Service TRIZ : An Approach for Service Quality Design - With a Case Study in the Hospitality Industry

This paper develops the service theory of inventive problem-solving (TRIZ) for service quality design. It also proposes a new generic contradiction matrix for problem-solving in service applications. The traditional algorithm of TRIZ problem-solving is slightly modified; the 39 TRIZ traditional parameters in manufacturing are changed to 12 major parameters; and a 12x12 matrix of contradictions is proposed for problem-solving in service applications. The proposed approach is examined at the front desk encounter of a four-star hotel. Findings indicate that the reservation system of the selected hotel is effectively redesigned and improved