è¿å¹Žãæ°èæ¥çã¯å€§ããªå€é©æãè¿ããŠãããããžã¿ã«åã®é²å±ãèªè ããŒãºã®å€æ§åãªã©ãæ§ã ãªèª²é¡ã«çŽé¢ããŠããŸããããããäžã§ãæ°è瀟ãçãæ®ãããããŠåãçµãã¹ãææ³ã®äžã€ããããŒã±ãã£ã³ã°ã®åºæ¬æŠç¥ã§ãã4Cåæã§ãã4Cåæãé©çšããããšã§ã顧客ããŒãºãèµ·ç¹ãšããã³ã³ãã³ãæŠç¥ãã競åä»ç€Ÿãšã®å·®å¥åãèªç€Ÿã®åŒ·ã¿ã掻ãããäºæ¥å±éãªã©ãå¹æçãªæŠç¥ç«æ¡ãå¯èœã«ãªããŸãããããã4Cåæãå®è·µããããã«ã¯ãããŒã¿åéã»åæäœå¶ã®æŽåããçµç¹å šäœã§ã®æµžéãPDCAãµã€ã¯ã«ã«ããç¶ç¶çãªæ¹åãªã©ãçå®ãªåãçµã¿ãæ¬ ãããŸãããæ¬èšäºã§ã¯ãæ°èæ¥çã«4Cåæãé©çšããæ矩ãšæ¹æ³ã«ã€ããŠã詳ãã解説ããŠãããŸãã
æ°èæ¥çãåãå·»ãçŸç¶ãšèª²é¡
è¿å¹Žãæ°èæ¥çã¯å€§ããªå€é©æãè¿ããŠããŸããã€ã³ã¿ãŒãããã®æ®åãã¹ããŒããã©ã³ã®çºå±ã«ãããæ å ±ã®å ¥ææ¹æ³ãå€æ§åããæ°èé¢ããé²ãã§ããã®ãçŸç¶ã§ãããããªäžãæ°èæ¥çãçãæ®ãããããŠãæ§ã ãªèª²é¡ã«çŽé¢ããŠããŸããããã§ã¯ãæ°èæ¥çã®çŸç¶åæãè¡ããæ¥çãæ±ãã課é¡ã«ã€ããŠèå¯ããŸãããããŠããããã®èª²é¡ã解決ããããã®ææ³ãšããŠã4Cåæã®å¿ èŠæ§ã«ã€ããŠè¿°ã¹ãŠãããŸãã
æ°èæ¥çã®çŸç¶åæ
ãŸããæ°èæ¥çã®çŸç¶ã«ã€ããŠåæããŠã¿ãŸããããæ¥æ¬æ°èåäŒã®èª¿æ»ã«ãããšã2021幎ã®æ°èçºè¡éšæ°ã¯3,945äžéšã§ãããããŒã¯æã®1997幎ãšæ¯ã¹ããšçŽ30ïŒ ãæžå°ããŠããŸãããŸããåºååå ¥ã幎ã æžå°åŸåã«ããã2021幎ã®åºååå ¥ã¯4,186ååãšã10幎åã®2011幎ãšæ¯ã¹ãŠçŽ40ïŒ æžå°ããŸããã
ãã®åå ãšããŠã¯ã以äžã®ãããªç¹ãæããããŸãã
- ã€ã³ã¿ãŒãããã®æ®åã«ããæ å ±ã®ç¡æå
- ã¹ããŒããã©ã³ã®çºå±ã«ããæ å ±å ¥ææ¹æ³ã®å€æ§å
- å°åé«éœ¢åã«ãã賌èªè æ°ã®æžå°
- åºååªäœãšããŠã®äŸ¡å€ã®äœäž
ãã®ããã«ãæ°èæ¥çãåãå·»ãç°å¢ã¯å³ãããå¢ããŠãããåŸæ¥ã®ããžãã¹ã¢ãã«ã§ã¯ç«ã¡è¡ããªããªã£ãŠããŠããã®ãçŸç¶ã§ãã
æ°èæ¥çãçŽé¢ãã課é¡
次ã«ãæ°èæ¥çãçŽé¢ãã課é¡ã«ã€ããŠèããŠã¿ãŸããããçŸç¶åæã§æããç¹ãèžãŸãããšã以äžã®ãããªèª²é¡ãæµ®ãã³äžãã£ãŠããŸãã
èª²é¡ | å 容 |
---|---|
ããžã¿ã«åãžã®å¯Ÿå¿ | çŽåªäœããããžã¿ã«åªäœãžã®ã·ããããªã³ã©ã€ã³ã³ã³ãã³ãã®å å® |
賌èªè ã®ç²åŸãšç¶æ | è¥å¹Žå±€ãäžå¿ãšããæ°èŠè³Œèªè ã®éæãæ¢å賌èªè ã®æºè¶³åºŠåäž |
