An Innovative Way to Create New Services: Applying the TRIZ Methodology

應用TRIZ於服務創新之研究

林敬森(Chin-Sen Lin) ； 蘇朝墩(Chao-Ton Su)

《工業工程學刊》 24卷2期 (2007/03) Pp. 142-152

https://doi.org/10.29977/JCIIE.200703.0005

摘要

如何提供創新的服務，以強化企業在市場上的競爭能力，已廣泛受到學術研究上的重視與討論。目前一般企業對於所進行的服務創新過程，經常是依賴設計人員的靈感或過去經驗，而使得服務創新的效率或品質不佳，直接影響到對顧客的服務品質。本研究應用TRIZ理論的創新模式，提供一個系統性的服務創新流程，以便能創造出滿足顧客期望的嶄新服務。TRIZ是為俄文字的縮寫，其意思是解決創新問題的理論(Theory of Inventive Problem Solving)，是由蘇俄科學家Geinrich Alshuller 所提出的一項創新方法論。近年來，TRIZ理論的獨特見解已顯示是一種結構完整且具創新價值的問題解決方法，且被廣泛地應用於科技工程與非科技領域。本研究所提出的服務創新簡化流程，以應用TRIZ的矛盾矩陣及40發明原則，協助企業系統性地解決所面臨的服務創新問題，快速地找到解決方案。本研究中並以一家網路應用軟體服務公司所面臨的服務創新問題改善為例，說明本研究所提出架構的可行性與TRIZ於服務創新上的實用價值。

關鍵字

TRIZ ； 服務業 ； 創新 ； 矛盾矩陣

並列摘要

This study presents a systematic process of creating new services in the service sector based on the TRIZ methodology which was developed by Geinrich Alshuller, it stands for ”Theory of Inventive Problem Solving”. With its unique thinking, TRIZ has, in recent years, proved to be a well-structured and innovative way of problem solving in technical and non-technical areas. From this, we present a simplified problem-solving process which applies the TRIZ contradiction matrix to identify the corresponding inventive principles. Then with the related standard solutions discovered from the TRIZ knowledge base, the identified problems could be more predictably resolved, and consequently, an innovative solution would be efficiently developed. Finally, our proposed approach is illustrated with a sample case of a company which provides online application software services in Taiwan. The valuable results displayed by this company effectively demonstrate the feasibility of applying the TRIZ methodology in creating new services in the service industry.

並列關鍵字

TRIZ ； service industry ； innovation ； contradiction matrix

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