1. åå°±è·æåœãšã¯
å§ãã«åå°±è·æåœãšãããã®ã«ã€ããŠç°¡åã«èª¬æããŸããåå°±è·æåœã¯å€åŽè ã倱æ¥ã®éã«å®ããããæ¡ä»¶ãæºãããšåãåãããšãå¯èœãªæåœã§ããããã¯å€±æ¥è ãåå°±è·ãæããããã®çµæžçãªæ¯æŽãç®çãšããŠãããã®ã§ãåœããæäŸãããå¶åºŠã®äžã€ã§ãã
1.1 åå°±è·æåœã®åºç€ç¥è
åå°±è·æåœã®çšéã¯åå°±è·æŽ»åã ãã«éãããéçšä¿éºã絊ä»ããããã®è²»çšããéè·åŸã®ç掻費ãªã©ãçèšã®æ¯ããšãªããã®ãšããŠäœ¿çšããããšãã§ããŸãããŸããåå°±è·æåœã¯äžå®ã®æéå ã«è€æ°åã«åããŠåãåãããšãå¯èœã§ãã
1.2 åå°±è·æåœã®å¯Ÿè±¡è ãšå絊æ¡ä»¶
åå°±è·æåœãåãåãã察象è ã¯ãå šãŠã®åŽåè ã察象ãšãªãããã§ã¯ãªããããäžå®ã®åŽåæ¡ä»¶ãæºããå¿ èŠããããŸãã
å ·äœçãªå絊æ¡ä»¶ã«ã€ããŠã¯ãåè·å€åæéãé±æå®åŽåæ¥æ°ãéè·çç±ãªã©ãèæ ®ãããŸãããããã®ããšã«ã€ããŠèããŠãããšãåå°±è·æåœã¯ãå°±æ¥ããŠããåŽåè ãäœããã®çç±ã§è·ã倱ãããªããã€åå°±è·ã«åããŠã®æŽ»åãè¡ã£ãŠãã人ãæ¯æŽããããã®ãã®ã ãšç解ã§ããŸãã
1.3 åå°±è·æåœã®ç³è«æ¹æ³
åå°±è·æåœãç³è«ããããã«ã¯ããŸãã¯æèœã®ãããŒã¯ãŒã¯ã§éçšä¿éºã®å絊è³æ Œå¯©æ»ã®ããã®æç¶ããè¡ãå¿ èŠããããŸãã次ã«ãæèœã®ãããŒã¯ãŒã¯ã§åå°±è·è 蚌ãçºè¡ããŠããããŸãã
ãã®åŸãéçšä¿éºå絊è³æ Œè 蚌ãšåå°±è·è 蚌ãæºããŠãåå°±è·æåœã®ç³è«ã«å¿ èŠãªæžé¡ãæèœã®ãããŒã¯ãŒã¯ã«æåºããããšã§ç³è«ãå®äºããŸãã
2. éæ¥ãšã¯
éæ¥ãšã¯ãèªèº«ã®ããžãã¹ãç«ã¡äžããæ°ãã«äºæ¥äž»ãšãªãããšãæããŸãã èªç±ãªæéããèªåã ãã®ããžãã¹ã¢ãã«ãç¯ãããšãå¯èœãšãªããŸãããããäžæ¹ã§ãå šãŠãèªå·±è²¬ä»»ã§éå¶ããªããã°ãªããªããšããç¬ç¹ã®ãªã¹ã¯ãæ±ããŠããŸãã
2.1 éæ¥ã®å®çŸ©ãšå ·äœçãªæ¹æ³
éæ¥ã®å®çŸ©ã¯ãå人ãå£äœãæ°ãã«äºæ¥ãå§ããããšããããŸããããã¯ãæ°èŠã«åºèããªãŒãã³ãããããããã§ã®è²©å£²ãå§ããããã³ã³ãµã«ã¿ã³ããšããŠç¬ç«ããããšãå®ã«æ§ã ãªåœ¢ã«ãªããŸãã
