Enhancing Repair Service Quality of Mobile Phones by the TRIZ Method

摘要

"Fix your Mobile Phone within 30 minutes" is a commitment of mobile phone repair business in Taiwan. Enhancing repair speed and successful repair ratio is the prerequisite of success. However, quantifying repair performance is not easy because customers' focuses not only on repair speed and repair ratio, but also on the frequency of repeated repair claims. This study applied the Contradiction Matrix and Problem Hierarchy Analysis of the TRIZ (Teoriya Resheniya Izobretatelskikh Zadatch) theory to analyze the issues of mobile phone repair business and propose a strategy for improving repair speed and re pair ratio and decrease the frequency of repeated repair claim.