{"id":5996,"date":"2023-12-24T17:13:31","date_gmt":"2023-12-24T08:13:31","guid":{"rendered":"https:\/\/dgloss.co.jp\/?post_type=column&p=5996"},"modified":"2023-12-24T17:13:55","modified_gmt":"2023-12-24T08:13:55","slug":"call-center-kpi","status":"publish","type":"column","link":"https:\/\/dgloss.co.jp\/en\/column\/call-center-kpi\/","title":{"rendered":"\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306eKPI\u4e00\u89a7\uff0113\u500b\u306e\u6307\u6a19\u3084\u8a08\u7b97\u5f0f\u30fb\u6539\u5584\u30dd\u30a4\u30f3\u30c8\u3092\u89e3\u8aac"},"content":{"rendered":"\n
\n
\"\"<\/figure>\n<\/figure>\n\n\n\n

\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u6700\u7d42\u76ee\u6a19\u3067\u3042\u308b\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u3092\u5b9f\u73fe\u3055\u305b\u308b\u306b\u306f\u3001\u73fe\u72b6\u306e\u8ab2\u984c\u3092\u628a\u63e1\u3057\u6539\u5584\u3059\u308b\u3053\u3068\u304c\u5927\u5207<\/font><\/strong>\u3067\u3059\u3002<\/p>\n\n\n\n

\u3057\u304b\u3057\u3001\u696d\u52d9\u306e\u7169\u96d1\u5316\u3084\u696d\u754c\u5168\u4f53\u306b\u898b\u3089\u308c\u308b\u6162\u6027\u7684\u306a\u4eba\u624b\u4e0d\u8db3\u306a\u3069\u306e\u8ab2\u984c\u304b\u3089\u3001\u76ee\u6a19\u3092\u7acb\u3066\u3065\u3089\u3044\u3068\u982d\u3092\u60a9\u307e\u305b\u308b\u62c5\u5f53\u8005\u306f\u5c11\u306a\u304f\u3042\u308a\u307e\u305b\u3093\u3002<\/p>\n\n\n\n

\u305d\u3053\u3067\u5f79\u306b\u7acb\u3064\u306e\u304c\u3001KPI\u306e\u8a2d\u5b9a\u3067\u3059\u3002<\/p>\n\n\n\n

\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306eKPI\u306b\u3082\u3055\u307e\u3056\u307e\u306a\u7a2e\u985e\u304c\u3042\u308b\u305f\u3081\u3001\u76ee\u7684\u306b\u5408\u308f\u305b\u3066\u8a2d\u5b9a\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n\n\n\n

\u672c\u8a18\u4e8b\u3067\u306f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306eKPI\u4e00\u89a7<\/strong>\u3092\u7d39\u4ecb\u3057\u307e\u3059\u300213\u500b\u306e\u6307\u6a19<\/strong>\u3084\u8a08\u7b97\u5f0f<\/strong>\u306e\u4ed6\u3001\u6539\u5584\u30dd\u30a4\u30f3\u30c8<\/strong>\u3082\u7d39\u4ecb\u3057\u307e\u3059\u306e\u3067\u3001\u305c\u3072\u53c2\u8003\u306b\u3057\u3066\u307f\u3066\u304f\u3060\u3055\u3044\u3002<\/p>\n\n\n\n

\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306eKPI\u3068\u306f \uff1f<\/h2>\n\n\n\n
\n
\"\"<\/figure>\n<\/figure>\n\n\n\n

KPI\uff08Key Performance Indicator\uff09\u306f\u3001\u91cd\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\u306e\u3053\u3068<\/font><\/strong>\u3067\u3059\u3002<\/p>\n\n\n\n

\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u672c\u6765\u306e\u76ee\u7684\u306f\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u3067\u3059\u304c\u3001\u696d\u52d9\u3092\u9042\u884c\u3059\u308b\u3046\u3048\u3067\u306f\u5fdc\u5bfe\u54c1\u8cea\u3084\u30b9\u30bf\u30c3\u30d5\u306e\u30e2\u30c1\u30d9\u30fc\u30b7\u30e7\u30f3\u306a\u3069\u306e\u7ba1\u7406\u304c\u5927\u5207\u3067\u3059\u3002<\/p>\n\n\n\n

\u307e\u305f\u3001\u4f01\u696d\u304c\u6c42\u3081\u308b\u8981\u7d20\u3084\u696d\u52d9\u5f62\u614b\u306a\u3069\u306e\u9055\u3044\u3082\u3042\u308b\u305f\u3081\u3001\u8a2d\u5b9a\u3059\u3079\u304dKPI\u306f\u305d\u308c\u305e\u308c\u540c\u4e00\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u3002<\/p>\n\n\n\n

\u3055\u3089\u306b\u3001\u4f01\u696d\u304c\u72ec\u81ea\u306b\u8a2d\u5b9a\u3059\u308b\u6307\u6a19\u3082\u3042\u308b\u305f\u3081\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306eKPI\u306f\u591a\u5c90\u306b\u308f\u305f\u308b\u306e\u3082\u7279\u5fb4<\/strong>\u3067\u3059\u3002<\/p>\n\n\n\n

\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u5411\u3051\u306eKPI\u4e00\u89a7<\/h2>\n\n\n\n
\n
\"\"<\/figure>\n<\/figure>\n\n\n\n

\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u5411\u3051\u306eKPI\u306f\u30014\u3064\u306e\u30ab\u30c6\u30b4\u30ea\u306b\u5927\u5225\u3055\u308c\u307e\u3059\u3002<\/p>\n\n\n\n

\u30ab\u30c6\u30b4\u30ea<\/th>KPI<\/th>\u6982\u8981<\/th><\/tr>
\u5fdc\u5bfe\u54c1\u8cea<\/td>\u5fdc\u7b54\u7387
\u653e\u68c4\u547c\u7387
\u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb
ASA\uff08\u5e73\u5747\u5fdc\u7b54\u901f\u5ea6\uff09<\/td>		\u5fdc\u7b54\u7387\u3084\u5fdc\u5bfe\u306e\u8cea\u3092\u6e2c\u308b<\/td><\/tr>
\u751f\u7523\u6027<\/td>\u7a3c\u50cd\u7387
AHT\uff08\u5e73\u5747\u51e6\u7406\u6642\u9593\uff09
ATT\uff08\u5e73\u5747\u901a\u8a71\u6642\u9593\uff09
ACW\uff08\u5e73\u5747\u5f8c\u51e6\u7406\u6642\u9593\uff09
\u30b3\u30b9\u30c8\u30fb\u30d1\u30fc\u30fb\u30b3\u30fc\u30eb\uff08CPC\uff09<\/td>		\u5bfe\u5fdc\u52b9\u7387\u3092\u6e2c\u308b<\/td><\/tr>
\u9867\u5ba2\u6e80\u8db3\u5ea6<\/td>CS\uff08\u9867\u5ba2\u6e80\u8db3\u5ea6\uff09
NPS\u00ae\uff08\u9867\u5ba2\u63a8\u5968\u5ea6\uff09<\/td>		\u9867\u5ba2\u6e80\u8db3\u5ea6\u306b\u3064\u306a\u304c\u308b\u5bfe\u5fdc\u304c\u3067\u304d\u3066\u3044\u308b\u304b\u3092\u6e2c\u308b<\/td><\/tr>
\u30b9\u30bf\u30c3\u30d5\u30de\u30cd\u30b8\u30e1\u30f3\u30c8<\/td>\u6b20\u52e4\u7387
\u96e2\u8077\u7387<\/td>		\u8077\u5834\u74b0\u5883\u3084\u5065\u5168\u6027\u3092\u6e2c\u308b<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

