Systematic improvement in service quality through TRIZ methodology: An exploratory study

Shie

Wang

et al. 2012

Hum Ftrs & Erg Mfg Svc

Most of the research on the concept of “ageing‐in‐place” has focused on surveys of the needs of senior citizens and/or the quality of the services delivered to them. Service innovation for ageing‐in‐place has received little research attention, however. The present study addresses this issue by proposing a service innovation model for ageing‐in‐place. In this model, a TRIZ methodology is used to develop the parameter correspondence table, which integrates TRIZ contradiction parameters and ageing‐in‐place service‐quality determinants, to deal with service contradiction. A TRIZ contradiction matrix is then applied to generate inventive solutions for the innovation of the ageing‐in‐place service system. A case study is also conducted to demonstrate the applicability of the proposed model.

Section: Model Developmentmentioning

confidence: 81%

Section: Literature Reviewmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

See 1 more Smart Citation

An Ageing‐in‐Place Service Innovation Model by Using TRIZ Methodology

Shie

Wang

et al. 2012

Hum Ftrs & Erg Mfg Svc

Proceedings of the Institution of Mechanical Engineers, Part B:

“…30 For example, using TRIZ for patent strategies, 6,11,37 eco design, 38,39 service design, 40,41 technology opportunities analysis, 42 and integrated within DFSS. 22,43 Many studies combine TRIZ with other innovative approaches to deal with different problem circumstances.…”

Section: State Of Artmentioning

confidence: 99%

An integrated TRIZ approach for technological process and product innovation

Ming

Zheng

et al. 2015

Process trimming (also can be called as trimming for process) helps to trim and eliminate process operations by redistributing their functions among other operations. It offers one way to eliminate key disadvantages in product and manufacturing process that other methods do not see. However, few methods have been disclosed in a structured way for process trimming effectively. Therefore, this article proposes an integrated process focused on technological process and product innovation to solve the key problems with process trimming-based TRIZ (theory of inventive problem-solving) approach. This method helps to identify and inventively solve the key problems and maximize use resource of system and supersystem. First, process trimming candidates are identified based on component function model, component trimming rules, process function model analysis, component-process interaction matrix, and root cause analysis. Then, three types of process trimming strategies are presented. Algorithm of process trimming is developed to identify key problems in technological process. TRIZ problem-solving tools are used to solve these key problems. Finally, a case study of refrigerator door foam innovative design and manufacturing process is investigated to test the efficiency of the approach. The innovative solution significantly decreases manufacturing defects and service cost.

“…Step 5: TRIZ principles for department-store service-quality innovation TRIZ theory stresses that the main condition for solving the innovation problem is improving one or more characteristics without prejudicing other characteristics (Su, Lin, & Chiang, 2008). Through the Kano and Refined Kano models, the key service-quality elements through the perceptions of customers can be clarified; then, by using the I-S model to classify such elements, five quality elements in the to-be-improved area were found to require improvements: 'timely completion of services', 'timely provision of perfect services', 'reliable services', 'fast service' and 'listening attentively to customer complaints'.…”

Section: 1mentioning

confidence: 99%

Constructing innovative service quality for department stores

Lin

Total Quality Management & Business Excellence

2013

In recent years, service industries in many countries have grown rapidly and now play an important role in national employment and GDP; moreover, as living standards have risen, intangible service qualities have become increasingly important. Thus, as one of the closest commercial links to consumers, department stores should strive to enhance the quality of their services to attract and retain customers and to maintain their competitiveness. In this study, the Retail Service Quality Scale was adopted and the Kano and Refined Kano models were applied to extract service-quality factors; then, the importance-satisfaction (I-S) model was used to clarify the service-quality factors to be improved before employing the theory of inventive problem-solving method to measure innovation. Finally, the service-quality and quality factors falling in the I-S model's excellent area were imported into quality function deployment using the voice of the customer process to establish a department-store house of quality for innovative service. Based on its empirical results, this study proposes a general framework for innovative service-quality for department stores to use in formulating service innovation strategies. The findings and developed framework will improve the performance of department stores by enhancing the quality of service.