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2014 | Buch

Researching the After-sales Services and Warranty Management Kapitel lesen Erstes Kapitel lesen

After–sales Service of Engineering Industrial Assets

A Reference Framework for Warranty Management

verfasst von: Vicente González-Prida Díaz, Adolfo Crespo Márquez

Verlag: Springer International Publishing

Enthalten in: Springer Professional "Wirtschaft+Technik" , Springer Professional "Technik" , Springer Professional "Wirtschaft"

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Über dieses Buch

This book explores the practical implementation of an advanced after-sales management framework devoted to warranty management. The framework is intended for companies producing either standardized or customized products and such a management tool will facilitate organizational improvement and support innovative decision making processes for technical assistance in after-sales services.

“After–sales Service of Engineering Industrial Assets” comprises a proposal for a warranty management framework, with an account of the different methods that can be used to improve decision making in the different stages of the after-sales service management process, and strategies for strengthening the structure and foundations of the framework. A review of the fundamental issues and current research topics in warranty management and after sales services is also provided, which is exemplified by a case study. This book is intended for postgraduates, researchers and engineers who are interested in after sales management, assets engineering and warranty management.

Inhaltsverzeichnis

Frontmatter

Introduction

Frontmatter
Chapter 1. Researching the After-sales Services and Warranty Management
Abstract
The first part of this chapter is an introduction to the book and describes the context and the purpose of the work. An introductory material to the process followed for the elaboration of the book is also provided. The second part presents the fundamental issues and current research topics in warranty management and after-sales services. A literature review illustrates current state-of-the-art including main international research contributions and best practices. Case studies are presented to illustrate these issues accordingly. This second part is structured in the following chapters.
Vicente González-Prida Díaz, Adolfo Crespo Márquez

Current Issues in Warranty Management

Frontmatter
Chapter 2. An Initial Case Study. Understanding Warranty Management Issues
Abstract
This section presents a case study to illustrate a range of typical circumstances in the management of warranty claims, such as spare parts management, inter-departmental decision-making processes, and cost-related issues.
Vicente González-Prida Díaz, Adolfo Crespo Márquez
Chapter 3. State of the Art
Abstract
Warranty is usually defined as the assurance policy applied to all customers where the purchased goods or services are (or shall be) as presented 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 (Murthy and Blischke, Warranty management and product manufacturing. Springer, London, 2005). The purpose is to maintain or restore the item to a state in which it can perform the required function, which are considered necessary to provide a given service. Therefore, a structured approach to warranty preparation must take into account that offering warranty involves risk of high warranty servicing cost (Hadel and Lakey 1993).
Vicente González-Prida Díaz, Adolfo Crespo Márquez

A Reference Framework for Warranty Management

Frontmatter
Chapter 4. Learning from Maintenance Management Models
Abstract
Existing models for asset maintenance management are commented and compared with each other, highlighting the difference between process-oriented versus declarative models. These models will be adapted to the after-sales management process showing the actions and stages in order to lead and manage the organization of a warranty assistance program.
Vicente González-Prida Díaz, Adolfo Crespo Márquez
Chapter 5. Reference Framework
Abstract
Based on the above chapters, a framework for warranty management is proposed. This framework is divided into four steps or stages considering the effectiveness, efficiency, assessment, and continuous improvement in a technical assistance program.
Vicente González-Prida Díaz, Adolfo Crespo Márquez
Chapter 6. Auditing the Initial Case Study
Abstract
In this chapter, we will proceed to analyze the case study proposed in Chap.​ 3 as an audit, suggesting improvement actions in accordance with the reference framework described in Chap.​ 5 [1], [2]. It is intended to check the support provided from distinct methodologies and tools proposed as stages in the reference framework [3], [4]. With the purpose of outlining in greater detail a complete development of a framework, further researches in this field will be able to focus on the identification on those good and bad practices followed by different companies in several sectors. Observing for example what it has been done correctly or not.
Vicente González-Prida Díaz, Adolfo Crespo Márquez

Development of the Framework Stages

Frontmatter
Chapter 7. Management Effectiveness
Abstract
This chapter deals with the warranty program effectiveness. Techniques such as the balanced score card, criticality analysis, and the root cause failure analysis are applied to different case studies.
Vicente González-Prida Díaz, Adolfo Crespo Márquez
Chapter 8. Management Efficiency
Abstract
Focuses on the warranty program efficiency. The implementation of tools like integrated logistics support or Cost-Risk–Benefit analysis is considered within the after-sales service.
Vicente González-Prida Díaz, Adolfo Crespo Márquez
Chapter 9. On the Assessment and Control
Abstract
The reliability and availability of a system depends, first of all, on its design and its installation quality. Also, the reliability and availability conservation will depend on the maintenance to be performed. A good maintenance plan has to be able to analyze all possible failures and has to be designed to avoid them. This means it is necessary to elaborate a detailed failure analysis of all those components that make up the system.
Vicente González-Prida Díaz, Adolfo Crespo Márquez
Chapter 10. Continuous Improvement
Abstract
This chapter focuses on the continuous improvement in customer service management. This chapter considers the implementation of techniques such as Six Sigma, CRMs, and new ICTs in order to make data processing and communications easier.
Vicente González-Prida Díaz, Adolfo Crespo Márquez

Extensions to the Framework

Frontmatter
Chapter 11. Intellectual Capital in the Technical Assistance
Abstract
Warranty assistance is characterized by a complex field that involves different disciplines: Management, Organization, Human Resources, Business Economics, Safety, and Environmental Management and, of course, a good knowledge of the product helpful for the customer.
Vicente González-Prida Díaz, Adolfo Crespo Márquez
Chapter 12. Maintainability and the After-sales Service
Abstract
The purpose of this chapter is to describe a process to obtain a maintainability index for industrial assets that, particularly, have been launched to the market and need to be technically assisted by the customer service.
Vicente González-Prida Díaz, Adolfo Crespo Márquez
Chapter 13. Dynamic Modeling and Bayesian Networks in the After-sales Service
Abstract
Nowadays, more developed markets demand more complex products and solutions that are constituted by both tangible and intangible closely related elements. In other words, customers demand more each time of the complementary-determined services affixed to an industrial asset and, consequently, to its respective added value. Recent technical literature has coined a term for this situation: Product-service systems (PSS). Maintenance, spare parts supply, warranty extension, etc., or even the dismantling of a system at the end of its life cycle are some examples of services related to the sale of a product that the company must assume as an after-sales service.
Vicente González-Prida Díaz, Adolfo Crespo Márquez

Results and Conclusions

Frontmatter
Chapter 14. Summary of Results and Conclusions
Abstract
Throughout this research, we have observed how a proper management framework for after-sales service can help and define new and clearer policies and procedures in the warranty claiming process, technical assistance to the user, spare parts stock, etc., reducing costs, improving the quality of the product, and increasing customer satisfaction.
Vicente González-Prida Díaz, Adolfo Crespo Márquez
Metadaten
Titel
After–sales Service of Engineering Industrial Assets
verfasst von
Vicente González-Prida Díaz
Adolfo Crespo Márquez
Copyright-Jahr
2014
Electronic ISBN
978-3-319-03710-3
Print ISBN
978-3-319-03709-7
DOI
https://doi.org/10.1007/978-3-319-03710-3

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