| Summary: | 碩士 === 國立臺灣海洋大學 === 航運管理學系 === 102 === The main purpose of this study is to apply Balanced Scorecard and Fuzzy Quality Function Deployment (FQFD) to develop the operation performance demand indicators of ocean freight forwarders, and also explore the specific feasible alternatives of enhancing operation performance of ocean freight forwarders and its implementing priority to ensure the improvement of operation performance.
First of all, from the literature review, 12 key operation performance indicators for ocean freight forwarders were established. Then the FQFD was utilized to get 8 specific feasible alternatives of raising the operation performance of ocean freight forwarders, and to solve the execution priority.
The study results show that the priority of raising the operation performance of ocean freight forwarders is as below: (1) Strengthening the training of staffs’ canvassing capability of cargo; (2) Enhancing the effectiveness of customer relationship management; (3) Improving employee work efficiency; (4) Strengthening every department’s operational cooperation capability;(5) Raising employee satisfaction to its organization; (6) Enhancing workflow accuracy; (7) Strengthening organizational learning capability; (8) Improving labor productivity.
Keywords: ocean freight forwarders, fuzzy quality function deployment, balanced scorecard, operation performance
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