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Getting both “results” such as POS data and "processes" including spatio-temporal data on human behavior and environmental stimuli and constraints in an actual service field, it makes the field virtually tangible. Such tangibility must be a key driver not only for understanding what happened there and why it happened more comprehensively, but also for predicting what will happen to facilitate service kaizen.
The virtual tangibility can be realized by technologies and methodologies that support the idea of "Lab-forming Field" and "Field-forming Lab" such as IoT (Internet of Things), WoT (Web of Things), and MR (Mixed Reality) encompassing VR (Virtual Reality), AV (Augmented Virtuality), and AR (Augmented Reality).
This talk will present several case studies on service kaizen assisted by this kind of framework while introducing the technologies and methodologies we have developed and applied to the actual cases.