Saya katakan hikayat kerana ianya cerita yang bermula dari filosofi dan tabiat perniagaan KTMB yg bercelaru disebabkan pegawai atasan yg kurang cekap dan mahir.
Firstly, let me introduce myself as far as railway service in Malaysia is concern. First and foremost I am a railway fan that have been a loyal customer to KTMB. For 13 years I have taken the good, the bad and the ugly of KTM Komuter services everyday to work. On top of that since I was 5 years old I had been using the intercity services for my travels in Malaysia. At least I would take an average of 4 times a year to travel in Malaysia by train when most of my friends and family members do not even want to think of taking one. Of course over time I met the like minded personalities yg gila keretapi like me. We grew up in a group as train fans and occasionally organise our own trips to Kelantan or up north by train. We even did CSR projects with the train communities along the east coast line. We go nuts with anything about trains. In short we are not your normal Malaysian who takes train to balik kampung. We are fans who love everything about trains. I am not asking for KTMB to treat us like kings but don’t you think we deserve a decent treatment if not better like any other customers? Well! KTMB do not think so.
The trigger of this hikayat adalah our pengalaman yg ingin menyewa SK2 untuk aktiviti merasa perkhidmatan tersebut sebelum ia ditamatkan. Berdasarkan kepada iklan diatas kami telah menghubongi pihak KTMB and setelah berbincnag telah dipersetujui dgn bayaran deposit untuk menyewa SK2 untuk perjalan kami dari JB Sentral ke Tumpat. Memandangkan SK2 itu akan balik semula kosong pihak KTMB yg kami telah berurusan telah mempelawa kami untuk menggunakan SK2 untuk perjalanan balik dgn sedikit diskaun. Kami telah bersetuju.
Sebagai peminat keretapi yg teruja nak naik SK2 kami telah mebuat bayaran dan persediaan untuk perjalanan. I mean we came from all walks of life and most of us are working. Thus we need to apply for our leaves and to make additional arrangement to travel to JB to board the SK2. Mind you one of us has to travel from Terrenganu. All these were done in excitement and anticipation of the ride. To railway fans like us this is once in a lifetime opportunity. However it was not meant to be, just because a certain senior management of KTMB who is clueless about his role and responsibility. I say clueless because he did not even know the service exist and the price for the service. Just imagine you as a worker trying to create a business for your business unit and your boss did not event give a damn. We were made known that he does not even go to meetings. What kind of management style is this?
In fact he got to know about us renting the SK2 by accident. It happened that the SK2 was wanted by KTMB’s management on the same day of our proposed travel date. To cut the story short he did all things possible to deny us the service at the same time saving his skin. Among others he asked for us to list down our occupation. What!!!????. the first time in history I was asked for my occupation when I want to use a transportation service to travel. I have boarded train services overseas and not to mention the flights that I have taken and not even once they ask my occupation.
Well, personally I am no stranger to this misadventure with KTMB services and management style. If you use google to search the Net to find all the complaints about KTMB and its services you can do your PhD. Worse on FB and other social media. I am not surprise if some of their staff are also fed-up with the incoherent management direction. From the many postings and based on my own experience using the service I deduce the followings;
- No proper strategy. If any they are flip flop and poorly communicated to their staff
- No or lack of proper communication strategy especially in managing crisis
- No coordination in business and almost all silos. Clearly indicated by their tagline On Time Every Time
- Silo loyalty programme if any. Some do not even know the meaning of customer loyalty
- Clueless top management for Intercity Business
Last but not least for the sake of train service in Malaysia and KTMB I’d love to be proven wrong.
To be continued.