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メンタルモデルとは? カスタマーサポート向けズレ埋め勉強会

 メンタルモデルとは? カスタマーサポート向けズレ埋め勉強会

aguri otsuka

May 17, 2022
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  1. ʮϝϯλϧϞσϧʯͱ͸
    ɹɹɹɹɹɹɹɹɹɹɹษڧձ
    CONFIDENTIAL
    'SJ͓͓͔͙ͭ͋Γ

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  2. CONFIDENTIAL
    ͜ͷษڧձͷ໨త

    ͸͡Ίʹ

    View Slide

  3. ʮϝϯλϧϞσϧʯʹ͍ͭͯೝࣝΛἧ͍͑ͨ

    View Slide

  4. CONFIDENTIAL

    ৘ใີ౓ͷߴ͍ݴ༿Λ࢖͏࣌ʹؾΛ͚͍ͭͨ͜ͱ
    ϦʔμϒϧίʔυͰ͸ɺ
    ʮ৘ใີ౓ͷߴ͍ݴ༿Λ࢖͏ʯ
    ͜ͱΛਪ঑͍ͯ͠·͢
    ໨త👉ίʔυϨϏϡʔ࣌ͷίϝϯτΛ؆ܿʹ͢ΔͨΊ
    ৘ใີ౓ͷߴ͍ݴ༿͸ɺ
    ͻͱݴͰଟ͘ͷ৘ใΛ఻͑ΒΕΔͷͰɺศར
    ҰํͰɺ
    ݴ༿ͷҙຯɾղऍ͕ҧ͍ͬͯͨ৔߹ʹ͸ɺ
    ίϛϡχέʔγϣϯʹζϨ͕ੜ͡Δ
    ૊৫ਤνʔϜͰ͸ɺ
    ʮ։ൃεϐʔυΛ଎͘͢ΔͨΊʹɺ
    ಡΈ΍͍͢ίʔυΛॻ͚ΔΑ͏ʹͳ
    Ζ͏ʂʯͱಡॻձΛ͍ͯ͠·͢

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  5. ɹɹΛ͢Δͷ͕ɺ໨తɻ

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  6. CONFIDENTIAL
    ʮΘ͔ΔʯͱlϝϯλϧϞσϧzͷؔ܎

    ࠓ೔࿩͢͜ͱ

    View Slide

  7. ϝϯλϧϞσϧʺϢʔβʔΠϯαΠτ

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  8. ϝϯλϧϞσϧʺظ଴஋

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  9. ϝϯλϧϞ

    ϝϯλϧϞσϧͱ͸
    ࣮ࡍͷɺԾͷɺ૝૾্ͷঢ়گʹର͢Δ
    ৺ཧతͳΠϝʔδ

    View Slide

  10. ೝ஌৺ཧֶʹ͓͚ΔʮΘ͔Δʯͷఆٛ
    Θ͔Δͱ͸ɺ
    ೖྗ৘ใ͕ɺਓؒͷ৘ใॲཧܥͷதͰద੾ʹॲཧ͞Εͯɺ
    ಄ͷதʹ֨ೲ͞Ε͍ͯΔط༗ͷ஌ࣝʹಉԽͤ͞Δ͜ͱ͕Ͱ͖͔ͨɺ
    ͋Δ͍͸ط༗ͷ஌ࣝΛ͏·͘ௐઅͰ͖Δ͜ͱͰ͋Δ
    CONFIDENTIAL

    ʮΘ͔Δʯͱ͸
    ւอത೭ʮ৺ཧֶऀ͕ڭ͑Δɹಡ·ͤΔٕज़ɹฉ͔ͤΔٕज़ɹ৺Λಈ͔͢ɺΘ͔Γ΍͍͢දݱͷίπʯ

    View Slide

  11. ೖྗ৘ใ͕ɺਓؒͷ৘ใॲཧܥͷதͰద੾ʹॲཧ͞Εͯɺ
    ಄ͷதʹ֨ೲ͞Ε͍ͯΔ
    ط༗ͷ஌ࣝʹಉԽPSط༗ͷ஌ࣝΛ͏·͘ௐઅͰ͖Δ͜ͱͰ͋Δ
    CONFIDENTIAL

