My staff called the Ministry of Manpower to enquire about S Pass. She passed the call to me.
MOM - You are Mr. Tan. May I have your full name and your NRIC for recording purpose?
TKL - (I gave them the particulars)
MOM - Mr. Tan, you are calling the wrong number. For general enquiry, please call the MOM hotline. This telephone is only for CPF issues and complaints.
TKL ????
If my staff got the wrong number, why does MOM to ask my full name and NRIC "for record purpose"?
This staff is so focused on getting data to complete the KPI, rather than to serve the public.
MOM - You are Mr. Tan. May I have your full name and your NRIC for recording purpose?
TKL - (I gave them the particulars)
MOM - Mr. Tan, you are calling the wrong number. For general enquiry, please call the MOM hotline. This telephone is only for CPF issues and complaints.
TKL ????
If my staff got the wrong number, why does MOM to ask my full name and NRIC "for record purpose"?
This staff is so focused on getting data to complete the KPI, rather than to serve the public.
It's not the staff at fault but the management. They have used her kpi to motivate her to do this. Her kpi probably measured the number of calls she received a month or a day to reward and/or justify her existence. It's the management wrong use of kpi that is the problem.
ReplyDeleteI agree that it is the management at fault.
ReplyDelete