JP6620287B1

JP6620287B1 - Facility evaluation system

Info

Publication number: JP6620287B1
Application number: JP2019095666A
Authority: JP
Inventors: 正克本多
Original assignee: 株式会社セオン
Priority date: 2019-05-22
Filing date: 2019-05-22
Publication date: 2019-12-18
Anticipated expiration: 2039-05-22
Also published as: JP2020190908A

Abstract

【課題】所謂覆面調査において、人手に頼る部分を減らして客観性を高め、かつ、実施時期の自由度を高めると共に、調査対象施設にとって意味のある結果を提供する。【解決手段】施設実態評価装置であって、カメラ装置・マイク装置・センサー装置によって所定施設の従業員・顧客・売場の状態をセンシングした結果である評価原情報を取得する手段と、下位調査観点毎に、評価原情報に基づいて検知される所定施設の実態が下位調査観点における評価基準のうち何れに合致するかを判定する手段と、判定される評価基準毎に、該評価基準に対応する評点を抽出する手段と、下位調査観点毎に、関連付けられる第２係数を評点に乗じ、上位調査観点毎に、関連付けられる下位調査観点について算出される値を集計する手段と、上位調査観点毎に、関連付けられる第１係数を集計された値に乗じて、覆面調査における総合点を算出する手段と、を有する。【選択図】図２An object of the present invention is to provide a result that is meaningful for a facility to be surveyed, while increasing the degree of freedom in conducting the so-called undercover survey by increasing the degree of objectivity by reducing the portion relying on humans. A facility actual state evaluation device for acquiring evaluation source information as a result of sensing the state of employees, customers, and sales floors of a predetermined facility with a camera device, a microphone device, and a sensor device, and a lower-level survey viewpoint Means for determining which of the evaluation criteria in the lower survey viewpoint the actual condition of the predetermined facility detected based on the evaluation source information corresponds to, and for each of the evaluation criteria to be determined, Means for extracting a score, means for multiplying the score by a second coefficient associated with each of the lower survey viewpoints, and means for summing up the values calculated for the associated lower survey viewpoint for each of the upper survey viewpoints; Means for calculating the total score in the mask survey by multiplying the aggregated value by the associated first coefficient. [Selection] Figure 2

Description

商業的な施設の実態を顧客の立場で評価する作業を自動化する技術に関する。 The present invention relates to a technology for automating the work of evaluating the actual situation of a commercial facility from the viewpoint of a customer.

所謂覆面調査とは、商業的な施設の実態を顧客の立場で評価する作業であって、具体的には、調査員が一般の客に成りすまして施設を訪れ、利用し、施設の実態について調査を行うことである。そのため、調査員を使って行う覆面調査は、調査員のスキル・能力によって調査結果の精度が異なったり、人件費が発生したり、調査員を募集し実施するまでにタイムラグが発生したりするという課題があった。 The so-called masking survey is an operation to evaluate the actual situation of commercial facilities from the customer's point of view. Specifically, the investigator visits and uses the facility as a general customer and investigates the actual situation of the facility. Is to do. For this reason, the cover survey conducted by investigators is said that the accuracy of survey results varies depending on the skills and abilities of the investigator, labor costs are incurred, and there is a time lag before recruiting and conducting investigators. There was a problem.

そのような背景下、人手を掛けずに覆面調査を行うための要素技術について研究・開発が行われ、例えば、特許文献１では、調査員のような人的リソースを用いず、顧客に対する各種の接客イベント時における各従業員の状況および発話内容をモニタリングする技術が提案され、特許文献２では、調査員のような人的リソースを用いず、顧客のプライバシーを広範に保護した上で、店舗内の顧客に対する各種の接客イベント時における該当接客者の発話内容を監視することで接客状況を的確かつ客観的に評価する技術が提案されている。 Under such a background, research and development have been conducted on elemental technologies for conducting a cover inspection without manpower. For example, in Patent Document 1, various human resources such as an investigator are not used. A technique for monitoring the situation and utterance content of each employee at a customer service event has been proposed. In Patent Document 2, the customer's privacy is extensively protected without using human resources like an investigator, A technique has been proposed for accurately and objectively evaluating the customer service situation by monitoring the utterances of the customer service during various customer service events.

特開２０１７−４２２４号公報JP 2017-4224 A 特開２０１６−７１８６７号公報Japanese Patent Laid-Open No. 2006-71867

しかしながら、上記の従来技術においては、覆面調査の実施店舗に対し、実施店舗にとって意味のあるフィードバックを行うことができない、つまり、調査依頼者にとって意味のある覆面調査が実施できないという問題点があった。 However, in the above-mentioned conventional technology, there is a problem in that it is impossible to provide meaningful feedback for the implementation store to the implementation site of the coverage survey, that is, it is not possible to perform a coverage survey meaningful to the survey client. .

そこで本発明では、上記問題点を鑑み、商業的な施設の実態を顧客の立場で評価する作業において、人手に頼る部分を減らして客観性を高め、かつ、実施時期の自由度を高めると共に、調査対象施設にとって意味のある結果が得られる施設実態評価装置を提供することを目的とする。 Therefore, in the present invention, in view of the above problems, in the work of evaluating the actual situation of commercial facilities from the customer's standpoint, the portion that depends on human resources is reduced, the objectivity is increased, and the degree of freedom of the implementation time is increased, It aims at providing the facility actual condition evaluation apparatus from which a meaningful result is obtained for a surveyed facility.

開示する施設実態評価装置の一形態は、商業的な施設の実態を顧客の立場で評価するための複数の第１観点と、全体的評価における影響度合いを調整するために前記第１観点毎に規定される第１係数と、を関連付けて記憶する第１係数記憶手段と、商業的な施設の実態を顧客の立場で評価する際、前記第１観点を細分化する複数の第２観点と、前記第１観点毎に行う評価における影響度合いを調整するために前記第２観点毎に規定される第２係数と、を関連付けて記憶する第２係数記憶手段と、前記第２観点で前記商業的な施設の実態を評価するときに前記第２観点における達成度合いを量るための複数の評価基準と、前記達成度合いを点数化する評点と、を関連付けて記憶する評点記憶手段と、所定施設の従業員、前記所定施設の顧客及び前記所定施設の状態それぞれを撮影可能に配置される撮像装置が撮影する画像情報である施設状態画像情報、前記所定施設の従業員、所定施設の顧客及び所定施設の状態それぞれを検知可能に配置される集音装置が取得する音情報である施設状態音情報、並びに、前記所定施設の従業員、所定施設の顧客及び所定施設の状態それぞれを計測可能に配置されるセンサー装置が取得する物理量・光・圧力・温度を含むセンシング情報である施設状態センシング情報のうち何れか一つ以上を含む評価原情報を取得する評価原情報取得手段と、前記第２観点毎に、前記評価原情報に基づいて検知される前記所定施設の実態が前記評価基準のうち何れに合致するかを判定する評価基準判定手段と、前記評価基準判定手段によって合致すると判定される前記評価基準毎に、該評価基準に対応する前記評点を前記評点記憶手段から抽出する評点付与手段と、前記第２観点毎に、関連付けられる前記第２係数を前記評価基準に対応する評点に乗じ、前記第１観点毎に、関連付けられる前記第２観点について算出される値を集計する第１観点集計手段と、前記第１観点毎に、関連付けられる前記第１係数を前記第１観点について集計された値に乗じて、前記所定施設の実態を顧客の立場で評価するための総合点を算出する総合点算出手段と、を有することを特徴とする。 One form of the facility actuality evaluation apparatus to be disclosed is a plurality of first viewpoints for evaluating the actual situation of commercial facilities from the viewpoint of the customer, and for each of the first viewpoints to adjust the degree of influence in the overall evaluation. A first coefficient storage means for associating and storing a prescribed first coefficient; a plurality of second viewpoints for subdividing the first viewpoint when evaluating the actual situation of a commercial facility from the standpoint of a customer; Second coefficient storage means for storing in association with a second coefficient defined for each second viewpoint in order to adjust the degree of influence in the evaluation performed for each first viewpoint; A plurality of evaluation criteria for measuring the degree of achievement in the second viewpoint when evaluating the actual situation of a complex facility, and a score storing means for storing the score for scoring the achievement degree in association with each other; Employees, customers of the prescribed facility, and The facility state image information, which is image information captured by an imaging device that is arranged so that each state of the predetermined facility can be photographed, the employee of the predetermined facility, the customer of the predetermined facility, and the state of the predetermined facility are disposed so as to be detectable. Sound information acquired by the sound collecting device, and physical quantity / light acquired by the sensor device arranged so as to be able to measure the employee of the predetermined facility, the customer of the predetermined facility, and the state of the predetermined facility. -Evaluation source information acquisition means for acquiring evaluation source information including any one or more of facility state sensing information that is sensing information including pressure and temperature, and for each second viewpoint, based on the evaluation source information Evaluation criteria determining means for determining which of the evaluation criteria the actual condition of the predetermined facility to be detected is matched with before the evaluation criteria determining means determines that they match For each evaluation criterion, the score assigning means for extracting the score corresponding to the evaluation criterion from the score storage means, and for each of the second viewpoints, multiply the score corresponding to the evaluation criterion by the associated second coefficient, First viewpoint counting means for counting the values calculated for the second viewpoint associated with each of the first viewpoints, and the first coefficient associated with each first viewpoint for the first viewpoint. And a total score calculating means for calculating a total score for multiplying the value to evaluate the actual condition of the predetermined facility from the standpoint of the customer.

