補é æ¥ã«ãããŠã顧客ã®è³Œè²·è¡åãç解ããå¹æçãªããŒã±ãã£ã³ã°æŠç¥ãç«æ¡ããããšã¯éåžžã«éèŠã§ããããããèšå€§ãªé¡§å®¢ããŒã¿ãåã«ããŠãã©ãããçæãã¹ããæ©ãäŒæ¥ãå€ãã®ã§ã¯ãªãã§ãããããããã§æ³šç®ãããã®ãããã·ã«åæãšããææ³ã§ãããã·ã«åæã掻çšããããšã§ã補é æ¥ã¯å£²äžã«è²¢ç®åºŠã®é«ã顧客局ãç¹å®ããã»ã°ã¡ã³ãããšã«æé©ãªæœçãå±éããããšãã§ããŸããæ¬èšäºã§ã¯ããã·ã«åæã®åºæ¬æŠå¿µããã補é æ¥ã«ãããå ·äœçãªæŽ»çšæ¹æ³ãŸã§ãåå¿è åãã«åŸ¹åºçã«è§£èª¬ããŸãã
ãã·ã«åæãšã¯äœãïŒè£œé æ¥ã§ã®æŽ»çšæ矩
ãã·ã«åæã®åºæ¬æŠå¿µãšç®ç
ãã·ã«åæã¯ã顧客ãè³Œå ¥éé¡é ã«10çåããåã°ã«ãŒãã®ç¹åŸŽãåæããææ³ã§ãããã®åæã«ãããäŒæ¥ã¯å£²äžã«è²¢ç®åºŠã®é«ã顧客局ãç¹å®ããå¹æçãªããŒã±ãã£ã³ã°æŠç¥ãç«æ¡ããããšãã§ããŸãããã·ã«åæã®äž»ãªç®çã¯ä»¥äžã®éãã§ãã
- 顧客ã»ã°ã¡ã³ããŒã·ã§ã³: 賌買è¡åã«åºã¥ããŠé¡§å®¢ãåé¡ããåã»ã°ã¡ã³ãã®ç¹æ§ãç解ããã
- ããŒã±ãã£ã³ã°æœçã®æé©å: 顧客ã»ã°ã¡ã³ãããšã«é©åãªã¢ãããŒããæ¡çšããåçæ§ãé«ããã
- 顧客ãã€ã€ã«ãã£ã®åäž: åªè¯é¡§å®¢ãç¹å®ãããªãã³ã·ã§ã³æœçã匷åããããšã§ã顧客ç涯䟡å€ãæ倧åããã
補é æ¥ã«ããããã·ã«åæã®éèŠæ§
補é æ¥ã§ã¯ã顧客ããŒãºã®å€æ§åã競äºã®æ¿åã«ããã顧客ç解ã«åºã¥ãæŠç¥çãªããŒã±ãã£ã³ã°ãäžå¯æ¬ ãšãªã£ãŠããŸãããã·ã«åæã¯ã補é æ¥ãçŽé¢ãã以äžã®ãããªèª²é¡è§£æ±ºã«è²¢ç®ããŸãã
- 補åããŒããã©ãªãªã®æé©å: 顧客ã»ã°ã¡ã³ãããšã®éèŠãææ¡ãã補åéçºãåšåº«ç®¡çã«æŽ»çšããã
- äŸ¡æ Œèšå®ã®æ¹å: 顧客ã®äŸ¡æ Œæ床ãèæ ®ããã»ã°ã¡ã³ãããšã«æé©ãªäŸ¡æ ŒæŠç¥ãçå®ããã
- 販売ãã£ãã«ã®éžæ: 顧客ã»ã°ã¡ã³ãã®è³Œè²·è¡åã«åãããŠãå¹æçãªè²©å£²ãã£ãã«ãéžæããã
ãã·ã«åæã§åŸããã顧客ã€ã³ãµã€ã
ãã·ã«åæãéããŠã補é æ¥ã¯ä»¥äžã®ãããªé¡§å®¢ã€ã³ãµã€ããåŸãããšãã§ããŸãã
ã€ã³ãµã€ã | 掻çšäŸ |
---|---|
äžäœé¡§å®¢ã®ç¹åŸŽ | ãã€ã€ã«ãã£ããã°ã©ã ã®èšèšãããŒãœãã©ã€ãºããããµãŒãã¹ã®æäŸ |
