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 Download free books at 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 Download free eBooks at bookboon.com 2 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 Download free eBooks at bookboon.com 3 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 III jjjoooiiinnneeeddd MMMIIITTTAAASSS bbbeeecccaaauuussseee ���eee GGGrrraaaddduuuaaattteee PPPrrrooogggrrraaammmmmmeee fffooorrr EEEnnngggiiinnneeeeeerrrsss aaannnddd GGGeeeooosssccciiieeennntttiiissstttsss III wwwaaannnttteeeddd rrreeeaaalll rrreeessspppooonnnsssiiibbbiiillliii��� wwwMMM.daaaiseeecrrrosssvkkke...cccrmooommmita///MMMs.iiictttoaaamsss I joined MITAS because �e Graduate Programme for Engineers and Geoscientists I wanted real responsibili� Maersk.com/Mitas MMMooonnnttthhh 111666 IIIIII wwwwwwaaaaaassssss aaaaaa cccooonnnssstttrrruuuccctttiiiooonnn Month 16 sssuuupppeeerrrvvviiiIIsss wwooorrraa iiissnnn aa construction ttthhheee NNNooorrrttthhh SSSeeeaaa supervisor in aaadddvvviiisssiiinnnggg aaannnddd the North Sea hhhhhheeeeeelllpppiiinnnggg fffooorrreeemmmeeennn advising and RRReeeaaalll wwwooorrrkkk IIIIIInnnnnntttttteeeeeerrrrrrnnnnnnaaaaaattttttiiiiiioooooonnnnnnaaaaaaaaallllll oooppppppooorrrtttuuunnniiitttiiieeesss ssssssooolllvvveee ppprrrooobbbllleeemmmhhssseelping foremen ������rrrrrreeeeeeeeeeee wwwwwwooooooooorrrrrrkkk ppplllaaaccceeemmmeeennntttsss Real work IInntteerrnnaattiioonnaaall opportunities ssolve problems ��rreeee wwooorrk placements Download free eBooks at bookboon.com 4 CClliicckk oonn tthhee aadd ttoo rreeaadd mmoorree 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 www.job.oticon.dk Download free eBooks at bookboon.com 5 Click on the ad to read more 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 Study at Linköping University and get the competitive edge! Interested in Computer Science and connected fields? Kick-start your career with a master’s degree from Linköping University, Sweden – one of top 50 universities under 50 years old. www.liu.se/master Download free eBooks at bookboon.com 6 Click on the ad to read more 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 Download free eBooks at bookboon.com 7 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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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. Download free eBooks at bookboon.com 9 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. Download free eBooks at bookboon.com 10