開示する施設実態評価装置は、商業的な施設の実態を顧客の立場で評価する作業において、人手に頼る部分を減らして客観性を高め、かつ、実施時期の自由度を高めると共に、調査対象施設にとって意味のある結果を提供する。 The facility actuality evaluation device to be disclosed improves the objectivity by reducing the part that relies on human resources in the work of evaluating the actual state of commercial facilities from the customer's standpoint, and increases the degree of freedom of implementation, and Provide meaningful results for

本実施の形態に係る施設実態評価装置の概要を説明する図である。It is a figure explaining the outline | summary of the facility actual condition evaluation apparatus which concerns on this Embodiment. 本実施の形態に係る施設実態評価装置の機能ブロック図である。It is a functional block diagram of the facility actual condition evaluation apparatus which concerns on this Embodiment. 本実施の形態に係る第１係数記憶手段の一例を示す図である。It is a figure which shows an example of the 1st coefficient memory | storage means which concerns on this Embodiment. 本実施の形態に係る第２係数記憶手段の一例を示す図である。It is a figure which shows an example of the 2nd coefficient memory | storage means which concerns on this Embodiment. 本実施の形態に係る評点記憶手段の一例を示す図である。It is a figure which shows an example of the score memory | storage means concerning this Embodiment. 本実施の形態に係る施設実態評価装置のハードウエア構成例を示す図である。It is a figure which shows the hardware structural example of the facility actual condition evaluation apparatus which concerns on this Embodiment. 本実施の形態に係る施設実態評価装置による処理の流れを示すフローチャートである。It is a flowchart which shows the flow of the process by the facility actual condition evaluation apparatus which concerns on this Embodiment.

図面を参照しながら、本発明を実施するための形態について説明する。
（本実施の形態に係る施設実態評価装置の動作原理） DESCRIPTION OF EMBODIMENTS Embodiments for carrying out the present invention will be described with reference to the drawings.
(Operational principle of facility actual condition evaluation apparatus according to this embodiment)

図１乃至５を用いて、本実施の形態に係る施設実態評価装置（以下、単に「本装置」という。）１００の動作原理について説明する。図１は、本装置１００と周辺装置３１０、３３０、３５０との接続関係を示す図であり、図２は、本装置１００の機能ブロック図を示す図であり、図３乃至５は、本装置１００が備える記憶手段１１０、１２０、１３０の機能を説明するための図である。 The operation principle of the facility actual condition evaluation apparatus (hereinafter simply referred to as “this apparatus”) 100 according to the present embodiment will be described with reference to FIGS. FIG. 1 is a diagram showing a connection relationship between the apparatus 100 and peripheral devices 310, 330, and 350, FIG. 2 is a functional block diagram of the apparatus 100, and FIGS. 4 is a diagram for explaining functions of storage means 110, 120, and 130 included in 100. FIG.

図１で示すように、本装置１００は、通信ネットワーク３８０を介して、撮像装置３１０、集音装置３３０、センサー装置３５０と接続される。通信ネットワーク３８０は、無線通信ネットワークであっても良く、有線通信ネットワークであっても良い。撮像装置３１０は、所謂カメラ装置であって、本装置１００の調査対象である商業的な施設２１０の内外において、施設２１０における従業員２８０・顧客２９０の状態、施設２１０の商品陳列の状態等施設全体の状態３００が把握できる位置に配置される。なお、施設２１０内外に設置される撮像装置３１０は、その目的を達成できる限りにおいて、１台であっても良く、複数台であっても良い。また、商業的な施設２１０には、店舗・ショッピングモール等のみならず、公共施設、工場、事務所、住居等、あらゆる施設を含むものとする。 As shown in FIG. 1, the apparatus 100 is connected to an imaging apparatus 310, a sound collection apparatus 330, and a sensor apparatus 350 via a communication network 380. The communication network 380 may be a wireless communication network or a wired communication network. The imaging device 310 is a so-called camera device, and the facilities such as the state of the employee 280 and the customer 290 in the facility 210 and the state of the product display in the facility 210 inside and outside the commercial facility 210 to be investigated by the device 100. It is arranged at a position where the entire state 300 can be grasped. Note that the number of imaging devices 310 installed inside and outside the facility 210 may be one or plural as long as the purpose can be achieved. The commercial facilities 210 include not only stores and shopping malls but also all facilities such as public facilities, factories, offices, and residences.

集音装置３３０は、所謂マイク装置であって、本装置１００の調査対象である商業的な施設２１０の内外において、施設２１０における従業員２８０・顧客２９０の状態、施設２１０の商品陳列の状態等施設全体の状態３００が把握できる位置に配置される。なお、施設２１０内外に設置される集音装置３３０は、その目的を達成できる限りにおいて、１台であっても良く、複数台であっても良い。 The sound collecting device 330 is a so-called microphone device, and the state of employees 280 and customers 290 in the facility 210, the state of product display in the facility 210, etc. inside and outside the commercial facility 210 to be investigated by the device 100. It is arranged at a position where the state 300 of the entire facility can be grasped. The number of sound collecting devices 330 installed inside and outside the facility 210 may be one or plural as long as the purpose can be achieved.

センサー装置３５０は、例えば、赤外線センサー、重量センサー、温湿度センサー、匂いセンサー、ほこりセンサー等であって、本装置１００の調査対象である商業的な施設２１０の内外において、施設２１０における従業員２８０・顧客２９０の状態、施設２１０の商品陳列の状態等施設全体の状態３００が把握できる位置に配置される。なお、施設２１０内外に設置されるセンサー装置３５０は、その目的を達成できる限りにおいて、１台であっても良く、複数台であっても良い。 The sensor device 350 is, for example, an infrared sensor, a weight sensor, a temperature / humidity sensor, an odor sensor, a dust sensor, and the like. The sensor device 350 is an employee 280 in the facility 210 inside and outside the commercial facility 210 to be investigated by the device 100. -It is arranged at a position where the state 300 of the entire facility such as the state of the customer 290, the state of the product display of the facility 210 can be grasped. In addition, the sensor device 350 installed inside and outside the facility 210 may be one or plural as long as the purpose can be achieved.