    ʮΘ͔ΔʯͨΊʹಇ͘ͷ͕ϝϯλϧϞσϧ
    ϝϯλϧϞσϧ
    ঢ়گʹର͢Δ
    ৺ཧతͳΠϝʔδ

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  12. ɹɹ΋͏গ͠෼ղ͠·͢ɻ

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  13. CONFIDENTIAL

    ೝ஌৺ཧֶʹ͓͚ΔʮϞσϧʯ
    Ұൠత͔ͭීวతͳࣄ࣮Λલఏͱͯ͠ɺ
    ͔ͦ͜Β݁࿦Λಋ͖ͩ͢
    ͞·͟·ͳࣄ࣮΍ࣄྫ͔Βಋ͖ग़͞ΕΔ܏޲
    Λ·ͱΊ͋͛ͯ݁࿦ʹͭͳ͛Δ
    ௕ظهԱͷதʹ࡞ΒΕͨʮҰ؏ͨ͠ʯ஌ࣝͷ·ͱ·Γ
    ஌ࣝΛߏ੒͍ͯ͠Δཁૉؒͷ༷ʑͳؔ܎ʹΑͬͯɺ࡞ΒΕ͍ͯΔ
    ՊֶతͳϞσϧ👉ʮԋ៷࿦ཧʯɺʮؼೲ࿦ཧʯ
    ϝϯλϧϞσϧ👉ʮ஌ࣝͷ·ͱ·ΓΛ͚͍ͭͯΔؔ܎͕ଟ࠼ʯ

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  14. ϝϯλϧϞ

    ஌ࣝͷ·ͱ·ΓΛ͚͍ͭͯΔؔ܎͕
    ݸਓʹΑͬͯҟͳΓɺ͔ͭଟ࠼ͳͷͰɺ
    ʮ࣮ࡍͷɺԾͷɺ૝૾্ͷঢ়گʹର͢Δ
    ৺ཧతͳΠϝʔδʯ
    ͱදݱ͞Ε͍ͯ·͢
    ݸʑͷʮϝϯλϧϞσϧʯ͸͞·͟·

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  15. ਓʹ͸ώτͷϝϯλϧϞσϧ

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  16. CONFIDENTIAL
    lϝϯλϧϞσϧzͷಛ௃

