在今日競爭激烈的時代裡，服務性作業所創造出的價值，以美國而言已經超過 80% 的 GDP，而全世界也正以飛快的速度在成長；同時，維護及服務使用的成本已經遠大於當初採購的成本，且改善速度及服務品質的潛在價值也與降低成本同等重要，甚至超越它。 因此，本研究的目的在於結合創新的方法論，發展出能夠快速解決服務性作業的方法。 首先以精實六標準差為基礎，結合創新問題解決原理(TRIZ)及軟性系統方法論(SSM)，將其運用於服務性作業的改善。
精實六標準差是一種提升顧客滿意度、降低成本、改善效率的方法論，係由精實生產(Lean Production，簡稱Lean)與六標準差(Six Sigma)方法，將其整合應用以發展精實六標準差方法論，最主要的理由是基於能夠從這兩種方法的個別執行結果中獲得互補性質的效益。精實六標準差方法論中，對於服務性作業的改善並無較佳的處理方式，因此本研究在精實六標準差的改善階段中，整合了創新問題解決原理(The theory of inventive problem solving；TRIZ)，以及軟性系統方法論(The Soft Systems Methodology；SSM)，解決了服務性作業的問題，以期能提升顧客滿意及企業經營績效。
最後藉由二個實務案例的導入，以檢驗本研究所發展出來的整合式方法論在服務業應用方面及服務性作業的功效。在這兩案例當中，第一個案例是服務業運用精實六標準差結合創新問題解決原理的執行；另一個案例是製造業中服務性作業運用精實六標準差結合軟性系統方法論的執行。從這兩個實務案例導入後的效益，可彰顯本研究所提出這兩種方法論所具有的效力，因此我們相信這些整合性的方法論可適用於服務業或製造業的服務性作業改善的任務。

Service operations now comprise more than 80% of the GDP in the United States and are rapidly growing around the world. It typically cost more to maintain and service an application than the initial purchase price. The revenue growth potential of improving the speed and quality of service often overshadows the cost reduction opportunities. Therefore, the purpose of this research aims at combining inventive method and developing quick win strategy for solving the problem of service operations.
Firstly, for the purpose of service operation, the Lean Six Sigma approach is a methodology that integrates TRIZ & SSM to improve the business opportunities in customer satisfaction, cost, and process speed for manufacturing and service industry. In this research, we attempt to extend the Lean Six Sigma to a broader application in the service industry and integrate TRIZ & SSM methodology to enhance the traditional techniques of Lean Six Sigma used in the improve step which rely on psychological brainstorming tools.
Finally, two empirical case studies were conducted to examine the efficacy of these integrated methodologies for their applications to service operation in particular. The first case was for the implementation of the Lean Six Sigma methodology combined with TRIZ in service industry, and the other one was integrated with SSM methodology in the service operation of manufacturing industry. The achievement obtained from implementing these project cases have highlighted the good capabilities of the methodologies proposed in this research, and therefore it is believed that they can be both applied to the service and manufacturing industry for performing the tasks of process improvement.

Akay, D. Dem_Iray, A. and Kurt, M., “Collaborative tool for solving human factors problems in the manufacturing environment: the Theory of Inventive Problem Solving Technique (TRIZ) method,” International Journal of Production Research, 46(11), pp. 2913–29 (2008)
Altshuller, G. The Innovation algorithm: TRIZ, systematic innovation and technical creativity, Worcester, MA: Technical Innovation Center, Inc. (2000)
Andersson R., Eriksson H. and Torstensson H., “Similarities and differences between TQM, six sigma and lean,” The TQM magazine, 18(3), pp. 282-296 (2006)
Arnheiter, E.D. and Maleyeff, J., “The integration of lean management and six sigma,” The TQM Magazine, 17(1), pp. 5-18 (2005)
Banker, R.D., Charnes, A. and Cooper, W.W., “Some models for estimating technical and scale inefficiencies in data envelopment analysis,” Management Science, 30(9), pp. 1078-1092 (1984)
Bendell T., “A review and comparison of six sigma and the lean organizations,” TQM magazine, 18(3), pp. 255-262 (2006)
Breyfogle, F.W., Implementing six sigma: smarter solutions using statistical methods. Wiley, New York (2003)
Cakir, M.C. and Cilsal, O.O., “Implementation of a contradiction-based approach to DFM ,” International Journal of Computer Integrated Manufacturing, 21(7), pp.839–847 (2008)
Carleysmith, S.W., Dufton A.M., and Altria K.D., “Implementing lean sigma in pharmaceutical research and development: a review by practitioners,” R&D Management, 39(1), pp. 95-106 (2009)
Charnes, A., Cooper, W.W. and Rhodes, E., “Measuring the efficiency of decision making units,” European Journal of Operational Research, 2(6), pp. 429-444 (1978)
Checkland, P.B. Systems thinking, systems practice. Wiley, New York (1998)
Checkland, P. B. and Scholes, J. Soft systems methodology in action, Wiley, New York (1990)
Cong, H. and Tong, L.H.,” Grouping of TRIZ inventive principles to facilitate automatic patent classification,” Expert Systems with Applications, 34, pp.788–795 (2008)
Cozijnsen, A.J., Vrakking, W.J. and Ijzerloo, M., “Success and failure of 50 innovation projects in Dutch companies,” European Journal of Innovation, 3(3), pp. 150-159 (2000)
Crino, S.T., McCarthy, D.J and Carier, J.D., “Lean six sigma for supply chain management as applied to the army rapid fielding initiative,” Annual IEEE Systems Conference (2007)
Dahlgaard J.J. and Dahlgaard S.M., “Lean production, six sigma quality, TQM and company culture,” The TQM magazine, 18(3), pp. 263-281 (2006)
Domb, E. and Dettmer, H.W., “Breakthrough innovation in conflict resolution: marrying TRIZ and the thinking process,” In: Proceedings of APICS Constraint Management Special Interest Group (1999).
