针对目前服务设计的研究中较少考虑顾客需求这一现状，提出了基于QFD的服务设计框架，并对快递服务设计进行研究。通过构建质量屋，将顾客需求转化为快递服务要素，并对快递服务要素进行基于顾客满意的综合评价，对评价结果进行优化。优化得到的结果再返回到顾客需求，如此形成一个动态反馈的循环过程，从而达到提高快递服务质量的目的。%At present, the study about service design considers a little for the customers' needs, so, this paper proposes a service design framework based on QFD and makes a research on delivery service. By building house of quality, we transform the customer needs into delivery service elements, and make a comprehensive evaluation based on customer satisfaction, and also optimize the results of the evaluation. Optimization results can be returned to the customers' needs to form a dynamic feedback cycle, so as to improve the quality of delivery service.
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