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ιϥίϜ $3&νʔϜͷϧʔςΟϯͱ༳͞ͿΓ ୈճ $VTUPNFSܥΤϯδχΞ࠲ஊձ "VH  גࣜձࣾιϥίϜ c403"$0. */$ $VTUPNFS3FMJBCJMJUZ&OHJOFFS Ճೲफ़༎ c4IVOTVLF,BOP !LBOV ϋογϡλά $VTUPNFSܥΤϯδχΞ࠲ஊձ

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ࠓ೔࿩͢಺༰ • ιϥίϜ $3&νʔϜͷۀ຿ৄࡉ΍ϧʔςΟϯ • νʔϜΛߗ௚ͤ͞ͳ͍ͨΊͷ࠷ۙͷऔΓ૊Έ ༳͞ͿΓ ࠙਌ձ΍ %JTDPSE5XJUUFSͰɺ֤ࣾ͞Μ͸Ͳ͏͍ͯ͠Δ͔ ੋඇฉ͔͍ͤͯͩ͘͞ʂ

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ࣗݾ঺հ Ճೲफ़༎ LBOV $VTUPNFS 3FMJBCJMJUZ &OHJOFFS 403"$0.ͷαϙʔτ΍υΩϡϝϯτ౳Λ ୲౰͍ͯ͠·͢ɻ झຯ • ڕΛࡹ͘ • ֊ஈμογϡɺεΫϫοτ • ϧʔϏοΫΩϡʔϒ Ұࡢ೔͔Β

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ձࣾ঺հ גࣜձࣾιϥίϜʛ403"$0. */$ ୅දऔక໾ࣾ௕ ۄ઒ݑʛ,FO5BNBHBXB αʔϏε։࢝ ೥݄೔ ڌ఺ ೔ຊɺΞϝϦΧɺΠΪϦε

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αϙʔτͷൣғ *P5σόΠε Ϋϥ΢υαʔϏε ü ԕִૢ࡞ ü ϝϯςφϯε ü ஝ੵɾݟ͑ΔԽ ü Ξϥʔτ௨஌ ௨৴ σόΠε ηϯα Ωοτ *P5௨৴ *P54*. -18" ύʔτφʔ σόΠε ύʔτφʔΫϥ΢υ "84.JDSPTPGU(PPHMF 8J'J༗ઢ (-5&( -5&.

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νʔϜ঺հ ҎԼͷϝϯόʔ͕ $VTUPNFS3FMJBCJMJUZ&OHJOFFSJOH $3& νʔϜʹॴଐ • ৬छ • $VTUPNFS3FMJBCJMJUZ&OHJOFFS $3& • 5FDIOJDBM8SJUFS 58 • 5FDIOJDBM"DDPVOU.BOBHFS 5". • ڌ఺ • ೔ຊ • ւ֎ ࠓ೔͸೔ຊνʔϜͷ $3&ͷ࿩͕ϝΠϯɻ άϩʔόϧνʔϜӡӦͷ࿩͸·͍ͨͣΕ νʔϜ໊΋ $3&͕ͩɺࠓ೔͢Δͷ ͸৬छͱͯ͠ͷ $3& ͷ࿩

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$3&νʔϜͷओͳ৬຿ྖҬ ໰͍߹ΘͤରԠ ো֐௨஌ αʔϏεߋ৽௨஌ υΩϡϝϯτɾαϯϓϧίʔυ ͜ΕΒͷج൫ Λߏஙɾӡ༻

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֤৬छͷۀ຿ྖҬ CRE TW TAM ໰͍߹ΘͤରԠ 㾎 - 㾎 ো֐௨஌ 㾎 - 㾎 αʔϏεߋ৽௨஌ 㾎 㾎 㾎 υΩϡϝϯτɾαϯϓϧίʔυ࡞੒ 㾎 㾎 - ্هͷج൫Λߏஙɾӡ༻ (Zendesk, Statuspage, υΩϡϝϯτج൫, etc.) 㾎 㾎 - $3&͸෯޿͍͓٬༷ʹରͯ͠෯޿͍ۀ຿Λɺ58 ͸υΩϡϝϯτपΓ ΛϝΠϯʹɺ5".͸େن໛ސ٬ϝΠϯʹɺͱ͍͏෼୲Λ͍ͯ͠Δ

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$3&νʔϜʹ͍ۙۀ຿Λ͢ΔνʔϜ CRE SA PdM ໰͍߹ΘͤରԠ 㾎 㾎 - ো֐௨஌ 㾎 - - αʔϏεߋ৽௨஌ 㾎 - 㾎 υΩϡϝϯτɾαϯϓϧίʔυ࡞੒ 㾎 㾎 㾎 ্هͷج൫Λߏஙɾӡ༻ (Zendesk, Statuspage, υΩϡϝϯτج൫, etc.) 㾎 - 㾎 4PMVUJPO"SDIJUFDU 4" ͸ઃܭपΓͷ໰͍߹ΘͤରԠ΍ίϯςϯπ࡞੒ɺ1SPEVDU .BOBHFS 1E. ͸ίϯςϯπͷݩωλ४උɺͱ͍͏ڠۀΛ͍ͯ͠Δ

