Systematic innovation in service design through triz

Abstract

This thesis develops a systematic new service development (NSD) model by integrating the Theory of Inventive Problem Solving (TRIZ) into service design process. The proposed TRIZ-Service Design model can help service developers to generate new service ideas, and resolve problems identified in service operations systematically. Meanwhile, this study contributes to the TRIZ literature, as it is the first example of applying TRIZ in service sectors. Five empirical case studies done in Singapore Sentosa Island and different NUS subsidiaries have verified the validity of this model. Insightful discussions and implications drawn from the study are also included in this thesis.