ãå°±è·æŽ»åãããããèããªããšãããªããã©ã颿¥ã§è©±ãã¬ã¯ãã«ïŒåŠçæä»£ã«åãå
¥ããããšïŒããªãâŠãããµãŒã¯ã«ãã¢ã«ãã€ãçµéšãããªããã©ãããã§å€§äžå€«ããªïŒããšäžå®ã«æã£ãŠãã倧åŠçã¯å€ãã®ã§ã¯ãªãã§ããããã
ç¹ã«ãåšãã®å人ããã§ã«äœããå§ããŠããã®ãç¥ããšãçŠããæããŠããŸããŸããããäŒæ¥ã«è©äŸ¡ãããã¬ã¯ãã«ãäœããããããã©ã®ããã«è©±ãã°è¯ãã®ãé ãæ±ããŠãããããããŸããã
ãå®å¿ãã ããããã®èšäºã§ã¯ãäŒæ¥ãã¬ã¯ãã«ãéããŠæ¬åœã«ç¥ãããããšã颿¥å®ã«é¿ãããã«äŒããããã®å
·äœçãªäœæã¹ããããè©±ãæ¹ã®æ³šæç¹ããããŠé¢æ¥ã§èããã質åäŸ5éžããåããããã解説ããŸãã
âŒç®æ¬¡
ãã¬ã¯ãã«ããšããèšèèªäœã¯ç¥ã£ãŠããŠããããªãäŒæ¥ã¯ãããªããšãèãã®ã ããïŒããåŠçæä»£ã®æŽ»åãä»äºãšã©ãé¢ä¿ããã®ã ããïŒããšçåã«æããŠããæ¹ãããã§ãããã
æ¬ç« ã§ã¯ããŸãã¬ã¯ãã«ãæã掻åã®å
·äœçãªå®çŸ©ã解説ããŸãããã®äžã§ãäŒæ¥ããã®ãšããœãŒãã®æŽ»åå
容ãã®ãã®ã§ã¯ãªããããªãã®è¡åã®ããã»ã¹ãèœåãç¥ãããã£ãŠãããšãããæ ¹æ¬çãªçç±ã«ã€ããŠæ·±æãããŠè§£èª¬ããŸãã
ã¬ã¯ãã«ãšã¯ãæåéããåŠçæä»£ã«æãåãå
¥ããŠäž»äœçã«åãçµãã æŽ»åãçµéšããæããŸãã
éèŠãªã®ã¯ãåã«ãäœãããŠãããããšããæŽ»åå
容ãã®ãã®ã§ã¯ãªããããã®çµéšãéããŠããªããã©ãæé·ããã©ã®ãããªèœåãçºæ®ãããããšããããã»ã¹ã«ãããŸãã
äŒæ¥ãæ°åæ¡çšã®é¢æ¥ã§ã¬ã¯ãã«ãå°ããã®ã¯ãããªãã®ç±æãäººéæ§ãç¥ãããã ãã§ã¯ãããŸãããäž»ã«ä»¥äžã®3ç¹ãææ¡ããããšèããŠããŸãã
ãâ ä»äºãžã®åçŸæ§ïŒæ±çšçãªã¹ãã«ïŒã
ãç®æšèšå®åãã課é¡è§£æ±ºèœåããåšå²ãå·»ã蟌ãåããPDCAãåãåããªã©ãããªããçµéšã®äžã§çºæ®ããèœåããå
¥ç€ŸåŸã«ä»äºã§æŽ»ããããã倿ããŠããŸãã
ãâ¡ã¢ãããŒã·ã§ã³ã®æºæ³ïŒäŸ¡å€èгïŒã
äœã«å°é£ãæããäœãä¹ãè¶ããããšã«åã³ãæããã®ãããã®è¡åã®åååãšãªã䟡å€èгãç¥ãããšã§ãèªç€Ÿã®ç€Ÿé¢šãä»äºå
容ãšããããããã©ãããèŠãŠããŸãã
