1 استادیار گروه مدیریت، دانشکده مدیریت و حسابداری، دانشگاه شهید بهشتی‏
2 استادیار گروه مدیریت، دانشکده مدیریت، دانشگاه تهران‏
3 کارشناسی ارشد مدیریت صنعتی، دانشکده مدیریت و حسابداری، دانشگاه شهید بهشتی
عنوان مقاله [English]
Today world is changing rapidly. Communications are prevailing every day, information access becomes easier and competition for selling goods gets more sever. One can no more impose the customer to buying a good. It seems that the most successful manufacturers emphasize on an important principle; a simple and at the same time, difficult principle, namely “customer service management”. Supply chain management and logistics literature indicates that this principle has changed into a strategic goal for organizations. Companies have found out that with, more customers’ satisfaction and more market share can be obtained by enrichment of their logistics performance.
The methodology used in this research is based on quality function deployment (QFD) approach. It shows that the application of house of quality (HOQ) method improves the efficiency and effectiveness of logistics services and therefore leads to customers’ satisfaction. Also, in order to avoid subjective judgment weak points, fuzzy logic has been used. This methodology has been performed in “Pars Electric Company” for determining strategic activities in the strategic management of car radio.