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CRE(顧客信頼性エンジニアリング)について自分なりに解釈してみる
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st_tm_k (sa_ta_k)
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September 14, 2024
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CRE(顧客信頼性エンジニアリング)について自分なりに解釈してみる
st_tm_k (sa_ta_k)
PRO
September 14, 2024
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Transcript
$3& ސ٬৴པੑΤϯδχΞϦϯά ʹ͍ͭ ͯࣗͳΓʹղऍͯ͠ΈΔ ΏΔ͍ษڧձˏ৯ϚϧγΣ TBUBL ͚ͨ͞
ࣗݾհ w 4BUPSV)BUBLFZBNBˏ͚ͨ͞ !TU@UN@L w ࡳຈ͔Βདྷ·ͨ͠ w XFCΤϯδχΞ 1)1ͳͲ
w ಈը৴ࢹௌαʔϏεͷ։ൃͯ͠·͢ w ࠷ۙΧϯϑΝϨϯεελοϑۀͷਓ w ΏΔ͍ษڧձॳࢀՃ🙌
None
None
ͦΕͧΕ࣮ߦҕһͬͯ·ͨ͠
ࠓ͢͜ͱʹ͍ͭͯ ຊ ·ͱΊ
ࠓ͢͜ͱʹ͍ͭͯ ຊ ·ͱΊ
$3&ʹ͍ͭͯߟ͑ͯΈΔ ͖͔͚ͬ ॴଐ։ൃνʔϜͷ໊લ͕͋ΔٸʹมΘͬͨ ৴ࢹௌվળνʔϜˠ$3&νʔϜ
$3&ʹ͍ͭͯߟ͑ͯΈΔ ͖͔͚ͬ ॴଐ։ൃνʔϜͷ໊લ͕͋ΔٸʹมΘͬͨ ৴ࢹௌվળνʔϜˠ$3&νʔϜ 🫠 ͳʹͦΕ
$3&ʹ͍ͭͯߟ͑ͯΈΔ ͖͔͚ͬ ॴଐ։ൃνʔϜͷ໊લ͕͋ΔٸʹมΘͬͨ ৴ࢹௌվળνʔϜˠ$3&νʔϜ 🫠 ͳʹͦΕ ۀ༰ มΘΒͳ͍Β͍͠
$3&ʹ͍ͭͯߟ͑ͯΈΔ ͖͔͚ͬ ॴଐ։ൃνʔϜͷ໊લ͕͋ΔٸʹมΘͬͨ ৴ࢹௌվળνʔϜˠ$3&νʔϜ 🫠 ͳʹͦΕ ۀ༰ มΘΒͳ͍Β͍͠ ϝϯόʔมΘΒͳ͍
