Gartner Research


Published: 14 March 2022



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  • 今回の調査では回答者の過半数が5年前と比較して競合状況が厳しくなっている、または厳しくなりつつあると回答している。これに対して、競合状況が優位になっている、または優位になりつつあると回答した企業は11.0%であった。

  • 自社のビジネスを発展させるために取り組むべき重要な課題として挙げられた項目は、多いものから順に「従業員の士気や満足度を高める」「顧客満足度を高める」「非効率な業務を廃止または改善する」であった

  • 競合状況が厳しくなっている、または厳しくなりつつあると回答した企業、および「大きな変化はないと回答した企業は、従業員が業務に取り組む上で「正確性・精密性」を最も重視する傾向が強い。このことは、正確さや精密さを重視して業務に取り組むだけでは自社の競争力獲得には必ずしもつながらないことを示唆している。

  • 競合状況が優位になっている、または優位になりつつあると回答している企業は、社歴、年代、性別、国籍等を問わない多様性取り入れた組織/制度変革に先行して取り組んでいる傾向が強い。



  • 従業員のエンゲージメント向上とそれによってもたらされる顧客への影響を最重視する。最終的に顧客へ提供することになる価値をエンド・ツー・エンド (E2E) で見極め、その過程で判明する不要な機能やプロセスを廃止し、非効率なものについては顧客の視点から改善する

  • ビジネス状況、社会情勢の変化を先行して受け入れられるよう、多様性を重視したアプリケーションを構築する。多様な人材の活用を通じた新たなアイデアの創出、従来の業務や切り口にとらわれない業務プロセスの再編、部門間の情報連携やコラボレーションの促進、UIにおけるパーソナライゼーション機能の提供などは有望な選択肢である。

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Kensuke Kawabe

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