JP2007265177A - Liaison clerk performance evaluation system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a technology that is useful to evaluate performance of liaison activity of a liaison clerk in the form of reflecting results obtained by having a customer make qualitative performance evaluation of the liaison clerk. <P>SOLUTION: A liaison clerk performance evaluation system is provided with a database (5) for a liaison support system for storing quantitative performance information as liaison activity results of the liaison clerk, and liaison support hardware (2) for converting qualitative performance evaluation of the liaison activity of the liaison clerk made by the customer and the quantitative performance information into numerical values, adds the numerical values and calculates the evaluation value of the liaison clerk. <P>COPYRIGHT: (C)2008,JPO&INPIT

Description

  The present invention relates to an outsider performance evaluation system that evaluates the performance of outsider activities of outsiders working at financial institutions and the like.

  External activities performed by foreigners in financial institutions include calling the customer, interviewing the customer at the sales office, or visiting the customer's home.

  When assessing the performance of a financial institution's external activities, it was possible to evaluate the performance of the external parties quantitatively based on the number of new accounts opened in the external activities. On the other hand, qualitative performance evaluation from customers (for example, evaluation of how customer service attitudes of outsiders were made, whether explanations of products made by outsiders were easy to understand, and whether visitor visit time was appropriate) In order to reflect the results in the evaluation of external activities by outsiders, it is necessary to contact and interview customers during business hours or to ask customers to fill out questionnaires. As a result, even if a qualitative performance evaluation is received from the customer, it is qualitative, and the performance of the outsider's external activities is not properly evaluated.

  For example, there is a system that evaluates the performance of a foreigner's external activities described in Patent Document 1. In the case of this system, it is possible to perform not only a quantitative performance evaluation of outsiders but also a qualitative performance evaluation, but the subject of the evaluation is not a customer.

Further, there are a sales support information inquiry system described in Patent Document 2, a foreign support system described in Patent Document 3, and a fund management system described in Patent Document 4.
JP-A-8-63521 JP 2001-5862 A JP-A-8-249389 JP 2002-269348 A

  An object of the present invention is to provide a technique useful for appropriately evaluating the performance of a public relations activity of a foreign exchange person.

  Hereinafter, means for solving the problem will be described using the numbers used in (Best Mode for Carrying Out the Invention). These numbers are added to clarify the correspondence between the description of (Claims) and (Best Mode for Carrying Out the Invention). However, these numbers should not be used to interpret the technical scope of the invention described in (Claims).

  The outsider performance evaluation system according to the present invention includes a database (5) for a public assistance system that stores quantitative performance information that is a result of a foreigner's external activities, and a customer performs the external activities for the external parties. External support hardware (2) for converting the qualitative performance evaluation and the quantitative performance information into numerical values and adding them to obtain the evaluation value of the outsider is provided.

  In the outsider performance evaluation system of the present invention, the qualitative performance evaluation evaluates a customer service attitude during the outsider activities performed by the outsider on the customer.

  Further, in the outsider performance evaluation system of the present invention, the qualitative performance evaluation evaluates the easiness of understanding the product description at the time of the outsider activities performed by the outsider on the customer.

  In the outsider performance evaluation system of the present invention, the quantitative performance information is the number of accounts opened as a result of the outsider activities performed by the outsider on the customer.

  In the external performance evaluation system of the present invention, the quantitative performance information is the number of transactions that is a result of the external activities performed by the external party on the customer.

  In the external performance evaluation system of the present invention, the quantitative performance information is the number of visits that is the result of the external activities performed by the external party on the customer.

  The outsider performance evaluation method according to the present invention includes a step in which the database (5) for the outsider support system stores the quantitative result information as a result of the outsider activities of the outsider, and the outsider support hardware ( 2) numerically transforms the qualitative performance evaluation performed by the customer on the outsider activities of the outsider and the quantitative performance information, and adds them to obtain the evaluation value of the outsider And steps.

  In the outsider performance evaluation method of the present invention, the qualitative performance evaluation evaluates the customer service attitude during the outside activity performed by the outsider on the customer.

  In the outsider performance evaluation method of the present invention, the qualitative performance evaluation evaluates the easiness of understanding the product description at the time of the outsider activity performed by the outsider on the customer.

  The outsider performance evaluation method of the present invention is such that the quantitative performance information is the number of accounts opened as a result of the outsider activities performed by the outsider on the customer.

  The outsider performance evaluation method of the present invention is such that the quantitative performance information is the number of transactions that is a result of the outsider activities performed by the outsider on the customer.

  In the outsider performance evaluation method of the present invention, the quantitative performance information is the number of visits that is a result of the external activities performed by the outsider on the customer.

