innovative service design workbook

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 books at Download free eBooks at bookboon.com 2 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 3 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 Click on the ad to read moreClick on the ad to read more Innovative Service Design Workbook 4 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 Benets 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 Identication 13 Step 2: Problem Denition 15 Step 3: Resolution Tool Selection 22 Step 4: Problem Resolution 24 Step 5: Solution Evaluation 28 www.sylvania.com We do not reinvent the wheel we reinvent light. Fascinating lighting offers an infinite spectrum of possibilities: Innovative technologies and new markets provide both opportunities and challenges. An environment in which your expertise is in high demand. Enjoy the supportive working atmosphere within our global group and benefit from international career paths. Implement sustainable ideas in close cooperation with other specialists and contribute to influencing our future. Come and join us in reinventing light every day. Light is OSRAM Download free eBooks at bookboon.com Click on the ad to read more Innovative Service Design Workbook 5 Contents 4 Empirical 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 Identication 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 72 360° thinking . © Deloitte & Touche LLP and affiliated entities. Discover the truth at www.deloitte.ca/careers