å ·äœçãªæ¹æ³ãšããŠã¯ããŸãäºæ¥å 容ãæ確ã«ããããšããå§ããŸããèªåãäœãæäŸãã誰ãã¿ãŒã²ããã«èšå®ããããèãããããããšã«ããžãã¹ãã©ã³ãäœããŸãã次ã«éæ¥è³éã®èª¿éãšãäŒæ¥èšç«ã«å¿ èŠãªæ³çæç¶ããè¡ããŸããéæ¥ãšäžèšã§èšã£ãŠããã®å®æ ã¯å€å²ã«ããããããäºåã«ãã£ãããšæºåãšçµéšãç©ãã§ããããšãæåã®éµãšãªã£ããããŸãã
2.2 éæ¥ã«å¿ èŠãªåºæ¬çãªã¹ãã«ãšç¥è
éæ¥ã«ã¯ãå°éç¥èã¯ãã¡ããã®ããšãçµå¶ããããŒãžã¡ã³ãã®ã¹ãã«ãåžå Žåæã®èœåãªã©ãæ±ããããŸãããŸã財å管çã®ç¥èã顧客察å¿ã®ã¹ãã«ãæ¬ ãããŸããã
ããããç¥èãã¹ãã«ã¯ãããžãã¹ã¹ã¯ãŒã«ããªã³ã©ã€ã³æè²ãµãŒãã¹ãæžç±ãªã©ãéããŠåŠã¶ããšãå¯èœã§ãããããæãéèŠãªã®ã¯ãèªåèªèº«ãèªä¿¡ãæã£ãŠäºæ¥ãéè¡ããæ欲ãšæ ¹æ§ã§ãããããããã£ãŠåããŠãå¿ èŠãªç¥èãã¹ãã«ã磚ãäžããããšãå¯èœãšãªããŸãã
3. åå°±è·æåœã掻çšããéæ¥ã®ã¹ããã
åå°±è·æåœãå©çšããŠéæ¥ãäºå®ããŠããæ¹ã«ãšã£ãŠéèŠãªã¹ããããšãªãã®ã¯ãããžãã¹ãã©ã³ã®äœæãè³éèšç»ããããŠéæ¥ã«åããå ·äœçãªæºåã§ããããããã®ã¹ãããã«ã€ããŠè©³ããèŠãŠãããŸãããã
3.1 ããžãã¹ãã©ã³ã®äœæ
ãŸãäžçªåãã«è¡ãã¹ãã¯ãèªèº«ã®ããžãã¹ãã©ã³ã®äœæã§ãããã®èšç»æžã¯ãèªãã®ããžãã¹ãå®çŸå¯èœã§ããããšãæ€èšŒããããã®åºç€ãšãªããŸããåžå Žèª¿æ»ã競ååæãäŸ¡æ Œèšå®ããããŠè²©å£²æŠç¥ãªã©ãå ·äœçãªããžãã¹ã®éå¶èšç»ãæèšããŸãããããŸããããžãã¹ãã©ã³äœæã¯åå°±è·æåœãæã«å ¥ããããã«ãéèŠã§ããã¡ããšèšç»ãç«ãŠãŠäºæ¥ãå±éããæå¿ãèŠããããšã§ãæåœã®å¯©æ»ã«ã倧ããå¯äžããŸãã
3.2 åå°±è·æåœã掻çšããè³éèšç»
次ã«ãåå°±è·æåœã®æŽ»çšã«ããè³éèšç»ãè¡ããŸããåå°±è·æåœã®éé¡ã䜿çšç®çãæ¯çµŠã¹ã±ãžã¥ãŒã«ãææ¡ããŸãããããããåºã«ãéæ¥ã«å¿ é ãªèšåã®è£ä¿®ãååã®è³Œå ¥ãåæã®äººä»¶è²»ãªã©ãããããã®è²»çšé ç®ãåæããå¿ èŠãªè³éãç®åºããããšãéèŠã§ããå¹ççã«è³éãéçšããããã«ã¯ãå¿ èŠãªçµè²»ãšæåœé¡ã®èª¿æŽããããŠç¹°ãè¿ãã®ãªã¹ã¯ç®¡çãäžå¯æ¬ ãªã®ã§ãã
