æŸéæ¥çã§ã¯ãèŠèŽçãåºååå ¥ãšãã£ãå®éçãªææšã«å ããçªçµã¯ãªãªãã£ã顧客æºè¶³åºŠãªã©ã®å®æ§çãªææšãKGIãšããŠéèŠèŠãããŠããŸããããããããããé©åã«èšå®ããè©äŸ¡ããããšã¯å®¹æã§ã¯ãããŸãããæ¬èšäºã§ã¯ãæŸéæ¥çã«ãããKGIã®æ矩ãèšå®æ¹æ³ãå ·äœçãªãã€ã³ãã«ã€ããŠåŸ¹åºçã«è§£èª¬ããŸãã
KGIãèšå®ããåæãšããŠãæŸéå±ã®çµå¶æŠç¥ãæ確ã«ããããšãéèŠã§ããèªç€Ÿã®åŒ·ã¿ãåžå Žç°å¢ãåæããäžã§ãç®æãã¹ãæ¹åæ§ã決å®ããå¿ èŠããããŸãããã®äžã§ãèŠèŽçãåºååå ¥ãçªçµã®è³ªãèŠèŽè æºè¶³åºŠãªã©ãæŠç¥ã«çŽã¥ãé©åãªKGIãéžå®ããŸããçæçãªç®æšãšäžé·æçãªç®æšã®ãã©ã³ã¹ãåãã€ã€ãPDCAãµã€ã¯ã«ãåããŠããããšããKGIéæãžã®è¿éãšãªãã§ãããã
ãã ããã¡ãã£ã¢ç°å¢ã倧ããå€åããäžãåŸæ¥ã®ææšã«ãšããããããã®ã¯è³¢æã§ã¯ãããŸãããããžã¿ã«æè¡ã®é²å±ãèžãŸããèŠèŽè äžäººã²ãšãã®ããŒãºã«å¯ãæ·»ã£ãæ°ããªKGIã暡玢ããããšãå¿ èŠã§ããæŸéå±ã®æç¶çãªæé·ã®ããã«ã¯ãæè»ã«KGIãèŠçŽããæ代ã®å€åã«é©å¿ããŠããããšãæ¬ ãããŸãããæ¬èšäºãéããŠãæŸéæ¥çã«ãããKGIã®ããã¹ã姿ãç解ããŠããã ããã°å¹žãã§ãã
æŸéæ¥çã«ãããKGIãšã¯ïŒ
æŸéæ¥çã§ã¯ãçµå¶ç®æšãéæããããã®éèŠãªææšãšããŠKGIïŒKey Goal IndicatorïŒãçšããããŠããŸããKGIã¯ãäŒæ¥ã®æŠç¥çç®æšã«çŽçµããææšã§ãããäºæ¥ã®æåãè©äŸ¡ããäžã§æ¬ ãããªãååšã§ããããã§ã¯ãæŸéæ¥çã«ãããKGIã®å®çŸ©ãç¹åŸŽãèšå®ã®éèŠæ§ã«ã€ããŠè©³ãã解説ããŸãã
KGIã®å®çŸ©ãšæå³åã
KGIãšã¯ãäŒæ¥ãèšå®ããæçµçãªç®æšãéæããããã«ãéèŠãªåœ¹å²ãæããææšã®ããšãæããŸããæŸéæ¥çã§ã¯ãèŠèŽçãåºååå ¥ãçªçµã®è³ªãèŠèŽè æºè¶³åºŠãªã©ã代衚çãªKGIãšããŠæããããŸãããããã®ææšã¯ãæŸéå±ã®çµå¶æ¹éãæŠç¥ã«çŽçµããŠãããäºæ¥ã®æåŠãå·Šå³ããéèŠãªèŠçŽ ãšãªã£ãŠããŸãã
KGIã¯ãåãªãæ°å€ç®æšã§ã¯ãªããäŒæ¥ã®ç®æãã¹ãæ¹åæ§ã瀺ãçŸ éç€ã®ãããªåœ¹å²ãæãããŸããKGIãèšå®ããããšã§ãçµç¹å šäœãäžäžžãšãªã£ãŠç®æšã«åãã£ãŠéé²ããããšãã§ããã®ã§ãããŸããKGIã¯çµå¶é£ãçŸå Žã®ã¹ã¿ããã«ãšã£ãŠãèªç€Ÿã®åŒ·ã¿ã匱ã¿ãææ¡ããæ¹åçãè¬ããããã®éèŠãªæãããã«ããªããŸãã
æŸéæ¥çç¹æã®KGIã®ç¹åŸŽ
æŸéæ¥çã®KGIã«ã¯ãä»ã®æ¥çãšã¯ç°ãªãç¹åŸŽããããŸãããŸããèŠèŽçã¯æŸéå±ã«ãšã£ãŠæãéèŠãªKGIã®äžã€ã§ããèŠèŽçãé«ããã°ãå€ãã®åºåäž»ããåºååºçš¿ãç²åŸã§ããåçå¢å ã«ã€ãªãããŸãããã®ãããçªçµç·šæãå¶äœã«ãããŠã¯ãåžžã«èŠèŽçãæèããåãçµã¿ãæ±ããããŸãã
ãŸããåºååå ¥ãKGIãšããŠéèŠèŠãããŠããŸããæŸéå±ã®åçã®å€§éšåã¯åºååå ¥ã§æãç«ã£ãŠãããããããã«é åçãªçªçµãå¶äœããã¹ãã³ãµãŒãç²åŸã§ããããéµãšãªããŸããããã«ãè¿å¹Žã¯ã€ã³ã¿ãŒãããã®æ®åã«ãããåç»é ä¿¡ãµãŒãã¹ãªã©ã®æ°ããªåçæºãçãŸããŠããŸããæŸéå±ã¯ããããã®å€æ§ãªåçãã£ãã«ãå¹æçã«æŽ»çšããKGIãéæããŠããå¿ èŠãããã§ãããã
