Abstract
Although it has been long believed that the better quality of a product will provide better satisfaction to the customer, it is no longer true due to the frequent and extensive changes in our situations. Formerly designers could foresee the operating conditions and could provide suitable functions that worked best for those conditions. But frequent and extensive changes in our situations make it difficult for the designer to predict the operating conditions and it is the user who can understand what is happening now. What our customers expect from us, producers is to provide a machine which will operate as they expect. In other words, our customers feel greatly satisfied when they feel their judgments and decision makings are adequate. This is more of an emotional engineering issue than that of how we can provide better functions. Therefore, the quality of a product should be re-examined from the standpoint of emotional engineering because quality is nothing other than the expectations of our customers.
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