Details

Warranty Fraud Management

Reducing Fraud and Other Excess Costs in Warranty and Service Operations
Wiley and SAS Business Series 1. Aufl.

von: Matti Kurvinen, Ilkka Töyrylä, D. N. Prabhakar Murthy, Maximilian Kammerer
32,99 €
Verlag:	Wiley
Format:	EPUB
Veröffentl.:	26.05.2016
ISBN/EAN:	9781119239741
Sprache:	englisch
Anzahl Seiten:	400

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Beschreibungen

Titelbeschreibung

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

Inhaltsverzeichnis

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

Autorenportrait

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.

Back cover copy

WARRANTY FRAUD MANAGEMENT Fraudulent warranty claims bite into anywhere from three to fifteen percent of a typical company's warranty costs—which translates into one to four percent of sales. Whether a company is unaware of the issue, struggles to take action for fear of upsetting business partners, or simply can't obtain enough tangible evidence, Warranty Fraud Management provides the complete solution in a robust warranty control framework that goes far beyond ordinary fraud reduction. The dynamic authorial team brings global perspective to the topic in an engaging mix of theory and real-world practice that enables you to implement transparency and take control of the entire warranty chain. Inside, you dig into the whole spectrum of warranty fraud, from unintentional, sloppy procedures to systematic organized crime. Through candid examples from actual cases, you see firsthand how matters play out for the fraudulent parties and the victims, as well as how the objectives and methods of fraudulent activities manifest in different scenarios. Experiential guidance remains sensitive to creating too rigid controls that are costly and may affect customer satisfaction, and instead presents ways to remain flexible to the evolving faces of fraud. Always with an eye to practical methods for fraud detection and avoidance, this valuable guide gives you everything you need to: <ul> <li>Identify the topology of the most common fraud scenarios and the motivations behind each one</li> <li>Master a versatile and easy-to-use toolkit for tackling the known and unknown scenarios</li> <li>Understand the essential building blocks for structured warranty fraud management</li> <li>Take action on planning and following through on an initiative to reduce warranty fraud</li> </ul> There's no doubt that addressing fraud is tough to do because it requires questioning current business relationships, some of which are well established and personal. There is no silver bullet for every situation, but Warranty Fraud Management gives you the awareness, interpersonal strategies, and tools for taking back control of your warranty services.