äžæ¹ã§ãèŠèŽè æºè¶³åºŠãçªçµã®è³ªãšããå®æ§çãªKGIãéèŠã§ããèŠèŽè ã«æ¯æãããè¯è³ªãªçªçµãæäŸãç¶ããããšããæŸéå±ã®é·æçãªæé·ãä¿¡é Œç²åŸã«ã€ãªãããŸããæ°å€ã ãã§ãªããèŠèŽè ã®å£°ã«è³ãåŸããæºè¶³åºŠãé«ããŠããåãçµã¿ãæ±ããããŸãã
KGIèšå®ã®éèŠæ§ãšç®ç
æŸéæ¥çã§KGIãèšå®ããç®çã¯ãçµå¶ç®æšãæ確åããçµç¹å šäœã§ç®æšéæã«åããŠåãçµãããã§ããKGIãèšå®ããããšã§ã以äžã®ãããªã¡ãªããããããŸãã
- çµå¶é£ãšçŸå Žã®ç®æšèªèã®å ±æ
- ãªãœãŒã¹é åã®æé©å
- æœçã®åªå é äœä»ã
- PDCAãµã€ã¯ã«ã®ç¢ºç«
- ã¢ãããŒã·ã§ã³ã®åäž
KGIãèšå®ããéã¯ãèªç€Ÿã®åŒ·ã¿ãåžå Žç°å¢ãååã«åæããéæå¯èœãªç®æšãèšå®ããããšãéèŠã§ããé床ã«é«ãç®æšãèšå®ããŠããçŸå®çãªåãçµã¿ãå°é£ã«ãªããŸããäžæ¹ã§ãç®æšãäœãããŠã¯ãçµç¹ã®æé·ãé»å®³ããŠããŸãã§ããããé©åãªKGIãèšå®ããããã«ã¯ãçµå¶é£ãšçŸå Žãå¯æ¥ã«ã³ãã¥ãã±ãŒã·ã§ã³ãåããåæ圢æããŠããå¿ èŠããããŸãã
ãŸããKGIã¯å®æçã«èŠçŽããå¿ èŠã«å¿ããŠä¿®æ£ããŠããããšãæ±ããããŸããäºæ¥ç°å¢ã®å€åããçµç¹ã®æé·ã«åãããŠãKGIãæè»ã«å€æŽããŠããããšãéèŠã§ãã
以äžã¯ãæŸéæ¥çã«ãããKGIèšå®ã®äžäŸã§ãã
KGI | ç®æšå€ |
---|---|
å šæ¥èŠèŽç | 10%ä»¥äž |
åºååå ¥ | å幎æ¯5%å¢ |
çªçµæºè¶³åºŠ | 80%ä»¥äž |
åç»é ä¿¡äŒå¡æ° | 50äžäººä»¥äž |
ãã®ããã«KGIãå ·äœçãªæ°å€ã§èšå®ããããšã§ãç®æšéæã«åããåãçµã¿ãããæ確ã«ãªããŸããæŸéå±ã¯ãKGIã軞ã«æ§ã ãªæœçãå±éããäºæ¥ã®æé·ãç®æããŠãããŸãã
æŸéæ¥çã«ãããKGIã¯ãçµå¶ç®æšãéæããããã®éèŠãªææšã§ãããäºæ¥ã®æåŠãå·Šå³ããèŠçŽ ã§ããèŠèŽçãåºååå ¥ãèŠèŽè æºè¶³åºŠãªã©ãæŸéæ¥çç¹æã®KGIãç解ããé©åã«èšå®ããããšãæ±ããããŸããKGIã掻çšããçµç¹å šäœã§ç®æšéæã«åããŠåãçµãããšã§ãæŸéå±ã¯æç¶çãªæé·ãå®çŸããããšãã§ããã§ãããã
æŸéæ¥çã§ã®KGIèšå®ã®ããã»ã¹
æŸéæ¥çã«ãããŠãKGIãèšå®ããããã«ã¯ãããã€ãã®éèŠãªããã»ã¹ãèžãå¿ èŠããããŸããKGIã¯ãçµå¶æŠç¥ãšå¯æ¥ã«é¢é£ããŠããããã®èšå®ã«ã¯æ éãªæ€èšãæ±ããããŸããããã§ã¯ãæŸéæ¥çã«ãããKGIèšå®ã®ããã»ã¹ã«ã€ããŠã詳ãã解説ããŸãã
KGIèšå®ã®åæãšãªãçµå¶æŠç¥ã®æ確å
KGIãèšå®ããåæãšããŠãæŸéå±ã®çµå¶æŠç¥ãæ確ã«ããããšãéèŠã§ããçµå¶æŠç¥ãšã¯ãäŒæ¥ãç®æãæ¹åæ§ãã競äºåªäœæ§ã確ç«ããããã®é·æçãªèšç»ã®ããšãæããŸããæŸéå±ã¯ãèªç€Ÿã®åŒ·ã¿ã匱ã¿ãåžå Žç°å¢ãªã©ãåæããã©ã®ãããªæ¹åæ§ã§äºæ¥ãå±éããŠããã®ãã決å®ããå¿ èŠããããŸãã
äŸãã°ãããæŸéå±ããå°åå¯çåã®çªçµå¶äœã§å·®å¥åãå³ãããšããçµå¶æŠç¥ãæ²ãããšããŸãããã®å ŽåãKGIãšããŠã¯ãå°åã®èŠèŽè æºè¶³åºŠããå°ååºåäž»ããã®åºååå ¥ãªã©ãèšå®ãããã§ããããKGIã¯ãçµå¶æŠç¥ãšæŽåæ§ãä¿ã€ããšãéèŠãªã®ã§ãã
çµå¶æŠç¥ãæ確ã«ããããã«ã¯ã以äžã®ãããªæé ãèããããŸãã
- èªç€Ÿã®åŒ·ã¿ãšåŒ±ã¿ã®åæïŒSWOTåæãªã©ïŒ
