JP2002269329A - System and method of supporting improvement of business - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a system and a method of supporting improvement of business by taking a precise measure and analyzing data. SOLUTION: A measure drawer determines structural elements of the business, choices for each structural element, a performance index of the business, and a relational expression of combination of the choices with the performance index, and sets them in a measure data base 108. This business improvement support system 100 collects the knowledge related to the set business, and forms a measure having a high index of performance. Each measure executer selects the measure for execution, and inputs a result of the execution, and analyzes the relation of the choices with a high index of the performance. As a result of the total-up and analysis of the relation, the information on the measure having a high degree of priority is stored as a new knowledge.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION The present invention relates to sales, purchasing, manufacturing, research and development, indirect services, general business related to business agents, manufacturers, business companies, financial institutions, retailers and other businesses of goods or services. The present invention relates to a business improvement support system and a method for designing measures relating to office work, recruitment, education, investment, and other tasks, and analyzing the results of implementing the measures.

[0002]

2. Description of the Related Art In the formulation of measures used for conventional business improvement, once a year or semi-annually, measures and their performance targets until the next measure are formulated are set by individual measure implementers after discussing with a supervisor. I do. However, since the information system does not provide consistent support for the cycle of policy development, implementation, results analysis, and the development of the next policy for higher performance, it is costly, and the period of one cycle of this cycle is one year. Or it has to be as long as six months. In addition, information that is useful in formulating measures, such as the results of other measures implemented by similar implementers, has not been shared. It is easy to set targets with poor ground and concrete measures, such as a 15% increase over the previous term.

[0003] The established policy is described on paper or registered in an information system. After a measure is formulated, the implementer of the measure will implement and implement the measure that has been formulated based on its own judgment until the timing of the next measure formulation. In the meantime, the superior has a face-to-face meeting to check the progress of ongoing measures and provide advice. However, it is difficult to obtain various data and information that give advice on how to implement better measures.In practice, only mere progress checks are performed, or advice based only on the experience of the superior himself Is merely provided.

[0004] In order to analyze the execution result of a measure, a formulator or an implementer of the measure can inquire actual values related to a performance index of a company or an organization preset for performance management of the company. The actual values of the performance indicators related to the individual measures involving the plan creator and implementer and the information related to the analysis must be collected and analyzed independently. However, the amount of information available to individuals and the cost and time required are limited, and it is difficult to analyze the execution results scientifically according to their own needs. In addition, the knowledge gained by implementing the measures only accumulates as individual tacit knowledge,
It will not be analyzed and shared scientifically, and will not be used as useful information by other planners or implementers to formulate and execute the next plan.

[0005] Thereafter, the executor of each measure reviews the performance during the period in a discussion with his / her supervisor, and sets measures and performance targets for the next period. However, useful information such as policy information with higher performance performed by other employees is not shared and utilized across organizations, so the learning effect of the entire company is limited. You need to have many face-to-face meetings to develop, implement, analyze results, and share knowledge about the development of next measures, beyond the closed world of your boss and subordinates. Therefore, it is physically difficult for a company composed of a large number of organizations and multiple organizations to share knowledge company-wide.

[0006] In recent years, among a series of processes related to these business improvements, a budget formulation support system and a data mining system have been proposed for policy formulation, a progress management system for individual policy projects for policy implementation, and a result analysis for policies. There is a knowledge management system for budget performance management systems and knowledge sharing.

[0007]

However, the budget preparation support system and the budget achievement management system manage the company-wide budget, and manage small-lot and frequently-changed individual measures from a company-wide viewpoint. This is practically difficult in terms of management costs. The purpose of these systems is to reduce the time required for budgeting and reporting,
It is not aimed at business improvement. Data mining is an information technology mainly used to improve sales operations, but it is based on sufficient data and statistical analysis skills, and few companies satisfy this prerequisite. Even if the prerequisites can be satisfied, it is possible to analyze that "who tends to buy which product", but it is not enough to recommend specific measures including how to sell.

[0008] Further, the progress management system manages the progress of individual policy cases, but does not have a function of managing the policies of the organization or the company in which the cases are grouped. In addition, progress management, policy formulation, result analysis, and formulation of the next policy do not have an organic connection. Furthermore, it does not have the function of searching for and comparing the implementers of the same measure and those who have implemented the same measure, and has the ability to navigate to more appropriate measures by sharing knowledge ( You can't do that.

Further, the conventional knowledge management mechanism provides a place for introducing a measure having a high performance or a place for so-called information sharing in which other input information is shared on an information system. Staying. In addition, policy makers / executors must search the database for information that is useful for themselves, and process the information to be useful for their policies. As a result, it takes time and effort to obtain useful information for formulating and implementing their own policies, and is not used much in practice.

The present invention has been made in order to solve the above-mentioned problem, and an object of the present invention is to formalize the tacit knowledge of individual policy-makers and implementers, to share the same throughout the company, and to utilize the shared knowledge. In this way, a normal information system recommends measures with higher performance to the individual planners and implementors without the abundant information required for recommending measures, and manages and supports the execution of the recommended measures. It is an object of the present invention to provide a business improvement support system and a business improvement method capable of performing the same.

[0011] In addition, by sharing and providing useful information for formulating and confirming the execution status of the policy at any time, and by standardizing and automating the result analysis, it is possible to organize the policy formulation, implementation, result analysis, and formulation of the next policy organically. It is also an object of the present invention to provide a business improvement support system and a method thereof that can reduce costs in a series of business and improve quality.

[0012] Further, by reducing costs in a series of operations, the time for one rotation of a cycle for formulating, implementing, analyzing results, and formulating the next policy is greatly reduced.
The aim is to rotate the cycle many times during the cycle, thereby greatly improving the learning effect.

[0013] Further, beyond the knowledge sharing in one company, by establishing a knowledge aggregation center, it is difficult to share customer information, and only knowledge is shared in different industries / business types without capital relations, and measures with higher performance are implemented. It is another object of the present invention to provide a business improvement support system that can be formulated and executed, and a method thereof.

[0014]

According to a first aspect of the present invention, a business improvement support system according to the present invention is a business improvement support system for supporting business improvement based on execution of business measures. A component storage unit that stores a plurality of components that constitute the component and options that can be taken by each of the components, an input unit that inputs a plurality of measures including a combination of options stored in the component storage unit, Receiving means for receiving a selection of at least one of the measures input by the input means; actual value receiving means for receiving an actual measured value of a performance index indicating the performance of the measure accepted by the receiving means; Using the measured value of the performance index received by the value receiving means, for each of the measures input by the input means, And a performance index calculating means for obtaining the said performance indicators.

Here, according to the performance index obtained by the performance index calculating means, a list preparing means for preparing a list in which the measures inputted by the input means are arranged, and a list prepared by the list preparing means are prepared. And a list transmitting means for transmitting.

Here, it is preferable that the information processing apparatus further comprises a judging means for judging a measure to be recommended from among the measures inputted by the input means, based on the performance index obtained by the performance index calculating means. be able to.

Here, the measure to be recommended for execution may be a measure in which the performance index obtained by the performance index calculation means exceeds a predetermined threshold.

Here, a measure creating means for creating a new measure to be recommended for execution by combining the options stored in the component storage means based on the actual measured value of the performance index received by the actual measured value receiving means. In addition,
The performance index calculating means may further obtain a performance index of the measure created by the measure creating means.

Here, the apparatus further comprises knowledge collecting means for collecting knowledge indicating the relationship between the measure and the performance index from the outside, and the performance index calculating means further uses the knowledge collected by the knowledge collecting means. , The performance index may be determined.

Here, the measure to be recommended for execution may be a measure in which the performance index exceeds a predetermined threshold.

Here, the measure creating means may determine the measure to be recommended for execution by statistical analysis using the performance index as the explained variable and the component options as the explanatory variable.

Here, the receiving means transmits the measure inputted by the input means, the measure created by the measure creating means and the performance index obtained by the performance index calculating means to an external information processing device. And a measure accepting means for accepting a selection of at least one measure to be executed by an implementer of the measure from the measures transmitted by the measure transmitting means.

Here, the system further comprises change accepting means for accepting a change in an option constituting the measure created by the measure creating means, and the performance index calculating means comprises a measure comprising the option accepted by the change accepting means. May be further obtained.

Here, the information processing apparatus further comprises knowledge collecting means for collecting knowledge indicating the relationship between the measure and the performance index from the outside, wherein the performance index calculating means further uses the knowledge collected by the knowledge collecting means. , The performance index may be determined.

Here, it is possible to further comprise an actual value transmitting means for transmitting an actual value of the performance index of the measure received by the actual value receiving means in response to a request received from the outside.

Here, a measure subject information storage means storing information about the subject who should execute the measure, and information about the subject stored in the measure subject information storage means are transmitted. Means for receiving designation of a target person to execute the measure from among the persons.

Here, the accepting means includes: a measure transmitting means for transmitting the measure input by the input means to an external information processing device; and a measure transmitting means for selecting the measure from the measures transmitted by the measure transmitting means. A measure accepting unit for accepting selection of at least one measure to be executed by the executor.

Here, the business may include any of a sales business, a purchasing business, a manufacturing business, a research and development, an indirect business, a general affairs, a recruiting business, an education business, and an investment business.

Here, the business is a sales business, and the components may include components indicating who, what, and how to sell the product.

According to a second aspect of the present invention, an information processing apparatus according to the present invention is an information processing apparatus for communicating with a business improvement support system according to the present invention via a network, wherein the information is transmitted by the measure transmitting means. Means for receiving the measure, means for selecting at least one measure to be executed by the implementer of the measure from the measures included in the measure received by the means for receiving, and the measure selected by the means for selecting To the measure receiving means.

Here, it is possible to further comprise a means for transmitting the actually measured value of the performance index of the measure selected by the selecting means to the business support system.

[0032] In a third aspect of the present invention, a business improvement support method according to the present invention is a business improvement support method using a system for supporting business improvement based on execution of business measures. A plurality of components to be performed and options that can be taken by each of the components are stored in the component storage unit, and a plurality of measures including a combination of the options stored in the component storage unit are input. Receiving a selection of at least one measure from among the received measures, receiving a measured value of a performance index indicating the performance of the measure for which the selection has been received, based on the measured value of the received performance index, Find performance indicators.

Here, according to the obtained performance index, a list in which the inputted measures are arranged can be created, and the created list can be transmitted.

Here, based on the obtained performance index, a measure to be recommended for execution can be determined from the inputted measures.

Here, the measure to be recommended for execution may be a measure in which the obtained performance index exceeds a predetermined threshold.

