Back in 1986, J.D. Power and Associates first began measuring the initial quality of the cars and trucks that Americans rely on for so much.
As a customer, I’m glad the J.D. Power team launched their Initial Quality Study because somebody needed to hold the industry’s collective feet to the fire, and it worked.
Every automaker has come very far indeed. Especially General Motors. Just look at the eight J.D. Power Initial Quality awards we’ve earned this year. This is a tremendous honor that we should all be proud of. We earned it because we’ve satisfied our customers, and that’s a terrific feeling.
It shows that when we put our minds, our hearts and our resources into a goal, we can achieve great things. We will take a few minutes to celebrate but then we have to get back to business and keep improving.
It’s hard getting to the top, as we all know. It’s even harder to stay there. Indeed, we can’t let up until we are the best in all of the things that matter to customers, including design, initial quality, long-term durability and the dealership experience.
It’s a tall order but we must deliver. And we will—as long as we remember who pays the bills around here. That’s the customer.
Always bear this in mind, whether you work in design, product development or on the factory floor: the decisions you make every day will either satisfy customers or convince them to shop somewhere else. It’s that simple.
The last thought I’ll leave you with is this: Remember how good it feels to be recognized for excellence. But when it comes to quality—and everything else that matters to our customers—we all must strive to keep on earning their trust year after year.
Thank you for your hard work.
Chairman and CEO of General Motors