JP7006867B2 - Management diagnosis device and management diagnosis method - Google Patents

Description

The present invention relates to a device for diagnosing management based on cognitive psychology, and particularly constructs a key performance indicator (KPI; key performance indicator, hereinafter referred to as "index") and performs diagnosis based on the index. Regarding management diagnosis equipment and management diagnosis method.

Conventionally, for example, in store management, how to satisfy customers and increase the return visit rate has been regarded as important. On the other hand, increasing the profit margin by increasing productivity is also an important viewpoint in management. Regarding the former, for example, in the service industry, the response of staff who actually serve customers is an important factor for customers to decide to return to the store. In view of these points, a technique for evaluating the customer service of staff has been proposed.

For example, the individual sales data is acquired from the POS register, the facial image data of the clerk corresponding to the customer service is acquired from the camera, and the facial expression of the clerk who is serving the customer is specified from the facial image data corresponding to the customer service time zone included in the individual sales data. However, there has been proposed a customer service evaluation device that calculates a customer service response point indicating an evaluation value of a response during customer service according to a facial expression (see, for example, Patent Document 1).

Japanese Unexamined Patent Publication No. 2017-102846

However, Patent Document 1 does not disclose or suggest any viewpoint of constructing an index based on the theory of cognitive psychology and making a management diagnosis based on the index.

Here, the term cognitive psychology is generally used in two ways. In other words, it means psychology that studies the cognitive process in which humans recognize, remember, and solve problems in the outside world, and it means that we approach the elucidation of the human mind using the cognitive paradigm.

However, for example, in the service industry,
・ Indexing the degree of influence of staff movements on customer satisfaction,
・ Visualize the operating status of the store by identifying the movements of staff that are highly correlated with the intention to return to the store, measuring the frequency and required time, and indexing them.
This attempt uses cognitive psychology in the latter sense, but there has been no device or method for performing management diagnosis from such a viewpoint.

The present invention has been made in view of such problems, and an object thereof is to use staff movements that are highly correlated with business performance, etc. for each type of business as survey items, and to use the frequency, required time, etc. as indicators. It is to make a management diagnosis using the index.

In order to solve the above problems, the management diagnosis device according to the first aspect of the present invention is a device for constructing an index used for management diagnosis and performing management diagnosis using the index, and is a memory for storing the index. A unit, a display unit that performs a predetermined display, an input processing unit that processes input data, an improvement item specifying processing unit that specifies an improvement item based on the processed data, and a display by the display unit. The improvement item specifying processing unit includes a display control unit for controlling, and the improvement item specifying processing unit is a survey result of a related index in which the table touch count is managed by the storage unit when the survey item is the table touch count. When the number of times is smaller than the number of times, it is specified that the staff operation related to the survey item is an item to be reviewed for management improvement, and the display control unit is reviewed by the display unit for management improvement. It is controlled to show the items to be done and to display the achievement rate as the evaluation related to the items .

In the first aspect, the communication unit further includes a communication unit, which receives data related to the required time and frequency of staff operation including the number of table touches specified by the external server device, and receives the input processing unit. Processes the received data.

The management diagnosis method according to the second aspect of the present invention is a method of constructing an index used for the management diagnosis and performing a management diagnosis using the index , and the first step of storing the index by the storage unit. , The second step in which the input processing unit processes the input data, the third step in which the improvement item specifying processing unit specifies the improvement item based on the processed data, and the display control unit displays the display. In the third step, the improvement item specifying processing unit has a fourth step of control, and when the investigation item is the number of table touches, the number of table touches is managed by the storage unit. If the number of times is less than the number of survey results of the index to be performed, it is specified that the staff movement related to the survey item is an item to be reviewed for management improvement, and in the fourth step, for the management improvement. In addition to indicating the items to be reviewed, the achievement rate is controlled to be displayed as an evaluation related to the items.

In the second aspect, the communication unit further includes a fifth step of receiving data relating to the required time and frequency of staff operation including the number of table touches specified by the external server device, and the second step. In Tep, the input processing unit processes the received data.

