Abstract
Recently, TRIZ, a Russian acronym that means 'Theory of Inventive Problem Solving', developed by Genrich Altshuller, has been recognized as a widely popular subject concerning innovation in the technological field. In this study, we attempt to extend the TRIZ methodology to a broader application in a non-technological area. A systematic framework based on the TRIZ methodology is proposed, and a case study involving an e-commerce company is used to illustrate the applicability of the framework in terms of service quality improvement. Aside from this, in order to improve the effectiveness of the conventional TRIZ problem-solving process for its practitioners, a parameter corresponding table is developed to provide an efficient way of applying the TRIZ contradiction matrix to resolve service problems. Through the practical result of our case study, the valuable contribution of the TRIZ methodology in the service industry is further obtained.