A TRIZ-Based Method for New Service Design

Chai, Kah‐Hin; Zhang, Jun; Tan, Kiang Hwee

doi:10.1177/1094670505276683

Cited by 160 publications

(133 citation statements)

References 29 publications

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“…Sources: (Berkley 1996, Tax and Stuart 1997, Johne and Storey 1998, Botschen et al 1999, Edvardsson et al 2000, Bullinger et al 2003, Gustafsson and Johson 2003, Chai et al 2005, Johann and Kurt 2007, Kuo 2008, Kung 2008 …”

Section: Table 3 Techniques and Methods Adopted By The S-a Framework mentioning

confidence: 99%

A SAT View on New Service Development

Lin

Hsieh

2011

Service Science

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ew service development (NSD) is getting important for companies that wish to gain a competitive advantage on service-driven markets. While research on NSD has grown rapidly over the last decade, many studies have been highly fragmented and concentrated on different innovation issues. Few studies have focused on the stages, activities, and techniques of NSD. In addition, the NSD process is delivered through service value net, and can often be carried out by multiple companies. Therefore, this study aims to provide a SAT (Stage-Activity-Technique) framework for NSD stages, activities, and techniques based on a literature review and trend analysis. This study divides the NSD process into five stages: service identification, service value net formation, service modeling, service implementation, and service commercialization. In addition, the NSD process is more likely to be spiral in form for new services that are examined. The NSD process is also likely to be refined by service providers and customers to incorporate their detailed requirements and integrate service value into future development processes. The SAT model can assist service designers and engineers in developing new services by providing a structured NSD process and identifying techniques for activities in the NSD process.

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Section: Table 3 Techniques and Methods Adopted By The S-a Framework mentioning

confidence: 99%

A SAT View on New Service Development

Lin

Hsieh

2011

Service Science

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“…• Some companies declare that if their customers are not satisfied with their products or services, they can get their money back (Chai et al, 2005) b) Have a support plan to control the harmful effects and raise the positive effect of the service.…”

Section: Preliminary Anti-action (Prior Counteraction)mentioning

confidence: 99%

“…Different studies have used several TRIZ IPs tools to help a problem solver find solutions for service system contradictions. Chai, Zhang, and Tan (2005) developed a model for creating new services based on TRIZ and they used the 40 IPs to predict solutions using two case studies. Lin and Su (2007) reported that 39 parameters formed a contradiction matrix and 40 IPs can be used in the service sector to identify solutions.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Even though the Theory of Inventive Problem Solving (TRIZ) was designed to be used in technical areas, current studies are focusing on using TRIZ in non-technology related sectors such as the service sector (Chai et al, 2005;Lin & Su, 2007;Mann & Domb, 1999;Regazzoni et al, 2013;Retseptor, 2003;Ruchti & Livotov, 2001). The fundamental principle behind the TRIZ method is to find contradictions in a system and then eliminate them by using TRIZ tools such as the 40 Interactive Principles (IPs).…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Interpretation of TRIZ Principles in a Service Related Context

Gazem¹,

Rahman²

2014

ASS

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A systematic innovation method such as the Theory of Inventive Problem Solving (TRIZ) has powerful tools that can be used to solve contradiction problems in technical or non-technical systems. The most common tool used in TRIZ is 40 inventive principles (IPs). The purpose of this paper is to interpret these IPs from a service prospective. The data was collected from many resources found in the literature. A case study was conducted to prove the feasibility of interpretative IPs. The outcome of this study enhanced the usability of the 40 IPs by including new synonyms for some principles, comprehensive descriptions, and providing suggestions and examples for each principle. The interpretative principles focused on a service process used to fulfill customer demands. An Interpretation of TRIZ tool such as the 40 IPs in a service related context improves the understanding of these principles by researchers or service designers.

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“…This theory examines the challenges about the problems where innovation is needed. This theory applied in different categories of industries, including process development [13,14], eco-innovation [15], and service innovation (Table 1) [16]. …”

Section: Theory and Hypotheses Developmentmentioning

confidence: 99%