In the United States, when an airplane or long-distance Amtrak train reaches its final stop, cleaning the passenger cabin is a slow process, often taking 20 to 45 minutes. In stark contrast, Japan's Shinkansen high-speed trains operate on an incredibly strict schedule. When a train with 1,000 seats arrives at Tokyo station, it stops for exactly 12 minutes before departing for its next destination.
Passengers typically take about 2 minutes to disembark and 3 minutes for new passengers to board. This leaves the cleaning crew with only 7 minutes to transform a busy, messy train into a clean space ready for the next group of travelers. This feat of efficiency is renowned globally as the "7-minute miracle."
The exceptional nature of this cleaning process has even led Harvard Business School to study it as a classic lesson in operations management.
The high-speed cleaning crew on Japanese trains. Video: NatGeo
TESSEI, a subsidiary of Japan Railways Group, is responsible for cleaning Shinkansen high-speed trains upon their arrival at Tokyo station, which serves as the final stop. TESSEI's personnel are organized into 11 teams, each comprising 22 individuals, who collectively clean approximately 20 trains daily.
Historically, the cleaning industry in Japan was often categorized as a "3K" job, referring to Kitsui (difficult), Kitanai (dirty), and Kiken (dangerous). This profession was frequently looked down upon by society, resulting in a low employee retention rate. Even those who remained often lacked motivation or pride in their work.
TESSEI's situation was no exception until Teruo Yabe, the new Chief Executive Officer, initiated a transformation of the employees' culture and mindset in 2017. He believed the cleaning team's value extended beyond mere tidiness, redefining them as "service professionals who deliver a world-class experience."
Immediately after a train pulls into the platform, the TESSEI team begins by bowing and thanking each disembarking passenger. Once all passengers have left the train, TESSEI's 12-minute countdown officially begins.
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The cleaning crew greets passengers boarding the train. Photo: Quartz
The 7-minute cleaning process is meticulously orchestrated:
From 0 to 1 minute 30 seconds: Staff collect large pieces of trash while checking luggage racks and seat crevices for forgotten belongings.
From 1 minute 30 seconds to 3 minutes: They rotate seats 180 degrees to face the direction of travel, sweep the area between rows, and gather all trash into the aisle.
From 3 minutes to 5 minutes: Tasks include wiping tray tables, opening all window blinds, cleaning all windows, and replacing any soiled seat covers.
From 5 minutes to 6 minutes: Staff sweep the aisles clean and remove all trash from the train.
From 6 minutes to 7 minutes: A final quality check is performed to complete the work.
Through their dedication and pride, this cleaning team has transformed a routine cleaning process into a memorable performance for travelers.
Hoai Anh (According to National Geographic, Japan Up Magazine, Harvard Business School AI Institute)