3.3 éæ¥ã«åããæºå
æåŸã«ãå ·äœçãªéæ¥ã®æºåãé²ããŠãããŸãããŸãã¯ãäºæ¥ã§å¿ èŠãšãªãæèœãç¥èã身ã«ã€ããããšããå§ããŠã¿ãŸããããç¹å®ã®è³æ Œãå¿ èŠãªå Žåã¯ãæ©ãã«åŠç¿ãå§ããããšãæ±ããããŸãã次ã«ãå¿ èŠãªèš±å¯ãå èš±ã®ååŸã«ã€ããŠèª¿æ»ããæ©æã«ç³è«ãè¡ãããšãéèŠã§ãããŸããäºæ¥ãã¹ã ãŒãºã«é²è¡ããããã«ããäŒç€Ÿã®èšç«æç¶ãããå¿ èŠãªå¥çŽã®ç· çµãäºæ¥æã®æºåãªã©ãäžå¯§ã«é²ããŠããããšãæ±ããããŸãã
ãããã®ã¹ããããèžãããšã«ãããåå°±è·æåœãæ倧éã«æŽ»çšããéæ¥ãã¯ããŸããŸãããã®æºåæéããåŸã®ããžãã¹çµå¶ã«ãããŠå€§ããªåœ±é¿ãåãŒããããäžå¯§ã«åãçµãããšãéèŠãšãªããŸãã
4. åå°±è·æåœãæ倧é掻çšããããã®ãã³ã
åå°±è·æåœãæåã«å°ãã«ã¯ããã®ãã€ã³ããæŒããã確å®ã«æåœãç®æãããšã倧åã§ããããã§ã¯å ·äœçãªãã€ã³ããèŠãŠãããŸãããã
4.1 åå°±è·æåœå絊ã®ãã€ã³ã
ãŸãæåã«ãåå°±è·æåœã¯ããã®åã®éããæ£èŠéçšããéæ£èŠéçšãžã®è»¢è·ãã倱æ¥åŸã®åå°±è·ã«åããæ¯æŽå¶åºŠã§ããã ãããããåå°±è·ãããåã®æºåããç³è«æã®æç¶ããéèŠãšãªããŸãã
åå°±è·æåœãåããããã«ã¯ããŸãã倱æ¥ä¿éºã«å å ¥ããŠããããšãåæãšãªããŸããå å ¥ããŠããæ¹ã¯ãéçšä¿éºã®æéãæºäºããåŸã«ç³è«ãå¯èœã§ãããã®éãéçšä¿éºã®æç¶ããšäžŠè¡ããŠå€åŽæ欲ãããããšã蚌æãããããè·æ¥å®å®æã«å°±è·æŽ»åãè¡ã£ãŠãã蚌ææžãæåºããããšãæ±ããããŸãã
ãã®äžã§ãéæ¥ãç®æãå Žåãéæ¥ããå ·äœçãªèšç»ããèªåèªèº«ãéæ¥ããèœåãããããšã蚌æããå¿ èŠããããŸãããŸããéæ¥ã«å¿ èŠãªèšåãªã©ã®æºåãæŽã£ãŠããããšãéèŠãªãã€ã³ãã®äžã€ã§ãã
4.2 éæ¥ã«ãããè²»çšåæžã®å·¥å€«
次ã«ãéæ¥ãæåãããããã®éèŠãªãã€ã³ãã®äžã€ã«ãè²»çšåæžã®å·¥å€«ããããŸãã