According to the present invention, a management diagnosis device and a management diagnosis method for performing management diagnosis using the index, indexing the frequency and required time, etc., with staff movements that are highly correlated with the performance of each type of business as survey items. Can be provided.

It is a block diagram of the management diagnostic apparatus which concerns on one Embodiment of this invention. It is a figure which shows an example of an index management table. It is a figure which shows an example of the item management table. It is a flowchart which shows the processing procedure of indexation processing. It is a figure which shows the screen transition which concerns on indexing processing. It is a flowchart which shows the processing procedure of the investigation item specification processing. It is a figure which shows the screen transition which concerns on the investigation item identification process. It is a flowchart which shows the processing procedure of the improvement item identification process. It is a figure which shows the screen which concerns on the improvement item identification process. It is a figure which shows the hardware configuration example of the management diagnostic apparatus.

Hereinafter, an embodiment of the present invention will be described with reference to the drawings.

The management diagnostic apparatus and method according to one embodiment of the present invention implement at least the following three.

(1) Index the degree of influence of the movement of staff in stores, etc. on customer satisfaction. That is, for example, in the service industry, what kind of sensibilities are created for customers by the actions of store staff is quantitatively investigated and indexed.

(2) The survey items are the movements of staff who have a high correlation with customer satisfaction, and the frequency and required time of the movements are measured and indexed. Here, among the staff movements, there are movements that contribute to the improvement of customer satisfaction of customers, and there are movements that give stress on the contrary. Therefore, we decided to quantitatively investigate how often and how long it should take to improve customer satisfaction and not stress customers, and use it for indexing. For customer satisfaction, we use numerical data related to the intention to return to the store and the actual rate of return visits.

(3) Then, using the above indicators, it is possible to make proposals for improving business performance from the viewpoint of research such as improvement of customer satisfaction and productivity.

These will be described in detail below.

In indexing the degree of influence of store staff movements on customer satisfaction, as a method of quantitatively investigating what kind of sensibilities the store staff movements generate for customers, for example, in the evaluation criteria of a questionnaire. A selection method based on this was used.

Here, the reason for measuring and indexing the frequency, required time, etc. of the operation of the staff, which has a high correlation with the customer satisfaction, as a survey item is as follows.

That is, when a customer "wants to ask / hear something from a clerk", he / she performs an action of calling a staff member or ringing a bell call, but it is necessary for the clerk to respond after the action. This is because the inventor's analysis revealed that there is a correlation between the time and the like and the above-mentioned questionnaire results of customers.

Furthermore, regarding "whether or not the clerk's line of sight is directed at himself", it is generally known in cognitive psychology that the line of sight is related to attractiveness regardless of gender, for example, fMRI (functional magnetic resonance imaging). In the study using, the attractiveness changes depending on the direction of the line of sight of the facial stimulus to be observed, and the activity of the putamen of the brain and the part in the back of the brain called the striatum changes according to the change of the attractiveness. It is said to change. An analysis by the inventor based on this theory revealed that there is a correlation between the number of times a store clerk can feel the line of sight and the sensibility that leads to a return visit. be.

In addition, in the course of further analysis, customers who come to the store directly come to their table for the purpose of ordering, serving food, and serving intermediate meals, rather than when the clerk looks at it from a distance. It was clarified that there is a high correlation between the number of times the customer comes into contact with the restaurant (hereinafter referred to as the number of table touches) and the customer's intention to return to the store. In addition, it became clear that the number of table touches, which increases the willingness to return to the store, differs depending on the type of business.

For the above reasons, it is possible to use the movements of staff, which are highly correlated with customer satisfaction, as survey items, measure the frequency and required time of the movements (for example, the number of table touches), and index them for management diagnosis. It will be possible.

According to a fact-finding survey of the inventor, a survey was conducted at stores with different return visit rates even in the same format. The lower the return visit rate, the longer the time required for the response or the greater the variation, and the number of table touches often falls below the standard for the number of times customers feel satisfied. Do you get it.

