Abstract
Improving service logistics is crucial in order to reciprocate customer needs. The paper aims to validate the Logistics Service Provider (LSP) Lifecycle Model for re-designing logistics service in three LSP case studies in Thailand. The lifecycle-stage evaluation was adapted to identify the current status in its lifecycle. Afterward, logistics service strategies were implemented according to the voice of the customer by Quality Function Deployment (QFD). The study combined the Logistics Service Provider (LSP) Lifecycle Model with the application of Industry 4.0 (I4.0) to improve service logistics. Case studies showed the implementation of the service logistics strategies with the feasibility solution of Industry 4.0.
Highlights
Global enterprises fulfill customer satisfaction with trust and royalty [1,2]
Customer satisfaction can be recorded as Customer Requirements (CRs), which is translated into Engineering Characteristics (ERs) to offer what customer needs [15,16]
In the case of Logistics Service Provider (LSP), limited research has clearly demonstrated the benefits of implementing the Industry 4.0 concept [71,72], especially for re-designing service to accommodate customer needs depending on their lifecycle stages
Summary
Global enterprises fulfill customer satisfaction with trust and royalty [1,2]. The service sector is extremely significant in this competition [3,4]. The Logistics Service Provider (LSP) has become a role for smoothing cooperation, progressing association, and improving the value-added throughout the entire supply chain [5,6]. Service innovation and efficiency improvement are needed to respond to the complexity of customer requirements [8]. The LSP Lifecycle Model was created to improve customer satisfaction throughout the whole lifecycle of the logistics services, comprising such states of the lifecycle as design, test, logistics operation, after-sales service, service evaluation, and decomposition. The evaluation is needed to classify the phase of logistics service, which can be recognized to improve logistics services. The development and re-designing are important parts for examining service innovation in response to customer needs [11]. Logistics service can be improved or develop new service from the Voice of Customer (VOC) [14,17,18,19,20]
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