正解: BCorrect: B
「エレベーターが遅い」を「待ち時間が退屈に感じる」と捉え直せば、高額な設備投資なしに苦情を解消できる可能性があります。Reframing 'the elevator is slow' as 'the wait feels boring' opens low-cost solutions without expensive equipment upgrades.
この事例は Thomas Wedell-Wedellsborg が『Harvard Business Review』の論文「Are You Solving the Right Problems?」で紹介した有名な例です。リフレーミングとは、与えられた問題の定義を疑い、別の角度から問題を捉え直すことで解決策の空間を広げる技法です。「遅い」という物理的問題を「退屈」という体験の問題に置き換えると、鏡の設置のような安価で効果的な解が見えてきます。選択肢Aは元の問題定義のまま費用を削るだけで、Cは説明で不満を抑えようとするもの、Dは計測しているだけで問題の捉え方は変わっていません。多くの組織が正しい問題を解いているか確認せずに解決策に飛びつく、と同氏は警告しています。This is the well-known example from Thomas Wedell-Wedellsborg's Harvard Business Review article 'Are You Solving the Right Problems?'. Reframing means questioning the given definition of a problem and viewing it from another angle to expand the solution space. Replacing the physical problem of slowness with the experiential problem of boredom reveals inexpensive, effective solutions such as installing mirrors. Option A keeps the original framing and merely trims cost, Option C tries to suppress dissatisfaction through explanation, and Option D measures without changing the framing at all. Wedell-Wedellsborg repeatedly warns that organizations rush to solutions without checking whether they are solving the right problem.
リフレーミングは万能ではなく、鏡を設置しても実際にエレベーターの輸送能力が不足していれば根本問題は残ります。体験の改善で症状を隠すことが、構造的な問題への対処を先送りする口実になる危険もあり、利用者に見透かされれば不信を招きます。Reframing is not a cure-all; if elevator capacity is genuinely insufficient, mirrors leave the root problem in place. Improving the experience can become an excuse to postpone dealing with structural issues, and tenants who see through the tactic may feel their complaints were deflected rather than genuinely heard and addressed.
問題を複数の定義（能力不足・配車アルゴリズム・体感待ち時間・ピーク時間の集中）で並べ、それぞれの解決コストと効果を比較します。安価な体験改善を先行させつつ、実測データで能力不足が確認されれば設備投資も段階的に検討します。List several definitions of the problem, such as insufficient capacity, dispatch algorithms, perceived waiting time, and peak-hour concentration, and compare the cost and impact of solving each. Deploy cheap experiential fixes first, while planning phased capital investment if measured data confirms a capacity shortfall. Tell tenants what was done and why, so the reframing is transparent.