  The outsider performance evaluation program according to the present invention includes the step of the database (5) for the outsider support system storing the quantitative performance information as a result of the outsider activities of the outsider, and the outsider support hardware ( 2) numerically transforms the qualitative performance evaluation performed by the customer on the outsider activities of the outsider and the quantitative performance information, and adds them to obtain the evaluation value of the outsider Steps.

  The outsider performance evaluation program of the present invention is one in which the qualitative performance evaluation evaluates the customer service attitude during the outsider activities performed by the outsider on the customer.

  In the outsider performance evaluation program of the present invention, the qualitative performance evaluation evaluates the easiness of understanding a product explanation at the time of the outsider activity performed by the outsider on the customer.

  The outsider performance evaluation program of the present invention is such that the quantitative performance information is the number of accounts opened as a result of the outsider activities performed by the outsider on the customer.

  The outsider performance evaluation program of the present invention is such that the quantitative performance information is the number of transactions that is a result of the outsider activities performed by the outsider on the customer.

  The outsider performance evaluation program of the present invention is such that the quantitative performance information is the number of visits that is a result of the outsider activities performed by the outsider on the customer.

  The outsider performance evaluation system of the present invention numerically converts the quantitative performance information of the outsider's external activities and the qualitative performance evaluation performed by the customer for the outsider's external activities, and adds them to the It is possible to obtain the evaluation value of the outsiders and to appropriately evaluate the outsiders' activities.

  Hereinafter, the best mode for carrying out the present invention outsider performance evaluation system will be described with reference to the accompanying drawings.

(First embodiment)
FIG. 1 is a diagram showing a configuration of a outsider performance evaluation system according to the first embodiment. FIG. 2 is a diagram showing the internal configuration of the external support hardware (2), the external support system database (5), the internet banking hardware (3), and the internet banking database (6).

  The external affairs performance evaluation system according to the first embodiment includes the external liaison officer terminal (1), the external support hardware (2), the external support system database (5), the Internet banking hardware (3), and the Internet banking. A database (6), a customer terminal (4), a communication network (7), and a local communication network (8) are provided.

  The communication network (7) is a communication network such as the Internet.

  The local communication network (8) is a local communication network such as a LAN.

  The external contact person terminal (1) is connected to the external support hardware 2 via the local communication network 8. The public relations person in charge terminal (1) is an information processing apparatus such as a personal computer. It has a communication function that can exchange information with the external support hardware (2).

  The customer terminal (4) is an information processing apparatus possessed by the customer, such as a personal computer or a mobile phone. It has a communication function that can exchange information with Internet banking hardware (3).

  The external support system database (5) is connected to the external support hardware (2) by the local communication network (8). Further, the external support system database (5) is connected by the local communication network 8 between the internet banking hardware (3) and the internet banking database (6).

  The database (5) for the external support system includes a customer information database (22), an external performance information database (23), an external performance evaluation information database (24), an negotiation history information database (25), a scheduled visit information database (26), The recommended product information database (27) and the outsider performance evaluation program (60) are stored.

  The customer information database (22) stores information for specifying customers and data for specifying accounts. The data of account number, account type, customer number, sales office number, customer name, customer address, customer telephone number, customer occupation, customer email address, customer age, customer sex, and family structure shown in FIG. 15 are stored.

  The public relations result information database (23) stores data related to the results of external relations activities for each customer. The data of the outsider number, the outsider name, the customer number, the customer name, the loan contract, the supply and demand information, the number of transactions, the transaction amount, the complaint, the customer tendency, and the number of opened accounts shown in FIG. 16 are stored.

  The public relations performance evaluation information database (24) stores data relating to the evaluation of external activities by outsiders. The data of the outsider number, the outsider name, the customer number, the actual value, the actual evaluation date, the manager evaluation, the customer evaluation value, and the evaluation value shown in FIG. 17 are stored.

The negotiation history information database (25) stores data related to the history of external activities for each customer. The data of the outsider number, the outsider name, the visit date / time, the number of visits, the next scheduled visit date / time, the customer desired date / time, and the customer number shown in FIG. 18 are stored.
The negotiation history information (55) is for the outsider to view the history of the outside activity for the customer in charge using the outside contact person terminal (1).

  The visit schedule information database (26) stores data related to visits for each customer. The data of the outsider number, the outsider name, the scheduled visit date and time, the customer number, the customer address, the customer name, and the customer telephone number shown in FIG. 19 are stored.

  The recommended product information database (27) stores data relating to recommended financial products. Data of time deposits, foreign currency deposits, investment trusts, securities, life insurance, property insurance, and property savings shown in FIG. 20 is stored. The recommended merchandise information (57) is for a foreigner to view using the externally responsible person terminal (1) as information on a financial product recommended for the customer in charge.

