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チーム単位で問い合わせを改善した話.pdf
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いとぅ
December 12, 2020
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チーム単位で問い合わせを改善した話.pdf
いとぅ
December 12, 2020
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Transcript
͍߹ΘͤରԠΛνʔϜ୯ҐͰվળͯ͠Έͨ γεৼΓฦΓ.5(
ࣗݾհ ͍ͱ͎ˏཱವγεʢ!/*9@,*ʣ ʹ*5ΞτιʔεاۀͰڭҭػؔɺ૯߹ࣾͷϔϧϓσεΫΛܦͯ ݱࡏਆాͷԷചۀͷγενʔϜϦʔμʔͬͯ·͢ɻ γεྺɻ ຊञͱཱವΈΛ৺͔ΒѪ͓ͯ͠Γ·͢ɻ ίϩφͳ࣌͝ੈͰ͕͢ਆాۙลͰವΈ͍ͨਓ༠ͬͯԼ͍͞ʂ
ຊ ຊ͕ࣗࠓͷձࣾʹγεͱͯ͠స৬͠ɺ࠷҉ࠇͩͬͨͱࢥΘΕΔલ͔Β ࠓʹࢸΔ·ͰʹϔϧϓσεΫཧΛͲͷΑ͏ʹվળʁ͔ͨ͠ͷྺ࢙Λ-5͍ͤͯ͞·͢ɻ ˞ࠓؤுͬͨࣄ͡Όͳ͍ʁͬͯποίϛצหͯ͠Լ͍͞ ʀʅЧʆ தʹʰ͜Ε͙͑͢ग़དྷͨ͡ΌΜʂʱͱࢥ͏Α͏ͳ༰͋Δ͔͠Ε·ͤΜ͕ ·͊Թ͔͍Ͱݟक͚ͬͯΕਙͰ͍͟͝·͢ʂ
ࠓճͷഎܠ લͷѱເʜ ɾ݄ʹϔϧϓσεΫͷओྗͩͬͨۀҕୗϝϯόʔ͕߹ʹΑΓɻ ˠҾ͖ܧ͗༻ϚχϡΞϧ͋ͬͨͷ͕ͩࣾڥΛ͍ͬͯΔલఏʹͳͬͯͯ ͍ͱ͎Ҏ֎ʹղಡෆՄʢۀҕୗϩʔςʔγϣϯΛલఏʹӡӦ͢͠ͱΔʣ ɾೖସͰೖͬͯϝϯόʔ"ܦݧ͕ઙ͘ɺ·ͩ·͕ͩͤͳ͍ঢ়گͩͬͨɻ ˠҙཉ͕͋Δͷ͕ͩɺͨ·ʹ૬ஊແ͠ͰͬͪΌ͍͚ͳ͍ࣄΛޡͬͯஅ͢ΔΫη͕ɻ ɾྲྀੴʹਓ͕Γͳ͍ͱ૿һͯ͠Βͬͨϓϩύʔϝϯόʔ#ඇࣗతͩͬͨɻ ˠࣄͰ͖Δͷ͕ͩɺ͔ࣗΒਐΜͰใࠂΛͯ͜͠ͳ͍ɺλεΫঢ়گ͕ݟ͑ͳ͍ɻ ɾͦΜͳதͰγεςϜߋ৽͕૿͑ɺ͍߹ΘͤγελεΫͲΜͲΜ૿͍͑ͯ͘ʜɻ
