I took up a new position with a company recently and have been rather busy with my new work. Since this company is headquartered in Singapore I am fortunately (or reluctantly) posted to Singapore for 6 months. This gave me the opportunity to learn more about their products and services with the aim to bring the solution to the Malaysian marketplace.
I always has the impression any Singapore company is well-prepared and efficiency in all aspects of their organization, including onboarding a new employee. However I have to change my perception as due to some unknown reason they were not able to provide me with a notebook so I was practically without Internet access for the last 3 weeks. I did tried one of those Internet café over here for an hour only because I needed to go online to look for a place to stay. Another reason I had to change my view is because after visiting a customer here I was kind of amazed that they are not that advanced after all as I imagine. I will write about this in future.
I did go back to Kuala Lumpur twice during that three weeks but I was just too busy running around for errands so I didn’t really have the times to update the blog. Today I finally got my laptop and I also borrowed a broadband dongle from my colleague and able to get online to this neglected blog.
It didn’t occur to me that I would be without Internet access for more than 3 weeks. In this day of Internet age and in nation like Singapore where broadband is much advanced it is hard to imagine that anyone cannot get access to the Internet. However due to my work schedule (too late to visit an Internet café) and also without the proper tool (a laptop) I was completely cut off from the Internet for such a long time.
I am glad there are still visitors to my blog during my absent and some have left comments for me. I have approved all the comments and hopefully I have answered all the questions posted.
For the last 3 weeks I have been taking public transportation to work. I really admire how efficient is the public transportation in this island. You can get to most destinations by bus or via MRT. Also I find that I don’t need to wait long for the next bus or MRT because they are so frequent and on time. In fact there is a bus every 4 minutes that passed by where I stay! Since the last time I was here, they now added the Circle MRT Line on top of the North-South Line, East-West Line and North-East Line so you can take MRT to more destinations now.
Occasionally I do take the LRT and monorail back in Kuala Lumpur and I must say that they are just not as convenient compare to taking the buses and MRT in the island because they are so accessible. Many destinations in Kuala Lumpur are just not easily accessible by bus or LRT that I go there with the giant (Toyota Alphard) instead.
So when I was back to Kuala Lumpur last week, it felt a little odd to drive the giant to get to a location that doesn’t even have a bus plying that road. I do think that I am rather pampered with the giant as it become a habit for us who own a car to drive out most of the time than to think of taking a public transport. I have not have so much walking since I last did a climb to Gunung Tahan 20 years ago. It just goes to show that we are so used to driving that we sometime forgot that there are other means to get to a destination!
Now that I am away the giant is now temporary left behind in Kuala Lumpur. I will try to go back home every fortnightly to see my family and to take the giant out for a spin.
I will try to update this blog with some posts more often whenever I have the spare time here.
Monday, May 31, 2010
Tuesday, April 20, 2010
People and Process Make the Different
I work in the IT line so one of the value propositions when proposing a new technology to a customer is that it should improve the productivity of the employees. With improved productivity it will bring about better service level to the end customer.
Of course introduction of new technology also require a supporting streamline process and the acceptance of the employee to achieve this objective. Therefore the return on investment in the new technology is determined by the people and processes supporting these technologies.
I received an SMS from my insurance company – Allianz - that the insurance of my other car will expire in a week time. Well it is good that they use technology to send reminder than using snail mail.
So I call ahead an hour before I reach their office making sure they have plenty of time to prepare. In fact the lady who picks up my call even asked for my car registration number and said she will prepare the quotation for me.
When I got into their office and ask for that lady, the first she asked me again is “Sir, what is your car registration number?” Well it looks like she has not done anything at all. Off she goes back to print the quotation and gave me a copy to check.
Once I agreed on the amount to be insured for this year, I gave them my credit card to be swiped for the amount and then started waiting for her to prepare the cover policy. Well it seems there is still separation of duty for this whole transaction to be completed.
She swiped the credit card but the processing of the credit is at another floor. She come back to me after 10 minutes and gave me the credit card without the credit slip. I then waited for another 20 minutes and there is still no sign of her.
I stood up and look around the office and found her answering phone calls. I signal her that I am in a hurry and she told me that the cover note is being processed. It looks like someone else in the department is doing the cover note and not her. So another 10 minutes delay before the cover note is ready.
