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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Monday, July 28th, 2008
Ongoing quality improvements help increase service shop satisfaction
Better quality is translating into fewer trips to the car dealership for warranty repairs and that leads to happier customers. The latest
J.D. Power and Associates’ 2008 Customer Service Index (CSI) study shows a historic low across the industry in the proportion of customers bringing their vehicles to the dealer for repair work versus maintenance, as well as an increase in overall satisfaction.
For example, 51% of Ford service customers were in for maintenance work back in 2005 and 49% were in for repair work. In 2008, the maintenance rate jumped to 66% and the repairs dropped to 34%. The company’s ongoing efforts to increase quality can be pinpointed as one reason for the trend.
“This is further proof that Ford’s quality processes are working,” says Bennie Fowler, group vice president, Quality. “We’re launching with quality – right out of the factory – and that leads to long-term durability for our customers.”
The CSI study – which explores satisfaction with dealer maintenance and repair services – ranked Lincoln and Mercury fifth and sixth, respectively, while Ford brand improved at a greater rate than the industry average.
Tags: dealer maintenance, JD Power, quality
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