JP3497893B2 - Public Relations Activity Evaluation System - Google Patents

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a public relations activity evaluation system for evaluating public relations activities of a person in charge of public relations in a financial institution or the like.

[0002]

2. Description of the Related Art Generally, in financial institutions such as banks, evaluation items for public relations activities such as deposit acquisition are roughly classified into "quantitative evaluation items" and "qualitative evaluation items". Quantitative evaluation items are those that evaluate the target achievement rate from the amount of deposits that have been acquired, and items that can be evaluated quantitatively, such as the rate of increase in the amount of deposits, and such evaluation is usually performed.

On the other hand, the qualitative evaluation items are items for evaluating the efficiency of public relations activities, and the items include the number of visits and the results of the visits, or the travel time and the number of visits. In the past, terminal devices that support public relations activities have mainly input data on quantitative evaluation items such as data on the amount of money collected. In addition, each time a customer visits, he / she inputs the amount of deposit obtained into the terminal device, stores it in a file for each customer, reads these data at the time of evaluation, calculates the target achievement rate, etc. I was using it.

[0004]

The conventional terminal device mainly inputs data of quantitative evaluation items such as data such as amount of money collected, and therefore, financial institutions and the like focus on public relations activities to improve efficiency. It was difficult to clarify the cause of waste or unevenness in public relations activities. In addition, just by collecting data on quantitative evaluation items as in the past,
Actual results of public relations activities per hour, or visit time,
There was a problem that it was not possible to accurately evaluate public relations activities because the distribution of travel time and the usage of time were not known.

The present invention has been made in view of the above problems, facilitates the collection of qualitative evaluation information such as the results related to the public relations activities of the person in charge of public relations, and objectively based on this qualitative evaluation information. In addition to being able to appropriately evaluate public relations activities,
External affairs evaluation system that evaluates external affairs with the aim of promoting self-development by objectively recognizing self-evaluation by the person in charge of external affairs, and for the purpose of the manager to make a fair evaluation that does not include personal information. To provide.

[0006]

In order to solve the above technical problems, the present invention provides a portable public relations terminal device 1 used for public relations activities of a financial institution, and the public relations terminal device 1. A public relations activity evaluation system having a branch office terminal device 6 for receiving the collected qualitative evaluation information, wherein the public relations terminal device 1 is time information concerning the public relations activities such as customer visits by a person in charge of public relations and the number of visits. Information, a quality information input means 2 for inputting qualitative evaluation information that shows the status of public relations activities as numerical information such as customer response information indicating the customer's response status and visit evaluation information, and the evaluation of the visit evaluation information. An evaluation information input means 5 for displaying the evaluation standard information representing the contents on a screen by dividing it into a plurality of items, converting the evaluation standard information selected from the items into predetermined numerical information, and inputting this as the evaluation information. Quality information storage means 3 for storing the quantitative evaluation information, while the branch office terminal device 6 associates the qualitative evaluation information with the evaluation value corresponding to the magnitude of the numerical value information contained therein. The registered evaluation information storage means 8,
The evaluation information storage means 8 is searched based on the received qualitative evaluation information, and the evaluation value determination means 7 determines the evaluation value corresponding to the received evaluation information, and the output means 11 outputs the evaluation value. It is a composition.

A public relations activity evaluation system according to the present invention is
Assessment information storage means 10 in which the evaluation value and the assessment value corresponding thereto are registered in the branch terminal device 6 in association with each other.
And an assessment value determination means 9 for determining the assessment value by searching the assessment information storage means 10 based on the assessment value thus determined.

The public relations activity evaluation system according to the present invention is
Approval terminal device 13 connected to the above-mentioned office terminal device 6
The approval terminal device 13 receives the evaluation value information determined by the sales office terminal device 6, and the assessment provided in the sales office terminal device 6 based on the received evaluation value information. This is a configuration having an assessment value determination means 14 that searches the information storage means 10 and determines an assessment value.

The public relations activity evaluation system according to the present invention is
Connect the sales office terminal device 6 to the host computer,
This is a configuration for obtaining customer information managed by this host computer.

