The performance model of logistic distribution centers: Quality function deployment based on the Best-Worst Method

This paper aims to evaluate the performance of logistic distribution centers (LDCs) by Quality Function Deployment (QFD) based on the Best-Worst Method (BWM). The originalities of this paper include: (1) exploring five constructs with 20 customer requirement attributes (CRAs) for LDCs' operatio...

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Bibliographic Details
Published in:PloS one 2024-10, Vol.19 (10), p.e0305202
Main Authors: Thu, Le Ngo Ngoc, Van Hoang, Long, Doan, Quynh Manh, Huynh, Nguyen Tan
Format: Article
Language:English
Subjects:
Analysis
Biology and Life Sciences
Costs
Customer feedback
Customer satisfaction
Customer services
Decision analysis
Decision-making
Distribution centers
Documents
Electronic commerce
Engineering and Technology
Evaluation
Inventory
Logistics services
Management
Manufacturing
Methods
Multiple criterion
People and Places
Performance evaluation
Performance-based assessment
Preferences
Product development
Quality control
Quality function deployment
Research and Analysis Methods
Short tandem repeats
Social Sciences
Supply chains
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Summary:This paper aims to evaluate the performance of logistic distribution centers (LDCs) by Quality Function Deployment (QFD) based on the Best-Worst Method (BWM). The originalities of this paper include: (1) exploring five constructs with 20 customer requirement attributes (CRAs) for LDCs' operations based on the SERQUAL model, (2) using the QFD model to identify five primary divisions and 18 corresponding service technical requirements (STRs) for LDCs' operations, (3) recognizing the top five STRs should be prioritized for the allocation of limited resources from House of Quality (HoQ), including cargo order (7.15%), value-added activities (6.68%), document preparation (6.31%), consolidating and assembling (6.10%), and document management (6.00%), (4) applying the Best-Worst Method (BWM) to estimate CRAs' relative weight. The proposed research model can provide a methodological reference to the relevant literature in association with logistics operations and multiple-criteria decision analysis (MCDA).
ISSN:1932-6203
1932-6203
DOI:10.1371/journal.pone.0305202