“The Customer's 'Total' Experience Defines Quality, Fiat Chrysler Scores ... - Business Wire (press release)
” In the past, this may have been acceptable, but in today’s modern and efficient manufacturing world the difference between the worst brand and best brand is LESS than half-a-problem per vehicle. Thus, any “quality ranking” based on this method is severely lacking in the complete picture of the “Total” Quality experience that customers actually use to judge their product ownership. Today, Strategic Vision released the results of its 20 “In 1997, only 15% of all car brands had less than a half-a-problem per vehicle, with a few ‘delinquent’ brands having more than two problems per vehicle. This means that simply counting problems once had a place in history, but today, knowing what creates love and that which enhances the customer’s perception of quality are key to determining what is best,” says Alexander Edwards, President of... “When defining quality, we listen and measure everything the customer communicates and capture it in a calculation that is converted to a 1,000-point scale called the Total Quality Index score. FCA (formerly Chrysler LLC) achieved the highest corporate Total Quality score (859) for the first time since Strategic Vision’s study began in 1995. This study of over 46,000 customer responses also ranked Volkswagen Group of America (858) and... Source: www.businesswire.com
