LAPSE:2021.0746
Published Article
LAPSE:2021.0746
Integrating FMEA and the Kano Model to Improve the Service Quality of Logistics Centers
Ling-Lang Tang, Shun-Hsing Chen, Chia-Chen Lin
October 11, 2021
This study uses the logistics center of a large organic retail store in Taiwan to analyze service blueprint and workflow, identifying the potential points of failure and thus serving as a basis for quality improvement. The failure mode and effect analysis (FMEA) model is an effective problem prevention methodology that can easily interface with many engineering and reliability methods. The utilized method integrates the failure mode and effect analysis (FMEA) and the Kano model to explore the possible occurrence of failures in the internal workflow and services of the studied logistics center. A two-stage survey was conducted. In the first stage, an investigation was conducted by 20 logistics experts on the FMEA’s key service failures. In the second stage, a questionnaire was filled out by 220 store staff to summarize the logistics service quality factors found in the Kano model. The results show that the degree of attention and satisfaction in the priority improvement items when there were service failures vary among the opinions of different internal employees and customers. The participants jointly believed that the items that need improvement are “Damaged incoming goods” and “A shortfall in the quantities of delivered goods”.
Keywords
failure mode and effect analysis (FMEA), Kano model, logistics center, service failure, service quality
Suggested Citation
Tang LL, Chen SH, Lin CC. Integrating FMEA and the Kano Model to Improve the Service Quality of Logistics Centers. (2021). LAPSE:2021.0746
Author Affiliations
Tang LL: College of Management, Yuan Ze University, Taoyuan 32003, Taiwan
Chen SH: Department of Marketing & Distribution Management, Oriental Institute of Technology, New Taipei 22061, Taiwan [ORCID]
Lin CC: College of Management, Yuan Ze University, Taoyuan 32003, Taiwan
Journal Name
Processes
Volume
9
Issue
1
First Page
pr9010051
Year
2020
Publication Date
2020-12-29
Published Version
ISSN
2227-9717
Version Comments
Original Submission
Other Meta
PII: pr9010051, Publication Type: Journal Article
Record Map
Published Article

LAPSE:2021.0746
This Record
External Link

doi:10.3390/pr9010051
Publisher Version
Download
Files
[Download 1v1.pdf] (934 kB)
Oct 11, 2021
Main Article
License
CC BY 4.0
Meta
Record Statistics
Record Views
324
Version History
[v1] (Original Submission)
Oct 11, 2021
 
Verified by curator on
Oct 11, 2021
This Version Number
v1
Citations
Most Recent
This Version
URL Here
https://psecommunity.org/LAPSE:2021.0746
 
Original Submitter
Calvin Tsay
Links to Related Works
Directly Related to This Work
Publisher Version