Service center location selection of an international express company under resource constraints

[[abstract]]國際快遞企業與顧客最密切連接的部分就是服務中心，它扮演寄件地與收件地之間貨件移轉的重要角色。一個理想的服務中心設施位置可以增加企業與顧客之間的關係，也可以改善企業績效與競爭力。國際快遞企業屬於服務業，非常重視顧客的需求，故在評選服務中心位置時，將顧客聲音納入選擇考量是必須的。 本研究利用品質機能展開收集顧客對服務的要求，再透過二次矩陣（品質屋）將顧客要求、績效指標、與質性位置準則做正確的結合。其中，利用層級分析法解決傳統品質機能展開無法指出各顧客要求相對重要性之缺失，與評估各候選位置在質性準則下的得分。最後，利用模糊目標規劃解決目標與限制模糊的特性，和不同目標之間尺度相加的問題，以提供一個更完整的服務中心位置評選模式。 研究結果發現，在第一個品質屋中（1）準時安全、（2）正確、（3）快速地將貨物運送至目的地、（4）針對運輸途中問題的解決、與（5）貨物遺失或毀損情況時能提供迅速且負責的處理方式，為五個重要的顧客要求。另外，發現（1）整體的顧客滿意度、（2）運送時間、與（3）轉運時間為重要的績效指標。在第二個品質屋中，則發現（1）周邊運輸路網的健全程度、與（2）接近運輸設施為重要的質性位置準則。接著，利用層級分析法得到各候選位置的設置價值。最後，利用模糊目標規劃得到在“最大化總設置價值”與“最小化總設置成本”二項可量化準則，選出位置二為最佳服務中心的新廠址。最後，探討優先模糊目標規劃與並進模糊目標規劃二種不同模式，以瞭解其對決策結果的影響，以提供企業在不同決策環境下的參考。[[abstract]]Service center is a critical link between International express companies and their customers. An ideal service center location can not only improve the relationship between companies and their customers, but also enhance companies’ performances and competitiveness. Since customers are the focus of an international express company, Voice of Customer (VOC) should be considered in service center selection process. In the study, customer’s needs and wants are colleted via Quality Function Deployment (QFD). Relationships among customer’s needs, performance measures, and qualitative selection criteria are evaluated through two matrices (Houses of Quality; HOQ). Analytic Hierarchy Process (AHP) is applied to overcome conventional QFD’s shortcomings to identify relative importance of these needs. Finally, Fuzzy Goal Programming (FGP) model is used to deal with fuzziness of decision criteria and constraints and to solve the scaling problem of crispy Goal Programming. Research results indicate that in the first HOQ, five most important needs are identified: delivering goods to destination (1) punctually, safely, (2) correctly, and (3) quickly, and taking prompt measures to handle the problems (4) when goods are in transit or (5) when goods are lost or damaged. Overall customer satisfaction, transportation time, and transfer time are corresponding major performance indices. In the second HOQ, critical qualitative selection criteria - completeness of the transportation network and nearness to transportation facilities are recognized. Qualitative value for each candidate location is then decided using AHP. Candidate location #2 is selected as the best location using FGP under the criteria – maximization of total qualitative value and minimization of investment cost. Finally, FGP with and without preemption are discussed to understand their effects on decision results