This content is not included in
your SAE MOBILUS subscription, or you are not logged in.
Powertrain Process to Translate Customer Perceptions into Technically Driven Database
Technical Paper
2001-01-3838
ISSN: 0148-7191, e-ISSN: 2688-3627
Annotation ability available
Sector:
Language:
English
Abstract
Focus on customer as a top priority, and the need of
initiatives to leverage improvements on customer
satisfaction regarding Powertrain products, has lead to
several revisions of past methods to address handling of
customer perceptions. Previous processes and benchmarks
did not present optimal usage of detailed inputs from field,
focusing on Powertrain, neither overcome resource
limitations on reviewing and addressing databases.
This paper presents the process that was developed
and implemented in Ford Motor Company Brasil Ltda -
Powertrain Operations, during the launch of a new
Powertrain family in 1999. It has shown a simple yet
highly effective and data consistent tool to achieve clear
understanding of customer perceptions (up to 12 months in
service) related to Powertrain, considering local market
and cultural aspects, with no additional resource allocation
(people, systems or surveys), and proven very consistent
over time.