appy New Year to everyone! Saying
2008 was a challenging year is an
understatement – so I want to reiterate
my appreciation for the tremendous
efforts that everyone contributed
throughout last year. As we move firmly into 2009, we’ll 3
need to maintain the same unwavering and spirited 3 Product Watch
effort to keep our business viable in the APA region,
No limits for Ranger MAX
and get us through the current and unpredictable
We’ll continue to react to the 4 APA
market dynamics, but we’ll stay true
to the fundamental framework of our
regional approach 6
APA business model. And that means
we’re going to enjoy the introduction
of some really great vehicles this year, 5 South Africa
and start to show the strength of our core product
strategy for the region.
The new Fiesta started arriving here in Q4, and to Motorsports
everyone’s expectations has really wowed both the
media and the public so far in Australia and South
Africa. And just around the corner, China will
7 Fuel Efficiency
be the first market globally to launch the Fiesta sedan. EcoBoost serves up
The refreshed Focus is also getting terrific reviews. more with less
The PowerShift automatic transmission has given us
a significant competitive advantage in performance
8 Cover Story
and fuel efficiency, and its new design has literally
8 Global Fiesta goes local
transformed one of the best-selling C-cars in the world.
Through the first half of this year, we’ll continue its
launch in ASEAN and Tri-Nations markets.
Ranger MAX is a brave project taken on by Ford.
12 Voice of the Customer
This high-impact show truck will be available to support
Giving Quality Care
our new Ranger activities throughout the year. And the
new Falcon finished last year with some very high
praise, winning a number of COTY awards in both
14 Global Watch
Australia and New Zealand.
Ford as reliable
as Honda and Toyota
There is certainly a lot to be excited about this year.
I would be remiss, however, if I did not stress the
fundamental importance of delivering outstanding
cost performance and remaining cash positive in APA if
15 COTY Finalist
we are to continue enjoying the rewards of our current
and future key product programmes. 16 Events 19
One Team. One Plan. One Goal.
17 News Roundup
Executive Vice President, Asia Pacific and Africa Ford Faces
is published for the people of Asia Pacific and Africa, Ford Motor Company, by Ford Communications - 19th Floor, Lake Rajada Office Complex,
193/82-86 Ratchadapisek Road, Klongtoey, Bangkok, 10110, Thailand. Director/Publisher: Whitney Foard Small; Managing Editor: Mia Barrett;
Regional Content Team: PRISM; Design/Production: Oakins and Stone Limited. A publication of Ford Communications Network. January 2009
Please send questions and comments on this issue to email@example.com
No limits with Ranger MAX
ord achieved maximum impact when it revealed “The robust nature of Ranger means that it is the dependable
the Ranger MAX show truck at the Thailand workhorse, and with Ranger MAX we wanted to create a show
Motor Expo last month. More than 1 million truck that is cool as hell.”
people visited the show with Ranger MAX as The show truck was created by the Ford truck team in
a main attraction. Thailand, working with Ford’s Australia-based Asia Pacific and
The Ford Ranger, unsurpassed for its genuine toughness Africa design team, led by Gibson and Max Tran.
and durability, found itself with a new face and a big set of The design team describes the new look as ‘Tough Style’.
18-inch wheels. Visually bold and muscular, Ranger MAX extends Ranger’s
“Ranger MAX wasn’t meant to be elegant or pretty,” said reputation as the hardworking truck that’s the best all-around
Paul Gibson, chief designer of the Ranger MAX show truck. compact truck on the market.
Hood and Tonneau cover Sportsbar
The raised ‘power dome’ The distinctive sportsbar visually extends
hood expresses the Ranger’s the length of the side-access Open Cab
pulling power, echoed by while adding dynamism to the profile,
the remote-controlled power creating the impression that Ranger MAX
The three-bar grille
tonneau cover. Both overt is always ready for action.
and dramatic head
muscular design elements
give Ranger MAX power
by a large open
area below the
a new face for Ford’s
The black grab handle
in the side of the crossbar
is labelled – like
instructions on power
tools – with the word
GRAB . Industrial
shapes such as the
cog-like detailing in
the body accents
and wheel arch
Ranger MAX’s theme
of Tough Style as the Side graphics
ultimate power tool. Explosive, dynamic side graphics
on the fenders and lower doors are
inspired by the high impact of
The two-piece, interlocked sidestep look was
inspired by rock-climbing carabineers and other
outdoor gear you trust with your life.
Issue 1 / 3
t’s 2 p.m. in Bangkok and a regional training session is in
progress – except that participants are not together in the
same classroom but seated in individual markets in the Asia
Pacific and Africa (APA) region.
