The purpose of this paper is to improve service quality of international freight forwarders and explore practical business solutions to enhance customer service level. Freight forwarder usually acts as an agent to source logistics service for shipper and work closely with carriers such as...

The aim of this paper is to investigate the performance of the Delphi group consensus forecasting for the shipping industry and related technology. The Delphi method is the most popular technique for technological and long term forecasting. Based on the opinions of experts, Delphi is an aid in...

The aim of this paper is to investigate the role of Key Performance Indicators (KPIs) in third party ship management and their contribution to the Shipping Performance Index (SPI). This research is mainly motivated from the SPI initiative which is established by the InterManager for the...

The aim of this paper is to improve the quality function deployment (QFD) method by utilizing requirements of both the major customer and the service provider. The QFD method was first applied to the shipbuilding industry and the main goal of the method is to improve the production processes by...