1st Edition
Warranty Claims Reduction A Modern Approach with Continuous Improvement Techniques
Warranty Claims
Understanding the Real Warranty Costs
Traditional Methods of Reducing Warranty Cost
Automated Claims Approval, Tracking, and Paperwork
Improving Outgoing Quality
Improving Reliability
Preservation and Packaging Improvement
Principles of the Modern Approach
Other Warranty Reduction Actions
Supplier Cost Recovery
On-Site Claims Processing
Rotating Product Exchange
Customer Training
Other Warranty Reduction Actions
Record Keeping
Warranty System Productivity Improvement
Streamlining Service Operations
Communications and Paperwork
Process Flow
Ergonomics and the Warranty Service Area Layout
Material Handling and Flow
Tool and Equipment Availability
Improving the Service Department Itself
Optimizing Mobile Service Activities
Replacement Parts Availability
Diagnostic and Repair Equipment Calibration
Suitability of Diagnostic and Repair Equipment
Inspecting and Testing
Warranty Cost Reduction Training for Employees and Customers
Reducing Warranty Claims by Quality Improvement
Continuous Improvement
Feedback to the Quality Department
Data Collection and Analysis
Improving Defect Detection
Improving Supplier Quality
Feedback to Manufacturing
Sources of Feedback
Feedback about Defects
PFMEA
Supply Chain Management
Feedback from Audits
Other Feedback
Reducing Warranty Claims by Reliability Improvement
Reliability Measurement
Failures in Time
Reliability Improvement
Reliability Program Planning
Determining Causes for Developing Corrective Actions
Determining Defect Root Causes
Common Quality Methods for General Use
Other Tools for Determining Root Cause
Difficulties and Errors in Determining Root Causes
Developing Corrective and Preventive Actions
8-D Method
The DMAIC Process
Feedback to Engineering
FMEA
Design Verification and Validation
Designing for Reliability
Kansei Engineering
Planning and Implementing Your Improvements
Change Management
Implementing Corrective and Preventive Actions
Appendix A: Warranty Cost Tracking Chart
Appendix B: Gauge R&R FORMS
Appendix C: Worksheets for Determining Root Cause
Index
Biography
Ronald Blank has more than 30 years of experience in management and engineering. Approximately half of his experience is in aerospace and the other half is in the automotive industry. His education includes statistics, quality assurance, and mechanical and electronic engineering. He also has much experience in supervision and training of employees, as well as productivity enhancement and warranty claims reduction. He earned a bachelor of science degree and a doctor of engineering degree. Dr. Blank is the author of several books on various management and engineering topics, including reliability and productivity improvement.
