JP2014132390A - System, method and program for supporting improvement of value chain - Google Patents

Abstract

PROBLEM TO BE SOLVED: To make competitive superiority of oneself and others clearly and easily recognizable, and ensure that an appropriate proposal of improvement based on comparison with the others can be put into practice.SOLUTION: An information processor 100 executes: processing for displaying a value chain in which icons of element items are arranged in a time sequence on a display unit 106 and changing a display form of each element item in the icon on the value chain depending on quality of evaluation information from a customer relating to the element item; and processing for extracting the evaluation information, generating value chains before and after improvement to display the value chains parallelly on the display unit 106, and showing a change of the evaluation information caused by the improvement after a lapse of prescribed time after the value chain is displayed on the display unit 106 or after an input unit 105 or an external terminal 200 accepts user notification to the effect that improvement has made to at least one of the service, facility and commodities corresponding to the element item after display of the value chain.

Description

  The present invention relates to a value chain improvement support system, a value chain improvement support method, and a value chain improvement support program. Specifically, the present invention makes it possible to clearly and easily recognize the competitive advantage of each other, and The present invention relates to a technology that makes it possible to execute an accurate improvement proposal based on the comparison.

  A tool called a value chain has been proposed as a framework for clarifying the source of competitive advantage of a company and analyzing the internal environment of the company. As a technology for supporting management improvement using this value chain, for example, a set of business goals is determined for one or more location candidates, and one or more objectives for each business goal are determined. Develop measures and perform value chain analysis on the products or services provided to determine what types of resources have the potential to improve the analyzed value chain, and determine the determined resources A cost factor related to placement in a location candidate is developed, a calculation is performed in consideration of the business objective together with the developed cost factor according to the developed objective measure, and a specific location is selected from the location candidates. And assign the determined resource to the specific location. Such Tsu method comprising flops (see Patent Document 1) has been proposed.

JP 2005-293559 A

  However, there is almost no opportunity for the above-mentioned value chain concept to be specifically applied to actual business.Furthermore, based on the business background, resources used, business sequence, and their problems, business It was never implemented as an effective tool above. In addition, even if there is a tool for improving management in the past, it is difficult for the person in charge to understand the information presented by the tool itself, or there are problems with the company's business, where to find improvements, and appropriate measures. The tool did not present important information, and in the end, user companies had no choice but to consider business improvement measures that were unclear and inaccurate.

  Accordingly, the present invention has been made in view of the above problems, and provides a technology that makes it possible to clearly and easily recognize the competitive advantage of one's own and others and to execute an accurate improvement proposal based on comparison with others. Main purpose.

  The value chain improvement support system of the present invention that solves the above-described problem is an icon indicating an element item on the value chain corresponding to a business sequence for providing a product or service to a customer, and from a customer collected for the corresponding element item. A storage unit that stores evaluation information in association with each other, and a value chain in which icons of the respective element items are arranged in time series are displayed on the display unit, and a display form of each element item icon on the value chain The process of changing the evaluation information from the customer regarding the element item and the value chain is displayed on the display unit, and after a certain period of time, or after the value chain is displayed, the service, equipment, and product corresponding to the element item are displayed. Accept at least one user improvement notification from the input unit or external terminal And a calculation unit that extracts evaluation information after a fixed period of time, generates value chains before and after improvement, displays them in parallel on the display unit, and executes a process that shows a change in evaluation information due to the improvement. And

  In the value chain improvement support system, the calculation unit obtains evaluation information collected for each element item from the input unit or an external terminal, stores the information in the storage unit, and evaluation information about each element item. The number or registration pace in the storage unit is monitored, the element item whose evaluation information number or registration pace falls below a certain standard is specified, and the icon corresponding to the specified element item is displayed on the display unit Processing to delete from the placement target in the value chain and the element item that has been deleted from the placement target, or from the beginning was not included in the placement target in the value chain. Among the element items that have been conducted, the number of the evaluation information or the one whose registration pace exceeds a certain standard is identified, and the identified requirement An icon corresponding to the item, and executes a process of adding as a layout target in the value chain to be displayed on the display unit may be.

  Further, in the value chain improvement support system, the storage unit introduces at least one of services, equipment, and products corresponding to elemental items and data of value chains related to prominent other facilities targeted by each company, The management unit further stores proposal information for improvement or management improvement, and the calculation unit receives an instruction from the user from an input unit or an external terminal along with a display of a value chain of a predetermined user. Reading out the value chain data related to the other famous facilities from the storage unit, the read value chain as a comparison target or a target target, the process of displaying the value chain of the corresponding user in parallel with the display unit, After performing parallel display, the value chain data is included between the other facility and the corresponding user. To identify the most different elements item predetermined value indicated by the valence information, it reads the suggestion information corresponding to the relevant element item from the storage unit, and executes a process of displaying this on the display unit may be.

  Further, in the value chain improvement support system, the storage unit further holds at least one of the presence / absence of equipment, the sales scale, and a predetermined rating value for each user and each of the other famous facilities, The computing unit compares the presence / absence of equipment, the sales scale, and a predetermined rating value between the prominent other facility and the corresponding user, and identifies similar other facilities whose difference is within a certain range, Among these other facilities, a process in which a predetermined value indicated by the evaluation information is higher than a certain value by a certain level as a recommended candidate, and the value chain of the recommended candidate is displayed in parallel with the value chain of the corresponding user on the display unit May be executed.

  Further, in the value chain improvement support system, the storage unit stores the icon and the evaluation information in association with each other for other users, and the calculation unit is configured so that the evaluation information is relatively between users. A value chain obtained by identifying a high evaluation user who is good and other than the predetermined user and anonymizing the identification information of the high evaluation user is used as the comparison target or the target target or the recommended candidate as the value chain of the predetermined user. The display unit may execute parallel display processing.

