TRIZ Principles in Redesign Service Approaches

Abstract

Recreating the service can lead to the innovation of new ones. One of the methods of creating or recreating the service is by using the systematic innovation method, such as TRIZ – the theory of inventive problem solving. TRIZ has a range of powerful tools to solve the problem and the most widely used method is to identify the contradictions in the system, and to use the 40 inventive principles (IPs) for predicting the ideal solution to the contradictions in manufacturing. However, the lack of the contradiction matrix of the 40 IPs in the service context often requires more effort and time in order to find the best principle(s) that may help to overcome a service problem. In this study, the researchers grouped the IPs under five services redesign approaches (SRAs): self-service, direct service, pre-service, bundled service and physical service. The methodology used in order to group these principles was by finding the similarity in text and meaning between the principles and service approaches and each characteristic of the SRAs. Finally, our proposed grouping has demonstrated a sample case study which has verified the feasibility of grouping the 40 principles according to the SRAs.