A good pun on the word "track" since we're talking about SMRT.
Let me try to use an analogy to illustrate what has led SMRT to totally neglect its most basic role as a rail operator. But first a little background info. When Ho Ching appointed Saw PH, she wasn't looking for someone with rail experience or for that matter, someone with any form of technical operations experience. She was looking for someone who had been in the retail business because her objective was to popularise the shops owned by SMRT such as those at DobyGhaut Xchange and the Orchard Xchange to boost the tenancy take-up rate and boost rentals of course. To Ho Ching, the efficiency of the rail in itself is of the least concern to her as she can raise fares anytime she likes. The analogy is this. A father sends his son to school. He told the boy that he wants him to excel in sport. So the son took up football in school. Everyday, the father would ask the son, not about his academic work, but the matches he played, the number of goals he scored etc. So each time the father and son met, they would only about the football in school and how the son was coming along with the sports. Nothing was ever discussed between the two about the boy's academic results. Well the boy did very well in football, he became the school's most valuable player, but he failed in all his academic subjects. Since his father was not concern at all with his academic results, he naturally focuses only on playing football and never study, perhaps only minimally. The father was non-plussed, because all that matters to him was good was his son in football, not his academic achievements or lack of it.
Picture this in SMRT boardroom. Whenever Ho Ching meets Saw PH, the former will asked how are the shops doing, how many have been taken up, how much has the rental gone up, what's the total revenue from rental income. In other words, all Saw PH needs to report to Ho Ching is on the performance of the shops, not on how the trains are performing. She doesn't have to report if the train meets the schedules, if there is any over-crowding on the platforms etc. Since Ho Ching is not interested in the train operational matters, what would Saw PH do on her job? Simple. She will just focus on the retail shops side of the business and let things on the train side run on its own. Over time, the train operations gets neglected but no one will ever be too bothered because the big boss up there is not interested at all about the trains. It's all about shops rental. So we have the situation of consecutive MRT incidents today.