Making the American Motors' Buyer Protection Plan Work

Increased emphasis upon achievement of customer satisfaction has forced American Motors' quality and reliability activities to develop new techniques for identifying and correcting field product problems. This paper will describe the features of the American Motors' Buyer Protection Plan; will review methods used to provide product problem information feedback; and will discuss fleet performance reporting, new model dealer reaction surveys, warranty parts return programs, and specialized warranty analysis. The unique product problem and action status reporting procedure developed to provide a uniform coordinated method for investigation, recording and resolution of field quality problems will be presented. Sound communication and motivational techniques exercised within the organization enable prompt reaction to implement the message of the Buyer Protection Plan.