Effective prioritisation of things gone wrong for maximising satisfaction improvement

Bharath Vijayendra, Dennis Pietrowski and Mike Harper

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, United States

INTRODUCTION, BACKGROUND AND RESEARCH ISSUE

Automotive companies are under constant economic pressure. Revenue growth is scarce, incentives are pervasive, customer spending is constrained and cost pressures are severe. To survive in today's competitive market, OEMs must find cost-effective ways to differentiate themselves on perceived quality and product characteristics ultimately to gain market share in a profiTable manner. In the strategic quest for sustainable competitive...

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