è¿å¹Žãããžã¿ã«åºååžå Žãæ¡å€§ããäžã§ãããŒã±ãã£ã³ã°ã®å¹çåãšé«åºŠåãæ±ããããŠããŸãããã®äžã§æ³šç®ãéããŠããã®ããã¢ãã¬ãµãã«åºåã§ããã¢ãã¬ãµãã«åºåãšã¯ãèªç€Ÿãä¿æãã顧客ããŒã¿ã掻çšããã¿ãŒã²ãããçµã蟌ãã äžã§åºåé ä¿¡ãè¡ãææ³ã®ããšãæããŸããåŸæ¥ã®åºåææ³ã§ã¯äžç¹å®å€æ°ã«åããŠåºåãé ä¿¡ããŠããŸããããã¢ãã¬ãµãã«åºåã§ã¯é¡§å®¢äžäººã²ãšãã«æé©åãããåºåãé ä¿¡ããããšãå¯èœãšãªããŸãããã®èšäºã§ã¯ãã¢ãã¬ãµãã«åºåã®åºæ¬çãªæŠå¿µãããå ·äœçãªå®æœæ¹æ³ãå¹æãšå©ç¹ã課é¡ãšå¯ŸçãŸã§è©³ãã解説ããŸããã¢ãã¬ãµãã«åºåãå°å ¥ããããšã§ãåºåã®å¹æãæ倧åããç¡é§ãªåºåè²»ãåæžããããšãã§ããã§ããããèªç€Ÿã®é¡§å®¢ç解ãæ·±ããã¢ãã¬ãµãã«åºåãæŠç¥çã«æŽ»çšããããšã§ãããŒã±ãã£ã³ã°ã®ææãæ倧åãããã³ããåŸãããã¯ãã§ãã
ã¢ãã¬ãµãã«åºåãšã¯ïŒ
ã¢ãã¬ãµãã«åºåãšã¯ãäŒæ¥ãæã£ãŠãã顧客ããŒã¿ã掻çšããã¿ãŒã²ãããçµã蟌ãã äžã§åºåé ä¿¡ãè¡ãææ³ã§ããèªç€Ÿã®é¡§å®¢ãªã¹ããåºã«ãèå³é¢å¿ã賌買履æŽãªã©ã®æ å ±ãå ã«ã¿ãŒã²ãã£ã³ã°ãè¡ãããšã§ãããå¹æçãªåºåé ä¿¡ãå¯èœã«ãªããŸãã
ã¢ãã¬ãµãã«åºåã®å®çŸ©
ã¢ãã¬ãµãã«åºåã®å®çŸ©ã¯ã以äžã®ããã«ãŸãšããããŸãã
- äŒæ¥ãä¿æãã顧客ããŒã¿ã掻çšããåºåé ä¿¡ææ³
- 顧客ã®å±æ§ãè¡åå±¥æŽãªã©ãå ã«ã¿ãŒã²ãã£ã³ã°ãè¡ã
- åºåã®ããŒãœãã©ã€ãºåã«ãããé«ãå¹æãæåŸ ã§ãã
åŸæ¥ã®åºåææ³ã§ã¯ãäžç¹å®å€æ°ã«åããŠåºãåºåãé ä¿¡ããŠããŸããããã¢ãã¬ãµãã«åºåã§ã¯é¡§å®¢äžäººã²ãšãã«æé©åãããåºåãé ä¿¡ããããšãå¯èœã§ããããã«ãããåºåã®å¹æãæ倧åããç¡é§ãªåºåè²»ãåæžããããšãã§ããŸãã
ã¢ãã¬ãµãã«åºåã®ç¹åŸŽ
ã¢ãã¬ãµãã«åºåã«ã¯ã以äžã®ãããªç¹åŸŽããããŸãã
- 顧客ããŒã¿ã掻çšããã¿ãŒã²ãã£ã³ã°
- åºåã®ããŒãœãã©ã€ãºåã«ããé«ãå¹æ
- ç¡é§ãªåºåè²»ã®åæž
- 顧客ãšã³ã²ãŒãžã¡ã³ãã®åäž
- ã¯ãã¹ããã€ã¹å¯Ÿå¿ã«ããå©äŸ¿æ§
ã¢ãã¬ãµãã«åºåã§ã¯ã顧客ããŒã¿ã掻çšããããšã§ãæ§å¥ã幎霢ãèå³é¢å¿ãªã©ã®å±æ§æ å ±ã ãã§ãªãã賌買履æŽãé²èŠ§å±¥æŽãªã©ã®è¡åããŒã¿ã掻çšããŠã¿ãŒã²ãã£ã³ã°ãè¡ããŸããããã«ããããã粟床ã®é«ãåºåé ä¿¡ãå¯èœã«ãªããŸãã
ãŸããåºåã®ããŒãœãã©ã€ãºåã«ããã顧客äžäººã²ãšãã«æé©åãããåºåãé ä¿¡ããããšãã§ããŸããããã«ãããåºåã®å¹æãé«ããã ãã§ãªãã顧客ã®ãšã³ã²ãŒãžã¡ã³ããé«ããããšãæåŸ ã§ããŸãã
