航空貨運產業是相當複雜的物流鏈體系，原因有二：一是航空貨運產業包含了很多的上下游介面，分別為貨主、物流中心、貨物代理商、承覽業、當地運輸業、報關行、航空貨運站、海關、地勤公司以及航空公司；二是航空貨運產業存在跨國性的介面，當航空貨運站或地勤公司或航空公司的作業產生延遲或錯誤時，將對其它國家的航空貨運相關作業造成不良影響。因此，它的流程設計以及管理工作必需打破封閉的單一組識觀念。然而，本文研究的對象即為航空貨運站，研究的範圍為航空貨運站的服務流程設計。
本研究的目的是發展一個以品質機能展開為基礎架構的服務流程設計方法，並包括了一個完整的個案研究。該服務流程設計方法整合了品質機能展開、平衡計分卡以及限制理論，它可以同時滿足企業的三種關係人(員工、股東與消費者)的期望與需求。本文分成三個階段來展開航空貨運站的服務流程設計工作：第一階段是藉由平衡計分卡來建立四個構面以及關鍵績效指標；第二個階段是針對內部流程構面，藉由連結限制理論以發展出行動方案；第三個階段則是藉由品質機能展開方法的架構來整合平衡計分卡與限制理論，將關鍵績效指標與行動方案分別轉換為航空貨運站在設計擴建計劃時的設計需求項目與技術需求項目。
另外，藉由本研究提出的架構，本文有系統式的呈現個案研究內容。透過現況分析、文獻探討以及問卷調查結果，來連結平衡計分卡的架構，以展開獲得第一階段的23個關鍵績效指標。根據第一階段的分析結果，第二階段是經由限制理論的思維過程來展開內部流程構面，以獲得40個行動方案。在第三階段裡，以品質機能展開來整合第一階段與第二階段的分析結果，並以品質屋呈現之。品質屋的內容除了包括第一階段的關鍵績效指標以及第二階段的行動方案之外，還有建立詳細的關係矩陣、重要性矩陣、技術評估矩陣以及目標值矩陣。因此，透過本研究所建立的整合型品質機能展開架構，可以提供在設計航空貨運站的內部流程構面之參考。

The air cargo industry is a complex logistics chain due to two reasons. First, there are many upstream and downstream interfaces in the air cargo industry, including shippers, distribution centers, cargo agents, forwarders, local transporters, brokers, air cargo terminals, customs, ground services, and carriers. Second, due to the international interfaces exist in the air cargo industry, the global air transportation system will be affected if the service process of air cargo terminal or ground service or carrier is delay or inaccurate. Therefore, the air cargo industry should concentrate on service process design and management beyond organizational boundaries. Of these, this study focuses on the service process design for air cargo terminals.
The objective of this study is to develop an integrated service process design based on quality function deployment and to present a case study for an air cargo terminal. This work integrated the methodologies of quality function deployment, balanced scorecard, and theory of constraints to ensure that the internal process design meet the needs of employees, shareholders, and customers, concurrently. Within the first stage of deployment, the four perspectives and key performance indicators were established through the balanced scorecard. With the thinking process of theory of constraints, the initiator’s actions for the internal process perspective were uncovered in the second stage of deployment. Through the integration of balanced scorecard and theory of constraints with quality function deployment, key performance indicators and initiator’s actions were transformed into the design requirements and technical requirements for the expansion project of the case company.
Additional, this study applied the proposed integrated approach systematically to a case study. From the stage one, the 23 key performance indicators were found through the analysis of balanced scorecard. From the stage two, the 40 initiator’s actions for the internal process perspective were uncovered after the deployment of thinking process. Finally, the house of quality is built for designing the service process of the air cargo terminal based on quality function deployment.

Anonymous, (2002, July). Issues and trends, Transportation & Distribution, Retrieved October 8, 2005, from http://www.findarticles.com/p/articles/mi_hb3566/is_200207
Aryanezhad, M. B. & Komijan, A. R. (2004). An improved algorithm for optimizing product mix under the theory of constraints. International Journal of Production Research, 42(20), 4221—4233.