$3&ʹ͍ͭͯߟ͑ͯΈΔ ͖͔͚ͬ ॴଐ։ൃνʔϜͷ໊લ͕͋ΔٸʹมΘͬͨ ৴ࢹௌվળνʔϜˠ$3&νʔϜ 🫠 ͳʹͦΕ ۀ༰ มΘΒͳ͍Β͍͠ ϝϯόʔมΘΒͳ͍ 43&ͳΒ
ฉ͍ͨ͜ͱ͋Δ͚Ͳ
$3&ʹ͍ͭͯߟ͑ͯΈΔ ܅ͨͪͲ͏ੜ͖Δ͔ߟ͑ͯΈΔ
$3&ʹ͍ͭͯߟ͑ͯΈΔ ܅ͨͪͲ͏ੜ͖Δ͔ߟ͑ͯΈΔ Ͳ͏ΤϯδχΞϦϯά͍͔ͯ͘͠ߟ͑ͯΈΔ
ࠓ͢͜ͱʹ͍ͭͯ ຊ ·ͱΊ
Ͳ͏ΤϯδχΞϦϯά͍͔ͯ͘͠ߟ͑ͯΈΔ ٛͰͷ$3&ސ٬৴པੑΤϯδχΞϦϯά ސ٬ Ϣʔβʔ ʹରͯ͠৴པੑΛ୲อ͢Δʁ ʹ(PPHMF͕ఏএͨ͠৬छɺΒ͍͠
Ͳ͏ΤϯδχΞϦϯά͍͔ͯ͘͠ߟ͑ͯΈΔ ٛͰͷ$3&ސ٬৴པੑΤϯδχΞϦϯά $3&νʔϜɺ͓٬༷ͷجװΞϓϦέʔγϣϯʹ͓͚Δओཁͳཁૉ Λɺίʔυ͔ΒσβΠϯɺ࣮ɺӡ༻खॱʹࢸΔ·Ͱ໖ີʹௐࠪ͠· ͢ɻͦ͜Ͱݟ͚ͭͨͷΛऔΓग़͠ɺΞϓϦέʔγϣϯʢ͓Αͼؔ࿈ν ʔϜʣʹରͯ͠ݫ͘͠133 1SPEVDUJPO3FBEJOFTT3FWJFXՔಇ४උ ϨϏϡʔ Λ࣮ࢪ͠·͢ɻ (PPHMFͷ৽͍͠ઐ৬$3&͕ඞཁͳཧ༝ΑΓҾ༻
IUUQTDMPVEQMBUGPSNKQHPPHMFCMPHDPNHPPHMFDSFIUNM
Ͳ͏ΤϯδχΞϦϯά͍͔ͯ͘͠ߟ͑ͯΈΔ ٛͰͷ$3&ސ٬৴པੑΤϯδχΞϦϯά $3&νʔϜɺ͓٬༷ͷجװΞϓϦέʔγϣϯʹ͓͚Δओཁͳཁૉ Λɺίʔυ͔ΒσβΠϯɺ࣮ɺӡ༻खॱʹࢸΔ·Ͱ໖ີʹௐࠪ͠· ͢ɻͦ͜Ͱݟ͚ͭͨͷΛऔΓग़͠ɺΞϓϦέʔγϣϯʢ͓Αͼؔ࿈ν ʔϜʣʹରͯ͠ݫ͘͠133 1SPEVDUJPO3FBEJOFTT3FWJFXՔಇ४උ ϨϏϡʔ Λ࣮ࢪ͠·͢ɻ (PPHMFͷ৽͍͠ઐ৬$3&͕ඞཁͳཧ༝ΑΓҾ༻
IUUQTDMPVEQMBUGPSNKQHPPHMFCMPHDPNHPPHMFDSFIUNM 🤔 ͳΜ͔ͩ ϐϯͱ͜ͳ͍
Ͳ͏ΤϯδχΞϦϯά͍͔ͯ͘͠ߟ͑ͯΈΔ ٛͰͷ$3&ސ٬৴པੑΤϯδχΞϦϯά (PPHMFʹͱͬͯͷ$3&ͱͦ͏͍͏ͷΒ͍͠ (PPHMF(PPHMF$MPVE ϓϥοτϑΥʔϜ ΛΤϯϓϥϢʔβʔʹ ͬͯΒͬͯΞϓϦέʔγϣϯ։ൃͯ͠Β͏
