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The New Zealand Railways Magazine, Volume 3, Issue 4 (August 1, 1928)

How to Achieve Success — Plans and Ideals

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How to Achieve Success
Plans and Ideals

I have no great scheme for you. It is simply wrapped up in co-operation. If I have that from the commercial people on the one hand and the railwaymen on the other hand, I will, when I lay down the reins of office and give an account of my stewardship be a happy man.”

With these words Mr. H. H. Sterling, General Manager of the New Zealand Railways, concluded his address at the luncheon tendered him by the Canterbury Progress League.

Mr. J. E. Strachan, president of the League, presided over a large and representative gathering.

Mr. Strachan expressed pleasure at welcoming Mr. Sterling back to Christchurch. Mr. Sterling had had a distinguished career in the Railway Department, and he paid a tribute to his courage in undertaking the task he did at this juncture. Mr. Sterling believed even at this time that he could make the railways pay. Mr. Sterling came to Christchurch when we were in a very happy mood in regard to the railways. The whole South Island appreciated the inauguration of the night express.

Christchurch Proud of its Son.

The Mayor offered Mr. Sterling the congratulations of the city on his elevation to such high office. Christchurch was proud of its son. While there were many big things to be done there were some small things that could be attended to.

Mr. C. P. Agar, president of the Canterbury Chamber of Commerce, said Mr. Sterling had come to Christchurch especially to meet them, and he trusted their guest would be given adequate opportunity to speak to them. The system now reverted to by the railways was the only one that, in his view, could be successful. He had believed the Government had reverted to a wise policy in appointing a general manager and it had been wise in selecting Mr. Sterling for that office. Mr. Sterling had had an opportunity of seeing the railways from the users' point of view. He assured Mr. Sterling he would have the support of the commercial community in his task.

The General Manager Speaks.

Mr. Sterling expressed pleasure at receiving an invitation to attend the annual meeting of the League, and was disappointed he was unable to attend. He was pleased to receive another opportunity to address them. He had an insoluble association with Christchurch. He had been struck by the way the business men were getting together. That was a thing that applied as much to railways as to any other business. He had felt that the call back to the railways was one he had to answer. The man who shirked a duty in the industrial field was as much a shirker as the military shirker. There was a close bond between the Prime Minister and himself—not a political bond, but a bond of association in railway affairs.

The New Factor.

The fact had been overlooked that railway affairs had been in a unique position. The railways had had to put up with the depression that affected the business community and had had the complete upsetting of the transport industry that had come as a consequence of the introduction of a new factor therein. They had an enemy in the front—depression, and an enemy in the rear—this new factor. The new form of transport was here to stay and was capable of giving good service to this country. Much of the competition that the railways had been up against was not economic, and, being such, would be evanescent in character, and would require a very careful policy in framing methods to meet it. There were things that they might do to meet it that would prove in the end to be a drag on the country. The railways were in much the same position as any other commodity. It was a question of supply and demand. They had to find ways to meet the demand. He had full confidence in the railwaymen. They were a body of men in which he had such confidence that he did not hesitate to throw in his lot with them in an effort to do his best for the country. The railwaymen had the capacity, and he believed they had the will, to deliver the goods. He wanted to instil the idea into the railwaymen that they had a moral obligation to the country. If he could do that, all would be well, and they would be well on the way to giving satisfaction to the public.

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They had to consider the customer, actual and potential. They had to make the customer feel that his custom was appreciated and that they regarded him as a friend, and to make the potential customer feel that he was a person in whom they were interested and whose custom they wanted. It was difficult to gauge the demand so that they might create the supply. In such an institution as the railways they frequently found that they had demands from people who thought they were doing the best for the country, but whose outlook was tinged with self-interest.

Co-operation Wanted.

“It will be my deliberate policy,” said Mr. Sterling, “to invite the co-operation of everybody—of the Progress League, of the Chamber of Commerce, and every other like body that will help us to gauge the demand accurately. I do invite you now to believe that I speak from the bottom of my heart when I ask you to come in with me on this problem. The chairman said he thought I would make the railways pay. Whether they will pay or not lies in the lap of the gods. What we all can do, and what I shall endeavour to do, will be to do the best possible in the circumstances. This is as much as I can do, and it is going to be no one-man job. I carry no talisman in my pocket other than that one word—co-operation—that will enable that ‘wantingness’ to change into a state of sufficiency. If you see anything wrong I want you to believe it will be appreciated by me if you will let me know. I have no feeling other than friendliness towards any constructive criticism that can be brought to bear on the work of the railways. I have a feeling that if we do not have criticism we will slip back. I want criticism that is constructive and helpful and made with a sincere desire to co-operate with me to get the best results from the railways in which you gentlemen, in common with the rest of the country, are shareholders.”