When she passed me the cover note, I asked for the credit card slip and she told me that she needs to go to the 10th floor to collect it. Well by the time she comes back with the slip, it is already one hour since I walked in to the office. So does technology help? Hell no.
The way the process is put in place by this company to service their customer is absolutely ineffective. They don’t have a dedicated service counter and they still emphasized separation of duty so even with the use of technology there is no automation at all.
As I walked out of the office, I saw this expat who seems like a senior officer of the company and told him that the transaction took one hour to complete. He turned around and asked the lady what happened but I didn’t stay around to find out if he did anything. I am curious if he or any of his officers will bother to call me to find out if my complaint is valid.
3 years ago when I renewed my insurance there was a service counter so the process of renewing the insurance is very smooth. Everything is done with a counter staff and within 20 minutes (excluding waiting time), I will have my cover note and walk out of the office.
Two years ago Allianz took over the insurance business of that company and they decided not to have a counter. Even then last year experience of renewing my insurance with them was not so bad. That lady who served me was able to give me everything within 30 minutes. I don’t know why they are going backward this year and took one hour to complete just one transaction.
I also recently renewed the insurance of my giant but it was with another insurance company. The experience was totally different. All I did was walked into their counter, ask to renew the insurance. The officer gave me a payment slip and asked me to pay at another counter. After that I just wait for 5 minutes and the officer passed me the cover note and I am out of that place. All in less than 25 minutes time.
Anyway, after I got my cover note, I drove to the Public Bank branch where I got my car loan and asked to renew my road tax. The officer took down my car registration number, double check with the system on my details, wrote me a bank in slip, ask me to pay at the counter down stair. I pay at the designated counter without having to queue and the whole exercise took less than 8 minutes!
It is obvious that this bank has all the process in place and the right people to provide the services to their end customer. The technology is transparent in the service provided and it works because they have the right people and a streamline process to support it. That’s why I have been their customer for the last 10 years.
Of course introduction of new technology also require a supporting streamline process and the acceptance of the employee to achieve this objective. Therefore the return on investment in the new technology is determined by the people and processes supporting these technologies.
I received an SMS from my insurance company – Allianz - that the insurance of my other car will expire in a week time. Well it is good that they use technology to send reminder than using snail mail.
So I call ahead an hour before I reach their office making sure they have plenty of time to prepare. In fact the lady who picks up my call even asked for my car registration number and said she will prepare the quotation for me.
When I got into their office and ask for that lady, the first she asked me again is “Sir, what is your car registration number?” Well it looks like she has not done anything at all. Off she goes back to print the quotation and gave me a copy to check.
Once I agreed on the amount to be insured for this year, I gave them my credit card to be swiped for the amount and then started waiting for her to prepare the cover policy. Well it seems there is still separation of duty for this whole transaction to be completed.
She swiped the credit card but the processing of the credit is at another floor. She come back to me after 10 minutes and gave me the credit card without the credit slip. I then waited for another 20 minutes and there is still no sign of her.
I stood up and look around the office and found her answering phone calls. I signal her that I am in a hurry and she told me that the cover note is being processed. It looks like someone else in the department is doing the cover note and not her. So another 10 minutes delay before the cover note is ready.
When she passed me the cover note, I asked for the credit card slip and she told me that she needs to go to the 10th floor to collect it. Well by the time she comes back with the slip, it is already one hour since I walked in to the office. So does technology help? Hell no.
The way the process is put in place by this company to service their customer is absolutely ineffective. They don’t have a dedicated service counter and they still emphasized separation of duty so even with the use of technology there is no automation at all.
As I walked out of the office, I saw this expat who seems like a senior officer of the company and told him that the transaction took one hour to complete. He turned around and asked the lady what happened but I didn’t stay around to find out if he did anything. I am curious if he or any of his officers will bother to call me to find out if my complaint is valid.
3 years ago when I renewed my insurance there was a service counter so the process of renewing the insurance is very smooth. Everything is done with a counter staff and within 20 minutes (excluding waiting time), I will have my cover note and walk out of the office.
Two years ago Allianz took over the insurance business of that company and they decided not to have a counter. Even then last year experience of renewing my insurance with them was not so bad. That lady who served me was able to give me everything within 30 minutes. I don’t know why they are going backward this year and took one hour to complete just one transaction.
