A case study on the application of Fuzzy QFD in TRIZ for service quality improvement View Full Text


Ontology type: schema:ScholarlyArticle     


Article Info

DATE

2008-10

AUTHORS

Chao-Ton Su, Chin-Sen Lin

ABSTRACT

The improvement of service quality so as to enhance customer satisfaction has been widely mentioned over the past few decades. However, a creative and systematic way of achieving higher customer satisfaction in terms of service quality is rarely discussed. Recently, TRIZ, a Russian acronym which means “Theory of Inventive Problem Solving,” has been proven to be a well-structured and innovative way to solve problems in both technical and non-technical areas. In this study, a systematic model based on the TRIZ methodology is proposed to generate creative solutions for service quality improvement. This is done by examining first the determinants of service quality based on a comprehensive qualitative study in the electronic commerce sector. Then the correlation between the imprecise requirements from customers and the determinants of service quality is analyzed with Fuzzy Quality Function Deployment (QFD) in order to identify the critical determinants relating to customer satisfaction. After which, the corresponding TRIZ engineering parameters can be effectively applied in the TRIZ contradiction matrix to identify the inventive principles. A case study is illustrated to demonstrate the effectiveness of our approach in an e-commerce company, and its results are presented to show the applicability of the TRIZ methodology in the e-service sector. More... »

PAGES

563-578

References to SciGraph publications

Identifiers

URI

http://scigraph.springernature.com/pub.10.1007/s11135-006-9058-y

DOI

http://dx.doi.org/10.1007/s11135-006-9058-y

DIMENSIONS

https://app.dimensions.ai/details/publication/pub.1017784467


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