撮像装置３１０は、所定施設２１０の従業員２８０、所定施設２１０の顧客２９０及び所定施設２１０の状態３００それぞれを撮影した画像情報である施設状態画像情報３２０を、通信ネットワーク３８０を介して本装置１００へ通知する。集音装装置３３０は、所定施設２１０の従業員２８０、所定施設２１０の顧客２９０及び所定施設２１０の状態３００それぞれを集音した音情報である施設状態音情報３４０を、通信ネットワーク３８０を介して、本装置１００へ通知する。センサー装置３５０は、所定施設２１０の従業員２８０、所定施設２１０の顧客２９０及び所定施設２１０の状態３００それぞれを計測した物理量・光・圧力・温度を含むセンシング情報である施設状態センシング情報３６０を、通信ネットワーク３８０を介して、本装置１００へ通知する。なお、施設状態画像情報３２０、施設状態音情報３４０及び施設状態センシング情報３６０は、総称して、評価原情報３７０という。 The imaging apparatus 310 transmits facility state image information 320, which is image information obtained by photographing the employee 280 of the predetermined facility 210, the customer 290 of the predetermined facility 210, and the state 300 of the predetermined facility 210, via the communication network 380. To notify. The sound collection device 330 receives facility state sound information 340, which is sound information collected from the employee 280 of the predetermined facility 210, the customer 290 of the predetermined facility 210, and the state 300 of the predetermined facility 210, via the communication network 380. , This device 100 is notified. The sensor device 350 includes facility state sensing information 360, which is sensing information including physical quantity, light, pressure, and temperature measured for the employee 280 of the predetermined facility 210, the customer 290 of the predetermined facility 210, and the state 300 of the predetermined facility 210. The notification is sent to the apparatus 100 via the communication network 380. The facility state image information 320, the facility state sound information 340, and the facility state sensing information 360 are collectively referred to as evaluation original information 370.

本装置１００の調査対象である商業的な施設２１０は、物販店舗のような小売施設、飲食店・ホテルのようなサービス提供施設、これらが複数集まっている複合商業施設などが想定され、その対象は特に限定されるものではない。 The commercial facility 210 to be investigated by the apparatus 100 is assumed to be a retail facility such as a merchandise store, a service providing facility such as a restaurant or a hotel, a complex commercial facility where a plurality of these are gathered, and the like. Is not particularly limited.

本装置１００は、撮像装置３１０、集音装置３３０及びセンサー装置３５０から取得した評価原情報３７０に基づいて得られる従業員２８０の状態、顧客２９０の状態、従業員２８０・顧客２９０間コミュニケーションの状態に関する情報を、予め備える観点２２０、２４０・評価基準２６０に当てはめて自動的かつ定量的に評価する。 The apparatus 100 includes the state of the employee 280, the state of the customer 290, and the state of communication between the employee 280 and the customer 290 obtained based on the evaluation source information 370 acquired from the imaging device 310, the sound collection device 330, and the sensor device 350. Information relating to the above is applied to the viewpoints 220 and 240 and the evaluation standard 260 that are prepared in advance, and is automatically and quantitatively evaluated.

そうすることによって、本装置１００は、商業的な施設２１０の実態を顧客２９０の立場で評価する作業において、人手に頼る部分を減らして客観性を高め、かつ、実施時期の自由度を高めると共に、調査対象施設２１０にとって意味のある結果を得ることができる。 By doing so, the apparatus 100 increases the objectivity by reducing the part that relies on manpower in the work of evaluating the actual state of the commercial facility 210 from the standpoint of the customer 290, and increases the degree of freedom of the implementation time. A meaningful result for the survey target facility 210 can be obtained.

図２で示すように、本装置１００は、第１係数記憶手段１１０、第２係数記憶手段１２０、評点記憶手段１３０、評価原情報取得手段１４０、評価基準判定手段１５０、評点付与手段１６０、第１観点集計手段１７０、総合点算出手段１８０を有する。 As shown in FIG. 2, the apparatus 100 includes a first coefficient storage unit 110, a second coefficient storage unit 120, a score storage unit 130, an evaluation source information acquisition unit 140, an evaluation criterion determination unit 150, a score provision unit 160, One viewpoint totaling means 170 and total score calculating means 180 are provided.

第１係数記憶手段１１０は、商業的な施設２１０の実態を顧客２９０の立場で評価するための複数の第１観点２２０と、覆面調査の全体的評価における影響度合いを調整するために第１観点２２０毎に規定される第１係数２３０と、を関連付けて記憶する。 The first coefficient storage means 110 has a plurality of first viewpoints 220 for evaluating the actual condition of the commercial facility 210 from the standpoint of the customer 290, and a first viewpoint for adjusting the degree of influence in the overall evaluation of the covering surface survey. The first coefficient 230 defined for each 220 is stored in association with each other.

図３で示すように、第１観点２２０は、例えば、“接客基本”、“販売力”、“店内演出”、“クレンリネス”であるが、これらに限定されるものではない。第１係数記憶手段１１０は、例えば、第１観点２２０：“接客基本”に対し、第１係数２３０：“１．２”を記憶し、第１観点２２０：“販売力”に対し、第１係数２３０：“１．０”を記憶するが、これらに限定されるものではないし、第１係数２３０の範囲に制限は無い。 As shown in FIG. 3, the first viewpoint 220 is, for example, “customer service basics”, “sales power”, “in-store production”, and “cleanliness”, but is not limited thereto. The first coefficient storage unit 110 stores, for example, a first coefficient 230: “1.2” for the first viewpoint 220: “customer service basic”, and a first coefficient for the first viewpoint 220: “sales power”. Coefficient 230: “1.0” is stored, but is not limited thereto, and the range of the first coefficient 230 is not limited.

第２係数記憶手段１２０は、商業的な施設２１０の実態を顧客２９０の立場で評価する際、第１観点２２０を細分化した複数の第２観点２４０と、第１観点２２０毎に行う覆面調査の評価における影響度合いを調整するために第２観点２４０毎に規定される第２係数２５０と、を関連付けて記憶する。第２係数記憶手段１２０は、第２観点２４０と、第２観点２４０に紐付けられる（第２観点２４０の上位概念的位置づけの）第１観点２２０と、も関連付けて記憶する。 The second coefficient storage unit 120, when evaluating the actual state of the commercial facility 210 from the standpoint of the customer 290, covers a plurality of second viewpoints 240 obtained by subdividing the first viewpoint 220, and a cover survey performed for each first viewpoint 220. The second coefficient 250 defined for each second viewpoint 240 is stored in association with each other in order to adjust the degree of influence in the evaluation. The second coefficient storage unit 120 also associates and stores the second viewpoint 240 and the first viewpoint 220 associated with the second viewpoint 240 (which is a superordinate positioning of the second viewpoint 240).

図４で示すように、第２係数記憶手段１２０においては、例えば、第１観点２２０：“接客基本”と、第２観点２４０：“待機・立ち位置”、“入店時の挨拶”、“表情”、“態度”、“言葉遣い”、“身だしなみ”それぞれと、が紐付けて記憶される。第２係数記憶手段１２０は、例えば、第２観点２４０：“待機・立ち位置”に対し、第２係数２５０：“０．９”を記憶し、第２観点２４０：“入店時の挨拶”に対し、第２係数２５０：“１．１”等を記憶するが、これらに限定されるものではないし、第２係数２５０の範囲に制限は無い。 As shown in FIG. 4, in the second coefficient storage means 120, for example, the first viewpoint 220: “basic customer service”, the second viewpoint 240: “standby / standing position”, “greeting when entering a store”, “ "Facial expression", "Attitude", "Language", and "Appearance" are linked and memorized. The second coefficient storage means 120 stores, for example, the second coefficient 250: “0.9” for the second viewpoint 240: “standby / standing position”, and the second viewpoint 240: “greeting upon entering the store”. On the other hand, the second coefficient 250: “1.1” or the like is stored, but is not limited thereto, and the range of the second coefficient 250 is not limited.

