Price of Service Excellence?

RM1,800 versus RM1,100 in repair costs to my car.

RM1,800 - that’s 63.64% more than that was quoted by my regular car maintenance workshop which is not on my insurance company’s panel.  I had thought that car workshops on insurance companies' panel would give insurance companies better pricing, isn’t that logical?

About a fortnight ago, I had a minor car accident which resulted in my car having to be repaired.

Mr A who knocked into my car, had hoped for a personal settlement so that the NCB (No Claim Bonus) on his insurance coverage would not be affected.  As requested by Mr A, I had then sent my car to my regular car maintenance workshop for an estimate of the repair costs. 

My regular car maintenance workshop is well established and specializes in maintenance of luxury cars. Albeit my car is not a luxury car, they have nevertheless given my old trusty car the same good treatment.  The repair works were estimated to be at maximum of RM1,100.  Mr A was however reluctant to pay this amount and ultimately decided to make a claim against his insurance coverage to pay for my car repair costs.

As my regular car maintenance workshop is not listed on my insurance company’s panel, I had no choice but to send my car for repair works with one of the insurance company’s authorized car workshop.

I had received a telephone text this morning from my insurance company advising “We have approved RM1,800 for the vehicle number XXXXXXX.  The repairs will be completed within 14 days from the date hereof.”

I then called the car workshop to advise that I have received this update from the insurance company and to my surprise, the personnel there advised me that my car has been repaired and ready for my collection!

A news article today advised that in order to enjoy faster claims motorists have to pay higher insurance premium.  Am I experiencing the price of service excellence?

If generally, the cost of repair works are not so exorbitant at the authorized workshops, then insurance companies would not have to pay through their noses to make good insurance claims,. This  savings would ultimately  trickle down to motorists who then don't have to pay higher insurance premium. If you are a car owner, you will be affected.  Food for thought...

The Wanted

The Wanted

Who on earth are The Wanted?  Wanted for what?  Are they famous?  Well according to my teenager, they are!

I've never heard of them before and yet The Wanted had caused a riot in my home.  For the whole of last week, my teenager was glued to facebook, getting friends, relatives, and friends of friends to 'like' her comment in this contest - all for the purpose to win herself 2 tickets to watch The Wanted!  In addition to the 2 tickets, the advertisers announced only 5 tickets will be given out to engage The Wanted in a game of laser-tag.  She really had to work for her tickets.

Initially she was shy and only asked her friends to 'like' her post.  When other contestants started to catch up with her 'like' count, desperation set in.  She had to look for other sources to help to get her 'like' count up.  Her desire to watch this group soon eclipsed shyness. She asked relatives and friends to help post it on their facebook status to help her get more 'likes'.   She even approached fellow students whom she doesn't know to 'like' her post.

Her determination and persistency paid off.  In a nail-bitting run to the finishing line, she edged out her competitor by 2 'likes'!  She came out having the most 'likes' and got herself 2 tickets to watch The Wanted.  She was so happy, literally jumping for joy and smiling the whole day

Sunday, 20th February 2011 - day of the concert, turned out to be her "happiest day" and yet it caused her to cry towards the end of the concert.  Happiest day because she got to meet The Wanted face to face and yet they caused her to cry because they have to continue on with their tour!

Her determination and fervor in securing tickets to watch The Wanted was really a joy to watch.  I pray that these traits will continue on through her life in pursuing the things that matter.

Now she just has to deal with missing them....... and get on with life.....

Bookstores

During my teenage years, one of my favourite places to go weekly without fail was a bookstore set up by the five foot ways.  I don't know how many of you know of the Bangkok Bank at central of Kuala Lumpur (I'm not even sure if Bangkok Bank is still around) and just across the road from the bank, there was my favourite hangout - the five foot way bookstore! This wonderful unique bookstore was run by two Indian brothers.  Without fail, they would set up their store everyday.

It would look something like the image on the left.  They did not sell their books.  Instead, they lent their books out for a fee and after you have finished reading the book, you returned it.  The fee charged will be returned to you minus a small token of the 'lending' price.  That was how it was possible for me to get my hands on books, and books, and books!  I remembered I got to read my first Enid Blyton book "The Naughtiest Girl in School" from this bookstore.  From there I move on to "Secret Seven", "Famous Five", Sherlock Holmes, Agatha Christie and then graduated to the others.  Nowadays I don't see these anymore around town.  I loved 'my five foot way bookstore'.

