March 2019
Intermediate to advanced
256 pages
6h 6m
Japanese
Content preview from ITIL はじめの一歩 スッキリわかるITILの基本と業務改善のしくみ
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219
Chapter
05
【継続的サービス改善（改善）】
デミング サ イク ル
PDCAを回して目標を達成する
ITIL
エドワード・デミング氏により考案された、改善のための基本的な
モデルが「デミングサイクル」です。デミングサイクルは「
Plan」「 Do」
「
Check」「 Act」の 4 つの段階からなるサイクルで表現され、ITIL でも
サービス改善手法の一つとして紹介されています。デミングサイクル
のステップは次の通りです。
●Plan（計画）
「
PLAN」で目標を立て、それを達成するための計画を立案します。
●Do（実施）
「
DO」で、立案した計画に基づいて実施します。
●Check（点検）
「
CHECK」では、実施の状況と結果を測定し、計画と照らし合わせて
レポートを作成します。計画通りに実施したかの過程（プロセス）は
もちろん、「目標を達成できたか」もチェックします。
●Act（処置）
「
ACT」で、目標達成のための是正処置を計画し、実施します。この
4 つのサイクルを回すことで、継続的な改善を実現するのです。
〜チェックしてみよう〜
□
改善する際は、思いつきではなく、計画を立てて実施している
□
計画通り実施したか、目標を達成できたかをチェックしている
□
目標達成の軌道修正（是正処置）はもちろん、もっと良くでき
ないかという観点でさらなる改善も検討し、実施している
関連ページ
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P.038
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.