運用TRIZ創新原理與流程解決織襪觀光工廠服務品質問題

本研究旨在為織襪觀光工廠業者建立一服務品質之創新問題解決架構與流程，在創新與改善其服務品質機能時，提供一可行之科學方法。本研究採立意取樣，以織襪觀光工廠為研究對象，採PZB服務品質模型五構面衡量服務品質，應用TRIZ創新理論，將原始TRIZ工程參數轉換為觀光工廠服務參數，建立「TRIZ服務品質參數」，繼而發展其矛盾矩陣，並以TRIZ-based的40項服務創新原則，設計並提出一診斷與解決企業服務品質問題的創新服務途徑。本研究結果為：提出運用TRIZ 創新原理與流程之解決織襪觀光工廠服務品質問題之方法，例如：織襪觀光工廠業者在改善「員工服務態度」且避免惡化參數「個人化服務」，以及在改善「傾聽顧客的意見或問題」，且避免惡化「個人化服務」時，皆可採用服務創新原則進行解決中。本研究結果所提出的矩陣與創新原則，有助於探討與分析織襪觀光工廠解決服務品質間之衝突矛盾情況，並可作為其改善與創新其服務品質或創新活動之科學依據的參考資料。

關鍵字

PZB服務品質模型； TRIZ創新原理；觀光工廠

並列摘要

The objective of this study is to establish an innovation principles and a problem solving process for tourism factories. During the process for innovative and improving the service quality, this study can provide a feasible scientific method. In this study, purposively sampling was adopted and the research object was the hosiery tourism factories. Firstly, the PZB service quality model with five factors was adopted to estimate the service quality. Secondly, the TRIZ-Based Innovation Principles was employed; also, the original TRIZ engineering parameters was transformed into service parameters of tourism factories to establish TRIZ service quality parameters. Finally, the contradiction matrix and the 40 TRIZ-based Innovation Principles were employed to design and propose an innovative problem solving process for service quality of tourism factories. The results showed that the application of TRIZ-Based Innovation Principles can be used to solve the service quality of tourism factories. For example, the service quality, listening voice of the customer and personalized services quality could be improved at the same time by Using TRIZ-based innovation principles for hosiery tourism factories. According to the proposed matrix and innovation principle, it is useful to investigate and analyze the conflict of service quality, and provided scientific basis for the improved and innovative service quality and innovative activities.