  In the value chain improvement support system, the calculation unit identifies a low evaluation user whose predetermined value indicated by the evaluation information is relatively poor among users and is a user other than the predetermined user, and the low evaluation user's The value chain with anonymized identification information is displayed as a bad comparison target in parallel on the value chain of the predetermined user and the display unit, and the value indicated by the evaluation information is an element item with a certain value or less. The element item with the closest predetermined value indicated by the evaluation information may be specified, the proposal information corresponding to the corresponding element item may be read from the storage unit, and the process of displaying this on the display unit may be executed.

  Further, in the value chain improvement support system, the storage unit receives negative positive information indicating favorability and negativity for each keyword and at least one of each user or the famous other facility from a customer regarding each element item. As evaluation information, it further holds word-of-mouth information and evaluation score by the customer, and the calculation unit calculates the appearance frequency of each keyword included in the word-of-mouth information for each element item with respect to the predetermined user, and the appearance frequency is a certain level or more Each of the keywords including a keyword that has been identified as favorable or negative by the process of determining the favorability or negativeness of the corresponding keyword by identifying the keyword and checking the identified keyword against the negative / positive information The evaluation score for word-of-mouth is read from the storage unit and added up for each corresponding element item. A process for calculating an evaluation value related to the user, another user specified by a predetermined user, the famous other facility, the high evaluation user, the low evaluation user, the comparison target, the target target, and at least one of the recommended candidates The evaluation value of the element item is compared with the predetermined user, the quality of the customer evaluation obtained by the predetermined user regarding the corresponding element item is specified, and the proposal information corresponding to the corresponding element item is read from the storage unit, It is good also as what performs the process which displays this on a display part.

  Further, in the value chain improvement support system, the storage unit receives negative positive information indicating favorability and negativity for each keyword and at least one of each user or the famous other facility from a customer regarding each element item. As evaluation information, it further holds word-of-mouth information and evaluation score of the customer and attribute information of the customer, and the calculation unit is a predetermined user, another user designated by the predetermined user, the famous other facility, Read at least one of the high evaluation user, the low evaluation user, the comparison target, the target target, and the recommended candidate from the storage unit with an evaluation score obtained from a customer having attribute information designated by a predetermined user, A process for identifying word-of-mouth information in which the evaluation score is within a range designated by the predetermined user; By calculating the appearance frequency of each keyword included in the word-of-mouth information, specifying a keyword with an appearance frequency of a certain level or more, comparing the specified keyword with the negative-positive information, determining the favorability or negativity of the corresponding keyword, A process of displaying the corresponding keyword on the display unit together with the favorability or negativeness information found by the determination may be executed.

  Further, the value chain improvement support method of the present invention includes an icon indicating an element item on the value chain corresponding to a business sequence for providing a product or service to a customer, evaluation information from the customer collected for the corresponding element item, An information processing apparatus including a storage unit that stores the information in association with each other displays a value chain in which icons of the respective element items are arranged in time series on a display unit, and a display form of the icon of each element item on the value chain And a service or facility corresponding to the element item after a certain period of time has elapsed after the value chain is displayed on the display unit or after the value chain is displayed. , Receive user notification from the input unit or external terminal that at least one of the products has been improved After a certain period of time Te, it extracts the evaluation information, displayed in parallel to improve the longitudinal value chain to the display unit generates and respectively, and executes a process of showing the change of evaluation information by improving the.

  Further, the value chain improvement support program of the present invention includes an icon indicating an element item on the value chain corresponding to a business sequence for providing a product or service to a customer, evaluation information from the customer collected for the corresponding element item, and A value chain in which icons of the respective element items are arranged in a time series is displayed on a display unit in an information processing apparatus including a storage unit that stores the information in association with each other, and a display form of the icon of each element item on the value chain And a service or facility corresponding to the element item after a certain period of time has elapsed after the value chain is displayed on the display unit or after the value chain is displayed. From the input unit or external terminal to notify the user that at least one of the products has been improved After a certain period of time only with it, it extracts the evaluation information, improve the front and rear of the value chain in parallel displayed generate and display unit respectively, characterized in that to execute a process of showing the change of evaluation information by improving.

  According to the present invention, it is possible to clearly and easily recognize the competitive advantage of others and to execute an accurate improvement proposal based on comparison with others.

It is a figure which shows the example of a network structure containing the value chain improvement assistance system of this embodiment. It is a figure which shows the value chain improvement assistance system hardware structural example of this embodiment. It is a figure which shows the example of a data structure of the evaluation information table in this embodiment. It is a figure which shows the example of a data structure of the proposal information table in this embodiment. It is a figure which shows the data structure example of the negative positive information table in this embodiment. It is a figure which shows the process flow example 1 of the value chain improvement assistance method of this embodiment. It is a figure which shows the processing flow example 2 of the value chain improvement assistance method of this embodiment. It is a figure which shows the process flow example 3 of the value chain improvement assistance method of this embodiment. It is a figure which shows the process flow example 4 of the value chain improvement assistance method of this embodiment. It is a figure which shows the process flow example 5 of the value chain improvement assistance method of this embodiment. It is a figure which shows the process flow example 6 of the value chain improvement assistance method of this embodiment. It is a figure which shows the process flow example 7 of the value chain improvement assistance method of this embodiment. It is a figure which shows the example 1 of an output screen in this embodiment. It is a figure which shows the example 2 of an output screen in this embodiment. It is a figure which shows the example 3 of an output screen in this embodiment. It is a figure which shows the example 4 of an output screen in this embodiment. It is a figure which shows the example 5 of an output screen in this embodiment. It is a figure which shows the output screen example 6 in this embodiment.

--- System configuration ---
Embodiments of the present invention will be described below in detail with reference to the drawings. FIG. 1 is a network configuration diagram including a value chain improvement support system 100 of the present embodiment. A value chain improvement support system 100 (hereinafter, system 100) shown in FIG. 1 makes it possible to clearly and easily recognize the competitive advantage of itself and to execute an accurate improvement proposal based on comparison with others. System.

