應用商業管理TRIZ方法進行便利商店創新改良之案例分析－以新竹縣統一超商為例

A Case Study of Using TRIZ for Business and Management to Facilitate Innovation and Improvement of the Convenience Stores, An Example of Seven-Eleven Convenience Stores in Hsinchu County

林永禎(Youn-Jan Lin) ； 鄧志堅(JyhJeng Deng) ； 白東岳(Tung-Yueh Pai)

《International Journal of Systematic Innovation》 5卷1期 (2018/03) Pp. 28-38

https://doi.org/10.6977/IJoSI.201803_5(1).0004

摘要

便利商店崛起至今，在我們日常生活中提供各種客製化服務，佔有相當重要的地位，是值得探討的議題。台灣便利商店總數迅速增加，甚至於民國103年突破一萬家，引發內部服務品質管理重要性的關注而更加精進。本研究先利用問卷調查，找出便利商店需改進的服務品質項目，再透過問卷調查，找出最重要的服務品質問題，以供進一步處理。接下來針對此最重要的問題應用商業管理TRIZ方法進行矛盾分析，經由解決矛盾來改良重要問題，達到便利商店創新的目的，所得出創新改善的方案，可提供給目標便利商店做改進參考。研究結果發現新竹某些統一超商某段期間需要改善的項目有「這商店提供的商品令人不放心購買」，「沒有提供顧客舒適的用餐休憩環境」等問題。再透過問卷調查，找出本區域最近三個月最重要的問題是需要改善「顧客不放心購買的問題」。接下來針對此最重要的問題應用商業管理TRIZ方法進行矛盾分析以及應用發明原理，解決矛盾得出14個創新改善的方案，可提供給統一超商做改進參考，以利於統一超商提升服務品質。

關鍵字

統一超商 ； 服務品質 ； 商業管理TRIZ ； 創新改善方案 ； 發明原理

並列摘要

Convenience stores have rendered all-inclusive service in our daily life. As the number of convenience stores gained ten thousand in 2014, the management of service quality has become an important issue. This study used questionnaires to identify the service quality needed to be improved in 7-ELEVEn convenience stores. And found the most important problem of service quality and analyzed the contraction of the most important problem by using TRIZ for business and management, and resolved the contraction to improve those convenience stores. The results of the study showed that the items needed to be improved in questionnaire in limited regions and period were ＂Customers lacked of confidence in the products offered by this store＂ and ＂Customers were not provided with a comfortable dining environment.＂ Further investigation showed that the most important problem of service quality in those convenience stores was ＂Customers lacked of confidence in the products offered by this store.＂ Analyzing the contraction of the most important problem by using TRIZ for business management revealed 14 innovative ideas and improvement programs for future improvement for those convenience stores.

並列關鍵字

convenience store ； service quality ； business TRIZ ； innovation proposal ； invention principle