ãâ¢ããªããšããäººéæ§ã
ååœããªããããªãèªèº«ã®èšèã§çå£ã«åãçµãã ãšããœãŒããèãããšã§ãããªãã®åæ§ãèãæ¹ãèª å®ãã確èªããŠããŸãã
ã€ãŸããã¬ã¯ãã«ã®é¢æ¥å¯Ÿçãšã¯ãããªããæã£ãŠããããŒã¿ãã«ã¹ãã«ïŒæã¡éã³å¯èœãªèœåïŒãšäŸ¡å€èгããéå»ã®å
·äœçãªè¡åãéããŠèšŒæããããšã«å°œããã®ã§ãã
ã©ããªãšããœãŒãã§ããäŒãæ¹æ¬¡ç¬¬ã§é¢æ¥å®ã®å°è±¡ã¯å€§ããå€ãããŸãã颿¥ã§è«ççã«ããã€ããªãã®é
åãäŒããã¬ã¯ãã«ã話ãããã®åºæ¬çãªæ§æã¹ããããç¿åŸããŸãããããã®ãã¬ãŒã ã¯ãŒã¯ã¯ãéç§°ãSTARïŒã¹ã¿ãŒïŒã®æ³åããšãåŒã°ããéåžžã«æå¹ã§ãã
ãç§ãåŠçæä»£ã«æãåãå ¥ããããšã¯ãããšããæŽ»åã§ãããšæåã«çµè«ãè¿°ã¹ã話ã®è»žãæç¢ºã«ããŸãã
ã©ã®ãããªç¶æ³ïŒSituationïŒã§ãäœãç®æšïŒTaskïŒãšããŠããã®ããäŒããŸããïŒäŸïŒã売äžãå幎æ¯150%ã«ãããïŒ
çŽé¢ããå°é£ã«å¯Ÿããããªããã©ã®ããã«èããã©ã®ãããªå ·äœçãªè¡åïŒActionïŒãèµ·ãããã®ããæã詳ãã説æããŸããïŒäŸïŒèª²é¡è§£æ±ºã®ããã«ã顧客ãžã®ãã¢ãªã³ã°ã100件宿œãããïŒ
è¡åã«ãã£ãŠã©ã®ãããªçµæïŒResultïŒãåŸãããããå®éçã«äŒãããã®çµéšããã©ã®ãããªèœåãåŸãŠãå ¥ç€ŸåŸã«ã©ã掻ããããããã¢ããŒã«ããŠç· ãããããŸãã
åè¿°ã®ãã¬ãŒã ã¯ãŒã¯ã§è«ççãªæ§æã¯å®ç§ã§ããããã«é¢æ¥å®ã®å°è±¡ã«æ®ããããã®åŠçã¯å
¥ç€ŸåŸã«æŽ»èºãããã ããšæããŠãããããã®ãã¯ããã¯ãæèããŸãããã
颿¥å®ã®éäžåãä¿ã€ããã«ãã¬ã¯ãã«ã話ãæéã¯ã1åããé·ããŠã1ååïŒ400åçšåºŠïŒããç®å®ã«ç·Žç¿ããåçãã³ã³ãã¯ãã«ãŸãšããããšãéèŠã§ãã
å¿
ããStep 1ãã®çµè«ãæåã«äŒãããã®åŸã®èª¬æããäœã話ããŠãããããããã«åãããããç°¡æœã«åºåããªãã話ããŸããããããã«ããã颿¥å®ã¯ããã®åŠçã¯èŠç¹ãæŽçããŠè©±ããããžãã¹ã¹ãã«ãããããšè©äŸ¡ããŠãããŸãã
ã¬ã¯ãã«ã®ãšããœãŒãã«çå®å³ãæããã説åŸåãé«ããããã«ã¯ããå
·äœæ§ããšãäººéæ§ãã®äž¡æ¹ãæ¬ ãããŸããã
ã»å
