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MRDM Presentation By Group 4

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 › out J.D.Power
a Glo al marketing information services firm
founded in 1968 y James David Power III
a Business unit of the Information and Media
Group of McGraw-Hill, who purchased it from
James David Power III in ›pril 2005
a Headquartered in Thousand Oaks, California
a Surveys of customer satisfaction, product
quality, and uyer ehavior for industries
ranging from cars to marketing and advertising
firms
 › out J.D.Power (contd)
a Best known for its customer satisfaction
research on new-car quality and long-term
dependa ility. Its service offerings include
industry-wide syndicated studies, proprietary
research, consulting, training, and automotive
forecasting
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a Conducts research that is used y a variety of industries to
improve product quality and customer satisfaction.
a Bases research solely on responses from millions of
consumers and usiness customers worldwide.
a Displays product and service rankings that reflect the opinions
of consumers.
a Does not pu lish or incorporate the opinions of J.D. Power
and ›ssociates in rankings.
a Funds all of its own syndicated research in order to deliver
un iased results.
a Researchers and ›nalysts do not test products.
a Presents studies that serve as industry enchmarks for
measuring and tracking quality and customer satisfaction.
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a J.D. Power and ›ssociates' marketing research consists primarily of
consumer surveys
a Sample sizes of etween several hundred and over 100,000
a J.D. Power ratings are ased on the survey responses of randomly
selected and/or specifically targeted consumers
a J.D. Power o tains the majority of its revenue from corporations that
seek the data collected from J.D. Power surveys for internal use
a To e a le to use the J.D. Power logo and to quote the survey results
in advertising, companies must pay a licensing fee to J.D. Power
which forms a small part of its revenue
a J.D. Power research surveys are conducted using local languages in
India, Japan, China, Philippines, Indonesia, Singapore, Thailand,
Malaysia, South ›frica (mail intercept only), Canada, Mexico, United
Kingdom, ›ustralia, New Zealand, Germany, France and Brazil
  



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a J.D. Power is est known for its customer satisfaction surveys carried
out for the automotive industry. However today J.D. Power offers its
services to a variety of industries like Electronics, Financial Services,
Government, Healthcare, Home Improvement, Insurance, Real Estate,
Sports, Telecommunications, Travel and Leisure etc.
a The services offered to these industries are ʹ
a Independent Benchmarking
a Mystery Shopping
a Power Information Network
a Certification Programs
a We Intelligence
a Consulting
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-Quality Information System audits evaluate how
effectively manufacturers and suppliers handle customer-related field issues and pro lems
a 
 
 
 

-PDP methodology identifies critical customer/market
requirements and assists clients in translating these requirements into effective product
strategies, design specifications, and validation criteria.
a  

 


-Initial Product Evaluation makes possi le early detection of
potential customer issues y J.D. Power expert evaluators, and utilizes a small num er of
client and enchmark vehicles
a  




-Customer quality and dura ility issues are the focus of
the ›ccelerated Quality Survey
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ÿ 
-Customer Vehicle Evaluations provide actual customer
feed ack on recently purchased, early postproduction vehicles. Collected data focuses on
vehicle quality as well as feed ack regarding the customer͛s purchase experience
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-J.D. Power͛s manufacturing expert services team help
to improve OEM assem ly facilities operations performance and efficiency y optimizing the
use of Voice of the Customer (VOC) and other market requirement information to assure
that manufacturing operations are capa le and focused on the issues critical to usiness
performance (such as sales, warranty, and efficiency)
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