Quality-related vehicle problems are less often associated with actual defects and more often related to the ability of a product to meet customer expectations.
With industry experts and proven methodologies that yield measurable improvements, J.D. Power’s product consulting solutions help clients develop a competitive advantage by integrating the Voice of the Customer into the areas of strategic planning, product development, supplier operations, launch and production, as well as sales and service.
Voice of the Customer and industry benchmark data are incorporated into each of the below solutions in order to develop improvement activities that are scaled to the unique culture and conditions of your organization.
Component Evaluation (CE): Component Evaluation provides a focused examination of a specific vehicle component throughout the design and implementation period to ensure that it is well-integrated into the vehicle, both physically and conceptually from a Voice of the Customer perspective.
Countermeasure Workshop (CMW): Countermeasure Workshops are organized for development teams to review action plans for resolution of top issues and verify PPH reduction estimates. J.D. Power works with these teams to identify and understand specific issues customers are citing with regard to system performance, in order to align a root cause of these issues and thoroughness of countermeasures.
Accelerated Quality Studies (AQS): Accelerated Quality Studies simulate the effects of long-term vehicle usage in a much shorter, and therefore actionable, time frame. An accelerated mileage accumulation uses the J.D. Power Initial Quality StudySM (IQS) and J.D. Power Automotive Performance, Execution and Layout StudySM (APEAL) framework to provide a Voice for the Customer-centric evaluation of pre-production vehicles (or components) vs. benchmark vehicles (or components) to uncover potential quality and difficult to understand/use issues prior to launch.
Customer Placement Evaluation (CPE): Customer Placement Evaluation provides early feedback on new models just prior to launch. Consumers drive the new model for up to 3 weeks then provide their perception of the vehicle’s strengths and weaknesses from the J.D. Power Initial Quality StudySM (IQS) and J.D. Power Automotive Performance, Execution and Layout StudySM (APEAL) perspective. Based on the findings, J.D. Power develops recommendations for problems that can be corrected prior to launch.
Customer Vehicle (or Component) Evaluation (CVE or CCE): Customer Vehicle (or Component) Evaluation provides early feedback about reactions from the first group of customers who purchased a new vehicle upon launch. The J.D. Power Initial Quality StudySM (IQS) and J.D. Power Automotive Performance, Execution and Layout StudySM (APEAL) are used as the framework to provide a Voice of the Customer-centric review to gain insight into their perception of the strengths and weaknesses of the vehicle, as well as particular areas of issue or satisfaction.
Quality Implementation Function (QIF): Quality Implementation Function provides clients with the opportunity to employ daily, monthly, and even quarterly reviews of quality improvement initiatives. Depending on the timing of these reviews, taskforces ranging from key stakeholders to executives are involved to ensure successful implementation of quality countermeasures to improve operational management.