1. ããã¯ãªãŒããšã¯ïŒåºæ¬æŠå¿µã®è§£èª¬
ä»æ¥ã®ãœãããŠã§ã¢éçºæ¥çã§ã¯ãäžã€ã®è£œåããµãŒãã¹ãæåãããããã«ã¯ãæè¡åã ãã§ãªããªãŒããŒã·ãããåæ§ã«éèŠã§ããããã¯ãªãŒããšãã圹è·ã¯ããããã®èŠçŽ ãå Œãåãã人æãæ åœããŸãã圌ãã¯å¿ èŠãšãããæè¡åã«å ããŠããªãŒããŒã·ãããããŒã ãããžã¡ã³ãã«ãç§ã§ãååšãšããŠãäžã€ã®ãããžã§ã¯ããæåã«å°ã圹å²ãæãããŸãã
1.1 ããã¯ãªãŒãã®å®çŸ©
ããã¯ãªãŒãã¯ãæè¡åéã§æå°åãçºæ®ããéçºããŒã ãæ¯ãã圹å²ãæãã人ç©ãæããŸãã圌ãã¯æ¥åäžãæ°ããªæè¡ãåãå ¥ãã決å®ããæè¡éžå®ãæ¹æ³è«ã®çå®ãªã©ã«é¢ãããŸãããŸãããªãŒããŒãšããŠã¡ã³ããŒã®æè²ããããžã¡ã³ããå«ãŸããŸãã
ãã®äžæ¹ã§ãããã¯ãªãŒãã¯å¿ ãããäžäœã®ãããžã¡ã³ãå±€ã«ã¯æå±ããŠããªãããšãç¹åŸŽçã§ããçµç¹å ã§ã®å°äœã¯ãäºå®äžãä»ã®ãšã³ãžãã¢ãªã³ã°ããŒã ã®ã¡ã³ããŒãšåçãšãªã£ãŠããŸãã
圌ãã®ç¹æ§ãšããŠãæè¡è ã®èŠç¹ãæã¡ã€ã€ããçµç¹å šäœã®èŠéãæã£ãŠå šäœã®æé©åãå³ãèœåããããŸãã
1.2 ããã¯ãªãŒãã®åœ¹å²ãšã¯
ããã¯ãªãŒãã®åœ¹å²ã¯ããœãããŠã§ã¢éçºã®å Žã§ã¯éåžžã«éèŠãªãã®ã§ãã圌ãã¯æè¡çãªèª²é¡ã解決ãã補åããµãŒãã¹ã®å質ãä¿èšŒããªãããéçºã¡ã³ããŒãå¹ççã«éçšããŠãããžã§ã¯ããæšé²ããŸãã
ãŸããæ°ããæè¡ãæ¹æ³è«ã®å°å ¥ãæšé²ãã責任ããããŸããããã¯ã補åãæç¶çã«æ¹è¯ããæ代ã®ããŒãºã«å¿ããããã«ã¯æ¬ ãããªã圹å²ãšãªããŸãã
ãŸããæè¡çãªå€æãããã ãã§ãªããã¡ã³ããŒããã®ãã£ãŒãããã¯ãåãå ¥ããæå°ããããšã«ãã£ãŠãããŒã å šäœã®ããã©ãŒãã³ã¹ãåäžããã圹å²ãæãããŸãã
1.3 ããã¯ãªãŒãã®éèŠæ§
ãœãããŠã§ã¢éçºã©ã€ããµã€ã¯ã«ã®äžã§ãããã¯ãªãŒãã®ååšã¯ããŒã ãšè£œåããããŠçµç¹å šäœã«ãšã£ãŠå€§ããªå¯èœæ§ãçã¿åºããŸãã
圌ããæè¡ã®ãã¬ã³ããæããæ°ããæè¡ãæ¹æ³è«ãçµç¹å ã«å°å ¥ããããšã§ã補åã®ç«¶äºåã確ä¿ãã顧客äœéšã®åäžã«å¯äžããŸãã
ãŸãã圌ããæ ç±çã«æ°çæè¡ãåŠç¿ãå°å ¥ããåæã«ã¡ã³ããŒãæå°ããããšã§ãçµç¹å ã®ã¹ãã«åäžã«çµã³ã€ããçµç¹å ã®é©æ°ãæšé²ããŸãã
1.4 ããã¯ãªãŒãã®ã¹ãã«èŠä»¶
ããã¯ãªãŒããæã€ã¹ãã¹ãã«ã¯ãæè¡çãªãã®ãšããã§ãªããã®ã®äºã€ã«å€§ããåããããšãã§ããŸãã
