JP2006119759A - Customer satisfaction level prediction program and computer readable recording medium with the program recorded thereon - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To satisfy both customers and employees by calculating customer satisfaction level on the basis of a commodity quality factor and a commodity price factor derived from questionnaire information, and predicting based on the customer satisfaction level and employee satisfaction level a value generation factor that serves as an index for satisfying both customers and employees. <P>SOLUTION: A customer satisfaction level prediction program 100 includes a customer questionnaire information aggregation routine 1; a commodity quality enhancement policy investigation routine 2; a commodity breakdown routine 3; a cost control routine 4; an employee questionnaire information aggregation routine 5; an employee satisfaction enhancement policy investigation routine 6; and an employee measure breakdown routine 7. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  The present invention relates to a program for predicting customer satisfaction and a computer-readable recording medium on which the program is recorded.

  Conventionally, when newly developing or planning a product or service, a method of collecting questionnaire information obtained from customers, statistically analyzing the questionnaire information, and reflecting the analysis result on a new product has been conventionally performed. In recent years, a program has been developed to extract the main part from a questionnaire information database using a computer and to effectively use the questionnaire information.

  However, even if the main part is extracted from the questionnaire information, there are many cases in which the contents are diverse. After all, it is often the case that an item is selected from the extracted main part according to the subjectivity of the manager or the developer. Also, measures for products and services are examined from the main part of the questionnaire information, the cost required for these is estimated, and a case study is performed to determine which measures are appropriate. However, the estimation work is difficult to perform systematically and requires a lot of time, so it is currently impossible to conduct a wide range of case studies.

  The reason why customers' voices are not easily reflected in products and services is that the customer satisfaction that is the basis for evaluation is vague and the concept is too broad. There are various approaches to customer satisfaction. (For example, see Patent Document 1)

Furthermore, if a company that handles products and services and its employees are not profitable even if only the customer's requirements are achieved, the company's morale will decline and it will continue to provide products that satisfy customers. Can not.
JP 2002-358400 A

  Therefore, the present invention systematically reflects the customer's voice on the product and obtains the product quality factor based on the main part extracted from the customer questionnaire information in order to facilitate the case study of product development. Furthermore, the target price fluctuation is reflected in the cost, and the product price coefficient is obtained. It is an object of the present invention to provide a customer satisfaction prediction program for predicting customer satisfaction from a product quality coefficient and a product price coefficient, and a computer-readable recording medium on which the customer satisfaction prediction program is recorded. Furthermore, the present invention systematically reflects the voices of employees and develops products that can satisfy both customers and employees, so that employee satisfaction is based on the key parts extracted from employee questionnaire information. Find the degree. Furthermore, the target price fluctuation is reflected in the cost, and the product price coefficient is obtained. Customer satisfaction forecasting program that predicts the value creation coefficient as an index to obtain both customer and employee satisfaction from customer satisfaction and employee satisfaction, and customer satisfaction from customer quality and product price coefficients An object of the present invention is to provide a computer-readable recording medium in which a prediction program is recorded.

  In order to solve the above problems, the present invention weights the main part extracted from the questionnaire information of the customer, and obtains the product quality coefficient when the quality of the customer expected item is changed from the current value to the target value. The distribution ratio of the target product is allocated to the target value fluctuation of the customer expectation item, the result is reflected in the cost, and the product price coefficient is obtained. Customer satisfaction is predicted by dividing the product quality factor by the product price factor. Furthermore, the main part extracted from the questionnaire information of the employee is weighted, and the employee satisfaction when the target value of the quality of the employee expectation item is changed from the current value is obtained. The distribution ratio of the target measure is allocated to the target value fluctuation of the employee expectation item, the result is reflected in the cost, and the product price coefficient is obtained. Customer satisfaction is obtained by dividing the product quality factor by the product price factor, and the value creation factor is estimated as an index for obtaining customer and employee satisfaction by multiplying customer satisfaction and employee satisfaction.

  Specifically, the customer satisfaction prediction program to be executed by the computer according to the present invention includes a quality expectation item frequency acquisition step for acquiring a quality expectation item obtained by a survey for a customer and the frequency of the quality expectation item; Quality expected score total step for calculating a quality expected score total that is a sum of frequencies of the quality expected items acquired in the quality expected item frequency acquisition step, the quality expected items acquired in the quality expected item frequency acquisition step, and the Quality priority expectation items to be extracted from the frequency of quality expectation items and the quality priority expectation item acquisition step for obtaining the expected points for each quality item of the quality priority expectation items, and the quality items acquired in the quality priority expectation item acquisition step Divide the other expected points by the total expected quality scores and calculate the percentage to calculate the percentage by quality item. A quality-oriented ratio sum calculating step for calculating the sum of the quality-oriented ratios calculated in the quality-oriented ratio calculating step, and a sum of the quality-oriented priority ratios calculated in the quality-oriented ratio total calculating step. An unselected quality item ratio calculation step that is subtracted from 100 to obtain a ratio of items that are not selected as the quality priority expected item, and obtains the current quality value for the quality priority expected item acquired in the quality priority expected item acquisition step A current quality value acquisition step, a quality target value acquisition step for acquiring a quality target value for the quality priority expected item acquired in the quality priority expected item acquisition step, and the current quality value acquired in the current quality value acquisition step The absolute value of the value obtained by subtracting the quality target value acquired in the quality target value acquisition step from the current quality value A quality improvement coefficient calculating step for dividing and adding 1 to obtain a quality improvement coefficient, the quality item importance ratio calculated in the quality importance ratio calculation step, and the quality improvement coefficient calculated in the quality improvement coefficient calculation step In the quality contribution value calculation step, the quality contribution value calculation step for calculating the sum of the quality contribution values calculated in the quality contribution value calculation step, and the unselected quality item ratio calculation step. A product quality factor that obtains a product quality factor by adding the ratio of items not selected to the calculated quality priority expectation item and the sum of the quality contribution values calculated in the quality contribution value summation calculating step and dividing by 100 A calculation step, and a target product or target service for customer satisfaction with respect to the quality priority expected item acquired in the quality priority expected item acquisition step; A quality measure item acquiring step for acquiring a quality measure item, a quality distribution ratio acquiring step for acquiring a quality distribution ratio for each quality priority expected item of the quality measure item acquired in the quality measure item acquiring step, and the quality A quality distribution contribution value calculating step of multiplying the quality distribution ratio acquired in the distribution ratio acquisition step and the quality contribution value calculated in the quality contribution value calculation step to obtain a quality distribution contribution value; and the quality distribution contribution value calculation step The quality distribution contribution value sum total calculating step for calculating the sum of the quality distribution contribution values calculated in step 1 for each quality measure item, and acquiring the current quality price value for each quality measure item acquired in the quality measure item acquiring step The sum of the current quality price value acquired in the current quality price current value acquisition step and the current quality price current value acquisition step The current price value summation step calculated as a total and the quality price target value for each quality measure item to be allocated by the sum of the quality distribution contribution values for each quality measure item calculated in the quality distribution contribution value summation calculation step are acquired. Quality price target value acquisition step, Price target value total step for calculating the sum of the quality price target values acquired in the quality price target value acquisition step as a price target value total, and the price target value total step calculated in the price target value total step A product price coefficient calculation step for obtaining a product price coefficient by dividing a price target value total by the current price value total calculated in the current price value total step, and the product quality coefficient calculated in the product quality coefficient calculation step A customer satisfaction calculation step for obtaining customer satisfaction by dividing by the product price coefficient calculated in the product price coefficient calculation step; Characterized in that it contains.

  By acquiring the main part of the customer questionnaire information as a quality priority expectation item, the customer's voice can be accurately reflected in the product. By obtaining quality target values for individual quality priority items, detailed product quality factors can be set. By obtaining the product quality factor based on the acquired quality target value, it is possible to quantitatively recognize how much the product quality has improved.

  Furthermore, by acquiring the quality measure items that are the targets of quality improvement and acquiring the quality distribution ratio for each quality measure item, it is possible to easily distribute the amount of quality improvement added to which product. By acquiring the target price of quality price considering this increase in distribution, improvement in product quality can be reflected in the product price. Further, by obtaining the customer satisfaction from the product quality coefficient and the product price coefficient obtained by quantifying the product quality, it is possible to quantitatively obtain the customer satisfaction considering both the product quality and the cost.

  Further, a customer satisfaction prediction program to be executed by a computer according to the present invention includes a target customer satisfaction acquisition step for acquiring a target customer satisfaction that is a target value of the customer satisfaction, and a customer satisfaction calculation step. It is preferable to further add a customer satisfaction comparison value calculating step for obtaining a customer satisfaction comparison value by subtracting the target customer satisfaction in the target customer satisfaction acquisition step from the calculated customer satisfaction. The target customer satisfaction is acquired, compared with the customer satisfaction calculated by the customer satisfaction prediction program, and when it is determined that the target customer satisfaction is not satisfied, the customer satisfaction prediction program according to the present invention is executed again. Can do.

  Furthermore, the customer satisfaction prediction program to be executed by the computer according to the present invention is the quality target value acquisition step when the customer satisfaction comparison value calculated in the customer satisfaction comparison value calculation step is negative. It is preferable to have a quality target value reset step for resetting the acquired quality target value, to acquire the quality target value again, and to proceed to the quality improvement coefficient calculation step after completing the acquisition of the quality target value. When the target customer satisfaction is not satisfied, the case study closer to the target customer satisfaction can be performed by acquiring the quality target value again.

  The customer satisfaction degree prediction program to be executed by the computer according to the present invention is acquired at the quality distribution ratio acquisition step when the customer satisfaction comparison value calculated at the customer satisfaction comparison value calculation step is negative. A quality distribution ratio resetting step for resetting the quality distribution ratio, acquiring the quality distribution ratio again, and proceeding to the quality distribution contribution value calculating step after completing the acquisition of the quality distribution ratio. When the target customer satisfaction is not satisfied, the case study closer to the target customer satisfaction can be performed by acquiring the quality distribution ratio again.

  Further, the customer satisfaction prediction program to be executed by the computer according to the present invention provides the quality price target value acquisition step when the customer satisfaction comparison value calculated in the customer satisfaction comparison value calculation step is negative. It is preferable to have a quality price target value resetting step for resetting the quality price target value acquired in step 3, acquire the quality price target value again, and proceed to the price target value totaling step. When the target customer satisfaction is not satisfied, the case study closer to the target customer satisfaction can be performed by acquiring the quality price target value again.

