nothing. <BR/><BR/>And again, because they did not physically see the patient, hard to them to see the human side of the story. With the civil servants under threat of complains for the most little things, sometimes, the fear is there. And i mention civil servants, the lowest ranked people in the frontline facing these kind of problems.<BR/><BR/>Blame them for not being able to think critically? Perhaps. Empathise with them? mmmm<BR/><BR/>PhilipAnonymousnoreply@blogger.comtag:blogger.com,1999:blog-4405345292513335071.post-39975545794391049502008-06-17T21:55:00.000+08:002008-06-17T21:55:00.000+08:00Blame it on our education system. The rote learni...Blame it on our education system. The rote learning and focus on mastering techniques of tackling exam questions leaves our brain wired up the wrong way. We lose the ability to think out of the box. Just look at the obsession with streaming and exam-focused curricula even at the primary level. How to think differently when the young mind is forced this way to learn. Our children are not learning to learn, but to ace exams. Perfect to cultivate working bees (anyone saw The Bee cartoon show?). Sounds familiar?Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-4405345292513335071.post-71567390150599711952008-06-16T23:04:00.000+08:002008-06-16T23:04:00.000+08:00FEAR - this is the root of the problem and many ot...FEAR - this is the root of the problem and many others in Singapore. A society run on FEAR is an awful one to live in.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-4405345292513335071.post-61461274331137999302008-06-16T22:44:00.000+08:002008-06-16T22:44:00.000+08:00One thing ICA officers could have done if they wer...One thing ICA officers could have done if they were really uncertain about what they should do or could do was to have consulted their superiors even the ministers if necessary. After all, these superiors and the ministers have the interests of the people at heart, or so I am told, in which case they would not mind being disturbed by a human interest situation which they could help. On the other hand perhaps I am being naive. In which case, I stand corrected for wasting valuable time.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-4405345292513335071.post-32884260943808624552008-06-16T21:18:00.000+08:002008-06-16T21:18:00.000+08:00Well, Philip, if the man was actually not actually...Well, Philip, if the man was actually not actually the old lady's son, then upon notification by ICA, the old lady would just have said, "Oh there must be a mistake. I don't know anyone by the name of William Rajasingam Kasinathan." And that would be the end of the matter.Gilbert Koh aka Mr Wanghttps://www.blogger.com/profile/01027678080233274309noreply@blogger.comtag:blogger.com,1999:blog-4405345292513335071.post-34150113602483000172008-06-16T20:52:00.000+08:002008-06-16T20:52:00.000+08:00Benevolence is the virtue that touches the hearts ...Benevolence is the virtue that touches the hearts of men. Without the hearts of men a country has no soul. If no steps are taken to improve the situation ,we might up end up like a flickering flame thats extinguished in presence of the slightest breeze.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-4405345292513335071.post-49702366494899602152008-06-16T20:47:00.000+08:002008-06-16T20:47:00.000+08:00The hospital staff offered to furnish proof that M...The hospital staff offered to furnish proof that Mr Kasinathan, a bar musician, was in a critical condition so that the ICA could try and contact his mother on Ms Kaur's behalf.<BR/><BR/>But rules forbade the ICA from revealing her whereabouts, Ms Kaur was told.<BR/><BR/><BR/>I would like to ask something here. Perhaps it is because the only proof that ICA could get was that the man was sick but the actual bond (mother and child) could not be proven? After all,m the time span for any investigative work could have been too short.<BR/><BR/>My final analysis? The civil service is bound by rules. We can say that they are too inflexible but I think it is the same anywhere you go. WHy is it that the doctors can go out of the way to help? Perhaps because they see the patient directly and can thus empathise with the patient while ICA sees this as just another case load.<BR/><BR/>An example. When we see people coming up to us for some survey, we just shun them aside, not looking beyond the fact that a few minuts of their time could mean a lot to them and their career. Cos we do not know them and whey do we care..<BR/><BR/>YOu might say that this is a life and death case but then, the ICA cannot empathise here because they do not know the patient and perhaps, just perhaps, they have heard this all too often during their duty when people give excuse why they must overstay so on.<BR/><BR/>Is the newspapapr being good here? Can look at both angles cos if they are really good, why not just do this as a favour and leave it at that instead of publishing this out to show the whole world the good that they did? <BR/><BR/>I am just presenting another side of the coin.<BR/><BR/>PhilipAnonymousnoreply@blogger.comtag:blogger.com,1999:blog-4405345292513335071.post-28208736746099651842008-06-16T20:11:00.000+08:002008-06-16T20:11:00.000+08:00"There have been so much talk and calls for teachi..."There have been so much talk and calls for teaching our students to think out of the box, but it seems to be another lost cause, because, ultimately, following the book is still safer."