I am teaching the subject on suggestion scheme, I always look out for company or organisation who implemented the scheme.By the way, I have changed my programme name to Staff Improvement Scheme (SIS). The reason is very one can suggest. What I am interested in is implementation of the ideas or suggestions.
Last week, I spotted a suggestion box at Brunei Airport. It was big and transparent (See photo). I believe they are serious about the scheme. Unfortunately I do not have anything to suggest as the service is okay, the environment is clean.
I hope the box is a "live" suggestion box and is not for show.
7 comments:
"The reason is everyone can suggest."
In your experience, would a transparent suggestion box "invite" more suggestions (maybe less trash) than an opaque one?
Unfortunately, it is a natural tendency for people to drop complaints when they are upset than to make constructive comments/suggestions to improve their experience.
Perhaps you can drop a suggestion to relabel their Suggestion Box to "Help Us to Service You Better".
Maybe that will set people thinking and give some suggestions. :)
Dear Kevin,
Thanks for your comments.
You asked me whether it is better to have a transparent or opaque one. In my opinion, transparent is better because you can see through it.
I like your idea of labeling the box to become "help us to serve you better". By doing so, people will be more willingly to come forward for their ideas. I should have submitted the suggestion on this.Of course, the service provider must also keep the contributor informed of the statue of their ideas/suggestions.
Regards
pehsk
The empty transparent suggestion box implying two things, one is that the airport has improved so much that it needs no further improvement, and the other reason could be people merely judge things by its outward appearance, which I think is wrong. Take for example the giant motor car producer Toyota. It has received millions of improvement suggestions through the years, and yet the flow goes on, truly practising the kaizan principles. How does the company make this possible? It is because it is seeing kaizan from different perspectives in term of: softwares and hardwares improvement, R&D, creative designs, customers demands, aales and marketing strategies, and so forth. These multiple approaches to resolve problems needs continuous flow of improvement ideas.
Dear Peh - I remember critizing a huge hypermarket in AMK for not acting on my suggestions. I am happy to note that they have finally acted on my suggestion: to warn customers when their trolly pushers move around with their long trailer of trolly haphazardly, in a frantic manner, in the midst of unawared customers, (including kids and old people), whereby endangering customers. The hypermarket now instructs trolly pushers (at AMK) to use a sound-buzzing electronic device to alert the customers of their approach.
Dear Zen,
You may consider sending them a thank you note for implementing your idea.
Regards
pehsk
Peh - You are right to point out that I should send a thank you note to the management, but the problem is that they did not acknowledge my suggestion in the first instant. Just imagine a govt related company which puts up a suggestion scheme but fails to implement the process sequence properly. In short, the management is slip-shod in this area.
I also copied this to the SuggestionBox.com Photo Blog. It is fascinating to see suggestion boxes from around the world.
http://blog.suggestionbox.com/2008/11/23/suggestion-box-at-brunei-international-airport/
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