顧客ã»ã°ã¡ã³ãããšã®è³Œè²·è¡å | ã»ã°ã¡ã³ãç¹æ§ã«åãããã³ãã¥ãã±ãŒã·ã§ã³æŠç¥ã®ç«æ¡ |
補åã«ããŽãªãŒããšã®éèŠ | 補åéçºã®åªå é äœä»ããã¯ãã¹ã»ã«ãã¢ããã»ã«ã®æ©äŒç¹å® |
ãããã®ã€ã³ãµã€ãã掻çšããããšã§ã補é æ¥ã¯é¡§å®¢äžå¿ã®ããŒã±ãã£ã³ã°æŠç¥ãå®çŸããåçæ§ã®åäžãšæç¶çãªæé·ãéæããããšãã§ããã®ã§ãã
補é æ¥ã§ã®ãã·ã«åæã®å®è·µã¹ããã
å¿ èŠãªããŒã¿ã®åéãšååŠç
ãã·ã«åæãå®æœããããã«ã¯ã顧客ããšã®è³Œå ¥å±¥æŽããŒã¿ãäžå¯æ¬ ã§ãã補é æ¥ã®å Žåã以äžã®ãããªããŒã¿ãåéããåæã«é©ãã圢åŒã«æŽçããå¿ èŠããããŸãã
- 顧客ID: å顧客ãäžæã«èå¥ããããã®ID
- è³Œå ¥éé¡: 顧客ããšã®çŽ¯ç©è³Œå ¥éé¡ã1åãããã®è³Œå ¥éé¡
- è³Œå ¥æ¥æ: è³Œå ¥è¡åã®ãã¿ãŒã³ãåæããããã®æ¥ææ å ±
- 補åã«ããŽãªãŒ: 顧客ã®å奜ãéèŠãææ¡ããããã®è£œååé¡
åéããããŒã¿ã¯ãæ¬ æå€ã®åŠçãå€ãå€ã®é€å€ãªã©ãåæã«é©ãã圢åŒã«ååŠçããããšãéèŠã§ãããŸãã顧客IDã®çµ±äžãè³Œå ¥éé¡ã®é貚æç®ãªã©ãããŒã¿ã®æŽåæ§ã確ä¿ããäœæ¥ãå¿ èŠãšãªããŸãã
ãã·ã«åæã®å ·äœçãªèšç®æ¹æ³
ååŠçãå®äºããããŒã¿ãããšã«ã以äžã®æé ã§ãã·ã«åæãå®æœããŸãã
- 顧客ããšã®çŽ¯ç©è³Œå ¥éé¡ãç®åºããã
- 环ç©è³Œå ¥éé¡ã®é«ãé ã«é¡§å®¢ã䞊ã¹æ¿ããã
- å šé¡§å®¢ã10çåããäžäœãããã·ã«1ããã·ã«2ãâŠããã·ã«10ãšã©ã³ã¯ä»ãããã
- åãã·ã«ã®è³Œå ¥æ¯çã売äžé«æ§ææ¯ã1人ãããè³Œå ¥éé¡ãªã©ãç®åºããã
äŸãã°ãè³Œå ¥æ¯çã¯åãã·ã«ã®é¡§å®¢æ°ãå šäœã®é¡§å®¢æ°ã§å²ãããšã§æ±ããããŸãã売äžé«æ§ææ¯ã¯ãåãã·ã«ã®çŽ¯ç©è³Œå ¥éé¡ãå šäœã®å£²äžé«ã§å²ãããšã§ç®åºã§ããŸãããããã®ææšãæ¯èŒããããšã§ãäžäœé¡§å®¢ã®è²¢ç®åºŠãåã»ã°ã¡ã³ãã®ç¹åŸŽãå®éçã«ææ¡ããããšãã§ããŸãã
ãã·ã«åæçµæã®è§£éãšæŽ»çšã®ãã€ã³ã
ãã·ã«åæã®çµæã解éããéã¯ã以äžã®ãããªãã€ã³ãã«æ³šç®ããŸãã
- äžäœãã·ã«ïŒãã·ã«1ã3ïŒã®é¡§å®¢ç¹æ§ãšè²¢ç®åºŠ