æè¡çãªã¹ãã«ã¯ãã¡ããã®ããšãæ°ããæè¡ã«å¯Ÿããç解ããçŸæã®æè¡ã¹ã¿ãã¯ã«å¯Ÿããç¥èãå¿ èŠãšãªããŸãããŸããã·ã¹ãã ã®èšèšãããã¹ãããããã°ãŸã§ã®å šè¬çãªç¥èãšçµéšãæ±ããããŸãã
äžæ¹ãããã§ãªãã¹ãã«ãšããŠã¯ãè¯å¥œãªã³ãã¥ãã±ãŒã·ã§ã³ã¹ãã«ãæããããŸãã圌ãã¯ä»ã®ã¡ã³ããŒãšé£æºããæ å ±ãå ±æããåé¡ã解決ããããã®æå°ããµããŒããæäŸããŸãããŸããå¹æçãªãªãŒããŒã·ãããçºæ®ããããŒã ã®äžäœæãšã¢ãããŒã·ã§ã³ãä¿ã€èœåãéèŠã§ãã
2. ããã¯ãªãŒãã®æãäžããïŒé²åãšãã£ãªã¢ãã¹
ããã¯ãªãŒããšããããžã·ã§ã³ã¯ãæè¡åã ãã§ãªãããããžã§ã¯ãã®æ¹åæ§ã決å®ããããŒã ã®æè¡çãªèª²é¡ã解決ãã圹å²ãæãããŸãããã®ããããã®æãäžãããšãã£ãªã¢ãã¹ã¯ç¬ç¹ã®ãã®ãšãªã£ãŠããŸãã
ã§ã¯ãå ·äœçã«ããã¯ãªãŒãã®ãã£ãªã¢ãã¹ãä»ã®æè¡è·ãšã®æ¯èŒãæ±ããããã¹ãã«ããããŠãã®é²åãšåœ±é¿ã«ã€ããŠè©³ããèŠãŠãããŸãããã
2.1 ããã¯ãªãŒããžã®éåžžã®ãã£ãªã¢ãã¹
ããã¯ãªãŒããžã®ãã£ãªã¢ãã¹ã¯ãåæ段éã§ã®ãœãããŠã§ã¢ãšã³ãžãã¢ãªã³ã°ã®ã¹ãã«åäžããå§ãŸããŸããå ·äœçãªã·ã¹ãã ã®èšèšãå®è£ ã«é¢äžããæè¡çãªåé¡è§£æ±ºèœåãéããŠãããŸãããã®åŸããªãŒããŒã·ãããšããŒã éå¶ã®ã¹ãã«ã磚ãããã倧ããªãããžã§ã¯ããããŒã ã®ãã¯ãã«ã«ãªãŒããšããŠã®åœ¹å²ãæããããã«ãªããŸãã
ããã¯ãªãŒãã«ãªãããã«ã¯ãæ§ã ãªæè¡ã¹ãã«ã ãã§ãªããè¯å¥œãªã³ãã¥ãã±ãŒã·ã§ã³ã¹ãã«ãæ¹å€çæèããããŠåªããåé¡è§£æ±ºèœåãå¿ èŠã§ãããšèšããã§ãããã
2.2 ããã¯ãªãŒããšä»ã®æè¡è·ãšã®æ¯èŒ
ããã¯ãªãŒãã¯ä»ã®æè¡è·ãšã¯æ確ã«åºå¥ãããŸããå€ãã®å ŽåãååãšããŠåœŒãã¯æè¡çãªåé¡è§£æ±ºã ãã§ã¯ãªããããŒã ã®éçãæã瀺ããæè¡çãªæ±ºå®ãäžã圹å²ãæ ã£ãŠããŸãã
äžæ¹ãäŸãã°ãœãããŠã§ã¢ãšã³ãžãã¢ã¯ãããã¯ãªãŒããå®ããæè¡çãªç®æšã«åŸã£ãŠå ·äœçãªã³ãŒããæžãããããã¯ãããµãŒãã¹ãéçºãã圹å²ãæãããŸãããããäºã€ã®åœ¹å²ã¯ãè·åå 容ã«ãããŠéãªãéšåããããªããããããããç¹ç°ãªåœ¹å²ãæãããŠããŸãã
2.3 ããã¯ãªãŒãã«æ±ããããã¹ãã«
