Braking System Quality for Customer Satisfaction

A high quality providing customer satisfaction is first condition of success in contemporary automotive market, particularly for the subsystems having strong impact on road safety and riding comfort. Customer expectations with regard to the braking system performance are usually expressed in form of “voice statements”, i.e. not expressed explicitly, either quantitatively or statistically. The evaluation of the braking system quality that satisfies a customer makes problem. The newly developed fuzzy-set concept, dealing with fuzzy quantities and uncertainties, makes a convenient tool for those analysis. An application of fuzzy concepts to evaluate customer satisfaction of braking systems is elaborated in the paper in general terms.