提供創新服務與魅力品質是企業取得競爭優勢的關鍵因素,本研究以工程上的TRIZ理論爲基礎,建立一個保險服務的TRIZ初始雛型與架構。以此架構協助企業進行創新服務品質之設計,藉以改善品質機能間的衝突並有效提升顧客滿意度。首先,我們將原始TRIZ工程參數轉換爲保險服務參數;然後,發展其矛盾矩陣並建立TRIZ-based的40項服務創新原則。企業在應用本研究成果時,必須再依循ARIZ演繹法藉由企業內部的組織學習逐漸擴增與更新解決問題的知識資料庫。
Offering innovative service and attractive quality is the key factor for enterprises gain a competitive edge. Based on the TRIZ of engineering, this study built a TRIZ-based initial model for insurance service to designinnovative service and to delete the contradictions between quality functions. First, the parameters of the originalTRIZ were transferred to that of insurance service; then, we developed the contradiction matrix of insurance serviceand formulated the 40 inventive principles for service. When enterprises employ the results, they have to perform theARIZ by organization learning to increasingly enrich and update the knowledge database.