My Opinion This Week−September 1997
My Opinion this week(33)
Competition by good service
Recently I have bought a new set of PC. So far I bought a number of
PCs at various shops. I make it my custom to decide what to buy after
checking the the specs and price of PCs at several shops. After-service
was the third consideration so far. But this time, after-service became
the major factor to decide what model to buy.
I had a chance to see the PC of G company in the U.S. which I bought
this time at that maker's show room in Akihabara when I went to Tokyo
about a month ago. I liked the product specs and quality. But that's
not the key point why I selected that PC of G company.
The major reason why I selected that PC is that the products contains
Pentium II chip which are not available yet from other major Japanese
PC manufacturers. The second , but more critical reason why I selected
that product is that products are guaranteed for the period of three
years while most other Japanese manufactures guarantee only one year or
so. The third reason , and which I think the most important of all is
that there are 24 hours and all year around support service available
from this US manufacturer. No Japanese manufacturers provide such 24
hours service at the moment as far as I know.
I bought a set of PC about the same time last year, which is made by
N company, the biggest manufactures of PC in Japan. And I faced a lot
of troubles on that product. Facing to several troubles , I made several
telephone calls to the service centers of N company. They were rarely
answered during the business hours. And no more service is available
after five in the evening during weekdays. Needless to say, no service
is available on Saturday and Sunday from any Japanese manufacturers
concerned.
When it comes the service of G company they are very good. All such
telephone calls themselves are free. Starting from some reference ,
questions on products, some technical consultation, estimate, and to the
ordering, all process have been done through telephone call only. There
were a few troubles but the product arrived safely on time.
I had some question to ask to the service of G company and so I made a
telephone call at 9 p.m. on Saturday night. I waited for a while and a
service man answered the the call immediately. At 9 p.m. of Saturday
night! Yes, that is the time when users of PC operate their own machines
and face several troubles and questions to ask to the service center.
Not such day time of week days when Japanese manufacturers provide the
telephone service.
We cannot understand the fact why there are no such telephone call
services on Saturday and Sunday from any Japanese main manufacturers.
I read some article in Nikkei PC concerning the rating of after-services
available from many PC manufacturers in the United States. The Company
D was ranked No.1 and G was ranked second or third. The Japanese company
N was almost the bottom in such ranking.
This is not particularly true only with PCs, but one of the important
point for users to select the specific brand is an after-service on
these days. Prices and quality of products are not so different each
others as a matter of fact. This is especially true with such high
tech and multi-purpose products like PC. Whenever users buy such
products, they tend to face a number of troubles and questions to be
answered.
Needless to say, the best way to solve the problems is to ask to the
makers by making a telephone call. Most Japanese makers provide very
bad service on this matter. Firstly all telephone call are charged.
Secondly , the line is busy almost any time during service hours.
Eventhough you hit it, a lot of money had been spent to talk with a
service man for just 10 to 15 minutes.
There are a hundred of their local offices located in cities. You may
call them , but you will rarely get some satisfactory answer from them
any way. They just tell that we should call another place to get an
answer for such technical questions.
When it comes to the G company, I am mostly satisfied with the product
quality and after-service at any rate. Fortunately I have no problems
at all on the product at the moment. More important point is that I feel
entirely relaxed because I can make telephone call anytime when I have a
troubles during week end. The price was certainly not so bad. But that
was not especially good at all. To establish such 24 hours service,
there must be some additional cost necessary. I understand their price is
just an average but their after-service is excellent.
Today most users look for such kind of service. In order to get such
good after-service, they are willingly to pay some additional cost. I
knew one or two shops provided the same spec products by 60 to 70
thousand yen cheaper than that maker. Nevertheless ,I decided to buy
G company's product to get that service.
Do Japanese makers understand such mind of PC users ?
1997/9/6
Tadashi HAYASE
My Opinion this week(34)
The death of the Princess of Wales
The top news in newspaper of September 6th was very symbolic. One
of them is, of course, the news on the funeral of Princess Diana. The
other was on the death of Mother Teresa. I have nothing to say about
their news in which some of those facts were told about. The story
about those two famous women in the world was very interesting.
President Clinton spoke in the radio that we human being should
follow examples of those two great women.
2.5 billion people in the world watched the funeral of Princess
Diana through TV. 6 millions of people in the UK participated inthe
funeral in one way or the other. Elton John dedicated a song singing
" a farewell to the rose of United Kingdom ".
