Developing supply chain security design of logistics service providers: An analytical network process-quality function deployment approach

Purpose – Supply chain security has been recognized as an important part of managing business risks. The purpose of this paper is to propose a methodology with systematic metrics for logistics service providers (LSPs) to develop their security design to meet customer demands. Design/methodology/approach – The study is based on a three-stage process of desk research, content validation test, and in-depth case study. The study demonstrates an integrated analytical approach which combines analytical network process (ANP) with quality function deployment (QFD), and then applies the approach to an international LSP. Findings – A case study of an international LSP shows how the ANP-QFD approach can be deployed to understand customers’ expectation for security and develop tactics and measures with the aim to achieve the desirable outcome for LSPs’ security design. Originality/value – The paper contributes to supply chain security literature and practice. This study is among the research taking the first step to use ANP-QFD to translate the customer requirements (CRs) for supply chain security into systematic metrics for LSPs to develop their security design. Results from such research into the development of security performance can benefit LSPs in terms of increasing the effectiveness and improving the customer orientation of security efforts. By extension, other firms can enhance their security design by referring to the case study and the integrated analytical method. The flexibility of this ANP-QFD approach offers leeway for firms to change the CRs and design requirements based on their unique circumstances.