Photo credit: SMRT Corporation Ltd

[The full article was published in Lianhe Zaobao on 31 October 2022.]

Within the first hour of his official tenure as Group Chief Executive Officer (GCEO) of SMRT Corporation on 1 August 2022  – Mr Ngien went with SMRT Chairman, Seah Moon Ming on a site visit to Bishan MRT Station to inspect the tunnel there.

Since Mr Ngien joined the SMRT Board of Directors in May, he and Mr Seah have spent about 100 hours on site, visiting train and bus facilities over many late nights to understand the work processes, listening to the feedback of employees, and looking for ways to improve matters.

In an exclusive interview with Lianhe Zaobao recently, Ngien Hoon Ping and Seah Moon Ming repeatedly emphasised the importance of the Japanese management concept of "Kaizen" that SMRT has instilled within the organisation, which includes on-site inspections known as Gemba Walks.

Gemba Walks are in-person management visits to the workplace to observe the site, identify potential problems and reduce waste through the enhancement of work processes which in turn increase work efficiency and reduce costs.

Gemba is a Japanese term that translates to “on-site” and can refer to the workplace or shop floor in technical facilities.

Mr Ngien said: "Gemba Walk is an integral part of our 'kaizen' culture that cannot be compromised. It allows me to see, feel, understand, and affirm the efforts of employees on a personal level. Listening to the concerns and needs of employees is a way of showing our respect to them and helping them build a sense of safety.”

Expressing confidence in Mr Ngien’s abilities, Mr Seah said: "I have worked with Hoon Ping for more than 20 years. With the strong leadership skills and right attitude that he possesses, I believe he has the ability to lead the team and work with stakeholders to achieve the mission of SMRT.

“Everyone sees Hoon Ping as a people-oriented leader who is down-to-earth and empathetic. His strong belief in teamwork will help to foster trust and close collaboration with our key stakeholders, putting us in a strong position to act as good stewards of public transport resources and services.”