From this year, the virtual classroom, along with classroom LL5 leaders attend 'Lead the Future' training in Bangkok
sessions and online learning, will be part of the regional approach
to deliver learning and development across APA markets. • Lead the Future (LL3/LL4): 35 leaders attended this regional
“Physical classrooms are great ways to learn and connect. leadership development programme.
However, the world is going virtual and the ability to leverage • Lead the Future (LL5): 51 leaders attended.
technology and engage via online classrooms to gain knowledge “It was a good opportunity to see the big regional picture – to
and skills is a smart way to help our people continue to develop,” meet people from the different markets, to understand the issues
said Kamali Rajesh, director of learning and development in APA. they face and to become friends at the end of it all,” said Sundar
Centralising the design, development and partly the delivery Sundarrajan, APA Product Development, who participated in the
of the training will ensure integrated and optimum use of resources. Lead the Future training.
This will also ensure consistency, quality and availability of learning Despite the global economic turmoil, training is not going to take
opportunities across the region. a backseat.
There were three regional on-site classroom training programmes Said Kamali: “We’re committed to developing regional talent
last year: even in these tough times, reinforcing the fact that we are not
• Enhanced Salaried Supervisor Programme: 635 supervisors driven solely by short-term cash saving goals but by the long-term
were trained in this three-day programme. goal of sustaining growth using regional talent.”
Use FordNet and save up to US$30,000
f everyone in the Bangkok Calls made over FordNet are free
office uses FordNet to make Tips: as they go through the company’s
overseas calls to Ford 1. Make sure your FordNet number is in your CDS. existing data network. With almost
locations, the company can 2. When making a call overseas, check the person’s every Ford location equipped with
save up to 25 percent of the FordNet number in the address book. FordNet, there’s little excuse to be
phone bill – that’s over US$30,000 3. Change your speed dial settings to use FordNet making expensive international calls
a year. Imagine the amount of numbers. via the public phone network. Said
savings if every market in the 4. Use FordNet for audio bridge calls. Panizzon: “This is savings without
region does it, said Rob Panizzon, 5. Use local access phone numbers to call the audio any effort. The quality’s the same,
director of IT in Asia Pacific and bridge from home or when travelling. the convenience is the same. It’s
Africa (APA). just a matter of habit.”
’d like to take this opportunity to welcome everyone back, and hope that you’ve all
enjoyed a restful and festive break, returning to take on the many challenges that
lie ahead of us in 2009.
Last year was a difficult year for all of us. We saw a global economic
downturn and liquidity crisis that combined to create some unprecedented local
challenges – higher inflation rates, a weakened rand, and significantly lower industry
volumes. Although I’d like to predict that this year will be better, I believe it’ll be some time
before things return to normal. So for now and the foreseeable future, it will probably get
tougher before it gets better.
On the positive side, amid all the global challenges, we at Ford Motor Company of
Southern Africa should be encouraged that we have a plan and are committed to making
During 2009, we remain focused on the four pillars that form the basis of our “One Team,
One Ford” plan. These long-term strategies are the roadmap to achieving sustainable,
profitable growth. The four pillars are divided into two key areas of focus: 1) Building the
Ford Brand, and; 2) Improving our Business Model.
To build the Ford brand, we will be working on establishing a core brand portfolio
and improving the brand experience. As evidence of our progress on the first pillar,
98% of our Ford volume will come from all-new or freshened products by June 2009.
We plan to utilize global platforms and source from the Asia Pacific and Africa Region
We aim to improve the brand experience on both the global and local fronts. Globally,
Ford vehicles will have a distinct brand DNA, along with a consistent and bolder design
language – the new Fiesta is the best example of this. Global platforms will deliver better
quality, at a lower cost, and generate fresher products to our customers faster.
Locally, we are reducing marketing complexity and focusing our efforts on our core
volume vehicles. Our dealers have invested approximately R600 million in separating
Ford and Mazda showrooms around the country. These facility changes are important and
provide us with retail capacity necessary to sell and service our customers going forward.
The third and fourth pillars will improve our business model. We will manufacture at
scale while strengthening our operations. Over time, we will migrate to a high volume,
flexible single platform and engine line-up by 2011 – T6 and Puma. We will execute this
manufacturing transformation with a leaner team, using more disciplined processes that
are focused on delivering world-class cost, quality, and productivity leveraging our new
and evolving regionalized organization structure.
2009 will be a tough year but we have a solid plan for the future. I look forward to
working with all of you in what promises to be another interesting and challenging year.
President and CEO, Ford Motor Company of Southern Africa
Issue 1 / 5
Team Ford Racing
miss out at final hurdle
broken rear axle led to the downfall of Team disappointed Woolridge at the end of the race.
