This workbook provides a means of systematically defining, formulating, solving, and evaluating service design problems and enables designers to adapt the various TRIZ (Theory of Inventive Problem Solving) applications to their service operations. The main aim of the workbook is to provide a systematic problem solving process. It contains a detailed step-by-step process highlighting the various TRIZ tools that may be used to define, solve, and evaluate various service design problems.

1. Preface
   1. What is this workbook about?
   2. Who is this workbook for?
   3. How can this workbook help?
   4. How is this workbook used?
   5. Benefits
2. Introduction
   1. Introduction to TRIZ
   2. TRIZ in Service Design
3. Five-Step Process
4. Empirical Case Study
   1. Case Introduction
   2. An Application of TRIZ
   3. Conclusions