Claim

It is a complaint made by customers about the delivered product whose quality was below the standard or whose function doesn't work fully. It is divided into manifest claim and hidden claim. A manifest claim is a complaint made by customers to distributors or manufacturing companies, while a hidden claim is customers' underlying discontent which is not shown to distributors or manufacturing. Some measurements, the analysis of the causes, and the quality improvement are required to the former, while for the latter, it is necessary to make their underlying complaints explicit through market research and reflect them in the product.