Here, based on the actually measured value of the performance index received, a combination of the options stored in the constituent element storage unit is combined to create a new measure to be recommended for execution. A performance indicator may be determined.

Here, further, knowledge indicating the relationship between the measure and the performance index may be collected from outside, and the performance index may be obtained using the collected knowledge.

Here, the measure to be recommended to be executed may be a measure in which the performance index exceeds a predetermined threshold.

Here, when the measures are created, the measures to be recommended are to be created by statistical analysis using the performance index as the explained variable and the component options as the explanatory variables. Can be.

Here, when accepting the selection of the measures, the inputted measures and the created measures are
The measure may be transmitted to an external information processing apparatus, and the executor of the measure may select at least one measure to be executed from the transmitted measures.

Here, furthermore, it is possible to receive a change of an option constituting the created measure and obtain a performance index of a measure comprising the option having received the change.

Here, knowledge indicating the relationship between the measure and the performance index may be collected from the outside, and the performance index may be obtained by further using the collected knowledge.

Here, the measured value of the performance index of the received measure may be transmitted in response to a request received from the outside.

Here, when accepting the selection of the measure, the information about the target person to execute the measure stored in the measure target person information storage means is transmitted, and among the transmitted target persons, the measure is selected. Can be specified.

Here, the input measure is further transmitted to an external information processing apparatus, and from among the transmitted measures, selection of at least one measure to be executed by the implementor of the measure is received. Things.

Here, the business can include any of sales business, purchasing business, manufacturing business, research and development, indirect business, general affairs, recruitment business, education business, and investment business.

Here, the business is a sales business, and the components may include components indicating who, what, and how to sell the product.

Here, in the information processing device that communicates with the business improvement support system through the network, the transmitted measure is received, and the information processing device selects a measure from among the measures included in the received measure. An executor selects at least one measure to be executed, and the information processing device transmits the selected measure to the business improvement support system.

Here, the measured value of the performance index of the selected measure may be transmitted from the information processing apparatus to the business improvement support system.

According to a fourth aspect of the present invention, a computer readable recording medium according to the present invention is a computer program for supporting business improvement based on execution of business measures, and stores the computer program in the computer. Storing a plurality of constituent elements to be configured and options that can be taken by each of the constituent elements in the constituent element storage means; inputting a plurality of measures consisting of a combination of the options stored in the constituent element storage means; Receiving a selection of at least one of the input measures; receiving an actual measurement value of a performance index indicating a performance of the measure for which the selection is received; based on the actual measurement value of the received performance index,
Calculating the performance index for the input measure.

[0051]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS (First Embodiment) A first embodiment of the present invention will be described below with reference to the drawings. In addition,
In the following description, the term "knowledge" refers to knowledge obtained from past experience inside and outside the organization, which is used in all aspects of management and the like. Specifically, it includes the correlation between the components of the measures, the expertise and know-how related to the relation between the measures and the performance indicators, which are obtained from the work experience or the survey by the individual.

FIG. 1 is a configuration diagram showing an example of a network system to which the present invention is applied. The configuration of the system according to the present invention is typically the one shown in the basic system configuration diagram of FIG. 1, but this is an example, and the present invention is not limited to this.

The network system to which the present invention is applied is composed of a business improvement support system 100, a measure formulator client 105, and a measure executer client 106. Among them, the business improvement support system 100
Is configured such that a main DB server 102, a policy DB server 103, and an application server 104 connected via a LAN 109 are connected to the Internet 101 and can communicate with each other.

The backbone DB server 102 is a server computer that has a backbone database 107 that stores knowledge about work and manages this database. The core database 107 further stores customer data including an existing customer list and a potential customer list.
Customer data includes, for example, customer names, addresses, phone numbers,
In addition to customer attributes such as age and gender, the sales person in charge, purchased item, purchase history, and other various data are included. This customer data may be input at the time of designing a measure, or may be input and stored in advance. The customer data can be input by reading the data stored in the information storage medium and inputting the data other than receiving the data input in the measure formulator client 105 or the measure executer client 106 through the Internet 101, Business improvement support system 10
This also includes a form in which input is performed using a zero keyboard or the like.

As described above, the customer data is stored for each measure executor, and the update is performed based on the data transmitted from each measure executor client 106.

The policy DB server 103 is used to execute
Frame of the component (which may be referred to as “task”) (hereinafter sometimes referred to as “task component”)
It manages a policy database 108 that stores options (hereinafter, sometimes referred to as “factors”) that can be taken by each component, an index for measuring business performance, and a relational expression between a combination of factors and an index for performance. It is a server computer that searches for and extracts information.

For example, when the target business is the sale of a product, the components of the business can include the following in addition to the customer and the product. (1) An element indicating what appeal points are used to design a sales policy. For example, it is an element such as a combination of a type of utility to a customer and a price. (2) An element indicating an access medium with the customer. For example, telephone,
Elements such as e-mail and the Internet. (3) An element indicating when to implement sales measures to customers. For example, there are factors such as a product purchase motivation forming time, a customer's medium access possible time, and the like. (4) An element of where to implement sales measures to customers. For example, where customers access the media,
Store, customer home, etc.

Further, the core database 107 stores data for performance calculation for each designed measure. Specifically, the unit cost of implementing measures for access media, the revenue by sales unit of goods or services,
It may be data such as a standard assumed profit before a sales measure for a product or service is implemented.

Regarding the cost of the sales measure, the cost calculation such as the cost for one telephone call per customer, the cost for one visit, the cost for printing / distribution per pamphlet, etc. Includes basic data for

The application server 104 is a server computer which manages the entire business improvement support system 100 as a whole. The application server 104 collects information on measures and knowledge from client computers and analyzes the collected information.
In response to a request from the client computer, the main database 107 and the policy database 108 are searched, data is recorded, and information is provided to the client computer. The collection of information from the client computer by the application server 104 is H
This is performed by transmitting a text document described in a markup language such as TML and displaying a Web page such as an input screen on a client computer.

The measure formulator client 105 is a computer system used by a person who formulates business measures (measure planner), such as a corporate planning department or a site manager, for inputting information on measures and supporting business improvement. The transmission to the system 100 is performed. Implementer client 10
Reference numeral 6 denotes a computer used by a person in charge of executing the established measures (measures executor) such as a salesperson or a store clerk. The execution result of the measure is input and transmitted to the business improvement support system 100.

The measure formulator client 105 and the measure executer client 106 are client computers that receive services from the business improvement support system 100, which is a group of server computers. Each of these client computers includes a server computer, a personal computer, a workstation, and a mobile phone equipped with well-known browser software for browsing an HTML document transmitted from the business improvement support system 100 in the form of a Web page. A wireless communication terminal such as a mobile phone or a PHS, a portable information terminal such as a PDA incorporating these functions, a game device, a dedicated terminal such as an Internet TV, a video conference system, and other various information processing devices can be used.

Further, the client computer is configured as a large-scale configuration with a database server or a storage device, an application server or a control device, and a web server, a mail server, an authentication server and the like are provided as necessary. Can be multiplexed as necessary to ensure security. Alternatively, it takes the form of a distributed database or the like, and any one of an authentication server, an application server, a database server, or the like may be located at a different location, or may be located at the same location. Good. For example, an external centralized center (knowledge center) for collecting knowledge of the same industry or different industries may be established, and the above-mentioned server group may be installed in this knowledge center. As a result, knowledge of other companies and channels with no capital relationship can be aggregated without requiring disclosure of company-specific information and the like.

A storage device such as an external storage medium provided in the client computer stores customer data and its attributes of a sales representative who is a measure executor, past transaction histories, and more specifically, existing customers / customers for business products. A database is provided for storing data such as potential customer distinction and sales policy objectives.

[0086] These pieces of information include information on measures executed daily,
The access result, the negotiation result, and the like are updated by being input in the client computer.

With the above configuration, in the present invention, the business improvement support system 100 and the policy maker client 10
5 or the measure executor client 106, data can be transmitted / received and stored, and various measures can be designed and analyzed for business improvement support.

FIG. 2 is a block diagram showing an example of a hardware configuration of a computer system used as a server computer according to the present embodiment.

As shown in the figure, a computer system 200 includes a central processing unit (CPU) 201, a RAM 202 serving as a temporary storage area, a ROM 203 storing programs and data, and a hard disk (HD) serving as an auxiliary storage device. CRT 205 as a display device
A communication interface (C-I / F) 206 such as a modem used to connect to the Internet 101 is connected to a bus 207.

Hard disk 204 and ROM 203
Stores programs for executing the processes related to the present invention and data such as information referred to by these programs. Various functions of the present invention, which will be described later, are achieved when the CPU 201 loaded with a computer program stored in the ROM 203, the hard disk 204, or the like constituting the computer system 200 executes an instruction based on the program.

The external hard disk 204 in this embodiment is an example of an auxiliary storage device, and an external storage medium such as a built-in hard disk or a removable disk may be used instead.

The computer program includes a core D
In addition to a server application executed for the B server 102, the policy DB server 103, and the application server 104 to function as a WWW server, a document describing a Web page to be displayed on a client computer such as a PC, or a CGI (Common Gatew
ay Interface) script. Therefore, the services provided by each server computer in the present embodiment include services executed by a CGI script inside the computer system 200 in addition to services for providing information such as HTML to clients by HTTP. Providing a service using a Web page according to the present embodiment is merely an example, and it is needless to say that the present invention can be constructed by another system architecture.

Next, the procedure of the business improvement support method according to this embodiment will be described with reference to the flowchart of FIG.

First, the measure creator defines a range of business to be improved, for example, as "specific product sales business" (step S1).

Next, the defined business components (task components), the options (factors) that each component can take, an index for measuring the performance of the business (performance index), and a combination of the factors and the performance index Is defined. The details of the business components defined here will be described later.

The policy maker who has made such a definition accesses the application server 104 using the policy maker client 105. The application server 104 transmits the HTML document in response to the access. As a result, the measure formulator client 1
On the display 05, a measure input screen is displayed. The measure creator inputs the defined business, its component frames, components, factors, performance indicators, and relational expressions on this input screen. The input information is stored in the policy DB via the application server 104.
It is transmitted to the server 103 and recorded in the policy database 108 (step S2).

These data are corrected and updated as necessary. The details of the screen displayed on the measure formulator client 105 in step S2 will be described later with reference to FIG.