·äœçãªæ°åïŒå®éæ
å ±ïŒïŒå£²äžãã%ãé客ããåãããã¶æéãªã©ãå®éçãªæ
å ±ãçšããããšã§ãããªãã®åªåã®èŠæš¡ãšå®çžŸãæ£ç¢ºã«äŒãããŸãã
ã»ææ
ãšèšèïŒãæ£çŽçŠããŸãããããã©ãã«ãä¹ãè¶ããããšãã匷ãæãããããªã©ãããªãã®å
é¢çãªèè€ãåæ©ã衚çŸããããšã§ãç±æãæ¬æ°åºŠãäŒãããè©±ã«æ·±ã¿ãå¢ããŸãã
倱æãæ«æãçµéšããããããäœãåŠãã§æ¬¡ã«ã©ã掻ãããããè©±ãæ¹ããããªãã®ãèªå·±ç解床ããšãæé·ææ¬²ãã匷ãã¢ããŒã«ã§ããŸãã
倱æã®çµéšã話ãéã¯ããåå ã¯ç§ã®èšç»æ§ã®çãã«ãããšåçããæ¬¡ã®æ©äŒã§ã¯â³â³ãšããæé ãèžãããã«ããŠããŸãããšããããã«ãèªå·±åæãšå
·äœçãªæ¹åçãŸã§ã»ããã§è©±ããŸãããã
ã¬ã¯ãã«ã®å
容ãçŽ æŽããããŠããè©±ãæ¹ãå§¿å¢ã«é
æ
®ããªããšå°è±¡ãæªããªã£ãŠããŸããŸãã以äžã®ç¹ã«ç¹ã«æ³šæããŸãããã
話ã®åé ïŒçµè«ïŒã¯æãéèŠã§ããèªä¿¡ãæã£ãŠãèãåãããã声éã§ãããããšè©±ããŸãããã
ç®ç·ãæ³³ããããé©åºŠã«é¢æ¥å®ã®ç®ãèŠãŠè©±ãããšã§ãèª å®ããšèªä¿¡ãäŒãããŸãã
颿¥å®ã®æ·±æã質åã«å¯Ÿããæå³ããå€ããã«ç°¡æœã«çããããæ³šæããŸãããã
ã仿¹ãªããã£ãããé¢åã ã£ãããšãã£ããã¬ãã£ããªè¡šçŸã¯é¿ããããžãã£ããªèšèã§ä¹ãè¶ããå§¿å¢ãäŒããŸãããã
ã¬ã¯ãã«ã話ãçµããåŸã颿¥å®ã¯ããªãã®åçãçå®ãããŸãä»äºã«æŽ»ãããèœåããããã倿ããããã«ãå¿ ãæ·±æã質åãããŠããŸããåçãçšæããéã«ã¯ã以äžã®è³ªåãžã®åãçããç·Žç¿ããŠãããŸãããã
ãããããããªããã®æŽ»åã«åãå
¥ããããšæã£ãã®ã§ããïŒãïŒæŽ»åã®åæ©ïŒ
ããã®äžã§ãããªããæããã圹å²ããŸãã¯ããªãã ãã®ç¬èªã®è¡åã¯äœã§ããïŒãïŒäž»äœæ§ïŒ
ãæŽ»åã®äžã§æã倧å€ã ã£ãããšãæ«æãããã«ãªã£ãç¬éã¯äœã§ããïŒãïŒå°é£ã®åºŠåãïŒ
ããã®èª²é¡ã«å¯ŸããŠãå
·äœçã«ããã€ãã©ã®ãããªæ¹åçãå®è¡ããŸãããïŒãïŒèª²é¡è§£æ±ºããã»ã¹ïŒ
ããã®æŽ»åãéããŠãããªããæãæé·ãããšæãç¹ã¯ã©ãã§ããïŒãïŒåŠã³ïŒ