ããã«ãã¢ãã¬ãµãã«åºåã¯ã¯ãã¹ããã€ã¹ã«å¯Ÿå¿ããŠãããããPCãã¹ããŒããã©ã³ãã¿ãã¬ãããªã©ã顧客ãå©çšããããã€ã¹ã«åãããŠæé©ãªåºåãé ä¿¡ããããšãå¯èœã§ãã
ã¢ãã¬ãµãã«åºåãšä»ã®åºåææ³ã®éã
ã¢ãã¬ãµãã«åºåãšä»ã®åºåææ³ã®äž»ãªéãã¯ã以äžã®è¡šã®éãã§ãã
åºåææ³ | ã¿ãŒã²ãã£ã³ã° | ããŒãœãã©ã€ãºå | ã³ã¹ãå¹ç |
---|---|---|---|
ã¢ãã¬ãµãã«åºå | 顧客ããŒã¿ã掻çšããé«åºŠãªã¿ãŒã²ãã£ã³ã° | é«ã | é«ã |
åŸæ¥ã®åºåææ³ | äžç¹å®å€æ°ã«åããåºåé ä¿¡ | äœã | äœã |
åŸæ¥ã®åºåææ³ã§ã¯ãäžç¹å®å€æ°ã«åããŠåºãåºåãé ä¿¡ãããããã¿ãŒã²ãã£ã³ã°ã®ç²ŸåºŠãäœããããŒãœãã©ã€ãºåãé£ãããšãã課é¡ããããŸãããäžæ¹ãã¢ãã¬ãµãã«åºåã§ã¯ã顧客ããŒã¿ã掻çšããé«åºŠãªã¿ãŒã²ãã£ã³ã°ãšããŒãœãã©ã€ãºåã«ãããããå¹æçãªåºåé ä¿¡ãå¯èœã«ãªããŸãã
ãŸããã¢ãã¬ãµãã«åºåã¯ã³ã¹ãå¹çãé«ããšããç¹åŸŽããããŸããç¡é§ãªåºåè²»ãåæžããé©åãªã¿ãŒã²ããã«å¯ŸããŠå¹æçãªåºåãé ä¿¡ããããšã§ãåºåè²»çšå¯Ÿå¹æãæ倧åããããšãã§ããŸãã
以äžã®ããã«ãã¢ãã¬ãµãã«åºåã¯åŸæ¥ã®åºåææ³ãšã¯ç°ãªãç¹åŸŽãæã£ãŠããã顧客ããŒã¿ã掻çšããããšã§é«ãå¹æãæåŸ ã§ããåºåææ³ã ãšèšããŸããäŒæ¥ã¯èªç€Ÿã®é¡§å®¢ããŒã¿ãé©åã«ç®¡çãã掻çšããããšã§ãã¢ãã¬ãµãã«åºåã®å¹æãæ倧éã«åŒãåºãããšãã§ããã§ãããã
ã¢ãã¬ãµãã«åºåã®ä»çµã¿
ã¢ãã¬ãµãã«åºåã¯ãäŒæ¥ãä¿æãã顧客ããŒã¿ã掻çšããã¿ãŒã²ãããçµã蟌ãã äžã§åºåé ä¿¡ãè¡ãææ³ã§ããèªç€Ÿã®é¡§å®¢æ å ±ãåºã«ãèå³é¢å¿ã賌買履æŽãªã©ã®æ å ±ãå ã«ãªã¹ããäœæãããã®ãªã¹ããçšããŠåºåãé ä¿¡ããããšã§ãããå¹æçãªããŒã±ãã£ã³ã°ãå¯èœã«ãªããŸãã
顧客æ å ±ã®æŽ»çšæ¹æ³
ã¢ãã¬ãµãã«åºåã§ã¯ã以äžã®ãããªé¡§å®¢æ å ±ã掻çšããŠã¿ãŒã²ãã£ã³ã°ãè¡ããŸãã
- å±æ§æ å ±ïŒæ§å¥ã幎霢ãå± äœå°ãªã©ïŒ
- è¡åããŒã¿ïŒè³Œè²·å±¥æŽãé²èŠ§å±¥æŽãæ€çŽ¢å±¥æŽãªã©ïŒ
- èå³é¢å¿ããŒã¿ïŒè¶£å³ãå奜ãã©ã€ãã¹ã¿ã€ã«ãªã©ïŒ
ãããã®æ å ±ãçµã¿åãããããšã§ã顧客äžäººã²ãšãã®ããŒãºãç¹æ§ã«åãããããŒãœãã©ã€ãºãåºåã®é ä¿¡ãå¯èœã«ãªããŸããäŸãã°ãéå»ã«ç¹å®ã®ååãè³Œå ¥ãã顧客ã«å¯ŸããŠãé¢é£ååãè£å®ååã®åºåãé ä¿¡ãããšãã£ãå ·åã§ãã
ãªã¹ãäœæã®ãã€ã³ã