In addition, it became clear that the number of table touches also affects the unit price per customer per set of customers, and the unit price per customer is higher in stores where the number of table touches is above a certain standard than in stores where the number of table touches is below a certain standard. It became clear that there was a tendency to become.

From such an actual situation, if the movement of staff who has a high correlation with customer satisfaction is set as a survey item for each type of business, the frequency of the movement (for example, the number of table touches), the required time, etc. can be measured and indexed. , It is clear that it is useful for management diagnosis.

FIG. 1A shows and describes a configuration of a management diagnostic device according to an embodiment of the present invention.

As shown in FIG. 1A, the management diagnostic apparatus includes a control unit 1 such as a CPU (Central Processing Unit) that controls the entire control, and the control unit 1 includes a storage unit 2, an operation unit 3, and a control unit 1. It is connected to the measurement unit 4, the display unit 5, and the communication unit 6. The storage unit 2 includes a memory such as a RAM (Random Access Memory) and a ROM (Read Only Memory), a hard disk drive (Hard Disc Drive), and the like, and stores a program executed by the control unit 1. Further, the storage unit 2 logically includes an index database (hereinafter, abbreviated as DB) 21. The index DB 21 conceptually includes an index management table, a survey item management table, and the like, which will be described later.

The operation unit 3 is an operation device such as a mouse and a keyboard. The measuring unit 4 includes various sensors, cameras, and the like. The display unit 5 is a display device such as a liquid crystal display. The communication unit 6 is a communication interface that communicates with a server device (not shown) or the like via a network such as the Internet.

The control unit 1 functions as an input processing unit 11, an arithmetic processing unit 12, and a display control unit 13 by executing the program of the storage unit 2.

The input processing unit 11 processes signals or data from the operation unit 3, the measurement unit 4, and the communication unit 6. For example, when the keyboard or mouse which is the operation unit 3 is operated and the operation signal is input, the input processing unit 11 recognizes the operation signal and outputs text data or the like to the calculation processing unit 12. Further, when the image signal is input via the measurement unit 4, the input processing unit 11 performs image processing and outputs the image data to the arithmetic processing unit 12. Further, when the image data or the like is input via the communication unit 6, the input processing unit 11 processes the image data and outputs the processed image data to the arithmetic processing unit 12.

The arithmetic processing unit 12 receives the data input processed by the input processing unit 11 and performs various arithmetic processing. More specifically, as shown in FIG. 1B, the arithmetic processing unit 12 functions as at least an indexing processing unit 12a, a survey item specifying processing unit 12b, and an improvement item specifying processing unit 12c. The indexing processing unit 12a generates an index used for the management diagnosis and registers it in the index DB 21. The survey item specifying processing unit 12b specifies survey items to be investigated for improving the management of a company or the like that is a user. Then, the improvement item specifying processing unit 12c specifies an item to be improved by the user company or the like. In addition to the above, the display control unit 13 controls the display unit 5 to perform various displays based on the result of the above arithmetic processing.

Here, an example of the index management table is as shown in FIG.

As shown in the figure, in the index management table, the major classification / middle classification / minor classification of the industry to which the user belongs, the viewpoint of the survey, the survey items, the survey results, and the evaluation are managed in association with the index ID. To. The index ID is an ID given by the indexing processing unit 12a at the time of indexing processing. The major classification consists of, for example, manufacturing, service, and others. For example, if the major classification is the service industry, the middle classification consists of eating out, pharmacies, ..., and others. The sub-category consists of full service, self-service, ..., etc., for example, if the middle category is eating out.

The perspective of the survey consists of customer satisfaction, productivity, ..., and so on. The customer satisfaction mentioned here can be measured from the rate of return visits and the improvement of the customer unit price. Productivity can be measured by shortening working hours and improving turnover. The survey items are items that are preferably surveyed according to the above classification and the viewpoint of the survey. Survey items can be selected from predetermined candidates during indexing processing. In this way, one of the features is that the survey items can be selected according to the type of business.

