Great post here from Sebastian Marshall about the costs and benefits of Japan’s duty-based society:
In Japan, duty is taken reallyseriously. If someone has a duty to you, they’ll work their ass off – especially if they’ve fallen short of that duty. If your air conditioning isn’t working in your hotel room, you might get a manager and an engineer coming to check it out and fix it. Seriously.
The flipside that people don’t talk about is when there isn’t a duty to you. In situations where you’re trying to get an exception to the rules that seems like it’d be common sense, you’re kind of hosed. Because in that case, you’re now asking for good/utility/whatever, but remember – everyone has a duty to the rules, and this is a duty-based society.
I think this is one of the things that defined and once made America so great. The first colonists had a chip on their shoulder. They literally risked their lives to flee oppressive regimes or simply better themselves. This imparted our early culture with the “rules are meant to be broken” attitude, which was wonderful for actually getting things done. For some periods, this attitude actually coincided with a more duty-based system, or at least that ideal (think Honest Abe).
Obviously, it would be great if Japan could combine the best features of its duty-based culture with the best features of America’s “get it done” attitude. Unfortunately, a lot of America seems to be doing just the opposite: combining the worst aspects of the duty-based culture with the worst aspects of our own heritage.
Bureaucracy, and particularly bad management, is a major driver of this. Somebody at the top makes the rules. The guy behind the counter at the airport can’t bend those rules, even a little bit. Even though the rules are stupid and don’t make sense in this setting. And worse, even though you’re a paying customer, it’s guy-behind-the-counter’s lunch break. Sorry, not his problem.
The frustrating thing is we have great examples of good management, where the guy at the top doesn’t hamstring his people and encourage them to shun responsibility, but hires people with brains, who he can trust. Zappos is one example. If you ever get a chance to call them, they’re real, friendly people, who not only can find a way to help you, but want to.
They’re uber-Japanese. That’s something we should all aim for.