åºååå ¥ã®ç¢ºä¿ | åºåäž»ã®ããŒãºã«åã£ãåºåååã®éçºãåºåå¹æã®å¯èŠå |
ã³ã¹ãåæž | å°å·ã»æµéã³ã¹ãã®åæžã人件費ã®é©æ£å |
ãããã®èª²é¡ã«å¯ŸããŠãæ°è瀟ã¯ç©æ¥µçã«åãçµãã§ããå¿ èŠããããŸããç¹ã«ãããžã¿ã«åãžã®å¯Ÿå¿ãšè³Œèªè ã®ç²åŸã»ç¶æã¯ãæ°èæ¥çã®çãæ®ãããããéèŠãªèª²é¡ã ãšèšããã§ãããã
4Cåæã®å¿ èŠæ§
ãããŸã§ãæ°èæ¥çã®çŸç¶ãšèª²é¡ã«ã€ããŠèŠãŠããŸãããããããã®èª²é¡ã解決ããããã«ã¯ãæŠç¥çãªã¢ãããŒããå¿ èŠäžå¯æ¬ ã§ããããã§æ³šç®ãããã®ããããŒã±ãã£ã³ã°ã®åºæ¬æŠç¥ã§ãã4Cåæã§ãã
4Cåæãšã¯ã以äžã®4ã€ã®èŠç¹ããåžå Žãåæããææ³ã®ããšãæããŸãã
- CustomerïŒé¡§å®¢ïŒïŒèª°ã«å£²ãã®ã
- CostïŒäŸ¡æ ŒïŒïŒãããã§å£²ãã®ã
- ConvenienceïŒå©äŸ¿æ§ïŒïŒã©ãã§å£²ãã®ã
- CommunicationïŒã³ãã¥ãã±ãŒã·ã§ã³ïŒïŒã©ã®ããã«å£²ãã®ã
æ°èæ¥çã«ãããŠãããã®4Cåæãé©çšããããšã§ãããå¹æçãªæŠç¥ãç«ãŠãããšãã§ããŸããäŸãã°ãCustomerã®èŠç¹ã§ã¯ãã¿ãŒã²ãããšãªãèªè å±€ãæ確ã«ãããã®ããŒãºã«åã£ãã³ã³ãã³ããæäŸããããšãéèŠã§ããCostã®èŠç¹ã§ã¯ãããžã¿ã«çã®äŸ¡æ Œèšå®ãåºåæéã®èŠçŽããå¿ èŠã§ããããConvenienceã®èŠç¹ã§ã¯ããªã³ã©ã€ã³ã§ã®è³Œèªæç¶ãã®ç°¡çŽ åãã¢ããªã®å©äŸ¿æ§åäžãæ±ããããŸããCommunicationã®èŠç¹ã§ã¯ãSNSã掻çšããæ å ±çºä¿¡ãèªè ãšã®ãšã³ã²ãŒãžã¡ã³ã匷åãå¹æçã ãšèããããŸãã
ãã®ããã«ã4Cåæãé©çšããããšã§ãæ°èæ¥çãæ±ãã課é¡ã«å¯ŸããŠãããå ·äœçãã€å¹æçãªã¢ãããŒããå¯èœã«ãªããŸããå€é©ã®æ代ãè¿ããŠããæ°èæ¥çã«ãšã£ãŠã4Cåæã¯æ¬ ãããªãæŠç¥ããŒã«ã ãšèšããã§ãããã
æ°èæ¥çãåãå·»ãç°å¢ã¯å³ãããå¢ããŠããŸããã4Cåæã掻çšããªãããããžã¿ã«åã賌èªè ç²åŸãªã©ã®èª²é¡ã«ãã£ã¬ã³ãžããŠããããšãæ±ããããŠããŸããå€é©ã®æ代ãä¹ãè¶ããæ°ããæ代ã®æ°èæ¥çãåµé ããŠããããã«ãæŠç¥çæèãšå®è¡åãä»ãŸã§ä»¥äžã«éèŠã«ãªã£ãŠããã§ãããã
æ°èæ¥ãžã®4Cåæã®é©çšæ¹æ³
æ°èæ¥çãçŽé¢ãã課é¡ã解決ããå€é©ã®æ代ãä¹ãè¶ããŠããããã«ã¯ãæŠç¥çãªã¢ãããŒããäžå¯æ¬ ã§ããããã§æ³šç®ãããã®ããããŒã±ãã£ã³ã°ã®åºæ¬æŠç¥ã§ãã4Cåæã§ããããã§ã¯ãæ°èæ¥çã«4Cåæãé©çšããæ¹æ³ã«ã€ããŠã詳ãã解説ããŠãããŸãã
4Cåæã®æŠèŠãšåºæ¬çãªé©çšæé