Next, the application server 104
In step S3, the knowledge about the combination of the options set in the measure DB server 103 and the performance is collected from the measure formulator client 105. The knowledge collected here includes data stored in the information system, paper-based data, and implicit knowledge held by the planner and planner. Specifically, knowledge indicates the relationship between a measure consisting of a specific combination of options stored in the component storage means and the performance index of this measure. For example, correlation data between factors, the correlation between the combination of factors and the performance Including.

More specifically, the following knowledge is included.

(1) Effective access methods are different for each age. For those in their 30s, it is effective to approach customers in the order of email and call center. For those in their 40s, it is effective to approach customers in the order of direct mail and call center. For those in their 50s, it is effective to approach customers from the call center.

(2) The effective access method differs for each customer segment. For customers with a good customer base, it is effective to approach customers in the order of direct mail and call center.

It is effective for a customer corresponding to the ordinary customer base to approach the customer from the call center.

The collected information is stored in the main database 107 of the main DB server 102 (step S3). When collecting the knowledge, the application server 104 responds to a request from the measure planner client 105 by sending information related to the measure of the business from the measure database 108, that is, the work described above, its component frames, components, and factors. , Performance indicators, and relational expressions. Thereby, the measure formulator can browse the information related to the business measure.

The measure creator inputs knowledge information on the measures of this business to the measure creator client 105 and transmits it to the application server 104. The application server 104 is the core DB server 102
Is instructed to record the received knowledge in the core database 107. Here, when the factors are recorded, the core DB server 102 may store the factors in groups according to the collected correlation data between the factors, the combinations of the factors, and the correlations.

The processing in step S3 is performed in step S3.
It may be performed collectively with the processing of step 2. in this case,
The policy creator operates the application server 104,
When transmitting the component frame, the component, the factor, the performance index, and the relational expression, the measure creator also transmits knowledge about the business consisting of a combination of specific factors.

Next, a call for a high-priority measure formulation screen is requested from the measure formulator client 105 to the application server 104. The application server 104 extracts the existing knowledge from the core database 107 and the information related to the business from the policy database 108. Then, using the extracted information, a business measure is automatically created by combining a factor for each business component or a set of grouped factors. At this time, the expected value of the performance index of the target business is obtained for the created measure. The expected value of the performance index is the priority of the created measure.

[0086] The application server 104 is a measure that has been formulated by the measure creator and for which knowledge has been input,
From the measures that have been created automatically and the measures that are created, the one with the highest expected value of the performance index is selected. Then, a list (high-priority measure list) in which information on the selected measures is arranged according to the expected value of the performance index is created. This high-priority measure list is stored in the measure database 108 in the form of an HTML document and transmitted to the measure maker client 105 (step S4).

It is also possible to shift from step S2 to step S4 without collecting the knowledge in step S3. In this case, the measure creator or the measure executor combines the options defined in step S2 based on knowledge and experience to create a plurality of measures that are considered to have a high performance index. And
The created policy is input to the business improvement support system 100 via the Internet 101 from the policy creator client 105 or the policy executor client 106.
The business improvement support system 100 creates a high-priority measure list based on the input measures.

When the high-priority measure list is transmitted to the measure formulator client 105, the application server 1
04 receives a change in a factor from a measure creator for a measure included in the high priority measure list. Then, using the received information, a changed new measure is created, a simulation is performed based on the collected knowledge, and an expected value of the performance index of the changed measure is obtained. By performing such a process, the measurer can provide a reference when drafting a new measure.

In step S5, each measure executor selects and executes a measure. First, each measure executor accesses the application server 104 using the measure executor client 106. Application server 1
In step 04, a high-priority measure list is created by the same processing as described in step S4, and this list is transmitted to the measure executor client 106 in the form of an HTML document.
Alternatively, when a corresponding high-priority measure list is already stored in the measure database 108, the list is extracted from the measure database 108 and transmitted to the measure executor client 106. Measure Executor Client 106
Is H transmitted from the application server 104.
A high-priority measure list is displayed on a display based on the TML document.

Here, the measure executor operates the mouse or the like of the measure executor client 106 to select one or more desired measures from the displayed high-priority measure list. If the measure is a product sales operation, the application server 104 extracts from the core database 107, information on customers who can be the target of the measure from the customers in charge of the measure executor. Then, based on the extracted information, a list of policy target customers is created and transmitted, and displayed on the display of the policy executor client 106. Further, the specification of the customer to execute the measure and the selection of at least one measure to be executed for each customer are received.

After receiving a selection of a measure for each customer from the user via this screen, the application server 104 associates the identification number of the designated measure with the customer and stores it in the core database 107. This allows
The measure that the measure executor should execute is the business improvement support system 1
00 is registered.

[0092] It should be noted that the measure creator may be able to select a measure to be executed by the sales person or the like from the high-priority measure list, instead of the measure executor such as the sales person.

The measure executor carries out his / her work based on the selected measure. Then, for each of the executed measures, an actual measured value of the business performance index (progress status and execution results such as effective conversation with the customer and conclusion of the contract) is input. The input information is transmitted to the measure execution client 106
To the main D via the application server 104
The data is transmitted to the B server 102 and the policy DB server 103 and stored in the core database 107 and the policy database 108.

The execution results and the progress of the measures stored here are reported from the measure formulator client 105 or the measure executer client 106 to the application server 10.
4 and can be queried. In this case, in response to the inquiry request from each client computer, the application server 104 extracts the actual measured value and the progress of the performance index from the core database 107 or the policy database 108, and edits the Web page of the inquiry screen including this information. And send it to the client computer. In this way, the business improvement support system 100 collects the execution results of the measures from the plurality of measure executer clients 106.

In step S6, the measurer uses the measurer client 105 to instruct the application server 104 to analyze the execution result of the measure. The application server 104 extracts the execution result and the progress of the measure from the core database 107 or the measure database 108, totals the execution results of the collected measures, analyzes the correlation between the choices, and the combination of the choices that increases the performance index of the measure. Analyze such factors. The processing executed by the business improvement support system 100 includes the following.

(1) The executed high-priority measures are subdivided measures that are a combination of factors, which are the minimum units of business components, and are arranged in descending order of performance index.

(2) When a threshold (cut-off point) at which a profit is generated is set as a performance index, a subdivided measure exceeding this threshold is set as a recommended measure.

(3) When a relational expression between a combination of factors of some business components and the performance of a measure is set in advance, and if the relational expression data is collected in step S5, whether or not the operation is performed Regardless of this, a measure consisting of a combination of factors that raise the performance index value is automatically created, and this is made a recommended measure.

Alternatively, (4) using a well-known statistical analysis method such as regression analysis in which the performance index of the measure is the explained variable and the factor of the business component is the explanatory variable, the factor of the business component of the policy is determined. Create a policy consisting of a combination, and determine this as a recommended policy.

The application server 104 edits a Web page including such analysis result information,
The analysis is transmitted to the measure formulator client 105 instructed.

The analysis of the result of executing a measure may be performed not only by the creator of the measure but also by the executor of the measure.

Finally, the result of the aggregation and the factor analysis in step S6 and the information on the high-priority measures are accumulated as new knowledge used in the business improvement support system (step S7). Therefore, in the next execution of the business improvement support method according to the present embodiment, in step S4, a list of high priority measures is created based on the existing knowledge and the new knowledge accumulated in step S7.

Next, the user interface of the business improvement support method according to the present embodiment will be described with reference to FIGS.

FIG. 4 and FIG. 5 are diagrams showing an example of the frame of the business components of the business, the business components and the factors. As shown in FIG. 4, the business components are:
"Who,""What," and "How to Sell"
It is composed of items. The choices (factors) of each business component are shown on the right side of the figure. For example, the factor of the business component `` to whom '' defines the customer segment of who is the target of the sales policy, for example, the distinction between potential customers and existing customers, customer attributes such as age, occupation, store loyalty, product Includes factors such as preferences.

Further, as shown in FIG. 5, the business component “what” and “how to sell” are further subdivided. For example, the business component “what” is “product”
And "additional benefits". By combining these factors, business measures can be formulated.

Further, business measures are formulated for each policy purpose. In the example shown in this figure, the policy objectives are to cultivate new customers, prevent cancellations, upgrade (up-sell) products purchased by seller customers, and sell new products other than those purchased by seller customers. (Cross-sell). Furthermore,
Although not shown in the drawing, as a performance index in the non-life insurance sales business, for example, an expected profit of the sales product is defined.

FIG. 6 is a diagram showing an example of a menu on a Web page displayed on the display of the measure formulator client 105 accessing the business improvement support system 100 in step S1. Menu 500
Are areas 505, 5 that can be selected using a mouse or the like.
06, 507, 508, and 509.

An area 505 is selected when displaying a list of information on customers (customer list). Area 5
06 is selected when the high priority measure list is displayed.
The area 507 is selected when creating a measure. The area 508 is selected when managing negotiations between a sales representative and a customer. The area 509 is selected when analyzing the execution result of the measure. When these areas are selected,
Instructions corresponding to each area are application server 1
04. Application server 104
Performs the corresponding information processing by executing a CGI script or the like mounted therein, and edits the next screen to be displayed on the display of the measure formulator client 105.

FIG. 7 shows the area 5 in FIG.
If 07 is selected, the measure formulator client 10
FIG. 13 is a diagram showing an example of a screen for creating a measure, which is displayed on the display 5. The screen 600 includes a display column 605 for the target business of the measure, an input column 606 for the purpose of the measure, the group of the target product for the business, the name of the measure and the period for implementing the measure, the timing of implementing the measure, and the access point for the customer. Input field 607, input field 608 of the type of the target product, input field 609 of the customer segment, input field 610 of the appeal point of the product to the customer, input field 611 of the access method to the customer, and input field of the base for the measure 612 are provided.

In the example shown in FIG. 7, the target business of the measure is an insurance sales business of an automobile sales company. The purpose of the measure is to cultivate new customers, the target product group is non-life insurance (auto insurance), the name is “Care”, and the period of implementation of the measure is from September 1 to September 30, 2001. The timing of implementing the measures is a holiday morning, the access point to the customer is the customer's home, and the type of the target product is the comprehensive insurance with personal injury. The customer segment is “excellent customer base”.
Here, the customer segment is a range that indicates who is the target of the sales measure. For example, the distinction between the potential customer and the existing customer,
Elements such as customer attributes such as age and occupation, shop royalties, segmentation based on product preferences, and the like are included.

[0111] The point of appeal of this product is that compensation for personal injury can be obtained at the same price, and the access method is direct mail, call center, and solicitation at car dealers in this order. .

These pieces of information can be input directly from the keyboard of the measure maker client 105 or by selecting a desired item from a list box. By pressing the button 603, the input information is transmitted from the policy maker client 105 to the application server 104.

