Abstract
“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 repair ratio and decrease the frequency of repeated repair claim.
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Chang, YL., Lai, SC., Wang, CN. (2010). Enhancing Repair Service Quality of Mobile Phones by the TRIZ Method. In: Pan, JS., Chen, SM., Nguyen, N.T. (eds) Computational Collective Intelligence. Technologies and Applications. ICCCI 2010. Lecture Notes in Computer Science(), vol 6421. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-16693-8_48
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DOI: https://doi.org/10.1007/978-3-642-16693-8_48
Publisher Name: Springer, Berlin, Heidelberg
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