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

by aguri otsuka

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ʮϝϯλϧϞσϧʯͱ͸ ɹɹɹɹɹɹɹɹɹɹɹษڧձ CONFIDENTIAL 'SJ͓͓͔͙ͭ͋Γ

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CONFIDENTIAL ͜ͷษڧձͷ໨త ͸͡Ίʹ

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ʮϝϯλϧϞσϧʯʹ͍ͭͯೝࣝΛἧ͍͑ͨ

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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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ɹɹΛ͢Δͷ͕ɺ໨తɻ

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CONFIDENTIAL ʮΘ͔ΔʯͱlϝϯλϧϞσϧzͷؔ܎ ࠓ೔࿩͢͜ͱ

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ϝϯλϧϞσϧʺϢʔβʔΠϯαΠτ

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ϝϯλϧϞσϧʺظ଴஋

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ϝϯλϧϞ ϝϯλϧϞσϧͱ͸ ࣮ࡍͷɺԾͷɺ૝૾্ͷঢ়گʹର͢Δ ৺ཧతͳΠϝʔδ

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ೝ஌৺ཧֶʹ͓͚ΔʮΘ͔Δʯͷఆٛ Θ͔Δͱ͸ɺ ೖྗ৘ใ͕ɺਓؒͷ৘ใॲཧܥͷதͰద੾ʹॲཧ͞Εͯɺ ಄ͷதʹ֨ೲ͞Ε͍ͯΔط༗ͷ஌ࣝʹಉԽͤ͞Δ͜ͱ͕Ͱ͖͔ͨɺ ͋Δ͍͸ط༗ͷ஌ࣝΛ͏·͘ௐઅͰ͖Δ͜ͱͰ͋Δ CONFIDENTIAL ʮΘ͔Δʯͱ͸ ւอത೭ʮ৺ཧֶऀ͕ڭ͑Δɹಡ·ͤΔٕज़ɹฉ͔ͤΔٕज़ɹ৺Λಈ͔͢ɺΘ͔Γ΍͍͢දݱͷίπʯ

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ೖྗ৘ใ͕ɺਓؒͷ৘ใॲཧܥͷதͰద੾ʹॲཧ͞Εͯɺ ಄ͷதʹ֨ೲ͞Ε͍ͯΔ ط༗ͷ஌ࣝʹಉԽPSط༗ͷ஌ࣝΛ͏·͘ௐઅͰ͖Δ͜ͱͰ͋Δ CONFIDENTIAL ʮΘ͔ΔʯͨΊʹಇ͘ͷ͕ϝϯλϧϞσϧ ϝϯλϧϞσϧ ঢ়گʹର͢Δ ৺ཧతͳΠϝʔδ

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ɹɹ΋͏গ͠෼ղ͠·͢ɻ

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

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ਓʹ͸ώτͷϝϯλϧϞσϧ

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CONFIDENTIAL lϝϯλϧϞσϧzͷಛ௃

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

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

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ϝϯλϧϞσϧ͸ҙຯ΋࣮ଶ΋͔ͭΈʹ͍͘

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CONFIDENTIAL ۀ຿ΞϓϦέʔγϣϯͱ lϝϯλϧϞσϧzͷؔ܎

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

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ۀ຿ΞϓϦͷʮ౰ͨΓલʯΛఏڙ͢ΔͨΊʹ ϝϯλϧϞσϧΛߟྀ͍ͨ͠

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CONFIDENTIAL BHVSJOHPͷ lϝϯλϧϞσϧzͷ୳Γํ

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CONFIDENTIAL ࣮͸ࠓͰ΋ɺνϟοτͷϩάΛ݁ߏݟ͍ͯ·͢

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

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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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ϝϯλϧϞ ૬खͷϝϯλϧϞσϧ͕ɺͳͥେࣄͳͷ͔ ʮΘ͔ͬͨʯঢ়ଶʹ͍ͨ͠૬खͱͷڞ௨ೝࣝ ͷج൫Λ࡞ΔͨΊ

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CONFIDENTIAL lϝϯλϧϞσϧz͸ͭ͘ΕΔʂ

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

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CONFIDENTIAL IUUQTOPUFDPNBHVSJOODEFDDB zۀ຿πʔϧzͷ69ϥΠςΟϯάྗΛ৳͹͢ຊɾબ ࠓ೔Ҿ༻ͨ͠ຊ