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.6+*QBTTQPSU ʢແ஍ྑ඼ͷ"QQʣ ʙࣗ਎͕.6+*QBTTQPSUΛݱ࣮తͳ޻਺Ͱ  6*Λத৺ͱͨ͠αʔϏεվળΛߦ͏ࣄΛ૝ఆͨ͠৔߹ʙ αʔϏεվળσϞϯετϨʔγϣϯ

΋ ɹɹ ̍֊૚ ֊૚ ̏֊૚ .6+*QBTTQPSUͷݱঢ় αʔϏεཧղͷҝ৮Δ ݱঢ়೺Ѳͷҝ6*΍࢓༷ͷݟ͑ΔԽ ҰݩԽ

.6+*QBTTQPSUͷ  ໰୊ ʻ໰୊ʼ  ɾͲΜͳࣄ͕ग़དྷΔͷ͔͕Θ͔ΓͮΒ͍ ɾͲΜͳ෩ʹ࢖ͬͨΒ͍͍͔෼͔Βͳ͍  ɾෳࡶͳ"QQʹײ͡Δ  ɾ໨తΛୡ੒͠ʹ͍͘ ɾಉ͡ػೳ΍ಉ͡ը໘͕ॏෳ͠·͍ͬͯ͘Δ  ɹɾJOGPͷॏෳ͕ಛʹଟ͍   

΋ ɹɹ ɹ ̍֊૚ ֊૚ ̏֊૚ ˞ߪೖ͍ͯ͠ͳ͍৔߹ɺ  ࠷ॳʹग़͞ͳͯ͘ྑ͍͔΋ ˞ಉ͡ϖʔδPS಺༰͕ॏෳ
˞಺༰͸ҧ͏͕ผϖʔδʹ  ͢Δཧ༝ݟ౰ͨΒͳ͍ ˞಺༰͕ҧ͏͕໨త͸ҰॹͳͷͰ  Ұॹʹͨ͠΄͏͕Θ͔Γ΍͍͢ .6+*QBTTQPSUͷ۩ମత໰୊ͷચ͍ग़͠ ɹ ˞ಋઢҾ͍ͯ͋͛Δ

lվΊͯαʔϏεͷཧղΛਂΊΔz

.6+*QBTTQPSUͷ֓ཁચ͍ग़͠ ϙΠϯτ͕ஷ·Δ  ɾωοτߪೖ ɾ௚઀ߪೖ ɾνΣοΫΠϯ  ؾʹͳΔ঎඼Λ  ϒοΫϚʔΫग़དྷΔ  ɾ޷͖ͳ࣌ʹങ͑Δ  ళฮݕࡧ ɾҐஔ৘ใͰۙ͘ͷ 
ళฮ΋୳ͤΔ  ແҹ͓ಘ৘ใͷऔಘ ঎඼ݕࡧ  ɾωοτͰ঎඼Λ  ୳ͯ͠ߪೖग़དྷΔ ͜ͷ"QQͷ࢖͍ํ  ɾ"QQͷ࢖͍ํ  ɾϙΠϯτͷ֓೦ 

ߪೖ࣌ʹ  ϨδલͰ"QQΛ։͖  ϙΠϯτΛஷΊΔ .6+*QBTTQPSUͷ  ϢʔβʔετʔϦʔͷ্Ґέʔε༧૝ "QQͰ঎඼Λݕࡧ͢Δ ɾͦͷ··"QQͰങ͏ ɾࠓ͙͢΄͍͔͠Β  ങ͍ʹళฮΛ୳͢ ɾΧʔτʹ͍Ε͓ͯ͘
ཉ͍͠΋ͷ͸  ܾ·͍ͬͯͯ  ళฮΛ͕͍ͯ͞͠Δ ɾ͍ۙళฮ ࡏݿ͕͋Δ

ͳΜͳΒαϒػೳ΋ଟ͍ lػೳ͸ຬ͍ͨͯ͠Δɻ΍ͬͺΓ੔ཧͩʂz ͜͜·Ͱͷ݁࿦

lॏෳ͍ͯ͠Δػೳ΍ը໘Λ࠶੔ཧz

۩ମత6*վળҊ ൺֱ

վળҊ ৄࡉ zߜΓࠐΉzͱz࡟আz͸બ୒ͨ͠ՕॴΛ ফ͔͢ɺ࢒͔͢ͷҧ͍ͷΈɻ  ར༻ස౓͕ߴ͍৔ॴͰ͸ແ͍ͷͰશͯ ࡟আʹ౷Ұ ϙΠϯτͱϚΠϧ͸  ΄΅ݺͼํͷҧ͍ʹա͗ͳ͍ͷͰ  ૬ޓؔ܎͕͋ΔͷͰλϒ੾Γସ͑Ͱ೺Ѳ͠΍͘͢ λϒόʔͷҐஔΛมߋɺ 
্ཱͪ͛ͷ࠷ॳ͸͜ͷը໘ ϙΠϯτͰങ͑Δ঎඼΋ग़͠ ߪങҙཉͷ޲্ ళฮݕࡧͷҰݩԽɺ νΣοΫΠϯ΋ۙ͘ͷళฮ΋ ಉҰը໘Ͱߦ͑Δ ঎඼͚ͩΛγϯϓϧʹݕࡧ Ϙλϯʹม͑ͯɺ̌݅ͷ࣌͸ ঎඼ݕࡧͷը໘΁ભҠ Ϙλϯ͍ۙҐஔʹϝχϡʔ  Λग़ͯ͠ҧ࿨ײͷܰݮ  ηάϝϯτΛ੔ཧ͠Ϙλϯ਺Λ࠷খʹ શࠃڞ௨ͷ͓ಘ৘ใ͸  ΞϓϦ্ཱͪ͛࣌ʹμΠΞϩάͰग़͢

