Warranty Fraud Management

Foreword

As warranty management has seen a significant evolution over the last 25 years—from a purely reactive/administrative task toward a strategic component within the product life cycle, and nowadays even more as an essential part of how to manage the customer experience in the customer/consumer purchase-to-repurchase cycle—it is surprising how limited the available literature on warranty management and fraud avoidance is.

Matti Kurvinen, Ilkka Törylä, and D.N. Prabhakar Murthy have now written an important book about this topic. They are addressing all major points of warranty (fraud) management and explaining many important topics and interdependencies. As it provides many practicable samples and a very pragmatic approach to many theories, this book is the perfect reading for everybody who has to deal with warranty management, either looking for new insights or as an excellent holistic overview for those who are new in the business.

The first few chapters focus on explaining the general area of warranty and associated terminology and influencing levers. In Chapter 2, there are essential insights about products and warranty concepts. The authors describe the correlation between product performance, failures, and product reliability, followed by an explanation of the nature of warranty and different types and classification of warranties.

After a general description of the topic and clarification of core terminology, Chapter 3 describes the warranty servicing process, channels ...