My Bank Islam

3 cases:

Case1. Lady A is a  retailer in a hypermarket. She has been in business for almost 6 years here. Business hours: 9.30am - 10.00pm daily. Shop is allowed to close for public holidays only 2 days in a year. Daily receipts must be banked in daily after closing. The main reason is the need to cover various cheques issued to suppliers. She has accounts with BANK ISLAM, since ... ever. Now, several bank-in facilities (Cash Deposit Machines) are available in the vicinity but not of BANK ISLAM. Staff must bank-in daily. For a couple years numerous suggestions and feedback were forwarded through various means (feedback forms addressed direct to the CEO, direct feedback to the managers, the bank's facebook) to BANK ISLAM. But to no avail. Despite this, Lady A said to herself - sabar, sabar. Nak buat yang elok memang susah. Banyak dugaan. Kalau kita tak support BANK ISLAM, siapa lagi - maka sabarlah tahun demi tahun. Manager bank pun berkata yang cawangan akan di wujudkan soon, tahun depan, pertengahan tahun, awal tahun, tahun demi tahun. Lady said, the micro and small businesses just need a cash deposit machine (CDM) for banking in, that's all. Finally, the Lady gave up and start looking for an introducer to open another account with a bank close by. MAYBANK to be specific. And that led to Gentleman B.

Case 2. Gentleman B is also a retailer in the same hypermarket. He is a successful Franchisee to a leading Franchisor. And has been in the market for more than 10 years. When Lady A requested him for an introduction to the bank, he expressed his shock - you are still with BANK ISLAM? Saya dah lama give up...I've account with both RHB and MAYBANK.

Case 3: Gentleman C is a retailer/wholesaler in the same locality. Also supports BANK ISLAM. Now, he is also finding it necessary to open a current account with MAYBANK. He requested Lady A for an introduction ...to MAYBANK.

Lessons Learned:

1. The requirements of Micro and Small Businesses are important considerations that BANK ISLAM should not overlook. They are an important part of BANK ISLAM's community to support the move towards a more independent ummah.

2. Bank managers stated that their hands are tied. Their views are not strongly considered, so it is best that customers write in themselves to be considered. However based upon the above, it can be concluded that even the customers' voices are not going through. Now, what does customer-centric and customer-centred approach means.

3. Excluding the feedback and sabar grace period, the above incidents occurred within these past 3 months. And it is not even a formal research!...

4. Finally, I just wish for Tan Sri Ismail Adam (BANK ISLAM's Board Member) to read this. Why Tan Sri? Because he was previously of  National Productivity Centre and hopefully would understand customer need better.  Let's see. Terima Kasih to the reader who leads this to him.

May BANK ISLAM learns the art of listening and responding.

Terima Kasih.

Kemungkinan

Salam Semua,


Muka yang manakah yang ingin kita tunjukkan.

Muka yang kita lihat dicermin itu samakah dengan muka yang kita halakan ke umum.

Benar belakakah kita ini.

Tepatkah perkataan kita.

Bersihkah denyut-denyut nafas yang mengiringi pertuturan kita.

Biarkan air mengalir terus, jangan diempang dengan kemungkinan.


Terima kasih

Kalau

Satu perkataan yang mencetuskan pelbagai emosi...

'Kalau' itu hanya sebutir perkataan.

Umpama Pisau, sebutir alat... buat menghiris daun dan ulaman...
penyedap rasa ... penambah selera... pembuka bicara...

Begitulah 'Kalau'...

Emosi menjadi Rasional apabila:

1. 'Kalau' yang bersandarkan perkara yang sudah berlaku, menjadi "lessons learned" untuk penambahbaikan berterusan (continuous improvement); ( Pengurusan Kualiti, Pengurusan Projek).

2. 'Kalau' yang bersandarkan perkara yang belum berlaku, menjadi alat (tool) untuk "scenario planning" ... beyond that of strategic planning...

3. 'Kalau' digunakan dalam aliran carta (flow charts) for the various options when conditions are not met.

Yang menjadi Emosi, apabila ,Kalau' digunakan untuk mencari kesalahan dan sebagai alat untuk tuduh menuduh... as in " Kalau you tak buat perkara itu, this thing would not have happenned."

Atau, 'Kalau' yang menyemarak emosi di kedai kopi...'Kalau' yang sangat merugikan diri dan anak bangsa...