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Driving Performance Improvement Through the Voice of the Customer |
Customer-Driven Performance Improvement Initiatives
As competition in the automotive industry continues to intensify, management is constantly looking for the most effective and efficient methods to gain a competitive advantage and increase profitability. The performance-improvement philosophy of J.D. Power and Associates Power AcademySM is to help companies integrate the "voice of the customer" into every business process.
The voice of the customer drives performance-improvement initiatives through
a continuous flow of firsthand customer opinions regarding automotive products
and related services. Unique to J.D. Power and Associates is the ability to
access information that forms the automotive industry standard on customer satisfaction.
J.D. Power and Associates conducts more than 20 annual syndicated studies that
benchmark best practices in automotive and related industries. Access to this
exclusive information enables us to ensure that training and consulting efforts
focus on important issues.
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The Power Academy Advantage
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The Power Academy offers you the opportunity to measurably increase the effectiveness of your performance-improvement efforts. While other training companies focus on event evaluations and post-event surveys, J.D. Power and Associates offers three unique measurement opportunities:
- Syndicated Measurement
More than a decade of best-practice trend data
- Dealer-by-Dealer Tracking
Continuous monitoring of selected dealership employees such as salespeople,
service advisors and technicians to track the impact of change initiatives
- Power Information Network (PIN)
New-vehicle transaction data that measures the impact of performance
changes on retailer profitability
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Educational Philosophy
The automotive industry is currently experiencing unprecedented changes that present complex training challenges to manufacturers, distributors and suppliers. These challenges must be considered during the process of putting design theory into practice. The Power Academy's educational philosophy is based on motivation. Participants who want to learn absorb more than participants who are forced to learn. The Power Academy courses begin by answering participant questions such as, "What's in this for me?" and "Why am I here?"
A Full Range of Training and Performance-Improvement Services
The Power Academy offers a wide range of training services including online Web-based instruction, classroom-support Web sites and multimedia computer-based training modules. Our resources allow flexibility in the delivery of training—from the use of high-tech platforms to integration with traditional instruction—all professionally produced to prepare your employees for the future.
In the past year, J.D. Power and Associates has trained more than 20,000 wholesale and retail automotive professionals. Programs and workshops allow your professionals to actively participate in an environment conducive to learning, where new skills can be learned and follow-up tools ensure continued use.
To learn more about how the Power Academy can enable your organization to increase
the effectiveness of your performance improvement efforts, download
the Power Academy fact sheet — Adobe
Acrobat required.
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