4Cåæãšã¯ã以äžã®4ã€ã®èŠç¹ããåžå Žãåæããææ³ã®ããšãæããŸãã
- CustomerïŒé¡§å®¢ïŒïŒèª°ã«å£²ãã®ã
- CompetitorïŒç«¶åä»ç€ŸïŒïŒç«¶åä»ç€Ÿã®ç¶æ³ã¯ã©ãã
- CompanyïŒèªç€ŸïŒïŒèªç€Ÿã®åŒ·ã¿ãšåŒ±ã¿ã¯äœã
- ContextïŒå€éšç°å¢ïŒïŒåžå Žç°å¢ã瀟äŒæ å¢ã¯ã©ãã
4Cåæãé©çšããéã®åºæ¬çãªæé ã¯ä»¥äžã®éãã§ãã
- åæã®ç®çãšç¯å²ãæ確ã«ãã
- åèŠçŽ ã«ã€ããŠæ å ±ãåéã»æŽçãã
- åéããæ å ±ãåæãã課é¡ãæ©äŒãæŽãåºã
- åæçµæãèžãŸããŠãæŠç¥ãç«æ¡ãã
ã§ã¯ãæ°èæ¥çã«4Cåæãé©çšããéã®å ·äœçãªãã€ã³ããèŠãŠãããŸãããã
顧客(Customer)ã®åæãã€ã³ã
顧客åæã§ã¯ãã¿ãŒã²ãããšãªãèªè å±€ãæ確ã«ãããã®ããŒãºãç¹æ§ãææ¡ããããšãéèŠã§ããæ°èæ¥çã®å Žåã以äžã®ãããªç¹ãåæã®ãã€ã³ãã«ãªããŸãã
- èªè ã®å¹Žéœ¢å±€ãæ§å¥ãè·æ¥ãªã©ã®å±æ§
- èªè ã®é¢å¿äºãããŒãºãèšäºãžã®åå¿
- èªè ã®è³Œèªåœ¢æ ïŒçŽãé»åãïŒã賌èªé »åºŠ
- èªè ã®æ å ±åéè¡åãã¡ãã£ã¢æ¥è§Šç¶æ³
ãããã®æ å ±ãåéã»åæããããšã§ãã¿ãŒã²ãããšãªãèªè å±€ã«åã£ãã³ã³ãã³ãã販売æŠç¥ãç«ãŠãããšãã§ããŸããäŸãã°ãè¥å¹Žå±€ãã¿ãŒã²ããã«ããå Žåã¯ãSNSã§ã®æ å ±çºä¿¡ãã¹ããåãã®ã¢ããªéçºã«åãå ¥ãããšãã£ãæœçãèããããŸãã
競åä»ç€Ÿ(Competitor)ã®åæãã€ã³ã
競åä»ç€Ÿã®åæã§ã¯ãä»ç€Ÿã®ç¶æ³ãææ¡ããèªç€Ÿãšã®å·®å¥åãã€ã³ããèŠåºãããšãç®çã«ãªããŸããæ°èæ¥çã®å Žåã以äžã®ãããªç¹ãåæã®ãã€ã³ãã«ãªããŸãã
- 競åä»ç€Ÿã®è²©å£²éšæ°ãèªè å±€ãã·ã§ã¢
- 競åä»ç€Ÿã®äŸ¡æ ŒæŠç¥ã販売ãã£ãã«
- 競åä»ç€Ÿã®ã³ã³ãã³ãæŠç¥ãç·šéæ¹é
- 競åä»ç€Ÿã®ããžã¿ã«åã®é²æç¶æ³
競åä»ç€Ÿã®ååãææ¡ããããšã§ãèªç€Ÿã®åŒ·ã¿ã掻ãããå·®å¥åæŠç¥ãç«ãŠãããšãã§ããŸããäŸãã°ãããŒã«ã«ãã¥ãŒã¹ã«åŒ·ã¿ãæã€å°æ¹çŽã§ããã°ãå°åå¯çåã®ã³ã³ãã³ããå å®ãããããšã§ãå šåœçŽãšã®å·®å¥åãå³ãããšãã§ããã§ãããã
èªç€Ÿ(Company)ã®åæãã€ã³ã
èªç€Ÿåæã§ã¯ãèªç€Ÿã®åŒ·ã¿ãšåŒ±ã¿ãæŽãåºãã匷ã¿ã掻ãããæŠç¥ãèããããšãéèŠã§ããæ°èæ¥çã®å Žåã以äžã®ãããªç¹ãåæã®ãã€ã³ãã«ãªããŸãã
- èªç€Ÿã®æŽå²ãç念ããã©ã³ãã€ã¡ãŒãž
- èªç€Ÿã®è²©å£²éšæ°ãèªè å±€ãã·ã§ã¢
- èªç€Ÿã®è²¡åç¶æ³ãçµå¶è³æº
- èªç€Ÿã®ã³ã³ãã³ãå¶äœåãåæåãç·šéããŠããŠ
