Applying quality function deployment to quality management of product service system

Quality management of product service system (PSS) should not only consider product quality but also service quality. Product quality and service quality is so different that PSS quality management is difficult. The purpose of this paper is to propose an efficacious method for PSS quality management. QFD is a structured method in which customer requirements are translated into appropriate technical requirements for each stage of product and service provision, it has been widely used in production and service respectively. Basing on the PSS blueprint, five stages QFD method has been propose to quality management of PSS. The point work in QFD application is defining whats and hows. Whats include convenience, reliability, responsiveness, empathy and tangibility, while hows is composed of product design, product line design, channel system, recovery system, staff training.