A Case Study of Using TRIZ for Business and Management to Facilitate Innovation and Improvement of the Convenience Stores, An Example of Seven-Eleven Convenience Stores in Hsinchu County
Convenience stores have rendered all-inclusive service in our daily life. As the number of convenience stores gained ten thousand in 2014, the management of service quality has become an important issue. This study used questionnaires to identify the service quality needed to be improved in 7-ELEVEn convenience stores. And found the most important problem of service quality and analyzed the contraction of the most important problem by using TRIZ for business and management¸ and resolved the contraction to improve those convenience stores. The results of the study showed that the items needed to be improved in questionnaire in limited regions and period were "Customers lacked of confidence in the products offered by this store" and "Customers were not provided with a comfortable dining environment." Further investigation showed that the most important problem of service quality in those convenience stores was "Customers lacked of confidence in the products offered by this store." Analyzing the contraction of the most important problem by using TRIZ for business management revealed 14 innovative ideas and improvement programs for future improvement for those convenience stores. Keywords: convenience store, service quality, business TRIZ, innovation proposal, invention principle
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