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Omotenashi Skills Standards Formulated

The Ministry of Economy, Trade and Industry (METI) hereby announces that it has compiled Omotenashi Skills Standards, a compilation of standardized and organized skills that on-site personnel involved in the service industry should master and created easy-to-understand materials explaining the ideas of quality services and high value-added services. The standards were compiled based on the discussion results between METI and the three companies to which METI commissioned the Project for Supporting SMEs and Micro Businesses in Securing Human Resources (Project for Fostering Kaizen Leaders). METI will advance related efforts that will encourage companies to use the standards and disseminate related systems to companies.

1. Outline of the philosophy behind the standards

The fourth industrial revolution may become a potential trigger for companies to replace many types of employment with artificial intelligence (AI) and robots, as some have pointed out. To address this situation, the service industry, in particular, is required to foster personnel with the ability to provide flexible and high value-added service so that it will be able to create a new high value-added market. This can be achieved by providing such personnel with opportunities to improve their existing skills and acquire new ones. To support the industry in achieving this goal, METI formulated the Omotenashi Skills Standards, a compilation of standardized and organized skills that on-site personnel in the service industry should master. In formulating the standards, METI compiled a list of perspectives that such personnel should maintain as well as four philosophies representing processes that on-site personnel should carry out in providing Omotenashi services.

2. Outline of the details of the standards (skills that on-site personnel should master)

In light of the philosophies above, METI compiled a list of skills and other actions that on-site personnel in various sectors of the service industry should master and published them in the Appendix.

3. Utilizing the standards

METI will develop new programs that will aid in the development of personnel who meet the requirements under the standards from January to March 2018. For details, visit the links below.

Moreover, METI will continue to improve the standards to establish a more practical framework that will allow the service industry to utilize the standards in their services, such as efforts for introducing the standards into a variety of programs and testing procedures for the development of personnel according to two scheduled levels (basic and advanced).

Note: Links to related information

The websites of the three commissioned businesses engaging in the Project for Supporting SMEs and Micro Businesses in Securing Human Resources (Project for Fostering Kaizen Leaders) are as follows. For details of the programs for developing personnel who meet the requirements under the standards and how to apply for the programs, visit the websites.

Appendix

Release date

December 27, 2017

Division in Charge

Service Affairs Policy Division, Commerce and Service Industry Policy Group

Related website

Ministry of Economy, Trade and Industry1-3-1 Kasumigaseki, Chiyoda-ku, Tokyo 100-8901, Japan Tel: +81-(0)3-3501-1511
Copyright Ministry of Economy, Trade and Industry. All Rights Reserved.