ã¢ãã¬ãµãã«åºåãå®æœããéã¯ã顧客æ å ±ãå ã«é©åãªãªã¹ããäœæããããšãéèŠã§ãããªã¹ãäœæã®éã®ãã€ã³ãã¯ä»¥äžã®éãã§ãã
- ã¿ãŒã²ããã®æ確åïŒåºåã®ç®çã«åãããŠãã¿ãŒã²ãããšãªã顧客åãæ確ã«ããã
- ããŒã¿ã®ç²ŸåºŠåäžïŒé¡§å®¢ããŒã¿ã®è³ªãé«ããæ£ç¢ºæ§ãšææ°æ§ã確ä¿ããã
- ã»ã°ã¡ã³ããŒã·ã§ã³ïŒé¡§å®¢ãç¹æ§ã«å¿ããŠã°ã«ãŒãåãããã»ã°ã¡ã³ãããšã«ãªã¹ããäœæããã
- ãªã¹ãã®æé©åïŒé ä¿¡çµæãåæãããªã¹ãã®æ¹åãç¶ç¶çã«è¡ãã
é©åãªãªã¹ããäœæããããšã§ãåºåã®å¹æãæ倧åããç¡é§ãªåºåè²»ãåæžããããšãã§ããŸãããŸãã顧客ããŒã¿ã®ç®¡çãšæŽ»çšã«é¢ããŠã¯ããã©ã€ãã·ãŒãžã®é æ ®ãšã»ãã¥ãªãã£å¯Ÿçãäžå¯æ¬ ã§ãã
é ä¿¡æ¹æ³ãšæ³šæç¹
ã¢ãã¬ãµãã«åºåã®é ä¿¡æ¹æ³ã¯ã以äžã®ãããªãã£ãã«ãæããããŸãã
- ãã£ã¹ãã¬ã€åºå
- åç»åºå
- ãœãŒã·ã£ã«ã¡ãã£ã¢åºå
- ã¡ãŒã«åºå
é ä¿¡ããéã¯ã顧客ã®ç¹æ§ãããã€ã¹ã«åãããŠæé©ãªåºåãã©ãŒããããéžæããããšãéèŠã§ãããŸããåºåè¡šçŸã«ãããŠã¯ãããŒãœãã©ã€ãºãåºåã§ããããšãæ瀺ãããªããã¢ãŠãã®æ©äŒãæäŸãããªã©ã顧客ã®ãã©ã€ãã·ãŒã«é æ ®ããããšãæ±ããããŸãã
ããã«ãé ä¿¡åŸã¯åºåã®å¹ææ€èšŒãè¡ããPDCAãµã€ã¯ã«ãåãããšã§ç¶ç¶çãªæ¹åãå³ãããšãéèŠã§ããã¢ãã¬ãµãã«åºåã¯é«åºŠãªã¿ãŒã²ãã£ã³ã°ãå¯èœãªåé¢ãé©åãªéçšãè¡ããªããšå¹æãéå®çã«ãªãå¯èœæ§ããããããå°éç¥èãæã£ãã¹ã¿ããã®è²æããå€éšã®å°é家ãšã®é£æºãæ±ããããŸãã
ã¢ãã¬ãµãã«åºåã¯ãäŒæ¥ãä¿æãã顧客ããŒã¿ãæ倧éã«æŽ»çšããããšã§ãããŒã±ãã£ã³ã°ã®å¹çåãšé«åºŠåãå®çŸããææ³ã§ããäžæ¹ã§ã顧客ã®ãã©ã€ãã·ãŒãžã®é æ ®ããé©åãªãªã¹ãäœæãå¹ææ€èšŒãªã©ãéçšé¢ã§ã®å·¥å€«ãšæ³šæãå¿ èŠäžå¯æ¬ ã§ããèªç€Ÿã®é¡§å®¢ç解ãæ·±ããã¢ãã¬ãµãã«åºåãæŠç¥çã«æŽ»çšããããšã§ãããŒã±ãã£ã³ã°ã®ææãæ倧åããŠãããŸãããã
ã¢ãã¬ãµãã«åºåã®å¹æãšå©ç¹
ã¢ãã¬ãµãã«åºåã¯ãäŒæ¥ãä¿æãã顧客ããŒã¿ã掻çšããããšã§ãé«ãåºåå¹æãæåŸ ã§ããææ³ã§ããããã§ã¯ãã¢ãã¬ãµãã«åºåã®å¹æãšå©ç¹ã«ã€ããŠè©³ãã解説ããŸãã
é«ãåºåå¹æãæåŸ ã§ããçç±
ã¢ãã¬ãµãã«åºåãé«ãåºåå¹æãçºæ®ã§ããçç±ã¯ã以äžã®éãã§ãã
- 顧客ã®èå³é¢å¿ã«åãããããŒãœãã©ã€ãºåãããåºåé ä¿¡ãå¯èœ
- ç¡é§ãªã€ã³ãã¬ãã·ã§ã³ãåæžããé©åãªã¿ãŒã²ãããžã®ãªãŒããå¯èœ
- 顧客ãšã³ã²ãŒãžã¡ã³ãã®åäžã«ãããã³ã³ããŒãžã§ã³çãROIã®æ¹åãæåŸ ã§ãã