  A customer satisfaction degree prediction program for causing a computer to execute the present invention includes an employee expectation item frequency acquisition step for acquiring an employee expectation item obtained by a survey on the employee and the frequency of the employee expectation item, The employee expected score total step for calculating the employee expected score total that is the sum of the frequencies of the employee expected item frequency acquired in the employee expected item frequency acquisition step, and the employee acquired in the employee expected item frequency acquisition step. An employee priority expected item extracted from the employee expected items and the frequency of the employee expected items, and an employee priority expected item acquisition step of acquiring the expected points for each employee item of the employee priority expected items, and the employee Divide the expected point by employee item acquired in the priority expected item acquisition step by the total expected employee score to calculate the percentage, Employee-emphasized ratio calculation step, Employee-emphasized ratio sum calculating step for calculating the sum of the emphasis ratio for each employee item calculated in the employee-emphasized ratio calculating step, and Employee-focused ratio sum calculating step The unselected employee item ratio calculation step for subtracting the sum of the importance ratios by employee item from 100 and determining the ratio of items not selected as the employee priority expected items, and the employee priority expected item acquisition step Employee satisfaction current value acquisition step for acquiring the employee satisfaction current value for the employee priority expected item acquired in step 1, and the employee satisfaction target value for the employee priority expected item acquired in the employee priority expected item acquisition step From the employee satisfaction target value acquisition step and the employee satisfaction current value acquisition step. Employee satisfaction improvement by dividing the absolute value of the value obtained by subtracting the employee satisfaction target value acquired in the employee satisfaction target value acquisition step by the current employee satisfaction value and adding 1 to the employee satisfaction improvement coefficient An employee contribution value is obtained by multiplying the coefficient calculation step, the employee item importance ratio calculated in the employee importance ratio calculation step, and the employee satisfaction improvement coefficient calculated in the employee satisfaction improvement coefficient calculation step. An employee contribution value calculation step, an employee contribution value sum calculation step for calculating the sum of the employee contribution values calculated in the employee contribution value calculation step, and the unselected employee item ratio calculation step. The ratio of items not selected as the employee priority expected items and the sum of the employee contribution values calculated in the employee contribution value sum calculation step are added, and divided by 100 to give the employee Employee satisfaction calculation step for obtaining satisfaction, and employee measure item acquisition step for acquiring an employee measure item that is subject to employee satisfaction with respect to the employee priority expected item acquired in the employee priority expected item acquisition step An employee satisfaction distribution ratio acquisition step for acquiring an employee satisfaction distribution ratio for each of the employee priority expected items of the employee policy items acquired in the employee policy item acquisition step, and acquisition of the employee satisfaction distribution ratio An employee distribution contribution value calculation step of multiplying the employee satisfaction distribution ratio acquired in the step and the employee contribution value calculated in the employee contribution value calculation step to obtain an employee distribution contribution value, and the employee distribution An employee distribution contribution value sum calculation step for calculating the sum of the employee distribution contribution values calculated in the contribution value calculation step for each employee measure item; The employee measure price current value acquisition step for acquiring the employee measure price current value for each employee measure item acquired in the employee measure item acquisition step, and the employee measure acquired in the employee measure price current value acquisition step Add the current price value sum to the current price value sum calculated in the current price value summation step, and proceed to the product price coefficient calculation step. An employee measure price target value acquisition step for acquiring an employee measure price target value for each of the employee measure items to be allocated based on a sum of the employee distribution contribution values for each of the employee measure items calculated in the calculation step; The total price target value calculated in the price target value summation step is the sum of the employee measure price target values acquired in the employee measure price target value acquisition step. The customer policy price target value adding step that proceeds to the product price coefficient calculating step, the employee satisfaction calculated in the employee satisfaction calculating step, and the customer calculated in the customer satisfaction calculating step And a value creation coefficient calculation step of obtaining a value creation coefficient by multiplying the degree of satisfaction.

  By acquiring the main part of employee questionnaire information as an employee priority expectation item, the voice of the employee can be accurately reflected. Detailed employee satisfaction can be set by obtaining employee satisfaction target values for individual employee priority expectations. By obtaining employee satisfaction based on the acquired employee satisfaction target value, it is possible to quantitatively recognize how much employee satisfaction has improved.

  Furthermore, by acquiring the employee policy items that are subject to employee satisfaction and acquiring the employee satisfaction distribution ratio for each employee policy item, it is said that how much employee satisfaction improvement will be added to which policy. Distribution can be done easily. By acquiring the target price for employee measures that takes this increase in distribution into account, the improvement in employee satisfaction can be reflected in the product price. In addition, by calculating the value creation coefficient from the customer satisfaction and employee satisfaction obtained from the product quality factor and the product price coefficient, the value creation coefficient considering the three factors of product quality, cost and employee satisfaction can be quantitatively calculated. Obtainable.

  Further, a customer satisfaction prediction program to be executed by a computer according to the present invention includes a target employee satisfaction acquisition step of acquiring a target employee satisfaction that is a target value of the employee satisfaction, and the employee satisfaction Employee satisfaction comparison value calculation step for obtaining an employee satisfaction comparison value by subtracting the target employee satisfaction acquired in the target employee satisfaction acquisition step from the employee satisfaction calculated in the degree calculation step Are preferably added. When the target employee satisfaction is obtained and compared with the employee satisfaction calculated by the customer satisfaction prediction program, if it is determined that the target employee satisfaction is not satisfied, the customer satisfaction prediction program according to the present invention is again executed. Can be executed.

  Further, the customer satisfaction prediction program to be executed by the computer according to the present invention provides the employee satisfaction target when the employee satisfaction comparison value calculated in the employee satisfaction comparison value calculation step is negative. An employee satisfaction target value resetting step for resetting the employee satisfaction target value acquired in the value acquisition step, acquiring the employee satisfaction target value again, and completing the acquisition of the employee satisfaction target value; It is preferable to proceed to a satisfaction improvement coefficient calculation step. When the target employee satisfaction is not satisfied, the case study closer to the target employee satisfaction can be obtained by acquiring the employee satisfaction target value again.

  The customer satisfaction prediction program to be executed by the computer according to the present invention obtains the employee satisfaction distribution ratio when the employee satisfaction comparison value calculated in the employee satisfaction comparison value calculation step is negative. There is an employee satisfaction distribution ratio reset step for resetting the employee satisfaction distribution ratio acquired in the step, the employee satisfaction distribution ratio is acquired again, and the employee distribution contribution is made after the acquisition of the employee satisfaction distribution ratio is completed. Proceeding to a value calculation step. When the target employee satisfaction is not satisfied, the case study closer to the target employee satisfaction can be obtained by acquiring the employee satisfaction distribution ratio again.

  Further, the customer satisfaction prediction program to be executed by the computer according to the present invention provides the employee measure price when the employee satisfaction comparison value calculated in the employee satisfaction comparison value calculation step is negative. An employee measure price target value resetting step for resetting the employee measure price target value acquired in the target value acquiring step, acquiring the employee measure price target value again, and adding the employee measure price target value; It is preferable to proceed to. When the target employee satisfaction is not satisfied, the case measure closer to the target employee satisfaction can be obtained by acquiring the employee measure price target value again.

  The computer-readable recording medium according to the present invention is obtained in a quality expectation item frequency acquisition step for acquiring a quality expectation item obtained in a survey for a customer and the frequency of the quality expectation item, and the quality expectation item frequency acquisition step. A quality expected score total step that calculates a total quality expected score that is the sum of the frequencies of the quality expected items, and the quality expected items acquired in the quality expected item frequency acquisition step and the frequency of the quality expected items are extracted. Quality priority expectation item and the quality priority expectation item acquisition step for acquiring the quality priority expectation item for each quality item expectation point, and the quality item expectation point acquired in the quality priority expectation item acquisition step as the total quality expectation score A quality-oriented ratio calculation step for dividing and calculating a percentage to give an importance ratio for each quality item, and the quality-oriented ratio calculating step. Subtracting the sum of the emphasis ratio for each quality item calculated in the quality emphasis ratio sum calculation step and the quality emphasis ratio for each quality item calculated in the above-mentioned quality emphasis ratio sum calculation step. A non-selected quality item ratio calculating step as a ratio of items not selected as items, a current quality value acquisition step for acquiring a current quality value for the quality priority expected item acquired in the quality priority expected item acquisition step, A quality target value acquisition step for acquiring a quality target value for the quality priority expected item acquired in the quality priority expected item acquisition step, and a quality target value acquisition step from the current quality value acquired in the current quality value acquisition step The quality improvement coefficient is obtained by dividing the absolute value of the value obtained by subtracting the quality target value by the current quality value and adding 1. A quality contribution value that is a quality contribution value obtained by multiplying the quality item importance ratio calculated in the quality improvement ratio calculation step and the quality item importance ratio calculated in the quality importance ratio calculation step by the quality improvement coefficient calculated in the quality improvement coefficient calculation step. Not selected as the quality priority expected item calculated in the calculating step, the quality contribution value sum calculating step for calculating the sum of the quality contribution values calculated in the quality contribution value calculating step, and the unselected quality item ratio calculating step Product quality coefficient calculation step of adding the ratio of the measured items and the sum of the quality contribution values calculated in the quality contribution value sum calculation step and dividing by 100 to obtain a product quality factor, and the quality important expectation item acquisition step Quality measures that acquire quality measure items that are products or services that satisfy customer satisfaction with respect to the quality priority expectations acquired in Eye acquisition step, quality distribution ratio acquisition step for acquiring a quality distribution ratio for each quality priority expected item of the quality measure item acquired in the quality measure item acquisition step, and the quality acquired in the quality distribution ratio acquisition step A quality distribution contribution value calculation step that multiplies the distribution ratio by the quality contribution value calculated in the quality contribution value calculation step to obtain a quality distribution contribution value, and the quality distribution contribution value calculated in the quality distribution contribution value calculation step. A quality distribution contribution value sum calculating step for calculating a sum for each quality measure item, a quality price current value acquiring step for acquiring a quality price current value for each quality measure item acquired in the quality measure item acquiring step, The total price current value is calculated by calculating the sum of the current quality price values acquired in the current quality price value acquisition step as the total price current value. And a quality price target value acquisition step for acquiring a quality price target value for each quality measure item to be allocated by the sum of the quality distribution contribution values for each quality measure item calculated in the quality distribution contribution value sum calculation step; A price target value total step for calculating the sum of the quality price target values acquired in the quality price target value acquisition step as a price target value total, and the price target value total calculated in the price target value total step as the price A product price coefficient calculation step for obtaining a product price coefficient by dividing by the total price current value calculated in the current price value total step, and the product quality coefficient calculated in the product quality coefficient calculation step is calculated in the product price coefficient calculation step. And a customer satisfaction calculation step for obtaining customer satisfaction by dividing by the commodity price coefficient. It is characterized by recording a customer satisfaction prediction program.

  By acquiring the main part of the customer questionnaire information as a quality priority expectation item, the customer's voice can be accurately reflected in the product. By obtaining quality target values for individual quality priority items, detailed product quality factors can be set. By obtaining the product quality factor based on the acquired quality target value, it is possible to quantitatively recognize how much the product quality has improved.

