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My thoughts re: how the process worked (more) (archive)

[ Follow Ups ] [ 5-series (E39) Message Board ] [ Msg. Board FAQ ]

Posted by BillP on July 08, 2000 at 13:20:07:

In Reply to: 528i Lemon - Settled!!! posted by Len House on July 07, 2000 at 18:39:35:

Having worked for many large companies in roles where I have been responsible for designing "self-balancing" processes, my opinion is that the process of dealing with lemons worked perfectly in this case.

"Self-balancing" refers to giving goals to two groups which seemingly contradict one another in an effort to drive optimal behavior across the organization. Think of the three groups of authority in the US government (congress, executive, judicial) as an example of this [feel free to insert jokes at this point, but it really does work].

The local dealer is measured almost purely on profit - this works 99+% of the time but fails to work in extreme cases such as Len's. To balance this, BMWUSA has a group that couldn't care less about short-term profit and instead is focused purely on customer satisfaction, brand loyalty, and public perception - three measures of success that influence long-term profit.

The trick to resolving extreme cases is to recognize that the usual process won't work. You must appeal to the self-balancing feature that nearly every large company has. BTW, if a company is lacking this feature, they don't survive.

Lawsuits are a great way to awaken the self-balancing feature, but are not the only way.


Bill

: A few days ago I posted about my 528ia lemon and that the dealer and BMW NA were not exactly being helpfull.... Today we settled the case. Apparently someone up at BMW corporate got wind of the discussions here AND at other sites that I posted at and didn't like the negative publicity. They also told me they received more than several phone calls to the dealer and the corporate offices from past, present, and future BMW buyers that questioned BMW's commitment to quality.... They also finally got my Lawyers letter and the discovery request for ALL of the service records including the mechanics hand written reports AND for the SIB# on the defect notice for the engine head.... I guess they did not want to do their laundry in public and they caved in.... I am now the proud owner of a 2001 330ic and a refund check for the difference in price from the 528ia.....

: Thanks to all that responded and to the few of you that actually called BMW!!!!

: Len House

: PS - The 3.0 engine is MUCH more reponsive than the 2.8




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