\u5404\u30ab\u30c6\u30b4\u30ea\u306e\u8a73\u7d30\u306b\u3064\u3044\u3066\u306f\u3001\u6b21\u7ae0\u3067\u8a73\u3057\u304f\u89e3\u8aac\u3057\u307e\u3059\u3002<\/p>\n\n\n\n

\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306eKPI\uff5c\u5fdc\u5bfe\u54c1\u8cea<\/h2>\n\n\n\n
\n
\"\"<\/figure>\n<\/figure>\n\n\n\n

\u305d\u308c\u3067\u306f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u5fdc\u5bfe\u54c1\u8cea\u306b\u95a2\u3059\u308bKPI\u3092\u7d39\u4ecb\u3057\u307e\u3059\u3002<\/p>\n\n\n\n

    \n
  1. \u5fdc\u7b54\u7387<\/li>\n\n\n\n
  2. \u653e\u68c4\u547c\u7387<\/li>\n\n\n\n
  3. \u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb<\/li>\n\n\n\n
  4. ASA\uff08\u5e73\u5747\u5fdc\u7b54\u901f\u5ea6\uff09<\/li>\n<\/ol>\n\n\n\n

    \u5fdc\u7b54\u7387<\/h3>\n\n\n\n

    \u5fdc\u7b54\u7387\u306f\u3001\u55b6\u696d\u6642\u9593\u5185\u306b\u3069\u308c\u3060\u3051\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u5bfe\u5fdc\u3067\u304d\u305f\u304b\u3092\u6e2c\u308b\u6307\u6a19<\/font><\/strong>\u3067\u3059\u3002<\/p>\n\n\n\n

    \u300c\u5bfe\u5fdc\u3057\u305f\u4ef6\u6570\u00f7\u7740\u4fe1\u6570\u00d7100\u300d\u306e\u8a08\u7b97\u5f0f\u306b\u5f53\u3066\u306f\u3081\u308b\u3068\u3001\u5fdc\u7b54\u7387\u3092\u7b97\u51fa\u3067\u304d\u307e\u3059\u3002<\/p>\n\n\n\n

    \u5fdc\u7b54\u7387\u304c\u4f4e\u3051\u308c\u3070\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306f\u4f4e\u4e0b\u3059\u308b\u6050\u308c\u304c\u3042\u308a\u307e\u3059\u3002\u305f\u3060\u3057\u3001\u9ad8\u3044\u5fdc\u7b54\u7387\u3092\u6c42\u3081\u3059\u304e\u308b\u3068\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3078\u306e\u8ca0\u62c5\u304c\u5927\u304d\u304f\u306a\u308a\u3001\u5bfe\u5fdc\u54c1\u8cea\u306e\u4f4e\u4e0b\u306b\u3064\u306a\u304c\u308a\u304b\u306d\u307e\u305b\u3093\u3002<\/p>\n\n\n\n

    \u7e41\u5fd9\u671f\u306f\u96fb\u8a71\u304c\u96c6\u4e2d\u3059\u308b\u305f\u3081\u3001\u5fdc\u7b54\u7387\u304c\u4e0b\u304c\u308b\u50be\u5411\u304c\u3042\u308b\u3053\u3068\u306b\u7559\u610f\u3057\u307e\u3057\u3087\u3046\u300280%\u3092\u76ee\u5b89\u306b\u7121\u7406\u306e\u306a\u3044\u76ee\u6a19\u3092\u8a2d\u5b9a<\/strong>\u3057\u3066\u304f\u3060\u3055\u3044\u3002<\/p>\n\n\n\n

    \u653e\u68c4\u547c\u7387<\/h3>\n\n\n\n

    \u653e\u68c4\u547c\u7387\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u51fa\u308b\u524d\u306b\u96fb\u8a71\u3092\u5207\u308b\u5272\u5408\u306e\u3053\u3068<\/font><\/strong>\u3067\u3059\u3002<\/p>\n\n\n\n

    \u300c\u653e\u68c4\u547c\u6570\u00f7\u7740\u4fe1\u4ef6\u6570\u00d7100\u300d\u3067\u5272\u308a\u51fa\u305b\u307e\u3059\u3002<\/p>\n\n\n\n

    \u653e\u68c4\u547c\u7387\u304c\u9ad8\u304f\u306a\u308b\u307b\u3069\u3001\u96fb\u8a71\u304c\u3064\u306a\u304c\u308a\u3084\u3059\u304f\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u306b\u3064\u306a\u304c\u308b\u91cd\u8981\u306a\u6307\u6a19<\/strong>\u3067\u3059\u3002<\/p>\n\n\n\n

    \u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb<\/h3>\n\n\n\n

    \u30b5\u30fc\u30d3\u30b9\u30ec\u30d9\u30eb\uff08SL\uff09\u306f\u3001\u8a2d\u5b9a\u3057\u305f\u6642\u9593\u5185\u3067\u3069\u308c\u3060\u3051\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u5bfe\u5fdc\u3067\u304d\u305f\u304b\u306e\u6307\u6a19<\/font><\/strong>\u3067\u3059\u3002<\/p>\n\n\n\n

    \u300c\u8a2d\u5b9a\u6642\u9593\u5185\u306b\u5bfe\u5fdc\u3057\u305f\u4ef6\u6570\u00f7\u7740\u4fe1\u4ef6\u6570\u00d7100\u300d\u3067\u5272\u308a\u51fa\u305b\u307e\u3059\u3002<\/p>\n\n\n\n

    \u5272\u5408\u304c\u9ad8\u3044\u307b\u3069\u52b9\u7387\u306f\u4e0a\u304c\u308a\u307e\u3059\u304c\u3001\u30b9\u30d4\u30fc\u30c9\u3092\u91cd\u8996\u3057\u3059\u304e\u308b\u3068\u5fdc\u5bfe\u54c1\u8cea\u306e\u4f4e\u4e0b\u306b\u3064\u306a\u304c\u308b\u6050\u308c\u304c\u3042\u308b\u3053\u3068\u306b\u7559\u610f<\/strong>\u3057\u307e\u3057\u3087\u3046\u3002<\/p>\n\n\n\n