I also recently renewed the insurance of my giant but it was with another insurance company. The experience was totally different. All I did was walked into their counter, ask to renew the insurance. The officer gave me a payment slip and asked me to pay at another counter. After that I just wait for 5 minutes and the officer passed me the cover note and I am out of that place. All in less than 25 minutes time.
Anyway, after I got my cover note, I drove to the Public Bank branch where I got my car loan and asked to renew my road tax. The officer took down my car registration number, double check with the system on my details, wrote me a bank in slip, ask me to pay at the counter down stair. I pay at the designated counter without having to queue and the whole exercise took less than 8 minutes!
It is obvious that this bank has all the process in place and the right people to provide the services to their end customer. The technology is transparent in the service provided and it works because they have the right people and a streamline process to support it. That’s why I have been their customer for the last 10 years.
Saturday, April 10, 2010
More Accidents Waiting To Happen?
Yesterday I just posted about drivers jumping red light at the traffic junction outside the condo where I stay, and tonight, there was an accident at that traffic junction.
When I reached the traffic junction, I saw a red MyVi collided with a small van. I have no idea how this could happen as the MyVi was out of position from normal traffic flow.
Well I was curious so after I parked my car, I walked out to the scene of the accident as a large group of people already gathered there.
I asked one of the guy who was already there before me what happen and it seems the small car hit a tree and then slammed into side of the van. The impact has crumpled the front of the small car and debris were lying everywhere.
All I can hear is that a group more than 10 Chinese national arguing over who should pay for the damage and it seems they couldn't agree to the terms of settlement. The whole road leading out of to the main road was blocked by the cars and people talking in the middle of the road.
A tow truck was already at the scene waiting for the drivers to decide what to do. Because of the accident, the traffic junctions had jammed up because of curious passer-by slowing down to look at the scene.
I have no idea if the accident is due to the small car jumping the red light and swayed right too much, lost control and hit the tree and then hit the van that is passing by or due to other reason.
As there is no police on the scene so the owners continue to try to settle on their own. In the 10 minutes that I was there I didn't get much from arguments from those involved so I just walked home and thinking how many more such accidents waiting to happen in that traffic junction.
When I reached the traffic junction, I saw a red MyVi collided with a small van. I have no idea how this could happen as the MyVi was out of position from normal traffic flow.
Well I was curious so after I parked my car, I walked out to the scene of the accident as a large group of people already gathered there.
I asked one of the guy who was already there before me what happen and it seems the small car hit a tree and then slammed into side of the van. The impact has crumpled the front of the small car and debris were lying everywhere.
All I can hear is that a group more than 10 Chinese national arguing over who should pay for the damage and it seems they couldn't agree to the terms of settlement. The whole road leading out of to the main road was blocked by the cars and people talking in the middle of the road.
A tow truck was already at the scene waiting for the drivers to decide what to do. Because of the accident, the traffic junctions had jammed up because of curious passer-by slowing down to look at the scene.
I have no idea if the accident is due to the small car jumping the red light and swayed right too much, lost control and hit the tree and then hit the van that is passing by or due to other reason.
As there is no police on the scene so the owners continue to try to settle on their own. In the 10 minutes that I was there I didn't get much from arguments from those involved so I just walked home and thinking how many more such accidents waiting to happen in that traffic junction.
Friday, April 9, 2010
Why Do These Drivers Jump The Traffic Light Everyday?
I was in Penang three weeks ago and also was in Singapore last week and not once I saw anyone jump the red light. However when I am back to my own home, I am just embarrassed to see that drivers jumping the red light is a common scene in my own home town.
I don’t know what has happen to these Kuala Lumpur drivers but it seems a lot has started to take the law into their own hand. Maybe it is probably their attitude of “no one will catch me” so I don’t have to follow the law. It could be because their lives are so hectic that they don’t even have times to wait for that red light.
When I was in Penang I covered the entire east side of the island from north to south. Not once in any of the traffic lights that I have waited did I see anyone jumping the red light. Some areas like Batu Ferringi and Batu Maung has light traffics and every one waited for the light to turn green.
While I was in Singapore, I drove to Tao Payoh area to meet a friend and then went into the city and no one is breaking the law. Even as I was leaving the island using the Ayer Rajah Expressway I see that drivers are queuing to go into each traffic interchange and no one jump the queue like what I see in Kuala Lumpur.