Ford Racing’s Neil Woolridge and Kenny “It was frustrating but that’s racing. We’d like to congratulate
Skjoldhammer at the final round of the Duncan Vos on his victory and we look forward to resuming the
2008 Absa Off Road Championship over battle with him and his team next season,” he added. Vos won in
the weekend of Nov 22. his Sasol Nissan Navara.
Both were leading the title battle as they headed into the The RFS Magalies 400 is a new event on the Absa calendar
RFS Magalies 400, with only four points separating three and offers plenty of variety from flat and fast maize fields to rocky
championship hopefuls. outcrops, Kallies Quarry and a few water splashes.
During the 350-km route, the Ford crew seemed assured of Based at the Tarlton International Raceway, the route was fast
second place when tragedy struck and a broken rear axle weld and dusty. The thick dust, in mostly windless conditions, made
sent them into driveshaft problems. With 27km to go, Woolridge overtaking almost impossible and very tricky with high grass hiding
and Skjoldhammer nursed the 4-litre Ranger home to finish in rocks and dongas for those willing to risk driving off the road.
19th place overall. “This season has given us a great foundation to build on
To rub it in, Woolridge and Skjoldhammer have taken a podium during 2009,” said Woolridge.
placing at every round except this last one. “We also look forward to the introduction of new cars and
“We have had an exemplary run of reliability and unfortunately improved technology that will hopefully see us poised in an even
that run came to an end at the worst possible moment,” said a stronger position to challenge for the top honours.”
up more with less
rivers will get a two-fold benefit with Ford’s Direct injection
new technology that downsizes the Fuel is injected directly at high pressure into the combustion chamber of
engine – which means fewer trips to the each cylinder rather than traditional mixing with the incoming air in the
inlet port. Advantages: More precise delivery of fuel for lower emissions,
gas pumps – yet still delivers the power
improved volumetric efficiency and avoidance of knock for better
of a large capacity engine. performance and fuel efficiency.
EcoBoost works by combining direct fuel injection technology
and turbocharging to deliver enhanced fuel economy and
torque. Compared with more expensive hybrids and diesel
engines, EcoBoost improves on the gasoline engine and
provides customers with a way to save money and reduce
emissions without compromising driving performance.
Customers can expect to recoup Energy otherwise wasted is utilised
to rotate a turbine wheel. The turbine
their initial investment through is coupled to a compressor which
fuel savings in 30 months. pressurises the incoming air,
significantly increasing the output
per litre of the engine. The traditional
It even garnered a “Best of What’s New for 2008” award
disadvantages of “boosting” – turbo
from Popular Science, the world’s largest science and lag and knock – are mitigated by
technology magazine. the synergy with direct injection.
Customers can expect to recoup their initial investment
through fuel savings in 30 months, versus seven-and-a-half 6 = 8, 4 = 6
years for a diesel or nearly 12 years for a hybrid. EcoBoost Thanks to both factors, the EcoBoost 6-cylinder engine can produce
is also ethanol compatible. (Calculated using US average torque equal to a large V8; an EcoBoost 4-cylinder engine performs
equal to a larger V6.
fuel price January 2008)
EcoBoost will be delivered to market in the US next year
on the 2010 Lincoln MKS, MKT, Ford Flex and Taurus but
will be offered on a wide range of vehicles with production
reaching 750,000 globally within five years. UP TO
20 PERCENT FUEL
UP TO 15 PERCENT IMPROVED
REDUCTION IN ENGINE
“EcoBoost is meaningful because it can be applied IMPROVEMENT CO2 EMISSIONS PERFORMANCE
across a wide variety of engine types in a range of vehicles,
from small cars to large trucks – and it’s affordable,”
said Derrick Kuzak, Ford’s group vice president, Global
Product Development. For more on this, and other Ford Technology updates,
check out www.ford.digitalsnippets.com/technology
Help tell our story and make a difference.
The Ford plan is actually quite simple: build the best vehicles on the road today
and make them affordable for millions. To learn more, visit www.thefordstory.com
Add this site to your e-signature, and share the link with family, friends,
Issue 1 / 7
and others who might be interested in learning what Ford is doing.
Tomorrow's Fiesta buyer gets a close-up at the Guangzhou Auto Show in November
Global Fiesta goes local
The all-new Fiesta has begun its world conquest
lready on the roads in Europe, South Africa It is the first product of the ONE Ford vision of a single,
and Australia, it will be available in China from global company designing and building cars for a single, global
early this year. By 2010, the car will be on sale customer base, not divided by regional or national borders.
in five continents and manufactured in Europe, Yet, the Fiesta is no mere clone. Engineers have
Asia and North America. adapted the global car to meet local market demands and
The Fiesta for Berlin will look and drive the same as the driving conditions.