    ASA\uff08\u5e73\u5747\u5fdc\u7b54\u901f\u5ea6\uff09<\/h3>\n\n\n\n

    ASA\uff08Average Speed of Answer\uff09\u306f\u3001\u5e73\u5747\u5fdc\u7b54\u901f\u5ea6\u3092\u6307\u3057\u3001\u7740\u4fe1\u304b\u3089\u5fdc\u7b54\u307e\u3067\u306e\u5e73\u5747\u6642\u9593\u3092\u8868\u3059\u3082\u306e<\/font><\/strong>\u3067\u3059\u3002<\/p>\n\n\n\n

    \u300c\u5fdc\u7b54\u307e\u3067\u306e\u6642\u9593\u00f7\u7740\u4fe1\u4ef6\u6570\u300d\u3067\u5272\u308a\u51fa\u3057\u307e\u3059\u3002<\/p>\n\n\n\n

    ASA\u304c\u4f4e\u3044\u307b\u3069\u9867\u5ba2\u306e\u5f85\u3061\u6642\u9593\u304c\u77ed\u304f\u306a\u308b\u306e\u3067\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u306b\u3064\u306a\u304c\u308b<\/strong>\u3067\u3057\u3087\u3046\u3002<\/p>\n\n\n\n

    \u306a\u304a\u3001\u5fdc\u7b54\u306f\u76ee\u5b89\u3068\u3057\u30663\u30b3\u30fc\u30eb\u4ee5\u5185\u3068\u3055\u308c\u3066\u3044\u307e\u3059\u30023\u30b3\u30fc\u30eb\u4ee5\u4e0a\u5f85\u305f\u305b\u305f\u5834\u5408\u306f\u300c\u5927\u5909\u304a\u5f85\u305f\u305b\u3044\u305f\u3057\u307e\u3057\u305f\u300d\u306e\u4e00\u8a00\u3092\u6dfb\u3048\u308b\u3053\u3068\u304c\u5927\u5207\u3067\u3059\u3002<\/p>\n\n\n\n

    \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306eKPI\uff5c\u751f\u7523\u6027<\/h2>\n\n\n\n
    \n
    \"\"<\/figure>\n<\/figure>\n\n\n\n

    \u7d9a\u3044\u3066\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u751f\u7523\u6027\u306b\u95a2\u3059\u308bKPI\u3092\u898b\u3066\u3044\u304d\u307e\u3057\u3087\u3046\u3002<\/p>\n\n\n\n

      \n
    1. \u7a3c\u50cd\u7387<\/li>\n\n\n\n
    2. AHT\uff08\u5e73\u5747\u51e6\u7406\u6642\u9593\uff09<\/li>\n\n\n\n
    3. ATT\uff08\u5e73\u5747\u901a\u8a71\u6642\u9593\uff09<\/li>\n\n\n\n
    4. ACW\uff08\u5e73\u5747\u5f8c\u51e6\u7406\u6642\u9593\uff09<\/li>\n\n\n\n
    5. \u30b3\u30b9\u30c8\u30fb\u30d1\u30fc\u30fb\u30b3\u30fc\u30eb\uff08CPC\uff09<\/li>\n<\/ol>\n\n\n\n

      \u7a3c\u50cd\u7387<\/h3>\n\n\n\n

      \u7a3c\u50cd\u7387\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u52e4\u52d9\u6642\u9593\u5185\u306b\u3069\u308c\u3060\u3051\u9867\u5ba2\u5bfe\u5fdc\u306b\u6642\u9593\u3092\u4f7f\u3048\u305f\u304b\u3092\u8868\u3057\u307e\u3059<\/font><\/strong>\u3002<\/p>\n\n\n\n

      \u300c\uff08\u5fdc\u5bfe\u6642\u9593+\u4fdd\u7559\u6642\u9593+\u5f8c\u51e6\u7406\u6642\u9593+\u5f85\u6a5f\u6642\u9593\uff09\u00f7\u52b4\u50cd\u6642\u9593\u300d\u3067\u5272\u308a\u51fa\u305b\u307e\u3059\u3002<\/p>\n\n\n\n

      \u305f\u3060\u3057\u3001\u96e2\u5e2d\u6642\u9593\u306f\u8a08\u7b97\u306b\u542b\u3081\u307e\u305b\u3093\u3002<\/p>\n\n\n\n

      \u76ee\u5b89\u306f80%~90%\u3068\u3055\u308c\u3066\u3044\u307e\u3059\u304c\u3001\u76ee\u6a19\u3092\u9ad8\u304f\u8a2d\u5b9a\u3057\u3059\u304e\u308b\u3068\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u8ca0\u62c5\u304c\u5897\u3048\u96e2\u8077\u7387\u3092\u9ad8\u3081\u308b\u6050\u308c\u304c\u3042\u308b\u306e\u3067\u6ce8\u610f\u304c\u5fc5\u8981<\/strong>\u3067\u3059\u3002<\/p>\n\n\n\n

      AHT\uff08\u5e73\u5747\u51e6\u7406\u6642\u9593\uff09<\/h3>\n\n\n\n

      AHT\uff08Average Handling Time\uff09\u306f\u30011\u4ef6\u306e\u96fb\u8a71\u306b\u5bfe\u5fdc\u3059\u308b\u306e\u306b\u304b\u304b\u308b\u5e73\u5747\u6642\u9593\u306e\u3053\u3068<\/font><\/strong>\u3067\u3059\u3002<\/p>\n\n\n\n

      \u300c\uff08\u901a\u8a71\u6642\u9593+\u51e6\u7406\u6642\u9593\uff09\u00f7\u901a\u8a71\u4ef6\u6570\u300d\u3067\u5272\u308a\u51fa\u305b\u307e\u3059\u304c\u3001\u3053\u3053\u3067\u306f\u4fdd\u7559\u6642\u9593\u3082\u542b\u307e\u308c\u307e\u3059\u3002<\/p>\n\n\n\n

      ATT\uff08\u5e73\u5747\u901a\u8a71\u6642\u9593\uff09<\/h3>\n\n\n\n

      ATT\uff08Average Talk Time\uff09\u306f\u3001\u9867\u5ba2\u3068\u306e\u901a\u8a71\u306b\u304b\u304b\u308b\u5e73\u5747\u6642\u9593\u3092\u8868\u3057\u307e\u3059<\/font><\/strong>\u3002<\/p>\n\n\n\n

      \u300c\u901a\u8a71\u6642\u9593\u00f7\u5bfe\u5fdc\u4ef6\u6570\u300d\u3067\u5272\u308a\u51fa\u3057\u307e\u3059\u3002<\/p>\n\n\n\n

