Questetra BPM Suite

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  • Website Terms of Use

    Website Terms of Use

    Legal Information

    Thank you for visiting the Questetra, Inc. (hereinafter referred to as ”Questetra” in this article) website (hereinafter referred to as the ”Website” in this article). The following are terms of a legal agreement between you and Questetra. By accessing, browsing, or using this Website, you acknowledge that you have read, understood, and that your continued access, browse or use of the Website constitutes your acceptance to be bound by these terms and to comply with all applicable laws and regulations. If you do not agree to these terms, please refrain from using this Website.

    These Terms of Use and/or any other information contained in this Website may change at any time, without prior notice. Questetra may also make improvements or changes in the products, services, or programs described in this site at any time without updating the contents.

    1. General

    This Website and all the contents on this Website are protected by copyright laws, other applicable laws in each country throughout the world and treaty provisions, and may not be copied, reproduced, uploaded, transmitted, distributed, or used for the creation of derivative works without prior written permission from Questetra, except for personal, non-commercial internal use of this Website.

    You agree that any violation by you of the terms, conditions, and notices on this Website will result in automatic termination of any rights granted to you, without prior notice, and you must immediately destroy all copies of downloaded materials in your possession or control. You may not mirror any of the content from this site on another Website or in any other media.

    2. Prohibited Use

    You may not use this Website for any of the following purposes;

    • Infringing the legal rights of others.
    • Causing any damage or loss to others, including any acts that may damage the operation of others’ computers.
    • Disturbing public order or any act likely to cause such disturbance.
    • Using this Website for any commercial purpose without prior written permission from Questetra.
    • Any activities that are unlawful or prohibited by any applicable laws.
    • Any other activities that Questetra deems inappropriate.

    3. Linked Sites

    This Website may provide links or references to or from non-Questetra Websites and/or resources (“Linked sites or resources”). Questetra makes no representations, warranties, or makes other commitments whatsoever about any Linked sites or resources.

    Questetra would not be responsible for any loss or damage, however caused, in connection with the use of any Linked sites or resources and your access to any of the Linked sites or resources shall be at your sole risk.

    Nothing contained in this Website shall be interpreted as a recommendation and/or endorsement by Questetra of the content or use of Linked sites or resources and any products and/or services appeared on and/or provided through such Linked sites and resources. Nothing contained herein shall be deemed to constitute a partnership or the like between the operators of the Linked sites or resources and Questetra. Accordingly, you acknowledge and agree that Questetra is not responsible for the availability of Linked sites or resources, and is not responsible or liable for any content, services, products, or other materials on or available from those Linked sites or resources.

    4. Disclaimer of Warranty

    USE OF THIS SITE IS AT YOUR SOLE RISK. Questetra expressly disclaims express or implied, statutory or other warranties, guarantees, or representations, including warranties or representations with respect to the correctness, currency, accuracy, completeness, reliability, fitness for particular purpose (even if such a purpose is implied or expressed on this Website), non-infringement of third parties rights and/or safety of the contents of this Website, except to the fullest extent prohibited by applicable laws. Accordingly, this Website may contain technical inaccuracies or typographical errors, and you should confirm the accuracy and/or completeness of all information before making any decision related to any services, products, or other matters described in this Website.
    Questetra may change and/or alter the contents of this Website, or may suspend or discontinue the services provided through this Website at any time without any prior notice, and MAKES NO WARRANTY OR GUARANTEE THAT THIS WEBSITE WILL BE UNINTERRUPTED, TIMELY, SECURE, OR ERROR-FREE.

    Questetra expressly disclaims all liability and responsibility for any loss or damage arising from This Website or any use or access, inability to use or access, or any alternation or change of the contents of, this Website or any site or resource linked to, referenced, or accessed through this Website.

    5. Confidential information

    Questetra does not want to receive confidential or proprietary information from you through this Website, except otherwise stipulated by the Privacy Policy. Your sending to Questetra any information or material constitutes acknowledgement that Questetra has (a) no obligation to treat those information or materials as confidential, and (b) even if Questetra does copy, reproduce, publish, transmit, distribute, publicly display, modify, or create derivative works from those information or materials, Questetra has no responsibility and no liability to compensate therefor.

    6. Translations

    Some contents in this Website may be available in languages other than Japanese through translations by a person or solely by computer software without a human review. These translations are provided as a convenience to you, and Questetra makes no representations, warranties, or commitments related to the accuracy, completeness, or reliability of the translation.

    7. Applicable Laws and Jurisdiction

    You agree that all matters relating to your access to or use of the Website, including all disputes arising from the Website, will be governed by the laws of Japan unless otherwise expressly provided. All controversies and disputes arising from or relating to this Terms of Use or use of this Website shall be submitted to the Kyoto District Court, as the court of first instance.

  • Company Info

    Company Info

    Questetra, Inc. is a SaaS provider in Kyoto, Japan.

    – Philosophy

    “Innovating the world’s business through software”

    Along with the evolution of ICT, the amount of information both of being generated internally and comes flowing in has become enormous. And many office workers complain “the design of the system is inadequate, so information is indiscernible!”

    Meanwhile, the “To Be” business process continues to change. It may be said that “it is changing every day” in accordance with the change of the business environment such as, for example, “procurement in this month must be approved by the director rather than by the manager in order to curb spending”, or “due to the occurrence of product recall, the defective product inspection process shall be doubled since tomorrow”. That is why information systems become out of date so soon. Hence, the specification change of the system is needed immediately to fit the environmental changes.

    Thus, our mission is to create a platform where user companies can bring any business process into system by their own hands. In other words, what we are challenging for is to develop a “platform that allows user companies to cultivate sources of competitiveness by their own“.