- åžå Žç°å¢ã®åæïŒç«¶åä»ç€Ÿã®ååãèŠèŽè ããŒãºã®å€åãªã©ïŒ
- é·æçãªç®æšã®èšå®ïŒããžã§ã³ãããã·ã§ã³ã®çå®ïŒ
- ç®æšéæã®ããã®æŠç¥ã®ç«æ¡ïŒå·®å¥åæŠç¥ãã³ã¹ãåæžæŠç¥ãªã©ïŒ
çµå¶é£ã¯ããããã®æé ãèžãŸããŠãèªç€Ÿã®é²ãã¹ãæ¹åæ§ã決å®ããŠãããŸãããã®äžã§ãKGIãèšå®ããããšã§ãå ·äœçãªç®æšéæã«åããåãçµã¿ãå¯èœãšãªãã®ã§ãã
KGIãšçŽã¥ãKPIã®æŽãåºã
KGIãèšå®ãããã次ã¯ãã®KGIãšçŽã¥ãKPIïŒKey Performance IndicatorïŒãæŽãåºããŸããKPIãšã¯ãKGIãéæããããã®äžéçãªææšã®ããšã§ãæ¥åžžçãªæ¥åããã»ã¹ã«ãããéèŠãªæ°å€ç®æšã瀺ããŸããKGIãšKPIã¯ãå¯æ¥ã«é¢é£ããŠãããKPIã®éæãKGIã®éæã«ã€ãªãããããªèšèšãæ±ããããŸãã
äŸãã°ããå šæ¥èŠèŽç10%以äžããšããKGIã«å¯ŸããŠã以äžã®ãããªKPIãèšå®ããããããããŸããã
- ãŽãŒã«ãã³ã¿ã€ã ã®çªçµèŠèŽçïŒ15%以äž
- æ°èŠçªçµã®èŠèŽè æºè¶³åºŠïŒ80%以äž
- çªçµå®£äŒè²»ïŒå幎æ¯10%å¢
- çªçµå¶äœè²»ïŒ1çªçµããã1,000äžå以äž
ãããã®KPIã¯ãèŠèŽçãšããæçµçãªç®æšã«åããŠãçªçµç·šæãå¶äœã宣äŒãªã©ã®åå¥ã®æ¥åããã»ã¹ã«ãããç®æšã瀺ããŠããŸããKPIãé©åã«èšå®ããã¢ãã¿ãªã³ã°ããããšã§ãKGIéæã«åããé²æ管çãå¯èœãšãªããŸãã
KPIã®æŽãåºãã«ã¯ãåéšéã®æ åœè ãçŸå Žã®ã¹ã¿ãããå·»ã蟌ãã ãã£ã¹ã«ãã·ã§ã³ãæå¹ã§ããæ¥åžžæ¥åã«ç²Ÿéããã¹ã¿ããã®ç¥èŠã掻ããããšã§ãããçŸå®çãã€å®å¹æ§ã®é«ãKPIãèšå®ããããšãã§ããã§ãããã
é©åãªKGIã®éžå®ãšãã®åºæº
KGIãšKPIã®é¢ä¿æ§ãæŽçããããæçµçã«é©åãªKGIãéžå®ããŸããKGIã®éžå®ã«ããã£ãŠã¯ã以äžã®ãããªåºæºãåèã«ãããšè¯ãã§ãããã
- çµå¶æŠç¥ãšã®æŽåæ§ïŒKGIã¯ãçµå¶æŠç¥ã®éæã«çŽçµãããã®ã§ãããïŒ
- 枬å®å¯èœæ§ïŒKGIã¯ãå®éçã«æž¬å®ã§ããææšã§ãããïŒ
- éæå¯èœæ§ïŒKGIã¯ãçŸå®çã«éæå¯èœãªæ°Žæºã«èšå®ãããŠãããïŒ
- æé軞ã®æ確åïŒKGIã®éææéã¯ãé©åã«èšå®ãããŠãããïŒ
- çµç¹ãžã®æµžéïŒKGIã¯ãçµç¹å šäœã§å ±æããã浞éãå³ãããŠãããïŒ
ãããã®åºæºãæºããKGIãéžå®ããããšã§ãçµç¹å šäœã§ç®æšéæã«åããŠãå¹æçã«åãçµãããšãã§ããŸããäžæ¹ã§ãKGIã¯å¿ èŠã«å¿ããŠæè»ã«èŠçŽãããšãéèŠã§ããäºæ¥ç°å¢ã®å€åããçµç¹ã®æé·ã«åãããŠãKGIãé©å®ä¿®æ£ããŠãã姿å¢ãæ±ããããŸãã
æŸéæ¥çã§ã®KGIèšå®ã¯ãçµå¶æŠç¥ãšå¯æ¥ã«é¢é£ããããã»ã¹ã§ããKGIãèšå®ããåæãšããŠãçµå¶æŠç¥ãæ確åããKGIãšçŽã¥ãKPIãæŽãåºãããšãéèŠãšãªããŸãããã®äžã§ãé©åãªKGIãéžå®ããçµç¹å šäœã§å ±æã»æµžéãå³ãããšã§ãç®æšéæã«åããåãçµã¿ãå¯èœãšãªãã®ã§ãã
KGIã¯ãæŸéå±ã®çµå¶ã«ãããŠãçŸ éç€ã®ãããªåœ¹å²ãæãããŸããé©åãªKGIãèšå®ããããã軞ã«äºæ¥ãå±éããããšã§ãæŸéå±ã¯æ¿åãã競äºç°å¢ã®äžã§ããæç¶çãªæé·ãå®çŸããããšãã§ããã§ããããKGIèšå®ã®ããã»ã¹ãé©åã«éçšããPDCAãµã€ã¯ã«ãåããŠããããšããæŸéæ¥çã§ã®æåã®éµãæ¡ã£ãŠããŸãã
