1. åãã«ïŒå±å·ãšã¯
ããžãã¹ãéå§ããéãæåã«ç«ã¡ã¯ã ããã®ããå±å·ãéžã³ãšããéèŠãªã¹ãããã§ããããããçããã¯å ·äœçã«ãå±å·ããã©ã®ãããªãã®ã§ãã©ã®ãããªæ段ã§éžã°ããã¹ããã®ãªã®ãç解ããŠããã§ãããã? æ¬èšäºã§ã¯ãŸãããã®åºæ¬çãªæŠå¿µãšå®çŸ©ããã®éèŠæ§ã圹å²ãç解ããããšããå§ãã次ã«å ·äœçãªçºæ³æ¹æ³ãéžå®æ¹æ³ãããã«ã¯äººæ°ã®ããå±å·ã®ãµã³ãã«ãŸã§ã解説ããŠãããŸãã
1.1 å±å·ã®æŠå¿µãšå®çŸ©
å±å·ãšã¯ãäž»ã«äŒæ¥ãååºãååããµãŒãã¹ãæäŸããéã«äœ¿çšããå称ã®ããšãæããŸãã 瀟åãåºåãšãåŒã°ããäºæ¥ãåºèã®ã¢ã€ãã³ãã£ãã£ã圢æããéèŠãªèŠçŽ ã§ãããäžè¬çã«ã¯ãã®ããžãã¹ã象城ããã·ã³ãã«ãšããŠæ©èœããŸãã ãã®å称ã¯ãããžãã¹ã®ããŒãœããªãã£ãåæ ããæ¶è²»è ã«å¯ŸããŠã©ã®ãããªäŸ¡å€ãçµéšãæäŸããããäŒããååããµãŒãã¹ã®è³ªã瀺ãäžæ¹ã§ãã©ã€ãã«ããã®å·®å¥åãå³ã圹å²ãæã¡ãŸãã
1.2 å±å·ã®æ矩ãšåœ¹å²
å±å·ã¯ããã ããžãã¹ãæã瀺ãã ãã§ãªãããã®ããžãã¹ã®èåŸã«ãã䟡å€èŠ³ã䞻匵ãããžã§ã³ãç念ãè¡šçŸããéèŠãªæ段ãšèšããŸããèªæãæå³ããçŸããã€ã¡ãŒãžã¯æ¶è²»è ããã®ããžãã¹ã«ã€ããŠæ±ãææ ãå·Šå³ããçµæãšããŠãã©ã³ãã®èªç¥åºŠãè©äŸ¡ã顧客ãã€ã€ã«ãã£ãé«ããå¹æãèŠèŸŒããŸããå ããŠãå±å·ã¯ããžãã¹ãæäŸããååããµãŒãã¹ã®ç¹åŸŽã質ã象城ããããã宣äŒæŠç¥ã®äžéšãšããŠã掻çšã§ããŸãããããã匷åã§å¹æçãªå±å·ãéžå®ããã«ã¯ãããžãã¹ã®ç®æšã䟡å€ãæ·±ãç解ãããããè¡šçŸããæé©ãªèšèãèŠã€ããå¿ èŠããããŸããããã§ã¯æ¬¡ã®ã»ã¯ã·ã§ã³ã§ãå®éã«ã©ã®ããã«å±å·ãéžå®ãã¹ããããã®çºæ³æ¹æ³ãéžå®åºæºã«ã€ããŠè§£èª¬ããŠãããŸãããã
2. å±å·ã®çºæ³æ¹æ³
ããªããæ°ããªããžãã¹ãå§ããéã«æåã«è¿ããã®ããå±å·ããèããããšã§ããããã¯äŒæ¥ã®é¡ãšãèšããéèŠãªèŠçŽ ã§ããã倱æãèš±ãããŸãããããã§ã¯ãã©ã®ããã«ããŠå±å·ãçºæ³ããã®ã§ããããïŒ ããã§ã¯ãããžãã¹ã®å 容ããèããæ¹æ³ããŠããŒã¯ããåºãçºæ³æ¹æ³ããããŠèŠãããããéèŠããçºæ³æ¹æ³ã«ã€ããŠèª¬æããŠãããŸãã