The bookstores found in the shopping malls nowadays are always in such pristine condition - to a point they are sterile.  I love old bookstores where books are arranged haphazardly - ok this would mean finding a book difficult but hey! that's half the fun! To me at least :)  Think of it this way - the bookstore is so full of treasures and mysteries.  You have to squeeeeeze your way around the aisles.  Along the way, old musty smell of papers with years on them and the frayed book covers being handled by so many hands - simply wonderful! 

I stumbled upon this bookstore whilst shopping for a birthday gift.  This unassuming bookstore was located on the highest floor of a shopping complex with no signage whatever - only books and magazines spilling onto the walkway! To have found a bookstore like this right in town, I was overjoyed! Excited! My little ones could not understand my excitement but soon my excitement rubbed off.  Soon my little ones were down on their knees looking through the piles of children books and magazine of yesteryears.

Books everywhere!

Books atop shelves

After spending quite some time in this treasure trove, happily strolling out what did I see?  Lo and behold another bookstore!  At a first glance it was the typical pristine sterile type but I decided to check it out anyhow.  Am I glad I did! Another treasure trove - this bookstore has scores of books at fantastically good prices!  Especially great photography coffee table books!  All, and I mean ALL the books in this bookstore are a fraction of the prices listed at any other bookstores in town.  No, they are not old or used books.  All the books are brand new!  Don't know how they do it but what do I care - I get my books at fantastic prices! 

It was my first time to this shopping mall and it is different from the regular shopping malls that I usually frequently.  There are other little shops holding up things to be discovered - simply fell in love with this shopping mall.  I shall return!  A day well spent.

"To learn to read is to light a fire; every syllable that is spelled out is a spark."

— Victor Hugo, Les Miserables

Journey of Innocence to Adulthood

This week, my child you took your first steps into adulthood.

You are the bundle of joy entrusted to me, nourishing the mother in me. Just as I had watched you when you took your first baby step, I'll continue to watch you closely.  Just as I had prayed that you will always pick yourself up when you fell, I now pray that as you embark into adulthood you will continue to be as strong as you have always been, you will always pick yourself up when you fall.

It's a journey we all take, be it your first job or your first kiss or ...

Your first job

Your first kiss

I pray as you take this journey
You will see this world a great place
So fearless you may be
That you may grow and flourish in it
Health and joy your constant companions
Manners and common courtesies your daily chaperons
For they define you and your character

Wisdom following swiftly right behind
So that in years to come
With strength of knowledge you may learn to exist
With wisdom you may make your decisions

Whatever you do and wherever you go,
I will continue to always whisper a prayer for you
Because I love you, always
~Mummy~

David vs Goliath

Yesterday was a good day.  Despite many obstacles being put along the way with doubting Thomas adding to the stress, my friends and I achieved a "David vs Goliath" feat in the Court of Appeal yesterday.  We are of course the "David".

Though much had been said about our judiciary system, I have to believe that there are good judges out there and, as cliche as it may sound, justice will be served and truth will prevail.    Then the doubting Thomas threw his wet blanket at me proclaiming though we may have won this round, we will definitely lose the next.
To the doubting Thomas I say "Get thee behind me!"

I have to believe and I have to try for the day I don't is the day I concede defeat without even trying!  If that is the case, then whose fault is it that the system does not get better?  I have to believe.  I have to try.

I have to believe that Istana Kehakiman (Palace of Justice) will somehow, no matter what, in its own miraculous way will continue live up to its name.

The smallest minority on earth is the individual. Those who deny individual rights cannot claim to be defenders of justice.  ~Ayn Rand~

It's about loss of life, stupid!

There's nothing political about it if I lament about the quality, or lack thereof, of our doctors, STUPID!

It is about loss of lives or loss of quality of lives due to the carelessness of the attending doctors, their lackadaisical attitude and/or dedication or ALL OF THE ABOVE!

For someone to tell me it is political to write or lament about the quality of doctors, I pray that you and/or your loved ones will never ever encounter a sub-quality doctor whereby because of his acts you may have to go through suffering be it physically or emotionally.