      \u9867\u5ba2\u306b\u3088\u3063\u3066\u306f\u8a71\u304c\u9577\u304f\u306a\u308b\u30b1\u30fc\u30b9\u3082\u3042\u308b\u305f\u3081\u3001\u5dee\u304c\u751f\u3058\u3084\u3059\u3044<\/strong>\u3053\u3068\u306b\u7559\u610f\u3057\u307e\u3057\u3087\u3046\u3002<\/p>\n\n\n\n

      ACW\uff08\u5e73\u5747\u5f8c\u51e6\u7406\u6642\u9593\uff09<\/h3>\n\n\n\n

      ACW\uff08After Call Work\uff09\u306f\u3001\u96fb\u8a71\u3092\u5207\u3063\u305f\u5f8c\u306e\u51e6\u7406\u306b\u304b\u304b\u308b\u5e73\u5747\u6642\u9593\u3092\u8868\u3057\u307e\u3059<\/font><\/strong>\u3002<\/p>\n\n\n\n

      \u300c\u5f8c\u51e6\u7406\u6642\u9593\u00f7\u5bfe\u5fdc\u4ef6\u6570\u300d\u3067\u5272\u308a\u51fa\u3057\u307e\u3059\u3002<\/p>\n\n\n\n

      \u5f8c\u51e6\u7406\u3068\u306f\u3001\u901a\u8a71\u5185\u5bb9\u306e\u4f1d\u9054\u3084\u8a18\u9332\u3001\u4e8b\u52d9\u624b\u7d9a\u304d\u306a\u3069<\/strong>\u3067\u3059\u3002<\/p>\n\n\n\n

      ACW\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u30b9\u30ad\u30eb\u306b\u3088\u308b\u9055\u3044\u306f\u3042\u308b\u3082\u306e\u306e\u3001\u30b7\u30b9\u30c6\u30e0\u3084\u30c4\u30fc\u30eb\u306e\u6d3b\u7528\u3067\u77ed\u7e2e\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n\n\n\n

      \u30b3\u30b9\u30c8\u30fb\u30d1\u30fc\u30fb\u30b3\u30fc\u30eb\uff08CPC\uff09<\/h3>\n\n\n\n

      CPC\uff08Cost Per Call\uff09\u306f\u30011\u4ef6\u306e\u901a\u8a71\u306b\u304b\u304b\u308b\u30b3\u30b9\u30c8\u306e\u3053\u3068<\/font><\/strong>\u3067\u3059\u3002<\/p>\n\n\n\n

      \u300c\u7dcf\u30b3\u30b9\u30c8\u00f7\u51e6\u7406\u4ef6\u6570\u300d\u3067\u5272\u308a\u51fa\u305b\u307e\u3059\u3002<\/p>\n\n\n\n

      \u306a\u304a\u3001\u7dcf\u30b3\u30b9\u30c8\u306b\u306f\u3001\u8a2d\u5099\u8cbb\u3084\u4eba\u4ef6\u8cbb\u3082\u542b\u307e\u308c\u307e\u3059\u3002<\/p>\n\n\n\n

      \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306eKPI\uff5c\u9867\u5ba2\u6e80\u8db3\u5ea6<\/h2>\n\n\n\n
      \n
      \"\"<\/figure>\n<\/figure>\n\n\n\n

      \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308b\u9867\u5ba2\u6e80\u8db3\u5ea6\u306eKPI\u306f\u4ee5\u4e0b\u306e2\u7a2e\u985e\u3067\u3059\u3002<\/p>\n\n\n\n

        \n
      1. CS\uff08\u9867\u5ba2\u6e80\u8db3\u5ea6\uff09<\/li>\n\n\n\n
      2. NPS\u00ae\uff08\u9867\u5ba2\u63a8\u5968\u5ea6\uff09<\/li>\n<\/ol>\n\n\n\n

        CS\uff08\u9867\u5ba2\u6e80\u8db3\u5ea6\uff09<\/h3>\n\n\n\n

        CS\uff08Customer Satisfaction\uff09\u306f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3067\u306f\u6700\u3082\u91cd\u8981\u306a\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u6307\u6a19<\/font><\/strong>\u3067\u3059\u3002<\/p>\n\n\n\n

        CS\u306f\u9867\u5ba2\u3078\u306e\u30a2\u30f3\u30b1\u30fc\u30c8\u8abf\u67fb\u304c\u5fc5\u8981\u3067\u3059\u304c\u3001\u9867\u5ba2\u306e\u58f0\u3092\u805e\u3051\u308b\u305f\u3081\u8ab2\u984c\u3092\u898b\u51fa\u3057\u3084\u3059\u304f\u306a\u308a\u307e\u3059<\/strong>\u3002<\/p>\n\n\n\n

        \u4e2d\u306b\u306f\u30af\u30ec\u30fc\u30e0\u306a\u3069\u30cd\u30ac\u30c6\u30a3\u30d6\u306a\u610f\u898b\u3082\u542b\u307e\u308c\u308b\u3067\u3057\u3087\u3046\u3002\u3057\u304b\u3057\u3001\u305d\u3046\u3044\u3063\u305f\u610f\u898b\u306f\u8ab2\u984c\u306e\u89e3\u6c7a\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/p>\n\n\n\n

        NPS\u00ae\uff08\u9867\u5ba2\u63a8\u5968\u5ea6\uff09<\/h3>\n\n\n\n

        NPS\uff08Net Promoter Score\uff09\u306f\u3001\u9867\u5ba2\u304c\u4f01\u696d\u3092\u3069\u308c\u3060\u3051\u63a8\u5968\u3057\u3066\u3044\u308b\u304b\u3092\u8868\u3059\u3082\u306e<\/font><\/strong>\u3067\u3059\u3002<\/p>\n\n\n\n

        NPS\u3082\u30a2\u30f3\u30b1\u30fc\u30c8\u8abf\u67fb\u304c\u5fc5\u8981\u306b\u306a\u308a\u307e\u3059\u304c\u3001\u63a8\u5968\u5ea6\u30fb\u63a8\u5968\u7406\u7531\u30fb\u8a55\u4fa1\u30dd\u30a4\u30f3\u30c8\u306a\u3069\u3001\u8cea\u554f\u5185\u5bb9\u304c\u30b7\u30f3\u30d7\u30eb\u306a\u306e\u3067\u5b9f\u65bd\u3057\u3084\u3059\u3044\u3067\u3057\u3087\u3046\u3002<\/p>\n\n\n\n

        \u307e\u305f\u3001\u7af6\u5408\u4ed6\u793e\u3068\u6bd4\u8f03\u3057\u3084\u3059\u3044\u306e\u3082\u30e1\u30ea\u30c3\u30c8<\/strong>\u3067\u3059\u3002<\/p>\n\n\n\n

