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ABSTRACT: This study is intended to present to the reader a classification of different engineering tools,
focused on the improvement of the warranty management and product reliability, showing all this by its
application on a practical case. For that purpose, a first goal in this paper will be to describe a case study
of warranty assistances, analyzing its management in the framework of a manufacturing company which
provides deliverables during a specific period of time and following a certain scheduled distribution. Several
different types of warranties are suited for different products (consumer, commercial and industrial; standard versus custom built ...). From these, the kind of product that the paper will deal with is a custom-built
product. Once depicted the working procedure and the connections set between sections inside a generic
company, a reference framework will be proposed in order to manage the warranty assistance, using specific
and previously-developed engineering techniques found in the literature on similar processes. They will be
gathered in four sequential stages, where the different techniques will play a crucial role. Following this
scheme, a framework is presented as a sequence of activities in order to support the management of a warranty program. This proposed reference framework will be focused in the improvement not only of the product reliability, but also in the relationship between manufacturer and customer, offering a practical vision
of the set of actions which compose each organizational block. By reengineering of management processes
and by the application of a correct warranty organization it is possible to influence the product design and
manufacturing among others features, increasing its quality and reliability by enhancing the information
flow concerning product defects and their sources. After presenting the case study and the proposed management framework, they will be compared trying to identify some weak points in the case according to
the commented framework. Once these points to enhance have been detected, it will be possible to consider
some practical actions to improve the warranty program management and, in general terms, its decisionmaking process. After auditing the described study scenario regarding the suggested reference framework,
the paper finishes with the conclusions where the main topics are summarized. Further researches can be
focused on the identification of those good or bad practices followed by different businesses, in order to
round off the development of a complete audit and, consequently, the suggested framework.
1 InTroduction
Warranty is usually defined as the assurance policy
applied to all customers where the purchased goods
or services are (or shall be) as represented and, if
not, they will be replaced or repaired. This assurance is applied during a period of time after a product has been sold, The management of such policy
combines technical, administrative and managerial
actions during the warranty period of an item in
order to maintain or restore the item to a state in
which it can perform the required function, necessary to provide a given service. In order to apply an
effective warranty management, is critical to collect
the proper data and to exchange adequately the
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Customized Vehicle
t1
400
350
300
250
200
150
100
50
0
Electrical System
t2
Disjunctor
Cable
Hydralic System
Valve
Pump
Mechanical System
Gear
Brake
Auxiliary System
Intercom
Navigator
Level 1
Level n
-0
6
p06
ar
-0
se 7
p0
m 7
ar
-0
se 8
p0
m 8
ar
-0
se 9
p0
m 9
ar
-1
se 0
p1
m 0
ar
-1
se 1
p1
m 1
ar
-1
se 2
p1
m 2
ar
-1
se 3
p1
m 3
ar
-1
se 4
p1
m 4
ar
-1
5
se
Level 0
Warranty Evolution
ar
Amount of Vehicles
Monthly Delivery
Delivered Vehicles (Acumulate)
Vehicles in warranty
Month
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Step 1: EFFECTIVENESS
Step 4: IMPROVEMENT
Balance Score
Card
Criticality
Analysis
Failure Root
Cause Analysis
Six sigma
RA & MDT
adapted to
Warranty
Customer
Relationship
Management
Warranty Policy
Risk-CostBenefit Analysis
E-Technologies
(E-Warranty)
Step 2: EFFICIENCY
Reliability,
Availability,
Maintenability
and Safety
Step 3: ASSESSMENT
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technicians with the warranty improvement process, in order to reach a successful goal which supposes higher level of product quality and program
effectiveness. Consequently, higher levels of knowledge, experience and training will be required.
It is clear that one of the most important parts
inside the management of a warranty program is
the relationship with the client. The techniques
that manage these relationships are usually considered part of an ERP system (Enterprise Resource
Planning), and sometimes it is treated as a complementary part. The CRM (Customer Relationship
Management) is used not only to define a strategy
of business centred in the client, but also to include
a group of applications useful to deal with data
related to clients, complaints and, in general, the
commercial activity of a company. A CRM module can be adapted for the warranty management,
which should allow the company:
To identify products and services that clients
require to be attended;
To optimize assistance times and information
channels;
To identify clients groups in order to develop
warranty strategies;
To be aware about the current aftersales necessities of the clients;
To increase sales of the company together with
the clients satisfaction;
Among others.
The customer relationship management includes
operational areas and tasks that deal directly with
the client (front office), and other ones more
analytical where different parts of the company are
closely involved (back office). The main part of
any CRM strategy will be the Data Base, which can
provide very interesting information about complaints, repetitive failures, hidden defects, quantitative and qualitative analysis, statistical results etc.
To lubricate all this machinery, is necessary the
set-up of programs to optimize the organizational
efficiency, in this case focused on the warranty program management. For that purposes it is possible
and interesting to adapt, for instance, concepts from
the Total Productive Maintenance (TPM) philosophy. The TPM tries to achieve a continuous improvement applied in that case to a maintenance practice.
Many organizations are recently implementing a
new management philosophy that can be also very
useful for the warranty management. The Six Sigma
is a methodology which integrates the human factor
with improvement tools, mainly statistical to engage
the complex mechanisms inside a company, and
proposing the following steps:
To select indicators or variables, which are critical for quality.
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Figure 6. Summary chart with the involvement degree of each department in the different phases.
instance (and when possible) the condition monitoring of each vehicle in order to follow-up in real time
their behaviour, checking by this way (for example) if
systematic failures have been eliminated and solved.
The above mentioned Warranty Database, together
with a Customer Relationship Management system,
helps the Management Board to (among others)
identify customers groups or, in the case of a fleet
of vehicles, to determine different vehicles behaviours when they are located in different destinations,
in order to plan a properly warranty schedule, and
to analyse with the Aftersales Department, possible
reasons and causes to localized failures.
Finally, The Management Board has been here
defined as a full-time dedicated team to coordinate
and deal with all those warranty issues. Nevertheless, according to the Six Sigma methodology,
this team will be much more effective if included
among its members are engineers, technicians and
managers from each implicated department. By
this way, the Management Board can have not only
a complete view of the warranty process, but also
to know the casuistry of each involved area, and
how decisions can affect them.
As an example, Figure6 tries to summarize how
much the different department can be involved in
the described phases of the proposed framework.
In any case, this involvement degree will depend
of course on the company policy for its warranty
program management.
5 Conclusions
Along this paper, we have shown that a warranty
management framework must help to define
new, clearer policies and procedures for claims
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The present paper has summarized the framework (the essential supporting structure) needed
to manage a warranty program, suggesting methods to improve the program management and its
decision making. Consequently, this paper tries to
provide the reader with an up-to-date review and
citations of significant methods, techniques and
technologies, to enable an organization the development of various warranty-related functions, allowing them to face the typical complexities in todays
manufacturing and service environments. Other
suggested references related to this topic are (V.
Gonzlez et al, 2011), (V. Gonzlez & A. Crespo,
2010), (V. Gonzlez et al, 2010b and c) and (Legnani
et Al, 2010). Further researches can try to develop
the impact of e-technologies in order to show the
possible added value of e-monitoring, e-diagnosis,
e-prognosis on the warranty costs and effectiveness.
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