An Uncertain QFD Approach for the Strategic Management of Logistics Services
Table 2
Descriptions of the logistics service requirements.
Service index
Description
Celerity
Capability of delivering orders within due date. Generally, logistics service pursues rapid response to the customer’s orders. They should be delivered as soon as possible after being receipted
Reliability
Capability of delivering orders without damage and mistake (e.g., the package stays in a well-condition)
Flexibility
Capability of providing personalized services (e.g., flexible receipt and delivery time) as well as satisfying some particular requirements (e.g., modify orders in terms of due date and quantity)
Accessibility
Capability of providing an easy way for customer to obtain service (e.g., ordering, consulting, complaining, and technical support)
