Lin, Yong ORCID: 0000-0001-7118-2946 and Zhou, Li ORCID: 0000-0001-7132-5935 (2009) An application of quality function deployment and modularity to logistics service design. In: Proceedings of the 14th Logistics Research Network Annual Conference 2009. The Chartered Institute of Logistics and Transport, Corby, Northamptonshire, UK, pp. 911-915. ISBN 9781904564317

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Abstract

Purpose: This paper aims to apply Quality Function Deployment (QFD) and Modularity to logistics service design for third party logistics (3PL) provider facing an uncertain and customized market.

Research approach: Based on literature review, this paper firstly constructs an empirically grounded model for modular logistics service platform, and defines a process for applying QFD methods and modular logic to logistics service design. Then case study of a Chinese 3PL company is used to illustrate the practice application of QFD for modular logistics service design.

Findings and Originality: The results show that QFD helps quickly transfer customer’s requirements into logistics service processes and supportive management elements for specific industry, and then into logistics service activities, which finally can be formed into a modular logistics service platform followed modular logic normally used in product design. Furthermore, this modular logistics service platform includes three levels: service, process, and activity reflecting individual customer’s requirements. This paper also shows how QFD and modularity can be used to quickly develop new service modules for new customers from new industry un-served before, and to cost effectively deliver service solutions to new customer from industry served before by combining different existed components in the service platform.

Research impact: This paper provides insight for both practitioners and academics into how QFD systematically translates customer requirements into logistics service design, targeting quick identifying customer requirements and creating comprehensive and modular service platform in fast-changing customization environments.

Practical impact: 3PL companies will find that QFD-based philosophy and methods are useful tools for the creation of a customer-driven logistics service, and modular logic is helpful to the establishment of a modular service platform.

Item Type:	Conference Proceedings
Title of Proceedings:	Proceedings of the 14th Logistics Research Network Annual Conference 2009
Additional Information:	[1] This poster was first presented at the 14th Logistics Research Network Annual Conference 2009: Volatile and fragile supply chains held from 9–11 September 2009 in Cardiff, Wales, UK. [2] Conference report available at: https://www.ciltuk.org.uk/pages/webshop
Uncontrolled Keywords:	service design, modularity, quality function deployment
Subjects:	H Social Sciences > HE Transportation and Communications
Faculty / School / Research Centre / Research Group:	Faculty of Business > Department of Systems Management & Strategy Faculty of Business > Networks and Urban Systems Centre (NUSC) > Supply Chain Management Research Group
Related URLs:	Publisher Organisation
Last Modified:	14 Oct 2016 09:12
URI:	http://gala.gre.ac.uk/id/eprint/4791

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