TRIZ Analysis Example

TRIZ Analysis Example

Problem Statement

Use the TRIZ methodology to come up with innovate ideas to solve a problem. Let's say that we have a customer service operation but customers are complaining that it is very generic and does not meet their needs. We want to have a very customizable service solution but we don't want to make it so complex that it adds to our costs. Is there a way to redesign our product or service to address this need?

How to perform analysis

Step 1: Open Sigma Magic
  1. Click on the Sigma Magic button on the Excel toolbar.
  2. Click on the New button to create a new project.
Step 2: Add the analysis template
  1. Click on the Tool Wizard to add the analysis template.
  2. Click on Project and then TRIZ Analysis.


Step 3: Specify analysis options
A new worksheet will be added to your workbook. Analysis Setup will be automatically opened, in the setup tab specify the following details.



Step 4: Enter the Worksheet data
Click on Create button to save all changes in the analysis.On the worksheet, enter the following details. These inputs include the problem statement, your analysis's goal or objective, the feature you are trying to improve, and the feature that is getting worse. A sample worksheet is given below:



Step 5: Generate analysis results
Finally, click on Analysis Setup and then click on the Verify tab to ensure all the inputs are okay and shown in a green checkmark.



Click OK to close dialog box.

Interpreting Results

  1. The problem statement indicates that the current customer service is too generic, lacking personalization. This suggests a need for a more adaptive and customizable approach to service delivery.
  2. The TRIZ framework identifies a contradiction between adaptability/versatility (Improving Feature 35) and device complexity (Worsening Feature 36). This means that making the service more adaptable could increase system complexity.
  3. The suggested solution involves designing adaptable and flexible systems that can change based on customer needs.
  4. This aligns with TRIZ Principle 15, which emphasizes continuous process improvement, empowerment of response teams, and modular design.
  5. Customization for Users: Allow customers to personalize their service experience based on their preferences.
  6. Versatile Product Design: Redesign processes to be modular and flexible, so they can be tailored as needed.
  7. Empowered Workforce: Encourage employees to take ownership and innovate within the customer service department.
  8. Improved Customer Satisfaction: Personalization leads to better engagement and higher customer loyalty.
  9. Operational Efficiency: A structured yet adaptable system allows for faster resolution times and better service delivery.
  10. Competitive Advantage: Offering customizable service differentiates the company from competitors.
  11. The TRIZ analysis suggests that customization, workforce empowerment, and modular design are the key strategies to resolve the contradiction between adaptability and complexity in customer service.
  12. Implementing these solutions can enhance both user experience and operational performance.

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