Chrysler Jeep vows to improve quality under Fiat ownership

Divorced from Mercedes-Benz two years ago and now under Fiat ownership bouncing back from bankruptcy, a question mark remains over what will happen to Chrysler Jeep’s recent surge in quality.

The US brand claims it has seen significant reductions in warranty claims. These along with improvements in fit, finish and, especially cabin materials, has been attributed to vehicles developed under the Chrysler-Mercedes alliance. However, the German head of interior design at Chrysler Jeep, Klaus Busse, in Australia for the launch of the new diesel Grand Cherokee this week, says the company will continue to improve quality and reliability under Fiat ownership.

“If there’s something in particular that Fiat has brought to the table … it’s their world-class manufacturing processes,” he told motoring.com.au.

“With the management team that I’m interacting with, and that’s [CEO] Sergio Marchionne included, there is no second-guessing and no doubt about where quality has to be.

“Our head of quality, Doug Betts, comes from one of the Asian companies [Nissan], and he’s doing an outstanding job. It’s mind-blowing the quality data we now have. We are on our lowest ever warranty rate,” Busse stated.

Busse, who had the opportunity to return to Mercedes-Benz when the two companies split – but chose to stay at Chrysler Jeep under Fiat ownership – says the German carmaker’s involvement in quality improvements has been overplayed.

“The public and [the media] over-rates this Mercedes play. At the end of the day we inherited a platform that was strongly modified for our use, everything else is genuine Chrysler.

“I could have gone back to Mercedes and been part of a team that could have elevated quality… another few per cent. But I think the opportunity was greater at Chrysler, being with the underdog. Bringing them from the ‘Chinese water pistol’ comments to something that is respected again.

Busse explained respected US daily The Wall Street Journal compared some of Chrysler’s interior plastics to a Chinese water pistol.

“There were a couple of these comparisons, and it hurt. You wonder how on earth it was possible. But now we are on the right path.”

Busse said the US government bailout and bankruptcy process changed the company – and inspired the “Imported from Detroit” advertisement which aired during the Superbowl last year. It has since attracted more than 12 million hits on You Tube (watch it below).

“It’s about being humble and reflecting on the past,” he said.

“If you go through a life-changing experience like the bankruptcy process, it changes you as a human being. You really reflect on why the heck are we at where we are at.

“To emerge out of that with a group of people, it’s a very bonding experience,” he stated.