jdp_participant_manual.ppt

jdp_participant_manual2J. D. Power Tracking StudyBenefits From This Training Provides an understanding of primary, progress, and process quality measures Learn how to use J. D. Power data to monitor performance to business plan objectives Understand uses and limitations of the data Support “Quality as a Value” initiative Can support rapid problem identification and resolution Can provide confirmation of implemented improvement initiatives3J. D. Power Tracking Study4J. D. Power Tracking Study5J. D. Power Tracking StudyPRE-TEST6J. D. Power Tracking Study7J. D. Power Tracking StudyIntroductions8J. D. Power Tracking StudybjectivesOBJECTIVESDescribe J. D. Power Tracking StudyExplain the main customer progress measure for initial quality for Manufacturing and Engineering based on the tracking study reportsIdentify the analysis capabilities and usageExplain relationship between Tracking Study and Initial Quality Study (IQS2)Explain how Tracking Study can influence IQS2 resultsInterpret special reports for Hardy Perennial, Supplier, Tracking, etc. Identify J. D. Power Tracking role in GMNA Quality Matrices9J. D. Power Tracking StudyAgendaActivitiesTimePre-Test10 minAgenda10 minObjectives10 minModule 1 Background25 minBreak10 minModule 2 Collecting tracking data40 minBreakModule 3 Interpreting tracking reports40 minBreak10 minModule 4 Making sense of reports Group Activity40 minSummary15 minPost-Test and Class Evaluation15 min10J. D. Power Tracking StudyModule 1 BackgroundJ. D. Power Tracking Study11J. D. Power Tracking StudyModule 1 BackgroundToday we will learn:J. D. Power Tracking StudyGM Quality How to interpret J. D. Power Tracking Study data Why we need J. D. Power Tracking Studies How to use tracking study report results. 12J. D. Power Tracking StudyPLAN TO WINModule 1 BackgroundDifferentiated Brands -Optimize GMStrong DistributionChannels13J. D. Power Tracking StudyModule 1 Background14J. D. Power Tracking StudyModule 1 BackgroundLeadershipManagementOperationsPrimary MeasuresTracks quality for the total organizationProgress MeasuresTracks progress of operational unit towards primary measureProcess MeasuresTracks internal processes essential to meeting quality targets at the process level and predicts achievement of progress and primaryKEY QUALITY MEASURES AT GM15J. D. Power Tracking StudyOPERATIONS QUALITY MEASURELeadershipManagementOperationsProgressJD Power Tracking Study by Month of Build Problems Per 100 Vehicles Warranty at 2 Months in Service Cost Per Vehicle Incidents Per Thousand Vehicles (IPTV)Global Delivery Survey (GDS) ProcessFirst Time Quality Direct RunGlobal Customer AuditEarly Quality Feedback (EQF) PrimaryWarranty at 6 Months in Service Cost Per VehicleJ.D. Power Initial Quality Survey (IQS2) Problems Per 100 Vehicles Consumer ReportsModule 1 Background16J. D. Power Tracking StudyModule 1 BackgroundJ. D. Power vs. IQS2 What is IQS2? Comparison between Tracking Study and IQS217J. D. Power Tracking Study250/model/plant/MOBTargetSales monthsBuild monthSampling/weighting schemeDates ReleasedIQS2Tracking studyTracking Study vs IQS2 Similarities and DifferencesModule 1 Background4th MondayMay 17, 2001September 25, 2001QuestionnaireIQS2 + verbatimsIQS2 /APEALQuestionnaire length8 pages4 pagesCompetitive sampleYes, industryNo, GM only18J. D. Power Tracking StudyModule 1 BackgroundTracking StudyIQS2 FocusMonth of build (MOB) trackingIndustry-wide benchmarkratings Sample SourceGMR.L. Polk and Company Sample SizeReturn Target250 per model per plant(100 for low volume models)125 lease per model125 purchase per model(while ensuring 100 per plant) TimeframeJuly 1999 - June 2000 MOBNovember and December OwnershipPeriod30 days90 days Questionnaire4 page questionnaire,including 135 IQS2 problembattery8 page questionnaire,including 135 IQS2 problembattery WeightingSchemeProductionSalesPower Studies at a Glance19J. D. Power Tracking StudyIQS2SM MethodologyResponse rate of 28%Study includesApproximately 150 car modelsApproximately 70 light truck modelsOver 47,000 respondentsFor GM, the study includes13,666 respondents8,922 NACG respondents (includes 308 Saab responses)4,744 GMTG respondents90% Confidence Intervals for Total PPHn=250 (Model level): +/- 21.2 PPHn=4,744 (Truck group level): +/- 5.1 PPHn=8,922 (Car group level): +/- 3.4 