1. ããŒã³ãŒãéçºã®æŠèŠ
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1.1 ããŒã³ãŒãéçºãšã¯?
ããŒã³ãŒãéçºãšã¯ãåŸæ¥ã®ããã°ã©ãã³ã°ãšã¯ç°ãªããã³ãŒããæžãããšãªãã¢ããªã±ãŒã·ã§ã³ãéçºããæ¹æ³ã®äžã€ã§ããå ·äœçã«ã¯ããã©ãã°ïŒããããåã®ããžã¥ã¢ã«ãªããŒã«ãããªã»ããããããã³ãã¬ãŒããå©çšããã¢ããªã±ãŒã·ã§ã³ã®æ©èœãèšèšããŸããããã«ãããããã°ã©ãã³ã°çµéšãå°ãªã人ã§ãã¢ããªã±ãŒã·ã§ã³ãäœæããããæ¢åã®ã·ã¹ãã ã«æ°ããæ©èœãè¿œå ãããããããšãå¯èœã«ãªããŸãã
1.2 ããŒã³ãŒãéçºã®ã¡ãªãã
ããŒã³ãŒãéçºã«ã¯å€ãã®ã¡ãªããããããŸãããã®äžã€ããéçºã¹ããŒãã®åäžã§ããåŸæ¥ã®ææ³ã§ã¯ãæ°ããã¢ããªã±ãŒã·ã§ã³ãéçºããããã«ã¯æéãšåŽåãå¿ èŠã§ãããããããããŒã³ãŒãéçºã§ã¯ãããžã¥ã¢ã«ããŒã«ã䜿ã£ãŠçŽæçã«éçºãé²ããããšãã§ããŸããããã«ãããçæéã§ã¢ããªã±ãŒã·ã§ã³ãäœæããåžå Žãžã®ãªãªãŒã¹ãè¿ éã«è¡ãããšãå¯èœãšãªããŸãã
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2. ããŒã³ãŒãéçºã®5倧ãã¡ãªãã
ããŒã³ãŒãéçºã«ã¯å€ãã®ã¡ãªããããããŸãããäžæ¹ã§æ³šæãã¹ããã¡ãªãããååšããŸããããã§ã¯ãããŒã³ãŒãéçºã®5倧ãã¡ãªãããåãäžããããããã®å¯Ÿçã«ã€ããŠãèå¯ããŸãã
2.1 èªç±åºŠã®å¶é
ããŒã³ãŒãéçºã®æ倧ã®å¶çŽã®äžã€ããèªç±åºŠã®å¶éã§ããããªã»ããããããã³ãã¬ãŒããããŒã«ã䜿çšããããããŠãŒã¶ãŒãå®å šã«ã«ã¹ã¿ãã€ãºã§ããç¯å²ã¯éå®çã§ãããã®ãããç¬ç¹ãªæ©èœããã¶ã€ã³ãå¿ èŠãšããå ŽåãããŒã³ãŒãéçºã¯æé©ãªéžæè¢ãšã¯èšããªããããããŸããã
2.2 ã»ãã¥ãªãã£åé¡
ã»ãã¥ãªãã£ã¯ãããŒã³ãŒãéçºã«ãããŠãéèŠãªèª²é¡ã§ããããŒã«ã®ãããã€ããŒãæäŸããã»ãã¥ãªãã£å¯Ÿçã«äŸåãããããèªèº«ã§ã»ãã¥ãªãã£èšå®ã现ãã調æŽããããšã¯é£ããå ŽåããããŸããããã¯ãç¹ã«æ©å¯æ å ±ãæ±ãã¢ããªã±ãŒã·ã§ã³ã«ãããŠã¯å€§ããªåé¡ãšãªãåŸãŸãã
2.3 ã¹ã±ãŒã©ããªãã£ã®åé¡
