根据该模型，顾客首先对服务质量的技术质量（technical service quality）和功能质量 （functional service quality）进行评价，对服务质量这2个维度的评价进而影响顾客对公司形象的评价，最终形成对服务质量的总体评价。
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Stakeholder requirements are translated into system requirements that define what the system must do (functional requirements) and how well it must perform (quality of service requirements).
涉众需求会转化为系统需求，该需求定义了系统必须执行的操作(功能性需求)，以及必须实现的程度(服务需求的质量)。
As with traditional (non-SOA) approaches, the design needs to address both functional (such as use cases and business processes) and nonfunctional (such as quality of service, or QoS) requirements.
如果使用的是传统的(非soa的)方法，则设计需要处理功能性(如用例和业务流程)和非功能性(如服务质量，即QoS)需求。
The deployed services must be monitored and managed for quality of service and adherence to non-functional requirements.
为了服务质量和非功能性的需求，必须监视和管理已经部署的服务。
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