A Study of Applying QFD to Improve the Service Quality: A Case of Home Delivery Industry in Taiwan

• Main Authors: Sheng-Teng Huang, 黃聖騰
• Other Authors: 梁金樹
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/28069511316476171102

碩士 === 國立臺灣海洋大學 === 航運管理學系 === 95 === Abstract The paper focus on home delivery industry, adopts Quality Function Deployment (QFD) to sysytematically explore the service operation in terms of quality and technical aspects. We survey shipper’s needs and analyze them by referring the literature and research, five factors are obtained: speed and reliability, freight, safety, personel, service and convenience. Based on these factors and by using Quality Function Deployment, shipper’s needs on Service Quality will be transformed into technical requirments of service quality. Finally, the house of quality is used to construct the priority of executing feasible alternatives for improving the service of home delivery industry. The results of the research reveal that the following six items of service quality are urgently to be improved: employee’s education, construction of overall transportation network, cultivation of related caliber, applying advanced IT, differentiated service. Key words: Home Delivery Industry, Quality Function Deployment, Service Quality