    • 3 minutes walk from Exit 1 of Karasumaoike Station on the Karasuma Line and Tozai Line of the Kyoto Municipal Subway
    • 15 minutes walk from Exit 21 of Karasuma Station on the Hankyu Kyoto Line
    View on google map

    Company Name

    Questetra, Inc. (株式会社クエステトラ)

    Corporate　number

    6130001031686

    Representative

    IMAMURA, Genichi (今村 元一)

    Founded

    Apr 1, 2008

    Capital Stock

    184,057,500 JPY (Capital Reserve: 74,057,500 JPY)

    Headquarters

    206 Takamiya-cho Oike Bldg. 4th Fl. Nakagyo-ku Kyoto 604-0835 JAPAN（075）205-5007
    [9:00am to 6:00pm except on weekends and holidays]

    Product and Service

    Cloud Workflow “Questetra BPM Suite”, Consulting for Business Process Management

    Governance Framework

    Questetra was founded as a “Company with Committees” under the Company Law of Japan.

    • Board of Directors
      • Board Committees (Nominating Committee, Audit Committee, Compensation Committee)
    • Accounting Auditors
    • Executive Officers
    IMAMURA, Genichi (今村 元一): Director & CEO

    Biography

    • Apr. 1973 Born in Kobe City, Japan.
    • Mar. 1997 Graduated from Kyoto University with BA in Engineering.
    • Mar. 2000 Completed Master’s Program at Graduate School of Informatics, Kyoto University with MSc in Informatics.
    • Apr. 2000 Co-founded Four-Dimensional Data, Inc. and was installed as President and CEO.
    • Feb. 2001 Quit Doctoral Programs at Graduate School of Engineering, Kyoto University.
    • Apr. 2004 A Member of the Steering Committee of IT Human Resources Development Project, Kyoto Prefectural Board of Education. (- 2007)
    • Jun. 2005 Co-founded The Four-Dimensional Group, Inc. and was installed as Senior Vice President and COO.
    • Jul. 2006 Installed as a Director of Synergy Marketing, Inc. (formerly named The Four-Dimensional Group, Inc.)
    • Apr. 2008 Co-founded Questetra, Inc. and was installed as CEO. (- Present)

    Qualification

    • An METI Certified Information Technology Engineer (Project Manager)
    • An METI Certified Information Technology Engineer (Information Security Technology)

    Major

    • Social Informatics, Database, Virtual Reality and Data Mining Technology
    HATANAKA, Akihiro (畠中 晃弘): Director & CTO

    Biography

    • Jun. 1975 Born in Osaka City.
    • Mar. 1998 Graduated from Kyoto University with BA in Engineering.
    • Mar. 2000 Completed Master’s Program at Graduate School of Informatics, Kyoto University with MSc in Informatics.
    • Apr. 2000 Co-founded Four-Dimensional Data, Inc. and was installed as CTO.
    • Mar. 2002 Quit Doctoral Programs at Graduate School of Informatics, Kyoto University.
    • Jun. 2005 Co-founded Four-Dimensional Group, Inc. and was installed as CTO.
    • Apr. 2008 Co-founded Questetra, Inc. and was installed as CTO. (- Present)

    Qualification

    • An METI Certified Information Technology Engineer (Application Systems Engineer)
    • An METI Certified Information Technology Engineer (Database Systems Engineer)
    • Sun Certified Developer for the Java 2 Platform
    • Sun Certified Web Component Developer for Java 2 Platform

    Major

    • Social Informatics, Database, Web, Distance Learning
    YAHAGI, Hajime (矢作 基): CFO

    Biography

    • Dec. 1973 Born in Osaka City.
    • Mar. 1997 Graduated from Kyoto University with BA in Agriculture.
    • Apr. 1997 Joined Kubota Corporation.
    • Jan. 2001 Joined Four-Dimensional Data, Inc.
    • Jun. 2002 Installed as CFO of Four-Dimensional Data, Inc.
    • Jan. 2007 Installed as COO of Four-Dimensional Data, Inc.
    • Apr. 2008 Co-founded Questetra, Inc. and was installed as CMO.
    • Apr. 2022 Installed as CFO of Questetra, Inc. (- Present)

    Qualification

    • An METI Certified Information Technology Engineer (Software Design & Development Engineer)
    • Sun Certified Web Component Developer for Java 2 Platform
    • Oracle Master Gold
    EHARA, Yoshinori (江原 良典): Fellow

    Biography

    • Nov. 1974 Born in Osaka Prefecture.
    • Mar. 1998 Graduated from Kyoto University with BA in Engineering.
    • Mar. 2000 Completed Master’s Program at Graduate School of Informatics, Kyoto University with MSc in Informatics.
    • Apr. 2000 Joined Japan Telecom Corporation.
    • Apr. 2002 Joined Four-Dimensional Data, Inc.
    • Mar. 2004 Installed as Co-CTO of Four-Dimensional Data, Inc.
    • Jan. 2007 Installed as CIO of Four-Dimensional Data, Inc.
    • Apr. 2008 Co-founded Questetra, Inc. and was installed as Fellow. (- Present)

    Qualification

    • An METI Certified Information Technology Engineer (Project Manager)
    • An METI Certified Information Technology Engineer (Database Systems Engineer)
    • An METI Certified Information Technology Engineer (Network Systems Engineer)
    • An METI Certified Information Technology Engineer (Systems Management Engineer)
    • An METI Certified Information Technology Engineer (Information Security Engineer)
    FURUKUBO, Masato (古久保 雅人): CMO

    Biography

    • Aug. 1970 Born in Kyoto Prefecture.
    • Mar. 1993 Graduated from University of Fukui with BA in Engineering.
    • Apr. 2008 Co-founder Questetra, Inc.
    • Jun. 2012 Installed as Officer of Questetra, Inc.
    • Apr. 2022 Installed as CMO of Questetra, Inc. (- Present)

    Qualification

    • An METI Certified Information Technology Engineer (Applied Information Technology Engineer

    Outside Director

    KATOH, Naoki (加藤 直樹)

    Professor emeritus at Kyoto University and a professor at University of Hyogo

    Outside Director

    KATSUYA, Hisashi (勝屋 久)

    General Manager, Katsuya Office
    Former IBM Venture Capital Group

    Outside Director

    YOSHIMACHI, Tomotaka (吉町 僚高)

    Principal, Precena Strategic Partners Inc.

    Outside Director

    NAKAMURA, Taka (中村 多伽)

    Representative Director, taliki Inc.