èªç€Ÿã®é¡§å®¢ããŒã¿ã掻çšããããšã§ãäžäººã²ãšãã®é¡§å®¢ã®ç¹æ§ãè¡åã«åãããæé©ãªåºåãé ä¿¡ã§ããŸããããã«ãããåºåã®é¢é£æ§ãé«ãŸãã顧客ã®èå³ãåŒãä»ããããšãã§ãããããé«ãã¯ãªãã¯çãã³ã³ããŒãžã§ã³çãæåŸ ã§ããŸãã
ã¿ãŒã²ãã£ã³ã°ã®ç²ŸåºŠãé«ã
ã¢ãã¬ãµãã«åºåã®å€§ããªå©ç¹ã®äžã€ã¯ãã¿ãŒã²ãã£ã³ã°ã®ç²ŸåºŠã®é«ãã§ããèªç€Ÿã®é¡§å®¢ããŒã¿ã掻çšããããšã§ã以äžã®ãããªè©³çŽ°ãªã¿ãŒã²ãã£ã³ã°ãå¯èœã«ãªããŸãã
- 人å£çµ±èšããŒã¿ïŒæ§å¥ã幎霢ãå± äœå°ãªã©ïŒã«åºã¥ãã¿ãŒã²ãã£ã³ã°
- 賌買履æŽãé²èŠ§å±¥æŽãªã©ã®è¡åããŒã¿ã«åºã¥ãã¿ãŒã²ãã£ã³ã°
- 顧客ã®èå³é¢å¿ãå奜ã«åºã¥ãã¿ãŒã²ãã£ã³ã°
ãããã®æ å ±ãçµã¿åãããããšã§ããã粟床ã®é«ãã¿ãŒã²ãã£ã³ã°ãå¯èœãšãªããåºåã®ç¡é§æã¡ãé²ãããšãã§ããŸããé©åãªã¿ãŒã²ããã«å¯ŸããŠå¹æçãªåºåãé ä¿¡ããããšã§ãåºåè²»çšå¯Ÿå¹æã®æ倧åãæåŸ ã§ããŸãã
ã³ã¹ãããã©ãŒãã³ã¹ã«åªããŠãã
ã¢ãã¬ãµãã«åºåã¯ãã³ã¹ãããã©ãŒãã³ã¹ã«ãåªããŠããŸãã以äžã®ãããªç¹ãããåºåè²»çšã®æé©åãå¯èœã«ãªããŸãã
- ç¡é§ãªã€ã³ãã¬ãã·ã§ã³ãåæžããåºåè²»ã®ç¡é§é£ããé²ã
- é«ãã³ã³ããŒãžã§ã³çã«ãããç²åŸå䟡ïŒCPAïŒã®äœæžãæåŸ ã§ãã
- ã¯ãã¹ããã€ã¹å¯Ÿå¿ã«ãããæ§ã ãªããã€ã¹ã§ã®åºåé ä¿¡ãå¯èœ
é©åãªã¿ãŒã²ããã«å¯ŸããŠå¹æçãªåºåãé ä¿¡ããããšã§ãåºåè²»çšã®ç¡é§ãåæžããæè³å¯Ÿå¹æïŒROIïŒãé«ããããšãã§ããŸãããŸããã¯ãã¹ããã€ã¹å¯Ÿå¿ã«ããã顧客ãã©ã®ããã€ã¹ã䜿çšããŠããŠãæé©ãªåºåãé ä¿¡ã§ããããããªãŒãã®æ¡å€§ãšã³ã¹ãå¹çã®åäžãæåŸ ã§ããŸãã
ã¢ãã¬ãµãã«åºåã¯ãèªç€Ÿã®é¡§å®¢ããŒã¿ãæ倧éã«æŽ»çšããããšã§ãé«ãåºåå¹æãšã³ã¹ãããã©ãŒãã³ã¹ãå®çŸããææ³ã§ãã顧客äžäººã²ãšãã«æé©åãããåºåãé ä¿¡ããããšã§ã顧客ãšã³ã²ãŒãžã¡ã³ãã®åäžããã³ã³ããŒãžã§ã³çã®æ¹åãåºåè²»çšã®æé©åãªã©ãæ§ã ãªå¹æãæåŸ ã§ããŸããäŒæ¥ã¯èªç€Ÿã®é¡§å®¢ç解ãæ·±ããã¢ãã¬ãµãã«åºåãæŠç¥çã«æŽ»çšããããšã§ãããŒã±ãã£ã³ã°ã®ææãæ倧åããŠããããšãã§ããã§ãããã
ã¢ãã¬ãµãã«åºåãå§ããã«ã¯
å¿ èŠãªæºåãšæé
ã¢ãã¬ãµãã«åºåãå§ããããã«ã¯ããŸãèªç€Ÿã®é¡§å®¢ããŒã¿ãæŽçãã掻çšã§ããç¶æ ã«ããå¿ èŠããããŸããå ·äœçã«ã¯ã以äžã®ãããªæºåãšæé ãæ±ããããŸãã
