Ford Hires Experts to Catch Problems Before They Enter Production
Ford hires 350 technical experts to improve quality after $1 billion loss due to defects
Key Takeaways
- Ford hires 350 technical experts to improve quality after $1 billion loss due to defects
- Ford ranks #1 mass-market brand in the JD Power Initial Quality Study
- The company attributes improvements to newly hired technical specialists
- Ford lost $1 billion due to defects and subpar quality in 2023
- The company has implemented daily problem-solving meetings and longer testing procedures
How Did Ford Improve Its Quality?
Ford attributes the improvements to its newly hired technical specialists, known internally as “Grey Beards.” The company has looked for the best talent, hiring from other automakers and suppliers, as well as promoting from within.
Speaking to Automotive News, Ford representatives are surprisingly candid about the problems. “There was a recognition as we were struggling through our quality performance several years ago that something needed to change,” said Charles Poon, Ford’s vice president of vehicle hardware engineering.
What Was the Cause of Ford’s Quality Issues?
The recent dearth in expertise can be attributed to a 2019 decision to restructure the company, which saw 7,000 jobs cut, but was sold as a way to make the company more agile, less bureaucratic, and to flatten the management structure.
Then the problems started. Even with today’s improved JD Power IQS ranking, Ford leads the way in the number of recalls. In 2023, the issues spiked with the redesigned Super Duty.
How Does Ford Use AI and Human Expertise?
Ford, like most other companies, has embraced the use of artificial intelligence in working with large data sets. But the company has found human expertise is still required. While AI is used to process data and assess how systems will work, the Blue Oval’s technical experts are still needed to catch problems.
One such expert, Samuel Matt, caught a major problem before the launch of a new option on the Explorer. Matt and his team discovered that a part of the manual tailgate closure wasn’t working but they managed to catch it early on during testing.
What Other Improvements Has Ford Made?
Other improvements Ford made behind the scenes include daily problem-solving meetings and testing vehicles for longer, now to the equivalent of 15 years or 225,000 miles.
Specifications
| Specification | Value |
|---|---|
| Number of technical experts hired | 350 |
| JD Power Initial Quality Study ranking | #1 mass-market brand |
| Loss due to defects and subpar quality in 2023 | $1 billion |
Frequently Asked Questions
Q: What was the cause of Ford’s quality issues?
The cause of Ford’s quality issues was a 2019 decision to restructure the company, which saw 7,000 jobs cut.
Q: How does Ford use AI and human expertise?
Ford uses AI to process data and assess how systems will work, but human expertise is still required to catch problems.
Q: What improvements has Ford made to its testing procedures?
Ford has implemented daily problem-solving meetings and testing vehicles for longer, now to the equivalent of 15 years or 225,000 miles.