äŸãã°ãäžå¿ èŠãªçµè²»ãåæžããããšããå§ããããšãã§ããŸããå ·äœçã«ã¯ãäºåæãåããåã«èªå® ã§æ¥åãå¯èœãã©ãããèæ ®ãããå¿ èŠæå°éã®æ©æãèšåã®ã¿ãå°å ¥ãããåºå宣äŒè²»ã«ã€ããŠãå¹æçãªç¯å²ã§èšç»ãç«ãŠãããªã©ã®å·¥å€«ããããŸãã
ããã«ã¯ãèªåèªèº«ãã§ããä»äºã¯èªåã§è¡ããå°éçãªæ¥åã«ã€ããŠã¯å€æ³šãããŒããã·ãããçµãããšã«ããã人件費ãæããããšãäžã€ã®æ¹æ³ã§ãã
ãã®ããã«ãéæ¥ã«éããŠã¯ãåå°±è·æåœãæ倧éã«æŽ»çšãããã€ã³ããšãè²»çšåæžã®å·¥å€«ãæŒãããããšã§ãããè¯ãã¹ã¿ãŒããåãããšãã§ããŸãã
5. åå°±è·æåœã掻çšããéæ¥ã®æåäºäŸ
åå°±è·æåœã掻çšããéæ¥ã®æåäºäŸã«ã€ããŠçŽ¹ä»ããŸããå ·äœçã«ã¯ãåå°±è·æåœãã©ã®ããã«éæ¥ã«æŽ»ããããã©ããã£ãææãçãã ã®ãããã®è©³çŽ°ã«ã€ããŠè§ŠããŠãããŸãã
5.1 å®éã®æåäºäŸã®çŽ¹ä»
ããäžäººã®ãšã³ãžãã¢ãããããŸããã圌ã¯çµç¹ã«çžãããããšãªããèªåã®ã¹ãã«ã掻ãããç¬ç«ãèããŠããããã®é¡æãå®çŸããããã«åå°±è·æåœã掻çšããŸããã
æåã«åœŒãè¡ã£ãã®ã¯ãèªåã®ããžãã¹ã¢ãã«ãæ確ã«ããããšã§ãããèªåã®å°éæ§ãçµéšã掻ãããŠãã©ã®ãããªãµãŒãã¹ãæäŸã§ããã®ããã©ããããåçåã§ããã®ããªã©ãå ·äœçã«ããŸããã
ãããŠãåå°±è·æåœã®ç³è«ãè¡ããæç¶ããå®äºããŠããã圌ã¯èªåã®ããžãã¹ã®æºåãå§ããŸãããéæ¥ã«å¿ èŠãªè³éãè³æã®æºåã¯ãã¡ããã®ããšãããŒã±ãã£ã³ã°æŠç¥ã財åèšç»ãªã©ããã£ãããšç«ãŠãŸããã
éæ¥åŸãã圌ã¯ç¢ºå®ç³åãçšéã®ç®¡çã客ãžã®ã¢ãã¿ãŒãã©ããŒãªã©ãããžãã¹ãéå¶ããäžã§ã®å€ãã®è²¬ä»»ãæ ããŸããããããããã®çµæã圌ã®ããžãã¹ã¯è»éã«ä¹ããçŸåšã§ã¯å®å®ããåå ¥ãåŸãŠããŸãã
5.2 äºäŸããåŠã¶æåã®ãã€ã³ã
ãã®äºäŸãããåå°±è·æåœã掻çšããéæ¥ã®æåã«ã¯ããã€ãã®ãã€ã³ããããããšãããããŸãã
ãŸãäžã€ã¯ãèªåã®æäŸãããµãŒãã¹ãããžãã¹ã¢ãã«ãæ確ã«ããããšã§ããèªåãäœãæäŸãããããã©ã®ããã«åçåãããã®ããæ確ã«ããããšã§ãããžãã¹ã®ç®æšãæ¹åæ§ãã¯ã£ãããšããŸãã
