Create a new account

It's simple, and free.

Ford and Customer Satisfaction

Quality and Customer Satisfaction: The Ford Experience

This study of the relationship between quality and customer satisfaction at Ford Motor Company was undertaken to identify the ways in which a firm committed to quality can simultaneously experience difficulties in maintaining high levels of customer satisfaction. The study is valuable in that it permits an assessment of economic principles in real-world applications. Using selected principles of economics, data were obtained from a

thorough-going search of relevant literature on the performance of Ford Motor Company in terms of its quality effort and its customer satisfaction level. Previously published studies and industry analyses were used for this purpose.

The target company and the student preparing such an analysis benefit from a narrowly defined qualitative study of company performance and behaviors. Such a study facilitates the identification of critical elements in a quality transformation. It provides for an objective description of successful and unsuccessful management policies and activities and can point the way to further improvements leading to increased profitability.

Ford Motor Company, which made quality "Job 1," recently introduced a "comprehensive action plan" to boost the company's quality ratings, which had been assessed by a J.D. Power Quality Study at lower than expected levels (Ward's Auto World, 1999a). Company spokesperson Louise Goesser wrote in an internal company-wide letter that the J.D. Power study confirmed what Ford already knew from its own in-house Global Quality Research System (GQRS), stating "We've experienced some serious setbacks in both quality and customer satisfaction (Ward's Auto World, 1999a, p. 29). Long regarded as among the top U.S. "quality-driven" organizations, Ford's determination to restructure and reorganize its activities to enhance quality and customer satisfaction represents a recognition of the gr...

Page 1 of 13 Next >

More on Ford and Customer Satisfaction...

Loading...
APA     MLA     Chicago
Ford and Customer Satisfaction. (1969, December 31). In LotsofEssays.com. Retrieved 14:23, March 28, 2024, from https://www.lotsofessays.com/viewpaper/1700683.html