A Memorable Run. Arrival at Wellington of the first through Express from Auckland (distance 426 miles) on 18th August, 1908.

A Memorable Run.
Arrival at Wellington of the first through Express from Auckland (distance 426 miles) on 18th August, 1908.

Meeting the Demand.

Mr. Sterling pointed out that a sum of fifty million pounds was involved in the railways. That was a tremendous load for this country. If the country did not carry the load it would have its reflex on industry generally. He felt that if they were going to do justice to themselves they must all have a personal interest in the problem. It was easy to throw bricks. He did not know that it was much good. It might break a few windows, but it would never build a house. He wanted to build an economic structure that would be perfect in its parts and that would have no broken windows. He would like to see the sum total of happiness in this country increase, and it would give the railway authorities much happiness to talk over difficulties with anybody.

They tried to gauge the demand as well as they could. Sometimes they took their courage in their hands and tried to anticipate it. It was realised that a higher standard of comfort was demanded because of the change that had taken place in transport. People would not put up to-day with the discomforts that had been associated with steam traction in the past.

Good Service.

The institution of farmers' excursions was an effort to meet a demand. On march 26th the excursion of North Canterbury farmers to Southland took 744 farmers. On June 4th the West Coast farmers' excursion to Dunedin took 212 farmers. On June 28th the Otago farmers' excursion to the West Coast took 240 farmers. The Otira tunnel, when it was undertaken, was expected to deal with a traffic of 1000 tons a day. It would be interesting to know that recently the Department had created a record of 3100 tons per day through the “hole in the hill.” The men had been called upon to deal with a treble load, and they had not heard one word of dissatisfaction from the people whose business was dealt with through the tunnel. That was a silent work that was carried on and about which very little was heard, for the achievements of the railwaymen could not be blazoned from the housetops.

Mr. Sterling congratulated Canterbury on the excellent grain season that had been experienced.

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For the four weeks ended May 26th last there were moved on the railways 324,000 tons of grain, as against 172,000 tons for the corresponding period of last year. The increase for the season probably would not be proportionately large, as the grain was later this year. Dealing with complaints about shortage of waggons, Mr. Sterling said they could not control the demand for waggons in any shape whatever, and yet they had been able successfully to deal with the great increases in business to which he had referred, even though their difficulties were increased by the shoaling of the Greymouth bar and the consequent necessity for shifting a great deal of stuff overland.

Suggestions Welcomed.

“I want to say,” said Mr. Sterling, “that my ambition is to give a maximum of public satisfaction, to give you the best possible service the railways can give you at the least possible cost. To do that I have to get the co-operation of the railwaymen, of which I think I am assured, and I must get the co-operation of the people who control the business of this country. It will be my deliberate policy to move about freely during the time that I am able to do so for the purpose of coming into contact with my customers so that I may hear the worst, and, if you are charitably disposed,
The General Manager of Railways, Mr. H. H. Sterling, recently visited the Middleton Shunting and Marshalling Yards, Christchurch, and discussed with the shunters questions associated with their work. The group shows the General Manager (front row, centre of doorway) with shunters and officers of the Department.

The General Manager of Railways, Mr. H. H. Sterling, recently visited the Middleton Shunting and Marshalling Yards, Christchurch, and discussed with the shunters questions associated with their work. The group shows the General Manager (front row, centre of doorway) with shunters and officers of the Department.

I hope I will hear the best. There is no line of demarcation between myself and those who may use the railways. Everyone will be heartily welcome to come to me with any suggestions they may have that will increase the capacity of the railways for service. It will be my delight to discuss these things fully and frankly. The railways belong to the people of this country, and they are entitled to expect the best from them.”

Departmental Examinations

As showing the interest taken in the Department's Correspondence Classes, we print below a list giving the number of candidates who sat for the various March examinations:—

Intermediate Traffic 93
Junior Traffic 140
Locomotive Intermediate 10
Locomotive Junior 17
Stores Intermediate 10
Stores Junior 13
Maintenance Intermediate 6
Maintenance Junior 8
Total 297