The first time I saw it on the Shinkansen platform at Tokyo Station, those people were more fascinating than the train itself. Before the train arrived, people in red uniforms lined up and bowed. As soon as the train stopped and all passengers disembarked, they rushed in like a special forces unit, with only 7 minutesto spare. They collect trash, rotate seats, clean shelves and floors, and even the restrooms.
The CNN bureau chief reportedly said, "The most amazing thing about the Shinkansen isn't its speed, but its cleaning team." When you see it in person, you understand why. If you break down how this is possible, the system is designed with far more precision than you might imagine.
What Happens in 7 Minutes?
TESSEI's cleaning process is not just manual labor; it's the culmination of highly engineered process engineering. Only one person is assigned per train car (approximately 100 seats). This single person's 7-minute schedule is broken down as follows:
- 1.5 minutes: Trash collection and shelf check: They quickly walk through the carriage, picking up large trash and checking shelves for lost items. Their gaze is said to always be directed 45 degrees upwards.
- 0.5 minutes: Seat rotation: They press the Shinkansen's unique automatic rotation button or manually turn all 100 seats to face the direction of travel.
- 3 minutes: Seat tidying and cover replacement: They wipe trays and replace seat covers in the blink of an eye. It's astonishing that it takes an average of only 4-6 seconds to change one seat cover!
- 2 minutes: Floor cleaning and final inspection: They meticulously sweep the carriage floor and even check window sills for dust. Finally, they step out onto the platform, bow to the passengers once more, and complete their mission.
All of these steps are performed without error according to a Standard Operating Procedure (SOP). Since even one person's delay can cause the entire train to be delayed, TESSEI operates a 'flexible backup system' where nearby personnel immediately join in to help if a colleague is running behind. Teamwork is truly crucial.
An Organizational Culture That Turns Cleaning into a Performance
TESSEI's success isn't just due to superior technology. Rather, it can be found in its organizational culture innovation. In the past, TESSEI was an ordinary cleaning service company, and employee morale was low. However, management completely redefined cleaning not as 'removing dirt' but as 'a performance to welcome guests'...and completely redefined it.
The Psychology of Uniforms
Changing from drab work clothes to eye-catching red uniforms is in the same vein. It instills a sense of pride as 'professionals' in the employees and visually conveys the message to passengers that 'the best service is being prepared'.
Angel Report
They also introduced an Angel Report system where employees praise each other's good deeds and excellent work performance. This culture of sharing praise instead of criticism greatly contributed to transforming the inferiority complex of being a low-wage worker into 'pride in supporting Japan's railway system'.
"We are not simply picking up trash; we are artists creating the first page of a passenger's precious journey." You can feel the pride of TESSEI employees in these words.
No Tool Is Made Without Thought
The 7-minute miracle is possible thanks to special tools based on human engineering. The cleaning tool bags used by TESSEI crew members are said to be very light and intuitively designed.
Advanced equipment is deployed, such as brooms that minimize wrist angle to reduce fatigue, special mops that can clean two rows of shelves simultaneously with one motion, and ultra-precise sensor equipment that instantly detects soiled seats. TESSEI team members constantly train to eliminate 'Muda (waste)', even practicing the most efficient hand movements and number of steps.
In particular, to create a sense of auditory stabilitythat passengers feel the moment they board the train, they even developed their own low-noise vacuum cleaner. These details combine to create a strong sense of trustthat 'the Shinkansen is always clean and comfortable,' even before passengers realize it. Isn't that truly amazing?
Why Arrive 15 Minutes Early When Taking the Shinkansen
If you go to Tokyo Station to take the Shinkansen, try going down to the platform 15-20 minutes before departure. At Tokyo Station, you can see the TESSEI performance closest on platforms 20-23(Tohoku Shinkansen). From the scene of them lining up and bowing before the train arrives, to the scene of them bowing again at the door after cleaning is finished.
Please watch from outside the safety line so as not to disturb the crew during their work. If you take your trash with you when you disembark, it gives them a little more time. Experiencing firsthand how quickly 7 minutes passes can be a more memorable scene than the Shinkansen itself.