Abstract
To make value-added products and services in compensation for volume reduction due to dematerialisation, a new engineering methodology which analyses services rather than just material products is needed. The design process of services needs to include an importance analysis that allows the designer to know which aspect of a service should be emphasised. The objective of this paper is to develop a method to evaluate the quality of the service delivery process. In this study, a service blueprint is used to represent the service delivery process, and the function structure is used to identify the relationship between customer values and the service delivery process. In this paper, the Kano model is introduced to the function structure in order to classify the function quality, and the Quality Function Deployment (QFD) matrix is used to evaluate the service delivery process. The proposed method is verified through its application to an existing service case.
