勤益科大機構典藏:Item 987654321/2640
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    题名: Applying Fuzzy Quality Function Deployment to Identify Service Management Requirements for Ocean Freight Forwarder
    作者: Liang, G.S.
    Chou, T.Y.
    Kan, S.F.
    日期: 2006-06
    上传时间: 2009-08-18
    出版者: © Taylor & Francis
    摘要: 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
    显示于类别:[流通管理系(所)] 【流通管理系所】期刊論文

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