Saturday, October 9, 2010

Stupid "system"

I had defied the system that I never know it existed. A very simple and easy job, I just don’t understand why people is just too free to make it complicated

Story started …….

“Our supplier (is actually our HQ) inform us their Italy Supplier’s factory shut down for a month upon received of our PO. Hence we requested for the ETA of the goods. Sadly the answer is “I don’t know…..they told us a month.” Come on, since you have been informed that their factory is shut down for a month, I believe you should also get to know from when till when is their shut down date.

Well, is totally out of branches control if they are not supportive enough. We are taking it as yesterday started for a month. No news at all from HQ, we have to call them on and off to follow up. Customer’s stock level is getting critical and complaint that such a long period of shut down should have inform in advance so that they can plan ahead. Shame is HQ has no stock at all. Customer’s order qty is 150pcs, HQ has not even have one.

I have no choice but to call HQ purchaser for the ETA. Imagine I have to call supplier’s purchaser (instead of sales or their customer service) for support. The purchaser has been very helpful. He kept on update us about the shipment status until the goods reach HQ store. He said “Amy, I am sorry, the goods has reached our store, you have to refer back to either Store or the customer service for the rest of the process. I have no authority to go further.” 

Funny is, my purchaser called the customer service and said “Elaine, can u pls check with your store’s Miss Lim that the goods has already arrived and pls send out to us immediately today.” Follow with another call, “Elaine, can u pls kindly send the goods directly to our customer as if the ink roller is not reach them by tomorrow, they are going to charge us the production line down cost. I have already e-mail the customer’s detail for you.” (We also at the same time copied the e-mail to the HQ purchaser)

• my purchaser, the one based in Penang has to inform the one in KL that her goods already arrived at their store. The one in the same office (Elaine the customer service) with the store do not know anything.

• Another funny scene is, the customer (we) has to inform our supplier (our HQ) that the goods has already arrived at their store.

I do not know how the process flow, there is another customer service appear in the picture, Michelle. She called us and told us that she cannot send the goods to customer directly and also requested us to send her an e-mail to say that we (customer) will bear the courier charge (to courier to my office not customer site.)

However I insist she has to send to customer directly otherwise she has to bear all the consequences. Sadly she said, “I do not know at all you have this request and I do not have your customer’s detail.” I answered, “I m now telling u to send directly to the customer. If you do not know where to send, pls check ur mailbox or Elaine’s mailbox for the detail.” 5 minutes later, she called my purchaser to tell that her boss (this oldman, Raymond is a bastard, he got his pay without working and I don’t understand why my CEO still wanna keep him) not allow her to send directly to customer and requested us to talk to her boss directly.

Raymond later called my purchaser and scolded my purchaser seriously. My purchaser insists our right to request for the service we wanted and even highlighted to him about the consequences. However this bloody Raymond said “This is not the system to do that, if you do not know the system, come to KL, I will teach you the system.” Continue…”Who is the sales to in-charge this customer, ask him to call me.” My sales called Raymond immediately, unfortunately he has purposely off the phone.

I have no choice to call my Executive Director (my CEO’s son) for help. He asked “What is the system he is talking about?” (hahaha….the boss doesn’t know he has “this system” in his own company.) Raymond still off his phone, and therefore my ED has to contact that Michelle. This Michelle told my ED that she has no idea about my request her to send directly to the customer!!! What a bitch!! (HQ purchaser told me, not only I had talked to this Michelle personally about the request, he also tried to pass her the customer’s detail (as he received the e-mail too), but she refused to take that.) Look at this bitch!!! Anyway, my ED had helped me to solve the problem. He asked the HQ purchaser to send the goods to our customer directly. Look at this scenario, the one who has to work has off the phone to avoid working. The one who has to work has refused to do (even the ED asked to do). But the one who has no responsible at all in this (the HQ purchaser) has to entertain the customer (we). This is the company’s system, is this system that Raymond was talking about? Hahaha….”

A listed company with bunch of rubbish, I kind of pity my CEO and those colleagues who really is working, for instance, the Purchaser, Mr. Chin.

Friday, October 1, 2010

People's appearance is given by the god

Story about me…..
Few months ago, I had this incident. I called the security agent (an Indian boss claimed that he was an inspector in a police force before) into my office for a discussion about the improvement of their service. Initially, our conversation is pretty relaxed and understanding. But the more in detail I told him about the poor service I got from the guards, he became boil. Ended up he scolded me in front of my staff IN MY OFFICE.

