In a world where corporate bureaucracy can often slow down urgent operations, a recent display of “customer centricity” and efficiency at Mangosuthu University of Technology (MUT) has left a senior leader in awe. Mbali Mkhize, Senior Director of the Department of Marketing and Communications, recently found herself facing a logistical nightmare: an emergency business trip to Gauteng and beyond with no prior arrangements and a Sunday departure. With the clock ticking, Mkhize turned to two individuals to navigate the crisis: Nganele Dube from her own department, and Nokuphiwa Mthombeni from the Stores Department.
The two colleagues successfully secured flight bookings at what Mthombeni described as the “last, last minute” booking. The team even managed to troubleshoot and resolve a shuttle service glitch that threatened to derail the trip. Mthombeni said, “I can work from home when needed,” as she talked about the weekend effort. Her light-hearted response showed she is always ready to help the University whenever necessary.
For Mkhize, who has long been a staunch advocate for high-quality customer service within the University, the experience was a profound example of staff dedication. “Travel has become very critical, and the customer-centricity shown here was exceptional,” Mkhize noted.
Mkhize applauded Dube and Mthombeni for their willingness to work “beyond 8–4”. The two staff members’ commitment saved an emergency from becoming a missed opportunity. “This display of inter-departmental cooperation serves as a powerful reminder of how individual dedication and flexible working arrangements can bolster the University’s operational efficiency during critical moments”, said Mkhize.