èªç€Ÿã®åŒ·ã¿ãææ¡ããããšã§ãããã掻ãããæŠç¥ãç«ãŠãããšãã§ããŸããäŸãã°ãé·ãæŽå²ãšä¿¡é Œããããã©ã³ãã§ããã°ããã®ä¿¡é Œã掻ãããåºåååã®éçºãããã©ã³ã䟡å€ãé«ããã€ãã³ãã®éå¬ãªã©ãèããããŸããäžæ¹ãèªç€Ÿã®åŒ±ã¿ãèªèããããšã§ããããå æããããã®æœçãæ€èšããããšãã§ããã§ãããã
å€éšç°å¢(Context)ã®åæãã€ã³ã
å€éšç°å¢ã®åæã§ã¯ãåžå Žã®ååã瀟äŒæ å¢ãªã©ãèªç€Ÿãåãå·»ãç°å¢ã®å€åãæããããšãç®çã«ãªããŸããæ°èæ¥çã®å Žåã以äžã®ãããªç¹ãåæã®ãã€ã³ãã«ãªããŸãã
- ã¡ãã£ã¢ç°å¢ã®å€åïŒããžã¿ã«åã®é²å±ãªã©ïŒ
- èªè ããŒãºã®å€åïŒå€æ§åãããŒãœãã©ã€ãºåãªã©ïŒ
- åºåäž»ã®ååïŒäºç®é åã®å€åãå¹æææšã®éèŠãªã©ïŒ
- 瀟äŒã»çµæžã®ååïŒæ¯æ°ã®å€åãæ³èŠå¶ã®å€æŽãªã©ïŒ
å€éšç°å¢ã®å€åãç確ã«æããããšã§ãããã«å¯Ÿå¿ããæŠç¥ãç«ãŠãããšãã§ããŸããäŸãã°ãããžã¿ã«åã®é²å±ã«åãããŠãé»åçã®å å®ãåç»ã³ã³ãã³ãã®åŒ·åã«åãçµãããšãèããããŸãããŸããåºåäž»ã®ããŒãºã®å€åã«å¯Ÿå¿ããŠãåºåååã®ã©ã€ã³ããããèŠçŽãããšãéèŠã§ãããã
以äžããæ°èæ¥çã«4Cåæãé©çšããéã®äž»ãªãã€ã³ãã§ãã4ã€ã®èŠç¹ããæ å ±ãåéã»åæãããããèžãŸããŠæŠç¥ãç«æ¡ããããšã§ãæ°èæ¥çãæ±ãã課é¡ã®è§£æ±ºã«ã€ãªããããšãã§ããŸãã
ãã ãã4Cåæã¯ãããŸã§ãåæã®æ çµã¿ã§ãããå®éã®æŠç¥ç«æ¡ã«ã¯ãããªãæ å ±åéãè°è«ãå¿ èŠã«ãªããŸãããŸããæŠç¥ãå®è¡ã«ç§»ãéã«ã¯ãçµç¹å šäœã®ç解ãšååãåŸãããšãéèŠã§ãã4Cåæãèµ·ç¹ãšããŠãæ°èæ¥çã®å€é©ã«åããåãçµã¿ãé²ããŠããããšãæ±ããããŠããŸãã
æ¿åã®æ代ãè¿ããŠããæ°èæ¥çã§ããã4Cåæã掻çšããªããã顧客ããŒãºãæãã䟡å€æäŸãšã競åä»ç€Ÿãšã®å·®å¥åãå³ãããšã§ãæ°ããæ代ã«å¯Ÿå¿ããæ°èã¥ãããå¯èœã«ãªãã¯ãã§ããã¡ãã£ã¢ç°å¢ã®å€åã«æè»ã«å¯Ÿå¿ãã€ã€ãæ°èã®æã€ä¿¡é Œã圱é¿åã掻ãããäºæ¥å±éãç®æããŠããããšããæ°èæ¥çã®æªæ¥ãåãæãã«ã®ã«ãªãã§ãããã
åèæç®
- æ¥æ¬æ°èåäŒãæ¥æ¬ã®æ°è FACT BOOKãïŒ2022幎çïŒ
- é»éãæ¥æ¬ã®åºåè²»ãïŒ2021幎çïŒ
- Philip Kotler, Kevin Lane Kellerãã³ãã©ãŒ & ã±ã©ãŒã®ããŒã±ãã£ã³ã°ã»ãããžã¡ã³ããïŒäžžååºçã2014幎ïŒ
4Cåæã掻çšããæ°èæ¥çã®æŠç¥ç«æ¡