  Further, the outsider operates the outsider person in charge terminal (1), so that the customer information database (22), the outsider achievement information database (23), the negotiation history information database (25) of the customer in charge of each outsider, Registration / update / deletion of information stored in the visit schedule information database (26) can be instructed to the external support hardware (2).

  The external support hardware (2) is an information processing apparatus such as a workstation or a server. Customer information processing unit (28), external performance information processing unit (29), external performance evaluation information processing unit (30), negotiation history information processing unit (31), planned visit information processing unit (32), recommended product information processing unit (33).

  The customer information processing unit (28) executes processing relating to registration / update / deletion of the customer information (52) stored in the customer information database (22).

  The public relations record information processing unit (29) executes a process of acquiring the public relations record information (53) input from the public relations person in charge terminal (1) and storing it in the public relations record information database (23). Each time a public relations activity is performed, processing relating to registration / update / deletion of the public relations record information (53) stored in the public relations record information database (23) is executed.

  The public relations performance evaluation information processing unit (30) acquires the public relations information (53) entered by the foreign trader from the public relations terminal (1) and the questionnaire information (51) stored in the questionnaire information database (21). Then, the external performance evaluation information (54) is derived using the information, and a process of saving in the external performance evaluation information database (24) is executed. Each time a public relations activity is performed, processing related to registration / update / deletion of the external performance evaluation information (54) stored in the external performance evaluation information database (24) is executed.

  The negotiation history information processing unit (31) executes a process of acquiring the negotiation history information (55) input by the outsider from the outsider person in charge terminal (1) and storing it in the negotiation history information database (25). Each time a public relations activity is performed, processing relating to registration / update / deletion of the negotiation history information (55) stored in the negotiation history information database (25) is executed.

  The visit schedule information processing unit (32) obtains the visit schedule information (56) inputted by the outsider from the outsider person in charge terminal (1) and the questionnaire information (51) stored in the questionnaire information database (21), Using the information, the visitor schedule information (56) is generated and stored in the visit schedule information database (26). Each time a public relations activity is performed, processing related to registration / update / deletion of the visit schedule information (56) stored in the visit schedule information database (26) is executed.

  The recommended product information processing unit (33) acquires the questionnaire information (51) stored in the questionnaire information database (21) and the recommended product information (57) stored in the recommended product information database (27). The recommended financial product information (48) is generated and stored in the individual recommended financial product information database (18). Each time a public relations activity is performed, processing relating to registration / update / deletion of the individual recommended financial product information (48) stored in the individual recommended financial product information database (18) is executed.

  The internet banking system (9) realizes financial transactions with customers at a virtual store on the internet.

  The customer has an individual ID (identifier) and can directly conduct financial transactions using the internet banking system (9). That is, the Internet banking system (9) has a role as a direct channel between each customer and a financial institution.

  Information stored in the Internet banking database (6) includes a customer information database (17), an individual recommended financial product information database (18), a visitor visit history browsing information database (19), and a service information database (20). Information of the questionnaire information database (21).

  The customer information database (17) stores information for specifying customers who use Internet banking and information for specifying accounts. The information of the account number, account type, ID number, sales office number, customer name, customer address, customer telephone number, customer occupation, customer email address, customer age, customer sex, and family structure shown in FIG. 10 is stored.

  The individual recommended financial product information database (18) stores individual recommended financial product information (48) for each customer. Information of time deposits, foreign currency deposits, investment trusts, securities, life insurance, non-life insurance, and property savings shown in FIG. 11 is stored. A customer who accesses the internet banking hardware (3) can view the individually recommended financial product information (48). The individual recommended financial product information (48) is for the customer to browse using the customer terminal (4) as information on the financial product to be recommended.

  The visitor visit history browsing information database (19) stores visitor visit history browse information (49) for each customer. The information of the outsider number, the outsider name, the visit date and time, the number of visits, the next scheduled visit date and time, the customer desired date and time, and the customer number shown in FIG. 12 are stored. The visitor visit history browsing information (49) is for the customer to browse the visitor visit history using the customer terminal (4).

  The service information database (20) stores information related to customer accounts. The account number, account type, ID number, balance information, deposit / withdrawal details, transfer information, and transfer information shown in FIG. 13 are stored.

  The questionnaire information database (21) stores questionnaire information (51) for allowing a customer to answer a qualitative performance evaluation, a desired visit date and time, and a desired financial product for a foreigner's external activities. The information of the outsider number, the outsider name, the performance evaluation, the desired financial product, the desired visit date / time, the customer number, and the customer name shown in FIG. 14 is stored.

