A stand-alone technical product in many cases is not sufficient to fulfill customers' requirements. Machine tool manufacturers have already reacted to this fact by offering combinations of products and services, commonly known as technical Product-Service Systems (PSS). Today, nearly every machine tool manufacturer offers PSS. In order to stay competitive, quality leadership of PSS is a promising competitive strategy for machine tool manufacturers. Thus, it is necessary to develop a PSS specific quality management. However, key performance indicators and criteria for assessing the quality of PSS in the machine tool industry are currently missing. The aim of this paper is to present a customer-oriented approach for assessing the quality of PSS in the machine tool industry. This serves to ensure and continuously improve a long-term business relationship between a PSS provider and its customers. Use cases from the machine tool industry build the basis for this paper. To begin with, existing quality criteria of products and services in the machine tool industry are analyzed. These criteria are gathered by interviews with machine tool manufacturers, customer surveys and literature research. Next, interdependencies between product and service quality are identified. Then PSS-specific quality criteria are developed, which consider product and service quality criteria as well as their interdependencies. Finally, key performance indicators are presented in order to assess and benchmark the quality of PSS.

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Kurzfassung Rein technische Produkte sind nicht mehr ausreichend, um die Kundenanforderungen zu erfüllen. Werkzeugmaschinenhersteller bieten ihren Kunden daher seit längerer Zeit Kombinationen aus Sach- und Serviceprodukten, sog. technische Produkt-Service Systeme (PSS), an. Um die weltweite Wettbewerbsfähigkeit auch in Zukunft aufrecht zu erhalten, erscheint die Verfolgung einer Qualitätsführerschaft bei PSS als erfolgsversprechende Strategie. Derzeit existieren jedoch weder Qualitätskriterien noch -kenngrößen für die Bewertung der Qualität von PSS in der Werkzeugmaschinenbranche. Daher wird in diesem Fachbeitrag ein Vorgehen zur lebenszyklusorientierten Qualitätsbewertung von PSS in der Werkzeugmaschinenbranche vorgestellt.