- äžäœãã·ã«ïŒãã·ã«8ã10ïŒã®é¡§å®¢ç¹æ§ãšæ¹åã®äœå°
- ãã·ã«éã®è³Œè²·è¡åã®å·®ç°ãšèŠå
- 補åã«ããŽãªãŒããšã®ãã·ã«æ§æã®éã
ãããã®æ°ã¥ããããšã«ã補é æ¥ã¯ä»¥äžã®ãããªã¢ã¯ã·ã§ã³ãæ€èšã§ããŸãã
åæçµæ | æœçäŸ |
---|---|
äžäœãã·ã«ã®é¡§å®¢ç¹æ§ | åªè¯é¡§å®¢ã®ç¶æã»æ¡å€§ã«åãããã€ã€ã«ãã£ããã°ã©ã ã®èšèš |
äžäœãã·ã«ã®é¡§å®¢ç¹æ§ | è³Œè²·é »åºŠãéé¡ãé«ããããã®ããã¢ãŒã·ã§ã³æœçã®å®æœ |
補åã«ããŽãªãŒããšã®ãã·ã«æ§æ | ã¯ãã¹ã»ã«ãã¢ããã»ã«ã®æ©äŒãç¹å®ããé¢é£è£œåã®èšŽæ± |
ãã·ã«åæã¯ãç¶ç¶çã«å®æœããããšã§ãæœçã®å¹ææ€èšŒãã»ã°ã¡ã³ãã®å€åã远跡ããããšãã§ããŸããå®æçãªåæãšæ¹åã®ãµã€ã¯ã«ãåãããšãã補é æ¥ã«ããããã·ã«åæã®æŽ»çšã«ã¯æ¬ ãããŸããã
以äžã®ããã«ããã·ã«åæã¯è£œé æ¥ã®ããŒã±ãã£ã³ã°æŠç¥ã«äžå¯æ¬ ãªããŒã«ã§ããã顧客ç解ã«åºã¥ãææ決å®ãæ¯æŽããŸããããŒã¿ã®åéã»ååŠçãããåæçµæã®è§£éã»æŽ»çšãŸã§ãäžé£ã®ããã»ã¹ãçå®ã«å®è¡ããããšãããã·ã«åæã®æåã®ã«ã®ãšãªãã§ãããã
補é æ¥ããã·ã«åæãå¹æçã«æŽ»çšããããã«ã¯ã瀟å ã®åéšéãé£æºããããŒã¿ããªãã³ãªçµç¹æåãéžæããããšãéèŠã§ããããŒã±ãã£ã³ã°éšéã ãã§ãªããå¶æ¥ã補åéçºãçµå¶é£ãäžäžžãšãªã£ãŠããã·ã«åæã®çµæãå ±æãã顧客äžå¿ã®ææ決å®ãæšé²ããŠããå¿ èŠããããŸãã
ããžã¿ã«åã®é²å±ã«ããã補é æ¥ãåãå·»ã競äºç°å¢ã¯ãŸããŸãæ¿åããŠããŸãããã®ãããªäžã§ããã·ã«åæã¯é¡§å®¢ã®å£°ã«è³ãåŸããããŒãºã«çŽ æ©ãå¿ããåãäŒæ¥ã«ãããããŸãããã·ã«åæãæŠåšã«ã補é æ¥ãæç¶çãªæé·ãå®çŸããŠããããšãæåŸ ããŠããŸãã
補é æ¥ã«ããããã·ã«åæ掻çšã®ãã¹ããã©ã¯ãã£ã¹
ãã·ã«åæãçšãã顧客ã»ã°ã¡ã³ããŒã·ã§ã³
補é æ¥ã«ããããã·ã«åæã®ç¬¬äžæ©ã¯ã顧客ã賌買è¡åã«åºã¥ããŠã»ã°ã¡ã³ãåããããšã§ãããŸãã顧客ããšã®çŽ¯ç©è³Œå ¥éé¡ãç®åºããéé¡ã®é«ãé ã«äžŠã¹æ¿ããŸãã次ã«ãå šé¡§å®¢ã10çåããäžäœãããã·ã«1ããã·ã«2ãâŠããã·ã«10ãšã©ã³ã¯ä»ãããŸããåãã·ã«ã®è³Œå ¥æ¯çã売äžé«æ§ææ¯ã1人ãããè³Œå ¥éé¡ãªã©ãæ¯èŒããããšã§ãäžäœé¡§å®¢ã®ç¹åŸŽãè²¢ç®åºŠãæããã«ããããšãã§ããŸãã