2.1 ããžãã¹ã®å 容ããçºæ³ããæ¹æ³
å±å·ãèããéã«ããŸã第äžã«æããããã®ãããžãã¹ã®å 容ããçºæ³ããæ¹æ³ã§ãããã®æ¹æ³ã§ã¯ãæ¥åå 容ãååããµãŒãã¹ã®æ§è³ªãçŽæ¥åæ ããå±å·ãèããŸããäŸãã°ããã³å±ã§ããã°ãââããŒã«ãªãŒããçŸå®¹å®€ã§ããã°ãââãã¥ãŒãã£ãŒãµãã³ãã®ããã«çŽèš³ããããšã§ã誰ãèŠãŠããã®åºãäœãæ±ãåºãªã®ããæ確ã«äŒããããšãã§ããŸããããããããŸãã«çŽèš³ãããããšä»åºèãšå·®å¥åãé£ãããªãã®ã§æ³šæãå¿ èŠã§ãã
2.2 ãŠããŒã¯ããåºãããã®çºæ³æ¹æ³
次ã«èããããçºæ³æ³ã¯ããŠããŒã¯ããåºãããã®çºæ³æ¹æ³ã§ãã顧客ã«åŒ·ãå°è±¡ãäžããããã«ã¯ãä»ã«ãªããŠããŒã¯ãªå±å·ãèããããšãããŒãšãªããŸããäŸãã°ãè±èªããã¬ã³ããããã¯ã¹ããæŽç·Žãããå±å·ããæ¥æ¬ã®åå£ã颚æ¯ãé£æ³ãããå颚ã®å±å·ãªã©ãèããããŸãããŸãããŠãŒã¢ã©ã¹ãªãã®ãæå€ãªçµã¿åãããèŠèŠçãªã€ã³ãã¯ããäžããŸããããããããŸãã«å€ããçš®ããããšç解ããã¥ãããªãããããã©ã³ã¹ãéèŠã§ãã
2.3 èŠãããããéèŠããçºæ³æ¹æ³
æåŸã«ææ¡ããçºæ³æ³ã¯ãèŠãããããéèŠããçºæ³æ¹æ³ã§ããäžåºŠèããã ãã§èšæ¶ã«æ®ããããªãèŠããããå±å·ã¯éåžžã«æå¹ã§ãããã®ããã«ã¯ãçãã·ã³ãã«ãªåèªãéžã¶ããšãæãŸããã§ãããŸããé»ãèžãããªãããããå©çšãããªã©é³ã®èŠåæ§ãå©çšãããšããèŠãããããªãã§ãããããã ããã·ã³ãã«ãããŠé¡äŒŒã®ååãšééããããªã¹ã¯ããããŸãã®ã§ãçšããç¬èªæ§ãå¿ããã«ã
3. å±å·ã®éžå®æ¹æ³
ããžãã¹ãå§ããéãæåã«æ±ºããããšã®äžã€ããå±å·ãã§ãããã®å±å·ã¯ããã®åŸã®ããŒã±ãã£ã³ã°æŽ»åããã©ã³ãã€ã¡ãŒãžã倧ããå·Šå³ããèŠçŽ ãªã®ã§ãæ éã«éžã¶å¿ èŠããããŸãã
3.1 å±å·ã®ãã€ã³ããšéžå®åºæº
ããã§ã¯ãå ·äœçã«ã©ã®ãããªèŠçŽ ãèæ ®ããŠå±å·ãéžå®ãã¹ããªã®ã§ããããããŸãã¯ãäºæ¥å 容ã®ç解ãšçžå¿ããã€ã¡ãŒãžãåºãããšãéèŠã§ããå±å·ã¯ãåºãäºæ¥å 容ãè¡šã象城ãªã®ã§ãããã«å³ããååãä»ããããšã§ã客æ§ã®ç解ãä¿ããŸãã