Ahn, H., (2001). Applying the balanced scorecard concept: an experience report. Long Range Planning, 34, 441—461.
Blackstone, J. H. Jr. (2001). Theory of constraints—a status report. International Journal of Production Research, 39(6), 1053—1080.
Chen, C. H. & Chou, S. Y. (2004, July). A BSC framework for air cargo terminal performance improvement: a case study, ISPE international Conference on Concurrent Engineering, China, 11, 823—828.
Chen, C. H. & Chou, S. Y. (2005a). A Hybrid Framework for Service Design of Air Cargo Terminals: A Case Study. International Journal of Business and Strategy, 6(3), accepted.
Chen, C. H. & Chou, S. Y. (2005b). A BSC framework for Air Cargo Terminal Design: Procedure and Case Study. Journal of Technology, 22(1), accepted.
Chen, J. & Chen J. C. (2001). QFD-based technical textbook evaluation—procedure and a case study. Journal of Industrial Technology, 18(1), Retrieved March 14, 2005, from http://www.nait.org/jit/Articles/chen110701.pdf
Clasen, C., Meyer, C., Brun, C., Mase, W. & Cauley, K. (2003). Development of the competence assessment tool—mental health, an instrument to assess core competencies for mental health care workers, Psychiatric Rehabilitation Journal, 27(1): 10—17.
Dajani, J. S. & Gilbert, G. (1978). Measuring the Performance of Transit Systems, Transportation Planning and Technology, 4: 97—103.
Ermer, D. S. & Kniper, M. K. (1998). Delighting the customer: quality function deployment for quality service design. Total Quality Management, 9(4/5), 86—91.
Evans, J. R. & Dean, J. W., Jr. (2003). Total quality: Management, organization, and strategy (3rd ed.). Mason, OH: South-Western. pp.88—105
Fielding, G. J., Glauthier, R. E. & Lave, C. A. (1978). Performance Indicators for Transit Management, Transportation, 7: 365—379.
Foster, S. T. (2001). Managing quality: an integrative approach. Upper Saddle River, NJ: Prentice-Hall. pp.180—186.
Goldratt, E. M. (1987). Essays on the theory of constraints. Great Barrington, MA: North River Press Publishing Corporation. pp.1-2—1-5, p.5-1.
Goldratt, E. M. (1992). The goal: a process of ongoing improvement. Great Barrington, 2nd Ed., MA: North River Press Publishing Corporation. pp.303—318.
Goldratt, E. M. (1994). It’s Not Luck. Great Barrington, MA: North River Press Publishing Corporation. pp.186—187.
Golicic, S. L., McCarthy, T. M. & Mentzer, J. T. (2003). Conducting a market opportunity analysis for air cargo operations, Transportation Journal, 42(4), 5—15.
Hellriegel, D. & Slocum, JR. J. W. (1974). Organizational climate: Measures, research and contingencies. Academy of Management Journal, 17: 255—280.
Hoy, W. K., Smith, P. A. & Sweetland, S. R. (2003). The development of the organizational climate index for high schools: its measure and relationship to faculty trust. The High School Journal, 86(2): 38—49.
Kaplan, R. S. & Norton, D. P. (1992, January-February). The balanced scorecard—measures that drive performance. Harvard Business Review, 71—79.
Kaplan, R. S. & Norton, D. P. (1993, September-October). Putting the balanced scorecard to work. Harvard Business Review, 134—147.
Kaplan, R. S. & Norton, D. P. (1996, January-February). Using the balanced scorecard as a strategic management system. Harvard Business Review, 75—85.
Kaplan, R. S. & Norton, D. P. (2004, February). Measuring the strategic readiness of intangible assets. Harvard Business Review, 52—63.
Klein D. J. & Debruine, M. (1995). A thinking process for establishing management policies. Revies of Business, 16(3), 31—37.
Kor, Y. Y. (2003). Experience—base top management team competence and Sustained growth, Organization Science, 14(6): 707—719.
Lantz, A. & Friedrich, P. (2003). Learning in the workplace – an instrument for competence assessment, The Learning Organization, 10(3): 185—194.