次ã«ãæåãæºåãããããšã§ããåå°±è·æåœã䜿ã£ãŠãããžãã¹ã®ã¹ã¿ãŒãããã·ã¥ãåãããšãã§ããŸããããããéæ¥åŸã®çµå¶ã«ã¯å€ãã®å°é£ã䌎ããŸããæºåãæ ããšããã®å°é£ãããžãã¹ã®è¶³æ·ã«ãªããŸãã
ãããŠæåŸã«ãéæ¥åŸã®ãããžã¡ã³ãã«å±ãããšãå¿ èŠã§ããåå°±è·æåœããã£ããšããŠããããã ãã§ããžãã¹ãæåããããã§ã¯ãããŸããã確å®ç³åãçšéã®ç®¡çã客ãžã®ã¢ãã¿ãŒãã©ããŒãªã©ãããžãã¹éå¶ã®å¿ èŠãªè²¬ä»»ããã¡ããšæãããã¹ã ãŒãºã«ããžãã¹ãé²ãããã«ããããšã倧åãªã®ã§ãã
6. éæ¥ã«ãããããããåé¡ç¹ãšãã®è§£æ±ºç
ããžãã¹ã®äžçã«é£ã³èŸŒããšãã«ã¯ãèšç»ãæºåãã©ãã ãæŽã£ãŠãããšããŠããææŠãšãšãã«åé¡ç¹ãçããããšã¯é¿ããããŸããããããããããã®åé¡ãæ確ã«èªèãããããã解決ããããã®æŠç¥ãæã€ããšã§ãéæ¥ã¯ç¡äºã«æåãžãšå°ãããŸãã
6.1 åé¡ç¹ãšå¯ŸåŠæ³ã®è©³çŽ°
ãã£ãã·ã¥ãããŒã®ç®¡çã¯ãæ°èŠéæ¥è ãçŽé¢ããäžè¬çãªåé¡ã®ïŒã€ã§ããç¹ã«åæ段éã§ã¯ãããžãã¹ã®ç«ã¡äžãã«å¿ èŠãªã³ã¹ããçºçããåçãçããåã«è³éãå°œããå¯èœæ§ããããŸãããã®åé¡ã解決ããããã«ã¯ãäºç®ç®¡çãäžå¯æ¬ ã§ããåå°±è·æåœãããŸã掻çšãã€ã€ãã¹ãã«ãçµéšã«åºã¥ããçŸå®çãªåçäºæž¬ãç«ãŠãŠãã ãããåºè²»ãšåå ¥ã®ãã©ã³ã¹ãåžžã«èŠçŽããäžè¶³ãèŠããå Žåã«ã¯éããã«å¯ŸåŠããããšãéèŠã§ãã
ãŸããæ°èŠéæ¥è ãçŽé¢ããããäžã€ã®åé¡ãã顧客ç²åŸã§ããããã§éèŠãªã®ã¯ã質ã®é«ã補åããµãŒãã¹ãæäŸããããšã ãã§ãªããããã顧客ã«äŒããããã®ããŒã±ãã£ã³ã°ã§ãã顧客局ãæ確ã«ææ¡ããããã«åãããããŒã±ãã£ã³ã°æŠç¥ãç«ãŠãããšãéèŠã§ãã
6.2 ãªã¹ã¯ãžã®åãæ¹
ãŸããããžãã¹ã«ã¯å¿ ç¶çã«ãªã¹ã¯ã䌎ããŸããè³éãã®è¯ããªã話ã§ã¯ãããŸãããææªã®å Žåãããžãã¹ã«å€±æããåç£ããå¯èœæ§ããããŸãããããããããæããŠãã£ã³ã¹ãéãã®ã§ã¯ãªãããªã¹ã¯ããã¡ããšèªèãããã®å¯Ÿçãç«ãŠãããšãéèŠã§ãã
