A MONTHLY SUPPLEMENT OF RAKAN SARAWAK BULLETIN (People, events, activities and programmes which make for a total quality-managed Sarawak Civil Service) ISSN 1394-5726

Online Publisher:          Contents provided by:	WHAT WENT WRONG. A private sector consultant was doing an analytical report on the status of an industrial sector in Sarawak. Knowing that there is a certain semi- government agency which deals with matters relevant to that particular industry, she tried to get in contact with Ms. X, the agency's public relations officer. The following is what transpired between Ms. X and the consultant. Consultant: (on the phone with Ms. X) I need some information on the _________ industry in Sarawak for report which I am compiling for a company which is interested to invest in Sarawak. I believe that you would be in a position to advise me on where I could source some reliable and accurate information. Ms. X: "Okay, come to the office after lunch." The consultant arrived on time after lunch. X wasn't in but the receptionist asked her to wait in the library. One hour and three magazines later, the consultant was still waiting. She wandered back to the fronts desk. Receptionist: "Oh, X isn't back yet. Can you wait a while longer?" Consultant: "I am sorry but I really must go. Please tell Ms. X that I have another appointment and that I', sorry I couldn't wait for her." The phone at the front desk rang. Receptionist: "Excuse me, but Ms. X has arrived. She is now ready to see you at her office upstairs." In Ms. X office: Ms. X: "What can I do for you?" Consultant: "(repeating what she has earlier explained to Ms. X over the phone) I am compiling a report on the _ _ _ _ _ industry of Sarawak for one of our clients who is exploring investment opportunities in Malaysia. Since your agency is involved with the _ _ _ _ _ industry, I would appreciate it if you could suggest some companies whom I could talk to. Ms. X: "Yes, of course, I can help you." (She pulls out a directory and flips over the pages.) "Oh, here's a company in Bintulu." Consultant: "What does the company deal with? What do they produce"? Ms. X: I don't know." Consultant: "Who would be the best person I could speak to in the company? Who is the managing director?" Ms. X: "I don't know." Consultant: "Are they well known in the _ _ _ _ _ industry?" Ms. X: "I don't know." (Then, flipping open the directory again) "Oh. look, here's another company in Miri." Consultant: "Can you tell me something about the company? Ms. X: "No, I do not know anything about the company."   There's no prize for guessing what kind of report the consultant filed as a result ot this interaction. Considering that Ms X was the public relations officer, one would conclude that she was used to dealing with request for information similar to what the consultant has requested and that she would have been able to assist the consultant ably and competently. Needless to say, she would have helped make a good impression for Sarawak if she had only performed her job efficiently. Sadly, her ignorance and he inefficiency must have led to a false impression of Sarawak, seriously hampering the efforts of other competent and dedicated civil servants working hard to promote Sarawak's investment opportunities. In a professional civil service organisation, incidents similar to the above story should no occur. Every staff must realise that what he or she does affects the entire organisation, and consequently the whole country.
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