  For example, the system 100 may be a server device, and is connected to an external terminal 200 installed in a user company via a network 120 such as the Internet. In the present embodiment, for simplification of explanation, the system 100 is shown as a single device. However, a server may be provided for each necessary function to cooperate with each other.

  In this embodiment, as an example of a situation in which the system 100 is applied, a business provider that provides an accommodation service is a target user for management improvement support, a facility for providing the accommodation service for the user, a facility incidental to the facility, and a facility Various resources such as services, products, and employees who are engaged in services are set as element items to be processed in the value chain, and evaluation information obtained from customers is analyzed for these element items. Assume a situation in which management improvement support is executed. However, the target to which the system 100 is applied is not limited to the business that provides the accommodation service, but can be applied to other various businesses.

  Next, the configuration of each device connected to the network 120 will be described. FIG. 2 is a diagram illustrating a hardware configuration example of the value chain improvement support system 100. A system 100 that is a server device includes a storage unit 101 that is a nonvolatile storage device such as a hard disk drive, a memory 103 that is a volatile storage device, a calculation unit 104 such as a CPU, an input unit 105 such as various keyboards and buttons, a display, and the like. The display unit 106 and communication units 107 such as a NIC (Network Interface Card) are connected to each other by a BUS. The storage unit 101 stores at least an evaluation information table 125, a proposal information table 126, and a negative / positive information table 127, which will be described later in detail.

  In such a system 100, the program 102 stored in the above-described storage unit 101 is executed by the arithmetic unit 104 by reading the program 102 into the memory 103, and the necessary functions are mounted. However, each of these functions may be realized as hardware such as an electronic circuit.

  The external terminal 200 is a general computer terminal and is an information processing apparatus that can access the above-described system 100 via the network 120. Therefore, a specific description of the configuration is omitted.

  Subsequently, functional units that the system 100 configures and holds in the storage unit 101 based on the program 102 will be described. For example, the system 100 performs user authentication according to a general login operation from the external terminal 200 or the input unit 105, and regarding the user who has logged in through this user authentication, the accommodation facility, its employees, incidental facilities, Value chain data is read from the evaluation information table 125 of the storage unit 101 for each element item corresponding to the provided service, product, etc., and arranged in time series in accordance with the business sequence of the accommodation service. And has a function of displaying it on the display unit 106.

  In this case, the system 100 changes the display form of the icon of each element item on the value chain displayed on the display unit 106 depending on the quality of the evaluation information from the customer regarding the corresponding element item. Whether the evaluation information is good or bad corresponds to the favorability or negativeness of the keyword included in the word-of-mouth information that is one of the evaluation information (eg, the result of the system 100 determining the keyword based on the negative / positive information table 127), The evaluation score (value scored by the customer), which is one of the evaluation information, corresponds. When the system 100 changes the icon display form, for example, the higher the favorability of the above-described keyword in the evaluation information and the higher the above-mentioned evaluation score, or conversely, the higher the negativeness of the keyword and the above-mentioned. The lower the evaluation score is, the more gradually the color, size and shape of the corresponding icon are changed.

  In addition, the system 100 displays the value chain on the display unit 106 and notifies the user that at least one of the service, facility, and product corresponding to the element item has been improved after a certain period of time has elapsed or after the value chain is displayed. Is received from the input unit 105 or the external terminal 200, and after a lapse of a certain period of time, evaluation information is extracted from the evaluation information table 125 of the storage unit 101, and based on this evaluation information, value chains before and after improvement are respectively generated and displayed. 106 has a function of displaying in parallel. By displaying the value chains before and after the improvement in parallel, it is possible to indicate to the user changes in evaluation information such as an increase in the favorability of the keywords and an improvement in the evaluation score due to the improvement.

  The system 100 described above has a function of acquiring evaluation information collected for each element item from the input unit 105 or the external terminal 200, and storing and updating it in the evaluation information table 125 of the storage unit 101. In this case, the system 100 monitors the registration number or registration pace of the evaluation information regarding each element item in the evaluation information table 125 of the storage unit 101 at regular intervals, and the registration number or registration pace of the evaluation information is based on a constant standard. It is preferable to have a function for identifying the element items below. In this case, the system 100 deletes the icon corresponding to the element item specified here from the arrangement target in the value chain displayed on the display unit 106. For this reason, each user record in the evaluation information table 125 is given a flag indicating whether or not each icon is to be placed in the value chain, and the system 100 assigns / deletes this flag to give value. Addition to the placement target in the chain or deletion from the placement target is performed.

  In addition, the system 100 in this case has not been included in the element item in which the icon is deleted from the arrangement target as described above or the arrangement target in the value chain from the beginning (that is, the record of the evaluation information table 125). The system 100 is provided with a function for identifying the number of registered evaluation information or the registered pace exceeding a certain standard among the element items for which the evaluation information is managed in the system 100. ing. The system 100 also has a function of adding an icon corresponding to the element item specified here as an arrangement target in the value chain displayed on the display unit 106.

  In addition, as described above, the system 100 is identified in advance as the value chain is displayed for the logged-in user, or when an instruction from the user is received from the input unit 105 or the external terminal 200, for example. Read out the value chain data related to other famous facilities from the evaluation information table 125 of the storage unit 101 and display the read value chain in parallel on the value chain of the corresponding user and the display unit 106 as a comparison target or target target. It has a function.

  In this case, the system 100 performs the parallel display described above, and then the predetermined value indicated by the evaluation information included in the data of the value chain between the famous other facility and the corresponding user (eg, keyword favorability or negativeness, evaluation) An element item having the most different score) is specified, and proposal information corresponding to the corresponding element item is read from the proposal information table 126 of the storage unit 101 and displayed on the display unit 106.

