SYSTEMATIC INNOVATION IN SERVICE DESIGN THROUGH TRIZ

Jun Zhang · Kay‐Chuan Tan · Kah‐Hin Chai

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Service and Product Innovation Design Education and Practice Extenics and Innovation Methods

Abstract

This paper proposes an innovative service design approach by integra ting the Theory of Inventive Problem Solving (TRIZ) into the conceptual design activities of current service development practice. Service design is considered to be one of the pivotal components in New Service Development (N SD) process which has a significant impact on downstream NSD activities such as project selection and market testing. Despite the recognized importance of service design, there is a lack of a systematic and effective problem solving process that covers all service design activities. To address this gap, we develop a systematic approach to service design based on TRIZ methodology. Also, we provide a case example to demonstrate the effectiveness of using this method in service context, and further illustrate some implications through the managerial perspective.

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2002Case research in operations management 1990Delivering quality service: balancing customer perceptions and expectations 1996Services Marketing: Integrating Customer Focus Across the Firm 1993Qualitative Methods in Management Research.1989A Proposed Model for New Service Development 2000New Service Development: Creating Memorable Experiences 2000A Critical Evaluation of the New Service Development Process: Integrating Service Innovation and Service Design 1984Developing new services

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2018State of the art on the role of the Theory of Inventive Problem Solving in Sustainable Product-Service Systems: Past, Present, and Future 2010Method for supporting conflict resolution for efficient PSS development 2009A Study of Service Innovation Design in Cultural and Creative Industry 2012An Ageing‐in‐Place Service Innovation Model by Using TRIZ Methodology 2011Enhancement in Industrial PSS Design based on TRIZ: a Case Study 2016

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