Fiesta for Bangkok, with the Fiesta qualities of distinctive
kinetic design, excellent fuel efficiency, fun-to-drive dynamics Tailor-made for China
and superior build quality and safety remaining consistent “Through local customer research we knew quite early in the
everywhere in the world. Fiesta programme that Chinese customers wanted a more
The all-new Fiesta is arguably Ford’s most significant global compliant ride quality from the Fiesta,” said Dieter Schwarz,
vehicle project since the Model T. vehicle engineering manager for global B-cars.
• Chinaʼs top 25 most successful designs
• Scottish Car of the Year 2008
• Finalist for the South African Car of the Year 2009
• Autocar Design Award
• A finalist in the 2009 European Car of the Year
awards. Fiesta lost to the Opel Insignia by just
So the chassis and steering were revised to make both more
compliant for China’s slower driving speeds. The wheels are also
more robust to endure the harsher roads commonly found outside
China’s major metro areas.
While the all-new Fiesta has been engineered to accommodate
a wide range of individuals from small females to some of the
largest males, the Fiesta for China has a total of 240mm front seat
travel – 20mm more than its European counterpart – to cater to
the local physique.
Other than adding a sunroof for the Sport and Ghia models,
Fiesta launches in APA
engineers have also ensured that the sophisticated multi-function South Africa
display offers the choice of Chinese or English. Who: Lifestyle and motoring media
And there is even a unique-to-China storage area under the What: Hip party and sunset drive along the
driver’s seat large enough for a pair of shoes. coastline for lifestyle media; ride and
drive through mountain passes and along
The Fiesta for China has been durability tested to meet Ford’s
the coast, and dancing lessons, for
global quality standard. More than 174 prototypes underwent at least
1.7 million kilometres worth of testing in more than 24 provinces
Where: Cape Town
It survived extreme roads and endured extreme weather conditions
Buzz: “The new Fiesta is a little big car,” said
in provinces such as Hai Nan, Qing Hai and Hei He to test heating, Mike Fourie from CAR Magazine of South
ventilation and air-conditioning performance and powertrain durability. Africa. “The handling is far more
sophisticated and the car has good solidity
Signiﬁcance of China and a funky interior.”
Staging the global reveal of the four-door Verve Concept at
Guangzhou in November 2007 sent a clear message on the Who: Lifestyle and motoring media
significance of China in Ford’s overall plans. What: Ride and drive through the Adelaide hills and
This was again confirmed with the global reveal of the all-new wine country, on some of the regionʼs finest
Fiesta four-door sedan – a model variant designed and developed roads; Christmas party at restaurant along
principally for China – at the Guangzhou Auto Show in November. the marina
“Launching the all-new Fiesta sedan to the world in China signals Where: Adelaide
the importance of China and the Asian region in Ford’s global When: Last month
Issue 1 / 9
strategy,” said John Parker, executive vice president, Asia
Pacific and Africa (APA). Did you know?
Built regionally The original Fiesta was produced
Three- and five-door versions of the all-new Fiesta have been in the summer of 1976 during the
rolling off production lines in Germany for customers in Europe. first oil crisis. More than 12 million
From this month, the five-door hatch along with the four-door have been sold around the world
sedan will be produced at Ford’s new, state-of-the-art since then.
manufacturing facility in Nanjing for China’s market.
and understand their wants in a small car. The answer was
The all-new Fiesta is unanimous – we want a small car we will be proud to drive and
arguably Ford’s most significant
be seen driving.
Ford’s response to that was kinetic design. And the Fiesta
global vehicle project since now exudes presence and individuality in a way that will appeal
to a new generation of buyers.
the Model T. Details such as chrome and brightwork accents, sleek
wraparound headlamps, bold pronounced wheel arch lips
In 2010, the Fiesta will be built in Thailand for the APA and a strong bodyside beltline create a dynamic look, even
region and in Mexico for the North American region. when stationary.
Both the hatch and the sedan rely on the same kinetic
All I want in my small car design elements.
The dramatic design of the Fiesta owes much to research “We set out to design a truly exciting, desirable small
done in China and the Asia Pacific region in 2005 when car that exceeds all expectations,” said Chelsia Lau, chief
Ford hosted customer research clinics to listen to customers designer, China/ASEAN programmes. “The interpretation
Fiesta is Now
Based on the central theme of ʻThis is Nowʼ, Ford has put in
place a contemporary art campaign in Europe to build an
image of the Fiesta as a piece of art and not just a car.
