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Presented by Tavant Technologies at Warranty Chain Management Conference 2011, San Diego, CA Author: Devendra Malekar and Roshan Pinto
Over 80% OEMs feel that Warranty Management is extremely or very important to the companys performance
Market Pressures Driving Warranty Management
67% OEMs are not completely satisfied with their companys approach to Warranty Management
Process Used in Support of Warranty Management
Customer Satisfaction, Warranty Costs and Profitability are the top concerns
Competitive Edge
Controlling warranty spend and ensuring customer satisfaction is always a critical balance
Logistics
Repair jobs
Rentals
Direct CoPQ
> Deficiencies in product engineering / design and analysis
Direct CoPQ
> Field service troubleshooting errors and inefficiency
> Inefficiencies in parts return increase logistics costs and affects reverse logistics processes > Supplier warranty accountability not defined / apportioned well
Direct CoPQ
> Increasing No Fault Found instances with no collaborative dispute management > Inefficiencies in warranty software system High processing times and lack of automation
> Extended Warranties and Service Contracts cost overrun due to lack of dynamic visibility into cash flow
Integration
Automation
Intelligence
Process Transformation
Integration Automation
End-to-End Workflow
Leverage Intelligence
To Analyse KPIs in Expenses Operationa l Efficiency
> Workmanship
> Products & Parts Reliability > Returns and Recalls > Supplier Performance > Reserves & Cash flow > Aftermarket Sales & Profitability
Quality
EW / Contract Profitability
Validation Rules
Processing Rules
Business Conditions
Limits of Authority
Policy Evaluation
Cost Modifiers
Monitoring
Predictive Analysis
Actionable Insight
Dashboards
Collaborative Approach
Conclusion
Closed Loop Warranty
Dealer
Automation
Customer
Supplier
OEM
Integrated Processes Automated System Dynamic Intelligence Steering Committee for Cost Reduction
Intelligence
Stakeholder Collaboration