Here is the list of the issues the security force needs to improve:

1. The window at the guard house has covered with our customer’s labels! For a printing line, we will get sue from the customer if they wanted to examine.

2. The guard always missing. Sometimes missing for more than 30mins with the gate opened.

3. The guard doesn’t into a proper uniform. They don’t have a standard one. Sometimes in brown, sometimes blue, and sometimes even with different badge, I suspect the uniforms are “recycling” from others throw away. Most of the time in slipper, no safety shoes at all. The guard’s looks very awful and not in the spirit.

4. All visitors (staff’s family, suppliers, customers, or himself (the Indian boss of this security agent) can simply walk into our office without notify the office staff.

5. Our operators (factory workers) can leave the premises during working hour.

6. Hygiene and tidiness – cigarette head everywhere around the guard house area, the guard hanging his clothes on our gate and at the guard house door, the rubbish everywhere outside the guardhouse area, etc.

7. Rudeness guard – borrow money from our staff, talk loud and arguing with the branch manager in the office area.

8. At night, one guard taking care of 2 to 3 premises in this area. Meaning to say, we pay fulltime, but we get half of the service, cause after office hour, 3 are sharing one guard.

Here is the list of his explanation and improvement:

1. He said “Sorry about that”

2. He said “Don’t worry, I can ensure you that your people and also all your asset will be safe. You know what, I was an inspector before? Also, I tell you, I actually pay the gangster every month RM1500. “ “Nobody is daring to touch my anything under my care. If really happened I am able to find out and get it back what you have lost.” “I have been serving your company and as well as your neighbor especially Amway for so many years, so far so good. If you still don’t feel comfortable I can give you the gangster phone number to get his word for assurance. Or I can introduce you Amway’s manager for my testimonial.”

** After 2nd point, he started to look frustrated and boiled**

3. He said “OK, I will look into it and try to improve on the uniform.” …he started to throw temper, “The people’s face has given by the god, is out of my control.” – This is how he explained to me about my comment on his security looks. (To me, I just need the guard to shave and comb the hair, wear the uniforms with tight in, wear the safety shoes instead of slipper.)

4. He said “OK, I will inform my guard to do the records of all the visitors, and also will get your company permission before we allow anyone to enter.”

5. He said again “OK, I will get my guard to work with your company on tracking the staff leave the premises during working hour.”

** Point No. 6, 7, and 8 has never mentioned to him.**

I told him that I don’t believe that a company like Amway has never comments anything about your service. I am not fussy at all, as some of their problems have being highlighted to us from our visitors especially our customers. The more we were discussed; he is getting more and more terrible by raising his voice, and even scolded me as a cheapest lady he ever meets. He questioned me that ever told his guard about “benci your boss?” I admitted as I really said so and explained to him that I scare to see him due to he always come to my office without appointment and screw up my schedule of the day (this was due to his guard dare not stop him for coming into our premises, as he is the boss of the security guards.) I explained to him that my Malay is no good and your guard also cannot converse in English therefore I use “benci” and also use “takut”. That Indian bastard said want to get a lawyer to sue by of spoil his reputation (due to I said I hate to see him…haha…what a joke.) Then what about he scolded me as a cheapest lady in front of my staff?

He keep on sitting in my office and scolded me and keep saying hate to see me and don’t feel like talking to me as I am the cheapest lady. Hence, I told him to leave since he doesn’t feel like talking to me and we can’t continue our discussion then. He said “Why should I leave, I don’t care, and I don’t scare of you at all.” I was thinking, “What the heck? You are in my office, and since u said u hate to see me and don’t want to talk to me, why don’t u go? Otherwise you want me to leave my office and give the office to you? “
By the way, during the “argument” (the reason I put inverted coma was due to he is the only one yell and scold, I was remained calm and peace and trying to calm him down too), he keeps saying wanted to give me the contact of Amway’s manager, but when I wanted to get it from him, he said “Why should I have to give you?” Before he left, he said “You better be careful.” Because of that, I actually dare not go back to the office and immediately went to make police report under threatening case. The inspector called him in for the settlement, but he never answer the call, therefore the police official has to log the report and gave me his cell-phone number in case of anything to call him immediately.

I told the company about what I have facing with this security agent. What they concerned is whether that bastard will do anything to harm the company! TMD! Never concern about the staff safety. Beside, they asked me to continue to use the security until the contract end (it was like another 4 months). If the indian boss is the bastard, the two (company internal auditor) handling this case on behalf of my CEO is a bloody hell!

Isn’t my work interesting? Well, this is Malaysia here I am!