Fuzzy QFD approach for managing SCOR performance indicators

The Supply Chain Operations Reference (SCOR) KPIs are widely used to measure supply chain performances by industrial practitioners. However, it is still difficult to determine what actions should be carried out to improve the KPIs. This paper proposes a new fuzzy QFD approach to manage the SCOR KPIs. The SCOR KPIs are specified as “Whats” and the technical improvement actions (TIs) are specified as “Hows”. The proposed fuzzy QFD approach will prioritize the TIs to be implemented to achieve the target SCOR KPIs. A case study of bottled water manufacturing is used to demonstrate the application of the proposed approach. This paper is the first attempt to develop the fuzzy QFD approach to manage SCOR KPIs with a real industrial case study.