A Chinese proverb goes "If you don't experience the pain personally, you will never know the pain (of loss)"

My heartfelt condolences to the family of Mohd Zuhaili Noraihan.  His family sent a young healthy 18 year old Zuhaili to National Service only to have him returned in a coffin! 

"Medical mistakes and lapses are not acceptable options, and the consequences are too dire for society or the patient and/or their families to bear" 

Dr Quek (Malaysia Medical Association President)

"The consequences of having significant numbers of poor quality personnel in other areas of human activity may not be significant, but in healthcare, it can be a matter of life and death for all the population" Dr Milton Lum (Malaysian Medical Council)

Update : Another dead and one in ICU. For details read HERE

Women - "Are you obssessed with the right things?"

Controversial yet effective.  Love these Breast Cancer Foundation, Singapore ads.  They question women what should they really prioritize. Their health or the small things e.g. pimples, bad hair day, butt.

To each his own

Much has been written about Valentine's day from being too commercialized, misunderstood and with religious controversy!  I've been there with the mad rush, caught up with the 'must haves'.   Then comes the maturity that declaration of one's love should not be once a year and costing your partner a bomb for a bouquet of flowers that shrivel within a week!

Whatever is your belief, that's yours.  That should not stop the others from just enjoying this day for what it is - simply lovey dovey dizzy pink rozy Valentine day.  To each his own.

For all those yearning but without a Valentine date, flowers or intimate dinners, all's not lost.  Go get yourself an Emergency Chocolate - it will help you through the day.

Happy Valentine's Day!

Whither the quality of new doctors

It is clear within the medical faculty there is a great concern for the quality of doctors produced and that there are too many doctors too soon.  There have been instances whereby the trainee doctors can't tell the difference between a sleeping patient and a cyanosed one!  The trainee doctors did not know the basics of resuscitation or what an oxygen face mask was. Ludicrous but true!

My mother went through a surgery only to come out of the operation theatre without any pain killers.  She was writhing in extreme raw pain for 85 minutes!  During that time, I pleaded with the doctor to check what was wrong.  All he had to say was that she had very low tolerance for pain, until a low ranking nurse took the trouble to check the pain killer dispensing machine only to find that it had malfunctioned!  I blew my top with the doctors and nurses, and I had every right to!  The head nurse was extremely apologetic and tried to make the rest of my mother's stay as comfortable as possible.

At least in my mother's case, the situation was salvaged.  There are cases where medical negligence practically takes away one's quality of life.

Ahmad Alif (right) with family & counsel

A news report back in 2007 stated that the highest number of medical negligence cases in Malaysia occurs in the delivery room.   That was what happened in Ahmad Alif's case and as a result he suffered paralysis on his left side of his body and brain damage.  It took his family 10 long years to receive acknowledgement that there was medical negligence.

In the case of Baby Yok Shan, the photo speaks for itself.  A trainee doctor who received instructions over the telephone from the specialist doctor on duty administered the injection. The trainee doctor inserted the needle into muscles and tissues instead of blood vessel in the arm. This caused the baby’s arm to be infected.What irked me was the response of the then Health Minister - a total disgrace! 

The above two cases are not current news but yet the same concerns persist.  In order to achieve a good doctor patient ratio, Malaysia is akin to a production mill at full capacity churning out questionable quality doctors.  Apparently, General Medical Council of the United Kingdom does not recognize our local medical degrees!  So what does this say about the quality of locally trained doctors?

"Medical mistakes and lapses are not acceptable options, and the consequences are too dire for society or the patient and/or their families to bear," Malaysian Medical Association (MMA) president Dr Quek said.

Dr Milton Lum hit home when he opined in his interview saying "The consequences of having significant numbers of poor quality personnel in other areas of human activity may not be significant, but in healthcare, it can be a matter of life and death for all the population"

It is hoped that in the rat race to achieve a good doctor patient ratio, the authorities will not forget that quality of doctors are just as vital.  Doctors to remember that practising medicine is not just a prestigious, profitable career – IT IS A CALLING!

