Trai-N-master

When one talks about someone is coming of age, he/she refers to a person's transition from adolescence to adulthood. However, recently I have discovered another meaning of this term. For some of us, reaching adult means reaching a certain level of maturity, both in action and in thinking; emotionally and intellectually. Being an adult and growing old is not the end of the maturity stage.

From early twenties till the day we die, there are many levels of adult coming of age. I am not sure if anyone has studied the various stages (pardon my ignorance; please enlighten me if there has been studies on this subject. I would like to learn more). In my personal opinion and observations, I have seen some friends reaching various stages of their adult life. You can see them more composed in the words and actions and you have the feeling that this person has attained some form of "enlightenment" or "nirvaana" as the Buddhists or Hindus call it.

In my personal experience, I myself has been struggled internally. Worries, fears, uncertainties, etc. have clouded my judgement and actions and in certain ways, the way I have carried myself. While I have achieved my goals that I set in 1998, I am still feeling insecured. There is something in me that I will lose by not letting go. Someone told me that there is nothing to lose by letting go. It is already yours and no one can take them away from you. NEVER. It's my experiences and knowledge. Having fought so hard to build over the last 12 years, I am worried that others will be better than me. But, this person's words put me at ease. What is in you stays in you. No axe can break you apart and take it away from you. True. Hence, my focus has been to disseminate the knowledge and share the experience with others. I found it rewarding to pay it forward (remember the movie by Kevin Spacey, Helen Hunt and Haley Osment)

2 weeks ago I decided to visit some friends in Bangkok, which I had delayed for more than 1 year. On my way to the airport, I found a well-worn book. I flipped it and the title reads "How To Stop Worrying and Start Living" by Dale Carnegie. The title sounds interesting and what a timely find. There I was, still worried about many things and was about to make this journey to talk to my friends and to think about my life.

I was so engrossed by what Dale had to teach. Mind you, this book was published in 1948 and already people are learning to handle their worries. What a find. Throughout the one and a half hour flight to Bangkok and before going to bed, I thumbed through the pages, absorbing and reflecting on every words Dale used and the nuggets of wisdom he and others have to share. I am still reading but with a purposeful reflection on what was said and what I have done in the last 30 conscious years of my life (well, the first five years of my life was just filled with playful fun)

On my 31 hours rail journey back from Bangkok to Kuala Lumpur, I had all the time I need to think about myself - past, present and future. I am happy with what I have achieved and it is time to lock it up in a what Sir William Osler called "day-tight compartment". What is done is past. Achieve what you want to achieve and move on. The future looks gloomy for now due to the global economic turmoil but that is something beyond our control - it is so, it cannot be otherwise. But behind this gloomy outlook, there is always a silver lining in the cloud. Find that silver lining and reach for it.

A friend asked me recently if I am still worried. Confidently I said NO. Not because I read Dale's book and immediately throw out all my worries and start living. I am sure that's what Dale want each of us do, ultimately. But more, because I have come to my senses and hey, why let worry bother us when we don't bother about worry. I am a visual person. Visualisation is a powerful tool. By visualisation, you put yourself in a plane that you wish to attain and you will do all your might to attain it. Share that visualisation with others and I am sure they will help you to attain too. There is nothing more fulfilling that seeing someone succeed; what my Malay friends call "Tumpang Gembira".

I want to make that journey, now. And, before I start my journey, I would like to thank all my friends and family for supporting me all these years to reach where I am. My apology to those whom I have not been friendly for my less-than-perfect speech. All of you played your part in making me what I am today.

This is not race nor is it meant to be. This will be a journey to be walked together. At whatever stage we will reach, continue to cheer each other on.

 

 

 

Lately, there are many unhappy faces around me. And, it is not because of the global recession. Well, the economic downturn might play a part in adding to the gloom but I don't think it is the chief reason. No one got retrenched (so far) and I don't think there will be one (again, who am I to say that).

Companies reorganise themselves. Reorganisation is a way for a company to stay agile and relevant in face of competitions, increasing cost pressures and other list of reasons. You and me form the backbone of the company. Our skills need to be moved around to best fit into the new structure. I move around every 6 months, sometimes by choice, sometimes not. But, each move, it presents me an opportunity to be agile and relevant.