For example, as for the survey items related to the store management of the service industry, various items are prepared in advance at the following time intervals and are presented in a selectable manner.
・ Staff movement from entry to seating ・ Staff movement from seating to taking an order ・ Staff movement from taking an order until the food is served ・ Staff until the food is served and the food is served Operation-The operation of the staff from leaving the seat to leaving the store The presentation here means, for example, displaying a selection branch on the screen to encourage the user to operate, but the present invention is not limited to this.

In the index management table, the actual survey results (time required for staff operation, frequency, number of times, etc.) and the evaluation of the survey results are also registered in association with these. As for the evaluation, for example, a quantitative evaluation may be given on a 5-point scale, or a qualitative evaluation such as an evaluation comment may be registered.

On the other hand, an example of the survey item management table is as shown in FIG.

As shown in the figure, in the survey item management table, the index of the major classification, middle classification, minor classification, survey viewpoint, survey item, and reference index of the industry to which the user belongs is associated with the item ID. ID is managed. The interpretation of the major classification, middle classification, minor classification, and survey viewpoint of the industry to which the user belongs is as described above. Once these contents are confirmed, the corresponding survey items and reference indicators can be specified.

Hereinafter, the processing procedure of the indexing process will be described in detail with reference to the flowchart of FIG. Here, the screen transition diagrams of FIGS. 5 (a) to 5 (f) are appropriately referred to.

When the process is started, the input screen is displayed on the display unit 5 under the control of the display control unit 13, and a predetermined input from the operation unit 3, the measurement unit 4, or the like is accepted (S1).

In detail, under the control of the display control unit 13, a screen as shown in FIG. 5A is displayed on the display unit 5, prompting the selection of a major classification. When the major classification is selected and the "Next" button is pressed, the screen as shown in FIG. 5B is displayed on the display unit 5 under the control of the display control unit 13, and the middle classification is selected. Is prompted. When the middle category is selected and the "Next" button is pressed, the screen as shown in FIG. 5 (c) is displayed on the display unit 5 under the control of the display control unit 13, and the minor category is selected. Is prompted. When a sub-category is selected and the "Next" button is pressed, a screen as shown in FIG. 5D is displayed on the display unit 5 under the control of the display control unit 13, and the viewpoint of the investigation is viewed. You will be prompted to make a choice. When the viewpoint of the survey is selected and the "Next" button is pressed, the screen as shown in FIG. 5 (e) is displayed on the display unit 5 under the control of the display control unit 13, and the survey items are displayed. You will be prompted to make a choice. As for the survey items, candidates suitable for the user's business type and survey viewpoint are displayed in a selectable manner. When the survey item is selected and the "Next" button is pressed, a screen as shown in FIG. 5 (f) is displayed on the display unit 5 under the control of the display control unit 13, and the survey result and evaluation are performed. Prompt for input. In this example, a text input is assumed for the survey results, and a 5-step evaluation (A to E) selection formula is assumed for the evaluation. When the survey result and evaluation are input and selected and the "register" button is pressed, it is determined that the operation input has been completed (S2 is branched to YES), and the input process is proceeded. Of course, the survey result may be downloaded from the external server device via the communication unit 6.

Subsequently, the input processing unit 11 processes the data selected and input as described above by the operation of the operation unit 3 (S3). Then, the indexing processing unit 12a issues an index ID, associates it with the index ID, and registers the data previously input and processed by the input processing unit 11 in the index management table of the index DB 21 (S4). Then, the registered new index is displayed on the display unit 5 under the control of the display control unit 13 and presented to the user (S5). In this way, a series of processes related to the indexing process is completed.

Next, the processing procedure of the investigation item specifying process will be described in detail with reference to the flowchart of FIG. Here, the screen transition diagram of FIG. 7 is referred to as appropriate.

When the process is started, an input screen is displayed on the display unit 5 under the control of the display control unit 13, and a predetermined input from the operation unit 3, the measurement unit 4, or the like is accepted (S11).

