Effective prioritisation of things gone wrong for maximising satisfaction improvement

This paper describes the limitations of current quality tracking measurements and reporting in effectively differentiating vehicle quality using a tally of incidence of Things Gone Wrong (TGW).

Effective Prioritisation of Things Gone Wrong for Maximising Satisfaction Improvement

Mike HarperFord Motor Company, United States

Dennis PietrowskiQuality and Loyalty, RDA Group, United States

Bharath VijayendraStatistical Modeling and Consulting, RDA Group,...