TRIZ based approach to improve public bus service quality

Abstract

Theory of Inventive Problem Solving (TRIZ) is a method that support innovative and creative solution in designing product. This research try to combine TRIZ with SERVQUAL, Kano, Fault Tree Analysis (FTA) and Failure Mode Effect Analysis (FMEA) to And systematic innovative and creative improvement for service quality in service industry. TRIZ used to solve contradictions occur in service quality improvement identified by FTA and FMEA. As case study, DAMRI is taken. Perum DAMRI is public bus transportation company in Bandung managed by Indonesian Government as Badan Usaha Milik Negara (BUMN) DAMRI charge relatively cheap cost, but have no good image because of poor service quality. Earlier research have been done by Ayu to identify factors to improve service quality using SERVQUAL measurement, Kano, FTA and FMEA. It's found that there are several poor service quality causes that must be improved, nevertheless several attributes contradict each other that troublesome improvement effort.