ããã¯ãªãŒãã«ã¯ãç¹æã®ã¹ãã«ã»ãããå¿ èŠã§ããäžã€ã«ã¯ãå¹ åºãæè¡çå°éç¥èãæ±ããããŸããææ°ã®æè¡ãã¬ã³ããç解ããé©åãªè§£æ±ºçãæ¡çšããããã«ã¯ãéåžžã«åºç¯ã§æ·±ãç¥èãå¿ èŠãšãªããŸãã
äžæ¹ã§ããã æè¡çãªç¥èãè±å¯ãªã ãã§ã¯ãªããè¯è³ªãªã³ãã¥ãã±ãŒã·ã§ã³èœåãæ±ããããŸããããã¯ããã¯ãªãŒãããæè¡çãªæ±ºå®ãããŒã ãããžãã¹ããŒãããŒã«äŒéããç解ããŠãããããã«å¿ èŠãªã¹ãã«ã§ãã
ãããŠãææ決å®ãåé¡è§£æ±ºã®èœåãéèŠã§ããããã¯ãªãŒãã¯ãæè¡çãªèª²é¡ã«å¯ŸããŠæé©ãªè§£æ±ºçãèŠã€ãåºãããããããŒã ãžãšå°ã圹å²ãæãããŸãã
2.4 ããã¯ãªãŒãã®é²åãšãã®åœ±é¿
æè¡ã¯åžžã«é²åãç¶ããŠãããããã«äŒŽã£ãŠããã¯ãªãŒãã®åœ¹å²ãå€åããŠããŸããå ·äœçã«ã¯ãçŽç²ãªæè¡è·ããããããããžã¡ã³ãéèŠã®åœ¹è·ãžãšã·ããããŠããŸããããã¯ããã¯ãããžãŒãããžãã¹å šäœã«æ·±ã圱é¿ãäžããããã«ãªã£ãããã§ãã
ãã®çµæãããã¯ãªãŒãã¯æè¡ã ãã§ãªããããžãã¹ãšæè¡ã®æ©æž¡ã圹ãšããŠã®åœ¹å²ãå¢ããŠããŠããŸãããããžã§ã¯ããæåã«å°ãããã«ã¯ãããžãã¹ã®èŠ³ç¹ããæé©ãªæè¡ç決å®ãè¡ãããã®æ±ºå®ãããŒã ã«äŒéã§ããèœåãå¿ èŠãšãªã£ãŠããŸãã
ãã®ãããªé²åãšå€é©ã¯ãããã¯ãªãŒããæãã圹å²ãããéèŠãªãã®ã«ãããã®ãã£ãªã¢ãã¹ã«æ°ããªå¯èœæ§ãéããŠããŸãã
3. ããã¯ãªãŒãã®æ¥ã ã®æ¥åïŒåœ¹å²ãšè²¬ä»»
ããã¯ãªãŒããšã¯ãæè¡çãªç¥èãèŠæ±ããããšåæã«ã人éé¢ä¿ãæ§ç¯ãã管çããèœåãå¿ é ãšãªãç¹æ®ãªåœ¹å²ã§ãã圌ãã®äž»ãªæ¥åã¯ãããŒã ãã«ãã£ã³ã°ãšãããžã¡ã³ããæè¡çãªææ決å®ãã³ãŒãã¬ãã¥ãŒãšã¡ã³ã¿ãªã³ã°ããããŠãããžã§ã¯ã管çãªã©ãå€å²ã«ããããŸãã
次ã®é ç®ã§ã¯ããããã®è©³çŽ°ãªæ¥åãšåœŒããæ ã責任ã«ã€ããŠèª¬æããŸããåèªã®è²¬ä»»ãä»ã®ã©ã®åœ¹å²ãšãç°ãªããæçããããã¯ãªãŒãã¯éçºãããžã§ã¯ãã®æåã«äžå¯æ¬ ãªååšãšãªããŸãã
ããã§ã¯ãäžã€ãã€è©³ããèŠãŠãããŸãããã
3.1 ããŒã ãã«ãã£ã³ã°ãšãããžã¡ã³ã
ããã¯ãªãŒãã®åœ¹å²ã¯ããŒã ãã«ãã£ã³ã°ãšãããžã¡ã³ããé¢äžããŸãã圌ãã¯ããŒã å ã®ã¡ã³ããŒéã®ã³ãã¥ãã±ãŒã·ã§ã³ãä¿é²ããé©åãªäººæãæ£ãããããžã§ã¯ãã«é 眮ãããšãã責任ãè² ããŸãã
