Tag Archives: business

Convenience and waste

Our convenience in this day and age is built upon waste. Lots of it. When we order delivery, we compel an additional person in the society to actually go to the shop to fetch the food for us, bringing it to us before going about his or her way. This creates 3-4 journeys instead of two. It generates more packaging waste and potentially more transactions: between you and the platform, the platform and the deliveryman as well as the platform and the food outlet.

Yet our economy is built upon such foundations, that we generate more activities, monetise and measure it, and consider that an uptick in our growth and economy. Sure, maybe the ability to pay for the service and choice to take it up means you are able to spend that time more productively, at something where you can make a higher level of contribution to society. Indeed, if that is the case and the basic parameter of decision-making, then the economy and society becomes more efficient, not more wasteful. But that is unlikely to be a real decision parameter.

Convenience is something more about psychology, behaviours and motivation than with the cold-calculus of cost and benefits. Besides, the weighting of cost-benefit across time is not as simple as imputing an interest rate or discount factor the way we analyse it in economics. The discount factor adjusts due to the manner our psyche responds to context and situations.

The question then is whether we want to make that short term gain in our economy, giving in to our impulses or to generate the long term sustainability in our world and fulfill a greater meaning for our lives on earth?

Meetings and processes

As organisations grow, there’s inevitably a lot of time caught up in meetings and processes to keep people informed, to synchronise and align things. During my time in government I probably spend more than 40% of my week in large team meetings that quickly consume 5-8 man-hours just trying to coordinate activities or update bosses.

I experience that process of bloating as I journey with growing organisations I’ve been with. And I often feel helpless about it. It seemed to me as though the bureaucracy inevitably comes no matter how much we are able to delay it. Technology tools can help to a certain extent but it also creates the convenience and reduce the excuse of coordinating more frequently.

In my perspective, there is this continued struggle between coordination, management and actually getting things done. The bigger and more complex a project is, the more time and resources gets devoted to such work. The question is, what are big projects and such grand scale for? Why do we always focus on scale economies without recognising the downside it has on productivity of our people? Is scale really to capture economies or to feed egos.

Perspectives on salary

What do you view your salary as? Is that a measure of your earning power? Or the return on your education and preparation? The cashflow returns on the asset of your human capital (there’s further capital accumulation through learning on the job). Is it always about trying to increase this return? Or is there anything about getting more days of leave each year? And more benefits?

And do you think you can ask for more? Who is in the market for your labour? And who are you competing? If you consider that your employer is merely paying an ongoing subscription on your full time services as an employee, would that help you think about how much you’re going to ask for?

Why does it seem that the work you do to earn that salary also matters a lot? What actually drives that perception? If you earn $6000-$8000 a month as a construction worker, would you take it up? Assuming you’d be trained from scratch. What kind of work gives you the sense of balance between your salary and the output being produced? How are they shaped by your own thoughts and the people around you?

Many questions and it takes a lot of adulting to answer them. Some of us might never even come to arrive at the answers despite a lifetime of work.

Sniffing industrialism

Professional services are inherently somewhat personal kind of service that depends a lot on the team delivering the service – not just because of the expertise required and involved but also the extent the team actually understands and care about the problem that clients have.

When one enters a professional service environment, it becomes easy to sniff out industrialism when you note that the bosses are just acting as managers, thinking about how they can increase more sales, upsell customers and mainly care about the metrics involved for sales but not delivery. And then when it comes to delivery, the culture is about doing the minimum, leveraging irrelevant previous work, failing to live up to promises.

We have all seen the big consultancies deliver such stuff. Perhaps especially the big four. Mariana Mazzucato talks about it in the Big Con. Workers need to sniff out industrialism in this sector and learn to opt out of it – by leaving or changing the way they serve. Clients need to sniff that out by walking away. The reason why such industrialism perpetuates is because clients sign up for them – they put procurement departments, try to boil everything down to basic metrics and uni-dimensional issues, and negotiate lower prices, driving vendors to cut back on service.

We’ve had decades of doing more, extracting more productivity out of our assets, workers and even vendors. Like the big fossil, you might think you’re winning, until you realise you’ve just driven the world to its end.

Heart and hand labour

I’ve been based out of Australia for almost three months now. The transition was smoother than I had expected and as a Singaporean who have studied abroad both in the US and UK, Australia is an easy environment to fit into.

Yet there is one cultural element in Australia that makes it so radically different from most of the other places I’ve been and lived in. It is the respect and remuneration that is given to heart and hand labour. Vocational skills, trade skills are properly valued. Plumbers, technicians, work men are well respected and rather well compensated. It is a place where I have seen the most female construction workers at work sites. The work environment for these people labouring with their hands are generally good.

Same goes for heart labour. The caregivers; the nurses, those social workers. They are given great deal of respect and these jobs are not looked down upon. It is markedly different from Singapore in that sense. Last year in Singapore, Lawrence Wong made a speech about valuing heart and hand labour more in Singapore. The government was concerned about pay gap and inequalities but as a culture, there is a lot to learn from Australia when it comes to respecting the trade skills.

One could argue the prices would rise; food in Singapore may no longer be cheap. And it might cost way more to get someone to deliver goods or to fix stuff around the house. Well, we do pay a lot more to our corporate workers, and we do pay a lot for tuition teachers – why should head labour necessarily earn more? The government could lead the way by setting higher standards when it comes to some of these trade work. They can also pay more for the services they procure in the heart and hand sectors.

