Determining the revenue contribution of logistics customer service improvements: a multi criteria decision making approach

Decision Analytics

Table 4 Calculation of the case company’s LCS

	Lead time	Delivery reliability	Delivery quality	Delivery flexibility
Relative importance	38.9%	40.91%	11.39%	9.6%
Factor performance	97	98	95	90
Perfect state	100	100	100	100
Bottom state	85	85	85	85
Performance score	2.0	1.3	3.3	6.7
TFN $\tilde{A}$	0	0	0	0
TFN $\tilde{B}$	0	0	0	0.35
TFN $\tilde{C}$	0	0	0	0.65
TFN $\tilde{D}$	0	0	0.65	0
TFN $\tilde{E}$	1	0.65	0.35	0
TFN $\tilde{F}$	0	0.35	0	0
Aggregated result (fuzzy output)	(0, 0.0336, 0.0624, 0.074, 0.6867, 0.1432)
Company LCS	96.53%