[0010]

[0011]

[0012]

[0013]

According to the public relations activity evaluation system, the public relations terminal device 1 collects qualitative evaluation information. At this time, the evaluation information input means 5 displays the evaluation content as “Large” or “Medium” on the screen when the evaluation information of the interview result is input as the visit result.
Display the evaluation criteria information divided into stages such as “small”, have the person in charge of external relations select the item of the relevant evaluation criteria information from this, and if the person in charge of external relations selects this item, the selected evaluation criteria information Items are converted into numerical information such as “3”, “2”, and “1” using, for example, a conversion table, and this is input as evaluation information. After collecting these, for example, by a wired or wireless communication means or via a storage medium such as a magnetic medium, the business office terminal device 6 provided in the business office receives the qualitative evaluation information from the public relations terminal device 1. Then, the evaluation value determination means 7 searches the evaluation information storage means 8 and determines the evaluation value corresponding to the received qualitative evaluation information. When the evaluation value is determined, this is displayed or printed through the output means 11, for example.

According to the public relations activity evaluation system, the assessment value determination means 9 provided in the branch office terminal device 6 searches the assessment information storage means 10 to determine the assessment value corresponding to the received assessment value. .

According to the public relations activity evaluation system, the approval terminal device 13 is provided in the manager seat of the sales office, and this and the sales office terminal device 6 are connected to a line such as a LAN. Then, the approval terminal device 13 receives the evaluation value information from the sales office terminal device 6 by a predetermined operation input, and thereafter, in the evaluation value determination means 14, the evaluation provided in the sales office terminal device 6 via the line. Search the information storage means 10,
The assessment value corresponding to the received evaluation value information is determined.

[0016]

[0017]

[0018]

[0019]

[0020]

DESCRIPTION OF THE PREFERRED EMBODIMENTS A public relations activity evaluation system according to an embodiment of the present invention will be described in detail below with reference to the drawings.

FIG. 3 is an overall configuration diagram of a public relations activity evaluation system used in a financial institution or the like. This public relations activity evaluation system includes a public relations terminal device 21 carried by a person in charge of public relations of a financial institution during a public relations activity, a branch office terminal device 31 (usually a plurality of units are installed) in a branch office of a financial institution, and a branch office. It has an approval terminal device 51 used by a manager such as a store manager, etc., and these are transferring data via a network such as a LAN. In addition, the branch terminal device 31 is TC
It is connected to a host computer 55 of a financial institution via a (terminal control device) 57, and this host computer 55 manages a CIF (customer file) 56.

FIG. 4 is a functional block diagram of each terminal device in the public relations activity evaluation system according to the embodiment. The public relations terminal device 21 includes a ten-key input unit 26 for inputting data related to public relations activities via a ten-key, and a touch key for inputting qualitative information related to public relations activities via a touch key provided on the screen display unit. Input unit 25, processing unit 22 for performing data processing such as calculation of qualitative information, RA for storing collected data
An M unit 24 (corresponding to the quality information storage unit 3), a time counting unit 28 for managing time, a liquid crystal display screen unit 27, and a communication unit 23 are provided.

Office terminal device 31 and approval terminal device 51
Has a substantially similar configuration, and includes a communication unit 35, a clock unit 32, and C.
It has an RT unit 40, a keyboard unit 41, a processing unit 34 that performs data processing such as determination of evaluation values and assessment values, a printing unit 42, and an internal storage device 33. In this internal storage device 33, a customer information file 36 in which each customer information is sorted and stored for each customer, a person in charge information file 37 in which information on a public relations activity of a person in charge, a schedule, and the like are stored,
An evaluation reference file 38 (corresponding to the evaluation information storage unit 8) in which an evaluation value corresponding to the evaluation information is defined and an evaluation information file 39 (corresponding to the evaluation information storage unit 10) in which an evaluation value corresponding to the evaluation value is defined are included. It is provided. Each of these information files is usually owned by one office terminal device 31, and the other terminal devices can be freely accessed from the one office terminal device 31 via a network (LAN).

As shown in FIG. 5A, the hardware configuration of the external terminal device 21 is a CPU (central processing unit).
61, RAM 62, ROM 63, card reader 64, communication circuit 65, liquid crystal display screen 66, input key 67, IC card reader 68, and the like.