  The system 100 compares at least one of the presence / absence of equipment, the sales scale, and a predetermined rating value read from the evaluation information table 125 of the storage unit 101 between a plurality of other famous facilities and the corresponding user, Identify other similar facilities with a difference within a certain range, and among these other facilities, the predetermined value (e.g. keyword favorability or negativeness, evaluation score) indicated by the evaluation information is higher than the user by a certain level. It has a function of specifying as a recommendation candidate and displaying the value chain of the other facility as the recommendation candidate in parallel on the display unit 106 with the value chain of the corresponding user.

  In addition, the system 100 identifies highly evaluated users who are other users other than the predetermined user (the user who has logged in), and the evaluation information such as the favorability or negativeness of the keyword and the evaluation score is relatively good among users. Anonymize the identification information of highly rated users (company name, accommodation name, etc.) by processing such as concealment or randomization, and compare the value chain with this anonymized identification information to be compared or targeted or recommended It is preferable to have a function of displaying the value chain of a predetermined user and the display unit 106 in parallel.

  In addition, the system 100 has low evaluation users who are relatively poor among users and whose predetermined values indicated by evaluation information such as keyword favorability or negativeness and evaluation scores are other users than the predetermined users (logged-in users). Identify and anonymize this low-rated user's identification information (company name, accommodation name, etc.) by processing such as obfuscation or randomization, and use this anonymized identification information as a bad comparison target It is preferable to provide a function of displaying the value chain of a predetermined user in parallel with the display unit 106. The system 100 in this case is an element item whose value indicated by the evaluation information is below a certain value, specifies an element item whose predetermined value indicated by the evaluation information is the closest between the low evaluation user and the corresponding user, and sets the corresponding element item. It is preferable to have a function of reading the corresponding proposal information from the proposal information table 126 of the storage unit 101 and displaying it on the display unit 106.

  Further, the system 100 calculates the appearance frequency of each keyword included in the word-of-mouth information for each element item with respect to the predetermined user who has logged in, specifies the keyword having the appearance frequency of a certain level or more, and stores the specified keyword in the storage unit 101. The negative / positive information table 127 is preferably compared with the negative / positive information table 127. In this case, the system 100 reads the evaluation score regarding each word of mouth including the keyword that has been determined to be favorable or negative by the determination from the evaluation information table 125 of the storage unit 101, adds up each element item, A function for calculating an evaluation value for the element item is further provided. In addition, the system 100 includes a predetermined user, at least one of another user designated by a predetermined user, the above-mentioned famous other facility, a highly evaluated user, a low evaluated user, a comparison target, a target target, and a recommended candidate, and the predetermined user. , Comparing the evaluation value of the element item, for example, by determining whether the customer evaluation obtained by the predetermined user for the corresponding element item is lower than other facilities, etc. It has a function of reading out the proposal information corresponding to the corresponding element item whose customer evaluation is lower than a certain level from other facilities or the like from the proposal information table 126 of the storage unit 101 and displaying it on the display unit 106. If so, it is preferable.

  In addition, the system 100 includes at least one of a predetermined user who has logged in, another user designated by the predetermined user, the above-mentioned famous other facility, a highly evaluated user, a low rated user, a comparison target, a target target, and a recommended candidate. In the evaluation information table of the storage unit 101, the evaluation score obtained from a customer having attribute information (eg, age group, gender, place of residence, occupation, position, family composition, birthplace, etc.) designated by a predetermined user It is preferable to have a function of identifying word-of-mouth information that is read from 125 and whose evaluation score is in a range designated by a predetermined user. In this case, the system 100 calculates the appearance frequency of each keyword included in the specified word-of-mouth information, specifies a keyword with an appearance frequency equal to or higher than a certain level, and compares the specified keyword with the negative / positive information table 127, thereby matching the corresponding keyword. It is preferable that the display unit 106 has a function of displaying the corresponding keyword together with the favor / negative information determined by this determination.

--- Data structure example ---
Next, an example of a data structure such as a table used by the system 100 of this embodiment will be described. FIG. 3 is a diagram showing an example of the data structure of the evaluation information table 125 in this embodiment. The evaluation information table 125 includes element items on the value chain corresponding to a business sequence for providing accommodation services and accompanying products to customers who are customers, icons indicating the items, and customers collected for the corresponding element items. Evaluation information (customer reviews and evaluation scores, customer attribute information), restaurants, main bar, free parking, swimming pool, gym, wireless network environment, trouser press, refrigerator, etc. , Sales scale, and a predetermined rating value (for example, the number of stars given by a third party in consideration of the evaluation results of customers and specialized investigators for accommodation facilities) It is a table stored for each well-known other facility. Each user record in the evaluation information table 125 is provided with a flag indicating whether or not each icon is to be placed in the value chain. In the example shown in the figure, “◯” is set as a flag in the case of an arrangement target. In addition, regarding the “room” of the icons, evaluation information such as word-of-mouth information has not been obtained, and therefore the arrangement target flag “◯” is not set.

  FIG. 4 is a diagram showing an example of the data structure of the proposal information table 126 in the present embodiment. The proposal information table 126 illustrated in the figure is a table storing proposal information for management improvement of introduction, abolition, or improvement of at least one of services, facilities, and products corresponding to each element item and its evaluation value. . As the proposal information, for example, information corresponding to an element item such as “front”, such as “Let's consider the check-in counter dedicated to VIP customers and the arrangement of personnel immediately” can be assumed. In addition, as illustrated in FIG. 4, as a kind of proposal information about services, equipment, products, etc. that should be introduced or improved, for example, advertisement information such as products, services, etc. that are considered to be suitable for introduction A configuration incidental to each record in the proposal information table 126 can also be assumed. The advertisement information includes not only text format information but also images such as still images and moving images. Accordingly, it is possible to assume advertisement information of each pattern such as text only, image only, or a combination of text and image.

