FORD QUALITY

FORD QUALITY

With added benefits like a quieter ride, improved handling and luxury craftsmanship, Ford Motor Company is focused on putting quality first by building vehicles that are more connected, help protect occupants or help prevent accidents before they occur. Year by year, Ford has made significant and consistent strides to improve quality through a renewed commitment that touches every aspect of the vehicle process – from design to manufacturing to product launch. The cumulative effect of these disciplined, global quality standards earned Ford a record-breaking year, with 102 accolades for quality in 2007.

Combining customer feedback with advanced technologies has allowed Ford to further boost initial quality and longer-term reliability, resulting in dramatically improved owner satisfaction. According to research by RDA Group (April 2008), Ford is in a statistical dead heat with Toyota & Honda in initial quality. The quarterly study measures customer feedback from drivers of Ford vehicles as well as competitive makes and models and is commissioned by Ford.

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GET THE FACTS ON FORD QUALITY

New series of fact sheets demonstrate Ford’s achievements in quality.

Ford has recently launched an extensive series of fact sheets, aimed at documenting the strides Ford has made in designing, building and delivering quality vehicles. In fact, independent research from the 2009 U.S. Global Quality Research System (GQRS) survey shows that Ford’s quality surpasses Honda and is on par with Toyota.

The fact sheets reveal that Ford continues to be recognized for its quality gains. With 12 Ford Quality fact sheets in all, here are just a few of the highlights:

Designing Quality

Customer insights – A Ford research team identifies, defines and priorities customer needs to deliver customer-driven value in the form of desirable new colors, intricate stitching on seat cushions and other luxurious details that connote quality. Ford also uses “haptics” –the science of measuring how customers sense quality through touch – to determine optimum comfort levels.
Virtual design – Industry-exclusive tools allow Ford to quickly add various vehicle models into an existing facility, as well as evaluate tooling and product interfaces before costly installations are made on the plant floor. The result? Ford’s development time is now eight to 14 months faster than it was as recently as 2004. Other virtual technologies such as two virtual employees, nicknamed “Jack and Jill” provide data to predict and eliminate movements and fatigue concerns for workers, reducing manufacturing issues before prototypes are built.

Building Quality

Error-proof manufacturing – Computerized Direct Current (CDC) electric hand tools, affectionately known as “screwdrivers with brains,” tell operators whether all nuts and bolts are screwed into the vehicle at the right torque in precisely the right way.
Electrical system process checks – Ford’s end-of-line trials and current- based testing are major components of the pre-delivery process and have made Ford’s electrical systems the best among competitors.
Safety and security – Ford builds every vehicle with a focus not just on surviving crashes but avoiding them in the first place, which is why Ford is a consistent safety leader, earning five-star ratings.

Delivering Quality

Seat comfort – In addition to passing Ford’s industry-leading safety tests, Ford is committed to vehicle comfort. Case in point, Ford’s new Multi-Contour Seating with Active Motion™, available in the 2010 Taurus, gives the driver and front seat passenger a subtle massage designed to reduce fatigue. Seven inflatable bladders in each of the seats provide 6-way lumbar support, lumbar massage with a gently rolling pattern and “active motion” of the seat cushion.
Interior quietness – In four years, Ford’s wind noise rating has risen to best in class, according to GQRS. Ford achieved this due to the efforts of a manufacturing/product development team focused on closure systems.
Paint pioneers – Ford is pioneering new technologies, including an environmentally friendly anti-corrosion system that cuts paint shop water use nearly in half and reduces sludge production by 90 percent, as well as a three-part wet application process that reduces CO2 emissions by 15 percent. Ford leads the industry with fewer paint chips and scratches and better long-term durability, according to GQRS.
Download Ford Quality Fact Sheets

Flexible Manufacturing (.pdf)

Lean Product Development (.pdf)

Multi-Contour Seats (.pdf)

Quality: Beauty from the Outside In (.pdf)

Quality: Coating, Color and Appearance Say A Lot About Your Car – And You (.pdf)