ˠೋਓͷϑΥϩʔͱ֤छϓϩδΣΫτձٞͰۀ࣌ؒଳຒ·ͬͯ͠·͍ ࣗͷࣄવͷΑ͏ʹۀˍٳग़ۈͰ͜ͳ͢ຖʜɻ ɾਖ਼ɺ͜ͷࠒͷ5XFFUࠓҎ্ʹݟͯΒΕͳ͍༰͔Γ͆ ʑʜ
ਖ਼ຖ͕͠ΜͲ͍ ͱʹ͔͘νʔϜϝϯόʔͱטΈ߹Θͳ͍ຖʜɻ
͍ͱ͎ ʹग़ձ͏ ͦΜͳͦͷͷ݄ ͨ·ͨ·γεʹͳͬͯॳͷษڧձࢀՃͰɺLJOUPOFͱγε4MBDLʹग़ձ͏ɻ ͜ͷࠒࣗ·ͩࣗࣾʹ͔͠Λ͚ΒΕ͓ͯΒͣ &YDFMͰΖ͏ͱࢥ͍Կࣦഊͨ͠ɺLJOUPOF͍߹ΘͤாΞϓϦͷղઆͰ ͜Ε͔͠Ͷ͐ʂͱఱܒΛड͚ͨΑ͏ͳিܸΛड͚Δɻ ࢀߟϋογϡλάɿγεͱΩϯτʔϯ
Α͠ʂ࣮ફͩ ·ͣମݧ൛Ͱ؆қతʹ͍߹ΘͤாΛΜͰΈΔ खԠ͑తʹ͜ΕͳΒؒҧ͍ͳ͍͚͘Δ͠ɺଞͷ&YDFMாҠߦͰ͖Δ֬৴ΛಘͨͷͰ ·ͣۀͷେΛׂ͍͍ͯΔ͍߹Θͤۀͷݱঢ়ѲΛ͔ͬ͠Γ͠·͠ΐ͏ʂͱ ͙͢ʹࣗ෦ॺͷϘεΛޱઆ͖མͱ͠ଈٞঝೝʂ ʰ݄ઍԁ͘Β͍ଈܾͯ͘͠Εʂٞ٫Լ͞ΕͯϙέοτϚωʔ͔Βग़ͤΔͰ͠ΐʁʱ ͦΜͳมͳྔͰཱವͰϘεʹͨ͠ؾ͕͢Δ͆
͍߹Θͤπʔϧ7FSʢ·ͣݟ͑ΔԽΛ͠Α͏ʣ ·ͣ&YDFMͰཧ͍͍ͯͨ͠߹ΘͤཧΛLJOUPOFͰாԽͯ͠Έͨɻ γεͱΩϯτʔϯͰݟͨ༰ΛύΫʜࢀߟʹͯ͠ ୲ऀɺ୲෦ॺɺΧςΰϦ ݱঢ়εςʔλεɺ͍߹Θͤ༰ͱରԠ ͜ͷఔͷͱͯ؆୯ͳாͰӡ༻։࢝
͍߹Θͤπʔϧ7FSʲ݁Ռʳ ݱঢ়ͷ͍߹Θͤঢ়گʢ୲͝ͱͷରԠ݅ཹঢ়گʣͷݟ͑ΔԽ͕ਐΈ ࢥͬͨΑΓνʔϜϝϯόʔͷԠ্ʑɻ LJOUPOFͷಛͰ͋ΔίϝϯτػೳͰ͍߹Θͤʹؔ͢Δࢦࣔ ձٞதͳͲͰग़͢͜ͱ͕ग़དྷΔΑ͏ʹͳΓɺޮԽ࣮ݱʂͬͨͶʂ
