Title After-Sales Service of Engineering Industrial Assets : a Reference Framework for Warranty Management / Vicente González-Prida, Adolfo Crespo Márquez

Published Cham, Germany : Springer, 2014 ©2014

Table of Contents
pt. I	Introduction
1.	Researching the After-sales Services and Warranty Management					3
1.1.	Introduction					3
1.2.	Objectives of the Book					4
1.3.	Rational of the Methodology Followed					6
1.3.1.	Origins and Background (Part II)					7
1.3.2.	Methodology and Resolution Proposal (Part III)					8
1.3.3.	Development of the Proposed Stages (Part IV)					9
1.3.4.	Extensions to the Proposed Reference Framework (Part V)					10
1.3.5.	The Case Studies					11
1.4.	Limitations and Evolution of the Research					12
	References					14
pt. II	Current Issues in Warranty Management
2.	An Initial Case Study. Understanding Warranty Management Issues					17
2.1.	Background					18
2.2.	Case Study Scenario					19
2.3.	Analysis, Development, and Results of the Case Study					20
2.3.1.	Costs Analysis of the Warranty Assistance					21
2.3.2.	Quantitative Analysis of the Claims					24
2.3.3.	Spare Parts Management for Warranty Assistance					26
	References					31
3.	State of the Art					33
3.1.	The Importance of a Warranty Management System					34
3.2.	Literature Review					36
3.3.	Models and Support Tools for Warranty Cost Management					38
3.4.	Main Contributions of the Selected Models and Authors					39
3.4.1.	Warranty and Maintenance					39
3.4.2.	Warranty and Outsourcing					42
3.4.3.	Warranty and Quality					44
3.4.4.	Warranty and Cost Analysis					46
	References					50
pt. III	A Reference Framework for Warranty Management
4.	Learning from Maintenance Management Models					55
4.1.	Introduction					55
4.2.	Maintenance Management Models					55
4.3.	Process-Oriented Models Versus Declarative Models					58
4.4.	Maintenance Management Models Comparative Analysis					58
4.5.	Maintenance Management Model Based on the Standard ISO 9001:2008					61
4.6.	Maintenance Management and ICTs					62
4.6.1.	Concept of Electronic Technology					62
4.6.2.	Definition of E-Maintenance					64
4.7.	The Warranty Management Process					66
4.7.1.	Methodology					66
4.7.2.	Warranty Management Process					67
	References					71
5.	Reference Framework					73
5.1.	Management Framework of a Warranty Assistance Program					74
5.1.1.	First Step: Warranty Program Effectiveness					74
5.1.2.	Second Step: The Efficiency of the Program					77
5.1.3.	Third Step: The Evaluation of the Program					78
5.1.4.	Fourth Step: Program Improvement					81
5.2.	Integral Representation of the Warranty Management Framework					84
5.3.	Framework Implementation					89
	References					91
6.	Auditing the Initial Case Study					93
6.1.	Considerations to the Current Situation					93
6.2.	Improvement Actions					93
6.2.1.	Case Study Scenario Effectiveness					95
6.2.2.	Case Study Scenario Efficiency					95
6.2.3.	Case Study Assessment					98
6.2.4.	Case Study Improvement					98
6.3.	Quality and Maturity Aspects in Warranty Management					99
6.3.1.	Standards and Best Practices for the Quality of Warranty Management					99
6.3.2.	Best Practices Applied to the Warranty Management Framework					102
6.4.	Case Study on the Maturity Assessment					107
6.4.1.	Valuation of the Maturity of the Initial Scenario					107
6.4.2.	CMMI and EFQM Practices					108
	References					113
pt. V	Development of the Framework Stages
7.	Management Effectiveness					117
7.1.	The Balanced Score Card in After-sales Management					117
7.1.1.	Alignment of Strategy with Global Objectives					117
7.1.2.	BSC Principles in Global Warranty Management					119
7.1.3.	Application to Improve Effectiveness in Warranty Management					119
7.2.	Hierarchical Analysis in the Decision-Making Process During Warranty					120
7.2.1.	General Features of the Analytic Hierarchy Process					121
7.3.	Root Cause Analysis in Warranty Management					124
7.3.1.	Root Cause Analysis for the Identification of Physical Causes					124
7.3.2.	Root Cause Analysis Models					126
7.3.3.	Advantages and Inconveniences					131
7.4.	Case Study on Balanced Score Card					133
7.4.1.	Application from a Financial Perspective					133
7.4.2.	Results in the Practical Application					137
7.5.	Case Study on an Analytic Hierarchy Process					139
7.5.1.	Practical Application of AHP					139
	References					144
8.	Management Efficiency					147
8.1.	The Logistic Support in the Technical Assistance					147
8.1.1.	Classification of Elements Candidates for a Logistic Support Analysis					148
