Elaborating TRIZ principles with service redesign approaches

• Main Authors: Abdul Rahman, Azizah, Gazem, Nadhmi A. Jalil
• Format: Article
• Published: 2013
• Subjects: QA75 Electronic computers. Computer science
• Online Access: http://eprints.utm.my/id/eprint/40310/
• Institution: Universiti Teknologi Malaysia

The systematic innovation method, such as TRIZ – the theory of inventive problem solving – has powerful tools to solve contradiction problems in the technical or non-technical system. The most common tool is used with TRIZ is the 40 inventive principles (IPs). The purpose of this paper is to elaborate the grouping method of the IPs in the service context. The IPs have been grouped 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 sub-principles and service approaches and each characteristic of the SRAs. Grouping The 40 IPs in the service context will reduce efforts and time in order to find the best principle(s) that may help a service designer to overcome a service problem