äŸãã°ãäžäœãã·ã«ïŒãã·ã«1ã3ïŒã®é¡§å®¢ã¯ãå šäœã®å£²äžé«ã«å€§ããå¯äžããŠããäžæ¹ã§ã顧客æ°ã¯å šäœã®30%çšåºŠã§ããããšãå€ãã§ãããã®åªè¯é¡§å®¢å±€ã®ç¹æ§ãåæããããŒãºã«åããããµãŒãã¹ãã³ãã¥ãã±ãŒã·ã§ã³ãæäŸããããšãã顧客ãã€ã€ã«ãã£ã®åäžã«ã€ãªãããŸãã
äžæ¹ãäžäœãã·ã«ïŒãã·ã«8ã10ïŒã®é¡§å®¢ã¯ãè³Œè²·é »åºŠãéé¡ãäœãåŸåã«ãããŸãããã®é¡§å®¢å±€ã«å¯ŸããŠã¯ã賌買è¡åãä¿é²ããããã®ããã¢ãŒã·ã§ã³æœçãã補åã®èšŽæ±æ¹æ³ã®èŠçŽããå¿ èŠãšãªãã§ãããããã·ã«åæãéããŠé¡§å®¢ã»ã°ã¡ã³ãã®ç¹æ§ãææ¡ããããšã§ã補é æ¥ã¯ç確ãªããŒã±ãã£ã³ã°æŠç¥ãç«æ¡ããããšãã§ããŸãã
ãã·ã«åæã«åºã¥ãããŒã±ãã£ã³ã°æœçã®æé©å
ãã·ã«åæã®çµæãèžãŸããŠã補é æ¥ã¯é¡§å®¢ã»ã°ã¡ã³ãããšã«æé©ãªããŒã±ãã£ã³ã°æœçãå®æœããããšãéèŠã§ããäžäœãã·ã«ã®åªè¯é¡§å®¢ã«å¯ŸããŠã¯ã以äžã®ãããªæœçãæå¹ã§ãããã
- ããŒãœãã©ã€ãºããããµãŒãã¹ãã³ãã¥ãã±ãŒã·ã§ã³ã®æäŸ
- ãã€ã€ã«ãã£ããã°ã©ã ã®èšèšãšéçš
- æ°è£œåã®ãã¬ãªãªãŒã¹ãç¹å¥ã€ãã³ããžã®æåŸ
ãããã®æœçã«ãããåªè¯é¡§å®¢ãšã®é¢ä¿æ§ã匷åãããããªã賌買è¡åãä¿ãããšãã§ããŸãã
äžæ¹ãäžäœãã·ã«ã®é¡§å®¢ã«å¯ŸããŠã¯ãè³Œè²·é »åºŠãéé¡ãé«ããããã®æœçãæ±ããããŸããäŸãã°ã以äžã®ãããªã¢ãããŒããèããããŸãã
- 顧客ã®å奜ã«åããã補åã¬ã³ã¡ã³ããŒã·ã§ã³ã®æäŸ
- 賌買ã€ã³ã»ã³ãã£ããšãªããã£ã³ããŒã³ã®å®æœ
- 補åã®äœ¿ãæ¹ã䟡å€ãäŒããã³ã³ãã³ãããŒã±ãã£ã³ã°
ãã·ã«åæã«åºã¥ããŠã顧客ã»ã°ã¡ã³ãããšã«æé©ãªããŒã±ãã£ã³ã°æœçãå±éããããšã§ã補é æ¥ã¯å¹æçã«é¡§å®¢ãšã³ã²ãŒãžã¡ã³ããé«ããåçæ§ãåäžãããããšãã§ããã®ã§ãã
ãã·ã«åæãç¶ç¶çã«å®è·µããããã®ãã¬ãŒã ã¯ãŒã¯
