The Service Quality Innovation for the Military Training Instructors of University Using KANO Model and TRIZ--A Case Study of College Schools in Chiayi and Tainan

• Main Authors: Chang, Ren-Chang, 張仁彰
• Other Authors: Li-Chang Chao
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/22t6xj

碩士 === 台灣首府大學 === 工業管理學系研究所 === 103 === Since the declining birthrate phenomenon in Taiwan is in evidence, it has been severely impacted on all levels of educational institutions. As a member of the school's military training instructors, though military training instructors get the support and positive comments from most of the schools by their efforts,. However, since the times have been changing, the functional role of military training instructors should be gradually adjusted. Service quality is regarded as fundamental, emphasizing to develop the service and innovation in order to have greater efficiency. Therefore, how to improve the efficiency and effectiveness of military training instructors’ service apparently has become an important issue for urgently needed improvement. For that reason, the objects of study are military training instructors from each public and private university in Chiayi, to explore how to enhance service quality by innovative practices. The main purpose of this study is using the innovative method by KANO model and TRIZ (Teorija Rezhenija Izobretate Zadac) to improve and strengthen the university military training instructors’ service quality. By Kano two-dimensional quality model combines P.Z.B service quality implementation questionnaire, and then based on TRIZ problem-solving approach, the problems of military training instructors service quality correspond TRIZ engineering parameters.Research results: A total corresponding to the response, appearance, professional competence, the atmosphere, environmental quality, latency, communication, certainty, flexibility, service capacity and other parameters of ten belong to military training instructors’ services. The analysis of military training instructors priority the improvement of service quality,TRIZ number should be fitted the quality of service parameters, according to TRIZ contradiction matrix made nine propose innovative solutions for service quality military training instructors, military training instructors as recommendations to improve service quality, in order to improve service quality and enhance students' satisfaction.