Warranty Claims Reduction: A Modern Approach with Continuous Improvement Techniques, 1st Edition (Hardback) book cover

Warranty Claims Reduction

A Modern Approach with Continuous Improvement Techniques, 1st Edition

By Ronald Blank

Productivity Press

181 pages | 11 B/W Illus.

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pub: 2014-06-25
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Description

Reduced market share, lack of repeat customers, and added costs are just a few ways warranty claims can hurt an organization. Avoiding complex mathematics or accounting terminology, Warranty Claims Reduction: A Modern Approach with Continuous Improvement Techniques explains how to boost profits through the reduction of warranty expenses in your organization.

Outlining a multifunctional approach for reducing claims, the book begins by summarizing the traditional and most common strategies for warranty cost reduction. Next, it explains how you can reduce warranty costs even further by taking a more complete approach. The comprehensive approach described arms you with less conventional, yet powerful, approaches for reducing warranty costs such as improving warranty processing productivity, clarifying installation and usage instructions, and streamlining supply chain management.

The book emphasizes the improvement of efficiencies and productivity in addition to cost reductions. It outlines methods that can help you reduce warranty costs, improve processing activity, reduce wasted time, and improve training of OEM and warranty service personnel. It also describes methods for providing feedback to those in the engineering, manufacturing, and quality control departments.

The text details methods that are fully compatible with ISO 9001 systems and its sector-specific variations, like AS 9100 and TS 16949. Covering concepts that are applicable across all industries and retail markets, it is an ideal reference for anyone involved in the management of warranty claims processing.

The multifaceted approach described in the book will help you broaden your view on how warranty costs can be controlled—allowing you to achieve more cost reductions than are possible through conventional thinking.

Table of Contents

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

About the Author

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.

Subject Categories

BISAC Subject Codes/Headings:
BUS076000
BUSINESS & ECONOMICS / Purchasing & Buying
BUS082000
BUSINESS & ECONOMICS / Industrial Management
TEC020000
TECHNOLOGY & ENGINEERING / Manufacturing