May Session Recap
Posted:
May 2008
May's Session - Understanding Quality - took place on May 19 at 6 PM PDT / 9 PM EST with special guest, Doug Betts, Vice President of Quality and Chief Customer Officer. It was a great turn out. You even impressed Doug with your participation.
The discussion revolved mostly around perceptions of quality. Here are a few of the topics that evolved:
-Doug talked about the reorganization of the company. About 250 people now work in cross-functional teams "solving warranty problems at a very high rate."
-Doug's team has created an evaluation that benchmarks Chrysler vehicles to competitors. It involves 16 standard positions inside and outside the vehicle. Six people evaluate both a Chrysler vehicle and a competitive vehicle using the same standards to see how they match up.
-Chrysler's Quality Division is working on four major projects now, taking a very different approach.
-There was a big pull for bringing the Neon back. Though Doug cautioned that the old Neon wouldn't meet today's regulations.
-Many participants place little or no value on Consumer Reports and instead believe blogs and online forums are more realistic sources for "real" consumer insights.
-There was a draw for what influenced the majority of the participants overall vehicle opinion most. If the vehicle looks cheap or the workmanship is poor and how the vehicle matches up with competitors features such as MPG, comfort, quietness, etc., were the two that topped the list
-Many are on board with our Quality improvement direction. "We like the new Chrysler," you told us.
-A few members wanted to know when they'd see any quality improvements. Doug responded with, "I think we can make significant changes in 9 months."
-Doug admitted that he isn't satisfied with Chrysler vehicles and "never will be."
-Doug currently drives a Jeep Grand Cherokee SRT8.
The discussion wrapped up with kudos to Doug before he signed off to head home and help his kids with their homework. There were a lot of great suggestions and Doug is taking some of them back to share with colleagues at Chrysler.



