WO2011128961A1

WO2011128961A1 - Behavior evaluation system

Info

Publication number: WO2011128961A1
Application number: PCT/JP2010/056518
Authority: WO
Inventors: 斉藤　浩
Original assignee: 株式会社ティ・エム・エフ・クリエイト
Priority date: 2010-04-12
Filing date: 2010-04-12
Publication date: 2011-10-20

Abstract

Disclosed is a behavior evaluation system for comprehensively evaluating each behavior performed by a human resource from both subjective and objective sides to perform highly reliable human resource evaluations. The disclosed behavior evaluation system is constituted to comprise an evaluation information management server (10) which is an information processing device for managing information indicating content of a work evaluation for staff and a store manager managing the staff, staff terminals (20) operated by staff for registering evaluation information for the staff and other staff in the evaluation information management server (10), a director terminal (30) operated by a store manager for registering evaluation information for staff subject to management supervision in the evaluation information management server (10), a management-side terminal (40) operated by the management-side of the company by which the evaluation information can be viewed, and a customer terminal (50) operated by a customer visiting the store for registering evaluation information of staff of the store in the evaluation information management server (10).

Description

Behavior evaluation system

The present invention relates to a behavior evaluation system, and more particularly, to a behavior evaluation system that subjectively and objectively evaluates the behavior of staff employees and managerial employees in a company or the like using a computer connected via a network.

With the recent intensification of market competition and rapid globalization, companies are required to improve their competitiveness and business performance. Therefore, from the viewpoint of improving competitiveness and business performance, each company needs to accurately grasp the skills of employees and promote human resource development that leads to improved competitiveness and business performance.
On the other hand, employees also analyze and judge their own shortages and future points, and actively acquire new skills and qualifications to eliminate those shortages and further improve their skills. Awareness reform such as aiming at is necessary.

As a conventional technique for grasping the skills of such human resources, a skill management system, method, and program disclosed in Patent Document 1 have been proposed.
This skill management system disclosed in Patent Document 1 allows the employee or his / her educator to input the skill acquisition level (skill level) of the employee, and the input skill level of the employee and the employee's skill level. It is possible to easily determine the appropriateness of the employee in the job by comparing the skill level required in the job in charge with the radar chart.
JP2007-241673A

However, although the skill management system disclosed in Patent Document 1 is sufficiently effective in terms of skill level visualization, there is room for the evaluator's subjectivity to be included in the evaluation of the skill level. There is a problem that the skill level cannot always be accurately grasped.
Therefore, if the evaluation criteria are ambiguous or the evaluation of each evaluator is biased, it is highly likely that the evaluation of the human resource is not appropriate.

The present invention has been made in view of the above problems, and provides an action evaluation system that comprehensively evaluates each action performed by a person from both sides, subjective and objective, and performs highly reliable person evaluation. The purpose is to do.

In order to achieve such an object, a behavior evaluation system configured by connecting a staff terminal operated by a staff member belonging to a predetermined organization and an evaluation information management server for managing evaluation information for the staff through a network, When the staff terminal receives from the evaluation information management server information that asks the execution performance of the actions that the staff should perform on the job, the staff terminal inputs information indicating self-evaluation with respect to the execution performance, transmits the information to the evaluation information management server, and evaluates information management When the server receives information indicating the self-evaluation from the staff terminal, the server generates information indicating the skill level of the staff based on the information indicating the self-evaluation, and transmits the information indicating the acquired level of the skill to the staff terminal. It is characterized by doing.

Further, according to the present invention, when the staff terminal receives the information asking about the execution performance of the action from the evaluation information management server, the staff terminal inputs the information indicating the evaluation of the execution performance for the other staff of the colleague to the evaluation information management server. When the evaluation information management server receives the information indicating the evaluation of the execution performance of the colleague's other staff from the staff terminal, the evaluation information management server receives the colleague's other staff based on the received information and the information indicating the self-evaluation by the colleague's other staff. Information indicating the skill acquisition level of other staff is generated, and information indicating the acquired skill level of the skill is transmitted to a staff terminal operated by another staff member of the colleague.

In addition, according to the present invention, it further includes a manager terminal that is operated by a manager who supervises and supervises a staff in a predetermined organization, and the manager terminal is based on a manager who is based on a performance record of actions that the staff should perform in the job. Information indicating the evaluation of the staff is input and transmitted to the evaluation information management server. When the evaluation information management server receives information indicating the evaluation of the staff by the manager from the manager terminal, the evaluation by the manager is performed on the staff. Generating information indicating the skill level of the staff based on the information indicating the skill level, and transmitting to the staff terminal at least one of the information indicating the skill level acquired and evaluation of the staff by the manager To do.

In addition, according to the present invention, the management side of the predetermined organization further has a management side terminal, the evaluation information management server, the information indicating the evaluation to the staff by the manager, the information indicating the self-evaluation by the staff, And the degree of divergence between the information indicating both evaluations is evaluated as the management supervision skill of the staff by the manager, and information indicating the evaluation of the manager is transmitted to the management terminal 3.

Further, according to the present invention, the evaluation information management server calculates a correction coefficient for making the evaluation of the staff uniform by the management staff based on the degree of divergence among the plurality of management staff, and Multiply the numerical value indicating the evaluation by the calculated correction factor to generate information indicating the evaluation of the staff by the new manager, and based on the information indicating the evaluation of the staff by the newly generated management Information indicating a skill acquisition level is generated, and information indicating the acquired skill level is transmitted to a staff terminal.

Further, according to the present invention, a policy request operated by a person who requests a manager to execute an action to be performed in accordance with an operation policy formulated by the management side or an action to be performed as a human resource desired by the management side. The manager terminal and the policy request terminal further input at least one of execution result information indicating whether or not an action to be performed by the manager should be performed and image information proving the execution. When the management side terminal acquires at least one of the registered execution result information and image information from the evaluation information management server, the management side terminal transmits at least one of the acquired execution result information and image information. Evaluation information for the manager is generated based on the information, and the generated information is transmitted to at least one of the manager terminal and the policy request terminal.

In addition, according to the present invention, there is further provided a customer terminal operated by a customer of a predetermined organization, and the customer terminal inputs information indicating evaluation to the staff by the customer based on the execution performance of the action that the staff should perform on the job The evaluation information management server receives the information indicating the evaluation of the staff by the customer from the customer terminal, and the skill information of the staff based on the information indicating the evaluation by the customer to the staff or the administrator. The information indicating the acquisition level of the skill is generated, and the information indicating the acquisition level of the generated skill is transmitted to the staff terminal.

Further, according to the present invention, the customer terminal inputs execution result information indicating whether or not the action to be performed by the manager is performed and image information that proves whether or not the action is performed, and transmits it to the evaluation information management server When the management-side terminal acquires at least one of the registered execution result information and image information from the evaluation information management server, the management-side terminal, based on at least one of the acquired execution result information and image information, It is characterized by generating evaluation information for.

Further, according to the present invention, the staff terminal inputs information indicating an improvement plan for a task in a predetermined organization and transmits the information to the evaluation information management server, and the evaluation information management server transmits information indicating the improvement plan. When received, the information is generated as an action to be performed by the staff as an action to be taken by the staff.

Further, according to the present invention, the evaluation information management server includes, in the information indicating the skill acquisition level, a job action related to a skill with a predetermined level or higher and a low performance record, and a level of acquisition below the predetermined level. The information indicating the skill level of the staff to promote the improvement of at least one of the job behavior related to the skill and the performance performance with a low performance record is generated and transmitted to the staff terminal.

Further, according to the present invention, the evaluation information management server selects an action that requires a high level of skill for execution when the learning level is greater than or equal to a predetermined level based on information indicating the level of skill acquisition of the staff. In the case of the above, it is characterized in that an action that is easy to execute is selected, information that asks the execution performance of the action is created based on the selected action, and is transmitted to the staff terminal.

Further, according to the present invention, when the evaluation information management server is requested to acquire the registered evaluation information from the staff terminal or the manager terminal, the polygon radar chart having the evaluation information as the evaluation axis of the staff skill And the converted radar chart evaluation information is transmitted to the requesting terminal.

In addition, according to the present invention, the staff is in charge of a process in which a stage, which is a unit of work completed by executing a plurality of actions, is completed in a step-by-step manner to obtain a predetermined job result. When the evaluation information management server receives from the staff terminal information indicating that all of a plurality of actions necessary for completion of the stage have been executed or information indicating intention to proceed to the next stage, It is characterized in that information that asks the execution results of a plurality of actions necessary for completion of the stage is sent to the staff terminal.

According to the present invention, the staff terminal transmits information indicating the execution history of each stage by the staff to the evaluation information management server, and the evaluation information management server receives information indicating the execution history of each stage from the staff terminal. Then, the time required for the staff to complete each stage based on the information is calculated, and the calculated information is transmitted in response to the acquisition request.

Further, according to the present invention, the evaluation information management server includes an action evaluation point given according to the difficulty level of each of a plurality of actions required for completion of the stage, and a stage difficulty coefficient indicating the difficulty level of completion of the stage. And the progress bonus coefficient that evaluates the completion of the stage are managed in a table, and when information indicating that the action necessary for the completion of the stage has been received is received, the table is referred to and the action evaluation points are totaled for each stage. Multiply the action evaluation points totaled for each stage by the corresponding stage difficulty coefficient, and multiply the total stage action evaluation points by the progress bonus coefficient to multiply the stage difficulty coefficient by the stage difficulty coefficient. It is a feature that the total of the action evaluation points that have been collected is totaled for the entire process and managed as an evaluation point for each staff member. To.

Further, according to the present invention, the staff terminal inputs the expected amount information indicating the final sales amount predicted at the completion of each stage, and transmits the estimated amount information to the evaluation information management server. The evaluation information management server When the information is received from the staff terminal, a stage in which the predicted final sales amount is reduced by a predetermined value or more from the previous stage is extracted, and the extracted stage information is transmitted in response to the acquisition request. .

Further, according to the present invention, the evaluation information management server transmits information to the staff terminal that prompts an action necessary for completion of the stage, and when the time required to complete the stage is a predetermined time or more, Alternatively, when the numerical value indicating the probability of completing the stage is less than a predetermined value, the information for prompting the action is the content for prompting the specific action, and the time required for completing the stage is the predetermined time. If the value is less than or equal to or greater than a predetermined value indicating the probability of completing the stage, the information indicating the action is content that promotes an abstract action that combines a plurality of specific actions. It is characterized by being.

Further, according to the present invention, the staff terminal inputs the comment information of the report, contact or consultation to the manager from the staff in association with the action necessary for the completion of the stage, and transmits to the evaluation information management server for registration. When the evaluation information management server receives a comment information acquisition request from the manager terminal, the evaluation information management server generates the list information by arranging the comment information of the staff under management supervision of the manager who operates the manager terminal in a predetermined order, It is transmitted to the manager terminal.

Further, according to the present invention, the evaluation information management server sets the comment information of the importance of the stage set in advance, the final sales amount predicted when the comment information is input, or the contract probability predicted by the staff. It is characterized in that the information of the list is generated by arranging in descending order.

Further, according to the present invention, the staff terminal transmits accounting data including the type of product sold or provided in the store to the evaluation information management server, and the evaluation information management server receives the accounting data from the staff terminal. Based on the accounting data, the number of items in the store is managed, and based on the number of items, predetermined information is extracted from information indicating measures for improving sales or profits that are stored in advance in the machine. The information indicating the extracted measures for improving sales or profit is transmitted to the staff terminal.

According to the present invention, the staff terminal inputs information indicating the staff executed according to the content of the information indicating the countermeasure, and transmits the information to the evaluation information management server. The evaluation information management server indicates the staff who has performed the countermeasure. When information is received, evaluation points are assigned to the staff for management.

It should be noted that any combination of the above-described constituent elements, or those obtained by replacing the constituent elements and expressions of the present invention with each other among methods, apparatuses, systems, computer programs, recording media storing computer programs, and the like are also included in the present invention. It is effective as an embodiment of

According to the behavior evaluation system of the present invention, when the staff terminal receives from the evaluation information management server information that asks the execution performance of the behavior that the staff should perform on the job, the staff terminal inputs information indicating self-evaluation with respect to the execution performance and evaluates it. When the information indicating the self-evaluation is received from the staff terminal, the evaluation information management server generates and generates information indicating the skill level of the staff based on the information indicating the self-evaluation. Since the information indicating the skill acquisition level is transmitted to the staff terminal, the staff can easily and objectively acquire the skill level of his / her own skill by simply answering whether or not he / she has taken action. It becomes possible to grasp it.
Further, the management side and the store manager can objectively evaluate the staff, and by assigning the staff to an appropriate department (in charge), it is possible to realize an ideal suitable place for the right person. Furthermore, since the management side and the store manager can easily grasp the abilities of each individual staff member, it is possible to accurately navigate the growth of the staff member and to educate the staff effectively.

[First Embodiment]
<Overview>
The behavior evaluation system according to the first embodiment of the present invention is based on the content of the behavior performed by a person (hereinafter referred to as a staff) who actually performs a business-related behavior in an organization such as a company. It is a system that performs evaluation (whether the staff is properly performing the given business actions). In addition to the self-evaluation by the staff, the overall evaluation of the staff is performed based on the evaluation of each of the other staff of the colleague, the manager who supervises and supervises the staff, and the customer of this company.
In this embodiment, for example, a numerical value indicating how much each staff has acquired a plurality of skills such as “communication ability”, “execution ability”, “challenge spirit”, “task discovery ability”,. Evaluate the staff by points).
In addition, work evaluation for managers who supervise the staff (whether appropriate management supervision for staff) is also performed.
Hereinafter, in this embodiment, as an example, the organization to which this system is applied is a company that manages a plurality of restaurants, the above-mentioned staff is the staff who serves customers and cooks at the restaurant, and the above-mentioned manager is the same The manager of the store where the staff works. Further, the aforementioned customer is a customer who visits a store where the staff works.

<Configuration>
FIG. 1 is a diagram showing the configuration of the behavior evaluation system in the first embodiment of the present invention. Hereinafter, the configuration of the behavior evaluation system will be described with reference to the drawings.
As shown in the figure, the behavior evaluation system according to the present embodiment includes an evaluation information management server 10 that is an information processing apparatus that manages information (hereinafter referred to as evaluation information) indicating the contents of work evaluation for a staff or a store manager, and the staff. The staff terminal 20 that registers the evaluation information for itself and other staff in the evaluation information management server 10 and the store manager operates to register the evaluation information for the staff to be supervised in the evaluation information management server 10. The managerial terminal 30, the management terminal 40 that can be operated by the management of the company and browse the evaluation information, and the customer who visits the store operates the evaluation information of the staff of the store in the evaluation information management server 10. And a customer terminal 50 to be registered.
Hereinafter, the configuration of each of the information processing apparatuses 10 to 50 configuring these behavior evaluation systems will be described.

The evaluation information management server 10 is an information processing apparatus such as a workstation managed by the management company of the store or an information management business operator who is requested by the company and manages evaluation information.
As described above, the evaluation information management server 10 manages the evaluation information for the staff received from the staff terminal 20, the manager terminal 30 or the customer terminal 50 and the evaluation information for the store manager described later.
Further, the evaluation information management server 10 determines an element having a problem when the staff performs an appropriate job based on the evaluation information for the staff. Then, in order to improve the element, information indicating the items of actions to be performed by the staff in the future (hereinafter referred to as improvement diagnosis information) is created and transmitted to the staff terminal 20, and the staff is encouraged to take appropriate working actions. .