ãŸããç¬ç¹ãªé¿ãããŠããŒã¯ãªåèªãéžã¶ããšã§ãä»ã®ããžãã¹ãšå·®å¥åãå³ãããšãã§ããŸãããã ãããã§æ³šæãããã®ã¯ããŠããŒã¯ãããŠæ£ç¢ºãªæ¥çš®ããµãŒãã¹å 容ãç解ãã«ãããªããšãã客æ§ãé ããã£ãŠããŸãæããããããããã©ã³ã¹ãä¿ã€ããšãéèŠã§ãã
3.2 ééãã®ãªãéžã³æ¹ãšãã®æ³šæç¹
ããŠã以äžã®åºæºãå ã«å±å·ãéžã³ãŸãããã泚æç¹ãååšããŸããæ¢åã®äºæ¥æãšååã被ããªããã®ç¢ºèªãæ ããšãåæšæš©ã®äŸµå®³ã«ã€ãªããå¯èœæ§ããããŸããã§ãã®ã§ãäžåºŠéžãã ååãä»ã®äºæ¥æãšéè€ããŠããªããå¿ ã確èªããŸãããã
ãŸããä»ã®èšèãšã®é»ãèžããããªååã¯ã人ã ã®èšæ¶ã«æ®ãããããšãããŠããŸãããããéã«ãå£èªè¡šçŸã誀解ãæãå¯èœæ§ã®ããååã¯é¿ããã¹ãã§ããæ··ä¹±ã誀解ãæããŠããŸããšãããžãã¹èªäœã®ä¿¡é Œæ§ãæãªã£ãŠããŸãå¯èœæ§ãããããã§ãã
ããããèžãŸããäžã§ãèªç€Ÿã®ããžãã¹ã«æé©ãªå±å·ãéžã¶ããšãéèŠã§ããå±å·äžã€ã§ãããžãã¹ã®æåãå·Šå³ãããããšãããã®ã§ãã
4. å±å·ãµã³ãã«é
ã§ã¯æ¬¡ã«ãããžãã¹ã®çš®é¡å¥ã«ããŠããŒã¯ã§èŠããããå±å·ã®äžäŸã玹ä»ããŸãããããŸã§ãµã³ãã«ã§ãã®ã§ããã®ãŸãŸäœ¿ãã®ã§ã¯ãªããããªãç¬èªã®ããžãã¹ã«åã£ãå±å·ãèããããã®ãã³ããšããŠã䜿ããã ããã
4.1 飲é£åºã®å±å·ãµã³ãã«
ãã¬ã·ãã®æ£®ãïŒæçã®ã¬ã·ãã森ã®ããã«ããããååšããŠããããšãã€ã¡ãŒãžãããŸããæçã®ãã©ãšãã£ã«å¯ãã 飲é£åºã®å±å·ãšããŠãŽã£ããã§ãã
ãå»æ¿ã®æãïŒåšæ¿ïŒãããã³ïŒã§åãã¹ã¿ããéã®æ ç±ãšå ±ã«ãæã®çŸãããéå¯ãåŽããã€ã¡ãŒãžããããåé£åºã«ãµããããååã§ãã
4.2 æŽæåºã®å±å·ãµã³ãã«
ããªãã³ãã£ã©ãã³ãïŒå¥³æ§ãåäŸåãã®ããããããæŽæãæ±ããåºãã€ã¡ãŒãžããªãã³ãšãã£ã©ãã³ïŒæ å£ïŒã®çµã¿åããããæ ãåéºãžã®èªããæããããŸãã
ãã¹ããŒãªãŒã¯ãŒãããŒããïŒæŽæäžã€äžã€ã«ã¹ããŒãªãŒããããšããã¡ãã»ãŒãžãäŒããããšãã§ããããªã·ã£ã¬ã§ç¬èªæ§ãè¿œæ±ããããåºã«æé©ã§ãã
4.3 ãµãŒãã¹æ¥ã®å±å·ãµã³ãã«
