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GET THE FACTS ON FORD QUALITY

FoMoCo — Mon, 08 Jun 2009 14:50:48 +0000

New series of fact sheets demonstrate Ford’s achievements in quality.

Ford has recently launched an extensive series of fact sheets, aimed at documenting the strides Ford has made in designing, building and delivering quality vehicles. In fact, independent research from the 2009 U.S. Global Quality Research System (GQRS) survey shows that Ford’s quality surpasses Honda and is on par with Toyota.

The fact sheets reveal that Ford continues to be recognized for its quality gains. With 12 Ford Quality fact sheets in all, here are just a few of the highlights:

Designing Quality

Customer insights – A Ford research team identifies, defines and priorities customer needs to deliver customer-driven value in the form of desirable new colors, intricate stitching on seat cushions and other luxurious details that connote quality. Ford also uses “haptics” –the science of measuring how customers sense quality through touch – to determine optimum comfort levels.
Virtual design – Industry-exclusive tools allow Ford to quickly add various vehicle models into an existing facility, as well as evaluate tooling and product interfaces before costly installations are made on the plant floor. The result? Ford’s development time is now eight to 14 months faster than it was as recently as 2004. Other virtual technologies such as two virtual employees, nicknamed “Jack and Jill” provide data to predict and eliminate movements and fatigue concerns for workers, reducing manufacturing issues before prototypes are built.

Building Quality

Error-proof manufacturing – Computerized Direct Current (CDC) electric hand tools, affectionately known as “screwdrivers with brains,” tell operators whether all nuts and bolts are screwed into the vehicle at the right torque in precisely the right way.
Electrical system process checks – Ford’s end-of-line trials and current- based testing are major components of the pre-delivery process and have made Ford’s electrical systems the best among competitors.
Safety and security – Ford builds every vehicle with a focus not just on surviving crashes but avoiding them in the first place, which is why Ford is a consistent safety leader, earning five-star ratings.

Delivering Quality

Seat comfort – In addition to passing Ford’s industry-leading safety tests, Ford is committed to vehicle comfort. Case in point, Ford’s new Multi-Contour Seating with Active Motion™, available in the 2010 Taurus, gives the driver and front seat passenger a subtle massage designed to reduce fatigue. Seven inflatable bladders in each of the seats provide 6-way lumbar support, lumbar massage with a gently rolling pattern and “active motion” of the seat cushion.
Interior quietness – In four years, Ford’s wind noise rating has risen to best in class, according to GQRS. Ford achieved this due to the efforts of a manufacturing/product development team focused on closure systems.
Paint pioneers – Ford is pioneering new technologies, including an environmentally friendly anti-corrosion system that cuts paint shop water use nearly in half and reduces sludge production by 90 percent, as well as a three-part wet application process that reduces CO2 emissions by 15 percent. Ford leads the industry with fewer paint chips and scratches and better long-term durability, according to GQRS.
Download Ford Quality Fact Sheets

Flexible Manufacturing (.pdf)

Lean Product Development (.pdf)

Multi-Contour Seats (.pdf)

Quality: Beauty from the Outside In (.pdf)

Quality: Coating, Color and Appearance Say A Lot About Your Car – And You (.pdf)

Quality: Listening to Customers Creates the Voice of the Vehicle

Quality: Predicting the Future (Without a Crystal Ball) (.pdf)

Quality: Seeing Form and Function in a New Light (.pdf)

Quality: Taurus – More Than Just a Pretty Face (.pdf)

Quality: The Touching Tale of Haptics

Quality: Your Single Greatest Touch Point is Behind You

Quotes

“We want our customers to be thrilled with the paint on their vehicle from the day they drive it off the lot to the next month, the next year and far beyond. We know they like to make a statement with their vehicles, and an appealing, durable and lasting paint finish helps deliver that.” - Tim Weingartz, Ford Paint Materials Manager

“Understanding what customers will want and need tomorrow – or even next year – isn’t enough. We have to anticipate needs and desires farther out, so we can deliver to our customers in the best ways possible.” - Sheryl Connelly, Ford’s Global Trend Manager

“We know what quality sounds like because customers have told us. They’ve identified the difference between a ‘plasticky’ sound versus one that is solid and secure. We know the metrics of each, and we design to create those sounds customer prefer.” - Mark Vojtisek, Ford Manager of Vehicle integration

FORD ADDS COMMUNITY, CHARITY ‘ADVANTAGE’ TO PLAN

FoMoCo — Tue, 28 Apr 2009 05:01:11 +0000

Ford to Donate $20 to Susan G. Komen for the Cure® for Every Customer Test Drive

Ford Motor Company is committed to the fight against breast cancer, and is a proud supporter of breast cancer research and critical breast cancer services. Over the years Ford has dedicated more than $100 million to the Susan G. Komen for the Cure fight against breast cancer.