äžã€ã®æ¹æ³ã¯ãäºæ³å€ã®åºè²»ã«åããŠè³éã確ä¿ããããšã§ããããã«ã¯åå°±è·æåœãäœè£ããã£ãŠäœ¿ãããšãå«ãŸããŸããäºæž¬äžèœãªåºè²»ã¯ãæ°èŠéæ¥è ã«ãšã£ãŠå€§ããªè² æ ãšãªãããããã®ãªã¹ã¯ãæžããããã«ãåããå¿ èŠã§ãã
ããã«ãããžãã¹ç°å¢ã®å€åã«å¯Ÿããæè»æ§ãå¿ èŠã§ããåžå Žã®éèŠã¯æ¥ã å€åããäºæž¬ãšç°ãªãçµæãããããããšããããŸãããã®ãããªå€åã«å¯ŸããŠçŽ æ©ã察å¿ããããžãã¹ã¢ãã«ãé©å¿ãããèœåãæã€ããšãéèŠã§ãã
7. ãŸãšããšä»åŸã®ã¹ããã
ãã®èšäºã§ã¯ãåå°±è·æåœã掻çšããŠéæ¥ããããã®ã¬ã€ãã«ã€ããŠè§£èª¬ããŠããŸããããããŸã§ã®æ å ±ãéããŠãåå°±è·æåœã®å¯Ÿè±¡è ãå絊æ¡ä»¶ãç³è«æ¹æ³ãªã©ãåºæ¬çãªç¥èãæŽãã ã¯ãã§ãã
7.1 åå°±è·æåœæŽ»çšã®éèŠæ§ã®å確èª
åå°±è·æåœã¯ãéæ¥ã«åããåæè²»çšãã«ããŒããããã®åŒ·åãªæ¯æŽçã§ããä»äºãæ¢ããŠããæéäžã«ããžãã¹ãã©ã³ããã£ãããšç·Žãããšã§ãè³é調éã®éã«åå°±è·æåœãå絊ããããšãå¯èœã§ãã
ããããåå°±è·æåœã®æŽ»çšã ããéæ¥ã®æåãä¿èšŒãããã®ã§ã¯ãªããšããããšãç解ããããšãéèŠã§ããæåœã¯ãããŸã§äžéšã®å§åè²»ãå©ããããã®ãã®ã§ãããããžãã¹èªäœã®æç¶å¯èœæ§ã¯ãããã ãã§è©äŸ¡ãããã¹ãã§ã¯ãããŸããã
7.2 èªèº«ã®éæ¥èšç»ã®èŠçŽã
ãã£ãªã¢ã®æ¹åæ§ãåè©äŸ¡ããå°æ¥ã®èšç»ã«ã€ããŠæ¬æ Œçã«èãããããã次ã®ã¹ããããšèšããã§ããããåå°±è·æåœã掻çšããŠéæ¥ããããã«ã¯ãããžãã¹èšç»ã®äœæãæ¬ ãããŸããããã®ããã«å¿ èŠãªã¹ãã«ãç¥èã®ç¿åŸãäºæ¥èšç»ã®çå®ãªã©ã«ã€ããŠãå ·äœçãªã¢ã¯ã·ã§ã³ãèµ·ããããšãæ±ããããŸãã
å šãŠã®ããšãäžåºŠã«ã¯ããŸããããšã¯éããªãããšãèŠããŠãããŸããããããããåé¡ãå°é£ã«çŽé¢ããæã«ã¯ããããŸã§ã«åŠãã ç¥èãæ¹æ³ãçšããŠå¯ŸåŠããããšãæ±ããããŸããåå°±è·æåœã掻çšããéæ¥ã¯äžæ©äžæ©ãçå®ã«é²ããããšã倧åã§ãã
ããã§ç¿åŸããç¥èãšã¹ãã«ãé§äœ¿ããåå°±è·æåœãæ倧éã«æŽ»çšããªãããèªåèªèº«ã®éæ¥èšç»ãèŠçŽããŠã¿ãŠãã ãããããžãã¹ã®äžçã¯ææŠãšåéºã«æºã¡ãŠãããããã«ã¯æºåãšæŠç¥ãå¿ èŠã§ãã