Purchasers of manufactured goods demand assurance that the
purchased product will perform satisfactorily over its expected
life. Warranties play a vitally important role in providing this
assurance, in two ways. Firstly, warranty terms can provide a
promise of protection in the event of a product failure. Secondly,
effective warranty service can assure customer satisfaction in the
event of a warranty claim. Successful use of both of these requires
proper warranty management.
The authors of Warranty Management and Product Manufacture have
developed "Stage-3" warranty management, that views warranties from
a strategic perspective, beginning with a warranty strategy that is
linked to technical and commercial planning from the very start of
the product development process.
The aim of warranty management is to achieve the overall
business objectives by focussing on both product performance
assurance as well as ensuring customer satisfaction, the ultimate
goal of warranty management. Warranty Management and Product
Manufacture provides guidelines for achieving this goal.
Written by two of the worlda (TM)s leading experts in warranty
management, this monograph details the most up-to-date thinking in
this key area of product manufacture. It will be an invaluable
guide for managers in product development, production and marketing
as well as graduate students in business and operations management
and industrial engineering.
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