This report discusses consumer and corporate problems associated with product performance and servicing of consumer durables (such as automobiles, large and small appliances, and televisions and phonographs), and outlines action which should be taken by manufacturers, trade and professional associations, and government to assure quality and responsiveness in this area. The report is divided into four main parts: (1) Rationale of the committee report, (2) before-sale activities (design, product assurance, product assurance system elements, product engineering, product standards and design, manufacturing and quality control, and transportation), (3) during-sale activities (product informations, use, care, and service), and (4) after-sale activities (service personnel recruitment and training, job status, job qualifications, vocational education and the service industry, manufacturer service training, service personnel certification programs, estimating service fraud, licensing, code of responsible servicing practices, replacement parts availability, and complaint resolutions). The 18 recommendations, and the code of responsible servicing practices are included. (WL)