The "Physician Code" may not be applicable to doctors in Malaysia, but this is a good one

The widely used modern version of Hippocratic Oath was penned in 1964 by Dr Louis Lasagna 

How many plates of chicken rice?

Ipanema Gisele Bunchen  RM74.90

In a sportswear shop, I overheard a teenager arguing with her mother, demanding for the latest fashion in sandals.  The teenager's demand?  It  was for a pair of plastic flip-flop costing more than RM50 with the brand name "Ipanema Gisele Bunchen".  Her mother, bless her, remained steadfast and refused to give in.

This pair of plastic RM89.90

 The teenager continued to plead, "..... but for every pair sold RM3 goes to MNS (Malaysia Nature Society), for charity to conserve the forest reserve!" Her mother replied "Fine, charity then it shall be.  I'll get a similar pair of plastic sandals for you, without the brand name for less than RM20 and the rest of the amount will go to charity."  Bless her heart!


I related the above to my teenagers and their immediate replies were - "How many plates of chicken rice can you get?"  This made me smile - remembering my method of teaching them the value of money.  I would use this analogy whenever they ask me to buy, in my opinion, overpriced and futile items.
My teenagers love chicken rice.  When they were young, all their friends had collection of Barbie dolls.  The price of a Barbie doll then was about RM50. They would nagged me for Barbie dolls which I absolutely refused to buy.    I would ask them how many plates of chicken rice can you get if a plate is RM3.50?  I would then give them the scenario of a poor family of four and with RM50, each of them could have a plate of chicken rice for dinner for three days with left over of 2 plates for the fourth day.  This made them understood the value of money and to this day, whenever they spend the "chicken rice equation" comes to mind.   Well, they did get their Barbie dolls - not from me but from friends who gave it to them as presents.

I am not against branded items especially if you can afford it, by all means go ahead splurge on yourself and pamper yourself.  My personal rationale is this - why should I pay such exorbitant price for a branded item when I can get similar ones without brand name, of course, for a fraction of the price?

As far as I am concerned, my children must know money does not grow on trees.  I also have this notion that before my children earn their own monies, they'd better know the value of money and how to earn it before spending it!

By the way, my teenagers opine that not only are the plastic sandals ugly, they are ridiculously priced!  I am very happy to know they have good heads on their shoulders!

I am an angel! :)

Ah.......  smile, happy...... I feel good.  I am an angel!  Yes, in comparison to Amy Chua, I am an angel!

As I am typing this, one of my teenagers read the title of this post and went on to say sarcastically "I am an angel. Wow, you are an angel. Wow!  Can't wait to read this!" and rolled her eyes and laughed!

Amy's controversial article about the way she brought up her kids, had caused an uproar since its publication on 8th January 2011.  As of today, it is still the top three most read and commented article in The Wall Street Journal, Asia Edition.

Two weeks ago, I was discussing this article with a group of friends who are, like me, mothers.  Between us, four mothers,  that afternoon I discovered that we have differing styles in bringing up our chidren.

I try to be patient but patient is not my virtue.  I try to be soft-spoken, teach patiently but usually without warning I will erupt like a volcano.  I, for one, am certainly not Mother Theresa.  My sister is the total opposite. We are so different that we are like night and day. Though we are of the same parents, with the same upbringing but yet when it comes to parenting our children, we are like oil and water.  Why so different?  I do wonder sometimes but never could come up with a satisfactory answer for myself. 

Of course sometimes I do feel guilty that I have been strict with my children.  I don't expect my children to score straight As but the least I expect is that best efforts are put in.  I go berserk when I have to remind them to do their homework as I expect homework to be done without me having to nag them.  I make up for being strict by giving them cuddles and hugs or going crazy with them.  At dinner or bed times, or weekends the children get to twist me around their fingers.  So it is nice to know despite my being strict, my children still let me into their secrets, share their crazy ideas and just hang out 'like friends' (so they say).  It is especially nice to hear them say 'You're my bestest friend, mum!" and that will get me started! - and they know it will! - telling them off that there's no such word as "bestest".

With all the brickbats in Amy's way, I like what  Sophia has to say in defence of her mother's provocative article.  Every mother subscribes to different ways to bring up her offspring and only the family knows what's really going on.