- 顧客ããŒã¿ã®åéãšçµ±åïŒæ§ã ãªæ¥ç¹ã§åéãã顧客ããŒã¿ãäžå åããçµ±åããŒã¿ããŒã¹ãæ§ç¯ããã
- ããŒã¿ã¯ã¬ã³ãžã³ã°ïŒéè€ããŒã¿ã®åé€ããæ¬ æå€ã®è£å®ãªã©ãããŒã¿ã®å質ãé«ããã
- ã»ã°ã¡ã³ããŒã·ã§ã³ïŒé¡§å®¢ã®å±æ§ãè¡åã«åºã¥ããŠãã»ã°ã¡ã³ããå®çŸ©ããã
- ãªã¹ãäœæïŒåºåé ä¿¡ã®ç®çã«åãããŠãé©åãªé¡§å®¢ãªã¹ããäœæããã
- é ä¿¡èšå®ïŒåºåé ä¿¡ã®ãã£ãã«ãããã©ãŒããããé »åºŠãªã©ãèšå®ããã
ãããã®æºåãé²ããéã¯ãèªç€Ÿã®é¡§å®¢ããŒã¿ã®çŸç¶ãææ¡ããç®çã«åããã掻çšæ¹æ³ãæ€èšããããšãéèŠã§ãããŸãã顧客ã®ãã©ã€ãã·ãŒã«é æ ®ããé©åãªããŒã¿ç®¡çäœå¶ãæŽããããšãå¿ èŠäžå¯æ¬ ã§ãã
ããŒã¿åéãšç®¡çã®ã³ã
ã¢ãã¬ãµãã«åºåã«æŽ»çšãã顧客ããŒã¿ã¯ãèªç€Ÿã®æ§ã ãªæ¥ç¹ã§åéãããŸããäŸãã°ã以äžã®ãããªæ å ±æºãèããããŸãã
- äŒå¡ç»é²æ å ±
- 賌買履æŽ
- ãŠã§ããµã€ãã®é²èŠ§å±¥æŽ
- åãåããå±¥æŽ
- ãã£ã³ããŒã³ã®å¿åæ å ±
ãããã®æ å ±ãå¹æçã«æŽ»çšããããã«ã¯ãããŒã¿ã®å質管çãšãã»ãã¥ãªãã£å¯ŸçãéèŠãªãã€ã³ãã«ãªããŸããå ·äœçã«ã¯ã以äžã®ãããªã³ããæããããŸãã
- ããŒã¿ã®äžå 管çïŒæ§ã ãªæ¥ç¹ã§åéããããŒã¿ããçµ±åããŒã¿ããŒã¹ã§äžå 管çããã
- å®æçãªããŒã¿æŽæ°ïŒé¡§å®¢ããŒã¿ã®é®®åºŠãä¿ã€ããã«ãå®æçã«ããŒã¿ãæŽæ°ããã
- ã»ãã¥ãªãã£å¯Ÿçã®åŸ¹åºïŒå人æ å ±ã®åãæ±ãã«ã¯ååãªæ³šæãæããã»ãã¥ãªãã£å¯Ÿçã培åºããã
- ããŒã¿ã®å¯èŠåïŒããŒã¿åæããŒã«ã掻çšãã顧客ããŒã¿ãå¯èŠåããããšã§ã掻çšããããããã
ããŒã¿åéãšç®¡çãé©åã«è¡ãããšã§ãã¢ãã¬ãµãã«åºåã®ç²ŸåºŠãé«ããå¹æçãªããŒã±ãã£ã³ã°ãå®çŸããããšãã§ããŸããäžæ¹ã§ã顧客ã®ãã©ã€ãã·ãŒã«é æ ®ããé©åãªåæã®ååŸããªããã¢ãŠãã®æ©äŒã®æäŸãªã©ãå«ççãªå¯Ÿå¿ãæ¬ ãããŸããã
åºåã®å¶äœãšéçšã®ãã€ã³ã
ã¢ãã¬ãµãã«åºåã®å¶äœãšéçšã«ãããŠã¯ã以äžã®ãããªãã€ã³ãã«çæããå¿ èŠããããŸãã
- ã¿ãŒã²ããã«åãããã¯ãªãšã€ãã£ãïŒé¡§å®¢ã®ç¹æ§ãå奜ã«åãããŠãåºåã®èšŽæ±å 容ããã¶ã€ã³ãæé©åããã
- é ä¿¡ãã£ãã«ã®éžæïŒé¡§å®¢ã®è¡åç¹æ§ã«åãããŠãæé©ãªé ä¿¡ãã£ãã«ãéžæããã
- é ä¿¡ã¿ã€ãã³ã°ã®æé©åïŒé¡§å®¢ã®è¡åãã¿ãŒã³ãåæããæé©ãªé ä¿¡ã¿ã€ãã³ã°ãèšå®ããã
- å¹ææ€èšŒãšæ¹åïŒåºåã®é ä¿¡çµæã詳现ã«åæããPDCAãµã€ã¯ã«ãåãããšã§ç¶ç¶çãªæ¹åãå³ãã