FIG. 2 is a diagram showing in detail the configuration of the evaluation information management server 10.
As shown in the figure, the evaluation information management server 10 includes a control unit 11 including a CPU that controls the entire server 10 and a communication unit 12 that transmits and receives various types of information between the terminals 20 to 50 via a network. And a storage unit 13 for storing various types of information.

As shown in the figure, the storage unit 13 includes a staff database (DB) 100 for managing staff personal information and evaluation information for the staff, and personal information of managers (store managers) and managers. A management database (DB) 200 for managing evaluation information, and an action database (DB) 300 for managing a correspondence relationship between the work behavior performed by the staff and the types of skills highly evaluated by performing this work behavior; Is stored.

The manager DB 200 is a database for managing personal information (name, gender, support date, email address,...) Of the manager who is a manager and evaluation information for the manager.
Further, the manager DB 200 manages the store manager ID and the subordinate staff ID in association with each other.

Also, the behavior DB 300 correlates the behavioral behavior necessary for the staff to perform an appropriate task and the skill (skill) of the staff evaluated by performing this behavior.
As described above, in the present embodiment, the staff is evaluated based on the numerical value indicating the skill level of each skill. In the above-described behavior DB 300, for example, an action of “greeting the customer with a smile” is performed. When the staff performs, the relationship between the behavior and the numerical value indicating the skill acquisition level is managed such that a point “1” is given to the skill of “communication ability”.
In the action DB 300, priorities of A to E (the priority is higher in the order of A → E) are set for each action. The higher the priority, the easier and more necessary it is to perform.

The staff terminal 20 is an information processing apparatus such as a PC or a mobile terminal (such as a mobile phone, PHS or PDA) operated by a staff. The staff terminal 20 has a function of transmitting / receiving information via a network, a function of storing information, a function of inputting information, and a function of displaying information, like a general PC.
The staff uses the staff terminal 20 to register evaluation information for itself and other staff in the evaluation information management server 10.
The staff also uses the staff terminal 20 to receive the above-described execution evaluation sheet from the evaluation information management server 10 and displays it on the screen. Then, on the screen, you can see whether or not you actually did one of the action items (whether you greeted the customer or picked up an order within 1 minute after calling) And the selection information is transmitted to the evaluation information management server 10.

The manager terminal 30 is an information processing apparatus such as a PC or a mobile terminal (such as a mobile phone, PHS or PDA) operated by the store manager. The manager terminal 30 has a function of transmitting / receiving information via a network, a function of storing information, a function of inputting information, and a function of displaying information, like a general PC.
The manager uses the manager terminal 30 to register the evaluation information for each staff in the evaluation information management server 10.
Further, using the manager terminal 30, the evaluation information registered by itself or the staff can be received from the evaluation information management server 10, displayed on the screen, and browsed.

The management-side terminal 40 is an information processing apparatus such as a PC or a mobile terminal (such as a mobile phone, PHS or PDA) that is operated by the management side of the company. The management side terminal 40 has a function of transmitting / receiving information via a network, a function of storing information, a function of inputting information, and a function of displaying information, like a general PC or the like.
The management side can use the management side terminal 40 to receive the evaluation information for the staff and the store manager from the evaluation information management server 10, display it on the screen, and browse it.

The customer terminal 50 is an information processing apparatus such as a PC or a mobile terminal (such as a mobile phone, PHS or PDA) operated by a customer. The customer terminal 50 has a function of transmitting / receiving information via a network, a function of storing information, a function of inputting information, and a function of displaying information, like a general PC.
The customer uses the customer terminal 50 to register the evaluation information of the staff who has served himself and the cooking staff in the evaluation information management server 10.

<Basic evaluation method>
Hereinafter, although each operation | movement by the action evaluation system in this Embodiment is demonstrated, the basic evaluation method with respect to the staff by the action evaluation system in this Embodiment is demonstrated first before that.

FIG. 3 is a diagram illustrating an example of a data configuration of the action DB 300 according to the first embodiment of this invention.
As shown in the figure, the behavior DB 300 has a large, medium, and small three-layer data structure. One large item corresponds to a plurality of medium items, and one medium item corresponds to a plurality of small items. It is attached and managed.
Specifically, items indicating staff skills such as “communication ability”, “execution ability”, “challenge spirit”, “issue discovery ability”,... Are managed in large items. In addition, in the middle items associated with these large items, job actions related to the skill are expressed in a slightly abstract form. In addition, in the small items associated with each of the middle items, a plurality of action contents that more specifically express the action contents shown in the middle item are shown. The priorities A to E described above are set for the actions of these sub-items.
For example, the major item “communication ability” is composed of a plurality of medium items such as “greet and respond to customers”, “greet staff and associates in the store”, and so on. In addition, the middle item “greet and respond to customers” says “greet customers with a smile (priority A)” and “thank you in a loud voice when customers return ( Priority B) ”,...
When evaluating staff, the specific action contents shown in each of the above-mentioned sub-items are evaluated as “Available (executed)” or “Cannot (not implemented)”, and predetermined depending on these evaluations Points will be awarded. Then, for each middle item, the points for these small items are added together, and further, the summed points for these middle items are added for each major item.
And finally, it becomes possible to make a radar chart using the points summed up in each major item as an evaluation axis and easily visualize the skills of the staff.

<Operation>
(1) Self-evaluation of staff First, the operation of the behavior evaluation system when the staff performs self-evaluation will be described.
FIG. 4 is a sequence chart showing the flow of operation by the behavior evaluation system when the staff performs self-evaluation. Hereinafter, the operation will be described with reference to FIG.

First, the staff uses the staff terminal 20 to request the evaluation information management server 10 to acquire an execution evaluation sheet (step S101).

FIG. 5 is a diagram showing an example of the execution evaluation sheet.
As shown in the figure, the execution evaluation sheet is screen information indicating the contents of actions (small items) that the staff should perform on the job, and is used to ask the staff about the performance of the actions. For each action shown on this execution evaluation sheet, either “Yes (executed)” or “No (not executed)” is input.
In this execution evaluation sheet, an upper limit and a lower limit are set in advance for each action that asks for an execution result. The staff replies “Yes (executed)” when the content of the action taken by the staff is within the range between the upper limit and the lower limit. On the contrary, when it is out of the range between the upper limit and the lower limit, “No (not executed)” is answered.
For example, suppose that the execution performance of the action “wiping the table of the store for 15 to 30 minutes before opening” is questioned. In this case, the above-mentioned upper limit is “30 minutes” and the lower limit is “15 minutes”.
Therefore, if the staff wipes the table for less than 15 minutes or exceeds 30 minutes, an answer “No (not executed)” is input.
That is, if it is less than 15 minutes, the evaluation is low from the viewpoint that the table is not sufficiently cleaned. On the other hand, if it exceeds 30 minutes, the other work will be lessened accordingly, or a low evaluation will be made from the viewpoint of having to pay a wasteful hourly wage.

In response to the acquisition request, the evaluation information management server 10 transmits an execution evaluation sheet to the staff terminal 20 (step S102).
When the staff terminal 20 receives the execution evaluation sheet, the staff terminal 20 displays it on the screen (step S103).

The staff uses the staff terminal 20 to input an answer (“Yes” or “No”) to the presence / absence of action execution indicated on the execution evaluation sheet on the screen (step S104).
For example, when a question asking whether or not an action is executed is displayed on the execution evaluation sheet, such as “greet the customer with a smile”, “Yes” and “No” associated with this question are displayed. "Select one from the radio buttons.
In addition, the staff uses the staff terminal 20 to input his / her ID on the execution evaluation sheet on the screen (step S105).
The staff terminal 20 associates the ID of the staff and the current time information with the presence / absence of the input action execution, and transmits the information to the evaluation information management server 10 (step S106).

When the evaluation information management server 10 receives the information such as whether or not the action is executed, the evaluation information management server 10 registers the information in the staff DB 100 in association with the received staff ID and current time information (step S107).

Next, the evaluation information management server 10 refers to the behavior DB 300 described above, extracts points given to the behavior (small items) that answered whether or not to execute this time, and determines the points for each behavior of the middle item. , And for each major item skill, the data are registered in the staff DB 100 (step S108).
For example, when the reply information “Yes (executed)” is received for the action of the item “greet the customer with a smile” on the execution evaluation sheet, the evaluation information management server 10 With reference to this action DB 300, the points given when the action item (small item) is “Yes” are extracted, and the actions of all the small items associated with the middle item to which the action of the small item belongs are extracted. The points given to the middle item are added together, and the points given to all the middle item actions associated with the large item to which the middle item action belongs are added together and registered in the staff DB 100.

Next, the evaluation information management server 10 refers to the points assigned to each skill (major item) registered in the staff DB 100, creates improvement diagnosis information, and registers it in the storage unit 13 (step S109).

FIG. 6 is a diagram illustrating an example of the improvement diagnosis information.
As shown in the figure, the improvement diagnosis information includes a polygonal radar chart with points indicating the acquisition level of each skill as an evaluation axis, and comments urging the staff to improve their job behavior. ing.
For example, the evaluation information management server 10 extracts the maximum point skill from the above skills (large items), extracts a predetermined number of low point action items from the middle item action items associated with the skill, and further extracts them. A predetermined number is randomly extracted from the action items of the small items associated with the action items of the medium items. The action items of the small items extracted here are action items that are relatively infrequently executed among skills that have a high level of mastery. Therefore, “Your skill“ independence ”is great. In order to improve this skill, it is better to perform “XX (extracted small items)”. The improvement diagnosis information is provided with a comment that further extends the advantage of "."
Further, the evaluation information management server 10 extracts the skill of the minimum point from the skills (large items), extracts a predetermined number of action items of low points from the action items of the middle items associated with the skill, and further extracts It is also possible to randomly extract a predetermined number from the action items of the small items associated with the action items of the medium items. The action items of the small items extracted here are action items that are relatively infrequently executed among the skills that have a low level of mastery. Therefore, “Your skill“ communication ability ”is rated low. In order to improve this skill, it is a good idea to do “XX (extracted small items)”. The comment for prompting improvement of the shortcomings is indicated in the improvement diagnosis information.
In addition, as described above, in the action DB 300, the priorities A to E are set for the actions of the small items, and the evaluation information management server 10 extracts the actions of the small items extracted as the comments according to the priorities. Perform extraction. That is, the evaluation information management server 10 refers to the total points of each skill (major item) of the staff registered in the staff DB 100, and a skill (major item) with a high point has high execution difficulty. As described above, it is randomly extracted from the actions (small items) of A to E including. On the other hand, in a skill (large item) with a low point, only the items with low execution difficulty such as only A or only A and B are extracted at random.

In this way, the difficulty level of the action that prompts the execution in the comment of the improvement diagnosis information is adjusted according to the skill acquisition level of the staff, so that the staff can be stepped in step with the growth of the staff without frustration. Can acquire skills. That is, when the skill acquisition level is low, it is possible to improve the skill without overworking the staff by presenting a comment that encourages an action with a relatively low difficulty level. On the other hand, when the skill acquisition level is high, it is possible to make the staff acquire more advanced skills by presenting a comment that encourages an action with a relatively high difficulty level.

Next, the evaluation information management server 10 transmits the improved diagnosis information created as described above to the staff terminal 20 of the staff who performed the self-evaluation (step S110).
When the staff terminal 20 receives the improvement diagnosis information, the staff terminal 20 displays it on the screen (step S111). The staff confirms the content of the improved diagnosis information displayed on the screen and improves future behavioral behavior.
The improved diagnosis information is managed in the storage unit 13 of the evaluation information management server 10, and can be browsed by the store manager and the management side having access authority using the

terminals

30 and 40.

As described above, the evaluation information management server 10 determines the skill of the staff based on these answers only by the staff answering a simple question on the execution evaluation sheet, and based on the determined skill. Thus, since the staff is provided with improved diagnosis information indicating the points that the staff should improve in the future, the staff can easily and accurately grasp their skills.
In addition, the store manager and the management side can easily grasp the skills of the staff, and can accurately give guidance and assessment to the staff.

(2) Update by Staff Self-Evaluation Next, the operation of the behavior evaluation system when the staff who has performed self-assessment performs self-assessment multiple times as described above will be described.
FIG. 7 is a sequence chart showing the flow of operation by the behavior evaluation system when the staff performs self-evaluation multiple times. Hereinafter, the operation will be described with reference to FIG.

First, the staff uses the staff terminal 20 to request the evaluation information management server 10 to acquire an execution evaluation sheet (step S201).

The evaluation information management server 10 transmits an execution evaluation sheet to the staff terminal 20 in response to the acquisition request (step S202).
When the staff terminal 20 receives the execution evaluation sheet, the staff terminal 20 displays it on the screen (step S203).

The staff uses the staff terminal 20 to input an answer to the presence or absence of action execution indicated on the execution evaluation sheet on the screen (step S204).
The staff terminal 20 associates the ID of the staff and the current time information with the presence / absence of the input action execution, and transmits the information to the evaluation information management server 10 (step S205).

When the evaluation information management server 10 receives information such as whether or not the action is executed, the evaluation information management server 10 registers the information in the staff DB 100 in association with the received staff ID and current time information (step S206).

Next, the evaluation information management server 10 refers to the behavior DB 300 described above, extracts points given to the behavior (small items) that answered whether or not to execute this time, and determines the points for each behavior of the middle item. , And the skills of the major items are added together and registered in the staff DB 100 (step S207).

Next, the evaluation information management server 10 newly adds each skill (major item) based on both the points for each major skill item already registered in addition to the points for each major item skill already registered. Are calculated and registered in the staff DB 100 as accumulated evaluation information (step S208).
As a method for calculating the points of the accumulated evaluation information, for example, an average value of both points may be calculated for each skill. In addition, if the points of each skill registered this time are equal to or higher than the predetermined points, the points of each skill already registered are increased by a predetermined point, and if it is less than the predetermined points this time, it is already registered. A method may be used in which the points of each completed skill are reduced by a predetermined point.

Next, the evaluation information management server 10 refers to the points assigned to each skill (major item) registered in the staff DB 100, creates improvement diagnosis information, and registers it in the storage unit 13 (step S209).
This improved diagnosis information shows the radar charts of the evaluation information based only on the current self-evaluation and the accumulated evaluation information consisting of the current self-evaluation and the previous evaluation information, as well as comments based on these evaluations. ing.
Since the radar chart and the comment creation operation are the same as in the case of the self-evaluation described above, the details thereof are omitted.

Next, the evaluation information management server 10 transmits the improved diagnosis information created as described above to the staff terminal 20 of the staff who performed the self-evaluation (step S210).
When the staff terminal 20 receives the improvement diagnosis information, the staff terminal 20 displays it on the screen (step S211). The staff confirms the content of the improved diagnosis information displayed on the screen and improves future behavioral behavior.
The improved diagnosis information is managed in the storage unit 13 of the evaluation information management server 10, and can be browsed by the store manager and the management side having access authority using the

terminals

30 and 40.

