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Warranty Claims Reduction
book

Warranty Claims Reduction

by Ronald Blank
June 2014
Intermediate to advanced
181 pages
4h 57m
English
Productivity Press
Content preview from Warranty Claims Reduction
79
10
Feedback to Manufacturing
SOURCES OF FEEDBACK
e real reason why customers return products is that they are dissat-
ised. e product being perceived as defective is merely the reason for
the dissatisfaction. Some defects are matters of perception and judgment.
When specications say things like “excessive scratches” or “sucient
cleanliness,” unless the terms excessive and sucient are measurably quan-
tied, the customer’s perception and judgment are the determining factors
of whether or not the product is defective. ese judgments are inuenced
by factors at both the conscious and unconscious levels. Education, past
work experience with previous ...
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Publisher Resources

ISBN: 9781482209129