January 2018
Beginner to intermediate
370 pages
8h 5m
Japanese
Content preview from マッピングエクスペリエンス ―カスタマージャーニー、サービスブループリント、その他ダイアグラムから価値を創る
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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.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.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.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.
236
9
章
サービスブループリント
10分 120分 60分
待つ
10分
整備の順番を待つ
オ イ ル 、安 全 点 検 、
排気について話す
整備が済むまで待つ
支払
書類を渡す
支払をする
35分
オイル を交 換する
安全点検と
排 気の チェック
報告書を印刷
自動車整備工場 DMV
10分
支払を受ける
新しいタグを印刷
10分
自動車整備工場
へ車で行く
自動 車 管 理 局（ D M V ）
へ車で行く
車で帰宅
図9-5 サービスの改善前
─
顧客が2つのサービス提供者による車両の検査と登録のサービスを受けていた時の所要時間は 210分
9.2 「リーン」に徹する
237
10分
ジフィール ーブへ
車で行く
45分
整備の順番を待つ
オ イ ル 、安 全 点 検 、
排気について話す
整備が済むのを待つ
ジフィール ーブが
車 両 登 録 をしてくれる
支払
35分 10分
改善前
サービス提供 者
顧客
改善後
オイル の 交 換
安全点検と
排 気の チェック
報告書を印刷
支払を受ける
新しいタグを印刷
10分
リ ー ン 消 費 、ジ フ ィ ー ル ー ブ
予約なしで即、車検の更新
車で帰宅
分
ジフィール ーブ
図9-6 サービスの改善後
─
サービスの改善によって顧客側の所要時間を65分に短縮できた
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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.