Case Study: Ford achieves 40% fewer dealer audits and greater warranty transparency with Information Builders' WebFOCUS

Ford Delivers Performance Metrics to Dealerships

Ford Motor Company, a global automaker with 180,000 employees, needed a simpler way for thousands of dealers to identify and resolve warranty repair cost issues and to mine 15 years of historical data for insights into manufacturing, supplier quality, and dealer trends. The existing Global Warranty Measurement System (GWMS) delivered complex reports that were hard for dealer principals and general managers—who rarely review warranty data—to interpret, so Ford sought a more intuitive, low‑effort solution.

Working with Information Builders, Ford implemented WebFOCUS-driven GWMS EZ and the interactive 126‑EZ report to deliver zero‑ or one‑click visual dashboards (desktop and mobile) that show monetary comparisons, drill-downs, and real‑time metrics. The new approach gave senior managers and dealers greater transparency into warranty performance, reduced remedial interventions, and cut the number of dealers entering Ford’s global warranty counseling/audit process by 40%, while enabling deeper analysis of manufacturing and supplier trends.

Ford

Jim Lollar

Global Warranty Operations - Business Systems Manager