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  17. CONFIDENTIAL

    ւอത೭ʮ৺ཧֶऀ͕ڭ͑Δɹಡ·ͤΔٕज़ɹฉ͔ͤΔٕज़ɹ৺Λಈ͔͢ɺΘ͔Γ΍͍͢දݱͷίπʯ
    ɹզʑ͸ɺࣗ෼ͷ਎ͷ·ΘΓͷ؀ڥʹ͍ͭͯɺҰఆͷ·ͱ·Γͷ͋ΔೝࣝΛ࣋ͪɺͦΕʹجͮ
    ͍ͯ؀ڥʹಇ͖͔͚͍ͯΔɻص͕͋Γɺύιίϯ͕͋Γɺຊശ͕͋Γɺʜʜͱ͍͏ೝࣝͰ͸ͳ
    ͘ɺʮصͷ্ʹύιίϯ͕͋Γɺصͷࠨଆʹຊശ͕͋Δɺʜʜʯͱ͍͏۩߹ʹɺ͋Δ·ͱ·Γ
    Λ΋ͬͨੈքɺผͷݴ͍ํΛ͢ΔͳΒɺ෦෼ͱ෦෼ͱͷؒʹؔ܎ͷ͍͍ͭͯΔੈքΛࣗ෼ͷ಄
    ͷதʹ࡞Γ্͛ΔɻͦͷΑ͏ͳҰ؏ͨ͠ೝ͕ࣝ͋Δ͔Βͦ͜ɺຊΛऔΔͱ͖͸ࠨखΛͷ͹͠ɺ
    ύιίϯΛ࢖͏ͱ͖͸صͷલʹ࠲Δͱ͍͏ߦҝ͕εϜʔζʹͰ͖Δɻ
    ɹจԽ΍ੜ׆श׳͕·ͬͨ͘ҟͳΔ֎ࠃ΁ߦͬͨͱ͖ͷΑ͏ʹɺ͖ΘΊͯ໨৽͍͠৔໘ʹ௚໘
    ͨ͠ͱ͖΍ɺॠؒతʹڧ͍ετϨεʹ͞Β͞ΕͨΓͯࣗ͠෼ͷ৘ใॲཧܥ͕ԿΒ͔ͷཧ༝Ͱ͏
    ·͘ಇ͔ͳ͘ͳͬͯ͠·ͬͨͱ͖ͳͲʹ͸ɺ͹Β͹Βͳೝ͕ࣝൃੜ͢Δɻͦͯ͠ʮԿ͕Կ΍Β
    Θ͔Βͳ͍ʯʮԿΛͲ͏͍͍͔ͯ͠Θ͔Βͳ͍ʯͱͳΔɻ
    ɹਓؒ͸ɺී௨ɺࣗ෼ͷ਎ͷ·ΘΓʹ͍ͭͯɺͦΕͳΓͷ·ͱ·ΓΛ΋ͬͨೝࣝΛ͍ͯ͠Δɻ
    ࣌ʹ͸ɺ͋·Γద੾Ͱͳ͔ͬͨΓɺޡ͍ͬͯͨΓ͢Δ͜ͱ͕͋ͬͯ΋ɺͰ͋Δɻ͜ͷೝࣝΛ੒
    ཱ͍ͤͯ͞Δͷ͕ϝϯλϧϞσϧͰ͋Δɻ

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  18. ϝϯλϧϞ

    ϝϯλϧϞσϧɺͭͷಛ௃
    ዞҙతͰ͋Δ
    Ұ؏͍ͯ͠Δ
    ੈͷதͷঢ়گͱͷରԠ͸׬શͰ͸ͳ͍
    ঢ়گʹԠͯ͡มΘΔ
    ࢼߦࡨޡతʹঢ়گͱ͔͔ΘΒͤΔ
    ໽հ

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  19. Ϟσϧ͸͜͏Ͱͳ͚Ε͹ͳΒͳ͍ͱ͍͏͜ͱ͕ͳ͍ɻ
    ௕ظهԱʹ͋Δط༗஌ࣝͷத͔Βɺ౰໘͢Δੈքͱରॲ͢Δͷʹ࢖͑ͦ͏ͳ΋ͷΛݟ͚ͭͯɺ
    ʮউखʹʯҰͭͷϛχνϡΞੈքͷϞσϧΛ࡞Δɻ
    ͕ͨͬͯ͠ɺಉ͡จࣈೖྗʹ͍ͭͯͷϝϯλϧϞσϧͰ΋ɺखॻ͖ͷܦݧ͔͠ͳ͍ࢁా͞Μͱɺ
    ύιίϯೖྗΛಘҙͱ͢Δߴڮ͞ΜͱͰ͸ɺ·ͬͨ͘ҟͳΔϞσϧΛ࡞Γ্͛Δ͜ͱͷํ͕ɺΉ
    ͠Ζී௨Ͱ͋Δɻ
    ϝϯλϧϞ

