A systematic approach for service quality innovation by TRIZ with a case study on E-commerce

• Main Authors: Chin-Sen Lin, 林敬森
• Other Authors: Chao-Ton Su
• Format: Others
• Language: en_US
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/70274392187266555591

博士 === 國立交通大學 === 工業工程與管理系所 === 95 === In recent years, TRIZ methodology with its unique thinking has proved to be a well-structured and innovative way of problem-solving in technical and non-technical areas. Up to the present time, the practice of generating new products or services has mostly depended on the brainstorming, lateral thinking, or mind mapping methodology of the experienced practitioners; thus, in the starting state of new ideas generation, especially with unknown causes and unknown search directions, it is frequently limited to overcome the psychological inertia inherent in human thinking to strive for generating creative results. With this, this study focuses on proposing a systematic approach to effectively achieve the innovative services and to improve the service quality. When developing a systematic process integrating with TRIZ methodology, especially with applying the TRIZ contradiction matrix, the inappropriate selection of TRIZ engineering parameters will influence the inadequate reference of inventive principles, and consequently, the infeasible solutions are acquired. Therefore, a parameter corresponding table is constructed to provide practitioners with an efficient way to extract the appropriate TRIZ parameters relating to the specified problem, and enable the indication of effective inventive principles. From this, the parameter corresponding table is first developed from extracting the determinants of service quality based on a comprehensive qualitative study on the specified sector, then second, the analogical corresponding results between the determinants of service quality in the specified sector and the 39 TRIZ engineering parameters are formulated. After this, a validity test on the parameter corresponding results is conducted by administrating a questionnaire to the experts in the fields of the specified sector, service quality, and TRIZ. Consequently, the parameter corresponding table is validated in terms of its feasibility to be used in the specified sector. Besides, when the problem solvers focus on the process of formulating the problems, in practice, the uncertain and ambiguous expression of the opinions among them is usually occurred to impede the consensus of the discussion, and it will affect the invention levels of generated solutions consequently. Therefore, in this study, a systematic procedure is proposed to overcome this vagueness in problem formulating period by applying the relationship matrix of Fuzzy QFD (Quality Function Deployment) to analyze the imprecise and subjective problem information, and be able to clarify the dominant determinants within the essentials of the problem, and then by using the parameter corresponding table which we developed aforementioned, the appropriate 39 TRIZ engineering parameters can be effectively acquired. This consequently results to attaining the desired creative outcomes. Finally, the effectiveness of our proposed framework is illustrated in an e-commerce company. The practical results from the studied company show the effectiveness of our approach in service quality improvement in the e-commerce industry, as well as indicate the valuable contributions of the TRIZ methodology in the service sector.