ããã¯ãªãŒãã¯ãåã ã®ããŒã ã¡ã³ããŒãèªåèªèº«ã§åé¡ã解決ã§ããããå©ããèªåãã¡ã®èœåãæ倧éã«æŽ»çšã§ããããã«ãã圹ç®ãæ ã£ãŠããŸããããã¯ãããã¯ãªãŒãããªãŒããŒã·ãããçºæ®ããã¢ãããŒã·ã§ã³ãç¶æããããšãæå³ããŸãã
ãŸãã圌ãã¯è·å Žç°å¢ãã¹ã ãŒãºã«éå¶ãããããã³ã³ããªã¯ãã®ç®¡çãšè§£æ±ºãè¡ããŸãã
3.2 æè¡çãªææ決å®
ããã¯ãªãŒããããéèŠãªäºã¯æè¡çãªææ決å®ã§ãã圌ãã¯æ°ããæè¡ã®æ€èšãå°å ¥ãéžæããã·ã¹ãã ã¢ãŒããã¯ãã£ã®æ§ç¯ãæ¹åã«åããæ¹åæ§ã瀺ã圹å²ãæããã®ã§ãã
ããã¯ãªãŒãã¯ãããžã§ã¯ãå šäœã®èŠéããæã€ãããããŒã ãšããŠã©ã®æè¡ãæ¡çšããã¹ãããšãã決å®ãäžãããšãã§ããŸãã
ããã«ãæ°ããªæè¡ãã¬ã³ããè¿œãããããããèªåãã¡ã®ããŒã ããããžã§ã¯ãã«ã©ã®ããã«å©çãããããããè©äŸ¡ãã圹ç®ãæã£ãŠããŸãã
3.3 ã³ãŒãã¬ãã¥ãŒãšã¡ã³ã¿ãªã³ã°
ããã¯ãªãŒãã®éèŠãªåœ¹å²ã¯ãã³ãŒãã¬ãã¥ãŒãšã¡ã³ã¿ãªã³ã°ã§ãã圌ãã¯ããŒã ã¡ã³ããŒã®ã³ãŒããã¬ãã¥ãŒãããã£ãŒãããã¯ãæäŸããŸãã
圌ãã¯åºæºã«åºã¥ããŠã³ãŒãã®å質ããã§ãã¯ããæé©ãªèšèšãã¿ãŒã³ãã³ãŒãã£ã³ã°ã¹ã¿ã³ããŒãã«åã£ãŠããããä¿èšŒããŸãã
ãŸããã¡ã³ã¿ãªã³ã°ã®äžç°ãšããŠãä»ã®éçºè ã«åããŠæè¡æå°ãæäŸããããŒã ã®å šäœçãªã¹ãã«ã»ãããåäžãããããšããããã¯ãªãŒãã®è·åã§ãã
3.4 ãããžã§ã¯ã管ç
æåŸã«ãããã¯ãªãŒãã¯ãããžã§ã¯ã管çã«ãé¢äžããŸããããã¯ã¹ã±ãžã¥ãŒã«ã®ç®¡çãããããžã§ã¯ãã®äºç®ãšãªãœãŒã¹ã®å²ãåœãŠããããŠãªã¹ã¯ç®¡çãå«ã¿ãŸãã
ããã¯ãªãŒãã¯åãã§ãŒãºã§ã®ãããžã§ã¯ãé²è¡ç¶æ³ãç£èŠããé²è¡ç¶æ³ã«å¯Ÿããã¬ããŒããäœæããæéå ã«ãããžã§ã¯ããå®äºããããã«åªåããŸãã
ããã«ã圌ãã¯ãããžã§ã¯ãã®å質ãšã³ã¹ããç£èŠããæåã«åããæé ãšããªã·ãŒãèŠå®ããŸãã
4. ããã¯ãªãŒãã®èª²é¡ãšè§£æ±ºç
ããã¯ãªãŒãã¯ãå€ãã®èª²é¡ãšè§£æ±ºçãåžžã«æã€å¿ èŠããããŸãããããã¯ã圌ããå¹æçã«ããŒã ããªãŒããããããžã§ã¯ããæåã«å°ãããã®éèŠãªèŠçŽ ãšãªããŸãã
4.1 ããã¯ãªãŒããçŽé¢ããäžè¬çãªèª²é¡
ããã¯ãªãŒãã¯ãå€ãã®ãã£ã¬ã³ãžã«å¯ŸåŠããªããã°ãªããŸããããªãã§ããæè¡çãªã¹ãã«ãšããŒã ã®ãªãŒããŒã·ãããåæã«æã€ãšãã課é¡ããããŸããããã¯ãã³ãŒããæžããªãããä»ã®éçºè ã®æå°ãšæŽå©ãããªããã°ãªããªãããã§ãã