評点記憶手段１３０は、第２観点２４０で商業的な施設２１０の実態を評価するときに第２観点２４０における達成度合い（到達度合い）を量るための複数の評価基準２６０と、達成度合いを点数化した評点２７０と、を関連付けて記憶する。評点記憶手段１３０は、評価基準２６０と、評価基準２６０に紐付けられる（評価基準２６０の評価軸的位置づけの）第２観点２４０と、も関連付けて記憶する。 The rating storage means 130 has a plurality of evaluation criteria 260 for measuring the degree of achievement (reaching degree) in the second viewpoint 240 when evaluating the actual situation of the commercial facility 210 in the second viewpoint 240, and scores the degree of achievement. The converted score 270 is stored in association with each other. The score storage means 130 also stores the evaluation criteria 260 and the second viewpoint 240 (of the evaluation criteria 260 as the evaluation axis position) associated with the evaluation criteria 260 in association with each other.

図５で示すように、評点記憶手段１３０においては、例えば、第２観点２４０：“入店時の挨拶”と、評価基準２６０：“入店に気付いてすぐにアイコンタクトと挨拶があった”、“接客中だったが、言葉、アイコンタクト、表情、目礼等で挨拶の意識は感じることはできた”、“入店には気付いている様子だったが、しばらくたって挨拶があった”、“入店に気付いてすぐにアイコンタクトと挨拶があったが、手の空いている他の従業員からは挨拶がなかった”、“入店に気付いてすぐにアイコンタクトと挨拶があったが、声が小さく元気がなかった”、“挨拶とアイコンタクトのどちらか一方のみだった”、“入店に気付かず、顧客から声を掛けた時に挨拶があった”、“全く挨拶はなかった”それぞれと、が紐付けて記憶される。 As shown in FIG. 5, in the score storage means 130, for example, the second viewpoint 240: “greeting when entering the store” and the evaluation standard 260: “there was an eye contact and greeting immediately after recognizing the entrance” , “I was waiting for customers, but I could feel the consciousness of greetings with words, eye contact, facial expressions, eye messengers, etc.” , “I received an eye contact and greeting immediately after I noticed the entrance, but I did n’t receive a greeting from another employee who had free hands”, “I had an eye contact and greeting immediately after I noticed the entrance. But the voice was small and I didn't feel good "," I was only one of greetings and eye contact "," I didn't notice the store, I was greeted by the customer "," No greetings "Each" is stored in association with each other.

評点記憶手段１３０は、例えば、評価基準２６０：“入店に気付いてすぐにアイコンタクトと挨拶があった”に対し、評点２７０：“４”を記憶し、評価基準２６０：“入店には気付いている様子だったが、しばらくたって挨拶があった”に対し、評点２７０：“３”等を記憶するが、これらに限定されるものではないし、評点２７０の範囲に制限は無い。 The score storage means 130 stores, for example, a score 270: “4” with respect to the evaluation standard 260: “I received an eye contact and a greeting as soon as I noticed the entry,” and the evaluation standard 260: “To enter the store” Although it seemed to be noticed, “Welcome after a while”, the score 270: “3”, etc. is stored, but it is not limited to this, and the range of the score 270 is not limited.

評価原情報取得手段１４０は、通信ネットワーク３８０を介して、撮像装置３１０による施設状態画像情報３２０、集音装置３３０による施設状態音情報３４０、センサー装置３５０による施設状態センシング情報３６０のうち何れか一つ以上を含む評価原情報３７０を取得する。 The evaluation source information acquisition unit 140 is one of the facility state image information 320 by the imaging device 310, the facility state sound information 340 by the sound collection device 330, and the facility state sensing information 360 by the sensor device 350 via the communication network 380. Evaluation original information 370 including two or more is acquired.

評価基準判定手段１５０は、第２観点２４０毎に、評価原情報３７０に基づいて検知される所定施設２１０の実態が評価基準２６０のうち何れに合致するかを判定する。所定施設２１０の実態とは、顧客２９０が施設２１０に来店したときの、従業員２８０の状態、顧客２９０の状態、従業員２８０・顧客２９０間コミュニケーションの状態、施設２１０における商品陳列の状態、所定施設２１０における清掃状況等である。 The evaluation criterion determination unit 150 determines, for each second viewpoint 240, which of the evaluation criteria 260 the actual condition of the predetermined facility 210 detected based on the evaluation original information 370 matches. The actual state of the predetermined facility 210 includes the state of the employee 280, the state of the customer 290, the state of communication between the employee 280 and the customer 290 when the customer 290 visits the facility 210, the state of the product display in the facility 210, the predetermined state This is the cleaning status in the facility 210.

評価基準判定手段１５０は、評価原情報３７０に基づいて、評価基準２６０に評価軸を合わせて（評価基準２６０による評価ができるように）、従業員２８０を特定する情報（識別番号等）、従業員２８０の位置・顔の向き・表情・声のトーン、顧客２９０の属性（性別、年齢、身長、体重、その他身体的特徴等）・位置・顔の向き・表情・声のトーン、従業員２８０又は顧客２９０が一定の場所に留まる滞留時間、従業員２８０又は顧客２９０の移動経路・移動距離・動線・移動速度・体温・感情データのうち何れか１つ以上を検知する。 Based on the original evaluation information 370, the evaluation criterion determination means 150 aligns the evaluation axis with the evaluation criterion 260 (so that evaluation based on the evaluation criterion 260 can be performed), and specifies information (identification number, etc.) that identifies the employee 280, employee Position / face orientation / expression / voice tone of customer 280, attributes of customer 290 (gender, age, height, weight, other physical characteristics, etc.) / Position / face orientation / expression / voice tone, employee 280 Alternatively, any one or more of the staying time during which the customer 290 stays in a certain place and the movement route, movement distance, flow line, movement speed, body temperature, and emotion data of the employee 280 or the customer 290 are detected.

そして、評価基準判定手段１５０は、検知した情報に基づいて、個々の評価基準２６０が満たされるか否かを判定することによって、所定施設２１０の実態が評価基準２６０のうち何れに合致するかを判定する。 Then, the evaluation criterion determination unit 150 determines which of the evaluation criteria 260 the actual condition of the predetermined facility 210 matches by determining whether or not each evaluation criterion 260 is satisfied based on the detected information. judge.

評点付与手段１６０は、評点記憶手段１３０を参照して、評価基準判定手段１５０によって合致すると判定される評価基準２６０毎に、個々の評価基準２６０に対応する評点２７０を抽出する。 The score assigning means 160 refers to the score storage means 130 and extracts a score 270 corresponding to each evaluation criterion 260 for each evaluation criterion 260 determined to be matched by the evaluation criterion determining means 150.

図５で示すように、評点付与手段１６０は、評価基準判定手段１５０によって施設２１０の実態が評価基準２６０：“入店に気付いてすぐにアイコンタクトと挨拶があった”に合致すると判定された場合、評点２７０：“４（点）”を抽出し、評価基準２６０：“入店に気付かず、顧客から声を掛けた時に挨拶があった”に合致すると判定された場合、評点２７０：“１（点）”を抽出する。 As shown in FIG. 5, the score assigning means 160 is judged by the evaluation criterion determining means 150 that the actual condition of the facility 210 matches the evaluation criterion 260: “I immediately noticed the store and had a greeting with an eye contact”. If it is determined that the score 270: “4 (score)” is extracted and the evaluation criteria 260: “I did not notice the store entry and received a greeting from the customer”, the score 270: “ 1 (point) "is extracted.