Quality: Listening to Customers Creates the Voice of the Vehicle

Quality: Predicting the Future (Without a Crystal Ball) (.pdf)

Quality: Seeing Form and Function in a New Light (.pdf)

Quality: Taurus – More Than Just a Pretty Face (.pdf)

Quality: The Touching Tale of Haptics

Quality: Your Single Greatest Touch Point is Behind You

Quotes

“We want our customers to be thrilled with the paint on their vehicle from the day they drive it off the lot to the next month, the next year and far beyond. We know they like to make a statement with their vehicles, and an appealing, durable and lasting paint finish helps deliver that.” - Tim Weingartz, Ford Paint Materials Manager

“Understanding what customers will want and need tomorrow – or even next year – isn’t enough. We have to anticipate needs and desires farther out, so we can deliver to our customers in the best ways possible.” - Sheryl Connelly, Ford’s Global Trend Manager

“We know what quality sounds like because customers have told us. They’ve identified the difference between a ‘plasticky’ sound versus one that is solid and secure. We know the metrics of each, and we design to create those sounds customer prefer.” - Mark Vojtisek, Ford Manager of Vehicle integration

Released 2009-06-08

Suggested Tags: 2010 Taurus, Ford, Ford Motor Company, Ford Quality, Global Quality Research System, GQRS, Multi-Contour Seating with Active Motion, paint quality, smart screwdrivers, virtual manufacturing

FORD ADDS COMMUNITY, CHARITY ‘ADVANTAGE’ TO PLAN

Ford to Donate $20 to Susan G. Komen for the Cure® for Every Customer Test Drive

Ford Motor Company is committed to the fight against breast cancer, and is a proud supporter of breast cancer research and critical breast cancer services. Over the years Ford has dedicated more than $100 million to the Susan G. Komen for the Cure fight against breast cancer.

To further show their support, Ford will donate $20, up to $1 million, to the Susan G. Komen for the Cure® in the name of each prospective customer that test drives a Ford, Lincoln or Mercury vehicle through June 1. This charitable initiative will run alongside the Ford Advantage Plan, designed to boost consumer confidence by offering valued Ford customers a guaranteed 12 months of vehicle payments on any new Ford, Lincoln or Mercury vehicle up to $700 a month, if the customer loses his/her job.

Customers interested in a test drive can join in and participate by logging on to www.fordcares.com and getting a registration form and number to provide to their dealer. Customers participating in any upcoming Komen Race for the Cure event through June 1st will receive a registration form and can also follow the same steps to have a $20 donation made on their behalf as well.

Twitter users can follow this story @Ford. Please help by getting the word out by sending a tweet. Here’s a sample: For test drives until 6/1, Ford donates $20 to Komen for the Cure. RT and @ at least ONE woman you love! http://is.gd/unhl

Quotes:

“Our goal with the Ford Advantage Plan is to rebuild consumer confidence and assist local charitable organizations that also are struggling in this economy.” - Ken Czubay, vice president of Sales and Marketing, Ford Motor Company

“This program will go a long way in helping Komen directly serve women and men in hundreds of communities across the country with education, screening and treatment programs that address breast cancer issues close to home.” - Hala Moddelmog, President and CEO, Susan G. Komen for the Cure.

Released 2009-04-28

Ford Surpasses Honda in initial Quality

RDA survey shows Ford outperformed Honda in initial quality and improved upon its previous customer satisfaction scores.

Ford’s quality performance efforts are paying off; the latest customer satisfaction survey reports that in initial quality –a vehicle’s performance during the first three months of use– Ford’s 5 percent increase over its last scores has allowed it to surpass Honda and statistically tie at the top with Toyota.

Specifically, the study shows Ford’s domestic brands with a combined average of 1,228 TGW per 1,000 vehicles during the first three months of ownership, besting the 1,422 TGW level for Honda and statistically equivalent to the 1,150 TGW level of Toyota.

Pushing up customer satisfaction two points to 79 percent, Ford’s domestic brands have tied the top place finishers of Toyota and Honda for overall customer satisfaction.