  FIG. 5 is a diagram showing an example of the data structure of the negative / positive information table 127 in the present embodiment. The negative / positive information table 127 is a table that stores negative / positive information indicating favorability and negativity with respect to keywords included in word-of-mouth information from customers using the accommodation facility. As negative / positive information, for example, “+1” to “+3” are keywords that are favorably, that is, favored opinions (favorable as the absolute value is larger), “−1” to “−3”, It can be assumed that the keyword is negative, that is, it is a low evaluation and seems to be a negative opinion (a larger absolute value is more negative).

--- Example of processing procedure 1 ---
Hereinafter, the actual procedure of the value chain improvement support method in the present embodiment will be described with reference to the drawings. Various operations corresponding to the value chain improvement support method described below are realized by a program 102 that is read into the memory 103 of the system 100 and executed. And this program 102 is comprised from the code | cord | chord for performing the various operation | movement demonstrated below.

  FIG. 6 is a diagram illustrating a processing flow example 1 of the value chain improvement support method of the present embodiment. In this case, the system 100 executes user authentication in accordance with a general login operation from the external terminal 200 or the input unit 105 (s100), and regarding the user who has logged in through this user authentication, the accommodation facility and its employees, The icon of each element item corresponding to the incidental facility, the service provided there, the product, etc. is read from the evaluation information table 125 of the storage unit 101 (s101).

  Further, the system 100 changes the display form of the icon read out in the above-described step s101 depending on the quality of the evaluation information from the customer regarding the corresponding element item (s102). In this case, the system 100 has, for example, a higher negative positive information value indicating the favorability of the keyword in the evaluation information, a higher evaluation score, or a lower negative positive information value indicating the negative of the keyword. As the above-mentioned evaluation score is lower, the color, size, and shape of the corresponding icon are changed stepwise, or icons that are associated in advance according to the quality of the evaluation information (the color, size, Select the one whose shape has changed in steps).

  The system 100 arranges the icons whose display form is changed as necessary as described above in time series along the business sequence on the accommodation service (the order between the icons is defined in the storage unit 101 in advance). Then, the value chain data is displayed on the display unit 106 (see screen 1300 in FIG. 13) (s103). On the screen 1300 shown in FIG. 13, the color of the icon 1301 changes stepwise according to the quality of the evaluation information (eg, white when the evaluation is best, and close to black as the evaluation decreases). In addition, when the user designates a specific icon 1301 using the external terminal 200 or the like, the system 100 determines the word-of-mouth information determination result 1302 obtained for the element item corresponding to the icon 1301 (keyword favorability or maliciousness). It is preferable to execute a process of reading out a determination result) from the evaluation information table 125 and displaying it in a pop-up.

  By performing the display as described above, the user, that is, the accommodation facility management company can easily and surely recognize the evaluation status from the customer regarding the accommodation facility and the service there in the form in accordance with the business sequence. Accordingly, it becomes easy to recognize element items (equipment, service, etc.) with low customer evaluation and take measures to improve them.

  After such a situation is born, that is, after a certain period of time has elapsed after displaying the value chain on the display unit 106 (s104: y), the system 100 (there is a good measure from the customer that an improvement measure has been taken for any element item) Evaluation information is extracted from the evaluation information table 125 of the storage unit 101 (estimating that the content evaluation information is stored) (s105).

  Based on the extracted evaluation information, the system 100 generates value chains before and after the evaluation information in the evaluation information table 125 changes after a certain period of time, that is, before and after improvement, and displays them in parallel on the display unit 106 ( (See FIG. 14) (s106). In the screen 1400 shown in FIG. 14, the color of the icon 1401 related to “bath” in the value chain of period A is close to black, but after that, the value chain of period B after a certain period of time has elapsed since the renovation or renewal of “bath”. The color of the icon 1501 relating to the same “bath” in FIG. When the user designates specific icons 1401 and 1501 using the external terminal 200 or the like, the system 100 pops up the determination results 1402 and 1502 of the word-of-mouth information obtained for the element items corresponding to the corresponding icons 1401 and 1501 The processing to be performed is the same as in the case of FIG.

  In this way, by displaying the value chains before and after improvement in parallel, it is possible to indicate to the user changes in evaluation information such as an increase in the favorability of the keywords and an improvement in the evaluation score due to the improvement. Note that the series of processes (s104 to s106) is performed by the input unit 105 through the user notification that the system 100 has improved at least one of the service, equipment, and product corresponding to the element item after the value chain is displayed. It may be received from the external terminal 200 and executed after a certain period.

--- Processing procedure example 2 ---
Next, information update processing in the evaluation information table 125 will be described. FIG. 7 is a diagram showing a processing flow example 2 of the value chain improvement support method of the present embodiment. In this case, the system 100 acquires evaluation information collected for each element item from the input unit 105 or the external terminal 200 (s110), and stores and updates it in the evaluation information table 125 of the storage unit 101 (s111). Further, the system 100 monitors the number of registrations or registration paces of the evaluation information about each element item in the evaluation information table 125 of the storage unit 101 at regular intervals (s112), and the number of registrations or registration paces of the evaluation information is constant. If there is an element item that falls below (s112: y), this is specified (s113).

  The system 100 deletes the icon corresponding to the element item specified in step s113 described above from the arrangement target in the value chain displayed on the display unit 106 (s114). At this time, the system 100 deletes the flag related to each icon (flag indicating that it is an arrangement target in the value chain) set in the record of each user in the evaluation information table 125.

  In addition, the system 100 does not include the icon item that has been deleted from the placement target as described above, or the placement item in the value chain from the beginning (that is, the corresponding item in the record of the evaluation information table 125). For the element item for which evaluation information is managed in the system 100, the number of registered evaluation information or the pace of registration is monitored at regular intervals (s115). ), If there is an evaluation information whose registered number or registration pace exceeds a certain standard (s115: y), this is specified (s116). The system 100 adds an icon corresponding to the element item specified here as an arrangement target in the value chain displayed on the display unit 106 (s117). At this time, the system 100 performs processing for assigning a flag (a flag indicating that it is an arrangement target in the value chain) for each icon included in each user record in the evaluation information table 125. Thus, the information stored in the evaluation information table 125 is managed.

