TRIZ COMPETITION 2013Lim King Hann, Curtin University

Lim Chin Hong, Taylors’ University

Billy Lau Pik Lik, Curtin University

PRESENTATION OUTLINE Question 1 (Q1)

Title: Customer Service in Banking Industry How can the customer service be improved with a boundary

condition of limited expense funding?

Question 2 (Q2) Title: The Current and Future Trend of a

Wheelchair What is the new design of a wheelchair can reduce the price

and weight while maintain the function – transport a disabled person?

Question 3 (Q3) Title: Improvement of Employer-Employee

Communication Medium How to ensure the message is passed from the top level to the

staff level?

Q1: CUSTOMER SERVICE IN BANKING INDUSTRY How can the customer service be improved with a boundary condition of limited expense funding?

Problem Statement

Customer service teams are the front-liners of the banks, including cashiers, consultation services, telephone operators, bank service consultants etc.

Quality of Customer service of bank can be improved via increasing number of staff, providing more specific training to staff, higher Quality Assurance (QA) measures/operating procedures, more effective human resource management etc. However, all of these increase the OPEX and CAPEX for banks

In conclusion, quality of customer service is in contradiction with the banks OPEX and CAPEX

Benefits

Better quality service not only retain the existing customer, but also attracts new customers.

As a result, improve branding and increase competiveness with no extra or minimum cost involved.

Also, effective customer service structure helps to understand customer needs and identify new market- these information can be used to develop relevant products to capture the new market

Q1: PROBLEM STATEMENT & BENEFITS

Q1: FUNCTIONAL ANALYSIS AND TRIMMING

The lowest trimming values is the Management unit in the banks (1.24). But, it cannot be trimmed due to the reason that management unit is the heart of the bank,

Customer service team has the least trimming value (4.52) after the management unit (1.24).

Q1: PROPOSED TRIMMING SOLUTIONS

Merge the customer service unit with the marketing team The combine unit has to handle the customer day-to-

day banking activities, and at the same time, to promote new financial products to the respective customers.

Combine the budget allocation for customer service unit and marketing unit. More marketing dollar shall be spent on improving the

self-service banking facilities, i.e. cash deposit machines, ATM and online banking platform, instead of paying marketing staffs to station in the branches or malls (during the road show).

More advertisement can be posted on the self-service banking facilities, while the customers are waiting or queuing to do their day-to-day banking matters.

Q1: CUSTOMER SERVICE VS COST CONTRADICTION Worsening Parameter:

#19 Use of energy by moving object Analogy: The required time and resources (including money &

workforce) to improve or push the customer services to the next level Improving Parameter:

Improving Parameter

s

Analogy Inventive Principles Specific Solution

#21 Power The performance of the customer service. High power output represents more banking transactions processed at a shorter time

#6 Universality •Universal self-service machine •Standardized the process in all the branches•Universal forms for all the transactions

#16 Partial or Excessive Action

•Introduce “drop-now-and-collect-later” process •Implement online pre-apply feature

#19 Periodic Action •Separate the customer service teams into shifts

#35 Parameter changes

•Enforce or enable the marketing staffs to perform banking transactions•Train the teller to perform both marketing and bank transaction

(no included in the matrix) #38 Strong Oxidant •Competitive and rewarding environment•Commission-rewarding system

Q2: THE CURRENT AND FUTURE TREND OF A WHEELCHAIRWhat is the new design of a wheelchair can reduce the price and weight while maintain the function – transport a disabled person?

Q2: PROBLEM STATEMENT AND BENEFITS

Problem Statement

The price of a wheelchair is expensive (Averagely RM4000 per wheelchair).

The increase of wheelchair functionality will decrease the durability of battery life.

Power wheelchair is only designed to move on a flat surface or in a restricted area with the support of disability facilities.

Remote controlled wheelchair serves only certain group of people but not for all handicaps especially for those whose hands are malfunction.

Benefits

A wheelchair which can be affordable by every family who suffers from disability.

A wheelchair which its battery life can last long for weeks before recharging.

A wheelchair which can move on all kind of terrains

A wheelchair which can be controlled by using signal wave without remote controller.

Q2: FUNCTIONAL ANALYSIS AND TRIMMING

No. Component Trimming value (sorted from low to high)

1 Handle 0.85282 Pedal 1.18343 Caster wheels 1.88414 Motor 3.42015 Battery 3.57146 Seatbelt 7.3964

Top 6 lowest trimming values after diagnosis analysis

Q2: PROPOSED TRIMMING SOLUTIONS Trimming Away Unnecessary Component (Pedal, Handle, Caster

wheels) Goal: Reduce the costs (Around RM 100-250). To remove pedal and handle as they have the lower trimming value.

