{"updated":"2025-01-19T16:47:20.930855+00:00","metadata":{"_oai":{"id":"oai:ipsj.ixsq.nii.ac.jp:00089241","sets":["6394:6395:7022"]},"path":["7022"],"owner":"10","recid":"89241","title":["サービスサイエンスの実践による顧客満足度と生産性の向上"],"pubdate":{"attribute_name":"公開日","attribute_value":"2010-02-15"},"_buckets":{"deposit":"a2e694b1-dc15-471a-a477-4f106e330754"},"_deposit":{"id":"89241","pid":{"type":"depid","value":"89241","revision_id":0},"owners":[10],"status":"published","created_by":10},"item_title":"サービスサイエンスの実践による顧客満足度と生産性の向上","author_link":["549494"],"item_titles":{"attribute_name":"タイトル","attribute_value_mlt":[{"subitem_title":"サービスサイエンスの実践による顧客満足度と生産性の向上"}]},"item_keyword":{"attribute_name":"キーワード","attribute_value_mlt":[{"subitem_subject":"特集：サービスサイエンス","subitem_subject_scheme":"Other"}]},"item_type_id":"21","publish_date":"2010-02-15","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":"オムロンフィールドエンジニアリング株式会社"}]},"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/89241/files/IPSJ-DP0101005.pdf","label":"IPSJ-DP0101005"},"date":[{"dateType":"Available","dateValue":"2021-12-07"}],"format":"application/pdf","billing":["billing_file"],"filename":"IPSJ-DP0101005.pdf","filesize":[{"value":"2.7 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":"d8269e85-bd80-4c41-ae43-c455c987b504","displaytype":"detail","licensetype":"license_note","license_note":"Copyright (c) 2010 by the Information Processing Society of Japan"}]},"item_21_creator_5":{"attribute_name":"著者名","attribute_type":"creator","attribute_value_mlt":[{"creatorNames":[{"creatorName":"関戸隆明"}],"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":"サービスは「形が無く，目に見ない」，「生産と消費が同時に起きる」など，その特性によりどうにも扱いにくい．それゆえサービス業の現場では，経験や勘を中心としたマネジメントが主流をなしており，顧客満足や生産性の向上の取り組みにおいても，経験則，感覚値に頼ったものになりがちである。一方で事業環境の変化が激しい今，サービス業においても効果的，効率的に顧客満足や生産性を向上しなければ生き残りは難しい．本稿では，筆者らがサービスサイエンスの6つのステップによりコールセンタの業務改革を行い，督促苦情を1/10に，エンジニアの現地到着時間を25％短縮した取り組みについて述べ，サービスサイエンスがサービス業の効率的な事業運営に活用できることを示してみたい．\n\n","subitem_description_type":"Other"}]},"item_21_biblio_info_10":{"attribute_name":"書誌情報","attribute_value_mlt":[{"bibliographicPageEnd":"28","bibliographic_titles":[{"bibliographic_title":"デジタルプラクティス"}],"bibliographicPageStart":"21","bibliographicIssueDates":{"bibliographicIssueDate":"2010-02-15","bibliographicIssueDateType":"Issued"},"bibliographicIssueNumber":"1","bibliographicVolumeNumber":"1"}]},"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"}]},"item_21_identifier_registration":{"attribute_name":"ID登録","attribute_value_mlt":[{"subitem_identifier_reg_text":"10.20729/00089225","subitem_identifier_reg_type":"JaLC"}]},"weko_creator_id":"10"},"created":"2025-01-18T23:39:03.909957+00:00","id":89241,"links":{}}