My $.02 - This may not be well received, but it seems a good portion of us are acting a little entitled. Me included.
I worked for GM amongst the supply chain side of the house for a few years. It was fucking mind boggling how parts were sourced and managed. It literally was wizardry to me on how they can bring thousands of pieces and parts together from different suppliers all over the world, to produce a vehicle. What I can tell you is these organizations are so massive and so sprawling that on any given day, no one understands what’s going on in other departments. Plants are so disconnected from the “front offices” and their strategies. It does not surprise me one bit that they would face all kinds of customer experience issues moving to a strategy and model they weren’t prepared for.
The last two-ish years have introduced an insane amount of variables. I don’t care what your political affiliation is or what your views on Covid are. The landscape of the world and how it operates has changed. This DIRECTLY impacts a lot of industries, automotive manufacturing being one.
Now, I’m not advocating and justifying anything on behalf of the OEMs and suppliers. Ford, in this specific example, has a metric fuck ton of maturing to do in the customer experience space. If they truly want to shift their vehicle selling model to be more bespoke, then they need to undergo a transformational shift. In this day and age, the customer demands information and lots of it. Customers also like to be coddled and treated with importance. Made to feel special, if you will.
While we all sit here and bitch and say how simple it is to fix the issues they have, it simply is not. I refer back to my statement of huge, sprawling, slow moving, disconnected organizations. Customer experience is becoming a very hot topic across many industries. And for good reason, the consumer is king!
Ford needs to rethink this customer retail order process and figure out a way to keep their customers better informed, made to feel special, and be as transparent as they can be.
As for scheduling, which is a completely separate issue, l don’t have any idea how all this happens. But again, thousands of parts from all over the world have to come together to make a vehicle. Current supply chain issues, Covid protocols, and possibly resource shortages are really putting a turd in the punch bowl. As a process engineering and strategy consultant, I’d love to sit down and understand this magical scheduling voodoo they doodoo.
Again, this may ruffle some feathers, and I feel for those that are sitting around for 4+ months unscheduled or whatever. Emotions get the best of us sometimes, and emotions have been running high for the last couple of years.