{"created":"2025-01-18T23:32:25.803341+00:00","updated":"2025-01-19T16:43:11.702827+00:00","metadata":{"_oai":{"id":"oai:ipsj.ixsq.nii.ac.jp:00075232","sets":["6394:6400:6474"]},"path":["6474"],"owner":"13","recid":"75232","title":["サービスサイエンスに学ぶコールセンタ業務分析と実際との比較および課題の抽出"],"pubdate":{"attribute_name":"公開日","attribute_value":"2011-07-15"},"_buckets":{"deposit":"7f78c650-dfe4-4a8d-8eaa-d7ac129f3eaf"},"_deposit":{"id":"75232","pid":{"type":"depid","value":"75232","revision_id":0},"owners":[13],"status":"published","created_by":13},"item_title":"サービスサイエンスに学ぶコールセンタ業務分析と実際との比較および課題の抽出","author_link":["549642","549643","549641"],"item_titles":{"attribute_name":"タイトル","attribute_value_mlt":[{"subitem_title":"サービスサイエンスに学ぶコールセンタ業務分析と実際との比較および課題の抽出"}]},"item_keyword":{"attribute_name":"キーワード","attribute_value_mlt":[{"subitem_subject":"特集号投稿論文","subitem_subject_scheme":"Other"}]},"item_type_id":"21","publish_date":"2011-07-15","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":"株式会社杉養蜂園"},{"subitem_text_value":"株式会社杉養蜂園"},{"subitem_text_value":"熊本県立技術短期大学校"}]},"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/75232/files/IPSJ-DP0203009.pdf","label":"IPSJ-DP0203009"},"date":[{"dateType":"Available","dateValue":"2021-12-07"}],"format":"application/pdf","billing":["billing_file"],"filename":"IPSJ-DP0203009.pdf","filesize":[{"value":"2.0 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":"272111f1-bee5-42aa-bac7-ce89d9a75180","displaytype":"detail","licensetype":"license_note","license_note":"Copyright (c) 2011 by the Information Processing Society of Japan"}]},"item_21_creator_5":{"attribute_name":"著者名","attribute_type":"creator","attribute_value_mlt":[{"creatorNames":[{"creatorName":"米田弘一"}],"nameIdentifiers":[{}]},{"creatorNames":[{"creatorName":"古荘輝幸"}],"nameIdentifiers":[{}]},{"creatorNames":[{"creatorName":"福永隆文"}],"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_description_7":{"attribute_name":"論文抄録","attribute_value_mlt":[{"subitem_description":"筆者はBtoB中心の養蜂家企業をコールセンタのアウトバウンド中心のBtoC企業へと変革した．10年間で売り上げ，社員数ともに5倍近くとなった．本稿では，サービスサイエンスを用いて当社のアウトバウンド業務を分析し，実際との比較を行い問題抽出を行う．比較により「商品知識」「商品への自信」「情報システム」について問題点があることが分かった．また，長年のクレーム周知・対応による自主改善雰囲気の向上，サンキューレター周知による「お客様の役に立っているという自覚」の高揚，ワンフロア化による迅速な意志決定体制は高く評価できることも分かった．サービスサイエンスによる分析は，これまで気が付かなかった検討項目を明らかにするとともに，現在の方策を再評価するために有効である．","subitem_description_type":"Other"}]},"item_21_biblio_info_10":{"attribute_name":"書誌情報","attribute_value_mlt":[{"bibliographicPageEnd":"208","bibliographic_titles":[{"bibliographic_title":"デジタルプラクティス"}],"bibliographicPageStart":"200","bibliographicIssueDates":{"bibliographicIssueDate":"2011-07-15","bibliographicIssueDateType":"Issued"},"bibliographicIssueNumber":"3","bibliographicVolumeNumber":"2"}]},"relation_version_is_last":true,"weko_creator_id":"13"},"id":75232,"links":{}}