Voice of the customer

An American business term for research feeding directly into decisions, with a formal methodology and a place in the product process. Controlling that channel is a genuine source of influence, and the competition to own it is real.

The expert report

A German decision of any weight is preceded by a Gutachten: an expert report, commissioned, written, and read before anything is decided.

Building disputes, medical questions, insurance claims, legislation. The report comes first and is a document in its own right, with an author who is answerable for it.

The diagnostic phase is not a stage of thinking. It is a deliverable.

The specialist department

German organisations give the technically competent function authority over how its work is done, and the phrase das ist Sache der Fachabteilung — that is the specialist department’s affair — settles a question by naming who owns it.

The quality association

Gütegemeinschaft. German industries organise quality associations that define their own marks and inspect their own members, awarding RAL quality marks with independent testing behind them. An industry polices its own standard, above what the law requires.

The doctorate in business

Doctorates are notably common in German senior management, particularly in engineering, chemistry and law, and the title appears on the business card and in the email signature. In the German case the doctorate is read as depth in a subject rather than as a credential for leadership.

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