Chrysler 2013 Annual Report Download - page 91

90 Report on Operations
Product Quality
The Group is committed to offering customers vehicles of the highest quality, in all markets and segments, while addressing the specific
requirements of each market and leveraging the opportunities offered by the Fiat/Chrysler integration. To ensure achievement of that objective,
standard methodologies and processes have been introduced for all operating areas worldwide.
Vehicle quality improvements are implemented by both dedicated model-specific teams and cross-functional teams. Their activities include
preventive checks and controls for processes, definition of areas for improvement and implementation of improvement measures. Quality
assessments address the following areas:
Reliability: minimization of vehicle defects
Perceived quality: level of perception of all aspects of a vehicle
Performance and dislikes: how the vehicle compares to competitors’ vehicles and satisfies customer expectations
Service quality: level of customer satisfaction before and after purchase
Regulatory compliance: conformity with strictest safety and environmental standards
Definition and monitoring of specific indicators for each of these characteristics throughout the vehicle design and production cycle are key to
ensuring customer satisfaction.
Sustainability