æ°èæ¥çãçŽé¢ãã課é¡ã解決ããå€é©ã®æ代ãä¹ãè¶ããŠããããã«ã¯ãããŒã±ãã£ã³ã°ã®åºæ¬æŠç¥ã§ãã4Cåæãé©çšããæŠç¥ç«æ¡ãæå¹ã§ããããã§ã¯ã4Cåæã®èŠç¹ããæ°èæ¥çã®æŠç¥ã«ã€ããŠèå¯ããŠãããŸãã
顧客ããŒãºã«åãããã³ã³ãã³ãæŠç¥
4Cåæã®ç¬¬äžã®èŠç¹ã§ãããCustomerïŒé¡§å®¢ïŒãã«çç®ãããšãæ°èæ¥çã§ã¯èªè ã®ããŒãºãé¢å¿äºãç確ã«æããããã«åã£ãã³ã³ãã³ããæäŸããããšãéèŠã§ããå ·äœçã«ã¯ã以äžã®ãããªæœçãèããããŸãã
- èªè ã®å±æ§ãé¢å¿äºã«åãããèšäºã®é ä¿¡ïŒããŒãœãã©ã€ãºåïŒ
- ããŒã«ã«ãã¥ãŒã¹ãç掻æ å ±ãªã©ãå°åå¯çåã®ã³ã³ãã³ãã®å å®
- åç»ãåçãã€ã³ãã©ã°ã©ãã£ãã¯ã¹ãªã©ãããžã¥ã¢ã«ã³ã³ãã³ãã®åŒ·å
- èªè åå åã®ã³ã³ãã³ãïŒæçš¿æ¬ãã¢ã³ã±ãŒããªã©ïŒã®å°å ¥
ãã®ããã«ãèªè ã®ããŒãºãèµ·ç¹ãšããã³ã³ãã³ãæŠç¥ãå±éããããšã§ãèªè æºè¶³åºŠã®åäžãšè³Œèªè æ°ã®ç¶æã»æ¡å€§ã«ã€ãªããããšãã§ããã§ãããã
競åä»ç€Ÿãšã®å·®å¥åæŠç¥
4Cåæã®ç¬¬äºã®èŠç¹ã§ãããCompetitorïŒç«¶åä»ç€ŸïŒããèæ ®ãããšãä»ç€Ÿãšã®å·®å¥åãå³ãããšãéèŠã§ããæ°èæ¥çã®å Žåã以äžã®ãããªå·®å¥åæŠç¥ãèããããŸãã
- èªç€Ÿã®åŒ·ã¿ãç¬èªæ§ã掻ãããèšäºã»é£èŒã®å±é
- ææäŒå¡éå®ã®ã³ã³ãã³ãããµãŒãã¹ã®æäŸ
- ãªãããªã³ãªãŒããŒãèå人ã«ããå¯çš¿ã»ã³ã©ã ã®æ²èŒ
- ã¯ãã¹ã¡ãã£ã¢å±éïŒçŽé¢ãšãŠã§ãã®é£åäŒç»ãªã©ïŒã®æšé²
競åä»ç€Ÿã«ã¯ãªãç¬èªã®äŸ¡å€ãæäŸããããšã§ãèªè ããã®æ¯æãç²åŸãã賌èªè ã®å²ã蟌ã¿ãå³ãããšãã§ããŸãã
èªç€Ÿã®åŒ·ã¿ãçãããäºæ¥æŠç¥
4Cåæã®ç¬¬äžã®èŠç¹ã§ãããCompanyïŒèªç€ŸïŒãã«ç®ãåãããšãèªç€Ÿã®åŒ·ã¿ã掻ãããäºæ¥æŠç¥ã®ç«æ¡ãæ±ããããŸããæ°è瀟ã®åŒ·ã¿ãšããŠã¯ã以äžã®ãããªç¹ãæããããŸãã
- é·å¹Žã«ããã£ãŠå¹ã£ãŠããä¿¡é Œãšåœ±é¿å
- è±å¯ãªåæåãšæ å ±åéåãç·šéããŠããŠ
- å°åã«æ ¹ããããããã¯ãŒã¯ãšæ å ±çºä¿¡å
ãããã®åŒ·ã¿ã掻ããã以äžã®ãããªäºæ¥æŠç¥ãæšé²ããããšãèããããŸãã
- ä¿¡é Œæ§ã®é«ãæ å ±ã掻ãããææã³ã³ãã³ãããžãã¹ã®å±é
- åæåã掻ããããªãªãžãã«èšäºãé£èŒã®é ä¿¡
- å°åãããã¯ãŒã¯ã掻ãããã€ãã³ãã亀æµäŒã®éå¬
- ç·šéããŠããŠã掻ãããåºçäºæ¥ã人æè²æäºæ¥ã®å±é
èªç€Ÿã®åŒ·ã¿ã掻ããã€ã€ãæ°ããªåçæºã®éæã«ããã£ã¬ã³ãžããããšã§ãäºæ¥åºç€ã®åŒ·åãå³ãããšãã§ããã§ãããã
å€éšç°å¢ã®å€åã«é©å¿ããããã®æœç