<BR/><BR/>How do you expect our students to think out of the box when there are criteria and restrictions?Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-4405345292513335071.post-71912366588602207222008-06-16T15:12:00.000+08:002008-06-16T15:12:00.000+08:00It is sad to read that such attitude is still the ...It is sad to read that such attitude is still the norm rather than the exception in, of all places, our civil service. <BR/><BR/>There have been so much talk and calls for teaching our students to think out of the box, but it seems to be another lost cause, because, ultimately, following the book is still safer. Blame not the people behind the desk, but blame the establishment for fostering this kind of mentality in our civil service. What a sad state of affairs for a supposely first world government!Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-4405345292513335071.post-52822827527193919682008-06-16T12:54:00.000+08:002008-06-16T12:54:00.000+08:00I think one common reason behind poor customer ser...I think one common reason behind poor customer service is the lack of automony (i.e. some leeway to make decisions versus just blindly following the routine) given to the frontline staff...<BR/><BR/>And our "culture" does not encourage nor reward people who show initiative...Xtrocioushttps://www.blogger.com/profile/08846520633929127414noreply@blogger.comtag:blogger.com,1999:blog-4405345292513335071.post-87926502812893469062008-06-16T11:35:00.000+08:002008-06-16T11:35:00.000+08:00i think they just don't want to take responsiblity...i think they just don't want to take responsiblity...they don't want to do extra miles to ask the upper authority....<BR/><BR/>should ICA also provide service?Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-4405345292513335071.post-77608554457115750612008-06-15T15:56:00.000+08:002008-06-15T15:56:00.000+08:00They 'Just Follow Law'ed.They 'Just Follow Law'ed.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-4405345292513335071.post-29613733324916992802008-06-15T12:36:00.000+08:002008-06-15T12:36:00.000+08:00Too mechanically straight-jacket.Very good in regu...Too mechanically straight-jacket.<BR/>Very good in regurgitating policy statements without adding any real value. <BR/><BR/>But that is what they are paid for (doing post office job), to follow strictly to rules / regulations which are dead parameters which do not always capture every real life case which has moving and shifting parts.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-4405345292513335071.post-74620305408916108232008-06-15T10:13:00.000+08:002008-06-15T10:13:00.000+08:00WKS's ICA allowed murder suspect Took to escape by...WKS's ICA allowed murder suspect Took to escape by letting him simply walk across the causeway unstopped. But oh they are good at stopping opposition politicians at the airport.<BR/><BR/>This in a nutshell sums up the priority of the civil service. Partisan politics.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-4405345292513335071.post-67512284790043487332008-06-15T07:36:00.000+08:002008-06-15T07:36:00.000+08:00The ICA was both, too stupid to think of sending o...The ICA was both, too stupid to think of sending out that letter to the mother and even if they could come up with the idea of sending that letter out, a good likelihood that they just couldn't be bothered. <BR/><BR/>Dr Teo Ho Pin is a prime example of why Singapore lacks soul. SM Goh once commented about the lack of grace amongst Singaporeans. He should take a long hard look at how his party MPs think and behave before he makes comments about the social behaviour of Singaporeans in general.<BR/><BR/>Oh, btw, I hope Worker's Party Yaw SL realises now what an idiot he voted for in the last elections.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-4405345292513335071.post-56662193833636724762008-06-15T01:44:00.000+08:002008-06-15T01:44:00.000+08:00This blind adherence to rules and abdication of di...This blind adherence to rules and abdication of discretion exists in the private sector too! Recently I applied to OCBC Bank for a housing loan. The CSO asked me to submit my most recent income tax statement. When I replied that I had none as I had retired some time ago, I was told that my application could not be entertained. I explained that I had FDs much more than the amount of loan that I was seeking which incidentally is only half of the purchase price of the property and that the reason for wanting a loan was to have interest expenses deducted against the rental income for tax efficiency purposes. The CSO then said that she would check with her supervisor. A day later she rang back and said that the answer was still no as all housing loan applicants are required to have an income. This was the same bank that rejected my application for a credit card earlier because I was above 55 years old apparently!<BR/><BR/>I believe this sorry state of thinking skills is the result of our educational system and the overall kiasi and kiasu culture that has prevaded our society with its tight control on dissension, politically incorrect views etcAnonymousnoreply@blogger.comtag:blogger.com,1999:blog-4405345292513335071.post-82540244713483697612008-06-15T00:00:00.000+08:002008-06-15T00:00:00.000+08:00Read what Dr Teo wrote about Dr Teo's achievements...Read what Dr Teo wrote about Dr Teo's achievements - or are my eyes playing tricks on me?<BR/> <BR/>http://teohopin.blogspot.com/2006_01_01_archive.htmlAnonymousnoreply@blogger.com