John C. Maxwell, in his book "The 17 Indisputable Laws of Teamwork", talked about the third law: The Law of the Niche - You Are Most Valuable Where You Add the Most Value. I found this advice timely. Let's take a good look at ourselves. Pause for a moment and see where you are today. How did you get here? What have you achieved in the last 5, 10, 15 or 20 years of your career or life? Are you happy? What have you learnt and could have done better?

I like to take stock of what I achieve at regular intervals. As a visual person, I think and imagine what the future is like and how I want it to be. While the end goal is in mind, the journey to get there is never a straight line. My last 12 years was certainly a colourful one. And, it was a reflection of what I set to achieve in 1998.

People asked me why do I look so energetic at work. So upbeat.

Well, my friends. The secret is PASSION. I love telecommunications and everything in it. But most of all, I deliver my best with passion. In my last 12 years in the industry and especially in the last 9 months, I have worked with men and women who are passion about their job. Yes, they showed their passion through dedication in delivering the best even though it means working extra hours or going beyond their job. There are many of them who were with me in my last two projects and together, we as a team deliver both projects on time and with minimal glitch.

I constantly showed my team members the light at the end of the tunnel because I see that light at the end of it. My role is to make sure they continue to see that light. As I stand at the end of the tunnel, I shone my torch on their legs and guided them to where I stand.

What you need to do it believe in yourself. Each of us are special in our own way. We have something to contribute and love what we do best. Find back that fire that ignites you and reborn like a phoenix.

Only when you do what you deliver your best and take 100% responsibility for what you did or are going to do, will you feel the sense of achievement. Continue to hold on to your vision, your guiding lighthouse, and you will reach your shore safely.

Recently, I caught up with Malek Ali, the media entrepreneur and founder of Malaysia's first and only business radio station - BFM 89.9. I have known Malek for 6 years; he was my boss. I asked what excites him and why he moved around between jobs and each of them unique. He shared with me his "secret". Treat each move as a project. A start and an end. Once you have achieved your goal, move on to the next one. This keeps your life interesting and you will look forward to the next.

I agree with Malek said. Look back at your achievements with pride and forward with great anticipation. I hope my friends out there will see the light at the end of their tunnel and reignite the fire in them.


Jimmy Low

I can now proudly say I have launched my first service - wholesale Fixed Wireless service in 5 months. 141 lines activated by 31st December 2008 and I made RM203 and 72 sen. Well, it is paltry but still an achievement for me, my team and Maxis. This is the first time Maxis launched the service on a wholesale basis. When I joined Maxis in 1997, I was part of the product trial team that experimented Ericsson and Nortel Fixed Wireless radio solution and terminals. The economics did not favour us. Costly terminals at US2,500 a piece and an infant GSM network.

 

11 years later, I chanced upon this opportunity again; this time to lead a team of wonderful IT, network, customer services and logistics support people to deliver this solution in 5 months. From revenue counting to revenue delivering, this was the moment I have been waiting for. I have thrown in my know-how and know-who in architecting and implementing the service. Of course, I could not have done it without my wonderful team of engineers and support personnel. A BIG THANK YOU to all of you!

 

This project was an enriching experience. Not only do I now lead a larger team but also cross-functional, from ISD, NEO, Customer Services, SIM card vendor and Procurement. John C Maxwell in his book - The 360 Degree Leader - wrote about leadership opportunities esp for middle managers. And truly, it was a 360 degree experience. To me, just like what Maxwell said, leadership is not just about being at the top. A leader must come down to the ground and walk with his/her people. I learnt so much from those I worked with. My prior knowledge got corrected as business knowledge and processes evolved. I knew more about a particular subject now than just a theory or pass-through knowledge. I played with the system and saw how it work and did not work. I saw it and experienced it as how I want my customers to experience the service. It might not be perfect but it works.