  In addition, the customer operates the customer terminal (4) to provide a customer information database (17), an individual recommended financial product information database (18), a visitor visit history browsing information database (19), and a service information database (20). The Internet banking hardware (3) can be instructed to browse and input the questionnaire information database (21).

  The internet banking hardware (3) is an information processing device such as a workstation or a server. A customer information processing unit (12), an individual recommended financial product information processing unit (13), a visitor visit history browsing information processing unit (14), a service information processing unit (15), and a questionnaire information processing unit (16) are provided. .

  The customer information processing unit (12) executes processing relating to registration / update / deletion of the customer information (47) stored in the customer information database (17).

  The individual recommended financial product information processing unit (13) executes processing related to registration / update / deletion of information of the individual recommended financial product information (48) stored in the individual recommended financial product information database (18).

  The visitor visit history browsing information processing unit (14) includes questionnaire information (51) stored in the questionnaire information database (21), negotiation history information (55) stored in the negotiation history information database (25), and The visit schedule information (56) stored in the visit schedule information database (26) is acquired, and each customer uses the customer terminal (4) to browse the visitor's visit history using the information. The process of generating the visitor visit history browsing information (49) that can be performed and storing it in the visitor visit history information database (19) is executed. Each time a public relations activity is performed, processing relating to registration / update / deletion of the visitor visit history browsing information (49) stored in the visitor visit history information database (19) is executed.

  The service information processing unit (15) allows the customer to check the balance of his / her account by using the Internet banking system (9), confirm the deposit / withdrawal details of his / her account, and perform transfer and transfer processing. The service information (50) for making it possible to generate is generated and stored in the service information database (20). The service information processing unit (15) functions as a conventional Internet banking system (9).

  The questionnaire information processing unit (16) acquires the public relations record information (53) stored in the public relations record information database (23), generates questionnaire information (51) using the information, and obtains the questionnaire information database (21). ) To save. Each time a public relations activity is performed, processing relating to registration / update / deletion of the questionnaire information (51) stored in the questionnaire information database (21) is executed.

  Then, operation | movement of the outsider performance evaluation system of this invention is demonstrated in detail using FIG.

  FIG. 3A and FIG. 3B are flowcharts showing the operation of the first embodiment using the outsider performance evaluation system according to the present invention.

  The outsider activates a web browser installed in the outsider contact person terminal (1) and opens a homepage for outsider support stored in the outsider support system database (5). On the home page, a button called visit schedule management is prepared, and access to the external support hardware (2) is made by selecting the button with a mouse or the like (step A1). In response to this, the external support hardware (2) transfers from the external support system database (5) to the customer information (52) and the planned visit information database (26) stored in the customer information database (22). Read out the scheduled visit information (56), the external performance information (53) stored in the external performance information database (23), and the recommended product information (57) stored in the recommended product information database (27) Then, it is transmitted to the external affairs person in charge terminal (1) (step A2).

  The public relations person in charge terminal (1) receives the above information, converts it into a predetermined format, and displays it on the screen of the public relations person in charge terminal (1). FIG. 4 is a screen display example of the external liaison officer terminal (1) at that time.

  The outsider confirms the customer information (34a), the outside track record information (34b), the negotiation history information (34c), the propensity analysis (34d), the recommended financial product (34e), etc., displayed on the outside contact person terminal (1). Then, preparations for external activities such as acquisition of information necessary for external activities and creation of materials for the customer in charge are made (step A3). Information and materials required for public relations activities include the planned address, map, introduction product brochure, and complaint information. If necessary, prepare cash to be paid.

  Then, actual public relations activities such as visiting the customer's home are performed (step A4).

  When the outsider finishes the actual outside activities and returns to the financial institution, the outsider operates the outsider person in charge terminal 1 and presses the collected information registration button (34f) with the mouse or the like from the outsider track record information display screen (34). select. The foreign trade record input screen (38) is opened, and the foreign trader inputs, for each customer, information on the acquired deposits and loan contracts collected in the public relations activity entry field (39). FIG. 5 is a screen display example of the external liaison officer terminal (1) at that time.

  Furthermore, the outsider operates the outsider person in charge terminal (1), and selects the fund supply / demand information registration button (34g) from the outsider history information display screen (34) with a mouse or the like. The fund supply / demand information input screen (40) is opened, and the outsider inputs the fund supply / demand information collected in the external activities into the fund supply / demand information input field (41) for each customer. FIG. 6 is a screen display example of the external liaison officer terminal (1) at that time.

  Further, the external support hardware (2) updates the negotiation history information (55) in the negotiation history information database (25) for the number of visits and the like.

  The liaison officer terminal (1) transmits various information input by the liaison officer to the liaison support hardware (2) (step A5).