        NPS\u306e\u5b9f\u65bd\u306b\u306f\u3001\u8cea\u554f\u306b\u5bfe\u3057\u30660\uff5e10\u306e11\u6bb5\u968e\u3067\u56de\u7b54\u3057\u3066\u3082\u3089\u3044\u307e\u3059\u3002<\/p>\n\n\n\n

          \n
        1. \u63a8\u5968\u8005\uff1a10\u70b9\uff5e9\u70b9<\/li>\n\n\n\n
        2. \u4e2d\u7acb\u8005\uff1a8\u70b9\uff5e7\u70b9<\/li>\n\n\n\n
        3. \u6279\u5224\u8005\uff1a6\u70b9\u4ee5\u4e0b<\/li>\n<\/ol>\n\n\n\n

          \u4e0a\u8a18\u3092\u5143\u306b\u3001\u300c\u63a8\u5968\u8005\u306e\u5272\u5408\uff0d\u6279\u5224\u8005\u306e\u5272\u5408\u300d\u3067\u5272\u308a\u51fa\u305b\u307e\u3059\u3002<\/p>\n\n\n\n

          \u5272\u5408\u304c\u9ad8\u3044\u307b\u3069\u63a8\u5968\u5ea6\u306f\u4e0a\u304c\u308b\u3082\u306e\u306e\u3001\u65e5\u672c\u3067\u306f\u4e2d\u9593\u8a55\u4fa1\u3092\u3059\u308b\u50be\u5411\u304c\u3042\u308b\u305f\u3081\u30de\u30a4\u30ca\u30b9\u5bc4\u308a\u306b\u306a\u308a\u3084\u3059\u3044\u50be\u5411\u304c\u3042\u308b\u3053\u3068\u306b\u7559\u610f<\/font><\/strong>\u3057\u307e\u3057\u3087\u3046\u3002<\/p>\n\n\n\n

          \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306eKPI\uff5c\u30b9\u30bf\u30c3\u30d5\u30de\u30cd\u30b8\u30e1\u30f3\u30c8<\/h2>\n\n\n\n
          \n
          \"\"<\/figure>\n<\/figure>\n\n\n\n

          \u6b21\u306b\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u30b9\u30bf\u30c3\u30d5\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u306b\u95a2\u3059\u308bKPI\u3092\u7d39\u4ecb\u3057\u307e\u3059\u3002<\/p>\n\n\n\n

            \n
          1. \u6b20\u52e4\u7387<\/li>\n\n\n\n
          2. \u96e2\u8077\u7387<\/li>\n<\/ol>\n\n\n\n

            \u6b20\u52e4\u7387<\/h3>\n\n\n\n

            \u6b20\u52e4\u7387\u306f\u3001\u300c\uff08\u6b20\u52e4\u65e5\u6570\u00f7\u30b7\u30d5\u30c8\u306e\u4e88\u5b9a\u65e5\u6570\uff09\u00d7100\u300d\u3067\u5272\u308a\u51fa\u3057\u307e\u3059\u3002<\/p>\n\n\n\n

            \u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u30b7\u30d5\u30c8\u3092\u3069\u308c\u3060\u3051\u3053\u306a\u305b\u305f\u304b\u3092\u8868\u3059\u3082\u306e<\/font><\/strong>\u3067\u3059\u3002<\/p>\n\n\n\n

            \u306a\u304a\u3001\u6b20\u52e4\u7387\u3092\u8a08\u7b97\u3059\u308b\u969b\u306f\u3001\u9045\u523b\u3084\u65e9\u9000\u306a\u3069\u3082\u542b\u3081\u308b\u306e\u3067\u3001\u6642\u9593\u5358\u4f4d\u3067\u8a08\u7b97\u3057\u307e\u3059\u3002<\/p>\n\n\n\n

            \u96e2\u8077\u7387<\/h3>\n\n\n\n

            \u96e2\u8077\u7387\u306f\u3001\uff08\u96e2\u8077\u8005\u6570\u00f7\u52b4\u50cd\u8005\u6570\uff09\u00d7100\u3067\u7b97\u51fa\u3067\u304d\u307e\u3059\u3002<\/p>\n\n\n\n

            \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306f\u3001\u96e2\u8077\u7387\u304c\u9ad8\u3044\u3053\u3068\u3067\u77e5\u3089\u308c\u3066\u3044\u307e\u3059\u3002<\/p>\n\n\n\n

            \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u30b8\u30e3\u30d1\u30f3\u306b\u3088\u308b\u3068\u30012018\u5e74\u306e\u65b0\u4eba\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u96e2\u8077\u738771%\u4ee5\u4e0a\u306e\u5272\u5408\u304c2013\u5e74\u306e0.9%\u304b\u308922%\u3068\u5927\u5e45\u306a\u4e0a\u6607\u3092\u898b\u305b\u307e\u3057\u305f\u3002<\/p>\n\n\n\n

            \u53c2\u7167\uff1a\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u30b8\u30e3\u30d1\u30f3\uff5c\u65b0\u4eba\u30aa\u30da\u30ec\u30fc\u30bf\u306e\u96e2\u8077\u7387\u306e\u63a8\u79fb<\/a><\/p>\n\n\n\n

            \u6b20\u52e4\u7387\u304c\u9ad8\u304f\u306a\u308b\u307b\u3069\u5728\u7c4d\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u8ca0\u62c5\u304c\u5897\u3048\u3001\u96e2\u8077\u7387\u304c\u9ad8\u307e\u308b\u50be\u5411\u306b\u3042\u308b<\/font><\/strong>\u306e\u3082\u7279\u5fb4\u3067\u3059\u3002<\/p>\n\n\n\n

            \u30a2\u30a6\u30c8\u30d0\u30a6\u30f3\u30c9\u306b\u304a\u3051\u308b\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306eKPI\u4e00\u89a7<\/h2>\n\n\n\n
            \n
            \"\"<\/figure>\n<\/figure>\n\n\n\n

            \u30a2\u30a6\u30c8\u30d0\u30a6\u30f3\u30c9\u306b\u304a\u3051\u308b\u3001\u4ee3\u8868\u7684\u306aKPI\u3092\u7d39\u4ecb\u3057\u307e\u3059\u3002<\/p>\n\n\n\n

