The only recent book to cover "Stage 3" warranty management, linking strategic and operational aspects for manufactured products. Shows how to make warranty management an effective tool for enhancing customer satisfaction. Uses minimal mathematics and presents accounting and legal aspects of warranty management in an easily understandable style. Written by two of the world’s leading experts in warranty management.
The only recent book to cover "Stage 3" warranty management, linking strategic and operational aspects for manufactured products. Shows how to make warranty management an effective tool for enhancing customer satisfaction. Uses minimal mathematics and presents accounting and legal aspects of warranty management in an easily understandable style. Written by two of the world’s leading experts in warranty management.
The exponential increase in the development of technology coupled with the customers’ immense desire to possess the newest technological products makes for truncated product lifespans, which instigates a substantial upsurge in their rate of disposal. Attempts have been made to establish specialized product recovery facilities with the intention of diminishing the volume of accumulated waste delivered to landfills using product recovery procedure such as remanufacturing. The economic benefits produced by remanufacturing also portray the role of product recovery in a more attractive light. The quality of a remanufactured product is uncertain for some consumers. Therefore, these consumers possess insecurities in deciding whether or not the remanufactured products will render the same expected performance. This ambiguity regarding a remanufactured product could possibly result in the consumer deciding against its purchase. With such consumer apprehension, remanufacturers often seek market mechanisms that provide reassurance as to the stable durability that these products still maintain. One strategy that the remanufacturers often use is the utilization of the premise of offering product warranties with preventive maintenance on their products. This book is concerned with the practice and theory of warranty management and preventive maintenance, particularly in relation to remanufactured products’ warranties. Models developed in this book can be used for making the right decisions in offering renewable, nonrenewable, one and two dimensional warranty policies, and for managerial decision in considering maintenance contracts or outsourcing maintenance for remanufactured components and products. Features Discusses a variety of warranty policies and preventive maintenance of remanufactured products (first book to do so) Presents mathematical models and applications for warranty policies using examples and simulation results Considers cost and optimization problems from the remanufacturer's and buyer's points of views Provides a foundation for academicians interested in building models in the area of warranty and preventive maintenance analysis of remanufactured products Offers the essential methodology needed by practitioners involved with warranty and preventive maintenance analysis, along with extensive references for further research
This book explores the practical implementation of an advanced after-sales management framework devoted to warranty management. The framework is intended for companies producing either standardized or customized products and such a management tool will facilitate organizational improvement and support innovative decision making processes for technical assistance in after-sales services. “After–sales Service of Engineering Industrial Assets” comprises a proposal for a warranty management framework, with an account of the different methods that can be used to improve decision making in the different stages of the after-sales service management process, and strategies for strengthening the structure and foundations of the framework. A review of the fundamental issues and current research topics in warranty management and after sales services is also provided, which is exemplified by a case study. This book is intended for postgraduates, researchers and engineers who are interested in after sales management, assets engineering and warranty management.
Considers cost and optimization problems from the manufacturer's and the buyer's points of view. The work discusses a variety of warranty policies and the mathematical models for the analysis of related engineering and management issues. All standard consumer product warranties are covered.
Cut warranty costs by reducing fraud with transparent processes and balanced control Warranty Fraud Management provides a clear, practical framework for reducing fraudulent warranty claims and other excess costs in warranty and service operations. Packed with actionable guidelines and detailed information, this book lays out a system of efficient warranty management that can reduce costs without upsetting the customer relationship. You'll dig into the whole spectrum of warranty fraud, from simple sloppy procedures to systematic organized crime, and get to know the fraudulent parties, the victims, as well as the objectives and methods of the fraudulent activities in different scenarios. You'll learn how to implement controls to detect and reduce fraudulent claims and decrease the overall warranty costs. The impact of fraudulent claims is plainly spelled out alongside detailed descriptions of typical symptoms and process gaps present in diverse companies. A comprehensive, multi-modal framework for robust warranty management is presented as a template for revamping your own company's strategy. Fraudulent warranty claims occupy an estimated 3-15 percent of the average company's warranty costs, which generally average between 1-4 percent of sales. Many companies are unaware of the issue or struggle to take action against the claims for fear of upsetting business partners, or because they lack tangible evidence. This book details a robust warranty control framework that institutes transparency and control over the whole warranty chain—supporting the process far beyond just fraud reduction. Understand the different actors (customers, sales channels, service agents, warranty providers, etc.) and different forms of warranty fraud Uncover issues in your company's warranty processes Learn methods to detect and prevent fraudulent activities Implement a robust system of warranty cost control Warranty fraud is a major cost-control issue for most companies, but the sensitive nature of the topic leaves most reluctant to share their experiences and divulge their strategies. Warranty Fraud Management brings warranty fraud out into the open, and provides a clear, actionable framework for cost-savings through fraud reduction.
Warranty Data Collection and Analysis deals with warranty data collection and analysis and the problems associated with these activities. The book is a both a research monograph and a handbook for practitioners. As a research monograph, it unifies the literature on warranty data collection and analysis, and presents the important results in an integrated manner. In the process, it highlights topics that require further research. As a handbook, it provides the essential methodology needed by practitioners involved with warranty data collection and analysis, along with extensive references to further results. Models and techniques needed for proper and effective analysis of data are included, together with guidelines for their use in warranty management, product improvement, and new product development. Warranty Data Collection and Analysis will be of interest to researchers (engineers and statisticians) and practitioners (engineers, applied statisticians, and managers) involved with product warranty and reliability. It is also suitable for use as a reference text for graduate-level reliability programs in engineering, applied statistics, operations research, and management.
This book aims to provide a systemic viewpoint for enterprise to establish the warranty chain management system. This book includes warranty management practice, reverse logistics, product reliability engineering, data statistics and analysis, industry 4.0 and artificial intelligence, circular supply chain and sustainable design, and other basic theories and case descriptions. The author has many years' experience in academic and industrial management, and provides a management framework that especially takes into account (1) the implementation aspect - promotion of warranty plan and statistical analysis of data; (2) strategic aspect - digital application and sustainable development, with an overall system building point of view to describe the steps of warranty chain management step by step. There are rich industry cases in this book which has highly reference value for students, researchers and practitioners. Also this book fits to be used as teaching and training material in engineering management, which builds an overview of the product life cycle management from warranty service till the recovery stage.
