Episode #282: Joerg Bauer — Representative Director, Heidelberg Japan

“If we can sell it in Japan, we can sell it also in other countries.”

“The first thing I believe is honesty, especially in difficult situations.”

“The word “musukashi” is not allowed anymore in our company.”

“When an engineer is working at the customer and he cannot solve the problem… even if time is up, he would not walk away.”

“You need to give them… a safety rope.”

Brief Bio

Jorg Bauer is the Representative Director of Heidelberg Japan, leading a business that provides industrial printing and packaging solutions across software, machinery, and consumables.

Trained in electronics and data processing, he joined Heidelberg early and built his career at the intersection of engineering, customer service, and operational transformation.

He first came to Japan as a young engineer—curious about Japanese manufacturing and culture—and expected a three-to-five-year stint that became a decade.

After returning to Germany for several years, he relocated again to Japan in 2008 and has remained since, spending the majority of his professional life in-country.

Over nearly four decades with Heidelberg (including his student period), Bauer progressed from technical roles to sales support, then into major integration work as a project manager during corporate merger and SAP rollout, later becoming IT business manager.

Back in Japan, he led initiatives such as introducing an online shop for consumables—initially resisted internally as “not possible in Japan”—before moving through service leadership and sales leadership.

In November 2019, he became the top executive in Japan, drawing on long-term relationships, practical bilingual experience, and a clear view of how global standards must be delivered through local Japanese expectations.

Narrative Summary

Heidelberg is not a desktop-printer brand; it is an industrial backbone for companies producing packaging, books, and brochures—machines that can stretch 30–40 metres, weigh dozens of tonnes, and require deep integration of mechanics, electronics, and software workflows from PDF to professional output.

In Japan, where customer expectations for precision and service are famously demanding, Joerg Bauer describes the market as a proving ground: if a solution succeeds here, it can succeed almost anywhere.

That mindset shapes not just product quality, but operating tempo—such as rapid call-back expectations and a service culture that must feel uncompromisingly Japanese to the customer.

Bauer’s leadership story is inseparable from cultural translation.

He sees genuine overlap between German and Japanese monozukuri—high-precision engineering and pride in build quality—yet emphasises that working methods diverge.

In his view, Japanese competitors historically excelled by targeting operators’ pain points and incrementally automating “the hardest parts” of a process.

Heidelberg’s approach leaned more holistic, sometimes slower, aiming for a unified system rather than a patchwork of quick fixes.

That contrast becomes a leadership lesson: Japan often rewards kaizen and immediate usability, while global headquarters may prioritise system architecture and standardisation.

The leader’s job is to bridge both without triggering organisational paralysis.

He also treats Japan’s “zero defect” instinct as both strength and tension.

Perfection is culturally persuasive, but defining “perfect” is complex—especially in areas like colour, where human perception varies and measurement systems (LAB values) can create a more rational definition of quality.

Bauer frames this as an executive’s communication challenge: aligning printing companies, their clients, and internal teams around what quality means in measurable terms, without dismissing the cultural preference for flawless outcomes.

Internally, he is candid about the real constraint: uncertainty avoidance.

When teams say “muzukashii,” they often mean risk, status loss, channel conflict, or fear of being linked to failure.

His response is practical: find early adopters, run controlled trials, protect participants from reputational downside, and then scale what works.

As the top executive since 2019, he anchors trust in honesty—especially during difficult periods involving financial pressure and restructuring—while resisting the temptation to hide behind “Japan is different” as an excuse.

For Bauer, effective leadership in Japan is not softness; it is clarity, preparation (nemawashi), and a consistent safety rope that makes innovation feel survivable.

Q&A Summary

What makes leadership in Japan unique?

Leadership in Japan is uniquely shaped by consensus-building, nemawashi, and a deep preference for harmony that reduces surprises.

Bauer’s experience suggests that outcomes improve when stakeholders are aligned before formal decisions—similar to ringi-sho logic—because it lowers execution risk and face-loss.

The practical implication is that leaders must invest earlier in communication, even when it feels like “over-communication” to global executives.

Why do global executives struggle?

Bauer highlights isolation as a core failure mode: arriving as president without language, relationships, or a trusted internal power base leaves leaders cut off from the real data and informal context.

Teams may answer only what is asked, not what is relevant.

Without the ability to ask precise questions—and verify through multiple sources—leaders can drift off-track while believing they are informed.

Is Japan truly risk-averse?

Bauer treats “risk aversion” as uncertainty avoidance rather than laziness.

“Muzukashii” often signals fear of failure, channel conflict, or reputational cost.

The workaround is not motivational speeches; it is risk design: small pilots, visible executive sponsorship, and protection for participants.

In decision intelligence terms, leaders must reduce perceived downside, increase clarity, and make learning safe.

What leadership style actually works?

His emphasis is direct: honesty in difficult situations, plus a clear rationale for change.

He can be “very German” in being frank and direct, but he pairs that with structured buy-in and visible modelling of how to communicate with headquarters.

He argues that near the customer, the organisation must behave Japanese—language, documents, yen-based business norms—while headquarters discussions sometimes require unusually direct boundary-setting.

How can technology help?

In Bauer’s domain, technology is not abstract transformation theatre; it is operational leverage.

Software workflows, automation, measurement standards (such as colour metrics), and modern service systems can reduce ambiguity and speed decisions.

Applied well, digital twins and predictive maintenance concepts can also shift service from reactive “fix it now” pressure to planned reliability—supporting both customer expectations and internal resource planning.

Does language proficiency matter?

Bauer implies language is a major accelerator for trust and accuracy.

Without Japanese proficiency, leaders rely on interpreters who may lack business judgment, or on English speakers who may not be organisational power players.

Language competence improves question quality, speeds nemawashi, and reduces misalignment between intent and interpretation.

What’s the ultimate leadership lesson?

Bauer’s core lesson is that leadership is bridge-building under uncertainty: earn trust through honesty, reduce fear with a safety rope, and translate between cultures without letting either side become an excuse.

In Japan, sustainable performance comes from combining consensus with clarity—bringing people along while still insisting on profitability, accountability, and forward movement.

About the Author

Dr. Greg Story, Ph.D. in Japanese Decision-Making, is President of Dale Carnegie Tokyo Training and Adjunct Professor at Griffith University. He is a two-time winner of the Dale Carnegie “One Carnegie Award” (2018, 2021) and recipient of the Griffith University Business School Outstanding Alumnus Award (2012). As a Dale Carnegie Master Trainer, Greg is certified to deliver globally across all leadership, communication, sales, and presentation programs, including Leadership Training for Results.

He has written several books, including three best-sellers — Japan Business Mastery, Japan Sales Mastery, and Japan Presentations Mastery — along with Japan Leadership Mastery and How to Stop Wasting Money on Training. His works have also been translated into Japanese, including Za Eigyō (ザ営業), Purezen no Tatsujin (プレゼンの達人), Torēningu de Okane o Muda ni Suru no wa Yamemashō (トレーニングでお金を無駄にするのはやめましょう), and Gendaiban “Hito o Ugokasu” Rīdā (現代版「人を動かす」リーダー).

In addition to his books, Greg publishes daily blogs on LinkedIn, Facebook, and Twitter, offering practical insights on leadership, communication, and Japanese business culture. He is also the host of six weekly podcasts, including The Leadership Japan Series, The Sales Japan Series, The Presentations Japan Series, Japan Business Mastery, and Japan’s Top Business Interviews. On YouTube, he produces three weekly shows — The Cutting Edge Japan Business Show, Japan Business Mastery, and Japan’s Top Business Interviews — which have become leading resources for executives seeking strategies for success in Japan.