Service quality at an award winning Ford Motor Company franchise

Vehicle repair customers initially dissatisfied with the quality of work performed at Don Chalmers Ford (DCF), a US Ford Motor Company franchise and winner of the 2016 Baldrige National Quality Award, indicated DCF got the fix right first time. DCF received a “Fix It Right First Time” score of 85 against the Customer Viewpoint Group…

BPIR Categories

15.4.7 Employee efficiency/productivity performance
15.2.4 Service performance e.g. quality/delivery/value