The impact of poor quality in South African automobile manufacturing industry leading to customer dissatisfaction

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Quality can never be compromised in any industry hence manufacturing industry are more likely to suffer the consequences of poor quality the dwell more on producing tangible products and neglecting quality. Manufacturing automobile industries tend to have production problem due to lack of proper quality management systems and production system. SA automobile manufacturing industry has had numerous mechanical and electrical problems in the following vehicles: Ford Kuga, Focus, Transit Connect and Tourneo. Ford Kuga-have an engine compartment which made the car to burn while being driven and customers burning to death leading to a recall on the 3rd of February 2017. Ford Focus, Transit connect, Tourneau- have a potential risk in the cracking of the pressure plate leading to a recall on the 20th of March 2018. Ford Figo and Ikon- have a potential fire-risk which is caused by a power steering fluid leak which can result in the fume being emitted from the engine compartment, leading to a recall on the 23rd June 2017. These problem leads to customer injuries, death, dissatisfaction and loyalty of the customers lost leading to buying from the competitors. Due to all of the potential risks identified SA automobile manufacturing industry has had safety recalls for as a precaution measure. The industry analysis of the problems that lead to the recall is necessary because firstly, the company needs to understand the root cause of the problems and find ways to eliminate it. Secondly, a quality circle would be very essential, analysis of operations cost and effective and profitable business management. Thirdly, benchmarking must be done on the automated assembly and manufacturing process (compare how processes are done at other international automobile manufacturers). Fourthly, Just-In-Time, lean manufacturing principles (Kaizen) POKA -YOKE.

Original languageEnglish
Pages (from-to)1712-1721
Number of pages10
JournalProceedings of the International Conference on Industrial Engineering and Operations Management
Issue numberSEP
Publication statusPublished - 2018
Event3rd North American IEOM Conference. IEOM 2018 -
Duration: 27 Sept 201829 Sept 2018


  • Ford
  • Quality
  • SA automobile industries

ASJC Scopus subject areas

  • Strategy and Management
  • Management Science and Operations Research
  • Control and Systems Engineering
  • Industrial and Manufacturing Engineering


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