Warranty Claims Reduction: A Modern Approach with Continuous Improvement Techniques

Content: Warranty Claims  Understanding the Real Warranty Costs  Traditional Methods of Reducing Warranty Cost Automated Claims Approval, Tracking, and Paperwork Improving Outgoing Quality Improving Reliability Preservation and Packaging Improvement  Principles of the Modern Approach  Other Warranty Reduction Actions Supplier Cost Recovery On-Site Claims Processing Rotating Product Exchange Customer Training Other Warranty Reduction Actions Record Keeping  Warranty System Productivity Improvement Streamlining Service Operations Communications and Paperwork Process Flow Ergonomics and the Warranty Service Area Layout Material Handling and Flow Tool and Equipment Availability  Improving the Service Department Itself Optimizing Mobile Service Activities Replacement Parts Availability Diagnostic and Repair Equipment Calibration Suitability of Diagnostic and Repair Equipment Inspecting and Testing  Warranty Cost Reduction Training for Employees and Customers  Reducing Warranty Claims by Quality Improvement Continuous Improvement Feedback to the Quality Department Data Collection and Analysis Improving Defect Detection Improving Supplier Quality  Feedback to Manufacturing Sources of Feedback Feedback about Defects PFMEA Supply Chain Management Feedback from Audits Other Feedback  Reducing Warranty Claims by Reliability Improvement Reliability Measurement Failures in Time Reliability Improvement Reliability Program Planning  Determining Causes for Developing Corrective Actions Determining Defect Root Causes Common Quality Methods for General Use Other Tools for Determining Root Cause Difficulties and Errors in Determining Root Causes  Developing Corrective and Preventive Actions 8-D Method The DMAIC Process  Feedback to Engineering FMEA Design Verification and Validation Designing for Reliability Kansei Engineering  Planning and Implementing Your Improvements Change Management Implementing Corrective and Preventive Actions Appendix A: Warranty Cost Tracking Chart Appendix B: Gauge R&R FORMS Appendix C: Worksheets for Determining Root Cause  Index