Lai, K. H., Ngai, E. W. T. & Cheng, T. C. E. (2002). Measures for evaluating supply chain performance in transport logistics, Transportation Research Part E, 38, 439—456.
Lee, C. C. & Chen, Y. C. (2003). The integration of Taiwanese and Chinese air networks for direct air cargo services, Transportation Research Part A, 37, 629—647.
Lee, S. F. & Ko, A. S. O. (2000). Building balanced scorecard with SWOT analysis, and implementing “Sun Tzu’s The Art of Business Management Strategies” on QFD methodology. Managerial Auditing Journal, 15(1/2), 68—77.
Lee, S. F., Lo, K. K., Leung, R. F. & Ko, A. S. O. (2000). Strategy formulation framework for vocational education: integrating SWOT analysis, balanced scorecard, QFD methodology and MBNQA education criteria. Managerial Auditing Journal, 15(8), 407—414.
Lobo, I. & Zairi, M. (1999a). Competitive benchmarking in the air cargo industry: part I. Benchmarking: An International Journal, 6(2), 164—190.
Lobo, I. & Zairi, M. (1999b). Competitive benchmarking in the air cargo industry: part Ⅱ. Benchmarking: An International Journal, 6 (3), 220-238.
Lobo, I. & Zairi, M. (1999c). Competitive benchmarking in the air cargo industry: part Ⅲ. Benchmarking: An International Journal, 6 (4), 302-309.
Moorman, R. W. (2000, October). Air cargo on a roll in Hong Kong. Aviation Week & Space Technology, 153(15), 56—57. Retrieved August 16, 2002, from ProQuest ABI/INFORM database.
Nahm, Y. E. & Ishikawa, H. (2004). Integrated product and process modeling for collaborative design environment. Concurrent Engineering: Research and Applications, 12(1), 5—23.
Ozgener S. (2003). Quality function deployment: a teamwork approach. TQM & Business excellence, 14(9), 969—979.
Poli, P. M. & Scheraga, C. A. (2003). A balanced scorecard framework for assessing LTL motor carrier quality performance. Transportation Quarterly, 57(3), 105—132.
Porter, M. E. (1980). Competitive strategy: Techniques for analyzing industries and competitors. New York: Free Press. pp.5—7.
Porter, M. E. (1985). Competitive strategy: Creating and sustaining superior performance. New York: Free Press. pp.4—10.
Protti, D. (2002). Proposal to Use a Balanced Scorecard to Evaluate Information for Health: An Information Strategy for the Modern NHS, Computer in Biology and Medicine, 32: 221—236.
Rahman, S. (1998). Theory of constraints: a review of the philosophy and its applications. International Journal of Operations and Production Management, 18(4), 336—355.
Renaud, J., Lefebvre, A. & Fonteix, C. (2004). Improvement of the Design Process through Knowledge Capitalization: An Approach by Know-how Mapping, Concurrent Engineering: Research and Application’s, 12(1): 25—37.
Rouse, P., Putterill, M. & Ryan, D. (2002). Integrated performance measurement design: insights from an application in aircraft maintenance. Management Accounting Research, 13(2), 229—248.
Seneviratne, P. N. & Martel, N. (1994). Variables Influencing Performance of Air Terminal Building, Transportation Planning and Technology, 16: 3—28.
Spencer, M. S. (2000). Theory of constraints in a service application: the Swine Graphics case. International Journal of Production Research, 38(5), 1101—1108.
Stein, R. E. (1997). The theory of constraints: Applications in quality and manufacturing. 2nd ed., Marcel Dekker, New York, pp.13—44.
Wasserman, G. S. (1993). On how to prioritize design requirements during the QFD planning process. IIE Transactions, 25(3), 59—65.
Wilson, H. W. (2003). A Balanced Scorecard Framework for Assessing LTL Motor Carrier Quality Performance, Transportation Quarterly, 57(3): 105—132.
Yang, C. L. (2002). New product development management: An integrated approach for design and positioning, procedure, and performance evaluation. Ph. D. Dissertation, Department of industrial management, National Taiwan University of Science and Technology, in Chinese, pp.38—41.