Dictated procedure

Dictated procedure

As a local manager for a Canadian company, I interact with
Indonesian nationals on a daily basis, usually pleasantly.
However, a recent incident illustrates a uniquely Indonesian
problem, common within middle management in the business
community, as well as at many levels in the government.

Indonesians seem to take great comfort in following dictated
procedures. In our experience, relatively few exercise personal
discretion or initiative; they are bound by the doctrine of Ewuh
pakewuh (reluctant to disobey/oppose to seniors).

The incident to which I refer occurred on Sept. 5, as my wife
and I returned to Jakarta from abroad. My wife was in a leg brace
and using crutches, having undergone knee surgery the week
before. Halfway along the airport terminal, I saw about 10
wheelchairs. None were being used. Joane got into one. I
proceeded to push her along the remainder of the long walk along
the terminal.

We had gone no further than 10 meters when a fellow approached
me and requested where we were from. I replied "Canada". He said
"No, no, which flight did you come in on?" I replied, "Singapore
Airline," to which he stated that "The chairs were for Garuda
passengers only". He asked us to return the chair.

I first ignored him, but he persisted. Finally, he blocked our
way, and held the chair. We had a very loud and somewhat profane,
one-sided exchange which attracted the attention of several
security officers.

Both Joane and I, being in our late 40's and in no position to
initiate a fight, gave him the chair before the law arrived.
Joane proceeded to hobble her way the last 100 meters or so down
the corridor to passport control. I think, the fellow proudly
returned the chair from where it had come.

The Garuda employee could have shown a little common sense and
initiative. The fellow could have requested that I return the
chair when we were finished. He might even have offered to assist
us.

That seems to be what is lacking in this country. A sense of
discretion in the use of authority. A sense of helping someone
without a profit motive simply because it's the right thing to
do. A sense of compassion.

AL WORKMAN

Jakarta