æŸéæ¥çã«ãããKGIèšå®ã®ãã€ã³ã
èŠèŽçãåºååå ¥ãªã©ã®å®éçææšã®èšå®
æŸéæ¥çã«ãããKGIèšå®ã®ç¬¬äžã®ãã€ã³ãã¯ãèŠèŽçãåºååå ¥ãªã©ã®å®éçãªææšãé©åã«éžå®ããããšã§ããèŠèŽçã¯ãçªçµã®äººæ°ã泚ç®åºŠãè¡šãéèŠãªææšã§ãããåºåäž»ã«ãšã£ãŠã倧ããªé¢å¿äºé ãšãªããŸããèŠèŽçãé«ãçªçµã¯ãããå€ãã®åºååå ¥ãç²åŸããããšãã§ãããããæŸéå±ã«ãšã£ãŠéèŠãªKGIã®äžã€ãšèšããŸãã
ãŸããåºååå ¥ãã®ãã®ãKGIãšããŠèšå®ãããããšãå€ãã§ããããæŸéäºæ¥ã®åçæ§ãçŽæ¥çã«è¡šãææšã§ãããçµå¶æŠç¥äžã®ç®æšãšã®çŽä»ããããããããã§ããåºååå ¥ã®ç®æšãèšå®ããéã¯ãéå»ã®å®çžŸãåžå Žååãèªç€Ÿã®åºåæ ã®äŸ¡å€ãªã©ãç·åçã«åæ¡ããå¿ èŠããããŸãã
ãã®ä»ã«ããçªçµå¶äœè²»ãå¶æ¥å©ççãªã©ã®è²¡åçãªææšãã·ã§ã¢ãèªç¥åºŠãªã©ã®åžå Žé¢é£ã®ææšãªã©ãæŸéæ¥çç¹æã®å®éçãªKGIãèšå®ãããããšããããŸãããããã®ææšã¯ãçµå¶æŠç¥ãäºæ¥ç°å¢ã«å¿ããŠãé©å®éžå®ããŠããããšãæ±ããããŸãã
çªçµã¯ãªãªãã£ã顧客æºè¶³åºŠãªã©ã®å®æ§çææšã®èšå®
æŸéæ¥çã®KGIã¯ãå®éçãªææšã ãã§ãªããçªçµã®ã¯ãªãªãã£ãèŠèŽè ã®æºè¶³åºŠãªã©ãå®æ§çãªææšãéèŠèŠãããŸããèŠèŽçãåºååå ¥ãšãã£ãæ°å€çãªç®æšãè¿œæ±ããããŸããçªçµã®è³ªãäœäžããŠããŸã£ãŠã¯æ¬æ«è»¢åã ããã§ãã
çªçµã¯ãªãªãã£ã枬å®ããKGIãšããŠã¯ãèŠèŽè ã¢ã³ã±ãŒãã«ããæºè¶³åºŠèª¿æ»ããå°é家ã«ããçªçµè©äŸ¡ãªã©ãèããããŸãããããã®ææšã¯å®æ§çãªãã®ã§ãããæ°å€åããŠç®¡çããããšã§ãçªçµå¶äœè ã«ãšã£ãŠç®æšèšå®ããããããªããŸããäŸãã°ããèŠèŽè æºè¶³åºŠ80%以äžããšãã£ãKGIãèšå®ããå®æçã«èª¿æ»ãå®æœããããšã§ãçªçµã®æ¹åã«ã€ãªããŠããããšãã§ããã§ãããã
ãŸããäŒæ¥ã€ã¡ãŒãžã瀟äŒç責任ãšãã£ããå®æ§çãªåŽé¢ãKGIã«åãå ¥ããããšãæå¹ã§ããæŸéå±ã¯ãå ¬å ±æ§ã®é«ãäºæ¥ãæ ã£ãŠãããšããèªèŠãæã¡ãèŠèŽè ã瀟äŒããã®ä¿¡é Œãç²åŸããããšãéèŠã ããã§ããäŸãã°ããå°åè²¢ç®æŽ»åã®å®æœåæ°ããã瀟äŒåé¡ã«é¢ããçªçµã®æŸéæéããªã©ãKGIãšããŠèšå®ãã瀟äŒçãªååšäŸ¡å€ãé«ããŠããããšãèããããŸãã
çæçãšé·æçã®äž¡é¢ããã®KGIã®èšå®
KGIãèšå®ããéã¯ãçæçãªç®æšãšé·æçãªç®æšã®äž¡é¢ããæ€èšããããšãéèŠã§ããååæã幎床ãšãã£ãçãã¹ãã³ã§ã®ç®æšèšå®ã¯ãäºæ¥ã®é²æ管çãåé¡çºèŠã«åœ¹ç«ã¡ãŸããäžæ¹ã§ãäžé·æçãªç®æšãèšå®ããããšã§ãæç¶çãªæé·ã競äºåªäœæ§ã®ç¢ºç«ã«ã€ãªããããšãã§ããã§ãããã
çæçãªKGIãšããŠã¯ãåè¿°ã®èŠèŽçãåºååå ¥ãçªçµã¯ãªãªãã£ãªã©ã該åœããŸãããããã®ææšã¯ãæ¥ã ã®äºæ¥æŽ»åã®äžã§åžžã«ã¢ãã¿ãªã³ã°ããå¿ èŠã«å¿ããŠè»éä¿®æ£ãè¡ã£ãŠããå¿ èŠããããŸãããŸããååæããšã®ç®æšãèšå®ããPDCAãµã€ã¯ã«ãåããŠããããšã§ãçå®ãªæé·ãå®çŸããããšãã§ããã§ãããã
