Abstract
Purpose: To explore the ways to improve the quality of freight forwarding services, to reduce transport constituent in price as well as the possibilities to improve supply chains in modern conditions using quality management methods. To evaluate the possibilities and to select a priority freight forwarding company in accordance with cargo owner requests. To do this, first to analyze the needs of cargo owners for transportation and then to transfer the cargo owner’s requests into technical and technological requirements for being provided services with the help of “quality house” matrix. To analyze the possibilities of integration of expert assessment into quality function development methodology. Methods: Quality function development method, quality house design, pairwise matching method, order scale design. Calculating procedure for concordance value is presented. Results: The necessity to transfer cargo owner requests into technical and technological characteristics is shown in order to align the requirements on delivery chain and being provided services. The general provisions for quality house design are presented for the possibility of using the expert method at the stage of evaluation of competing freight forwarding companies. Practical importance: The possibility of improving services quality in freight forwarding companies in accordance with cargo owner requirement is shown.
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