また、評点付与手段１６０は、評価基準判定手段１５０によって施設２１０の実態が評価基準２６０：“ＮＧポイントはすべてクリアされ、完璧な聴き方であった”に合致すると判定された場合、評点２７０：“３（点）”を抽出し、評価基準２６０：“ＮＧポイントが（５個以上）ある状態で、聴き方、質問は適切ではなかった”に合致すると判定された場合、評点２７０：“０（点）”を抽出する。 In addition, the score assigning means 160 determines that the actual condition of the facility 210 matches the evaluation standard 260: “All NG points have been cleared and perfect listening” by the evaluation standard determination means 150. When “3 (points)” is extracted and it is determined that the evaluation criterion 260: “NG points (five or more) are present and the question was not appropriate”, the score 270: “0” (Point) ”is extracted.

第１観点集計手段１７０は、第２観点２４０毎に、関連付けられる第２係数２５０を、評価基準判定手段１５０によって判定された評価基準２６０に対応する評点２７０に乗じて中間値を算出する。第１観点集計手段１７０は、第１観点２２０毎に、関連付けられる第２観点について先に算出した中間値を集計する。 For each second viewpoint 240, the first viewpoint aggregation means 170 multiplies the associated second coefficient 250 by the score 270 corresponding to the evaluation criterion 260 determined by the evaluation criterion determination means 150 to calculate an intermediate value. The 1st viewpoint totaling means 170 totals the intermediate value calculated previously about the 2nd viewpoint linked | related for every 1st viewpoint 220. FIG.

図４及び５で示すように、第１観点集計手段１７０は、例えば、第２観点２４０：“入店時の挨拶”に関連付けられる第２係数２５０：“１．１”に、第２観点２４０：“入店時の挨拶”について評価基準判定手段１５０が判定した評価基準２６０：“入店に気付いてすぐにアイコンタクトと挨拶があった”に対応する評点２７０：“４（点）”を乗じて中間値：“４．４（点）”を算出する。また、第１観点集計手段１７０は、例えば、第２観点２４０：“聴き方・傾聴姿勢”に関連付けられる第２係数２５０：“１．０”に、第２観点２４０：“聴き方・傾聴姿勢”について評価基準判定手段１５０が判定した評価基準２６０：“ＮＧポイントが（５個以上）ある状態で、聴き方、質問は適切ではなかった”に対応する評点２７０：“０（点）”を乗じて中間値：“０（点）”を算出する。第１観点集計手段１７０は、他の全ての第２観点２４０についても、同様の処理を実施する。 As shown in FIGS. 4 and 5, for example, the first viewpoint tabulating unit 170 sets the second viewpoint 240 to the second coefficient 250: “1.1” associated with the second viewpoint 240: “greeting upon entering a store”. : Evaluation criterion 260 determined by the evaluation criterion determination means 150 for “greeting at the time of entering the store”: Rating 270 corresponding to “I received an eye contact and greeting immediately after noticing the entry”: “4 (point)” Multiply to calculate the intermediate value: “4.4 (points)”. In addition, the first viewpoint totalizing unit 170 may, for example, set the second coefficient 240: “1.0” associated with the second viewpoint 240: “listening / listening attitude” to the second viewpoint 240: “listening / listening attitude”. Evaluation criteria 260 determined by the evaluation criterion determination means 150: A score 270 corresponding to “How to listen and the question was not appropriate when there were (5 or more) NG points”: “0 (point)” Multiply to calculate the intermediate value: “0 (point)”. The first viewpoint tabulating unit 170 performs the same process for all other second viewpoints 240.

図４で示すように、第１観点集計手段１７０は、例えば、第１観点２２０：“接客基本”に関連付けられる第２観点２４０：“待機・立ち位置”、…、“身だしなみ”それぞれに対応する先の中間値を足し合わせる処理を行う。また、第１観点集計手段１７０は、例えば、第１観点２２０：“販売力”に関連付けられる第２観点２４０：“個別アプローチ”、…、“お見送り”それぞれに対応する先の中間値を足し合わせる処理を行う。第１観点集計手段１７０は、他の全ての第１観点２２０についても、同様の処理を実施する。 As shown in FIG. 4, the first viewpoint aggregation means 170 corresponds to, for example, the first viewpoint 220: the second viewpoint 240 associated with “customer service basics”: “standby / standing position”,. Adds the previous intermediate values. In addition, the first viewpoint totalization unit 170 adds, for example, the first intermediate value corresponding to each of the second viewpoint 240: “individual approach”,... Perform the matching process. The first viewpoint tabulating unit 170 performs the same processing for all other first viewpoints 220.

総合点算出手段１８０は、第１観点２２０毎に、個々の第１観点２２０について第１観点集計手段１７０が算出した値に、個々の第１観点２２０に関連付けられる第１係数２３０を乗じて、覆面調査（所定施設２１０の実態を顧客２９０の立場で評価するため）の総合点を算出する。 The total point calculation means 180 multiplies the value calculated by the first viewpoint totalization means 170 for each first viewpoint 220 by the first coefficient 230 associated with each first viewpoint 220 for each first viewpoint 220, and The total score of the cover survey (to evaluate the actual condition of the predetermined facility 210 from the standpoint of the customer 290) is calculated.

図３で示すように、総合点算出手段１８０は、例えば、第１観点２２０：“接客基本”に関する第１観点集計手段１７０の算出値：“１６．８（点）”に、第１観点２２０：“接客基本”に関する第１係数２３０：“１．２”を乗じて中間値：“２０．１６（点）”を算出する。また、総合点算出手段１８０は、例えば、第１観点２２０：“販売力”に関する第１観点集計手段１７０の算出値：“１９．８（点）”に、第１観点２２０：“販売力”に関する第１係数２３０：“１．０”を乗じて中間値：“１９．８（点）”を算出する。総合点算出手段１８０は、他の全ての第１観点２２０についても、同様の処理を実施する。その後、総合点算出手段１８０は、全ての第１観点２２０について算出した中間値：“２０．１６（点）”、“１９．８（点）”、…を足し合わせる処理を行い、覆面調査における総合点を算出する。 As shown in FIG. 3, for example, the total point calculation means 180 sets the first viewpoint 220 to the calculated value: “16.8 (points)” of the first viewpoint totalization means 170 regarding the first viewpoint 220: “basic customer service”. : First coefficient 230 for “Customer Service”: Multiply by “1.2” to calculate an intermediate value: “20.16 (points)”. In addition, the total point calculation unit 180 may, for example, set the first viewpoint 220: “sales power” to the calculated value: “19.8 (point)” of the first viewpoint tabulation unit 170 regarding the first viewpoint 220: “sales power”. Multiplying the first coefficient 230: “1.0” for the intermediate value: “19.8 (points)”. The total point calculation unit 180 performs the same processing for all other first viewpoints 220. Thereafter, the total point calculation means 180 performs a process of adding the intermediate values calculated for all the first viewpoints 220: “20.16 (point)”, “19.8 (point)”,. Calculate the total score.

上記のような動作原理に基づいて、本装置１００は、商業的な施設２１０の実態を顧客２９０の立場で評価する作業において、人手に頼る部分を減らして客観性を高め、かつ、実施時期の自由度を高めると共に、調査対象施設２１０にとって意味のある結果を得る。
（本実施の形態に係る施設実態評価装置のハードウエア構成） Based on the operation principle as described above, the apparatus 100 increases the objectivity by reducing the part that relies on human hands in the work of evaluating the actual situation of the commercial facility 210 from the standpoint of the customer 290, and the implementation time. The degree of freedom is increased and a meaningful result is obtained for the survey target facility 210.
(Hardware configuration of facility actual condition evaluation apparatus according to this embodiment)

図６を用いて、本装置１００のハードウエア構成例について説明する。図６は、本装置１００のハードウエア構成の一例を示す図である。図６で示すように、本装置１００は、ＣＰＵ（Central Processing Unit）４１０、ＲＯＭ（Read-Only Memory）４２０、ＲＡＭ（Random Access Memory）４３０、補助記憶装置４４０、通信Ｉ／Ｆ４５０、入力装置４６０、表示装置４７０、記録媒体Ｉ／Ｆ４８０を有する。 A hardware configuration example of the apparatus 100 will be described with reference to FIG. FIG. 6 is a diagram illustrating an example of the hardware configuration of the apparatus 100. As shown in FIG. 6, the apparatus 100 includes a CPU (Central Processing Unit) 410, a ROM (Read-Only Memory) 420, a RAM (Random Access Memory) 430, an auxiliary storage device 440, a communication I / F 450, and an input device 460. A display device 470 and a recording medium I / F 480.

