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I am a Practitioner of 'The 7e Way of Leaders' where a Leader will Envision, Enable (ASK for TOP D), Empower, Execute, Energize, and Evolve grounded on ETHICS!

Monday, November 9, 2015

Daily Lessons from Life 08 November 2015 - DIY Singaporeans! Can?

"Campaign launched to encourage Singaporeans to use self-service facilities - CNA 8 Nov 2015

SINGAPORE: A campaign was launched on Sunday (Nov 8) by the National Productivity Council to encourage Singaporeans to use self-service or DIY facilities such as self-checkout machines at supermarkets.

Called “We Are InDIYpendent", the campaign hopes to change consumers' behaviour so that more businesses will be encouraged to adopt innovative technologies.

Manpower Minister Lim Swee Say and Parliamentary Secretary for Trade and Industry Low Yen Ling launched the campaign on Sunday at the NTUC FairPrice outlet in NEX shopping centre.

A survey commissioned by the National Productivity Council in July involving more than 1,000 respondents found that four in 10 were not aware of self-service facilities. It also revealed that the top reason for not using DIY facilities was customers being unsure of how to use the machines, while others found the services too complicated or preferred to pay in cash.

To encourage customers to use self-checkout facilities, NTUC FairPrice will offer a free gift with a minimum purchase of S$20, while Cold Storage will give a 3 per cent discount. Those who use the self-check-in kiosks at Changi Airport can stand to receive travel-related giveaways.
The campaign will continue until the end of December."

OK. So, we are going to start at NTUC Fairprice and Cold Storage. THOUGHT they have the DIY counters for the longest time. At least in NTUC Fairprice where I go, I see their staffs at the DIY Check-out Counters assisting patrons with the check-out process. Not working? Not enough publicity?

Lessons for me are:

1. the incentives are obviously most welcome by the customers. Real hard money and monetary incentives are easily understood by the customers. Direct and impactful;

2. ease of use of the DIY Check-out at supermarkets, can do idiot-proof with information technology applied. Best is to have: start, scan, pay, out-you-go process. Instructions in Pictures/Photos are best. For visually and/or physically handicapped customers too?;

3. I see the DIY Check-in counters at the Changi Airport too. Tried it the last trip to Yangon but had to be diverted to the staffed check-in counter as they have to make sure that I have all the documents for the visa-on-arrival application. So, there still exceptions for this flight check-in DIY process. Again, staffs are positioned to help the passengers who want to use the DIY check-in counters. Looks like it is going to take a while to switch passengers to this process. Again, more photos/pictures pointing the way instead of just written instructions will be helpful.

I wonder if the DIY campaign will be extended to petrol stations, which at one time was very much DIY! Not forgetting the 'machine car wash' stations of old!! Maybe the DIY campaign should go to the many F&B outlets too for placing order and cleaning UP after the meals!!

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