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The article discusses the features and application of the technology of deployment of quality functions. The objective of the article is to present an efficient methodology allowing transport companies to make management decisions in the field of improving the quality of transport services provided to cargo owners. The technique was developed based on the House of Quality model (matrix) in the framework of the Total Quality Management (TQM) concept. Using logical, graphic, factorial, comparative, balance methods and considered technology the article describes in detail the structure and the procedure for constructing the House of Quality matrix within the process of analysis of rail transportation companies and focusing on the features and criteria of customer preferences in the field of rail freight transportation. Actual examples were used to show particularities of provision of rail transportation services. The developed technique and recommendations may be useful for transport companies to proceed with multiple factor analysis if their activity in the field of quality management, to assess efficacy and identify priorities while making decisions aimed at increasing quality of transportation services.

For the competent organization and regulation of activities related to the management of the quality of service of transport processes, it is necessary to develop an effective quality management system for transport, the principles of which all participants in the transportation process would follow. This system already exists, but, in order to take into account external and internal changes occurring in market conditions, it should be regularly reviewed and updated to the prevailing market conditions. This article discusses in detail the features of the current quality management system for enterprises operating in the transport sector, using railway transport as an example.