以TRIZ手法改善服務失誤問題之研究

The Application of TRIZ to Improve Failures in Service Systems

卓進鴻(Chin-Hung Cho)

指導教授 ： 吳岱栖

共同指導教授 ： 江育民(Yu-Min Chiang)

義守大學/管理學院/工業管理學系/碩士(2014年)

https://doi.org/10.6343/ISU.2014.00158

摘要

隨著經濟發展產業結構的改變，台灣經濟發展的主軸由早期農業轉至工業，之後慢慢的轉至服務業。服務業經營競爭激烈，經營者應該要提供更完整與良好的服務品質，以因應多元化的顧客需求及與顧客建立良好關係；因此，如何預防與改善在服務過程中出現的服務失誤問題，已經成為服務業者在經營管理上面臨到重要的一環。
為解決上述之問題，並提供一系統化之手法，解決服務失誤問題，本研究以某一大學之實習餐廳為例，採用服務藍圖(Service Blueprint)分析服務流程，並藉由服務藍圖找出流程中的失誤點(failure point)。找出服務失誤後，再透過近年以TRIZ(Teoriya Resheniy Izobreatelskikh Zadatch)為基礎的商業創新工具，針對失誤點進行改善方案發想，並得到改善服務失誤之方案；最後再以Pugh概念篩選法(Pugh Concept Selection)進行改善方案的評估。
本研究透過個案研究，針對服務過程之缺失，以系統化之服務改善手法，確實可以快速的針對服務失誤點產生多個可行解，此系統化之手法，可供我國服務業增進及改善服務品質。

關鍵字

服務藍圖 ； 服務失誤 ； 流程創新

並列摘要

The proportion of the world economy devoted to services rose rapidly in the 20th century, more than two-thirds of industry in Taiwan belongs to service sector. To maintain competitive edge in the service market, service operators not only need to provide good quality service, but also need to make sure there is no mistake/failure happens during the process of service. A service failure may cause destructive consequences to a company. There is an apparent need to identify and then eliminate or reduce the effect of service mistake/failure during the service process.
In order to solve the above mentioned problems and to provide a systematic way of solving service failure, this study proposed a systematic framework that uses the Service Blueprint to analyze service processes and to identify the potential failures point. After the potential failure points are identified, business innovative tools based on TRIZ (Teoriya Resheniy Izobreatelskikh Zadatch) were used to come out with creative solutions to failure points. Finally, Pugh Concept Selection were used to assess the proposed solutions. In this research, a systematic service innovation tool is proposed, and successfully solved the service failure points in the case study. The proposed approach will help the service industry in Taiwan to provide better service.

並列關鍵字

TRIZ ； service blueprints ； service failure ； process innovation

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