To improve business operations and reduce internal workload for inquiry handling,
we systematize the EC site operation manual
- Manual site construction utilizing Microsoft SharePoint.

BANDAI SPIRITS CO., LTD. Overview

・Established: February 15, 2018

・Capital: 300 million yen

・Number of Employees: 665 (as of April 1, 2022)

・Business Contents: Planning, development, manufacturing, and sales of high-target toys, plastic models, and prizes for convenience stores and other businesses.

Services

・Manual Creation Service

Project Overview

- Please tell us about the mission of Premium Bandai and the Net Strategy Office MD team.

Net Strategy Department, MD Team, Mr. Riku Naka

Mr. Nakao: In the Net Strategy Department, we operate the official Bandai Namco Group shopping site called "Premium Bandai". At Premium Bandai, we handle a wide range of limited edition products and various character goods that can only be purchased at Premium Bandai.

Our MD team works with the product development department and various group companies to plan and promote promotions.

Premium Bandai
https://p-bandai.jp/

- What were the challenges in operating the EC site?

Mr. Nakao: Premium Bandai has been operating by having the product development department and each company's representative register the products. We have provided manuals and FAQs to the listing representatives to facilitate their registration tasks using the system developed specifically for Premium Bandai.

However, there were the following challenges.

- Not following the business flow and not systematically organized

- The storage location of the manual is not fixed and scattered.

- Some tasks have become personalized, remaining as individual know-how and not shared.

・Content is partially outdated

The original duties of the MD team are to propose system functions for promotion planning and sales on Premium Bandai.

However, due to the lack of organized information about Premium Bandai's operations, the listing staff have been burdened with spending a lot of time handling inquiries about the operation and troubleshooting of Premium Bandai's system.

Therefore, in order to reduce the workload for the QA department, we have decided to improve and systematize our manuals.

- What are the reasons for choosing to outsource rather than implementing it internally when organizing the manual?

Mr. Nakao: As the volume of the manual was over 380 topics (equivalent to 800-1000 pages A4), it was determined that it was not realistic to carry out internally.

Initially, we consulted with companies that we had a business relationship with for product registration on our website. However, as we continued to consult, we realized that specialized expertise was necessary for creating manuals, so we searched for a company that specializes in creating manuals on the web.

I first contacted Human Science Co., Ltd. and as I listened to their phone and web conference, I decided to ask Human Science Co., Ltd. with expertise in manuals for assistance.

- Were there any other points that were adopted from Human Science's proposals?

Mr. Nakao: As we create new manuals on the web, we wanted to operate them on a platform that is easy to share information, easy to maintain, and accessible from multiple devices. When we expressed this idea during our meeting, we were given a proposal to build the manuals on Microsoft SharePoint, which is already used throughout the company.

Introducing a new system can be difficult, so we appreciate your suggestion to use existing tools for manual creation. This will make it easier for us to coordinate internally and manage costs.

- Project started in July 2021 and we have been providing support during the operation phase, including building an internal chatbot, until the launch in April 2022. How was the quality and communication during this time?

Mr. Nakao: Initially, we thought we had to lead the project ourselves, but instead, Human Science Co., Ltd. led the project for us.

Here, it was good that when there was a schedule that seemed impossible, we were able to quickly rearrange the schedule if we provided information according to the schedule that was set up.

Communication was smooth as we were able to participate in Teams, which is used internally, and exchange information in a familiar working environment.

There are no complaints, but if I had to say something, it would be that I sometimes feel the difference in expression because multiple writers are involved. However, since the manual volume is large and there are limits to unification, I do not see it as a major problem.

- How was the effect after the launch?

Mr. Nakao: Our ideal is for everyone involved to make use of it, but the reality is that it has not yet fully penetrated. We have received feedback from those who have used it saying that it is convenient, so we would like to promote its use to more people.

After the launch, there have been requests regarding the user experience that were not initially anticipated. For example, some users have expressed that they cannot find their way around the manual due to the lack of a breadcrumb function. This is being considered as an improvement for the future.

- May we hear about your future plans and prospects?

 

Mr. Nakao: There are still some functions that have not been implemented in the manual, so I would like to cover all of them and complete the manual. I also believe that we should continue to improve aspects such as adding features like breadcrumbs and ensuring that the hierarchy structure is in line with reality.

This is currently a manual for sellers, but we also want to break it down into the operational level of the external company that handles registration on our behalf.

In addition, in the future, we would like to prepare operation manuals for necessary applications and tasks within the internet strategy department.

In addition, Premium Bandai is also expanding overseas. We operate under a different system from Japan, and the operation methods and sales channels vary depending on the country. Although it is a future plan, we also plan to develop manuals for overseas in the future.

Related Services

Manual Creation and User Manual Creation