Monday, June 8th, 2009
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
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
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Friday, April 17th, 2009
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
Tags: Ford Mustang, Ford Quality, Ford Ranger, Ford Taurus, Ford Taurus X, Global Quality Research System, GQRS, Mercury Milan, TGW
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Tuesday, December 2nd, 2008
Big Ideas and Smart Solutions Lead to Outstanding Results
Innovation is the driving force behind Ford’s soaring quality performance. Virtual tools help improve ergonomics and ensure every part fits properly in a vehicle long before it is ever built. And, by improving our assembly process and taking durability testing to the extreme, Ford ensures its vehicles are built to last. In fact, Ford has more trucks on the road with 250,000 miles than any other brand.(1)
Some quality highlights include:
- Ford has more Insurance Institute for Highway Safety’s “Top Safety Pick” awards and government five-star safety-rated vehicles than any other automaker.
- In June, the Ford Focus was recognized as the most improved vehicle in the industry’s top study measuring customer-pleasing design, driving experience and vehicle performance. (J.D. Power and Associates’ 2008 Automotive Performance, Execution and Layout (APEAL) Study)
- Ford Motor Company’s surging domestic quality is now equal to the best in the industry for the 2008 model year, according to the latest U.S. Global Quality Research System (GQRS) study.
1. Based on vehicle registration data and latest odometer readings available to R. L. Polk & co. for 1192 and newer model year full-size pickups still on the road in the U.S. as of 4/1/08.
Tags: durability, Ford Quality, GQRS, JD Power
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Tuesday, October 14th, 2008
Ford’s Domestic Brand Quality in Statistical Dead Heat with Toyota and Honda for 2008 Model Year
Ford Motor Company’s surging domestic quality is now equal to the best in the industry for the 2008 model year, according to the latest U.S. Global Quality Research System (GQRS) study.
Ford, Lincoln and Mercury vehicles collectively reduced “things gone wrong” (TGW) by 7.7 percent compared to last year and are now statistically equivalent with Honda (including Acura) and Toyota (including Lexus and Scion) atop the list of seven major automakers in the survey.
”This is One Ford at its best. It's taken thousands of people continuously working together with laser-like focus every day to boost vehicle quality for our customers to the top of the pack,” said Bennie Fowler, Ford group vice president, Global Quality. “But this is a never-ending journey. The goal now is to distance ourselves from our top competitors. We want to be the sole quality leader."
Other highlights:
- The 2008-launched Ford F-Series Super Duty and the Lincoln Mark LT ranked first in their respective segments in both TGW and customer satisfaction.
- Ford Mustang GT 500 topped the sports car category in fewest TGW.
- Overall, 18 of 24 Ford, Lincoln and Mercury vehicles recorded TGW improvements.
- Ford's newly launched Focus improved significantly in TGW and customer satisfaction, now equaling the Toyota Corolla in both categories.
- The Ford Fusion and Mercury Milan are significantly better in TGW than the Toyota Camry, which they tied in customer satisfaction.
- Ford ranked best in class for TGW performance in the functional areas of Vehicle Engineering and Electrical among major manufacturers.
The 2008 model-year GQRS survey, conducted for Ford by RDA Group of Bloomfield Hills, Mich., solicits feedback on vehicle trouble and customer satisfaction from owners of all major makes and models after three months in service.
Tags: 2008, F-Series, Ford Focus Ford Escape, Ford Mustang, Ford Sport Trac, Ford Taurus, Global Quality, GQRS, Lincoln MKZ, Lincoln Navigator, Mercury Milan, Mercury Sable, Research System, ShelbyGT500, TGW
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Monday, April 7th, 2008
Ford/Lincoln/Mercury quality increases by 8 percent and customer satisfaction up to 77 percent in GQRS study.
Ford/Lincoln/Mercury is now in statistical tie with Honda/Acura and Toyota/Lexus/Scion according to the first quarter 2008 U.S. Global Quality Research System (GQRS) study. The study, which is conducted by RDA Group of Bloomfield Hills, Michigan, surveys customers of all major automotive makes and models on car troubles and asks owners to rate their overall satisfaction with their three-month-old vehicles.
With a combined average of 1,284 things-gone-wrong (TGW) per 1,000 vehicles during the first three months of ownership, Ford’s domestic brands improved 8 percent versus last year. This performance is statistically equivalent to the 1,250 TGW level of Honda/Acura and Toyota/Lexus/Scion.
Some other key findings from the GQRS report include:
- Ford/Lincoln/Mercury’s customer satisfaction rating has also risen to 77 percent.
- The new 2008 Ford Taurus and Mercury Sable both recorded quality levels that equate to less than one problem per vehicle, as did the Volvo S80 (947).
- The Ford Fusion and Lincoln MKZ were close, with 1,030 TGW and 1065 TGW, respectively.
- Taurus showed a 33 percent quality improvement compared with the product it replaced.
- The new Ford Escape improved 16 percent over the out-going model, and the new Ford Focus improved 13 percent.
