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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