ã¢ãã¬ãµãã«åºåã§ã¯ã顧客äžäººã²ãšãã«æé©åãããåºåãé ä¿¡ããããšãæ±ãããããããã¯ãªãšã€ãã£ãã®å¶äœã«ã¯ååãªå·¥å€«ãå¿ èŠã§ãããŸããé ä¿¡åŸã®å¹ææ€èšŒãé©åã«è¡ãã仮説ãšæ€èšŒãç¹°ãè¿ãããšã§ãåºåã®ç²ŸåºŠãé«ããŠããããšãéèŠã§ãã
ã¢ãã¬ãµãã«åºåãå§ããããã«ã¯ãèªç€Ÿã®é¡§å®¢ããŒã¿ã®çŸç¶ãææ¡ããç®çã«åããã掻çšæ¹æ³ãæ€èšããããšã第äžæ©ã§ããããŒã¿åéãšç®¡çãåºåã®å¶äœãšéçšã«ãããŠã顧客ç解ã«åºã¥ããé©åãªå¯Ÿå¿ãè¡ãããšã§ãã¢ãã¬ãµãã«åºåã®å¹æãæ倧éã«åŒãåºãããšãã§ããã§ããããèªç€Ÿã®é¡§å®¢ããŒã¿ãæ倧éã«æŽ»çšããããŒã±ãã£ã³ã°ã®é«åºŠåãå³ãããã«ãã¢ãã¬ãµãã«åºåã®å°å ¥ãæ€èšããŠã¿ãŠã¯ãããã§ããããã
ã¢ãã¬ãµãã«åºåã®èª²é¡ãšå¯Ÿç
ã¢ãã¬ãµãã«åºåã¯ãèªç€Ÿã®é¡§å®¢ããŒã¿ã掻çšããããšã§é«ãå¹æãæåŸ ã§ããäžæ¹ã§ãããã€ãã®èª²é¡ã«ãçŽé¢ããŸããããã§ã¯ãã¢ãã¬ãµãã«åºåã®èª²é¡ãšããã®å¯Ÿçã«ã€ããŠè©³ãã解説ããŸãã
å人æ å ±ã®åãæ±ãã«é¢ãã泚æç¹
ã¢ãã¬ãµãã«åºåã§ã¯ã顧客ã®å人æ å ±ã掻çšããããããã©ã€ãã·ãŒãžã®é æ ®ãéåžžã«éèŠã§ããå人æ å ±ã®åãæ±ãã«é¢ããŠã¯ã以äžã®ãããªç¹ã«æ³šæãå¿ èŠã§ãã
- å人æ å ±ä¿è·æ³ãªã©ã®æ³èŠå¶ã®éµå®
- é©åãªåæã®ååŸãšãªããã¢ãŠãã®æ©äŒã®æäŸ
- ããŒã¿ã®å®å šç®¡çãšã»ãã¥ãªãã£å¯Ÿçã®åŸ¹åº
- 瀟å ã§ã®ããŒã¿ã¢ã¯ã»ã¹å¶åŸ¡ãšæè²ã®å®æœ
äŒæ¥ã¯ãå人æ å ±ã®åãæ±ãã«é¢ããæ¹éãæ確ã«å®ããé©åãªç®¡çäœå¶ãæŽåããããšãæ±ããããŸãããŸãã顧客ãšã®ä¿¡é Œé¢ä¿ãç¯ãããã«ããéææ§ã®é«ãæ å ±é瀺ãšãäžå¯§ãªã³ãã¥ãã±ãŒã·ã§ã³ãæ¬ ãããŸããã
ããŒã¿ã®å質管çã®éèŠæ§
ã¢ãã¬ãµãã«åºåã®å¹æãæ倧éã«çºæ®ããããã«ã¯ã顧客ããŒã¿ã®å質管çãéèŠãªãã€ã³ãã«ãªããŸããå ·äœçã«ã¯ã以äžã®ãããªèª²é¡ã«å¯Ÿå¿ããå¿ èŠããããŸãã
- ããŒã¿ã®äžæŽåãéè€ã®è§£æ¶
- æ¬ æå€ãç°åžžå€ã®åŠç
- ããŒã¿ã®é®®åºŠã®ç¶æãšå®æçãªæŽæ°
- ããŒã¿çµ±åã®éã®ID管çã®åŸ¹åº
ããŒã¿ã®å質ãäœããšãã¿ãŒã²ãã£ã³ã°ã®ç²ŸåºŠãäžãããåºåã®å¹æãéå®çã«ãªã£ãŠããŸããŸããäŒæ¥ã¯ãããŒã¿å質ã®ç®¡çããã»ã¹ã確ç«ããç¶ç¶çãªæ¹åãå³ãããšãéèŠã§ãããŸããããŒã¿åæããŒã«ã掻çšããããŒã¿ã®å¯èŠåãšåæãé²ããããšã§ãå質ã®åäžã«ã€ãªããããšãã§ããã§ãããã
é ä¿¡å ã®éžå®ãšæé©å
