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Robust fuzzy quality function deployment based on the mean-end-chain concept: Service station evaluation problem for rail catering services

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  • Wu, Xin
  • Nie, Lei
  • Xu, Meng

Abstract

One task that catering services for high-speed railways (CSHRs) must accomplish is to identify and evaluate potential service stations before the design phase of the distribution system. Fuzzy quality function deployment (F-QFD) is one approach for processing the evaluation scheme by translating the basic requirements described in vague terms into actionable alternatives. However, fuzzy importance ratings obtained using F-QFD might be misleading because the approach does not consider the random fluctuations of the fuzzy importance ratings. This paper first proposes a two-phase robust F-QFD process that is integrated with a robust analysis to consider how the QFD process can interact with both the fuzziness and the randomness found in real-world management. Two indicators that measure absolute and relative robustness are proposed. Second, following the mean-end-chain concept, this paper considers the close relationship between the two phases by developing a set of robustness-oriented fuzzy goal programming (RFGP) models to determine the locations of potential service stations. Two robustness indicators are introduced into the two-phase RFGP models to mitigate the adverse effect of random fluctuations. To address the fuzzy and binary variables in the model of phase 2, a hybrid cross-entropy method (HCEA) is developed. The overall framework is termed two-phase robust F-QFD based on the mean-end-chain (MEC) concept (R2-F-QFD-MEC). A series of computational experiments demonstrate both the effectiveness of the framework and the benefits of the robustness-oriented F-QFD. A case study regarding 33 potential service stations along the Beijing–Shanghai high-speed corridor is used to demonstrate the applicability of the method.

Suggested Citation

  • Wu, Xin & Nie, Lei & Xu, Meng, 2017. "Robust fuzzy quality function deployment based on the mean-end-chain concept: Service station evaluation problem for rail catering services," European Journal of Operational Research, Elsevier, vol. 263(3), pages 974-995.
    • Handle: RePEc:eee:ejores:v:263:y:2017:i:3:p:974-995
    DOI: 10.1016/j.ejor.2017.05.036
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    References listed on IDEAS

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    Cited by:

    1. Wu, Xin & Nie, Lei & Xu, Meng & Yan, Fei, 2018. "A perishable food supply chain problem considering demand uncertainty and time deadline constraints: Modeling and application to a high-speed railway catering service," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 111(C), pages 186-209.
    2. Chao Song & Jian-Qiang Wang & Jun-Bo Li, 2020. "New Framework for Quality Function Deployment Using Linguistic Z-Numbers," Mathematics, MDPI, vol. 8(2), pages 1-20, February.
    3. Qiang Yang & Catherine Y. P. Chan & Kwai-sang Chin & Yan-lai Li, 2021. "A three-phase QFD-based framework for identifying key passenger needs to improve satisfaction with the seat of high-speed rail in China," Transportation, Springer, vol. 48(5), pages 2627-2662, October.
    4. Wu, Xin & Nie, Lei & Xu, Meng & Zhao, Lili, 2019. "Distribution planning problem for a high-speed rail catering service considering time-varying demands and pedestrian congestion: A lot-sizing-based model and decomposition algorithm," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 123(C), pages 61-89.
    5. Chin, Kwai-Sang & Yang, Qiang & Chan, Catherine Y.P. & Tsui, Kwok L. & Li, Yan-lai, 2019. "Identifying passengers’ needs in cabin interiors of high-speed rails in China using quality function deployment for improving passenger satisfaction," Transportation Research Part A: Policy and Practice, Elsevier, vol. 119(C), pages 326-342.

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