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Automotive Quality Systems Handbook Episode 4

Tham khảo tài liệu 'automotive quality systems handbook episode 4', kỹ thuật - công nghệ, cơ khí - chế tạo máy phục vụ nhu cầu học tập, nghiên cứu và làm việc hiệu quả | Management responsibility 107 seriously unless they have a particular issue they want to bring to your attention. It is much better to talk face to face with your customer using an interview checklist. Think for a moment how a big customer like Ford or GM would react to thousands of questionnaires from their suppliers. They would either set up a special department just to deal with the questionnaires or set a policy that directs staff not to respond to supplier questionnaires. Economics alone will dictate the course of action customers will take. A customer satisfaction index CSI that is derived from data from an independent source would indeed be more objective. Such schemes are in use in North America Sweden and Germany. A method developed by a Professor Claes Fornell has been in operation for 12 years in Sweden and is now being used at the National Quality Research Center of the University of Michigan Business School. Called the American Customer Satisfaction Index ACSI it covers seven sectors 40 industries and some 200 companies and government agencies. It is sponsored by the ASQC and the University of Michigan Business School with corporate sponsorship from AT T General Motors and others. Using data obtained from customer interviews sector reports are published indicating a CSI for each listed organization thereby providing a quantitative and independent measure of performance useful to economists investors and potential customers. A pan-European scheme is being developed through EOQ and is currently on trial. Frequency of measurement Frequency also needs to be adjusted following changes in models and major changes in organization structure such as mergers downsizing and plant closures. Changes in fashion and public opinion should also not be discounted. Repeating the survey after the launch of new technology new legislation or changes in world economics affecting the automotive industry may also affect customer perception and hence satisfaction. Trends To .