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, 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
Virtual Technology Translates into Real Life Customer Satisfaction
Ford Motor Company’s virtual manufacturing technology allows engineers to take a more holistic view of the product development process as they constantly improve the vehicle’s design and quality. It’s this virtual technology that is one of the key factors behind Ford’s impressive improvement in initial quality levels for the third straight year.
Ford uses customer input to develop engineering design specifications in its digital pre-assembly laboratory. Here, math-based tools are used to check more than 20,000 design elements on a computer screen to ensure they meet the customer-imposed standards.
From there, computer-aided design (CAD) plans are sent to a 3-D visualization center, which Ford calls its “Virtual Build Arena”. This is where the launch team gathers to “build” the vehicle on a virtual assembly line. Using data from the pre-assembly lab, the team observes virtual employees – nicknamed “Jack and Jill” – assemble the vehicle part by part, providing critical ergonomic data as they go.
Jack and Jill personify Ford’s advanced motion capture technology using human modeling software. This ergonomic technology is used to design jobs that are less physically stressful on workers and result in high quality vehicles.
The 2006 Ford Fusion was Ford’s first “digital car.” Building the vehicle first in a virtual factory, using the full suite of digital tools, allowed engineers to spot potential issues earlier on long before a prototype was ever built, eliminating months of product development, saving money and bringing the car to market sooner.
For customers, such advances in virtual engineering have helped the company improve reliability. In 2007 alone, Ford was able to slash $900 million in warranty expenses because of fewer dealer repairs after cars and trucks left the factory.
Tags: automobile engineering, design, digital automotive technology, digital pre-assembly laboratory, digital tools, engine technology, Ford Fusion, Ford Technology, process, quality commitment, TGW, virtual build, virtual manufacturing, virtual technology
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