SERVICE STORY: My LIC days.
PG.POOCHERY
Once again let me think aloud, what is 'efficiency'. It is the "competence or the ability to do something well or achieve a desired result without wasted energy or effort".
I found some competent managers at the local accounts department and also in a branch office.
They lacked initiative. Beyond doing a work in a particular manner, they could not give a thought why they have to do it.
Unfortunately, I would say, that is the organisational culture. Nobody is taught to ask questions why a particular work is done or not done?
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It was observed that an assistant was always busy in a department. He had bundles of cheques before him on his table. From morning to evening, he entered particulars of these cheques in a register and at the end of the day, these cheques were forwarded to the nearby branch office. At the branch office, the process of making entries was repeated.
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What was more surprising was the fact that these cheques were received every month from different government offices functioned in the branch area.
When the branch was opened, servicing of these policies was transferred from divisional office to the branch. Ever since it was the practice to forward the cheques for payment of premium from divisional office to the branch office.
Believe it or not, let me tell you, this practice continued for about ten years.
Nobody thought for a moment why these cheques were received at the divisional office. Again it was nobody's concern at the branch why these cheques were invariably received at the branch duly redirected from the divisional office. For all of them it was just a work. They had enough time to do it.
One day that relevant question was asked: why these cheques were being received through the divisional office every month? Letters were written to offices which sent these cheques to the divisional office. There was follow up. Within a couple of months the problem was solved. Result: That poor man at the accounts department was rendered jobless.
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Had it not been for this initiative and intervention, this practice would have continued as an office procedure for years to come.
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And, say in the year 2050, a person visiting this department would have seen a poor assistant still engaged in writing in a register with bundles of cheques lying before him.
And at the other end in the branch office, another assistant would have entered the same particulars of cheques in a register, without a remorse or a question being asked.
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After all, work is worship!
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