PPHn=13,666 (GM Corp level): +/- 2.9 PPHModule 1 Background20J. D. Power Tracking Study What is a J. D. Power Tracking Study? How was the J. D. Power Tracking Study initiated?Module 1 BackgroundJ. D. Power Tracking Study21J. D. Power Tracking StudyIMPORTANCE OF J. D. POWER TRACKING STUDYModule 1 Background The J. D. Power Tracking Study is a Progress measureProgress JD Power Tracking Study by Month of Build Problems Per 100 Vehicles Warranty at 2 Months in Service Cost Per Vehicle Incidents Per Thousand Vehicles (IPTV) Global Delivery Survey (GDS) ManagementIt is intended to track the improvement or deterioration from process or engineering change. LeadershipOperations22J. D. Power Tracking StudyModule 1 Background23J. D. Power Tracking StudyModule 2 Collecting Data24J. D. Power Tracking StudyCollecting DataModule 2 Collecting Data25J. D. Power Tracking StudyModule 2 Collecting Data26J. D. Power Tracking StudyI HAVE ALL THE RESPONSES!(from the questionnaires)WHAT HAPPENS NEXT?Module 2 Collecting Data27J. D. Power Tracking StudyModule 2 Collecting Data28J. D. Power Tracking StudyModule 3 Interpreting ReportsModule 3 Interpreting Reports29J. D. Power Tracking Study Ranking ReportModule 3 Interpreting ReportsModule 3 Interpreting Reports Verbatim Report Survey Detail ReportTracking (Response) Report30J. D. Power Tracking StudyModule 3 Interpreting ReportsModule 3 Interpreting Reports31J. D. Power Tracking Study Module 3 Interpreting ReportsModule 3 Interpreting ReportsWEIGHT =POPULATION (monthly production per cell)NUMBER OF RETURNSSTEP 1:STEP 3:WEIGHT * PROBLEMSPOPULATION*100PPH weighted =STEP 2:TOTAL NUMBER OF PROBLEMS REPORTED(on all returns)32J. D. Power Tracking StudyModule 3 Interpreting ReportsModule 3 Interpreting Reports.300.015060.6300050Fort Wayne300200Total # of Reported Problems214.5150.0166.5PPH WeightedTotal for all three plants PPH Weighted5.01000200Pontiac East33.34000120OshawaProduction WeightPopulation(Production)Number of returnsSeptember MOB33.3 * 2004000*100 = 166.5PPH Weighted Sept., Oshawa =5.0 * 3001000*100 = 150.0PPH Weighted Sept., Pontiac East =60.0 * 1503000*100 = 300.0PPH Weighted Sept., Fort Wayne =PPH Weighted Sept., =33.3*200 + 5.0*300 + 60.0*1504000 + 1000 + 3000*100 = 214.5Tracking Report Sample (by Plant)33J. D. Power Tracking StudyWhat is the 3 month rolling average?Month Baltimore Reportedof Build M-Van Returns Returns = 50)JulyAugustNovemberSeptemberOctoberSum2002002003020650YesYesYesNoJuly, August and September Month Of Build (MOB) provide the basis for the “3-Month Rolling”calculations. The associated sample is 600, not 650.October or November returns are not included because each month has less than 50 returns.When October reaches 50 or more returns, the” 3-Month Rolling” calculations will be based on August, September and October.Module 3 Interpreting ReportsModule 3 Interpreting Reports34J. D. Power Tracking StudyModule 3 Interpreting ReportsModule 3 Interpreting ReportsExample: 3 month rolling average35J. D. Power Tracking StudyModule 3 Interpreting ReportsModule 3 Interpreting ReportsTOTAL VEHICLE REPORT36J. D. Power Tracking StudyModule 3 Interpreting ReportsModule 3 Interpreting Reports37J. D. Power Tracking StudyModule 3 Interpreting ReportsModule 3 Interpreting ReportsSurvey Detail Report38J. D. Power Tracking StudyRanking ReportModule 3 Interpreting ReportsModule 3 Interpreting Reports39J. D. Power Tracking StudyModule 3 Interpreting ReportsModule 3 Interpreting ReportsCumulative Verbatim Report40J. D. Power Tracking StudyModule 3 Interpreting ReportsModule 3 Interpreting Reports41J. D. Power Tracking StudyModule 4 Group Activity - Make Sense of Tracking Study ReportsModule 4 Making Sense of ReportsModule 4 Making Sense of Reports42J. D. Power Tracking StudyGroup ActivityModule 4 Making Sense of ReportsModule 4 Making Sense of Reports43J. D. Power Tracking StudyModule 4 Making Sense of ReportsModule 4 Making Sense of Reports Benefits of Exercise Discovered worst problems Comparison from year/year Lessons Learned Limitations of data?Group Activity De-Briefing44J. D. Power Tracking StudyModule 4 Making Sense of ReportsModule 4 Making Sense of Reports45J. D. Power Tracking StudySummary & DebriefingSummary & DebriefingJ. D. Power Tracking Study46J. D. Power Tracking StudySummary & DebriefingSummary & Debriefing