Artists and the public are invited to co-create an
unparalleled collection of images that capture the essence
Some of the images were used in the Fiesta TV ad in
which a range of screens featuring the video art travel
through the streets of Berlin at night and finally morph into
collection of images, create a unique mash-up that defines
a red Fiesta.
ʻnowʼ for them and share it with the world. The This Is
There is also a Fiesta content portal (www.fiesta.ford.eu)
Now blog ties the entire campaign together and covers it
from which visitors can browse the projectʼs entire
as it progresses.
of kinetic design on the four-door body has given the Fiesta
sedan an independent identity while retaining the emotional
Be a fan of Fiesta
appeal of its five-door sibling.” More than 1000 people have signed up as fans
of Fiesta on the Ford Fiesta Facebook page,
Exploring the inside making it a great tool to see what they are
Echoing the stylish exterior design, the interior features full saying about the car.
One fan wrote on the wall: “I LOVVVVVE
surfaces and flowing contours, especially the instrument panel
my ford fiesta!! Iʼve named him Fhil :) heʼs
and door panels.
The striking centre console features a mobile phone-
The page is a great source for photos,
inspired entertainment system that is styled very differently
information and video clips about the car.
to traditional automotive switchgear, to provide a completely
During the Guangzhou Auto Show in November,
intuitive interface. blow-by-blow accounts of the Fiesta sedan
Passengers receive more personal and luggage space reveal were fed directly onto the Facebook
overall than the previous Fiesta. The boot alone can store up page in the form of Twitter tweets.
to 295 litres, on top of ingenious storage areas throughout The Facebook page is the beginning of
the cabin. a concerted effort to utilise social media to
communicate the ONE Ford message to
consumers in the APA region.
“We set out to design
a truly exciting, desirable
small car that exceeds
all expectations. ”
Small can also be safe
More than 55% of Fiesta’s robust body structure is high-
strength steel, making it about 10% stiffer torsionally than
its predecessor and providing an exceptionally rigid safety
cell for all occupants.
Supporting this is its Intelligent Protection System
that offers up to seven airbags, including a new
inflatable side curtain which offers additional
At 40kg lighter than its predecessor, the Fiesta also
delivers agile handling and precise steering with the Electric
Power Assist Steering system.
“This is a sophisticated small car,” said Parker. “Design
combines with advanced technology to deliver very high
levels of refinement, safety and class-leading fuel efficiency.
“This all-new Fiesta proves Ford’s leadership in small car
design and development.”
Issue 1 / 11
voice of the customer
Giving Quality Care
Taking your car in for servicing at a Ford dealer is like going to see a doctor in a five-star hospital – spick and span
surroundings, staff that greet you by name, doctors who respect you and take time to listen to you. This pleasurable,
comfortable and convenient customer experience is at the heart of Ford’s Quality Care process that encompasses
Service, Sales and Body Shop.
Quality Care Service Quality Care Sales Quality Care Body Shop
What: Dealers have a fixed to-do list when it comes to servicing a customer’s What: Standardises sales process What: Standardises processes such as insurance
car, ensuring that each customer gets a consistent quality experience every time. so dealers know exactly how to claim handling assistance and technician training
Started: 1998 treat a potential customer such as to ensure that the vehicle is repaired to its original
Where: All APA markets offering suitable recommendations structural integrity and appearance.
Reach: 580 dealers (60%) based on the customer’s budget Started: 2006
Data: Customer Viewpoint Performance (CVP) surveys found that dealers who and preferences. Where: China, India, Thailand and Vietnam.
implement and sustain the Quality Care process consistently rate better than Started: 2007 The Philippines is next.
non-participating dealers by as much as 34 percent. Where: India and the Philippines. Reach: 74 dealers
Seeing it in action
ord introduced Quality Care (QC) service
in China in 2004 and by now, there are 145
QC service dealers and 50 QC body shops.
Some 80% of the volume is now under QC.
We speak to CSO Director Laurent
Charpentier about its success in China.
Q: You have 145 dealers accredited in QC service. Why is it so
Q: What’s the secret behind QC service? popular among dealers in China?
The secret is people. The “non secret” is process. Defining a process Dealers became convinced after a successful piloting that their very
is easy. Implementing a process so that our people can naturally young inexperienced teams needed to be guided.
delight the customer is the ultimate objective. Our people dealing
Q: Why pilot QC Body Shop in China?
with their customers are like actors on stage – would an actor be
The accident rate is among the highest in the region – one accident
able to capture the people’s attention and to improvise if he doesn’t
per car park each year! This year, the number of accredited dealers
perfectly know the story’s context and the text itself?
will go up to 75 to cover almost 50% of the volume.