͍߹Θͤπʔϧ7FSʢ͏গ͠φϨοδԽΛҙࣝ͢Δʣ աڈͷ͍߹Θ͔ͤΒɺଞͷϝϯόʔͰରԠͰ͖ΔΑ͏ʹ͏গ͠ৄ͍͠هࡌΛՃͯ͠Έͨɻ ɾΧςΰϦΛ͏গ͠ࡉ෦Խ ɾରԠظݶΛ͚ͯҰఆ࣌ؒܦաͰΞϥʔτ࡞ ɾఴϑΝΠϧͰࢀߟεΫϦʔϯγϣοτϑΝΠϧΛه ɾରԠ༰Λཤྺཧܕʹมߋͦ͠ͷରԠऀͱৄࡉΛهࡌ ɾνʔϜϝϯόʔʹφϨοδੵͱ͍͏తΛઆ໌͠ ͦΕΛҙࣝͨ͠ճهೖΛߦ͏Α͏ʹࢦࣔΛԿߦͬͨɻ
͍߹Θͤπʔϧ7FSʲ݁Ռʳ ՝ͩͬͨཹҊ݅ɺରԠ࿙Ε͕վળ͠ΤεΧϨʔγϣϯεϜʔζʹɻ ͨͩɺݩʑLJOUPOFݕࡧػೳ͕ͦΜͳʹڧ͘ͳ͍ͷͰঃʑʹօݕࡧΛ͠ͳ͘ͳΔʜɻ ͘͠ͳ͖ͬͯͨΓɺଈͰ͖Δ͍߹ΘͤʹͳΔͱஈʑೖྗ͕దʹͳͬͯ͘Δ ˞ࠓࢥ͑7FSͷࣦഊͷϑϥάࢸΔॴʹ͋ͬͨʜɻ దͳճྫ
͍߹Θͤπʔϧ7FSʢλεΫ·ͱΊͯཧ͠Α͏ʂʣ ͍߹ΘͤͱγελεΫͷڥքઢ͕ᐆດͳҊ͕݅૿͑ͨͷͰ ͱΓ͋͑ͣརศੑΛߟ͑ͯ·ͱΊͯཧ͢ΔܗଶʹҠߦ͠Α͏ʂ ରԠظݶઃఆ͢ΕΞϥʔτग़Δ͠ศརͩΑͶʂ ɾجຊܗ7FSͱҰॹʢґཔۀϦετͱ໊শΛมߋʣ ɾλεΫཧʹ͍ΧςΰϦΛ͏গ͠ࡉԽ ɾݱࡏରԠऀΛෳ໊ՃՄೳʹ ɾγεۀશͯ͜ͷϑΥʔϚοτͰରԠ͠ɺҾ͖ܧ͗ग़དྷΔΑ͏ʹ ͱʹ͔͘ܦҢΛࡉ͔͘ৄࡉʹॻ͘Α͏ʹઆ໌͠పఈΛଅͨ͠ɻ
͍߹Θͤπʔϧ7FSʲ݁Ռʳ ࣌Կͱ͔͍ͬͯ·͕ͨ͠ɺৼΓฦͬͯΈΔͱੌ͍େࣦഊʜɻ ɾλεΫ͕ࠞ߹͢ΔΑ͏ʹͳͬͯཹҊ͕݅૿͑Δ ˠλεΫʹຒΕ͍߹ΘͤͷϨεϙϯε͕ѱԽˍཹ͕ͨΓલʹͳΓϝϯςφϯε͕ͲΜͲΜૄ͔ʹ ɾΧςΰϦ͕ࡉԽͨ͠ࣄͰྨ͕దʹʜ ˠݕࡧੑ͕ੌ͍ྼԽ͢Δˠݕࡧͷҙຯ͕ͳ͍ˠΘͳ͘ͳΔˠ͞Βʹదʹʜͷෛͷϧʔϓ ɾࣗͷ͋͠͞ΓாͷରԠཤྺదʹʜ ˠࢲͷνΣοΫ͕ߦ͖Βͳ͘ͳΔˠదͳճʹࢦఠ͕ݮΔˠೖྗΕ·Ͱൃੜʜͷෛͷϧʔϓ ͜Μͳ໎ͨ͠ঢ়گΛݟͯͳͷ͔Ͳ͏͔ෆ໌Ͱ͕͢ ͜ͷ࣌ظʹҰ൪ڪΕ͍ͯͨϓϩύʔࣾһͷୀ৬͜ͷ࣌ظʹҾ͖ىͯ͜͠͠·͏ʜɻ