To further show their support, Ford will donate $20, up to $1 million, to the Susan G. Komen for the Cure® in the name of each prospective customer that test drives a Ford, Lincoln or Mercury vehicle through June 1. This charitable initiative will run alongside the Ford Advantage Plan, designed to boost consumer confidence by offering valued Ford customers a guaranteed 12 months of vehicle payments on any new Ford, Lincoln or Mercury vehicle up to $700 a month, if the customer loses his/her job.

Customers interested in a test drive can join in and participate by logging on to www.fordcares.com and getting a registration form and number to provide to their dealer. Customers participating in any upcoming Komen Race for the Cure event through June 1st will receive a registration form and can also follow the same steps to have a $20 donation made on their behalf as well.

Twitter users can follow this story @Ford. Please help by getting the word out by sending a tweet. Here’s a sample: For test drives until 6/1, Ford donates $20 to Komen for the Cure. RT and @ at least ONE woman you love! http://is.gd/unhl

Quotes:

“Our goal with the Ford Advantage Plan is to rebuild consumer confidence and assist local charitable organizations that also are struggling in this economy.” - Ken Czubay, vice president of Sales and Marketing, Ford Motor Company

“This program will go a long way in helping Komen directly serve women and men in hundreds of communities across the country with education, screening and treatment programs that address breast cancer issues close to home.” - Hala Moddelmog, President and CEO, Susan G. Komen for the Cure.

Ford Surpasses Honda in initial Quality

FoMoCo — Fri, 17 Apr 2009 17:27:18 +0000

RDA survey shows Ford outperformed Honda in initial quality and improved upon its previous customer satisfaction scores.

Ford’s quality performance efforts are paying off; the latest customer satisfaction survey reports that in initial quality –a vehicle’s performance during the first three months of use– Ford’s 5 percent increase over its last scores has allowed it to surpass Honda and statistically tie at the top with Toyota.

Specifically, the study shows Ford’s domestic brands with a combined average of 1,228 TGW per 1,000 vehicles during the first three months of ownership, besting the 1,422 TGW level for Honda and statistically equivalent to the 1,150 TGW level of Toyota.

Pushing up customer satisfaction two points to 79 percent, Ford’s domestic brands have tied the top place finishers of Toyota and Honda for overall customer satisfaction.

The following models are segment leaders:

Ford Mustang – TGW and satisfaction for sports car
Ford Taurus – TGW for large car
Ford Taurus X – TGW leader for crossover utility
Mercury Milan – TGW for midsize car
Ford Ranger – TGW leader for compact pickup

The 2009 U.S. Global Quality Research System (GQRS), a survey conducted for Ford by RDA Group of Bloomfield Hills, Mich., measures 2009 model year vehicle initial quality in two categories: by the number of things-gone-wrong and customer satisfaction with overall vehicle quality.

Quotes

“We are energized by the continuous improvement we are seeing on both initial vehicle quality and customer satisfaction,” said Fowler. “This survey validates the hard work and dedication to quality from Ford employees, suppliers and dealers. We will keep the momentum going as we strive to become the clear global quality leader.”

“Ford’s commitment to quality is really paying off, as they continue to rival Honda and Toyota on both vehicle satisfaction and quality.”
- Donald Pietrowski, president, RDA Group

JOIN FORD’S CEO, ALAN MULALLY ON TWITTER!

FoMoCo — Tue, 14 Apr 2009 22:45:09 +0000

PRESIDENT AND CEO OF FORD MOTOR COMPANY, ALAN MULALLY TAKES YOUR QUESTIONS ON TWITTER WITH THE @FORD TEAM

Progressive and innovative thinking is an essential component of Ford’s culture. With an already active social media presence, Ford continues to join, participate and contribute to the online conversation.

Ford Motor Company is excited to announce that Alan Mulally, President and Chief Executive Officer, will be taking questions live on Twitter on April 15th from 1:00-1:30pm EDT. During this time Ford invites you to join Alan at @Ford - http://twitter.com/Ford - (and to use the hashtag #FordCEO) on Twitter for an exciting and unique Q&A forum. Feel free to tweet your questions, concerns and suggestions, we’d love to hear what you think!

