Dear Messrs. Stempel, Poling, Iacocca, et. al

Article Abstract:

American-made cars lose to foreign competition because of worsening quality and inept management. Executives must implement reforms to regain the success the industry once had. Car designers should be given a free hand in developing their ideas, while executives should limit their intervention to design brief proposals responsive to customer needs. Moreover, since the industry's revival depends on customer satisfaction, companies must demonstrate more receptiveness and enthusiasm when taking feedback from people.

Quality management, Automobile industry

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Improving company performance through customer-satisfaction measurement and management

Article Abstract:

Customer-satisfaction research quantifies the tangible and intangible factors which surround purchasing decisions. In addition, customer input can help business firms tailor the appropriate quality improvement program according to both known and unknown customer needs. A general method for implementing and managing a customer-satisfaction measurement system is presented.

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