Research On Retailing Services Innovation Based On Integration QFD / TRIZ Model

With the status of service industry in GDP is more and more evident,service innovation as an important research propositions obtain more and more attention.Where retail as a connecting link between producers and consumers, plays an important role in the national economy. However, in recent years due to the market conditions changes and the impact of the rapid development of e-commerce and other factors, the traditional retail industry increasingly fierce competition in our country. Retail companies want to gain an advantage in the commodity homogenization of market competition, must carry out service innovation, to win customer satisfaction and loyaltyThis article firstly studies the current situation of domestic and foreign related research,find the current studies of retail service innovation are mainly concentrated in basic theory and operation management, the lack of a scientific and effective tool to guide retail enterprises to carry out design and development of new services. Aiming at these deficiencies, will be applied to the technical field of quality function deployment(QFD)and theory of invention problem solving(TRIZ) is introduced into the service industry,build the integrated QFD/TRIZ retailing service innovation model, taking the Walmart company as an example conducted a feasibility study. The main work and the core content are as follows:(1) Summarizes the domestic and foreign research of QFD, TRIZ and service innovation, and summarizes the application of QFD and TRIZ Theory in service innovation separately.(2) Through the comparison of QFD method and TRIZ theory,it is found that if the organic combination of the two,it can be more fully exert their respective advantages,to meet customer demand for design. Therefore, the integration of QFD/TRIZ retail service innovation model is constructed. First of all, the customer needs and their weights are converted into service elements and their weights by QFD method. Then, the TRIZ theory is used to analyze the service elements of negative correlation. According to the judgment of conflict types, consult the conflict matrix, find the recommended principles of the invention, and help the designer to obtain a satisfactory solution as soon as possible.(3) In order to explain the problem and explain the steps of the application of the model better,this article makes a research on the model of the construction. Taking Walmart which is the representative enterprise of retail industry as an example, the research on the service innovation in order to obtain the customer’s requirement and the importance, the construction of the house and the conflict resolution is carried out, and the feasibility of the model is verified in practice.