THE LEGEND - Sihir Jonan Di Tubuh KAI

Summary

The speaker shares his personal experiences and insights while working in the Indonesian railway sector, focusing on challenges and changes. Initially skeptical about taking on the role, he highlights the importance of customer-focused service, hard work, and mindset transformation within the organization. Through various reforms, including improving facilities like toilets and enhancing employee benefits, the speaker emphasizes the significance of modernizing services for public satisfaction. His story reflects the broader theme of leadership, perseverance, and the pursuit of operational excellence in a public service environment.

Takeaways

• 😀 The speaker emphasizes the importance of customer-oriented services over product-oriented approaches in the railway sector.
• 😀 A focus on improving the mindset of employees is crucial for successful transformation in public services like the railway system.
• 😀 The speaker reflects on their personal experience with railway operations, particularly the challenges of managing staff with minimal formal education (many employees had only completed elementary or middle school).
• 😀 The importance of hard work is highlighted, citing Thomas Edison’s quote that no success can replace diligent effort, regardless of one's education or IQ.
• 😀 Modernizing public services, like the introduction of air-conditioned trains, is necessary to meet the growing expectations of customers, ensuring safety and comfort.
• 😀 The speaker believes that clean and well-maintained public toilets are symbolic of a nation's progress, highlighting their role in the modern world.
• 😀 Personal experiences, such as the speaker’s first-hand encounters with the challenges of the rail system, underscore the need for operational improvements.
• 😀 The speaker discusses the personal and professional growth that comes from stepping into roles outside one's expertise, such as in railway management.
• 😀 There is a strong call to action for improving internal discipline within organizations to create order and efficiency before managing external customer expectations.
• 😀 The speaker shares insights into the drastic increase in employee compensation at the railway company, attributing this to the efforts to modernize and improve the system.

Q & A

What was the speaker's initial reaction to being offered a role in the Indonesian railway sector?

The speaker was initially shocked and somewhat skeptical about the offer. They were not from a transportation background and questioned whether they could succeed in the role, which led to discussions with family and colleagues before accepting the challenge.

How did the speaker approach the task of improving the railway services?

The speaker approached the task from the perspective of a customer, focusing on identifying the needs of passengers. They believed that customer feedback was vital for improvement and worked to transform the mindset of employees to prioritize customer satisfaction.

What challenges did the speaker face regarding the workforce within the railway company?

One of the key challenges was the educational background of many employees, with a significant portion having only completed primary or junior secondary school. The speaker was concerned about whether these employees could effectively implement large-scale changes.

How did the speaker view the importance of hard work in achieving success?

The speaker emphasized that hard work is essential to success, quoting Thomas Edison’s belief that no amount of education or intelligence can replace the value of hard work. They also pointed out that many successful individuals did not have formal education or completed their schooling.

What shift in focus did the speaker aim to implement within the railway company?

The speaker aimed to shift the company’s focus from being product-oriented to customer-oriented, meaning that the services should cater to customer needs, rather than focusing solely on what the company could provide without considering passenger preferences.

Why did the speaker emphasize the cleanliness of toilets in the railway system?

The speaker considered the cleanliness of public toilets to be a symbol of modern civilization and an important aspect of customer service. They believed that if this basic service could be maintained well, it would set the tone for improving other areas of the railway service.

What changes did the speaker advocate for in the railway's physical infrastructure?

The speaker advocated for replacing older, non-air-conditioned trains with newer ones that were equipped with air conditioning. They recognized that passengers were enduring extreme discomfort, and providing air conditioning was a step toward improving service quality.

How did the speaker personally experience the conditions on non-air-conditioned trains?

The speaker personally experienced the harsh conditions on non-air-conditioned trains, noting that passengers often resorted to riding on the roofs due to the unbearable heat inside. They used this experience to push for improvements in train comfort.

What role did the speaker believe internal discipline played in the success of railway improvements?

The speaker believed that internal discipline was crucial. They argued that if employees could not maintain order and cleanliness within the organization, they would be unable to manage external customer expectations effectively.

How did the speaker manage the financial and personnel aspects during their time in charge?

During their tenure, the speaker increased employees' salaries significantly, with some workers seeing their take-home pay rise by multiple times. This was part of the broader strategy to boost morale and encourage employees to fully support the transformation efforts.