Applying fuzzy quality function deployment (QFD) to identify solutions of service delivery system for port of Kaohsiung |
| |
Authors: | Ding Ji-Feng |
| |
Institution: | (1) Department of Aviation and Maritime Management, Chang Jung Christian University, No. 396, Sec. 1, Chang-Rong Rd., Gui-Ren, Tainan County, 711, Taiwan, ROC |
| |
Abstract: | The main purpose of this paper is to apply fuzzy quality function deployment (QFD) model to identify solutions of service
delivery system (SDS) for port of Kaohsiung from the viewpoints of customers. At first, to facilitate the main issue of the
QFD problem, however, the ‘what’ question of customer needs and ‘how’ problem of the services have to be made, which are two
major components and be emphasized on the house of quality (HOQ) matrices. In conjunction with fuzzy sets theory, hence, the
systematic procedures using fuzzy QFD were proposed in this paper. Subsequently, a case study for port of Kaohsiung demonstrated
the systematic appraisal process for identifying solutions of SDS. The results of empirical study show that (1) 10 key factors
are deemed as to have priority to improve the quality of SDS for Kaohsiung port; and (2) eight feasible solutions for improving
service quality performance are identified. Moreover, it is suggested that port Authority of Kaohsiung should listen attentively
the voice of customers and emphasize on exploiting these customer requirements effectively. And then develop the ‘how’ issues
of profiles of solutions, which should continuously strengthen the perspectives of customer, internal business process, and
learning and growth, respectively. |
| |
Keywords: | Service delivery system Port of Kaohsiung Fuzzy quality function deployment (fuzzy QFD) |
本文献已被 SpringerLink 等数据库收录! |
|