Introduction
Literature review
Service attributes of international freight forwarder
Attribute selection of customer requirement and technical measure
Customer requirements | Description |
---|---|
1. Instant response | Speed to respond customer’s request |
2. Cheaper agency fee | Offer lower prices for customer. |
3. Global service ability | Ability to provide global and local service |
4. Tailor-made service | Provide service according to the request for individual customer |
5. Door to door ability | Ability to deliver freight to customer’s warehouse or designated location |
6. Schedule reliability | No delay or cancel of delivery service |
7. Consult service | Expert consult to provide supply chain and logistics solution |
8. Excellent reputation | Company has good business records and trustworthy |
9. Stable space supply | Ability to provide the space or handle large delivery |
10. Fast document handling | Speed and easiness of documentation handling |
11. Instant cargo tracking | Provide sophisticated dynamic or on-line tracking |
12. Regular visit | Commercial visit to VIP customer |
Technical Measures | Description |
---|---|
1. Overall information system | Implementing the system for information sharing |
2. Paperless and simple procedure | Easiness and convenience to handle customer paperwork |
3. Quality manual and certificate | Clear procedure to define corporate goal and job details |
4. Customer clearance | Efficient custom clearance procedure |
5. Service point and network | Office or service centre overseas and service route |
6. Customer relationship management | Work closely with customer to build relationship and commitment |
7. IT implementation | Applying new technology to improve efficiency of cargo operation |
8. Human resource management | Train potential employees for their valuable contribution in the future |
9. Strong intermodal ability | Ability to provide efficient mode combination to complete delivery |
10. Marketing strategy | Clear marketing goal to both VIP or general customer |
11. Free consulting service | Free market and supply chain information consulting |
12. Green shipping policy | Environmental friendly transport and low CO2 emission commitment |
Methodology
Definition of quality function deployment
Fuzzy analytic hierarchy process
Fuzzy number | Linguistic scales | Membership function | Inverse |
---|---|---|---|
Ã1 | Equally important | (1,1,1) | (1,1,1) |
Ã2 | Moderately important | (1,3,5) | (1/5,1/3,1) |
Ã3 | More important | (3,5,7) | (1/7,1/5,1/3) |
Ã4 | Strongly important | (5,7,9) | (1/9,1/7,1/5) |
Ã5 | Extremely important | (7,9,9) | (1/9,1/9,1/7) |