4Cåæã®ç¬¬åã®èŠç¹ã§ãããContextïŒå€éšç°å¢ïŒããèæ ®ãããšãåžå Žã®å€åã«é©å¿ããããã®æœçãå¿ èŠã§ããç¹ã«ãããžã¿ã«åã®é²å±ãèªè ããŒãºã®å€æ§åãžã®å¯Ÿå¿ãæ¥åã ãšèšããŸããå ·äœçã«ã¯ã以äžã®ãããªæœçãèããããŸãã
ç°å¢å€å | 察å¿æœç |
---|---|
ããžã¿ã«åã®é²å± | é»åçã®æ©èœåŒ·åãã¹ããã¢ããªã®å å®ãããžã¿ã«åºåã®æ¡å |
èªè ããŒãºã®å€æ§å | ãããå±€ãã¿ãŒã²ããã«ããå°éã¡ãã£ã¢ã®å±éãå人ã®é¢å¿ã«åãããæ å ±é ä¿¡ |
åºåäž»ããŒãºã®å€å | ãã€ãã£ãã¢ãçã®æ°ããåºåååã®éçºãåºåå¹æã®å¯èŠå |
ã³ã¹ãæ§é ã®æ¹å | å°å·ã»æµéã³ã¹ãã®åæžãããžã¿ã«ã·ããã«ãã人件費ã®é©æ£å |
å€åã®æ¿ããå€éšç°å¢ã«é©å¿ããæ°ãã䟡å€ãçã¿åºãç¶ããããšããæ°èæ¥çã®æç¶çãªæé·ã«ã€ãªãããŸãã
以äžã4Cåæã®4ã€ã®èŠç¹ãããæ°èæ¥çã®æŠç¥ç«æ¡ã«ã€ããŠèå¯ããŠããŸããã顧客ããŒãºãèµ·ç¹ãšããã³ã³ãã³ãæŠç¥ã競åä»ç€Ÿãšã®å·®å¥åãèªç€Ÿã®åŒ·ã¿ã掻ãããäºæ¥å±éãå€éšç°å¢å€åãžã®é©å¿ããæ°èæ¥çã®æªæ¥ãåãæãã«ã®ã«ãªãã§ãããã4Cåæã掻çšããªãããæ°æ代ã®æ°èã¥ããã«ãã£ã¬ã³ãžããŠããããšãæ±ããããŠããŸãã
4Cåæã®å®è·µã«åãããã€ã³ã
æ°èæ¥çã«4Cåæãé©çšããå¹æçãªæŠç¥ãç«æ¡ã»å®è¡ããŠããããã«ã¯ãããã€ãã®éèŠãªãã€ã³ãããããŸããããã§ã¯ã4Cåæãå®è·µããäžã§æŒãããŠããã¹ã3ã€ã®ãã€ã³ãã解説ããŸãã
ããŒã¿åéãšåæäœå¶ã®æŽå
4Cåæãè¡ãããã«ã¯ã顧客ã競åãèªç€Ÿãåžå Žç°å¢ã«é¢ããæ§ã ãªããŒã¿ãåéã»åæããå¿ èŠããããŸããããããæ°è瀟ã«ãã£ãŠã¯ãååãªããŒã¿åéãåæã®äœå¶ãæŽã£ãŠããªãã±ãŒã¹ãèŠãããŸããæŠç¥çãªææ決å®ãè¡ãããã«ã¯ã以äžã®ãããªããŒã¿åéã»åæäœå¶ã®æŽåãäžå¯æ¬ ã§ãã
- èªè ããŒã¿ã®åéã»åæïŒå±æ§ãé²èªè¡åãæºè¶³åºŠãªã©ïŒ
- 競åä»ç€Ÿã®ããŒã¿åéã»åæïŒè²©å£²éšæ°ãäŸ¡æ Œãã³ã³ãã³ããªã©ïŒ
- èªç€Ÿã®ããŒã¿ç®¡çã»åæïŒè²©å£²ããŒã¿ãã³ã¹ãæ§é ãçµç¹äœå¶ãªã©ïŒ
- å€éšããŒã¿ã®åéã»åæïŒã¡ãã£ã¢ç°å¢ãçµæžååãæè¡ãã¬ã³ããªã©ïŒ
ãããã®ããŒã¿ãå¹ççã«åéã»åæããããã«ã瀟å ã®æ å ±ã·ã¹ãã ã®æŽåããããŒã¿ã¢ããªã¹ãã®è²æã»ç¢ºä¿ãªã©ãæ±ããããŸããããŒã¿ã«åºã¥ãææ決å®ãçµç¹ã®æåãšããŠå®çãããããšãéèŠã§ãããã
çµç¹å šäœã§ã®4Cåæã®æµžé