FIG. 8 shows an example of the high-priority measure list displayed on the display of the measure formulator client 105 or the measure executer client 106 in step S4 or S5. The high-priority measure list includes information such as a measure identification number, a measure name, and a measure implementation period. The measure creator or the measure executor can browse this list and select one or more corresponding to the desired measure from the check box 701.

FIG. 9 is a diagram showing an example of a screen for simulating the performance of the measure displayed on the display of the measure maker client 105 in step S4. In the example shown in this figure, it is possible to input display fields for factors such as the unit price of the insurance product, the unit cost of executing the policy, the insurance contract period, the interest rate, and the continuation rate. When the executor of the measure inputs the assumed values in these display fields, the application server 104 performs a simulation based on the changed assumed values, and calculates a new performance index 906.

When the measure executor selects a measure to be executed on the screen shown in FIG. 8, the application server 104 displays the customer information on the display of the client computer, and the customer who is not a target for executing the measure is displayed. Accept the specification of. FIG. 10 shows an example of a screen displayed at this time. Application server 104
Accepts from the user via this screen whether or not to execute measures for each customer. Then, when the check completion button 802 is pressed, the identification number of the specified measure is associated with the customer and stored in the core database 107.

FIG. 11 is a view showing an example of a screen for inputting the result of execution of a measure displayed on the display of the measure executor client 106 in step S5. As shown in the figure, an input screen of a measure execution result includes a display field 1002 for information on a measure selected by the measure executer, a display field 1003 of a customer in charge of the measure executer, and a result of executing the measure for the customer. Input field 1004 is arranged. The measure executor inputs the date and time of accessing the customer, the method of approaching the customer, the approached content, the response of the customer, and the like to the input field 1004.

FIG. 12 is a flow chart showing a case where the measure formulator client 105 or the measure executer client 1 is selected in step S5.
It is a figure which shows an example of the inquiry screen of the execution result of the measure displayed on the display of 06. Graph 110 shown in this figure
The vertical axis of 1 indicates the number of customers, and the horizontal axis indicates stages related to the customer's product purchase. Of these, "target"
Indicates existing customers or potential customers targeted by the measures. “Reach” refers to a customer who has responded to the approach but has not provided product information. “Effective conversation” refers to a customer whose sales representative has been able to have a valid conversation about the product.
The “lead” indicates a customer who has gone one step further from the state of effective conversation and whose sales representative has provided more detailed information on the product. “Contract expected” indicates a customer who is likely to have a contract for product purchase. “Contract” indicates a customer for whom a contract has been made.

A table 1102 at the bottom of the figure shows an index of the performance of the measure. In the present embodiment, the performance index is, for example, (the number of customers in a “closed” state) / (the number of customers in a “target” state),
It is indicated by the rate at which the customer state transitions, such as (the number of customers in the “reach” state) / (the number of customers in the “target” state).

FIG. 13 is a diagram showing an example of a screen of the analysis result of the measure displayed on the display of the measure formulator client 105 in step S6. In the example shown in this figure, information 1201 for specifying the period of execution of the measure, the purpose of the measure, the implementation method, the access method code, and the product group, and the analysis result 1202 for each measure are arranged on the screen. Then, a performance index 1203 for each measure is displayed on the right side of the analysis result 1202. The contents of this index are the same as those described above with reference to FIG.

FIG. 14 shows an example of a screen that recommends the next measure (step S7 → step S3 in FIG. 3) from the accumulation of knowledge according to the present embodiment. The measure creator gives an instruction from the client 105 to display the best measure calculated from the accumulated knowledge, with the product group being car insurance and the purpose of the measure being to cultivate new customers. The business improvement support system 100 calculates recommended measures, and as shown in this figure, the performance index NPV (Net Present Valu
Display the recommended measures in descending order of e).

Although the present embodiment has been described with respect to an example of supporting business improvement in sales business, the present invention
As shown in the table below, it can be applied to various tasks. Table 1 shows examples of operations to which the present invention is applied, components of the operations, and performance indicators.

[0122]

[Table 1]

The business operator using the business improvement support system of the present invention includes a wide range of merchandise sellers, service sellers, and the like. In addition to a system within one company, a seller and its sales agent, or This also includes a form in which terminals such as a manufacturer company and a retailer or a plurality of other businesses are interconnected through a network.

Further, the business improvement support system of the present invention
Although it may be a central system provided in one company, an embodiment that recommends more accurate sales measures by centrally managing data of other companies, multiple companies including other companies, for example, It may be a system such as a service provider (ASP).

Further, the business improvement support system 100 may be provided with a head office server function when each seller is a branch office of a certain corporation, or may be used to support sales policy design of each corporation. A server provided by an external organization may be used.

The input of the execution result of the measure to the business improvement support system 100 also includes a mode of receiving information from another system.

Further, data transmission / reception may be in the form of batch processing or online transaction processing.

(Second Embodiment) Hereinafter, after a description of a network system according to a second embodiment of the present invention, similar to the first embodiment, the business of selling automobile insurance through a car dealer by a casualty insurance company will be described. For example,
A basic flow according to the second embodiment of the present invention will be described.

FIG. 15 is a system configuration diagram showing a basic configuration of a network system according to the second embodiment of the present invention. Note that the configuration of the network system of the present invention is an example, and the present invention is not limited to this.

The network system of the present invention includes seller clients 3 and 3 ′ installed in sellers.

The seller clients 3 and 3 'are usually servers such as large computers, or information processing devices such as personal computers and workstations. In addition, wireless communication terminals such as mobile phones and PHS,
Various information processing devices such as a portable information terminal incorporating these functions, a game device, a dedicated terminal such as an Internet TV, a video conference system, and the like are included.

The seller client is connected to the business improvement support system by a computer network represented by the Internet. FIG. 16 shows a basic hardware configuration of a seller client used in the network system according to the present invention.

The seller client 3, 3 ′ has an input unit 1503 for the seller to input data or input instructions for operations and the like, and temporarily stores the received data or the input data. A display unit 1 for displaying an output of a menu screen, data, etc.
509, a selection unit 1504 for selecting data displayed on the display unit, a transmission unit 1505 for transmitting data to the business improvement support system 1, a reception unit 1506 for receiving data from the business improvement support system 1, and an output for printing out data. The system includes a unit 1507, an Internet connection unit 1510 for connecting to the Internet, and a system control unit 1501 for controlling the entire seller client.

The network system according to the present embodiment includes a business improvement support system 1 connected to a seller client. Business improvement support system 1
Is typically a large server system.

FIG. 17 shows the configuration of a business improvement support system according to this embodiment. The business improvement support system 1 includes a receiving unit 1608 for receiving data from a client computer, a transmitting unit 1607 for transmitting data to the client computer, a search unit 1603 for searching data in a database in response to a request from the client computer, A storage unit 1606 for storing data, a calculation unit 1604 for calculating time for transmitting time information to a client computer, an automatic dial-up unit 1611 for dialing a user's information processing device, and outputting data on a database Output unit 1605, a display unit 1609 required for maintenance of a server computer and a database, an input unit 1602, a system control unit 1601 for controlling the entire business improvement support system, and an interface. Such as the composed Tsu door connecting section 1610.

The business improvement support system 1 includes a database in which data including a list of existing customers and a list of potential customers of a seller is stored.

These are provided in a storage device such as a database server, and the database is constructed by a relational database or the like so as to facilitate data extraction or the like.

The business improvement support system 1 is similar to that shown in FIG.
As shown in the figure, an information element storage unit 1-1, a sales policy design unit 1-2 for designing sales products and other sales policies for potential customers or existing customers extracted based on the results of data analysis, designed sales The negotiation management unit 1-3, which manages data for conducting negotiations on the seller client side by utilizing data according to the measures, and the sales execution result analysis unit 1-
4. It has a sales policy information storage unit 1-5 and a data analysis unit 1-6 for analyzing data.

These control the functions having the functions described later, and an application program for realizing each function performs data processing.

The business improvement support system 1 having the above configuration has the following functions.

That is, the business improvement support system 1 uses the input unit to input basic information necessary for formulating a sales policy, and stores it in the information element storage unit 1-1 in FIG. In addition, the sales policy design unit 1-2 designs a sales policy effective for the target customer. Further, the designed sales policy is stored in the sales policy information storage unit 1-5, and the sales policy is transmitted and output to the seller having the target customer.

Further, when the seller implements the sales policy and inputs the access result and the negotiation result in the seller clients 3 and 3 'and transmits it to the business improvement support system 1, the received sales policy implementation result is transmitted to the negotiation management unit 1. -3. At the same time, the sales execution result analysis unit 1-4 performs totaling, routine analysis, and calculation of sales policy implementation results. Further, the sales policy design section 1-2 automatically creates an effective next sales policy for the customer segment of the seller.

Here, the sales measures formulated in the business improvement support system 1 can be broadly classified according to the following sales purposes. Details of the processing will be described later. (1) Acquisition of new customers. This is to design a sales policy to acquire new customers of the seller. (2) Continued sales including upsell. The purpose is to design a sales policy for the purpose of selling products purchased by the seller's customers or selling upgrade products of the purchased products. (3) Cross sell. That is, a sales measure is formulated for the purpose of selling a new product other than the product purchased by the customer of the seller.

Hereinafter, in this specification, the terms new customer acquisition, up-sell, and cross-sell will be used as necessary.

The business improvement support system 1 includes a customer database in which data including an existing customer list, a prospective customer list, and a potential customer list is stored. In the customer database, customer data is stored for each seller. The customer data is updated based on data transmitted from each seller client. The customer data includes customer attributes such as a customer's name, address, telephone number, age, and gender, as well as sales representatives, purchased items, purchase histories, and various other data.

The business improvement support system 1 is provided with an information element storage unit 1-1 which is a basic information database for storing basic data on business components, factors, and performance indicators for designing sales measures. .

The details of the basic data stored here include the business components and factors related to value provision (value providing factor data), the business components and factors related to value transmission (transmitted factor data), and the calculation of the performance index. Factors and their Data (Basic Measure Data)
Divided into Hereinafter, these will be described.

(1) Value-providing factor data Value-providing factor data includes components of sales business to whom and to whom products are to be sold, and options (factors) for each component. The factors of the business component "to whom" are, for example, specific customers such as distinction between potential customers and existing customers, customer attributes such as age and occupation, customer loyalty degree, product preference, etc. Segment.

Specifically, the factor of the business component “which product” is a factor such as, for example, a combination of a product category and its sub-classification, and a product supplementary service.

