Integrating PZB Model and TRIZ for Service Innovation of Tele-Healthcare


Due to the rise of aging population, effective utilization of healthcare resources has become an important issue. With the advance of ICT technology, the application of tele-healthcare service has received more attention than ever. The main purpose of this research is to investigate how to conduct innovative design for tele-healthcare service based on user’s perspectives. First, the healthcare service blueprint was used to describe the processes of tele-healthcare service delivery, and then construct PZB service quality gap model based on the literature and practitioners’ interviews. Next, TRIZ theory is applied to implement service innovation. We found the proposed service innovation procedures can effectively improve the quality of service design. Keywords—Tele-homecare, Service blueprint, TRIZ, PZB model

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@inproceedings{Chiou2012IntegratingPM, title={Integrating PZB Model and TRIZ for Service Innovation of Tele-Healthcare}, author={Chuang-Chun Chiou}, year={2012} }