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ReprintsGM asks for dealer assistance on quality
Lindsay Chappell
Automotive News
February 9, 2008 - 9:00 pm ET
General Motors' vow to boost the quality of its vehicles has a secret weapon: dealers. GM believes its quality scores will rise if retailers are more attentive to vehicles that already have been built and delivered. That is the message GM's top quality executive, Jamie Hresko, has been delivering to dealers around the country. Hresko is on a campaign to ask GM retailers to do a thorough pre-delivery inspection of issues that routinely irritate customers and may poison satisfaction reports. Of special importance: memory and personalization features. That includes seat and mirror settings, clocks, radio stations, computer settings and navigation system settings. "I'm asking for your commitment, from all your people," Hresko appealed to an audience of dealers Friday at the GM Minority Dealers Association dinner here. He told the audience that 40 percent of the problems that show up on GM quality reports from sources such as J.D. Power and Associates are related to vehicle controls and settings — not manufacturing issues that stem from vehicle design or assembly. Hresko said GM warranty claims have been reduced by 40 percent over five years. GM wants to improve its performance with double-digit gains this year, he added. He said he has been visiting dealerships twice a week to convey the message. "I'd like to ask for your help," he said. "I'm asking, what kind of problems are you having, in service or product?. |
You can reach Lindsay Chappell at lchappell@crain.com.
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