            KPI<\/th>\u6982\u8981<\/th>\u8a08\u7b97\u5f0f<\/th><\/tr>
            \u30b3\u30fc\u30eb\u6570<\/td>\u767a\u4fe1\u4ef6\u6570<\/td>\u67b6\u96fb\u6570\u3092\u30ab\u30a6\u30f3\u30c8<\/td><\/tr>
            \u30b3\u30f3\u30bf\u30af\u30c8\u7387<\/td>\u767a\u4fe1\u306b\u5bfe\u3057\u3066\u3064\u306a\u304c\u3063\u305f\u5272\u5408<\/td>\u7740\u4fe1\u4ef6\u6570\u00f7\u5bfe\u5fdc\u4ef6\u6570<\/td><\/tr>
            AHT<\/td>1\u4ef6\u3042\u305f\u308a\u306e\u5e73\u5747\u51e6\u7406\u6642\u9593<\/td>ATT+ACW<\/td><\/tr>
            ATT<\/td>1\u4ef6\u3042\u305f\u308a\u306e\u5e73\u5747\u5bfe\u5fdc\u6642\u9593<\/td>\u901a\u8a71\u6642\u9593\u00f7\u5bfe\u5fdc\u4ef6\u6570<\/td><\/tr>
            CPC<\/td>1\u4ef6\u3042\u305f\u308a\u306e\u5e73\u5747\u30b3\u30b9\u30c8<\/td>\u7dcf\u30b3\u30b9\u30c8\u00f7\u51e6\u7406\u4ef6\u6570<\/td><\/tr>
            \u7a3c\u50cd\u7387<\/td>\u52e4\u52d9\u6642\u9593\u5185\u306b\u5bfe\u5fdc\u3057\u305f\u6642\u9593<\/td>\uff08\u5fdc\u5bfe\u6642\u9593+\u4fdd\u7559\u6642\u9593+\u5f8c\u51e6\u7406\u6642\u9593+\u5f85\u6a5f\u6642\u9593\uff09\u00f7\u52b4\u50cd\u6642\u9593<\/td><\/tr>
            \u6210\u7d04\u7387<\/td>\u767a\u4fe1\u4ef6\u6570\u306e\u3046\u3061\u6210\u7d04\u306e\u5272\u5408<\/td>\u6210\u7d04\u4ef6\u6570\u00f7\u5bfe\u5fdc\u4ef6\u6570<\/td><\/tr>
            \u30df\u30b9\u767a\u751f\u7387<\/td>\u8aa4\u6848\u5185\u3057\u305f\u5272\u5408<\/td>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3054\u3068\u306b\u7570\u306a\u308b<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

            \u30a4\u30f3\u30d0\u30a6\u30f3\u30c9\u306b\u304a\u3051\u308b\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306eKPI\u4e00\u89a7<\/h2>\n\n\n\n
            \n
            \"\"<\/figure>\n<\/figure>\n\n\n\n

            \u7d9a\u3044\u3066\u3001\u30a4\u30f3\u30d0\u30a6\u30f3\u30c9\u306b\u304a\u3051\u308b\u4ee3\u8868\u7684\u306aKPI\u306e\u4e00\u89a7\u3082\u4ee5\u4e0b\u306b\u307e\u3068\u3081\u307e\u3057\u305f\u3002<\/p>\n\n\n\n

            KPI<\/th>\u6982\u8981<\/th>\u8a08\u7b97\u5f0f<\/th><\/tr>
            \u5fdc\u7b54\u7387<\/td>\u7740\u4fe1\u304c\u3042\u3063\u305f\u4e2d\u3067\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u5bfe\u5fdc\u3057\u305f\u5272\u5408<\/td>\u5bfe\u5fdc\u4ef6\u6570\u00f7\u7740\u4fe1\u6570\u00d7100<\/td><\/tr>
            \u653e\u68c4\u547c\u7387<\/td>\u96fb\u8a71\u304c\u3064\u306a\u304c\u308b\u307e\u3048\u306b\u5207\u3089\u308c\u305f\u5272\u5408<\/td>\u653e\u68c4\u547c\u6570\u00f7\u7740\u4fe1\u4ef6\u6570\u00d7100<\/td><\/tr>
            SL<\/td>\u8a2d\u5b9a\u6642\u9593\u5185\u306b\u5bfe\u5fdc\u3067\u304d\u305f\u5272\u5408<\/td>\u8a2d\u5b9a\u6642\u9593\u5185\u306e\u5bfe\u5fdc\u4ef6\u6570\u00f7\u7740\u4fe1\u4ef6\u6570\u00d7100<\/td><\/tr>
            ASA<\/td>\u7740\u4fe1\u304b\u3089\u5fdc\u7b54\u307e\u3067\u306b\u304b\u304b\u3063\u305f\u5e73\u5747\u6642\u9593<\/td>\u5fdc\u7b54\u307e\u3067\u306e\u6642\u9593\u00f7\u7740\u4fe1\u4ef6\u6570<\/td><\/tr>
            \u7a3c\u50cd\u7387<\/td>\u52e4\u52d9\u6642\u9593\u5185\u306b\u5bfe\u5fdc\u3057\u305f\u6642\u9593\u306e\u5272\u5408<\/td>\uff08\u5fdc\u5bfe\u6642\u9593+\u4fdd\u7559\u6642\u9593+\u5f8c\u51e6\u7406\u6642\u9593+\u5f85\u6a5f\u6642\u9593\uff09\u00f7\u52b4\u50cd\u6642\u9593<\/td><\/tr>
            AHT<\/td>\u5bfe\u5fdc\u304b\u3089\u5f8c\u51e6\u7406\u307e\u3067\u306b\u304b\u304b\u3063\u305f\u5e73\u5747\u6642\u9593<\/td>\uff08\u901a\u8a71\u6642\u9593+\u51e6\u7406\u6642\u9593\uff09\u00f7\u901a\u8a71\u4ef6\u6570<\/td><\/tr>
            ATT<\/td>1\u4ef6\u3042\u305f\u308a\u306e\u5e73\u5747\u901a\u8a71\u6642\u9593<\/td>\u901a\u8a71\u6642\u9593\u00f7\u5bfe\u5fdc\u4ef6\u6570<\/td><\/tr>
            ACW<\/td>\u96fb\u8a71\u3092\u5207\u3063\u305f\u5f8c\u306e\u51e6\u7406\u306b\u304b\u304b\u308b\u5e73\u5747\u6642\u9593<\/td>\u5f8c\u51e6\u7406\u6642\u9593\u00f7\u5bfe\u5fdc\u4ef6\u6570<\/td><\/tr>
            CPC<\/td>1\u4ef6\u3042\u305f\u308a\u306e\u5e73\u5747\u30b3\u30b9\u30c8<\/td>\u7dcf\u30b3\u30b9\u30c8\u00f7\u51e6\u7406\u4ef6\u6570<\/td><\/tr>
            CS<\/td>\u9867\u5ba2\u6e80\u8db3\u5ea6<\/td>\u30a2\u30f3\u30b1\u30fc\u30c8\u8abf\u67fb<\/td><\/tr>
            NPS<\/td>\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u306e\u6307\u6a19<\/td>\u63a8\u5968\u8005\u306e\u5272\u5408\uff0d\u6279\u5224\u8005\u306e\u5272<\/td><\/tr>
            \u6b20\u52e4\u7387<\/td>\u30b7\u30d5\u30c8\u4e88\u5b9a\u306b\u5bfe\u3057\u3066\u6b20\u52e4\u3057\u305f\u5272\u5408<\/td>\uff08\u6b20\u52e4\u65e5\u6570\u00f7\u30b7\u30d5\u30c8\u306e\u4e88\u5b9a\u65e5\u6570\uff09\u00d7100<\/td><\/tr>
            \u96e2\u8077\u7387<\/td>\u5728\u7c4d\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u96e2\u8077\u3057\u305f\u5272\u5408<\/td>\uff08\u96e2\u8077\u8005\u6570\u00f7\u52b4\u50cd\u8005\u6570\uff09\u00d7100<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

