Author(s): | Fruin, W. Mark |
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Reviewer(s): | Robertson, Andrew |
Published by EH.NET (July 1999)
W. Mark Fruin, Knowledge Works: Managing Intellectual Capital at
Toshiba.
Japan Business and Economics Series. New York: Oxford University Press,
1997. 256 pp. $39.95 (cloth). ISBN: 0195081951
Reviewed for H-Business and EH.NET by Andrew Robertson, Harvard University.
Awash
in a sea of high quality, meticulously engineered electronic and mechanical
products bearing the label “Made in Japan”, Americans — both inside and
outside academia — continue to wonder, despite Japan’s recent economic
troubles, “How does Japanese industry do it?” In Knowledge Works:
Managing Intellectual Capital at Toshiba, Mark Fruin addresses this
perennial question through a factory organization at Toshiba’s Yanagicho
factory. At irregular intervals from 1986 through 1992, Fruin entered Toshiba’s
workforce to observe the complicated social patterns that generate change at
Toshiba. Because Toshiba devolves most of its resources related to product and
process development to the factory level, working in the various sections
responsible for bringing
new products on line permitted Fruin to study at firsthand the technical,
social, and cultural relations that structure Toshiba’s larger technology
strategy. In
Knowledge Works, Fruin argues persuasively that Toshiba’s success during
the 1980s in responding to rapid shifts in market preference, to the quickly
strengthening yen, and to the establishment — sometimes voluntary,
sometimes not — of international trade quotas, stemmed directly from the
development of a new form of factory organization, a form beyond simple mass
production, a form Fruin terms the “Knowledge Works”.
Briefly, this
book is a useful and thought provoking study of how a single
factory is organized to support rapid innovation in both process and production
technology. Fruin presents a useful model — that is, the knowledge works —
for analysis of this industrial form and supports his claims with detailed
descriptions of the technical systems, social organization, institutional
values, and individual attitudes that underpin this
form. The book is not, however, without its flaws, most prominent being
Fruin’s desire to generalize this form as a source and explanation of Japan’s
national rather than Toshiba’s corporate comparative advantage.
In the term “knowledge works”, Fruin playfully emphasizes the central point of
the book: “Knowledge works” are places where “knowledge works”. Put a little
more elegantly and emphatically,
“Knowledge works are a force for a new age, a postproduction age, of
intellectual capitalism. Instead of
making things, a production problem pure and simple, making the right things,
in the right amounts, at the right times and prices, is the postproduction
problem. And because nothing stands still, making righter thing, in
righter amounts, at righter prices and times, must be the goal.
Post production , or intellectual capitalism, presumes information processing
abilities of a high order,
on-site differentiation and integration of functions, a
customer-is-always-right point of view, and quite emphatically, an
environmentally conscious mode of operations” (p. 24).
Knowledge works permit a higher degree of responsiveness to changes in markets
by permitting higher levels of differentiation in a factory’s product lines and
simultaneously higher levels of
integration technically,
socially, and culturally across the different groups managing, designing,
and producing these products. While management remains well attuned to the
short-term exigencies of the market, still more important to the continued
vitality of both the factories as knowledge works and Toshiba as a corporation
is management’s strategic commitment to factories as sites for not only the
production of better products but also the production of better skilled, more
knowledgeable, better motivated workers on better organized, better managed
lines. Knowledge works prosper not by the traditional mass production
strategies of de-skilling and the division of labor; instead, at Yanagicho, the
factory provides the site where technicians, engineers, and managers from not
only Yanagicho but also other Toshiba plants, group companies, suppliers, and
even outsiders cooperate to attain the “physical, spatial, and functional
integration of labor and information (p. 17).”
Understanding the characteristics
of the manufacturing processes undertaken in knowledge works as being
profoundly determined by the particulars of a given site’s history provides
Fruin a useful explanation to understand how Toshiba innovates so quickly. It
does so because on the factory
floor, the whole organizational panoply of managers, engineers, technicians,
suppliers, assembly personnel, inspection personnel and such are synchronized
by a common set of values, practices, and goals. Technical knowledge, social
contracts, and cultural
intuitions combine seamlessly to create the basis for rapid process and
product innovation. Continuous and ongoing renegotiations of these compacts is
the norm which permits flexible response by management and engineering in the
deployment of Yanagicho’s intellectual, financial, and labor resources.
While it is the social and cultural dynamism and cohesiveness of “knowledge
works” that power technical development at Toshiba, it is the technologies
themselves that create value for the company. Which technologies — and
consequently which complementary skills and what forms of organizational
knowledge — to develop is central in determining which markets any given
knowledge works can and will be able to service. Fruin notes the presence in
each of Toshiba’s
knowledge works of what he terms “Champion Lines”,
families of products that provide not only considerable revenue flows but also
considerable and ongoing innovation in both product and process development.
“They lay a threshold of organizational knowledge on which related products
can thrive, one that ultimately justifies the high risk and cost of creating
multifunctional capabilities in particular product departments [of, that is, a
knowledge works.] (p. 47)” Yanagicho’s
“Champion Line” — plain paper
copiers — has defined the trajectory of technical, product, and market
development for the whole factory complex since the mid-1980s. While the
knowledge works form enables Toshiba to participate in the crowded and highly
competitive domestic copier mark et,
at the same time, in developing the technical know-how necessary to compete in
this market, Toshiba augments, complements, and improves the basic technical
and organizational knowledge present at Yanagicho and thus drives change in the
other product families produced there. Indeed, of the thirteen product lines
produced in the Yanagicho plant, fully two-third are
“historically and technically linked” to its plain paper copier line (p.
48).
