| Summary: | 碩士 === 中原大學 === 工業工程研究所 === 92 === Selecting qualified suppliers is an extremely tough task; the key considerations are how to choose the selection factors and how to determine their importance among one another. However, most selection models used in industries and developed in the literature seldom consider customer satisfaction. From the point of view of practice, it is not sufficient. It is also the motivation of this study.
The research is based on practical cases and develops a customer satisfaction oriented supplier selection model. In the beginning of developing the model, we need to investigate where the customer are not satisfied. Secondly, we pass down customer’s concerns and perform the quality function development (QFD) method with the fuzzy <a href="http://www.ntsearch.com/search.php?q=Delphi&v=56">Delphi</a> method and the fuzzy analytic hierarchy process (fuzzy AHP) method. Finally, we could obtain selection factors and their weights for qualifying suppliers.
In order to prove the customer satisfaction model developed in this study, we apply the model to eleven suppliers of a chosen manufacturing company with practical data, including historical performance data of these suppliers. Meanwhile, this study performs a comparison with another three methods: the current model used in the manufacturing company, the TOPSIS selection model, and the AHP selection model. The result shows that the customer satisfaction model has the best correlation with the current suppliers’ performance.
|
|---|