  The external support hardware (2) receives various information input by the external parties and goes to the storage location assigned to each external party in the external performance information database (23) of the external support system database (3). Saved as performance information (53). Further, the external support hardware (2) stores the external performance information (53) in the external performance information database (23) of the financial institution with respect to the customer terminal (4). An e-mail indicating that it has been registered is transmitted (step A6).

  The customer activates the e-mail software installed in the customer terminal (4) and confirms that the above mail has been received. Then, the web browser installed in the customer terminal (4) is started, the Internet banking homepage of the financial institution is opened, the customer ID (identifier) of the Internet banking that is held in advance is entered and logged in, and the Internet banking hardware Ware 3 is accessed (step A7).

  The internet banking hardware (3) determines the customer information (47) stored in the customer information database (16) based on the accessed customer ID (identifier), and stores the customer information (2) in the external support hardware (2). 47) is transmitted (step A8).

  The external support hardware (2) receives the customer information (47), and from the external performance information database (23) stored in the external support system database (5), the external information related to the customer (53) ) Is transmitted, and the public relations record information (53) is transmitted to the Internet banking hardware (3) (step A9). The internet banking hardware (3) uses the outsider visit history browsing information database (19) stored in the outsider visit history browsing information database (19), the individual recommended product information database based on the received outsider history information (53). The individual recommended product information (48) stored in (18) is updated, read, and transmitted to the customer terminal (4) (step A10).

  The customer terminal (4) receives the above information, and the customer confirms each information on the screen of the customer terminal (4). A questionnaire (42) is displayed on the screen of the customer terminal (4). FIG. 7 is a screen display example of the customer terminal (4) at that time. Qualitative performance evaluation of foreigners in charge of foreign relations in charge (43), desired visit date and time (44) (visit reservation information), and interested financial products Answer about (45) etc. (step A11). The qualitative performance evaluation (43) of the outsider's external activities includes, for example, the customer service attitude of the outsiders during the external activities, the ease of understanding the product description, the time of the visit, and the like. Here, in order to promote the entry of the questionnaire (42), when the customer answers the questionnaire (42), an additional interest may be given as a privilege.

  The answer result of the questionnaire (42) is transmitted from the customer terminal (4) to the internet banking hardware (3).

  The internet banking hardware (3) receives the answer result of the questionnaire (42) and transfers it to the external support hardware 2 (step A12).

  Here, the external party performance evaluation program (60) stored in the external support system database 5 performs a calculation to obtain an evaluation value indicating the evaluation of the external activities of the external party. The negotiation history information processing unit (31) of the negotiation support hardware (2) determines the number of visits, which is one of the results information of the negotiation activities, from the negotiation history information (55) stored in the negotiation history information database (24). Read data and replace with numerical information. This numerical information represents the level of difficulty until the transaction is completed. Hereinafter, this numerical information is referred to as transaction difficulty information. For example, when the number of visits is less than 5, “1” is assigned to the transaction difficulty information, and when the number of visits is 5 or more and less than 10, “2” is assigned to the transaction difficulty information, and the number of visits is 10 or more. In this case, the numerical value “3” is assigned.

  Further, the public relations performance evaluation information processing unit (30) reads data such as the number of opened accounts, the number of transactions, and the transaction amount, which are the actual information, from the external performance information (53) stored in the public relations information database (23). , Each is replaced with numerical information and totaled. Hereinafter, this numerical information is referred to as transaction performance information. For example, when the number of open accounts is 3, assign a numerical value “3”, when the number of transactions is 2, assign a numerical value “2”, and when the transaction amount is less than 100,000 yen, assign a numerical value “1”. When the transaction amount is 100,000 yen or more and less than 500,000 yen, the numerical value “2” is assigned, and when the transaction amount is 500,000 yen or more, the numerical value “3” is assigned. When the number of opened accounts is 3, the number of transactions is 2, and the transaction amount is 1 million yen, the transaction result information is “8” which is a calculated value of the calculation formula 3 + 2 + 3.

  And the said transaction difficulty information and transaction performance information are multiplied, and the calculation result (henceforth, performance value) is preserve | saved at a public relations performance evaluation information database (24). For example, when the transaction difficulty information is “3” and the transaction record information is “8”, the record value is “24” which is a calculated value of the calculation formula 3 × 8.