            \u30a2\u30a6\u30c8\u30d0\u30a6\u30f3\u30c9\u3068\u30a4\u30f3\u30d0\u30a6\u30f3\u30c9\u3067\u306f\u3001\u8a2d\u5b9a\u3059\u308bKPI\u304c\u7570\u306a\u308a\u307e\u3059<\/strong>\u3002<\/p>\n\n\n\n

            \u696d\u52d9\u5f62\u614b\u306b\u5408\u308f\u305b\u3066\u5fc5\u8981\u306aKPI\u3092\u898b\u6975\u3081\u3066\u304f\u3060\u3055\u3044\u3002<\/p>\n\n\n\n

            \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306eKPI\u3092\u8a2d\u5b9a\u30fb\u9054\u6210\u3059\u308b\u30dd\u30a4\u30f3\u30c8<\/h2>\n\n\n\n
            \n
            \"\"<\/figure>\n<\/figure>\n\n\n\n

            \u3067\u306f\u6700\u5f8c\u306b\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306eKPI\u3092\u8a2d\u5b9a\u3057\u9054\u6210\u3059\u308b\u305f\u3081\u306e\u30dd\u30a4\u30f3\u30c8\u30925\u3064\u7d39\u4ecb\u3057\u307e\u3059\u3002<\/p>\n\n\n\n

              \n
            1. \u73fe\u6642\u70b9\u3067\u306e\u8ab2\u984c\u3092\u660e\u78ba\u5316\u30fb\u5171\u6709\u3059\u308b<\/li>\n\n\n\n
            2. KPI\u30c4\u30ea\u30fc\u3092\u8a2d\u5b9a\u3059\u308b<\/li>\n\n\n\n
            3. \u9031\u3084\u6708\u3067PDCA\u3092\u56de\u3059<\/li>\n\n\n\n
            4. \u9054\u6210\u3067\u304d\u308b\u76ee\u6a19\u3092\u8a2d\u5b9a\u3059\u308b<\/li>\n\n\n\n
            5. KPI\u306e\u8a2d\u5b9a\u3092\u5b9a\u671f\u7684\u306b\u898b\u76f4\u3059<\/li>\n<\/ol>\n\n\n\n

              \u73fe\u6642\u70b9\u3067\u306e\u8ab2\u984c\u3092\u660e\u78ba\u5316\u30fb\u5171\u6709\u3059\u308b<\/h3>\n\n\n\n

              \u307e\u305a\u3001\u73fe\u6642\u70b9\u3067\u306e\u8ab2\u984c\u3092\u660e\u78ba\u5316\u3057\u3066\u3001\u793e\u5185\u3067\u5171\u6709\u3057\u307e\u3059\u3002<\/p>\n\n\n\n

              \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3068\u3044\u3063\u3066\u3082\u3001\u696d\u52d9\u5f62\u614b\u306b\u3088\u3063\u3066\u8a2d\u5b9a\u3059\u3079\u304dKPI\u306f\u7570\u306a\u308a\u307e\u3059\u3002\u307e\u305f\u3001\u8ab2\u984c\u3082\u305d\u308c\u305e\u308c\u7570\u306a\u308b\u3067\u3057\u3087\u3046\u3002<\/p>\n\n\n\n

              \u8ab2\u984c\u3092\u628a\u63e1\u3057\u306a\u3044\u307e\u307eKPI\u3092\u8a2d\u5b9a\u3057\u3066\u3082\u3001\u6839\u672c\u7684\u306a\u8ab2\u984c\u306e\u89e3\u6c7a\u306b\u306f\u3064\u306a\u304c\u308a\u307e\u305b\u3093\u3002<\/p>\n\n\n\n

              \u4eca\u3069\u3093\u306a\u8ab2\u984c\u3092\u62b1\u3048\u3066\u3044\u308b\u306e\u304b\u3092\u660e\u78ba\u5316\u3057\u3066\u304f\u3060\u3055\u3044\u3001\u305d\u3057\u3066\u8ab2\u984c\u3092\u793e\u5185\u3067\u5171\u6709\u3057\u3066\u3001\u5168\u4f53\u3067\u8ab2\u984c\u3092\u89e3\u6c7a\u3057\u3066\u3044\u304f\u3053\u3068\u304c\u5927\u5207<\/strong>\u3067\u3059\u3002<\/p>\n\n\n\n

              KPI\u30c4\u30ea\u30fc\u3092\u8a2d\u5b9a\u3059\u308b<\/h3>\n\n\n\n

              \u6b21\u306b\u3001KPI\u30c4\u30ea\u30fc\u3092\u8a2d\u5b9a\u3057\u307e\u3057\u3087\u3046\u3002<\/p>\n\n\n\n

              KPI\u30c4\u30ea\u30fc\u3068\u306f\u3001\u8a2d\u5b9a\u3057\u305f\u76ee\u6a19\u3092\u3069\u306e\u3088\u3046\u306b\u89e3\u6c7a\u3057\u3066\u3044\u304f\u304b\u3092\u6bb5\u968e\u7684\u306b\u53ef\u8996\u5316\u3059\u308b\u3082\u306e<\/font><\/strong>\u3067\u3059\u3002<\/p>\n\n\n\n

              KPI\u30c4\u30ea\u30fc\u3092\u8a2d\u5b9a\u3059\u308b\u969b\u306f\u3001\u4e00\u756a\u5de6\u306b\u6700\u7d42\u76ee\u7684\u3092\u8a2d\u7f6e\u3057\u3001\u53f3\u306b\u5411\u304b\u3063\u3066\u6bb5\u968e\u7684\u306b\u5c55\u958b\u3057\u3066\u3044\u304d\u307e\u3059\u3002<\/p>\n\n\n\n

              \u6700\u7d42\u7684\u306b\u306f\u3001\u4e00\u756a\u53f3\u304c\u30b9\u30bf\u30fc\u30c8\u5730\u70b9\u306b\u306a\u308a\u3001\u6bb5\u968e\u3054\u3068\u306b\u6700\u7d42\u76ee\u7684\u306b\u5411\u304b\u3063\u3066\u3072\u3068\u3064\u305a\u3064\u8ab2\u984c\u89e3\u6c7a\u306b\u53d6\u308a\u7d44\u3080\u30a4\u30e1\u30fc\u30b8<\/strong>\u3067\u3059\u3002<\/p>\n\n\n\n

