What Can Manufacturers Learn from Their Supply Chain Management The supply chain is the engine that drives the majority of businesses, factories, and retailers, and it has been front and center recently. Changes in customer needs and raw material availability make inventory stability nearly impossible. But that doesn’t mean companies can’t take certain measures to […]
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Product-as-a-Service: Embracing the New Service Economy in Manufacturing As technology continues to transform the world as we know it, manufacturing businesses are forced to change how they operate. Consumers have grown accustomed to the conveniences of technology in their personal lives, so they expect an individualized, automated customer experience in professional settings as well. Meeting […]
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Modernizing Warranty Management Systems: IT Department’s Role in Building a Streamlined Service Lifecycle As manufacturers focus on the benefits of modernization and the competitive advantage it creates, the IT department has gained an increasingly important seat at the table when it comes to the organization’s strategy and direction. If anyone is focused on the digital […]
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Automate Warranty Claims Processing Warranty Managers are faced with a dilemma on deciding the level of automation in claim processing. Automated approvals can lead to more efficiencies, but may result in excess payments from overcharges and even fraudulent claims. The benefits of automated claims adjudications are: Cost savings from less staff required for manual review of claims […]
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Depot Repair: Bringing the Customer Experience Full Circle Return, repair, refurbish, recycle. Durable goods manufacturers have long played a part in the circular business economy, placing particular emphasis on improving productivity and streamlining reverse logistic supply chain processes to achieve time- and cost-saving benefits. While a laser focus on operational efficiency is important in reverse […]
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Service Lifecycle Management Stabilizes Warranty Management The last 18 months have been challenging for most industries, and the automotive industry has been particularly hard hit. A shortage of semiconductors and supply chain chaos led to several manufacturers halting production, while others scaled back and waited for the proverbial dust to settle. McKinsey reports that the […]
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Quality Redefined: How End-to-End Service Delivery is Transforming the Customer Experience Recent events such as the coronavirus pandemic have made one thing abundantly clear: Disruption will continue to play a starring role in the “next normal.” When the world went into lockdown, some companies went under while others sought new ways to do business. As a […]
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4 Reasons Why Companies Fail at Spare Parts Management (and a Solution to Overcome Them) We recently attended the Service World Expo Trade Show in Las Vegas, NV. During the event, we spoke to several service providers about issues they are having with spare parts management. For many companies, this function is one of the […]
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5 Things Customer-Centric Field Service Organizations Do Differently Field Service Organizations have a direct impact on customer satisfaction and retention, and can help generate higher margin revenues from the loyal customer base. Our field service experts have identified five things customer-centric field service organizations do differently to be more effective in delivering a differentiated customer […]
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In addition to the total number of claims and warranty costs, these five key warranty metrics help warranty managers to drive performance and product quality. CPU – Warranty Cost Per Unit: Total warranty cost / number of units Total warranty cost / # of units. CPU is the average cost during the warranty coverage period. CPU is […]
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