ããã®çµéšã§åŸãåŠã³ã¯ãåœç€Ÿã®ä»äºã§ã©ã®ããã«æŽ»ãããŸããïŒãïŒåçŸæ§ïŒ
ãããŒã ãã¡ã³ããŒãšæèŠã察ç«ããéãã©ã®ããã«å¯Ÿå¿ããŸãããïŒãïŒå調æ§ã»ã³ãã¥ãã±ãŒã·ã§ã³ïŒ
ãåšå²ã®äººéãå·»ã蟌ãããã«ãã©ã®ãããªå·¥å€«ãããŸãããïŒãïŒãªãŒããŒã·ããïŒ
ããã®çµéšã«ãããæåã¯ãããªãã«ãšã£ãŠã©ã®ãããªæå³ããããŸããïŒãïŒäŸ¡å€èгïŒ
ãããäžåºŠåãæŽ»åããããšããŠãä»åºŠã¯äœãå€ããŸããïŒãïŒåçãšæé·ææ¬²ïŒ
ããŠããããŸã§ã¯ã¬ã¯ãã«ã®çãæ¹ã«ã€ããŠãè«çæ§æããè©±ãæ¹ãŸã§ã話ããŠããŸããããããã¯åœ¢åŒçãªãã®ã§ãããçããã®äžã«ã¯ãçµå±ã©ããªè©±ãããã°é¢æ¥å®ã«è¯ãåå¿ãããŠããããã®ïŒããšçåã«æã£ãŠããæ¹ãããã£ãããããšã§ãããã
ããã§æ¬ç« ã§ã¯ããããæŽ»åãã§ãªããŠããäŒæ¥ããé«ãè©äŸ¡ããããšããœãŒãã«å«ãŸããäžèŠçŽ ã«ã€ããŠã話ãããŸãã
åã«ãé 匵ã£ãããšããæ°æã¡ã®è©±ã§ã¯ãªããããããšããç®æšãéæããããã«ã¯ãçŸç¶ã®â³â³ãšãã課é¡ã解決ããå¿
èŠãããããšããè«ççãªã¹ã¿ãŒãã©ã€ã³ãèšå®ãããŠããããšãéèŠã§ãã
äŒæ¥ã¯ãç©äºã®ç®çãçè§£ããçŸç¶ãšç®æšã®ã®ã£ãããåããããã®èª²é¡ãç¹å®ããèœåïŒèª²é¡èšå®èœåïŒãèŠãŠããããã§ããç®æšãå
·äœçã§ããã»ã©ãåŸã®åªåã®æ¹åæ§ãæç¢ºã«ãªãã説åŸåãå¢ããŸãã
誰ãããã®æç€ºãããã¥ã¢ã«ã«åŸãã ãã§ãªããèªåã§èããç©æ¥µçã«è¡åãã倱æããåŠã³ãæ¹åãããšããäžé£ã®ããã»ã¹ãããããšãè©äŸ¡ãããŸããç¹ã«ã詊è¡é¯èª€ïŒPDCAãµã€ã¯ã«ïŒã®éçšã§ã¯ãå°é£ã«çŽé¢ããéã«ç«ã¡æ¢ãŸããã«è§£æ±ºçãæ¢æ±ããç²ã匷ãããè«ççãªæèåã瀺ãããŸãã
ãã®äž»äœçãªè¡åããããå
¥ç€ŸåŸã«èªåŸçã«ä»äºãé²ãããã人æã§ããããšã®èšŒæã«ãªããŸãã
掻åã®çµæãšããŠåŸãããå®çžŸã¯ãã¡ãã倧åã§ããããã以äžã«ããã®çµéšãéããŠãããªããã©ããªæ±çšçãªèœåã身ã«ã€ãããããäŒããããšãéèŠã§ãã
äŸãã°ããèšç»æ§ããããŒã ã¯ãŒã¯ããç²ã匷ãããã³ãã¥ãã±ãŒã·ã§ã³èœåããªã©ãè·çš®ãåããä»äºã«æŽ»ãããèœåãšããŠèšèªåããå