    Articles

    The Article of Incorporation (English Version)ダウンロード
    The Article of Incorporation (Original)ダウンロード

    History

    2008

    [Apr.] Company Incorporation

    2009

    [Jan.] Launched Download Edition: Questetra BPM Suite Download Edition v1.0

    [Apr.] Download Edition, New version: Questetra BPM Suite Download Edition v2.0

    [Jul.] Download Edition, Records 6000 cases in 160 countries in half a year

    [Aug.] Download Edition, New version: Questetra BPM Suite Download Edition v3.0

    [Sep.] Launched SaaS Edition “Questetra BPM Suite SaaS Edition”

    [Oct.] Questetra BPM Suite v4.0 (G Suite Connectivity)

    2010

    [Apr.] Selected as “Cool Vendor in BPM” by Gartner

    [Apr.] Jointly developed product “DataSpider BPM” with APPRESSO K.K.

    [Jun.] Questetra BPM Suite v6.0 (Input form customization)

    [Jun.] SaaS Edition, Start providing Free Edition

    [Sep.] Questetra BPM Suite v7.0 (Publishing external application API)

    2011

    [Aug.] Questetra BPM Suite v8.0 (In-house SNS)

    2012

    [Aug.] Questetra BPM Suite v9.0 (PDF Auto-generation)

    2013

    [Nov.] Rated as Promising in MarketScope for bpmPaaS by Gartner

    2014

    [Nov.] SaaS Edition, Expanded Free tire
    [Nov.] Questetra BPM Suite v10.0 (Graphic analysis)

    2016

    [May] Questetra BPM Suite v11.0 (Auto-communication)

    2020

    [May] Questetra BPM Suite v12.0 (Fully transition to HTML5 modeler)

    2021

    [Apr.] Questetra BPM Suite v13.0 (Automatic start in conjunction with Box, etc.)

    2022

    [Apr.] Questetra BPM Suite v14.0 (Bulk Work Start)

    2023

    [Apr.] Questetra BPM Suite v15.0 (Enhanced Subprocess Function)

    2024

    [Apr.] Questetra BPM Suite v16.0 (Gemini Cooperation)

    2025

    [Jun.] Questetra BPM Suite v17.0 (AI Agent Task)

    Questetra BPM Suite

    Version History

    • V9.7 Form Start
    • 
V9.8 OAuth2 Request
    • 
V9.9 Shared Addon

    2014.04

    V10.0 Filtering Chart

    • V10.1 Euro Service
    • V10.2 Performance Chart
    • V10.3 SLA Chart
    • V10.4 Massive Master

    2016.04

    V11.0 Automation

    • V11.1 Service-Task Addon
    • V11.2 Files Auto-gen
    • V11.3 Shared Addon+
    • V11.4 API IP Filtering
    • V11.5 API Collaboration
    • V11.6 Webhook Start
    • V11.7 Webform Standby
    • V11.8 Webform standby+
    • V11.9 Collab Slack
    • V11.10 Auto-Retrieving
    • V11.11 Collab G-Sheets+
    • V11.12 Collab Box+
    • V11.13 Text Files Auto-gen

    2020.04

    V12.0 Auto-Extract

    • V10.1 Euro Service
    • V10.2 Performance Chart
    • V10.3 SLA Chart
    • V10.4 Massive Master

    2021.04

    V13.0 Auto-Start+

    • V9.7 Form Start
    • 
V9.8 OAuth2 Request
    • 
V9.9 Shared Addon

    2022.04

    V14.0 Bulk Start

    • V9.7 Form Start
    • 
V9.8 OAuth2 Request
    • 
V9.9 Shared Addon

    2023.04

    V15.0 Subprocess

    • V15.1 PDF from HTML
    • V15.2 Org Position

    2024.04

    V16.0 Generative AI

    • V16.1 Microsoft Lists
    • V16.2 Markdown Input

    2025.04

    V17.0 AI Agent

    • V17.1 Makes Workflow and Chat Even More Seamless
    • V17.2 Support for Model Context Protocol
  • Rakuten Direct, Inc.

    Rakuten Direct, Inc.

    An approval system that handles more than 1000 cases each month at the back of a large-scale e-commerce site. Completed the replacement of the system in less than half a year. Moreover, cooperation with the in-house core system.

    Rakuten Direct, Inc.

    Established

    2017

    Number of Employees

    150

    Business

    EC-related services, including the sale of household goods and daily necessities

    Industry

    Professional Service

    User Departments

    Manufacturing dept (Website Operation)

    Efficiently handling more than 1a000 various approval requests monthly

    Q. What kind of business are you using Questetra for?

    Rakuten Direct, Inc. manages e-commerce sites “Kenko.com” and “Soukai Drug” of health foods and medicines. Two management companies merged in July 2017 and changed to the current company name. For the future, we aim to further expand as a company that controls and manages e-commerce sites for health foods and medicines.

    We are using Questetra for the back office work of the e-commerce site “Kenko Com”, in the approval work on such as registration or change of the information of product and business partner.

    Q. Please tell me how to utilize it specifically

    In order to operate an e-commerce site, registration and change of various information occur day-to-day, and approval of related persons is required.

    • Registering merchandise and changing prices
    • Change of supplier information
    • Changing purchase conditions and ordering units

    These registrations and changes occur more than 1,000 cases each month. Depending on the content, it is necessary to obtain approval from various relevant departments (Marketing department, Retail division, Logistics department, Overseas business division etc.). In the previous scheme, the Merchandise department worked as a contact point and did confirmation of the approval by each department. After replacing with Questetra, processing has passed automatically to the members who are required to approve, and processing has been made quickly without omissions. In addition, when approval processing at Questetra is completed, it will be automatically linked to the internal core system. This made it possible to utilize approved data without mistake or omission.

    Creating flow with Drag and drop, replacement in a short period

    Q. What kind of points in Questetra did you evaluate for adopting?

    When replacing from the previous mechanism, it was necessary to finish the requirement definition to release in less than half a year from the convenience of the project schedule.

