German teams maintain long lines of communication. Feedback takes place in a formal setting, once or twice a year, according to the company‘s official internal process. Seldom do German team leads give team members spontaneous, informal feedback. Germans focus on the details of their work and less so on where they stand individually in the team at any given time.
business
“No!” to top-down
Although Germans are known to follow written laws and directives, they reject almost instinctively any and all top-down decisions, directives or commands where management has not involved them in their formulation.
Especially when it involves the details of their daily work, Germans are very sensitive to outside influences which limit their freedom of decision making and action. Germans at all levels reject top-down decisions, based on hierarchical authority and not on persuasive arguments.
References
Conflict in a team affects its people. People have personal perspectives. Subjective, not objective. Both real and a factor. Opinion counts, for it is among the fundamental drivers of behavior.
Americans value as evidence both facts and personal opinion. See an American curriculum vitae (resumé). It always either cites or offers references. See the sales/marketing efforts of any American company. They always either cite or offer a customer list. See the American judicial system. It always allows for supporting witness testimony.
Intelligent software
SAP is located in Walldorf, Germany, not far from Heidelberg. It is the world’s fourth largest software maker and the largest in Europe.
Founded in 1972, SAP initially created mainframe software for payroll and accounting. Over time it developed a single system capable of processing different types of data from different areas of complex companies.
Today SAP offers a suite of business intelligence solutions which can extract highly relevant data from very large amounts of data, thus enabling sophisticated analysis, which in turn allows for intelligent decision making.
Intelligent software for intelligent decision makers.
Get to the Roots
When German managers are asked to resolve a conflict, they aim to resolve it in a long-term, sustainable way. Their goal is to document a resolution which can be used time and again whenever a similar type of conflict occurs. Germans seek a best practice resolution and not one which is too tailored to the specific conflict.
At the same time Germans do not like being pushed into a decision. They demand time to think things over. Germans feel uncomfortable being asked to do something for which they have not prepared.
Warranty
Warranty: A real covenant binding the grantor of an estate and the grantor’s heirs; a collateral undertaking that a fact regarding the subject of a contract is or will be as it is expressly or by implication declared or promised to be; something that authorizes, sanctions, supports, or justifies; a usually written guarantee of the integrity of a product and of the maker’s responsibility for the repair or replacement of defective parts. Middle English warantie, garantie, to warrant.
U.S. federal law establishes minimum legal standards for warranties on products. Some companies, however, offer warranties (for purchase or for free) that exceed the legal minimum by covering a broader array of problems the buyer might face.
For example, Apple’s standard iPhone warranty includes one year of hardware repairs and 90 days of telephone support. However, an extended warranty can be added that provides full hardware and phone support coverage for two years. Private companies also offer warranties on electronics and other high value goods.
Every Toyota vehicle is supported by a 36-month/36,000-mile limited warranty coverage. In addition, most individual Toyota parts have 12-month coverage, a fairly standard warranty for new vehicles.
Most manufacturer warranties for electronics, appliances, etc. cover only products that fail due to defects in construction or malfunctions of the item’s hardware. Some consumers want more protection, so retailers like Best Buy offer protection plans that go beyond the manufacturer’s warranty. Best Buy‘s Geek Squad Protection Plan, for example, covers normal wear and tear, no lemon policy, accidental, and damage from handling. Since these plans cover a much wider spectrum of potential problems, they tend to be quite expensive.
In order to remain competitive, American retailers offer generous return and exchange policies. Most companies print their policy directly on the receipt and use phrases like „easy returns and exchanges,“ „no hassle returns“ or „100% satisfaction guarantee.“ Some companies, like outdoor supplier REI, allow customers to return products for a full refund or exchange at any time for any reason.
Many retailers (WalMart, Target) do not require a receipt for returns or exchanges. If no receipt is available, stores generally refund the credit on gift cards that can only be used at the store.
These generous policies highlight the importance that American consumers assign to customer-centered policies that are clearly communicated and executed in a friendly manner. Retailers, on the other hand, encourage buyers to spend first and think later. They give consumers confidence that satisfaction with a particular product or brand is guaranteed.
Designed in U.S. Made in China
American businesses have a history of designing products in America, but then sending the designs to companies abroad, especially to third world countries, to be assembled. Why would a first world country, with the capacity for better materials and production processes, outsource the building of their products to lesser developed nations? The answer is simple: cost.
One of the most common countries for assembling American-designed products is China. In 2011, there was an article in Forbes titled “Buying from China is in Fact Buying American.” In this article, the author talks about his friend Johnny, a middle class American who owns a couple of small restaurants.
Most of the cooking utensils and furniture in Johnny’s restaurants were made in China. Like most middle-class Americans, he shopped at stores that sold primarily Chinese-made merchandise. Johnny’s reason for using these Chinese-assembled products: they were cheap and “good-enough.”
The article went on to talk about different American companies that sell products that are made in China (Apple, Dell, Gap, Hasbro, Nike, etc.) and how, according to a San Francisco Federal Reserve study, an average of 55% of the value of American imported goods from China goes to American companies and workers.
This is compared to 36% for American goods in general. Not only can companies that outsource to China sell their goods at a cheaper price, but they actually make a lot more money in the process.
Business travel
Business travel via airplane or automobile remains extremely common in America despite rising airline ticket and gasoline prices. Businesses remain committed to approving business travel, appreciating the importance of face-to-face contact.
Although companies often work to cut costs, they are increasingly thinking about travel in terms of its carbon footprint. These companies are responding to customers’ increasing demands for sustainable business practices. Some companies are scheduling longer, less frequent business trips to cut down on air travel or using communications technology to decrease the need for frequent air travel.
Processes provide clarity
Processes provide clarity. They allow employees to concentrate on core activities. They lead to cost reductions by identifying and eliminating unnecessary work steps. Thinking in terms of processes – how the work should be done – strengthens conscientious work and allows for quality control.
Well documented processes are critical for orienting new employees. Processes make transparent, make understandable, each and every segment of complex work methods. They are the basis for optimization, for reducing mistakes, for root cause analysis of systemic errors. All of these benefits lead to increased product quality. Work processes, however, must be understood and accepted by those doing the actual work.
In Germany it is critical that processes do not take on the character of laws, but instead remain guidelines. German workers expect a certain level of freedom in terms of how they perform their daily tasks. Processes should not become a kind of straightjacket.
Upgrades
There are a lot of American websites that describe ways to make use of old products after upgrading to newer models. If you type “creative ways to reuse things” into Google, you are met with over 20 million websites with such titles as “40 Awesome Ways to Reuse Old Stuff” and “534 Ways to Reuse Things You’d Normally Throw Away.” These sites have suggestions for reusing everything from bicycles to wrenches, and even to fruit peels.
Some of the suggestions listed on these websites include: Using an old bicycle as a sink stand. Turning an old cassette tape into a coin purse. Bending old wrenches into wall hooks. Cutting old credit cards into guitar picks. Turning an old suitcase into a chair. Grinding old egg shells to make sidewalk chalk.