Freep: Chrysler slashing problems

According to the Detroit Free Press, Chrysler has slashed 90-day warranty claims by 29% since February, saving hundreds of millions of dollars, according to Chief Customer Officer Doug Betts. Chrysler has 18 teams set up to fix issues in key vehicle areas, and under Tom LaSorda has also been moving to empower factory workers to solve problems on the factory floor. The result of both efforts (and of jettisoning the Daimler “quality SWAT teams” and endless, hierachical committee meetings) has been solving problems more quickly and finding better solutions. Betts noted that Chrysler has set a long term goal of achieving more top ratings at the highly influential Consumer Reports magazine.

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