4Cåæã«åºã¥ãæŠç¥ãå®è¡ã«ç§»ãããã«ã¯ãçµç¹å šäœã§ã®ç解ãšååãäžå¯æ¬ ã§ããç¹ã«ãçŸå Žã®ç·šéè ãã»ãŒã«ã¹æ åœè ãªã©ã顧客ãšçŽæ¥æ¥ãã瀟å¡ã®ç解ãšå®è·µãéèŠã«ãªããŸãããã®ããã«ã¯ã以äžã®ãããªåãçµã¿ãæå¹ã§ãã
- 4Cåæã®æ矩ãæ¹æ³ã«ã€ããŠã瀟å ç ä¿®ãªã©ãéããŠåšç¥ã»æè²ãã
- éšçœ²éã®é£æºã匷åããæ å ±å ±æãã³ãã¥ãã±ãŒã·ã§ã³ã掻æ§åãã
- 4Cåæã«åºã¥ãæœçã®é²æãææãå®æçã«å ±æãã瀟å¡ã®ã¢ãããŒã·ã§ã³ãé«ãã
- ãããã®ãªãŒããŒã·ããã«ããã4Cåæãçµå¶æŠç¥ã®äžæ žã«äœçœ®ã¥ãã
4Cåæãäžéšã®éšçœ²ãæ åœè ã ãã§ãªããçµç¹å šäœã§å®è·µããŠããäœå¶ãæ§ç¯ããããšããæŠç¥ã®å®å¹æ§ãé«ããã«ã®ã«ãªããŸãã
PDCAãµã€ã¯ã«ã«ããç¶ç¶çãªæ¹å
4Cåæã«åºã¥ãæŠç¥ã¯ãäžåºŠç«æ¡ãããçµããã§ã¯ãããŸãããåžå Žç°å¢ã®å€åã«åãããŠãæŠç¥ãæè»ã«èŠçŽããæ¹åããŠããããšãæ±ããããŸãããã®ããã«ã¯ãPDCAãµã€ã¯ã«ãåãããšãæå¹ã§ãã
PDCA | å 容 |
---|---|
PlanïŒèšç»ïŒ | 4Cåæã«åºã¥ãæŠç¥ã®ç«æ¡ãç®æšèšå®ãè¡åèšç»ã®çå® |
DoïŒå®è¡ïŒ | æŠç¥ã«åºã¥ãæœçã®å®è¡ãé²æ管ç |
CheckïŒè©äŸ¡ïŒ | æœçã®å¹ææ€èšŒãç®æšéæ床ã®è©äŸ¡ã課é¡ã®æœåº |
ActïŒæ¹åïŒ | è©äŸ¡çµæãèžãŸããæŠç¥ã®èŠçŽããæ°ããªæœçã®ç«æ¡ |
PDCAãµã€ã¯ã«ãåãããšã§ãæŠç¥ã®å®å¹æ§ãç¶ç¶çã«é«ããŠããããšãã§ããŸããç¹ã«ãCheckã®æ®µéã§ã4Cåæã®åèŠçŽ ã«ã€ããŠå床åæãè¡ããç°å¢å€åã«åãããŠæŠç¥ãæè»ã«èŠçŽãããšãéèŠã§ããPDCAãµã€ã¯ã«ãçµç¹ã®æ¥åããã»ã¹ã«çµã¿èŸŒã¿ãç¶ç¶çãªæ¹åãå®è·µããŠããããšãæ±ããããŸãã
4Cåæãæ°èæ¥çã®å€é©ã«æŽ»ãããŠããããã«ã¯ãããŒã¿åéã»åæäœå¶ã®æŽåãçµç¹å šäœã§ã®æµžéãPDCAãµã€ã¯ã«ã«ããç¶ç¶çãªæ¹åãæ¬ ãããŸãããããããçå®ã«å®è·µããããšã§ã4Cåæãæ°èæ¥çã®æªæ¥ãåãæã匷åãªæŠåšã«ãªãã¯ãã§ããæ¿åã®æ代ãä¹ãè¶ããæ°ããªäŸ¡å€ãçã¿åºãç¶ããããã«ã4Cåæãèµ·ç¹ãšããäžæã®åãçµã¿ãæ±ããããŠããŸãã
ãŸãšãïŒæ°èæ¥çã®çºå±ã«åããŠ
4Cåæã®éèŠæ§ã®å確èª
æ°èæ¥çãçŽé¢ãã課é¡ã解決ããå€é©ã®æ代ãä¹ãè¶ããŠããããã«ã¯ã4Cåæã極ããŠéèŠãªåœ¹å²ãæãããŸãã顧客ããŒãºãèµ·ç¹ãšããã³ã³ãã³ãæŠç¥ã競åä»ç€Ÿãšã®å·®å¥åãèªç€Ÿã®åŒ·ã¿ã掻ãããäºæ¥å±éãå€éšç°å¢å€åãžã®é©å¿ãªã©ã4Cåæã®4ã€ã®èŠç¹ããæŠç¥ãç«æ¡ã»å®è¡ããããšãæ±ããããŠããŸãã
