A Fuzzy Design Decision Model for New Healthcare Service Conceptualization

This paper purpose a structural design decision model by using service blueprint, failure mode effect analysis (FMEA), Fuzzy method, and the theory of inventive problem solving (TRIZ). In "service process analysis" stage, the service blueprint approach is used to analyze the potential service failure points in the service process. Then, FMEA is employed to diagnose the possible causes and effects of the service failure model in "service failure diagnosis" stage. The service failure models are prioritized according to the calculated integrated Risk Priority Number (RPN) and fuzzy number. In "innovative principle generation" stage, the innovative principles are generated by utilizing the TRIZ matrix. Finally, in "innovative solution conceptualization" stage, the TRIZ inventive principles are used to inspire the new solution for new service design. An empirical survey of home-care service agencies in Beijing is conducted to demonstrate the applicability of the proposed 2S2I model to improve home-care services, medical-equipment designs, and service delivery. The advantages, implications, and contributions of 2S2I model are also concluded.