Innovative service model of information services based on the sustainability balanced scorecard: Applied integration of the fuzzy Delphi method, Kano model, and TRIZ

Abstract

Recently, considerable emphasis has been placed on environmental protection worldwide. Environmentally friendly practices have been considered basic requirements for companies. Particularly, because information services companies are more likely to sell environmentally hazardous products compared with other industries, these companies must place a stronger emphasis on environmental protection. Therefore, this study constructed an innovative service model for the information services industry based on the sustainability balanced scorecard. Grounded in traditional balanced scorecard dimensions adjusted to “learning and growth,” “internal process,” “customers,” “finance and economy,” “social performance,” and “environmental performance,” the study included an extensive literature review and 39 preliminarily compiled evaluation criteria of sustainable operations performance in the information services industry. A hybrid analytical method integrating the fuzzy Delphi method (FDM), Kano two-dimensional quality model, and theory of innovative problem solving (TRIZ) was proposed. The FDM was used to filter 26 criteria out of 36 from the consensus of 62 experts from related fields. A revised Kano quality model was then applied to examine key criteria that influence the sustainable operations of the information services industry, obtaining 22 “one-dimensional,” 3 “must-be,” and 1 “attractive” sustainable operations element(s). Furthermore, this study adopted TRIZ to conduct the fitting between engineering and service parameters. Six key service parameters (criteria) covering all three sustainable development dimensions were selected, with which a contradiction matrix of the service quality of the information services industry was constructed. Finally, corresponding to the innovative principles of a contradiction matrix, an innovative service solution was developed to serve as a reference for information services–related companies implementing innovative service in their sustainable business strategies.