Integrating TOC and TRIZ for service process improvement

Abstract

Theory of Constraints (TOC) and Theory of Inventive Problem Solving (TRIZ) are two methodologies that originate from the manufacturing context and technical field. This thesis is an exploratory study on the effective use of TOC and TRIZ for service process improvement in Small and Medium Enterprises (SMEs). Based on the literature review on the process improvement methodologies and tools, TOC and TRIZ, this thesis proposes a service improvement framework which combines the strength of TOC TP in systematic problem identification and the strength of TRIZ in creative and innovative idea generation. The new way of integration and the adaption of TRIZ tools are also developed in this framework. To test the proposed framework, this thesis conducts two-phrase studies including a web survey and five real-life case studies to illustrate the usage of this framework for service process improvement as a form of empirical verification.