Quality improvement in container port services: Quality function deployment

Quality Function Deployment becomes one of essential development tool of the current quality management with designing products or services prioritizing customer needs approach and providing a common language between customers and managers. In the past it was just only used for manufacturing processes. But today, with the development of service sector; Qualit Function Deployment is now used for many different fields of the service based companies. Today with the effects of the maritime transportation's essential role in world trade, seaports become central gateway of the transportation processes. After the major developments in containerization, port services turn into something more crucial for its users and force managers to provide better services. As a consequence of this knowledge, all the practices in the related research completely focuse on defining the demands of container port service users, and aim to develop a common language between customers and container port managers. Keywords: Container Port, Port Services, Quality Function Deployment