Ͳ͏ΤϯδχΞϦϯά͍͔ͯ͘͠ߟ͑ͯΈΔ ٛͰͷ$3&ސ٬৴པੑΤϯδχΞϦϯά (PPHMFʹͱͬͯͷ$3&ͱͦ͏͍͏ͷΒ͍͠ (PPHMF(PPHMF$MPVE ϓϥοτϑΥʔϜ ΛΤϯϓϥϢʔβʔʹ ͬͯΒͬͯΞϓϦέʔγϣϯ։ൃͯ͠Β͏ ɾࣗ։ൃϓϥοτϑΥʔϜΛఏڙ͢Δཱʹͳ͍ͷͰ ͳΜ͔ͩͬ͘͠Γ͜ͳ͍ɺͪΐͬͱҧ͏ ɾࣗͷཱ
ΞϓϦέʔγϣϯ։ൃऀ ʹஔ͖͑ͯղऍͯ͠Έ Α͏
ݱঢ়֬ೝࣗͷॴଐ͢Δ։ൃମ੍ ͍͍ײ͡ͷ ߴը࣭ػೳ ͭ͘ΔνʔϜ ಈը৴ࢹௌαʔϏε ͍͍ײ͡ͷ όʔνϟϧػ ೳ࡞ΔνʔϜ ཧը໘ վम͢Δ
νʔϜ ࢹௌऀը໘ Λվम͢Δ νʔϜ ϨΨγʔ1)1 Λ(PݴޠͰ ϦϓϨΠε͢Δ νʔϜ Πϯϑϥ νʔϜ 43& νʔϜ $3& νʔϜ ͦΕͧΕͷνʔϜ͕ڞ௨ͷ(JU)VCϦϙδτϦ dݸ͘Β͍ Λ৮Δ͜ͱ͠͠ ৴ऀը໘ Λվम͢Δ νʔϜ ͦΕͧΕͷνʔϜ͕ ͋Δఔ ಉ͡։ൃج൫Ͱ࡞ۀΛ͢Δ
ݱঢ়ͷ֬ೝࣗͷॴଐ͢Δ։ൃମ੍ $3&νʔϜ ɾϢʔβʔͷཁ͔Β6* ػೳվળΛߦ͏ ɾϒϥβΞοϓσʔτىҼͷෆ۩߹ௐࠪɾमਖ਼ ɾνʔϜશମ͕ར༻͢Δ։ൃج൫ͷඋ ɾ '& /PEFKTΞοϓσʔτରԠ ɾ
#& 1)1 -BSBWFMΞοϓσʔτରԠ ɾݕূνʔϜ͕͏πʔϧ TMBDLCPU࡞վम
ݱঢ়ͷ֬ೝࣗͷॴଐ͢Δ։ൃମ੍ $3&νʔϜ ɾϢʔβʔͷཁ͔Β6* ػೳվળΛߦ͏ ɾϒϥβΞοϓσʔτىҼͷෆ۩߹ௐࠪɾमਖ਼ ɾνʔϜશମ͕ར༻͢Δ։ൃج൫ͷඋ ɾ '& /PEFKTΞοϓσʔτରԠ ɾ
#& 1)1 -BSBWFMΞοϓσʔτରԠ ɾݕূνʔϜ͕͏πʔϧ TMBDLCPU࡞վम
ݱঢ়ͷ֬ೝࣗͷॴଐ͢Δ։ൃମ੍ $3&νʔϜ ɾϢʔβʔͷཁ͔Β6* ػೳվળΛߦ͏
ݱঢ়ͷ֬ೝࣗͷॴଐ͢Δ։ൃମ੍ $3&νʔϜ ɾϢʔβʔͷཁ͔Β6* ػೳվળΛߦ͏ ࣾ֎ͷεςʔΫϗϧμʔͷ ՝ɾෆ҆ɾࠔΓ͝ͱΛཧղͯ͠ ٕज़తͳΞϓϩʔνͰղܾΛߦ͏
