Case Studies on the Household Recovery Assistance Operation Based on Customer Relationship Management in Recent Earthquake Disasters in Japan

Abstract eng:
It is crucial for efficient individual household recovery support operation to manage those customer relations since considerable part of troubles in individual recovery came from failures in each interactions caused by lack of common understanding on each recovery process between them. In this paper, we proposed a framework of “Recovery Chart System” which manage profile of each affected household from various aspects such as property damage, family structure, economic situation, health condition, plan of recovery, and history of consultation including what they asked and how staffs responded After Noto peninsula earthquake, Mar., 2007, Anamizu town adopted our system for its recovery support operation. We examined its effectiveness and problems in practical use by following how the system was installed, utilized and extended in the actual operation.

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