On-The-Job AOC-Notes

People don’t follow people (managers), they follow vision.

The key to a successful management team is not in its ability to tell people what to do but in its ability to help them align their vision with that of the overall organization

A sense of purpose refers to a mission and vision.

Do not reinvent the wheel.

If we expect or desire different results, we must do things differently.

It is much easier to plan for change that to change plans.

Responsibility = leadership + accountability

As you communicate with others, ask yourself these three questions:

1. Why are you here,
2.    What do you want, and
3.   What have you learned?

Managing an operations from behind a desk is a very dangerous thing. To be understood, your values must be seen on the shop floor by your actions and involvement in day to day activity, not by your title or level of your education.

Values includes such things as: 

1. .     Involvement and participation
2. .       Continues improvement
3. .       A focus on people
4.          Maintaining levels of quality

5.       Exceeding customer expectations and
6.       Maintaining an awareness of customers

BPI's Very Slow Service

Nov. 24, 2015

It was a disappointing experience today 11-24-2015, when I went to a BPI near our office.  I went to their automated teller machine and punch-in there my transaction (to deposit a small amount to my account).  I was number N177. The self-service machine dispense that number at 13:28.  I saw on their electronic board that they were serving N173.  I thought that in due time I will be called to be served.  There were few people - I think we were less than eight.  I choose to remain standing since I am very confident that I will be called at not less than five minutes.

After five minutes, I am still waiting and that no movement is going on.  I tried to look around and I saw that there were only three tellers out of the five windows serving.  On window number five, I notice that the teller is not serving any customer but she is counting money maybe for her closing report.  The teller on counter four is serving a customer that is taking too long.  My assumption is this customer has a lot of transactions.  The teller on counter three is closed and has a notice saying - "next window please". There is a teller servicing customer complaint on window two and it is the window too for senior citizen as indicated by the acrylic table signage and window one is vacant.

After an agonizing seven minutes, the teller on window four called number N174.  Again, it takes another waiting.  Moments seems like a lifetime.  The teller on window four keep on calling her supervisor for an "override".  She might be new to her job and making a lot of errors.

My patience is getting the worst of me now since it was already ten minutes and I was not getting any progress. My I still hold on.  What a service they are doing and nobody is minding at all.

At 13:49 I finish my transaction. I am exhausted out of frustration. It takes 21 minutes from N173 to N177.