Service Certification System Using QR Codes for Customer Experience
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Solution Overview
Problem
The existing service certification system based on quality management systems from manufacturing industries is not effectively applied to service industries, leading to inadequate service quality assessment and lack of confidence among customers and markets due to limited coverage and shallow regulation.
Innovation Solution
A multi-sided system for examining service certifications based on customer experiences, incorporating a database, analysis processor, certification system, accreditation system, registration system, internal system, and mobile terminal, which uses QR codes to collect customer feedback and evaluate service quality through an indicator system like SERVOUAL, providing a basis for service certification and continuous improvement.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If manufacturing industry quality management systems are applied to service industries, then service certification can be established, but the certification system lacks adaptability to service industry characteristics
Solution Approach 1:
The patent transforms the rigid manufacturing-based certification parameters into flexible service-oriented parameters. It introduces dynamic evaluation indicators that can adapt to different service types, changing the certification system from a fixed structure to one that can be customized according to service industry characteristics while maintaining the overall certification framework.
Solution Approach 2:
The patent segments the certification system into multiple independent modules including service quality evaluation, customer experience assessment, and certification decision-making components. This allows each module to be independently configured for different service types, improving adaptability without overwhelming complexity in the entire system.
2Reliability
If traditional service certification is implemented, then certification coverage is established, but customer confidence and market recognition remain insufficient
Solution Approach 1:
The patent implements a feedback mechanism where customer experiences and evaluation results are continuously collected and fed back into the certification process. This creates a closed-loop system where certification decisions are based on actual service performance and customer satisfaction, enhancing reliability and building customer confidence through transparent, evidence-based certification.
Solution Approach 2:
The patent introduces an independent information platform as an intermediary between the certification system and customers. This platform publicly displays certification criteria, evaluation processes, and results, serving as a transparent mediator that builds trust by making certification information accessible and verifiable to the public.
3Measurement precision
If service certification is based on service products only, then certification framework is established, but the certification depth and effectiveness are limited
Solution Approach 1:
The patent adds new evaluation dimensions beyond service products, incorporating service processes, customer experiences, and satisfaction metrics into the certification framework. This multi-dimensional approach increases measurement precision by assessing services from multiple angles rather than solely based on product outcomes.
Solution Approach 2:
The patent implements a tiered evaluation system where core service products are evaluated in detail while other aspects are assessed at appropriate levels of depth. This selective depth approach maintains measurement precision for critical elements without requiring excessive complexity across all evaluation areas.
Data Source
AI summary
A system for examining service certifications with multi-sides based on customer experiences is provided, including: a database, an analysis processor, a certification system, an accreditation system, a registration system for a certification officer to register, an internal system of a service firm and a mobile terminal. A first time certification is performed on services from the service firm by the certification system to obtain a service certification credential. A first QR code is identified to obtain an organization name of the certification organization, basic information of the service certification credential, accreditation information of the accreditation system, registration information of the certification officer registered in the registration system and authorization information, authorized by the Certification and Accreditation Administration, for carrying out service certification businesses of the certification organization. After a second QR code is identified, the mobile terminal is linked to a customer experience collecting interface via the database.