In Japan, several millions of people watched the TV and recorded
this historic event in video tape according to TV news. I saw them
in TV news, of course. But I did not watch them so long. I rather
had some other interest by myself. I paid much more attention on how
newspapers and TV stations reported them and what kind of comments
and messages they would make in their reports.
I also watched such an international TV news as CNN. It is natural
that there is no such report which provide some severe criticism
toward Princess Diana on her past conducts and personal records. That
is natural etiquette to the woman who has just gone.
Since the death of Princess Diana, there were some criticism toward
the royal family of the UK. General feeling of the public was that
the royal family rather lacks the warm concerns toward the death of
Princess in various way. And due to this pressure from the general
public royal family was obliged to take several unprecedented actions
concerning the funeral. I have never seen even a single report which
cast a doubt on such feeling of general public. I have a certain
doubt about that fact.
I do not deny any natural feeling of the people toward the man who
has just died by such a tragic accident. I have no intention to comment
on whether the reaction and action taken by the royal family during
this period were proper or not. But I just want to point out that I
have some doubt about the feeling of the general public toward Princess
Diana since the accident happened . When we evaluate this, we should
also consider the fact that no royal families from the world including
Japan and Europe attended the funeral. Why is this?
The reaction of the general public was overwhelmingly emotional as
far as I observed. And the all news media followed such feeling
overwhelmingly as well. If we see all background and facts on how the
accident happened, we may have another look and another viewpoint on
this accident in the light of ethics and moral of human beings.
The existence of paparazzi who chase around the privacy of the
people is really out of question. It is a general public which allow
the existence of such paparazzi in one way. And when such tragedy
happened, they started to blame them in other way. The first class
media should report about that kind of fact, about how emotional and
vague in reaction of general public . They should analyze such
contradictory feelings and provide the news as objective as possible.
Prime Minster Blair said that England should create a permanent
memorial to Princess Diana but I have some doubt on this also. Such
expression seems to be a kind of flattering toward the feeling of
general public by itself.
1997/9/13
Tadashi HAYASE
My Opinion this week(35):
What do contemporary consumers wish to buy?
On September 11, the Economic Planning Agency announced that the
nation's economy in the April-June quarter suffered its biggest setback
in 23 years hit by in personal spending. GDP shrank at annualized rate
of 11.2% and personal spending reduced by 23% from the previous quarter.
The reason for such big drop was repercussions from the rush to buy
before the consumption tax hike to be made in April.
Every body will agree with that reason why there was such a big drop
in consumption in April-June period. However, I wonder if that is the
only and the main reason for the drop. There are ,I believe , some other
more long range and structural reason in addition to such short range
reason.
I think that there is some other structural reason for the overall drop
of consumption in recent years. Another reason for the drop in consumption
is the fears of consumers for their future concerning the increase of
medical fees, stop of reduction in income tax as we enjoyed last year and
so on. It seems that the analysis by EPA is quite shortsighted in this
respect.
I believe that there are the third but the most important reason for the
drop of consumption in recent years. Although many consumers just want to
buy some goods and service which are unique and innovative , there exit
virtually no such goods at all in the present market. We cannot find any
good and attractive goods on the shelves of department stores and discount
shops and in product brochures of durable goods manufacturers. In any
durable goods, the situation is same way. We already have all sort of
electric appliances in our home. Most households hold automobiles today.
There are no goods and services which we do want to buy next.
So called 3C , color television set, cars and air conditioners are
now held by most households. Even personal computers which are said one
of the major products which create big consumption from now on seem to
have already penetrated to some extent.
As a matter of fact, there is no discovery and development of such
innovative goods and service on which consumers get excited as in the past.
It seems that the business enterprises totally lack the effort to develop
and cultivate new market for such goods and service.
What is the goods and service which consumers wish to have today? As
the famous A.H. Maslow's* five step theory of human desires describes,
people seem to have already fulfilled the desire for the materials, the
first step of the human desires. People and consumers are now searching
for another and higher desires i.e. the desire for the safety in life, the
desire for health and amenity, the desire to fulfill their own ego and
values which they believe to have through their life.
I have no intention to discuss about such theory in detail. But the
ultimate and the highest desire which man wish to attain is the achievement
of their own ego and personal values. What they want to have is various
hardware, software and services which are helpful in attaining such desires.
There may be many such products which fit to attain such desires. One typical
examples which exists today are PCs , peripherals and software of various
kind. Keywords to select such software are tools for intellectual production
virtual reality, edutainment, 3D games and so forth.
