I don't know -> know!

The mayor of a small but flourishing Siberian oil town had a great idea to compel introspection and accountability on his public employees, and hopefully increase their efficiency.

Alexander Kuzmin, a young businessman who is now mayor of Megion, has banned city employees from saying such phrases as:

• I don't know
• I can't
• What can we do?
• It's not my job
• It's impossible
• I'm having lunch
• There is no money
• I was away/sick/on vacation

Those who disobey "will near the moment of their departure."

Says Kuzmin:

"Town authorities are there to make town residents' life comfortable and prosperous. Town officials must work out mechanisms to solve and remove problems, not to avoid them."

Kuzmin's chief of staff, Anna Borovikova, says discipline has improved:

"Before, it was so easy to say `I don't know.' Now before reporting to the mayor we prepare several proposals on how one or another problem can be solved."

Read it at Yahoo.

Tags: Alexander Kuzmin, Megion, best practices, customer satisfaction

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