ã¢ãã¬ãµãã«åºåã§ã¯ãé©åãªé ä¿¡å ãéžå®ããæé©åããããšãéèŠãªèª²é¡ã®äžã€ã§ããé ä¿¡å ã®éžå®ã«ãããŠã¯ã以äžã®ãããªç¹ã«çæãå¿ èŠã§ãã
- ã¿ãŒã²ãããªãŒãã£ãšã³ã¹ãšã®èŠªåæ§
- åºåæ ã®åšåº«éãšäŸ¡æ Œ
- åºå衚瀺ã®ç°å¢ãšãŠãŒã¶ãŒãšã¯ã¹ããªãšã³ã¹
- äžæ£ãã©ãã£ãã¯ã®æé€ãšåºåè©æ¬ºå¯Ÿç
ãŸããé ä¿¡åŸã¯åºåã®å¹æã詳现ã«åæããé ä¿¡å ã®æé©åãç¶ç¶çã«è¡ãããšãæ±ããããŸããimpressionæ°ãã¯ãªãã¯çãã³ã³ããŒãžã§ã³çãªã©ã®ææšã泚ææ·±ãç£èŠããæ¹åã®ããã®æœçãè¬ããããšãéèŠã§ããå¿ èŠã«å¿ããŠãé ä¿¡å ã®å ¥ãæ¿ãããé ä¿¡èšå®ã®èª¿æŽãè¡ãããšã§ãåºåå¹æã®æ倧åãå³ãããšãã§ããã§ãããã
ã¢ãã¬ãµãã«åºåã¯ã顧客ããŒã¿ã掻çšããããšã§é«ãå¹æãæåŸ ã§ããäžæ¹ã§ãå人æ å ±ã®åãæ±ããããŒã¿å質ã®ç®¡çãé ä¿¡å ã®æé©åãªã©ãããã€ãã®èª²é¡ã«ãçŽé¢ããŸããäŒæ¥ã¯ããããã®èª²é¡ã«çæ¯ã«åãåããé©åãªå¯Ÿçãè¬ããããšã§ãã¢ãã¬ãµãã«åºåã®å¹æãæ倧éã«åŒãåºãããšãã§ããã§ãããã顧客ç解ã«åºã¥ããããŒã±ãã£ã³ã°ã®é«åºŠåãç®æããã¢ãã¬ãµãã«åºåã®æŽ»çšãæ€èšããŠã¿ãŠã¯ãããã§ããããã
ãŸãšãïŒã¢ãã¬ãµãã«åºåã§å¹æçãªããŒã±ãã£ã³ã°ã
æ¬èšäºã§ã¯ãã¢ãã¬ãµãã«åºåã«ã€ããŠãåºæ¬çãªæŠå¿µããå ·äœçãªå®æœæ¹æ³ãå¹æãšå©ç¹ã課é¡ãšå¯ŸçãŸã§å¹ åºã解説ããŠããŸãããã¢ãã¬ãµãã«åºåã¯ãèªç€Ÿã®é¡§å®¢ããŒã¿ã掻çšãã顧客äžäººã²ãšãã«æé©åãããåºåãé ä¿¡ããããšã§ãé«ãåºåå¹æãšè²»çšå¯Ÿå¹æãå®çŸããææ³ã§ããåŸæ¥ã®åºåææ³ãšæ¯èŒããŠãã¿ãŒã²ãã£ã³ã°ã®ç²ŸåºŠãé«ããããŒãœãã©ã€ãºåãããåºåé ä¿¡ãå¯èœã§ãããšãã倧ããªå©ç¹ããããŸãã
ã¢ãã¬ãµãã«åºåã®ç¹åŸŽãšå©ç¹ã®å確èª
ã¢ãã¬ãµãã«åºåã®ç¹åŸŽãšå©ç¹ãå確èªããŸãããã
- èªç€Ÿã®é¡§å®¢ããŒã¿ã掻çšããé«åºŠãªã¿ãŒã²ãã£ã³ã°ãå¯èœ
- 顧客äžäººã²ãšãã«æé©åãããåºåé ä¿¡ã«ãããé«ããšã³ã²ãŒãžã¡ã³ããæåŸ ã§ãã
- ç¡é§ãªã€ã³ãã¬ãã·ã§ã³ãåæžããã³ã¹ãå¹çã®åäžãèŠèŸŒãã
- ã¯ãã¹ããã€ã¹å¯Ÿå¿ã«ãããå¹ åºãããã€ã¹ã§ã®åºåé ä¿¡ãå¯èœ
ãããã®ç¹åŸŽã掻ããããšã§ãã¢ãã¬ãµãã«åºåã¯é«ãåºåå¹æãšæè³å¯Ÿå¹æãå®çŸããããŒã±ãã£ã³ã°ã®é«åºŠåã«å€§ããè²¢ç®ããŸãã
æåã®ããã®ãã€ã³ããŸãšã
ã¢ãã¬ãµãã«åºåãæåã«å°ãããã«ã¯ã以äžã®ãã€ã³ãã«çæããããšãéèŠã§ãã
- èªç€Ÿã®é¡§å®¢ããŒã¿ãé©åã«ç®¡çããå質ãé«ãã