ãã·ã«åæã補é æ¥ã®ããŒã±ãã£ã³ã°æŠç¥ã«çµã¿èŸŒãããã«ã¯ãç¶ç¶çãªå®è·µãäžå¯æ¬ ã§ãã以äžã®ãããªãã¬ãŒã ã¯ãŒã¯ãå°å ¥ããããšã§ããã·ã«åæãäŒæ¥ã®ææ決å®ããã»ã¹ã«å®çãããããšãã§ããŸãã
- ããŒã¿åéã»ååŠçã®èªåå: 顧客ããŒã¿ã®åéãšã¯ã¬ã³ãžã³ã°ãèªååããåæã«é©ãã圢åŒã§ããŒã¿ãèç©ããã
- å®æçãªãã·ã«åæã®å®æœ: æ次ãååæããšã«ãã·ã«åæãè¡ãã顧客ã»ã°ã¡ã³ãã®å€åãæœçã®å¹æã远跡ããã
- çµç¹å šäœã§ã®åæçµæã®å ±æ: ãã·ã«åæã®çµæãçµå¶é£ãå¶æ¥ã補åéçºãªã©ãé¢é£éšéã§å ±æãã顧客äžå¿ã®ææ決å®ãä¿ãã
- PDCAãµã€ã¯ã«ã®ç¢ºç«: åæçµæã«åºã¥ããŠæœçãç«æ¡ã»å®è¡ãããã®å¹æãæ€èšŒããããšã§ãç¶ç¶çãªæ¹åãµã€ã¯ã«ãåãã
ãã®ãããªãã¬ãŒã ã¯ãŒã¯ã確ç«ããããšã§ã補é æ¥ã¯ãã·ã«åæãå¹æçãã€æç¶çã«æŽ»çšããããŒã¿ããªãã³ãªçµç¹æåãéžæããããšãã§ããŸãã顧客ç解ã«åºã¥ãææ決å®ãçµç¹ã«æ ¹ä»ãããšã§ã補é æ¥ã¯å€åããåžå Žç°å¢ã«æè»ã«é©å¿ãã競äºåªäœæ§ã確ä¿ããããšãã§ããã§ãããã
ãã·ã«åæã¯ã補é æ¥ãã«ã¹ã¿ããŒã»ã³ããªãã¯ãªçµå¶ãå®çŸããããã®åŒ·åãªããŒã«ã§ãã顧客ããŒã¿ã掻çšããã»ã°ã¡ã³ãããšã«æé©ãªããŒã±ãã£ã³ã°æœçãå±éããããšã§ã補é æ¥ã¯é¡§å®¢ãã€ã€ã«ãã£ã®åäžãšåçæ§ã®æ¹åãåæã«å®çŸããããšãã§ããŸãããã·ã«åæãæŠç¥çã«æŽ»çšãã顧客ãšã®é·æçãªé¢ä¿æ§ãæ§ç¯ããããšãã補é æ¥ã®æç¶çæé·ã®ã«ã®ãšãªãã§ãããã
ãŸãšã
ãã·ã«åæã¯ã補é æ¥ã顧客ã®è³Œè²·è¡åãç解ããå¹æçãªããŒã±ãã£ã³ã°æŠç¥ãç«æ¡ããããã®åŒ·åãªããŒã«ã§ãã顧客ãè³Œå ¥éé¡é ã«10çåããåã»ã°ã¡ã³ãã®ç¹åŸŽãåæããããšã§ã売äžã«è²¢ç®åºŠã®é«ã顧客局ãç¹å®ããã»ã°ã¡ã³ãããšã«æé©ãªæœçãå±éããããšãã§ããŸãããã·ã«åæãç¶ç¶çã«å®è·µããããã«ã¯ãããŒã¿åéã»ååŠçã®èªååãå®æçãªåæã®å®æœãçµç¹å šäœã§ã®çµæå ±æãPDCAãµã€ã¯ã«ã®ç¢ºç«ãéèŠã§ãã顧客ç解ã«åºã¥ãææ決å®ãçµç¹ã«æ ¹ä»ãããšã§ã補é æ¥ã¯å€åããåžå Žç°å¢ã«æè»ã«é©å¿ãã競äºåªäœæ§ã確ä¿ããããšãã§ããã§ãããã