As shown in FIG. 5B, the hardware configuration of the branch office terminal device 31 or the approval terminal device 51 includes a CPU 71, a RAM 72, a ROM 73, a card reader 74, a communication circuit 75, and a hard disk. Storage device 76, CRT display device 77, keyboard 7
8, an IC card reader 79, a floppy device 80 and the like.

Here, the processing of the public relations activity evaluation system will be described with reference to the flowchart of FIG. The person in charge of public relations carries the public relations terminal device 21 to visit the customer, and from this public relations terminal device 21, quantitative items such as the amount of deposits obtained each time the customer visits, the result of the interview or the travel time, Enter qualitative items such as visit count information.

Now, the branch office terminal device 31 receives the customer information from the CIF 56 of the host computer 72 as necessary and stores it in the customer information file 36.
When the person in charge of public relations starts the public relations activity, the information on the customer who visits today is requested from the branch office terminal device 31 and transferred to the public relations terminal device 21. At the time of transfer, the customer information is received from the customer information file 36 in which the customer information is stored by the wired or wireless communication method via the communication units 23 and 35 of each device and stored in the RAM unit 24.

Further, instead of this, for example, the branch office terminal device 31 reads the corresponding customer information from the customer information file 36 and writes it into the IC card using the IC card reader 79, and this is used for the external terminal device. There is also used a method in which the IC card reader 68 of No. 21 is set and the customer information stored in the IC card is read out and stored in the RAM section 24. Then, the person in charge of public relations displays the customer information received by the public relational terminal device 21 on the screen unit 27 to obtain knowledge about the customer (S11).

When the person in charge of external relations leaves the sales office, he / she presses the following out key of the terminal device 21 for external relations to “outgoing trigger”.
Enter. As shown in FIG. 7A, this public relations terminal device 21 is provided on the surface of the screen portion 27 in addition to the ten-key input portion 26, and by pressing the portion of the wording displayed on this screen, the content of the wording is displayed. It has a touch key input unit 25 (corresponding to the evaluation information input means 5) for inputting. Therefore, at the time of input, the person in charge of public relations presses the "go out" key 91 on the screen using the touch key input unit 25. Upon receiving the going-out trigger, the public relations terminal device 21 receives the current time from the clock unit 28 and holds it as a "going-out start time" in a predetermined area of the RAM unit 24 (S12).

After that, a list of customer visits is displayed on the screen 27, and a customer visit trigger is input for the customer who is going to visit. This customer visit trigger is input when the corresponding customer is selected by touch key input from the customer visit list. In addition to this, a visit key or ten key input provided separately in the touch key input unit 25 after the customer is selected is input. It may be performed when the visit key (using the function key) provided in the unit 26 is pressed. When the trigger is accepted, the current time is read from the clock unit 28, and the customer number corresponding to the selected customer and the read current time are stored in the RAM unit 24 as the "visit start time". At this time, depending on the input of the customer visit trigger,
The visit counter, which is provided in the RAM section 24 and manages the number of visits by customers, is incremented by 1 and the number of visits is updated (S13).

If the work at the visited site is such as "collection" that can be quantitatively evaluated, the collected amount etc. is input from the ten-key input section 26 of the external terminal device 21, and RA
It is stored in the customer information storage area in the M section 24 (S1).
4). When the customer is at home during the customer visit, he / she presses the in-home key to that effect, and calculates the in-home ratio from the ratio of the in-home key pressed to the above-mentioned customer visit trigger, and calculates the in-home ratio.
To store.

On the other hand, regarding qualitative evaluation information such as "interview" that cannot be quantitatively evaluated, the person in charge of public relations makes an evaluation after the work such as "interview" and inputs the evaluation result. For example, as shown in FIG. 7B, the person in charge of public relations presses the “Result” key 92 displayed on the screen of the touch key input unit 25 at the time of visit evaluation. Then, the “evaluation criteria” screen 93 is displayed, and the “large” shown here,
The person in charge of external relations will be selected (touch key input) from the three-level evaluation of “medium” and “small”. When the person in charge operates any of the keys and selects an evaluation result, the selected evaluation result is numerical information “3”, “2”,
It is converted to "1" and the external terminal device 21 is used as customer information.
It is stored in the RAM section 24 (S15). Further, the customer information is transferred to the branch office terminal device 31, where it is aggregated after a predetermined period (one week or one month), and is used to evaluate the presence or absence of a visit result for a week or a month.

