Quality Progress - October 2017 - 11

AUTOMOTIVE

AMERICAN CAR BUYERS
LESS SATISFIED
Customer satisfaction with automobiles fell as
domestic brands lost ground this year, according to
the latest results of the American Customer Satisfaction Index (ACSI).
Driver satisfaction was down 1.2% to a score of
81 on the ACSI's scale of 0 to 100. General Motors
gained in customer satisfaction this year with an
ACSI score of 82, but no one else among Detroit's
automakers did. Ford slid to 81, followed by Fiat
Chrysler at 77.
Foreign-made vehicles, however, continued to
have the highest driver satisfaction and 77% of the
above-average nameplates in the ACSI are imports.
Overall, the gap between international and domestic
manufacturers has widened because of the downturn for U.S. cars.
"Chances are that we have seen this (happen)
before," says Claes Fornell, ACSI Chairman and
founder.
"There was a surge in demand and increasing
customer satisfaction with foreign cars in the 1980s,
mostly because the domestic auto industry had
difficulty keeping up," he said. "While U.S. cars have
improved much over the years, they have not been
as consistent in quality and customer satisfaction
compared with their international counterparts."
Fornell suggested carmakers renew their focus on
how to create satisfied and loyal customers.

GETTING TO KNOW...

David D. Butler
current position

Global director of corporate
quality systems, TI Automotive,
Auburn Hills, MI.

Bachelor of science in business
management from the University of Phoenix.

What was your
introduction to
quality?

What's the best
career advice you
ever received?

In 1976, the company
I worked for asked me
to take on the role of
quality supervisor. It
wasn't really a choice.
At the time, I was a
production supervisor
and attending Wayne
State University in
Detroit, studying
pre-medicine. The
rest is history.

Make quality black
and white. Never let it
get personal.

Is there a teacher
who influenced
you more than
others? Why?
There are two:
John Hromi and
Dorian Shainin. Both
provided more oneon-one tutoring, both
were very personable
and both became
friends of mine.

Any previous
jobs you consider
noteworthy?
I have held director-level roles at TRW
Automotive, Robert
Bosch and Thyssen
Krupp Budd.

For more on the results, visit www.theacsi.org/
news-and-resources/press-releases/press-2017/
press-release-automobiles-2017.

education

What's the last
movie you saw?
"American Graffiti."

Are you active in
ASQ?
I am currently the
chair of ASQ's Automotive Division and
involved in various
committees.

What noteworthy activities or
achievements
outside of ASQ do
you participate in?
I am the past chair of
National Management
Association, and I'm
currently a member
of two Automotive
Industry Action Group
committees.

Any recent honors
or awards?
Elected to ASQ's
2017 class of fellows.
Named the ASQ
Automotive Division
Quality Professional
of the Year in 2011 and
recipient of the division's Jarvis Award
in 2015.

Are you active on
social media?
Yes. I'm on LinkedIn,
Facebook and
Instagram.

Have you had anything published?
"The Road Ahead,"
which appeared in
Quality Progress in
October 2015. I'm also
working on an update
to the International
Organization of Standardization/Technical
Specification 16949
handbook to reflect
the new standard,
International Automotive Task Force 16949.

Personal
Married to Ellen for
41 years. We have
one child and two
grandchildren.

What do you do
for fun?
Go bow hunting and
camping, and spend
time with family.

Quality quote:
"Quality is never
better than the honor
and intent of the men
and women that are
assuring it."

qualityprogress.com ❘ October 2017

QP 11


http://www.theacsi.org/news-and-resources/press-releases/press-2017/press-release-automobiles-2017 http://www.qualityprogress.com

Table of Contents for the Digital Edition of Quality Progress - October 2017

Seen and Heard
Progress Report
Mr. Pareto Head
Expert Answers
Career Coach
In Focus
The Results Are In
Visual Aid
Experimental Learning
Statistics Spotlight
Standard Issues
Marketplace
Footnotes
Try This Today
STANDARDS AND AUDITING GUIDE
Quality Progress - October 2017 - intro
Quality Progress - October 2017 - cover1
Quality Progress - October 2017 - cover2
Quality Progress - October 2017 - 1
Quality Progress - October 2017 - 2
Quality Progress - October 2017 - 3
Quality Progress - October 2017 - 4
Quality Progress - October 2017 - 5
Quality Progress - October 2017 - Seen and Heard
Quality Progress - October 2017 - 7
Quality Progress - October 2017 - Progress Report
Quality Progress - October 2017 - Mr. Pareto Head
Quality Progress - October 2017 - 10
Quality Progress - October 2017 - 11
Quality Progress - October 2017 - Expert Answers
Quality Progress - October 2017 - 13
Quality Progress - October 2017 - Career Coach
Quality Progress - October 2017 - 15
Quality Progress - October 2017 - 16
Quality Progress - October 2017 - 17
Quality Progress - October 2017 - In Focus
Quality Progress - October 2017 - 19
Quality Progress - October 2017 - 20
Quality Progress - October 2017 - 21
Quality Progress - October 2017 - 22
Quality Progress - October 2017 - 23
Quality Progress - October 2017 - 24
Quality Progress - October 2017 - 25
Quality Progress - October 2017 - The Results Are In
Quality Progress - October 2017 - 27
Quality Progress - October 2017 - 28
Quality Progress - October 2017 - 29
Quality Progress - October 2017 - 30
Quality Progress - October 2017 - 31
Quality Progress - October 2017 - 32
Quality Progress - October 2017 - 33
Quality Progress - October 2017 - Visual Aid
Quality Progress - October 2017 - 35
Quality Progress - October 2017 - 36
Quality Progress - October 2017 - 37
Quality Progress - October 2017 - 38
Quality Progress - October 2017 - 39
Quality Progress - October 2017 - Experimental Learning
Quality Progress - October 2017 - 41
Quality Progress - October 2017 - 42
Quality Progress - October 2017 - 43
Quality Progress - October 2017 - 44
Quality Progress - October 2017 - 45
Quality Progress - October 2017 - 46
Quality Progress - October 2017 - 47
Quality Progress - October 2017 - Statistics Spotlight
Quality Progress - October 2017 - 49
Quality Progress - October 2017 - Standard Issues
Quality Progress - October 2017 - 51
Quality Progress - October 2017 - 52
Quality Progress - October 2017 - 53
Quality Progress - October 2017 - 54
Quality Progress - October 2017 - 55
Quality Progress - October 2017 - STANDARDS AND AUDITING GUIDE
Quality Progress - October 2017 - 57
Quality Progress - October 2017 - Marketplace
Quality Progress - October 2017 - 59
Quality Progress - October 2017 - Footnotes
Quality Progress - October 2017 - 61
Quality Progress - October 2017 - 62
Quality Progress - October 2017 - 63
Quality Progress - October 2017 - Try This Today
Quality Progress - October 2017 - cover3
Quality Progress - October 2017 - cover4
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