MICHAEL YOUNG
Michael Young is a trainer, coach and contracts engineer in the HVAC industry. He graduated from the
University of the Witwatersrand in the field of Mechanical Engineering (B.Sc Mech Eng) in 2008 and
qualified as a Professional Engineer (Pr.Eng) in 2013. Michael is passionate about promoting knowledge
and helping other young engineers grow within the industry through his training workshops and
coaching sessions.
INTERNET FIBRE
IS THE PERFECT EXAMPLE OF ECSA
OUTCOMES 4 AND 5
By Michael Young
A few months ago, I decided to upgrade my current home internet from
LTE to fibre and the experience I had was completely aligned with ECSA
requirements.
I
conducted some research, chose an Internet service provider
and placed through the order. I was informed that my fibre
installation would occur within the next 10-12 working days and
that someone would contact me shortly.
I patiently waited, and 15 working days later, no one had
contacted me. I phoned the internet service provider and they
informed me that I must deal directly with the fibre company
and not the internet service provider for the fibre installation. I
contacted the fibre company and I was informed that my order
had not been processed, and I must deal with the internet service
provider. Cutting a long story short and after much frustration,
I eventually got internet fibre for my home – seven weeks after
placing the order.
If you had gone through this back and forth process, would
you become frustrated? The answer would probably be yes.
Firstly, there is a clear lack of communication between the fibre
installation company and the internet service provider. Secondly,
no one took the lead to solve the client’s problem.
After having gone through this experience, would you
recommend this fibre company to your friends? Would you say
this business is professional and helpful to their clients? You would
probably say ‘No’.
A story like this is exactly what ECSA do not want to see within
the industry.
Being engineers, we are required to take charge of projects
and do everything within our power to resolve a problem as it
occurs. Now some of you may say, “Outcome 4 is management of
an engineering activity, surely that is not resolving problems?”
This is where many candidates go wrong, accomplishing
outcome 4 is NOT project management. It is dealing with
www.hvacronline.co.za
finances, legal issues, and resources such as time and money
when unexpected events happen.
The goal is to handle the event in a professional manner and
to communicate clearly with your team, stakeholders, suppliers,
and to be fair, with each decision you make. That is why clear
communication is outcome 5 as the goal is to be able to interpret
and deliver clear instructions to all parties involved so each project
is a success.
So, let’s imagine my experience had been different. Let’s
say the internet service provider took charge of the situation,
told me what events were occurring and how the problem was
going to be solved within the next 24 hours. My perception of
this particular internet service provider would be very different,
and I would be encouraging all my friends to sign up with them
for internet fibre. This was a very important lesson to learn
– look after your clients and your clients will look after your
profits. Take the lead and constant communication can be a key
differentiator within a market where clients are willing to pay
premiums for excellent service.
You do not have to walk this ECSA registration journey alone,
send an email to [email protected] and tell
me your ECSA registration problem. I guarantee that I will be able
to provide you with the correct guidance.
Catch next month’s issue where we discuss how one’s impact
of activities can destroy a company brand.
Can’t wait to catch up then. RACA
RACA Journal I February 2020
69