Bureaucracy is something I’ve learnt to accept in all government offices, municipal authorities and health services. Many times I have been sent around offices carrying forms from one person to another without a real understanding of purpose, but with many ideas of how the process could have been made simpler. I never expected such an attitude in a private company, though the different approach is obvious.
This morning I did my best to get out of the house early to enable me to take my MP3 player to the lab without being too late for work. It has been completely broken for a few weeks already, and I haven’t had the time to get it replaced. It was quite annoying considering that I only got it a few months ago, and I didn’t want to give it up so easily. I drove through heavy traffic, but still got there early enough. The receptionist didn’t know exactly where I was supposed to go, but I repeated what I was told on the phone, and this was confirmed by another employee, and I was on my way.
I walked through a long and clean corridor of the old building to my first stop: the storehouse, where my request was listed on a form in three copies. One copy was given to me to hand to the technician who was to confirm the device’s status. Back to the corridor, up the stairs, through some doors to the technician’s office. He tried to turn the device on, it didn’t work, so my form was signed and I was sent to another office around the corner for another form that will confirm my right for a replacement device. In the other office the receptionist was on the phone, but helped me with a smile as soon as she could, to provide the form in three more copies and staple it to my original form. And back to the storehouse.
I was walking through the corridor, holding a pile of papers and my MP3 player. I had a strange association of walking in a hospital labyrinth, holding lab forms and a test tube on the way from one doctor to another. The ridiculous thought brought a smile to my face.
The helpful storehouse manager took all the necessary forms, leaving me my copies, and produced a brand new device, identical to mine. He suggested that I would report back to the technician to verify that the new device was operational, just in case. A good thing he did, because the new device was faulty as well. (I am guessing they’ve had some experience with this type of players). And again, a trip to the storehouse, another device, this time a basic check was made on the spot, before another walk through the corridor and up the stairs for confirmation. This time, it worked, and played, and at last I was free to go, with a brand new MP3 player, which hopefully will keep working for a few more months before I give up and buy a proper one.
If the situation wasn’t so funny, I guess I would have been really pissed off. It’s the attitude that makes it better. In most bureaucratic establishments, a sulk and unhelpfulness would have been added to the process, but here the people were well meaning and helpful, despite not being very efficient. I was never held in queues and everyone did the best they could to help me as quickly as possible.
There is always room for improvement.