    Since the period was very short, we proceeded with considering for using packages rather than our own development. We adopted Questetra by the judgment we made that it would allow achievement in a short period, with the fact that business flow can be built in an obvious way that is connecting parts (Start/End Events and Tasks, etc.), and the fact that it generates Operating screens automatically.

     

    Q. Please tell me your expectations to Questetra for the future.

    In order to check changes in the number of cases of daily handling, or fluctuations at the time of events such as bargains, we aggregate regularly. In doing so, we are utilizing the results of the “Organizational Performance” function. However, it is necessary to compose graphs in combination with other data, so only aggregate values are used. If we could download only aggregated values as CSV files, we can expect more efficiency in the business. We expect further improvement on aggregation function in the future.

     

  • Rakuten Direct 株式会社

    Rakuten Direct 株式会社

    大規模通販サイトの裏側で動く承認システム。システムリプレースは半年足らずで完遂。毎月1000件以上が処理され、社内の基幹システムに連携。

    Rakuten Direct 株式会社

    従業員数：101～300名

    業種：ビジネスサービス

    設立

    2017年

    従業員数

    150名

    事業内容

    生活用品や日用品を取り扱うEC関連サービス

    利用部門

    製造・開発（サイト運営）

    この事例に関連するプロセス改善記事

    この記事の目次

    毎月1000件を超える様々な承認依頼を効率よく処理

    Rakuten Direct株式会社は、健康食品・医薬品などの通販サイト「ケンコーコム」、「爽快ドラッグ」を運営しています。2つの運営会社が2017年7月に合併し、現在の社名に変更しました。今後、健康食品・医薬品の通販サイトを統括運営する企業としてさらなる拡大を目指しています。

    Questetra は通販サイト「ケンコーコム」のバックオフィス業務である、商品情報や取引先情報の登録・変更等の承認業務で活用しています。

    通販サイトを運営していくためには、商品の登録商品・価格の変更・取引先情報の変更・仕入条件や発注単位の変更など、日々様々な情報の登録・変更が発生し、関係者の承認が必要となります。

    これらの登録・変更は毎月1000件以上発生します。内容に応じて様々な関連部署（マーケティング部門、リテール部門、ロジスティック部門、海外事業部門など）の承認を得る必要があります。

    以前の仕組みでは、商品部門が窓口となり、各部門の承認を確認していました。Questetra に変えてからは、自動的に承認が必要なメンバーに処理が渡り、素早くモレなく処理が進むようになりました。

    また Questetra での承認処理が完了すると、自動的に社内の基幹システムへ連携されます。これによりミス・モレなく承認されたデータを活用できるようになりました。

    ドラッグ＆ドロップでフロー作成、短期間でリプレース

    以前の仕組みからリプレースする際、プロジェクトのスケジュールの都合から、半年足らずで要件定義からリリースまでを終える必要がありました。期間が非常に短かったため、自社開発ではなくパッケージ利用で検討を進めました。

    Questetra は、部品（開始／終了イベントやタスク）をつなげて目で見える形で業務フローを構築できること、入力画面が自動で生成されることから、短期間での実現ができると判断し、採用しました。

    機能強化に期待

    バーゲンなどが実施された際の変動を確認するため、処理件数の推移を他の様々なデータと組み合わせてグラフ作成することがあります。

    その際に「みんなの成果」で表示されている月次集計値を参照するのですが、グラフィカルな推移グラフが表示される機能はありがたい一方、さらにCSVデータとしてダウンロードできる機能も欲しいところです。今後の機能強化を期待しています。

    ※ 本事例は2018年4月時点の情報です

    同業種の導入事例

    同業種の導入事例を全て見る ≫

  • TMJ Inc.

    TMJ Inc.

    Approximately 2000 people use it. The Workflow part was switched to cloud BPM which is capable of visualizing and standardizing at the time of groupware migration. Established an environment where business improvement can be promoted at each site and reduced processing time by 40%.

    TMJ-staff

    TMJ Inc.

    Established

    1992

    Number of Employees

    2,789 (as of March 31, 2023)

    Business

    General BPO services, Consulting services, Contact center operations, Temporary staffing, System installation support and provision

    Website

    http://www.tmj.jp/en/

    Industry

    Professional Service

    User Departments

    Human Resource, Approval Flows

    Selected a mechanism for visualization/standardization which is usable for business improvement

    Q. What kind of business are you using Questetra for?

    TMJ Inc. is an outsourcing company that provides BPO services such as contact centres.

    Originally, it was created as a spin-off from the in-house call centre 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 Questetra business flows (as of March 2018) for various internal decisions, applications and reporting, from requests for certification stamping or authority setting applications for the information system to the general affairs. In addition to regular employees, some contractors and part-time workers were also given accounts so that approximately 2000 people currently use it.

    Q. Please tell us how you utilize it specifically

    The reason we introduced Questetra was the migration of groupware, so we initially used it for routine tasks that had been operated in the former groupware.

    The Workflow in the groupware was functionally simple, so there were only about 10 types 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 added Questetra Apps to organize and standardize similar tasks which had been operated in different.

    We have resolved our issues with certification stamping requests for example, which used to be done by email or on the phone, with the following measures:

    • The general affairs staff who receives the request checks the contents and asks for any missing information
      • Now the form that accepts the request must be submitted with all the required contents
    • Delays occurring depending on the person in charge of the processing
      • Now anyone can take over the task even if the person in charge changes
    • The frequency of request occurrences/progress status/the current person in charge was unknown
      • Now all these can be understood easily

    As a result, we have shortened the processing time for this request which occurred about 300 times a month by about 40%. Besides, we use it in various administrative tasks such as in-house purchasing approval, certificate issuance application, decision-making in human resources, and IT management tasks such as requesting system account applications and authority settings.

    Improvement of the Work to be Done at the Site

    Q. I heard that work improvement is promoted also at each site

    Currently there are 19 sites in Japan including offices and centres, and each branch has people in charge of business improvement, designing and operating Questetra Apps.

