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Huang, Chi Yo
Liao, Li Ching
The Russian Theory of Inventive Problems Solving (TRIZ)
Decision-Making Trial and Evaluation Laboratory (DETMATEL)
Analytical Network Hierarchical Process (ANP)
Multi-Criteria Decision Making (MCDM)
Under the mega trend of telecommunication liberalization as well as fast evolution of telecommunication technologies, telecommunications service providers have faced intense market competition at the moment when trying to catch up with the most up-to-date telecommunication technologies. Improving the quality of innovative services and enhancing the customer satisfactory further are not easy for telecommunication service providers. When telecommunication service providers intend to enhance innovative services, appropriate strategies for enhancing the service quality should be leveraged. However, very few articles discussed about how telecommunication service quality can be improved through innovation. Thus, this paper intends to enhance the telecommunication service quality by defining the MCDM based decision framework consisting with Delphi, Decision-Making Trial and Evaluation Laboratory (DEMATEL), Analytical Network Process (ANP) and TRIZ, the Russian theory for inventive problem solving. At first, factors that can be leveraged to evaluate the quality of a novel telecommunication service will be summarized by using the literature review and concluded by using the Delphi method further based on experts’ opinions. Then, relationships between the factors can be structured by using the DEMATEL. The factors with the greatest impacts on the other factors will be summarized as key factors for enhancing the quality of a novel telecommunication service. Further, the TRIZ will be introduced to derive Inventive Principles (IPs) as possible innovation strategies as alternatives for enhancing the quality of the novel telecommunication service. Finally, the DEMATEL will be introduced again for structuring the decision problem and ANP will be introduced for deriving weights versus the possible IPs and selecting the most suitable IPs for innovating a telecommunication service. The strategies with higher weights will be selected as the most appropriate innovation strategies for enhancing the service quality of innovative telecommunication service. An empirical study based on the short message services (SMS) being provided by a third generation (3G) telecommunication service provider will be leveraged for demonstrating the feasibility of the proposed TRIZ based MCDM framework. Inventive principles which can serve as the innovation strategies toward enhancing the service quality of the 3G SMS are expected to be derived. The TRIZ based novel MCDM framework can be leveraged for enhancing any services and achieve product (new service) or process (new service process) innovation. Further, the innovation strategies being derived can be leveraged for innovating the 3G SMS.
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