View Full Version : ASQ study on car quality

02-24-2005, 06:11 PM
<B>The American Society For Quality Debuts Quarterly Quality Index With 10-Year Analysis<p>Quality Performance Declines as Customer Expectations Rise</B><p>MILWAUKEE, Feb. 24 /PRNewswire/ -- The research study, conducted by the American Society for Quality (ASQ), the world's leading authority on quality, and derived from the American Customer Satisfaction Index (ACSI), the nation's leading measure of customer satisfaction, provides evidence of a dramatic drop in service quality along with an apparent stabilization in product quality. In most industries, quality improvement has failed to keep pace with customer expectations, indicating that there is significant room for opportunity in both sectors to improve business results through better quality systems and processes. "There is no anchor to customer expectations," said Jack West, ASQ past president. "What customers expect today is not what they expected 10 years ago. Successful companies must continually ramp up their quality practices to keep pace with ever-increasing consumer demands."<p><B>In the automotive industry, perceived quality declined 2.1%, with European and Asian manufactured cars outperforming U.S.-made cars. In lieu of high-quality products, U.S. automakers are driven to compete on price (i.e., rebates, 0% financing, etc.), while the Euro and Asian competition compete mainly on quality. The Cinderella story of the auto industry is Hyundai, the only auto manufacturer to increase its perceived-quality score significantly (7.6%) in the past 10 years, due in large part to an aggressive and highly focused quality improvement initiative.</B><p>The rest of the stoy can be found here, which goes into details on the auto industry, as well as other industries: <A HREF="http://www10.mcadcafe.com/nbc/articles/view_article.php?section=CorpNews&articleid=167776" TARGET="_blank">http://www10.mcadcafe.com/nbc/...67776</A><p><B><I>As many have expected</I> </B> <IMG NAME="icon" SRC="http://www.germancarfans.com/images/forums/beigesmilewinkgrin.gif" BORDER="0">