(2) Transfer factor data The transfer factor data includes components of a sales operation, such as what type of appeal point, what type of access medium, when, and where. Including alternatives (factors). Here, as an example of the factor “based on what appeal point”, for example, an option including a combination of a type of utility to a customer and a price is an example.

The factors of business components such as access media with customers are, for example, telephone, e-mail, the Internet, and sales staff of a car sales company.

The factors of the business components which determine when to implement the sales measure to the customer include, for example, the timing of forming the motivation to purchase the merchandise and the time at which the customer can access the medium.

Further, the factor of the business component of which place to execute the sales measure to the customer indicates a place where the customer accesses the medium, such as a store, a workplace, and a customer's home.

(3) Basic Policy Data Basic policy data is data necessary for calculating a predicted value and a measured value of a performance index value of a designed policy. For example, the unit cost of implementing the measure relating to the media of the transfer factor, the revenue per unit of sale of the product or service, the standard assumed profit of the product or service, the cost per call per customer, and the cost per visit Includes data on factors such as cost and the cost of printing and distributing per pamphlet.

With the above configuration, in the present invention, it is possible to transmit, receive, and store data between the business improvement support system 1 and each of the seller clients 3, 3 'via the network 2. It becomes possible to design and analyze various sales measures to support marketing.

Next, the flow of the basic processing of the present invention will be described with reference to the example of the automobile insurance sales business in an automobile sales company.

FIG. 18 is a diagram showing a basic processing flow of the present invention. FIG. 19 is a system conceptual diagram showing an overall image of a processing flow in the business improvement support system 1 according to the embodiment of the present invention. In particular, FIG. 19 shows an example of a transition of a screen image on the display unit of the seller client 3, 3 ′. Is shown.

First, at step 1 in FIG. 18, the sales policy designing section 1-2 designs and formulates a sales policy.

The information element storage unit 1-1 stores in advance data relating to each factor of the business component of the value providing factor data and the transmission factor data, and data relating to each factor of the policy basic data. If necessary, these data are corrected and updated as needed by the planner and the implementer. The sales policy design unit 1-2 selects the optimal combination of the value providing factor factor and the transfer factor factor based on the data thus accumulated, and formulates a sales policy. Then, a performance index factor for measuring the performance of the sales measure is selected from the measure basic data, and a predicted performance index value is calculated.

For example, in step 1 of FIG.
In order to design a sales policy for the purpose of acquiring new customers, men (in the forties) and car insurance (what) are selected as value providing factor data. Similarly, as the transfer factor data, price (in what kind of appeal message), agency (in what kind of medium), expiration date of less than 3 months (when), and home (where) are selected. Here, the target number, the expected number of contracts, and the predicted profit are selected as factors in the measure basic data. The expected values of each factor are 100 (number of targets), 10 (expected number of contracts), and 10 (expected revenue).
Is calculated.

Next, data input of the target customer list for the target of the sales measure is performed. The data input may be performed at the time of designing the sales measure, or the potential customer and the prospective customer of each seller may be input in advance. And customer data including existing customers may be input and stored. The input of these data is performed by receiving and inputting the data input in each of the seller clients 3 and 3 ′ through a network, reading and inputting data stored in an information storage medium, and supporting business improvement. This also includes a form in which an input is performed in the input unit 1602 of the system 1.

FIG. 20 is a diagram showing an example of data processing relating to correlation analysis by the sales policy design section 1-2. As an example, a process of analyzing a correlation distribution of purchase results from a product / service and a customer segment based on the customer database 2001 and displaying a result is shown. Here, we extract combinations of customer segments and products or services that are likely to be sold, formulate sales policies to sell the relevant products or services to prospective customers of similar customer segments, and output a target customer list are doing.

The sales measure designing unit 1-2 calculates the degree of belonging to the seller based on the transaction history between the customer and the seller. Further, by combining the degree of belonging and the basic attributes of the customer such as age and address, it is possible to define a customer segment that is highly likely to be sold.

Next, the sales policy design unit 1-2 performs a search based on the value providing factor selected in step 1 in FIG. 18 so far, and stores the data stored in the sales policy information storage unit 1-5. Then, the sales measure data including the transfer factor whose condition matches the selected factor and the measure basic data is extracted. As a result of the search and extraction, when the measures implemented in the past are extracted, the sales measure designing unit 1-2 arranges the past sales measures in descending order of the actual value of the selected performance index factor, and generates a list of the high-priority measures. create.

Further, the sales policy designing section 1-2 can correct the sales policy data and newly register the sales policy data.

Next, an example of a simulation method for calculating an expected profit as a result of executing the selected measure is shown in FIG.
It will be described based on. First, the potential customer list targeted for the measure is segmented using the results of the customer attribute survey and the like (step S2101). Next, an expected closing rate for each customer segment is calculated using the results such as benchmarks of other bases (step S2102). Based on the information, the sales measure designing unit 1-2 performs a process of calculating a contract rate of the entire target customer from the expected contract rate of each customer segment (steps S2103 and S2104).

FIG. 22 is a diagram showing an example of a method for calculating the closing rate of the entire target customer from the expected closing rate for each customer segment. In the figure, the pie chart shows the ratio of subscribers for each type of insurance. Insurance companies such as foreign-affiliated companies that sell low prices, agricultural cooperatives / all workers' accidents, occupations where discounts are applied by size, and professional agencies with high customer loyalty are eligible for insurance. The likelihood of canceling and purchasing new insurance is low. Conversely, policyholders such as other part-time agents and dealers are likely to cancel existing insurance and purchase new insurance. Based on such a low likelihood and a high likelihood, the probability of closing a deal can be determined by the number of subscribers with a high probability of closing × 80% + the number of subscribers with a low probability of closing × 20%.

Further, the contract rate may be calculated based on the best practice opportunity for each policy purpose for each site or the average value of each site, based on the average value of each site.

FIG. 23 shows an example of finding a best practice opportunity from comparison data with other companies in a predetermined period. In this figure, the vertical axis indicates each base of the automobile sales company. The horizontal axis is an index of performance, and indicates the insurance participation rate (%) with respect to the number of vehicles sold at each base. here,
The subscription rate of the insurance sold by the base A is 30%, the subscription rate of the insurance sold by the base B is 25%, and W indicates the average of the subscription rates. The best practice opportunity at the X site, that is, the highest performance index, is obtained from the subscription rate at another site.

FIG. 24 shows an example of a performance index value related to the sales efficiency of an automobile insurance of an automobile dealer.

Further, the sales policy design unit 1-2 calculates the expected profit per contract from the contract unit price and the cost per contract implementation (contract unit cost measure implementation cost), and calculates the number of potential customers at the base. By multiplying by the expected closing rate, the expected profit from implementing the measures is calculated.

The sales policy design unit 1-2 arranges sales policies newly created by the combination of the policy objectives and the policy factors in descending order of expected profit based on the sales policy implementation results, and sells the sales whose predicted profit exceeds a predetermined threshold. Extract measures. In addition, from measures with high expected profit to sales measures that exceed the threshold,
Extract existing or potential customers to be targeted for the measure and create a list of recommended sales measures.

When the seller client selects a desired sales policy from the recommended sales policy list, the sales policy design unit 1-2 assigns the target customer of the determined sales policy to the sales base of the seller and the responsible person. A process of dividing the information into responsible persons and transmitting the divided data to the seller clients 3 and 3 'is performed.

In the seller clients 3 and 3 ', the measure executor may add correction processing to the list, such as deleting a customer who is not suitable as a target when the measure is implemented. FIG. 25 is a system conceptual diagram showing a processing flow in this case. The target customer list 3302 is divided according to the store in charge (S330).
1), transmitted to the seller clients 3, 3 'of each store. The data transmitted to the seller clients 3 and 3 'is corrected based on the experience of the sales representative in charge of contact with the customer (S3303), and the corrected data is transmitted to the business improvement support system 1 (S3304). . The business improvement support system 1 corrects the stored data based on the received data (S3305).

In order to prevent different sales measures from being implemented for the same customer at the same time, a plurality of sales measures for the same customer at the same time can be extracted by giving priorities to the sales measures in advance. In this case, the sales policy can be output together with the data indicating the priority. FIG.
FIG. 6 is a flowchart showing the flow of processing in this embodiment.

The sales policy design unit 1-2 determines whether there is a sales policy with an overlapping target from among the sales policy candidates (S3402). Compare performance index forecasts, such as expected revenues, and incorporate measures with high performance index forecasts into the implementation portfolio.

FIG. 27 is a diagram showing a flow of processing executed when customer attribute items are insufficient.

The sales measure design unit 1-2, of the sales measure data created by the sales measure design unit 1-2, determines the value providing factor of the selected measure, the customer held by the seller,
The prospective and potential customer lists are compared with the customer attribute information (S3501). Next, the customer attribute items that are insufficient in transmitting the appeal value are automatically determined (S35).
02), and output as customer attribute items to be collected at the time of access (S3503). Then, according to a combination of an access medium corresponding to the attribute item that has already been grasped and a script element (question item) corresponding to the attribute item that needs to be newly grasped, direct mail, operator A message including an appeal message in a predetermined medium such as a script, a seller script, and a WEB page is created and reflected on the access medium (S3504).

In preparing the access medium in step 1 in FIG. 18, the access medium used for the sales policy includes:
For example, flyers, catalogs, brochures, DMs, postcards, e-mails, and the like, data inserted therein are automatically extracted according to individual customer attributes to constitute sales support materials. For example, data of recommended products / services according to customer attributes such as annual income, occupation, hobbies, and family structure are inserted into the DM. What kind of data is to be inserted and transmitted to a customer having what kind of customer attribute is set in advance.

Next, the selection measure in step 2 of FIG. 18 is executed and the access result is input.

The customers who have accessed each sales measure are divided into stages such as the implementation of sales measures such as reach customers, successful message transmission customers, and customers who can shift to the next access. From '.

The business improvement support system 1 totals the ratio of passers / non-passers and the attribute distribution status of each sales measure implementation stage and accumulates them in an internal database. In addition, data collected by a follow-up survey such as a questionnaire survey after the measure is externally input as necessary to the business improvement support system 1 and stored in a database. In this way, the input data is centrally managed in the business improvement support system 1. As a result, it becomes possible to access the business improvement support system 1 from the seller clients 3 and 3 ', and to refer to the progress of the sales measure and the access result for the customer.