As described above, when the staff answers a question on the execution evaluation sheet a plurality of times, the evaluation information management server 10 determines the skill of the staff based on these answers and generates evaluation information each time. At the same time, it also generates accumulated evaluation information that reflects the skills accumulated so far, and provides the staff with improved diagnosis information that evaluates their skills in the short and long term. It is possible to grasp the skill acquisition level and easily and accurately grasp the growth level of one's own skill.
In addition, the store manager and the management can easily grasp the skills of the staff in both the short term and the long term, and can provide the staff with accurate guidance and assessment. Furthermore, store managers and managers can improve their motivation for work by having their staff know the growth of their skills.

(3) Evaluation from Colleague Staff Next, the operation of the behavior evaluation system when the staff evaluates other staff of the colleague will be described.
FIG. 8 is a sequence chart showing a flow of operation by the behavior evaluation system when the staff evaluates other staff of the colleague. Hereinafter, the operation will be described with reference to FIG.

When the staff evaluates other colleagues, first, the staff terminal 20 is used to request the evaluation information management server 10 to acquire an execution evaluation sheet (step S301).

The evaluation information management server 10 transmits an execution evaluation sheet to the staff terminal 20 in response to the acquisition request (step S302).
When the staff terminal 20 receives the execution evaluation sheet, the staff terminal 20 displays it on the screen (step S303).

Using the staff terminal 20, the staff inputs an answer (“Yes” or “No”) to the presence / absence of action execution indicated in the execution evaluation sheet on the screen, and evaluates the staff of the colleague (step S304). ).
Further, the staff uses the staff terminal 20 to input the ID of the staff of the colleague who is the evaluation target (step S305).

The staff terminal 20 transmits the current time information to the evaluation information management server 10 in association with the input action execution status and the ID of the staff to be evaluated (step S306).

When the evaluation information management server 10 receives information such as the presence or absence of the action execution, the evaluation information management server 10 registers the information in the staff DB 100 in association with the received staff ID and current time information (step S307).

Next, the evaluation information management server 10 refers to the behavior DB 300 described above, extracts points given to the behavior (small items) that answered whether or not to execute this time, and determines the points for each behavior of the middle item. , And for each major item skill, the data are registered in the staff DB 100 (step S308).

Next, the evaluation information management server 10 is registered by the points given to each skill (major item) registered in the staff DB 100 and the self-evaluation of the staff of the colleague who is already registered in the staff DB 100 and is an evaluation target. Based on the points given to each skill (large item), the points of each skill (large item) of the staff of the colleague are calculated and registered in the staff DB 100 as self-other evaluation information ( Step S309).
As a method for calculating the points, for example, an average value of points indicating the skill acquisition levels of both the other person evaluation and the self-evaluation may be calculated for each point indicating the skill acquisition level of each skill.

Next, the evaluation information management server 10 refers to the points assigned to each skill (major item) registered in the staff DB 100, creates improvement diagnosis information, and registers it in the storage unit 13 (step S310).
In this improved diagnosis information, a self-evaluation of the staff of a colleague to be evaluated, an evaluation by other staff, and a radar chart of the evaluation combining these, and a comment based on these evaluations are shown.
Since the radar chart and the comment creation operation are the same as in the case of the self-evaluation described above, the details thereof are omitted.

Next, the evaluation information management server 10 transmits the improved diagnosis information created as described above to the staff terminal 20 of the staff of the colleague who is the object of evaluation (step S311).
When the staff terminal 20 receives the improvement diagnosis information, the staff terminal 20 displays it on the screen (step S312). The evaluated staff confirms the content of the improved diagnosis information displayed on the screen, and improves future behavioral behavior.
The improved diagnosis information is managed in the storage unit 13 of the evaluation information management server 10, and can be browsed by the store manager and the management side having access authority using the

terminals

30 and 40.

As described above, the evaluation information management server 10 generates the evaluation information by determining the skill of the staff based on the evaluation from the staff of another colleague in addition to the self-evaluation of the staff. The staff will be provided with improved diagnostic information that shows the evaluation of the person and the combination of both, so the staff will understand the difference between the self-evaluation and the evaluation from others and objectively understand their skills. It becomes possible to do.
In addition, the store manager and management can objectively grasp the skills of the staff, and can provide accurate guidance to the staff.
The self-other evaluation information is also updated each time a new evaluation from the staff member or a colleague's staff is registered in the same manner as the above-described accumulated evaluation information.

(4) Proposal of improvement plan for work behavior Next, when the staff proposes the improvement plan for the above-mentioned improvement diagnosis information and the workplace issues that were clarified in the meeting between the staff Operation by the behavior evaluation system will be described.
FIG. 9 is a sequence chart showing a flow of operation by the behavior evaluation system when the staff proposes an improvement plan on the workplace. Hereinafter, the operation will be described with reference to FIG.

The staff uses the staff terminal 20 to request the evaluation information management server 10 to acquire an improvement plan entry sheet (step S401).
In this improvement plan entry sheet, the staff confirms the contents of the above-mentioned improvement diagnosis information and makes clear the workplace issues that have been clarified or raised on the agenda at the meeting between the staff, and the improvement plan for the issues is entered. Screen information.

In response to the acquisition request, the evaluation information management server 10 transmits an improvement plan entry sheet to the staff terminal 20 (step S402).
When the staff terminal 20 receives the improvement plan entry sheet, the staff terminal 20 displays it on the screen (step S403).

The staff uses the staff terminal 20 to input the problem to be solved in the workplace and the improvement plan on the improvement plan entry sheet on the screen (step S404).
For example, when a problem that “There were many mistakes in ordering” was raised on the agenda in a meeting between staff members, the problem was entered in the input field on the improvement proposal entry sheet, and the relevant staff performed it as an improvement proposal. Enter the content of possible actions, “Confirm customer orders repeatedly in a loud voice”.
In addition, the staff inputs his / her ID using the staff terminal 20 (step S405).

The staff terminal 20 associates the input problem, improvement plan, and ID with the current time information and transmits the information to the evaluation information management server 10 (step S406).

When the evaluation information management server 10 receives the information such as the improvement plan, the evaluation information management server 10 stores the information in the storage unit 13 in association with the received ID and current time information (step S407).

Next, the evaluation information management server 10 creates the execution evaluation sheet described above based on the improvement plan stored in the storage unit 13, that is, the content of the action that the staff should perform in the future (step S408).
For example, if the improvement proposal proposed by the staff this time is “repeatedly confirming the order to the customer in a loud voice”, the execution evaluation sheet will include an action content asking whether the staff executed, “Yes / No, repeatedly confirmed with customer a loud order” is displayed.

In addition, the evaluation information management server 10 newly registers the action content newly indicated in the execution evaluation sheet in the small item (action) of the action database 300, and the medium item (behavior) corresponding to the small item (action). ) And major items (skills) are determined, and points when the action is executed are determined and registered (step S409).
For example, as a method for determining the medium item (action) and the large item (skill), a predetermined keyword included in text data indicating an improvement plan proposed by the staff is extracted and text mining is performed. .
Moreover, about the point, you may make it give the fixed point like 1 point uniformly.
In addition, the store manager or the management side can access the behavior database 300 by using the

terminals

30 and 40, and can correct the middle item (behavior), major item (skill), and points later.

Thereafter, as shown in FIGS. 5, 7, and 8, the evaluation information management server 10 transmits the newly created execution evaluation sheet in response to a request from the staff terminal 20 or the manager terminal 30, and evaluates the staff. Do.
Since this operation has been described above, it is omitted here.

As described above, the staff uses the staff terminal 20 to input workplace problems and their improvement proposals in the improvement proposal entry sheet and register them in the evaluation information management server 10, so that the store policies and the like are improved. It is possible to effectively encourage the staff to work actively for this.
Moreover, since the evaluation information management server 10 creates and transmits an execution evaluation sheet based on a future action improvement plan proposed by the staff, the management side or the store manager proposes the staff himself or herself at a meeting. It is possible to easily confirm whether the improvement plan is actually executed by the staff, and it is possible to effectively urge the staff to take an action based on the improvement plan.

(5) Evaluation of staff by store manager Next, the operation of the behavior evaluation system when the store manager evaluates the staff will be described.
FIG. 10 is a sequence chart showing a flow of operation by the behavior evaluation system when the store manager evaluates the staff. Hereinafter, the operation will be described with reference to FIG.

First, the store manager uses the manager terminal 30 to request the evaluation information management server 10 to acquire an execution evaluation sheet (step S501).

In response to the acquisition request, the evaluation information management server 10 transmits an execution evaluation sheet to the manager terminal 30 (step S502).
Upon receiving the execution evaluation sheet, the manager terminal 30 displays it on the screen (step S503).

The store manager uses the manager terminal 30 to input an answer (“Yes” or “No”) to the presence / absence of action execution indicated on the execution evaluation sheet on the screen, and evaluates the staff (step S504). .
In addition, the store manager uses the manager terminal 30 to input his own ID and the ID of the staff who is the evaluation target (step S505).

The manager terminal 30 transmits the current time information to the evaluation information management server 10 in association with the inputted action execution presence / absence, store manager ID and evaluation target staff ID (step S506).

When the evaluation information management server 10 receives the information such as whether or not the action is executed, the evaluation information management server 10 registers the information in the staff DB 100 in association with the received store manager / staff ID and current time information (step S507).

Next, the evaluation information management server 10 refers to the behavior DB 300 described above, extracts points given to the behavior (small items) that answered whether or not to execute this time, and determines the points for each behavior of the middle item. , And the skills of the major items are added together and registered in the staff DB 100 (step S508).

Next, the evaluation information management server 10 refers to the points assigned to each skill (major item) registered in the staff DB 100, creates improvement diagnosis information, and registers it in the storage unit 13 (step S509).
The improvement diagnosis information includes a radar chart for each evaluation of the staff by the manager, a self-evaluation of the staff to be evaluated, and the above-mentioned self-other evaluation, and comments based on these evaluations.
Since the radar chart and the comment creation operation are the same as in the case of the self-evaluation described above, the details thereof are omitted.

Next, the evaluation information management server 10 transmits the improved diagnosis information created as described above to the staff terminal 20 of the staff to be evaluated (step S510).
When the staff terminal 20 receives the improvement diagnosis information, the staff terminal 20 displays it on the screen (step S511). The evaluated staff confirms the content of the improved diagnosis information displayed on the screen, and improves future behavioral behavior.
The improved diagnosis information is managed in the storage unit 13 of the evaluation information management server 10, and can be browsed by the store manager and the management side having access authority using the

terminals

30 and 40.

As described above, the evaluation information management server 10 generates the evaluation information by determining the skill of the staff based on the evaluation from the store manager in addition to the self-evaluation of the staff and the other staff of the colleague, and the self-evaluation , And other staff's evaluation, and the combined diagnosis information is provided to the staff, so that the staff understands the difference between the self-evaluation and the evaluation from the manager who is the supervisor, etc. It is possible to grasp their own skills.
In addition, the staff can easily match his or her own evaluation standard with the evaluation standard by the store manager by comparing the self-evaluation with the evaluation from the store manager. By aligning the evaluation criteria of each staff with the evaluation criteria of the store manager in this way, it is possible to match the quality of the work behaviors performed by the staff with the quality of the behavior expected by the store manager. It becomes possible to provide high-quality services.
Note that the evaluation information by the store manager is updated each time an evaluation from the store manager is newly registered, similarly to the above-described accumulated evaluation information.

(6) Evaluation for store manager Next, the operation of the behavior evaluation system when evaluating the store manager itself based on the evaluation performed by the store manager on the staff will be described.
FIG. 11 is a sequence chart showing the flow of operation by the behavior evaluation system when evaluating the store manager. Hereinafter, the operation will be described with reference to FIG.

First, the evaluation information management server 10 refers to the staff DB 100 and compares the evaluation information by the store manager and the evaluation information by the staff's self-evaluation (self-other evaluation information if there is registration) in the same evaluation target staff. Then, a deviation value (gap) of points of each skill (major item) is calculated and registered in the staff DB 100 (step S601).
As a method of calculating the divergence value, for example, the point of evaluation information by the manager is subtracted for each skill from the point of evaluation information by self-evaluation (self-other evaluation information if there is a registration), and these points are calculated. You may make it calculate a difference value by calculating | requiring a difference.

Next, the evaluation information management server 10 refers to the staff DB 100 and determines whether or not a deviation value when the store manager has evaluated the staff in the past is registered (step S602).
If it is not registered (step S602 / No), the process directly proceeds to step S604.
On the other hand, if registered (step S602 / Yes), the accumulated divergence value calculated based on both the already registered divergence value and the currently calculated divergence value is calculated (step S603). . For example, the accumulated divergence value may be obtained by calculating an average value of all divergence values including the deviance value calculated this time.

Next, the evaluation information management server 10 refers to the staff DB 100 and compares the calculated divergence value (including the accumulated divergence value) with the divergence value (including the accumulated divergence value) of the store managers of other stores. It is determined whether there is a difference of a predetermined value or more in the deviation value between the store managers (step S604).
If there is no difference less than the predetermined value (step S604 / No), the operation proceeds to step S607 as it is.
On the other hand, if there is a difference greater than or equal to the predetermined value in the divergence value between store managers (step S604 / Yes), the evaluation information management server 10 calculates a correction coefficient for correcting the difference, and uses this correction coefficient as the staff. Register in the DB 100 (step S605).

This correction coefficient is used to reduce the deviation value by multiplying each skill point in the evaluation information for the staff by the store manager. In other words, the purpose is to optimize the evaluation of the staff by reducing the width of the divergence in the evaluation of the staff between the store manager / staff and between the store managers.
For example, the correction coefficient may be determined so that the deviation value is less than a predetermined value (for example, 1).

The evaluation information management server 10 corrects the points by multiplying each skill point of the evaluation information for the staff registered in the staff DB 100 by the calculated correction coefficient (step S606).
For example, for a store manager whose evaluation is too strict for the staff in the comparison between store managers, the points are corrected by multiplying by one or more correction coefficients in order to increase the points of each skill compared to the evaluation.
On the other hand, for store managers whose evaluation is too unsatisfactory for the staff, the points are corrected in the same manner by multiplying by a correction coefficient of less than 1 in order to reduce the points of each skill from the time of evaluation.
This correction coefficient may be calculated for each store manager or may be calculated for each skill.

Thereafter, the management side of the company uses the management side terminal 40 to request the evaluation information management server 10 to browse the divergence value of each store manager registered in the staff DB 100 (step S607).
When the management side terminal 40 receives the deviation value information from the evaluation information management server 10, the management side terminal 40 displays it on the screen (step S608).
The management side confirms the deviation value displayed on the screen, and evaluates the manager's ability to supervise management. For example, a store manager who has performed an evaluation with a small divergence value, that is, an evaluation that is not so different from the evaluation between staff members, evaluates that the staff is accurately evaluated. On the other hand, store managers who have large divergence values, that is, evaluations that deviate significantly from evaluations between staff members, will be able to accurately evaluate and supervise staff in the future, such as by setting up a meeting with the management. Prompt to do.

