A Logistics Service Design Method And Its Application Based On Integration Of Kano’s Model And QFD

Promoted by the electronic commerce development，logistics plays an increasinglyimportant role in people everyday life and commercial activities. The fast development oflogistics not only has brought great convenience to people’s lives, but also highly enhancedthe operation efficiency of social and economic. However，a lot of logistics enterprises inChina are faced with enormous challenge. On the one hand, great cost pressure makes themhave to improve service prices to avoid losses; on the other hand, customers’ demand forhigh logistics service quality requires enterprise to establish effective logistics serviceoperation to improve logistics service quality.Just like the product quality to product design, high quality logistics service is alsoneed to be designed effectively. Compared with manufactured products, the specificcharacteristics of logistics services lead to the complexity of logistics services design. Howto accurately acquire customer requirements, and construct an effective logistics servicedesign method urgently needs theory innovation and practice verification.Considering the advantages of Kano model in acquisition of customer requirementsand QFD (Quality Function Deployment) as an effectively customer demand-driven designapproach, by designing a quantitative Kano’s model to overcome its qualitative deficiency,and introducing an approximate transfer function, we proposed an effective integrationmethod of Kano model and QFD. Then, considering the specific characteristics of logisticsservice, we further constructed a logistics service design model based on the integrationmethod, and analyzed the specific process of logistics service design. Finally, take theDebon logistics company as an application case, the effectiveness and feasibility of themethod is verified.