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• ೔࣍ ேձɾ໷ձ • ΠςϨʔγϣϯ ೋिؒ୯Ґ ͝ͱ • νʔϜͰϓϥϯχϯάɾ׆ಈɾৼΓฦΓ • ΤϯδχΞશମͱϦϦʔεܭըڞ༗ • ΤϯδχΞશମͱো֐ৼΓฦΓ • ݄࣍ αϙʔτνέοτͷৼΓฦΓ • ࢛൒ظ͝ͱ • νʔϜͰ໨ඪઃఆɾৼΓฦΓ • ΤϯδχΞશମͱڞ༗ɾٞ࿦ • ͦͷଞ ֤ࣗͷϖʔεͰ PO 4VO .PO 5VF 8FE 5IV 'SJ 4BU "QS                               .BZ                                +VO                               ࢛൒ظɺΧ݄ɺ ΠςϨʔγϣϯɺ ೔ͷྫ $3& ͷϧʔςΟϯ

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ϧʔςΟϯΛ༳͞ͿΔ

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༳͞ͿΓΛҙࣝ͢Δಈػ ҆ఆ͍ͯ͠ΔΑ͏Ͱ΋ͬͱ良いやり方が͋Δ͔΋͠Εͳ͍ɻ Ұݟྑͦ͞͏ʹݟ͑ͯもムダに揺さぶるのが大事。 変化が当たり前な状態を意図的に作る。 มԽ͕ྑ͘ͳ͔ͬͨΒ΍ΊΕ͹ྑ͍ɻ ͱɺνʔϜϝϯόʔʹݴΘΕ·ͨ͠

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࠷ۙ༩͑ͨ༳͞ͿΓͱޮՌ

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• ճ ෼ఔ౓Λ਺ि͔͚ؒͯ શһɺσϞΛ͢Δ • ৽ϝϯόʔͷΦϯϘʔσΟϯά ͚ͩͰͳ͘ɺαϙʔτରԠྗ͕ ఈ্͛͞ΕΔ ༳͞ͿΓαϙʔτରԠϥΠϒσϞ ը໘ڞ༗͠ͳ͕Β ରԠͷϥΠϒσϞ ίϝϯτɾ࣭໰

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༳͞ͿΓϞϏϯά • ΠςϨʔγϣϯʹ ౓ɺ ෼ʙ࣌ؒఔ౓ɺ୭͔ͱϖΞ Λ૊ΜͰ՝୊ʹऔΓ૊Ή • ઐ໳஌ࣝͷڞ༗͕Ͱ͖Δ͠ɺ ձ࿩͠ͳ͕Β՝୊ʹऔΓ૊Ή ͜ͱͰ৽͍͠ࢹ఺ΛಘΒΕΔ ϖΞϓϩάϥϛϯά ࢪࡦͷนଧͪ υΩϡϝϯτࣥච

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༳͞ͿΓϊʔΞαΠϯσʔ 4VO .PO 5VF 8FE 5IV 'SJ 4BU "QS               ͱ͋ΔΠςϨʔγϣϯ /PBTTJHO $PEJOH /PBTTJHO #MPHHJOH • ΠςϨʔγϣϯʹҰ౓ɺ࿈೔Ͱ ϊʔΞαΠϯσʔΛׂΓ౰ͯ • αϙʔτͷׂΓࠐΈ͕ͳͯ͘͠ ूத͢Δ͜ͱͰޮ཰্͕͕Δ

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༳͞ͿΓαϙʔτΦϑΟαʔ 4VO .PO 5VF 8FE 5IV 'SJ 4BU "QS                               ͱ͋Δ݄ 4VQQPSU0GGJDFS 4VQQPSU0GGJDFS • ΦϑΟαʔ͸֤ϛʔςΟϯάͷ ਐߦ΍೉͍͠໰͍߹ΘͤͷରԠɺ ো֐௨஌ΛϦʔυ͢Δ • ΦϑΟαʔΛ౰൪੍ʹ͢Δ͜ͱ ͰɺνʔϜӡӦ͕ॊೈʹͳΔ

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·ͱΊ օ༷ͷձࣾͰͷऔΓ૊Έ΋ ฉ͔͍ͤͯͩ͘͞ʂ • ιϥίϜͷ $3&͸೔ʑͷ͓٬༷αϙʔτʹՃ͑ͯɺଞͷΤϯδχ Ξͱಉ͡ϦζϜͰίϯςϯπ࡞੒΍ج൫ͷ։ൃɾӡ༻Λ͍ͯ͠Δ • ϧʔςΟϯΛ༳͞ͿΔ͜ͱͰɺॊೈͰมԽʹڧ͍νʔϜʹͳΔ͔΋ • αϙʔτରԠϥΠϒσϞɺϞϏϯάɺϊʔΞαΠϯσʔɺαϙʔτΦϑΟαʔͳͲʜ • ࠓޙ΋औࣺબ୒͠ͳ͕Β΍͍ͬͯͧ͘ʂ

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*P5ͷʮͭͳ͙ʯΛ؆୯ʹ :PV$SFBUF8F$POOFDU