--- Processing procedure example 3 ---
Next, the value chain is displayed along with the user's value chain for prominent accommodations that should be targeted, which have a very high reputation from each side and therefore have high trust from customers. A process for providing improvement support will be described. FIG. 8 is a diagram showing a processing flow example 3 of the value chain improvement support method of the present embodiment.

  In this case, as described above, the system 100 is identified in advance as the value chain is displayed for the logged-in user, or when an instruction from the user is received from the input unit 105 or the external terminal 200, for example. The value chain data relating to the famous other facility is read from the evaluation information table 125 of the storage unit 101 (s121).

  Subsequently, the system 100 displays the value chain data read in step s121 described above in parallel with the value chain of the corresponding user on the display unit 106 as a comparison target or target target for the login user (see FIG. 15) (see FIG. 15). s122). In this case, as a matter of course, the icon corresponding to each element item has a display form changed depending on whether the evaluation information from the customer is good or not, as in step s102. On the screen 1550 shown in FIG. 15, the value chain of the △ □□ hotel of the logged-in user is displayed in the upper row, and the value chain of the famous hotel ◯ □ ○ is displayed in the lower row. In addition, when the user designates specific icons 1551 and 1561 using the external terminal 200 or the like, the system 100 displays word information determination results 1552 and 1562 obtained for the element items corresponding to the corresponding icons 1551 and 1561. The pop-up display process is the same as in FIGS.

In this case, the system 100 performs the parallel display described above, and then the predetermined value indicated by the evaluation information included in the data of the value chain between the famous other facility and the corresponding user (eg, keyword favorability or negativeness, evaluation) The element item having the most different score) is specified in the evaluation information table 125 (s123), and the proposal information 1570 corresponding to the corresponding element item (and its evaluation value or evaluation score, the same applies below) is stored in the proposal information table 126 of the storage unit 101. Is displayed on the display unit 106 (s124). If the proposal information displayed here includes advertisement information (text, still image, video, etc.) about services, equipment, products, etc. to be introduced or improved as described above with reference to FIG. Is preferred. (The same applies to the processing of proposal information)
The system 100 performs such processing, and the user specifically recognizes the difference between the accommodation facility operated by the user and other famous facilities to be targeted through the element items in the value chain. It is also possible to understand concretely and easily how to aim to fill the differences as proposal information.

--- Processing procedure example 4 ---
As described above, when displaying the value chain of the corresponding user and the value chain of a well-known other facility in parallel, when the user receives a designation for a well-known other facility, or there is only one famous other facility If it is not registered in the evaluation information table 125, the value chain may be displayed for the famous other facility. On the other hand, when a plurality of other famous facilities are registered in the evaluation information table 125 and there is no designation from the user, the system 100 executes processing for selecting a suitable other famous facility.

  Hereinafter, processing under such a situation will be described. FIG. 9 is a diagram showing a processing flow example 4 of the value chain improvement support method of the present embodiment. In this case, the system 100 reads at least one of the presence / absence of equipment, the sales scale, and a predetermined rating value read from the evaluation information table 125 of the storage unit 101 between a plurality of other famous facilities and the user. Compare (s130).

  As a result of this comparison, when a similar other facility whose difference between the two is within a certain range can be identified (s131: y), the system 100 determines the predetermined value (indicated by the evaluation information in the evaluation information table 125 among the other facilities) ( (Example: keyword favorability or negativeness, evaluation score) that is higher than a certain level than that of the corresponding user is specified as a recommended candidate (s132). Further, the system 100 reads the icon and evaluation information related to the other facility that is the recommended candidate identified in step s132 from the evaluation information table 125, generates a value chain, and displays the value chain in parallel on the value chain of the corresponding user and the display unit 106. (Similar to FIG. 15) (s133).

--- Processing procedure example 5 ---
As described above, it may be assumed that the value chain related to other users managed by the system 100 is displayed in parallel with the value chain of the user who has logged in, not the other famous facilities. For example, when no information related to other famous facilities is registered in the evaluation information table 125, or when the system 100 receives a user instruction such as “I want to refer to a value chain of another user who is not a famous other facility”. This is the case.

  Hereinafter, processing under such a situation will be described. FIG. 10 is a diagram showing a processing flow example 5 of the value chain improvement support method of the present embodiment. In this case, in the evaluation information table 125 of the storage unit 101, the system 100 has relatively good evaluation information such as favorability or negativeness of the keyword, and evaluation score among the users and other than a predetermined user (user who has logged in). A highly evaluated user who is another user is specified (s140).

  Note that instead of specifying a highly evaluated user as described above, the system 100 determines that the predetermined value indicated by the evaluation information such as the favorability or negativeness of the keyword and the evaluation score is relatively poor among the users and the predetermined user ( You may specify the low evaluation user who is other users other than the user who has logged in.

  In addition, the system 100 uses the predetermined character such as “◯” or “■” for the identification information (company name, accommodation name, etc.) obtained in the evaluation information table 125 for this highly evaluated user (or low rated user). Anonymization is performed by processing such as turning over each character to replace it, or converting each character with a random value obtained from a predetermined random number generator (s141). If such anonymization is not performed, the information of each user who uses the system 100 will be leaked unnecessarily, so this anonymization process is very important for the system 100 to provide a value chain improvement support service. Is important to.

  The system 100 assigns the identification information anonymized in the above step s141 to the value chain of the corresponding other user (s142), and uses the data of this value chain as a comparison target, target target, or recommended candidate and the value chain of the predetermined user. The display unit 106 performs parallel display (see FIG. 16) (s143). In the screen 1600 shown in FIG. 16, the value chain of the △ □□ hotel of the logged-in user is displayed on the upper row, and the value chain of the △△ ○ hotel of the other user is displayed on the lower row.

