問56
頻出度★★★
サービスデスクの顧客満足度に関するサービスレベル管理において, PDCA サイクルの A に当たるものはどれか。
平成30年度 秋期 ITパスポート試験 問56
マネジメント系サービスマネジメント › サービスマネジメントシステム
This question's explanation and your answers so far.
解説
問 56
Incorrectア
“Conducted a customer satisfaction survey according to the plan” is the stage of actually carrying out the measurement work as defined in the plan, so it corresponds to D (Do), not A (Act).
Incorrectイ
“Defined the measurement method and target value for customer satisfaction” is the stage of deciding what and how to measure and what level to aim for going forward, so it corresponds to P (Plan), not A (Act).
Incorrectウ
“Analyzed the difference between the measured customer satisfaction and the target value” is the stage of evaluating and analyzing the execution results against the target, so it corresponds to C (Check), not A (Act).
- エ
正解 The PDCA cycle is a framework that drives continual improvement in the order Plan → Do → Check → Act, and A (Act) is the stage where the issues found from the evaluation results are corrected and improved. Choice エ, “Implemented improvement measures for the factors that caused the target not to be met,” is exactly the act of analyzing the causes of the gap from the target (the shortfall) found in Check and then carrying out the improvement measures to resolve it, which corresponds to Act. Therefore the correct answer is エ.
ここがポイント
- PDCA is a cycle that drives continual improvement through the four stages Plan → Do → Check → Act, and A (Act) is the stage where issues found during evaluation are corrected and improved.
- In service level management (SLM), you can map it as: setting the target value (P) → carrying out measurement (D) → analyzing the gap from the target (C) → implementing improvement measures (A).
用語