ããŒã³ãŒãéçºã¯ãã¢ããªã±ãŒã·ã§ã³ã®åæéçºãè¿ éã«é²ããããšãã§ããŸããããã®åé¢ã倧èŠæš¡ãªãããžã§ã¯ãã倧éã®ãŠãŒã¶ãŒãæ¯ããã¹ã±ãŒã©ããªãã£ã«ã¯åé¡ããããŸãããã®åé¡ã¯ãæéãšãšãã«ãŠãŒã¶ãŒããŒã¹ãå¢å€§ããã«ã€ããŠé¡èãšãªããæçµçã«ã¯ããã©ãŒãã³ã¹ã®äœäžã«ã€ãªããå¯èœæ§ããããŸãã
2.4 ç¬èªæ§ã®æ¬ åŠ
ããŒã³ãŒãéçºã«ãããããäžã€ã®ãã¡ãªããã¯ãã¢ããªã±ãŒã·ã§ã³ã®ç¬èªæ§ã®æ¬ åŠã§ããæ¢åã®ãã³ãã¬ãŒããæ©èœã䜿çšãããããç¬èªã®ãã©ã³ãããŠãŒã¶ãŒãšã¯ã¹ããªãšã³ã¹ãæ§ç¯ããããšã¯å°é£ã§ããããã¯ããŠãŒã¶ãŒãæ±ããç¬èªã®äœéšãæäŸããããšãé£ãããšããåé¡ãçããããŸãã
2.5 äŸåæ§ã®åé¡
æåŸã«ãããŒã³ãŒãéçºã®äŸåæ§ã«ã€ããŠè§ŠããŠãããŸããããã¯ãããŒã³ãŒãéçºããŒã«ã®ãããã€ããŒã«å¯Ÿããé床ã®äŸåãæããŸãããããã€ããŒããµãŒãã¹ãåæ¢ããå Žåãããžãã¹ã¢ãã«ãå€æŽããå Žåãã¢ããªã±ãŒã·ã§ã³ã®éçºãéçšã«å€§ããªåœ±é¿ãåããå¯èœæ§ããããŸãã
3. ããŒã³ãŒãéçºã®ãã¡ãªããã®è©³çŽ°
å çšæããããŒã³ãŒãéçºã®ãã¡ãªããã«ã€ããŠãå ·äœçãªåœ±é¿ãšå®äŸã亀ããŠè©³ããæ¢ã£ãŠãããŸãããã
3.1 èªç±åºŠã®å¶éã®å ·äœçãªåœ±é¿
èªç±åºŠã®å¶éã¯ããŠãŒã¶ãŒã®ããŒãºã«å®å šã«å¿ããããšãé£ãããªããšããçµæããããããŸããäŸãã°ãç¹å®ã®æ¥åãããŒãåçŸããããç¹å¥ãªèšç®ããžãã¯ãé©çšããããããããªèŠæ±ãããå ŽåãããŒã³ãŒãéçºããŒã«ã ãã§ã¯å¯Ÿå¿ã§ããªãã±ãŒã¹ãåºãŠããŸãã
3.2 ã»ãã¥ãªãã£åé¡ã®å®äŸ
ã»ãã¥ãªãã£åé¡ã¯ãäŒæ¥ã«ãšã£ãŠæãæ·±å»ãªãªã¹ã¯ã®äžã€ã§ããäŸãã°ã顧客ããŒã¿ã管çããã¢ããªã±ãŒã·ã§ã³ã®å ŽåãããŒã³ãŒãéçºããŒã«ã®ã»ãã¥ãªãã£å¯Ÿçãäžååã ãšãããŒã¿æŒæŽ©ã®ãªã¹ã¯ãå¢å€§ããŸãããã®ãããªãªã¹ã¯ã¯ãäŒæ¥ã®ä¿¡é Œãšäºæ¥ã«æ·±å»ãªææãäžããå¯èœæ§ããããŸãã
3.3 ã¹ã±ãŒã©ããªãã£ã®åé¡ã®æ·±å ã