Having introduced the concept and architecture of the Knowledge Works in the
first two chapters, Fruin spends the majority of the book studying how Toshiba
management maintains, extends, and reproduces the structures that define a
knowledge works. The third chapter describes how management promotes the
education, socialization and acculturation of its workforce to the needs and
values of a knowledge works through a continual process termed organizational
campaigning. The fourth describes how Toshiba — or more accurately the
Yanagicho factory — manages its relations with suppliers, encouraging
excellence and cooperativeness through the strategic exchange of knowledge,
expertise, and personnel. In the fifth chapter,
Fruin uses a case study of the development of the SuperSmart card — a credit
card sized computer —
to demonstrate the potency of knowledge works to develop rapidly (in only 22
months) a product embodying multiple technological innovations. In the sixth
chapter, Fruin examines how Toshiba responded to the problems encountered in
exporting both the know ledge works concept and plain paper copier manufacture
to a plant in Irvine,
California. Not surprisingly, the seventh and concluding chapter reprises the
basic argument of the book, pointing to Toshiba’s potential for flexible and
speedy innovation that
results from the presence of a corporate factory system organized around
knowledge works.
As noted above, this is a useful and interesting book. Having worked in the
Yanagicho factory as an employee, Fruin writes with an authority born of
experience. At
the same time, the book is more than simply a diary of production line
experience. His experience is structured by new readings of old arguments in a
variety of literatures in management and economics.
Moreover, his method is not limited by overly fastidious attention to
disciplinary boundaries. In trying to understand what motivates workers to
participate, Fruin bravely enters the problematic realm of individual values,
culture, and inevitably history. Knowledge Works persuasively
demonstrates the importance of these less quantifiable and more local aspects
of human experience in Toshiba’s development of a factory-based capability to
respond to and generate rapid change.
Using this multidisciplinary approach combined with a fine detail derived from
careful field research, Fruin has formulated an argument that emphasizes the
importance of a particular cluster of factors — some cultural, some social,
some institutional, some political, some market, and some technical — in
enabling the creation of know ledge works at Toshiba.
By so tightly and persuasively linking the factors of the knowledge works’
creation to the particulars of Toshiba’s products, market, organization,
and culture, Fruin renders any generalization of the knowledge works concept
problematic. After making a good case for knowledge works being the source of
Toshiba’s comparative advantage, Fruin — too boldly in my view
— continues, making much the same claim regarding the sources of Japan’s
national comparative advantage. For example,
in his conclusion Fruin writes,
The widespread existence of Knowledge Works in Japan but the relative scarcity
(or nonexistence) elsewhere suggests the powerful impact of national
competition on manufacturing organization at home, the competitive edge enjoyed
by Japan’s industrial firms in established product markets,
and their ability to respond quickly, even preemptively, to new domestic and
overseas markets (p. 210).
Since no company has experienced exactly what Toshiba has experienced and since
only
a few even come close in terms of market, product lines, and such, it is
difficult to believe that the knowledge work per se is widespread even in
Japan.
This is not idle philosophizing. Over the course of the book, we do in fact
learn that many of the
most prominent Japanese companies are not configured in a knowledge works-like
style of production. For example, serving as they do radically different
markets, Toshiba and Toyoda do not, indeed could not, operate using the same
production models (p. 206)
; for Hitachi,
Mitsubishi, and NEC, R&D deployment is mostly focused — contrary to knowledge
works best practice — at laboratories that are neither physically nor
institutionally linked to specific factory sites (p. 57-59);
and the competitive cooperation found in Yanagicho’s dynamic and responsive
supplier network derives from the shared intangible assets fostered under the
knowledge works approach rather than the formal, more static, and more widely
spread fiscal and organizational relations defining
traditional keiretsu and kiygo shodan business groupings (p. 99). These are not
inconsequential differences. In the knowledge works model, the structure of the
supplier network, the factory level allocation of R&D, and the organization of
production are key structuring elements. By and large, its seems that
knowledge works — in the mode in which they are implemented at Yanagicho and
described by Fruin — could be as rare in Japan as they are abroad. By making
an argument that ties knowledge works so tightly to the specific technical,
institutional, and corporate history of Toshiba and its Yanagicho plant, Fruin
renders the imitation of knowledge works by Toshiba’s domestic competitors only
slightly less problematic than their transplantation from Toshiba
‘s plants in Japan to new factories in the United States.
Another way to estimate the influence of knowledge works on Japanese industrial
development would be to ask when they first came into being. In terms of
knowledge works influencing larger issues of national comparative advantage,
earlier would be better to allow time for dispersal. Indeed,
Fruin argues,
“Knowledge Works are not a recent, postwar invention. They appeared during the
interwar period as focal factories: multifunction and occasionally
multiproduct factories that bore administrative responsibility for serving
regional markets at a time when national markets were not well integrated.”
(p. 31).
Here and elsewhere in the book, Fruin times the advent of knowledge works as
during the inter war period. I do not wish to suggest that Fruin is wrong in
drawing links to this period; however, these must be termed only the barest
beginnings of certain aspects of the knowledge works structure. They should not
be mistaken for the structure itself. Given that certain knowledge works
structures at Yanagicho such as total productivity organizational campaigning
(p. 69), the establishment of factory oriented R&D structures (p. 191), and the
creation of an active and responsive Supplier Association (p. 9 7) all stem
from institutional changes undertaken in the period between the late 1970s and
mid-1980s, the development of the knowledge works form should be seen as a
product of the slow down in Toshiba’s corporate growth engendered by “Oil
Shocks” and the
ending of Japan’s period of high economic growth.
Thus, to my way of thinking, the organization defined as knowledge works is
both more recent and less widely spread in Japan than is suggested by Fruin’s
otherwise well constructed and excellently researched book.
Subject(s): | Business History |
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Geographic Area(s): | Asia |
Time Period(s): | 20th Century: WWII and post-WWII |