A study of courier service quality improvement based on a two-stage QFD

Abstract

In order to reduce the subjective bias and blindness in express service quality improvement process, a new method has been proposed by comprehensively using PZB model, two-stage QFD and fuzzy set theory. In order to establish the two-phase QFD, the related factors for service quality improvement are abstracted along with the PZB model. Through the two-phase transformation of QFD method, express service demand can be transformed into the express service resources. Through the market research, the relative weight of each demand will be determined. Meanwhile, the two quality of house relation matrix can be determined by experts scoring, and can be described quantitatively by using the asymmetric triangular fuzzy number. According to the calculated weight of the express service resources, we can get the modified house of quality. At last, the presented method will be tested through examples. © Springer-Verlag Berlin Heidelberg 2013.