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JR Hakata City Co Ltd(Shopping Center)

The symbol of Hakata that is changing.
The development of JR Hakata City which is a top class Shopping Center of Japan
Aiming to be the top in the competitive market

JR Hakata City Co Ltd(Shopping Center)

JR Hakata City Co Ltd

6-11 Uchida Building 2nd Floor Chuo-gai Hakata-eki Hakata-ku Fukuoka

Website: http://www.jrhakatacity.com/

※The content of the article applies during the time of the interview. The situation may change by time.
JR Hakata City is a big shopping mall that opened together with Kyushu bullet train in March 2011. It emphasizes greatly on CS and ES of the store which is more than 400 in number and gives intensive training to the store employee. In 2014, JR Hakata City received Silver Award in the Sixth Shopping Mall Competition and Fighting Spirit award in the 17th Store's Favorite Shopping Mall. JR Hakata City still developing continuously to be the shopping mall that is loved by employee, customers, local companies and store owners. On this occasion, we interview President Maruyama, Mr. Uesugi who is the head of Customer Satisfaction Section, and Ms. Nagahama, head of planning team.

President Yasuharu Maruhama
Interview

Among the different projects of JR Group, Kyushu JR Hakata City is one of the symbol of the company. Please explain the positioning of JR Hakata City in the group.

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President Yasuharu Maruhama of JR Hakata City

In 1987, when the train in Japan was privatized and JR Kyushu Group was set up. Many worried if privatization in Honshu Island would be successful, while doubting the potential of Hokkaido, Shikoku and Kyushu. Certainly, it was a hard time. Kyushu Island received trains from Honshu Island and the station building was very old since 1963.

In March 2011, when Kyushu bullet train started to operate. A 200,000-square-meter station was built. At that time, it was the largest station in the record. Hence, it effects the development of both our company and the city itself.

Since then, JR Hakata City was more popular than expected. Many store owners wanted to rent the area. It was the main pillar of Kyushu Bullet train, cruise train and JR Kyushu.

MS&Consulting has developed many programs to train personnel of JR Hakata City which brought about rapid improvement in the employee. Were there any difficulty during this process?

Our company aims to be the winner in the competitive market among the professional shopping mall rivals. We aim to decrease the employee who quit the company and increase the effectiveness of the employee. Thus, we recruited more than 60% of the employee. Before combining all of the shopping malls in JR Hakata City, the marleting and promotions of all of the shopping malls were done separately. Deitos and AMU were not united in the management level. Combining both shopping mall was a big step of development. We could not have achieved this without the help of MS&Consulting.

Thank you very much. JR Hakata City is not only successful about employee training, but also utilize a lot of tools from many sources to improve, resulting in a very effective management. Could you please explain more about this.

Besides the store staff, the employee of JR Hakata City include security guard, cleaning staff, event staff and staff in charge of training. These make up about 10000 employee in total. Hence, to increase the effectiveness, we hire many outside resources to take care of the business.

MS&Consulting has help us train the employee both directly and indirectly by using Mystery Shopping Research(MSR.) This has helped increase satisfaction of both the customers and employee, allowing the company to develop efficiently. We feel very thankful about this.

Please tell us the plan in the future.

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The change in Hakata City

Because of the support from MS & Consulting, JR Hakata City has been doing business smoothly and has been having increasing sale. We have been developing our shopping mall at its full potential and still aiming for further development. In spring next year, KITTE Hakata and JRJP office building will be completed. In 2020, the new Nanakuma train will be completed. More and more customers are expected to visit.

This development involves both the development of the city and human resource. We believe that our company alone cannot conduct the training perfectly. We need professional support such as those of MS&Consulting.

In term of employee satisfaction, we are having a future plan to create nursery for employee’s children. This is because among our 10000 employee, many have young children and babies. We want to create an environment that our employee can work at ease without any worries.

JR Hakata City does not focus on the profit only, but also considers the need of the people in the local area. We want to run the business in the way that make people on Kyushu Island happy.