é·æçãªKGIãšããŠã¯ãåžå Žã·ã§ã¢ã顧客ç涯䟡å€ããã©ã³ã䟡å€ãªã©ãæããããŸãããããã®ææšã¯ãäžæäžå€ã«æ¹åã§ãããã®ã§ã¯ãããŸããããæŸéå±ã®å°æ¥çãªæé·ã競äºåã«å€§ããªåœ±é¿ãäžããŸããäŸãã°ãã10幎åŸã®åžå Žã·ã§ã¢30%ããšãã£ãéå¿çãªç®æšãèšå®ããé·æçãªèŠç¹ã§äºæ¥æŠç¥ãç«æ¡ããŠããããšãæ±ããããŸãã
çæçãªKGIãšé·æçãªKGIãé©åã«çµã¿åããããã©ã³ã¹ãåãããšãéèŠã§ããçæçãªç®æšéæã«æ³šåããããŸããé·æçãªæé·ãç ç²ã«ããŠã¯ãªããªãããã§ããçµå¶é£ã¯ãäž¡è ã®é©åãªãã©ã³ã¹ãèæ ®ããªãããKGIãèšå®ããŠããå¿ èŠãããã§ãããã
以äžã®ããã«ãæŸéæ¥çã«ãããKGIèšå®ã§ã¯ãå®éçãªææšãšå®æ§çãªææšãçæçãªç®æšãšé·æçãªç®æšãªã©ãæ§ã ãªèŠ³ç¹ããæ€èšãè¡ãããšãéèŠã§ããèªç€Ÿã®çµå¶æŠç¥ã匷ã¿ãèžãŸããªãããé©åãªKGIãéžå®ããçµç¹å šäœã§å ±æã»å®è·µããŠããããšããæŸéå±ã®æç¶çãªæé·ã«ã€ãªããã®ã§ãã
KGIéæã«åããæœçãšã¢ãã¿ãªã³ã°
KGIãèšå®ãããã次ã¯ãã®ç®æšãéæããããã®å ·äœçãªæœçãç«æ¡ããç¶ç¶çã«ã¢ãã¿ãªã³ã°ãè¡ã£ãŠããå¿ èŠããããŸããããã§ã¯ãKGIéæã«åããåãçµã¿ã®ãã€ã³ãã«ã€ããŠè§£èª¬ããŸãã
KGIéæã®ããã®å ·äœçã¢ã¯ã·ã§ã³ãã©ã³ã®çå®
KGIãéæããããã«ã¯ãçµç¹å šäœã§åãçµãã¹ãå ·äœçãªã¢ã¯ã·ã§ã³ãã©ã³ãçå®ããããšãäžå¯æ¬ ã§ããã¢ã¯ã·ã§ã³ãã©ã³ã¯ãKGIãšçŽã¥ãKPIããšã«ãå®è¡ãã¹ãã¿ã¹ã¯ãæœçãæ確ã«ãããã®ã§ãã
äŸãã°ããå šæ¥èŠèŽç10%以äžããšããKGIã«å¯ŸããŠã以äžã®ãããªã¢ã¯ã·ã§ã³ãã©ã³ãèããããŸãã
- æ°èŠçªçµã®äŒç»ã»éçºã匷åãã
- çªçµå®£äŒãå¹æçã«å®æœããèªç¥åºŠãé«ãã
- 人æ°çªçµã®æ æ¡å€§ããé»éæé垯ãžã®é 眮ãæ€èšãã
- èŠèŽè ããŒã¿ã®åæã匷åããããŒãºã«åã£ãçªçµç·šæãè¡ã
ãããã®ã¢ã¯ã·ã§ã³ãã©ã³ã¯ãèŠèŽçåäžãšããç®æšã«åããŠãçªçµå¶äœã宣äŒãç·šæãšãã£ãæ§ã ãªéšçœ²ãé£æºããŠåãçµãã¹ãæœçã瀺ããŠããŸããåæœçã«ã¯ãå ·äœçãªæ°å€ç®æšãæéãèšå®ããé²æ管çãè¡ã£ãŠããããšãæ±ããããŸãã
ã¢ã¯ã·ã§ã³ãã©ã³ã®çå®ã«ã¯ãçŸå Žã®æèŠãç©æ¥µçã«åãå ¥ããããšãéèŠã§ããæ¥ã ã®æ¥åã«æºããã¹ã¿ããã¯ã課é¡ãæ¹åç¹ãæãè¯ãç解ããŠããããã§ããçµå¶é£ãšçŸå Žãäžäœãšãªã£ãŠãå®å¹æ§ã®é«ãã¢ã¯ã·ã§ã³ãã©ã³ãç·ŽãäžããŠããããšããKGIéæã®éµãšãªãã§ãããã
KGIã®é²æç¶æ³ã®ç¶ç¶çãªæž¬å®ãšåæ
KGIãèšå®ããã¢ã¯ã·ã§ã³ãã©ã³ãå®è¡ã«ç§»ããããããšã¯å®æçã«KGIã®é²æç¶æ³ã枬å®ã»åæããå¿ èŠã«å¿ããŠæœçãæ¹åããŠããããšãéèŠã§ããKGIã®é²æã¯ãæ¥æ¬¡ãé±æ¬¡ãæ次ãªã©ãé©åãªé »åºŠã§ã¢ãã¿ãªã³ã°ãè¡ããŸãã
äŸãã°ãèŠèŽçã§ããã°ããããªãªãµãŒã瀟ã®èª¿æ»ããŒã¿ãæ¥æ¬¡ã§ç¢ºèªããçªçµããšã®èŠèŽçæšç§»ãåæããããšãã§ããŸããç®æšãšã®å·®ç°ã倧ããå Žåã¯ãéããã«åå ã究æããæ¹åçãè¬ããå¿ èŠããããŸãã
åºååå ¥ãå¶äœã³ã¹ããªã©ã財åçãªææšã®é²æã¯ãæ次ãååæããšã®æ±ºç®ããŒã¿ãçšããŠç¢ºèªããŸããäºç®ãšã®ä¹é¢ãçããŠããå Žåã¯ããã®èŠå ãåæããã³ã¹ã管çãå¶æ¥æŠç¥ã®èŠçŽããæ€èšããªããã°ãªããŸããã
