受給者を起点としたサービスの改善設計手法: 電力設備の工事•保全サービスの改善を通じて

摘要

著者らは，サービス工学研究会と呼ぶ産学連携の研究組織において，サービスを設計するための工学的方法論を構築することを目的とした研究活動を進めている.本稿では，サービス工学研究会の活動成果として，電力設備の工事•保全サービスに対して，受給者を起点としたサービス改善設計を支援する手法を適用した成果を報告する.本活動では，(1)サービスに対する受給者の要求を獲得するための手法と(2)受給者満足を最大化するために実施すべき改善案を最適化計算により特定するための手法を上記事例に適用した.そして，その結果，上記手法がサービス改善において有効に利用可能であることを確認した.%To realize a sustainable society, there is an urgent need to find solutions and appropriate business models. In this context, services are becoming increasingly important in the manufacturing industry, since a longer life or greater added value of a product can be achieved by offering relevant services combined with a product. The authors carried out research on service design as part of the service engineering forum (SEFORUM), which is an industry-university cooperative consortium to discuss service design methodology established in 2002. In the SEFORUM, from 2008 to 2011，a project to improve a construction/maintenance service for power supply facilities was carried out. This paper reports the achievements of the project activities. The authors applied methods to support receiver-oriented service improvements through the project. Here, two kinds of methods, which were developed by the authors, were applied. The first is a method to enable service designers to acquire the receiver's requirements structure. The second is a method to identify service improvement plans that should be preferentially conducted in a service improvement. The concept of this method is to use an optimum resource allocation method. On this basis, service improvement plans are prioritized from the viewpoint of maximizing customer satisfaction. The application result shows that the first method is helpful to acquire the receiver's requirements structure easily in a stepwise manner, and, the second method provides clear criteria that help designers' decisionmaking in service improvement design.