ãŸããé©åãªã³ãã¥ãã±ãŒã·ã§ã³ã¹ãã«ãå¿ èŠãšãªããŸããæ å ±ã®å ±æããããŒã ã¡ã³ããŒãšã®ææçéãããã«ã¯äžå±€éšãšã®ã³ãã¥ãã±ãŒã·ã§ã³ã®ãã©ãã«ãçãããããã€ã³ãã§ãã
ãããŠããµããªãŒããŒãæ°å ¥ç€Ÿå¡ã®æè²ãæå°ãããã¯ãªãŒãã®éèŠãªåœ¹å²ãšãªããŸããæ°å ¥ç€Ÿå¡ãæéå ã«åœ¹å²ãšè²¬ä»»ãç解ããèªå·±äž»å°ã§äœæ¥ãé²ããèœåã確ä¿ããããšãæ±ããããŸãã
4.2 ããŒã ãšã®ã³ãã¥ãã±ãŒã·ã§ã³ã®éèŠæ§
ããã¯ãªãŒãã解決ãã¹ãéèŠãªèª²é¡ã®äžã€ãããŒã ãšã®ã³ãã¥ãã±ãŒã·ã§ã³ã§ãããããžã§ã¯ããé²ããäžã§ãããŒã ã¡ã³ããŒåã ã®ã¹ãã«ãç解ããé©åãªã¢ãµã€ã³ãè¡ãããšã¯äžå¯æ¬ ã§ãã
ãŸããã¡ã³ããŒã®ã¢ãããŒã·ã§ã³ãæ倧éã«åŒãåºãããã«ã¯ãäžäººã²ãšãã«åãããã³ãã¥ãã±ãŒã·ã§ã³ãæ±ããããŸããããã¯ãªãŒãã¯ãããããã®åæ§ãèœåãç解ããé©åãªãã£ãŒãããã¯ãšæ¯æŽãæäŸããããšãå¿ èŠã§ãã
ã³ãã¥ãã±ãŒã·ã§ã³ã®åé¡ã¯ãã¯ãªã¢ãªãŽãŒã«èšå®ãšæåŸ å€ã®èª¿æŽã«ãã解決ã§ããŸãããããã¯ã¡ã³ããŒéã®èª€è§£ãé²ããããŒã å šäœãšããŠã®ææãåäžãããããšã«ç¹ãããŸãã
4.3 管çè·ãšããŠã®èª²é¡è§£æ±º
ããã¯ãªãŒãã«ã¯ã管çè·ãšããŠã®èª²é¡ããããŸããããã¯ãèªããã¹ãã«ã®é«ãéçºè ã§ããäžæ¹ã§ãä»ã®éçºè ã®ææ®ããšããšãããããžã¡ã³ãèœåãå¿ èŠãšãªãããšã§ãã
ãã®ããã«ã¯ãããŒã ã®ãããã¯ãã£ããã£ã確ä¿ããäžäººã²ãšãã®ã¹ãã«ã¢ãããæ¯ããå šäœã®æ¥çžŸãæšé²ããããã«ãå ·äœçãªç®æšèšå®ãããã©ãŒãã³ã¹ç®¡ççã®æŠç¥çãªæèãšå®è¡ãéèŠãšãªããŸãã
ãã®ç®¡çè·ãšããŠã®èª²é¡ã解決ããæ¹æ³ãšããŠã¯ãèªèº«ã®æè¡åãç¶æã¢ããããã€ã€ããããžã¡ã³ãã«ã€ããŠåŠã³ãçºéãããããšãæããããŸãã
4.4 æè¡çãªèª²é¡ãšãã®ç®¡ç
ããã¯ãªãŒããçŽé¢ããæåŸã®èª²é¡ã¯ãæè¡çãªåé¡ã§ããããã¯ãæ°ããæè¡ã®ãã£ããã¢ãããé©åãªæè¡éžå®ãæè¡çãªåé¡è§£æ±ºãªã©ãããã¯ãªãŒãèªäœã®æè¡åãæ±ããããå Žé¢ã§ãã
ãããŠãæè¡ã®é²åã«ãããæ°äœæè¡ãžã®è¿ éãªé©å¿ããæ¢åã·ã¹ãã ãšã®äºææ§ç¢ºä¿ãªã©ãæ代ã«åãããæè¡çãªæ¹é©ãæ±ããããŸãã
