German automotive suppliers are audited on their processes, not only on their parts. VDA 6.3 assesses the manufacturing process itself and produces a score. A supplier can deliver conforming parts and still fail.
Der Weg ist das Ziel
Der Weg ist das Ziel. The path is the goal. Eastern thinking. Not Western. However, a figure of speech many Germans use, and an entry point into how they understand the importance of process, of how the work is done.
Prozesse. Processes. Garantie. Guaranty. Kein Werkzeug. Not a tool. Germans would say that a final product is only as good as the process which led to it. Process. how the work is done. And a process is only as good as the product it produces. Zwei Seiten einer Medaille. Two sides of the same coin. Processes. Not a tool.
If you work with Germans, you’ll know how intense and constant their focus is on how the work should be done. You’ll experience discussion after discussion, meeting after meeting, debate after debate. It can appear as if they are obsessed with process. All this at the expense of the user, of the internal or external customer. It can appear to threaten the very purpose, and success, of the activity.
But wait. When Germans engage about how the work is done, they are, in fact, talking about the customer, about how best to serve the customer. Two sides of the same coin. If you get the process right, you get the end product right. For the customer. In the German context, talking process is talking customer. The Germans may not use the term customer, or the term serve, or value. But this doesn’t mean that they are not focused on it.
For Germans true focus on the customer is focus on how to do the work right, correctly. The path is not the goal. In the West, the goal is the goal. The path gets you there. Chart that path carefully. Walk that path the right way. “The right way”, lots of room for discussion there.
Manufacturing without compromise
How the German company innotool&greminger markets their medical products provides insight into how important internal processes – how the work is done – are to Germans.
Their website states Fertigung ohne Kompromisse: Perfektion im Produktionsprozess – literally Manufacturing without Compromise: Perfection in Production Processes. They then spell that out.
“In medical diagnostics and therapy the key to quality of results is Handwerkszeug (the tools of craftsmanship). It is no different in the manufacturing of medical products.”
Our solutions are based on expert technical staff, high-performing physical plant and systems, and automated production, optimized for manufacturing medical implants and delicate instruments. With the help of CAD-CAM software we maximize the potential of our knowhow. We deepen that expertise via modernization and continual training of our staff. For quality doesn’t happen by itself.”
Instead of emphasizing the quality of their products, innotool&greminger focuses on the production processes which determine that quality.
How the work is done
Germans are results-driven. The strength of their economy underscores this. For Germans work results and work processes are synonymous, inseparable, integrally linked with each other. Germans focus on the details of how the work is done.
Processes are, therefore, results. They are how the work is done. If something does not function properly, if a product has an imperfection, the Germans analyze rigorously how the work was completed.
All problems, product deficits, signs of diminished quality are from the German perspective a failure in work processes. If something new has been developed, Germans not look first at its benefits for the user, but how it is made. How something is done, processes, craftsmanship, approach is always the focus of Germans.
Continuous improvement
Manufacturing automobiles is based on complex production processes. Chassis are formed out of high tensile steel, which are then fitted and painted. Each and every step in the process is made up of smaller, more exact process steps.
All of this cannot work without those involved following processes. Operating on checklists will not lead to road-worthy automobiles.
German cars are known worldwide for their quality, possibly the best in the world. Could that technical quality be based on the quality of processes? Could the strict adherence to well-defined processes be a key to success?
Methodology
German academic training focuses on methodology. The quality of results – whether in the natural sciences or in the humanities – is determined by the quality of methodology. German students are taught that the person applying the methodolgy, but not the methodology itself, is interchangeable:
“… the conclusions verifiable; the starting point and operating assumptions logical and understandable; the individual steps taken re-traceable; so that the same results are arrived at by anyone taking the same path of inquiry.”
The academic (scholar, scientist, inquirer) is fully detached from the topic substance, both in the execution of the inquiry and in the presentation of results. Message and messenger are kept separate.
Decision-Making Process
Germans are process oriented. They think through how a task is best completed. Germans set up work processes which are logical, structured, can be monitored and optimized. Since there is no action without first a decision to act, Germans focus on how decisions are made.
The more complex the decision, the more carefully Germans consider how they make it. Who will be affected by the decision? Who has the final say about the decision? Who has what rights and responsibilities? Germans believe that routine, yet complex, decisions are best made with the help of a decision-making process. And the better the process, the better the decisions made.
The Germans are methodical. In order to maintain Überblick (overview) and Durchblick (throughview) they distinguish carefully between specific steps and their individual requirements within a decision making process. Germans believe that a methodical approach minimizes mistakes.
They also assign a generous time frame to an important decision. In order to move carefully through the process they allow for the repetition of certain steps. Germans believe in moving to the next step in a process only after the preceding step has been completed properly. Patience and thoroughness are critical.
A methodical approach means a well-structured process with sequential action. The clearer the process, the tighter and more logical the sequence of the individual steps, the better coordinated all of the related activities.
Method. Latin methodus, Greek méthodos: The path of analysis, the route to somewhere; a set way to reach insight; a specific way of doing something; the path to a specific goal; based on a plan; well thought through.
German education stresses methodology. University students receive their degrees after demonstrating in a thesis that they have mastered the methodologies current in their field of study. The first part of a thesis goes into great detail about the specific methodology of analysis applied to the subject.
Sequence. Latin sequentia: order of things; to place similar things in line; repetition of a musical motif; shorter pieces of a movie put in a specific order; series of cards in a row.
Process Rhythm
All processes have a rhythm, made up of the individual process steps, their sequence and the time allotted to them. Processes do not exist in a vacuum, however. Every process and its rhythm is subject to external factors.
Germans do their best to prevent external factors from influencing the rhythm of their processes, however. They believe that if a given decision making process has proven to be effective, if it has led to good decisions, it should not be interrupted or distracted.
If the decision is an important one, if the decision making process has proven to be robust, Germans will do their best to shield it from external factors.
Avoid gut-based decisions
When it comes to decision making Germans expect one to describe the process, methods and tools employed to do the analysis. Germans seek scientific objectivity and avoid “gut-based” approaches to making decisions. From their point of view, the results of analysis are only as good, as reliable, as convincing, as the process/method/tools you used to arrive at them.
Germans are critical of rankings
Germans prefer to measure performance less frequently, but when they do so then in detail and exact. The German media has taken to the trend of ranking, but most Germans criticize them for not being truly representative.
Several academic organizations have called for a boycott of university rankings. Ranking tv shows such as Simply the Best or The Top 10 are also criticized by the public for not being objective, for relying on viewer voting which is overly influenced by current events.
The ranking show Die ultimative Chartshow went on air in 2003, is based on reliable statistics and continues to command a loyal viewership. Das Politbarometer, The Political Barometer, broadcasts the results of its political polling each month and is watched carefully by citizens and political professionals alike.
Germans take ranking serious only if they are based on a serious methodology.