An Approach to Improve Customer Satisfaction in Logistics: the Case of HEPCO

Journal of Industrial Strategic Management

مقاله 3، دوره 2، شماره 2، مرداد 2017، صفحه 49-66   

نوع مقاله: Original Article

نویسندگان

Mohammad Ehsanifar^{* 1}؛ Reza Ehtesham Rasi²

¹Department of Engineering ,Arak Branch,Islamic Azad University, Arak , Iran

²Department of Managemnt, Qazvin Branch, Islamic Azad University, Qazvin, Iran

چکیده

Customer service is increasingly being recognized as a source of competitive advantage. Determining customer needs accurately, meeting and exceeding them in a consistent manner is the key to the effective customer service. Companies should adapt a strategic, proactive focus on customer service based on understanding logistics process and designing logistics system to meet their needs. This paper provides an approach based on quality function deployment (QFD) to rank strategic actions to improve logistics service and addresses issue of how to deploy house of quality (HOQ) to effectively and efficiently improve logistics process and customer satisfaction. In data collecting, fuzzy logic is used to deal with ill-defined nature of qualitative linguistic judgments required in proposed HOQ. Finally, we found that JIT implementation has highest priority in strategy actions with inventory management and demand-forecasting method coming next.

کلیدواژه‌ها

Customer service؛ Logistics services؛ strategic management؛ Fuzzy؛ House of quality