Quality Control
Oct
23
In Japan, when you go to any kind of shop or place, you can generally expect to receive a certain level of service. This is partly because of the strict adherence to manuals and procedures. On the other hand, in the United States, the level of service can vary significantly. It depends on the management and the people working there. If you go to a good place, you can naturally expect excellent service, but on the flip side, there are also places with poor service, making it challenging to make judgments.
In Japan, because service levels are so strictly manualized, you won't typically receive service that's below that standard, but you also won't receive service that goes above it. Going beyond the manual can sometimes result in a negative evaluation. While customers may appreciate it, the company's perspective is that exceeding the manual is not allowed.
This principle doesn't just apply to service but also to products. Japanese products are often praised for their quality, which is true. However, when issues arise, the response can be quite challenging. In the American context, the product quality may not be as high, but products are designed with the expectation of potential issues, making repairs easier. The choice between creating a product that won't break in the first place and one that can be easily fixed when it does break is a difficult one.
In essence, Japan may be seen as a country that struggles with handling exceptions, while in the United States, dealing with exceptions is the norm. This is why they design products with easy repairability in mind. Which approach do you think is better? We'd like to hear your opinions.
Kenichi Uchikura
President / CEO
Pacific Software Publishing, Inc.
ken.uchikura＠pspinc.com
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PSPINC (Pacific Software Publishing, Inc.) is a technology company based in Bellevue, Washington, USA. Founded in 1987, PSPINC provides web hosting, email hosting, and other internet-related services to businesses and individuals worldwide.
In addition to its hosting services, PSPINC also offers website design and development, domain registration, and online marketing services. The company has data centers located in the United States and Japan, and it offers multilingual support to its customers.
PSPINC has a strong focus on customer service, and it has received numerous awards and accolades for its quality of service over the years. The company is committed to staying up-to-date with the latest technology and industry trends in order to provide the best possible solutions for its customers.
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