Q: How has it made an impact?
Q: Give us a success story from the body shop…
For the customer: they are doing this for me (tailored to my needs)
Before QC: The vehicle’s in on Monday and out on Friday. There
For the dealer: the team is coordinated in improving productivity
are unfinished vehicles everywhere, the customer parking lot is
crowded, lots of dust and people working unsafely.
Q. What are the challenges in carrying out QC service? After QC: The cycle time’s down by 25%, painting cost is down
Sustainment!!! This is the challenge because the CSO mission is to 26%, delivery on time is up 17%. There’s no dust and the customer
provide an outstanding service experience so that the customer parking lot is clean. We manage 30% more volume on average
becomes a brand advocate thus a loyal customer. within the same premises and the same team size.
Turn to the back cover to see a Focus MCA advertisement from the Philippines
The philosophy behind it
hy do we follow the 12 steps
in Quality Care service? Step
into the shoes of the customer
and join CSO Executive
11 Concern Resolution
Contact 1 Appointment
Director Brian Colianni as
he walks us through the rationale behind the first 10 Customer After-Service
Customer appointment scheme 9 and Car Return
We prefer you to come in on appointments rather than have a first- 3 Committed Price
come-first-served scenario where you’re in a rush and we’re in a
rush. Having a scheduled appointment allows us to set aside 20 8 Completion
minutes for you when you come in so that we can really focus on
and Invoicing 4 & Convenience
you and your needs. 7 Processing and
Quality of Work
6 Parts Department/ 5 Scheduling
Advanced Info to
When making the appointment, you get to pick a time that’s
suitable for you. At that time, we also find out what work you’d like
done to ensure the service advisor and the right technician are
ready at the appointed time.
Personalised customer scheme
The night before you arrive, we pre-write the repair order, for
example, oil change or brake pad replacement. We then post your
name on the welcome board with the time of the appointment
and the service advisor’s name at the entrance of the Service
So if you arrive at 8:45 a.m. when your appointment is at 9 a.m.
and you’re not greeted immediately, you’re not upset because you
see your name on the board for 9 a.m. and you know that the
dealer is expecting you.
that may need attention as you look over the car with him. And
Interactive service reception we do this every time you bring your car in. It could be the first
We put your car on a lift so that you and your 10,000-km check, then 20,000 km. Newer cars likely do not need
service advisor can take a walk underneath your
se any unscheduled service but the inspection builds trust and
car – now, that’s a side to your car that you establishes a consultative relationship between our service advisor
probably don’t get to see much – and look at the and you. We become your car’s trusted doctor.
condition of all the under body components. So by the time your car has accumulated 30,000 km, the tyres
Then we lower your car so that you can walk or brakes may be showing some wear and the advisor will show
around it, look under the hood at the drive belts, you this and offer to fix whatever issues may be identified. And
radiator hoses and so on. because we only sell you something when you need it, you trust
The service advisor points out all the items us, agree to the needed service and feel good about the process
that are in good condition and identifies anything
th that has led you to your decision.
Issue 1 / 13
The December issue
Ford as reliable as of Consumer Reports
magazine ranked the
Ford Fusion and
Honda and Toyota
Mercury Milan among
the most reliable
he consumers have spoken. Ford’s surging The climb to the top began six years ago when Ford
domestic car quality is now equal to the best developed a new quality system that starts with high-tech
Japanese automakers. Consumer Reports car design tools and ends with extra training for assembly
2008 Annual Car Reliability line workers. Bennie Fowler, vice
Survey found that, excluding “It’s taken thousands president, Global Quality, noted that
three truck models, Ford’s reliability is on
of people continuously the Fusion mid-sized sedan was one
par with Asian rivals Honda and Toyota, of the first cars to go through that
working together with
leaving domestic rivals in the dust. entire process.
Meanwhile, the U.S. Global Quality
laser-like focus every day David Champion, senior director
Research System (GQRS) study in to boost vehicle quality of Consumer Reports’ automotive
October also found that Ford’s three for our customers to the test centre, observed that Ford’s high
nameplates – Ford, Lincoln and
Mercury – are now statistically
top of the pack. ” ratings are no fluke as the top-selling
Ford products have been matching
equivalent with Honda (including Acura) the best Japanese brands for a
and Toyota (including Lexus and Scion) few years.
in terms of “things gone wrong” (TGW) “This is ONE Ford at its best. It’s
for the 2008 model year. taken thousands of people continuously
The December issue of Consumer working together with laser-like focus
Reports magazine ranked the Ford Fusion every day to boost vehicle quality for
and Mercury Milan among the most reliable our customers to the top of the pack,”
family cars while the GQRS study found that both vehicles are said Fowler.
significantly better in TGW than the Toyota Camry, which they “But this is a never-ending journey. The goal now is to
tied in customer satisfaction. Ford’s newly launched Focus also distance ourselves from our top competitors. We want to be
now equals the Toyota Corolla in both categories. the sole quality leader.”
