Using TRIZ and TOC to Construct a Managerial Problem Solving Model : A Case Study on Turnover

• Main Authors: Ricky Jang, 章尚仁
• Other Authors: 汪孝慈
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/81018338331676621698

碩士 === 明新科技大學 === 工業工程與管理研究所 === 97 === Abstract Managers of high-tech companies expect exceptional employees to continuously develop capability through work, to be self-motivated and self-managed. Such job demands enable huge room for employees to grow; however, it results in massive work pressure and job burnout comparatively. In which there are many variable factors that cause no matter from job dissatisfaction, turnover intention, to real resignation act, with complex countering strategies and solutions which worth to be discussed further. The problem solving strategy of Goldratt’s Theory of Constraints (TOC) is to start from current situation of an existing problem and to infer key questions from a complex current status, to establish key objectives with results obtained from thinking and solving key questions from opposite direction after a key question is confirmed, and eventually, to seek for a real plan that ought to be implemented before attaining the goal. Altshuler introduced substantial patent invention principles to study conflict solving methods. Altshuler’s Theory of Inventive Problem Solving (TRIZ) proposed an innovative approach that solves conflict and constructed logical thinking methods and tools for conflict solving, such as contradiction matrix, 40 innovative invention principles, etc. All these different tools help transform problems into system, and obtain contradiction from problems concerned by researchers, and use TRIZ as a tool to solve these contradictions to achieve the purpose of improvement or problem solving. Previous researches have shown that the two stated theories reported an outstanding performance on problem solving, therefore this research expects to further integrate the advantages of these two theories to construct a managerial problem solving model. This research firstly introduced Current Reality Tree (CRT) and Conflict Resolution Diagram (CRD) to analyze and explore job burnout and related issues of workers, to find out key factors that result in turnover problem, and selected one semiconductor packaging and testing company as case study, via questionnaire survey to further explore a contradictory relationship among job demands, job resources, job burnout and personal background variables. After that, a structure that adopts contradiction matrix of TRIZ has defined harmful effects and to-be-improved parameters, which cooperates with the 40 principles of TRIZ and develops innovative strategies and suggestions that quickly and effectively solve business management issue. The results of this research can be used as a reference to human resources management practice and education training, meanwhile, provided as an innovation model to be reference, by managers for various kinds of managerial problem solving.