Description
Foreword xiii Preface xvii Acknowledgments xxiii About the Authors xxv Chapter 1 Overview 1 Warranties 3 Warranty Servicing 4 Warranty Costs 5 Warranty Fraud 6 Impact of Warranty Fraud 9 Warranty Fraud Management 10 Study of Warranty 10 Goals of the Book 12 Structure of the Book 12 Note 14 Chapter 2 Products and Product Warranty 15 Products 16 Product Performance, Failure, and Reliability 19 Product Maintenance 24 Product Warranty 26 Maintenance Service Contracts 36 Insurances 37 Notes 38 Chapter 3 Warranty Servicing 39 Parties in the Warranty Service Network 40 Warranty Service Process 46 Outsourcing of Warranty Service 54 Contracts 56 Notes 62 Chapter 4 Warranty Costs 63 Different Perspectives 65 Factors Underlying Warranty Costs 68 Warranty Cost Metrics 72 Warranty Reserves and Accruals 77 Warranty Cost Control 78 Notes 79 Chapter 5 Warranty Management 81 Evolution of Warranty Management 82 Service Life-Cycle Perspective 84 Product Life-Cycle Perspective 95 Organizational Structure 100 Warranty Management Systems 105 Warranty Management Maturity Models 122 Notes 124 Chapter 6 Warranty Fraud 125 Fraud in General 126 Actors and Victims of Warranty Fraud 128 Classification of Warranty Fraud 129 Fraud Patterns 130 Consequences and Impacts of Warranty Fraud 135 Customer Fraud 139 Service Agent Fraud 147 Sales Channel Fraud 162 Warranty Administrator Fraud 166 Warranty Provider Fraud 169 Notes 175 Chapter 7 Warranty Control Framework 177 Contracts 180 Transaction Controls 181 Analytics 183 Service Network Management 187 Chapter 8 Customer Fraud Management 189 Customer Contract 190 Customer Entitlement 200 Material Returns Control 207 Analytics 208 Notes 213 Chapter 9 Service Agent Fraud Management 215 Service Agent Contract 216 Entitlement and Repair Authorization Processes 237 Claim Validation Process 239 Analytics 248 Material Returns Control 278 Service Network Management 280 Notes 291 Chapter 10 Fraud Management with Other Parties 293 Sales Channel Fraud Management 294 Warranty Administrator Fraud Management 299 Warranty Provider Fraud Management 305 Chapter 11 Structures Influencing Warranty Fraud 307 Effective Service Process 308 Service Organization 315 Notes 318 Chapter 12 Implementing a Warranty Control Framework 319 Assessing The Current Situation 320 Crafting an Improvement Plan 322 Defining Policies and Rules 322 Building the Capabilities 323 Deploying the Change 325 Business Case Considerations 327 Implementation Challenges 328 Achieving the Transformation 329 Chapter 13 Epilogue 331 Opportunities to Improve Warranty Control 333 New Research into Warranty Fraud 335 Appendix A Detailed Claim Data 337 Appendix B Agency Theory 343 Appendix C Game Theory 347 Glossary 351 Acronyms 355 References 357 Index 363
