Ford India is introducing
its global service brand QualityCare in India. This customer
service will be available with all Ford dealers in a phased
Launching the brand in Mumbai
on 8 September, Philip Spender, managing director, Ford
India, said, "Ford is changing its focus -- from
being a car manufacturing company to being a consumer-focused
company. QualityCare is a servicing philosophy, where
world-class standards of quality service systems are combined
to transform automobile servicing into a pleasurable,
comfortable and convenient experience for the customer."
He said QualityCare will
give Ford a competitive edge in the Indian market. Ford
India is increasing the number of dealerships in India.
It aims to have 44 dealer outlets, and the QualityCare
customer service will be operational at every dealer.
Ford India has timed the
introduction of the service to coincide with the launch
of the Ford Ikon car in India. The company is the first
Ford subsidiary to introduce the QualityCare service outside
The QualityCare service
will be supported by Ford''s proposed parts and distribution
centre at its Maraimalai Nagar plant.
- a 24-hour helpline or emergency support through a single
pager number across the country for all Ford customers (9622 000333).
- 7 a.m. to 9 p.m. service hours at dealerships
- facility for customers to communicate directly with the new
customer assistance centre located at Maraimalai Nagar plant, via a new website, www.india.ford.com
- standardised dealer service norms, and an annual
certification of dealers
- installation of its ''worldwide diagnostic system'' at
dealerships to help technicians with quick and accurate diagnosis to service vehicles.
- training of dealer staff