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http://dx.doi.org/10.7838/jsebs.2013.18.4.107

Development of Case-based Service Improvement Methodology By Utilizing TRIZ Concept  

Hong, Jung-Wan (Department of Industrial and Management Engineering, Hansung University)
Choi, Jae Ho (Department of Industrial and Management Engineering, Hansung University)
Chun, Young Ho (Department of Industrial Engineering, Hongik University)
Publication Information
The Journal of Society for e-Business Studies / v.18, no.4, 2013 , pp. 107-127 More about this Journal
Abstract
In the 21st century, The service industry is becoming a new core business. In the modern industrial society, it escapes from supporting the manufacturing industry and finally leads to the growth of the manufacturing industry. Although many companies have met a variety of customer requirements through the existing service process, an organization or service developer has been failed because they had depended on intuitive judgment. Therefore, in this paper, we suggests CSIM(Case-based Service Improvement Methodology) to support improvement direction. This methodology is based on 120 cases and developed by utilizing the TRIZ concepts. As a result, CSIM will be a creative tool to support a developer to solve the problems.
Keywords
Case-based Service Improvement Methodology(CSIM); TRIZ; Service Classification; Standardized Improvement Method; Standardized Improvement Effect;
Citations & Related Records
Times Cited By KSCI : 2  (Citation Analysis)
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