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Background
Ford cus­tomers had 162 complaints/100 vehi­cles in last year’s ini­tial-qual­i­ty sur­vey
“If Ford gets a 20% improve­ment, their adver­tis­ing agency will go nuts.” — Sean McAlin­den, ana­lyst at Cen­ter for Auto­mo­tive Research
Significant Points
Situation
Ford qual­i­ty-con­trol pro­gram will improve its score in annu­al indus­try sur­vey as much as 20%
Automak­er expects score as low as 130 cus­tomer com­plaints per 100 cars in J.D. Pow­er & Asso­ciates sur­vey
Inter­im report J.D. Pow­er sent to automak­ers in Octo­ber show Ford improved to 158 problems/100 cars
Ford assigned 70 research experts recruit­ed from lab­o­ra­to­ries & uni­ver­si­ties
Group, called “the black belts,” con­cen­trat­ed on elim­i­nat­ing defects