- 顧客ã®ãã©ã€ãã·ãŒã«é æ ®ããé©åãªåæã®ååŸãšã»ãã¥ãªãã£å¯Ÿçãè¡ã
- ã¿ãŒã²ããã«åãããã¯ãªãšã€ãã£ãã®å¶äœãšãæé©ãªé ä¿¡èšå®ãè¡ã
- åºåã®å¹ææ€èšŒã詳现ã«è¡ããPDCAãµã€ã¯ã«ãåããŠç¶ç¶çãªæ¹åãå³ã
ãããã®ãã€ã³ããæŒãããèªç€Ÿã®é¡§å®¢ç解ã«åºã¥ããæŠç¥çãªã¢ãã¬ãµãã«åºåã®æŽ»çšãé²ããããšã§ãããŒã±ãã£ã³ã°ã®ææãæ倧åããããšãã§ããã§ãããã
ã¢ãã¬ãµãã«åºåã®ä»åŸã®å±æ
ä»åŸãããžã¿ã«åºååžå Žã®æ¡å€§ãšå ±ã«ãã¢ãã¬ãµãã«åºåã®éèŠæ§ã¯ããã«é«ãŸããšäºæ³ãããŸããæè¡ã®é²æ©ã«ãããããé«åºŠãªããŒã¿æŽ»çšãšãããŒãœãã©ã€ãºåãå¯èœã«ãªãããšã§ãã¢ãã¬ãµãã«åºåã¯ããŒã±ãã£ã³ã°ã®äžæ žãæ ãææ³ã«ãªãã§ããããäžæ¹ã§ãå人æ å ±ä¿è·ã®éèŠæ§ãäžå±€é«ãŸãããšãäºæ³ãããäŒæ¥ã«ã¯é©åãªããŒã¿ç®¡çãšã顧客ãšã®ä¿¡é Œé¢ä¿æ§ç¯ãæ±ããããŸãã
ã¢ãã¬ãµãã«åºåã¯ãèªç€Ÿã®é¡§å®¢ç解ãæ·±åãããããŒã±ãã£ã³ã°ã®é«åºŠåãå®çŸããæå¹ãªææ³ã§ããèªç€Ÿã®ç¶æ³ã«åãããŠæŠç¥çã«ã¢ãã¬ãµãã«åºåã掻çšãã顧客äžäººã²ãšãã«æé©åãããåºåäœéšãæäŸããããšã§ãããžãã¹ã®æé·ã«ã€ãªããŠãããŸããããã¢ãã¬ãµãã«åºåã®å¯èœæ§ãæ倧éã«åŒãåºããããŒã±ãã£ã³ã°ã®æªæ¥ãåãæããŠããããšãæåŸ ãããŸãã
ãŸãšã
ã¢ãã¬ãµãã«åºåã¯ãäŒæ¥ãä¿æãã顧客ããŒã¿ã掻çšããåã ã®é¡§å®¢ã«æé©åãããåºåãé ä¿¡ããããšã§ãé«ãåºåå¹æãšè²»çšå¯Ÿå¹æãå®çŸããææ³ã§ããèªç€Ÿã®é¡§å®¢ç解ãæ·±ããã¿ãŒã²ãã£ã³ã°ã®ç²ŸåºŠãé«ããããšã§ãç¡é§ãªã€ã³ãã¬ãã·ã§ã³ãåæžãããšã³ã²ãŒãžã¡ã³ãã®åäžãæåŸ ã§ããŸãã
ã¢ãã¬ãµãã«åºåãæåã«å°ãããã«ã¯ã顧客ããŒã¿ã®é©åãªç®¡çãšå質åäžããã©ã€ãã·ãŒãžã®é æ ®ãšã»ãã¥ãªãã£å¯Ÿçãã¿ãŒã²ããã«åãããã¯ãªãšã€ãã£ãã®å¶äœãšæé©ãªé ä¿¡èšå®ãå¹ææ€èšŒãšPDCAãµã€ã¯ã«ã«ããç¶ç¶çãªæ¹åãéèŠãªãã€ã³ããšãªããŸããããããæŒãããæŠç¥çã«ã¢ãã¬ãµãã«åºåã掻çšããããšã§ãããŒã±ãã£ã³ã°ã®ææãæ倧åããããšãã§ããã§ãããã
ä»åŸãããžã¿ã«åºååžå Žã®æ¡å€§ãšå ±ã«ãã¢ãã¬ãµãã«åºåã®éèŠæ§ã¯ããã«é«ãŸããšäºæ³ãããŸããäžæ¹ã§ãå人æ å ±ä¿è·ã®éèŠæ§ãäžå±€é«ãŸãããšãäºæ³ãããäŒæ¥ã«ã¯é©åãªããŒã¿ç®¡çãšã顧客ãšã®ä¿¡é Œé¢ä¿æ§ç¯ãæ±ããããŸããã¢ãã¬ãµãã«åºåã®å¯èœæ§ãæ倧éã«åŒãåºãã顧客äžäººã²ãšãã«æé©åãããåºåäœéšãæäŸããããšã§ãããžãã¹ã®æé·ã«ã€ãªããŠãããŸãããã