The New Zealand Railways Magazine, Volume 12, Issue 2 (May 1, 1937)
Railway Progress In New Zealand. — General Manager's Message
Railway Progress In New Zealand.
General Manager's Message.
The prestige of the New Zealand Railways, like that of any other organisation, is maintained by the bearing and outlook of the individuals who are on its payroll. It happens that this Department of State, with a staff of over 20,000 members, has in its employ a larger number of persons than any other organisation in the Dominion. Our large scale operation may, however, prove to be an advantage or disadvantage departmentally, according to the measure of interest displayed by members towards their work and the personal service they render to those who do business with the Department.
That the reputation of the Service stands high in the community is proved by the many expressions of appreciation conveyed to me by a public which has had its transport problems handled to its satisfaction. The increasing use that is made of our services throughout the country is also further evidence of that appreciation. To be worth while this reputation has to be maintained, not only day by day, but minute by minute throughout the whole range of Departmental activities, so that it will become permanently associated with the name of the N.Z. Railways and symbolic of its service. Any indifference to the requirements (large or small) of our customers by any individual on the staff lets the reputation down, and it should always be remembered that instances of indifference become deeply rooted owing to the inconvenience and displeasure they may cause. Any effort that indicates a willing desire to serve helps to raise the Department's prestige still further.
I would like every member to feel that, irrespective of the extent and responsibility of the work delegated to him, he has the Department's reputation in his own hands. If he has the right conception of this, and meets his opportunities and obligations to serve in the true spirit, then he is in a position to feel that he is giving security not only to the Department but also to himself.
Then every individual member has his own reputation as a railwayman to consider—both within and outside the Service.
Externally it is dependent upon his attitude towards those outside the Service, who know little of his technical capacity as a railwayman but who judge him, and the organisation for which he works, by his attitude towards them as clients of the Department.
His reputation inside the Service depends upon the quality of the work he performs and this is usually well judged by those who are able to compare his work with that of many others carrying out similar duties. Such comparisons are necessary in weighing up the reputation of members of the staff and great care is exercised to see that fair play all round is secured. Opportunity figures largely in the lives of all, more particularly those associated with the Railway Service. It lies with each member to see these opportunities when they come along and to make the best use of them for the common weal. It is thus that reputations of Railway men are made to the mutual satisfaction of the individual, the organisation and the customer.
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