At the end of each customer visit, the person in charge of public relations operates the public relations terminal device 21 and inputs the end trigger of the visit using the "end" key or the like. When the processing unit 22 of the external terminal device 21 receives the end trigger, it reads the time at the end time of the visit from the time counting unit 28, and at the same time, reads the “visit start time” and the “visit end time” from the “visit of one customer”. Time "is calculated. RAM time 2
It is stored as customer information in a predetermined area 4 (S16).

After the public relations activity, when the person in charge of public relations returns to the sales office, the person in charge operates the outside key of the external terminal device 21 to input the outside trigger, and when the outside trigger is received, the outside terminal device is accepted. The processing unit 22 of 21 reads the current time from the clock unit 28 as the return time and calculates the “out time” from the “going-out start time” and the “return time” together with the information, and the information is RAM information as customer information. It is stored in 24 (S17).

After returning to the office, the person in charge of public relations is the terminal device 21 for public relations.
The quantitative evaluation information and the qualitative evaluation information stored in the RAM section 24 are transferred from the external terminal device 21 to the sales office terminal device 31 (S18).

In the branch office terminal device 31, the customer information file 36 stores customer information such as visit evaluation data and deposit amount for each customer among the data transferred from the public relations terminal device 21.
Further, information such as the evaluation result of the person in charge of public relations or the collected amount of money acquired is stored in the person in charge information file 37. Based on the information stored in each of the above information files, the sales office terminal device 31 determines, for each person in charge of external relations, “daily”, “weekly”, “monthly”, “first half”, “second half” or “annual”, etc. Create a table by collecting statistics of evaluation data for each period. This evaluation data includes, for example, the number of home visits for the number of visits, the amount of money collected for the number of visits, the interview result for the number of visits, the result for the interview result, shortening of the outing time,
Includes qualitative evaluation information such as shortened visit times.

The information serving as an evaluation standard for the above evaluation data is the evaluation standard file 3 of the sales office terminal device 31.
8 is stored. FIG. 9 shows the contents of the evaluation reference file 38. According to the evaluation standard file 38, the evaluation data in the results, the at-home ratio, the interview result, etc. are classified based on a predetermined standard value, and these standard values and their corresponding evaluation values are registered in association with each other. Has become. Then, the evaluation reference file 38 is searched based on each evaluation data, and the evaluation value corresponding to each evaluation data is determined (S19).

Here, the interview result evaluation process will be described with reference to the flowchart shown in FIG. This evaluation process is performed by the branch office terminal device 31, and the result of the interview as qualitative evaluation information is read from the customer information file 36 (S31). Then, based on the read out result, the item of “result” in the evaluation reference file 38 is searched to obtain an evaluation value (which indicates the evaluation period) of the result, and the evaluation period elapses based on this evaluation value. Whether or not it is confirmed (S32). In the evaluation reference file 38 shown in FIG. 9, for example, the evaluation value "1" indicates one week. If this evaluation period has not elapsed, the process is terminated as it is, and if the period has elapsed, the evaluation process is performed ( S33).

When the evaluation period has passed, it is judged what the evaluation item is and the evaluation is performed for each item (S34). As an evaluation item, there is one that determines an evaluation value based on the acquired deposit amount (S35). In the evaluation reference file 38 of FIG. 9, for example, when the deposit amount is 100,000 yen or less, the evaluation value is "1", 100,000. From yen to 1 million yen, the evaluation value is "2",
Also, from 1 million yen to 10 million yen, the evaluation value is "10"
Are decided respectively. Another evaluation item is related to introduction, which is the evaluation reference file 38 in FIG.
According to this, if the introduction content is an interview, the evaluation value is determined as "1", and if it is a deposit, the evaluation value is determined as "2" (S3).
6).

If there is no concrete result even after the evaluation period has passed, the evaluation differs depending on the evaluation value of the result, and the person in charge of external relations makes an accurate situation judgment based on this evaluation value. The squid is evaluated (S37). When determining this evaluation, for example, an item “no result” may be provided in the evaluation reference file 38 to define the evaluation value. Evaluation criteria file 3 for each of the above evaluation items
When the evaluation value corresponding to the evaluation data is determined by searching 8 or the like, the evaluation value read from the evaluation reference file 38 is set in the person-in-charge information file 37 (S38).