              \u9031\u3084\u6708\u3067PDCA\u3092\u56de\u3059<\/h3>\n\n\n\n

              \u6b21\u306b\u3001\u9031\u3084\u6708\u3067PDCA\u3092\u56de\u3057\u307e\u3059\u3002<\/p>\n\n\n\n

                \n
              • Plan\uff08\u8a08\u753b\uff09<\/li>\n\n\n\n
              • Do\uff08\u5b9f\u884c\uff09<\/li>\n\n\n\n
              • Check\uff08\u8a55\u4fa1\uff09<\/li>\n\n\n\n
              • Action\uff08\u6539\u5584\uff09<\/li>\n<\/ul>\n\n\n\n

                \u3053\u306e\u3088\u3046\u306b\u3001PDCA\u3092\u7e70\u308a\u8fd4\u3059\u3053\u3068\u3067\u3001\u8ab2\u984c\u3092\u628a\u63e1\u3057\u3084\u3059\u304f\u306a\u308a\u3001\u5e38\u306b\u6700\u5584\u306e\u72b6\u614b\u3092\u4fdd\u3064\u3053\u3068\u306b\u3064\u306a\u304c\u308a\u307e\u3059<\/font><\/strong>\u3002<\/p>\n\n\n\n

                \u9031\u5358\u4f4d\u3084\u6708\u5358\u4f4d\u3067PDCA\u30b5\u30a4\u30af\u30eb\u3092\u7e70\u308a\u8fd4\u305b\u3070\u3001\u696d\u52d9\u52b9\u7387\u5316\u3084\u751f\u7523\u6027\u306e\u5411\u4e0a\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u52b9\u679c\u3082\u671f\u5f85\u3067\u304d\u308b<\/strong>\u3067\u3057\u3087\u3046\u3002<\/p>\n\n\n\n

                \u9054\u6210\u3067\u304d\u308b\u76ee\u6a19\u3092\u8a2d\u5b9a\u3059\u308b<\/h3>\n\n\n\n

                \u305d\u3057\u3066\u3001\u9054\u6210\u3067\u304d\u308b\u76ee\u6a19\u3092\u8a2d\u5b9a\u3059\u308b\u3053\u3068\u3082\u5927\u5207\u3067\u3059\u3002<\/p>\n\n\n\n

                \u76ee\u6a19\u3092\u9ad8\u304f\u8a2d\u5b9a\u3057\u3059\u304e\u308b\u3068\u3001\u8ab2\u984c\u306e\u89e3\u6c7a\u306b\u306f\u3064\u306a\u304c\u3089\u305a\u3001\u304b\u3048\u3063\u3066\u72b6\u614b\u3092\u60aa\u5316\u3055\u305b\u308b\u6050\u308c\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n\n\n\n

                \u4f8b\u3048\u3070\u3001\u5fdc\u7b54\u7387\u309290\u301c95%\u306a\u3069\u306b\u8a2d\u5b9a\u3059\u308c\u3070\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u8ca0\u8377\u304c\u5897\u3048\u308b<\/strong>\u3067\u3057\u3087\u3046\u3002\u305d\u306e\u7d50\u679c\u96e2\u8077\u7387\u3092\u9ad8\u3081\u305f\u308a\u3001\u751f\u7523\u6027\u306e\u4f4e\u4e0b\u306b\u3064\u306a\u304c\u3063\u305f\u308a\u3057\u307e\u3059\u3002<\/p>\n\n\n\n

                \u76ee\u6a19\u306f\u9054\u6210\u3067\u304d\u308b\u7bc4\u56f2\u3067\u8a2d\u5b9a<\/font><\/strong>\u3057\u3066\u304f\u3060\u3055\u3044\u3002<\/p>\n\n\n\n

                KPI\u306e\u8a2d\u5b9a\u3092\u5b9a\u671f\u7684\u306b\u898b\u76f4\u3059<\/h3>\n\n\n\n

                KPI\u306e\u8a2d\u5b9a\u306f\u5b9a\u671f\u7684\u306a\u898b\u76f4\u3057\u304c\u5fc5\u8981\u3067\u3059\u3002<\/p>\n\n\n\n

                \u4e00\u3064\u306e\u8ab2\u984c\u3092\u89e3\u6c7a\u3067\u304d\u3066\u3082\u3001\u9867\u5ba2\u30cb\u30fc\u30ba\u3084\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3092\u53d6\u308a\u5dfb\u304f\u74b0\u5883\u306f\u5e38\u306b\u5909\u5316\u3057\u3066\u3044\u304d\u307e\u3059\u3002<\/p>\n\n\n\n

                \u3055\u307e\u3056\u307e\u306a\u8ab2\u984c\u3092\u89e3\u6c7a\u3059\u308b\u306b\u306f\u3001\u5b9a\u671f\u7684\u306bKPI\u306e\u8a2d\u5b9a\u3092\u898b\u76f4\u3055\u306a\u304f\u3066\u306f\u306a\u308a\u307e\u305b\u3093<\/font><\/strong>\u3002<\/p>\n\n\n\n

                \u898b\u76f4\u3057\u306f\u3001PDCA\u30b5\u30a4\u30af\u30eb\u3092\u56de\u3059\u5468\u671f\u306b\u5408\u308f\u305b\u3066\u3082\u3044\u3044\u3067\u3059\u3057\u3001\u4e88\u30813\u30f6\u6708\u30846\u30f6\u6708\u306a\u3069\u898b\u76f4\u3059\u6642\u671f\u3092\u6c7a\u3081\u3066\u304a\u304f\u3068\u3044\u3044<\/strong>\u3067\u3057\u3087\u3046\u3002<\/p>\n\n\n\n

                \u307e\u3068\u3081\uff1a\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306eKPI\u3092\u8a2d\u5b9a\u3057\u3066\u8ab2\u984c\u89e3\u6c7a\u306b\u3064\u306a\u3052\u3088\u3046<\/h2>\n\n\n\n
                \n
                \"\"<\/figure>\n<\/figure>\n\n\n\n

                \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306f\u696d\u52d9\u91cf\u304c\u591a\u304f\u3001\u696d\u52d9\u304c\u7169\u96d1\u5316\u3057\u3084\u3059\u3044\u3053\u3068\u304b\u3089\u3001\u6162\u6027\u7684\u306a\u4eba\u6750\u4e0d\u8db3\u304c\u61f8\u5ff5\u3055\u308c\u3066\u3044\u307e\u3059\u3002<\/p>\n\n\n\n

                \u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u4e0d\u8db3\u3059\u308c\u3070\u5bfe\u5fdc\u3067\u304d\u308b\u4ef6\u6570\u304c\u6e1b\u308a\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u4f4e\u4e0b\u306b\u3064\u306a\u304c\u308a\u304b\u306d\u307e\u305b\u3093\u3002<\/p>\n\n\n\n

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