Ford aims for high ground
Blue Oval’s boss promises industry leading service
‘‘ We’re trying to be more pro-active. We’ve done a full review, wanting to make sure anything change we make is a positive one.’’
Graziano is enthusiastic about everything from a sevenyear service program to a new customer-loyalty program, a training program called ‘‘ Dipped in blue’’ and even the appointment of former motor sport chief Steven Kruk to head a revitalised customer service division.
He says the new moves drill down to the foundations of Ford and have required commitment at all levels.
‘‘ We have universal dealer acceptance. We haven’t made a big promise we cannot deliver,’’ Graziano says.
Ford is already seeing results from the Graziano plan, with the cost of non-scheduled repair works falling, a monthon-month increase in the number of scheduled services — which are now up from 6000 to 10,000 a month. There is also a positive customer reaction to vehicle health check reports that rate jobs on a red-green-yellow scale, signifying in turn fix now, future work and all-clear.
‘‘ We’re also seeing a big increase in getting things right the first time,’’ Graziano says.
He says Ford is still working hard on improvements and says the company is gaining from repeat service business. Owners also say they are more likely to continue with Ford at changeover time.
‘‘ We’re empowering people to make decisions on the ground, instead of having to go back to head office. It reduces the lead time and customer inconvenience,’’ he says.
Mappingnew Territory: Ford is cutting red
tape and cosying up to