[0183] The sales measure design unit 1-2 calculates the resource capacity of the staff and the like required for the sales activity for each access stage and performs the scheduling, and sends the work instruction of the next process to each seller. A process is performed to output to clients 3 and 3 ', and to output a list of the progress status of each individual customer and each sales policy so that the general manager manages the progress of the sales policy.

In FIG. 28, as an example of the present embodiment, target customers are allocated to locations based on the planned implementation measures and the target customer list (S3901). At each base, a salesperson operable on the day of the implementation of the measure is searched for, and time information is fed back from the seller clients 3 and 3 'to the business improvement support system 1 via the network 2. The results are tabulated by the planner and the final date of the work,
A worker list is output (S3902).

FIG. 29 shows the flow of processing in the case where the head office of an automobile sales company formulates recommended sales measures, and employees of each sales company select the formulated measures. In the example shown in the figure, the call center inquires the selection results of all the sales companies (step S2904), and examines the date on which the outbound call can be executed (step S2905). The head office creates an outbound call and follow-up schedule based on the result of the examination at the call center and the result of the study of the possible follow-up date for the customer after executing the measures at the automobile sales company (step S2908).

[0186] The business improvement support system 1 also determines the non-passing customers in each stage based on the final access result stage, customer attributes, and information obtained during sales activities.
Processing to automatically extract customers who can re-approach, processing to automatically search for points where measures are not appealing for the customer attributes recognized by the system, and processing to output sales promotion methods appropriate to each customer And do. FIG. 30 shows an example of the processing of the present embodiment. As a result of the implementation of the sales measure, the measure next to the performance index predicted value is automatically assigned to the prospect who is rejected at the time of transmitting the message, and the measure is executed (step S3004).

The sales policy design section 1-2 analyzes the results based on the negotiation results input to the seller clients 3 and 3 'and transmitted to the business improvement support system 1, and automatically recommends the next sales policy to be taken. (Steps 3 and 4 in FIG. 18).

The business improvement support system 1 divides sales measures into groups defined by the purpose of the measures and the target product or service, and subdivides the sales measures in each group into customer segments as necessary. And processing to be performed. Then, the performance of each component of the value-providing factor and the transmission factor within each group or sub-group, or the combination thereof, is related to the stage of the sales policy implementation such as a reach customer, a message transmission successful customer, and a next accessible customer. Perform evaluation and scoring.

Next, the business improvement support system 1 combines the value providing factor with the best score (analysis objective value) and the transmission factor within the group or subgroup, and calculates the calculated expected cost and expected cost in implementing the sales policy. Based on the profit, a process of extracting a sales measure exceeding a threshold of the performance index set by the user as a sales measure candidate for the next and subsequent times is performed.

Further, the sales policy extracted by the negotiation result analysis function of the business improvement support system 1 is registered in the storage device, and a new policy based on a combination of another policy purpose and a policy factor is input from the input unit 1602. In this case, a sales measure portfolio that is expected to have the highest performance index value is created under the constraints of the prospective seller and the number of existing customers.

In addition, the data stored in the sales policy information storage unit 1-5 is updated based on the result of the negotiation, and when designing a new sales policy, the most effective in each customer segment by policy objective and product / service. It is possible to extract appropriate sales policy design information. As a result, the profitability of the sales policy can be increased each time the sales policy is performed. FIG. 19 shows a processing flow of these embodiments.

In FIG. 19, a sales measure is formulated in step 1, and a measure is executed by the seller while confirming the negotiation situation in step 2. Step 3
In step 4, the results of the measures taken in this way are analyzed, and in step 4, the combination of the factors of the implemented measures is accumulated as knowledge together with the performance index. Furthermore, measures taken in the past are arranged based on the performance index, and measures exceeding the threshold are recommended.

The business improvement support system 1 accumulates the sales policy implementation results in the sales policy information storage unit 1-5 based on the results of the negotiation. The sales policy design unit 1-2 learns the most effective sales policy design for each customer segment based on the accumulated execution results.

In the present invention, data indicating the result of implementing a sales measure is accumulated as shown in FIG. 19, and feedback is provided to the next and subsequent marketing measures. By repeating this series of processes, more detailed and accurate sales measures can be selected.

In the present embodiment, a sales policy frame including a value providing factor, a transmission factor, and a policy purpose is created in advance and the sales policy implementation results are accumulated, so that the hypothesis of the policy maker is verified by the implementation result data. Learning function is exhibited. In addition, by creating a sales policy frame consisting of value providing factors, transfer factors, and policy objectives in advance, it is possible to input the past sales policy implementation results and the hypotheses of policy makers into the same frame and perform statistical processing, and More effective sales measures are recommended than results based solely on the results of implementing the measures or the intuition of the planner.

Next, the flow of the embodiment of the sales operation support system according to the present invention will be described with reference to a marketing support system for sales of automobile insurance using a car sales company as an example. ) Will be described. Note that the present embodiment is an example, and the present invention is not limited to this.

In the following embodiment, the product / service manufacturer is an insurance company, and the products / services subject to sales measures are
The service is car insurance. Further, it is assumed that a car sales company is assumed as a seller, and the target customer is assumed to be a customer who has purchased a car from the seller. The customer list is stored in the information element storage unit 1-1 provided in the business improvement support system.
1 is stored.

Step 1: Formulation of a sales policy A table for storing data including a policy objective, a value providing factor, a transmission factor, and policy basic data is created in the information element storage unit 1-1. Each element of the stored data is
The data is as listed below.

(1) Objective of the Measures ・ Sales of automobile insurance to customers who have enrolled in automobile insurance but have not purchased automobile insurance via the automobile sales company.・ Car insurance sales to first-time car buyers.・ Continue promotion of existing customers who purchase car insurance through car insurance companies.・ Switch sales of higher value-added products to existing customers who have purchased automobile insurance through an automobile insurance company.

(2) Value providing factor Customer segment (to whom) Customers are grouped according to combinations of the following component options (factors).・ Evaluation of the customer's sense of belonging to a car sales company on a five-point scale.・ Segmentation every 10 years according to the age attribute of the customer.・ Segmentation according to the type of car owned by the customer (leisure car, sports car, family car, luxury car, van, etc.). 2. Combination of product type and special contract (what) The product type is, for example, car insurance with personal injury, SAP, PAP, BAP, and the like. The types of special contracts include age-unsecured special contracts, family-limited special contracts, and child special contracts.

(3) Transfer factor The appeal message (what message) is low price, reasonable price, high compensation, aftercare and so on. 2. Medium (in which access medium) telephone, direct mail, e-mail, person, etc. 3. When ・ Motivation for purchasing automobile insurance One month, two months, three months before the expiration date of the current contract, or during a business negotiation to purchase a new car.・ Media access time for customers Data such as days of the week and time zones. 4. Where home, workplace, car dealers and so on.

(4) Measure basic data Measure NPV, reach rate, effective conversation rate, contract rate, reach 1
Performance metrics, such as media cost per transaction,
Basic data such as sales policy cost unit price and insurance agency commission.

Next, a data mart is constructed by connecting the automobile sales, service and accident warehousing database at each base of the automobile sales company to the automobile insurance sales support ASP via a network. Here, if the seller has multiple stores,
The sales performance between each site is compared with the contract rate, the continuation rate, and other indicators, and the best practice opportunities for each policy purpose are calculated.
Based on the results, the expected profit for each measure is calculated, and the purpose of the high-priority measure is determined.

Further, by assigning weights for each customer segment for each purpose of the measure, it is possible to calculate the expected contract rate and the expected profit.

For example, in a policy of selling car insurance to a customer who has subscribed to car insurance but has not purchased car insurance through the car sales company, a car insurance contract is contracted with another agent for reasons such as a connection. The customer segment that has a low closing rate has a high closing rate, while the customer segment that has a car insurance policy at another car dealership has a high closing rate. This probability of closing is calculated using questionnaire surveys, focus interviews and past data.

When there is past sales measure data, the past measure data and the performance index actual value are input to a sales measure frame including a measure purpose, a value providing factor, and a transfer factor. Regarding the transmission factor, access media to the customer are arranged in chronological order, and a plurality of accesses are registered after the first access. When a past sales measure is implemented by the system according to the present embodiment, the measure data and the performance index actual value are automatically displayed in a table including the measure purpose, the value providing factor, and the transfer factor.

In order to calculate the expected profit, the business improvement support system 1 must store the performance index value factor and the basic data for calculating the past sales performance and the budget value as the basic data of the above-mentioned measures. Must. Basic data such as the average unit price of each automobile insurance product, insurance agency commissions of car dealers, and sales policy costs (direct mail unit price, telephone unit price, personnel unit price, etc.) and contract rates, message transmission success rates, reach rates, etc. From the expected value, an expected value of a performance index such as NPV is calculated.

If past sales policy data does not exist in a form suitable for the sales policy frame, information on correlation analysis of a part of the factors of the sales policy frame is given. For example, a recommended product is proposed for each attribute segment of a potential customer by correlation analysis of who purchases what product. In other words, customers in their twenties recommend SAP or BAP based on the result that they do not have auto insurance with personal injury. Alternatively, as shown in FIG. 31, based on an analysis that a customer who is in a certain car model and a customer with a higher degree of belonging have a higher participation rate of personal insurance with personal injury, this customer segment has personal injury. I recommend car insurance.

[0209] If there is no or insufficient past sales policy data, the sales policy creator considers the sales policy that is considered to be highly profitable based on his or her own experience, or the policy that the tester wants to test to determine the purpose and value of the policy. It is determined by selecting the factors of the sales policy frame consisting of the providing factor and the transmitting factor.

Next, the measurer decides a performance index. As a result, the business improvement support system 1 displays the necessary basic data for calculating the performance index expected value, and the measure formulator inputs the expected value of the basic data from the measure formulator client 105. The expected value of the basic data of the measures implemented in the past is automatically displayed. Thereby, the performance improvement expected value is calculated by the business improvement support system 1.

[0211] The measurer is the measurer client 1
A desired measure is selected from the measure list displayed in 05. Receiving the input, business improvement support system 1
Outputs a list of target customers for each measure to the seller clients 3, 3 'of the car insurance sales staff at each base. If the person in charge determines that the implementation of the sales policy is not preferable, he / she can operate the seller clients 3 and 3 'to exclude the specific customer from the sales policy. For example, sales policy exemption is performed based on information about the likelihood that has not been accumulated in the business improvement support system 1 because, for example, a sales effort was recently made but it was useless.

Further, taking into account the constraint conditions of the capacity of the access medium included in the transmission factor and the resource capacity of necessary personnel, etc., the schedule for implementing the measure (when)
To determine.