Big Fossil has a chance

I don’t want to call them big oil or big coal, or big gas anymore. They are big on fossil, fossil fuels. And they have a chance to make the future a better place; one that we all want to be part of. They have the opportunity; enormous opportunity to create the products and services that people need and want which will be good for them, and good for everybody else, not just good for the big fossil companies.

But to take advantage of this opportunity, they need to recognise people are not demanding for fossil fuels. They are demanding for energy, for access to energy, for cheaper energy. But that form of energy is fossil fuel, big fossil might retort. It is not. Fossil fuel is not cheap. It is not cheap because we all are paying in the form of greater natural disasters, in facing once-in-a-hundred-year floods almost every decade, in having to pay even more for heating during winters and cooling during summers. Fossil fuel is not what the world is demanding for.

Big fossil can ignore the NGOs, they can ignore the activist investors or the climate activists, and even government. Heck, they could buy out those sitting on the fence. They could even subsidize all manner of appliance, infrastructure, systems that entrench fossil fuels further. But they cannot ignore climate change; they cannot ignore the fact that we are not destroying earth with carbon emissions. We are destroying ourselves. And for what? Profits? What good are profits if that’s just creating a future no one wants to be part of?

Going in circles

Our spray bottles for cleaning the kitchen counter, pump bottles that come with our body foam, as well as that shampoo bottle are all going to outlast our use of the fluids stored within them. They can be reused – and in reusing them for the same applications, we are reducing their usage. Good for the overall economy in terms of saving resources, for our pockets and also the environment. Except that it is in the interest of the fossil fuel companies to churn out more plastics, for the consumer goods company to create more new packaging and mark up the price of these products, for logistics companies to handle a consistent set of quality, new containers rather than re-used, non-standardized ones.

We’ve created incentives, built our economies around sheer wastage and environmental destruction. Can new business models be created, alongside the harnessing of forces to drive change in consumer culture and consumption practices? Grist reports on some interesting examples recently.

Indeed, we already have vending machines and public water fountains. Why not make soda fountains where people pay for soda that goes into their water bottles? Scoop Wholefoods already tries to retail all kinds of products by having customers bring containers into store where they are filled up.

Laundry detergent, hand soap and all can definitely be sold in bulk dispensed from big containers into the containers brought by the consumers. During the Covid pandemic, Singapore had deployed vending machines and various physical outposts around community centers where Singaporeans could bring their containers to refill and get alcohol-free hand sanitisers. Why not make that the norm?

It will be difficult for the market capitalism as we have evolved it to stomach and put up with all these changes. People want to carry on with proliferation of brands and ‘choices’ – they want to make different containers and so many different kinds of detergent, soaps and handwash that makes it hard to retail all of these in bulk.

Would you rather have more options of soap and less possibilities of a future we would want to be part of? Or less option of soaps so we can choose better futures to exist in?

Delays and promises

Ordered something and there was something wrong in the order? Delivery delayed? Put in a complaint and got a voucher code? What was the promise from the company when you first made an order? Was that promise broken?

Service promises have been escalating under the competitive pressure in the consumer markets. But these promises are increasingly costly to deliver consistently and cheaper to break.

Think about these platforms – they probably make about 10-20% margins so giving you a $5 voucher might cost them only $4 but you will end up spending $10 more potentially which allows them to cover another $2 and end up costing only $2 for the broken promise rather than having to invest in better systems or pay their service staff more to serve you better.

In long run, it does mean you pay higher prices, continue to get poor services and allow these business to remain in that bad cycle.

If we start taking promises by businesses more seriously, be less tolerant of poor delivery of service promises, we might just be able to create a better culture for business and for our future generations.

Labels and bullshit

I think that schools and parents should spend a lot more time teaching kids to read labels and discern marketing from science and verified statements. One of the problematic trends that emerged from our market economy or highly marketised, monetised society is the rise of wildfire marketing. You’d think that lies or wrong claims would be quickly discovered but often, verification takes time and money and has the nature of a public good so no one invest in them.

Yet the interest of the marketing departments and companies to make claims that can get them customers is so much more. So there is no prize for guessing who would put more resources into the activity and who emerges as winner, at least in the short term.

Question is why has our market economy created such short-termism? The people at marketing departments are measured perhaps by the short term sales figures. The management is assessed based on short term profit and loss or worse, share prices. No one within the transactions have any long term stake other than the consumers.

Besides strengthening consumer bureaus, you will have to strengthen the consumers through education. And that has to start whilst young; and these are extremely long term investments that will pay off for the broad society.

Training programmes

During my time in public service, I’ve attended lots of different training programmes. There were a lot of training on writing minutes, professional reports and trip reports, as well as some on professional etiquette in a wide range of situations including during presentations, business meetings, business meals, cross-cultural interactions and so on. I won’t say all of them stuck with me and in fact, the elements that stuck were the ones I found useful on the spot and decided to make it a point to adopt. If they didn’t stand out when I first received them, the chance of them being useful to me was really low.

So the notes I took during those courses were at best museum artifacts of professional training I had received. The greater learning was done actually observing how my seniors, my managers and bosses behaved in those various settings, what they deemed important and asked questions about in reports and minutes. Those standards and disciplines were cultivated in that manner rather than through a couple of hours of training. In fact even days of training won’t cut it.

So is training a good way to enforce standards and uplift them across the people in an organisation? I think it can be if it aligns well with what is being practised and expected in an organisation to such a level that the senior management is practising them already. As David Maister rightly pointed out, training doesn’t work if it’s designed to change the juniors or frontline staff while the senior management or middle management is allowed to be set in their old ways.