The following models are segment leaders:

Ford Mustang – TGW and satisfaction for sports car
Ford Taurus – TGW for large car
Ford Taurus X – TGW leader for crossover utility
Mercury Milan – TGW for midsize car
Ford Ranger – TGW leader for compact pickup

The 2009 U.S. Global Quality Research System (GQRS), a survey conducted for Ford by RDA Group of Bloomfield Hills, Mich., measures 2009 model year vehicle initial quality in two categories: by the number of things-gone-wrong and customer satisfaction with overall vehicle quality.

Quotes

“We are energized by the continuous improvement we are seeing on both initial vehicle quality and customer satisfaction,” said Fowler. “This survey validates the hard work and dedication to quality from Ford employees, suppliers and dealers. We will keep the momentum going as we strive to become the clear global quality leader.”

“Ford’s commitment to quality is really paying off, as they continue to rival Honda and Toyota on both vehicle satisfaction and quality.”
- Donald Pietrowski, president, RDA Group

Released 2009-04-17

JOIN FORD’S CEO, ALAN MULALLY ON TWITTER!

PRESIDENT AND CEO OF FORD MOTOR COMPANY, ALAN MULALLY TAKES YOUR QUESTIONS ON TWITTER WITH THE @FORD TEAM

Progressive and innovative thinking is an essential component of Ford’s culture. With an already active social media presence, Ford continues to join, participate and contribute to the online conversation.

Ford Motor Company is excited to announce that Alan Mulally, President and Chief Executive Officer, will be taking questions live on Twitter on April 15th from 1:00-1:30pm EDT. During this time Ford invites you to join Alan at @Ford - http://twitter.com/Ford - (and to use the hashtag #FordCEO) on Twitter for an exciting and unique Q&A forum. Feel free to tweet your questions, concerns and suggestions, we’d love to hear what you think!

Links:
Biography for Alan Mulally, President and CEO, Ford Motor Company

Released 2009-04-14

Suggested Tags: Alan Mulally, Ford, Ford Motor Company, social media, tweet, Twitter

Tune in to Ford DigiKnows Weekly Interactive Video Events

Tune in to Talk with the Experts about the Ford Advantage Plan

Ford DigiKnows:
A discussion with Ford’s Advantage Plan Experts Kim Cape and Andrew Ashman, Ford, Lincoln and Mercury Marketing Managers
Live Interactive Streaming Video Event
Tuesday April 7th, 2009 - 12:00 Noon ET

Join in and ask your questions live:

Free Webcam Chat at Ustream

In our episode on April 7th at 12:00 noon ET, Michael Collins takes a look at the newly-released Ford Advantage Plan and discovers how Ford is committed to offering peace of mind to Americans who are considering the purchase of a new vehicle.

Join in and ask your questions as Michael takes an in-depth look at the Ford Advantage Plan and how it compares with similar plans currently offered in the marketplace. The discussion includes Kim Cape and Andrew Ashman, Ford, Lincoln and Mercury Marketing Managers.

The Ford Advantage Plan offers payment protection of up to $700 per month for up to 12 months on any new Ford, Lincoln or Mercury vehicle if customers lose their jobs. Also, customers can take advantage of 0 percent financing on select Ford, Lincoln and Mercury vehicles through Ford’s financing partner, Ford Motor Credit. The program runs from March 31 through June 1.

About Ford DigiKnows
Now you can talk to the people at Ford about what matters to you. Join us every week for Ford DigiKnows – a series of live interactive streaming video events. Each week our intrepid host, Michael Collins, takes you the behind the scenes for the scoop on all things Ford. The DigiKnow live streaming events let you talk with the experts from Ford, as they take you under the hood for a look at new and innovative Ford technologies. DigiKnows helps you uncover another side of Ford.

Links:

Learn more about the Ford Advantage Plan

Video: Mark Fields, President of the Americas, Ford Motor Company, Talks About the Ford Advantage Plan

Ford Introduces Best-in Industry Plan to Improve Consumer Confidence, Jump-Start Vehicle Sales

Watch the Ford DigiKnows archives

About Ford DigiKnows

Michael Collins’ biography

Released 2009-04-06