    ϝϯλϧϞσϧ͸ɺዞҙతͰ͋Δ
    ւอത೭ʮ৺ཧֶऀ͕ڭ͑Δɹಡ·ͤΔٕज़ɹฉ͔ͤΔٕज़ɹ৺Λಈ͔͢ɺΘ͔Γ΍͍͢දݱͷίπʯ

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  20. CONFIDENTIAL

    ϝϯλϧϞσϧ͸ɺҰ؏͍ͯ͠Δ
    ւอത೭ʮ৺ཧֶऀ͕ڭ͑Δɹಡ·ͤΔٕज़ɹฉ͔ͤΔٕज़ɹ৺Λಈ͔͢ɺΘ͔Γ΍͍͢දݱͷίπʯ
    Ұ౓࡞Γ্͛ͨϞσϧ͸ɺͦͷϞσϧͷதͰ͸Ұ؏ͨ͠஌ࣝͷߏ଄Λ͍࣋ͬͯΔɻͨͩ͠ɺ͜
    ͷʮҰ؏ͨ͠ʯ͸ɺՊֶऀ͕࡞Γ্͛ΔϞσϧͷΑ͏ʹ࿦ཧతʹҰ؏͍ͯ͠Δͱ͍͏ҙຯͰ͸
    ͳ͍ɻಉ͡ঢ়گʹରͯ͠͸ɺ͍ͭ΋ಉ͡ϞσϧΛ࢖͏ͱ͔ɺ΄΅ಉ͡ߦಈΛಋ͘ͱ͔͍ͬͨҙ
    ຯͰɺҰ؏͍ͯ͠Δͱ͍͏͜ͱͰ͋Δɻ
    ͜ͷҰ؏ੑΛࢧ͍͑ͯΔͷ͸ɺݸਓతͳମݧͰ͋Δɻ
    ঢ়گͱͷମݧతͳ͔͔ΘΓΛ௨ͯ͠ɺϝϯλϧϞσϧ͸࡞Γग़͞ΕΔɻ͕ͨͬͯ͠ɺ஌ࣝཁૉ
    ؒͷؔ܎Λಛ௃͚ͮΔͷ͸ɺ࿦ཧతͳؔ܎ΑΓ΋ɺΉ͠Ζʮ͋ΕΛͨ͠Β͜Ε͕ىͬͨ͜ʯʢҼ
    Ռؔ܎ʣɺʮ͋Εͱ͜Εͱ͸Α͘Ұॹʹىͬͨ͜ʯʢ૬ؔؔ܎ʣͳͲ͕த֩ͱͳΔɻ

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  21. ϝϯλϧϞ

    ϝϯλϧϞσϧ͸ɺੈͷதͷঢ়گͱͷରԠ͸׬શͰ͸ͳ͍
    ւอത೭ʮ৺ཧֶऀ͕ڭ͑Δɹಡ·ͤΔٕज़ɹฉ͔ͤΔٕज़ɹ৺Λಈ͔͢ɺΘ͔Γ΍͍͢දݱͷίπʯ
    ͦͷର৅ͱͳ͍ͬͯΔੈքͱͷରԠ͸ʮ׬શͳ΋ͷʯͰ͸͋Γ͑ͳ͍ɻ
    ͔ͩΒͦ͜ɺ͍Ζ͍ΖͳϞσϧ͕࡞ΒΕΔɻ
    ·ͯ͠΍ɺͻͱΓͻͱΓͷ৺ͷதʹʮউखʹʯ࡞ΒΕΔϝϯλϧϞσϧͰ͸ɺଞਓ͔ΒݟΕ͹ɺ
    ͋Δ͍͸ɺՊֶతͳϞσϧ͔ΒݟΕ͹ɺ͓Αͦݱ࣮తͰͳ͍ɺͱ͍͏͜ͱ͕͋ͬͯ΋ෆࢥٞͰ͸
    ͳ͍ɻ
    ͨͩɺͦͷਓʹͱͬͯ͸ɺͦͷର৅ͱͳ͍ͬͯΔঢ়گͱ͔͔ΘΔͷʹ͸ɺ౰࠲ͷͱ͜Ζෆ౎߹͸
    ͳ͍ɻ͔ͩΒͦ͜ɺҰ؏ͯͦ͠ͷਓ͸ͭͦ͘͜͠ͷϞσϧΛ࣋ͪଓ͚͍ͯΔͷͰ͋Δɻ

