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Warranty fraud management : reducing fraud and other excess costs in warranty and service operations /
"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...
| Clasificación: | Libro Electrónico |
|---|---|
| Autores principales: | , , |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Hoboken :
Wiley,
2016.
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| Temas: | |
| Acceso en línea: | Texto completo Texto completo |
Tabla de Contenidos:
- Cover; Title Page; Copyright; Contents; Foreword; Preface; Acknowledgments; About the Authors; Chapter 1 Overview; Chapter 2 Products and Product Warranty; Chapter 3 Warranty Servicing; Chapter 4 Warranty Costs; Chapter 5 Warranty Management; Chapter 6 Warranty Fraud; Chapter 7 Warranty Control Framework; Chapter 8 Customer Fraud Management; Chapter 9 Service Agent Fraud Management; Chapter 10 Fraud Management with Other Parties; Chapter 11 Structures Influencing Warranty Fraud; Chapter 12 Implementing a Warranty Control Framework; Chapter 13 Epilogue; Appendix A Detailed Claim Data.
- Appendix B Agency TheoryAppendix C Game Theory; Glossary; Acronyms; References; Index; EULA; Warranties; Warranty Servicing; Warranty Costs; Warranty Fraud; Impact of Warranty Fraud; Warranty Fraud Management; Study of Warranty; Goals of the Book; Structure of the Book; Note; Products; Product Performance, Failure, and Reliability; Product Maintenance; Product Warranty; Maintenance Service Contracts; Insurances; Notes; Parties in the Warranty Service Network; Warranty Service Process; Outsourcing of Warranty Service; Contracts; Notes; Different Perspectives; Factors Underlying Warranty Costs.
- Warranty Cost MetricsWarranty Reserves and Accruals; Warranty Cost Control; Notes; Evolution of Warranty Management; Service Life-Cycle Perspective; Product Life-Cycle Perspective; Organizational Structure; Warranty Management Systems; Warranty Management Maturity Models; Notes; Fraud in General; Actors and Victims of Warranty Fraud; Classification of Warranty Fraud; Fraud Patterns; Consequences and Impacts of Warranty Fraud; Customer Fraud; Service Agent Fraud; Sales Channel Fraud; Warranty Administrator Fraud; Warranty Provider Fraud; Notes; Contracts; Transaction Controls; Analytics.
- Service Network ManagementCustomer Contract; Customer Entitlement; Material Returns Control; Analytics; Notes; Service Agent Contract; Entitlement and Repair Authorization Processes; Claim Validation Process; Analytics; Material Returns Control; Service Network Management; Notes; Sales Channel Fraud Management; Warranty Administrator Fraud Management; Warranty Provider Fraud Management; Effective Service Process; Service Organization; Notes; Assessing The Current Situation; Crafting an Improvement Plan; Defining Policies and Rules; Building the Capabilities; Deploying the Change.
- Business Case ConsiderationsImplementation Challenges; Achieving the Transformation; Opportunities to Improve Warranty Control; New Research into Warranty Fraud; Customer Fraud; Sales Channel and Service Agent Fraud; Warranty Provider Fraud; Producers of Fake/Fraudulent Products or Parts; Product Classification; Product Decomposition; Product Performance; Product Failure; Product Reliability; Product Failure Rate; Preventive Maintenance; Corrective Maintenance; Role of Warranty; Classification of Warranties; Terms and Conditions of Warranty Policy; Post Base Warranty Options.