The market for such products are limitless. But Japanese made products
which attain international acceptance in such area are not so many in
numbers yet. Japanese makers are far behind to U.S. manufacturers in this
respect. In certain area as games, some Japanese manufacturers attain
some position in the market. But total development capability for such products
is still behind to those of the U.S. manufacturers.
Does Japanese entrepreneur understand such circumstances? Does officers
of EPA realize another but more basic reason for today's weak consumption
in our economy?
1997/9/20
Tadashi HAYASE
*A.H. Maslow, Motivation and Personality
N.Y. Harper & Row Co,1955
My Opinion this week(36)
A parody of magical cutting
Only eleven days have just passed since the start of Hashimoto Cabinet
and Mr. Koukou Sato, a Cabinet minister, is obliged to resign from his
position. His appointment to the post caused an uproar because of a
conviction for bribe-taking in the 1976 Lockheed payoff scandal. Sato
had maintained he has done nothing that makes his position as a Cabinet
minister untenable.
But the Liberal Democratic Party was quite upset by the threat from
two allied parties, the Social Democratic Party and the New Party
Sakigake. They stressed that they would stop the alliance with the
Liberal Democratic Party if Mr. Sato would remain as a cabinet member.
At first Mr.Sato said he would never resign the Cabinet member but he
was forced to quit because of a lot of pressure from the inside of his
Party and outside of political world. I was quite surprised to see how
easy the appointment of such important cabinet membership had just been
withdrawn.
A lot of criticism and doubt had been provided when there exited such
plan to appoint him as the Cabinet member before the new Cabinet was
born. Although there was a strong pressure from Mr. Nakasone, the former
Prime Minister on Sato's appointment to the Cabinet member, it was Prime
Minister Hashimoto who finally decided the appointment. Mr.Kouichi Kato,
the Secretary General of the Liberal Democratic Party and other leaders
of the Party agreed with that decision also.
But they had changed their mind so easily when they faced the political
pressure from the Social Democratic Party and the New Party Sakigake
indicating the possibility of dissolvement of their alliance with the
Liberal Democratic Party.
This is so called the "Tokage no Shippokiri" which means the leaders
of the organization often try to avoid their responsibility by cutting
out some of their men in the lower position as a lizard run away from
enemies by cutting out his tail in danger.
Prime Minister Hashimoto surely expressed his apology on this matter.
But is that all? Is that all what he should do? In contrast to the word
"Tokage no shippo kiri" , there is another proverb that says "Naite Bashoku
o kiru". This proverb means leaders should cut out any of their subordinates
if they had done some serious mistakes on their job, although the subordi-
nates are very important or even intimate to them.
That is quite understandable. However, Mr. Sato has made no mistake at
all as a cabinet member. When the new Cabinet was born, Mr. Hashimoto
assured his capacity as a cabinet member for he has done a good job as
the Director General of Administrative Reform in the Liberal Democratic
Party, although he was involved with the Lockheed case.
It was obvious that the Prime Minister and the leaders of the ruling
party had made serious mistakes on his appointment. Those leaders
discarded Mr. Sato in order to protect their political power and the
Party. It's a kind of magic show.
The reaction and movement of all other parties including opposition
parties and two allied parties is not quite acceptable as well. They
started to take a kind of strong attitude after they noticed some strong
opposition from the public on this appointment.
The opposition parties had suggested that they might present the
resolution to reprove Mr.Sato on this assignment. But such resolution
itself does not make sense according to my opinion. It is Mr. Hashimoto
not Mr.Sato who should be blamed for. It should be a non confidence
bill to the Cabinet and not be the resolution to reprove Mr.Sato on his
assignment. Are they ready to present such bill to the diet ? It seems
that they are kind of reluctant to do so.
Is this because that there is no possibility at the House of Representa-
tive for the bill to pass because the Liberal Democratic Party has gained
majority vote at the moment? Or is this because they are afraid that
the diet would be dissolved provided that the bill had been passed?
Mr.Hashimoto is responsible for the matter 100% at any rate. All
politicians know this but they are just pretending to act something
right. If Mr.Hashimoto appointed Mr.Sato confidently, he should keep
its position. And once the resolution of non-confident bill against this
cabinet passed at the diet, his cabinet should make general resignation
or he should dissolve the diet for the general election to ask the
the public opinion in the country.
1997/9/27
Tadashi HAYASE
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