Warranty Management and Product Manufacture

Pirmais vāks
Springer Science & Business Media, 2005. gada 8. sept. - 302 lappuses

Purchasers of manufactured goods demand assurance that the purchased product will perform satisfactorily over its expected life. Warranties play a vitally important role in providing this assurance, in two ways. Firstly, warranty terms can provide a promise of protection in the event of a product failure. Secondly, effective warranty service can assure customer satisfaction in the event of a warranty claim. Successful use of both of these requires proper warranty management.

The authors of Warranty Management and Product Manufacture have developed "Stage-3" warranty management, that views warranties from a strategic perspective, beginning with a warranty strategy that is linked to technical and commercial planning from the very start of the product development process.

The aim of warranty management is to achieve the overall business objectives by focussing on both product performance assurance as well as ensuring customer satisfaction, the ultimate goal of warranty management. Warranty Management and Product Manufacture provides guidelines for achieving this goal.

Written by two of the world’s leading experts in warranty management, this monograph details the most up-to-date thinking in this key area of product manufacture. It will be an invaluable guide for managers in product development, production and marketing as well as graduate students in business and operations management and industrial engineering.

No grāmatas satura

 

Atlasītās lappuses

Saturs

12 Historical Perspective
2
122 PostIndustrial Revolution
3
13 Theories of Warranty
5
133 Investment Theory
6
142 Warranty Decisions
7
143 Warranty Management
8
15 Objectives of the Book
10
References
13
Warranty Considerations in Product Design and Development
159
82 The DesignDevelopment Process
160
821 Product Performance Specification
161
83 Conceptual Design
163
832 Alternate Design Options
165
84 Detail Design
166
842 Achieving Desired Component Reliability
167
843 Additional Topics
169

Products and Product Quality
15
221 Product Classification
16
222 Product Decomposition
20
223 Perspectives
22
23 Product Quality
23
233 Notions of Quality
24
24 Product Life Cycle
27
242 Buyers Point of View
28
243 Product Performance
29
25 Product Reliability
30
252 Product Life Cycle Perspective
31
References
32
Product Warranty
35
32 Warranty Concept
36
33 Role of Warranty
40
334 Societal Viewpoint
41
341 Onedimensional Policies
42
342 Twodimensional Policies
46
343 Cumulative Warranties
50
344 Reliability Improvement Warranties
51
35 Classification of Warranties
52
36 Extended Warranties
54
37 Study of Warranty
55
Appendix Selected Warranty Policies
56
References
60
Warranty Management
63
42 Framework for Strategic Warranty Management
65
421 Technical Issues
67
422 Commercial Issues
68
423 Interaction of Technological and Commercial Issues
69
424 Product Life Cycle Approach to Warranty Management
70
425 Formulation of Warranty Strategy
71
426 Strategy Implementation
72
432 Design and Development Phase
74
433 Production Phase
76
44 Launch Window
78
45 PostLaunch Stage
79
453 Other Issues
80
455 Use of Warranty Claims Data
81
456 Modifications to Warranty Policy
82
458 Warranty Administration
83
46 Conclusions
84
Systems Approach to Warranty Management
87
Define the Objective
88
System Characterization
89
Derive Solutions
90
54 Decisionmaking in the Frontend Phase
92
542 System Characterization
93
543 Modeling
95
55 Systems Approach to Warranty Cost Analysis
97
56 Modeling Product Failures
98
561 The Blackbox Approach
100
562 The Whitebox Approach
102
563 Modeling Component and System Failures
103
References
106
The Role and Use of Data in Warranty Management
109
62 Types of Data
110
621 Data on Earlier Similar Products
111
63 Sources of Data
112
635 Test and Experimental Results
113
6310 Consumer Reports and Magazines
114
642 Probability and Statistics
115
65 Summarization of Data
116
652 Graphical Presentation of Data
117
653 Averages
120
654 Measures of Variability
121
655 Measures of Relationship and Trend
122
66 Inferences from Data
124
663 Hypothesis Testing
126
67 Databased Decision Models
129
68 Analysis of Warranty Claims Data
132
682 Data Analysis
133
69 Computerized Data Analysis
134
Appendix Data for Example 1
136
References
137
Warranty Cost Analysis
139
721 Warranty Cost per Unit Sale
140
722 Life Cycle Cost per Unit Sale
141
73 Methodology for Warranty Cost Analysis
142
732 Modeling
143
733 Some Comments on Analysis
145
74 Warranty Cost Analysis Cost Per Unit Sold
146
741 Cost Analysis of the Nonrenewing FRW Policy
147
742 Cost Analysis of the Nonrenewing PRW Policy
151
743 Cost Analysis of the Nonrenewing Twodimensional FRW
153
75 Life Cycle Cost Analysis
155
751 Life Cycle Cost Nonrenewing FRW Policy
156
752 Life Cycle Cost Nonrenewing PRW Policy
157
85 Development Process
170
852 Productlevel Development
171
854 Testability
172
86 Some Illustrative Examples
173
References
176
Implications of Warranty on Production Decisions
179
92 Product Nonconformance
180
922 Implication of Nonconformance
182
93 Effect of Production Process on Nonconformance
184
932 Process State
185
933 Process Design
186
95 Input Control
187
96 Process Control
188
97 Output Control
191
972 Releasing with No Testing
192
98 Optimal Quality Control
193
References
195
The Role of Warranty in Marketing
197
102 An Overview
198
103 Consumer Purchase Process
199
104 Prepurchase Behavior
200
1041 Purchase Uncertainty and Perceived Risks
201
1042 Information Cues and Signals
202
1044 Warranty and Brand
204
105 Postpurchase Behavior and Warranty
205
1052 Satisfaction and Dissatisfaction
206
1053 Intentions of Consumers
208
1054 Customer Loyalty
209
106 Market Outcome Marketing Perspective
210
1062 Dynamic Sales
211
108 Warranty Strategy
212
References
214
Warranty Logistics
217
1122 Logistics Management
218
113 Product Warranty Servicing
220
1131 Warranty Claims
221
1132 Warranty Logistics
222
1141 Location of Service Centers and Warehouses
223
1142 Demand for Spares
224
1143 Service Channels
225
115 Tactical and Operational Issues
227
1152 Material Transportation
228
1154 Replace versus Repair Strategies
229
1156 Cost Repair Limit Strategy
230
1162 Customer Satisfaction
231
1163 Service Recovery
232
1164 Use of Loaners
234
References
235
Reliability Improvement Warranties
239
122 RIW Background
240
1222 RIW Concept
241
1224 Assurance versus Incentive Warranties
242
124 Bid Proposal Stage 11
244
1241 Contract
245
1242 Costs
246
1244 Dispute Resolution
247
1245 Models
248
126 Management of the RIW Process
250
References
251
Financial Societal and Legal Aspects of Warranty
253
132 Warranty and Accounting
254
1323 External versus Internal Accounting
256
1324 Product Warranty versus Quality Costs
257
1326 Estimating Warranty Costs
258
1332 Consumerist Warranty Concerns
259
1333 Passage of the MagnusonMoss Act
260
134 Warranty Legislation USA
261
1344 Other Legislation
262
1345 The TREAD Act
264
135 Warrantyrelated Litigation
265
1353 Litigation under MagnusonMoss
266
1354 Implications for Business
268
Warranty Management Systems
271
1422 Current Scene
274
144 Databases
275
1441 Database Management
276
1442 Data Warehousing
277
145 Models
278
1454 PostSale Servicing Stage
279
147 Interfaces
280
1472 Application Interface
281
1482 SAP
282
1483 EntigoSAS
283
1484 Jetliner Warranty Management
284
Conclusion
287
Author Index
293
Subject Index
297
Autortiesības

