Today's car and truck buyers have expressed frustration with their new vehicle bumpers. They are concerned with the fact that their bumpers don't 'bump'. Customer satisfaction information from J.D. Powers and other OEM indicators recognize that there is a problem, however, only generalizations regarding customer concerns is available for further analysis. As a result of these findings, Visteon has been working to try to get more detailed information relative to customer satisfaction, and an online survey called Customer Insight Diagnostic System or CIDS, has been developed and administered in an effort to gather additional bumper information. Specific questions related to the bumper performance and robustness was developed by Visteon Design and Quality Engineers to enhance that portion of the CIDS survey package. Upon return of the CIDS survey, Visteon uses the information to ensure that the right concerns are being addressed in current model and new bumper programs. Because everyone on the bumper development, manufacturing, and supply side teams, must understand the customer, and how they can contribute toward improving the quality and satisfaction of TPO bumpers. In summary, we each have a mutual need to support the manufacture and delivery of improved-robust fascias. Visteon is using the CIDS to assess specific customer concerns with bumper satisfaction. The CIDS survey has driven us to focus on: gouge and mar, chip resistance, scratching, paint bond, and staining. These tests serve as indicators of fascia substrate and coating technology performance. They have also driven us to recognize that improving current technology by evaluating and re-engineering TPO formulations, and bumper coatings, while putting the right emphasis on the materials of tomorrow, will result in a mutual customer satisfaction improvement. In the short term, items such as rub strips and sensing aids can minimize or reduce damage, which in turn helps reduce the cost of bumper repairs. But, more importantly, our material suppliers, need to be thorough and review everything upfront prior to bumper design freeze. We must openly convey issues to the product teams and OEM vehicle management by explaining the ramifications/cost of design features that influence overall customer satisfaction.


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    Title :

    Bumpers don't bump - customer dissatisfaction with TPO bumpers


    Contributors:
    Bell, J. (author) / Martell, G. (author)


    Publication date :

    2001


    Size :

    7 Seiten


    Type of media :

    Conference paper


    Type of material :

    Print


    Language :

    English




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