ＣＰＵ４１０は、ＲＯＭ４２０に記憶されたプログラムを実行する装置であり、ＲＡＭ４３０に展開（ロード）されたデータを、プログラムの命令に従って演算処理し、本装置１００全体を制御する。ＲＯＭ４２０は、ＣＰＵ４１０が実行するプログラムやデータを記憶している。ＲＡＭ４３０は、ＣＰＵ４１０でＲＯＭ４２０に記憶されたプログラムを実行する際に、実行するプログラムやデータが展開（ロード）され、演算の間、演算データを一時的に保持する。 The CPU 410 is a device that executes a program stored in the ROM 420. The CPU 410 performs arithmetic processing on the data expanded (loaded) in the RAM 430 in accordance with instructions of the program and controls the entire apparatus 100. The ROM 420 stores programs and data executed by the CPU 410. When the CPU 410 executes a program stored in the ROM 420, the RAM 430 is loaded (loaded) with the program and data to be executed, and temporarily holds the operation data during the operation.

補助記憶装置４４０は、基本ソフトウエアであるＯＳ（Operating System）や本実施の形態に係るアプリケーションプログラムなどを、関連するデータとともに記憶する装置である。補助記憶装置４４０は、記憶手段１１０、１２０、１３０を含み、例えば、ＨＤＤ（Hard Disc Drive）やフラッシュメモリなどである。 The auxiliary storage device 440 is a device that stores an OS (Operating System) that is basic software, an application program according to the present embodiment, and the like together with related data. The auxiliary storage device 440 includes storage means 110, 120, and 130, and is, for example, an HDD (Hard Disc Drive) or a flash memory.

通信Ｉ／Ｆ４５０は、有線・無線ＬＡＮ（Local Area Network）、インターネットなどの通信ネットワーク３８０に接続し、通信機能を提供する他装置３１０、３３０、３５０とデータの授受を行うためのインターフェースである。 The communication I / F 450 is an interface for connecting to a communication network 380 such as a wired / wireless local area network (LAN) or the Internet and exchanging data with other devices 310, 330, and 350 that provide a communication function.

入力装置４６０は、キーボードなど本装置１００にデータ入力を行うための装置である。表示装置（出力装置）４７０は、ＬＣＤ（Liquid Crystal Display）等で構成される装置であり、本装置１００が有する機能をユーザーが利用する際や各種設定を行う際のユーザーインターフェースとして機能する装置である。記録媒体Ｉ／Ｆ４８０は、ＣＤ−ＲＯＭ、ＤＶＤ−ＲＯＭ、ＵＳＢメモリなどの記録媒体４９０とデータの送受信を行うためのインターフェースである。 The input device 460 is a device for inputting data to the device 100 such as a keyboard. The display device (output device) 470 is a device configured with an LCD (Liquid Crystal Display) or the like, and functions as a user interface when the user uses the functions of the device 100 or when performing various settings. is there. The recording medium I / F 480 is an interface for transmitting / receiving data to / from a recording medium 490 such as a CD-ROM, DVD-ROM, or USB memory.

本装置１００が有する各手段は、ＣＰＵ４１０が、ＲＯＭ４２０又は補助記憶装置４４０に記憶された各手段に対応するプログラムを実行することにより実現される形態としても良い。また、本装置１００が有する各手段は、当該各手段に関する処理をハードウエアとして実現される形態としても良い。また、通信Ｉ／Ｆ４５０を介して外部サーバー装置から本発明に係るプログラムを読み込ませたり、記録媒体Ｉ／Ｆ４８０を介して記録媒体４９０から本発明に係るプログラムを読み込ませたりして、本装置１００に当該プログラムを実行させる形態としても良い。
（本実施の形態に係る施設実態評価装置による処理例）
図７を用いて、本装置１００による処理の流れを説明する。図７は、本装置１００による処理の流れを示すフローチャートである。 Each unit included in the apparatus 100 may be realized by the CPU 410 executing a program corresponding to each unit stored in the ROM 420 or the auxiliary storage device 440. In addition, each unit included in the apparatus 100 may be configured such that processing related to each unit is realized as hardware. Further, the apparatus 100 can be read by reading a program according to the present invention from an external server device via the communication I / F 450 or by reading a program according to the present invention from the recording medium 490 via the recording medium I / F 480. Alternatively, the program may be executed.
(Processing example by facility actual condition evaluation apparatus according to the present embodiment)
The flow of processing performed by the apparatus 100 will be described with reference to FIG. FIG. 7 is a flowchart showing the flow of processing by the apparatus 100.

Ｓ１０で評価原情報取得手段１４０が、通信ネットワーク３８０を介して、撮像装置３１０による施設状態画像情報３２０、集音装置３３０による施設状態音情報３４０、センサー装置３５０による施設状態センシング情報３６０のうち何れか一つ以上を含む評価原情報３７０を取得する。 In S <b> 10, the evaluation original information acquisition unit 140 selects any of the facility state image information 320 by the imaging device 310, the facility state sound information 340 by the sound collection device 330, and the facility state sensing information 360 by the sensor device 350 via the communication network 380. Evaluation original information 370 including one or more of them is acquired.

Ｓ２０で評価基準判定手段１５０が、第２観点２４０毎に、評価原情報３７０に基づいて検知される所定施設２１０の実態が評価基準２６０のうち何れに合致するかを判定する。評価基準判定手段１５０は、評価原情報３７０に基づいて、評価基準２６０に評価軸を合わせて（評価基準２６０による評価ができるように）、従業員２８０を特定する情報（識別番号等）、従業員２８０の位置・顔の向き・表情・声のトーン、顧客２９０の属性（性別、年齢、身長、体重、その他身体的特徴等）・位置・顔の向き・表情・声のトーン、従業員２８０又は顧客２９０が一定の場所に留まる滞留時間、従業員２８０又は顧客２９０の移動経路・移動距離・動線・移動速度・体温・感情データのうち何れか１つ以上を検知する。 In S <b> 20, the evaluation criterion determination unit 150 determines, for each second viewpoint 240, which of the evaluation criteria 260 the actual condition of the predetermined facility 210 detected based on the evaluation original information 370 matches. Based on the original evaluation information 370, the evaluation criterion determination means 150 aligns the evaluation axis with the evaluation criterion 260 (so that evaluation based on the evaluation criterion 260 can be performed), and specifies information (identification number, etc.) that identifies the employee 280, employee Position / face orientation / expression / voice tone of customer 280, attributes of customer 290 (gender, age, height, weight, other physical characteristics, etc.) / Position / face orientation / expression / voice tone, employee 280 Alternatively, any one or more of the staying time during which the customer 290 stays in a certain place and the movement route, movement distance, flow line, movement speed, body temperature, and emotion data of the employee 280 or the customer 290 are detected.

Ｓ３０で評点付与手段１６０が、評点記憶手段１３０を参照して、Ｓ２０において合致すると判定される評価基準２６０毎に、個々の評価基準２６０に対応する評点２７０を抽出する。 In S30, the score assigning means 160 refers to the score storage means 130, and extracts a score 270 corresponding to each evaluation criterion 260 for each evaluation criterion 260 determined to match in S20.