  Meanwhile, the external support hardware (2) receives the answer result of the customer questionnaire (42). The customer answers the five-step evaluation displayed on the screen of the customer terminal (4) regarding the customer service attitude (43a) of the outsider with respect to the customer. The answer is selected by placing the mouse cursor on one of the five-level evaluation buttons (43b). When the evaluation of “best” is selected in the five-step evaluation, the public relations performance evaluation information processing unit (30) assigns a numerical value of “5”. The public relations performance evaluation information processing unit (30) assigns numerical values to the answers for each item of the qualitative performance evaluation (43) and totals the numerical values. Hereinafter, the numerical information is referred to as a customer evaluation value. The public relations performance evaluation information processing unit (30) stores the customer evaluation value in the public relations performance evaluation information database (24). For example, when answering “best” for customer service attitude, the numerical value “5” is assigned, and when answering “normal” for easy understanding of the product description, the value “3” is assigned, and the customer evaluation value is calculated by the formula The total value of 5 + 3 is “8”.

  The external performance evaluation information processing unit (30) sums up the above actual values and customer evaluation values, and stores them in the external performance evaluation information database (24) as evaluation values. According to the example described above, since the actual value is “24” and the customer evaluation value is “8”, the evaluation value is “32” which is the total value of the calculation formula 24 + 8.

  Evaluate the performance of outsiders 'activities according to the size of the outsiders' evaluation values. In other words, when a financial institution assesses a foreigner's external activities, each outsider can be assessed using the evaluation value. For example, when the evaluation value is less than 10, “D” representing the grade of evaluation is defined, “C” when the evaluation value is 10 or more and less than 20, “A” when the evaluation value is 20 or more and less than 30, When the evaluation value is 30 or more, it can be determined as “S”. In other words, since the evaluation of the performance of the outsider's activities by the outsider can be performed quantitatively including the evaluation of the customer, the outsider can be evaluated appropriately.

  Further, the external support hardware (2) obtains a customer tendency analysis (34d) from the result of the questionnaire (42), determines a recommended product, and sets new recommended product information (57). The new recommended product information (57) is stored in the recommended product information database (27), and the individual recommended financial product information (48) based on the tendency analysis (34d) is obtained, and the individual recommended financial product information database is obtained. Saved in (18). Further, the visit schedule information (56) replaced with the date and time of the next visitor's desired visit date (44) (visit reservation information) requested by the customer in the questionnaire (42) is re-displayed in the visit schedule information database (26). Registered (step A13).

  As in step A1, the outsider operates the outsider person in charge terminal (1) to access the outsider support hardware (2) (step A14). External support hardware (2) is recommended from external performance evaluation information database (24) from external performance evaluation information (54), customer information database (22) from customer information (52), and recommended product information database (27). The product information (57) and the visit schedule information (56) are read from the visit schedule information database (26) and transmitted to the external affairs person in charge terminal (1) (step A15).

  The outsider confirms his / her external performance evaluation information (54), recommended product information (57), and visit schedule information (56) on the screen of the external contact person terminal (1). Preparations for public relations activities such as acquisition of customer information and creation of materials for the customer in charge (step A16), and go to the actual public relations activities (step A17).

  After that, the flow of steps A5 to A17 is repeated, and external activities are performed.

  As described above, according to the above embodiment, according to the present invention, it is possible to appropriately evaluate the performance of the outsider's activities for the outsider in a form reflecting the evaluation of the outsider by the customer.

  In addition, the reservation of visitor's visit, determination of visit date and time, survey of customer's financial products, and selection of recommended products should be carried out 24 hours a day without being restricted by financial institution operating hours. It is possible to conduct external activities quickly and efficiently.

(Second Embodiment)
FIG. 8 is a flowchart showing the operation of the second embodiment using the external support system according to the present invention.

  The outsider performance evaluation system used for the second embodiment is the same as that of the first embodiment. The second embodiment is an example in which the present invention is used when the visitor's visit date and time is determined.

  First, the web browser installed in the customer terminal (4) is started, the Internet banking homepage of the financial institution is opened, the customer ID (identifier) of the Internet banking previously held is entered, logged in, and the Internet banking hardware Ware (3) is accessed (step B1).

  The internet banking hardware (3) calculates the customer information (47) stored in the customer information database (16) based on the accessed customer ID (identifier) and sends the customer information to the external support hardware (2). Information (47) is transmitted (step B2).

  The external support hardware (2) receives the customer information (47), and from the planned visit information database (26) stored in the external support system database (5), visit plan information (56 ) Then, after updating the visitor's visit schedule information (56), the visit schedule information database (26) stores the visit schedule information (56), and the visit schedule information (56) is stored in the Internet banking hardware (3). Transmit (step B3).

  The internet banking hardware (3) forms the visit schedule information in a form that can be presented to the customer based on the received visit schedule information (56), and transmits it to the customer terminal (4) (step B4).