Drew, D.S., Lai, P.Y., Li, H. and Lo, H.P., “Correcting the fee-technical score variability imbalance in two-envelope fee tendering,” Construction Management and Economics, 20(2), pp. 157-166 (2002)
Edward D. Arnheiter and John Maleyeff., “The integration of lean management and Six Sigma,” The TQM magazine, 17(1), pp.5-18 (2005)
Ehie, I. and Sheu, C., “Integrating six sigma and theory of constraints for continuous improvement: a case study,” Journal of Manufacturing Technology Management, 16(5), pp.542-553 (2005)
Fullan, M. and Pomfret, A., “Research on curriculum and instruction implementation,” Review of Educational Research, 47(1), pp. 335-397 (1977)
Furterer S. and Elshennawy, A.K., “Implementation of TQM and Lean Six Sigma tools in local government: a framework and a case study,” Total Quality Management and Business Excellence, 16(10), pp. 1179-1191 (2005)
George, M.L. Lean Six Sigma for Service: How to use lean speed and six sigma quality to improve services and transactions. New York: McGraw-Hill (2003)
Graziosi, S., Polverini, D., Faraldi, P., and Mandorli, F.,” A systematic innovation case study: new concepts of domestic appliance drying cycle,” Computer-Aided Innovation, 277, pp. 181-192 (2008)
Greg, B. Six sigma for managers, McGraw-Hill, Singapore (2005)
Hahn, G.J.; Doganaksoy, N. and Hoerl, R., “The evolution of six sigma,” Quality Engineering, 12 (3), pp.317–326 (2000)
Harry, M.J., “Six sigma: a breakthrough strategy for profitability,” Quality Progress, 31 (5), pp.60–64 (1998)
Heuvel, J.V.D., Ronald, J.M.M., Does, R.J.M.M. and Koning, H.D., “Lean Six Sigma in a hospital,” International Journal of Six Sigma and Competitive Advantage, 2(4), pp. 377–388 (2006)
Hoerl, R.W., “Six sigma and the future of the quality profession,” Quality Progress, 31 (6), pp.35–42 (1998)
Howard, K., “Modeling and information systems for senior management in local government: problems and prospects,” European Journal of Operational Research, 6(4), pp.340-351 (1981)
King, R.K., “Enhancing SWOT analysis using TRIZ and the bipolar conflict graph: a case study on Microsoft corporation,” Proceedings of TRIZCON2004, 6th Annual Altshuller Institute for TRIZ Studies International Conference, Seattle, WA, USA (2004)
Koning, H., Verver, H.P.S., Heuvel, J., Bisgaard, S. and Does R.J.M.M., “Lean Six Sigma in healthcare,” Journal for Healthcare Quality, 28(2), pp. 4-11 (2006)
Kumar, M., Antony, J., Singh, R.K., M. K. Tiwar, M.K. and Perry, D., “Implementing the lean sigma framework in an Indian SME: a case study,” Production Planning and Control, 17(4), pp. 407–423 (2006)
Marti, F., “Lean six sigma method in phase 1 clinical trials: a practical example,” The Quality Assurance Journal, 9(1), pp. 35-39 (2005)
Leinfus, E., “Hot industries for jobs,” Computerworld, 26(38), pp. 85-86 (1992)
Li, T., “Applying TRIZ and AHP to develop innovative design for automated assembly systems,” The International Journal of Advanced Manufacturing Technology, 10, (2009)
Low, M.K., Lamvik, T., Walsh, K. and Myklebust, O., ”Manufacturing a green service: engaging the TRIZ model of innovation,” Transactions of Electronics Packaging Manufacturing, 24(1), (2001)
Mann, D. and Domb, E., “40 inventive (business) principles with examples,” The TRIZ Journal, September issue, (1999)
McCarthy, G., “Leadership practices in German and UK organizations,” Journal of European Industrial Training, 29(2), pp. 217-235 (2005)
Mohammad,H., Saliminamin, and Nezafati, N.,“A new method for creating non- technological principles of TRIZ,” The TRIZ Journal, October issue, (2003)
Montgomery, D.C., ”Generation III six sigma,” Quality Reliability and Engineering International, 21(6), pp.iii-iv (2005)
