Title: A knowledge and analytical-based intelligent system for customising logistics management

Authors: Harry K.H. Chow, K.L. Choy, W.B. Lee, T.C. Lam

Addresses: Department of Industrial and Systems Engineering, The Hong Kong Polytechnic University, Hunghom, Hong Kong. ' Department of Industrial and Systems Engineering, The Hong Kong Polytechnic University, Hunghom, Hong Kong. ' Department of Industrial and Systems Engineering, The Hong Kong Polytechnic University, Hunghom, Hong Kong. ' Logistics Manager E.W.W. Co. Ltd., Hong Kong

Abstract: In recent years, logistics service companies have been seeking numerous technologies and logistics information systems to support daily logistics operations. However, the planning and decision making of logistics activities is still done manually, where subjective judgment is made by Logistics Service Providers (LSP) through analysing multiple knowledge/information sources and various quantitative and qualitative criteria. In this paper, the use of an intelligent Decision Support System (DSS), namely, Knowledge and Analytical-based Intelligent System (KAIS), to embed the information communication and decision support technology in aiding such decision-making process is explained. KAIS is developed by integrating Analytic Hierarchy Process (AHP), Case-Based Reasoning (CBR) and portal technologies seamlessly, which is suitable for application in various dynamic logistics operations environment. By using KAIS in Eastern Logistics Limited (ELL), the overall logistics service quality and customer satisfaction level is significantly enhanced through making accurate decision and systematic planning of logistics operations.

Keywords: logistics management; case-based reasoning; CBR; analytical hierarchy process; portals; logistics services; customisatio; intelligent DSS; decision support systems; knowledge-based systems; decision making; service quality; customer satisfaction; information technology; information management.

DOI: 10.1504/IJITM.2007.011906

International Journal of Information Technology and Management, 2007 Vol.6 No.1, pp.40 - 62

Available online: 31 Dec 2006 *

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