Ｓ４０で第１観点集計手段１７０が、第２観点２４０毎に、関連付けられる第２係数２５０を、Ｓ２０において判定された評価基準２６０に対応する評点２７０に乗じて中間値を算出する。第１観点集計手段１７０は、第１観点２２０毎に、関連付けられる第２観点について先に算出した中間値を集計する。 In S40, the first viewpoint totalization unit 170 calculates an intermediate value by multiplying the second coefficient 250 associated with each second viewpoint 240 by the score 270 corresponding to the evaluation criterion 260 determined in S20. The 1st viewpoint totaling means 170 totals the intermediate value calculated previously about the 2nd viewpoint linked | related for every 1st viewpoint 220. FIG.

図４及び５で示すように、第１観点集計手段１７０は、例えば、第２観点２４０：“入店時の挨拶”に関連付けられる第２係数２５０：“１．１”に、第２観点２４０：“入店時の挨拶”について評価基準判定手段１５０が判定した評価基準２６０：“入店に気付いてすぐにアイコンタクトと挨拶があった”に対応する評点２７０：“４（点）”を乗じて中間値：“４．４（点）”を算出する。 As shown in FIGS. 4 and 5, for example, the first viewpoint tabulating unit 170 sets the second viewpoint 240 to the second coefficient 250: “1.1” associated with the second viewpoint 240: “greeting upon entering a store”. : Evaluation criterion 260 determined by the evaluation criterion determination means 150 for “greeting at the time of entering the store”: Rating 270 corresponding to “I received an eye contact and greeting immediately after noticing the entry”: “4 (point)” Multiply to calculate the intermediate value: “4.4 (points)”.

また、第１観点集計手段１７０は、例えば、第２観点２４０：“聴き方・傾聴姿勢”に関連付けられる第２係数２５０：“１．０”に、第２観点２４０：“聴き方・傾聴姿勢”について評価基準判定手段１５０が判定した評価基準２６０：“ＮＧポイントが（５個以上）ある状態で、聴き方、質問は適切ではなかった”に対応する評点２７０：“０（点）”を乗じて中間値：“０（点）”を算出する。第１観点集計手段１７０は、他の全ての第２観点２４０についても、同様の処理を実施する。 In addition, the first viewpoint totalizing unit 170 may, for example, set the second coefficient 240: “1.0” associated with the second viewpoint 240: “listening / listening attitude” to the second viewpoint 240: “listening / listening attitude”. Evaluation criteria 260 determined by the evaluation criterion determination means 150: A score 270 corresponding to “How to listen and the question was not appropriate when there were (5 or more) NG points”: “0 (point)” Multiply to calculate the intermediate value: “0 (point)”. The first viewpoint tabulating unit 170 performs the same process for all other second viewpoints 240.

Ｓ５０で総合点算出手段１８０が、第１観点２２０毎に、個々の第１観点２２０についてＳ４０において算出（集計）した値に、個々の第１観点２２０に関連付けられる第１係数２３０を乗じて、覆面調査（所定施設２１０の実態を顧客２９０の立場で評価するため）の総合点を算出する。 The total point calculation means 180 in S50 multiplies the value calculated (aggregated) in S40 for each first viewpoint 220 for each first viewpoint 220 by the first coefficient 230 associated with each first viewpoint 220, The total score of the cover survey (to evaluate the actual condition of the predetermined facility 210 from the standpoint of the customer 290) is calculated.

図３で示すように、総合点算出手段１８０は、例えば、第１観点２２０：“接客基本”に関する第１観点集計手段１７０の算出値：“１６．８（点）”に、第１観点２２０：“接客基本”に関する第１係数２３０：“１．２”を乗じて中間値：“２０．１６（点）”を算出する。 As shown in FIG. 3, for example, the total point calculation means 180 sets the first viewpoint 220 to the calculated value: “16.8 (points)” of the first viewpoint totalization means 170 regarding the first viewpoint 220: “basic customer service”. : First coefficient 230 for “Customer Service”: Multiply by “1.2” to calculate an intermediate value: “20.16 (points)”.

また、総合点算出手段１８０は、例えば、第１観点２２０：“販売力”に関する第１観点集計手段１７０の算出値：“１９．８（点）”に、第１観点２２０：“販売力”に関する第１係数２３０：“１．０”を乗じて中間値：“１９．８（点）”を算出する。総合点算出手段１８０は、他の全ての第１観点２２０についても、同様の処理を実施する。その後、総合点算出手段１８０は、全ての第１観点２２０について算出した中間値：“２０．１６（点）”、“１９．８（点）”、…を足し合わせる処理を行い、覆面調査における総合点を算出する。 In addition, the total point calculation unit 180 may, for example, set the first viewpoint 220: “sales power” to the calculated value: “19.8 (point)” of the first viewpoint tabulation unit 170 regarding the first viewpoint 220: “sales power”. Multiplying the first coefficient 230: “1.0” for the intermediate value: “19.8 (points)”. The total point calculation unit 180 performs the same processing for all other first viewpoints 220. Thereafter, the total point calculation means 180 performs a process of adding the intermediate values calculated for all the first viewpoints 220: “20.16 (point)”, “19.8 (point)”,. Calculate the total score.

上記のような処理を行うことによって、本装置１００は、商業的な施設２１０の実態を顧客２９０の立場で評価する作業において、人手に頼る部分を減らして客観性を高め、かつ、実施時期の自由度を高めると共に、調査対象施設２１０にとって意味のある結果を得ることができる。 By performing the processing as described above, the present apparatus 100 increases the objectivity by reducing the part that relies on manpower in the work of evaluating the actual situation of the commercial facility 210 from the standpoint of the customer 290, and at the time of implementation. It is possible to increase the degree of freedom and obtain a meaningful result for the survey target facility 210.

以上、本発明の実施の形態について詳述したが、本発明は係る特定の実施の形態に限定されるものではなく、特許請求の範囲に記載された本発明の要旨の範囲において、種々の変形・変更が可能である。 Although the embodiment of the present invention has been described in detail above, the present invention is not limited to the specific embodiment, and various modifications are possible within the scope of the gist of the present invention described in the claims.・ Change is possible.

１００施設実態評価装置
１１０第１係数記憶手段
１２０第２係数記憶手段
１３０評点記憶手段
１４０評価原情報取得手段
１５０評価基準判定手段
１６０評点付与手段
１７０第１観点集計手段
１８０総合点算出手段
２１０商業的な施設
２２０第１観点
２３０第１係数
２４０第２観点
２５０第２係数
２６０評価基準
２７０評点
２８０従業員
２９０顧客
３００施設の状態
３１０撮像装置（カメラ装置）
３２０施設状態画像情報
３３０集音装置（マイク装置）
３４０施設状態音情報
３５０センサー装置
３６０施設状態センシング情報
３７０評価原情報
３８０通信ネットワーク
４１０ＣＰＵ
４２０ＲＯＭ
４３０ＲＡＭ
４４０補助記憶装置
４５０通信インターフェース
４６０入力装置
４７０出力装置
４８０記憶媒体インターフェース
４９０記憶媒体
100 facility actual condition evaluation apparatus 110 first coefficient storage means 120 second coefficient storage means 130 score storage means 140 evaluation original information acquisition means 150 evaluation criteria determination means 160 score assignment means 170 first viewpoint aggregation means 180 total score calculation means 210 commercial Facility 220 First aspect 230 First factor 240 Second factor 250 Second factor 260 Evaluation criteria 270 Rating 280 Employee 290 Customer 300 Facility state 310 Imaging device (camera device)
320 Facility state image information 330 Sound collecting device (microphone device)
340 Facility state sound information 350 Sensor device 360 Facility state sensing information 370 Evaluation original information 380 Communication network 410 CPU
420 ROM
430 RAM
440 Auxiliary storage device 450 Communication interface 460 Input device 470 Output device 480 Storage medium interface 490 Storage medium

