Abstract
The purpose of this paper is based on the engineering features of TRIZ to propose non-technical features of contradiction matrix for non-technical business process. The result shows that 39 non-technical features of contradiction matrix (CM) are developed instead of 39 technical features in the originally contradiction matrix of TRIZ. An empirical study for service process is applied to test the validation of features and used the inventive principle of non-technical matrix to improve the performance of service process to have great cost saving shows that the contradiction matrix is availability. It shows that cost saving during 12 months will have about USD 285,996 (NTD 9,151,875) and reduce error rate about 44%.
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