 

By being at the ground, you are working real-time. As a lead, your team members look up to you for decisions. Being there with them most of the time means decisions can be made faster. "Do it." "Let's think about the other options." "No, let's not do it." "I can't decide, let me speak to my bosses and give you a decision later.", etc. were common conversations in that implementation stage. There was no right or wrong answer. But, that was a clarity in direction and instruction. And, this is the most important part of leadership - Clarity in Thought and Direction. I am glad this project gave me that development exposure I needed.

 

As a former finance person, I must say risk was not something we welcome (no offence to my Finance friends. It is part of their job, in my opinion, to be more risk adverse. I was in their shoes before so I know what it was like). But my taste for risk has changed. I took calculated risks, weighted my options, consulted a few experts and made the call. Where I could not take that call, I recommend the risks to my bosses and they decided for me. In the end, to be able to launch this service by 31 December 2008 was my boss' call and I made it happened.

 

What have I learnt from this project? Get out off the office and walk the talk with your people. Be assessible to them. Sit with them and feel the pain that they are going through. Then, you will appreciate the long hours and late nights these people put in to make your project happened. Give them your ears as well as your heart.

 

What could I have done better? Improve the communication process. Sometimes, decisions were made with a selective few while unintentionally impacting others. Even if they are not affected, keep them in the loop. Document my requirements as early as possible and as detailed as possible. I did that but not as clear as it could have been.

 

141 lines and RM203.72 for a start. Not bad for a first timer. There is a lot of opportunities in this service. I am confident our partner will do well in selling this service to their customers. I am glad I played a part in their success story.

 

 

Jimmy Low

 

Today, marked exactly 2 months my new role as Service Manager in Carrier Services. It is a complete "new" career change. I have achieved my first career goal on my 11th year in telecommunication industry, a goal I set in 1998. And, now I have found my new calling to serve a new "God" - Service Management and I set to achieve this second career goal by age 40, 6 years from now.

 

 

 

I seem to have many thoughts while I am driving. I just can't shake them off my head.

 

Most of the time we say we want this and want that. There are too many "WANTS" and not enough needs. Think about it. Can you differentiate between "WANTS" and "NEEDS"? Do you want something for the sake of having it or do you actually need it?

 

This morning I shared with a group of friends a financial management programme from a small college. I knew this lecturer (not personally though) and the programme he runs. Thus, I felt that my engineer colleagues who are managers and senior managers would benefit from this programme. After all, it leads to ACCA recognition. I got a reply from one of them saying that he wished he could. I responded back "Depends if you want to or need to". His short response? "Hmmm ..."

 

Good. At least I got one person thinking about wants and needs.

 

At time, we are so engrossed with our work or other parts of our life that we have not stop briefly to consider what are the needs and wants. Take the above as an example. Do you possess a skill that you uplift your career to the next level or consider something that will bring incremental value to your skillsets? Do you make time and effort to acquire them? Do you feel a need to get them or can they wait?

 

I have a couple of friends and colleagues who are also pursuing their MBA. They have reached a point in their career that they need a change. To get out from the old mould and pursue a new career post-MBA. I congratulate them on choosing to fulfill their needs and hope the new knowledge they acquire will bring them to new heights.

 

What about you?

 

 

Jimmy Low

Exactly one month since I joined Carrier Services as Mobile Network Service Manager. This seems like a big title - Service Manager. I have never been a project manager nor involved in customer service. So, what should a Service Manager do or be is be alien to me. For the past 10 years I have been involved in anything money related but I do have a chance to mingle with product manegers, engineers and to some extend customer service folks. But, these brush experiences are not sufficient for me to claim mastery in the art of project or service management.

 

Nonetheless, I took this role as a new challenge. A chance to showcase, maybe a hidden talent or my own concept of what service management should be. On my way home today, Sara(-Jane Lo) of LiteFM.com.my quoted her partner-in-crime Pravin Karan (or better known as PK) as saying "To get somewhere you have to start by leaving." Wow, immediately this quote struck me. How true it is. Most of us are stucked where we are by our design. We CHOSE to stay put, within the boundaries of our comfort zone due to paycheck, benefits, refuse to accept new challenges. As a result, we complained about our job, bosses, colleagues, management, company, customers, spouse, etc. But, I chose to do something different. I could have gone back to Finance and do the same work that I left 1 1/2 years ago. People asked me why I made that move to Service Management role. That's huge change. Yes, in fact it is a TOTAL change.