Links:
Biography for Alan Mulally, President and CEO, Ford Motor Company

Tune in to Ford DigiKnows Weekly Interactive Video Events

FoMoCo — Mon, 06 Apr 2009 13:56:47 +0000

Tune in to Talk with the Experts about the Ford Advantage Plan

Ford DigiKnows:
A discussion with Ford’s Advantage Plan Experts Kim Cape and Andrew Ashman, Ford, Lincoln and Mercury Marketing Managers
Live Interactive Streaming Video Event
Tuesday April 7th, 2009 - 12:00 Noon ET

Join in and ask your questions live:

Free Webcam Chat at Ustream

In our episode on April 7th at 12:00 noon ET, Michael Collins takes a look at the newly-released Ford Advantage Plan and discovers how Ford is committed to offering peace of mind to Americans who are considering the purchase of a new vehicle.

Join in and ask your questions as Michael takes an in-depth look at the Ford Advantage Plan and how it compares with similar plans currently offered in the marketplace. The discussion includes Kim Cape and Andrew Ashman, Ford, Lincoln and Mercury Marketing Managers.

The Ford Advantage Plan offers payment protection of up to $700 per month for up to 12 months on any new Ford, Lincoln or Mercury vehicle if customers lose their jobs. Also, customers can take advantage of 0 percent financing on select Ford, Lincoln and Mercury vehicles through Ford’s financing partner, Ford Motor Credit. The program runs from March 31 through June 1.

About Ford DigiKnows
Now you can talk to the people at Ford about what matters to you. Join us every week for Ford DigiKnows – a series of live interactive streaming video events. Each week our intrepid host, Michael Collins, takes you the behind the scenes for the scoop on all things Ford. The DigiKnow live streaming events let you talk with the experts from Ford, as they take you under the hood for a look at new and innovative Ford technologies. DigiKnows helps you uncover another side of Ford.

Links:

Learn more about the Ford Advantage Plan

Video: Mark Fields, President of the Americas, Ford Motor Company, Talks About the Ford Advantage Plan

Ford Introduces Best-in Industry Plan to Improve Consumer Confidence, Jump-Start Vehicle Sales

Watch the Ford DigiKnows archives

About Ford DigiKnows

Michael Collins’ biography

Tune in to Ford DigiKnows Weekly Interactive Video Events

FoMoCo — Fri, 13 Mar 2009 18:59:19 +0000

Tune in to Ford DigiKnows to Talk to the Experts Live: Episode #4— An Inside Look at Seat Comfort DNA

Ford DigiKnows – Episode #4—An Inside Look at Seat Comfort DNA

Live Interactive Streaming Video Event
Tuesday March 17th, 2009 - 12:00 Noon ET

Join in and ask your questions live:

Video clips at Ustream

About DigiKnows #4— An Inside Look at “Seat Comfort DNA”

In our fourth episode on March 17th at 12:00 noon ET, Michael Collins takes a look at the topic of “Seat Comfort DNA” and discovers how Ford is designing and engineering comfortable and quality vehicle seats. Join in and ask your questions as Michael talks about “Seat Comfort DNA” with Mike Kolich – Seat Systems engineer.

Seat comfort is one of the top priorities for drivers. The seat is the only part of the vehicle that drivers repeatedly and most frequently come in contact with, that’s why Ford designed “Seat Comfort DNA.” Working with their customers, Ford set up a “comfort DNA range” for drivers of small cars to heavy duty trucks. Ford uncovered that just as drivers want diverse and unique vehicles, they also naturally want different seat ranges tailored to their needs.

For example, Mustang drivers reported a preference for an increase in road input and feeling in their seats, whereas smaller vehicle drivers wanted increased stability and isolation from the road. Some features of the new DNA-designed seats include: narrow insert to stabilize pelvis, reduced support around shoulders to minimize slouching, and low rear cushioning to relieve hip tension and increase lower back comfort. Ford is working to ensure that customers feel that their vehicle was built to fit them perfectly; that’s why the comfort DNA seats will be a standard feature within all future Ford vehicle seat programs.

About Ford DigiKnows

Now you can talk to the people at Ford about what matters to you. Join us every week for Ford DigiKnows – a series of live interactive steaming video events. Each week our intrepid host, Michael Collins, takes you the behind the scenes for the scoop on all things Ford. The DigiKnow live streaming events let you talk with the experts from Ford, as they take you under the hood for a look at new and innovative Ford technologies. DigiKnows helps you uncover another side of Ford.