On the other hand, an approval terminal device 51 is installed in the manager's seat of the sales office, and the approval terminal device 51 receives the information on the evaluation value for each person in charge from the sales office terminal device 31, An assessment value is determined for each person in charge of public relations (S20).
In addition, instead of the approval terminal device 51, the branch office terminal device 3
1 can be used to determine the assessment value, but in this case a password etc. should be used and a protection measure should be provided to prevent anyone other than the administrator from performing the processing, search, etc. relating to the assessment value. Confidentiality of contents etc. is protected. Further, the approval terminal device 51 can access the person-in-charge information file 37 and the assessment information file 39 included in the branch office terminal device 31 via the network.

FIG. 10 shows a processing flowchart for determining an assessment value using the approval terminal device 51. By a predetermined operation input from the keyboard unit 41, an evaluation value or the like of each evaluation item of the person in charge is read from the person in charge information file 37 for the designated person in charge of public relations (S41). continue,
Each item (number of new customers acquired,
Appraisal processing is performed on the new acquisition amount, at-home ratio, etc. (S4)
2). In this assessment process, the person in charge information file 3
The target value peculiar to each person in charge is registered in 7, and the achievement rate of the actual number of new customers acquired or the new acquisition amount with respect to this target value is calculated in%.

Regarding the number of new customer acquisitions, the above-mentioned achievement rate in% is taken as an evaluation value, and the evaluation information file 39 shown in FIG. 11 is searched based on this evaluation value, and the evaluation corresponding to the above evaluation value is obtained. Value information for the relevant assessment information file 3
It is read from 9 (S43). Similarly, the assessment information file 39 is searched based on the achievement rate of the new acquisition amount, and the assessment value defined in the assessment information file 39 is read (S44). For other items, the assessment values are read and determined in the same manner. Similarly, for the in-home rate, the assessment value is read, and in this case, if the in-home rate of this month is lower than that of the previous month, the "*" mark is added to the assessment value and displayed (S45).

When all items have been assessed, the assessed values are displayed for each item on the CRT section 40 (S46). If printing is required (S47), the relevant assessment value information is printed on the printing section 42. To print (S48).

Therefore, according to the above-mentioned embodiment, the sales person based on the qualitative evaluation information collected by the public relations terminal device 21 regarding the items which cannot be quantitatively expressed in the evaluation of the public relations activities by the person in charge of public relations such as a financial institution. Since the evaluation contents are numerically expressed by using the evaluation standard file 38 of the store terminal device 31, it becomes possible to objectively evaluate the efficiency of the external relations activities of the person in charge of external relations, and the confidence of the person in charge of external relations also increases. Weaknesses can be easily grasped and it can be useful for self-development, and the superior can give appropriate advice to the person in charge of external relations.

Further, for example, in the case of evaluation such as an interview with a customer, predetermined numerical information is displayed on the screen and the person in charge of public relations is allowed to select it, so that the result or the like can be easily evaluated with objective numerical values. It is possible, and the objective numerical value has the effect of being useful for self-development of the person in charge of public relations. Furthermore, since the assessment value is determined objectively using the assessment information file 39, the manager such as the store manager can make an assessment that does not include the personal information, and a fair evaluation can be made to the person in charge of external relations.

[0047]

As described above, according to the public relations activity evaluation system of the present invention, the public relations terminal device 1 and the sales office terminal device 6 for receiving the information collected by the public relations terminal device 1 are public relations. In the activity evaluation system, the public relations terminal device 1 has a quality information input means 2, an evaluation information input means 5 and a quality information storage means 3 for storing qualitative evaluation information, while the branch office terminal device is provided. 6 adopts a configuration having the evaluation information storage means 8 in which the evaluation value is registered, the evaluation value determination means 7 for determining the evaluation value, etc., so that the evaluation contents about the result such as the interview with the customer can be easily input. In addition, since the evaluation standard is uniform, the evaluation of the external relations activities by the person in charge of external relations is objectively expressed as an evaluation value, so it becomes possible to objectively evaluate the results or efficiency of the external relations activities of the person in charge of external relations. See again There is an effect that also serve on the judgment or the self-development of weakness, such as the person in charge of its own.

