Innovative Service Design Workbook

87 Pages·3.439 MB·English

by  Bookboon.com

Innovative Service Design Workbook
Five Step Process and TRIZ Tools for Service Designers
Song­Kyoo Kim; Kah­Hin Chai; Kay­Chuan Tan; Andrew Brian Siy
Liao; An­Jin Shie
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Song-Kyoo Kim, Kah-Hin Chai, Kay-Chuan Tan, Andrew Brian Siy Liao & An-Jin Shie
Innovative Service Design Workbook
Five Step Process and TRIZ Tools for Service Designers
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Innovative Service Design Workbook
© 2012 Song-Kyoo Kim, Kah-Hin Chai, Kay-Chuan Tan, Andrew Brian Siy Liao,
An-Jin Shie & bookboon.com
ISBN 978-87-403-0268-4
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Innovative Service Design Workbook Contents
Contents
1 Preface 8
1.1 What is this workbook about? 8
1.2 Who is this workbook for? 8
1.3 How can this workbook help? 9
1.4 How is this workbook used? 9
1.5 Benefits 9
2 Introduction 10
2.1 Introduction to TRIZ 10
2.2 TRIZ in Service Design 11
3 Five-Step Process 12
Step 1: Problem Identification 13
Step 2: Problem Definition 15
Step 3: Resolution Tool Selection 22
Step 4: Problem Resolution 24
Step 5: Solution Evaluation 28
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Innovative Service Design Workbook Contents
4 E mpirical Case Study 32
4.1 Case Introduction 32
4.2 An Application of TRIZ 35
4.3 Conclusions 41
Appendix A: Worksheets 43
Worksheet 1.1: Problem Diagnosis 43
Worksheet 1.2: Problem Solving Technique Acceptability 43
Worksheet 1.3: Problem Identification 43
Worksheet 2.1: Problem Situation Analysis 43
Worksheet 2.2: Problem Formulator 47
Worksheet 2.3: Solution Evaluation 49
Appendix B: 40 Inventive Principles with Applications
in Service Operation Management 50
Appendix C: ARIZ for Service Design 68
Appendix D: Flowchart of Why-What’s Stopping Analysis 71
Appendix E: Multi-Criteria Decision Analysis Tables 72
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Innovative Service Design Workbook Contents
Appendix F: TRIZ-Service Design Workbook Examples 73
Example 1 Illustration of Problem Definition Step 73
Example 2 Illustration of Patterns of Evolution Tool 78
Appendix G: TRIZ Resource Analysis 80
Appendix H: Multi-Screen Thinking 81
Appendix I: Su-Field Model and Enhancement 82
Appendix J: Service Capstone Model 83
Appendix K: Major Service classes and their significant TRIZ principles 84
References 85
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Innovative Service Design Workbook
Disclaimer:
The authors accept no responsibility for any decision taken by the users or the readers arising from the
use of the workbook.
Copyright:
All rights reserved.
© Song-Kyoo Kim, Kah-Hin Chai, Kay-Chuan Tan,
Andrew Brian Siy Liao, An-Jin Shie
The workbook is authored by:
Associate Professor KIM, Song-Kyoo, TRIZ Specialist,
W. SyCip Graduate School of Business
Asian Institute of Management, Philippines
Associate Professor CHAI, Kah Hin,
Department of Industrial and Systems Engineering,
National University of Singapore
Associate Professor TAN, Kay Chuan,
Department of Industrial and Systems Engineering,
National University of Singapore
LIAO, Andrew Brian Siy
Department of Industrial and Systems Engineering,
National University of Singapore
Dr. SHIE, An-Jin,
Department of Industrial Engineering & Management,
Yuan Ze University, Taiwan
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Innovative Service Design Workbook Preface
1 Preface
1.1 What is this workbook about?
The main aim of this workbook is to provide a systematic problem solving process that service designers
may use in solving service design problems.
This workbook is based on previous research on the usage of the Theory of Inventive Problem Solving
(TRIZ) methodology in non-technical areas like service design.
1.2 Who is this workbook for?
This workbook is for service designers who
• are responsible for solving service-related design problems at service-orientated
organizations.
• have limited or no prior experience with tools related to the Theory of Inventive Problem
Solving (TRIZ/TIPS).
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Innovative Service Design Workbook Preface
1.3 How can this workbook help?
To date, service designers have no systematic process to solve service problems. This workbook can help
them save a great deal of time and effort by providing a systematic approach to service design problem
resolution.
In this workbook, TRIZ tools will be used to define, formulate, solve and evaluate service design problems.
It enables users to come up with creative and innovative solutions.
1.4 How is this workbook used?
This workbook contains a detailed step-by-step process highlighting the various TRIZ tools that may
be used to define, solve, and evaluate various service design problems. These steps can be seen as a
systematic guide to help designers resolve design problems.
Included in this workbook are worksheets that contain questionnaires and tables to aid users in solving
their service problems.
In addition, users will also find…
…tips , tools …and examples
to help them better understand the TRIZ tools being used in solving various service design problems.
1.5 Benefits
This workbook provides a means of systematically defining, formulating, solving, and evaluating service
design problems. It enables designers to adapt the various TRIZ applications to their service operations.
In addition, it gives useful information on the many TRIZ tools and their applications.
While intangible benefits will differ from person to person, users should gain new insights on service
design problem resolution through this workbook.
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Innovative Service Design Workbook Introduction
2 Introduction
2.1 Introduction to TRIZ
The Theory of Inventive Problem Solving (TIPS), or Teorija Rezhenija Izobretatelskih Zadach (TRIZ) in
Russian, was developed in 1946 by Genrich Altshuller in the former USSR. It hypothesizes that there
are principles of invention that can help with creative innovations.
The basic groundings of TRIZ consist of the analyses of thousands of worldwide patents. Through these
analyses, innovation patterns and the concept of ideality were identified. TRIZ, which was developed to
solve technical problems, can be defined as
- knowledge-based as it is built from problem solving heuristics taken from vast patent
analyses.
- human-orientated as it is designed for human use.
- systematic as it has well-defined resolution processes.
- inventive as it defines problems as inventive problems, thus, resulting in innovative
solutions.
In TRIZ, the system evolves toward increasing ideality. Characteristics of ideality include
• benefits of the system are maintained.
• deficiencies in the system are removed.
• new deficiencies are not introduced.
• system does not become more complicated.
The basic foundational principles of TRIZ says that
• systems move towards increasing ideality.
• systems are full of inherent conflicts among some of its components.
• before the introduction of any new components, resources within the system must first be
fully utilized.
Throughout the years, a set of well defined TRIZ tools have been created. These tools include 40 Inventive
Principles, Ideal Final Result, Patterns of Evolution, Resources and Trimming to name a few.
Although TRIZ tools and applications were originally created for technical problems, in recent times,
TRIZ has been introduced in many non-technical areas. Recent research have even shown TRIZ and its
tools to be helpful in aiding service operators in their non-technical problems.
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