In detail, under the control of the display control unit 13, a screen as shown in FIG. 7A is displayed on the display unit 5, prompting the selection of a major classification. When the major classification is selected and the "Next" button is pressed, the screen as shown in FIG. 7B is displayed on the display unit 5 under the control of the display control unit 13, and the middle classification is selected. Is prompted. When the middle category is selected and the "Next" button is pressed, the screen as shown in FIG. 7 (c) is displayed on the display unit 5 under the control of the display control unit 13, and the minor category is selected. Is prompted. When a sub-category is selected and the "Next" button is pressed, a screen as shown in FIG. 7 (d) is displayed on the display unit 5 under the control of the display control unit 13, and the viewpoint of the investigation is viewed. You will be prompted to make a choice. When the viewpoint of the investigation is selected and the "Next" button is pressed (S12 is branched to Yes), the process proceeds to the input process.

Subsequently, the input processing unit 11 processes the data selected and input as described above by the operation of the operation unit 3 (S13). Then, the survey item specifying processing unit 12b refers to the survey item management table, extracts the item ID that matches the input industry type and the viewpoint of the survey, and identifies the survey item associated with the item ID. At the same time, a reference index is specified (S14). In this way, under the control of the display control unit 13, the screen as shown in FIG. 7 (e) is displayed on the display unit 5. In this example, the survey items recommended as surveys for improving business performance and the contents of reference indicators are shown. As for the reference index, a reference display such as "Item 1 has been evaluated well by XX in the past" is displayed. Therefore, the user can recognize that the survey based on the survey item is effective for improving the business performance of the company and can determine the survey item of the company. In this way, a series of processes related to the survey item identification process is completed.

Next, the processing procedure of the improvement item specifying process will be described in detail with reference to the flowchart of FIG. Here, a display example of the screen of FIG. 9 is referred to as appropriate.

It is premised that the user has registered his / her own business type, survey viewpoint, and survey item in the management diagnostic device in advance. Under that premise, the user inputs an operation by operating the operation unit 3, or receives the input data from the measurement unit 4 and the input data received from the external server device via the communication unit 6, and the input processing unit 11 Performs input processing (S21).

For example, assuming that the external server device analyzes the video of the staff operation and specifies the required time and frequency of the operation by machine learning etc., it is related to the required time and frequency of the staff operation from the external server device. The data is received and the input processing unit 11 processes them.

Further, when the measurement unit 4 is a camera and the input processing unit 11 receives the image data captured by the camera, the input processing unit 11 transmits them to the external server device via the communication unit 6 and sends them to the external server device. The required time and frequency of staff operation are specified by machine learning or the like, data related to the specified time and frequency of staff operation is received via the communication unit 6, and the input processing unit 11 processes them. ..

In addition, it is of course possible to further provide a machine learning unit in the control unit 11 so as to specify the required time and frequency of staff operation by deep learning or the like.

Subsequently, the improvement item specifying processing unit 12c specifies an item to be improved based on the data input processed by the input processing unit 11 (S22). For example, when the survey item is "number of table touches" and the number of times is smaller than the survey result (number of times) of the related index managed in the index management table of the index DB 21, the survey item is concerned. Identify that the staff behavior related to is an item that should be reviewed for management improvement. In this way, the display control unit 13 displays the screen as shown in FIG. 9 on the display unit 5 (S23). In this example, the items to be improved are shown, and the evaluation, that is, the percentage of achievement rate of the survey result compared to the reference value is shown. In this way, a series of processes related to the improvement item identification process is completed.

FIG. 10 shows and describes a hardware configuration example of the management diagnostic device according to the present embodiment.

As shown in the figure, the management diagnostic apparatus is composed of a personal computer 100 and the like, and the personal computer 100 includes a CPU 101, an HDD 102, a ROM 103, a RAM 104, a communication I / F 105, an external I / F 106, and a display device 107. , And an operating device 108. Each of these elements is freely connected via the control bus 109.

