Multi-dimensional Service Improvement Under the Multi-customer Nature of Container Terminals

摘要: This paper investigates the complex environment of container terminal management under multi-customer problem through case East Asian Terminals. Container terminals are service providers to cargo owners (i.e., shippers) as well liner shipping firms carriers) while priorities and requirements may differ. Terminal operators should define equilibrium quality configuration services subject its own constraints (e.g., financial sustainability). The mainstream approach for evaluation needs focus on a particular customer (or group customers) ceteris paribus. In this paper, multi-layer function deployment (ML-QFD) method is applied in two-customer context (shippers carriers). ML-QFD capable merging diversified perspectives several customers delivering an outcome which satisfy both stakeholders cooperative approach. Rather than indefinite superficial recommendations, gets point finds specific technical measures improve intended problem. Empirical results (East sample) indicate that shippers carriers fundamentally demand cheaper also require rapid operations common with literature. For achieving (in equilibrium), role human resource management, operational excellence automation emphasised by subjects.