This page provides documents available for download.

Recent Publications:

Title:  The Real Cost of Quality
Authors: Duane Trojniak, Ph.D., RDA Group Vice President, Statistical Modeling and Consulting
Forum: 2010 Society of Automotive Analysts (SAA), Networking Breakfast, held at Oakland University - School of Business Administration Auditorium

Title:  The Softer Side of Quality
Authors: Dennis Pietrowski (RDA Group) and Bharath Vijayendra (RDA Group)
Forum: 2010 ASQ Automotive Division Symposium, Macomb Community College

Title:  Data Drives Decisions - Making Sure They Are Right!
Authors: Mike Harper (Ford Motor Company) and Bharath Vijayendra (RDA Group)
Forum: Institute for International Research (IIR) November 2007 Industry Summit on Data Quality, Chicago, Illinois

Title:  Control Charting Customer Satisfaction Data
Authors: Gary Radka (RDA Group) and Dr. Robert Kushler (Oakland University)
Forum: 4th Annual American Society for Quality (ASQ) Automotive Division Symposium, Oakland University

Title:  The Effectiveness of Customer Satisfaction Measurements: A Ford of Mexico Case Study
Authors: Leopold Hernandez (Ford of Mexico), Angela Momney (RDA Group), Jorge Cherbosque (UCLA)
Forum: 2005 ESOMAR World Research Conference, Buenos Aires, Argentina

Title:  Assessing the Impact of Warranty Program Initiatives on Customer Satisfaction
Authors: Sherri Loweke (RDA Group), Mark Sickau (RDA Group)
Forum: 3^rd Annual American Society for Quality (ASQ) Symposium, Automotive Division, Oakland University

Title:  Lost In Translation - Don't Let the Challenges of VOC Sabotage your Six Sigma Efforts
Authors: Bharath "Vijay" Vijayendra (RDA Group), John Young (RDA Group)
Forum: American Society for Quality 5^th Annual Six Sigma Conference, Palm Springs, California

Title:  Using Customer Based Ideation to Drive New Product Development
Authors: Jim Thomas (RDA Group), Mark Silverberg (Ford Motor Company)
Forum: 2004 ESOMAR Worldwide Qualitative Research Conference in Cannes, France

Title:  ‘Mapping’ the Customer's Mind: Multi-Dimensional Psychological Insights in Pre and Post Project Qualitative Research
Authors: Michael Francesco Alioto (RDA Group), Sanford Stallard (RDA Group), and Amy Routhier (RDA Group)
Forum: 2004 ESOMAR Marketing Conference in Warsaw, Poland

Title:  Harnessing the Power of VOC for Six Sigma Success
Authors: Jim Thomas (RDA Group) and Bharath Vijayendra (RDA Group)
Forum: Institute for International Research (IIR) October 2004 Market Research Event

Title:  Designing Customer Satisfaction Surveys for Maximum Analytical Power
Authors: Suzanne Batterman (RDA Group)
Forum: 5th Annual ASQ Conference on Quality in Michigan (October 2004)

Title:  Effective Prioritisation of Things Gone Wrong For Maximising Satisfaction Improvement
Authors: Mike Harper (Ford Motor Company), Dennis Pietrowski (RDA Group), Bharath Vijayendra (RDA Group)
Forum: March 2004 ESOMAR Automotive Marketing Conference

Title:  Evaluating quality improvement initiatives using customer survey results - A framework for establishing appropriate and valid targets
Authors: Bharath "Vijay" Vijayendra (RDA Group) and John Young (RDA Group)
Forum: 2003 American Society for Quality (ASQ) Automotive Division Quality Paper Symposium

Title:  The use of "respondent-based intelligent" surveys in cross-national research
Authors: Marilyn Parrett (Ford Motor Company) and Michael Alioto (RDA Group)
Forum: 2002 ESOMAR Latin American Conference in São Paulo, Brasil

Previous Publications:

Title:  Distilling the Essential Components of Satisfaction and Quality

Title:  Customer Satisfaction Driven Six Sigma

Title:  The ‘True’ Inner Self: A Qualitative Assessment of the Mexican Customer's Psychological and Cultural Anthropological Construct

Title:  Ways to Evaluate Voice of the Customer Information for Meaningful Improvements

Title:  From "Report Card" to True Consumer Insight