ãããã®èª²é¡ã解決ããã«ã¯ãæ°æè¡ã®è¿ éãªç解ãšæŽ»çšãæè»ãªæèãæéãªè¡åãå¿ èŠãšãªããŸãã
5. ããã¯ãªãŒãã«ãªãããã«ïŒæ¬¡ãžã®ã¹ããã
ããã¯ãªãŒãã«ãªãããã«ã¯ç¹å¥ãªã¹ãã«ãå¿ èŠã§ããããããããšããŠèšãã°ããã®åœ¹å²ã¯è¯ãããªãã«ã建ç¯ãã建ç¯å®¶ã®ãããªãã®ã§ããããªãããã®ããžã§ã³ãæã€ãªãã°ã次ã®ãã³ããããªãã次ã®æ®µéãžãšå°ãã§ãããã
以äžã«ãããã¯ãªãŒãã«ãªãããã«å¿ èŠãªã¹ãã«ãšå€é©ã®ã¹ãããã詳ãã説æããŠãããŸãã
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5.1 ãœããã¹ãã«ã®éèŠæ§
ããã¯ãªãŒããç®æããªãã°ãããªãã®ãœããã¹ãã«ã磚ãããšãåªå äºé ã§ããã¹ãã§ãããœããã¹ãã«ãšã¯ãã³ãã¥ãã±ãŒã·ã§ã³ãæé管çãåé¡è§£æ±ºãªã©ãåºæ¬çãªä»äºã®ã¹ãã«ãæããŸãã
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5.2 ããã¯ãªãŒãã«å¿ èŠãªããŒãã¹ãã«
ããã¯ãªãŒãã«ã¯ãåºç¯ã§æ·±ãæè¡ç¥èãå¿ èŠã§ãã
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5.3 ç¶ç¶çãªåŠç¿ãšæé·
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5.4 ãªãŒããŒã·ããã¹ã¿ã€ã«ã®éçº
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ãã人ãã¡ã¯ãå¹æçãªãªãŒããŒã·ãããšã¯ãå±ãããšãåœä»€ããããšã ãšæã£ãŠããŸãããããã¯å€§ããªèª€è§£ã§ãããªãŒããŒã·ãããšã¯ã人ã ãç解ããæ¯æŽãããã®ããŒãºãæºããããšãããªããã®ä»äºãéèŠã§ãããã圌ãã«ç解ãããããšã§ãã
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6. ããã¯ãªãŒãã®æªæ¥ïŒåžå Žã®ãã¬ã³ããšéèŠ
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6.1 ããã¯ãªãŒãã®æ±äººåžå Ž
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6.2 ããã¯ãªãŒãã®å°æ¥æ§
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6.3 ããã¯ãªãŒãã«ããæ¥çãžã®ã€ã³ãã¯ã
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6.4 ããã¯ãªãŒããšããã¯æ¥çã®æªæ¥
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