New Position = New Challenge ? -- Export Document Service Supervisor
Since February 16th, 2007 I have been transferred to a new post as Document Service Supervisor. As soon as I received the letter of assignment, I understood that a lot of things to do in this job.
First thing I did was went through my job describtion, in particular targets set up by the management for this position. There are 2, data accuracy and first in first out service methods.
But to be honest I considered that there supposed to be another target set up, ensuring zero tolerance to illegal tipping which was being bad practice amongst my staff.
I also recoqnized there are some areas of problems which are :
1. Problem related to physical/office landscapping
2. Problem related to attitude and behaviour
3. Problem related to the existing regulation/rule/policy/procedures
After being 3 months holding this position, here are my analysis to the three problems aforementioned :
1. Problems related to physical / office landscapping
The office is located at the ground floor of the operations building. Situated in the service center area, the services provided are export, import and domestic documents process. In the same area, some associates and partners complete our service such as customs, bank, insurance.
The service counter desks are not designed to be 'customer friendly'. At beginning, this may be strange but then lately I find this helps us to protect ourself from our customer, given that our 'customer' is not similar as bank customer. They are brokers for containers, who dealing with truck drivers and other hard duties on street.
However after a while, I learnt that I have to change the lay out into a better and more efficient one. This idea, includes taking over one room which I suspected to be the place for illegal transaction. I have a very good excuse for taking over this area, I need a filing room !!!
I conveyed this idea with relevant managers in my area, but they were quiet. Then I decided to talk with relevant department that is in charges with office housekeeping. Again no significant progress. Only when I talked with Director, finally I was heard.
This is now in process of purchasing. Target to complete : next 2 months.
2. Problems related to attitude and behaviour
It was wellknown that this area was full of illegal tipping practice. Some said that this situation was caused by the customers who offered the money for extra service. The rest said that the situation was caused by the staff who forced the customer to pay more for the service provided. Frankly I do not care which one was right, the only thing I care about is that my presence must eliminate this practice. No tolerance anymore.
The good thing was that management provided me with outsources staff who completely fresh. I therefore decided to be the first person who built their standard for the service. It was simple, at the time they still had to be working side by side with the old people. The soonest I am here, the more I can reduce the bad influence from old people to those girls. I set up the rules for them to follow.
The second thing was customer's attitude. At the beginning they did not pay respect at all to all of us. They could be very aggresive against us. They used to think that we would asked more money for the service as we always did. I need to change our reputation. And now It has changed !!!!
3. Problems related to regulation/policy/procedures in office
The problem related to the procedure for payment of shortage charge was up lately. In particular on Saturday and other off days, such as public holidays when bank closed and our finance staff is off of duty. This happened as customers mostly paid used bank guaranty. They normaly estimated the total cost, but somehow the calculation sometime is incorrect resulted shortage on the total payment.
On normal weekdays, our finance staff could receive the payment, but Saturday is different case. I had tried to raise this problem plus the alternative solutions, but finance simply rejected it without consideration. The problem continued then until weeks later, when this problem drawn attention of operations manager who later discussed this problem with finance manager. Solution is basicly following my initial suggestion that operations is allowed to receive the payment on Saturday, in this case I am assigned to do so.
And Sat, 5th May was the first time I had a pieceful day without having argument with brokers about the payment shortage.
After holding this position for six months, which will be on August 2007, I plan to have presentation to the management explaining and describing what I have faced, the improvement and the outstanding problems need solution to be delivered.