Applying TRIZ to Service Conceptual Design: An Exploratory Study

Abstract

This paper introduces a new avenue for applying the Theory of Inventive Problem Solving (TRIZ). TRIZ tools may be used in designing new service concepts in the field of new service development (NSD). Up to the present time, the practice of generating new ideas in NSD has been dependent largely on inspiration, luck and flair. One shortcoming in the generation of creative ideas is the psychological inertia or mental block commonly encountered. This research proposes to use TRIZ to help spawn new and perhaps unorthodox ideas and concepts in NSD. A case study on canteen operation demonstrates the feasibility of applying TRIZ in service design.

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

“…Although several authors have contended that successful service innovation to improve service quality requires a systematic approach, any such approach is invariably limited by the previous experience, intuition, fancy, or inspiration of the person responsible for service development (Chai et al, ; Zhang, Chai, & Tan, ). To overcome these deficiencies in personal knowledge and/or attitudes, some authors (Chai et al, ; Zhang et al, ) have mentioned that the TRIZ methodology can be used to identify the elements that require improvement in a service system and the means of achieving this. In particular, these authors have examined how the distinctive characteristics of services can be aligned to the 40 inventive principles of TRIZ for the purpose of service design.…”

An Approach Based on TRIZ Methodology and SERVQUAL Scale to Improve the Quality of Health-Care Service: A Case Study

“…Retseptor (2003) gave some examples related to application of the 40 Principles on Quality Management area. Zhang et al (2005) proposed a TRIZ based methodology service design. Shirwaiker R.A. and Okudan G.E.…”

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

“…As compared to other problem-solving methodologies, TRIZ provides a powerful knowledgebased and systematic procedure to generate quality and innovative solutions without compromise (Zhang et al, 2005). When some aspects of the TRIZ methodology were proven successful in challenging the human psychological inertia that aims to break the conventional mindset, the emergence of TRIZ has indeed stimulated a creative way of thinking in developing various new solutions.…”

“…Therefore, most service providers introduce new services without applying rigorous process design standards (Fisk et al, 1993), and utilize their own strategies to develop new services. Eventually, the service providers come to believe that new services are the result of intuition, personal fancy, or inspiration (Zhang et al, 2005). Therefore, the development of a valid methodology for the successful acquisition and provision of innovative services should be the pivotal concern of companies.…”