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Chrysler's quest for quality lured Nissan exec Betts.

Publication: Automotive News
Publication Date: 14-APR-08 		Format: Online
Delivery: Immediate Online Access
Full Article Title: Chrysler's quest for quality lured Nissan exec Betts.(News)(Nissan Motor Company Ltd.)

Article Excerpt
Byline: Bradford Wernle

When Chrysler LLC first contacted Doug Betts last summer, the Nissan quality chief's main worry was that Chrysler was trying to poach members of his Nashville-based staff.

Little did Betts realize that the initial contact would lead him to a new job, one that's virtually unheard of in the auto industry: chief customer officer. Betts' task is to launch a new quality system into every department of Chrysler.

"Everybody in the company has an effect on customer satisfaction or dissatisfaction,'' he says. "Somebody needs to oversee that.''

Betts, 44, has a big job. This year Chrysler vehicles tied Suzuki for last in Consumer Reports' annual auto issue, where Chrysler vehicles finished at or near the bottom of rankings for overall quality in every segment in which they compete.

Chrysler is trying to react quickly to what customers say about its vehicles. The company has announced about 500 changes to its vehicles and promises many more....

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