Keep the Products Fresh: A QFD Approach to Improve the Logistics Service Quality of Cold Chain

With people's increasing requirements for fresh products, how to improve logistics service quality becomes a key issue for logistics service provider. The cold chain logistics service provided by the enterprises varies considerably in quality. Considering the diversification of consumer requirements, logistics service providers see customer satisfaction as the important decision factors. This paper introduces a method of quality function deployment (QFD) to discuss the service quality of cold chain logistics for fresh products, which will provide a better way to meet the customer requirements. Firstly, an index system of customer requirements for fresh products is found using analytic hierarchy process (AHP). Secondly, based on the internal service of enterprise, an index system of service technology is built. Then, a house of quality (HOQ) is formed through the establishment of correlation matrix between the customer requirements and service technology. Eventually, the method is applied in a company, translating the elusive customer requirements into corrective actions.