ãã«ããã«ãã¬ã¹ãïŒã«ããã«ïŒçºå äœïŒãšãã¬ã¹ïŒæ¯å¹ïŒãçµã¿åãããŠãæ°é®®ã§å ãèŒããµãŒãã¹ãæäŸããã€ã¡ãŒãžãéžãåºããŸããå¥åº·ãçŸå®¹ããšã¹ããªã©ã®ããžãã¹ã«è¯ãã§ãããã
ããããã¯ãŒã¯ã¹ãïŒãããïŒçŽ°éšãäžéšïŒãšã¯ãŒã¯ã¹ïŒäœåïŒãçµã¿åãããååã§ã现éšãŸã§äžå¯§ãªä»äºãããããšã匷調ããŸãã建èšããªãã©ãŒã ãå®¶å ·è£œäœãªã©ã«åããŸãã
4.4 ITç³»ããžãã¹ã®å±å·ãµã³ãã«
ãã³ãŒããšãã»ã³ã¹ãïŒã³ãŒãïŒããã°ã©ã ã®ã³ãŒãïŒãšãšãã»ã³ã¹ïŒæ¬è³ªïŒã®çµã¿åãããã質ã®é«ãæè¡åãäŒããŸãããœãããŠã§ã¢éçºäŒç€Ÿã«ãŽã£ããã®å±å·ã§ãã
ãããžã¿ã«ã¿ã€ã ã©ã€ã³ãïŒããžã¿ã«æè¡ã®é²åãšæã®æµããã€ãªãããITã³ã³ãµã«ãã£ã³ã°ããœãªã¥ãŒã·ã§ã³ããžãã¹ã«é©ããå±å·ãšèšããŸãã
5. å±å·ãæ³çã«ä¿è·ããæ¹æ³
ããªãã®ããžãã¹ã®å±å·ã¯ãå質ãšä¿¡é Œæ§ã象城ãã倧åãªèŠçŽ ã§ãããããä¿è·ããããã«ã¯åæšç»é²ãããçšããããŸããããã®å¿ èŠæ§ãšæç¶ããåã³ç»é²ãããªãå Žåã®ãªã¹ã¯ã«ã€ããŠè§£èª¬ããŠãããŸãã
5.1 åæšç»é²ã®å¿ èŠæ§ãšãã®æç¶ã
åæšç»é²ã¯ãããªãã®ããžãã¹åãæ³çã«ä¿è·ããä»ã®äŒæ¥ã«ããäžæ£äœ¿çšããå®ãããã®æ段ã§ããåæšãç»é²ããããšã§ãä»ã®äŒæ¥ãåãååã䌌ãååã§ããžãã¹ãè¡ãã®ãé²ãããšãã§ããŸãã
åæšç»é²ã®æç¶ãã¯ããŸããåæšãšãªãå称ãããŽãä»ã®äŒæ¥ã«ãã£ãŠæ¢ã«äœ¿çšãããŠããªããã確èªããããšããå§ãŸããŸãããã®ç¢ºèªäœæ¥ã¯ããåæšæ€çŽ¢ããšåŒã°ãããã®ã§ãç¹èš±åºã®ãŠã§ããµã€ãã§è¡ãããšãã§ããŸãã
次ã«ãåæšç»é²ç³è«ãè¡ããŸããç³è«ã«ã¯ãç³è«è ã®æ å ±ãšäœ¿çšããåæšã®è©³çŽ°ãæŽã«ã¯äœ¿çšããæ¥çãåååéãªã©ãæèšããå¿ èŠããããŸãããã¡ããç¹èš±åºã®ãŠã§ããµã€ãã§è¡ãããšãå¯èœã§ãã
æç¶ãã¯ãã®åŸãç¹èš±åºã«ãã審æ»ã«ç§»è¡ãããããçµããã°ç»é²ãå®äºãšãªããŸããå šäœã®éçšã¯è€éã«æãããããããŸããããããããæç¶ãããã£ãããšè¡ãããšã§ãããªãã®ããžãã¹ã¯æ³çã«ä¿è·ãããã®ã§ãã
