Posts Tagged ‘warranty’

29th June 2009

First Look – ServiceBench

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 | 0 Comments

27th March 2009

Decision management can improve warranty claims and customer experience

Warranty Week (Computer Warranty Trends, 26 March 2009) had an interesting article this week about the rising rate of warranty claims in computer companies:
While other industries are seeing claim rates rise and accrual rates fall, warranty providers in the computer industry are seeing claims rise slightly and accruals rise a lot

This prompted me to write [...]

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posted by James Taylor in Decision Management | Comments Off

12th March 2009

Integrating data and text analysis

Josh Becker of SubZero Wolf and Dave Froning of SAS presented on integrating text analytics and data analytics to make an impression. Text analytics has a lot of potential but success stories are not as widespread as you would think they should be nor are there many stories of operationalizing text analytics. The challenge, Dave [...]

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posted by James Taylor in Analytics, Data Mining | 2 Comments

12th March 2009

Driving harmonization for competitive advantage

Kevin Hogan of Accenture talked about how implementing a warranty system can drive harmonization and competitive advantage.  His focus was on a recent case where they helped a company implement an SAP-based Warranty solution. The case is a global heavy equipment manufacturer with about a focus on Europe and North America. They were running 4 [...]

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posted by James Taylor in Uncategorized | 0 Comments

12th March 2009

Designing and implementing a web-based warranty system

Frank Kozlowski of Kohler presentedf on a web-based warranty system. When they set out to develop the system their goals were to move to a start-of-the-art, easy to use system that was web-based so dealers could enter claims directly anywhere in the world (they have 12,000 dealers). They wanted to reduce their cycle time from [...]

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posted by James Taylor in BPM, Business Rules | 0 Comments

12th March 2009

Quality and warranty cost reduction strategies

Jim Johnson of IBM gave IBM’s point of view on quality lifecycle management. Jim works in Global Services and works with auto and truck manufacturers. IBM’s research shows:

That warranty reserves accrue at between 1% and 3% of sales and this is continuing to increase.
Detection to correction cycles average over 100 days and can exceed 220
Electronics [...]

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posted by James Taylor in Analytics, BI, Business Rules, Decision Management | 0 Comments

12th March 2009

Looking upstream for warranty cost savings

Kjell Hammerstrom of Sun presented on warranty costs. Product management teams specify warranty term duration and terms of warranties on products while procurment teams negotiate warranty terms with equipment manufacturers (many of Sun’s products are built by a manufacturer like Qunta, Mitac, Celestica). However the process was not collaborative – products would be released with [...]

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posted by James Taylor in Strategy | 0 Comments

12th March 2009

Designing performance measurements to identify and reduce warranty waste

Doug Maddox discussed how Chrysler has worked on warranty waste and performance measures to help prevent and eliminate it. In the past, Chrysler had relied on Expense per Unit Repaired to monitor dealers but this was easily manipulated (high cost repairs could be hidden) and it drove adverse behaviors because dealers would refuse to perform [...]

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posted by James Taylor in BI | 0 Comments

11th March 2009

Taking the question out of questionable claims

Jeff Moore from General Electric and Greg Spraker from SAS (see my review of the SAS Warranty product here) spoke on using analytics to find and eliminate fraud in claims. GE’s appliance division dealt with paper claims prior to 2003 and randomly selecting claims for audit. Between 2003 and 2005 they increased the number of [...]

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posted by James Taylor in Analytics, Business Rules, Decision Management | 0 Comments

11th March 2009

Next Generation Warranty Systems

This is my presentation so there’s no blog about it. Here are my slides:

Don’t forget to check out the white paper I have at decisionmanagementsolutions.com/warranty

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posted by James Taylor in Business Rules, Decision Management | 0 Comments

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