経営コンサル日誌

NISHIコンサル日誌のバックナンバーブログです。

日記

コンサル前のルーティンは●●をすべし。

投稿日:

こんにちは。NISHIです。

こちらの記事を眺めていて
ばーーっと思い浮かんだといいますか、
思い出したことがいくつかありますので、
今日はそれをお伝えしますね。

もちろん、コンサルについて、ですよ。
記事はこちらです。

http://grass-ex.jp/Lo30/11671

これですね、
内容はどうでもいいんです。
顧客満足度もどうでもいい。

私が見たのはココ。
最後にこんな記載があるんです。

==
安売りに集中しすぎて、
売り場に台車が置きっ放し
だったり雑さが目立ちます
==

ここ、です。

全文を細かく確認はしていませんが、
西友が5位に甘んずる理由として
このような記載がなされている。
そういったところでしょうか。

で、店舗コンサルをする場合は特に、
「変化」を見ること。これ、大事。
————————–

定期的に伺う顧問先なら、
前回および普段とは、
何が、どう違うのか?

初見のお客、店舗であれば、
何に「違和感」を感じるのか?

同業他店、異業種他店と比べ、
何が、どう違うのか?

そんな風に現場を瞬時にスキャンし、
自分のデータベースと照合していく。

こういった作業がまず必要で、
仮決めでも現状にアタリをつければ
そこから分析が可能になるのです。
スタートラインに立つことができる。

例えば私の場合、
前職時代に多くの先輩コンサルの
同行に伺ったことがありますが、
観察していると面白い。

何を?

先輩コンサルの動き。
そして、店舗。その両方です。

先輩コンサルによっては
顧問先にコンサルに入る前の
ルーティンワークがあったりする。

顧問先のパチンコ店の一角。
そこでタバコを吸いながら、
ぼーーーっと店内を見渡す。

よく話すスタッフがいれば
つかまえて、

「最近、どうなん?」
「なんか気になることある?」
「あれ、どうなったんかなぁ?」

などなど、
毎回決まった質問を繰り返す。
あくまで、ナチュラルに。

時を変えて同じものを見る。
同じ人に同じ質問をしてみる。
これ、定点観測に近い行為ですが、
こういったことを繰り返す。

すると、どこかに「違和」を
「感じる」ことがある。
その「感じ」た「違和」に対し、
裏取り作業をしていく。

その裏取り作業ために、
先ほどのようなナチュラルな雑談を
スタッフとしたりするわけです。

そこで大事なのは、
スタッフの「意見」を聞くのではなく、
「事実」を拾っていくこと。

具体的スケジュールはどうなのか?
具体的に抱えているタスクは何か?
具体的にどれだけ時間がかかったのか?

など、ヒアリング対象者の主観ではなく
あくまで事実を拾っていく。

その事実と違和感を照合させるのです。

ちなみに、
冒頭の記事から引用した例ですが、
なぜ、ここをピックアップしたのか?

現場の変化や現場の違和感で
ありがちなのが「売場の乱れ」なんです。

変化には必ず原因があります。
乱れは、同じ変化でも
よくない方の変化です。

だったら、裏取りしないとダメですよね。

では。

NISHI

-日記

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