 

I have come to accept the fact that for one to grow career-wise, one has to make a CONSCIOUS decision to step out of the comfort zone. Then again, why not leave the company if you want to get out. Maxis offers a wealth of opportunities within itself. Over my last 10 years, I have come in contact with many departments. Before I made this move, I took a piece of paper and drew a line across the page, splitting it into 2 halves. Bottom half represents support functions - Finance, Procurement, Customer Services, etc. I called this bottom half - BACK-END. For the top half - Mobile, Enterprise, Carrier Services, Broadband AND Outside Maxis. This top half - CUSTOMER-END. I spent 11 years of my career in the bottom half. Don't get me wrong. My nature and training, I enjoyed my years in these roles. The experiences and opportunities to work with CEO, COO, CFO down to engineers and technicians could not be bought. In other words, I was damn lucky to be given this exposure.

 

I scanned the top half and found that Carrier Services offer a great opportunity for learning and growth. My present role allows me to capitalise on my experiences and knowledge in finance, engineering and business skills to develop mobile services and interact with external customers. This is the missing puzzle in my career and one which will propel me to the next 10-20 years. There is no turning back now. Do I regret not going back to previous roles? NO.

 

Back to my earlier statement about service management. I see myself as a dreamer or a visionary. Maybe not as visionary as people like Richard Branson, Tony Fernendes, Bill Gates, Li Kah Sing or Lim Goh Tong all whom has built from nothing into something. But it is a start. I like to see a bigger picture of things. How things should end up. I have developed and put in place many tools which are still being used today in Maxis. I am a builder. In my new role, I want to build a new business which will help Maxis to grow (I will share this once my "business" is launched).

 

With zero experience in service management, I start from what I think service management should be. To me, as an individual, you should have values and principles that guide your daily actions. In my earlier blog - A New Journey Has Just Begun - I shared some of my principles and values. These are my concepts of Service Management. Service is as personal as yourself. Service is you. You define service, and service reflects who you really are.

 

For the last one month, I enjoy my role very much. As much as I want to satisfy my external customers, I am also direct with them in my expectations and what I can deliver. As days go by, I discover myself - perhaps, I am built for this role. My dad has been in the travel industry for as old as I am. I have great respect for him and his par-excellence approach in ensuring his customers leave and come back happy with wonderful experiences. This is particularly true in the travel industry where customer experience makes or breaks your business. I could say the same for telecommunications and other service-oriented industries where you interface with customers is almost 100%.

 

Even working with internal customers - bosses, colleagues and subordinates - you can also show the same level of service excellence. So, I leave you with this thought - Service Excellence Begins Within You.

 

 

Jimmy Low

 

 

What do you think?

 

 

Jimmy Low

 

P/S: Btw, I am not short. I am 175cm (5' 9"), just in case you're wondering.

Yesterday 31st July 2008 marked the 10th year and 3 months I am in tne telecommunications industry. I did not expect myself to be in this industry. When I started back in April 1997, Binariang (Maxis was it was known then) was an unknown company to me. Through a friend, I got an interview with my first boss, a Filipino Chinese by the name of Raymond Ho. We have a 2-hour lunch interview in Sunway Lagoon Club. For a good 2 hours, we chatted about education system in Malaysia, Australia, US and Philippines. At the end of the non-related talk, he popped a question that any fresh graduate would be dreaded to hear. Tell me what I should hire you.

 

Gulp, I had to think of an answer. I replied to him point blank.

 

"Sir, you know my undergrad university is not famous as Wharton (by the way, he used to teach finance in Wharton) (back then, what the heck was Wharton anyway?) but let take a bet. It will be a win-win bet for you."

 

"Hire me and I prove myself; after 3 months if I don't perform to your expectations, fire me" There is nothing to lose for you and for me."

 

2 days later I was hired and reported to Binariang on 13th April 1997.

