In this paper, a Fuzzy Quality Function Deployment (FQFD) to identify service
management requirements for an ocean freight forwarder is developed. First, customer needs,
with importance and satisfaction degrees, have been investigated, followed by the development of
service management requirements for satisfying the observed customer needs. Furthermore, a
fuzzy relation matrix to link service management requirements and customer needs based on
cross-functional expertise is also constructed. The aggregated fuzzy assessments of various
service management requirements are ranked to determine their importance priority. Finally, an
empirical study for identifying the service management requirements of the ocean freight
forwarder company is used to demonstrate the proposed approach.
關聯:
Total Quality Management and Business Excellence, 17(5), 539-554