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  22. ϝϯλϧϞ

    ϝϯλϧϞσϧ͸ɺঢ়گʹԠͯ͡มΘΔ
    ւอത೭ʮ৺ཧֶऀ͕ڭ͑Δɹಡ·ͤΔٕज़ɹฉ͔ͤΔٕज़ɹ৺Λಈ͔͢ɺΘ͔Γ΍͍͢දݱͷίπʯ
    ඇৗʹந৅తͳ৔߹΋͋Δ͠ɺ۩ମతͳ৔߹΋͋Δɻ

    ·ͨɺૈ͍৔߹΋ɺਫ਼៛ͳ৔߹΋͋Δɻ
    ঢ়گʹ͍ͭͯͷ஌ࣝͷྔͱ࣭ʹԠͯ͡ɺϝϯλϧϞσϧ͸ࣗࡏʹͦͷϨϕϧ΍಺༰Λม͑Δɻ
    Ұൠʹ͸ɺঢ়گʹ͍ͭͯͷ஌͕ࣝශऑͳͱ͖ʹ͸ϚΫϩͳϝϯλϧϞσϧɺ

    ๛෋ͳͱ͖͸ϛΫϩͳϝϯλϧϞσϧ͕ߏங͞ΕΔΑ͏Ͱ͋Δɻ

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  23. ϝϯλϧϞ

    ϝϯλϧϞσϧ͸ɺࢼߦࡨޡతʹঢ়گͱ͔͔ΘΒͤΔ
    ւอത೭ʮ৺ཧֶऀ͕ڭ͑Δɹಡ·ͤΔٕज़ɹฉ͔ͤΔٕज़ɹ৺Λಈ͔͢ɺΘ͔Γ΍͍͢දݱͷίπʯ
    ΤϥʔΛ͠ͳ͕Βݱ࣮ͷੈք͔ΒͷϑΟʔυόοΫΛड͚ͯɺϞσϧ͸มߋ͞Ε͍ͯ͘ɻ
    ͦͷมߋ͸ɺ͓͓ΉͶɺಥൃతͰඞવੑ͕ͳ͍ɻ

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  24. ϝϯλϧϞσϧ͸ҙຯ΋࣮ଶ΋͔ͭΈʹ͍͘

    View Slide

  25. CONFIDENTIAL
    ۀ຿ΞϓϦέʔγϣϯͱ
    lϝϯλϧϞσϧzͷؔ܎

    View Slide

  26. ͨ͘͞Μͷ͜ͱΛ଎͘ɺҰؾʹ΍Ζ͏ͱ͢Δ࣌ʹɺ
    ਓؒ͸ϝϯλϧϞσϧʹཔΒ͟ΔΛಘͳ͘ͳΔ
    CONFIDENTIAL

    ͳͥʮϝϯλϧϞσϧʯΛҙࣝ͢Δ͔
    Α͘؍࡯͠৘ใΛਫ਼ࠪͯ͠൑அͯ͠ɺ
    ޡΒͳ͍Α͏ʹ͢Δ
    ৘ใॲཧͷޮ཰Λ্͛Δ
    ϝϯλϧϞσϧΛ࢖ͬͯɺ
    γϣʔτΧοτ͢Δ
    PS
    ϝϯλϧϞσϧͷద༻Λ৻ॏʹͯ͠ɺ
    Ώͬ͘Γ࣌ؒΛ͔͚Δ

