{"metadata":{"_oai":{"id":"oai:ipsj.ixsq.nii.ac.jp:00186943","sets":["6394:9336:9338"]},"path":["9338"],"owner":"13","recid":"186943","title":["SV育成から見える問題解決力の育て方〜問題解決力を習得させる4つのステップ〜"],"pubdate":{"attribute_name":"公開日","attribute_value":"2018-04-15"},"_buckets":{"deposit":"72e4f791-6450-4a6c-9b2b-89f1b9afe143"},"_deposit":{"id":"186943","pid":{"type":"depid","value":"186943","revision_id":0},"owners":[13],"status":"published","created_by":13},"item_title":"SV育成から見える問題解決力の育て方〜問題解決力を習得させる4つのステップ〜","author_link":["420795"],"item_titles":{"attribute_name":"タイトル","attribute_value_mlt":[{"subitem_title":"SV育成から見える問題解決力の育て方〜問題解決力を習得させる4つのステップ〜"}]},"item_keyword":{"attribute_name":"キーワード","attribute_value_mlt":[{"subitem_subject":"特集：価値を創造するコンタクトセンタ","subitem_subject_scheme":"Other"}]},"item_type_id":"21","publish_date":"2018-04-15","item_language":{"attribute_name":"言語","attribute_value_mlt":[{"subitem_language":"jpn"}]},"item_21_text_3":{"attribute_name":"著者所属","attribute_value_mlt":[{"subitem_text_value":"ヤフー（株） "}]},"item_publisher":{"attribute_name":"出版者","attribute_value_mlt":[{"subitem_publisher":"情報処理学会","subitem_publisher_language":"ja"}]},"publish_status":"0","weko_shared_id":-1,"item_file_price":{"attribute_name":"Billing file","attribute_type":"file","attribute_value_mlt":[{"url":{"url":"https://ipsj.ixsq.nii.ac.jp/record/186943/files/IPSJ-DP0902011.pdf","label":"IPSJ-DP0902011.pdf"},"date":[{"dateType":"Available","dateValue":"2999-12-31"}],"format":"application/pdf","billing":["billing_file"],"filename":"IPSJ-DP0902011.pdf","filesize":[{"value":"1.3 MB"}],"mimetype":"application/pdf","priceinfo":[{"tax":["include_tax"],"price":"0","billingrole":"5"},{"tax":["include_tax"],"price":"0","billingrole":"6"},{"tax":["include_tax"],"price":"0","billingrole":"44"}],"accessrole":"open_date","version_id":"15ae43f5-9f5c-4854-98ff-e436d3ebe24f","displaytype":"detail","licensetype":"license_note","license_note":"Copyright (c) 2018 by the Information Processing Society of Japan"}]},"item_21_creator_5":{"attribute_name":"著者名","attribute_type":"creator","attribute_value_mlt":[{"creatorNames":[{"creatorName":"寺下, 薫"}],"nameIdentifiers":[{}]}]},"item_resource_type":{"attribute_name":"資源タイプ","attribute_value_mlt":[{"resourceuri":"http://purl.org/coar/resource_type/c_6501","resourcetype":"journal article"}]},"item_21_source_id_9":{"attribute_name":"書誌レコードID","attribute_value_mlt":[{"subitem_source_identifier":"AA1245124X","subitem_source_identifier_type":"NCID"}]},"item_21_source_id_11":{"attribute_name":"ISSN","attribute_value_mlt":[{"subitem_source_identifier":"2188-4390","subitem_source_identifier_type":"ISSN"}]},"item_21_description_7":{"attribute_name":"論文抄録","attribute_value_mlt":[{"subitem_description":"問題解決力は，日々コンタクトセンタ内で起こる問題を解決するために重要なスキルである．毎日，センタ内で発生する問題と対峙しなければならないスーパーバイザ（SV）にとっては，問題解決力の習得は切実な課題である．にもかかわらず，問題解決力を有するSVは，全体の10%程度しかいない．SVが問題解決の手法について，センタ内で教えてもらえる機会は，ほとんどなく，SVはこれまでの経験のみで物事を判断してしまう傾向がある．このため，根本的な解決ができないで，日々悩んでいるSVは多い．本稿では，筆者が2013年にヤフー（株）で創設したSVの問題解決養成塾「SV研究会」により，多くのSVが問題解決力を身に付け，キャリアアップしていった点に着目する．問題解決力をどのように習得させることができたかについて，SV研究会での取り組みとともに，問題解決力の育て方の実践について述べる．","subitem_description_type":"Other"}]},"item_21_biblio_info_10":{"attribute_name":"書誌情報","attribute_value_mlt":[{"bibliographicPageEnd":"476","bibliographic_titles":[{"bibliographic_title":"デジタルプラクティス"}],"bibliographicPageStart":"454","bibliographicIssueDates":{"bibliographicIssueDate":"2018-04-15","bibliographicIssueDateType":"Issued"},"bibliographicIssueNumber":"2","bibliographicVolumeNumber":"9"}]},"relation_version_is_last":true,"item_21_alternative_title_2":{"attribute_name":"その他タイトル","attribute_value_mlt":[{"subitem_alternative_title":"招待論文"}]},"weko_creator_id":"13"},"updated":"2025-01-20T02:24:07.528609+00:00","created":"2025-01-19T00:53:51.487677+00:00","links":{},"id":186943}