΋ ɹɹ ̍֊૚ ֊૚ ̏֊૚ .6+*QBTTQPSUͷվળҊదԠ ੍࡞ͨ͠6*ΛαΠτ಺ͰదԠͨ͠৔߹  ˞άϨʔ͕ෑ͍ͯ͋Δ6*͸ෆཁʹͳΔ6*

l͓͠·͍z

サービス改善デモンストレーション

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.6+QBTTQPSU ʢແ஍ྑ඼ͷ"QQʣ ʙࣗ਎͕.6+QBTTQPSUΛݱ࣮తͳ޻਺Ͱ  6*Λத৺ͱͨ͠αʔϏεվળΛߦ͏ࣄΛ૝ఆͨ͠৔߹ʙ αʔϏεվળσϞϯετϨʔγϣϯ

΋ ɹɹ ̍֊૚ ֊૚ ̏֊૚ .6+QBTTQPSUͷݱঢ় αʔϏεཧղͷҝ৮Δ ݱঢ়೺Ѳͷҝ6΍࢓༷ͷݟ͑ΔԽ ҰݩԽ

.6+*QBTTQPSUͷ  ໰୊ ʻ໰୊ʼ  ɾͲΜͳࣄ͕ग़དྷΔͷ͔͕Θ͔ΓͮΒ͍ ɾͲΜͳ෩ʹ࢖ͬͨΒ͍͍͔෼͔Βͳ͍  ɾෳࡶͳ"QQʹײ͡Δ  ɾ໨తΛୡ੒͠ʹ͍͘ ɾಉ͡ػೳ΍ಉ͡ը໘͕ॏෳ͠·͍ͬͯ͘Δ  ɹɾJOGPͷॏෳ͕ಛʹଟ͍

΋ ɹɹ ɹ ̍֊૚ ֊૚ ̏֊૚ ˞ߪೖ͍ͯ͠ͳ͍৔߹ɺ  ࠷ॳʹग़͞ͳͯ͘ྑ͍͔΋ ˞ಉ͡ϖʔδPS಺༰͕ॏෳ

lվΊͯαʔϏεͷཧղΛਂΊΔz

.6+*QBTTQPSUͷ֓ཁચ͍ग़͠ ϙΠϯτ͕ஷ·Δ  ɾωοτߪೖ ɾ௚઀ߪೖ ɾνΣοΫΠϯ  ؾʹͳΔ঎඼Λ  ϒοΫϚʔΫग़དྷΔ  ɾ޷͖ͳ࣌ʹങ͑Δ  ళฮݕࡧ ɾҐஔ৘ใͰۙ͘ͷ

ߪೖ࣌ʹ  ϨδલͰ"QQΛ։͖  ϙΠϯτΛஷΊΔ .6+*QBTTQPSUͷ  ϢʔβʔετʔϦʔͷ্Ґέʔε༧૝ "QQͰ঎඼Λݕࡧ͢Δ ɾͦͷ··"QQͰങ͏ ɾࠓ͙͢΄͍͔͠Β  ങ͍ʹళฮΛ୳͢ ɾΧʔτʹ͍Ε͓ͯ͘

ͳΜͳΒαϒػೳ΋ଟ͍ lػೳ͸ຬ͍ͨͯ͠Δɻ΍ͬͺΓ੔ཧͩʂz ͜͜·Ͱͷ݁࿦

lॏෳ͍ͯ͠Δػೳ΍ը໘Λ࠶੔ཧz

۩ମత6*վળҊ ൺֱ

վળҊ ৄࡉ zߜΓࠐΉzͱz࡟আz͸બ୒ͨ͠ՕॴΛ ফ͔͢ɺ࢒͔͢ͷҧ͍ͷΈɻ  ར༻ස౓͕ߴ͍৔ॴͰ͸ແ͍ͷͰશͯ ࡟আʹ౷Ұ ϙΠϯτͱϚΠϧ͸  ΄΅ݺͼํͷҧ͍ʹա͗ͳ͍ͷͰ  ૬ޓؔ܎͕͋ΔͷͰλϒ੾Γସ͑Ͱ೺Ѳ͠΍͘͢ λϒόʔͷҐஔΛมߋɺ

΋ ɹɹ ̍֊૚ ֊૚ ̏֊૚ .6+QBTTQPSUͷվળҊదԠ ੍࡞ͨ͠6ΛαΠτ಺ͰదԠͨ͠৔߹  ˞άϨʔ͕ෑ͍ͯ͋Δ6͸ෆཁʹͳΔ6

l͓͠·͍z