Innovative Service Design Workbook
Publisher: Bookboon.com
Published: 2013
ISBN-13: 9788740302684
Table of contents: title: Content; title: 1. Preface; title: 1.1. What is this workbook about?; title: 1.2. Who is this workbook for?; title: 1.3. How can this workbook help?; title: 1.4. How is this workbook used?; title: 1.5. Benefits; title: 2. Introduction; title: 2.1. Introduction to TRIZ; title: 2.2. TRIZ in Service Design; title: 3. Five-Step Process; title: 3.1. Step 1: Problem Identification; title: 3.2. Step 2: Problem Definition; title: 3.3. Step 3: Resolution Tool Selection; title: 3.4. Step 4: Problem Resolution; title: 3.5. Step 5: Solution Evaluation; title: 4. Empirical Case Study for Aging in Place Service Innovation; title: 4.1. Case Introduction; title: 4.2. An Application of TRIZ; title: 4.3. Conclusions; title: 4.4. Appendix A: Worksheets; title: 4.5. Worksheet 1.1: Problem Diagnosis; title: 4.6. Worksheet 1.2: Problem Solving Technique Acceptability; title: 4.7. Worksheet 1.3: Problem Identification; title: 4.8. Worksheet 2.1: Problem Situation Analysis; title: 4.9. Worksheet 2.2: Problem Formulator; title: 4.10. Worksheet 4.1: Contradiction Analysis; title: 4.11. Worksheet 4.2: Contradiction Elimination; title: 4.12. Worksheet 4.3: Harmful Resources; title: 4.13. Worksheet 4.4: Structured Thinking; title: 4.14. Worksheet 4.5: Trimming Candidates; title: 4.15. Worksheet 4.6: STIC Tool; title: 4.16. Worksheet 5.1: Solution Evaluation; title: 4.17. Appendix B: 40 Inventive Principles with Applications in Service Operation Management; title: 5. Appendix C: ARIZ for Service Design; title: 6. Appendix D: Flowchart of Why-What’s Stopping Analysis; title: 7. Appendix E: Multi-Criteria Decision Analysis Tables; title: 8. Appendix F: TRIZ-Service Design Workbook Examples; title: 8.1. Example 1 Illustration of Problem Definition Step; title: 8.2. Example 2 Illustration of Contradiction Tools; title: 8.3. Example 3 Illustration of Patterns of Evolution Tool; title: 8.4. Example 4 Illustration of Resources Tool; title: 8.5. Example 5 Illustration of Ideal Final Result Tool; title: 8.6. Example 6 Illustration of Trimming Tool; title: 9. Appendix G: TRIZ Resource Analysis; title: 10. Appendix H: Multi-Screen Thinking; title: 11. Appendix I: Su-Field Model and Enhancement; title: 12. Appendix J: Service Capstone Model; title: 13. Appendix K: Major Service classes and their significant TRIZ principles