As described above, the evaluation information management server 10 makes corrections so as to reduce the divergence for evaluations between staff and evaluations of store managers that have a large divergence from evaluations by other store managers.・ Evaluation of staff can be evaluated accurately by eliminating the variation in evaluation between store managers / staff and store managers.
Moreover, since the evaluation information management server 10 provides information on the divergence value to the management side terminal 40, the management side compares the evaluation of the staff by the store manager among the store managers of each store, and among these store managers, between the staff For those who have a large discrepancy from the evaluation, it is possible to effectively correct the evaluation criteria.
Moreover, you may make it include evaluation by the store manager in the above-mentioned improvement diagnostic information. In this case, the staff can obtain a more objective evaluation of himself / herself.

Further, as described above, in this embodiment, based on the evaluation of each action (small item) input by the store manager, the evaluation point of each skill (large item) is calculated, and this is based on the self-evaluation of the staff Compare the points of each skill (major item). As another evaluation method, the manager may evaluate the staff by directly inputting the points of each skill (large item) without inputting the evaluation of each action (small item).
In this case, the store manager can appropriately evaluate the overall impression of the staff that is difficult to evaluate by the evaluation method based on the above-mentioned behavior (small items). It becomes possible to evaluate more variously.

Moreover, the evaluation information management server 10 can express how much the staff has approached the evaluation standard of the store manager with the passage of time by calculating the above-described deviation value between the store manager and the staff a plurality of times.
In other words, if the above-mentioned divergence value has decreased with the passage of time, the management determines that the evaluation criteria have been made uniform between the store manager and staff through the guidance of the store manager, and the manager's leadership is increased. evaluate. On the other hand, if it is larger, it is judged that the evaluation standard is not uniform even though the time has passed, and the manager's leadership is left as a question. Become.

Furthermore, the transition of the divergence value described above and the store sales of the store manager can be compared to determine whether or not the evaluation criteria of the store manager contribute to the sales increase of the store. In other words, if the sales of a store are increasing as the divergence value decreases, the management determines that the staff will be able to penetrate the evaluation criteria of the store manager into the staff and maintain the evaluation criteria. Build up. On the other hand, if the sales of a store are declining along with a decrease in divergence, the management judges that the staff's evaluation criteria for the store manager are ineffective to increase sales, Encourage improvement of evaluation standards.

(7) Evaluation from a customer of a store Next, an operation by the behavior evaluation system when a customer who visits a store such as a restaurant evaluates a staff member who works at the store will be described.
FIG. 12 is a sequence chart showing the flow of operation by the behavior evaluation system when the customer evaluates the staff. Hereinafter, the operation will be described with reference to FIG.

First, the customer requests the evaluation information management server 10 to acquire an execution evaluation sheet using the customer terminal 50 during or after visiting the store (step S601).

In response to the acquisition request, the evaluation information management server 10 transmits an execution evaluation sheet to the customer terminal 50 (step S602).
Upon receiving the execution evaluation sheet, the customer terminal 50 displays it on the screen (step S603).

The customer uses the customer terminal 50 to input an answer (“Yes” or “No”) to the presence / absence of the action execution indicated in the execution evaluation sheet, such as “I was told to smile.” The staff is evaluated (step S604).
At this time, the customer uses the customer terminal 50 to input the store name to be evaluated (step S605). That is, the customer does not evaluate a specific staff, but evaluates the entire staff, that is, the store itself.

The customer terminal 50 associates the ID corresponding to the store and the current time information with the presence or absence of the input action execution, and transmits the information to the evaluation information management server 10 (step S606).

When the evaluation information management server 10 receives information such as whether or not the action is executed, the evaluation information management server 10 registers the information in the staff DB 100 in association with the received store ID and current time information (step S607).

Next, the evaluation information management server 10 refers to the behavior DB 300 described above, extracts points given to the behavior (small items) that answered whether or not to execute this time, and determines the points for each behavior of the middle item. , And the skills of the major items are added together and registered in the staff DB 100 (step S608).

Next, the evaluation information management server 10 evaluates the customer's evaluation information registered in the staff DB 100 and the evaluation information registered in the staff DB 100 of the staff working in the store that has been evaluated (if there is a registration, The user evaluation information), the deviation value (gap) of the points of each skill (major item) is calculated, and this is registered in the staff DB 100 (step S609).
As a method of calculating the divergence value, for example, the evaluation value by the customer is subtracted for each skill from the point of the evaluation information by self-evaluation (self-other evaluation information if there is a registration) to obtain the divergence value. You may make it calculate.

Next, the evaluation information management server 10 refers to the points and deviation values of each skill (major item) registered in the staff DB 100, creates improvement diagnosis information, and registers it in the storage unit 13 (step S610).
The improvement diagnosis information includes a radar chart of each of the evaluation target staff self-evaluation and the customer evaluation of the store, and a divergence value indicating a divergence between them.
Since the radar chart creation operation is the same as that in the case of the self-evaluation described above, the details thereof are omitted.

Next, the evaluation information management server 10 transmits the improved diagnosis information created as described above to the staff terminal 20 of the staff working at the evaluation target store and the manager terminal 30 of the store manager of the store (step S611). .
Upon receiving the improved diagnosis information, each terminal 20, 30 displays it on the screen (step S612). The staff and manager of the store that was evaluated this time confirm the content of the improvement diagnosis information displayed on the screen, grasp the discrepancy between the store's recognition and the customer's recognition, hold a meeting, etc. And improve future store policies.
The improved diagnosis information is managed in the storage unit 13 of the evaluation information management server 10 and can be browsed using the

terminals

30 and 40 by store managers and managers of other stores having access authority. ing.

As described above, the evaluation information management server 10 transmits to the

terminals

20 and 30 the improved diagnosis information indicating the evaluation on the staff side, the evaluation on the customer side, and the deviation value indicating the deviation between these evaluations. Therefore, the staff and the store manager can easily grasp the customer's request and the like that the store did not notice, and can effectively improve the future store policy.

<Specific examples of database and screen information>
Hereinafter, a data configuration example of a database stored in the behavior evaluation system described above and a specific example of screen information to be transmitted will be described in detail with reference to the drawings.

(1) Data configuration example of the staff DB 100 FIGS. 13 and 14 are diagrams illustrating an example of a table constituting the staff DB 100 according to the first embodiment of this invention.

As shown in FIG. 13, the staff DB 100 stores the specific contents of the evaluation of the staff from the staff to be evaluated, the staff of the colleagues, the store manager, and the like.

In addition, as shown in FIG. 14, the staff DB 100 shows in the staff DB 100 the skill points calculated based on these specific evaluations (the staff themselves, other staff members, store managers, customers). Etc.), and the total value and average value of the points are accumulated for each skill (major item).

(2) Data Configuration Example of Manager DB 200 FIGS. 15 to 18 are diagrams showing a data configuration example of the manager DB 200 managed by the evaluation information management server 10 in the first embodiment of this invention.

As shown in FIG. 15, in the management DB 200, the evaluation by the staff and other staff (evaluation information, accumulated evaluation information, self-other evaluation information), the evaluation by the store manager for the staff, and the evaluation between the two evaluations. A deviation value is accumulated for each store manager.

In addition, as shown in FIG. 16, in the managerial DB 200, divergence values for each staff by the same store manager are collected and accumulated, and totals and averages calculated based on these divergence values are accumulated. .

In addition, as shown in FIG. 17, the manager DB 200 stores and accumulates divergence values of a plurality of store managers, and the total and average calculated based on the divergence values of the plurality of store managers are stored. Accumulated.

Further, as shown in FIG. 18, the manager DB 200 stores an average calculated based on the divergence values of the plurality of store managers and a difference between the divergence values of the store managers and the average of the divergence values. ing.
For example, when the evaluation information management server 10 performs correction by multiplying the skill having the difference of ± 2 or more by the above-described correction coefficient, the “issue finding ability” and “problem solving” of the store manager with ID “1003” Since the difference (shown in bold) between the “capability” and the “problem solving capability” of the store manager with ID “1005” is ± 2 or more, the correction is performed.

(3) Screen display example of improvement diagnosis information

FIGS. 19 to 22 are diagrams showing an example of the improved diagnosis information displayed on the staff terminal 20 in the first embodiment of the present invention.

As shown in FIG. 19, when the staff terminal 20 receives the improved diagnosis information from the evaluation information management server 10, the latest self-evaluation information, the previous self-evaluation information, and the accumulated evaluation information indicating the average of past self-evaluations are displayed. The indicated improved diagnosis information is displayed on the screen.
Also, the latest radar chart (thin dotted line) and the radar chart of accumulated evaluation information (thick dotted line) are superimposed on the latest self-evaluated radar chart. Since the change of skills can be easily grasped at a glance, the management side and the store manager can effectively increase the motivation toward the future skill improvement of the staff.

Further, as shown in FIG. 20, when the staff terminal 20 receives the improved diagnosis information from the evaluation information management server 10, the staff terminal 20 shows the staff self-evaluation, the overall evaluation of the self and colleagues staff, and the evaluation from the store manager. Display improved diagnostic information on the screen.
The “Self-evaluation” radar chart is superimposed on the “Self-other evaluation” and “Store manager evaluation” radar charts. In addition, by comparing the evaluation with the evaluation from the store manager, it is possible to objectively evaluate the skill of the person, and it is possible to make an appropriate policy for future skill improvement.

In addition, as shown in FIG. 21, the staff terminal 20 receives the improvement diagnosis information for each action item (small item), and displays it on the screen for the staff self-evaluation and the evaluation from the store manager.
The staff refers to the improvement diagnosis information, confirms the action items that have been highly evaluated by themselves but have not been highly evaluated by the manager who is the supervisor, and sets the criteria for self-evaluation from the store manager. Correct to the standard. Thus, each staff can provide a uniform and high-quality service to the customer by unifying the self-evaluation standard with the evaluation standard from the store manager.

Further, as shown in FIG. 22, when the staff terminal 20, the manager terminal 30 or the management terminal 40 receives the improvement diagnosis information from the evaluation information management server 10, the staff evaluation and the customer evaluation are shown. Display improved diagnostic information on the screen.
In addition, the radar chart of customer evaluation is displayed superimposed on the radar chart of staff evaluation, and the staff, the store manager, or the management side compares the evaluation on the staff side with the evaluation on the customer side. It is possible to objectively evaluate the customer's response to and to make an appropriate policy regarding store operations.

FIG. 23 is a diagram illustrating an example of the improvement diagnosis information displayed on the management-side terminal 40 in the first embodiment of this invention.
As shown in the figure, when the management side terminal 40 receives the improvement diagnosis information from the evaluation information management server 10, the improvement diagnosis in which the evaluation of the staff by the store manager and the self-other evaluation by the staff of the staff and colleagues is shown. Display information on the screen.
In addition, the radar chart of the evaluation by the store manager is superimposed with the radar chart of the self-others evaluation, and the management side shows whether the evaluation by the store manager is consistent with the evaluation by the staff or how far away it is. Can be easily grasped at a glance, and for managers whose evaluations are far from the staff, it is possible to effectively promote appropriate evaluations for the staff, such as by providing a forum for discussion. .

(4) Screen display example of improvement plan entry sheet FIG. 24 is a diagram showing an example of an improvement plan entry sheet displayed on the staff terminal 20 in the first embodiment of the present invention.
As shown in the figure, the improvement plan entry sheet is provided with input fields for staff IDs to input the improvement plan, workplace issues, and the improvement plan. The staff inputs the item in the input field on the improvement plan entry sheet displayed on the screen of the staff terminal 20 and transmits it to the evaluation information management server 10.
When the evaluation information management server 10 receives the information of each item input in these input fields, the evaluation information management server 10 of the action (sub-item) that evaluates the text input in the improvement proposal input field as it is in the execution evaluation sheet. Use as a wording.

<Summary of the first embodiment>
As described above, according to the present embodiment, the evaluation information management server 10 not only performs self-evaluation by the staff himself, but also evaluates the staff of the colleague and the manager who is responsible for supervising the staff. Since improved diagnostic information clearly visualized with radar charts etc. is provided, the staff objectively evaluates their skills by comparing self-evaluation with evaluations from other staff and evaluations by store managers. It is possible to make an appropriate policy for future skill improvement.
Further, the management side and the store manager can objectively evaluate the staff, and by assigning the staff to an appropriate department (in charge), it is possible to realize an ideal suitable place for the right person. Furthermore, since the management side and the store manager can easily grasp the abilities of each individual staff member, it is possible to accurately navigate the growth of the staff member and to educate the staff effectively.

[Second Embodiment]
<Overview>
In the present embodiment, the staff performs a plurality of operations step by step in order, and is subjected to a duty that finally obtains a predetermined result. In the present embodiment, a set of all elements that reach such a final result is referred to as a process. In other words, in a work environment of a company or the like, a project or a series of operations that can finally obtain a job result such as a business negotiation is called a process.

Also, a plurality of units of work executed step by step in order to obtain a predetermined result in the process is called a stage.

Furthermore, this stage consists of multiple activities (actions). This activity indicates the smallest unit of work required to complete the process. Each activity has an upper limit specification value and a lower limit specification value, as in the case of the actions (small items) in the first embodiment, and the activity execution results are included in the range of the upper and lower limit specification values. It is determined that it has been executed.

In the present embodiment, each stage is regarded as complete when all configured activities are executed, and moves to the next stage. Even if it is impossible to execute all the activities, it is possible to end the stage unfinished at the staff's own intention and move to the next stage.
The entire process is completed by repeating the flow of execution of the activities constituting the stage, completion (end) of the stage, and transition to the next stage until the final result is achieved.

In this embodiment, as an example, the staff is a sales staff, and the process executed by the staff of the sales staff is a business negotiation. The behavior evaluation system evaluates the ability of the sales staff to execute the negotiation process.
Note that this embodiment is the same as the first embodiment unless otherwise specified.

FIG. 25 is a diagram showing an example of the process.
The example of the process shown in the figure is related to sales negotiations, starting with the “inquiry creation” stage, and then going through stages such as “visit planning”, “product description and extraction of needs” ... When the “Follow-up” stage is finally completed, the result is that the business negotiation is completed.

In the process shown in this figure, as described above, when a certain stage is completed, the process proceeds to the next stage. For example, in the example in the figure, if you complete all the specific activities such as “Collecting information on the words and policies of the visited company president”, “Investigating the business contents of the visited company”, etc., The “inquiry creation” stage has been completed, and the next stage is “visit planning”.

Further, as described above, the staff completes the stage by executing all the activities by transmitting the information desired to move to the next stage to the evaluation information management server 10 using the staff terminal 20. If not, you can move to the next stage.

<Configuration>
In the staff DB 100, the evaluation information management server 10 in the present embodiment manages the processes that each staff is currently engaged in, the progress status thereof, and the evaluation information.
In addition, the evaluation information management server 10 manages information such as what stage each process is configured in the behavior DB 300 and what activity is necessary to complete that stage. is doing.

