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Please use this identifier to cite or link to this item: http://ntour.ntou.edu.tw:8080/ir/handle/987654321/51225

Title: Applying fuzzy quality function deployment to identify service management requirements for an ocean freight forwarder
Authors: Gin-Shuh Liang
Tsung-Yu Chou
Shu-Fen Kan
Contributors: 國立臺灣海洋大學:航運管理學系
Keywords: Triangular fuzzy numbers
fuzzy relation matrix
fuzzy quality function deployment
Date: 2006-06
Issue Date: 2018-11-19T07:51:44Z
Publisher: Total Quality Management & Business Excellence(SSCI)
Abstract: Abstract: 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.
Relation: 17(5) pp.539-554
URI: http://ntour.ntou.edu.tw:8080/ir/handle/987654321/51225
Appears in Collections:[航運管理學系] 期刊論文

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