Share This Article:

On the Risks and Costs Methodologies Applied for the Improvement of the Warranty Management

Abstract Full-Text HTML Download Download as PDF (Size:434KB) PP. 191-202
DOI: 10.4236/jssm.2011.42023    5,277 Downloads   9,597 Views   Citations

ABSTRACT

This paper deals with the problem of efficiency in warranty management programs, where efficiency is understood as provisioning an effective product warranty service to the lowest cost. For that purpose, this paper first defines the con-cept of warranty and its interaction with other disciplines. It introduces all the necessary stages that should be included within a framework for warranty management. This brief introduction will help the reader to place the work presented in this paper within a context of tools and methods already developed in the literature for similar areas management. Later on, an analysis on risk and cost is presented applying these methodologies to the development of a warranty pro-gram. We show how generic tools developed for project management can now be adapted, in a very useful way, to or-ganize and control the technical assistances to customers during the warranty period. Finally, conclusions of the work are presented, where the main concepts of the paper are summarized and further potential research is suggested.

Conflicts of Interest

The authors declare no conflicts of interest.

Cite this paper

V. González Díaz, F. Pérès and A. Márquez, "On the Risks and Costs Methodologies Applied for the Improvement of the Warranty Management," Journal of Service Science and Management, Vol. 4 No. 2, 2011, pp. 191-202. doi: 10.4236/jssm.2011.42023.

