Improving the Operations in a Logistics Company: A Case Study in Turkey

Abstract

With the rapid increase in the world population the amount of demand and the number of customers that companies from each sector must meet have increased simultaneously. It is clear to see that consumer demands are shifting from mass production and mass personalization to full personalization with the globalizing world. Accordingly it has become imperative for companies to make predictions that are more accurate and provide services to meet all their needs in order to remain active in the sector. In this context companies have begun to focus on methods to protect and strengthen the bond between the consumer and the company. Especially in the service sector it is vital to fully understand and meet customer needs. Consumers demand full customization from service providers. In this study a user survey was developed to directly understand the needs of consumers to a third-party logistics service provider. After the survey in which consumers state their basic needs and importance levels they are integrated with the Quality Function Distribution (QFD) method to understand the results. What can be done to meet customer needs thus obtaining a competitive advantage over competitors in the industry. © 2020 Elsevier B.V. All rights reserved.