Further, in this embodiment, the content of the action actually performed by the staff is scored (evaluation point) and evaluated. Three kinds of numerical values used when calculating the evaluation point are stored in the action DB 300. Registered in advance.
That is, the stage difficulty coefficient indicating the difficulty level of completion of each stage, the activity evaluation points (behavior evaluation points) determined according to the difficulty level of execution of each activity, and reflected according to the completion of each stage The progress bonus coefficient is registered in advance.
As described above, the stage difficulty level coefficient is a coefficient larger than 1 managed in the table in the action DB 300, and depends on the difficulty level of completion of each stage (execution of all activities of the stage). , For each stage. The stage difficulty level coefficient is set to a larger coefficient for stages that are difficult to complete.
As described above, the activity evaluation point is a numerical value managed in the table in the behavior DB 300, and is determined for each activity according to the difficulty level of executing the activity necessary for completing each stage. The activity evaluation point has a larger coefficient for activities that are difficult to execute.
As described above, the progress bonus coefficient is a coefficient larger than 1 managed in the table in the action DB 300, and is reflected in the evaluation points for the staff as each stage is completed. Yes. A stage that is difficult to complete is determined such that a large progress bonus coefficient is reflected in the evaluation points when the stage is completed.
In this embodiment, as an evaluation method for staff, the evaluation points are calculated based on the number of activities performed by the staff. At this time, by reflecting each of the above-mentioned numerical values, the staff is more appropriately and fairly obtained. It can be evaluated. A specific method for calculating the evaluation points will be described in detail later.

<Operation>
(1) Input Operation to Execution Evaluation Sheet FIG. 26 is a sequence chart showing the flow of input operation to the execution evaluation sheet by the behavior evaluation system in the second embodiment of the present invention. Hereinafter, the operation will be described with reference to FIG.

First, the staff inputs the ID of the staff using the staff terminal 20, and transmits an execution evaluation sheet acquisition request to the evaluation information management server 10 together with the ID (step S701).
In the present embodiment, the execution evaluation sheet is screen information indicating the contents of activities to be performed by the staff to complete each stage, and is used to ask the staff about the performance of the activities. .
In this embodiment, in principle, when all the activities of each stage are executed, the process moves to the next stage. You can move to a stage. In this case, the staff uses the staff terminal 20 to transmit a request for shifting to the next stage to the evaluation information management server 10 together with the acquisition request for the execution evaluation sheet.

When the evaluation information management server 10 receives the ID and the execution evaluation sheet acquisition request, the evaluation information management server 10 refers to the staff DB 100 based on the received ID and configures a stage to which the activity last executed by the staff of the ID belongs. It is determined whether all the activities have been executed (step S702).
Here, when the evaluation information management server 10 determines that all have been executed (step S702 / Yes), the evaluation information management server 10 recognizes that the stage has been completed, and executes the activity constituting the next stage. An execution evaluation sheet for entering the results is transmitted to the staff terminal 20 (step S703).
On the other hand, when the evaluation information management server 10 determines that there is an activity that has not been executed yet (step S702 / No), the evaluation information management server 10 recognizes that the stage is incomplete. At this time, the evaluation information management server 10 determines whether or not a request for shifting to the next stage is received from the staff terminal 20 together with an acquisition request for the execution evaluation sheet (step S704).
If a request for transition to the next stage is received (step S704 / Yes), even if there is an activity that has not yet been executed, the execution evaluation sheet for the next stage is staffed. It transmits to the terminal 20 (step S703).
On the other hand, if the request to move to the next stage has not been received (step S704 / No), the execution evaluation sheet for the next stage is not transmitted, and there are still unexecuted activities. An execution evaluation sheet for entering the execution results of the activities constituting the current stage is transmitted to the staff terminal 20 (step S705).

When the staff terminal 20 receives the execution evaluation sheet of either the current stage or the next stage, the staff terminal 20 displays it on the screen (step S706).
FIG. 27 is a diagram illustrating an example of the execution evaluation sheet.
The execution evaluation sheet of the example shown in the figure shows the activities required to complete the “visit plan” stage.
In more detail, the activities whose execution results are questioned in this execution evaluation sheet are divided into large items, medium items, and small items, and the activities of medium items are small items that make up the activities of the medium items. It is assumed that the activity of the large item is completed only when all the activities of the item are completed, and the activity of the large item is completed only when all of the activities of the medium items constituting the activity of the large item are completed.
In other words, in the example shown in the figure, “Customer information was collected only after completing the activities of small items such as“ collecting information on the words and policies of the visited president ”and“ investigating the business contents of the visited company ”. It is assumed that the activity of the middle item “ka” is completed. Also, only after completing these middle-level activities such as “Customer information collected”, “Proposal preparation completed”, etc. Is completed, that is, the stage of the “visit plan” is completed.
As shown in the figure, on this execution evaluation sheet, in relation to the execution of the activity, the staff commented on “report”, “contact”, and “consultation” to the manager (the staff) who is the supervisor Can also be entered.

The staff uses the staff terminal 20 to input a check in the check box of the activity executed among the activities shown in the execution evaluation sheet on the screen, and input a comment such as “report” (step S707). Then, the staff ID is associated and transmitted to the evaluation information management server 10 (step S708).

When the evaluation information management server 10 receives information such as whether or not the activity is executed from the staff terminal 20, the evaluation information management server 10 registers the progress status in the staff DB 100 in association with the received staff ID (step S709).
Thus, the input operation of the execution evaluation sheet by the behavior evaluation system in the present embodiment is completed.

The progress information by the execution evaluation sheet input is managed in the storage unit 13 of the evaluation information management server 10, and can be browsed by the managers and management who have access authority using the

terminals

30 and 40. It has become.

As described above, in the present embodiment, the staff can easily confirm the contents of activities required in each stage constituting the process by inputting on the execution evaluation sheet using the staff terminal 20. Since it can also be used as a memorandum, it is possible to easily improve the probability related to the success of the process.
Further, when the staff executes all the activities necessary for completing the stage, the evaluation information management server 10 transmits the execution evaluation sheet for the next stage to the staff terminal 20, so that the staff By executing the activities, it is possible to execute the activities in the most effective and efficient order until the process is completed.
In addition, the staff, managers, or management can easily grasp the progress of the staff process by accessing the staff DB 100 using each terminal 20, 30, and 40 and browsing the input contents of the execution evaluation sheet. It becomes possible to do.

(2) Input operation to the stage entry sheet FIG. 28 is a sequence chart showing the flow of the input operation to the stage entry sheet by the behavior evaluation system in the second embodiment of the present invention. Hereinafter, the operation will be described with reference to FIG.

First, the staff inputs the ID of the staff using the staff terminal 20, and transmits a request for obtaining a stage entry sheet to the evaluation information management server 10 together with the ID (step S801).
This stage entry sheet is screen information for the staff to input the progress of each stage.

When the evaluation information management server 10 receives the acquisition request for the ID and the stage entry sheet, the evaluation information management server 10 refers to the staff DB 100 based on the received ID, recognizes the process in which the staff of the ID is currently engaged, A stage entry sheet relating to the process is transmitted to the staff terminal 20 (step S802).

Upon receipt of the execution evaluation sheet, the staff terminal 20 displays it on the screen (step S803).
FIG. 29 is a diagram showing an example of the stage entry sheet.
In the stage entry sheet of the example shown in the figure, the input fields and information that has already been entered for each item of “scheduled date”, “implementation date”, “latent sales”, “conclusion probability”, and “amount probability” of each stage Is shown for each stage.
Among the above items, “scheduled date” indicates a scheduled completion date of each stage, and “implementation date” indicates a date when each stage is actually completed. “Potential sales (expected amount information)” indicates the final sales amount expected in each stage. Further, the “contract probability” indicates a final contract ratio (%) expected in each stage. The “money probability” is an expected value (%) indicating what percentage of the above-mentioned “latent sales” the final sales amount is.

The staff uses the staff terminal 20 to input information of each item such as the scheduled completion date and the actual completion date of each stage in the input field of the stage entry sheet on the screen (step S804). The ID is associated and transmitted to the evaluation information management server 10 (step S805).

When the evaluation information management server 10 receives the information input in the input field of the stage entry sheet, the evaluation information management server 10 registers the information in the staff DB 100 in association with the received staff ID (step S806).
Next, the evaluation information management server 10 creates progress status information based on the registered input information of the stage entry sheet and the previously registered input information of the execution evaluation sheet (step S807).
This progress status information is screen information indicating the progress status in the process in which the staff is currently engaged (acted). The staff, managers, and management can view the progress status information by accessing the evaluation information management server 10 using the terminals 20 to 40.

FIG. 30 is a diagram showing an example of progress status information displayed on the screens of the terminals 20 to 40. As shown in FIG.
As shown in the figure, the progress status information indicates the scheduled start / end dates of the activities input by the staff and the start / end dates. In addition, information related to the schedule such as “how much later than the schedule” and “how many days until the end schedule” output by the evaluation information management server 10 based on the relationship between these schedules and the actual results actually performed is shown. Has been.
In this way, the progress status information shows the detailed progress status for each activity and each stage, and those who have viewed it can see at a glance the progress status of the staff process and the ability to deal with each activity. It can be confirmed.

Next, based on the information registered in the staff DB 100 described above, the evaluation information management server 10 calculates the “estimated order amount” of the staff for each stage using the following equation (1) and registers it in the staff DB 100. (Step S808).
(Expected order amount) = (Potential sales) × (Price probability) ÷ 100 (1)
The “estimated order amount” indicates the sales amount at the time of closing that is predicted at each stage.

Next, the evaluation information management server 10 calculates the “process residence rate” of the staff for each stage based on the information registered in the staff DB 100 described above, and registers it in the staff DB 100. (Step S809).
(Process retention rate (%)) = (Period required for completion of the stage) / (Period required for completion of the entire process) × 100 (2)
This “process retention rate” is for grasping at which stage it took a lot of time to complete the entire process.

The “estimated order amount” and “process retention rate” are managed in the storage unit 13 of the evaluation information management server 10, and the staff, the manager with access authority, and the management side use the terminals 20 to 40. By making an acquisition request for the above information to the evaluation information management server 10, browsing is possible.

FIG. 31 is a diagram showing a screen display example of the “estimated order amount” on each terminal 20-40.
As shown in the figure, in the screen information of “estimated order amount”, the sales amount at the time of closing that is expected in each stage is displayed in the order of the stages to be performed.
Here, there is a potential problem that the “estimated order amount” may decrease during the stage of the stage where the “estimated order amount” is lower than the previous stage. It can be recognized that
Therefore, the staff, manager, management, etc. confirm the screen information of the above-mentioned “estimated order amount” by using the terminals 20 to 40, thereby causing the sales amount to decrease in the business negotiation process. It is possible to easily identify the stage.

FIG. 32 is a diagram showing a screen display example of each of the terminals 20 to 40 with the “process residence rate” described above.
As shown in the figure, the time required to complete each stage is displayed in the screen information of “process residence rate”.
Here, it can be recognized that there is a potential failure that causes a long time for a stage that takes a long time to complete.
Therefore, the staff, managers, management side, etc., may use the terminals 20 to 40 to check the screen information of the “process retention rate”, thereby causing a delay in the process completion such as sales negotiations. It becomes possible to easily identify the stage.

(3) Management operation of reports from staff As described above, when inputting the performance results of activities to the execution evaluation sheet, the staff members must make reports, reports, and consultations to the manager, who is the supervisor. Enter a comment. The input comment information is registered in the staff DB 100.
Next, the operation when the manager confirms the registered comment information of “report”, “contact”, and “consultation” using the manager terminal 30 will be described.
FIG. 33 is a sequence chart showing a flow of operation by the behavior evaluation system when the manager confirms a comment from the staff.
Hereinafter, this description will be made with reference to the drawings.

First, the manager side inputs his / her ID and the like using the manager terminal 30 and transmits it to the evaluation information management server 10 to obtain comment information such as “report” inputted by his / her subordinate staff. A request is made (step S901).
In addition, when obtaining comment information, select which item should be emphasized from among "Conclusion accuracy", "Estimated order amount", and "Process retention rate", and the selection information It transmits to the evaluation information management server 10 with the said comment information acquisition request.

Upon receiving the comment information acquisition request, the evaluation information management server 10 refers to the manager DB 200 based on the manager ID received together with the acquisition request, and extracts the IDs of the subordinate staff of the manager ( Step S902).
Next, the evaluation information management server 10 determines whether there is unsupported comment information of the extracted ID staff (step S903).
If there is no unsupported comment (step S903 / No), the operation is terminated as it is.

On the other hand, when there is an unsupported comment (step S903 / Yes), all the comment information is extracted (step S904).
Next, the evaluation information management server 10 determines which item is emphasized in the selection information described above to obtain the comment information, and arranges the extracted comment information in descending order of the numerical value of the item, A list of comments is generated (step S905).
For example, when “conclusion accuracy” is selected in the selection information described above, the comment information is arranged in the order of the “conclusion accuracy” in the order at which the “conclusion accuracy” is high in the stage at the time of comment input.
If “estimated order amount” is selected, the comment information is arranged in the order of increasing “estimated order amount” in the stage at the time of comment input, that is, in the order of sales having the highest sales when the contract is concluded.
If “process retention rate” is selected, the comment information is arranged in the order of increasing “process retention rate”, that is, in the order in which the staff is not good.

Then, the evaluation information management server 10 transmits the list of comments generated by arranging the comment information as described above to the manager terminal 30 (step S906).

Upon receiving the comment list, the manager terminal 30 displays the comment list on the screen (step S907).
The manager side uses the manager terminal 30 to input answers, advice, and the like in order from the top comments in the list for the displayed comments, and transmits them to the evaluation information management server 10 (step S908). ).
Here, on this list, the comment information is arranged in descending order of importance based on the viewpoint emphasized by the managers. It becomes possible to reply efficiently with priority in order.

Upon receiving the information such as the answer and advice, the evaluation information management server 10 registers the information in the staff DB 100 (step S909).
A staff member who has input a comment such as “report” described above can use the staff terminal 20 to acquire, display, and browse the registered information such as answers and advice.

(4) Evaluation for Staff Next, the staff evaluation operation by the evaluation information management server 10 in this embodiment will be described.
FIG. 34 is a flowchart showing the flow of the staff evaluation operation by the evaluation information management server 10.
Hereinafter, the description will be made along this figure.

First, the evaluation information management server 10 refers to the input information of the execution evaluation sheet registered in the staff DB 100 described above, recognizes the activity executed by the staff at each stage (step S1001), and determines the activity that has been executed. The assigned activity evaluation points are added for each stage, and the total is calculated (step S1002).

Next, the evaluation information management server 10 refers to the stage difficulty coefficient of each stage managed by the behavior DB 300 (step S1003).

Next, the evaluation information management server 10 calculates the following equation (3), and calculates the total of evaluation points in each stage of a certain staff for each stage (step S1004).
(Total of evaluation points in each stage) = (Total value of activity evaluation points calculated for each stage) × (Stage difficulty coefficient associated with each stage) (3)

Next, the evaluation information management server 10 refers to the behavior DB 300 and determines for each stage whether or not the staff has executed all necessary activities to complete the stage (step S1005).
Here, for the completed stage (step S1005 / Yes), the action DB 300 is referred to, and the progress bonus coefficient of the completed stage is extracted (step S1006).
Then, the evaluation information management server 10 calculates the following equation (4), multiplies the extracted progress bonus coefficient by the total of the evaluation points of the corresponding completed stage, and calculates the total value of the evaluation points. Calculation is performed for each stage (step S1007).
(Total of evaluation points of completed stages) = (total of evaluation points in each stage) × (progress bonus coefficient) Expression (4)
On the other hand, for a stage that has not been completed (step S1005 / No), the value is maintained as it is without multiplying the total of the evaluation points by the progress bonus coefficient.