Claims

Associating a plurality of first viewpoints for evaluating the actual situation of commercial facilities from the viewpoint of a customer and a first coefficient defined for each of the first viewpoints in order to adjust the degree of influence in the overall evaluation First coefficient storage means for storing;
When evaluating the actual situation of a commercial facility from the standpoint of a customer, a plurality of second viewpoints that subdivide the first viewpoint, and the second viewpoint to adjust the degree of influence in the evaluation performed for each of the first viewpoints. Second coefficient storage means for storing the second coefficient defined for each in association with each other;
When evaluating the actual situation of the commercial facility in the second aspect, a plurality of evaluation criteria for measuring the degree of achievement in the second aspect and a score for scoring the degree of achievement are stored in association with each other. A score storage means;
Employees at a predetermined facility, customers at the predetermined facility, and facility state image information that is image information taken by an imaging device arranged so as to be capable of photographing each state of the predetermined facility, employees at the predetermined facility, customers at the predetermined facility And facility state sound information, which is sound information acquired by a sound collecting device arranged so that each state of the predetermined facility can be detected, and employees of the predetermined facility, customers of the predetermined facility, and states of the predetermined facility can be measured. Evaluation source information acquisition means for acquiring evaluation source information including any one or more of facility state sensing information that is sensing information including physical quantity, light, pressure, and temperature acquired by a sensor device disposed in
For each of the second viewpoints, an evaluation criterion determination unit that determines which of the evaluation criteria the actual condition of the predetermined facility detected based on the evaluation original information matches;
For each of the evaluation criteria determined to be matched by the evaluation criteria determination means, a score giving means for extracting the score corresponding to the evaluation criteria from the score storage means;
First viewpoint totaling means for multiplying the score corresponding to the evaluation criterion by the second coefficient associated with each second viewpoint and totaling the values calculated for the second viewpoint associated with each first viewpoint When,
For each of the first viewpoints, a total score calculating means for calculating a total score for evaluating the actual condition of the predetermined facility from the standpoint of the customer by multiplying the associated first coefficient by the value aggregated for the first viewpoint. The facility actual condition evaluation apparatus characterized by having.

The facility according to claim 1, wherein actual conditions of the predetermined facility detected based on the evaluation original information are the state of the employee, the state of the customer, and the state of the employee / customer communication. Actual condition evaluation device.

The actual condition of the predetermined facility detected based on the evaluation original information includes information for identifying the employee (identification number and the like), the employee's position / face orientation / expression / voice tone, and customer attributes ( Gender, age, height, weight, other physical characteristics, etc.), position, face orientation, facial expression, voice tone, residence time for the employee or the customer to stay in a certain place, movement of the employee or the customer The facility actual condition evaluation apparatus according to claim 1 or 2, comprising any one or more of a route, a moving distance, a flow line, a moving speed, a body temperature, and emotion data.

The actual condition of the predetermined facility detected based on the evaluation original information includes one or more of a state of product display in the predetermined facility and a cleaning situation in the predetermined facility. The facility actual condition evaluation apparatus as described in any one of these.

The facility actual condition evaluation apparatus according to any one of claims 1 to 4, wherein the first viewpoint includes customer service basics, sales force, in-store production, and cleanliness.

The second viewpoint related to the customer service basics is the waiting / standing position of the employee, the greeting of the employee at the time of entering the customer, the facial expression of the employee, the attitude of the employee, the word of the employee The second viewpoint, which includes communication and the appearance of the employee and is related to the sales force, is an individual approach from the employee to the customer, a way of speaking and explaining from the employee to the customer, and an attitude of the employee Including how to listen to and listen to the customer's story, confirmation of customer needs by the employee, product knowledge of the employee, promotion of purchase by the employee to the customer, and postponement of the customer by the employee, The second viewpoint associated with the in-store production is the display / production at the commercial facility, the display of goods at the commercial facility, and the sales at the commercial facility. The said 2nd viewpoint related with the said cleanliness including the display aspect of goods price includes the cleaning condition of the whole said commercial facility, and the cleaning condition of the vicinity of the cash register in the said commercial facility. The facility actual condition evaluation apparatus described in 1.

Associating a plurality of first viewpoints for evaluating the actual situation of commercial facilities from the viewpoint of a customer and a first coefficient defined for each of the first viewpoints in order to adjust the degree of influence in the overall evaluation The first coefficient storage means to be stored and a plurality of second viewpoints for subdividing the first viewpoint when evaluating the actual situation of the commercial facility from the viewpoint of the customer, and the degree of influence in the evaluation performed for each of the first viewpoints Second coefficient storage means for associating and storing a second coefficient defined for each of the second viewpoints to adjust the second aspect, and when evaluating the actual situation of the commercial facility from the second viewpoint, In a computer comprising a plurality of evaluation criteria for measuring the degree of achievement in two viewpoints, and a score storage means for storing the score for scoring the degree of achievement in association with each other,
The evaluation source information acquisition means includes facility state image information that is image information captured by an imaging device arranged so as to be able to photograph each of the employees of the predetermined facility, the customer of the predetermined facility, and the state of the predetermined facility. The facility state sound information which is sound information acquired by the sound collecting device arranged to detect the employee, the customer of the predetermined facility and the state of the predetermined facility, and the employee of the predetermined facility, the customer of the predetermined facility and the predetermined Obtaining evaluation source information including any one or more of facility state sensing information which is sensing information including physical quantity, light, pressure, and temperature acquired by a sensor device arranged to measure each state of the facility; ,
An evaluation criterion determining unit determining, for each of the second viewpoints, which of the evaluation criteria the actual condition of the predetermined facility detected based on the evaluation original information matches;
For each evaluation criterion determined to be matched by the evaluation criterion determination unit, a score assigning unit extracts the score corresponding to the evaluation criterion from the score storage unit;
The first viewpoint aggregation means multiplies the score corresponding to the evaluation criterion by the second coefficient associated with each second viewpoint, and calculates a value calculated for the second viewpoint associated with each first viewpoint. A step of counting,
A total score for the first point of view is obtained by multiplying the associated first coefficient by the value aggregated for the first point of view for evaluating the actual state of the predetermined facility from the standpoint of the customer. A facility actuality evaluation method including a calculating step.

The facility according to claim 7, wherein actual conditions of the predetermined facility detected based on the evaluation original information are the state of the employee, the state of the customer, and the state of the employee / customer communication. Actual condition evaluation method.

The actual condition of the predetermined facility detected based on the evaluation original information includes information for identifying the employee (identification number and the like), the employee's position / face orientation / expression / voice tone, and customer attributes ( Gender, age, height, weight, other physical characteristics, etc.), position, face orientation, facial expression, voice tone, residence time for the employee or the customer to stay in a certain place, movement of the employee or the customer The facility actual state evaluation method according to claim 7 or 8, comprising any one or more of a route, a moving distance, a flow line, a moving speed, a body temperature, and emotion data.

10. The actual condition of the predetermined facility detected based on the evaluation original information includes one or more of a state of product display in the predetermined facility and a cleaning situation in the predetermined facility. The facility actual condition evaluation method as described in any one of these.

The facility actual condition evaluation method according to any one of claims 7 to 10, wherein the first viewpoint includes customer service basics, sales force, in-store production, and cleanliness.

The second viewpoint related to the customer service basics is the waiting / standing position of the employee, the greeting of the employee at the time of entering the customer, the facial expression of the employee, the attitude of the employee, the word of the employee The second viewpoint, which includes communication and the appearance of the employee and is related to the sales force, is an individual approach from the employee to the customer, a way of speaking and explaining from the employee to the customer, and an attitude of the employee Including how to listen to and listen to the customer's story, confirmation of customer needs by the employee, product knowledge of the employee, promotion of purchase by the employee to the customer, and postponement of the customer by the employee, The second viewpoint associated with the in-store production is the display / production at the commercial facility, the display of goods at the commercial facility, and the sales at the commercial facility. 12. The second aspect related to the cleanliness including an item price display mode includes a cleaning status of the entire commercial facility and a cleaning status near a cash register in the commercial facility. The facility actual condition evaluation method described in 1.

A facility actual condition evaluation program for causing a computer to execute the method according to any one of claims 7 to 12.