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J. D. Power and Associates

MRDM Presentation By Group 4

By:

Garima

Ankita

Adnan

Rahul

Raktim

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About J.D.Power

� Global marketing information services firm

founded in 1968 by James David Power III

� Business unit of the Information and Media

Group of McGraw-Hill, who purchased it from

James David Power III in April 2005

� Headquartered in Thousand Oaks, California

� Surveys of customer satisfaction, product

quality, and buyer behavior for industries

ranging from cars to marketing and advertising

firms

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About J.D.Power (contd)

� Best known for its customer satisfaction

research on new-car quality and long-term

dependability. Its service offerings include

industry-wide syndicated studies, proprietary

research, consulting, training, and automotive

forecasting

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What does J.D. Power and

Associates do?� Conducts research that is used by a variety of industries to

improve product quality and customer satisfaction.

� Bases research solely on responses from millions of 

consumers and business customers worldwide.

� Displays product and service rankings that reflect the opinions

of consumers.

� Does not publish or incorporate the opinions of J.D. Power

and Associates in rankings.

� Funds all of its own syndicated research in order to deliver

unbiased results.

� Researchers and Analysts do not test products.

� Presents studies that serve as industry benchmarks for

measuring and tracking quality and customer satisfaction.

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Marketing Research

�J.D. Power and Associates' marketing research consists primarily of consumer surveys

� Sample sizes of between several hundred and over 100,000

� J.D. Power ratings are based on the survey responses of randomly

selected and/or specifically targeted consumers� J.D. Power obtains the majority of its revenue from corporations that

seek the data collected from J.D. Power surveys for internal use

� To be able 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

� J.D. Power research surveys are conducted using local languages in

India, Japan, China, Philippines, Indonesia, Singapore, Thailand,

Malaysia, South Africa (mail intercept only), Canada, Mexico, United

Kingdom, Australia, New Zealand, Germany, France and Brazil

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Services offered at J.D. Power

�J.D. Power is best known for its customer satisfaction surveys carriedout 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.

� The services offered to these industries are

� Independent Benchmarking

� Mystery Shopping

� Power Information Network

� Certification Programs

� Web Intelligence

� Consulting

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Methodologies used in the

Automotive Industry�

Quality Information System (QIS) -Quality Information System audits evaluate howeffectively manufacturers and suppliers handle customer-related field issues and problems

� Product Development Project (PDP) -PDP methodology identifies critical customer/market

requirements and assists clients in translating these requirements into effective product

strategies, design specifications, and validation criteria.

� Initial Product Evaluation (IPE) -Initial Product Evaluation makes possible early detection of 

potential customer issues by J.D. Power expert evaluators, and utilizes a small number of client and benchmark vehicles

� Accelerated Quality Survey (AQ S) -Customer quality and durability issues are the focus of 

the Accelerated Quality Survey

� Customer Vehicle Evaluation (CVE) -Customer Vehicle Evaluations provide actual customer

feedback on recently purchased, early postproduction vehicles. Collected data focuses on

vehicle quality as well as feedback regarding the customers purchase experience

� Manufacturing Process Enhancement -J.D. Powers manufacturing expert services team help

to improve OEM assembly facilities operations performance and efficiency by optimizing the

use of Voice of the Customer (VOC) and other market requirement information to assure

that manufacturing operations are capable and focused on the issues critical to business

performance (such as sales, warranty, and efficiency)

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Examples Of J.D.Power Surveys

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Examples Of J.D.Power Surveys

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