In such a configuration, the CPU 101 controls. The HDD 102 is a non-volatile storage device that holds programs and various data. The ROM 103 is a non-volatile memory in which programs and various data are stored. The RAM 104 is a volatile memory that provides a work area when a program is executed or the like. The CPU 101 functions as a management diagnostic device by reading and executing a program such as the HDD 102. In addition, the communication I / F 105 is an interface that realizes communication with an external device.

As described above, according to one embodiment of the present invention, it is an apparatus for constructing an index (KPI) used for management diagnosis and performing management diagnosis using the index, and is an input process for processing input data. The indexing processing unit 12a includes a unit 11, an indexing processing unit 12a that generates and registers an index based on the processed data, and a storage unit 2 that stores the index, and the indexing processing unit 12a is a user's business type and survey. The viewpoint, survey item, survey result, and evaluation are associated and registered in the storage unit 2 as one index, and the survey item is selected by the user from a plurality of candidates that match the user's business type and survey viewpoint. The management diagnostic equipment that has become is provided. Therefore, according to this management diagnostic device, when the index is generated, candidates for survey items that match the business type, survey viewpoint, etc. prepared in advance are presented to the user, and the user surveys the items from the items. It is possible to generate an index simply by selecting and inputting the survey results and evaluation. Since this index is accumulated in the index DB 21, big data is constructed, and it goes without saying that the accuracy of the management diagnosis using the index increases as the input progresses.

Further, according to one embodiment of the present invention, a device for constructing an index (KPI) used for management diagnosis and performing management diagnosis using the index, a storage unit 2 for storing the index, and a predetermined display. The display unit 5 that performs the operation, the input processing unit 11 that processes the input data, and the survey items related to the management diagnosis based on the processed data, which matches the user's industry and the viewpoint of the survey. A survey item specifying processing unit 12b for specifying a candidate for a survey item and specifying a reference index, and a display control unit 13 for controlling display by the display unit 5 are provided, and the display control unit 13 is the display unit 5 described above. Is provided with a management diagnostic device that controls to display the survey items specified by the survey item specifying processing unit 12b and to display the above-mentioned index as a reference. Therefore, it is possible to specify the items to be investigated at the time of management diagnosis only by specifying the type of business and the viewpoint of the investigation. Therefore, if the consultant etc. uses this device, the investigation items suitable for the client can be quickly selected. It becomes possible to decide on. At this time, a reference index is also presented, which can be useful in determining the survey items.

Further, according to one embodiment of the present invention, a device for constructing an index (KPI) used for management diagnosis and performing management diagnosis using the index, a storage unit 2 for storing the index, and a predetermined display. The display unit 5 that performs the operation, the input processing unit 11 that processes the input data, the improvement item specifying processing unit 12c that specifies the improvement item based on the processed data, and the display that controls the display by the display unit 5. A control unit 13 is provided, and the improvement item identification processing unit 12c identifies a survey item to be improved by comparing the user's industry, survey viewpoint, survey item, and survey result with an index, and the display control unit 13 Is provided with a management diagnostic device that controls the display unit 5 to display the survey items to be improved and the evaluation thereof. Therefore, it is possible to specify points to be improved from the viewpoint of management diagnosis as survey items based on the actually measured data and the like.

Further, according to one embodiment of the present invention, there is a method of constructing an index used for management diagnosis and performing management diagnosis using the index, which is a first step (S3) of processing input data and processing. It has a second step (S4) for generating and registering an index based on the obtained data, and a third step (S4) for storing the index. , Survey results, and evaluations are registered as one index in association with each other, and the survey items are provided with a management diagnosis method that is presented to the user from a plurality of candidates that match the user's industry and the viewpoint of the survey. .. Therefore, according to this management diagnosis method, when the index is generated, candidates for survey items that match the business type, survey viewpoint, etc. prepared in advance are presented to the user, and the user surveys the items from the items. It is possible to generate an index simply by selecting and inputting the survey results and evaluation. Since this index is accumulated in the index DB 21, big data is constructed, and it goes without saying that the accuracy of the management diagnosis using the index increases as the input progresses.

