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. 2024 Oct 31;19(10):e0305202.
doi: 10.1371/journal.pone.0305202. eCollection 2024.

The performance model of logistic distribution centers: Quality function deployment based on the Best-Worst Method

Le Ngo Ngoc Thu  1 , Long Van Hoang  2 , Quynh Manh Doan  3   4 , Nguyen Tan Huynh  3   4
Affiliations

The performance model of logistic distribution centers: Quality function deployment based on the Best-Worst Method

Le Ngo Ngoc Thu et al. PLoS One. .

Abstract

This paper aims to evaluate the performance of logistic distribution centers (LDCs) by Quality Function Deployment (QFD) based on the Best-Worst Method (BWM). The originalities of this paper include: (1) exploring five constructs with 20 customer requirement attributes (CRAs) for LDCs' operations based on the SERQUAL model, (2) using the QFD model to identify five primary divisions and 18 corresponding service technical requirements (STRs) for LDCs' operations, (3) recognizing the top five STRs should be prioritized for the allocation of limited resources from House of Quality (HoQ), including cargo order (7.15%), value-added activities (6.68%), document preparation (6.31%), consolidating and assembling (6.10%), and document management (6.00%), (4) applying the Best-Worst Method (BWM) to estimate CRAs' relative weight. The proposed research model can provide a methodological reference to the relevant literature in association with logistics operations and multiple-criteria decision analysis (MCDA).

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Conflict of interest statement

The authors have declared that no competing interests exist.

Figures

Fig 1
Fig 1. The visualization of the house of quality.
Fig 2
Fig 2. Research framework.
Fig 3
Fig 3. The operating procedure of logistical distribution centers.
Fig 4
Fig 4. The roof of house of quality.
Fig 5
Fig 5. Ranking of STRs under different QFD models.
See this image and copyright information in PMC

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