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Track 1 Session 3
1:00 to 2:00 p.m. Tuesday June 17, 2008
Ford Mustang – Quality Improvement,
Warranty Reduction and Increasing Customer Satisfaction – An Ongoing
Legacy
Say the name "Ford Mustang" and it
evokes an image in all of us. For some of us it is the image of our
first car 40 years ago, for others it is a customized, nitrous
oxide enhanced, power machine. Others of us see the beautiful
convertible. Still others see the value provided by the V6 coupe.
The Mustang has been the segment leader in the J. D. Power APEAL for
the last three years. It was best in segment in the Initial Quality
Study and the Vehicle Durability Study. Consumer Union has named the
V6 Convertible a Top Recommended Buy and the V8 a Standard
Recommended Buy. This session describes the relative and absolute
measures of quality and customer satisfaction and the techniques
used to improve them. From setting compatible targets through
continuous improvement on the assembly line, the Mustang management
team has developed and used techniques to reduce warranty claims while
improving performance and customer satisfaction.
Key Words: Ford Mustang,
Warranty Reduction, Customer Satisfaction, Failure Mode Avoidance,
Continuous Improvement, Compatible Target Setting, System Design
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