4Cåæãå®è·µããããã«ã¯ãããŒã¿åéã»åæäœå¶ã®æŽåãçµç¹å šäœã§ã®æµžéãPDCAãµã€ã¯ã«ã«ããç¶ç¶çãªæ¹åãæ¬ ãããŸãããããããçå®ã«å®è·µããããšã§ã4Cåæãæ°èæ¥çã®æªæ¥ãåãæã匷åãªæŠåšã«ãªãã¯ãã§ãã
æ°èæ¥çã®æªæ¥å±æ
4Cåæã掻çšããªãããæ°èæ¥çã¯ä»¥äžã®ãããªæªæ¥ãç®æããŠããããšãã§ããã§ãããã
- èªè äžäººã²ãšãã®ããŒãºã«å¯ãæ·»ã£ããããŒãœãã©ã€ãºãããã³ã³ãã³ãã®æäŸ
- ä¿¡é Œãšåœ±é¿åãæŠåšã«ããããªãããªã³ãªãŒããŒãšããŠã®ååšæã®çºæ®
- ããžã¿ã«æè¡ã掻çšãããæ°ãããŠãŒã¶ãŒäœéšã®åµåº
- å°åã«æ ¹ãããæ å ±çºä¿¡åã掻ããããå°å瀟äŒãžã®è²¢ç®
å€åã®æ¿ããæ代ã«ãããŠããæ°èã®æã€äŸ¡å€ãå¯èœæ§ã¯æ±ºããŠå€±ãããããšã¯ãããŸãããããããé«å質ãªæ å ±ãæ±ããèªè ã®ããŒãºã¯ãŸããŸãé«ãŸã£ãŠããã§ããããæ°èæ¥çã¯ããã®æåŸ ã«å¿ããã¹ããäžæã®å€é©ãšææŠãç¶ããŠããå¿ èŠããããŸãã
å€é©ã«åãã第äžæ©
æ°èæ¥çã®å€é©ã¯ãäžæäžå€ã§æãéãããããã®ã§ã¯ãããŸãããé·æçãªèŠç¹ã«ç«ã¡ãäžæ©äžæ©çå®ã«æ¹é©ãé²ããŠããããšãéèŠã§ãããã®ç¬¬äžæ©ãšããŠã以äžã®ãããªåãçµã¿ãèããããŸãã
- 4Cåæã掻çšããäžé·ææŠç¥ã®çå®
- ããŒã¿åæåºç€ã®æ§ç¯ãšãããŒã¿æŽ»çšäººæã®è²æ
- 瀟å ã®æèæ¹é©ãšã4Cåæã®æµžéã«åããç ä¿®ã®å®æœ
- éšçœ²éã®é£æºåŒ·åãšãå šç€Ÿäžäžžãšãªã£ãå€é©ã®æšé²
ãããã®åãçµã¿ãéããŠã4Cåæãæ°è瀟ã®çµå¶ã®äžæ žã«æ®ããå€é©ã®åååãšããŠããããšãæ±ããããŸããçµå¶ãããã®ãªãŒããŒã·ããã®äžãå šç€Ÿäžäžžãšãªã£ãŠå€é©ã«æãã§ããããšãäœãã倧åã§ãã
æ¿åã®æ代ãä¹ãè¶ããæ°ããªäŸ¡å€ãçã¿åºãç¶ããããã«ãæ°èæ¥çã¯ä»ã倧ããªå²è·¯ã«ç«ããããŠããŸãã4CåæãçŸ éç€ãšããŠãæªæ¥ã«åããå€é©ã®ç¬¬äžæ©ãèžã¿åºããšããæ°èæ¥çã¯æ°ããæ代ãåãæããŠãããã¯ãã§ããä»ãããè±ç¥ãçµéããææ¢ã«ææŠããŠããããšãæ±ããããŠããã®ã§ãã
ãŸãšã
æ°èæ¥çã4Cåæã§èŠããšã顧客ããŒãºã®å€åã競åä»ç€Ÿãšã®å·®å¥åãèªç€Ÿã®åŒ·ã¿æŽ»çšãããŒã±ãã£ã³ã°æŠç¥ã®æé©åãéèŠã ãšããããŸããããžã¿ã«åãé²ãäžãæ°è瀟ã¯åŸæ¥ã®åŒ·ã¿ãçããã€ã€ãèªè ãšã®é¢ä¿æ§ã倧åã«ããä»å 䟡å€ã®é«ãæ å ±æäŸã«åªããããšãæ±ããããŸãã4Cåæã掻çšããå€åã®æ¿ããæ代ã«é©å¿ããŠããããšããæ°èæ¥çã®çºå±ã«ã€ãªããã§ãããã