This book aims to provide a systemic viewpoint for enterprise to establish the warranty chain management system. This book includes warranty management practice, reverse logistics, product reliability engineering, data statistics and analysis, industry 4.0 and artificial intelligence, circular supply chain and sustainable design, and other basic theories and case descriptions. The author has many years' experience in academic and industrial management, and provides a management framework that especially takes into account (1) the implementation aspect - promotion of warranty plan and statistical analysis of data; (2) strategic aspect - digital application and sustainable development, with an overall system building point of view to describe the steps of warranty chain management step by step.
There are rich industry cases in this book which has highly reference value for students, researchers and practitioners. Also this book fits to be used as teaching and training material in engineering management, which builds an overview of the product life cycle management from warranty service till the recovery stage.
Author(s): Albert Liao
Series: Management for Professionals
Publisher: Springer
Year: 2022
Language: English
Pages: 485
City: Singapore
Preface
Acknowledgements
Contents
1 An Overview
1.1 Technology and Service Trends
1.1.1 Emerging Technology Trends
1.1.2 Aftersales 4.0
1.2 Purpose of Warranty
1.3 Elements of Warranty Chain Management
1.4 Outline of the Book
References
2 Warranty Policies
2.1 Product Warranty
2.1.1 Consideration of Aftersales Service
2.1.2 Warranty Servicing Process
2.2 Warranty Regulation
2.2.1 Implied Warranty
2.2.2 Express Warranty
2.3 Product Life Cycle
2.3.1 Warranty Service Cycle
2.3.2 Warranty Information Feedback
2.3.3 Life Cycle Cost
2.4 Policies Descriptions
2.5 Policies Management
References
Part IWarranty Management
3 Warranty Plan
3.1 Warranty Contract
3.1.1 Types of Contract
3.1.2 Content of Contract
3.1.3 Contract Management
3.2 Warranty Modes
3.3 Phases of Warranty Plan
3.3.1 Phase Items
3.3.2 Phases Cycle
3.4 Implementation of Warranty Plan
3.5 Risk Management
3.5.1 Risk Management Procedure
3.5.2 Risk Management Framework
3.6 Serving Processes and Metrics
References
4 Claims Management
4.1 Claims Processes
4.1.1 Types of Claims
4.1.2 Claims Reasons
4.1.3 Claims Services
4.2 Warranty Control
4.3 Warranty Fraud
4.3.1 Fraud Proofing
4.3.2 Fraud Detection
4.3.3 Detection Process
4.4 Process Management
4.5 Performance Indicators
References
5 Spare Parts Management
5.1 Supply of Spare Parts
5.1.1 Characteristics of Spare Parts
5.1.2 Supply Strategy
5.2 Management Framework
5.2.1 Definition of Spare Parts
5.2.2 Management Process
5.3 Demand Forecasting
5.3.1 Demand Characteristics
5.3.2 Forecasting Methods
5.4 Inventory Management
5.4.1 Spare Parts Logistics
5.4.2 Spare Parts Categorization
5.5 Conclusion
References
Part IIRepair Service
6 Reverse Logistics
6.1 Introduction
6.1.1 Difference from Forward Logistics
6.1.2 Challenges in Management
6.2 Reserve Logistics Processes
6.2.1 Four Echelons of Reverse Logistics
6.2.2 Sustainability Consideration
6.3 Planning of Reverse Logistics Network
6.4 Disposition Decision
6.5 Conclusion
References
7 Service Management
7.1 Service Outsourcing
7.1.1 Reverse Logistics Market
7.1.2 Benefits of Outsourcing Service
7.2 Types of Outsourcing Service
7.2.1 Return Logistics
7.2.2 Warranty Service
7.2.3 Outsourcing Service Contract
7.3 Management Framework and Partners’ Selection
7.4 Management Indicators
References
Part IIIWarranty Data Analysis
8 Warranty Data
8.1 Product Quality
8.2 Product Reliability
8.2.1 Concept of Product Reliability
8.2.2 Product Reliability Variations
8.3 Warranty Data Collection
8.3.1 Warranty Claims Data
8.3.2 Supplementary Warranty Data
8.3.3 Data Collection System
8.4 Warranty Data Structure
8.5 Preliminary Data Analysis and Management
8.5.1 Failure Cause Analysis
8.5.2 Classification of Problems
8.5.3 Management Process
References
9 Warranty Forecasting
9.1 Data Statistics
9.1.1 Data Cleaning and Mining
9.1.2 Basic Data Analysis
9.1.3 Probability Distribution
9.1.4 Weibull Probability Paper
9.2 Nonparametric Approach
9.2.1 Estimation of the CDF
9.2.2 MOP-MIS Diagram
9.2.3 Warranty Claim Rates
9.3 Parametric Approach
9.3.1 Probability Model Selection
9.3.2 Parameter Estimation
9.3.3 Model Verification
9.3.4 Mixture Models
9.3.5 Two-Dimensional Warranty
9.4 Predicting Future Claims
References
10 Warranty Costs
10.1 Basic Concept
10.2 Expense Analysis Model
10.3 Influences by Warranty Quantity
10.4 Influence by Warranty Policies
10.5 Warranty Costs Management
References
11 Operation Improvement
11.1 Quality Management
11.1.1 Three Levels Analysis
11.1.2 Classification of Problems
11.2 Customer Related Problems
11.3 Service Related Problems
11.4 Production Related Problems
11.5 Design Related Problems
11.6 Conclusion
References
Part IVDigital Warranty
12 Warranty Connection
12.1 Advantages of Connection
12.2 IoT
12.2.1 Network Architecture
12.2.2 Application in Warranty Service
12.3 Cloud Computing
12.3.1 System Architecture
12.3.2 Application in Warranty Service
12.4 Data Integration
12.4.1 Characteristics of Data
12.4.2 Application in Warranty Service
12.5 Conclusion
References
13 Preventive Maintenance
13.1 Maintenance Policies
13.2 Predictive Maintenance
13.3 Prognostics and Health Management
13.4 Augmented Reality
13.5 Conclusion
References
14 Intelligent Determination
14.1 Artificial Intelligence Applications
14.2 Comparison of Solutions
14.3 Machine Learning
14.4 Cases Study of AI Application
14.5 Conclusion
References
Part VSustainable Warranty
15 Circular Economy
15.1 Circular Business Model
15.2 Strategic Orientation
15.3 Circular Supply Chain
15.4 Recycling and Waste Management
15.5 System Establishment Procedures
References
16 Sustainable Design
16.1 Triple Bottom Line
16.1.1 Dimensions of Sustainability
16.1.2 Sustainable Warranty Design
16.2 Green Product Design
16.2.1 Green Design Methodologies
16.2.2 Green Design Procedures
16.3 Sustainable Warranty Plan
16.4 Product Service System
16.5 Design for Sustainability Processes
References
17 Warranty Responsibility
17.1 Corporate Social Responsibility
17.1.1 Extended Producer Responsibility (EPR)
17.1.2 Right to Repair (RTR)
17.2 Sustainability Indexes
17.3 Warranty Provision
17.4 Sustainability Management Framework
17.5 Conclusion
References
18 Warranty Chain Management System
18.1 System Functionality Module
18.2 Industrial System Function
18.3 System Maturity Levels
18.4 System Architecture
18.5 Design and Evaluation
18.6 Conclusion
References
Appendix A
France’s Repairability Index of Laptops
Appendix B
Wareconn Functional Modules and System Architecture
