PROFITABLE GROWTH FOR ALL

1) Executives sign the quality commitment
flag at the all-new Ranger Job 1 ceremony
at AutoAlliance Thailand (AAT) in Rayong.
2) The transformed Michigan Assembly Plant,
is producing the fuel-efficient new global Ford
Focus for North American customers, features
flexible manufacturing, environmentally
friendly practices and a highly trained work
force. 3) Quality is reflected in every stitch of
the new Ford Focus. 4) Robotized Unit for
Tactility and Haptics, or RUTH, is a machine
designed by Ford that combines a computer’s
eye for detail with human perceptions of
quality through touch and feel.
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PILLARS OF ONE FORD
QUALITY
At Ford, quality is designed and built into every
vehicle. The vehicles Ford is building today are more
durable and reliable than they were even a few years
ago. Ford has made significant strides over the past
few years to achieve world-class levels of quality and
desirability.
This commitment to quality touches every
aspect of the vehicle process at Ford – from design
to manufacturing to product launch – so that quality
is present every step of the way. Through a global
product strategy and a single global management
team, Ford is leveraging its assets, implementing
best practices and a systematic approach to quality.
This translates to more satisfied customers.
Ford’s customer satisfaction scores in North
America have risen nearly 10 percent in recent years,
from 73 percent in 2007 to 80 percent in 2011,
according to data from Global Quality Research
System. The warranty repair rate at three months has
fallen 19 percent from 2007. The good news continues
even as the vehicle ages – repair rates at 12 months
have fallen 21 percent from 2007 levels.
Part of Ford’s long-term plan includes a laser-focus
on all aspects of the quality process, moving beyond
expected levels of reliability to exceptional
craftsmanship, head-turning design and exciting
technology that transforms the driving experience for
the customer.
14 Ford Motor Company | 2011 Annual Report