Applying Data Envelopment Analysis to Improve Multilayer Qfd Framework: an Empirical Study on Ocean Freight Forwarder Service

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Project title

Code/計畫編號

MOST107-2410-H019-020

Translated Name/計畫中文名

應用資料包絡分析法改良多層次品質機能展開法:以海運承攬運送業為例之實証研究

Project Coordinator/計畫主持人

Sheng-Teng Huang

Funding Organization/主管機關

National Science and Technology Council

Co-Investigator(s)/共同執行人

游明敏

Department/Unit

Department of Transportation Science

Website

https://www.grb.gov.tw/search/planDetail?id=12675826

Year

2018

Start date/計畫起

01-08-2018

Expected Completion/計畫迄

31-07-2019

Co-Investigator(s)

Ming-Miin Yu

Bugetid/研究經費

651千元

ResearchField/研究領域

經濟學

本研究計劃旨在運用資料包絡分析法來改良多層次品質機能展開架構，並運用所提出之研究方法來計算品質屋權重來幫助海運承攬運送業者提升服務品質。多層次品質機能展開法已被應用於衡量散裝船運業服務品質、貨櫃碼頭營運與國際機場的營運服務品質，此研究方法的特性在於可同時考量多方的服務需求來建構品質屋。相較於傳統品質機能展開法，多層次品質機能展開法似乎是能同時將顧客與服務提供者的心聲轉換為技術需求的好方法。然而，本研究計劃將指出幾項多層次品質機能展開法在資料分析流程上的缺點，並提出解決方案來改良所指出的缺點。本研究計劃的特色可從三方面來了解。第一，藉由完成建構服務提供者的品質屋，來考量執行技術需求的成本因素，並將此成本考量帶入顧客的品質屋求解。第二，顧客品質屋的顧客需求權重與相關矩陣權重將運用資料包絡分析法之模式求解。第三，在顧客品質屋之技術需求權重決定上，本研究採用上界與下界的數值模式取代傳統品質機能展開法的數值來算出最終的技術需求的權重。最後，顧客品質屋的技術需求排序將被用來制定服務品質提升的解決方案。本實證研究將以海運承攬業為案例，為本計劃提出研究方法的應用範例，在完成本計劃後將呈現其數值分析的流程與結果以供海運承攬業經營者、海運政策制定者與其他利害關係人作為決策的參考依據。The aim of this project is to improve multilayer quality function deployment (QFD) framework by applying data envelopment analysis (DEA) for calculating the house of quality (HoQ) for evaluating the quality of ocean freight forwarder. Multilayer QFD is applied for measuring service quality in the dry bulk shipping, container terminal operation and airport operation with its feature to consider multi-party’s consideration for constructing house of quality. Comparing with traditional QFD, multilayer QFD seems to be good tool to transform the voice of customer and service provider into technical requirement for quality improvement. However, this project aims to point out several shortcomings of multilayer QFD framework in terms of data analysis process and propose solutions for dealing with these shortcomings.The features of this project may be threefold. First, incorporating cost factors of executing technical requirement through completing the service provider’s HoQ, and this project will take them into account for calculating the customer’s HoQ. Second, the relative weight of customer requirement and technical requirement in customer’s HoQ will be determined by DEA. Third, the technical requirement of HoQ will be calculated by upper and lower bound value to determine the final value in customer’s HoQ. Finally, the priorities of technical requirements are explored for determining the suitable solutions of quality improvement. An empirical study on ocean freight forwarder is explored and numerical example of the proposed method will be introduced after completing this project. Implication will be revealed for the ocean freight forwarder practitioner, maritime policy maker, and other stakeholder as reference of decision making

Keyword(s)

資料包絡分析法
多層次品質機能展開法
海運承攬運送業者
品質屋
data envelopment analysis
multilayer quality function deployment
ocean freight forwarder
house of quality

DSpace CRIS

Applying Data Envelopment Analysis to Improve Multilayer Qfd Framework: an Empirical Study on Ocean Freight Forwarder Service

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