Services are critical in both service and manufacturing industries in our economy. However, very few methodologies support planning/design of services in a systematic manner at present. This paper aims at proposing an innovative method named MISP that allows systematic, effective, and efficient planning of services. First, the procedure of the method is explained. MISP adopts QFD (Quality Function Deployment) to obtain critical points, and utilizes extension of TRIZ (Theory of Inventive Problem Solving) to generate options. Then, MISP is applied to actual service planning in a German manufacturer. MISP is verified to be powerful in supporting to create effective solutions for the business by presenting the results such as generating new services for the company.
2008. no 49, 48-62 p.