On a daily basis coming back to my house I see so many drivers don’t even bother with the red light and just drive on. Of course there are many that obediently abide by the law and waited for the light to turn green before they drive on but there are just too many that don’t bothered. What is sad is that some of these drivers who jumped the red lights are residents of the condo that I am staying in.
I just got my first entry level DSLR which is supposedly has many features that used to be available only in the pro-level camera. So I thought why not try it on these drivers and see if I can capture a clear image with it. Here are some cars that I caught jumping the red light in the 10 minutes span that I was there.
Since this DLSR also boost a full HD video capability, let try to record a video and see how does it performs in capturing the images of cars jumping red lights. Well it comes out very well on my PC and I hope after conversion to FLV format it is as clear as well.
I have no doubt that these drivers will never dare to jump the red light in the city centre. They know the risks of doing that. However in this particular traffic junction, there is one section that has no through traffic. These drivers are just so impatient that they think they can risk their life and jump the red light instead of waiting for a clear signal.
Another factor is probably that since someone is doing it, why not me. Therefore it becomes a habit for them to just do it every day because they are used to it. On a daily basis, I see men, women, student of the nearby medical university, lorry drivers, school bus driver i all sort of cars are breaking the law.
I don’t expect the authority to come to this part of the town so I don’t think this will deter those drivers from continue to do it daily. Maybe the authority should consider programming the traffic lights so that the section that has not through traffic will turn green in a shorter time. I can see that drivers are impatient because it takes too long for the lights to turn green when there is no traffic coming from that section.
With more condo coming up in this area, I think this traffic junction is going to become very busy very soon so I wonder if these drivers will continue to jump the red light anymore.
I don’t know what has happen to these Kuala Lumpur drivers but it seems a lot has started to take the law into their own hand. Maybe it is probably their attitude of “no one will catch me” so I don’t have to follow the law. It could be because their lives are so hectic that they don’t even have times to wait for that red light.
When I was in Penang I covered the entire east side of the island from north to south. Not once in any of the traffic lights that I have waited did I see anyone jumping the red light. Some areas like Batu Ferringi and Batu Maung has light traffics and every one waited for the light to turn green.
While I was in Singapore, I drove to Tao Payoh area to meet a friend and then went into the city and no one is breaking the law. Even as I was leaving the island using the Ayer Rajah Expressway I see that drivers are queuing to go into each traffic interchange and no one jump the queue like what I see in Kuala Lumpur.
On a daily basis coming back to my house I see so many drivers don’t even bother with the red light and just drive on. Of course there are many that obediently abide by the law and waited for the light to turn green before they drive on but there are just too many that don’t bothered. What is sad is that some of these drivers who jumped the red lights are residents of the condo that I am staying in.
I just got my first entry level DSLR which is supposedly has many features that used to be available only in the pro-level camera. So I thought why not try it on these drivers and see if I can capture a clear image with it. Here are some cars that I caught jumping the red light in the 10 minutes span that I was there.
Since this DLSR also boost a full HD video capability, let try to record a video and see how does it performs in capturing the images of cars jumping red lights. Well it comes out very well on my PC and I hope after conversion to FLV format it is as clear as well.
I have no doubt that these drivers will never dare to jump the red light in the city centre. They know the risks of doing that. However in this particular traffic junction, there is one section that has no through traffic. These drivers are just so impatient that they think they can risk their life and jump the red light instead of waiting for a clear signal.
Another factor is probably that since someone is doing it, why not me. Therefore it becomes a habit for them to just do it every day because they are used to it. On a daily basis, I see men, women, student of the nearby medical university, lorry drivers, school bus driver i all sort of cars are breaking the law.
I don’t expect the authority to come to this part of the town so I don’t think this will deter those drivers from continue to do it daily. Maybe the authority should consider programming the traffic lights so that the section that has not through traffic will turn green in a shorter time. I can see that drivers are impatient because it takes too long for the lights to turn green when there is no traffic coming from that section.
With more condo coming up in this area, I think this traffic junction is going to become very busy very soon so I wonder if these drivers will continue to jump the red light anymore.
Wednesday, April 7, 2010
Want To Upgrade The Rims and Tyres of Your Toyota Alphard
Once an owner found his giant (Toyota Alphard), one of the most common upgrade the owner looking for is what size of rims and tyres to upgrade to. I got this question quite often from my readers too.