Next, the evaluation information management server 10 calculates the following formula (5) to calculate the total value of the evaluation points in the entire process of a certain staff (step S1008). Note that (total of evaluation points in each stage) in Expression (5) includes a completed stage and an incomplete stage.
(Total value of evaluation points in the entire process) = (Total of evaluation points in each stage) + (Total of evaluation points in each stage) + ...
... Formula (5)

As described above, the evaluation information management server 10 calculates the total value of the evaluation points for each staff, and stores the calculated total value of the evaluation points in the staff DB 100 (step S1009).
This completes the operation.
The total value of the evaluation points can be confirmed by accessing the evaluation information management server 10 using each of the terminals 20 to 40.

In this way, the evaluation information management server 10 assigns evaluation points according to the activities executed by each staff and the completed stages, and the evaluation points are weighted according to the difficulty of completion of each stage. Therefore, it is possible to legitimately evaluate the staff, such as giving a high evaluation to the staff who completed the difficult stage.

<Specific examples of database>
Next, in the present embodiment, a data configuration example of the behavior DB 300 managed by the evaluation information management server 10 will be specifically described with reference to the drawings.

FIG. 35 is a diagram illustrating an example of a table stored in the behavior DB 300 and indicating the correspondence between each stage and the stage difficulty coefficient.
As shown in the figure, each stage difficulty coefficient is weighted on a stage-by-stage basis. Yes.

FIG. 36 is a diagram illustrating an example of a table indicating correspondence between activities and activity evaluation points stored in the behavior DB 300.
As shown in the figure, each activity evaluation point is weighted for each activity. Yes.

FIG. 37 is a diagram showing an example of a table stored in the action DB 300 and showing the correspondence between each stage and the progress bonus coefficient.
As shown in the figure, the progress bonus coefficient corresponding to each stage is weighted. For example, a higher closing bonus coefficient is set in the “closing” stage that is difficult to complete than in other stages. . That is, as the stage is more difficult to complete, a larger value of the progress bonus coefficient is multiplied by the “total evaluation points in each stage”, and a higher evaluation is given.

<Summary of Second Embodiment>
As described above, the evaluation information management server 10 transmits the execution evaluation sheet of the next stage to the staff terminal 20 when the staff executes all the activities necessary for completion of the stage, so that the staff is transmitted. By executing the activities on the execution evaluation sheet, the activities can be executed in the most effective and efficient order until the process is completed.
In addition, managers and managers identify the stage that the staff is not good at, considering the “estimated order amount” or “process retention rate”, and intensively educate and improve the staff at that stage. It will be possible to improve the outcome of the process.
In addition, by increasing the number of stages, it is possible to effectively shorten the time to process conclusion.
Also, the stage where the “estimated order amount” is decreasing on average and the stage where the “process retention rate” is large are weighted and registered in the evaluation information management server 10 in comparison with other stages. Therefore, even if the amount of money is reduced or the completion delay occurs at that stage, it is possible to perform a valid evaluation without lowering the evaluation of the staff.

Each of the above figures shows, as an example, the “estimated order value” and “process retention rate” of an individual staff. When the same staff performs the same type of process multiple times, the average value is taken. May be.
Further, the above value may indicate an average value of a plurality of staff members for each department or store. In this case, it is possible to identify a stage that causes a decrease in sales amount or a delay in completion for each department or store.

Further, in the present embodiment described above, the execution evaluation sheet transmitted to the staff terminal 20 by the evaluation information management server 10 is for entering the execution performance of the small item activity. Then, the content of the activity for filling in the execution result may be adjusted step by step.
For example, the evaluation information management server 10 is a small item for a staff with a relatively high evaluation in which the “estimated order amount” at each stage is a predetermined value or more, or the “time required for completion” is less than a predetermined time. It is determined that there is no need to promote the activity, and an execution evaluation sheet for promoting the activity of the middle item with more abstract content is transmitted. Furthermore, an execution evaluation sheet for encouraging a large item activity with a more abstract content is transmitted to a highly evaluated staff.
On the other hand, the evaluation information management server 10 is a small item for a staff with a relatively low evaluation in which the “estimated order amount” at each stage is less than a predetermined value or the “time required for completion” is a predetermined time or more. It is determined that it is necessary to promptly promote the activity, and an execution evaluation sheet for prompting the activity of the small item with specific contents is transmitted.
In this way, low-staffed staff are encouraged to engage in activities more closely than high-rated staff, thereby shortening the time to stage completion and ultimately increasing sales at the time of closing. It becomes possible to do.
In addition, about adjustment of the activity content shown on said execution evaluation sheet | seat, it can also apply to the action evaluation system in the above-mentioned 1st Embodiment.

In addition, the evaluation information management server 10 generates a list in which the comment information of subordinates is arranged in the order of viewpoints emphasized by the manager, and transmits the list to the manager terminal 30. Therefore, the manager can efficiently reply to and comment on the comments in the priority order from the viewpoint that he / she attaches importance to. In particular, when the manager side has a large number of subordinates and takes a long time to respond to all comments, the effect becomes even higher.
In this embodiment, the comment information is arranged in descending order of the numerical values of “conclusion accuracy”, “estimated order amount”, and “process residence rate”, but this is merely an example. The comment list may be arranged in the order of other items to create a list.
For example, it may be arranged based on the importance of the stage set in advance in the evaluation information management server 10.

In addition, according to the present embodiment, the evaluation information management server 10 weights the evaluation points given according to completion of each stage and execution of each activity, and calculates the total value of the evaluation points. It is possible to make a fair and fair evaluation.

Further, the evaluation information management server 10 stores the completion / uncompleted history of each stage in the staff DB 100 for each staff. Based on this history, the evaluation information management server 10 calculates (number of completed times) / (number of times worked) for each stage, and calculates the probability of completion of each stage.
If the probability of completion is less than a predetermined threshold, an execution evaluation sheet for encouraging the activity of a small item with specific contents is transmitted. On the other hand, if it is equal to or greater than the predetermined threshold, an execution evaluation sheet for encouraging the activity of the middle item with abstract content is transmitted as described above. In particular, when the probability is high, an execution evaluation sheet for encouraging a large item activity may be transmitted.

[Third Embodiment]
<Overview>
In the present embodiment, the staff is store staff such as retail stores and restaurants.
The behavior evaluation system in the present embodiment is capable of improving sales at a store by evaluating the sales status at the store in real time and immediately presenting a measure corresponding to the sales status.
Hereinafter, this embodiment is the same as the first embodiment unless otherwise specified.

<Configuration>
The staff terminal 20 is an information processing device that is used by a staff in a store such as a retail store or a restaurant. In the present embodiment, for example, it functions as a so-called POS (Point Of Sales) terminal configured integrally with an accounting register in a store such as a retail store or a restaurant. In this case, the staff terminal 20 uses the POS server to store the accounting data (sales product name, provided service name, fee, time, own machine ID, etc.) each time an accounting process such as product sales or food service provision is performed. To the evaluation information management server 10 functioning as

In this embodiment, the evaluation information management server 10 has an inventory management database (DB) 400 that manages the inventory of products handled in stores and articles used for service provision, in addition to the above-described DBs 100 to 300. The storage unit 13 manages a countermeasure database (DB) 500 in which information indicating countermeasures to be taken according to the sales situation of the store is registered.
When receiving the accounting data from the staff terminal 20, the evaluation information management server 10 registers the accounting content in the inventory management DB 400, rewrites it, and manages the number of inventory.
The evaluation information management server 10 also shows information indicating an appropriate measure from the measure DB 500 based on the number of stocks etc. of products managed by the inventory management DB 400, for example, “starts selling by reducing the price by 100 yen” "Yes" is extracted and transmitted to the staff terminal 20, and an appropriate measure that leads to sales improvement is presented.

<Operation>
FIG. 38 is a sequence chart showing an operation flow when the behavior evaluation system presents measures for sales improvement to the store in real time according to the sales situation of the store. Hereinafter, the operation will be described with reference to FIG.

When a customer purchases a product or the like at a store or receives a service such as providing food or drink, the customer pays a fee at a cash register at the store and performs accounting.
At this time, the store staff or the like uses the staff terminal 20 to input information on the goods used for the purchased product or the service to be provided and the fee paid by the customer. The time and the identification ID of the own device are associated with each other and transmitted as accounting data to the evaluation information management server 10 (step S1101).

Upon receiving the accounting data, the evaluation information management server 10 registers the accounting data in the corresponding recording area of the inventory management DB 400 based on the terminal ID in the accounting data, and rewrites the inventory quantity (step S1102). ).

Next, the evaluation information management server 10 refers to the countermeasure DB 500 based on the rewritten inventory quantity and the current time, and determines whether there is a countermeasure to be presented to the store at the present time. (Step S1103).
When the information indicating the countermeasure to be presented in the current inventory condition is not registered in the countermeasure DB 500 (No in step S1103), the evaluation information management server 10 does not perform the countermeasure presenting operation as it is.
On the other hand, when it is determined that information indicating the countermeasure to be presented in the current inventory condition is registered in the countermeasure DB 500 (step S1103 / Yes), the evaluation information management server 10 displays the information indicating the countermeasure as the countermeasure DB 500. And is transmitted to the staff terminal 20 (step S1104).

When the staff terminal 20 receives information indicating the countermeasure from the evaluation information management server 10, the staff terminal 20 displays the content on the screen of the own device (step S1105).
For example, when there are 10 or more items in stock when the expiration date of the expiration period or the closing time is less than 3 hours, a measure such as “sell the product at a discount” is displayed on the screen of the staff terminal 20. Displayed above.
The staff performs sales promotion activities in accordance with the measures displayed on the screen of the staff terminal 20 or instructs other staff to execute the measures.

After executing the countermeasure displayed on the screen, the store staff uses the staff terminal 20 to input the ID of the staff who performed the countermeasure and transmits it to the evaluation information management server 10 (step S1106).

When the evaluation information management server 10 receives the ID of the staff who executed the countermeasure, the evaluation information management server 10 assigns a predetermined evaluation point to the staff corresponding to the ID (step S1107) and registers it in the area of the corresponding staff in the staff DB 100 ( Step S1108).
This evaluation point may be constant or may be given based on the sales of the corresponding product after the above-mentioned countermeasure instruction is given. For example, the evaluation information management server 10 adjusts the evaluation points to be given according to the result, such as 10 points when the corresponding product is sold out after a sale instruction and 5 points when the product is not sold. May be.

Each time the evaluation information management server 10 gives an evaluation point, the evaluation information management server 10 adds it to the evaluation point registered in the staff DB 100 so far, and newly registers the total value in the staff DB 100.
The manager side and the manager side can evaluate the staff by requesting and browsing the evaluation information management server 10 to acquire the information of the evaluation point using each terminal.
The operation is thus completed.

<Specific examples of database>
Next, in this embodiment, a data configuration example of the inventory management DB 400 and the countermeasure DB 500 managed by the evaluation information management server 10 will be specifically described with reference to the drawings.

FIG. 39 is a diagram illustrating an example of a table constituting the inventory management DB 400 according to the third embodiment of the present invention.
As shown in the figure, in the inventory management DB 400, “product name, etc.”, “unit price”, “stock quantity”, “quality retention period (expiration date)” and the like are associated with IDs for identifying the products. Managed for each store.
The “stock quantity” is appropriately increased or decreased according to the accounting data from the staff terminal 20 or the like.

40 and 41 are diagrams illustrating an example of a table constituting the countermeasure DB 500 according to the third embodiment of the present invention.

As shown in FIG. 35, in the countermeasure DB 500, message information indicating countermeasures according to various sales situations is managed in association with products (articles) to which the countermeasures are applied. The countermeasure DB 500 defines conditions for presenting the countermeasure.
For example, in the example of the figure, the product with the product ID “0001” is associated with information indicating a measure “sell at 2 discounts”. In addition, information indicating the countermeasure is associated with information indicating a presentation condition that “there is 10 or more in stock when the quality retention time is within 6 hours”.
The countermeasure DB 500 may manage information indicating a stepwise countermeasure that gradually increases the discount amount according to the remaining time until the quality retention period or the closing time.
In addition, information indicating a measure to be presented according to conditions other than the accounting data may be managed, such as “If the outside air temperature is equal to or higher than a predetermined temperature, recommend a cold drink to the customer”.

As shown in FIG. 38, the countermeasure DB 500 manages the name of the store where each staff terminal 20 functioning as a POS terminal is installed, and information indicating the business day and business hours of the store.
The evaluation information management server 10 refers to the business days and business hours of this store, and determines whether or not the conditions for presenting the countermeasure are met.

<Summary of the third embodiment>
As described above, according to the present embodiment, the evaluation information management server 10 manages the inventory of each store based on the accounting data received from the staff terminal 20, and according to the number of inventory and other conditions Since information indicating measures for increasing sales is transmitted to the staff terminal 20 in real time, the store side can perform optimal sales promotion activities that are directly linked to increased sales.

Further, according to the present embodiment, the evaluation information management server 10 assigns evaluation points to the staff who has executed the above-described measures, and manages the total value of the evaluation points in the staff DB 100. The side and the manager can evaluate the staff fairly and fairly based on this evaluation point.

Further, according to the present embodiment, as an example, the staff terminal 20 is a POS terminal integrated with a register. However, the staff terminal 20 is a portable terminal for order reception used by a staff in a restaurant or a restaurant. Also good.
In this case, when the staff places an order in the customer's table, the staff uses the staff terminal 20 which is a portable terminal for receiving the order, and inputs the ordered product and transmits it to the evaluation information management server 10.

Further, only the accounting data input function of the staff terminal 20 can be separated and mounted on the customer terminal 50.
In this case, the customer inputs the product name to be purchased or ordered using the customer terminal 50 installed on the customer table of the restaurant, and this input information is transmitted to the evaluation information management server 10. Note that information indicating a countermeasure is transmitted to the staff terminal 20 operated by the staff, as in the present embodiment.

[Fourth Embodiment]
<Overview>
In the present embodiment, the management side instructs the management policy of the store from the management side, and the management side manages the store based on the instruction. Then, the management side evaluates whether or not the management side has operated the store according to the instruction.

FIG. 42 is a diagram showing an outline of the background in the fourth embodiment of the present invention.
As shown in the figure, in this embodiment, as an example, a store is a convenience store, a manager is a store manager, and a staff is a store clerk. The management side is assumed to be the management company of this convenience store chain.
Furthermore, in addition to the management headquarters that has invented the store management policy, the management side is specially provided with managers called supervisors and positions for performing store supervisory duties. This supervisor is the person who directs the manager to the management policy that the management headquarters has invented, and reports to the management headquarters on the execution results such as whether or not the management policy is actually being executed. Do.
In addition to text comments, the reporting method includes images (including moving images) taken of evidence that the management policy has been fulfilled.
Hereinafter, unless otherwise specified, the present embodiment will be described assuming that it is the same as the configuration and operation of the first embodiment.

