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wanted to share some thoughts on what I learnt from Japan. and to my surprise @Shankar_Srinath and already put this down on our internal learning group, and could not agree more..here it goes
1) Taking pride in the work they do - Right from the person who cleans the train to the person checking your passes, they take a lot of pride in the work they do and do it with a smile. This pushes them to be extremely good at the output they produce.
2. Human Systems scale with the right process: tech automation has limitations, there is a human touch in hospitality/retail/service. the sheer amount of process built for each step makes it feel automated and magical.
3) Clock work precision - train, bus, queues in amusement parks worked on time. This is possible cos of 2 and 1 - follow a process and be proud of the work. This meant multiple stakeholders involved were doing their work in sync and ensured their end of the deal is adhered to.
4) High levels of accountability: Every delay in train is profusely apologised for and the reasons are updated real time even if they are trivial. Every non adherence to timeline is noted and reasons recorded/communicated to customers (even at scale).
5) They consider their surroundings sacred - right from temples, streets, stations and trains. They consider it a part of their way of life to keep things in order and clean. They are not rewarded for this, yet they do it because they care. this reflects in the end output too!
6) Minimalism - They believe in the philosophy of less is more. Conserving resources and not using more than what they needed is reflected in the way they decorate their house, space utilisation and even the dresses they wear (all most all of them were black suit to office).
7) Most important - Doing the right thing even when no one is watching you - Every time i travelled in a bullet train, the staff would pass by a coach and at the end of the coach bow down to folks who are travelling. This happened even when no one was watching them.
8) Trust over everything else - Their internal moral compass is very high and never is doubted. they don't approach a transaction doubting the other person. @kunalb11's tweets on trust as a founding pillar resonated a lot here for me! END.