  Furthermore, by acquiring the quality measure items that are the targets of quality improvement and acquiring the quality distribution ratio for each quality measure item, it is possible to easily distribute the amount of quality improvement added to which product. By acquiring the target price of quality price considering this increase in distribution, improvement in product quality can be reflected in the product price. Further, by obtaining the customer satisfaction from the product quality coefficient and the product price coefficient obtained by quantifying the product quality, it is possible to quantitatively obtain the customer satisfaction considering both the product quality and the cost.

  Further, the computer-readable recording medium according to the present invention includes a target customer satisfaction acquisition step for acquiring a target customer satisfaction that is a target value of the customer satisfaction, and the customer satisfaction calculated in the customer satisfaction calculation step. A customer satisfaction comparison value calculation step further including a customer satisfaction comparison value calculation step for obtaining a customer satisfaction comparison value by subtracting the target customer satisfaction in the target customer satisfaction acquisition step from the degree preferable. The target customer satisfaction is acquired, compared with the customer satisfaction calculated by the customer satisfaction prediction program, and when it is determined that the target customer satisfaction is not satisfied, the customer satisfaction prediction program according to the present invention is executed again. Can do.

  Further, the computer-readable recording medium according to the present invention provides the quality target acquired in the quality target value acquisition step when the customer satisfaction comparison value calculated in the customer satisfaction comparison value calculation step is negative. It is preferable that a quality target value reset step for resetting the value is acquired, the quality target value is acquired again, and a customer satisfaction prediction program that proceeds to the quality improvement coefficient calculation step after completion of acquisition of the quality target value is recorded. When the target customer satisfaction is not satisfied, the case study closer to the target customer satisfaction can be performed by acquiring the quality target value again.

  When the customer satisfaction comparison value calculated in the customer satisfaction comparison value calculation step is negative, the computer-readable recording medium according to the present invention uses the quality distribution ratio acquired in the quality distribution ratio acquisition step. Including a quality distribution ratio reset step for resetting, acquiring the quality distribution ratio again, and recording a customer satisfaction degree prediction program that proceeds to the quality distribution contribution value calculation step after the acquisition of the quality distribution ratio is completed. When the target customer satisfaction is not satisfied, the case study closer to the target customer satisfaction can be performed by acquiring the quality distribution ratio again.

  Further, the computer-readable recording medium according to the present invention provides the quality acquired in the quality price target value acquisition step when the customer satisfaction comparison value calculated in the customer satisfaction comparison value calculation step is negative. It is preferable to have a quality price target value reset step for resetting the price target value, to acquire the quality price target value again, and to record a customer satisfaction prediction program that proceeds to the price target value summation step. When the target customer satisfaction is not satisfied, the case study closer to the target customer satisfaction can be performed by acquiring the quality price target value again.

  The computer-readable recording medium according to the present invention includes an employee expected item frequency acquisition step for acquiring an employee expected item obtained by a survey on the employee and the frequency of the employee expected item, and the employee expected item frequency. Employee expected score total step for calculating an employee expected score total that is a sum of frequencies of the employee expected items acquired in the acquisition step, the employee expected items acquired in the employee expected item frequency acquisition step, and An employee priority expectation item that is extracted from the frequency of employee expectation items, an employee priority expectation item acquisition step that acquires the expected points of the employee priority expectation items by employee item, and the employee priority expectation item acquisition step Employee-employed ratio total that calculates the percentage by dividing the expected score for each employee item acquired in step 1 above by the total expected score for the employee and calculates the percentage An employee-emphasized ratio sum calculating step for calculating a sum of the emphasis ratio for each employee item calculated in the employee-emphasized ratio calculating step; and for each employee item calculated in the employee-emphasized ratio total calculating step. The unselected employee item ratio calculating step for subtracting the sum of the importance ratio from 100 to make the ratio of items not selected as the employee priority expected item, and the employee acquired in the employee priority expected item acquisition step Employee satisfaction status acquisition step for acquiring employee satisfaction status values for priority expected items and Employee satisfaction status for acquiring employee satisfaction target values for the employee priority expectations items acquired in the Employee Expected Expectation Items acquisition step The employee satisfaction target value is obtained from the employee satisfaction current value acquired in the target value acquisition step and the employee satisfaction current value acquisition step. An employee satisfaction improvement coefficient calculating step of dividing the absolute value of the value obtained by subtracting the employee satisfaction target value acquired in the step by the employee satisfaction current value, and adding 1 to an employee satisfaction improvement coefficient; Employee contribution value calculation step for multiplying the employee item importance ratio calculated in the employee importance ratio calculation step and the employee satisfaction improvement coefficient calculated in the employee satisfaction improvement coefficient calculation step to obtain an employee contribution value The employee contribution value calculation step for calculating the sum of the employee contribution values calculated in the employee contribution value calculation step, and the employee priority expected item calculated in the unselected employee item ratio calculation step. Add the percentage of items not selected and the sum of the employee contribution values calculated in the employee contribution value sum calculation step, and divide by 100 to obtain employee satisfaction. An employee measure item acquisition step for acquiring an employee measure item that is subject to employee satisfaction with respect to the employee priority expectation item acquired in the employee priority expectation item acquisition step; and the employee measure The employee satisfaction distribution ratio acquisition step for acquiring the employee satisfaction distribution ratio for each employee priority expected item of the employee measure item acquired in the item acquisition step, and the employee acquired in the employee satisfaction distribution ratio acquisition step Employee distribution contribution value calculation step that multiplies the employee contribution distribution ratio and the employee contribution value calculated in the employee contribution value calculation step to obtain an employee distribution contribution value, and calculation in the employee distribution contribution value calculation step The employee distribution contribution value sum total calculating step for calculating the sum of the employee distribution contribution values for each employee measure item, and the employee measure item acquisition step Current employee policy price current value acquisition step for acquiring the current employee policy price value for each of the employee policy items acquired in step 1, and the current employee policy price value acquired in the employee policy price current value acquisition step. Add the total sum to the current price value calculated in the current price value summation step and proceed to the product price coefficient calculation step. Calculate in the employee policy price current value addition step and the employee distribution contribution value summation calculation step. An employee measure price target value acquisition step for acquiring an employee measure price target value for each of the employee measure items allocated by the sum of the employee distribution contribution values for each of the employee measure items, and the employee measure price target The sum of the employee measure price target values acquired in the value acquisition step is added to the price target value total calculated in the price target value total step, and the product price Multiplying the employee satisfaction price calculated in the employee satisfaction calculation step and the employee satisfaction calculated in the employee satisfaction calculation step by the employee measure price target value addition step that proceeds to the coefficient calculation step Preferably, a customer satisfaction prediction program including a value creation coefficient calculation step for obtaining a value creation coefficient is recorded.

  By acquiring the main part of employee questionnaire information as an employee priority expectation item, the voice of the employee can be accurately reflected. Detailed employee satisfaction can be set by obtaining employee satisfaction target values for individual employee priority expectations. By obtaining employee satisfaction based on the acquired employee satisfaction target value, it is possible to quantitatively recognize how much employee satisfaction has improved.

  Furthermore, by acquiring the employee policy items that are subject to employee satisfaction and acquiring the employee satisfaction distribution ratio for each employee policy item, it is said that how much employee satisfaction improvement will be added to which policy. Distribution can be done easily. By acquiring the target price for employee measures that takes this increase in distribution into account, the improvement in employee satisfaction can be reflected in the product price. In addition, by calculating the value creation coefficient from the customer satisfaction and employee satisfaction obtained from the product quality factor and the product price coefficient, the value creation coefficient considering the three factors of product quality, cost and employee satisfaction can be quantitatively calculated. Obtainable.

  The computer-readable recording medium according to the present invention is calculated by a target employee satisfaction acquisition step for acquiring a target employee satisfaction that is a target value of the employee satisfaction, and an employee satisfaction calculation step. An employee satisfaction comparison value calculating step of subtracting the target employee satisfaction acquired in the target employee satisfaction acquisition step to obtain an employee satisfaction comparison value from the employee satisfaction It is preferable to record a customer satisfaction prediction program. When the target employee satisfaction is obtained and compared with the employee satisfaction calculated by the customer satisfaction prediction program, if it is determined that the target employee satisfaction is not satisfied, the customer satisfaction prediction program according to the present invention is again executed. Can be executed.

  Furthermore, the computer-readable recording medium according to the present invention is acquired in the employee satisfaction target value acquisition step when the employee satisfaction comparison value calculated in the employee satisfaction comparison value calculation step is negative. An employee satisfaction target value resetting step for resetting the employee satisfaction target value, obtaining the employee satisfaction target value again, and calculating the employee satisfaction improvement coefficient after completing the acquisition of the employee satisfaction target value. It is preferable to record a customer satisfaction prediction program that goes to step 1. When the target employee satisfaction is not satisfied, the case study closer to the target employee satisfaction can be obtained by acquiring the employee satisfaction target value again.

  When the employee satisfaction comparison value calculated in the employee satisfaction comparison value calculation step is negative, the computer-readable recording medium according to the present invention is acquired in the employee satisfaction distribution ratio acquisition step. An employee satisfaction distribution ratio reset step for resetting the employee satisfaction distribution ratio, acquiring the employee satisfaction distribution ratio again, and proceeding to the employee distribution contribution value calculation step after the acquisition of the employee satisfaction distribution ratio is completed; Includes recording customer satisfaction forecasting programs. When the target employee satisfaction is not satisfied, the case study closer to the target employee satisfaction can be obtained by acquiring the employee satisfaction distribution ratio again.

In addition, the computer-readable recording medium according to the present invention provides the employee measure price target value acquisition step when the employee satisfaction comparison value calculated in the employee satisfaction comparison value calculation step is negative. Customer satisfaction with an employee measure price target value reset step for resetting the acquired employee measure price target value, acquiring the employee measure price target value again, and proceeding to the employee measure price target value adding step Preferably, a prediction program is recorded. When the target employee satisfaction is not satisfied, the case measure closer to the target employee satisfaction can be obtained by acquiring the employee measure price target value again.

  According to the present invention, a product quality factor is obtained based on a main part extracted from customer questionnaire information. Furthermore, the target price fluctuation is reflected in the cost, and the product price coefficient is obtained. Customer satisfaction prediction program and customer satisfaction prediction program that predict customer satisfaction from product quality factor and product price factor, systematically reflect customer feedback on products, and facilitate product development case studies Can be provided. Further, according to the present invention, the employee satisfaction is obtained based on the main part extracted from the employee questionnaire information. Furthermore, the target price fluctuation is reflected in the cost, and the product price coefficient is obtained. Customer satisfaction is calculated from the product quality factor and the product price factor, and the value creation factor is estimated from the customer satisfaction and employee satisfaction to serve as an index for obtaining both customer and employee satisfaction. It is possible to provide a customer satisfaction prediction program capable of developing products that can satisfy both customers and employees, reflecting a voice, and a computer-readable recording medium on which the customer satisfaction prediction program is recorded.