¥ç€ŸåŸã«ã©ãè²¢ç®ã§ããããçµã³ã€ããŠèªããããšã§ãããªãã®çµéšã®äŸ¡å€ã¯æå€§éã«é«ãŸããŸãã
äžèšã®äžèгç¹ãèžãŸããã¢ã«ãã€ãããµãŒã¯ã«æŽ»åã§ããåãªããæŽ»åå
容ãã§ã¯ãªããããã®çµç¹ã®èª²é¡è§£æ±ºã«ã©ãè²¢ç®ãããããšããèŠç¹ã§æãäžããŠã¿ãŸãããã
âãµãŒã¯ã«ïŒé客äžè¶³ãã¢ãããŒã·ã§ã³ã®äœäžãšãã£ã課é¡ã«å¯Ÿããããªããã©ã®ãããªæŠç¥ãç«ãŠãã¡ã³ããŒãå·»ã蟌ã¿ãçµæçã«ã©ã®ãããªæ¹åãããããããã
âã¢ã«ãã€ãïŒããã¥ã¢ã«éãã«åãã®ã§ã¯ãªãã売äžåäžããªãã¬ãŒã·ã§ã³æ¹åãšãã£ãåºèã®èª²é¡ã«å¯Ÿãã瀟å¡ã®ç«å Žã«ãªã£ãŠã©ã®ããã«ææ¡ã»å®è¡ãããã
äžèŠããããæŽ»åãã§ãªããŠãã颿¥å®ã«ãšã£ãŠé
åçã«æããã¬ã¯ãã«ã«è¿ã¥ãã¯ãã§ãã
ããã§ããèªåã«ã¯ãŸã èªä¿¡ãæã£ãŠèªãããšããœãŒãããªãããšæãããæ¹ã«ããããã®éžæè¢ããé·æã€ã³ã¿ãŒã³ãã§ããäŒæ¥ã®æ¡çšæ
åœè
ã¯ãããããžãã¹ã«è¿ãç°å¢ã§ã®çµéšãé«ãè©äŸ¡ããåŸåã«ãããŸãã
é·æã€ã³ã¿ãŒã³ã¯ã瀟å¡ãšåæ§ã®è²¬ä»»ããæ¥åã«åãçµã¿ãŸãããã®çµéšã¯ãã¬ã¯ãã«ãå§åçã«å
å®ãããããã®ç¹å¹è¬ãšãªããŸããããžãã¹ã®å°éçšèªãè«ççæèãPDCAãµã€ã¯ã«ãåãåãèªç¶ãšèº«ã«ã€ãããã颿¥ã§èªä¿¡ãæã£ãŠè©±ããããã«ãªããŸãã
ãã®èšäºã§ã¯ã颿¥ã§è©äŸ¡ãããã¬ã¯ãã«ã®å®çŸ©ãäŒæ¥ãæ±ãããã€ã³ãããããŠè«ççãªäŒãæ¹ãšè©±ãæ¹ã®æ³šæç¹ãããã«ã¯é¢æ¥å®ã®æ·±æã質åäŸãŸã§è§£èª¬ããŸããã
éèŠãªã®ã¯ãçµéšã®æŽŸæãã§ã¯ãªãããããªãããã®çµéšãéããŠäœãèããã©ãè¡åããäœãåŠãã ããã§ãããŸãã¯ãã®ãã¬ãŒã ã¯ãŒã¯ã«æ²¿ã£ãŠãããªãã®å€§åŠçæŽ»ãæ¯ãè¿ã£ãŠã¿ãŸãããã
ããããããã¯ã話ãããããªå
·äœçãªããžãã¹çµéšããªãããšæãããªããä»ããã§ãé
ããããŸããããã²é·æã€ã³ã¿ãŒã³ã«ææŠããŠã¿ãŠãã ããã
é·æã€ã³ã¿ãŒã³ã¯ãããªãèªèº«ã®ãã£ãªã¢ã®æéãèŠã€ããªããã絊äžãåŸãŠã就掻ã§åŒ·åãªã¬ã¯ãã«ãç¯ãããã®æãçŸå®çã§ããã€æé·ã«ã€ãªããéã§ãã