- 36 of 40 Ford, Lincoln, Mercury, Volvo and Mazda nameplates improved this year versus 2007.
- Ford earned best-in-class honors for interiors and electrical, two important engineering functions.
- Ford tied for best-in-class in two other functions, paint and vehicle engineering, which includes such areas as ride and handling and cabin quietness.
When it comes to TGW, customer satisfaction or both, a total of 15 Ford, Lincoln and Mercury vehicles ranked in the top three of their respective segments. Segment leader models are:
- Ford Mustang Shelby GT500 – TGW for sports car
- Ford Taurus – customer satisfaction for large car
- Ford Sport Trac – customer satisfaction for medium traditional utility
- Mercury Milan – TGW for midsize car
- Lincoln Navigator – TGW and customer satisfaction for large premium utility
Tags: 2008 Ford Focus, Ford Escape, Ford Mustang ShelbyGT500, Ford Sport Trac, Ford Taurus, Global Quality Research System, GQRS, Lincoln MKZ, Lincoln Navigator, Mercury Milan, Mercury Sable, TGW
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Monday, February 25th, 2008
Ford’s Commitment to Quality Results in 102 Accolades in 2007
Ford’s 102 quality accolades in 2007 are the result of everything that Ford is doing right. A focused "quality first" effort has put Ford at the forefront of numerous consumer and industry surveys and reports.
Some of the quality achievement highlights include:
- Ford Motor Company earned five initial quality model segment awards – more than any other automaker – from J.D. Power and Associates’ Initial Quality Study.
- Ford quality leapt 11 percent, soaring above the industry’s two percent improvement according to a U.S. Global Quality Research System (GQRS) study by RDA Group released in October 2007.
- A GQRS study named six Ford vehicles that ranked best in their segment: Ford Mustang Shelby GT500, Ford E-Series, Mercury Milan, Ford Crown Victoria, Lincoln Mark LT, Mazda MX-5 Miata.
- Twenty Ford vehicles lead their segment in quality.
- Ford received quality accolades from 12 important customer surveys in 2007, including three from J.D. Power and Associates: Initial Quality Study (IQS), the Automotive Performance, Execution and Layout (APEAL) Study and the Vehicle Dependability Study (VDS).
- Ford has quality winners in virtually every major vehicle segment including:
- Mid-size sporty car - Ford Mustang
- Mid-size car - Ford Fusion
- Large car - Ford Five Hundred
- Van - Ford Econoline
- Large pickup - Ford F-150 LD
- Eleven of 15 Ford vehicles received quality awards in 2007, and 4 of 5 Lincoln vehicles received quality awards.
- Ford Edge, Ford Explorer Sport Trac and Lincoln MKX were named as top performers in AutoPacific’s Vehicle Satisfaction Award (VSA), an industry benchmark for objectively measuring new-car or light-truck owner satisfaction.
- Ford Fusion, Mercury Milan &Lincoln MKZ have maintained their high quality levels since launching late 2004. And, in 2007 all three models achieved their best quality showing of any first-year vehicle in Ford’s history.
Tags: automotive quality, durability, Ford Crown Victoria, Ford E-Series, Ford Econoline, Ford Edge, Ford F-150 LD, Ford Five Hundred, Ford Fusion, Ford Mustang Shelby GT500, Ford Quality Links, GQRS, initial quality, J.D. Power and Associates, Lincoln Mark LT, Lincoln MKZ, Lincoln Navigator L, Mazda MX-5 Miata, Mercury Milan, quality vehicles, reliability
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Monday, February 25th, 2008
Ford Closes the Gap on Asian Automakers
Ford's recent year-end Global Quality Research System survey (GQRS) shows that Ford Fusion and Mercury Milan overtook both Toyota Camry and Honda Accord to have the lowest number of TGW, or Things Gone Wrong, for any of the company's first-year vehicles.
Mercury Milan had 934 TGW, and Ford Fusion had 1,088 TGW versus Toyota’s Camry with 1,311 and Honda’s Accord at 1,221. The rankings reflect things gone wrong per 1,000 vehicles at three months service.
The GQRS results are just one example of Ford’s desire to close the gap on Asian carmakers by adopting a global approach to business and product development.
Under CEO Alan Mulally, Ford created a single, global management team to be able to leverage its global assets by eliminating duplication, implementing best practices and a systematic approach to quality, and utilizing common components for the advantage of scale.
The new integrated approach can be seen in the upcoming Fiesta, Ford’s first global car. The Ford Fiesta was designed and produced in Europe where it will launch in the fall of 2008. It is expected to go into production in Asia, Australia, and North and South America by 2010. Selling one high-volume vehicle helps Ford cut costs, solidify the global brand and continue to make quality strides.
Tags: automotive quality, customer satisfaction, Ford Fiesta, Ford Fusion, Ford Verve, global automotive manufacturing, Global Cars, global operations, GQRS, Mercury Milan, TGW Alan Mulally
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