Further, according to one embodiment of the present invention, a method of constructing an index used for management diagnosis and performing management diagnosis using the index, the first step (S13) of processing input data, processing. The second step (S14), which identifies the survey items related to the management diagnosis based on the obtained data, identifies the candidates for the survey items that match the user's industry and the viewpoint of the survey, and identifies the reference index. And a third step (S15) for controlling the display. In the third step, the survey item specified by the survey item specification processing unit is displayed, and the management diagnosis is controlled to display a reference index. The method is provided. Therefore, it is possible to identify the items to be investigated at the time of management diagnosis only by specifying the type of business and the viewpoint of the investigation. Therefore, consultants, etc. can quickly select the investigation items suitable for the client by using this method. It becomes possible to decide. At this time, a reference index is also presented, which can be useful in determining the survey items.

Then, according to one embodiment of the present invention, it is a method of constructing an index used for a management diagnosis and performing a management diagnosis using the index, and the first step (S21) of processing the input data and the processing. It has a second step (S22) for specifying improvement items based on the obtained data and a third step (S23) for controlling display. By comparing the survey results with the above indicators, the survey items to be improved are specified, and in the third step, the survey items to be improved and the management diagnosis method for controlling to display the evaluation are provided. Therefore, it is possible to specify points to be improved from the viewpoint of management diagnosis as survey items based on the actually measured data and the like.

As described above, according to the management diagnostic apparatus and method according to the embodiment of the present invention, the staff movement having a high correlation with the store performance for each business type is set as a survey item, and the frequency and required time are automatically calculated. It becomes possible to perform a management diagnosis.

Although one embodiment of the present invention has been described above, it goes without saying that the present invention is not limited to this and various improvements and changes can be made without departing from the spirit of the present invention.

For example, the survey items are not limited to those described above, and it goes without saying that additional changes may be made as appropriate for each type of business.

1 ... Control unit, 2 ... Storage unit, 3 ... Operation unit, 4 ... Measurement unit, 5 ... Display unit, 6 ... Communication unit, 11 ... Input processing unit, 12 ... Arithmetic processing unit, 12a ... Indexing processing unit, 12b ... Survey item specific processing unit, 12c ... Improvement item specific processing unit, 13 ... Display control unit, 21 ... Database.

Claims (4)

It is a device that builds an index used for management diagnosis and performs management diagnosis using the index.
A storage unit that stores the index and
A display unit that performs a predetermined display and
An input processing unit that processes the input data, and
An improvement item identification processing unit that specifies improvement items based on the processed data,
A display control unit that controls display by the display unit is provided.
When the survey item is the number of table touches, the improvement item specifying processing unit may use the table touch count when it is smaller than the number of survey results of the related index managed by the storage unit. Identifying that staff behavior related to survey items should be reviewed for management improvement,
The display control unit is a management diagnostic device that controls the display unit to indicate items to be reviewed for the management improvement and to display the achievement rate as an evaluation related to the items. It also has a communication unit
The communication unit receives data related to the required time and frequency of staff operation including the number of times the table is touched specified by the external server device.
The management diagnostic device according to claim 1, wherein the input processing unit processes the received data. It is a method of constructing an index used for management diagnosis and performing a management diagnosis using the index.
The first step in which the storage unit stores the index,
The second step in which the input processing unit processes the input data,
The third step in which the improvement item identification processing unit identifies the improvement item based on the processed data, and
The display control unit has a fourth step of controlling the display.
In the third step, when the investigation item is the number of table touches, the improvement item specifying processing unit is compared with the number of times the table touch count is the investigation result of the related index managed by the storage unit. If the number is small, identify that the staff movement related to the above survey item is an item that should be reviewed for management improvement.
In the fourth step, a management diagnosis method for controlling so as to indicate an item to be reviewed for the management improvement and to display an achievement rate as an evaluation related to the item. The communication unit further has a fifth step of receiving data relating to the required time and frequency of staff operation including the number of table touches specified by the external server device.
The management diagnosis method according to claim 3, wherein in the second step , the input processing unit processes the received data.

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