How West developed the art of developing organisations?

The basic difference between us and west is the development of individuals into organisations.Whenever one happens to enter some bank, office or even a store, one finds a professionally trained team of individuals,taking care of the customer's needs.One is not tossed around among staff members rather the staff members approach themselves to the customer or client with a smiling gesture, softer tone and as attentive as one is the only customer to attend.One may enjoy the privacy if feels reluctant or reserved to discuss in public. The staff member tries to resolve the customer's query or problem to the best of possibility since it remains their very goal to satisfy the customer and not make him or her pay repeated visits to resolve the problem.

On the other hand if a customer,consumer or client happens to visit some office or other organisation of either public or private sector in Pakistan,he or she is made a shuttlecock to be struck by one staff member to the other and the customer has to initiate the query or problem himself to the staff else the staff members continue  their gossips paying no regard to their professional responsibility.

The reason for this difference is our inability to develop individuals into teams and its furtherance to the composition of organisations.

We have hierarchical structure of service providers where a typical rank conscious lot of individuals is appointed that does not have any team working spirit.

Files containing queries and problems of public are moved between different officers not with the aim to resolve the same on merit and in due course of time but red tapped to earn bribes and other illegal benefits.

Apart from legislation to expedite the service provision to public, the concept of transformation of untrained individuals into stramlined organisations needs to be practised as much as it adopts into a culture of professionals and professionalism.

By A.R.naqsh