Bureaucratic Arrogance Still Overflowing in Public Sector


By
Praveen. P
S3 MBA
Jawaharlal Business School
Kerala
 


We people are always talking about consumerism.  It is a social movement to augment the rights and powers of buyers in relation to sellers.  As a result of this, consumer is regarded as King in the market.  Very nice to say and hear all these things.  But when we come to the real life is it happening so? Do the customer is considered as 'King' or 'King Kong?'

I would like to share with you one of the bitter experience which I had experienced in my life.  Once I went to the ATM counter of a leading nationalized bank to draw cash.  Normally I do not go to that particular branch because of their efficiency and speed in their operations.  So far I could not see any one who share good remarks about that branch.  Well, let's continue, I have inserted the card and entered the amount to withdraw.  Then it was displayed that 'your transaction is being processing' and the message came 'Please collect cash'.  But nothing comes out of the machine as cash except the message.

Within seconds the card so inserted gone in and did not come out.  Actually that machine had some technical problem.  Then I went to the branch, it is adjacent to the ATM counter and told the matter.  Then the person who was in charge of that told me come after 1 hour because he was busy, it was almost 11.15 A.M then.  I went to the branch again at 12:30 P.M. then he told me he had no time to take it out and asked me to come on the next day.  Finally I got it on the next day only.  Actually I had no immediate requirement of cash at that time.  Suppose if there was one who was in need of cash urgently instead of me, what will be his position?  If the same incident was happened in any private sector bank, I might have got the cash even within 30 minutes.

By this incident I don't want to stereotype all public sector organizations are like this.  Because there is another public sector bank near to this, who are always treating their customers loyally.  That is supposed to be the first choice of every one in that locality.  After that incident I have not gone to that branch.  Few days before I had to apply for an examination.  The fees has to be paid through the branch of that particular bank only.  I have given the examination fees to one of my friend and he had paid the amount on behalf of me through the branch of the same bank but which was 15 kms away from my locality.

With this arrogant attitude no organization can go forward for long.  Customer satisfaction is more important in service sector as compared to manufacturing sector, because the speed of response will be high here.  Now a days organizations are trying to "building bonds beyond business." So unless they change, they will not be there to change.
 


Praveen. P
S3 MBA
Jawaharlal Business School
Kerala
 

Source: E-mail September 24, 2011

 

           

 

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