ã¹ã±ãŒã©ããªãã£ã®åé¡ã¯ãç¹ã«ãŠãŒã¶ãŒããŒã¹ãæ¥éã«æ¡å€§ããã¢ããªã±ãŒã·ã§ã³ã«ãããŠéèŠã§ããããšãã°ãäžæ©ã§ãŠãŒã¶ãŒæ°ãæ°åã«å¢ããå ŽåãããŒã³ãŒãéçºã§äœæãããã¢ããªã±ãŒã·ã§ã³ã¯ãã®è² è·ã«å¯Ÿå¿ã§ããªãå¯èœæ§ããããŸããããã«ããããµãŒãã¹ã®åæ¢ãããã©ãŒãã³ã¹ã®äœäžãåŒãèµ·ããããŠãŒã¶ãŒã®é¢è±ãæãå¯èœæ§ããããŸãã
3.4 ç¬èªæ§ã®æ¬ åŠãšãã®åŒå®³
ç¬èªæ§ã®æ¬ åŠã¯ã競äºåã®èŠ³ç¹ããåé¡ãšãªããŸããåžå Žã«åããããªæ©èœããã¶ã€ã³ã®ã¢ããªã±ãŒã·ã§ã³ã溢ããŠããäžã§ããŠãŒã¶ãŒã«éžã°ããããã«ã¯ç¬èªã®äŸ¡å€ãæäŸããããšãå¿ èŠã§ããããããããŒã³ãŒãéçºã§ã¯èªç±åºŠãéãããããããã®éçå ã§ããå·®å¥åãå³ãããšãã§ããŸããã
3.5 äŸåæ§ã®åé¡ã®ãªã¹ã¯è©³è§£
äŸåæ§ã®åé¡ã¯ãããŒã³ãŒãéçºããŒã«ã®ãããã€ããŒãããžãã¹ãåæ¢ãããããµãŒãã¹å 容ãå€æŽãããããå Žåã«é¡èã«ãªããŸããããã¯ããžãã¹ã®ç¶ç¶æ§ã«çŽçµããäŸãã°ãããã€ããŒããµãŒãã¹ãåæ¢ããå Žåãã¢ããªã±ãŒã·ã§ã³ã®éçºãéçšãã§ããªããªããšãããªã¹ã¯ãã¯ããã§ããŸãã
4. ãã¡ãªãããžã®å¯Ÿç
ãããŸã§è¿°ã¹ããã¡ãªãããé©åã«å¯Ÿçããããšã§ãããŒã³ãŒãéçºã®å©ç¹ãæ倧éã«æŽ»ãããªããããã®ãªã¹ã¯ãæå°éã«æããããšãå¯èœã§ãã以äžã«ãåãã¡ãªãããžã®å ·äœçãªå¯Ÿçãææ¡ããŸãã
4.1 èªç±åºŠã®å¶éãžã®å¯Ÿç
èªç±åºŠã®å¶éãžã®å¯ŸçãšããŠãããŒã³ãŒãéçºããŒã«ã䜿ãç¯å²ãæ確ã«å®ããããšãæå¹ã§ããã·ã³ãã«ãªæ¥åãããŒã®åçŸãåºæ¬çãªããŒã¿åŠçãªã©ãããŒã³ãŒãéçºããŒã«ã®åŒ·ã¿ã掻ãããéšåã§ã¯ç©æ¥µçã«å©çšããè€éãªèŠä»¶ãç¬èªã®ããžãã¯ãå¿ èŠãªéšåã§ã¯åŸæ¥ã®éçºææ³ã䜵çšãããšè¯ãã§ãããã
4.2 ã»ãã¥ãªãã£åé¡ãžã®å¯Ÿç
ã»ãã¥ãªãã£åé¡ãžã®å¯ŸçãšããŠãããŒã³ãŒãéçºããŒã«ã®éžæ段éã§ããã®ã»ãã¥ãªãã£æ©èœãšä¿¡é Œæ§ããã£ãããšè©äŸ¡ããããšãéèŠã§ãããŸããå®æçãªã»ãã¥ãªãã£ãã§ãã¯ãããŒã¿ä¿è·ã®ããã®æªçœ®ãå¿ èŠäžå¯æ¬ ãšãªããŸãã
4.3 ã¹ã±ãŒã©ããªãã£ã®åé¡ãžã®å¯Ÿç
ã¹ã±ãŒã©ããªãã£ã®åé¡ãžã®å¯ŸçãšããŠãå©çšè æ°ã®å¢å ãããŒã¿éã®å¢å€§ãèŠè¶ããèšèšãå¿æããããšãéèŠã§ããããŒã³ãŒãéçºããŒã«ãåããã¹ã±ãŒã©ããªãã£å¯Ÿçãç解ããããã«åºã¥ããŠé©åãªèšèšã調æŽãè¡ãããšãæ±ããããŸãã
