Applying Omotenashi (Japanese customer service) to your work
summary
Argues that Omotenashi isn’t just nice rhetoric but a source of concrete practices: strict checklists like a definition of done, operational rigor that lets cleaners reset a 100-seat train in 7 minutes per car, and project transparency using SWAG estimating to expose resource shortfalls. Offers a concrete case where a proposed calculator instead uses client historical data — “statistical analysis of client data” — was prototyped, accepted, and replaced the original method, showing when to enforce standards and when to invent better solutions.
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chapters (10)
- 0:00Start
- 0:18CLOUD Pain Free Rails 66 Deployments
- 1:26Omotenashi お持て成し describes Japanese customer service and hospitality
- 2:49What do I think about, when I think about Japan?
- 8:04Omotenashi: Japanese customer service & hospitality
- 21:19for developers
- 25:12working with clients
- 27:15Sophisticated Wild Ass Guess
- 28:41Protecting the product from the client
- 29:16creative problem solving
