Integrating usage information into quality function deployment for further PSS development

Abstract Product service systems (PSSs) acquired great attention in the era of the Internet-of-Things and cyber physical systems. Developing a method connecting usage information obtained through use processes with further product and service developments is necessary. This study uses grey-box modeling approach integrating a model-based PSS design with data-driven improvement through usage information and proposes an extension of the quality table in the quality function deployment methodology, including “usage’s quality required by manufacturer” and “quality element of user” as usage information. The framework enables new evaluation processes showing how product’s functions affect user’s usage and how user’s characteristics affect product quality.