DO WOMEN PROVIDE BETTER SERVICE?

Four of the five recipients of this year's Ministry of Defence (MINDEF) Star Service Award are women. But Master Sergeant (MSG) Ang Khim Chuan, the fifth recipient of the award, stands tall and proud for his gender.

But really, it is not about whether you are male or female, says MSG Ang. Ultimately, to succeed in the service industry, he says it all boils down to your personality, your skill level and how you approach your work.

And MSG Ang definitely has the right attitude. A master technician at the Maintenance Company of Headquarters Army Combat Engineers Group (HQ ARMCEG), this 33-year-old's work philosophy is simple - "Can do, will do!"

"I find satisfaction in seeing my customer happy when I'm able to meet their demands and requests. This is the highest form of reward for me, because if the customer is happy, it keeps me going too," says MSG Ang.

Currently he leads a team of technicians in the repair and maintenance of bridging equipment used by the Singapore Armed Forces' (SAF) Combat Engineers. Some equipment are used as floating platforms or rafts to ferry military equipment such as tanks, armoured personnel carriers, and three and five ton trucks across rivers and other water bodies.

His main customers are the soldiers and commanders who operate these equipment.

With 14 years of work experience under his belt, MSG Ang is also qualified to repair and maintain many other types of vehicles used by the SAF. They include certain tanks, Land Rovers, seven-tonners, forklifts and even tugboats. And when he is not busy checking on the vehicles, he conducts lessons for the junior technicians from within and outside his unit.

MSG Ang's in-depth expertise makes him the 'go-to guy' whenever there is a vehicular problem.

For instance, a few months ago, he was awoken at 3 am to repair a vehicle that had broken down in the middle of an exercise. Within an hour, the vehicle was up and running and the exercise could proceed.

This was no big deal, says MSG Ang. "I was free and I was needed, so I went to attend to the problem," he adds with a shrug.

MSG Ang and his colleagues are also regularly deployed with the training troops for local and overseas exercises.

But wherever the location or whatever the situation, it all comes down to ensuring that the customer had a good experience. MSG Ang says, "When a customer receives poor service, this leaves a bad impression. So while this means we've to go the extra mile, it's always important to ensure our customer gets good service, for him to have a positive experience."

MSG Ang is all gung-ho when it comes to his work, but ask him about his feelings towards receiving the MINDEF Star Service Award, and he becomes somewhat reticent, feeling uncomfortable with the attention he is getting.

"I'm not used to this kind of grand award event," he explains. "I didn't even know I was nominated until my Officer Commanding told me to make sure I've a proper jacket to wear when I receive the award!"

When asked about the significance of the award, MSG Ang answers thoughtfully, "It shows other organisations that MINDEF values good service and our service quality is of equal standard to commercial companies. We may wear green, but we also serve our customers with a smile!"

Appreciation from customers matters too. MSG Ang says their positive feedback acts as a morale booster for him and his colleagues. So does this award encourage him to continue his good work?

"Of course!" MSG Ang replies. "Otherwise I may be 'stripped' of the award!" he adds jokingly.



The Star Service Award Scheme for the Public Service was introduced in 2002 with the objective of achieving service excellence in the public service by recognising staff who have consistently delivered quality service.

MINDEF has spearheaded this movement, encouraging its various services and formations to nominate its best personnel who have gone the extra mile for service. Winners will receive the MINDEF Star Service Award during MINDEF PRIDE Day in May.


11 May 2006: Can a simple smile solve service-related problems?
16 May 2006: Is the customer always right?
17 May 2006: Does good service begin with the customer?
22 May 2006: Does monetary reward encourage better service?