  Trimming / Replace Current Components (Motor, Battery)

Goal: Reduce the costs (Around RM 500-1000) and weight. To reduce the usage of motors and batteries.

Merging with other Systems (Frame, Motor, Battery, Controller) Goal: Ease of use / Natural usage, Reduce weight. Aims to merge four components, i.e. frame, motor, battery and controller

into a whole. This solution leads to the design of prosthetic legs or exo-skeleton suit

(lower limb of a body) that can support a disabled person Man’s energy replaces battery energy (free energy in the system). Man‘s

mind power replaces motor and controller. It can resolve the environmental constraints that normally faced by the

traditional wheelchair such as, bypassing obstacles, staircase climbing and all-terrains moving.

Q2: THE FUTURE TREND OF WHEELCHAIRS

Future Prediction 1: Prosthetic legs or exo-skeleton suit

Future Prediction 2: Biosensor assisting device

Q3: IMPROVEMENT OF EMPLOYER-EMPLOYEE COMMUNICATION MEDIUMHow to ensure the message is passed from the top level to the staff level?

Q3: PROBLEM STATEMENT & BENEFITS

Problem Statement

Employer expects employee to be productive during working hours and be self-motivated to operate towards company’s vision. Daily performance monitoring is not possible by employer.

Staff would not work efficiently if he or she has low self-esteem.

Communication between employer and employee is weak if the staff performance is only reviewed by end of the year.

Benefits

To improve staff performance in any industries/fields

To improve the communication medium between employer and employee

To increase the morale in the working environment.

To retain highly productive staff in the organization

Q3: FUNCTIONAL ANALYSIS AND TRIMMING

The lowest trimming value: Staff (1.44) Remarks:

It is not possible for a medium-range revenue or high-range revenue company to operate without employee. In this stage, the trimming technique is not applicable, but it can show that higher productive staff is highly required in order to assist the company development towards a better aspect

Q3: ADMINISTRATION’S CONTRADICTION Worsen Parameters: “#22 Loss of Energy

Improving Parameter

s

Analogy Inventive Principles Specific Solution

#39 Productivity

Increase employee performance and productivity

#10 Preliminary Action Organization training program

#28 Mechanics Substitution

Online KPI system

#29 Pneumatics and hydraulics

Promotion or increment

#35 Parameter changes Dynamic evaluation system

#27 Reliability

Improve staff responsibility and maintain consistent performance

#10 Preliminary Action Supervisor’s Guidance

#11 Beforehand cushioning

Punishment system

#35 Parameter changes Career transition opportunity

#38 Extent of Automation

Encourage self motivated staff

#23 Feedback Constant feedback mechanism

#28 Mechanics Substitution

Working Procedures, or Guidelines Suggested Solutions:

(1) Online KPI System,(2) Dynamic Evaluation System

Q3: SU-FIELD MODEL

Class 2 SU-field solutions Analogy Specific Solution

2.1 Transition to the complex Su-Field model

Add in new substance (S4) to improve the morale of staff

Reward in Bit Coins or incentive points

2.2 Forcing the Su-Field Models Micro management instead of macro management Promote spiritual or

cardio exercises

2.3 Controlling the frequency to match or mismatch the natural frequency of one or both elements to improve performance

Improve staff confident level, performance

Specific skill training

2.4 Integrating ferromagnetic material and magnetic fields is an effective way to improve the performance of a system

Add in another field component

Adding in team members

Suggested Solutions: Reward in Bit Coins or Incentive Points

Q3: FINAL PROPOSED SOLUTION To improve communication between employer and

employee, we propose: Online KPI system

Enables staff to update their achievements instantly once it is completed. A record is kept in the system for annual performance review.

Approval should be granted by the top management to recognize their achievement

Personal meeting can be held immediately between staff and employer to increase the communication linkage after reviewing the uploaded KPI

Dynamic Evaluation System A sub-system added into the online KPI system. Staffs are optional to complete few categories instead of all KPI categories

if they could perform excellent for those selected categories. For those who are average performers, they are required to perform all

categories with average achievement in order to claim their year-end bonus.

Reward in Bit Coins and Virtual Currency Instant rewarding system in term of bit coins is added to online KPI system

for self improvement and personal physical reflexology. To retain highly productive staff with an instant reward despite of waiting

the year-end bonus

THE END