--- Example of processing procedure 6 ---
Next, processing when value chain improvement processing is performed based on the word-of-mouth attribute obtained from a customer will be described. FIG. 11 is a diagram illustrating a processing flow example 6 of the value chain improvement support method of the present embodiment. In this case, the system 100 calculates the appearance frequency of each keyword included in the word-of-mouth information for each element item in the evaluation information table 125 with respect to the predetermined user who has logged in, and specifies the keyword having the appearance frequency of a certain level or more (s150). ). In addition, the system 100 determines whether the keyword is favorable or negative by collating the keyword identified in step s150 with the negative / positive information table 127 of the storage unit 101 (s151).

  Next, the system 100 reads, from the evaluation information table 125 of the storage unit 101, the evaluation score related to each word of mouth including the keyword that has been determined to be favorable or negative by the determination in step s151 described above. The evaluation is performed for each element item, and an evaluation value for each element item is calculated (s152). With the processing so far, the evaluation value based on the word-of-mouth information from the customer and the evaluation score is obtained for each element item included in the value chain of the corresponding user. The evaluation value calculation process is executed by the system 100 for each of other users and other famous facilities.

  Subsequently, the system 100 includes a predetermined user, at least one of another user designated by the predetermined user, the above-mentioned famous other facility, a high evaluation user, a low evaluation user, a comparison target, a target target, and a recommended candidate, and the predetermined user. The evaluation value of the element item is compared (s153). For example, by determining whether the customer evaluation obtained by the predetermined user for the corresponding element item is lower than that of other facilities, the customer evaluation of the corresponding user can be determined. Specify (s154).

  The system 100 reads, from the proposal information table 126 of the storage unit 101, the proposal information 1710 corresponding to the corresponding element item specified in step s154 described above and having a customer evaluation lower than a certain level from other facilities, and displays this information on the display unit. 106 (see screen 1700 in FIG. 17) (s155).

--- Processing procedure example 7 ----
Next, a description will be given of processing for specifying a keyword that affects the evaluation information from the customer for each element item in the value chain. FIG. 12 is a diagram illustrating a processing flow example 7 of the value chain improvement support method of the present embodiment. In this case, the system 100 is at least one of a predetermined user who has logged in, another user designated by the predetermined user, the above-mentioned famous other facility, a highly evaluated user, a low rated user, a comparison target, a target target, and a recommended candidate. As for the evaluation score in the storage unit 101, the evaluation score obtained from the customer having the attribute information (eg: age group, gender, residence, occupation, position, family composition, birthplace, etc.) designated by the predetermined user. Read from the table 125 (s160).

  The system 100 identifies word-of-mouth information whose evaluation score read in step s160 described above is in a range designated by a predetermined user (eg, a predetermined threshold value or more, a predetermined threshold value or less, or between predetermined threshold values) (s161).

  In this case, the system 100 calculates the appearance frequency of each keyword included in the word-of-mouth information specified in step s161 described above, and specifies a keyword having an appearance frequency of a certain level or more (s162). Further, the system 100 determines the favorability or negativeness of the corresponding keyword by collating the identified keyword with the negative / positive information table 127 (s163). Subsequently, the system 100 displays the corresponding keyword on the display unit 106 (see screen 1800 in FIG. 18) together with the favor / negative information 1810 found by the above determination (s164).

  As described above, according to the present embodiment, it is possible to clearly and easily recognize the competitive advantage of one's own and others and to execute an accurate improvement proposal based on comparison with others.

  As mentioned above, although embodiment of this invention was described concretely based on the embodiment, it is not limited to this and can be variously changed in the range which does not deviate from the summary.

100 Value Chain Improvement Support System 101 Storage Unit 102 Program 103 Memory 104 Arithmetic Unit (CPU)
105 Input section (keyboard, mouse, etc.)
106 Display unit (display, speaker, etc.)
107 Communication Unit 120 Network 125 Evaluation Information Table 126 Proposal Information Table 127 Negative Positive Information Table 200 External Terminal

Claims (10)