In preparation for recording the execution result of the sales measure, the past measure and the actual performance are statistically processed, or the value providing factor and the transfer factor are associated with each item based on the rule of thumb of the measure creator. Define a stage of deep sales policy execution and a performance index that measures the pass rate of that stage.

For example, when the sales policy is defined as follows, the reach ratio to the target customer as a performance index closely related to the media, when and where, and the reach customer as a performance index closely related to the appeal message. The message transmission rate to the customer, and the message delivery success rate as the performance index closely related to the value providing factor is the closing rate or the next access transition rate of the successful customer.

Next, the definition contents are input to the business improvement support system.

An example of the sales policy defined above is shown. (1) Objective of the measure Car insurance sales to customers who have taken out car insurance but have not purchased car insurance through the car dealership.

(2) Value-providing factors Customer segment (to whom): Family car owner in their forties Product (what): All car insurance except BAP and all special contracts for eligible persons

(3) Transfer factor <First access> Appeal message (what kind of message): low price Medium (in which access medium): telephone When: Potential customer within 2 months of current contract expiration (expiration date unknown) Where: Home <Second access> Appeal message (what kind of message): Aftercare Medium (in any access medium): Auto insurance sales representative When: Within two months of the current contract expiration From 10am to 4pm on weekdays to potential customers (even those with unexpired dates) Where: Home

Step 2: Implementation of Measures When the access medium of the first access is a telephone, the person in charge of the telephone talks with the customer who can reach according to the script prepared in advance based on the sales measure. . Thereafter, the contents spoken for each customer, whether the message transmission was possible, and the likelihood of shifting to the second access or closing the contract are input to the seller clients 3, 3 '. The input data is stored in the business improvement support system via the network.

[0220] Customer information having a high possibility of shifting to the second access or closing a contract is transmitted from the sales client 3 or 3 'via the network 2 to the automobile insurance sales representative from the business improvement support system 1. Based on that information, the car insurance clerk calls the potential customer and makes an appointment for the date and time of the visit.

Data indicating a sales policy to be taken at the time of visit is transmitted from the business improvement support system 1 as customer information and a sales method, and car insurance is sold with reference to the information. Thereafter, the merchant client 3, 3 'inputs the content spoken to the customer, whether the message transmission was possible, and the likelihood of shifting to the third access or closing the deal.

The input data is stored in the business improvement support system 1 via the network. The third access transfer is not recorded in this embodiment. However, among the target customers, those customers who have made a contract within a predetermined period after the start of the second access are recorded as results of the sales policy.

[0223] Scripts in the case where the sales support medium and the person are the access medium that are passed to the target customer by electronic, mail, personal delivery, or the like are templated against the results of past sales measures. When a sales measure is determined, the template that fits best is automatically selected. By asking a customer a predetermined question during the implementation of a sales measure and reflecting the result in the template, the contents of the template can be customized. For example, after hearing the current terms and conditions of contracts with other companies, the content of recommending personal injury / auto insurance with vehicles to SAP contractors of grade 16 or higher is reflected in the template.

Next, the first access, the second access passage status, the contract status, and the attribute information of the passer and the non-passer in each access are obtained from the business improvement support system 1 by the policy creator and the first access. Sent daily to the telephone client and the seller client of the second access car insurance sales representative.

[0225] Based on the information, the measure formulator corrects the script of the first access and the second access and the sales method, and gives an instruction to each person in charge of access via the business improvement support system 1. The first access telephone person and the second
The access car insurance sales clerk devises their own response by referring to the list of results of each clerk distributed from the business improvement support system 1 and the comparison table of plans and results.

As a result of the sales measures, the non-passers of each stage are automatically listed as re-approach targets, and the next best sales measures are automatically recommended by the business improvement support system 1.

Step 3: Result Analysis The results of the sales policy are displayed in the sales policy frame including the policy objective, the value providing factor, and the transmission factor. The displayed results are the actual value of the performance index of each stage recorded in step 2 and the profitability of the sales measure.

Passing through each stage, attribute analysis of non-passers,
In addition, a customer segment to which the measure fits, a customer segment to which the measure does not fit, and a factor analysis thereof are performed by a questionnaire survey or the like performed after the fact.

A plurality of sales measures implemented at the same time are collected in the same table, and the same customer segment is used as a key.
The contents of other value providing factors, transfer factors and performance index values are displayed.

The actual value of the performance index of the sales policy execution stage having a strong correlation with the respective business components of the value providing factor and the transmission factor defined before the policy execution is calculated. In other words, in this embodiment, the access medium, the when and where factors are the reach rate to the target customer,
The appeal message is the message transmission rate to the reach customers, and the value providing factor is the success rate or the next access transfer rate of the successful message transmission customer.

Step 4: Regeneration of High-priority Measure List and Accumulation of Knowledge Data showing the results of the sales measures of this embodiment are accumulated as past data, and are used as knowledge for designing the next and subsequent sales measures. Be utilized. As shown in step 3 and step 4 in FIG. 19, consider a combination of factors of business components in which the performance index values of stages 1, 2, and 3 are the highest, with “who” or “what” as a key. Then, they are arranged in descending order of the profit performance index values, and are stored in the business improvement support system 1 as knowledge for the next policy formulation. In this way, by creating a policy frame including a value providing factor, a transmission factor, and a policy purpose in advance, it is possible to manage the results of the sales policy in a common format and to effectively utilize the result as a knowledge base. In addition, the value provision factor, transmission factor, and the policy frame for the purpose of the policy enable the use of personal data of policy makers who are not stored in the business improvement support system, and formulate sales policies and policy plans that rely solely on data. Compared to policy development that relies solely on the intuition of the person, it achieves remarkable effects and learning speed.

The preferred embodiments of the present invention have been described above. However, it goes without saying that the present invention is not limited to the above-described embodiments, but can be implemented in other various forms. For example, the term business used in the present invention is not limited to the above embodiment. Further, the customer in the above-described embodiment is merely an example of the target of the measure, and the present invention can be applied to execution of the measure for various other target persons.

[0233]

As explained in detail above, according to the present invention, it is possible to dramatically improve the performance index value of both the quality of the measure and the cost as follows.

<Improvement of quality> ・ Even if there is no data stored in the information system at first, the tacit knowledge possessed by each individual is utilized to formulate and execute the desired policy, analyze the results, and provide feedback to the next policy. The cycle can be turned scientifically, and the performance of the measure improves.・ Measure components are factors for data mining (correlation analysis), and data mining can be performed without advanced skills.・ By formulating measures by selecting factors of business components, it is easy to formulate and analyze measures, and the level of the person in charge of operation takes the initiative in formulating and executing measures, analyzing the results, and feeding back to the next measure. It becomes possible.・ The information system supports the cycle of policy development / execution, result analysis, and feedback to the next policy, thereby reducing the cost of running the cycle and shortening the time for information collection and analysis. The number of cycles that can be turned is dramatically increased, and the learning effect is improved.・ Multiple policy planners and policy executors report the results of colleagues randomly selected nationwide without going through the hierarchy of the organization as knowledge that hides specific information such as personal names,
Since knowledge is instantly shared, new measures and measures for executing the measures can be made. -By defining policy components and performance indicators, policies that are expected to be more effective can be automatically generated, and the policy executor can navigate to the policy executor without searching for knowledge. -By providing the knowledge database at the external centralized center, knowledge of other companies and channels without capital relations can be aggregated without requiring disclosure of company-specific information.

<Reduction of Cost> The cost for collecting, analyzing, and discussing information necessary for formulating a measure can be reduced, and the time can be shortened.
As a result, the frequency and quality of policy making can be increased. -It is also possible to reduce the cost and time required for collecting information for confirming the execution status of the measure, confirming the progress, and providing advice. As a result, the frequency and quality of advice can be increased. -By standardizing and automating the result analysis, the cost and the time required for the result analysis can be reduced. As a result, the frequency and quality of results analysis can be increased.・ In addition, based on the results of past measures, the cost and time required to collect, analyze, and discuss information for considering higher-performance measures can be reduced. As a result, the frequency and quality of considering higher performing measures can be increased.

[Brief description of the drawings]

FIG. 1 is a system configuration diagram showing an example of a network system to which the present invention has been applied.

FIG. 2 is a block diagram showing a hardware configuration of a computer system used as a server computer according to one embodiment of the present invention.

FIG. 3 is a flowchart showing a procedure of a business improvement support method according to an embodiment of the present invention.

FIG. 4 is a business component (task component) of a business.
FIG. 3 is a diagram showing an example of a frame, its business components (task components), and possible options (factors) of each business component.

FIG. 5 is a diagram illustrating an example of a business policy objective;

FIG. 6 is a diagram illustrating an example of a screen displayed on a display of a client computer.

FIG. 7 is a diagram illustrating an example of a screen displayed on a display of a client computer.

FIG. 8 is a diagram illustrating an example of a screen displayed on a display of a client computer.

FIG. 9 is a diagram illustrating an example of a screen displayed on a display of a client computer.

FIG. 10 is a diagram illustrating an example of a screen displayed on a display of a client computer.

FIG. 11 is a diagram illustrating an example of a screen displayed on a display of a client computer.

FIG. 12 is a diagram illustrating an example of a screen displayed on a display of a client computer.

FIG. 13 is a diagram illustrating an example of a screen displayed on a display of a client computer.

FIG. 14 is a diagram illustrating an example of a screen displayed on a display of a client computer.

FIG. 15 is a system configuration diagram showing a basic configuration of a network system according to the present invention.

FIG. 16 is a block diagram showing a basic hardware configuration of a seller client used in the system of the present invention.

FIG. 17 shows a configuration of a network system according to an embodiment of the present invention.

FIG. 18 is a diagram showing a basic processing flow according to an embodiment of the present invention.

FIG. 19 is a conceptual diagram showing an overall image of a processing flow in the network system according to the embodiment of the present invention.

FIG. 20 is a diagram showing data processing by a sales measure designing unit according to an embodiment of the present invention.

FIG. 21 is a diagram showing a procedure of processing according to an embodiment of the present invention.

FIG. 22 is a diagram illustrating an example of a method of calculating a contract rate of the entire target customer from an expected contract rate of each customer segment.

FIG. 23 is a diagram illustrating an example of obtaining a best practice opportunity from comparison data with another company during a predetermined period.

FIG. 24 is a diagram showing an example of a performance index value related to the sales efficiency of an automobile insurance of an automobile sales company.

FIG. 25 is a diagram showing a procedure of processing according to an embodiment of the present invention.

FIG. 26 is a diagram showing a procedure of processing according to an embodiment of the present invention.

