Ford aims for high ground

Blue Oval’s boss prom­ises in­dus­try lead­ing ser­vice

Herald Sun - Motoring - - Car News -

‘‘ 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

cus­tomers

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