The Strategy Integrating TRIZ and KANO for Improving Serivce Quality–Taking the Restaurant Industry in Taichung for Example

• Main Authors: Teng-Yang Lin, 林藤洋
• Other Authors: Yung-Fu Huang
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/85552681534903787402

碩士 === 朝陽科技大學 === 企業管理系碩士班 === 98 === The restaurant industry dealers can have the chance to keep running their own business as long as they are equipped with advantages of competition. At the age of knowledge-based economy, more and more industry dealers choose to develop systematic thinkings to figure out the strategies for improving service quality so as to enforce their own competition advantages, to satisfy consumers’needs, and to create great values of consumers. This research thus combines TRIZ and KANO modals to study the strategies for improving service quality In the study process, the researcher firstly transformed the parameters of the original TRIZ into the parameters of the restaurant industry service . At the next stage, the researcher utilized the modal of KANO to classify the parameters of consumers’ needs and to put their needs in order through their point of views for the purpose of understanding the aspects stressed by consumers. The researcher thirdly assisted the restaurant industry dealers coming up with the strategies for improving their service quality through the modal of TRIZ in order to help them conduct more advanced improvement policies and enhance their efficiencies of quality improvement through systematick thinkings.