References

[1] K. Lyons and D. N. P. Murthy, “Warranty And Manufacturing, In Integrated Optimal Modelling In Piqm: Production Planning, Inventory, Quality And Maintenance,” Kluwer Academic Publishers, New York, 2001, pp 289-324.
[2] V. G. Díaz, J. F. Gómez, M. López, A. Crespo, P. M. de León, “Warranty Cost Models State-of-Art: A Practical Review to The Framework of Warranty Cost Management,” ESREL 2009, 2009, pp. 2051-2059.
[3] D. N. P. Murthy and W. R. Blischke, “Warranty Management and Product Manufacturing,” Springer-Verlag London Limited, London, 2005, pp 302.
[4] V. G. Díaz and A. C. Márquez, “Book Review: Reliability Engineering. Warranty Management and Product Manufacture,” Production Planning & Control: The Management of Operations, Vol. 21, No. 7, 2010, pp. 720-721.
[5] D. N. P. Murthy and I. Djamaludin, “New Product Warranty: A Literature Review,” International Journal of Production Economics, Vol. 79, No. 3, 2002, pp. 231-260. doi:10.1016/S0925-5273(02)00153-6
[6] B. Dimitrov, S. Chukova and Z. Khalil, “Warranty Costs: An Age-Dependent Failure/Repair Model,” Wiley Periodicals, Inc., Wilmington, 2004.
[7] J. Gómez, A. Crespo, P. Moreu, C. Parra and V. G. Díaz, “Outsourcing Maintenance in Services Providers,” Taylor & Francis Group, London, 2009.
[8] S. Chukova and Y. Hayakawa, “Warranty Cost Analysis: Non-Renewing Warranty with Repair Time,” John Wiley & Sons, Ltd., Chichester, 2004.
[9] D. Christensen, “Determining an Accurate Estimate at Completion,” National Contract Management Journal, Vol. 25, 1993, pp. 17-25.
[10] V. González Díaz, C. Parra; J. F. Gómez and A. Crespo. “Reference Framework Proposal for the Management of A Warranty Program,” Congress Euromaintenance 2010, Verona, 2010.
[11] V. G. Díaz, L. B. Martínez, Juan F. G. Fernández, A. C. Márquez. “Contractual and Quality Aspects on Warranty: Best Practices for the Warranty Management and Its Maturity Assessment,” International Journal of Quality and Reliability Management, 2010.
[12] C. Parra, A. Crespo, P. Moreu, J. Gómez and V. G. Díaz, “Non-homogeneous Poisson Process (NHPP), stochastic model applied to evaluate the economic impact of the failure in the Life Cycle Cost Analysis (LCCA),” Taylor & Francis Group, London, 2009, pp. 929-939.
[13] Ehrlenspiel, Klaus; Kiewert, Alfons; Lindemann, U. Hundal, S. Mahendra (Ed.), “Cost-Efficient Design,” Springer-Verlag jointly published with ASME, New York, 2007.
[14] Seuring, Stefan and Goldbach, Maria (Eds.), “Cost Management in Supply Chains”, Springer-Verlag. New York, 2002, p.109.
[15] D. Mayhew and R. Bias (Ed.) “Cost-Justifying Usability,” Elsevier, Amsterdam, 2007.
[16] D. Doyle, “Cost Control: A Strategic Guide,” Elsevier, Amsterdam, 2002.
[17] B. Ghodrati, P. A. Akersten and U. Kumar, “Spare Parts Estimation and Risk Assessment Conducted at Choghart Iron Ore Mine: A case study,” Journal of Quality in Maintenance Engineering, Vol. 13, NO. 4, 2007, pp. 353-363.
[18] F. Backlund and J. Hannu, “Can We Make Maintenance Decisions on Risk Analysis Results?” Journal of Quality in Maintenance Engineering, Vol. 8, No. 1, 2002, pp.77-91.
[19] P. M. Collier, J. B. Anthony and G. T. Burke, “Risk and Management Accounting. Best Practice Guidelines for Enterprise-Wide Internal Control Procedures”. Elsevier, Amsterdam, 2006.
[20] L. S. Spedding, A. Rose, “Business Risk Management Handbook: A sustainable approach,” Elsevier, Amsterdam, 2007.
[21] L. X. Zeng, “On the Basis Risk of Industry Loss Warranties,” The Journal of Risk Finance, Vol. 1, No. 4, pp. 27-32.
[22] A. Lester, “Project Management, Planning and Control”. Elsevier, Amsterdam, 2006.
[23] L. Tchankova, “Risk identification — Basic Stage in Risk Management,” Environmental Management and Health. Vol. 13, No. 3, 2003, pp. 290-297. doi. 10.1108/09566160210431088
[24] J. Emblemsvag and L. E. Kj?lstad, “Qualitative risk analysis: some problems and remedies” Management Decision, Vol. 44, No. 3, 2006, pp. 395-408. doi.10.1108/00251740610656278
[25] J. Buglear, “Quantitative Methods for Business. The A to Z of QM,” Butterworth-Heinemann, 2004.
[26] A. C. Marquez, “A Structured Approach for the Assessment of System Availability and Reliability Using Continuous Time Monte Carlo Simulation,” Proceedings of the 24th International Conference of the System Dynamics Society. Nijmegen, 2006, pp. 56-56.
[27] W. R. Blischke and D. N. P. Murthy, “Warranty Cost Analysis,” Marcel Dekker, New York, 1994.
[28] R. Howes, “Improving the Performance of Earned Value Analysis as a Construction Project Management Tool,” Engineering, Construction and Architectural Management, Vol. 7, No. 4, 2008, pp.399-411.
[29] J. S. Page, “Conceptual Cost Estimating Manual”. Elsevier, Amsterdam, 1996.
[30] D. N. P. Murthy, W. R. Blischke, S. Kakouros and D. Kuettner, “Changing the Way We Think About Warranty Management,” Warranty Week, 2007.
[31] T. Hines, “Supply Chain Strategies: Customer Driven and Customer Focused,” Elsevier, Manchester, 2004.
[32] M. Raby, “Project Management via Earned Value,” Work Study, Vol. 49, No. 1, 2000, pp. 6-10.
[33] D. N. P. Murthy, M. Rausand and S. Virtanen, “Investment in New Product Reliability”, Reliability Engineering & System Safety, Vol. 94, No. 9, 2009, pp. 1593-1600. doi:10.1016/j.ress.2009.02.031
[34] D. N. P. Murthy, P. E. Hagmark and S. Virtanen, “Product Variety and Reliability”, Reliability Engineering & System Safety,Vol. 94, No. 10, 2009, pp. 1601-1608. doi:10.1016/j.ress.2009.02.030
[35] D. N. P. Murthy, T. Osteras and M. Rausand, “Component Reliability Specification”, Reliability Engineering & System Safety, Vol. 94, 2009, pp. 1608-1617. doi:10.1016/j.ress.2009.02.029
[36] V. G. Díaz, J. F. Gómez and A. Crespo. “Case Study: Warranty Costs Estimation According to a Defined Lifetime Distribution of Deliverables,” World Congress on Engineering Asset Management, Athens, 2009.
[37] N. Jigeesh and M. S. Bhat, “Modeling and Simulating the Dynamics in Project Monitoring and Earned Value Analysis,” Journal of Advances in Management Research, Vol. 3, No. 1, 2006, pp. 26-43.
[38] A. Owen, “Accounting for Business Studies,” Elsevier, Manchester, 2003

  
comments powered by Disqus

Copyright © 2018 by authors and Scientific Research Publishing Inc.

Creative Commons License

This work and the related PDF file are licensed under a Creative Commons Attribution 4.0 International License.