Clarify the operational status of your company's website through an investigation of three quality aspects (technology, process, service). Build a robust operational flow!
■What can be solved - Achieving KPIs and realizing cost reduction We will identify factors that hinder goal achievement from the perspectives of technology, process, and service quality, and improve the system aspect. Cost reduction will be realized. - Identifying root causes of quality variation and improving technical standards We will define the necessary skill levels for each process and conduct evaluations of technical quality. A stable operational system that encompasses the required skills will be established. - Visualizing and improving bottlenecks in complex processes We will identify issues in the process through on-site operational status, the volume of deliverables, and stakeholder interviews. An efficient and reproducible system will be designed. - Visualizing the gap between ideal and current perceptions to improve service quality We will conduct interviews based on six service quality indicators and visualize the gap between expectations using a radar chart. The direction for improvement will be clarified.
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basic information
**Towards Upgrading the Web Operations System** Corporate websites are operated with the involvement of many stakeholders, including the main department, service owner department, and production companies. The main department is now required not only to handle daily updates but also to contribute to management through KPI achievement and cost reduction, making the strengthening of the operational system, including partner companies, essential. To upgrade the web operations system, it is crucial to evaluate the following three perspectives: 1. The technical quality perspective, which assesses whether partner companies possess sufficient technical skills to operate your website. 2. The process quality perspective, which examines whether the process from request for site updates to publication is well-organized, independent of individual capabilities, and whether controls are in place to suppress the occurrence of troubles. 3. The service quality perspective, which considers whether there is an attitude of providing services that align closely with your company as an operational partner. It is essential to evaluate these three perspectives to clarify the points that need strengthening. In this service, we will analyze the gaps against your company's web operation goals through interviews and from our three quality perspectives of "technology, process, and service," thereby clarifying the issues.
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Applications/Examples of results
【Service Overview】 We will evaluate and analyze the operational status of your company's website from the perspectives of "technical quality," "process quality," and "service quality," and compile our findings along with improvement proposals into a report for delivery. 【Service Details】 ■Technical Quality We will identify the necessary technical areas and skill levels required to operate your company's website (such as design, HTML coding, CSS design, JavaScript design, etc.) and ensure that the overall operational structure meets the required technical areas and skill levels. Additionally, when personnel changes occur, we will assign staff who meet the required skill levels. ■Process Quality In addition to conducting multifaceted interviews with your company's representatives and production staff, we will measure operational hours and the volume of deliverables to analyze process-related issues and their causes. ■Service Quality By responding to the prepared interview items regarding the six service quality indicators required for web operations (accuracy, speed, flexibility in response, empathy, reassurance, and positive impression), we will visualize the gap between your expectations and the current situation using a radar chart.
Company information
Since 1990, which can be considered the dawn of the IT field, our company has been providing a variety of unique services centered around digital content. We realize the marketing and branding of our client companies through digital media, and in order to continuously improve, we offer a comprehensive range of services including the planning, design, and implementation of content (including video and audio) and UI, website construction and operation, as well as system development, application development, enhancement of accessibility/usability, and access analysis.
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