General Motors Gains in Vehicle Dependability

J.D. Power & Associates report is good news for Buick and Cadillac

By Nina Russin

2009 Buick LaCrosse

Last week, J.D. Power & Associates released its 2009 Vehicle Dependability Study. The report, covering customer satisfaction over the first three years of ownership, was good news for General Motors. Buick and Cadillac were at the top of their respective segments. The Buick LaCrosse received an award in the midsize class, and Buick tied with Jaguar as the most reliable brand in North America.

Cadillac ranked ninth among all brands in the industry: the CTS ranked second in the entry premium segment, while the DTS came in third overall among large luxury models.

The study confirmed what GM insiders suspected, based on a fifty percent decrease in warranty claims since 2006. People who buy new GM cars are finding them pleasurable and dependable to own.

Quality improvement begins with design, and continues through customer delivery, according to Janine Fruehan, manager for quality/safety/ R & D communications.

The process begins with engineering for manufacturability: engineers validate all the components that will go into a new car.

“Years ago we validated parts to a certain mileage,” said Fruehan. “Today we test and validate to not fail.” Read the rest of this entry »