Fiesta is South African
Car of the Year finalist
he all-new Fiesta is in the running to be the 15” alloy wheels. The interior space and stowage is impressive
South African Car of the Year 2009 and will be with large front door bins capable of storing 1.5-litre bottles or a
put through its paces during a two-day test session road atlas.
later this month at the Gerotek facility near Pretoria Safety is of the highest standard with dual airbags, a driver
by jury members from the South African Guild of seat belt reminder, Anti-lock Brake System with Electronic
Motoring Journalists. Brake-force Distribution and a centre high mounted stop lamp
In all, there are nine finalists vying for the coveted title, including providing peace of mind. The new Fiesta’s Electric Power
the Mazda 6 2.5 Individual model. Assist Steering (EPAS) also replaces the
“We expect the Fiesta
Fiesta is being represented by the 1.6 Trend traditional hydraulic power-assist system of
model, powered by a 1.6-litre Duratec Twin the previous-generation Fiesta for more
Independent Variable Cam Timing (Ti-VCT) petrol to perform well precise steering.
engine. It produces 88kW at 6,000rpm and has a
torque peak of 149Nm at 4,250rpm. Despite its
in this competition. ” South African buyers got their first taste of
the Ford Fiesta in 1997. The car was well
feisty character, the 1.6-litre petrol engine obtains received and in 1998 walked away with the
a combined fuel cycle of 5.9 litres/100km. South African Car of the Year title.
The 1.6 Trend comes well equipped with air conditioning, power Noting how the recently launched Ford Fiesta has been
steering, power windows front and rear, remote central locking, developed using global resources to meet the differing needs of
tinted windows, headlamp delay feature, radio/CD with 6 speakers, customers around the world, Ford’s General Manager Casper
steering wheel audio controls and Bluetooth vehicle interface with Kruger said: “The Fiesta was designed to appeal to the needs and
voice control. desires of a wide range of people without compromising on safety,
The exterior styling features include body colour bumpers and a performance, design and practicality. As such, we expect the Fiesta
rear spoiler, body colour door handles, front and rear mud flaps and to perform well in this competition.”
Suzuki Swift 1.5 GLS
Jaguar XF 3.0 V6 Premium Luxury A/T
VW Tiguan1.4TSi Trend&Fun 4Motion
Audi A4 1.8T Ambition Multitronic
Honda Accord 2.4i Executive
Honda Jazz 1.5 EX
Suzuki SX4 2.0
Issue 1 / 15
Best Ford technician
in Southern Africa
Selvan Anthony, who works for Baloworld Armstrong,
beat 120 master technicians from South Africa, Namibia and
Botswana to win the inaugural Grand Masters competition
by Ford Motor Company of Southern Africa last November.
He was the only one who
found and repaired the fault,
and did the job card within an
hour in the final round.
He won a brand new Ford
Ford honours Focus 1.6 Si five-door, a Mio
loyal employees Digi Walker GPS system from
Ford’s marketing department,
Almost 200 employees – with an astonishing 5,600 years of and a certificate recognising
cumulative experience – were honoured for their long service in his achievement, while
an award ceremony held at Ford South Africa’s Silverton factory Barloworld Armstrong’s dealer principal, Ward Huxtable,
in Pretoria on Nov 12. received a plaque for the dealership to commemorate
Guests were honoured by management. Plant Manager Anthony’s achievement.
Ockert Berry hosted the function while Peter Lawson,
vice president of operations thanked the loyal employees,
some of whom have been with Ford for 45 years, for their
The annual function serves to acknowledge the important
contribution made to the success of Ford South Africa over the
years by people that have been employed for 25 years or more.
An impressive 81 staff were recognised for 25 years of
service, 84 for 30 years’ service, 13 for 35 years’ service and a
staggering 15 staff were celebrating 40 years of service at the
“Our people are the greatest assets we have, and tonight we Supplier of the Year
honour those individuals that have contributed so substantially Hal Feder, president and CEO, Ford Motor Company
to the success of our business,” said Hal Feder, president and of Southern Africa and Peter Lawson, vice president,
CEO, at the function. Operations, presented the gold award to Robert Mannion
“It’s a remarkable number that illustrates the substantial who accepted on behalf of Johnson Matthey on Nov 14.
dedication and wealth of experience we enjoy at FMCSA. Over Suppliers are rated for their quality, delivery and
the years, these valuable and committed employees would commercial performance. The top supplier receives a gold
have seen a lot of change, but they have stayed with us and award and a floating trophy which he keeps for a year.
contributed to making the Ford brand what it is today. As an Silver awards were also presented to Vacuform and Duco
organisation we extend our gratitude and thanks.” Speciality Coatings.