    In the centre in Sapporo city for example, they are using Questetra for the following tasks:

    • Administrator overtime work request
    • Error reporting
    • Standard email guidance for meeting coordination

    We believe that improvement should be promoted by the workers themselves at each site, since many of the problems at the work site are understood by the people there. Within TMJ Inc. there is a system for promoting business improvement and employees are acutely aware of this, so for them Questetra is an easy-to-use improvement tool.

    Q. Please tell us about your plans for future expansion

    The first year was used for doing 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 a Questetra account to everyone in the company yet. We hope to expand the scope to make the environment more user-friendly for improving business operations.

  • 株式会社TMJ

    株式会社TMJ

    約2000名での利用。グループウェア移行時にワークフロー部分をクラウド BPM に切替。押捺依頼の処理時間は40%短縮。

    株式会社TMJ

    従業員数：1001名以上

    業種：ビジネスサービス

    設立

    1992年

    従業員数

    2,789 名

    ※2023年3月末　時点

    事業内容

    BPOに関するアウトソーシングサービス / コンサルティングサービス / コンタクトセンター運営 / 人材派遣 / システム導入支援・提供

    Web

    https://www.tmj.jp/

    利用部門

    人事・総務、申請・承認

    この事例に関連するプロセス改善記事

    この記事の目次

    業務改善に使える可視化・標準化の仕組みを選択

    株式会社 TMJ は、コンタクトセンターを始めとする BPO 業務を受託する会社です。

    元々は株式会社福武書店（現・株式会社ベネッセコーポレーション）のインハウスコールセンター（自社内のコールセンター）より独立分社化する形で誕生した会社なのですが、今では、製造業から公共団体まで幅広い分野のアウトソース・ニーズにお応えしています。

    Questetra は、総務への押捺依頼や情報システムの権限設定の申請をはじめ、社内の様々な決裁・申請・報告などおよそ200の業務フロー（2018年3月現在）で利用しています。また、正社員だけでなく一部の契約社員やアルバイトにもアカウントを付与して、約2000名が利用できるようにしています。

    業務標準化で約40％の時間短縮に

    導入のきっかけは、グループウェアの移行でした。したがって当初は、グループウェア内のワークフロー機能を使っていた定型的な申請業務を移行して使っていました。数にすれば、ワークフローが機能的にシンプルなものだったこともあって、10種類ほどの業務です。

    ただ、似た業務でも異なるやり方になってしまっていたものについては、標準化することにしました。ひとつひとつの業務を棚卸・整理し、ワークフローアプリを作成・追加しました。

    例えば「押捺依頼」は総務部門にメールや電話で依頼されていたのですが、以下のように改善しました。

    • 依頼を受けた総務側が、内容を理解して不足情報をする→必要な内容がそろった状態での依頼申請に
    • 受け付けた担当者に依存して処理が遅れる→他の担当者が引き継いで対応可能に

    その結果、月300件程度発生していた依頼の処理時間は、約40%短縮されました。

    その他は、「社内購買決裁」・「証明書発行申請」・「人事決裁」といった情報システム管理業務などです。

    現場の業務改善は現場で実施

    事業所とセンター拠点を併せて国内で19拠点あります。

    現在では、各拠点にも業務改善の担当がいて、例えば、札幌のセンターでは以下のようなワークフローアプリの設計と管理をしています。

    • 管理者の残業申請
    • 作業ミスの報告フロー
    • 会議の調整のための定型メール案内

    現場の課題の多くは、その現場の人が把握しているので、現場自身で改善を進められることが重要だと考えています。TMJ 社内には業務改善を推進する制度があり、社員の業務改善に対する意識は高いと言えます。Questetra はそういった社員にとって活用しやすい改善ツールになっています。

    さらなる活用へ向けて

    初年度は「草の根的な改善活動」でしたが、それでも十分な結果を残すことができました。

    2年目からは具体的な改善目標を数値で設定し、さらなる改善を進めていきたいと考えています。また、Questetra のアカウント付与は、まだ社内の全員ではありません。今後は更に利用範囲を広げ、より多岐に及ぶ業務改善がすすめられる環境にしたいと考えています。

    ※ 本事例は2018年4月時点の情報です

    同業種の導入事例

    同業種の導入事例を全て見る ≫

  • Impress R&D

    Impress R&D

    Utilizing for E-book Production Process Management

    impressrd-staff

    Impress R&D

    Established

    2008

    Business

    Supports electronic publication and streamlining of R&D and business documents within the Impress Group

    Industry

    Media

    User Departments

    Manufacturing dept (Process Management)

    Systemized the management of production process from the planning to delivery

    Q. What kind of business are you using Questetra for?

    The Impress Group is a media company group that develops its business around the main themes of IT, music, design, mountains and nature, and publishes IT Leaders, Rittor Music, MdN, Yama to Keikoku and others.

    We use Questetra as the process management system for the e-book publishing business named “NextPublishing”, from the planning of a book to its delivery.

    Q. Please tell us how you utilize it specifically

    In the publication of e-books we create electronic files such as EPUB / PDF. Since there is no cost burden associated with printing and bookbinding, even an individual is able to sell e-books easily at bookstores such as Amazon.com that sell e-books.

    As an overview, the Workflow can be divided into 5 stages: proposal writing, product specification writing (layout, font size and typeface, insertion of figures, etc.), cover and colophon creation, electronic file generation, and delivery. We have built the entire processes of e-book publication using services such as Questetra and Google Workspace. It can be said that we have built a virtual publisher and a virtual printing factory in the cloud. I think it was thanks to Questetra that we were able to start small with the launch of NextPublishing, and then refine the business operation by trial and error.

    By the way, inside the company we call Questetra “SiORi”.

    From Arranging Business Requirements to Operation Monitoring

    Q. We heard that you have used it from the stage of organizing your business requirements.

    As NextPublishing was a new business, we first arranged our business requirements. In doing so we created a Workflow diagram that shows the flow of the entire business using Questetra. This diagram was created for the purpose of organizing the entire flow of work, so we did not run this Questetra App as it was. Based on that diagram, I divided the business and created respective Questetra Apps which actually run.

    I think that Questetra was easy to use for creating flow diagrams and organizing a business.