  Hereinafter, although this invention is demonstrated in detail, showing embodiment, this invention is limited to these description and is not interpreted. Hereinafter, a computer-readable recording medium that records a customer satisfaction prediction program and a customer satisfaction prediction program according to the present embodiment will be described with reference to FIGS. 1 to 10.

(First embodiment)
FIG. 1 is a diagram showing a schematic flowchart of one form of a customer satisfaction prediction program 100 according to this embodiment. The customer satisfaction prediction program 100 is roughly divided into the following routines. Customer questionnaire information aggregation routine 1, product quality improvement policy review routine 2, product breakdown routine 3, cost control routine 4, employee survey information aggregation routine 5, employee satisfaction improvement policy review routine 6, employee And staff measure breakdown routine 7.

  The customer questionnaire information aggregation routine 1 acquires customer questionnaire information. In the product quality improvement policy examination routine 2, the main item of the acquired questionnaire information is acquired, and a target that is a quality measure policy is determined for each main item. Further, the product quality factor 8 is obtained by the product quality improvement policy examination routine 2. In the product breakdown routine 3, the target for each major item determined in the product quality improvement policy study routine 2 is distributed for each product to be acquired. The cost control routine 4 obtains the current value and the target value of the estimated price for each product based on the distribution for each product considering the quality improvement obtained in the product breakdown routine 3.

  The employee questionnaire information aggregation routine 5 acquires employee questionnaire information. In the employee satisfaction improvement policy examination routine 6, the main items of the acquired questionnaire information are acquired, and a target that is an employee policy is determined for each main item. Further, the employee satisfaction 11 is obtained by the employee satisfaction improvement policy examination routine 6. In the employee measure breakdown routine 7, the target for each major item determined in the employee satisfaction improvement policy review routine 6 is allocated to each employee measure to be acquired. The cost control routine 4 is based on the allocation for each employee measure taking into account the improvement of employee satisfaction obtained in the employee measure breakdown routine 7 in addition to the current value and target value of the estimated price for each product described above. Obtain the current value and target value of the estimated price for each employee measure.

  The product price coefficient 9 is obtained from the current value and target value for each product and each employee measure. Customer satisfaction 10 is obtained from the product quality factor 8 and the product price factor 9. Value creation coefficient 12 is obtained from customer satisfaction 10 and employee satisfaction 11. In this way, customer questionnaire information is processed to quantify product quality improvement, employee questionnaire information is processed to quantify employee satisfaction improvement, and product quality and employee satisfaction improvement are reflected in costs. By making the program capable of quantitative evaluation by associating the three factors of customer satisfaction, employee satisfaction, and cost, a systematic and easy product development case study can be performed.

  FIG. 2 is a diagram showing a flowchart of a routine related to customer satisfaction in the customer satisfaction degree prediction program 100 according to the present embodiment. The customer satisfaction routine includes the customer questionnaire information aggregation routine 1, the product quality improvement policy review routine 2, the product breakdown routine 3, and the cost control routine 4 shown in FIG. 1. In the following, the routine relating to customer satisfaction and details of each routine will be described with reference to FIG.

  The routine related to customer satisfaction of the customer satisfaction prediction program 100 according to the present embodiment is started at the start (step S0), and the customer questionnaire information aggregation routine 1 is executed. Details of the customer questionnaire information aggregation routine 1 will be described below. First, a quality expected item frequency acquisition step (step S1) is executed. This is a step of acquiring quality expectation items and frequency of quality expectation items as customer questionnaire information. The method of acquiring the quality expectation item and the frequency of the quality expectation item may be acquired by a user input or may be acquired from a program other than the customer satisfaction prediction program 100 according to the present embodiment. Next, a quality expected score totaling step (step S2) is executed. Calculate the total expected quality score, which is the sum of the frequency of expected quality items.

  Next, the product quality improvement policy examination routine 2 is executed. Details of the product quality improvement policy study routine 2 will be described below. First, a quality priority expectation item acquisition step (step S3) is executed. This is a step of acquiring the quality priority expectation items and the quality item expectation points, which are the main parts of the questionnaire information, from the quality expectation items and the frequency of the quality expectation items obtained in the quality expectation item frequency acquisition step (step S1). The method for obtaining the quality priority expectation items and the quality item expectation points may be obtained by user input, and a certain range is selected from the most frequently expected quality items, and this is automatically obtained. It is also good.

  Next, a quality emphasis ratio calculation step (step S4) is executed. Divide the expected points for each quality item acquired in the quality priority expected item acquisition step (step S3) by the total expected quality score calculated in the quality expected score total step (step S2) to calculate a percentage, and make the priority ratio by quality item It is a step. Next, a quality-oriented ratio total calculation step (step S5) is executed. The sum of the importance ratios for each quality item calculated in the quality importance ratio calculation step (step S4) is calculated. Next, an unselected quality item ratio calculation step (step S6) is executed. This is a step of subtracting the sum of the emphasis ratio for each quality item calculated in the quality emphasis ratio summation calculating step (step S5) from 100 to obtain the ratio of items not selected as the quality emphasis expected item.

  Next, the current quality value acquisition step (step S7) is executed. In this step, the current quality value for the quality priority expected item acquired in the quality priority expected item acquisition step (step S3) is acquired. The acquisition method of the current quality value may be acquired by a user input, or may be acquired from a program other than the customer satisfaction prediction program 100 according to the present embodiment. Next, a quality target value acquisition step (step S8) is executed. In this step, the quality target value for the quality priority expected item acquired in the quality priority expected item acquisition step (step S3) is acquired. The acquisition method of the quality target value may be acquired by a user input, or may be acquired from a program other than the customer satisfaction prediction program 100 according to the present embodiment.

  Next, a quality improvement coefficient calculation step (step S9) is executed. The absolute value of the value obtained by subtracting the quality target value acquired in the quality target value acquisition step (step S8) from the current quality value acquired in the current quality value acquisition step (step S7) is divided by the current quality value, and 1 is added. This is the step of setting the quality improvement coefficient. ABS in the equation of step S9 in FIG. 2 means absolute value calculation. Next, a quality contribution value calculation step (step S10) is executed. This is a step of multiplying the quality item importance ratio calculated in the quality importance ratio calculation step (step S4) by the quality improvement coefficient calculated in the quality improvement coefficient calculation step (step S9) to obtain a quality contribution value. Next, a quality contribution value sum calculation step (step S11) is executed. In this step, the sum of the quality contribution values calculated in the quality contribution value calculation step (step S10) is calculated.

  Next, a product quality coefficient calculation step (step S12) is executed. The unselected quality item ratio calculation step (step S6), the ratio of the items that were not selected to the quality priority expected item and the sum of quality contribution values calculated in the quality contribution value total calculation step (step S11) are added, This is a step of dividing by 100 to obtain a product quality factor.

  Next, the product breakdown routine 3 is executed. Details of the product breakdown routine 3 will be described below. First, a quality measure item acquisition step (step S13) is executed. This is a step of acquiring a quality measure item that is a target product or target service for customer satisfaction with respect to the quality priority expected item acquired in the quality priority expected item acquisition step (step S3). The acquisition method of the quality measure item may be acquired by a user input, or may be acquired from a program other than the customer satisfaction prediction program 100 according to the present embodiment. Next, a quality distribution ratio acquisition step (step S14) is executed. This is a step of acquiring a quality distribution ratio for each quality priority expectation item of the quality measure item acquired in the quality measure item acquisition step (step S13). The acquisition method of the quality distribution ratio may be acquired by a user input, or may be acquired from a program other than the customer satisfaction prediction program 100 according to the present embodiment.

  Next, a quality distribution contribution value calculation step (step S15) is executed. In this step, the quality distribution ratio acquired in the quality distribution ratio acquisition step (step S14) is multiplied by the quality contribution value calculated in the quality contribution value calculation step (step S10) to obtain a quality distribution contribution value. Next, a quality distribution contribution value sum total calculation step (step S16) is executed. In this step, the sum of the quality distribution contribution values calculated in the quality distribution contribution value calculation step (step S15) is calculated for each quality measure item.

  Next, the cost control routine 4 is executed. Details of the cost control routine 4 will be described below. First, a quality price current value acquisition step (step S17) is executed. This is a step of acquiring the current quality price value for each quality measure item acquired in the quality measure item acquisition step (step S13). The acquisition method of the quality price current value may be acquired by user input, or may be acquired from a program other than the customer satisfaction prediction program 100 according to the present embodiment. Next, the current price value summation step (step S18) is executed. In this step, the sum of the current quality price values acquired in the current quality price value acquisition step (step S17) is calculated as the total current price value. Next, a quality price target value acquisition step (step S19) is executed. This is a step of acquiring a quality price target value for each quality measure item to be allocated based on the sum of quality distribution contribution values for each quality measure item calculated in the quality distribution contribution value sum total calculating step (step S16). The acquisition method of the quality price target value may be acquired by a user input, or may be acquired from a program other than the customer satisfaction prediction program 100 according to the present embodiment. Next, a price target value summation step (step S20) is executed. In this step, the sum of the quality price target values acquired in the quality price target value acquisition step (step S19) is calculated as the price target value total.

  Next, a product price coefficient calculation step (step S21) is executed. In this step, the price target value total calculated in the price target value total step (step S20) is divided by the current price value total calculated in the current price value total step (step S18) to obtain a product price coefficient.

  Next, a customer satisfaction calculation step (step S22) is executed. This is a step of obtaining customer satisfaction by dividing the product quality coefficient calculated in the product quality coefficient calculation step (step S12) by the product price coefficient calculated in the product price coefficient calculation step (step S21).

  The customer satisfaction prediction program 100 according to the present embodiment may end (step S23) after executing the customer satisfaction calculation step (step S22), or may add the subsequent steps. A target customer satisfaction acquisition step (step S24) is executed. This is a step of obtaining target customer satisfaction, which is a target value of customer satisfaction. The target customer satisfaction acquisition method may be acquired by user input, or may be acquired from a program other than the customer satisfaction prediction program 100 according to the present embodiment. Next, a customer satisfaction comparison value calculation step (step S25) is executed. This is a step of subtracting the target customer satisfaction in the target customer satisfaction acquisition step (step S24) from the customer satisfaction calculated in the customer satisfaction calculation step (step S22) to obtain a customer satisfaction comparison value. The calculation for comparison is not limited to subtraction, and any calculation that can detect a difference between customer satisfaction and target customer satisfaction may be used. In the following description, it is assumed that the customer satisfaction comparison value = customer satisfaction−target customer satisfaction. If the customer satisfaction comparison value calculation step (step S25) is a positive value, the customer satisfaction comparison value calculation step (step S25) ends with an end step (step S23).

  When the customer satisfaction comparison value is a negative value, the quality target value reset step (step S26) may be executed. In this step, the quality target value acquired in the quality target value acquisition step (step S8) is reset, the quality target value is acquired again, and then the process proceeds to the quality improvement coefficient calculation step (step S9). The quality target value re-acquisition method may be acquired by a user input, may be acquired from a program other than the customer satisfaction prediction program 100 according to the present embodiment, and further, the quality target value that has already been acquired. It is also possible to correct with a constant coefficient. When the process proceeds to the quality improvement coefficient calculation step (step S9), the subsequent steps are calculated again.

