Research Product£Car Quality Study£¨CQS£©
- Goal
of CQS research:
For producers to be aware of quality problems and design defects, so they can modify their schemes. - CQS
research methodology :
Through interviews with drivers, to get feedback on auto quality, to categorize those problems and report them to the design department and quality control department, so as to improve the design and quality, as well as to improve customer satisfaction. - Advantages
of CQS research:
-It is a comprehensive survey of product quality. It addresses each consumer problem carefully through recording their problem depictions verbatim.
-It determines the interview quotas according to assembly and delivery dates; thus, it pinpoints those quality problems.
-The verbatim depictions from customers can be directly presented to engineers to determine their accuracy.
-Referring to the JD Power system, it helps producers know consumers¡¯ opinions quickly, so as to help them improve their product quality and increase market share of the JD power system.
-It connects quality problems with customer satisfaction, and provides producers with the most effective operational models based on the effects of different quality problems on customer satisfaction.
Analysis of satisfaction driving factors (based on 9 separate factors):
- ¡°Satisfaction¡± ¡ª the mean of individual satisfaction with product features.
- ¡°Importance¡± ¡ª the correlation between each individual satisfaction and overall satisfaction. The more the individual satisfaction, the higher the ¡°importance¡± (at the confidence level of 95%).