FIG. 27 is a diagram showing a procedure of processing according to an embodiment of the present invention.

FIG. 28 is a diagram showing a procedure of processing according to an embodiment of the present invention.

FIG. 29 is a diagram showing a procedure of processing according to an embodiment of the present invention.

FIG. 30 is a diagram showing a procedure of processing according to an embodiment of the present invention.

FIG. 31 is a diagram showing data processing by a sales measure designing unit according to an embodiment of the present invention.

[Explanation of symbols]

DESCRIPTION OF SYMBOLS 1 Business improvement support system 1-1 Information element accumulation part 1-2 Sales measure design part 1-3 Business negotiation management part 1-5 Sales measure information storage part 1-4 Sales execution result analysis part 2 Network 3, 3 'seller client REFERENCE SIGNS LIST 100 Business improvement support system 101 Internet 102 Core DB server 103 Policy DB server 104 Application server 105 Policy creator client 106 Policy executor client 107 Core database 108 Policy database 200 Computer system 201 CPU 202 RAM 203 ROM 204 Hard disk 205 CRT 206 Communication interface 207 bus 500 menu 505, 506, 507, 508, 509 area 600 screen 603 button 605, 1002, 1003, 100 Display field 606,607,608,609,610,611,6
12 input field 701 check box 802 check completion button 906, 1203 performance index 1101 graph 1102 table 1201 information 1202 analysis result 1501 system control unit 1503 input unit 1504 selection unit 1505 transmission unit 1506 reception unit 1507 output unit 1508 temporary storage unit 1509 display unit 1510 Internet connection section 1601 System control section 1602 Input section 1603 Search section 1604 Calculation section 1605 Output section 1606 Storage section 1607 Transmission section 1608 Receiving section 1609 Display section 1610 Internet connection section 1611 Automatic dial-up section 2001 Customer database 3302 Target customer list

Claims (37)

[Claims] 1. A business improvement support system for supporting business improvement based on the execution of a business measure, comprising: a plurality of constituent elements constituting the business; and a component storage storing options that can be taken by each of the constituent elements. Means, input means for inputting a plurality of measures consisting of a combination of options stored in the component storage means, and at least one of the measures input by the input means
Receiving means for receiving one of the two selections; actual value receiving means for receiving an actual value of a performance index indicating the performance of the measure selected by the receiving means; And a performance index calculating means for obtaining the performance index for each of the measures input by the input means. 2. The business improvement support system according to claim 1, wherein: a list creating unit that creates a list in which measures input by the input unit are arranged according to the performance index obtained by the performance index calculating unit. And a list transmitting means for transmitting the list created by the list creating means. 3. The business improvement support system according to claim 1, wherein, based on the performance index obtained by the performance index calculating means, a measure to be recommended from among the measures input by the input means. A business improvement support system further comprising a determination means for determining. 4. The business improvement support system according to claim 3, wherein the measure to be recommended is a measure in which a performance index obtained by the performance index calculating means exceeds a predetermined threshold. Business improvement support system. 5. The business improvement support system according to claim 1, wherein based on the actually measured value of the performance index received by the actually measured value receiving means, the options stored in the component element storing means are combined and the execution is recommended. A business improvement support system further comprising a measure creating means for creating a new measure to be performed, wherein the performance index calculating means further obtains a performance index of the measure created by the measure creating means. 6. The business improvement support system according to claim 5, further comprising: knowledge collection means for collecting knowledge indicating a relationship between the measure and the performance index from outside.
The business improvement support system, wherein the performance index calculating means obtains the performance index by further using the knowledge collected by the knowledge collecting means. 7. The business improvement support system according to claim 5, wherein the measure to be recommended for execution is a measure whose performance index exceeds a predetermined threshold. 8. The business improvement support system according to claim 5, wherein the measure creating means recommends the execution by a statistical analysis in which the performance index is an explained variable and the component options are explanatory variables. A business improvement support system that seeks measures to be taken. 9. The business improvement support system according to claim 5, wherein said receiving means is a measure inputted by said input means, a measure created by said measure creating means, and obtained by said performance index calculating means. A measure transmitting means for transmitting a performance index to an external information processing apparatus; and a measure receiving means for receiving a selection of at least one measure to be executed by an implementer of the measure from the measures transmitted by the measure transmitting means. Business improvement support system characterized by having: 10. The business improvement support system according to claim 5, further comprising: change accepting means for accepting a change in an option constituting a measure created by said measure creating means, wherein said performance index calculating means comprises: A business improvement support system characterized by further obtaining a performance index of a measure including an option whose change has been received by a receiving means. 11. The business improvement support system according to claim 1, further comprising: knowledge collection means for collecting knowledge indicating a relationship between the measure and the performance index from outside.
The business improvement support system, wherein the performance index calculating means obtains the performance index by further using the knowledge collected by the knowledge collecting means. 12. The business improvement support system according to claim 1, further comprising: a measured value transmitting unit that transmits a measured value of the performance index of the measure received by the measured value receiving unit in response to a request received from outside. A business improvement support system further provided. 13. The business improvement support system according to claim 1, wherein: a measure target information storage unit that stores information on a target who should execute the measure; and a target person stored in the measure target information storage unit. And a means for transmitting information on the subject and accepting designation of a subject who should execute the measure from the transmitted subjects. 14. The business improvement support system according to claim 1, wherein the receiving unit transmits a measure input by the input unit to an external information processing device; And a measure accepting unit for accepting a selection of at least one measure to be executed by the implementer of the measure from the transmitted measures. 15. The business improvement support system according to claim 1, wherein the business is any one of a sales business, a purchasing business, a manufacturing business, a research and development, an indirect business, a general affairs, a hiring business, an educational business, and an investment business. Business improvement support system characterized by including. 16. The business improvement support system according to claim 1, wherein the business is a sales business, and the component includes a component indicating who, what, and how to sell the product. Business improvement support system characterized by including. 17. An information processing apparatus that communicates with the business improvement support system according to claim 9 through a network, wherein: the means for receiving the measure transmitted by the measure transmitting means; Means for selecting at least one measure to be executed by the implementer of the measures from the measures included in the measure, and means for transmitting the measure selected by the selecting means to the measure accepting means An information processing apparatus characterized by the above-mentioned. 18. The information processing apparatus according to claim 17, further comprising means for transmitting an actually measured value of the performance index of the measure selected by said selecting means to said business support system. Processing equipment. 19. A business improvement support method using a system for supporting business improvement based on execution of business measures, comprising a plurality of constituent elements constituting the business and options that can be taken by each of the constituent elements. A plurality of measures, which are stored in the element storage means and are composed of a combination of options stored in the component storage means, are input, and at least one of the input measures is selected, and the selection is received. A business improvement support method, comprising: receiving a measured value of a performance index indicating the performance of the above-mentioned measures; and obtaining the performance index of the input measure based on the received measured value of the performance index. 20. The business improvement support method according to claim 19, wherein a list in which the input measures are arranged is created according to the obtained performance index, and the created list is transmitted. Business improvement support method. 21. The business improvement support method according to claim 19, further comprising determining, from the inputted measures, a measure to be recommended for execution, based on the obtained performance index. Business improvement support method. 22. The business improvement support method according to claim 21, wherein the measure to be recommended is a measure in which the obtained performance index exceeds a predetermined threshold. Method. 23. The business improvement support method according to claim 19, further comprising: combining options stored in the component storage unit based on the actually measured value of the received performance index.
A business improvement support method comprising: creating a new measure to be recommended for execution; and obtaining a performance index of the created measure. 24. The business improvement support method according to claim 23, further comprising: externally collecting knowledge indicating a relationship between the measure and the performance index; and using the collected knowledge to determine the performance index. A business improvement support method characterized by seeking. 25. The business improvement support method according to claim 23, wherein the measure to be recommended is a measure in which the performance index exceeds a predetermined threshold. 26. The business improvement support method according to claim 23, wherein, when the measure is created, the execution is performed by statistical analysis using the performance index as an explanatory variable and the component options as explanatory variables. A business improvement support method characterized by creating recommended measures. 27. The business improvement support method according to claim 23, wherein when the selection of the measure is received, the input measure and the created measure are transmitted to an external information processing apparatus. A business improvement support method, characterized in that a executor of the measure receives a selection of at least one measure to be executed from the performed measures. 28. The business improvement support method according to claim 23, further comprising: accepting a change in an option constituting the created measure, and obtaining a performance index of the measure including the accepted option. Business improvement support method. 29. The business improvement support method according to claim 19, further comprising: externally collecting knowledge indicating a relationship between the measure and the performance index, and further using the collected knowledge to perform the performance index. A business improvement support method characterized by seeking 30. The business improvement support method according to claim 19, further comprising transmitting, in response to a request received from outside, an actually measured value of the performance index of the received measure. Method. 31. The business improvement support method according to claim 19, further comprising the step of transmitting information on a target person to execute the measure stored in the measure target information storage means, and transmitting the information among the transmitted target persons. Receiving a designation of a target person to execute the above-mentioned measure. 32. The business improvement support method according to claim 19, wherein when the selection of the measure is received, the input measure is transmitted to an external information processing device, and the received measure is selected from the transmitted measures. A task improvement support method, wherein the executor of the measure receives selection of at least one measure to be executed. 33. The business improvement support method according to claim 19, wherein the business is any one of sales business, purchasing business, manufacturing business, research and development, indirect business, general affairs, recruitment business, education business, and investment business. A business improvement support method comprising: 34. The business improvement support method according to claim 19, wherein the business is a sales business, and the component includes a component indicating who, what, and how to sell the product. A business improvement support method characterized by including: 35. The business improvement support method according to claim 32, wherein the information processing apparatus that communicates with the business improvement support system through a network receives the transmitted measure, and the information processing apparatus receives the received measure. At least one of the measures included in the measure to be executed by the implementor of the measure
A business improvement support method, comprising: selecting one of the measures and transmitting the selected measure to the business improvement support system in the information processing device. 36. The business improvement support method according to claim 35, further comprising transmitting a measured value of a performance index of the selected measure from the information processing device to the business improvement support system. Business improvement support method. 37. A computer program for supporting business improvement based on the execution of a business measure, comprising: providing a plurality of components constituting the business and options which can be taken by each of the components to the computer; Storing in a storage unit; inputting a plurality of measures including a combination of options stored in the component storage unit; accepting a selection of at least one of the input measures; Receiving a measured value of the performance index indicating the performance of the received measure; anda determining a performance index of the input measure based on the received measured value of the performance index. Computer characterized by recording Readable recording medium.