問31
頻出度★★☆
営業活動の支援と管理強化を目的とした SFA システムの運用において，管理すべき情報として，最も適切なものはどれか。
平成23年度 秋期 ITパスポート試験 問31
ストラテジ系ビジネスインダストリ › ビジネスシステム
This question's explanation and your answers so far.
解説
問 31
- ア
正解 SFA (Sales Force Automation) is a mechanism that uses a system to record and share the day-to-day activities of each individual sales representative and the status of deals (negotiations) in progress, thereby supporting sales activities and strengthening their management. The information to be managed is therefore data that represents the sales activities themselves, that is, content such as “how many times a given customer has been visited”, “whether the deal is at the proposal stage or the quotation stage, and how likely it is to result in an order”, and “what the transaction status with that customer is”. Once such data is accumulated, a supervisor can grasp at an early stage how far a deal has progressed and the risk of losing it and can give advice, a handover is possible even when the person in charge changes, and effective ways of selling can be analyzed from the relationship between the number of visits and the orders won. Choice ア, “information such as the number of visits to a customer, the progress of negotiations, and the transaction status”, is exactly this kind of sales activity information, so the correct answer is ア.
Incorrectイ
Employees' skills, training attendance history, and business goals and their achievement levels are information managed for developing people's abilities and for personnel evaluation, and they are the target of a human resources information system (HRM, talent management). Sales representatives are employees too, so at first glance this may look related, but it is information about “how to develop and evaluate people”, not information about the sales activity itself such as “how far a negotiation with a particular customer has progressed”. It therefore cannot be called information that SFA should manage.
Incorrectウ
The date and time of product sales, the number of units sold, and the sales amount are sales-results data that record what has been sold, and they are handled by systems such as POS (point-of-sale information management). Whereas SFA targets the process leading up to winning an order (visits and the progress of negotiations), this information is limited to the result after a transaction has been concluded, so it cannot support or manage the intermediate course of sales activity.
Incorrectエ
A product's production plan, its component parts and their required quantities, and inventory quantities are information handled in the field of production management, and in particular by MRP (Material Requirements Planning). It serves to determine the quantities of parts needed and when to order them from the bill of materials and the production plan, and its target is production activity in a factory. This belongs to a different field from what SFA, which supports the activities of the sales department, manages.
ここがポイント
- SFA (Sales Force Automation) is a sales support system: it records and shares the course of sales activities, such as visit histories, the progress of negotiations, and the transaction status with customers, in order to support sales activities, strengthen their management, and eliminate dependence on individual staff members.
- Tell business systems apart by what they manage. Sales activities go with SFA, maintaining and improving the overall relationship with customers with CRM, recording sales results with POS, production matters such as required quantities of parts with MRP, and employees' skills and evaluation with a human resources information system. It is a good idea to memorize them as such pairs.
用語