ãŸããèŠèŽè æºè¶³åºŠãªã©ã®å®æ§çãªææšã¯ãå®æçãªèª¿æ»ã®å®æœãæ±ããããŸããã¢ã³ã±ãŒããã€ã³ã¿ãã¥ãŒãéããŠãèŠèŽè ã®çã®å£°ãåéããçªçµã®æ¹åã«ã€ãªããŠããããšãéèŠã§ãã
KGIã®é²æç¶æ³ã¯ãçµå¶äŒè°ãªã©ã®å Žã§å®æçã«å ±åã»è°è«ãããã¹ãã§ããçµå¶é£ã¯ãKGIã®éæ床åããç·åçã«å€æããå¿ èŠã«å¿ããŠè³æºé åãæŠç¥ã®ä¿®æ£ãè¡ããŸããããããPDCAãµã€ã¯ã«ãç¶ç¶çã«åããŠããããšããKGIéæãžã®è¿éãšãªãã®ã§ãã
KGIãšKPIã®é£åæ§ã®ç¢ºèªãšå¿ èŠãªä¿®æ£
KGIã®é²æ管çãè¡ãäžã§ãKGIãšKPIã®é£åæ§ã確èªããå¿ èŠã«å¿ããŠä¿®æ£ãå ããããšãéèŠãªãã€ã³ãã§ããKPIã¯ãKGIéæã®ããã®äžéçãªææšã§ãããäºæ¥ç°å¢ã®å€åãæŠç¥ã®ä¿®æ£ã«äŒŽããããèªäœã®èŠçŽããå¿ èŠã«ãªãããšããããŸãã
äŸãã°ãèŠèŽçåäžãšããKGIã«å¯ŸããŠãããŽãŒã«ãã³ã¿ã€ã ã®çªçµèŠèŽçããšããKPIãèšå®ããŠãããšããŸããããããã€ã³ã¿ãŒãããã®æ®åã«äŒŽãããªã¢ã«ã¿ã€ã èŠèŽä»¥å€ã®èŠèŽåœ¢æ ãå¢ããŠãããšããŸãããã®å ŽåããèŠéãé ä¿¡ã®èŠèŽæ°ããªã©ãæ°ããªKPIãèšå®ããå¿ èŠãåºãŠãããããããŸããã
ãŸããKPIã®ç®æšå€ãçŸå®çã§ãªãã£ãããäºæ¥æŠç¥ãšã®æŽåæ§ãåããŠããªãã£ããããå Žåã¯ãKPIã®ä¿®æ£ãæ±ããããŸããäŸãã°ããæ°èŠçªçµã®èŠèŽè æºè¶³åºŠããšããKPIã80%ã«èšå®ããŠãããã®ã®ãäºç®ã®å¶çŽããååãªçªçµã¯ãªãªãã£ã確ä¿ã§ããŠããªããšããŸãããã®å ŽåãKPIã®ç®æšå€ãèŠçŽãããäºç®é åã®æ¹åãæ€èšããå¿ èŠãããã§ãããã
KGIãšKPIã®é£åæ§ãå®æçã«ãã§ãã¯ããå¿ èŠãªä¿®æ£ãå ããŠããããšã§ãããå®å¹æ§ã®é«ãç®æšç®¡çãå¯èœãšãªããŸããçµå¶é£ã¯ãçŸå Žããã®æ å ±ãèžãŸããªãããKGIãšKPIã®ãã©ãã·ã¥ã¢ãããç¶ç¶çã«è¡ã£ãŠããããšãæ±ããããŸãã
以äžã®ããã«ãKGIéæã«åããŠã¯ãå ·äœçãªã¢ã¯ã·ã§ã³ãã©ã³ã®çå®ãé²æç¶æ³ã®ç¶ç¶çãªã¢ãã¿ãªã³ã°ãKGIãšKPIã®é£åæ§ã®ç¢ºèªãšä¿®æ£ãªã©ãçµç¹ãæããç¶ç¶çãªåãçµã¿ãæ¬ ãããŸãããçµå¶é£ãšçŸå Žãäžäžžãšãªã£ãŠãPDCAãµã€ã¯ã«ãåããŠããããšããæŸéå±ã®ç®æšéæãšæç¶çæé·ã«ã€ãªããã®ã§ãã
æŸéæ¥çã«ãããKGIèšå®ã®æåäºäŸãšå€±æäºäŸ
èŠèŽè ããŒãºãç確ã«æããKGIèšå®ã®æåäŸ
æŸéæ¥çã«ãããŠãèŠèŽè ã®ããŒãºãç確ã«æããKGIèšå®ãåãå¥ããäºäŸãšããŠããããã¬ãå±ã®äŸãæããããŸãããã®ãã¬ãå±ã§ã¯ããèŠèŽè æºè¶³åºŠã®åäžããKGIã«èšå®ããçªçµå¶äœãç·šæã®æ¹éã«åæ ãããŸããã
å ·äœçã«ã¯ãå®æçãªèŠèŽè ã¢ã³ã±ãŒããã€ã³ã¿ãã¥ãŒãå®æœããèŠèŽè ã®å£°ã«è³ãåŸããããšã§ãããŒãºãææ¡ããããã«åªããŸããããŸããSNSã§ã®åé¿ããèŠèŽè ããã®åãåããå 容ãªã©ãåæããçªçµæ¹åã«æŽ»ãããŠãããŸããã
ãã®çµæãèŠèŽè ã®ããŒãºã«åèŽããé åçãªçªçµãå¢å ããèŠèŽçãèŠèŽè æºè¶³åºŠã倧ããåäžããŸããããã®ãã¬ãå±ã®äºäŸã¯ãèŠèŽè å¿åã®KGIèšå®ããæŸéå±ã®æé·ãšçºå±ã«å¯äžããããšã瀺ã奜äŸãšèšããã§ãããã
åžå Žç°å¢ã®å€åãèæ ®ããªãKGIèšå®ã®å€±æäŸ
