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

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  • Le Ngo Ngoc Thu
  • Long Van Hoang
  • Quynh Manh Doan
  • Nguyen Tan Huynh

Abstract

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).

Suggested Citation

  • Le Ngo Ngoc Thu & Long Van Hoang & Quynh Manh Doan & Nguyen Tan Huynh, 2024. "The performance model of logistic distribution centers: Quality function deployment based on the Best-Worst Method," PLOS ONE, Public Library of Science, vol. 19(10), pages 1-21, October.
    • Handle: RePEc:plo:pone00:0305202
    DOI: 10.1371/journal.pone.0305202
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    References listed on IDEAS

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    3. Liang, Fuqi & Brunelli, Matteo & Rezaei, Jafar, 2020. "Consistency issues in the best worst method: Measurements and thresholds," Omega, Elsevier, vol. 96(C).
    4. Chin‐Shan Lu & Ching‐Chiao Yang, 2006. "Evaluating Key Logistics Capabilities for International Distribution Center Operators in Taiwan," Transportation Journal, John Wiley & Sons, vol. 45(4), pages 9-27, September.
    5. Wang, Rong-Tsu, 2007. "Improving service quality using quality function deployment: The air cargo sector of China airlines," Journal of Air Transport Management, Elsevier, vol. 13(4), pages 221-228.
    6. Lin, Che-Hung & Lu, Iuan-Yuan, 1999. "The procedure of determining the order picking strategies in distribution center," International Journal of Production Economics, Elsevier, vol. 60(1), pages 301-307, April.
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