    Q. Please tell us about how you utilize it in operation monitoring

    We are using Questetra’s monitoring function to realize the stable operation of NextPublishing. That is, we have achieved the automation of various operations throughout the process, such as the automatic generation of an e-book PDF file when document data is input. We use the Heatmap feature to monitor whether they are stopping in unintended places. We can detect occurrences of timeouts when calling external processors (such as Google Workspace) from Questetra based on the Heatmap graph, and then we do a manual recovery.

    In the future, we expect Questetra to enhance its functions so that we can construct a mechanism that is capable of automating the recovery process itself.

  • 株式会社インプレスR＆D

    株式会社インプレスR＆D

    電子書籍の企画から納品までの制作工程の管理をシステム化、事業開始時の業務要件の整理やシステム稼働後の運用監視まで幅広く活用

    株式会社インプレスR＆D

    従業員数：1～50名

    業種：メディア

    設立

    2008年

    事業内容

    インプレスグループ内のR＆D（研究開発）・業務文書の電子化・合理化を支援

    利用部門

    全社の申請業務、部門別の事務業務

    この事例に関連するプロセス改善記事

    この記事の目次
    impressrd-staff

    電子書籍の企画から納品までの工程をシステム化

    株式会社インプレスR＆Dは、インプレスグループ内のR＆D（研究開発）を担当し、業務文書の電子化・合理化を支援しています。インプレスグループは、「IT」「音楽」「デザイン」「山岳・自然」を主要テーマに事業展開するメディア企業グループで、「IT Leaders」・「Rittor Music」・「MdN」・「山と溪谷」等を発行しています。

    Questetra は「NextPublishing」と名付けた電子書籍の出版事業における書籍の企画から納品までの工程管理システムとして利用しています。

    impressrd-nextpublishing

    電子書籍の出版は、最終的に EPUB/PDF といった電子ファイルを作成します。印刷や製本などにともなうコスト負担がないため、個人でも気軽に Amazon.com 等の電子書籍を取り扱う書店での販売が可能です。

    大まかな業務フローとしては、企画書作成、製品仕様書作成（レイアウト、文字の大きさや書体、図の挿入など）、表紙・奥付の作成、電子ファイル生成、納品と言った5段階に分けられます。それら電子書籍の出版の全工程を、Questetra と G Suite 等のサービスで構築しました。

    ※ 2020年10月に「G Suite」の名称は「Google Workspace」に変更されました。

    クラウド上に仮想的な出版社＋印刷所を構築したと言えます。

    「NextPublishing」の開始にあわせてスモールスタートで利用できたこと、また試行錯誤しながら業務のブラッシュアップができたことは Questetra ならではの効果だったと考えています。

    ちなみに、Questetra のことを社内では「SiORi」と呼んでいます。

    impressrd-NextPublishing-npSyste

    業務要件整理をワークフロー図作成で検討

    「NextPublishing」は新しい事業でしたので、まず業務要件の整理を行いました。その際に業務全体の流れを示すワークフロー図作成を Questetra で行いました。この図は業務全体の流れを整理するために作成したもので、Questetra アプリとしてはこのままでは稼働していません。この図を元に業務分割し、それぞれ実際に稼働させる Questetra アプリを作成しました。

    Questetra は業務整理におけるフロー図作成でも使いやすかったと考えています。

    impressrd-NextPublishingFlow

    システムの運用監視にも活用

    「NextPublishing」の安定した運用を実現する為に Questetra のモニタリング機能を活用しています。工程の中で、原稿データを投入すると自動的に書籍 PDF ファイルが生成される等、様々な処理の自動化を実現しています。それらが意図しないところで止まっていないかを監視するために「ヒートマップ」機能を利用しています。ヒートマップのグラフを元に Questetra から 外部（G Suite）の処理を呼び出す部分でのタイムアウトを検知し、手動でのリカバリを行っています。

    今後は、リカバリ自体を自動化できる仕組みを構築できるような機能強化を期待しています。

    impressrd-NextPublishing-HeatMap

    関連記事： 日本電子出版協会セミナー報告 「インプレスR&D：出版ワークフローのデジタル化/見える化」 (2017.05.24)

    ※ 本事例は2018年4月時点の情報です

    同業種の導入事例

    • 株式会社IPGネットワーク
      株式会社IPGネットワーク

      出版業での書籍に関する問い合わせ対応業務を電子化。コロナ禍の影響による在宅ワークへの切り替えもスムーズに。

    • 株式会社インプレスR＆D
      株式会社インプレスR＆D

      電子書籍の企画から納品までの制作工程の管理をシステム化、事業開始時の業務要件の整理やシステム稼働後の運用監視まで幅広く活用

    • 株式会社インプレスホールディングス
      株式会社インプレスホールディングス

      業務システムの利用申請をワークフロー化。内部統制監査への対応コストも大幅低減。

    同業種の導入事例を全て見る ≫

  • Cloud BPM v11.6 Supports Webhook Start

    Cloud BPM v11.6 Supports Webhook Start

    Original Japanese version

    PR-en-v116-webhook-start-20180312-1Download

    Event-notification of cloud era tightens service collaboration

    Kyoto, Japan – March 12th, 2018 – Questetra, Inc., the global SaaS provider of Business Process Management (BPM), today announced that they have published the new version 11.6 of the Cloud-based Workflow product “Questetra BPM Suite” on Mar. 12th, 2018. This new version allows setting a Process to be triggered by Webhook. (Webhook receiving feature)

    Even a Workflow system for improving productivity will become meaningless unless “Request” or “Registration” of the most upstream Step is made. The cloud-based Workflow, “Questetra BPM Suite”, has been corresponding to such as 1) Workflow start by a user in the system, 2) Automatic start triggered by “incoming email” from outside, 3) Automatic start triggered by an entry in a published Web form, 4) Automatic start triggered by “reception of standard HTTP request.

    Since the new version 11.6, it becomes possible to automatically start the Workflow with the reception of “Webhook between servers” as a trigger. Specifically, it will be able to receive Webhook from “kintone”, a cloud database service, and “PayPal”, a payment service. With this feature, it becomes possible a collaboration, for example, which “Commodity registration flow” to the EC site is Started by adding products to “Product master” (kintone).