Citi izdevumi - Skatīt visu

Warranty Management and Product Manufacture
D. N. Prabhakar Murthy,Wallace R. Blischke
Ierobežota priekšskatīšana - 2006
Warranty Management and Product Manufacture
D. N. Prabhakar Murthy,Wallace R. Blischke
Priekšskatījums nav pieejams - 2010
Warranty Management and Product Manufacture
D. N. Prabhakar Murthy,Wallace R. Blischke
Priekšskatījums nav pieejams - 2009

Bieži izmantoti vārdi un frāzes

achieved actions additional analysis applications approach associated automobile Blischke buyer called changes Chapter characterization complex components consumer context contract covered deal decisions defined depends desired detail determine discussed distribution effective elements engineering estimation example expected extended factors failed failure Figure function given impact implies important improvement increasing indicated industry interval involves issues lead limit logistics look maintenance manufacturer marketing material mean models Murthy needs nonconforming Note objectives obtained occur offered operational performance phase probability problems product life cycle product performance product reliability purchase reduce regarding reliability repair replacement requirements response result risk sample shown sold specifications stage standard statistical strategy Table testing unit usage variables various viewed warranty claims warranty costs warranty management warranty period warranty servicing York

Atsauces uz šo grāmatu

Par autoru (2005)

D. N. P. Murthy is the Professor of Engineering and Operations Management in the Department of Mechanical Engineering at the University of Queensland and a Senior Scientific Advisor to the Norwegian University of Science and Technology. He has held visiting appointments at several universities in the USA, Europe and Asia. His current research interests include various aspects of technology management (new product development, strategic management of technology), operations management (lot sizing, quality, reliability, maintenance), and post-sale support (warranties, service contracts). He has authored or co-authored 15 book chapters, 140 journal papers and 130 conference papers.

Wallace R. Blischke was a member of the faculty of The Marshall School of Business, University of Southern California, for 27 years. He is currently Professor Emeritus at the Marshall School and Consultant in Statistical Analysis. His specialities include design of experiments, data analysis, reliability, quality assurance, design of sample surveys, estimation theory, and management science. He is co-author of two books.

Bibliogrāfiskā informācija

NosaukumsWarranty Management and Product Manufacture
Springer Series in Reliability Engineering
AutoriD. N. Prabhakar Murthy, Wallace R. Blischke
Izdevums:ilustrēts
IzdevējsSpringer Science & Business Media, 2005
ISBN1852339330, 9781852339333
Apjoms302 lappuses
  
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