Links:

Watch the Ford DigiKnows archives

About Ford DigiKnows

Michael Collins’ biography

Ford Designs New Family of Seats In-House To Ensure Comfort and Quality

Expedition Invites Customers to ‘Have a Seat’

Ford Drive Smart and Brand DNA

FORD PUTS A DENT IN AUTO INSURANCE COSTS

FoMoCo — Mon, 23 Feb 2009 19:04:57 +0000

Ford Puts a Dent in Auto Insurance Costs by Making Vehicles More Damage Resistant and Cheaper to Fix

It’s no secret that Ford Motor Company is a vehicle safety leader with more U.S. government 5-star safety-rated vehicles than any other brand and more IIHS “Top Safety Picks” than any other automaker. But did you know that Ford also works to protect your wallet in case of a crash?

Ford is opening a technology center in Inkster, Mich., dedicated to finding design solutions and repair procedures that will lower repair costs and ultimately drive down auto insurance premiums.

The new Ford Paint and Body Technology Center will leverage the combined expertise of Ford’s repair and safety experts, auto repair technicians and insurance companies. It also will be used to train certified repair technicians.

Designing to Reduce Damage

The goal of Ford’s Paint and Body Technology Center is to identify potential repair issues and refine designs to help dealers and other auto repairers more affordably repair vehicles to pre-accident condition, ensuring safety and quality. Many new affordable repair designs are expected to be designed into vehicles earlier in development so they can be analyzed during crash and durability testing. After crashes, the repair engineering team works to develop specific repair procedure recommendations for body shops.

2009 F-150’s Affordable Frame Fixes

Ford repair and safety engineers first began collaborating on the new 2009 Ford F-150. During the early development period, engineers realized new materials – including ultra-high-strength steel and boron – made the new truck safer, but also could make it more expensive to repair after a collision.

To address the issue, Ford developed special front and rear frame section kits that can be used rather than having to replace the entire frame. Partial frame repairs cost at least $2,000 less than full frame replacements and will save vehicles that before may have been totaled based on some state repair laws.

Ford’s Affordability

Ford recognizes affordability, including insurance costs, is a key concern for consumers. In 2008, the National Highway Traffic Safety Administration reported that Ford had more collision insurance cost segment leaders than any other automakers. And, four of its cars and trucks are on Insure.com’s Top 10 Least Expensive Vehicles to Insure, which is more than any other automaker.

According to the Highway Loss Data Institute, the four-door 2008 Ford Focus saw a 13 percent improvement in average insurance loss payments compared to the 2007 model as a result of design improvements.

Ford also helped to reduce insurance premiums for Mustang owners by making improvements to its overall repairability based on consultation with insurance industry repairability experts. The cost of insuring a 2008 Mustang is approximately 25 percent lower than it was on 2006 models and 50 percent lower than on 2004 models, according to a leading U.S. insurance company.

Lower Part Prices

Not only is Ford building in more affordable repairs, it is significantly reducing prices for genuine Ford replacement collision parts to its dealers and repair shops. In 2008, Ford reduced prices on more than 6,000 of its highest volume replacement parts. Using genuine Ford parts insures the same quality, fit, structural integrity, corrosion resistance and dent resistance of Ford’s original parts, as well as helping insure proper functionality of safety systems damaged in accidents.

Quotes:

“Our bottom line for this new initiative is simple: If your vehicle costs less to repair, it’s going to cost less to insure. The work Ford will perform at the new Paint and Body Technology Center will help reduce insurers’ repair costs so they can drive down auto insurance premiums for consumers.”
- Darryl Hazel, president, Ford Customer Service Division

“It’s great that Ford gets insurance industry insight about how to improve repairability of its vehicle design. We’ve never been as involved in an automaker’s product development process as we have since Ford invited us to participate.”
- Mark Woirol, project manager with Allstate Insurance Company’s Tech-Cor Applied Research Center

“We’re now able to prepare repair procedure manuals in advance for all of our new vehicles. This effort saves insurers repair costs so they can reduce consumers’ auto insurance premiums. At the same time, repairs can be done with safety-approved procedures that help ensure the vehicle’s quality is restored.”
- Mark Albrant, Customer Service Engineering supervisor

“When customers take their vehicles in for collision repair, they want their vehicles to be returned to pre-accident condition, using the same quality parts that were on the vehicle when it was built. By enabling more of our dealers to stock genuine Ford parts, we’re better able to satisfy our customers’ needs. And, customers have a right to demand genuine Ford replacement parts. If they don’t exercise this right, the decision could be left to others.”
- George Gilbert, manager of FCSD’s Collision Parts Truckload Program

Ford’s Domestic Brand Quality on the Rise

FoMoCo — Tue, 14 Oct 2008 13:48:44 +0000

Ford’s Domestic Brand Quality in Statistical Dead Heat with Toyota and Honda for 2008 Model Year

Ford Motor Company’s surging domestic quality is now equal to the best in the industry for the 2008 model year, according to the latest U.S. Global Quality Research System (GQRS) study.

