About Zero Complaints: A good example set by Dato' Zahri Samingon, MBPJ mayor
I am deeply impressed by the Mayor of Petaling Jaya, Dato’ Zahri Samingon. In a brief discussion with him over WhatsApp, I shared my concern that there is likely to be significant traffic congestion at the junction of Jalan 16/11 and Jalan 17/1 in the coming months. I had recently learned that another large church congregation will be relocating to the same area in July, which would almost certainly add pressure to an already busy junction. During our exchange, I offered several suggestions and explained a concept that I believe he already understands well: Zero Complaints. This was a principle we were trained in under Philip Crosby’s Excellence Through Quality (EQ) system. The idea of Zero Complaints is simple yet powerful—it simply means being proactive: anticipating problems and resolving them before they escalate into public issues. Too often, problems involving local authorities become visible only after they have affected the public, forcing civil servants into reactive “firefigh...