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Automotive Consulting
J.D. Power and Associates helps clients gain a competitive advantage by integrating the voice of the customer into strategic planning and operational activities. Many clients, including automotive manufacturers and suppliers as well as numerous Fortune 500 companies around the world, have used J.D. Power and Associates methodologies.
Fast Launch Feedback
Providing timely perspectives on new model launches, Fast Launch Feedback combines a variety of voice-of-the-customer (VOC) perspectives to QUICKLY determine reasons why a new-model launch may be performing well or poorly. This comprehensive, integrated approach uses data from segment shoppers, model rejecters and buyers, as well as data from the Power Information Network, to holistically measure WHAT is going well or poorly with a model's introduction, WHY it is happening, and HOW to address the issues at hand. Results and recommendations are produced in a matter of weeks, allowing manufacturers to respond quickly to market conditions.
Auto Dealer Mystery Shopping Program
In order to assist dealers with monitoring the performance of the dealership sales process, J.D. Power and Associates is now offering mystery shopping services for individual dealers and dealer groups. The J.D. Power and Associates Dealer Mystery Shopping Program focuses on the core elements of the new-vehicle automotive retailing experience.
Quality Information System (QIS) Audit
Quality Information System Audits evaluate how effectively manufacturers and suppliers handle customer-related issues and problems. Customer-related problems can be addressed-even prevented-in the early stages of the product development process. Ultimately, new processes create a consistent, worldwide systems approach to quality and customer satisfaction.
Customer-Aligned Retail Experience (CARE)
The CARE methodology identifies the "root cause" of deficiencies, allowing the development of processes that deliver customer "delight" and create exceptional retail experiences. Achieving this level of performance requires isolating the elements that are critical to quality (CTQ) and determining the level of performance required. Processes are designed to integrate customer requirements into specific job-level responsibilities and management activities.
Customer-Aligned Engineering (CAE)
The CAE process aligns the product development process with customer-defined product expectations. The development of successful products is highly dependent on the accuracy with which a company defines and translates customer requirements into specifications for design, engineering, manufacturing, and field activities. Innovative products that meet customer requirements can lead to a reduction in rework, warranty, and goodwill expenses, which significantly impact financial performance.
Accelerated Quality Survey (AQS)
Today, customer-defined problems are becoming less associated with a component or system defect and more associated with its ability to satisfy customer expectations. AQS assists clients in accurately aligning engineering requirements with customer-defined performance expectations.
Vehicles are statically evaluated and also driven by professionals using an accelerated mileage accumulation program ranging from 3,500 to 100,000 miles. Voice-of-the-customer feedback is provided by the firm's syndicated Initial Quality and APEAL research. By focusing on the customer viewpoint, evaluators can detect technical problems or quality issues that are likely to appear during the initial ownership period, as well as durability issues that may occur later in the ownership cycle.
Expert Vehicle Evaluation
The Expert Vehicle Evaluation is similar to the Accelerated Quality Survey and is performed before new-vehicle launch. However, rather than focusing on durability issues or failures due to mileage accumulation, vehicles are driven by professionals on a dynamic road test that focuses on initial customer perspectives of the model. Voice of the customer feedback is based on syndicated Initial Quality and APEAL data. Benchmark models are also evaluated to provide an analysis of strengths and weaknesses versus the competition.
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