The meeting ends with a clear decision: make the client experience more exclusive. Everyone agrees. Retail starts developing a more personalised service. Marketing proposes more selective access. Operations redesigns appointments to give each client more time. Three reasonable responses. Three different interpretations. This illustrative scenario could occur in any maison. The misunderstanding becomes visible when the plans collide, although it began much earlier: inside a wo

Before the train arrives, the Team is already waiting. On a platform at Tokyo Station, TESSEI cleaning staff stand in uniform, positioned along the track. As the Shinkansen, Japan’s high-speed train, pulls into the station, they bow together. Passengers step off. The staff receive their rubbish and prepare to board. Then the countdown begins. The train’s turnaround takes twelve minutes. Once passengers have disembarked and time has been allowed for the next passengers to boar