A storage unit that stores an icon indicating an element item on the value chain corresponding to a business sequence for providing products or services to a customer, and evaluation information collected from the customer regarding the element item in association with each other,
The value chain in which the icons of the respective element items are arranged in time series is displayed on the display unit, and the display form of the icon of each element item on the value chain is changed depending on whether the evaluation information from the customer related to the corresponding element item is good or bad. Processing,
Display of the value chain on the display unit after a certain period of time has elapsed, or after displaying the value chain, a user notification that at least one of the service, equipment, or product corresponding to the element item has been improved is input to the external unit After a certain period of time received from the terminal, the evaluation information is extracted, each value chain before and after improvement is generated and displayed in parallel on the display unit, and a processing unit that executes a process that shows a change in the evaluation information due to the improvement,
Value chain improvement support system characterized by comprising The computing unit is
A process of acquiring evaluation information collected for each element item from an input unit or an external terminal and storing it in a storage unit;
Monitor the number or registration pace of evaluation information about each element item in the storage unit,
A process of identifying an element item whose number of evaluation information or registration pace is below a certain standard, and deleting an icon corresponding to the identified element item from the arrangement target in the value chain displayed on the display unit;
Among the element items whose icons have been deleted from the placement target or those that were not included in the placement target in the value chain from the beginning, but the system managed the evaluation information in the system, the evaluation information Identifies the number or registered pace exceeding a certain standard, and executes processing for adding an icon corresponding to the identified element item as an arrangement target in the value chain displayed on the display unit.
The value chain improvement support system according to claim 1. The storage unit
Value chain data on prominent other facilities targeted by each company,
It further stores proposal information for management improvement of introduction, abolition, or improvement of at least one of services, equipment, and products corresponding to element items,
The computing unit is
Accompanying the display of the value chain of a predetermined user or receiving an instruction from the user from an input unit or an external terminal, the data of the value chain related to the famous other facility is read from the storage unit, and the read value chain is As a comparison target or target target, a process of displaying the value chain of the corresponding user in parallel with the display unit, and
After performing the parallel display, the element item having the most different predetermined value indicated by the evaluation information included in the value chain data between the other facility and the corresponding user is identified, and the proposal information corresponding to the corresponding element item is stored from the storage unit. Read and execute processing to display this on the display unit,
The value chain improvement support system according to claim 2, wherein: The storage unit
For each user, and each other famous facility, at least one of the presence or absence of equipment, the sales scale, a predetermined rating value is further retained,
The computing unit is
Compare at least one of the presence / absence of equipment, sales scale, and a predetermined rating value between the prominent other facility and the corresponding user, identify a similar other facility whose difference is within a certain range, , Which identifies a recommendation candidate whose predetermined value indicated by the evaluation information is higher than a certain level as a recommended candidate, and executes a process of displaying the value chain of the recommended candidate in parallel with the value chain of the corresponding user on the display unit is there,
The value chain improvement support system according to claim 3, wherein: The storage unit
For other users, the icon and the evaluation information are stored in association with each other,
The computing unit is
A highly evaluated user whose evaluation information is relatively good among users and other than the predetermined user is identified, and the value chain obtained by anonymizing the identification information of the highly evaluated user is defined as the comparison object or the target object or the target object. The value chain improvement support system according to claim 4, wherein a process of displaying the value chain of a predetermined user in parallel with a display unit as a recommended candidate is executed. The computing unit is
A predetermined value indicated by evaluation information is relatively poor among users and a low evaluation user who is another user other than the predetermined user is specified, and a value chain obtained by anonymizing the identification information of the low evaluation user is determined as a bad comparison target. The element value that is displayed in parallel on the user value chain and the display unit, the value indicated by the evaluation information is an element item that is below a certain level, and the element item that has the closest predetermined value indicated by the evaluation information between the low evaluation user and the corresponding user is identified, Reading the proposal information corresponding to the corresponding element item from the storage unit, and executing the process of displaying this on the display unit,
The value chain improvement support system according to claim 5, wherein: The storage unit
Negative / positive information indicating favor and negativity for each keyword,
For each user or at least one of the other prominent facilities, as customer evaluation information on each element item, further holds customer reviews and evaluation scores,
The computing unit is
By calculating the appearance frequency of each keyword included in the word-of-mouth information for each element item for a predetermined user, specifying a keyword with an appearance frequency of a certain level or more, and comparing the specified keyword with the negative-positive information, the favor of the corresponding keyword A process of determining sex or negativity,
A process for calculating an evaluation value for each element item by reading the evaluation score for each word-of-mouth that includes a keyword that has been found to be favorable or negative by the determination from the storage unit,
An element between at least one of another user specified by a predetermined user, the other famous facility, the high evaluation user, the low evaluation user, the comparison target, the target target, the recommended candidate, and the predetermined user. A process of comparing the evaluation values of the items, specifying the quality of customer evaluation obtained by the predetermined user for the corresponding element item, reading the proposal information corresponding to the corresponding element item from the storage unit, and displaying this on the display unit What to do,
The value chain improvement support system according to claim 5, wherein: The storage unit
Negative / positive information indicating favor and negativity for each keyword,
With regard to each user or at least one of the other famous facilities, as customer evaluation information about each element item, the customer's word-of-mouth information and evaluation scores and the customer's attribute information are further retained,
The computing unit is
From a predetermined user, at least one of a predetermined user, another user designated by the predetermined user, the famous other facility, the high evaluation user, the low evaluation user, the comparison target, the target target, and the recommended candidate A process of reading the evaluation score obtained from the customer having the specified attribute information from the storage unit, and identifying the word-of-mouth information in which the evaluation score is in the range specified by the predetermined user,
By calculating the appearance frequency of each keyword included in the specified word-of-mouth information, specifying a keyword with an appearance frequency of a certain level or more, and comparing the specified keyword with the negative-positive information, the favorability or negativity of the corresponding keyword can be increased. Judging and executing the process of displaying the relevant keyword on the display unit together with the favor or negative information found by the judgment,
The value chain improvement support system according to claim 5, wherein: Information provided with a storage unit that stores an icon indicating an element item on the value chain corresponding to a business sequence for providing products or services to a customer, and evaluation information collected from the customer regarding the element item in association with each other Processing equipment
The value chain in which the icons of the respective element items are arranged in time series is displayed on the display unit, and the display form of the icon of each element item on the value chain is changed depending on whether the evaluation information from the customer related to the corresponding element item is good or bad. Processing,
Display of the value chain on the display unit after a certain period of time has elapsed, or after displaying the value chain, a user notification that at least one of the service, equipment, or product corresponding to the element item has been improved is input to the external unit After a certain period of time after receiving from the terminal, the evaluation information is extracted, the value chain before and after improvement is generated and displayed in parallel on the display unit, and the process showing the change of the evaluation information due to the improvement,
Value chain improvement support method characterized by executing Information provided with a storage unit that stores an icon indicating an element item on the value chain corresponding to a business sequence for providing products or services to a customer, and evaluation information collected from the customer regarding the element item in association with each other In the processing equipment,
The value chain in which the icons of the respective element items are arranged in time series is displayed on the display unit, and the display form of the icon of each element item on the value chain is changed depending on whether the evaluation information from the customer related to the corresponding element item is good or bad. Processing,
Display of the value chain on the display unit after a certain period of time has elapsed, or after displaying the value chain, a user notification that at least one of the service, equipment, or product corresponding to the element item has been improved is input to the external unit After a certain period of time after receiving from the terminal, the evaluation information is extracted, the value chain before and after improvement is generated and displayed in parallel on the display unit, and the process showing the change of the evaluation information due to the improvement,
A value chain improvement support program characterized by