<Configuration>
Next, the configuration of the behavior evaluation system in the fourth embodiment of the present invention will be described.
FIG. 43 is a diagram showing the configuration of the behavior evaluation system in the fourth exemplary embodiment of the present invention.
As shown in the figure, in this embodiment, in addition to the configuration of the first embodiment, the behavior evaluation system is operated by the above-mentioned supervisor and reports to the management side whether or not the above-mentioned management policy is executed. It further has a policy request terminal 60.
The policy request terminal 60 is an information processing apparatus such as a PC or a mobile terminal (such as a mobile phone, PHS, or PDA) operated by a supervisor. This policy requesting terminal 60 has a function of transmitting / receiving information via a network, a function of storing information, a function of inputting information, a function of displaying information, an image ( (Including moving images).
The supervisor operates the policy request terminal 60 and registers text data and an image indicating whether or not the store manager has performed the duties in accordance with the store management policy described above in the evaluation information management server 10.

Further, in the present embodiment, it is assumed that, in addition to the policy request terminal 60, the manager terminal 30 and the customer terminal 50 also have the photographing function.

<Operation>
Next, the operation in this embodiment will be described.

(1) Execution Result Reporting Operation by Supervisor FIG. 44 shows the flow of operation when checking whether or not a store management policy is requested by the policy requesting terminal 60 in the fourth embodiment of the present invention. It is the sequence chart shown.
Hereinafter, the description will be made along this figure.

First, the supervisor uses the policy request terminal 60 to access the evaluation information management server 10 and requests acquisition of management policy information for the store in charge of the supervisor (step S1201).
In the evaluation information management server 10, information related to the management policy of each store (hereinafter referred to as management policy information) proposed by the management headquarters is registered in advance. When the policy request terminal 60 receives the management policy information from the evaluation information management server 10 in response to the above acquisition request (step S1202), the policy request terminal 60 displays it on the screen (step S1203).
In this management policy information, job contents to be executed in accordance with the management policy are indicated. For example, it is indicated that “the display which picks up the products suitable for summer” is shown as the job contents.
After confirming this job content, the supervisor uses the policy request terminal 60 to transmit information to request execution of the job to the manager terminal 30 of the store manager in charge of the supervisor (step S1204). ). At this time, the supervisor may request the store manager to perform the job verbally.

Next, the supervisor uses the policy request terminal 60 to display the above-described management policy information (a list of duties to be executed by the store manager) on the screen again (step S1205).
Then, for each of the duties, “do” or “do not” is requested on the screen to make an execution request to the store manager (step S1206). The supervisor uses the policy request terminal 60 to transmit the selection of “Yes” or “No” to the evaluation information management server 10 as daily report data of the supervisor (step S1207).
Upon receiving the supervisor's daily report data, the evaluation information management server 10 registers it in the storage unit 13 (step S1208).
This completes the reporting operation of the execution performance by the supervisor, that is, whether or not the supervisor has requested the store manager to perform the duties.

(2) Execution Result Reporting Operation by Store Manager FIG. 45 is a sequence chart showing a flow of a reporting operation to the effect that duties are performed in accordance with the store management policy by the manager terminal 30 in the fourth embodiment of the present invention. It is.
Hereinafter, the description will be made along this figure.

First, when the store manager is requested by the supervisor to execute the duties in accordance with the store management policy as described above, the manager uses the manager terminal 30 to access the evaluation information management server 10 to manage the store. The policy information acquisition is requested (step S1301), and when received (step S1302), the contents are displayed (step S1303) and confirmed.

Then, the store manager performs a predetermined duty in accordance with the confirmed store management policy. For example, when the management policy is “to display a product picked up for summer”, the display of the store is changed according to the policy.

Next, the store manager operates the manager terminal 30 and inputs whether or not a predetermined job has been executed in accordance with the store management policy actually instructed (step S1304).
As for this input method, for example, one of the options “executed” or “do not execute” may be selected, or what is actually performed may be input as text data.

Further, the store manager operates the manager terminal 30 to photograph the actually executed evidence (step S1305). For example, when the display for summer season is performed as described above, the display scenery is photographed.

Then, the store manager transmits the input information indicating the presence / absence of the above-mentioned job execution and the photographed image to the evaluation information management server 10 (step S1306), and registers them in the storage unit 13 as daily report data of the store manager (step S1307). .
This completes the operation of reporting whether or not the store manager has performed the job.

(3) Reporting result of execution results by the supervisor Similar to the reporting operation by the store manager described above, the supervisor also uses the policy request terminal 60 to determine whether or not the store manager actually performed the duties according to the store management policy. The execution results can be reported.
The supervisor visits the store manager's store and confirms whether or not he / she has actually performed his duties at the store in accordance with the management policy proposed by the management. Here, the policy request terminal 60 is used to input the presence / absence of execution and photographing in the same manner as the store manager described above, and these pieces of information are transmitted to the evaluation information management server 10 and stored as supervisor daily report data 13. Register with.
Since this detailed operation content is the same as the reporting operation by the store manager described above, a description thereof will be omitted.

Furthermore, the supervisor can also create daily report data and register it in the evaluation information management server 10 without directly visiting the store and taking pictures.
That is, the supervisor accesses the evaluation information management server 10 using the policy request terminal 60, receives the captured image in the daily report data already registered by the store manager or other supervisor, and displays the image. Without visiting the target store, it is possible to easily grasp the situation in the store and to evaluate the store manager.

(4) Confirmation Operation by the Management Headquarters As described above, the storage unit 13 of the evaluation information management server 10 stores the supervisor's daily report data (whether the supervisor has requested the job or whether the store manager has performed the job). No.) and the daily report data of the store manager (whether or not the store manager has performed his duties) are registered.
When the management-side headquarters accesses the evaluation information management server 10 using the management-side terminal 40 and requests acquisition of daily report data of the supervisor and the store manager, the daily report data is transferred from the evaluation information management server 10 to the management-side terminal 40. And is displayed on the screen of the management terminal 40.
The headquarters on the management side checks the texts and images in both daily reports displayed on the screen, and determines whether the supervisor and the store manager are performing their duties in accordance with the store management policy that they have devised. The management terminal 40 is used to input evaluations for the supervisor and the store manager.
The management side terminal 40 transmits the input evaluation information to the policy request terminal 60 and the manager terminal 30. For example, when the supervisor or the store manager determines that he / she is not performing his duties in accordance with the above management policy, the management side terminal 40 is used to transmit that fact to the policy request terminal 60 or the managerial terminal 30 and the management Inform them to follow the policy.

In this way, the management headquarters can easily grasp whether each store is actually operated according to the management policy by checking the text and images of daily report data registered by the supervisor and the store manager. it can. Therefore, when the operation policy is not followed, it is possible to promptly respond such as prompting the supervisor.
The evaluation information management server 10 calculates various statistics based on the registered daily report data. For example, “number of duties requested by supervisor / number of duties not requested”, “number of duties requested by supervisor and executed by store manager”, “number of requests requested by supervisor and not executed by manager” Etc. are calculated, and the management-side headquarters can access the evaluation information management server 10 using the management-side terminal 40 and browse these statistical information.

(5) Confirmation operation by supervisor and store manager According to the above-mentioned "(4) Confirmation operation by management headquarters", the management headquarters inputs evaluations for the supervisor and store manager using the management terminal 40, This input evaluation is directly transmitted to the manager terminal 30 and the policy request terminal 60.
In addition to this, the management-side headquarters uses the management-side terminal 40 to transmit the inputted evaluation to the evaluation information management server 10, register it in the storage unit 13, and access this evaluation information management server 10. Thus, the contents of the evaluation can be browsed. That is, the management headquarters, supervisor, and store manager access the evaluation information management server 10 using their

own terminals

30, 40, 60, and evaluate the supervisor and store manager by the management headquarters on the

terminals

30, 40, 60. You can display it on the screen and check its contents.
At this time, daily report data (including photographed images) already registered in the evaluation information management server 10 can also be browsed, and can be used for evaluation and guidance to the store manager after that.

<Summary of Fourth Embodiment>
As described above, according to this embodiment, whether the supervisor has requested the store manager to execute an action in accordance with the store management policy invented by the management headquarters, the store manager actually performs the action. Since daily report data on whether or not it has been executed is registered in the evaluation information management server 10, the management headquarters acts in accordance with the management policies (strategies, tactics, priority measures) formulated by the management headquarters. It is possible to easily grasp whether or not it is.
Moreover, the management-side headquarters sufficiently performs an action in accordance with the management policy by transmitting the evaluation based on the daily report data to at least one of the policy request terminal 60 and the manager terminal 30 using the management-side terminal 40. The action can be effectively encouraged to supervisors or store managers who are not.
In addition to the text data, the daily report data includes an image showing evidence that the action in accordance with the management policy was actually performed or was not performed. Compared to the case, it is possible to grasp more clearly, and the reliability of the registered daily report data can be improved.

In this embodiment, an image is registered as daily report data for evaluating the execution performance of the store manager. This image registration can also be applied to the first to third embodiments. .
For example, when registering evaluation information for a staff, the staff, managers, and customers use each terminal to register an image related to the evaluation or an image that is the basis for the evaluation, and the evaluation information management server 10 can improve the reliability of the evaluation by evaluating the staff based on this image.

In this embodiment, the supervisor is a person who requests the management side to make a management policy that is planned by the management side. In addition to this, the supervisor executes the action to be performed as a human resource desired by the management side. You may make it prompt.

In addition, the daily report data described above does not necessarily include both evaluation and image information for managers, and it is sufficient that at least one of them is included.

<Summary of overall embodiment>
As described above, according to the above-described embodiment, the evaluation information management server 10 is not only evaluated by the staff member belonging to a company or the like, but also from a colleague's staff and a manager who is responsible for supervising the staff. Based on the evaluation, the improvement diagnosis information that clearly visualizes the evaluation with a radar chart etc. is provided, so the staff performs self-evaluation, comprehensive evaluation including evaluation from other staff, and evaluation from the store manager. In comparison, it is possible to objectively evaluate one's skills and to make an appropriate policy for future skill improvement.
Further, the management side and the store manager can objectively evaluate the staff, and the staff can be assigned to an appropriate department (person in charge), thereby realizing an ideal right place for the right person.

In addition, according to the above embodiment, the evaluation information management server 10 represents the skill level of the staff as points based on the response of the execution evaluation sheet obtained from the staff, and visualized it with a radar chart or the like. Therefore, the staff can easily grasp the skill level of the staff by simply answering whether or not the action has been taken.

Moreover, according to the said embodiment, since the evaluation information management server 10 transmits the improvement diagnostic information in which the past self-evaluation was shown to the staff terminal 20 with the latest self-evaluation by the staff, the staff is his own We can grasp growth and can increase motivation for future work.

Further, according to the above embodiment, the evaluation information management server 10 transmits the improved diagnosis information indicating the evaluation from the staff side and the evaluation from the customer side to each of the terminals 20 to 40, so that the staff, the store manager And the management side can objectively evaluate the customer's response to the store by comparing the evaluation on the staff side with the evaluation on the customer side, and can make an appropriate policy regarding store operation It becomes.

In this way, the difficulty level of the action that prompts the execution in the comment of the improvement diagnosis information is adjusted according to the skill acquisition level of the staff, so that the staff can be stepped in step with the growth of the staff without frustration. Can acquire skills.

Further, according to the above embodiment, the evaluation information management server 10 calculates the divergence value between the store manager side evaluation and the staff side evaluation and compares the divergence value between the store managers. For store managers whose value is greater than or equal to a predetermined value, the store manager's evaluation is corrected, so even if the store manager's evaluation criteria are far apart from the staff and the evaluation criteria, the staff will be evaluated appropriately. It becomes possible. In addition, managers can encourage such managers to evaluate staff according to appropriate standards and to properly supervise staff.

Further, according to the above embodiment, the staff uses the staff terminal 20 to input a problem in the workplace and the improvement plan in the improvement plan entry sheet, and registers them in the evaluation information management server 10. It is possible to effectively encourage staff to actively work to improve policies.
Moreover, since the evaluation information management server 10 creates and transmits an execution evaluation sheet based on a future action improvement plan proposed by the staff, the management side or the store manager proposes the staff himself or herself at a meeting. It is possible to easily confirm whether the improvement plan is actually executed by the staff, and it is possible to effectively urge the staff to take an action based on the improvement plan.
Meeting According to the above-described embodiment, the evaluation information management server 10 requires a long time for the staff to complete the process when the plurality of stages are completed in order to eventually complete the process. And the stage where the estimated sales amount at the time of the contract is decreasing, the stage that the staff is not good at is easily identified, and the stage is intensively educated and improved. It is possible to improve the results that are obtained. In addition, by increasing the number of activities at that stage, it is possible to effectively shorten the time required to complete the process.

Further, according to the above embodiment, the evaluation information management server 10 that functions as a POS server manages the inventory of each store based on the accounting data received from the staff terminal 20 that functions as a POS terminal, and the inventory. Since information indicating measures that lead to sales increase according to the number is transmitted to the staff terminal 20, the store side can know in real time the optimal measures for the current sales situation and perform effective sales promotion activities. It becomes possible.

The evaluation information management server 10, the staff terminal 20, the manager terminal 30, the management side terminal 40, or the customer terminal 50 is realized mainly by a program loaded on the CPU and the memory. However, it is also possible to configure this apparatus or server by a combination of any other hardware and software, and the high degree of freedom of design will be easily understood by those skilled in the art.
When the evaluation information management server 10, the staff terminal 20, the manager terminal 30, the management terminal 40, or the customer terminal 50 is configured as a software module group, the program includes an optical recording medium, a magnetic recording medium, and a magneto-optical medium. It may be recorded on a recording medium or a recording medium such as a semiconductor and loaded from the above-mentioned recording medium, or may be loaded from an external device connected via a predetermined network.

The above-described embodiment is an example of a preferred embodiment of the present invention. The embodiment of the present invention is not limited to this embodiment, and various modifications may be made without departing from the scope of the present invention. Is possible.
For example, in the above embodiment, the organization to which this behavior evaluation system is applied is, for example, a company that operates a store. However, the present invention is not limited to this. Other companies, public institutions, membership organizations, It can be applied to any organization or group such as a private group with a large or small number of people.

In addition, the behavior DB 300 in the above embodiment manages the skill and behavior of the staff by three items of large, medium, and small, but data by two items composed of a large item (skill) and a small item (action). A structure may be configured, or a data structure of a large, medium, and small total of 4 items or more with 2 or more medium items may be configured.

Further, the staff terminal 20, the managerial terminal 30 and the customer terminal 50 described above may be personally owned or lent from the company side. Moreover, it may be installed in the homes of staff, store managers, and customers, or may be installed in restaurants.

In the above-described embodiment, the divergence value indicating the point difference in the skill (major item) is used as an index indicating the divergence of the evaluation between the store manager and the staff. Any other index may be used as long as it is (degree of deviation).