    Questetra BPM Suite

    Cloud-based Workflow “Questetra BPM Suite” is a business platform for realizing environments of paper-less and remote-working.

    Business issues are controlled according to Business Flow Diagram. When a process reaches human task, the user will be asked to input. Also, when an issue reaches to automated Step, the predetermined processing (server-side processing) such as “Generate PDF” and “Save to cloud storage” is performed automatically. (BPM: Business Process Management)

    You can apply it to various business operations such as “Approval request flow”, “Document translation flow”, “Quality check process”, “Invoice issuance process”. Process owner of each Business Process can practice “improvement of Business Process” little by little in daily work.

    Catching Message Event API

    Regarding Start Event and Catching Intermediated Event/Receive Task, a data receiving method that “To store the whole message body in a Data Item” becomes available in addition to “Storing values into respective Data Items as specified by parameter”. It is also possible to specify “Content-type” of the HTTP request to receive.

    • Message Start Event (HTTP): Start a Process upon arrival of an HTTP request at certain URL (Parameter)
    • Message Start Event (Webhook): Start a Process upon arrival of an HTTP request at certain URL (Message body)
    • Catching Message Intermediate Event (HTTP): Stand by for arrival of an HTTP request at certain URL (Parameter)
    • Catching Message Intermediate Event (Webhook): Stand by for arrival of an HTTP request at certain URL (Message body)
    Setting of Webhook

     

    Other Improvements

    Process Details screen for Smartphones

    Delegate/Return and Terminate/Delete become available on Smartphones. Also, a URL string entered in String type Data Item is automatically displayed as a hyperlink on a Process details screen.

    Logging feature in Script Task

    Regarding [Script Task] and [Service Task (Add-on)], it becomes capable of outputting logs to processing record using log output method. Also, error contents will be recorded automatically to processing log when an error occurs.

    API for App management

    An API for retrieving a list of Business Process Definitions (App), and one for activating (Release) the Developing version become available.

     

    Release Note for the detail: https://support.questetra.com/versions/version-1160/

     

  • クラウド型ワークフローv11.6、Webhook 開始に対応

    クラウド型ワークフローv11.6、Webhook 開始に対応

    クラウド時代のイベント通知・サービス連携ニーズに対応

    PR-ja-v116-webhook-start-20180312

    SaaSベンダーの株式会社クエステトラ（京都市、代表執行役CEO今村元一）は3月12日、クラウド型ワークフロー製品である 『Questetra BPM Suite』 の新バージョン11.6を公開しました。新バージョン11.6では、Webhookトリガーによる新規開始を設定できるようになります。（Webhook受信機能）

    生産性を向上させるためのワークフローシステムも、最上流工程の「申請」や「起票」が為されなければ意味がありません。クラウド型ワークフロー『Questetra BPM Suite』ではこれまでに、(1)システム内でのユーザ申請によるワークフロー開始、(2)外部からの「メール着信」をトリガーにした自動開始、(3)「公開フォームへの入力」をトリガーにした自動開始、(4)「標準 HTTP リクエストの受信」をトリガーにした自動開始、などに対応してきました。

    新バージョン 11.6 からは新たに「サーバ間の Webhook 通知」の受信をトリガーにワークフローを自動開始させることができます。具体的には、クラウド型データベース『kintone』や決済サービス『PayPal』のWebhook通知を受信できるようになります。これにより、たとえば「商品マスタ」（kintone）への商品追加をきっかけに、ECサイトへの「商品登録フロー」を開始する、といった自動処理が可能となります。

    Questetra BPM Suite とは

    クラウド型ワークフロー『Questetra BPM Suite』は、ペーパレス環境やリモートワーク環境を推進するための業務プラットフォームです。

    業務案件は業務フロー図に従ってコントロールされ、案件が人間工程に到達すれば担当者はアウトプットを求められます。また、案件が自動工程に到達した際には、「PDFの生成」や「クラウドストレージへの保存」といった既定の処理（サーバサイド処理）が自動的に行われます。（BPM: Business Process Management）

    「稟議承認フロー」「文書翻訳フロー」「品質チェックプロセス」「請求書発行プロセス」といった様々な業務に適用していただけます。各業務のプロセスオーナーは日々の業務の中で少しずつ「業務プロセスの改善」を実践することが可能です。

    Webhook受信機能について

    開始イベントおよび受信中間イベント／受信タスク（メッセージ受信イベントAPI）では、これまでの「パラメータで指定された値を各データ項目に保存する」データ受信方法に加え、「メッセージボディ全体をデータ項目に保存する」方法が利用できるようになります。受信するHTTPリクエストのContent-Typeを指定することも可能です。

    • メッセージ開始イベント（HTTP）：特定URIにHTTPリクエストがあればプロセスを開始する（パラメータ）
    • メッセージ開始イベント（Webhook）：特定URIにHTTPリクエストがあればプロセスを開始する（メッセージボディ）
    • メッセージ受信中間イベント（HTTP）：特定URIにHTTPリクエストが来るのを待ち受ける（パラメータ）
    • 受信タスク（Webhook）：特定URIにHTTPリクエストが来るのを待ち受ける（メッセージボディ）
    ＜Webhook受信機能の設定＞

    その他の機能改良について

    スマホ向けプロセス詳細画面の改良

    スマホ向け画面にて、「タスクの移譲／返上」や「プロセスの強制終了／削除」ができるようになります。また、プロセス詳細画面では、文字型データ項目に入力されたURL文字列は自動的にリンクとして表示されるようになります。

    スクリプト工程にてロギング機能を追加

    ［スクリプトタスク］［サービスタスク（Add-on）］にて、ログ出力メソッドを利用して、処理記録へのログ出力ができるようになります。また、処理失敗時は、エラー内容が自動的に処理ログに記録されます。

    アプリ管理のAPIを追加

    業務プロセス定義（アプリ）の一覧を取得する API 、および開発中バージョンをリリース（アクティベート）させる API が利用できるようになります。

    詳細については、リリースノートを御参照ください。

    リリースノート: https://support.questetra.com/ja/versions/version-1160/

  • Pentio Co., Ltd.