  The customer operates the customer terminal (4), accesses the internet banking hardware (3), and confirms the received visit schedule information in the same manner as in step B1. Further, the customer searches for recommended product information (46) and answers a questionnaire (42). In the questionnaire (42), the next visitor's desired visit date and time (44) (visit reservation information) and the interested financial product (45) are input. The internet banking hardware (3) receives the answer result of the questionnaire (42) from the customer terminal (4). FIG. 9 shows a screen for searching for recommended product information (46) as a screen display example of the customer terminal (4) at that time (step B5).

  The internet banking hardware (3) receives the desired visit date and time (44) (visit reservation information) and information on the financial product (45) of interest, and forwards it to the external support hardware (2) (step B6).

  When the foreign support hardware (2) receives information on the desired visit date and time (44) (visit reservation information) and the interested financial product (45) from the internet banking hardware 3, it already enters the visit schedule information database (26). The date and time of the stored visit schedule information (56) and the visit reservation information are compared, the date and time of the visit schedule information (56) is replaced with the date and time of the visit reservation information, and the visit schedule information (56) is re-registered. . Further, the external support hardware (2) performs re-registration processing on the recommended product information (57) stored in the recommended product information database (27) based on the information of the financial product (45) that is of interest. (Step B7).

  The outsider activates a web browser installed in the outsider contact person terminal (1) and opens a homepage for outsider support stored in the outsider support system database (5). A button called visit schedule management is prepared on the homepage, and the button is selected with a mouse or the like (step B8). In response to this, the external support hardware (2) searches the customer information database (22) for the corresponding customer information (52) for the customer designated by the external party. Further, the new visit schedule information (56) subjected to the re-registration process is searched from the visit schedule information database (26). Also, the recommended product information (57) is searched from the recommended product information database (27), and each searched information is transmitted to the external contact person terminal (1) (step B9).

  The outsider operates the outsider person in charge terminal (1), confirms the customer information (52), the planned visit information (56), and the recommended product information (57) displayed on the screen, and visits based on the customer's visit reservation. Determine the date and time and determine the recommended product. In other words, the outsiders prepare for external activities such as acquisition of information necessary for external activities and creation of materials for the customer in charge (step B10), and go to the actual external activities (step B11).

FIG. 1 shows an embodiment of the outsider performance evaluation system according to the present invention. FIG. 2 shows an embodiment of the internal configuration of the external support hardware (2), external support system database (5), Internet banking hardware (3), and Internet banking database (6) according to the present invention. FIG. 3A shows steps A1 to A9 regarding the operation flow of the first embodiment of the outsider performance evaluation system according to the present invention. FIG. 3B shows step A10 and subsequent steps in the operation flow of the first embodiment of the outsider performance evaluation system according to the present invention. FIG. 4 shows an example of a public relations information display screen of the foreign relation person in charge terminal. FIG. 5 shows an example of a public relations result input screen of the foreign relation staff terminal. FIG. 6 shows an example of a fund supply / demand information input screen of the foreign affairs person in charge terminal. FIG. 7 shows an example of a questionnaire display screen of the customer terminal. FIG. 8 shows an operation flow of the second embodiment of the outsider performance evaluation system according to the present invention. FIG. 9 shows an example of a recommended product information search screen. FIG. 10 shows a data example of the customer information database (17) of the Internet banking system database (6). FIG. 11 shows a data example of the individually recommended financial product information database (18) of the database (6) for the Internet banking system. FIG. 12 shows an example of data in the visitor visit history browsing information database (19) in the database (6) for the Internet banking system. FIG. 13 shows a data example of the service information database (20) of the Internet banking system database (6). FIG. 14 shows a data example of the questionnaire information database (21) of the Internet banking system database (6). FIG. 15 shows an example of data in the customer information database (22) of the database (5) for external support system. FIG. 16 shows a data example of the public relations information database (23) of the external support system database (5). FIG. 17 shows an example of data in the external performance evaluation information database (24) of the external support system database (5). FIG. 18 shows an example of data in the negotiation history information database (25) of the database (5) for external support system. FIG. 19 shows a data example of the visit schedule information database (26) of the database (5) for external support system. FIG. 20 shows a data example of the recommended product information database (27) of the database (5) for external support system.