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  27. CONFIDENTIAL

    δϣϯɾ΢ΣΠϨϯʮ೴ͷ͘͠ΈͱϢʔβʔମݧɹೝ஌Պֶऀ͕ڭ͑ΔσβΠϯͷ੒ޭ๏ଇʯ
    ɹ΄ͱΜͲͷਓ͸࿦ཧΛແࢹͯ͠৺ͷۙಓΛ࢖͍͕ͪͩ͠ɺ
    ༨༟͕ͳ͘ͳΕ͹ɺܦݧଇʹཔͬͯʮαςΟεϑΝΠγϯάʯΛߦ͏ɻ
    ͭ·ΓɺΑ͘ߟ͑ͯҙࢥܾఆΛߦ͏ͷͰ͸ͳ͘ɺࢥ͍ग़͠΍͘͢ɺ
    ਖ਼͍͠Α͏ʹײ͡Δબ୒ࢶΛબͿɻ

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  28. ۀ຿ΞϓϦͷʮ౰ͨΓલʯΛఏڙ͢ΔͨΊʹ
    ϝϯλϧϞσϧΛߟྀ͍ͨ͠

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  29. CONFIDENTIAL
    BHVSJOHPͷ
    lϝϯλϧϞσϧzͷ୳Γํ

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  30. CONFIDENTIAL

    ࣮͸ࠓͰ΋ɺνϟοτͷϩάΛ݁ߏݟ͍ͯ·͢

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  31. ϝϯλϧϞ

    νϟοτͷϩά͔Β೺Ѳ͢Δ؍఺
    w ͲΜͳݴ༿Λ࢖͍ͬͯΔ͔
    w ͦͷݴ༿ΛͲΜͳҙຯͰ࢖͍ͬͯΔ͔
    w ʢ࢖͍ͬͯΔݴ༿͔ΒʣͲͷఔ౓ͷ஌͕ࣝ
    ͋Γͦ͏͔

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  32. ސ٬͕࣮ࡍʹൃ͢Δݴ༿ʹࣖΛ܏͚Ε͹ɺ൴Β͕Α͘࢖͍ͬͯΔݴ༿΍ɺ͍࣋ͬͯΔઐ໳ੑͷϨ
    ϕϧɺͻ͍ͯ͸૝ఆ͍ͯ͠Δϓϩηε͕Θ͔ͬͯ͘Δɻ
    ͦΕΛ׆༻͢Ε͹ɺސ٬͕ظ଴͍ͯ͠Δ΋ͷʹ͍ۙମݧΛσβΠϯͨ͠Γɺϓϩηε͕༧૝ͱҟ
    ͳ͍ͬͯΔ͜ͱ΁ͷ஫ҙשىΛͨ͠ΓͰ͖Δɻ
    CONFIDENTIAL

    ʮϝϯλϧϞσϧʯ͸ɺΠϯαΠτ΍ظ଴஋Λ࡞Δछ
    δϣϯɾ΢ΣΠϨϯʮ೴ͷ͘͠ΈͱϢʔβʔମݧɹೝ஌Պֶऀ͕ڭ͑ΔσβΠϯͷ੒ޭ๏ଇʯ

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  33. ϝϯλϧϞ

    ૬खͷϝϯλϧϞσϧ͕ɺͳͥେࣄͳͷ͔
    ʮΘ͔ͬͨʯঢ়ଶʹ͍ͨ͠૬खͱͷڞ௨ೝࣝ
    ͷج൫Λ࡞ΔͨΊ

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  34. CONFIDENTIAL
    lϝϯλϧϞσϧz͸ͭ͘ΕΔʂ

    View Slide

  35. ϝϯλϧϞ

    ϝϯλϧϞσϧΛม͑ͨΓɺ࡞ͬͯ΋Β͏ͨΊͷʮ఻͑ํʯͷ޻෉
    w ᄻ͑ʢϝλϑΝʔʣΛ࢖͏
    w ҙຯΛઌʹ఻͑Δ
    w ςʔϚΛ໌Β͔ʹ͢Δ
    w ֓ཁ͔Β఻͑Δ
    w ݱࡏ஍Λ͸͖ͬΓͤ͞Δ

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  36. CONFIDENTIAL

    IUUQTOPUFDPNBHVSJOODEFDDB
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