8.1.2.	Choice of Repair Levels					149
8.1.3.	Task Definition					151
8.2.	Costs-Risks-Benefits Analysis in the After-sales Management					154
8.2.1.	The Costs Management in the Technical Assistance					154
8.2.2.	Risk Management in the Technical Assistance					157
8.2.3.	The Earned Value Management Applied to the Warranty					158
8.3.	Practical Case on Customer Risk					165
8.3.1.	Application Scenario					165
8.3.2.	Initial Hypotheses and Quantification of Consequences					167
8.3.3.	Results of Application					170
	References					172
9.	On the Assessment and Control					175
9.1.	General Characteristics of a RAMS Analysis					175
9.1.1.	Subsystems in Series Connection					176
9.1.2.	Subsystems in Parallel Connection					177
9.1.3.	Case of n Identical Subsystems in Parallel					179
9.1.4.	Summary of Formulas and Results					181
9.2.	Influence of Warranty on the Life Cycle Cost of a Product					182
9.2.1.	Background to Techniques of Life Cycle Costs Analysis					182
9.2.2.	Basic Aspects of LCCA					183
9.2.3.	Development of the Stochastic Model					185
9.2.4.	Proposed NHPP Model for Warranty Assessment					189
9.2.5.	Proposed GRP Model for the Warranty Assessment					191
9.3.	Case Study on a RAMS Analysis					193
9.3.1.	Study Scenario					193
9.3.2.	Application of RAMS Variables to the Practical Case					194
9.3.3.	Application of Numerical Data and Results					196
9.4.	Case Study on the Life Cycle Cost Analysis					199
9.4.1.	Application Scenario					199
9.4.2.	Results and Conclusions					207
	References					209
10.	Continuous Improvement					213
10.1.	Application of ICTs in the Process of Warranty Management					213
10.1.1.	The E-technology Concept in the Warranty Management					213
10.1.2.	Technologies Applied to the Technical Assistance					214
10.1.3.	Influence on the Proposed Management Framework					215
10.1.4.	Advantages and Future Utilizations					217
10.2.	Management of Customer Relations in After-sales Service					218
10.2.1.	Importance of Customer Relations					218
10.2.2.	Contractual Aspects on Warranty					220
10.3.	The Methodology Six Sigma in After-sales Warranty					224
10.3.1.	Brief Description of the Method					225
10.3.2.	Interaction of the Six Sigma with Other Tools and Methodologies					227
10.4.	Case Study on Six Sigma Methodology					230
10.4.1.	Application Scenario					231
10.4.2.	Set Out and Application of the Methodology					232
10.4.3.	Example and Results of the Application					236
	References					238
pt. V	Extensions to the Framework
11.	Intellectual Capital in the Technical Assistance					243
11.1.	Background					243
11.2.	After-sales Service Contribution in a Company					245
11.3.	The Technical Assistance as Intellectual Capital					247
11.4.	Proposed Methodology					248
11.4.1.	Generated Value Regarding Staff					249
11.4.2.	Generated Value Regarding Quality					250
11.4.3.	Generated Value Regarding the Company Structure					251
11.5.	Case Study on the Intellectual Capital in Technical Services					252
11.5.1.	Scenario and Initial Considerations					252
11.5.2.	Results of the Practical Application					254
	References					256
12.	Maintainability and the After-sales Service					259
12.1.	Brief Review of the State of the Art					260
12.1.1.	Introduction					260
12.1.2.	Summary of the Reviewed Bibliography					260
12.1.3.	Conclusions of the Literature Review					262
12.2.	Definitions and Requirements for the Assessment					263
12.3.	Maintainability Indicators and Maintenance Levels Description					264
12.4.	Classification of the Maintainability Attributes					265
12.4.1.	Attributes Related to the Device Design					265
12.4.2.	Attributes Related to the Maintenance Staff and Work Conditions					266
12.4.3.	Attributes Related to the Necessity of Logistics Support					266
12.5.	Maintainability Attributes and Maintenance Level					267
12.5.1.	General Attributes and Their Assessment					267
12.5.2.	Specific Attributes (Maintenance Level Dependent) and Their Assessment					268
12.6.	Maintainability Indicators Assessment					269
12.7.	Case Study on Maintainability					271
12.7.1.	Scenario and Previous Considerations					271
12.7.2.	Application of the Evaluation Sheets					272
12.7.3.	Discussion of the Results					283
	References					283
13.	Dynamic Modeling and Bayesian Networks in the After-sales Service					285
13.1.	Dynamic Systems Modeling					286
13.2.	Case of Dynamic Modeling in the Farm Machinery Industry					287
13.2.1.	Study Scenario					287
