Sunday, May 27, 2012

Singapore Army Open House 2012 - Revisit

Just back from second visit to the Singapore Army Open House, which ended its two-day exhibition for the public today.

Comments as follows:

1. Queue management for the Military Show with pyrotechnics, scheduled for 7pm, could have been better executed. The sinuous queue behind the seating area confused visitors walking in from the Grand Entrance as the zig zagging line merged with walk-ins and gave people ample opportunities to queue jump by blending in with the line.

There were also two queues: One started near the Leopard 2 Biber bridgelayer and the other was to the eastern side of the Dynamic Show Arena.

Queue management could have been better because standing in line for 30 minutes or more did not guarantee visitors a seat. If this was the case, the organiser should have proactively cut off the queue when the max seating capacity was more or less reached. The max capacity would be known beforehand and if the width of the queue was better marked, you can estimate the number of people per metre of the queue line and work out where to cut off the queue.

Turning a visitor away when you know the seating area cannot take more visitors is a better option than letting visitors kill time in the queue, only to eventually find out their time at the AOH could have been better spent.

Suggested solution: It is understood that some of the Operationally Ready National Servicemen (NSmen) deployed for the AOH are from one of the 800-series SIR battalions. Task them to manage the queue on Monday just as they would during CMR ops. Getting civilians to stand in line and obey orders during AOH is, generally and simplistically speaking, similar to getting them to stand in line for food, water or shelter. Teach them to work out the crowd size by estimating number of people per metre of queue and cut off the line proactively.

Tomorrow is Army Family Day. Botched queue management for Army family members is not the kind of image a ready, decisive and respected organisation should project.

2. If AOH literature stated the closing time for the Public Day event as 8pm, why make the duty personnel cease fire at 6:45pm? Visitors were also turned away from the rides a full hour before closing time. No visitor would begrudge AOH duty personnel from keeping their exhibits as we would understand they had a full day on their feet attending to thousands of visitors. But it would be good to indicate last entry on all AOH collaterals for future events. It is also good to indicate that exhibits will be closed up for the night from xx time to help visitors figure out how much time they should spend at the event.

This isn't a show-stopper. But full disclosure adds to visitor satisfaction.

Let's Bin It! Is this how the Third Generation Singapore Army treats its weapons? Disassembled firearms left on a trolley next to a trash bin. Yes, context is important but if a wide angle image is posted, you can tell immediately which vehicle it was and how far duty personnel were from the most heavily armed trolley in Singapore.

Still on show closing protocols: Weapons security for arms stripped from one vehicle during closing time was abysmal. Which army allows heavy machine guns and GPMGs to be lumped onto a trolley and placed unguarded next to a trash bin in a blind spot that duty personnel cannot see? It may be closing time but, in my view, the safety and security of controlled items is paramount.

3. Good to see that the AOH ambassadors were trained in the basics of hospitality: Make eye contact, smile and be proactive by approaching a guest and initiating conversation. This doesn't come naturally to all of us and it was heartwarming to see the AOH duty personnel step out of their comfort zone by making visitors feel welcome.

Both visits were worthwhile. Had an enjoyable time and met some old contacts. Have mixed feelings about the venue though and am unsure the 3Gness of the Army was adequately conveyed. Will post full report after Army Family Day is over.

16 comments:

Anonymous said...

Was in the Q since 6.15pm for 7pm show. Visitors had been patience to allow a smooth allocation till seeing people jumping Q , almost suddenly . Left the Q in frustrations as my kids are beginning to show mood.

Last glimpse of some unhappy ladies crowded around an LTC to let out her frustration.

David Boey said...

Hi,
When there's no divider between people in a queue line and other visitors, you can expect queue jumping to occur.

An orderly queue can break up when people start moving and people try to overtake the person in front.

I didn't even attempt to join the queue when I saw how it was being managed. Am no queue expert but I have worked with American colleagues whose duty is to design and manage queue systems like the ones you see in theme parks.

Heard from some visitors inside that the top most seats were left empty. Not sure why.

Hope you found the AOH worthwhile.

Warm regards,


David

ZZ said...

Charge already lah, dey. You might want to consider taking that picture down. Especially if the guy wasn't gone long. I'm quite sure your blog is read at the Chief of Army echelon.

charlie said...

hope they can do better when AOH rolls out to the heartlands

ZZ said...

David, are you going to AOH again today? I would love to tag along.

Regarding above comment, are there AOH @ heartlands coming soon?

Anonymous said...

I concur with ZZ. Confirm kenna charge. A picture will pinpoint the duty personnel in question... will appreciate it if you could remove it. No offense intended, Mr. Boey :)

charlie said...

ZZ, check this out: http://www.channelnewsasia.com/stories/singaporelocalnews/view/1187288/1/.html

But the NS45 website doesn't seem to have the schedule. Anyone knows better?

ZZ said...

charlie, http://www.facebook.com/photo.php?fbid=440455842639947

David Boey said...

Hi ZZ,
Didn't attend. It's the Army Family Day and outsiders may not be allowed in.

Re: Pix. The crew handled visitors well and should be able to explain their side of the story. In any case methinks you give this obscure blog more credit than it deserves. : )

Warm regards,


David

ZZ said...

I hope so for the crew's sake. When reports come from the outside, the Army tends to err on the side of severity. Commanders usually feel they have no discretion in the matter. Even without pictorial proof I wouldn't assume the army will buy the crew's story that they were watching.

I can already tell which vehicle it is.

Anonymous said...

Wow, David, that was a major weapons security FAIL, even us NSmen have more sense than to leave a .50 MG lying around next to the trash bin.

I visited the AOH on Sunday and had some long chats with fellow CSS'ers and some folks from Armour, but didn't go to the NS45 display as it was too crowded.

I would say that the crowd control could have been improved better, but one must consider the nature of the exhibit ground, which is really much smaller (and more expensive to rent) than the previous ones held at PLC.

ZZ said...

David, TUDM Hari Terbuka this Sunday at Subang AB.

I'm going. Are you?

David Boey said...

No plans.

Is this a one-day thingy for you?

Best regards,

David

ZZ said...

Yeah, one whole day. I don't have access to the programme so will find out on the morning itself.

Hsien said...

Hi David,
Check out this article on queueing theory. http://www.slate.com/articles/business/operations/2012/06/queueing_theory_what_people_hate_most_about_waiting_in_line_.single.html

David Boey said...

Hi Hsien,
Thank you for the link.

The example of Disney's use of multiple chambers to hint at progress can be seen at Transformers the Ride in USS. For those who've yet to visit, it comprises a serpentine line that enters successive chambers, all the while treating guests to an AV show explaining what Transformers is all about.

The eclectic tastes in reading material of visitors to this blog never fails to amaze me. :-)

Best regards,


David