I strongly object to "GM Internal Study Ranks Van Nuys Plant as Its Worst" (April 6), which resulted in an unfair characterization of the UAW work force at the plant.
The numbers reported in The Times are only one part of a quality monitoring system. They are a result of soliciting feedback from our customers.
Customer feedback is important, but it does not give the whole picture with regard to quality. The individual who purchases a high-performance sports car has different expectations than those who buy other models. The requirements of our cars are different than other models, which the article made no attempt to explain.
We also depend on other internal monitoring systems to ensure a quality product. We have daily audits on both shifts, regular corporate audits, electrical audits, variation reduction teams and quality monitors. These efforts are given equal or greater weight than the figures the article was based on.