äžæ¹ã§ãåžå Žç°å¢ã®å€åãèæ ®ãããäžé©åãªKGIãèšå®ããŠããŸã£ãæŸéå±ã®äŸããããŸããããã©ãžãªå±ã¯ããèŽåçã®åäžããKGIã«æ²ããçæçãªæ°å€ç®æšã®éæã«æ³šåããŸãããããããã©ãžãªé¢ããé²ãäžãèŽåçã®åäžã ãã§ã¯ãåçæ§ã®æ¹åã«ã€ãªãããŸããã§ããã
ãã®æŸéå±ã§ã¯ãã€ã³ã¿ãŒãããã掻çšããæ°ããåçã¢ãã«ã®æ§ç¯ããä»ã¡ãã£ã¢ãšã®é£æºãªã©ã®æŠç¥çåãçµã¿ãäžè¶³ããŠããŸãããèŽåçãšããäžé¢çãªKGIã«åºå·ããããŸããåžå Žã®å€åã«å¯Ÿå¿ããããšãã§ãããçµå¶ç¶æ³ãæªåããŠããŸã£ãã®ã§ãã
ãã®äºäŸã¯ãKGIãèšå®ããéã«ã¯ãåžå Žç°å¢ã®å€åãèŠæ®ããå€é¢çãªèŠç¹ãéèŠã§ããããšã瀺åããŠããŸããçæçãªæ°å€ç®æšã ãã§ãªããäžé·æçãªæé·æŠç¥ãèŠæ®ããKGIèšå®ãæ±ããããŸãã
KGIèšå®ã®æåŠãåãããã€ã³ãã®èå¯
以äžã®æåäºäŸãšå€±æäºäŸãæ¯èŒãããšãKGIèšå®ã®æåŠãåãããã€ã³ããããã€ãæµ®ãã³äžãã£ãŠããŸãã
ãŸããèŠèŽè ãåžå Žã®ããŒãºãç確ã«æããããšãéèŠã§ããèŠèŽè æºè¶³åºŠã®åäžãKGIã«èšå®ããç¶ç¶çã«ããŒãºãææ¡ã»åæããããšã§ãçªçµã®è³ªãé«ããæ¯æãç²åŸããããšãã§ããŸãã
ãŸããåžå Žç°å¢ã®å€åãèŠæ®ãããæè»ãªKGIèšå®ãæ¬ ãããŸãããã¡ãã£ã¢ç°å¢ã倧ããå€åããäžãåŸæ¥ã®ææšã«ãã ããã®ã§ã¯ãªããæ°ãã䟡å€åºæºãåãå ¥ããŠããããšãæ±ããããŸãã
ããã«ãKGIãéæããããã®å ·äœçãªã¢ã¯ã·ã§ã³ãã©ã³ãçå®ããPDCAãµã€ã¯ã«ãåããŠããããšãéèŠã§ããKGIã¯ãåãªãç®æšã«çµããããã®ã§ã¯ãªããå®è¡ãšæ€èšŒã䌎ã£ãŠåããŠæå³ãæã€ã®ã§ãã
æŸéå±ãKGIãèšå®ããéã¯ããããã®ãã€ã³ããèžãŸããèªç€Ÿã®åŒ·ã¿ãšåžå Žç°å¢ãåæããªãããé©åãªææšãéžå®ããŠããããšãæ±ããããŸããçæçãªæ°å€ç®æšãšäžé·æçãªæé·æŠç¥ã®ãã©ã³ã¹ãåãã€ã€ãçµç¹äžäžžãšãªã£ãŠKGIéæã«åããŠéé²ããããšããæŸéæ¥çã§åã¡æ®ãããã®éµãšãªãã§ãããã
ããããã®æŸéæ¥çã«ãããKGIã®åšãæ¹
ã¡ãã£ã¢ç°å¢ã®å€åã«é©å¿ããKGIã®èšå®
æŸéæ¥çãåãå·»ãã¡ãã£ã¢ç°å¢ã¯å€§ããå€åããŠããŸããã€ã³ã¿ãŒãããã®æ®åã«ãããåç»é ä¿¡ãµãŒãã¹ãªã©ã®æ°ããªç«¶åçžæãç»å ŽããèŠèŽè ã®èŠèŽã¹ã¿ã€ã«ãå€æ§åããŠããŸãããã®ãããªç¶æ³äžã§ãæŸéå±ãKGIãèšå®ããéã¯ãã¡ãã£ã¢ç°å¢ã®å€åãç確ã«æããããã«é©å¿ããææšãéžå®ããããšãéèŠã§ãã
äŸãã°ãåŸæ¥ã®èŠèŽçã«å ããŠãåç»é ä¿¡ãµãŒãã¹ã®èŠèŽæ°ãããœãŒã·ã£ã«ã¡ãã£ã¢äžã§ã®çªçµé¢é£ã®èšåæ°ãªã©ãæ°ããææšãåãå ¥ããããšãèããããŸãããŸããèŠèŽè ã®ãšã³ã²ãŒãžã¡ã³ãã枬ãææšãšããŠãçªçµãžã®æ祚æ°ãã³ã¡ã³ãæ°ãªã©ãéèŠãª KGI ã«ãªãåŸãã§ãããã
ã¡ãã£ã¢ç°å¢ã®å€åã«é©å¿ããKGIãèšå®ããããšã§ãæŸéå±ã¯èŠèŽè ã®ããŒãºãç確ã«æããããå¹æçãªã³ã³ãã³ãæŠç¥ãç«æ¡ããããšãã§ããŸããåæã«ãåºåäž»ã«å¯ŸããŠããå€æ§ãªææšãçšããŠçªçµã®äŸ¡å€ã蚎æ±ããããšãå¯èœãšãªãã®ã§ãã
ããžã¿ã«æè¡ã掻çšããæ°ããªKGIã®å¯èœæ§