  If the customer satisfaction comparison value is a negative value, the quality distribution ratio reset step (step S27) may be executed. In this step, the quality distribution ratio acquired in the quality distribution ratio acquisition step (step S14) is reset, the quality distribution ratio is reacquired, and then the process proceeds to the quality distribution contribution value calculation step (step S15). The quality allocation ratio reacquisition method may be acquired by a user input, may be acquired from a program other than the customer satisfaction prediction program 100 according to the present embodiment, and the quality allocation ratio that has already been acquired. It is also possible to correct with a constant coefficient. When the process proceeds to the quality distribution contribution value calculation step (step S15), the subsequent steps are calculated again.

  When the customer satisfaction comparison value is a negative value, the quality price target value reset step (step S28) may be executed. In this step, the quality price target value acquired in the quality price target value acquisition step (step S19) is reset, the quality price target value is acquired again, and then the process proceeds to the price target value summation step (step S20). The reacquisition method of the quality price target value may be acquired by user input, may be acquired from a program other than the customer satisfaction prediction program 100 according to the present embodiment, and the quality price that has already been acquired. The target value may be corrected with a constant coefficient. When proceeding to the price target value summation step (step S20), the subsequent steps are calculated again.

  FIG. 3 is a flowchart of a routine related to employee satisfaction in the customer satisfaction prediction program 100 according to the present embodiment. The routine relating to employee satisfaction includes the employee questionnaire information aggregation routine 5, the employee satisfaction improvement policy examination routine 6, the employee measure breakdown routine 7, and the cost control routine 4 shown in FIG. Hereinafter, the routine regarding employee satisfaction and the details of each routine will be described with reference to FIG.

  The routine related to employee satisfaction of the customer satisfaction prediction program 100 according to the present embodiment is started at the start (step S40), and the employee questionnaire information aggregation routine 5 is executed. Details of the employee questionnaire information collection routine 5 will be described below. First, an employee expected item frequency acquisition step (step S41) is executed. This is a step of acquiring employee expectation items and the frequency of employee expectation items, which are employee questionnaire information. The method of acquiring the employee expectation item and the frequency of the employee expectation item may be acquired by a user input or may be acquired from a program other than the customer satisfaction prediction program 100 according to the present embodiment. Next, an employee expected score total step (step S42) is executed. Calculate the total expected employee score, which is the sum of the frequency of expected employee items.

  Next, an employee satisfaction improvement policy review routine 6 is executed. Details of the employee satisfaction improvement policy review routine 6 will be described below. First, an employee priority expectation item acquisition step (step S43) is executed. In the step of acquiring the employee priority items and the expected points according to the employee items, which are the main parts of the questionnaire information, from the employee expected items acquired in the employee expected item frequency acquisition step (step S41) and the frequency of the employee expected items. is there. The method of acquiring the employee priority expectation items and the employee point expectation points may be obtained by user input, and a certain range is selected from the most frequently expected employee expectation items, and this is automatically selected. It is good to get.

  Next, an employee importance ratio calculation step (step S44) is executed. The employee item expectation point obtained in the employee priority expectation item acquisition step (step S43) is divided by the employee expected score sum calculated in the employee expectation point total step (step S42) to calculate a percentage, and the employee item This is a step of setting another importance ratio. Next, an employee weighted ratio sum total calculating step (step S45) is executed. The sum of the importance ratios by employee item calculated in the employee importance ratio calculation step (step S44) is calculated. Next, an unselected employee item ratio calculation step (step S46) is executed. This is a step of subtracting the sum of the emphasis ratios by employee item calculated in the employee emphasis ratio sum total calculating step (step S45) from 100 to obtain the ratio of items not selected as the employee emphasis expected items.

  Next, an employee satisfaction present value acquisition step (step S47) is executed. In this step, the current employee satisfaction value for the employee priority expected item acquired in the employee priority expected item acquisition step (step S43) is acquired. The acquisition method of the employee satisfaction current value may be acquired by a user input, or may be acquired from a program other than the customer satisfaction prediction program 100 according to the present embodiment. Next, an employee satisfaction target value acquisition step (step S48) is executed. In this step, the employee satisfaction target value for the employee priority expected item acquired in the employee priority expected item acquisition step (step S43) is acquired. The method for acquiring the employee satisfaction target value may be acquired by a user input, or may be acquired from a program other than the customer satisfaction prediction program 100 according to the present embodiment.

  Next, an employee satisfaction improvement coefficient calculation step (step S49) is executed. The absolute value of the value obtained by subtracting the employee satisfaction target value acquired in the employee satisfaction target value acquisition step (step S48) from the employee satisfaction current value acquired in the employee satisfaction current value acquisition step (step S47) This is a step of dividing by the current value and adding 1 to obtain an employee satisfaction improvement coefficient. ABS in the equation of step S49 in FIG. 3 means absolute value calculation. Next, an employee contribution value calculation step (step S50) is executed. A step of multiplying the employee item importance ratio calculated in the employee importance ratio calculation step (step S44) by the employee satisfaction improvement coefficient calculated in the employee satisfaction improvement coefficient calculation step (step S49) to obtain an employee contribution value It is. Next, an employee contribution value sum calculation step (step S51) is executed. In this step, the sum of employee contribution values calculated in the employee contribution value calculation step (step S50) is calculated.

  Next, an employee satisfaction calculation step (step S52) is executed. The ratio of items not selected as the employee priority expected items calculated in the unselected employee item ratio calculation step (step S46) and the sum of employee contribution values calculated in the employee contribution value total calculation step (step S51) And dividing by 100 to obtain employee satisfaction.

  Next, an employee measure breakdown routine 7 is executed. Details of the employee measure breakdown routine 7 will be described below. First, an employee measure item acquisition step (step S53) is executed. This is a step of acquiring employee measure items that become a target product or target service of employee satisfaction for the employee priority expected item acquired in the employee priority expected item acquisition step (step S43). The employee measure item acquisition method may be acquired by user input, or may be acquired from a program other than the customer satisfaction prediction program 100 according to the present embodiment. Next, an employee satisfaction distribution ratio acquisition step (step S54) is executed. In this step, the employee satisfaction distribution ratio for each employee priority expected item of the employee measure item acquired in the employee measure item acquisition step (step S53) is acquired. The employee satisfaction distribution ratio acquisition method may be acquired by user input, or may be acquired from a program other than the customer satisfaction prediction program 100 according to the present embodiment.

  Next, an employee distribution contribution value calculation step (step S55) is executed. In the step of multiplying the employee satisfaction distribution ratio acquired in the employee satisfaction distribution ratio acquisition step (step S54) by the employee contribution value calculated in the employee contribution value calculation step (step S50) to obtain an employee distribution contribution value. is there. Next, an employee distribution contribution value sum total calculation step (step S56) is executed. In this step, the sum of the employee distribution contribution values calculated in the employee distribution contribution value calculation step (step S55) is calculated for each employee measure item.

  Next, the cost control routine 4 is executed. When the routine relating to customer satisfaction shown in FIG. 2 and the routine relating to employee satisfaction shown in FIG. 3 are executed together, the routine relating to customer satisfaction shown in FIG. 2 includes the current price value totaling step (step S18) and the price. A standby state is entered in the target value summation step (step S20). Hereinafter, the details of the cost control routine 4 in the case where the routine regarding customer satisfaction and the routine regarding employee satisfaction are executed together will be described.

  First, an employee measure price present value acquisition step (step S57) is executed. This is a step of acquiring the current value of the employee measure price for each employee measure item acquired in the employee measure item acquisition step (step S53). The acquisition method of the employee measure price current value may be acquired by a user input, or may be acquired from a program other than the customer satisfaction prediction program 100 according to the present embodiment. Next, an employee measure price present value addition step (step S58) is executed. The sum of the current employee policy price values acquired in the current employee policy price acquisition step (step S57) is added to the total current price value calculated in the routine current price value totaling step (step S18) for customer satisfaction. This is a step that proceeds to the product price coefficient calculation step (step S21). Next, an employee measure price target value acquisition step (step S59) is executed. This is a step of acquiring an employee measure price target value for each employee measure item to be allocated based on the sum of employee assignment contribution values for each employee measure item calculated in the employee assignment contribution value sum calculating step (step S56). The employee measure price target value acquisition method may be acquired by user input, or may be acquired from a program other than the customer satisfaction prediction program 100 according to the present embodiment. Next, an employee measure price target value addition step (step S60) is executed. The sum of the employee measure price target values acquired in the employee measure price target value acquisition step (step S59) is added to the total price target value calculated in the routine price target value summation step (step S20) related to customer satisfaction. This is a step that proceeds to the product price coefficient calculation step (step S21).

  Next, a product price coefficient calculation step (step S21) is executed. In this step, the product price coefficient is obtained by dividing the total price target value by the total current price value.

  Next, a routine customer satisfaction calculation step (step S22) relating to customer satisfaction is executed. This is a step of obtaining customer satisfaction by dividing the product quality coefficient calculated in the product quality coefficient calculation step (step S12) by the product price coefficient calculated in the product price coefficient calculation step (step S21).

  Next, a value creation coefficient calculation step (step S61) is executed. In this step, the employee satisfaction calculated in the employee satisfaction calculation step (step S52) is multiplied by the customer satisfaction calculated in the customer satisfaction calculation step (step S22) to obtain a value creation coefficient.

  After executing the value creation coefficient calculation step (step S61), the customer satisfaction prediction program 100 according to the present embodiment may end (step S23), or may add the subsequent steps. A target employee satisfaction acquisition step (step S62) is executed. This is a step of acquiring a target employee satisfaction level that is a target value of the employee satisfaction level. The target employee satisfaction acquisition method may be acquired by user input, or may be acquired from a program other than the customer satisfaction prediction program 100 according to the present embodiment. Next, an employee satisfaction comparison value calculation step (step S63) is executed. In the step of subtracting the target employee satisfaction in the target employee satisfaction acquisition step (step S62) from the employee satisfaction calculated in the employee satisfaction calculation step (step S52) to obtain an employee satisfaction comparison value is there. The calculation for comparison is not limited to subtraction, and any calculation that can detect the difference between the employee satisfaction and the target employee satisfaction may be used. In the following description, explanation will be made assuming that the employee satisfaction comparison value = employee satisfaction−target employee satisfaction. The employee satisfaction comparison value calculation step (step S63) executes the value creation coefficient calculation step (step S61) if the employee satisfaction comparison value is a positive value, and ends by the end step (step S23). .

