Overview
- The only recent book to cover "Stage 3" warranty management, linking strategic and operational aspects for manufactured products
- Shows how to make warranty management an effective tool for enhancing customer satisfaction
- Uses minimal mathematics and presents accounting and legal aspects of warranty management in an easily understandable style
- Includes supplementary material: sn.pub/extras
Part of the book series: Springer Series in Reliability Engineering (RELIABILITY)
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Table of contents (15 chapters)
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Front Matter
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Back Matter
Keywords
About this book
Purchasers of manufactured goods need assurance that they will perform well over their expected life. Warranties play a vital role in this. With proper management, warranty terms provide a promise of protection in case of product failure, while warranty service can assure customer satisfaction in the event of a claim.
The authors have developed "Stage-3" warranty management, viewing warranties from a strategic perspective, starting with a strategy linked to technical and commercial planning from the start of product development.
Warranty management aims to achieve business objectives by focusing on product performance assurance and customer satisfaction, the goal of warranty management; guidelines are provided for achieving this goal.
Written by leading experts, this book details current thinking in product manufacture. It will be a valuable guide for managers in product development, production and marketing as well as graduate students in business and operations management and industrial engineering.
Reviews
From the reviews:
"This is supposedly the final book on the subject from the authors and is being claimed as primarily written for managers … . The authors also prescribe this book for graduate students of Business Management, Operations Management and Industrial Engineering. … Overall, the book succeeds in its objective to a very large extent and the reviewer would like to recommend this book to any one who intends to get graduated in the intricacies of warranty designing and administration." (Krishna B. Misra, International Journal of Performability Engineering, Vol. 4 (3), 2008)
Authors and Affiliations
About the authors
D. N. P. Murthy is the Professor of Engineering and Operations Management in the Department of Mechanical Engineering at the University of Queensland and a Senior Scientific Advisor to the Norwegian University of Science and Technology. He has held visiting appointments at several universities in the USA, Europe and Asia. His current research interests include various aspects of technology management (new product development, strategic management of technology), operations management (lot sizing, quality, reliability, maintenance), and post-sale support (warranties, service contracts). He has authored or co-authored 15 book chapters, 140 journal papers and 130 conference papers.
Wallace R. Blischke was a member of the faculty of The Marshall School of Business, University of Southern California, for 27 years. He is currently Professor Emeritus at the Marshall School and Consultant in Statistical Analysis. His specialities include design of experiments, data analysis, reliability, quality assurance, design of sample surveys, estimation theory, and management science. He is co-author of two books.
Bibliographic Information
Book Title: Warranty Management and Product Manufacture
Authors: D.N. Prabhakar Murthy, Wallace R. Blischke
Series Title: Springer Series in Reliability Engineering
DOI: https://doi.org/10.1007/1-84628-258-6
Publisher: Springer London
eBook Packages: Engineering, Engineering (R0)
Copyright Information: Springer-Verlag London 2006
Hardcover ISBN: 978-1-85233-933-3Published: 08 September 2005
Softcover ISBN: 978-1-84996-964-2Published: 28 October 2010
eBook ISBN: 978-1-84628-258-4Published: 27 January 2006
Series ISSN: 1614-7839
Series E-ISSN: 2196-999X
Edition Number: 1
Number of Pages: XVIII, 302
Topics: Engineering Design, Operations Management, Quality Control, Reliability, Safety and Risk, Engineering Economics, Organization, Logistics, Marketing, Complexity, Marketing