Robust fuzzy quality function deployment based on the mean-end-chain concept: Service station evaluation problem for rail catering services

The main purpose of this paper is to present a fuzzy quality function deployment model to achieve service quality assurance before implementing service action. First, customer needs with their importance and satisfaction levels acquired from practical investigations are constructed. Then, by combining the experts’ opinions, service management requirements are developed for satisfying the observed customer needs. In addition, a fuzzy relation matrix for linking service management requirements to customer needs is constructed on the basis of cross-functional expertise. The aggregated fuzzy assessments of different service management requirements are also ranked to prioritize and determine their importance. Finally, the Chiang Kai-shek International Airport cargo terminal in Taiwan is used to demonstrate the proposed approach.

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An Exact Expected Value-Based Method to Prioritize Engineering Characteristics in Fuzzy Quality Function Deployment

International Journal of Fuzzy Systems ◽

10.1007/s40815-015-0118-0 ◽

2015 ◽

Vol 18 (4) ◽

pp. 630-646 ◽

Cited By ~ 8

Author(s):

Jing Liu ◽

Yizeng Chen ◽

Jian Zhou ◽

Xiajie Yi

Keyword(s):

Quality Function Deployment ◽

Expected Value ◽

Quality Function ◽

Engineering Characteristics ◽

Fuzzy Quality Function Deployment

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Service Station Evaluation Problem in Catering Service of High-Speed Railway: A Fuzzy QFD Approach Based on Evidence Theory

Mathematical Problems in Engineering ◽

10.1155/2015/404926 ◽

2015 ◽

Vol 2015 ◽

pp. 1-25 ◽

Cited By ~ 2

Author(s):

Xin Wu ◽

Lei Nie ◽

Meng Xu

Keyword(s):

Distribution System ◽

High Speed ◽

Evidence Theory ◽

Approximate Reasoning ◽

Distribution Centers ◽

High Speed Railway ◽

Service Station ◽

Service Stations ◽

Evaluation Problem ◽

Fuzzy Quality Function Deployment

Catering Service of High-Speed Railway (CSHR) starts at suppliers, includes distribution centers and service stations in cities, and ends at cabinets in high-speed trains. In Distribution System Design (DSD) Problem for CSHR, it is critical to evaluate the alternatives of service stations, which is termed as Service Station Evaluation Problem in Catering Service of High-speed Railway (SSEP-CSHR). As a preparation work for DSD, SSEP-CSHR needs to be solved without detailed information and being accompanied with uncertainty. Fuzzy Quality Function Deployment (F-QFD) has been given in the literatures to deal with vagueness in Facility Location Evaluation (FLE). However, SSEP-CSHR that includes identifying and evaluating stations requires not only dealing with the vague nature of assessments but also confirming them. Based on evidence theory, this paper introduces the framework to give the truth of proposition “x is A.” Then it is incorporated into a two-phase F-QFD with an approximate reasoning to enable the truth of the decisions to be measured. A case study that refers to 85 alternative stations on Chinese high-speed railway will be carried out to verify the proposed method. Analysis shows that the proposed evaluation method enhances scientific credibility of FLE and allows decision makers to express how much is known.

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