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Building a Customer‐driven Company – The Saturn Story: An Interview between Richard G. Lefauve, Saturn Corporation, and Richard Whiteley, of the Forum Corporation

Richard G. (Skip) Lefauve (President of Saturn Corporation in 1986, having been named a Vice‐President of General Motors Corporation the previous year. LeFauve began his career with General Motors in 1956 as an engineer with Packard Electric Division in Warren, Ohio. Since then, he has held a variety of positions, including Vice‐president of Manufacturing Operations for GM’s former Buick‐Oldsmobile‐Cadillac Group. As Saturn President, he heads an effort to design and manuf acture small cars in America to compete successfully with imports.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 October 1994

627

Abstract

Examines the reasons for the rapid success of Saturn cars. The president of the Corporation, Richard Le Fauve, gave some answers in an interview with Richard Whiteley. Success is based on customer enthusiasm – involving customers in designing cars, changing retailing methods, actually listening to customers, etc. Other factors are making suppliers responsible and effective teamwork. Concludes with brief comment on the desired future of the company.

Keywords

Citation

Lefauve, R.G.(S). (1994), "Building a Customer‐driven Company – The Saturn Story: An Interview between Richard G. Lefauve, Saturn Corporation, and Richard Whiteley, of the Forum Corporation", Managing Service Quality: An International Journal, Vol. 4 No. 5, pp. 16-21. https://doi.org/10.1108/09604529410796279

Publisher

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MCB UP Ltd

Copyright © 1994, MCB UP Limited

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