13.2.2.	Modeling and Results					288
13.3.	Bayesian Networks in the After-sales Service					292
13.3.1.	Planning of Disassembly					293
13.3.2.	Bayesian Networks in Dismantling Planning					294
13.3.3.	Integration of Warranty in a Disassembly Model					296
	References					298
pt. VI	Results and Conclusions
14.	Summary of Results and Conclusions					303
14.1.	Summary of Results of this Work and Research					303
14.1.1.	Origins and Background (Part II)					303
14.1.2.	Methodology and Resolution Proposal (Part III)					304
14.1.3.	Development of the Proposed Stages (Part IV)					305
14.1.4.	Extensions to the Proposed Reference Framework (Part V)					308
14.1.5.	Case Studies					310
14.2.	Conclusions Extracted from the Different Parts					311
14.3.	Future Lines of Research					314
	References					315

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Description 1 online resource (328 pages) : illustrations Contents Foreword; Preface; Acknowledgments; Contents; Part IIntroduction; 1 Researching the After-sales Services and Warranty Management; 1.1 ... Introduction; 1.2 ... Objectives of the Book; 1.3 ... Rational of the Methodology Followed; 1.3.1 Origins and Background (Part II); 1.3.2 Methodology and Resolution Proposal (Part III); 1.3.3 Development of the Proposed Stages (Part IV); 1.3.4 Extensions to the Proposed Reference Framework (Part V); 1.3.5 The Case Studies; 1.4 ... Limitations and Evolution of the Research; References; Part IICurrent Issues in Warranty Management 2 An Initial Case Study. Understanding Warranty Management Issues2.1 ... Background; 2.2 ... Case Study Scenario; 2.3 ... Analysis, Development, and Results of the Case Study; 2.3.1 Costs Analysis of the Warranty Assistance; 2.3.2 Quantitative Analysis of the Claims; 2.3.3 Spare Parts Management for Warranty Assistance; References; 3 State of the Art; 3.1 ... The Importance of a Warranty Management System; 3.2 ... Literature Review; 3.3 ... Models and Support Tools for Warranty Cost Management; 3.4 ... Main Contributions of the Selected Models and Authors; 3.4.1 Warranty and Maintenance; 3.4.2 Warranty and Outsourcing 3.4.3 Warranty and Quality3.4.4 Warranty and Cost Analysis; References; Part IIIA Reference Framework for Warranty Management; 4 Learning from Maintenance Management Models; 4.1 ... Introduction; 4.2 ... Maintenance Management Models; 4.3 ... Process-Oriented Models Versus Declarative Models; 4.4 ... Maintenance Management Models Comparative Analysis; 4.5 ... Maintenance Management Model Based on the Standard ISO 9001:2008; 4.6 ... Maintenance Management and ICTs; 4.6.1 Concept of Electronic Technology; 4.6.2 Definition of E-Maintenance; 4.7 ... The Warranty Management Process; 4.7.1 Methodology 4.7.2 Warranty Management ProcessReferences; 5 Reference Framework; 5.1 ... Management Framework of a Warranty Assistance Program; 5.1.1 First Step: Warranty Program Effectiveness; 5.1.2 Second Step: The Efficiency of the Program; 5.1.3 Third Step: The Evaluation of the Program; 5.1.4 Fourth Step: Program Improvement; 5.2 ... Integral Representation of the Warranty Management Framework; 5.3 ... Framework Implementation; References; 6 Auditing the Initial Case Study; 6.1 ... Considerations to the Current Situation; 6.2 ... Improvement Actions; 6.2.1 Case Study Scenario Effectiveness 6.2.2 Case Study Scenario Efficiency6.2.3 Case Study Assessment; 6.2.4 Case Study Improvement; 6.3 ... Quality and Maturity Aspects in Warranty Management; 6.3.1 Standards and Best Practices for the Quality of Warranty Management; 6.3.2 Best Practices Applied to the Warranty Management Framework; 6.4 ... Case Study on the Maturity Assessment; 6.4.1 Valuation of the Maturity of the Initial Scenario; 6.4.2 CMMI and EFQM Practices; References; Part IVDevelopment of the Framework Stages; 7 Management Effectiveness; 7.1 ... The Balanced Score Card in After-sales Management Summary 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 diff Analysis innovaties innovations economie economics engineering kwaliteitscontroles quality controls Engineering (General) Techniek (algemeen) Bibliography Includes bibliographical references Notes English Print version record Subject Warranty. Maintainability (Engineering) Industrial management. warranties. Ingénierie. Industrial management Maintainability (Engineering) Warranty Form Electronic book Author Crespo Márquez, Adolfo ISBN 9783319037103 3319037102 3319037099 9783319037097

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