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QFD-based modular logistics service design

QFD-based modular logistics service design

Lin, Yong ORCID: 0000-0001-7118-2946 and Pekkarinen, Saara (2011) QFD-based modular logistics service design. Journal of Business and Industrial Marketing, 26 (5). pp. 344-356. ISSN 0885-8624 (doi:

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Purpose – This paper aims to develop a framework of QFD (quality function deployment)-based logistics service design to integrate the HOQ (house of quality) technique and modular logic to help in designing logistics services with high quality and a large service variety.

Design/methodology/approach – Based on a literature review, a conceptual research framework is built integrating the QFD method and modular logic together. A case study is used to illustrate a real application in logistics service design of the third-party logistics (3PL) provider.

Findings – The results show that QFD and modularity used simultaneously as design principles can ensure service design quality at three layers (service, process, activity) in the modular logistics service platform.

Research limitations/implications – This paper provides multi-disciplinary insights for both industry and academics on how QFD/HOQ and modular logic can be integrated to systematically translate customer requirements into logistics service designs.

Practical implications – The framework proposed is directed to show how, at the operational level, the service providers can transform customer requirements to customer value with modular services and develop new service modules more quickly for new customers that have not been served before.

Originality/value – The resulting framework combining QFD philosophy and modular logic, particularly integrating three-level HOQs paralleled with three layers in the modular service platform, adds knowledge in the research on service design, operations management and marketing.

Item Type: Article
Additional Information: [1] Published in Journal of Business and Industrial Marketing (2011), Volume 26, Issue 5 - Special Issue: Modularity in Business Services. Guest editor(s): Pauliina Ulkuniemi and Saara Pekkarinen.
Uncontrolled Keywords: quality function deployment, design, service quality assurance, third party vendors, modularity, service design, house of quality, third party logistics
Subjects: H Social Sciences > HD Industries. Land use. Labor
T Technology > TK Electrical engineering. Electronics Nuclear engineering
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:
Last Modified: 14 Oct 2016 09:12

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