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

Liao, Chin-Nung; Kao, Hsing-Pei

doi:10.1016/j.cie.2013.12.001

Cited by 51 publications

(36 citation statements)

References 31 publications

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“…According to the importance score given by the customer to the first-level evaluation indexes, the relative weight determination method [22] is used to determine the weight of indexes that can be calculated as…”

Section: The Determination Of Product Quality Evaluation Indexmentioning

confidence: 99%

An Evaluation Method of Comprehensive Product Quality for Customer Satisfaction Based on Intuitionistic Fuzzy Number

Zhang

2018

Discrete Dynamics in Nature and Society

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How to maximize customer satisfaction is an important research topic in the service quality evaluation. This paper proposes an evaluation method of comprehensive product quality for customer satisfaction based on the intuitionistic fuzzy number. In this method, we design a questionnaire and investigate the customer's language evaluation information of product quality evaluation, including product expectations and product perception at first. And then, the product quality evaluation model is obtained by Delphi method; that is, the first-level evaluation indexes and the second-level evaluation indexes are obtained and the weight vector of each evaluation index is determined. Next, language evaluation information translates into corresponding fuzzy numbers using intuitionistic fuzzy numbers. Therefore, the results of the product quality evaluation of the production system are obtained using the weighted mean method. Finally, an example is used to illustrate the feasibility and effectiveness of the proposed method.

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Section: The Determination Of Product Quality Evaluation Indexmentioning

confidence: 99%

An Evaluation Method of Comprehensive Product Quality for Customer Satisfaction Based on Intuitionistic Fuzzy Number

Zhang

2018

Discrete Dynamics in Nature and Society

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“…Liao and Kao propose a novel approach to customer service management. For the improvement of customer satisfaction, the method integrates quality function development (QFD), fuzzy extended analytic hierarchy process (FEAHP), and multisegment goal programming (MSGP) [15].…”

Section: Literature Reviewmentioning

confidence: 99%

A Multiobjective Decision-Making Method of Service Element Allocation of Customer Behavior

Zhang

2018

Discrete Dynamics in Nature and Society

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How to effectively configure the resources to maximize customer satisfaction is an important research topic in the service quality evaluation. This paper proposes a service quality evaluation under fuzzy environment method that takes customer satisfaction as the goal and considers enterprise resource constraints and customer fuzzy evaluation information at the same time. In this method, we first use expert Delphi method to get service elements and service items. Meanwhile, we design questionnaires to collect customer language fuzzy evaluation information and use FHAHP model to calculate the relative weight vector of the service items. Second, the customer is subdivided into market segmentation considering the customer total consumption and the service expectation value using the Logit model. Next, the customer satisfaction of the service schemes is calculated considering the customer's expectation of the service schemes. Then, the maximum satisfaction of the customer group is calculated under the condition of enterprise resource constraint. Finally, an example is used to illustrate the feasibility and effectiveness of the proposed method.

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“…Não somente a conceituação do que vem a ser QFD, como suas aplicações, muitas vezes ficam restritas à primeira matriz, sendo que expressiva parcela (cerca de três quartos dos estudos analisados) aplica essa matriz para levantar os requisitos dos clientes e as características dos serviços (LAM; DAI, 2015;CHEN, et al, 2014;LIAO;KAO, 2014;HSU, 2013;ZUO, et al, 2013;LI, et al, 2012;LIANG;DING;PAN, 2012;LIN;YEH, 2012;CHEN;CHOU, 2011;DROR;SUKENIK, 2011;GENG, et al, 2011;LIN;PEKKARINEN, 2011;GARIBAY;GUTIÉRREZ;FIGUEROA, 2010;JANDAGHI;AMIRI;MOLLAEE, 2010;YEH, 2010;DING, 2009;CHEN, 2009;DANIELS;SANDLER, 2008 …”

