What are the problems in having such strictly defined roles?

Question

Most Japanese businesses have very complex vertically structured organizations. Each of the key departments of the organization has its own vertical structure and operates rather like individual businesses. There is very little inter-relationship between departments. Each department has very clearly defined roles.

 

When the business interacts with customers, it is the sales and marketing department that handles negotiations. Even when the customer needs technical information and support, sales and marketing are often involved as an intermediary between the company engineers and the customer. It is common for sales specialists to take on the role of negotiations on behalf of the manufacturing department or research and development. Inter-departmental communications are not common.

 

One of the problems is the fact that sales people rarely have the technical expertise. The majority of sales people would not have studied science and technology and are more likely to be qualified in the arts. They are chosen for the sales role due to their social skills. The perception is that engineers and technical specialists are not as sociable and therefore not good sellers.

 

In their offices, larger Japanese companies tend to have open plan spaces. This allows the departmental head to learn what other people do and to ensure that they share information. In smaller Japanese businesses it is common for the business owner to also be based in an open plan environment.

 

The key to success is “reading the air” practices. Keeping alert to what is being said and what is being done means that Japanese managers have instant access to up-to-date information. It means that they know what individual employees know. Individuals in a department are comfortable with this situation; informal information sharing is seen as being an effective and vital process.

Answer 1

Strictly defined roles in vertically structured Japanese organizations create several issues:

1. Inefficient Communication: Limited inter-departmental interaction leads to delays and misunderstandings.

2. Skill Mismatches: Sales teams often lack the technical knowledge needed for negotiations, leading to miscommunication with customers.

3. Reduced Flexibility: Rigid roles limit employees’ ability to address issues outside their scope, hindering quick responses.

4. Missed Innovation: Isolated departments miss out on cross-collaboration, reducing innovation opportunities.

5. Over-reliance on “Reading the Air”: Informal information gathering can lead to misinterpretations and incomplete data, adding pressure on employees.

Overall, while providing structure, these strict roles can stifle communication, flexibility, and innovation, leading to inefficiencies.