ããžã¿ã«æè¡ã®é²å±ã¯ãæŸéæ¥çã«æ°ããªKGIã®å¯èœæ§ããããããŠããŸããããã°ããŒã¿è§£æã人工ç¥èœïŒAIïŒã掻çšããããšã§ãèŠèŽè äžäººã²ãšãã®å奜ãããŒãºã詳现ã«ææ¡ããããããŒãœãã©ã€ãºãããã³ã³ãã³ããæäŸããããšãå¯èœã«ãªããŸãã
äŸãã°ãèŠèŽå±¥æŽãå±æ§æ å ±ãåæããããšã§ãåã ã®èŠèŽè ã«æé©ãªçªçµã¬ã³ã¡ã³ããŒã·ã§ã³ãè¡ãããšãã§ããŸãããŸãããªã¢ã«ã¿ã€ã ããŒã¿ã掻çšããçªçµå 容ãåºåã®æé©åãå³ãããšãå¯èœã§ããããããããŒã¿ããªãã³ãªã¢ãããŒãã¯ãèŠèŽè æºè¶³åºŠã®åäžãšãåºåå¹æã®æ倧åã«ã€ãªãããŸãã
ããã«ãã€ã³ã¿ã©ã¯ãã£ãæè¡ã掻çšããããšã§ãèŠèŽè åå åã®æ°ããã³ã³ãã³ã圢æ ãçãŸããŠããŸããèŠèŽè ãçªçµã«çŽæ¥é¢äžãããã®çµæãã¹ããŒãªãŒå±éã«åæ ããããããªã³ã³ãã³ãã¯ãé«ããšã³ã²ãŒãžã¡ã³ããçã¿åºãããšãã§ããã§ãããã
ããžã¿ã«æè¡ã掻çšããæ°ããªKGIãèšå®ããããšã§ãæŸéå±ã¯èŠèŽè ãšã®é¢ä¿æ§ã匷åããæ°ãã䟡å€ãåµé ããŠããããšãå¯èœãšãªããŸããæè¡ã®é²åãèŠæ®ããªãããé©æ°çãªKGIã®èšå®ã«ææŠããŠããããšãæ±ããããŸãã
æè»ãã€é©å¿çãªKGIèšå®ã®éèŠæ§
ã¡ãã£ã¢ç°å¢ãæ¥éã«å€åããäžã§ãKGIã®èšå®ã«ã¯æè»æ§ãšé©å¿æ§ãæ±ããããŸããäžåºŠèšå®ããKGIã«åºå·ããã®ã§ã¯ãªããåžžã«åžå Žã®ååã泚èŠããå¿ èŠã«å¿ããŠKGIãèŠçŽããŠãã姿å¢ãéèŠã§ãã
äŸãã°ãæ°ããèŠèŽåœ¢æ ãç»å Žããå Žåãããã«åãããŠKGIãå€æŽããå¿ èŠããããããããŸããããŸãã瀟äŒçãªé¢å¿äºã®å€åã«äŒŽããçªçµå 容ãåºåã®ããæ¹ãèŠçŽãããšãæ±ããããŸããKGIã¯ãããããå€åã«æè»ã«å¯Ÿå¿ã§ãããã®ã§ãªããã°ãªããŸããã
ãã®ããã«ã¯ãçµå¶é£ãšçŸå Žãå¯æ¥ã«ã³ãã¥ãã±ãŒã·ã§ã³ãåããåžå Žã®å€åãè¿ éã«æããŠããå¿ èŠããããŸããå®æçãªKGIã®èŠçŽããšãPDCAãµã€ã¯ã«ã®ç¶ç¶çãªå®è·µãæ¬ ãããŸããã
æè»ãã€é©å¿çãªKGIèšå®ã¯ãæŸéå±ã®æç¶çæé·ã«ãšã£ãŠäžå¯æ¬ ã§ãã確åºããããžã§ã³ãæã¡ã€ã€ãå€åã«å¯Ÿå¿ã§ããæè»æ§ãç¶æããããšããããããã®æŸéæ¥çãçãæãããã®éµãšãªãã§ãããã
æŸéæ¥çã¯å€§ããªå€é©æãè¿ããŠããŸããã¡ãã£ã¢ç°å¢ã®å€åã«é©å¿ããããžã¿ã«æè¡ã®å¯èœæ§ã掻ãããªãããæè»ã«KGIãèšå®ããŠããããšãæ±ããããŸããèŠèŽè ã®ããŒãºãç確ã«æããæ°ãã䟡å€ãåµé ãç¶ããããšããæŸéå±ã®æªæ¥ãåãæãã®ã§ããçµå¶é£ã¯ããã®ãããªKGIã®åšãæ¹ãæ·±ãç解ããçµç¹ãæããŠKGIéæã«åããŠéé²ããŠããå¿ èŠãããã§ãããã
ãŸãšã
æŸéæ¥çã«ãããKGIã¯ãèŠèŽçãåºååå ¥ãçªçµã¯ãªãªãã£ã顧客æºè¶³åºŠãªã©ãçµå¶ç®æšéæã®ããã«éèŠãªææšã§ããKGIèšå®ã®ããã»ã¹ã§ã¯ãçµå¶æŠç¥ã®æ確åãKPIãšã®çŽä»ããé©åãªææšéžå®ãæ±ããããŸããå®éçææšãšå®æ§çææšãçæç®æšãšé·æç®æšã®ãã©ã³ã¹ãåãããšãéèŠã§ããKGIéæã«ã¯ãå ·äœçãªã¢ã¯ã·ã§ã³ãã©ã³ã®çå®ãšãPDCAãµã€ã¯ã«ã«ããç¶ç¶çãªã¢ãã¿ãªã³ã°ãæ¬ ãããŸãããæŸéå±ã¯ãèŠèŽè ããŒãºãæããé©åãªKGIèšå®ã§æåããå€åãžã®é©å¿ãæ ããšå€±æã«ç¹ãããŸããã¡ãã£ã¢ç°å¢ã®å€åã«é©å¿ããããžã¿ã«æè¡ã掻çšããæ°ããªKGIãæè»ã«èšå®ããŠããããšããããããã®æŸéæ¥çã®éµãæ¡ãã§ãããã