    Pentio Co., Ltd.

    Significantly shortens the time required to start support work

    Pentio Co., Ltd.

    Established

    1992

    Number of Employees

    2,789 (as of March 31, 2023)

    Business

    Provision of cloud account management and SSO authentication services (IDaaS) / Provision of cloud-based log management and security monitoring (SIEM) / Provision of cloud-based certificate issuance (PKI) and certificate distribution onboarding (
    SCEP cooperation) / Provision of AI-based automatic detection, analysis, and response to security attacks (Open XDR) / Development and sales of authentication solutions using USB token/IC card authentication technology

    Website

    https://www.pentio.com/

    Industry

    Hitech

    User Departments

    Marketing, Manufacturing dept

    Eradicate the work omissions / input errors in account creation work

    Q. What kind of work are you utilizing Questetra for?

    We, pentio Co. Ltd, provide account management and Single Sign-on authentication on various cloud services. We are mainly offering licenses for “OneLogin” (in Japanese only) , which is IDaaS (SSO: Single Sign-On + IAM: Identity and Access Management).

    We use Questetra for general in-house work such as applications for travel expenses reimbursement, as well as for customer-oriented work such as managing applications for OneLogin trials or new contract management. Since the number of contracts for OneLogin is increasing it is especially useful for contract user account management.

    Q. What kind of challenges did you have?

    Communication with OneLogin contract users is conducted via several systems such as Zoho CRM, zendesk and Mail Chimp. Every time we issued a OneLogin user account the account creation process for each system involved communicating by internal emails. As a result, omission of work, mistakes in configuration, and work schedule delays occurred, which caused problems with support services.

    By using Questetra flows of work was established, work omissions and misconfigurations have improved, thorough work schedule management has been enabled, thus we have overcome the problems.

    Significantly reduce account creation work time using automatic processing functions

    Q. Is there anything you have devised on your own?

    By utilizing Questetra’s automatic processing the efficiency of issuing OneLogin accounts has been improved. Just by entering necessary information, accounts on support service related systems including OneLogin are automatically created. At the same time, automatic cooperation with slack and Trello is also carried out to ensure that sharing of contract information inside the company is done.

    Even when multiple new contracts occur at once, the time between the completion of the contract and the start of the support service can be greatly reduced, which contributes to the improvement of customer satisfaction.

    Q. On what kind of points do you think Questetra is good?

    We appreciate that efficient task progression can be easily realized by allowing APIs of various systems to be linked with Questetra. It is also attractive that the security of API linkage can be ensured by using OAuth2.0 and embedding authentication information in http request headers.

    Currently there are some systems that do not yet cooperate with Questetra and we receive requests from inside the company to link with them. Taking the advantage of Questetra’s automatic processing function, we would like to improve efficiency further.

  • ペンティオ株式会社

    ペンティオ株式会社

    サービス受注時の作業効率化。onelogin、zendesk、Zoho CRM、MailChimp、slack、Trello 等のシステム設定を完全自動化。

    ペンティオ株式会社

    業種：IT/ソフトウェア

    設立

    1998年

    事業内容

    クラウドアカウント管理とSSO認証サービス（IDaaS）の提供 / クラウド型ログ管理セキュリティ監視（SIEM）の提供 / クラウド型証明書発行（PKI）と証明書配布オンボディング（SCEP連携）の提供 / セキュリティ攻撃をAIで自動検知解析対処(Open XDR)の提供 / USB トークン / IC カード認証技術を利用した認証ソリューションの開発 / 販売

    Web

    https://www.pentio.com/

    利用部門

    マーケティング、開発・製造

    この事例に関連するプロセス改善記事

    この記事の目次

    自社クラウドサービスの契約ユーザ管理に活用

    ペンティオ株式会社は、様々なクラウドサービスのアカウント管理とシングルサインオン認証サービスを提供しています。主に IDaaS （SSO: Single Sign-On + IAM: Identity and Access Management）である「onelogin」のライセンス提供を行っています。

    Questetra は、交通費精算申請等の一般的な社内業務から「onelogin」のトライアル申込管理や新規契約管理などの顧客向け業務にも利用しています。「onelogin」の契約が増加していることもあり、特に契約ユーザアカウント管理で活躍しています。

    「onelogin」契約ユーザとのコミュニケーションは、Zoho CRM や zendesk 、 Mail Chimp 等の複数のシステムで行っています。「onelogin」ユーザアカウントの発行を行う度に、各システムのアカウント作成作業を社内メールによるやりとりで行っていました。これにより、作業忘れや設定漏れ、作業予定遅れが発生し、サポートサービスでトラブルが発生することがありました。

    Questetra を利用し、作業フローが確立され、作業忘れ／設定誤りの改善や作業予定管理の徹底ができ、課題を克服することができました。

    自動処理を最大活用し、契約〜サービス開始までの時間を大幅短縮

    Questetra の自動処理を活用し、「onelogin」アカウント発行業務の効率化を実現しています。自動処理機能を使用し、必要な情報を入力するだけで、「onelogin」を含めてサポートサービス関連システムへ自動的にアカウントを作成できるようにしています。同時に、slack、Trello へも自動連携を行い、社内への契約情報の共有も確実に行っています。

    複数の新規契約が一度に発生した場合でも、契約完了からサポートサービス開始までの時間を大幅に短縮でき、お客様満足度の向上にも寄与しています。

    豊富なAPI連携機能の更なる活用を検討中

    Questetra と様々なシステムが API 連携できることにより、効率の良い業務進行を容易に実現できることを評価しています。また、 API 連携の安全性が、 OAuth2.0 や http リクエストヘッダへの認証情報埋込等を用いることで確保できるところも魅力です。

    現状、Questetra と未連携のシステムも存在し、社内より連携の要望を受けています。Questetra の自動処理機能をうまく活用し、より効率化を図っていきたいと思います。

    ※ 本事例は2018年4月時点の情報です

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