A Study of Applying TRIZ to Explore the Relation between Innovative Service and Core Competence of the Organization － A Case Study of Financial Department of the R.O.C. Military

• Main Authors: Teng-Hui Wang, 王騰輝
• Other Authors: 蘇芳霈
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/87073888138899290000

碩士 === 樹德科技大學 === 經營管理研究所 === 99 === A Study of Applying TRIZ to explore the Relation between Innovative Service and Core Competence of the Organization － A case Study of Financial Department of the R.O.C. Military Abstract In the future, all industries will become part of the service industry. In the service industry, not only are products and services crucial, but also the service provider’s ability to solve the problems of clients, create value, and even provide comprehensive solutions for problems clients have yet to notice. The government is the largest provider of public services and must solve problems quickly, accurately, and efficiently. The government is also expected to demonstrate outstanding action and implement activities that fulfill expectations and earn public trust. Introducing service innovation is necessary for raising both service quality and the level of satisfaction people demand from official institutions. The development of service innovation should be based on core competencies to provide continual motivation for the provision of services during the developmental process, while consistently accumulating competitive advantage. In the past, TRIZ has been widely applied in the field of engineering. With the promotion and proliferation of innovative concepts, however, TRIZ is increasingly being used in management decision making and business administration. This study used TRIZ to investigate the correlation between organizational core competencies and service innovation. As its research subject, this study chose the Kaohsiung Financial Unit of the National Armed Forces, the front-line service provider for the promotion of service innovation at the Ministry of National Defense. This study investigated how to realize service innovations and develop new service concepts, new client interfaces, a new service delivery system, and technological options by integrating four core competencies: the technical system, managerial system, employee knowledge and skills, and values and norms using TRIZ. Based on the results of this study, the researchers generated practical suggestions to encourage public institutions to seek a clearer understanding of the core competencies of service innovation. Thus, such institutions can develop innovative methods and improve the efficiency of public services, while using these results as a reference for management decision making. Keywords: TRIZ, core competencies, service innovation