As long as the family unit knows there's a balance and we can still connect with one another, I guess we are fine. But I must say "Amy, thank you for making me look so angelic!"

 "Loving a child doesn't mean giving in to all his whims; to love him is to bring out the best in him, to teach him to love what is difficult."   ~ Nadia Boulanger (1887 - 1979) ~

The fool is happy that he knows no more

The learned is happy, nature to explore, the fool is happy, that he knows no more 
~Alexander Pope~

On the beautiful sunny afternoon of 8th February 2011, my newly cleaned shiny car was 'kissed' by another.

The following day, I went to make the mandatory police report in order to claim insurance monies for the due repairs.  At the police station I realized that each and everyone of us may be ignorant of some things in life but is our ignorance innocent, by choice or arrogance?

I was not sure of the name of the highway where my accident took place.  So I seek assistance of the police officer on duty, described to him where the accident took place and asked for the name of the highway.  What did I get?  A  map book thrown at me and a curt "Look it up yourself".  I dutifully did that, typed out my report and then went back to the police officer for the printing of my report.

One look at my report, the police officer told me that there is no highway by that as named in my report namely Lebuhraya Baru Lembah Kelang.  Confused, I showed him the map book given by him to me.  What did he do?  He refused to look at it and instead told me that my accident took place at NKVE.  He knew the name of that highway but yet he refused to tell me when I asked, and made me look it up myself in the map book.  For that I must thank him for educating me.


He insisted that I changed it to NKVE but I refused because the map book clearly stated it as what I had typed.  When I asked him what does NKVE stand for, he just replied, "NKVE.... NKVE lah!"  I had to tell him it is the acronym for North Klang Valley Expressway which is also Lebuhraya Baru Lembah Kelang in Bahasa Malaysia.  I invited him again to look into the map book to ascertain the correctness of my report or otherwise.  He absolutely refused.  


It is sad isn't it - when one is given a chance to learn, to educate oneself but yet not to take opportunity of it.  Ignorance by choice and arrogance is the saddest part.

Anyone who stops learning is old, whether at twenty or eighty. Anyone who keeps learning stays young. 

The greatest thing in life is to keep your mind young.  ~ Henry Ford ~

Farewell, Pakcik

Yesterday, my dear friend Pakcik passed away after a brave battle with lung cancer

Life is so fragile, isn't it?  He left Malaysia to return to Singapore in December 2010.  Barely two months of his return to Singapore, he bade us farewell.  Come Hari Raya celebration this year, it will not be the same anymore.  No more Pakcik's quiet humour, no more his gentle way of telling funny tales of his younger days...... I'll miss this dear gentleman.

Some people come into our lives and they leave sooner than we expected, and they leave footprints on our hearts.

May the road rise up to meet you, may the wind be ever at your back.  

May the sun shine warm upon your face and the rain fall softly on your fields.  

And until we meet again, may God hold you in the hollow of his hand. 

~Irish Blessing~

Fragrances

"Smell my feet! Smell my feet"  my little one would say to me.  He knows I like to smell his feet after his bath, just before bedtime or when he wakes up from sleep.  Snuggling in bed reading him a bedtime story brings to mind fragrances I absolutely adore and love.  Yes, this is me going crazy cheesy reminiscing fragrances I adore......  which are none of the bottled fragrances easily available out there.

In the third place is the smell of a toddler's sweaty head of hair - all sweaty after playtime.  Towelling the sweaty hair dry, I'd immediately bent over to smell the crowning glory - the smell of health and happiness after a good time.

Second place - I love the smell of babies and toddlers' feet after their bath or when they wake from slumber. My little one once had a pair of suede shoes that just made his feet smelly.  One day after removing his feet from this pair of shoes, he promptly thrusted his feet towards me and said "Mummy smell your favourite perfume"  I totally forgot the stench that comes with the removal of this pair of shoes - I bent over to smell and boy!  did I gag!  Phew!  I can assure you that it was no fragrance then but pure stench!!!!   :(

In my top spot - my all time favourite and will always be is the smell of babies. Do you know what I mean?  Babies just have this scent, glorious aroma, fragrance .....  I just wish there's someone out there that can capture this scent and put it in a bottle.  Crazy me? well, babies smell heavenly.......

Baby, you smell heavenly!