It’s a crisis! Where’s the efficiency?

 

Finally, after much pressure from the medical fraternity and the experts, the government relented and imposed a full lockdown a few days ago for Malaysia.

We all let out a collective sigh of relief in the hope that within the next two to four weeks, we will get the infection rates in the country down to manageable levels.

By the looks of it, most people are doing their part and making sure the standard operating procedures are being followed. And the small number of miscreants who flaunt these rules should have the proverbial book thrown at them.

This is one side of the coin.

On the flip side, the sectors that are deemed essential services can proceed with caution, safety and with the correct approvals. And most business owners and entrepreneurs get this.

They want to do their part, and are ready to adhere to the current policies that have been developed to juxtapose public safety while keeping essential services alive.

But for all of us to survive, there seems to be a vital ingredient that is sorely missing: efficiency.

Here’s an example.

In my restaurant, we were first told to make an application to the Ministry of Domestic Trade and Consumers Affairs to get approval to keep the restaurant open for deliveries and takeaways during the current lockdown.

This, although the government declared publicly that all restaurants can open for deliveries and takeaways. For many, like me, who have a full license from the relevant authorities, this came as a surprise.

But nonetheless, we soldiered on, and being conscientious business owners, applications were immediately made to this ministry.

Then, on the eleventh hour, we were told that this application was not valid. Instead, we were instructed to apply to the Ministry of International Trade and Industry, for a different approval.

So, again people who are willing to take the requisite actions to be responsible business owners and citizens of Malaysia, went to this ministry’s website to seek approval.

And, lo and behold, the portal kept crashing, and nearly every restaurant owner I know, couldn’t get access.

After repeatedly attempting for 12 solid hours, finally, I managed to get through and fill up the required form. But I have yet to receive any approval letter, (as at the time I submitted this column) two full days after my submission.

Is it too much for responsible citizens, who want to contribute to this national effort to stay safe, to ask to be treated with efficiency and professionalism?

Being efficient is described as achieving maximum productivity with minimum wasted effort or expense. This can only be done by working in a well-organised and competent way.

Around Malaysia, businesses of small and large scale alike are reeling from the effects of the current global health crisis. While the health of everyone is of paramount importance, we must also ensure that we do not create a post-pandemic crisis.

By all accounts, the statistics show a very encouraging recovery rate. And with immense public pressure, the rollout of the vaccination is gaining momentum.

So really, we should be keeping a keen eye on economic recovery after we have surmounted the onslaught of this virus. For this, we need to be prudent, efficient and thoughtful, now.

This is the way forward for the authorities, and we need a quick dose of efficiency injected into the country, right away.

In my day job as a management consultant and leadership coach, I teach a class on crisis management.

The first thing in any crisis is to manage expectations.

During this crisis, I know that the government won’t have all the answers for the country, but it needs to remain confident, as people will be expecting direction and guidance from them. It is their responsibility to align the expectations and realities of citizens, while exercising insight and patience.

We need leaders who can eloquently manage our expectations of them, by communicating early and often, and admitting that they don’t have all the answers.

Next, everyone needs transparency and empathy.

In this time of crisis, the “rakyat” are relying on the government to be transparent for us to remain optimistic. Collectively, we need to focus on the strengths, successes, and opportunities for Team Malaysia.

As leaders, it is essential to display trust, optimism, and positive energy to help build up the morale of Malaysians. People feel vulnerable, and we need our leaders to give us the assurances needed.

Compromising and striving for solutions; this is the need now.

In an emergency, collaboration is vital. If people get shoved from one ministry to another, it just shows how much disarray there is. People need our government to be understanding and strive for solutions, and not add to the confusion and chaos.

Ultimately, the strength of any leader is in their ability to create a vision of a better future.

The country is facing difficulties and we need leaders who can see the “bigger picture” and draw that picture for the rest of us to buy-in to the strategies in place.

Leaders have to be adaptable and comfortable with what they can’t see, but exude self-assurance so that people remain focused on the task at hand.

And most of all, in a crisis, we need to establish order over control.

With all the uncertainty, there are so many variables because we are in an ever-changing landscape. If leaders try to control everything, people end-up becoming unresponsive and resentful.

The country needs order not control, so we can come out of this dreadful situation. And the way we achieve this is through efficiency. Being efficient restores order immediately.

During this pandemic, we, the citizens of Malaysia, need to believe that our leaders can handle the crisis, while keeping our best interests in mind.

Is that too much to ask for? - FMT

The views expressed are those of the writer and do not necessarily reflect those of MMKtT.