000			01741naa a2200205uu 4500
001			8071617281910
003			OSt
005			20190211164029.0
008			080716s2008 xx ||||gr |0|| 0 eng d
100	1		_aCHEN, Chih-Hsien _935055
245	1	0	_aEnhancing the design of air cargo transportation services via an integrated fuzzy approach
260			_aOxfordshire, UK : _bTaylor & Francis, _cMay-June 2008
520	3		_aThis study presents an integrated fuzzy approach to service process design for air cargo transportation. Fuzzy Set Theory (FST), Balanced Scorecard (BSC), and Theory of Constraints (TOC) are integrated to ensure that the internal process design satisfies the requirements of employees, shareholders and customers. This integrated approach is constructed in three stages. During the first stage, the strategies, strategic objectives, and key performance indicators (KPIs) of the company are developed through the conceptual framework of BSC. During the second stage, the initiator's actions are developed via the five logic tools of TOC. Furthermore, in the third stage, through the integration of BSC and TOC with fuzzy quality function deployment (QFD), KPIs and the initiator's actions were transformed into the design requirements and the technical requirements. Finally, the house of quality (HOQ) was established to design the service process of air cargo transportation based on fuzzy QFD
700	1		_aCHANG, Yao-Hui _935056
700	1		_aCHOU, Shuo-Yan _935057
773	0	8	_tTotal quality management & business excellence _g19, 5-6, p. 661-680 _dOxfordshire, UK : Taylor & Francis, May-June 2008 _xISSN 14783363 _w
942			_cS
998			_a20080716 _b1728^b _cTiago
998			_a20081209 _b1026^b _cZailton
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c27078 _d27078
041			_aeng