  When the employee satisfaction comparison value is a negative value, the employee satisfaction target value reset step (step S64) may be executed. In this step, the employee satisfaction target value acquired in the employee satisfaction target value acquisition step (step S48) is reset, the employee satisfaction target value is acquired again, and then the process proceeds to the employee satisfaction improvement coefficient calculation step (step S49). . The re-acquisition method of the employee satisfaction target value may be acquired by a user input, may be acquired from a program other than the customer satisfaction prediction program 100 according to the present embodiment, and the employee already acquired The employee satisfaction target value may be corrected by a constant coefficient. When the process proceeds to the employee satisfaction improvement coefficient calculation step (step S49), the subsequent steps are calculated again.

  If the employee satisfaction comparison value is a negative value, the employee satisfaction distribution ratio reset step (step S65) may be executed. In this step, the employee satisfaction distribution ratio acquired in the employee satisfaction distribution ratio acquisition step (step S54) is reset, the employee satisfaction distribution ratio is acquired again, and then the process proceeds to the employee distribution contribution value calculation step (step S55). . The re-acquisition method of the employee satisfaction distribution ratio may be acquired by user input, may be acquired from a program other than the customer satisfaction prediction program 100 according to the present embodiment, and the employee already acquired The employee satisfaction distribution ratio may be corrected by a constant coefficient. When proceeding to the employee distribution contribution value calculation step (step S55), the subsequent steps are calculated again.

  When the employee satisfaction comparison value is a negative value, the employee measure price target value reset step (step S66) may be executed. The employee measure price target value acquired in the employee measure price target value acquisition step (step S59) is reset, the employee measure price target value is reacquired, and then the employee measure price target value addition step (step S60). Step forward. The employee measure price target value reacquisition method may be acquired by user input, may be acquired from a program other than the customer satisfaction prediction program 100 according to the present embodiment, and has already been acquired. The employee policy price target value may be corrected by a certain coefficient. If it progresses to an employee measure price target value addition step (step S60), the subsequent steps will be calculated again.

  FIG. 4 is a diagram showing an example of a display when the customer questionnaire information aggregation routine 1 in the customer satisfaction prediction program 100 according to the present embodiment is executed by a computer. Column 11 shows quality expectation items, column 12 shows the frequency of quality expectation items, and frame 11 shows the sum of values for each row in column 12 as the total quality expectation score. The quality expectation item and the frequency data of the quality expectation item may be acquired by user input, or may be acquired from a program other than the customer satisfaction prediction program according to the present embodiment.

  FIG. 5 is a diagram showing an example of a display when the product quality improvement policy study routine 2 in the customer satisfaction prediction program 100 according to the present embodiment is executed by a computer. The frame 21 is equal to the frame 11 in FIG. Column 21 is a quality priority expectation item, column 22 is a quality item expectation point, column 23 is a quality item importance ratio, and the value for each row in column 22 is divided by the value of frame 21 and displayed as a percentage. A frame 22 is the sum of the importance ratios for each quality item, and is the sum of the values for each row in the column 23. A frame 23 is a value obtained by subtracting the value of the frame 22 from 100 at the ratio of items not selected as the quality priority expected items. The column 24 is the current quality value, the column 25 is the quality target value, and the current quality value and the quality target value may be acquired by user input, and acquired from a program other than the customer satisfaction prediction program according to the present embodiment. It is also good to do. Column 26 is a value obtained by dividing the absolute value of the value obtained by subtracting the value for each row in column 25 from the value for each row in column 24 by the value for each row in column 24 and adding 1 by the quality improvement coefficient. Column 27 is a quality contribution value obtained by multiplying the value for each row in column 23 and the value for each row in column 26. A frame 24 is the sum of the quality contribution values and is the sum of the values for each row in the column 27. A frame 25 is a product quality coefficient obtained by adding the value of the frame 24 to the value of the frame 23 and dividing the result by 100.

  FIG. 6 is a diagram showing an example of a display when the product breakdown routine 3 in the customer satisfaction prediction program 100 according to the present embodiment is executed by a computer. The row 31 is a quality measure item, the column 31 is a quality distribution ratio, and the quality measure item and the quality distribution ratio may be acquired by user input and acquired from a program other than the customer satisfaction prediction program according to the present embodiment. It is also good to do. Column 32 is a quality distribution contribution value obtained by multiplying the value for each row in column 27 in FIG. 5 by the value for each row in column 31. Row 32 is a sum of quality distribution contribution values for each quality measure item and is a value obtained by calculating the sum of the values for each row in column 32 for each column in row 31.

  FIG. 7 is a diagram showing an example of a display when the employee questionnaire information aggregation routine 5 in the customer satisfaction prediction program 100 according to the present embodiment is executed by a computer. The column 51 indicates the expected employee item, the column 52 indicates the frequency of the expected employee item, and the frame 51 indicates the total expected value of each employee in the column 52 as the total expected employee score. The employee expectation item and the frequency data of the employee expectation item may be acquired by a user input or may be acquired from a program other than the customer satisfaction prediction program according to the present embodiment.

  FIG. 8 is a diagram showing an example of a display when the employee satisfaction improvement policy examination routine 6 in the customer satisfaction prediction program 100 according to the present embodiment is executed by a computer. A frame 61 is equal to the frame 51 of FIG. Column 61 is an employee priority expectation item, column 62 is an employee item expectation point, column 63 is an employee item importance ratio, and the value for each row in column 62 is divided by the value of frame 61 and displayed as a percentage. . A frame 62 is the sum of the importance ratios by employee item, and is the sum of the values for each row in the column 63. A frame 63 is a value obtained by subtracting the value of the frame 62 from 100 at the ratio of items not selected as the employee priority expectation items. Column 64 is an employee satisfaction current value, column 65 is an employee satisfaction target value, and the employee satisfaction current value and the employee satisfaction target value may be acquired by user input. It is good also as acquiring from programs other than a degree prediction program. Column 66 is an employee satisfaction improvement coefficient, which is a value obtained by dividing the absolute value of the value for each row of column 65 from the value for each row of column 64 by the value for each row of column 64 and adding 1. . Column 67 is an employee contribution value obtained by multiplying the value for each row in column 63 by the value for each row in column 66. A frame 64 is the sum of the employee contribution values, and is the sum of the values for each row in the column 67. A frame 65 is a value obtained by adding the value of the frame 64 to the value of the frame 63 and dividing the value by 100 by employee satisfaction.

  FIG. 9 is a diagram illustrating an example of a display when the employee measure breakdown routine 7 of the customer satisfaction prediction program 100 according to the present embodiment is executed by a computer. The row 71 is an employee measure item, the column 71 is an employee satisfaction distribution ratio, and the employee measure item and the employee satisfaction distribution ratio may be acquired by user input, and the customer satisfaction prediction according to the present embodiment It is good also as acquiring from programs other than a program. A column 72 is an employee distribution contribution value obtained by multiplying the value for each row in the column 67 in FIG. 8 by the value for each row in the column 71. Row 72 is the sum of the employee distribution contribution values for each employee measure item and the sum of the values for each row in column 72 is calculated for each column in row 71.

  FIG. 10 is a diagram illustrating an example of a display when the cost control routine 4 of the customer satisfaction prediction program 100 according to the present embodiment is executed by a computer. Line 41 is a quality measure item and is equal to line 31 in FIG. The column 41 is the current quality price value, the column 42 is the quality price target value, and the quality price current value and the quality price target value may be obtained by user input, other than the customer satisfaction prediction program according to the present embodiment. It may be obtained from a program. A column 43 is a value obtained by calculating a value for each row of the column 41 and a total of the rows of the row 41. A column 44 is a value obtained by calculating a value for each row of the column 42 and a total of the rows 41. A frame 41 is a sum of values for each row of the column 43, and a frame 42 is a sum of values for each row of the column 44. Line 42 is an employee measure item and is equal to line 71 in FIG. The column 45 is the current value of the employee policy price, the column 46 is the target value of the employee policy price, and the current value of the employee policy price and the target value of the employee policy price may be obtained by user input. It is good also as acquiring from programs other than the customer satisfaction prediction program which concerns. A column 47 is a value obtained by calculating the value for each row in the column 45 and the sum of the rows in the row 42. The column 48 is a value obtained by calculating the value for each row in the column 46 and the sum of the rows in the row 42. A frame 43 is a sum of values for each row of the column 47, and a frame 44 is a sum of values for each row of the column 48. A frame 45 is a value obtained by adding the value of the frame 41 and the value of the frame 43 as a total price current value, and a frame 46 is a value obtained by adding the value of the frame 42 and the value of the frame 44 as a total price target value. A frame 47 is a product price coefficient obtained by dividing the value of the frame 46 by the value of the frame 45.

  A frame 81 is customer satisfaction and is a value obtained by dividing the value of the frame 25 in FIG. 5 by the value of the frame 47 in FIG. A frame 82 is a value created by multiplying the value of the frame 81 in FIG. 10 by the value of the frame 65 in FIG.

  The above-described customer satisfaction prediction program is recorded on a computer-readable recording medium.

(Second Embodiment)
FIG. 11 is a schematic diagram illustrating one form of a hardware configuration of a computer system that outputs information useful for evaluation of customer satisfaction using the customer satisfaction prediction program 100 according to the first embodiment. This system includes a central processing unit 13, a main storage device 14, an input device 15, a display device 16, and a customer satisfaction prediction program 100. The customer satisfaction degree prediction program 100 is read into the main storage device 14 and executed by the central processing unit 13. When the customer satisfaction prediction program 100 is executed, it is displayed on the display device 16 under the control of the central processing unit 13. The customer satisfaction degree prediction program 100 may acquire the above-mentioned acquisition items, for example, quality expectation items, frequency of quality expectation items, and the like by input from the input device 15.

It is a schematic flowchart of the whole customer satisfaction prediction program concerning a 1st embodiment. It is a flowchart of the routine regarding customer satisfaction of the customer satisfaction degree prediction program according to the first embodiment. It is a flowchart of the routine regarding employee satisfaction of the customer satisfaction prediction program according to the first embodiment. It is a figure which shows the example of a display of the customer questionnaire information aggregation routine of 1st Embodiment. It is a figure which shows the example of a display of the goods quality improvement policy examination routine of 1st Embodiment. It is a figure which shows the example of a display of the goods breakdown routine of 1st Embodiment. It is a figure which shows the example of a display of the employee questionnaire information aggregation routine of 1st Embodiment. It is a figure which shows the example of a display of the employee satisfaction improvement policy examination routine of 1st Embodiment. It is a figure which shows the example of a display of the employee measure breakdown routine of 1st Embodiment. It is a figure which shows the example of a display of the cost control routine of 1st Embodiment. It is the schematic of the hardware constitutions of the computer system using the customer satisfaction prediction program which concerns on 1st Embodiment.