Focus recognised as market
leader in biofuel technology
In November, a judging committee
consisting of senior editors from
Autobild Indonesia magazine
Ford advertising recognised the 2008 Ford Focus
wins big in Taiwan with a special ‘green’ award. It is
the only car in the market to be
Top Taiwan advertising players recognised Ford Lio Ho’s creative in compliance with E20 biofuels,
accomplishments at the China Times 31st Annual Advertising Awards securing Ford Motor Company’s
in November. Among its 11 awards, Ford’s ‘Focus TDCi Travel position as the country’s leader
episode’ won best print advertisement and best TV commercial. in renewable fuel innovation.
Focus and Everest named
Indonesian Cars of the Year
Ford welcomed two major awards at the 2008 Mobil Motor Indonesian Car of the Year
awards ceremony in November. The Ford Focus 2.0L AT won ‘Best Hatchback’, while
the Ford Everest 4x2 MT won ‘Best 4x2 Diesel SUV’.
Double world rally
“Buy Explorer” General Manager loses hair
World Rally Championship’s Motor Sport Ambassador
over sales challenge
Marcus Gronholm took time out during his November “Hit the Customer Service Operations (CSO) sales target and you can shave
trip to Japan to drive a Ford Explorer. Gronholm my head” – that was the challenge Ford South Africa General Manager Nicho
described the Ford Explorer as a “very safe SUV, Le Roux threw down to his CSO team. Over the months that followed and
very smooth, and good for both city and outdoor despite tough market conditions, the team exceeded their US$7.7 million
use.” He told media that “the Ford Explorer is a car sales target. Staff from the Pretoria office gathered to watch the team shave
you have to buy.” Le Roux’s head on Nov 6.
Issue 1 / 17
They have their finger on the pulse of what customers want. Their job is to
keep customers happy and loyal to the Ford brand by meeting their needs
and exceeding their expectations. We get up close and personal with them.
Qian Haojun Putra Samiaji Thanisorn Karnjanakul Ruperto Diego Carrillo
Customer Relations Manager Zone Manager General Zone Manager Dealer Operations and
China Indonesia Parts & Service Customer Satisfaction Manager
4 years with Ford 5 years with Ford Thailand The Philippines
7 years with Ford 10 years with Ford
Q What do you
about your job?
A: I can become
close friends with my
A: Dealing with
differences. The people
A: I enjoy being a supporter, trainer, A: Working with a very
mediator and motivator behind the dedicated team.
customers after fixing and the environment. success of the dealers.
Q How do you
ONE Ford in your
A: I work closer with A: Teamwork,
other operations by initiatives, having fun.
A: The One Goal is to sell more
cars, so I work closely with the sales
A: Our whole CSO team –
Dealer Operations, Service
keeping them informed team and dealers to improve customer Engineering, Warranty and Parts
job on a practical, of customers’ feedback satisfaction. The sales team sells the – works effectively together every
day-to-day basis? on our service and first car, but the service team sells the day in assisting our dealers to
product. second, third and fourth car. resolve customer concerns.
Q What’s one thing
about you that
few people know?
A: I sing well. A: I was a musician.
Guitar is my master
A: I’m able to play a Thai musical
A: I spent two years in Japan so
I know a bit of Nihongo.
Q What do you do
when you’re not
A: I enjoy reading
books and travelling.
A: Spend time with
A: When there’s time, I always
travel. Otherwise, I work out three to
A: Spend time with my family –
going out, watching movies.
four days a week.
Q How do you
A: I watch DVDs or
American TV series.
A: Spend time with
A: I step back, calm down and
confront the problem from another
A: I find the drive home,
listening to music, quite relaxing.
Q If you were a Ford
would you be?
A: Mondeo – it’s
fashionable and sporty.
A: Everest 2.5L TDCi
AT – Highly functional
A: Escape – not too elegant but can A: Ranger – reliable, no matter
live happily in big cities while always what the weather or road
with proven durability ready to go out for new challenges. conditions may be.
New Zealand South Africa
ave a happy snap
that you’d like to
share with the re
of the Ford
it to apamedia@
ford.com and yo
might just see it
in the next issue
Philippin Keep the contrib Issue 1 / 19
es Vietnam chnicia utions coming!