What you can learn from Japan’s seven-minute miracle

Today we are going to look at a different kind of innovation. It's not technology. It's not patentable, and I'm not sure it's scalable. But it is important. It turns out that the story behind a Japanese viral video can teach us a lot about the future of work. It's an example of Japanese innovation at it's best I think you'll enjoy it. Links The Seven-Minute Miracle video Leave a comment Transcript Welcome to Disrupting Japan, straight talk from Japan's most successful entrepreneurs. I'm Tim Romero and thanks for joining me. I have a special story for you today.  No guests. No playful banter. Today it’s just you and me and a story about Japanese innovation at its very best. And it’s also the real story behind a famous video about Japan that you’ve probably seen a dozen times on the internet and on western news shows. But like so many stories about Japan, the media gets this one wrong; or at least get it incomplete. They leave out the part of the story that actually teaches us something important about Japan. But there is something pretty amazing going on once you dig into it, and so that’s what we are going to do. The story I’m talking about is the so-called “seven-minute miracle” of the Shinkansen cleaning crew. If you live in Japan, you’ve probably witnessed this personally, and I’ll put a link to the video in the show notes for any listeners who have not already watched it.   The Seven Minute Miracle The Shinkansen is both an engineering and an operational marvel. There are times when JR East is running trains three minutes behind each other at 320 kilometers per hour. To make this work requires an insane commitment to schedule. A departure is only considered to be on-time if happens within fifteen seconds of its scheduled time; no earlier, no later than 15 seconds. And most trains arrive within six seconds of their scheduled time.  Part of making this work means that at Tokyo station, each train has only a 12-minute turnaround-time. It takes about five minutes to get the current passengers off and the new passengers on, which leaves seven minutes for cleaning.  In those seven minutes, a crew of 22 people clean 1,000 seats, wipes down all the tray tables, exchanges seat and headrest covers, turns the seats 180-degrees to face the new direction, cleans the floors and bathrooms, empties all the wastebaskets, collects any forgotten articles from under the seats or in the overhead racks to turn into the lost and found, adjusts the window blinds, and generally makes sure everything on the train is neat and tidy. In seven minutes. And the cleaners do it all with an efficiency and grace that seems more like the mastery of a craft than the execution of a duty. When they are done, usually with time to spare, they assemble on the platform at the front of the train and bow in unison to the passengers who are about to board.  Sometimes the passengers even clap.  And a few minutes later, a new train arrives, and this is repeated for each of the 120 to 170 Shinkansen trains that depart Tokyo every single day.  It’s amazing to watch, and a few years ago CNN picked up the story, and the whole world was, quite rightly. impressed. However, the CNN story focused on how Japanese employees are so efficient and take pride in their work. And that’s not quite true. I mean, these employees clearly are, and Japanese workers certainly can be dedicated and efficient, but anyone who tells you that Japanese employees are just naturally dutiful and efficient has clearly never had to manage Japanese staff.  In fact, even in this celebrated case, it was not always so. This is a relatively recent development, and looking at the innovations that began in 2005 can also tell us a bit about where the gig-economy is headed and the kind of innovation that Japan can bring to the world.    The Making of a Miracle The company responsible for the seven-minute miracle is Tessei,