Explanation of symbols

1. Customer questionnaire information aggregation routine 2. Product quality improvement policy review routine 3. Product breakdown routine 4. Cost control routine 5. Employee questionnaire information aggregation routine 6. Employee satisfaction improvement policy review routine 7. Employee policy breakdown. Routine 8, Product quality factor 9, Product price factor 10, Customer satisfaction 11, Employee satisfaction 12, Value creation factor 13, Central processing unit 14, Main memory 15, Input device 16, Display device

Claims (20)

Quality expectation item frequency acquisition step for acquiring the quality expectation item obtained in the survey for the customer and the frequency of the quality expectation item;
Quality expected score total step for calculating a quality expected score total that is a sum of frequencies of the quality expected items acquired in the quality expected item frequency acquisition step;
Acquisition of quality priority expected items obtained from the quality expected items acquired in the quality expected item frequency acquisition step and the quality priority expected items extracted from the frequency of the quality expected items and the quality-specific expected items of the quality priority expected items Steps,
A quality emphasis ratio calculating step in which the quality item expectation point obtained in the quality emphasis expected item acquisition step is divided by the quality expectation score total to calculate a percentage and to make the percentage emphasis by quality item;
A quality emphasis ratio sum calculating step for calculating the sum of the emphasis ratios for each quality item calculated in the quality emphasis ratio calculation step;
An unselected quality item ratio calculation step for subtracting the sum of the priority ratios for each quality item calculated in the quality emphasis ratio sum calculation step from 100 and setting the ratio of items not selected as the quality emphasis expected items;
A current quality value acquisition step for acquiring a current quality value for the quality priority expected item acquired in the quality priority expected item acquisition step;
A quality target value acquisition step for acquiring a quality target value for the quality priority expected item acquired in the quality priority expected item acquisition step;
The absolute value of the value obtained by subtracting the quality target value acquired in the quality target value acquisition step from the current quality value acquired in the current quality value acquisition step is divided by the current quality value, and 1 is added to improve the quality. A quality improvement coefficient calculation step as a coefficient;
A quality contribution value calculation step for multiplying the quality item importance ratio calculated in the quality importance ratio calculation step and the quality improvement coefficient calculated in the quality improvement coefficient calculation step to obtain a quality contribution value;
A quality contribution value sum calculation step for calculating a sum of the quality contribution values calculated in the quality contribution value calculation step;
The ratio of items not selected as the quality priority expected items calculated in the unselected quality item ratio calculation step and the sum of the quality contribution values calculated in the quality contribution value total calculation step are added and divided by 100. A product quality factor calculation step to obtain a product quality factor,
A quality measure item acquisition step for acquiring a quality measure item that is a target product or target service of customer satisfaction for the quality priority expectation item acquired in the quality priority expectation item acquisition step;
A quality distribution ratio acquisition step for acquiring a quality distribution ratio for each quality priority expectation item of the quality measure item acquired in the quality measure item acquisition step;
A quality distribution contribution value calculation step of multiplying the quality distribution ratio acquired in the quality distribution ratio acquisition step and the quality contribution value calculated in the quality contribution value calculation step to obtain a quality distribution contribution value;
A quality distribution contribution value sum calculation step for calculating a sum of the quality distribution contribution values calculated in the quality distribution contribution value calculation step for each quality measure item;
A quality price current value acquisition step for acquiring a quality price current value for each of the quality policy items acquired in the quality policy item acquisition step;
Price current value total step for calculating the sum of the quality price current value acquired in the quality price current value acquisition step as a price current value total;
A quality price target value acquisition step of acquiring a quality price target value for each quality measure item to be allocated by a sum of the quality distribution contribution values for each quality measure item calculated in the quality distribution contribution value sum calculation step;
A price target value total step for calculating the sum of the quality price target values acquired in the quality price target value acquisition step as a price target value total;
A product price coefficient calculation step of obtaining a product price coefficient by dividing the price target value total calculated in the price target value total step by the current price value total calculated in the price current value total step;
A customer satisfaction calculation step for obtaining customer satisfaction by dividing the product quality factor calculated in the product quality coefficient calculation step by the product price coefficient calculated in the product price coefficient calculation step;
Customer satisfaction prediction program to be executed on a computer including A target customer satisfaction acquisition step of acquiring a target customer satisfaction that is a target value of the customer satisfaction;
A customer satisfaction comparison value calculation step for obtaining a customer satisfaction comparison value by subtracting the target customer satisfaction by the target customer satisfaction acquisition step from the customer satisfaction calculated in the customer satisfaction calculation step;
The customer satisfaction prediction program according to claim 1, further comprising: When the customer satisfaction comparison value calculated in the customer satisfaction comparison value calculation step is negative,
A quality target value resetting step for resetting the quality target value acquired in the quality target value acquiring step, acquiring the quality target value again, and proceeding to the quality improvement coefficient calculating step after completing the acquisition of the quality target value; The customer satisfaction degree prediction program according to claim 2, wherein: When the customer satisfaction comparison value calculated in the customer satisfaction comparison value calculation step is negative,
A quality distribution ratio reset step for resetting the quality distribution ratio acquired in the quality distribution ratio acquisition step, acquiring the quality distribution ratio again, and after completing the acquisition of the quality distribution ratio, 4. The program for predicting customer satisfaction according to claim 2, wherein the program proceeds. When the customer satisfaction comparison value calculated in the customer satisfaction comparison value calculation step is negative,
A quality price target value reset step for resetting the quality price target value acquired in the quality price target value acquisition step, acquiring the quality price target value again, and proceeding to the price target value summing step, The customer satisfaction prediction program according to claim 2, 3 or 4. Employee expected item frequency acquisition step for acquiring employee expected items and the frequency of the employee expected items obtained in the survey for the employees;
An employee expected score total step for calculating an employee expected score total that is a sum of the frequencies of the employee expected items acquired in the employee expected item frequency acquisition step;
Acquisition of employee expected items and expected points for each employee item of the employee expected items extracted from the employee expected items acquired in the employee expected item frequency acquisition step and the frequency of the employee expected items An employee priority expectation item acquisition step,
Employee importance ratio calculation step of dividing the employee item expected point acquired in the employee priority expected item acquisition step by the employee expected score total and calculating a percentage to make the employee item importance ratio,
An employee-emphasized ratio sum calculating step for calculating the sum of the emphasis ratio for each employee item calculated in the employee-emphasized ratio calculating step;
Unemployed employee item ratio calculation step for subtracting the total of the employee item importance ratios calculated in the employee importance ratio total calculation step from 100 and determining the ratio of items not selected as the employee priority expected items When,
An employee satisfaction current value acquisition step for acquiring an employee satisfaction current value for the employee priority expected item acquired in the employee priority expected item acquisition step;
An employee satisfaction target value acquisition step for acquiring an employee satisfaction target value for the employee priority expectation item acquired in the employee priority expectation item acquisition step;
The absolute value of the value obtained by subtracting the employee satisfaction target value acquired in the employee satisfaction target value acquisition step from the employee satisfaction current value acquired in the employee satisfaction current value acquisition step is the employee satisfaction current value. An employee satisfaction improvement coefficient calculating step of dividing and adding 1 to obtain an employee satisfaction improvement coefficient;
Employee contribution value calculation by multiplying the employee item importance ratio calculated in the employee importance ratio calculation step by the employee satisfaction improvement coefficient calculation step and the employee satisfaction improvement coefficient Steps,
An employee contribution value sum calculating step for calculating the sum of the employee contribution values calculated in the employee contribution value calculating step;
Adding the ratio of the item not selected to the employee priority expected item calculated in the unselected employee item ratio calculation step and the sum of the employee contribution value calculated in the employee contribution value sum calculation step; An employee satisfaction calculation step to obtain employee satisfaction by dividing by 100;
An employee measure item acquisition step for acquiring an employee measure item that is subject to employee satisfaction with respect to the employee priority expectation item acquired in the employee priority expectation item acquisition step;
An employee satisfaction distribution ratio acquisition step for acquiring an employee satisfaction distribution ratio for each of the employee priority expected items of the employee policy items acquired in the employee policy item acquisition step;
Employee distribution contribution value calculation that multiplies the employee satisfaction distribution ratio acquired in the employee satisfaction distribution ratio acquisition step and the employee contribution value calculated in the employee contribution value calculation step to obtain an employee distribution contribution value. Steps,
An employee distribution contribution value sum calculation step for calculating the sum of the employee distribution contribution values calculated in the employee distribution contribution value calculation step for each employee measure item;
An employee measure price current value acquisition step for acquiring an employee measure price current value for each of the employee measure items acquired in the employee measure item acquisition step;
The employee who proceeds to the product price coefficient calculation step by adding the sum of the employee measure price current value acquired in the employee measure price current value acquisition step to the current price value total calculated in the price current value total step Employee measure price current value addition step,
Employee measure price target for acquiring an employee measure price target value for each of the employee measure items allocated by the sum of the employee assignment contribution values for each of the employee measure items calculated in the employee distribution contribution value sum calculating step A value acquisition step;
The employee who proceeds to the product price coefficient calculation step by adding the sum of the employee measure price target values acquired in the employee measure price target value acquisition step to the price target value total calculated in the price target value total step Employee measure price target value addition step,
A value creation coefficient calculation step of obtaining a value creation coefficient by multiplying the employee satisfaction calculated in the employee satisfaction calculation step and the customer satisfaction calculated in the customer satisfaction calculation step;
6. The customer satisfaction degree prediction program according to claim 1, 2, 3, 4 or 5. A target employee satisfaction acquisition step of acquiring a target employee satisfaction that is a target value of the employee satisfaction;
Employee satisfaction that obtains an employee satisfaction comparison value by subtracting the target employee satisfaction acquired in the target employee satisfaction acquisition step from the employee satisfaction calculated in the employee satisfaction calculation step A comparison value calculation step;
The customer satisfaction prediction program according to claim 6, further comprising: When the employee satisfaction comparison value calculated in the employee satisfaction comparison value calculation step is negative,
It has an employee satisfaction target value reset step for resetting the employee satisfaction target value acquired in the employee satisfaction target value acquisition step, acquires the employee satisfaction target value again, and acquires the employee satisfaction target value 8. The program for predicting customer satisfaction according to claim 7, wherein the program proceeds to the employee satisfaction improvement coefficient calculation step after completion. When the employee satisfaction comparison value calculated in the employee satisfaction comparison value calculation step is negative,
It has an employee satisfaction distribution ratio reset step for resetting the employee satisfaction distribution ratio acquired in the employee satisfaction distribution ratio acquisition step, acquires the employee satisfaction distribution ratio again, and acquires the employee satisfaction distribution ratio. 9. The customer satisfaction prediction program according to claim 7 or 8, wherein the program proceeds to the employee distribution contribution value calculation step after completion. When the employee satisfaction comparison value calculated in the employee satisfaction comparison value calculation step is negative,
The employee measure price target value reset step that resets the employee measure price target value acquired in the employee measure price target value acquisition step, the employee measure price target value is acquired again, and the employee measure The program for predicting customer satisfaction according to claim 7, 8 or 9, wherein the program proceeds to a price target value addition step. Quality expectation item frequency acquisition step for acquiring the quality expectation item obtained in the survey for the customer and the frequency of the quality expectation item;
