This dissertation is to develop a framework of combining Balanced Scorecard (BSC) and Quality Function Deployment (QFD) with Analytic Hierarchy Process (AHP) and Analytic Network Process (ANP) and then to determine performance factors of container terminals with the frameworks. The BSC model for container terminals is designed and then is transformed into QFD in order to dertermine the priority of performance factors.
The methodology consist of three phases: Phase one begins with a relationship between financial perspective and customer perspective of BSC. The relationship between them establishes the body of QFD with AHP and the inter-dependency among factors of customer perspective forms the roof matrix of QFD. The bottom of QFD is formed by the priority of performance factors of customer perspective. The priority is determined by the supermatrix which is composed of the priority of financial factors, relationship matrix, and importance matrix of customer perspective.
Phase two builds QFD with a relationship between customer perspective and business process perspective of BSC, and Phase three makes QFD with a relationship between business process perspective and employee learning and growth perspective of BSC. The process of the second and third phase is the same as that of the first phase.
This analysis by above methodology determines the relative importance of performance factors of each perspective. The results of the analysis are described as followings: In the first phase, the priority of factors in customer perspective is harbor infrastructure, harbor service, material handling capacity, voyages increase rate, transit cargo increase rate, carreer retention in order. This means that container terminals should consider harbor infrastructure and material handling capacity first in order to improve performance of financial perspective. In the second phase, the priority of factors in business process perspective is coming and outgoing time of gate, utilization rate of container wharf, labor productiviry, gross equipment productivity, gross berth productivity, yard availability in order. In the final phase, the priority of factors in employee growth and learning perspective is information management of employees, education and training of employees, employee alignment, and evaluation and award of employees in order.
This dissertation provided a modified QFD model and represented a causal relationship among perspectives of BSC using the QFD to find out critical performance factors of container terminals. This modified QFD model is different from traditional models in that a correlation and relation matrix is presented. This combination of BSC and QFD with AHP and ANP contributes to more realistic and accurate representation of QFD models.