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Mathematical Problems in Engineering
Volume 2016 (2016), Article ID 1486189, 10 pages
Research Article

An Uncertain QFD Approach for the Strategic Management of Logistics Services

School of Management, Shanghai University, Shanghai 200444, China

Received 3 December 2015; Accepted 15 February 2016

Academic Editor: Ibrahim Zeid

Copyright © 2016 Shengpeng Yang et al. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.


Due to customers’ growing concern about logistics performances related to products, logistics service increasingly contributes to the core competence of an enterprise or product, which calls an appropriate tool to develop effective strategic actions to improve logistics performances and gain customer satisfaction. Therefore, an uncertain quality function deployment (QFD) approach for selecting the most effective strategic actions in terms of efficiency to meet the customer requirements is developed in this paper, which integrates uncertainty theory into the traditional QFD methodology in order to rationally deal with imprecise information inherently involved in the QFD process. The framework and systematic procedures of the approach are presented in the context of logistics services. Specifically, the calculations for the prioritization of strategic actions are discussed in detail, in which uncertain variables are used to capture the linguistic judgements given by customers and experts. Applications of the proposed approach are presented as well for illustration.