 

Since then, my journey in Maxis was an exciting one. I considered myself "lucky" in many sense. Good supervisors and bosses. Friendly and approachable colleagues. And abundant opportunities to learn and contribute. I started in Financial Planning & Analysis (FPA), at that time a central planning and management reporting team. We were in charge of budgeting, business cases and reporting. In 1999, the FPA team split to GSM, Fixed and NEO teams. I went to GSM team on the same role. While I dealt a lot with Marketing and Sales people in the GSM business, I lacked one skill - engineering. Yes, to support the business you are in, you need to be an all-rounder. That was the missing piece in me. So, I told Ross Chia that I wanted to learn to get new skills. And, reluctantly he let me go and I was with Lucent for 1 1/2 years.

 

It was a good learning ground for me. I was involved in pre-sales and as the GSM/UMTS Regional Technical Centre is located on the same floor, I was closer to the engineers than to my other colleagues. They were my "sifu" (master) in engineering matters as I was theirs in finance/commercial matters. We learnt from each other and I am glad that those years of on-the-job technical training helped me in my later jobs.

 

I returned to Maxis in 2003 after the restructuring of Lucent Asia Pacific operations. I met Ross again and said that I wanted to come back. I rejoined Product Development and Management to support the team in business cases and reporting. Back then, PDM was a new step up with less than RM20m revenue. Today, it commands more than 15% of Maxis revenue.

 

But my true calling back from NEO Finance. The Head of Department approached me many times to join his team but I declined. But finally I did in July 2004. At the same time a new Chief Technology Officer joined us. I worked closely with Rolf Marthinusen and Lucy Tan who joined NEO FInance as the Head in  January 2005. We worked to strengthen NEO Finance and NEO functions. I was a good 2 years. I joined Rolf in CTO's Office and then went to COO's Office. I ended my role in COO's Office yesterday.

 

Looking back at the last 10 years plus, I could not be more proud of my achievements and my dream to be able to speak the same language as an engineer came true. You may ask why I wanted to speak like an engineer. Like I mentioned earlier, I had to find a niche for myself. A niche that I was related to and one that other's can relate it to me. And for me, the niche is for someone to be able to stand up and stay with clear words that "Jimmy knows what he is talking about (referring to telecommunication technical and business issues)". More importantly, to quote Harry Newton, the creator of Newton's Telecommunications Dictionary, "I know enough to be dangerous in front of the engineers" And yes, I AM. Yet, I remain humble and still learning from my emgineering mentors out there.

 

Today, I am officially the Mobile Network Service Manager in Carrier Services, although I started about 1 1/2 weeks ago. This will be the true test of my competencies and knowledge that I have gained from the last 10 years. The true test comes in the ability to put into action - to support external customers and direct internal ones - to deliver mobile solutions. I will be launching and managing 2 products soon. I will have profit and loss accountability for both products. This is the next learning/challenge I have set for myself. Service management is like running own business, having end-to-end accountability for it, from womb to tomb, so to speak.

 

For me, I will work on these values and philosophies in this new assignment:

I have created a separate blog for my model railroad layout - UP-BNSF Meet at Rosenberg in N-scale.

 

 

 

 

I am still maintaining blog for other railroad and non-railroad stuff. Remember to check both blogs. And, thank you for your visit

 

 

Jimmy Low

 

I always like and want to model Union Pacific. I love their Armor Yellow livery and their range of steam and diesel locos - some of the largest locos such as the EMD DD40AX and the famous Big Boy (Alco 4-8-8-4 Mallet). UP also happens to the one of the two American railroads that retained its original name since its inception (Kansas City Southern (KCS) is the other one)

I also like, to some extent, BSNF or more towards its predecessor Sante Fe (SF). And, greedy me. I also want to incorporate Amtrak since they are the national passenger carrier.

Now, where can I find all 3 in one location? Wes Carr's photos of Tower 17 Rosenberg in Texas caught my eyes. Thanks to Google Map, I zoomed to Rosenberg, Texas. A potpourri of the Class 1 railroads, West of Mississippi. There are a few UP and BNSF subdivisions operating around that area with both UP and BNSF having trackage right on each other's track from Rosenberg to Houston and to Galveston. To model this on N-scale over 11ft x 12ft room will be an interesting sight.

 

Source: Google Map