Q. What kind of business are you using Questetra for?
TMJ, Inc. is an outsourcing company that is to be entrusted BPO operations including contact center.
Originally, it was born as a spun off from in-house Call Center of Fukutake Publishing Co., Ltd. (now Benesse Corporation). We are now responding to outsourcing needs in a wide range of fields from manufacturing to public organizations.
We use approximately 200 business flows of Questetra (as of March 2018) for various internal approvals, applications and reporting, including requests for Certification Stamping, or setting of authority to the information system to the General Affair department. In addition to regular employees, some contractors and part-time workers are also given accounts so that approximately 2000 people can use it.
Q. Please tell us how you utilize it specifically.
The reason we started Questetra was the migration of groupware, so we use it for internal application tasks that had been operated in former-ware.
The Workflow in the groupware was functionally simple, so there were only about 10 types of flow of routine tasks. We selected Questetra as a platform which would enable us to visualize and standardize our business, not only to simply migrate but also to allow cross-divisional improvements including other tasks. Then, we have added the Questetra App while organizing and standardizing tasks which have operated in different ways even in similar work.
We have solved our challenges such as Certification Stamping Requests, for example, which used to do by emails or on the phone, with the measures as follows.
- The general affairs side who received the request confirms the contents and asks for the missing information
- To be in a state that accepts the request with all the required contents
- Occurrence of delay due to the individualization of the processing
- To be in a state where anyone can take over even if the person in charge changes
- Cannot understand the frequency of request occurrence/progress status/the current person in charge
- To be in a state where all these are able to be understood
As the result, we have shortened the processing time of this request, which occurred about 300 monthly, by about 40%. Besides, we use it in various tasks such as administrative tasks such as in-house purchasing approval, certificate issuance application, decision-making on human resource, and IT management tasks such as requesting system account application and setting of authority.
Q. I heard that work improvement is promoted also at each site
Currently, there are 19 sites in Japan together with offices and center bases, each branch also has people in charge of business improvement, designing and operating Questetra Apps.
In the center base in Sapporo city, for example, they are using Questetra for the following tasks.
- Overtime work request by administrative
- Reporting of error occurrence
- Transmission of fixed form email for coordinating meetings
We believe that improvement should be promoted by the workers at the site themselves since many of the problems at the work site are acknowledged by people there. Within TMJ, Inc., there is an institution for promoting business improvement, and employees are sharply aware of improvement. And for such employees, Questetra is an easy-to-use improvement tool.
Q. Please tell us about your plans for future expansion.
The first year was for the positioning to grass-roots improvement activities, and it was successful enough. From the second year onward, we set specific improvement targets numerically, and are making further improvements. Moreover, we have not granted Questetra’s account for everyone in the company yet. We hope to expand the scope of granting accounts so that making the environment more friendly for improving business operations.