Section: Análise Sobre a Aplicação Do Qfd Nos Artigosunclassified

“…Dentre esses grupos, destaca-se o objetivo de "melhorar os serviços já prestados" entre os estudos analisados, presente em mais da metade (56%) das publicações (LIAO; KAO, 2014;CHEN, 2014;HSU, 2013;ZUO, et al, 2013;LIANG;DING;PAN, 2012;LIN;YEH, 2012;WU;LIN, 2012;CHEN;CHOU, 2011;DROR;SUKENIK, 2011;KUO, et al, 2011;GARIBAY;GUTIÉRREZ;FIGUEROA, 2010;JANDAGHI;AMIRI;MOLLAEE, 2010;YEH, 2010;DING, 2009).…”

Section: Análise Sobre Os Objetivos Gerais Dos Artigosunclassified

“…Conforme já citado anteriormente, o setor logístico aparece com mais frequência entre os setores abordados nas publicações; em cerca de uma quarto do total de artigos LIAO;KAO, 2014;HSU, 2013;LIANG;DING;PAN, 2012;LIN;PEKKARINEN, 2011;DING, 2009). Algo que se destaca é a presença de autores de Taiwan, sendo que a única publicação que foge a esse contexto foi desenvolvida por autores do Reino Unido e Finlândia (LIN; PEKKARINEN, 2011).…”

Section: Análise Sobre As áReas E Setores Econômicos Presente Nas Pubunclassified

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Aplicação do desdobramento da função qualidade em serviços: uma análise da literatura

Souza

Miguel

2017

Revista PO: R. Eletr. de Eng. de Produção e Correlatas

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Resumo:A crescente competição tem obrigado as empresas a proverem serviços inovadores de modo a exceder as expectativas dos clientes garantindo sua competitividade no mercado. Assim, compreender quais são as necessidades dos clientes e como atendê-las é algo imperativo para as organizações. O desdobramento da função qualidade (quality function deployment -QFD) é um método que busca atingir este propósito. Neste âmbito, o presente trabalho tem por objetivo demonstrar as aplicações do QFD no contexto de serviços por meio de uma revisão bibliográfica. Para atender esse objetivo, um processo estruturado de busca e organização bibliográfica foi aplicado para a seleção e análise de um portfólio resultante de 25 artigos estritamente ligados ao tema central do QFD aplicado a serviços. Os resultados obtidos mostram que o emprego do QFD é preponderantemente restrito a primeira matriz e ao levantamento das necessidades dos clientes e características da qualidade do serviço, o que restringe sua aplicação. Além disso, constata-se que o método é geralmente aplicado em conjunto com outras ferramentas, de modo a complementar algumas de suas limitações. Finalmente, verifica-se que o QFD quando aplicado ao setor de serviços objetiva principalmente aprimorar serviços já ofertados, sendo relativamente pouco aplicado para o desenvolvimento de novos serviços. Palavras-chave: QFD. Desdobramento da Função Qualidade. Aplicação. Serviços. Análise teórico-conceitual. Abstract:The growing competition has forced companies to provide innovative services to exceed customer expectations by ensuring their competitiveness in the market. Understand what the customer needs are and how to meet them it is an imperative for organizations. The quality function deployment (QFD) is a method that seeks to achieve this purpose. In this context, this paper aims to demonstrate QFD applied to the service context through a literature review. To meet these objectives, a structured process of bibliographic search and organization was applied to select and analyze a portfolio of 25 articles strictly linked to the central subject of QFD applied to services. The results show that the use of QFD is frequently restricted to the first matrix and to the survey of customer needs and characteristics of service quality, which limits its application. Moreover, some important findings is that the method is usually applied with other tools in order to fill some of QFD limitations and, when applied to services context, the method is mainly applied in order to improve services that are already offered, not being largely applied on new services development.

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

Cited by 51 publications

References 31 publications

An Evaluation Method of Comprehensive Product Quality for Customer Satisfaction Based on Intuitionistic Fuzzy Number

An Evaluation Method of Comprehensive Product Quality for Customer Satisfaction Based on Intuitionistic Fuzzy Number

A Multiobjective Decision-Making Method of Service Element Allocation of Customer Behavior

Aplicação do desdobramento da função qualidade em serviços: uma análise da literatura

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