͍߹Θͤπʔϧ7FSʢݪճؼɺγϯϓϧͳཧʹΖ͏ʂʣ ͍߹ΘͤཧͷΞϓϩʔν໘͔Βม͑ͯΈͨɻ ɾෆධͩͬͨλεΫཧશͯ1MBOOFSʹҠߦ͍͠߹ΘͤͷΈΛهࡌ ɾ͍߹ΘͤͰλεΫԽͨ͠ͷ͜͜$MPTFѻ͍0,ͱ͢Δ ɾΧςΰϦΛ࠷খݶʹݮΒ͠ɺରԠ༰࠷ݶͷهࡌͰ0,ͱ͢Δ ɾঝೝϓϩηεΛՃ͠ɺঝೝऀʢ͍ͱ͎ʣ͕ؾʹͳΔ༰ͷ͚࣌ͩώΞϦϯά ɾ͍߹Θ͕ͤଟ͍ͷɺࣄྫͱ͍͍ͨ͠߹ΘͤࣄྫొࢦࣔΛͯ͠ ϫϯϘλϯͰφϨοδΞϓϦʹసهˠ͞Βʹࡉ͔͍ৄࡉΛهೖͤ͞Δ ɾͱʹ͔͘͜ͷாཹͤ͞ͳ͍ࣄΛϝϯόʔʹपపఈͤ͞Δ ঝೝϑϩʔՃ
ผ్φϨοδ༻ΞϓϦͷՃ
͍߹Θͤπʔϧ7FSʲݱ࣌Ͱͷ݁Ռʳ ɾφϨοδ%#ΛผΞϓϦʹͨ͠ࣄͰݕࡧޮ͕ѹతʹ্ ˠҙຯͷ͋ΔσʔλϕʔεͱͳͬͨࣄͰొଆ৺ͳߋ৽Λ͢ΔΑ͏ʹ ɾೖྗΛ؆ૉԽͨ͠ࣄͰ͍߹Θͤهೖ࿙Ε͕ܹݮ ˠ໘͕͞ফ͑ͨࣄͰࣗͷΞϐʔϧࢿྉʹ͑Δͱཧղ͠ɺօੵۃతͳೖྗ࢟ʹͳͬͨ ঝೝϓϩηε͕ՃΘΔ͜ͱͰʮͪΌΜͱରԠͨ͠ͷΛݟͯ͘Ε͍ͯΔʯͱ͍͏৴པʹ ɾ͑ΔφϨοδʹͳͬͨ͜ͱͰ࣍ͷࢪࡦ͕ݟ͖͑ͯͨ ˠφϨοδ%#Λઃܭਤͱͯ͠νϟοτϘοτߏஙˍ͍߹Θͤ૭ޱΛҰຊԽ͢Δܭը
͜͜·ͰऔΓΜͰࢥͬͨࣄ ᶃࣗͱଞਓҧ͏ਓؒͰ͋Δͱ͍͏ࣄΛཧղ͢Δ ˠͨΓલͷࣄ͚ͩͲॏཁɺ༨ఔϏδϣϯ͕ڞ༗Ͱ͖ͯͳ͍ͱࣗͱಉ͡ํ͍͍ͯͳ͍ ͜ΜͳʹޮԽग़དྷΔͷʹԿނΒͳ͍ʁݟ͍͑ͯΔੈք͕ҧ͍ͬͯΔՄೳੑ͕͋Δ ᶄඞཁੑ͚ͩͰେͷਓؒಈ͚ͳ͍ ˠ୭͕໘ͳࣄΓͨ͘ͳ͍͠ɺΰʔϧ݁Ռͷݟ͑ͳ͍ࣄؤுΕͳ͍ɻ σʔλੵ͕ΩϞͩͱͯ͠ɺԿʹ࡞ۀ͢Δଆͷ࡞ۀˍ৺ཧෛ୲ΛݮΒ͔͕͢ॏཁ ޙɺݟ͑ΔԽ͕͔ͬ͠Γग़དྷͯ͘ΔͱԿॲ͔ͰϒϨΠΫεϧʔ͕ى͖ɺਖ਼ͷϧʔϓ͕ൃੜ͢Δɻ ᶅνʔϜͰࣄ͢Δͱ࡞ۀύϫʔ͕ஈҧ͍ ˠਖ਼ɺ͕ࣗͬͨํ͕ૣ͍ϗϯτ࠷ॳͷճ͚ͩ
ڭ͑Δ͔࣌ؒͨ͠ʹඞཁ͚ͩͲɺϚϯύϫʔͬͯ݁ߏੌ͍Αʂ
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