An evaluation approach to logistics service using fuzzy theory, quality function development and goal programming

Authors:
Chin-Nung Liao;Hsing-Pei Kao
Affiliations:
Department of Business Administration, China University of Science and Technology, No. 245, Sec. 3, Academia Rd., Nankang, Taipei 115, Taiwan, ROC;Graduate Institute of Industrial Management, National Central University, No. 300, Jhongda Rd., Jhongli City, Taoyuan County 320, Taiwan, ROC
Venue:
Computers and Industrial Engineering
Year:
2014

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Abstract

Logistics customer service is an important factor in the success of supply chain management. The aim of this study is to propose a novel approach for customer service management. For the improvement of logistics service operations, the proposed method integrates quality function development (QFD), fuzzy extended analytic hierarchy process (FEAHP), and multi-segment goal programming (MSGP). The advantage of the method includes the consideration of various logistics goals and the flexibility of setting multi-aspiration levels of evaluation criteria.