Exploring hidden dimensions Part 4: catalyst for quality culture

Aivazi is a committee member of the CQI Audit SIG, while Brett previously had roles as Japan Quality SME and Audit Manager for GSK and is currently Vice-Chair of the Audit SIG.

In Part 3 of this series, we offered five Japanese concepts which contribute significantly to the country's reputation for quality. In this part, we delve into five more concepts: Gaman, Dai-ichi-inshou, Dandori-hachi-bu, Omotenashi, and Hōsō.

6. Developing patience and persistence

The Japanese term Gaman (我慢) is a key concept that relates to the idea of developing patience and persistence. The Japanese cultural value of Gaman also represents resilience, and tolerance.

This value is integral to navigating the professional environment in Japan, as it cultivates a capacity for resilience in the face of setbacks. The embodiment of Gaman by professionals can lead to sustained success, especially in challenging conditions.

Gaman embodies the idea of enduring hardship, restraining oneself, and persevering, often with dignity and without complaint. It is an intrinsic part of Japanese culture, emphasising stoicism, self-control, and a long-term view.

Another related term is Nintai (忍耐), which has stronger link to the concept of endurance. It carries a similar connotation to Gaman but emphasises the ability to withstand difficulties and maintain effort over the long term.

The third term in Japanese is Nebari Zuyoi (粘り強い), which can be interpreted as 'tenacious' or 'persistent'. It describes someone or something that has a strong endurance or perseverance, refusing to give up easily.

In the context of manufacturing, Nebari Zuyoi can refer to the quality of a material or product to withstand stress, strain, or wear over an extended period. It implies that the material or product has a high level of durability and can maintain its performance or integrity, even under challenging conditions. This trait is often desirable in manufacturing as it ensures the longevity and reliability of the end product.

These values of patience and persistence are deeply ingrained in Japanese culture, influencing personal conduct, professional practices, and societal norms.

7. Utilising the first impressions

In Japan, it is said that first impressions or dai-ichi inshou (第一印象) go a long way.

While considerable care for innate qualities is to be considered, the importance of paying attention to appearance should not be ignored. Showing the best version of employees, work environments, and products will open new doors for business opportunities, and create an ideal image that builds trust and leads to long-term business partnerships. By ensuring the quality of the outside packaging, you reassure clients of the quality of the product inside.

8. Realising the importance of preparation/pre-planning

The Japanese proverb Dandori hachi-bu, shigoto ni-bu (段取り八分仕事二分) emphasises the significance of thorough planning and organisation prior to commencing a task, to the degree that preparation and the actual work should be done in an 80:20 ratio.

By dedicating ample time to careful preparation, the execution phase becomes more streamlined and efficient. In addition to worrying about the progress of our work, it is beneficial to consider the importance of being adequately prepared and allocating sufficient resources to the preparatory phase.

9. Elevating customer value

Omotenashi (おもてなし) is essentially defined as hospitality and service. This expression signifies the fact that Japanese-style service puts great attention on exalting clients and customers, and that service should come from the heart.

The concept of Omotenashi puts an emphasis on raising customer satisfaction with high quality and heartfelt acts of service. By treating customers with compassion and true consideration, not only can clients appreciate the sincerity of the hospitality, it shows that their partner is delighted to do their duty, creating a healthy and long-lasting symbiotic relationship essential for business cooperations.

10. Packaging and wrapping

The packaging, or Hōsō (包装), has always played a crucial role in marketing and promoting products. However, Japanese quality highlights the significance of packaging from a Japanese perspective, as packaging goes beyond its functional purpose; it embodies a philosophy of attention to detail and a commitment to excellence.

In Japan, packaging is an art form that reflects the country's rich cultural heritage. Traditional patterns, symbols, and colours are often incorporated into packaging designs, creating a visual representation of Japan's history and traditions. This connection to tradition helps instill a sense of authenticity and value in products.

Japanese packaging is designed with the customer's experience in mind. It aims to create a sense of anticipation, excitement and delight when opening a product. The use of complex folding techniques, elegant materials, and thoughtful presentation adds value to the overall customer experience, making it more memorable and enjoyable.

Packaging in Japan is not only about aesthetics, but also about ensuring the integrity and safety of products. With a strong emphasis on quality, Japanese packaging is designed to protect products from damage, contamination, and tampering. This commitment to product safety has earned Japanese products a reputation for reliability and trustworthiness.

Japanese packaging prioritises clear and concise communication of product information. From ingredients and nutritional facts to usage instructions and expiration dates, packaging in Japan aims to provide consumers with all the necessary information in a visually appealing manner. This attention to detail helps build trust and transparency between the brand and the consumer.

In recent years, there has been a growing focus on sustainable packaging solutions in Japan. With a growing awareness of environmental issues, Japanese companies are actively seeking ways to reduce packaging waste and promote eco-friendly alternatives. This commitment to sustainability aligns with the global shift towards more environmentally conscious practices.

Conclusion

Japan has made a mark on the world stage for its great quality in many sectors; however, beneath the surface level successes and masterful craftsmanship, there lies a complex weave of cultural codes and values as explained above.

Just as the proverbial double-edged sword bears the capacity to both protect and harm, these cultural aspects come with their own set of advantages and potential drawbacks.

By embracing best practices that prioritise the customer, product quality and continual improvement on one hand, with the wellbeing of the business and its employees in the other, organisations can achieve sustainable success.

In understanding the ten unique cultural influences, professionals in Japan and those interacting with Japanese businesses can better navigate this unique working landscape.

These cultural elements not only enrich the professional environment, but also play a significant role in the creation and delivery of the quality services and products for which Japan is renowned.

At its core, this exploration reveals that the subconscious cultural influence on quality in Japan is not simply about meeting standards or exceeding benchmarks; it hinges on an ingrained ethos that permeates all aspects of life.

As such, professional success in Japan is not merely about proficiency in a given field. It involves embracing a culture of quality nurturing an in-depth understanding of these cultural influences and integrating them into one’s professional life.

By fostering an environment that values quality, harmony, respect for tradition, and persistence, professionals and organisations can tap into the hidden dimensions of Japanese culture that drive success. This process not only enhances individual professional growth, but also contributes to the sustained success of organisations operating in Japan.

The rich context of cultural influences, coupled with the relentless pursuit of quality, offers a unique framework for professional achievement in Japan. Through understanding and embracing these cultural influences, professionals and organisations can truly thrive and contribute to the ongoing narrative of quality that is synonymous with Japan.

This discussion is continued in part 5 of this series, due to be available in July 2024, exploring hidden dimensions of national aspects – cultural quality and the double-edged sword.

Acknowledgement: This part of our series has undergone review and comment by a distinguished team of international experts, each of whom has either resided in or conducted in-depth studies on Japan, or are of Japanese nationality: Richard Brett, Hiroyuki Iwamoto (岩本博之), Ryo Kanno (菅野亮), Shinya Watanabe (渡邉慎也), and Toshihiro Koga (古賀稔広). The author acknowledges and sincerely values the significant contributions and expertise they have provided.