Movarrei, R., Vessal, S.R., “Application of Theory of Inventive Problem Solving in Customer Relationship Management,” IEEE International Conference on Management of Innovation and Technology, (2006)
Munro, I. and Mingers, J. The use of multi-methodology in practice-results of a survey of practitioners, Warwick Business School, Warwick, UK, (2000)
Pfeifer, T. and Tillmann, M., “Innovative process chain optimization – utilizing the tools of TRIZ and TOC manufacturing,” ETRIA World Conference, Aachen, Germany, (2003)
Pickrell, G., Lyons, H.J. and Shaver, J. X., “Lean Six Sigma implementation case studies,” International Journal of Six Sigma and Competitive Advantage, 1(4), pp. 369-379 (2006)
Qi, M., Zou, C.Y., “An object oriented method of industrial design based on 40 inventive principles,” International Conference on Information Management, Innovation Management and Industrial Engineering, (2008)
Retseptor, G., “40 inventive principles in quality management,” The TRIZ Journal, March issue, (2003)
Robles, G.C., Negny, S. and Lann, J.M.L., ”Design acceleration in chemical engineering,” Chemical Engineering and Processing, 47, pp.2019–2028 (2008)
Saliminamin, M.H. and Nezafati, N., “A new method for creating non-technological principles of TRIZ,” The TRIZ Journal, October issue, (2003)
Snee, R.D., “Six sigma improves both statistical training and processes,” Quality Progress, 33 (10), pp.68–72 (2000a)
Snee, R.D., “Impact of six sigma on quality engineering,” Quality Engineering, 12 (3), pp.ix–xiv (2000b)
Stratton, R. and Mann, D., “Systematic innovation and the underlying principles behind TRIZ and TOC,” Journal of Materials Processing Technology 139(1-3), pp. 120–126 (2003)
Stratton, R. and Warburton, R.D.H., “The strategic integration of agile and lean supply,” International Journal of Production Economics 85(2), pp. 183–198 (2003)
Saxton, T., “The impact of third parties on strategic decision making: roles, timing and organizational outcomes,” Journal of Organizational Change Management, 8(3), pp. 47-62 (1995)
Schoderbek, P.P., Schoderbek, C.G. and Kefalas, A.G. Management system: conceptual considerations. BPI Irwin, Homewood, IL (1990)
Sengupta, J.K. and Sfeir, R E., “Efficiency measurement by data envelopment analysis with economic applications,” Applied Economics, 20(3), pp. 285-293 (1988)
Stratton, R. and Mann, D., “Systematic innovation and the underlying principles behind TRIZ and TOC,” Journal of Materials Processing Technology, 139, pp.120–126 (2003)
Thompsen, J.A., “Gaining greater benefit from lean six sigma and leadership initiatives within the military,” IEEE International Engineering Management Conference, pp.11-13 (2005)
Tonini, A.C., Laurindo, F.J.B.and Spinola, M.M., “An application of six sigma with lean production practices for identifying common causes of software process variability,” Management of Engineering and Technology, 5(9), pp. 2482 – 2490 (2009)
Van de Ven, A.H., “Central problems in the management of innovations,” Management Science, 32(5), pp. 590-607 (1986)
Verhaegen, P.A., D’hondt, J., Vertommen, J., Dewulf., S. J. and Duflou, R., “Relating properties and functions from patents to TRIZ trends,” Journal of Manufacturing Science and Technology, 1, pp.126–130 (2009)
Wiklund, H. and Wiklund, S.P., “A collaboration concept for TQM implementation in small and medium sized enterprises,” International Journal of Applied Quality Management, 2(1), pp. 101- 115 (1999)
Xu, X., Gao, L. and Fang, S., “Product family architecture evolution based on technology evolution theory of TRIZ ,” The 7th World Congress on Intelligent Control and Automation, pp.5662-5666 (2008)
Zhang, X., Mao, X. and AbouRizk, S.M.,” Developing a knowledge management system for improved value engineering practices in the construction industry,” Automation in Construction, 10, pp.1-13 (2009)