Quality expected score total step for calculating a quality expected score total that is a sum of frequencies of the quality expected items acquired in the quality expected item frequency acquisition step;
Acquisition of quality priority expected items obtained from the quality expected items acquired in the quality expected item frequency acquisition step and the quality priority expected items extracted from the frequency of the quality expected items and the quality-specific expected items of the quality priority expected items Steps,
A quality emphasis ratio calculating step in which the quality item expectation point obtained in the quality emphasis expected item acquisition step is divided by the quality expectation score total to calculate a percentage and to make the percentage emphasis by quality item;
A quality emphasis ratio sum calculating step for calculating the sum of the emphasis ratios for each quality item calculated in the quality emphasis ratio calculation step;
An unselected quality item ratio calculation step for subtracting the sum of the priority ratios for each quality item calculated in the quality emphasis ratio sum calculation step from 100 and setting the ratio of items not selected as the quality emphasis expected items;
A current quality value acquisition step for acquiring a current quality value for the quality priority expected item acquired in the quality priority expected item acquisition step;
A quality target value acquisition step for acquiring a quality target value for the quality priority expected item acquired in the quality priority expected item acquisition step;
The absolute value of the value obtained by subtracting the quality target value acquired in the quality target value acquisition step from the current quality value acquired in the current quality value acquisition step is divided by the current quality value, and 1 is added to improve the quality. A quality improvement coefficient calculation step as a coefficient;
A quality contribution value calculation step for multiplying the quality item importance ratio calculated in the quality importance ratio calculation step and the quality improvement coefficient calculated in the quality improvement coefficient calculation step to obtain a quality contribution value;
A quality contribution value sum calculation step for calculating a sum of the quality contribution values calculated in the quality contribution value calculation step;
The ratio of items not selected as the quality priority expected items calculated in the unselected quality item ratio calculation step and the sum of the quality contribution values calculated in the quality contribution value total calculation step are added and divided by 100. A product quality factor calculation step to obtain a product quality factor,
A quality measure item acquisition step for acquiring a quality measure item that is a target product or target service of customer satisfaction for the quality priority expectation item acquired in the quality priority expectation item acquisition step;
A quality distribution ratio acquisition step for acquiring a quality distribution ratio for each quality priority expectation item of the quality measure item acquired in the quality measure item acquisition step;
A quality distribution contribution value calculation step of multiplying the quality distribution ratio acquired in the quality distribution ratio acquisition step and the quality contribution value calculated in the quality contribution value calculation step to obtain a quality distribution contribution value;
A quality distribution contribution value sum calculation step for calculating a sum of the quality distribution contribution values calculated in the quality distribution contribution value calculation step for each quality measure item;
A quality price current value acquisition step for acquiring a quality price current value for each of the quality policy items acquired in the quality policy item acquisition step;
Price current value total step for calculating the sum of the quality price current value acquired in the quality price current value acquisition step as a price current value total;
A quality price target value acquisition step of acquiring a quality price target value for each quality measure item to be allocated by a sum of the quality distribution contribution values for each quality measure item calculated in the quality distribution contribution value sum calculation step;
A price target value total step for calculating the sum of the quality price target values acquired in the quality price target value acquisition step as a price target value total;
A product price coefficient calculation step of obtaining a product price coefficient by dividing the price target value total calculated in the price target value total step by the current price value total calculated in the price current value total step;
A customer satisfaction calculation step for obtaining customer satisfaction by dividing the product quality factor calculated in the product quality coefficient calculation step by the product price coefficient calculated in the product price coefficient calculation step;
A computer-readable recording medium on which a customer satisfaction prediction program to be executed by a computer is recorded. A target customer satisfaction acquisition step of acquiring a target customer satisfaction that is a target value of the customer satisfaction;
A customer satisfaction comparison value calculation step for obtaining a customer satisfaction comparison value by subtracting the target customer satisfaction by the target customer satisfaction acquisition step from the customer satisfaction calculated in the customer satisfaction calculation step;
The computer-readable recording medium according to claim 11, wherein a customer satisfaction degree prediction program to which is further added is recorded. When the customer satisfaction comparison value calculated in the customer satisfaction comparison value calculation step is negative,
A quality target value resetting step for resetting the quality target value acquired in the quality target value acquiring step, acquiring the quality target value again, and proceeding to the quality improvement coefficient calculating step after completing the acquisition of the quality target value; 13. The computer-readable recording medium according to claim 12, wherein a customer satisfaction prediction program is recorded. When the customer satisfaction comparison value calculated in the customer satisfaction comparison value calculation step is negative,
A quality distribution ratio reset step for resetting the quality distribution ratio acquired in the quality distribution ratio acquisition step, acquiring the quality distribution ratio again, and after completing the acquisition of the quality distribution ratio, 14. The computer-readable recording medium according to claim 12, wherein a program for predicting customer satisfaction is recorded. When the customer satisfaction comparison value calculated in the customer satisfaction comparison value calculation step is negative,
A customer satisfaction prediction having a quality price target value reset step for resetting the quality price target value acquired in the quality price target value acquisition step, acquiring the quality price target value again, and proceeding to the price target value summing step The computer-readable recording medium according to claim 12, 13 or 14, wherein a program is recorded. Employee expected item frequency acquisition step for acquiring employee expected items and the frequency of the employee expected items obtained in the survey for the employees;
An employee expected score total step for calculating an employee expected score total that is a sum of the frequencies of the employee expected items acquired in the employee expected item frequency acquisition step;
Acquisition of employee expected items and expected points for each employee item of the employee expected items extracted from the employee expected items acquired in the employee expected item frequency acquisition step and the frequency of the employee expected items An employee priority expectation item acquisition step,
Employee importance ratio calculation step of dividing the employee item expected point acquired in the employee priority expected item acquisition step by the employee expected score total and calculating a percentage to make the employee item importance ratio,
An employee-emphasized ratio sum calculating step for calculating the sum of the emphasis ratio for each employee item calculated in the employee-emphasized ratio calculating step;
Unemployed employee item ratio calculation step for subtracting the total of the employee item importance ratios calculated in the employee importance ratio total calculation step from 100 and determining the ratio of items not selected as the employee priority expected items When,
An employee satisfaction current value acquisition step for acquiring an employee satisfaction current value for the employee priority expected item acquired in the employee priority expected item acquisition step;
An employee satisfaction target value acquisition step for acquiring an employee satisfaction target value for the employee priority expectation item acquired in the employee priority expectation item acquisition step;
The absolute value of the value obtained by subtracting the employee satisfaction target value acquired in the employee satisfaction target value acquisition step from the employee satisfaction current value acquired in the employee satisfaction current value acquisition step is the employee satisfaction current value. An employee satisfaction improvement coefficient calculating step of dividing and adding 1 to obtain an employee satisfaction improvement coefficient;
Employee contribution value calculation by multiplying the employee item importance ratio calculated in the employee importance ratio calculation step by the employee satisfaction improvement coefficient calculation step and the employee satisfaction improvement coefficient Steps,
An employee contribution value sum calculating step for calculating the sum of the employee contribution values calculated in the employee contribution value calculating step;
Adding the ratio of the item not selected to the employee priority expected item calculated in the unselected employee item ratio calculation step and the sum of the employee contribution value calculated in the employee contribution value sum calculation step; An employee satisfaction calculation step to obtain employee satisfaction by dividing by 100;
An employee measure item acquisition step for acquiring an employee measure item that is subject to employee satisfaction with respect to the employee priority expectation item acquired in the employee priority expectation item acquisition step;
An employee satisfaction distribution ratio acquisition step for acquiring an employee satisfaction distribution ratio for each of the employee priority expected items of the employee policy items acquired in the employee policy item acquisition step;
Employee distribution contribution value calculation that multiplies the employee satisfaction distribution ratio acquired in the employee satisfaction distribution ratio acquisition step and the employee contribution value calculated in the employee contribution value calculation step to obtain an employee distribution contribution value. Steps,
An employee distribution contribution value sum calculation step for calculating the sum of the employee distribution contribution values calculated in the employee distribution contribution value calculation step for each employee measure item;
An employee measure price current value acquisition step for acquiring an employee measure price current value for each of the employee measure items acquired in the employee measure item acquisition step;
The employee who proceeds to the product price coefficient calculation step by adding the sum of the employee measure price current value acquired in the employee measure price current value acquisition step to the current price value total calculated in the price current value total step Employee measure price current value addition step,
Employee measure price target for acquiring an employee measure price target value for each of the employee measure items allocated by the sum of the employee assignment contribution values for each of the employee measure items calculated in the employee distribution contribution value sum calculating step A value acquisition step;
The employee who proceeds to the product price coefficient calculation step by adding the sum of the employee measure price target values acquired in the employee measure price target value acquisition step to the price target value total calculated in the price target value total step Employee measure price target value addition step,
A value creation coefficient calculation step of obtaining a value creation coefficient by multiplying the employee satisfaction calculated in the employee satisfaction calculation step and the customer satisfaction calculated in the customer satisfaction calculation step;
A computer-readable recording medium according to claim 11, 12, 13, 14, or 15, wherein a customer satisfaction degree prediction program including: is recorded. A target employee satisfaction acquisition step of acquiring a target employee satisfaction that is a target value of the employee satisfaction;
Employee satisfaction that obtains an employee satisfaction comparison value by subtracting the target employee satisfaction acquired in the target employee satisfaction acquisition step from the employee satisfaction calculated in the employee satisfaction calculation step A comparison value calculation step;
17. A computer-readable recording medium according to claim 16, wherein a customer satisfaction degree prediction program to which is further added is recorded. When the employee satisfaction comparison value calculated in the employee satisfaction comparison value calculation step is negative,
It has an employee satisfaction target value reset step for resetting the employee satisfaction target value acquired in the employee satisfaction target value acquisition step, acquires the employee satisfaction target value again, and acquires the employee satisfaction target value 18. The computer-readable recording medium according to claim 17, wherein a customer satisfaction prediction program that proceeds to the employee satisfaction improvement coefficient calculation step after completion is recorded. When the employee satisfaction comparison value calculated in the employee satisfaction comparison value calculation step is negative,
It has an employee satisfaction distribution ratio reset step for resetting the employee satisfaction distribution ratio acquired in the employee satisfaction distribution ratio acquisition step, acquires the employee satisfaction distribution ratio again, and acquires the employee satisfaction distribution ratio. The computer-readable recording medium according to claim 17 or 18, wherein a customer satisfaction prediction program for proceeding to the employee distribution contribution value calculation step after completion is recorded. When the employee satisfaction comparison value calculated in the employee satisfaction comparison value calculation step is negative,
The employee measure price target value reset step that resets the employee measure price target value acquired in the employee measure price target value acquisition step, the employee measure price target value is acquired again, and the employee measure 20. The computer-readable recording medium according to claim 17, 18 or 19, wherein a customer satisfaction prediction program for proceeding to a price target value addition step is recorded.

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