Quality and Customer Satisfaction Awards
The high quality of Ford vehicles was also recognized through several prestigious awards.
- Ford vehicles won four awards in the 2006 Autobytel Editor's Choice Awards, including:
- SUV of the Year (Explorer)
- Best New Convertible (Mazda MX-5 Miata)
- Best New Luxury SUV (Land Rover Range Rover Sport)
- Best New Midsize SUV (Explorer)
- J.D. Power recognized Ford vehicles with four awards:
- We received Initial Quality awards for the Compact Sporty Car (Mazda MX-5) and Midsize Pickup (Ranger)
- We received an APEAL award, a measure of customer satisfaction, for Midsize Car (Ford Fusion) and Midsize Sporty Car (Mustang).
We have secured these improvements in quality and customer satisfaction by adhering to a rigorous quality system, using customer-driven 6-Sigma, and by listening closely to our customers. In the past, quality was governed by multiple initiatives across vehicle models and global operations. Now, they are aligned into a single system. This Global Quality Operating System leverages proven practices (policies, standards, procedures) and is backed by specific Functional-Based Requirements.
We use consumer-driven 6-Sigma to help us solve problems, drive out waste and improve product quality through a disciplined process. Since we adopted the consumer-driven 6-Sigma approach in 2000, skilled "Black Belts" across the Company have carried out more than 20,000 projects aimed at improving product quality and eliminating waste on current and future model vehicles and services. These projects helped to deliver the Company's business plan priorities. During 2005 and 2006, we focused on integrating 6-Sigma and Design for 6-Sigma into the Company's core processes, improving training and replicating 6-Sigma Kaizen to focus on failure mode avoidance upstream in product development.
Each of our brands operates customer support programs, which help our retail and fleet customers access the information and assistance they need during the time they own a Ford Motor Company vehicle.
Unfortunately, the perception of Ford quality continues to lag the real improvements we have made. While we have made progress, the auto industry as a whole is also getting better. To improve customer perception and continue our progress, we will maintain an intense focus on quality and communicate these gains to customers.
