29th
June
2009
I saw ServiceBench when I presented at the Warranty Chain Management Conference and got a chance to get a more detailed presentation just recently. ServiceBench is aimed at the Service Supply Chain and is now part of NEW (who also presented at the conference). The service supply chain is often very complex because of the [...]
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posted by James Taylor in Product News |
11th
March
2009
John Hagen of Trane presented on measuring and improving an effective and efficient warranty process. Trane produces Commercial HVAC systems of every size. Warranty is tricky because they make everything so specific to customers.
Trane started a new quality initiative in 2004 because they felt that there were some low hanging fruit. They had warranty reserves [...]
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posted by James Taylor in Strategy |
5th
March
2009
Continuing some posts on next generation warranty systems in the build up to speaking at the Warranty Chain management conference I thought I would contrast how current generation warranty systems handle critical decisions with how next generation systems do so.
Decision
Today
Next Generation
Is Claim Valid?
Data validation rules are coded into the user interface that captures [...]
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posted by James Taylor in Analytics, Business Rules, Data Mining, Decision Management |
13th
August
2008
I have been an iRobot customer since Christmas. Much as I like their products, their customer service decision making leaves a lot to be desired. This particular post was prompted by their inconsistent warranty decision management. iRobot has outsourced its call center, as many companies have, and sound like they want to deliver excellent customer [...]
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posted by James Taylor in Business Rules, Decision Management |
2nd
April
2008
This review in destinationCRM of iRobot’s automated customer service system – in which the system was given a 2008 Elite award – reminded me of an experience with a different iRobot system. iRobot’s return system is less award-worthy. Let me take you back a few months…
At Christmas I took advantage of an iRobot offer to [...]
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posted by James Taylor in Business Rules, Decision Management |