The Journal of Society for e-Business Studies (한국전자거래학회지)

Society for e-Business Studies (한국전자거래학회)
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Development of Case-based Service Improvement Methodology By Utilizing TRIZ Concept

TRIZ를 활용한 사례 기반 서비스 개선 방법론 개발

  • 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)
  • Received : 2013.07.30
  • Accepted : 2013.09.06
  • Published : 2013.11.30
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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.

서비스 산업은 21세기 새로운 비즈니스 핵심으로 부각되고 있다. 현대 산업에서 서비스 산업은 제조업을 지원하는 산업에서 탈피하여 제조업의 성장을 리드하는 산업으로 급부상하였다. 기업들은 기존 서비스의 개선을 통해 고객들의 다양한 요구사항을 충족시켜 주고자 하였으나, 서비스 개발자의 직관적인 판단에 근거한 서비스의 개선은 높은 실패율을 보이고 있다. 따라서 본 논문에서는 서비스 개발자의 개선 방향성을 지원하기 위해 서비스 개선방법론을 개발하였다. 이 방법론은 120개의 수집된 사례를 바탕으로 TRIZ 모델의 개념을 활용하여 개발되었다. 그 결과 사례 기반 서비스 개선 방법론(Case-based Service Improvement Methodolog; CSIM)이 개발되었고, 이는 서비스 개발자의 창의적인 문제해결을 지원하는 도구로 활용될 수 있을 것이다.

Keywords

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