Cadillac, Warren, Michigan won the Malcolm Baldrige Quality Award in 1990: For the customer, product improvements and Cadillac’s commitment to improving service have resulted in expanded warranty coverage—to a minimum of 4 years or 50,000 miles, as compared with 1 year or 12,000 miles in 1988. Improved product quality, however, has resulted in a 29-percent…

BPIR Categories

4.1.4 Develop & implement marketing strategy
7.2.2 Handle warranties & claims
5.5.3 Improve process/product performance

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