Further, since the sales office terminal device 6 is provided with the assessment information storage means 10 in which the assessment value and the assessment value corresponding thereto and the assessment value determining means 9 for determining the assessment value are provided, The evaluation value is objectively determined based on the evaluation value, and the administrator can make an evaluation that does not include personal information, which has the effect of making a fair evaluation.

Further, the approval terminal device 13 connected to the business office terminal device 6 receives the evaluation value information determined by the business office terminal device 6, and the business office based on the received evaluation value information. The assessment information storage means 10 provided in the terminal device 6 is searched, and the configuration having the assessment value determination means 14 for determining the assessment value is adopted so that only the administrator can perform the assessment process of the person in charge of public relations. , The assessment contents of the person in charge of public relations will not be known to others, and the secret will be effectively protected.

[0050]

[0051]

[0052]

[0053]

[Brief description of drawings]

FIG. 1 is a principle configuration diagram of a public relations terminal device according to the present invention.

FIG. 2 is a principle configuration diagram of a public relations activity evaluation system according to the present invention.

FIG. 3 is an overall connection diagram of a public relations activity evaluation system according to an embodiment.

FIG. 4 is a configuration diagram of a public relations activity evaluation system according to an embodiment.

FIG. 5A is a hardware configuration diagram of a public relations terminal device, and FIG. 5B is a hardware configuration diagram of a branch office terminal device or an approval terminal device.

FIG. 6 is a processing flow chart of a public relations activity evaluation system associated with the public relations activities of a person in charge of public relations.

7A and 7B are diagrams showing an input unit of an external terminal device and FIG. 7B is a diagram showing an input state of a touch key input unit according to the embodiment.

FIG. 8 is a flowchart of an interview result evaluation process.

FIG. 9 is a configuration diagram of an evaluation reference file.

FIG. 10 is an evaluation processing flowchart.

FIG. 11 is a configuration diagram of an assessment information file.

[Explanation of symbols]

1 Public relations terminal device 2 Quality information input means 3 Quality information storage means 4 Quality information calculation means 5 Evaluation information input means 6 Branch terminal devices 7 Evaluation value determination means 8 Evaluation information storage means 9 Assessment value determination means 10 Assessment information storage means 11 Output means 12 Timekeeping means 13 Approval terminal 14 Assessment value determination means

Claims (4)

(57) [Claims] 1. A portable public relations terminal device used for public relations activities and qualitative evaluation information collected by the public relations terminal device.
Public relations activity evaluation system with a sales office terminal device for receiving information
The above-mentioned external terminal device is a system for external activities such as time information related to external activities such as customer visits by the person in charge of external affairs, information on the number of visits, customer response information indicating visitor response status and visit evaluation information. Numerical information
And quality information input means for inputting a qualitative evaluation information indicating as relates to the input of the visiting evaluation information, evaluation group representing contents of evaluation
The sub information is divided into multiple items and displayed on the screen.
Replace the selected evaluation criteria information with the specified numerical information
And evaluation information input means for inputting as the evaluation information, and quality information storing means for storing the qualitative evaluation information possess,
On the other hand, the branch office terminal device compares the qualitative evaluation information and the numerical information included in the qualitative evaluation information.
Evaluation information storage means registered in association with the corresponding evaluation value
And storing the evaluation information based on the received qualitative evaluation information.
Search the means and determine the evaluation value corresponding to the received evaluation information
And an output unit for outputting the above-mentioned table value.
Public relations evaluation system. 2. The registration value is associated with the evaluation value and the assessment value corresponding to the evaluation value in the branch office terminal device.
The assessment information storage means and the assessment information storage means based on the determined evaluation value.
A contract provided with a means for determining an assessment value for searching and determining the assessment value.
Public relations activity evaluation system according to claim 1. 3. Approval connected to the terminal device of the branch office
A terminal device, the authorization terminal apparatus receives the evaluation value information determined by the office terminal device
Along with the received evaluation value information, the sales office terminal device
Search the assessment information storage means provided in to determine the assessment value
The public relations activity evaluation according to claim 1, further comprising:
Value system. 4. A host computer for the terminal device of the branch office.
Customer information managed by this host computer.
Claim 1, 2 or claim 3 characterized in that information is obtained.
Public relations activity evaluation system .