Explanation of symbols

1 External contact person terminal 2 External support hardware 3 Internet banking hardware 4 Customer terminal 5 External support system database 6 Internet banking database 7 Communication network 8 On-site communication network 9 Internet banking system 12 Customer information processing unit 13 Individual recommended financial products Information processing unit 14 External visitor history browsing information processing unit 15 Service information processing unit 16 Questionnaire information processing unit 17 Customer information database 18 Individual recommended financial product information database 19 External party visit history browsing information database 20 Service information database 21 Questionnaire information database 22 Customer Information Database 23 External Relations Performance Information Database 24 External Relations Performance Evaluation Information Database 25 Negotiation History Information Database 26 Scheduled Visit Information Database 27 Recommended Product Information Database 28 Customer information processing unit 29 External performance information processing unit 30 External performance evaluation information processing unit 31 Negotiation history information processing unit 32 Scheduled visit information processing unit 33 Recommended product information processing unit 34 External performance information display screen 34a Customer information 34b External performance information 34c Negotiation history information 34d Tendency analysis 34e Recommended financial product 34f Collected information input button 34g Fund supply / demand information registration button 38 Public relations result input screen 39 Public relations result input column 40 Fund supply / demand information input screen 41 Fund supply / demand information input column 42 Questionnaire information 43 Qualitative Achieving results 43a Customer service attitudes 43b Five-level evaluation button 44 Date and time of visit 45 Interesting financial products 46 Recommended product information search screen 47 Customer information 48 Individual recommended financial product information 49 External visitor history browsing information 50 Service information 51 Questionnaire information 52 Customer information 53 Performance information 54 public relations performance evaluation information 55 negotiating history information 56 visit schedule information 57 recommended product information 60 Liaison's performance evaluation program

Claims (18)

A database for external support systems that stores quantitative performance information that is the result of external activities of external parties,
Qualitative performance evaluation performed by the customer for the external activities of the external party and the quantitative performance information are converted into numerical values, and these are added together to provide external support hardware for obtaining the evaluation value of the external party. Equipped with outsiders performance evaluation system.   2. The outsider performance evaluation system according to claim 1, wherein the qualitative performance evaluation is for evaluating a customer service attitude during the outside activity performed by the outsider on the customer.   3. The outsider performance evaluation system according to claim 1 or 2, wherein the qualitative performance evaluation is performed for evaluating easy-to-understand product descriptions at the time of the outsider activities performed by the outsider on the customer.   The outsider performance evaluation system according to any one of claims 1 to 3, wherein the quantitative performance information is an account opening number that is a result of the outsider activities performed by the outsider on the customer.   The outsider performance evaluation system according to any one of claims 1 to 4, wherein the quantitative performance information is a transaction number that is a result of the outsider activities performed by the outsider on the customer.   The outsider performance evaluation system according to any one of claims 1 to 5, wherein the quantitative performance information is a visit count that is a result of the outsider activities performed by the outsider on the customer. The database for the external support system stores the quantitative performance information that is a result of the external activities of the external party;
The external support hardware converts the qualitative performance evaluation performed by the customer on the external activities of the external party and the quantitative performance information, and adds them together to evaluate the external party. A method for evaluating outsiders performance comprising a step of obtaining a value.   The outsider performance evaluation method according to claim 7, wherein the qualitative performance evaluation is performed to evaluate a customer service attitude in the outside activity performed by the outsider on the customer.   9. The outsider performance evaluation method according to claim 7 or 8, wherein the qualitative performance evaluation is performed for evaluating an easy-to-understand description of a product at the time of the outside activity performed by the outsider on the customer.   The outsider performance evaluation method according to any one of claims 7 to 9, wherein the quantitative performance information is an account opening number that is a result of the outsider activities performed by the outsider on the customer.   The outsider performance evaluation method according to any one of claims 7 to 10, wherein the quantitative performance information is a number of transactions that is a result of the outsider activities performed by the outsider on the customer.   The outsider performance evaluation method according to any one of claims 7 to 11, wherein the quantitative performance information is a visit count that is a result of the outsider activities performed by the outsider on the customer. The database for the external support system stores the quantitative performance information that is a result of the external activities of the external party;
The external support hardware converts the qualitative performance evaluation performed by the customer on the external activities of the external party and the quantitative performance information, and adds them together to evaluate the external party. A program for assessing the performance of outsiders comprising the step of obtaining a value.   14. The outsider performance evaluation program according to claim 13, wherein the qualitative performance evaluation is to evaluate a customer service attitude at the time of the outside activity performed by the outsider on the customer.   15. The outsider performance evaluation program according to claim 13 or 14, wherein the qualitative performance evaluation is performed for evaluating an easy-to-understand description of a product at the time of the outside activity performed by the outsider on the customer.   The outsider performance evaluation program according to any one of claims 13 to 15, wherein the quantitative performance information is an account opening number that is a result of the outsider activities performed by the outsider on the customer.   The outsider performance evaluation program according to any one of claims 13 to 16, wherein the quantitative performance information is a transaction number that is a result of the outsider activities performed by the outsider on the customer.   The outsider performance evaluation program according to any one of claims 13 to 17, wherein the quantitative performance information is a number of visits that is a result of the outsider activities performed by the outsider on the customer.

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