It is a figure which shows the structure of the action evaluation system in the 1st Embodiment of this invention. It is a figure which shows the structure of the evaluation information management server in the 1st Embodiment of this invention in detail. It is a figure which shows an example of the data structure of action DB in the 1st Embodiment of this invention. In the 1st Embodiment of this invention, it is a sequence chart which shows the flow of operation | movement by the action evaluation system when a staff performs self-evaluation. It is a figure which shows an example of the execution evaluation sheet | seat in the 1st Embodiment of this invention. It is a figure which shows an example of the improvement diagnostic information in the 1st Embodiment of this invention. In the 1st Embodiment of this invention, it is a sequence chart which shows the flow of operation | movement by the action evaluation system when a staff performs self-evaluation several times. In the 1st Embodiment of this invention, it is a sequence chart which shows the flow of operation | movement by the action evaluation system when a staff evaluates the other staff of a colleague. In the following, the operation will be described with reference to FIG. In the 1st Embodiment of this invention, it is a sequence chart which shows the flow of operation | movement by the action evaluation system when a staff proposes the improvement plan on the workplace. In the 1st Embodiment of this invention, it is a sequence chart which shows the flow of operation | movement by the action evaluation system when a store manager performs evaluation with respect to a staff. In the 1st Embodiment of this invention, it is a sequence chart which shows the flow of operation | movement by the action evaluation system when evaluating with respect to a store manager. In the 1st Embodiment of this invention, it is a sequence chart which shows the flow of operation | movement by the action evaluation system when a customer performs evaluation with respect to a staff. It is a figure which shows an example of the table which comprises staff DB in the 1st Embodiment of this invention. It is a figure which shows an example of the table which comprises staff DB in the 1st Embodiment of this invention. In the 1st Embodiment of this invention, it is a figure which shows the example of a data structure of management DB which the evaluation information management server manages. In the 1st Embodiment of this invention, it is a figure which shows the example of a data structure of management DB which the evaluation information management server manages. In the 1st Embodiment of this invention, it is a figure which shows the example of a data structure of management DB which the evaluation information management server manages. In the 1st Embodiment of this invention, it is a figure which shows the example of a data structure of management DB which the evaluation information management server manages. It is a figure which shows an example of the improvement diagnostic information displayed on a staff terminal in the 1st Embodiment of this invention. It is a figure which shows an example of the improvement diagnostic information displayed on a staff terminal in the 1st Embodiment of this invention. It is a figure which shows an example of the improvement diagnostic information displayed on a staff terminal in the 1st Embodiment of this invention. It is a figure which shows an example of the improvement diagnostic information displayed on a staff terminal in the 1st Embodiment of this invention. In the 1st Embodiment of this invention, it is a figure which shows an example of the improvement diagnostic information displayed on a management side terminal. It is a figure which shows an example of the improvement proposal entry sheet displayed on a staff terminal in the 1st Embodiment of this invention. It is a figure which shows an example of the process in the 2nd Embodiment of this invention. It is a sequence chart which shows the flow of the input operation to the execution evaluation sheet | seat by the action evaluation system in the 2nd Embodiment of this invention. It is a figure which shows an example of the execution evaluation sheet | seat in the 2nd Embodiment of this invention. It is a sequence chart which shows the flow of the input operation | movement to the stage entry sheet by the action evaluation system in the 2nd Embodiment of this invention. It is a figure which shows an example of the stage entry sheet in the 2nd Embodiment of this invention. It is a figure which shows an example of the progress status information in the 2nd Embodiment of this invention. It is a figure which shows the example of a screen display of "the estimated order amount" in the 2nd Embodiment of this invention. It is a figure which shows the example of a screen display of "stage residence rate" in the 2nd Embodiment of this invention. In the 2nd Embodiment of this invention, it is a sequence chart which shows the flow of operation | movement by the action evaluation system when the management side confirms the comment from a staff. It is a flowchart which shows the flow of the staff evaluation operation | movement by the evaluation information management server in the 2nd Embodiment of this invention. It is a figure which shows an example of the table which shows a response | compatibility with each stage and stage difficulty coefficient in the 2nd Embodiment of this invention. It is a figure which shows an example of the table which shows a response | compatibility with each activity and activity evaluation point in the 2nd Embodiment of this invention. It is a figure which shows an example of the table which shows a response | compatibility with each stage and progress bonus coefficient in the 2nd Embodiment of this invention. In the 3rd Embodiment of this invention, it is a sequence chart which shows the flow of operation | movement when an action evaluation system presents the measure for a sales improvement with respect to a shop side in real time according to the sales situation of a shop. is there. It is a figure which shows an example of the table which comprises inventory management DB in the 3rd Embodiment of this invention. It is a figure which shows an example of the table which comprises countermeasure DB in the 3rd Embodiment of this invention. It is a figure which shows an example of the table which comprises countermeasure DB in the 3rd Embodiment of this invention. It is a figure which shows the outline | summary of the background in the 4th Embodiment of this invention. It is a figure which shows the structure of the action evaluation system in the 4th Embodiment of this invention. It is a sequence chart which shows the flow of operation | movement when confirming whether the request | requirement of the shop management policy was performed by the policy request terminal in the 4th Embodiment of this invention. It is a sequence chart which shows the flow of the report operation | movement to the effect that the duties were performed according to the store management policy by the management rank terminal in the 4th Embodiment of this invention.

DESCRIPTION OF SYMBOLS 10 Evaluation information management server 11 Control part 12 Communication part 13 Storage part 20 Staff terminal 30 Managerial terminal 40 Management side terminal 50 Customer terminal 60 Policy request terminal 100 Staff DB
200 Manager DB
300 Action DB
400 Inventory management DB
500 Countermeasure DB

Claims

A behavior evaluation system configured by connecting a staff terminal operated by a staff member belonging to a predetermined organization and an evaluation information management server that manages evaluation information for the staff via a network,
When the staff terminal receives from the evaluation information management server information that asks the execution performance of the action that the staff should perform on the job, the staff terminal inputs information indicating self-evaluation with respect to the execution performance and transmits the information to the evaluation information management server ,
When the evaluation information management server receives the information indicating the self-evaluation from the staff terminal, the evaluation information management server generates information indicating the skill acquisition level of the staff based on the information indicating the self-evaluation, and acquires the generated skill A behavior evaluation system characterized by transmitting information indicating a degree to the staff terminal.
When the staff terminal receives the information asking about the execution performance of the action from the evaluation information management server, the staff terminal inputs information indicating the evaluation of the execution performance with respect to other staff of the colleague, and transmits the information to the evaluation information management server.
When the evaluation information management server receives the information indicating the evaluation of the execution performance of the other staff of the colleague from the staff terminal, the received information and the information indicating the self-evaluation by the other staff of the colleague Based on the above, information indicating the skill acquisition level of the other staff of the colleague is generated, and information indicating the acquired skill level of the staff is transmitted to a staff terminal operated by the other staff of the colleague. The behavior evaluation system according to claim 1.
A manager terminal operated by a manager who supervises and supervises the staff in the predetermined organization;
The manager terminal inputs information indicating evaluation to the staff by the manager based on the execution performance of the actions that the staff should perform on the job, and transmits the information to the evaluation information management server,
When the information indicating the evaluation of the staff by the manager is received from the manager terminal, the evaluation information management server indicates the skill level of the staff based on the information indicating the evaluation of the staff by the manager The behavior evaluation system according to claim 1, wherein information is generated, and at least one of information indicating the acquired skill level and the evaluation of the staff by the manager is transmitted to the staff terminal. .
It further has a management side terminal operated by the management side of the predetermined organization,
The evaluation information management server compares the information indicating the evaluation of the staff by the manager with the information indicating the self-evaluation by the staff, and determines the divergence between the information indicating the two evaluations by the staff of the manager 4. The behavior evaluation system according to claim 3, wherein the management evaluation skill is evaluated and information indicating the evaluation of the manager is transmitted to the management terminal.
The evaluation information management server calculates a correction coefficient for making the evaluation by the management staff uniform toward the staff based on the degree of divergence in a plurality of management positions, and a numerical value indicating the evaluation of the management staff by the staff Is multiplied by the calculated correction coefficient to generate information indicating the evaluation of the staff by the new manager, and based on the information indicating the evaluation of the staff by the newly generated manager 5. The behavior evaluation system according to claim 4, wherein information indicating a skill acquisition level is generated, and information indicating the generated skill acquisition level is transmitted to the staff terminal.
Further comprising a policy request terminal operated by a person who requests the manager to execute an action to be performed on the job in accordance with an operation policy formulated by the management, or an action to be performed as a human resource desired by the management;
The manager terminal or the policy request terminal inputs at least one of execution result information indicating whether or not an action to be performed by the manager is performed on the job, and image information that proves the execution or not Send to the evaluation information management server and register,
The management-side terminal, when acquiring at least one of the registered execution result information and image information from the evaluation information management server, based on at least one of the acquired execution result information and image information, 6. The behavior evaluation system according to claim 4, wherein the evaluation information is generated, and the generated information is transmitted to at least one of the manager terminal and the policy request terminal.
The policy request terminal transmits an image information acquisition request registered by a person other than the operator of the terminal to the evaluation information management server, and displays the image information on the screen when the image information is received from the evaluation information management server. The behavior evaluation system according to claim 6, wherein:
A customer terminal operated by a customer of the predetermined organization;
The customer terminal inputs information indicating the evaluation of the staff by the customer based on the execution performance of the actions to be performed by the staff, and transmits the information to the evaluation information management server,
When the evaluation information management server receives information indicating the evaluation of the staff by the customer from the customer terminal, the evaluation information management server indicates the skill level of the staff based on the information indicating the evaluation by the customer to the staff or the administrator. The behavior evaluation system according to any one of claims 1 to 7, wherein information is generated, and information indicating the acquired skill level is transmitted to the staff terminal.
The customer terminal inputs execution result information indicating whether or not an action to be performed on the job by the manager is performed, and image information that proves the execution or not, and transmits the information to the evaluation information management server for registration And
The management-side terminal, when acquiring at least one of the registered execution result information and image information from the evaluation information management server, based on at least one of the acquired execution result information and image information, 9. The behavior evaluation system according to claim 8, wherein evaluation information is generated.
The staff terminal inputs information indicating an improvement plan for a task in the predetermined organization and transmits the information to the evaluation information management server,
The evaluation information management server, when receiving the information indicating the improvement plan, generates information asking an action performance of the staff as an action to be performed by the staff on the improvement plan. The behavior evaluation system according to any one of 1 to 9.
The evaluation information management server is related to a skill of a skill level less than a predetermined level in relation to a skill of a skill level that is less than a predetermined performance and related to a skill of a skill level that is less than a predetermined level in information indicating the skill level 11. The information indicating the skill acquisition level of the staff for promoting improvement of at least one of job behavior with a low performance record is generated and transmitted to the staff terminal. The behavior evaluation system according to any one of the above.
The evaluation information management server selects an action that requires a high level of skill for execution when the learning level is equal to or higher than a predetermined level based on information indicating the skill level of the staff, and executes when the level is lower than the predetermined level 12. The method according to claim 1, further comprising: selecting an easy-to-be-behavior, creating information for asking an execution performance of the behavior based on the selected behavior, and transmitting the information to the staff terminal. The behavior evaluation system described in 1.
When the evaluation information management server is requested by the staff terminal or the manager terminal to acquire the registered evaluation information, the evaluation information management server converts the evaluation information into a polygonal radar chart having the staff skill as an evaluation axis. The behavior evaluation system according to any one of claims 1 to 12, wherein the converted radar chart evaluation information is transmitted to the request source terminal.
When the staff is in charge of a process in which a stage is a unit of work completed by executing a plurality of actions, and a predetermined job performance can be obtained by completing a plurality of stages in stages.
When the evaluation information management server receives from the staff terminal information indicating that all of a plurality of actions necessary for completion of the stage have been executed or information indicating intention to proceed to the next stage, The behavior evaluation system according to any one of claims 1 to 13, wherein information asking for execution results of a plurality of behaviors necessary for completing a stage is transmitted to the staff terminal.
The staff terminal transmits information indicating an execution history of each stage by the staff to the evaluation information management server,
When the evaluation information management server receives information indicating the execution history of each stage from the staff terminal, the evaluation information management server calculates the time required for the staff to complete each stage based on the information, and the calculated information The behavior evaluation system according to claim 14, wherein the behavior evaluation system is transmitted in response to an acquisition request.
The evaluation information management server includes an action evaluation point given according to each difficulty level required for completion of the stage, a stage difficulty coefficient indicating the difficulty level of completion of the stage, Manage the progress bonus coefficient that evaluates completion in a table,
When receiving information indicating that an action necessary for completion of the stage has been received, the table is referred to, the action evaluation points are totaled for each stage, and the action evaluation points corresponding to the stages are totaled. Multiply the stage difficulty coefficient, multiply the total of the stage behavior evaluation points by the progress bonus coefficient, and sum the action evaluation points multiplied by the stage difficulty coefficient for the entire process. The behavior evaluation system according to claim 15, wherein each staff is managed as an evaluation point.
The staff terminal inputs expected amount information indicating a final sales amount expected at the time of completion of each stage, and transmits to the evaluation information management server,
When the estimated information is received from the staff terminal, the evaluation information management server extracts a stage in which the predicted final sales amount has decreased by a predetermined value or more from the previous stage, and information on the extracted stage The behavior evaluation system according to claim 14, wherein the behavior evaluation system is transmitted in response to an acquisition request.
The evaluation information management server transmits information to the staff terminal that prompts an action necessary for completion of the stage,
When the time required to complete the stage is a predetermined time or more, or when the numerical value indicating the probability of completing the stage is less than a predetermined value, the information for prompting the action is specifically It is a content that promotes a necessary action or an essential action,
When the time required to complete the stage is less than a predetermined time, or when the numerical value indicating the probability of completing the stage is greater than or equal to a predetermined value, the information for prompting the action includes a plurality of information The behavior evaluation system according to any one of claims 14 to 17, wherein the behavior evaluation system is an abstract behavior that summarizes the specific behavior, or a content that promotes a specific arbitrary behavior.
The staff terminal is associated with an action necessary for completion of the stage, and is input to the evaluation information management server by registering the report, contact or consultation comment information for the manager from the staff, and registering,
When the evaluation information management server receives the comment information acquisition request from the manager terminal, the evaluation information management server arranges the comment information of the staff under the supervision of the manager who operates the manager terminal in a predetermined order and displays the information in the list The behavior evaluation system according to any one of claims 14 to 18, wherein the behavior evaluation system is generated and transmitted to the manager terminal.
The evaluation information management server arranges the comment information in descending order of importance of the stage set in advance, the final sales amount predicted when the comment information is input, or the contract probability predicted by the staff. The behavior evaluation system according to claim 19, wherein information of a list is generated.
The staff terminal transmits accounting data including the type of product sold or provided in the store to the evaluation information management server,
The evaluation information management server, when receiving the accounting data from the staff terminal, manages the inventory quantity, manufacturing cost, cost, selling price of the product of the store based on the received accounting data, and based on the inventory quantity Predetermined information is extracted from information indicating measures for improving sales or profits stored in advance in the device, and the information indicating measures for improving the extracted sales or profits is The behavior evaluation system according to any one of claims 1 to 20, wherein the behavior evaluation system transmits the information to a staff terminal.
The staff terminal inputs information indicating the staff executed according to the content of the information indicating the countermeasure and transmits the information to the evaluation information management server,
The behavior evaluation system according to claim 21, wherein the evaluation information management server, when receiving information indicating the staff who has executed the countermeasure, assigns an evaluation point to the staff and manages the staff.