ݱঢ়ͷ֬ೝࣗͷॴଐ͢Δ։ൃମ੍ $3&νʔϜ ɾϢʔβʔͷཁ͔Β6* ػೳվળΛߦ͏ ࣾ֎ͷεςʔΫϗϧμʔͷ ՝ɾෆ҆ɾࠔΓ͝ͱΛཧղͯ͠ ٕज़తͳΞϓϩʔνͰղܾΛߦ͏ λεΫͷελʔτʹϏδωε׆ಈͷؔऀ͕͍Δ
ݱঢ়ͷ֬ೝࣗͷॴଐ͢Δ։ൃମ੍ $3&νʔϜ ɾϢʔβʔͷཁ͔Β6* ػೳվળΛߦ͏ ࣾ֎ͷεςʔΫϗϧμʔͷ ՝ɾෆ҆ɾࠔΓ͝ͱΛཧղͯ͠ ٕज़తͳΞϓϩʔνͰղܾΛߦ͏ λεΫͷελʔτʹϏδωε׆ಈͷؔऀ͕͍Δ αʔϏεΛ௨ͨ͡ϏδωεΛ͔͍ͬͯΔඞཁ͕͋Δ
ݱঢ়ͷ֬ೝࣗͷॴଐ͢Δ։ൃମ੍ $3&νʔϜ ɾϢʔβʔͷཁ͔Β6* ػೳվળΛߦ͏ ࣾ֎ͷεςʔΫϗϧμʔͷ ՝ɾෆ҆ɾࠔΓ͝ͱΛཧղͯ͠ ٕज़తͳΞϓϩʔνͰղܾΛߦ͏ λεΫͷελʔτʹϏδωε׆ಈͷؔऀ͕͍Δ αʔϏεΛ௨ͨ͡ϏδωεΛ͔͍ͬͯΔඞཁ͕͋Δ ઃܭɾ࣮ɾݕূɾϦϦʔεˠ՝ղܾʙޮՌଌఆ
ݱঢ়ͷ֬ೝࣗͷॴଐ͢Δ։ൃମ੍ $3&νʔϜ ɾϢʔβʔͷཁ͔Β6* ػೳվળΛߦ͏ ˠࣾ֎ͷεςʔΫϗϧμʔͷ ՝ɾෆ҆ɾࠔΓ͝ͱΛཧղͯ͠ ٕज़తͳΞϓϩʔνͰղܾΛߦ͏ λεΫͷελʔτʹϏδωε׆ಈͷؔऀ͕͍Δ αʔϏεΛ௨ͨ͡ϏδωεΛ͔͍ͬͯΔඞཁ͕͋Δ ઃܭɾ࣮ɾݕূɾϦϦʔεˠ՝ղܾʙޮՌଌఆ
νʔϜ໊͕มΘͬͯ Δ͜ͱมΘΒͳ͍͔͠Εͳ͍ Ͱɺҙࣝ͢ΔϙΠϯτ มΘΓͦ͏ʁ
ݱঢ়ͷ֬ೝࣗͷॴଐ͢Δ։ൃମ੍ վΊͯ࠶ೝࣝ ɾϢʔβʔ࣮ࡏ͢Δ ͦͯ͠Կ͔ʹࠔ͍ͬͯΔ ྫˣ ɾ৴ऀॳ৺ऀʹ৽نࢹௌऀ͕ͭ͘Α͏ͳΈ͕ཉ͍͠ ɾࢹௌऀਪ͠ͷ৴͕࢝·ͬͨΒ௨ͯ͠ཉ͍͠ ˠొॳ݄՝ۚΛOׂҾͯ͠৴ΛݟΕΔΑ͏ʹ͠Α͏ ˠ#&Ͱॳ৺ऀ͔Ͳ͏͔Λఆׂͯ͠ҾઃఆΛೖΕΑ͏ ˠ͓ؾʹೖΓొػೳΛ࡞Ζ͏
ˠ͓ؾʹೖΓొͨ͠Βϝʔϧ௨͕ඈͿΑ͏ʹ͠Α͏
ݱঢ়ͷ֬ೝࣗͷॴଐ͢Δ։ൃମ੍ վΊͯ࠶ೝࣝ ɾϢʔβʔ࣮ࡏ͢Δ ϢʔβʔʹͳͬͯΈΔ ˠຊ൪ڥʹΞΧϯτొͯ͠৴ؚΊαΠτશମͷ6*ͳͲ Ұ௨ΓோΊͯɾ৮ͬͯΈΔ ސ٬ͷཱΛମݧ͢Δ աڈىථ͞ΕରԠ͞Εͨෆ۩߹ͷԹײΛഽͰײͨ͡ ɾಡΈࠐΈɾը໘ભҠ͕ඵϨϕϧ͍ɾɾɾ͍Β͍Β ɾ՝ۚͨ͠ͷʹλΠϛϯάͷͰΤϥʔ͕ൃੜɾɾɾ൵͍͠
