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Trai-N-masterSynonyms: 1:160; Normal; Great Thinker, Planner & Empire Builder
August 19 Service Excellence Begins Within YouExactly 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 August 18 New Jimmy - What Do You Think?What do you think?
Jimmy Low
P/S: Btw, I am not short. I am 175cm (5' 9"), just in case you're wondering. August 01 A New Journey Has Just BegunYesterday 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:
Follow me as I embark on this new role. It is a whole new world as I get my first glimpse in a short period. But, a new journey has just begun ...
Jimmy Low July 29 New Blog for Model Railroad - UP-BNSF Meet at Rosenberg in N-scaleI 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
July 25 Houston, We Got ..... N-scale!As I was chatting with Denny Turani from Italy the other day, he asked me which prototype railroad am I going to model. Denny is modelling Southern Pacific (SP / Espee) Coast Line in Central California from Callender to Surf in N-scale. As you can see in his Southern Pacific Coast Line in N scale blog, he is doing an excellent job in modelling realistic operations.
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
During the weekend, I found the Houston Freight Rail Study plan in the Texas Department of Transportation. Yee Haw! This detailed study is what I have been looking for. The study was to improve the freight movements around Greater Houston and yes, it fits my bill. Information about geographical limit, length, traffic volume and profile as well as operating railroad(s) for each subdivision are all here. The focal point of my layout (tentatively named "Rosenberg Meet") is Tower 17. It was the last manned interlocking tower in Texas, closed in February 2004. BNSF Galveston subdivision which stretches from Temple to Virginia Point (Galveston) and UP Glidden subdivision which stretches from Harrisburg Junction (near Houston) to San Antonio crosses each other at Tower 17. Wes Carr wrote about A Day at Tower 17 while Stephen Foyt recounted the train movements at Tower 17 over a 24 hour period. Amazingly, during its last operating days this Tower was buzzing with train activities and definitely a railfanning spot. In that 24 hour slot, there were 77 train movements as reported by Stephen. AMTK – 1 Now, I just need to build up the locomotive roster and rolling stocks to to match that list. My layout will cover the triangle zone bordered by UP Glidden, BNSF Galveston and UP Galveston with the 2 focal points at Tower 17, Rosenberg and Galveston intermodal terminal at Galveston. As these routes cross the flat plains of South Texas, there won't be challenging mountains to climb. Grade will be minimal. It will be more downgrade from Rosenberg to Galveston (sea level) Join me as I research more about the railroads, its routes and movements and present them in 1:160 form on my "Rosenberg Meet" layout. Photos:
Jimmy Low May 22 World's Greatest Hobby .... And You Are Not Part of It?Ask around what is the World's Greatest Hobby? It's model trains. Yep, deep inside every boy and man (and even girl and woman) is the passion for train. Amazing how the monsterous mean machine, that chucks and puffs down the tracks, can be in your own living room.
Yes, there is no one size fits all. You have a choice from the "smallest" to the "biggest" scale (right proportion). This photo illustrates for comparison. From left, Z scale (popularized by Marklin) is 1:220. Next is N-scale (popularized by Arnold Rapido) is 1:160. HO-scale is 1:87. Followed by S-scale 1:64 and O-scale 1:48. The largest scale is G-scale (popularized by LGB) is 1:29. Every fine detail can be seen in any of these scales. Take a magnifying glass and you will be amazed how they can fine print in N or Z scale.
Ain't this the WORLD'S GREATEST HOBBY? :)
Jimmy Low
May 12 Locomotive Roster (Updated)Two new locos arrived last weekend. UP EMD E8A & B and B&Q EMD E9. Both in excellent conditions. Now, I have 7 locos, 19 passenger coaches and 1 MHC in service.
Passenger Diesel Locomotives
Freight Diesel Locomotives
Mixed Traffic Diesel Locomotives
More passenger/freight/mixed diesel locomotives to be acquired later this year. Target models:
Jimmy Low May 02 A Learning ExperienceIt has been awhile since I blogged on GMAT. Since my last posting, I have received 5 enquiries about GMAT and how the beginners should start preparing for this "ultimate" test. 2 of these enquiries came from my colleagues. My company provides "internal" scholarship to potential leaders to further their education particularly on Master of Business Administration (MBA). I am one of these leaders intending to pursue my MBA next year (2009). April 06 GMAT Practice TrackerTarget score: 700
27Feb: MGMAT Q42, V34, O630 (79%)
14Apr: MGMAT Q43, V32, O620 (76%)
5May: MGMAT Q42, V33, O620 (76%)
17May: next test
Jimmy Low March 20 Will The Real Opposition, Please Stand Up?I am now living in a era in which people will be, I hope, color blind - that our skin color is no longer a distinguishing factor for each of us to make an honest living and strife for a better Malaysia. And, if the results of Malaysia's 12th General Election are true reflection and aspiration of the people's desire for a long-term, sustainable change and one that will take my generation and the generations after me to the new level of maturity and achieving a "developed nation" status, then I am all for it.
It has been 2 weeks since the unexpected 2008 election. Both the ruling (still ruling) parties and the "hope-to-rule" parties are still grasping the reality of the results. People of Malaysia has spoken again through the ballot box, LOUD and CLEAR. 5 + 1 states are now with Barisan Rakyat and 6 + 2 are with Barisan Nasional. The "+1" Federal Territory has more than 2/3 majority under the Barisan Rakyat with 10 out of 13 parliament seats, although technically, Barisan Rakyat has no controlled over Federal Territory administration. The "+2" East Malaysia states - Sabah and Sarawak - under BN reign. These East Malaysia states are holding the Barisan Nasional together for now. Any one of them defecting will rock the ruling parties' simple majority. Only once, back in 1969, has BN being in such a precarious position.
I lived in Selangor, for the first time under Barisan Rakyat administration. I have been so used to calling Barisan Rakyat "Opposition" that I now have to acknowledge that the "opposition" is Barisan Nasional. I am sure many Selangorians will be in this "dilemma". So are those in Perak, Penang and Kedah (Kelantan folks are used to it and I doubt they called PAS government "opposition" government).
For the Barisan Rakyat leaders who also run these states, some of them are wearing two hats - ruling government in the State level and "Opposition" government (?) in the Federal level. How ironic. This is a new political reality that Malaysians will have to accept for at least the next 5 years.
Like I said at the beginning, we are all "color-blind". I do hope that at various political levels, this distinction will also be blurred. Both sides have a good opportunity to serve the people. We are matured to accept this new reality after 51 years of independence. Whoever is the Opposition, let's not oppose for the sake of opposing. Oppose the principles and the ways things are not carried out for the Rakyat's benefits. Happy Parliamentaring!
Jimmy Low
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