Ford launches QualityCare
09 Sep 1999
Ford India is introducing its global service brand QualityCare in India. This customer service will be available with all Ford dealers in a phased manner.
Launching the brand in Mumbai on 8 September, Philip Spender, managing director, Ford India, said, "Ford is changing its focus -- from being a car manufacturing company to being a consumer-focused company. QualityCare is a servicing philosophy, where world-class standards of quality service systems are combined to transform automobile servicing into a pleasurable, comfortable and convenient experience for the customer."
He said QualityCare will give Ford a competitive edge in the Indian market. Ford India is increasing the number of dealerships in India. It aims to have 44 dealer outlets, and the QualityCare customer service will be operational at every dealer.
Ford India has timed the introduction of the service to coincide with the launch of the Ford Ikon car in India. The company is the first Ford subsidiary to introduce the QualityCare service outside North America.
The QualityCare service will be supported by Ford''s proposed parts and distribution centre at its Maraimalai Nagar plant.
QualityCare comprises:
- a 24-hour helpline or emergency support through a single pager number across the country for all Ford customers (9622 000333).
- 7 a.m. to 9 p.m. service hours at dealerships
- facility for customers to communicate directly with the new customer assistance centre located at Maraimalai Nagar plant, via a new website, www.india.ford.com
- standardised dealer service norms, and an annual certification of dealers
- installation of its ''worldwide diagnostic system'' at dealerships to help technicians with quick and accurate diagnosis to service vehicles.
- training of dealer staff