5.2 åæšç»é²ãããªãå Žåã®ãªã¹ã¯
åæšç»é²ãããªãå Žåãããšãããªãããã®ããžãã¹åãæåã«äœ¿çšããŠãããšããŠããä»ã®äŒæ¥ãåãååã§åæšç»é²ãè¡ã£ãå Žåãããªãããã®ååã䜿ãããšãã§ããªããªããšãããªã¹ã¯ããããŸããããã¯ãåæšãä¿è·ããæ³åŸãç»é²å¶åºŠã®åœ¢ãåã£ãŠããããã§ãã
ããã«ãä»ç€Ÿãããªãã®ããžãã¹åã暪åãããŠããŸããšã顧客ãæ··ä¹±ãããããªãã®ããžãã¹ã®ä¿¡é Œæ§ãäœäžãããå¯èœæ§ããããŸãããããã®ãªã¹ã¯ãé¿ããããã«ããæ©ããã¡ã«åæšç»é²ãããããšãéèŠãšãªãã®ã§ãã
以äžã«ãªããŸããåæšç»é²ã¯ããžãã¹ãä¿è·ããæé·ããµããŒãããéèŠãªã¹ãããã§ããå±å·éžã³ãšåããããéèŠã«èããã¹ãã§ãããã
6. ãŸãšãïŒå±å·éžã³ã§ããžãã¹ãæåã«å°ã
ãããŸã§ãçµãŠãå±å·ã®éèŠæ§ãéžã³æ¹ãä¿è·ã®æ¹æ³ã«ã€ããŠåŠãã§ããŸããããããããããã®ç¥èãã²ãšãã§ææ¡ããã®ã¯é£ãããããããŸãããããã§ããŸãšãã®ã»ã¯ã·ã§ã³ã§ã¯å±å·éžã³ã®ãã€ã³ããå確èªããããããããžãã¹ãå§ããŠããããªããäžæ©ãèžã¿åºããã£ããã«ãªãããšãé¡ããŸãã
6.1 å±å·éžã³ã®ãã€ã³ãå確èª
å±å·éžã³ã¯ããžãã¹æåã®éµãæ¡ãéèŠãªæç¶ãã§ãããã®ããã«ã¯ãããžãã¹ã®å 容ãæ確ã«åæ ãããŠããŒã¯ããæã¡ã€ã€ãèŠããããå±å·ãèããããšãæ±ããããŸãããŸããæ³çãªä¿è·ã®èŠ³ç¹ãããå±å·ãä»ã®äººãäŒæ¥ã«ãã£ãŠç°¡åã«ã³ããŒãããªãããã«ãåæšç»é²ããããšãéèŠã§ãã
6.2 ããžãã¹æåãžã®äžæ©
ããšãå°ããªäžæ©ã§ãããããããžãã¹ãæåã«å°ã倧ããªäžæ©ã«ç¹ããããšãå¿ããªãã§ãã ããã絶ããæ°ããããšãåŠã³ãææŠãç¶ããããšããããªãã®ããžãã¹ãåºæ¿ããæé·ãããŸãããã®äžæ©ãšããŠãä»åã®å±å·éžã³ã®ç¥èã掻çšããŠã¿ãŠãã ãããããªããæ³åãã以äžã«ãé©åãªå±å·éžã³ã¯ããžãã¹ã®æåã«å€§ããå¯äžããŸãã
ãããŠå¿ããŠã¯ãªããªãã®ããå±å·ã ãã§ã¯ããžãã¹ã¯æç«ããŸãããååããµãŒãã¹ã®ã¯ãªãªãã£ãŒã顧客察å¿ãå¶æ¥åªåãªã©ããã®ä»ã®èŠçŽ ãšå ±ã«ãå±å·ã¯ããžãã¹ãæ¯ããäžéšã«éããªãããšãç解ããå šäœã®ãã©ã³ã¹ãèŠå€±ããªãã§ãã ããã