This is the standard rim for AX/MZ/MZ/MZG. It is shod with 205/65/R16 tyres.
The PFL AS and MS has 17-inch rim with 225/55/R17 tyres. This is the PFL 17-inch rim.
The NFL AS and MS is also shod with 17-inch rim but it has a cleaner design as shown below.
I have tested both the 16-inch and 17-inch fitted on the giant and I feel there is much different in the ride quality. The 17-inch will feel slightly heavier because the rims and tyres are both heavier than the 16-inch set up. Also the extra 20mm contact patch on the 17-inch will give more rolling resistance so it will take a little bit more effort to get the tyres moving but not a lot.
If you want to upsize the rim, then the next option could be 18, 19 or even 20-inch. The correct tyre profile for each should be 235/50/R18, 245/45/R18 and 255/35/R20. Of course, the bigger the rim, the unsprung weight will be higher. Also lower profile tyres will have harder side wall so the ride quality suffer as it will be harsher compared to the stock set up.
There are many rims available in the market that fits the giant. You can choose either the Made-In-Japan rim which is more expensive than those made in Taiwan OEM rim. Just make sure that the rim has a PCD of 114.3.
Another commonly asked question is should the owner choose staggered rim set up. If you own a 2WD model, then it doesn’t really do you much good since it is a front wheel drive car so you are not getting much traction from the real wheels at all. For 4WD model, the traction switches between 2WD and 4WD so there is not much functional advantage in having larger rims and tyres at the rear.
Also beware that offset of the wheel mount is not very deep so if you are using staggered rim, the rear tyre should not be too wide. Otherwise, if it goes beyond the wheel arch, you will not be able to lower your car at all. One AOC member shod his rear rim with 275/50/R18 and it does look very cool with the tyres sticking out if view from the back of the car, but he can’t lower his car at all as the wheel arch will hit the tyres.
One interesting question that comes to me is what’s the biggest rim size that can fit into the giant? Well an owner I know of fitted a 22-inch rim with 30 series tyres. It look so cool with this set up but it also cost a ton of money to own it. He drives his giant daily and he hasn't complain about harsh ride at all.
This is the standard rim for AX/MZ/MZ/MZG. It is shod with 205/65/R16 tyres.
The PFL AS and MS has 17-inch rim with 225/55/R17 tyres. This is the PFL 17-inch rim.
The NFL AS and MS is also shod with 17-inch rim but it has a cleaner design as shown below.
I have tested both the 16-inch and 17-inch fitted on the giant and I feel there is much different in the ride quality. The 17-inch will feel slightly heavier because the rims and tyres are both heavier than the 16-inch set up. Also the extra 20mm contact patch on the 17-inch will give more rolling resistance so it will take a little bit more effort to get the tyres moving but not a lot.
If you want to upsize the rim, then the next option could be 18, 19 or even 20-inch. The correct tyre profile for each should be 235/50/R18, 245/45/R18 and 255/35/R20. Of course, the bigger the rim, the unsprung weight will be higher. Also lower profile tyres will have harder side wall so the ride quality suffer as it will be harsher compared to the stock set up.
There are many rims available in the market that fits the giant. You can choose either the Made-In-Japan rim which is more expensive than those made in Taiwan OEM rim. Just make sure that the rim has a PCD of 114.3.
Another commonly asked question is should the owner choose staggered rim set up. If you own a 2WD model, then it doesn’t really do you much good since it is a front wheel drive car so you are not getting much traction from the real wheels at all. For 4WD model, the traction switches between 2WD and 4WD so there is not much functional advantage in having larger rims and tyres at the rear.
Also beware that offset of the wheel mount is not very deep so if you are using staggered rim, the rear tyre should not be too wide. Otherwise, if it goes beyond the wheel arch, you will not be able to lower your car at all. One AOC member shod his rear rim with 275/50/R18 and it does look very cool with the tyres sticking out if view from the back of the car, but he can’t lower his car at all as the wheel arch will hit the tyres.
One interesting question that comes to me is what’s the biggest rim size that can fit into the giant? Well an owner I know of fitted a 22-inch rim with 30 series tyres. It look so cool with this set up but it also cost a ton of money to own it. He drives his giant daily and he hasn't complain about harsh ride at all.
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