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Old 04-17-2008, 10:02 PM   #1
Dr Jekyll on the street, Mr Hyde on the track
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Focus Customer Clinic Yields Valuable Feedback


IRVINE, Calif., April 15, 2008 – Quality surveys provide invaluable data. But for Ford, there’s no substitute for talking directly to customers.

That’s what a group of Ford engineers and plant management personnel did last month when they held a customer clinic for 75 owners of the all-new 2008 Ford Focus in Irvine, Calif.

“There are nuances you can’t catch reading a report,” said Dale Wishnousky, plant manager, Wayne Stamping and Assembly, where Focus is built. “It’s important to hear it directly from the customer.”

Customers talked to the Ford team about everything from climate control functionality to sheet metal fit and finish during in-depth walk-arounds. They drove together to listen for any possible noise or vibration. And a diagnostics team checked each vehicle for mechanical clues to quality by reviewing fluid levels and tire pressure.

Interviewers found the Irvine Focus owners to be overwhelmingly pleased with their new vehicles.

“We’re getting good insight,” said Jim Sierzega, quality manager at Wayne Assembly. “We were happy to learn why they’re buying it. They like the look, the style, the sound inside. That’s very positive.”

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