4.4 ç¬èªæ§ã®æ¬ åŠãžã®å¯Ÿç
ç¬èªæ§ã®æ¬ åŠãžã®å¯ŸçãšããŠã¯ããŠãŒã¶ãŒãšã¯ã¹ããªãšã³ã¹ïŒUXïŒã®èŠ³ç¹ããç¬èªæ§ãè¿œæ±ããããšãäžã€ã®è§£çãšãªããŸããããŒã³ãŒãéçºã§ããæäœæ§ãããžã¥ã¢ã«ãã¶ã€ã³ã工倫ããããšã§ããŠãŒã¶ãŒã«ãšã£ãŠç¬èªã®äŸ¡å€ãæäŸããããšã¯å¯èœã§ãã
4.5 äŸåæ§ã®åé¡ãžã®å¯Ÿç
äŸåæ§ã®åé¡ãžã®å¯ŸçãšããŠããããã€ããŒã®éžæã«ã¯ååãªæ éããå¿ èŠã§ããå®å®ããéå¶å®çžŸãšè³éåãæã€å€§æãããã€ããŒãéžã¶ããšããããŠé·æçãªãµããŒãäœå¶ã確èªããããšãéèŠãšãªããŸãã
5. ãŸãšã: ããŒã³ãŒãéçºã®ãã¡ãªãããšãã®å¯Ÿç
æ¬èšäºã§ã¯ãããŒã³ãŒãéçºã®æŠèŠãšãã®ãã¡ãªãããããã«ããããã®ãã¡ãªãããžã®å¯Ÿçã«ã€ããŠè©³ãã解説ããŸãããããŒã³ãŒãéçºã¯ãã®æ軜ãããå€ãã®å Žé¢ã§æŽ»çšãããŠããŸããããã®äžæ¹ã§èªç±åºŠã®å¶éãã»ãã¥ãªãã£åé¡ãã¹ã±ãŒã©ããªãã£ã®åé¡ãç¬èªæ§ã®æ¬ åŠãäŸåæ§ã®åé¡ãšãã£ããã¡ãªãããååšããŸãã
5.1 ãã¡ãªãããšå¯Ÿçã®äžèŠ§
ãããã®ãã¡ãªããã«å¯Ÿãã察çãšããŠã¯ãèªç±åºŠã®å¶éã«ã¯ããŒã³ãŒãéçºããŒã«ã®äœ¿ãåããã»ãã¥ãªãã£åé¡ã«ã¯ã»ãã¥ãªãã£æ©èœã®è©äŸ¡ãšå®æçãªã»ãã¥ãªãã£ãã§ãã¯ãã¹ã±ãŒã©ããªãã£ã®åé¡ã«ã¯å©çšè æ°ãããŒã¿éã®å¢å€§ãèŠè¶ããèšèšãç¬èªæ§ã®æ¬ åŠã«ã¯ãŠãŒã¶ãŒãšã¯ã¹ããªãšã³ã¹ã®åäžãäŸåæ§ã®åé¡ã«ã¯ãããã€ããŒéžã³ã®æ éããå¿ èŠãšãªããŸãã
5.2 ããŒã³ãŒãéçºã®å¹æçãªæŽ»çšæ³
ããŒã³ãŒãéçºã®å¹æçãªæŽ»çšæ³ãšããŠã¯ãç°¡æãªæ¥åãããŒãåºæ¬çãªããŒã¿åŠçã«æŽ»çšããäžæ¹ã§è€éãªåŠçãç¬èªã®ããžãã¯ãæ±ããããéšåã«ã¯åŸæ¥ã®éçºææ³ã䜵çšããããšãèããããŸãããŸããããŒã³ãŒãéçºããŒã«ãéžã¶éã«ã¯ããã®ããŒã«ãæã€ãã¡ãªãããç解ããããã«å¯Ÿããé©åãªå¯Ÿçãè¬ããããšãéèŠãšãªããŸãã
ãããã察çãè¬ããããšã§ãããŒã³ãŒãéçºã®å©ç¹ãæ倧éã«æŽ»ããããã®ãã¡ãªãããæå°éã«æããããšãå¯èœãšãªããŸãã