Ford, Lincoln and Mercury vehicles collectively reduced “things gone wrong” (TGW) by 7.7 percent compared to last year and are now statistically equivalent with Honda (including Acura) and Toyota (including Lexus and Scion) atop the list of seven major automakers in the survey.

”This is One Ford at its best. It’s taken thousands of people continuously working together with laser-like focus every day to boost vehicle quality for our customers to the top of the pack,” said Bennie Fowler, Ford group vice president, Global Quality. “But this is a never-ending journey. The goal now is to distance ourselves from our top competitors. We want to be the sole quality leader.”

Other highlights:

The 2008-launched Ford F-Series Super Duty and the Lincoln Mark LT ranked first in their respective segments in both TGW and customer satisfaction.
Ford Mustang GT 500 topped the sports car category in fewest TGW.
Overall, 18 of 24 Ford, Lincoln and Mercury vehicles recorded TGW improvements.
Ford’s newly launched Focus improved significantly in TGW and customer satisfaction, now equaling the Toyota Corolla in both categories.
The Ford Fusion and Mercury Milan are significantly better in TGW than the Toyota Camry, which they tied in customer satisfaction.
Ford ranked best in class for TGW performance in the functional areas of Vehicle Engineering and Electrical among major manufacturers.

The 2008 model-year GQRS survey, conducted for Ford by RDA Group of Bloomfield Hills, Mich., solicits feedback on vehicle trouble and customer satisfaction from owners of all major makes and models after three months in service.

UAW WORKERS HIT THE BOOKS

FoMoCo — Mon, 08 Sep 2008 16:10:08 +0000

Intensive college program gives hourly employees more tools to improve quality

As students geared up for the start of a new school year, hourly employees at Ford Motor Company plants throughout the U.S. hit the books themselves in an effort to further improve Ford’s vehicle quality. The joint UAW-Ford intensive one-year Certified Quality Specialist Program delivered through Wayne State University in Detroit helps UAW quality representatives master key manufacturing problem-solving skills in an effort to further improve vehicle quality. This new program takes place in about one-third the time required through previous training programs.

The Wayne State program is open to UAW plant quality representatives who are charged with monitoring and implementing standardized quality processes in Ford plants. The course is conducted through a combination of instructor-led workshops at WSU and self-guided online sessions completed by quality reps in their own plants at their own pace. Course work focuses on the impact of quality on customer satisfaction using such analytical tools as statistical process control, Six Sigma problem-solving and interpersonal communications.

QUOTES

“Ford leadership recognizes the value in helping our manufacturing operators obtain the skills they need as quickly as possible. This program used to take three years to complete. Now our people will be certified in one year. Everyone recognizes we don’t have time to wait three years.”
Philip Calhoun, Ford’s director, Manufacturing Quality, The Americas

“The Certified Quality Specialist Program is the right training for the right people at the right time. We accelerated the learning and made changes to reflect the disciplined, standardized quality process being used in all the plants.”
Brock Roy, UAW Co-Chair UAW-Ford National Quality Committee

“I know of only one other automaker that started a program like this, but they quickly terminated it due to budget constraints. A better approach is what Ford is doing: Equipping their employees with the tools they need to perform at the highest level possible. It’s a worthwhile investment.”
Ahmad Ezzeddine, associate vice president for Educational Outreach at WSU

MORE SMILES IN SERVICE

FoMoCo — Mon, 28 Jul 2008 20:23:44 +0000

Ongoing quality improvements help increase service shop satisfaction

Better quality is translating into fewer trips to the car dealership for warranty repairs and that leads to happier customers. The latest J.D. Power and Associates’ 2008 Customer Service Index (CSI) study shows a historic low across the industry in the proportion of customers bringing their vehicles to the dealer for repair work versus maintenance, as well as an increase in overall satisfaction.

For example, 51% of Ford service customers were in for maintenance work back in 2005 and 49% were in for repair work. In 2008, the maintenance rate jumped to 66% and the repairs dropped to 34%. The company’s ongoing efforts to increase quality can be pinpointed as one reason for the trend.

“This is further proof that Ford’s quality processes are working,” says Bennie Fowler, group vice president, Quality. “We’re launching with quality – right out of the factory – and that leads to long-term durability for our customers.”

The CSI study – which explores satisfaction with dealer maintenance and repair services – ranked Lincoln and Mercury fifth and sixth, respectively, while Ford brand improved at a greater rate than the industry average.