Experience engineering: Age of process values

Abstract

It is pointed out that there are two kinds of experience. One is well known experience. Things we undergo in the course of time. This is past or extrinsic experience. In the past we accumulated pieces of experience and organized them into knowledge. But this approach has been effective because the situations did not change very often and extensively. Changes, however, occur very often and extensively these days and these changes are sharp so that they are unpredictable. In the day of smooth changes, knowledge based or rational approaches were effective, because we could predict the future. But today we cannot make any predictions. What becomes increasingly important today is how we can adapt to the changing situations quickly and flexibility. Thus, fast adaptability becomes a key word today. In order to gain fast adaptability, and to satisfy our customers at the same time, we have to pay attention to the other experience, intrinsic experience. In fact, experiment and experience come from the same Latin word experiri =try. To achieve this goal, we have to let our customers create experience and let them learn how to adapt to the situation quickly and flexibly. In other words, we have been focusing our attention to product values, but from now on, we should pay more attention to process values or value of creative experience.