ݱঢ়ͷ֬ೝࣗͷॴଐ͢Δ։ൃମ੍ վΊͯ࠶ೝࣝ ɾϢʔβʔ࣮ࡏ͢Δ ϢʔβʔʹͳͬͯΈΔ ˠຊ൪ڥʹΞΧϯτొͯ͠৴ؚΊαΠτશମͷ6*ͳͲ Ұ௨ΓோΊͯɾ৮ͬͯΈΔ ސ٬ͷཱΛମݧ͢Δ աڈىථ͞ΕରԠ͞Εͨෆ۩߹ͷԹײΛഽͰײͨ͡ ɾಡΈࠐΈɾը໘ભҠ͕ඵϨϕϧ͍ɾɾɾ͍Β͍Β ɾ՝ۚͨ͠ͷʹλΠϛϯάͷͰΤϥʔ͕ൃੜɾɾɾ൵͍͠
ຊ൪ڥͰαʔϏεʹ৮Εͳ͍ͱ ࣮ײͰ͖ͳ͍͜ͱ͕ҙ֎ͱ͋Δ
ݱঢ়ͷ֬ೝࣗͷॴଐ͢Δ։ൃମ੍ վΊͯ࠶ೝࣝ ɾ$3&zνʔϜzͱͯ͠ͷඪઃఆ՝ͱͷ͖߹͍
࠶ܝ ͍͍ײ͡ͷ ߴը࣭ػೳ ͭ͘ΔνʔϜ ಈը৴ࢹௌαʔϏε ͍͍ײ͡ͷ όʔνϟϧػ ೳ࡞ΔνʔϜ ཧը໘ վम͢Δ
νʔϜ ࢹௌऀը໘ Λվम͢Δ νʔϜ ϨΨγʔ1)1 Λ(PݴޠͰ ϦϓϨΠε͢Δ νʔϜ Πϯϑϥ νʔϜ 43& νʔϜ $3& νʔϜ ͦΕͧΕͷνʔϜ͕ڞ௨ͷ(JU)VCϦϙδτϦ dݸ͘Β͍ Λ৮Δ͜ͱ͠͠ ৴ऀը໘ Λվम͢Δ νʔϜ ͦΕͧΕͷνʔϜ͕ ͋Δఔ ಉ͡։ൃج൫Ͱ࡞ۀΛ͢Δ
ݱঢ়ͷ֬ೝࣗͷॴଐ͢Δ։ൃମ੍ վΊͯ࠶ೝࣝ ɾ$3&zνʔϜzͱͯ͠ͷඪઃఆ՝ͱͷ͖߹͍ ˠ୭ʹͱͬͯͷԿͷͨΊͷՁఏڙͳͷ͔ ˠεΫϥϜϚελʔͳͥ͜ͷඪΛଧཱ͔ͪͯͨɾҙਤ ˠϝϯόʔ ࣗ ʹظ͢Δ͜ͱԿ͔ Ҏ্Λ౿·͑ͯεΫϥϜΠϕϯτͷऔΓΈํ ΑΓྑ͍ܗʹมΘ͍ͬͯͬͨ
ؾ͕͢Δ
ࠓ͢͜ͱʹ͍ͭͯ ຊ ·ͱΊ
·ͱΊͲ͏ΤϯδχΞϦϯά͍͔ͯ͘͠ ɾ͕ࣗߦͬͨࠣࡉͳվमͰͦͷػೳΛ͍ͬͯΔ Ϣʔβʔ͕࣮֬ʹ͍Δ͜ͱΛҙࣝ͢Δ ɾސ٬ʹෆ҆ࠔΓ͝ͱ͕ԿΒ͔ͷܗͰ͍ͭଘࡏ ͍ͯ͠Δ͜ͱΛҙࣝ͢Δ ɾٕज़Ͱ՝ղܾ͢Δ͜ͱʹมΘΓͳ͍ɺ ͨͩ͠୭ʹͱͬͯԿͷͨΊͷ՝ͳͷ͔ Ձग़ͳͷ͔ ಄ͷย۱ʹೖΕͯઃܭ ࣮Λߦ͍͍ͨ
·ͱΊͲ͏ΤϯδχΞϦϯά͍͔ͯ͘͠ ɾʮ$3&ʯͱ͍͏ݴ༿ʹ ྑ͘ѱ͘ ҾͬுΒΕ͢ ͗ͳ͍ ɾʮ$3&ʯͱ۩ମతͳ৬छׂͱ͍͏ΑΓ ֓೦ ϙϦγʔʹ͍ۙ ͱݸਓతʹײ͡Δ