A Fuzzy QFD Approach for Designing Internal Processes for Air Cargo Transportation Services

Authors:
Shuo-Yan Chou;Yao-Hui Chang;Chih-Hsien Chen
Affiliations:
Dept. of Industrial Management, National Taiwan Univ. of Science & Technology;Dept. of Industrial Management, National Taiwan Univ. of Science & Technology and Department of Industrial Management, Lunghwa Univ. of Science and Technology;Dept. of Industrial Engineering and Management, Lee-Ming Institute of Technology
Venue:
Proceedings of the 2006 conference on Leading the Web in Concurrent Engineering: Next Generation Concurrent Engineering
Year:
2006

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Fuzzy multiple objective programming framework to prioritize design requirements in quality function deployment

Computers and Industrial Engineering

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Abstract

The objective of this study is to develop an integrated approach to process design for air cargo transportation. This work integrated the methodologies of fuzzy set theory (FST), balanced scorecard (BSC), and theory of constraints (TOC) to ensure that the internal process design meets the needs of employees, shareholders, and customers, concurrently. This integrated approach is constructed by three stages. In the first stage, the strategies, strategic objectives, and key performance indicators (KPIs) of the company are developed through the conceptual framework of BSC. In the second stage, the initiator's actions are developed through the five logic tools of TOC. Furthermore, in the third stage, through the integration of BSC and TOC with fuzzy quality function deployment (QFD), KPIs and initiator's actions were transformed into the design requirements and the technical requirements. Finally, the house of quality (HOQ) is built for designing the service process of air cargo transportation based on fuzzy QFD.