The performance model of logistic distribution centers: Quality function deployment based on the Best-Worst Method
Le Ngo Ngoc Thu1, Long Van Hoang2, Quynh Manh Doan3,4
1Institute of Postgraduate Studies, HUTECH University, Ho Chi Minh City, Vietnam.
Plos One
|October 31, 2024
Summary
This study evaluates logistic distribution centers using Quality Function Deployment and the Best-Worst Method. It identifies key service requirements for optimizing logistics operations and resource allocation.
Area of Science:
- Operations Research
- Logistics Management
- Quality Management
Background:
- Logistic distribution centers (LDCs) are critical for supply chain efficiency.
- Evaluating LDC performance requires robust methodologies to address complex customer needs.
- Existing models may not fully capture the nuanced requirements of LDC operations.
Purpose of the Study:
- To evaluate the performance of logistic distribution centers (LDCs) using a hybrid Quality Function Deployment (QFD) and Best-Worst Method (BWM) approach.
- To identify and prioritize critical customer requirement attributes (CRAs) and service technical requirements (STRs) for LDC operations.
- To provide a methodological framework for enhancing LDC performance and resource allocation.
Main Methods:
- Employed the SERQUAL model to define five constructs and 20 customer requirement attributes (CRAs) for LDCs.
- Utilized Quality Function Deployment (QFD) to establish five primary divisions and 18 service technical requirements (STRs).
- Applied the Best-Worst Method (BWM) to determine the relative weights of CRAs and identify priority STRs.
Main Results:
- Identified the top five prioritized STRs for LDC resource allocation: cargo order (7.15%), value-added activities (6.68%), document preparation (6.31%), consolidating and assembling (6.10%), and document management (6.00%).
- Quantified the relative importance of customer requirement attributes through BWM analysis.
- Developed a House of Quality (HoQ) matrix to link customer needs to technical requirements.
Conclusions:
- The integrated QFD-BWM model offers a systematic approach to evaluating and improving LDC performance.
- Prioritizing specific service technical requirements, such as cargo order and value-added activities, is crucial for effective resource allocation.
- This research provides a valuable reference for logistics operations and multiple-criteria decision analysis.
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