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Warranty Fraud Management: Reducing Fraud and Other Excess Costs in Warranty and Service Operations

Warranty Fraud Management: Reducing Fraud and Other Excess Costs in Warranty and Service Operations

  • 作者:
  • 出版商: John Wiley & Sons
  • ISBN: 9781119223887
  • 出版时间 June 2016
  • 规格: Hardback , 400 pages
  • 适应领域: International ? 免责申明:
    Countri(es) stated herein are used as reference only

List Price: ¥465.00

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  • 描述 
  • 大纲 
  • 作者 
  • 详细

    Cut warranty costs by reducing fraud with transparent processes and balanced control

    Warranty Fraud Management provides a clear, practical framework for reducing fraudulent warranty claims and other excess costs in warranty and service operations. Packed with actionable guidelines and detailed information, this book lays out a system of efficient warranty management that can reduce costs without upsetting the customer relationship. You'll dig into the whole spectrum of warranty fraud, from simple sloppy procedures to systematic organized crime, and get to know the fraudulent parties, the victims, as well as the objectives and methods of the fraudulent activities in different scenarios. You'll learn how to implement controls to detect and reduce fraudulent claims and decrease the overall warranty costs. The impact of fraudulent claims is plainly spelled out alongside detailed descriptions of typical symptoms and process gaps present in diverse companies. A comprehensive, multi-modal framework for robust warranty management is presented as a template for revamping your own company's strategy.

    Fraudulent warranty claims occupy an estimated 3-15 percent of the average company's warranty costs, which generally average between 1-4 percent of sales. Many companies are unaware of the issue or struggle to take action against the claims for fear of upsetting business partners, or because they lack tangible evidence. This book details a robust warranty control framework that institutes transparency and control over the whole warranty chain—supporting the process far beyond just fraud reduction.

    • Understand the different actors (customers, sales channels, service agents, warranty providers, etc.) and different forms of warranty fraud
    • Uncover issues in your company's warranty processes
    • Learn methods to detect and prevent fraudulent activities
    • Implement a robust system of warranty cost control

    Warranty fraud is a major cost-control issue for most companies, but the sensitive nature of the topic leaves most reluctant to share their experiences and divulge their strategies. Warranty Fraud Management brings warranty fraud out into the open, and provides a clear, actionable framework for cost-savings through fraud reduction.

  • 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

  • Matti Kurvinen is an independent consultant focusing on service strategy and operations in general and warranty management in particular. After twenty-three years and various leadership and content expert positions in an international top-tier management consultancy, he started his own consulting practice in 2014.

    Ilkka Töyrylä, Dr.Sc., is a management consultant with over twenty years of both industry and consulting experience. His key areas of expertise include service operations and warranty management. His doctoral thesis on traceability studied different opportunities for utilization of item level product and serial number data, warranty management being one of the application areas.

    D.N. Prabhakar Murthy is professor emeritus at the University of Queensland in Brisbane, Australia, where he lectured on various topics in engineering and technology management for over 30 years. He has researched many different topics in reliability, maintenance, and warranty, resulting in many books and technical papers.

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