Warranty Data Collection and Analysis
Warranty Data Collection and Analysis deals with warranty data collection and analysis and the problems associated with these activities. The book is a both a research monograph and a handbook for practitioners. As a research monograph, it unifies the lit
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Wallace R. Blischke M. Rezaul Karim D. N. Prabhakar Murthy •
Warranty Data Collection and Analysis
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Prof. Wallace R. Blischke 5401 Katherine Avenue Sherman Oaks, CA 91401-4922 USA e-mail: [email protected] Prof. M. Rezaul Karim Department of Statistics University of Rajshahi Rajshahi Bangladesh e-mail: [email protected]
ISSN 1614-7839 ISBN 978-0-85729-646-7 DOI 10.1007/978-0-85729-647-4
Prof. D. N. Prabhakar Murthy School of Mechanical and Mining Engineering The University of Queensland Brisbane, QLD 4072 Australia e-mail: [email protected]
e-ISBN 978-0-85729-647-4
Springer London Dordrecht Heidelberg New York British Library Cataloguing in Publication Data A catalogue record for this book is available from the British Library Springer-Verlag London Limited 2011 Apart from any fair dealing for the purposes of research or private study, or criticism or review, as permitted under the Copyright, Designs and Patents Act 1988, this publication may only be reproduced, stored or transmitted, in any form or by any means, with the prior permission in writing of the publishers, or in the case of reprographic reproduction in accordance with the terms of licenses issued by the Copyright Licensing Agency. Enquiries concerning reproduction outside those terms should be sent to the publishers. The use of registered names, trademarks, etc., in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant laws and regulations and therefore free for general use. The publisher makes no representation, express or implied, with regard to the accuracy of the information contained in this book and cannot accept any legal responsibility or liability for any errors or omissions that may be made. Cover design: eStudio Calamar, Berlin/Figueres Printed on acid-free paper Springer is part of Springer Science+Business Media (www.springer.com)
Dedicated to Douglas Paul Satterblom, in Memorium WRB My wife Tahmina and daughters Nafisa and Raisa MRK The Memory of my parents, Seethamma and Narsimha Murthy DNPM
Preface
Warranty is a critical element in the marketing of products. It provides assurance to customers that the manufacturer will provide compensation, through repair, replacement or refund, for purchased items that do not perform satisfactorily. This has become more critical with the increase in consumer expectations that has occurred over recent years and the passage of legislation demanding better customer protection. Offering warranty has serious implications for manufacturers. Although offering better warranty terms may give a manufacturer a marketing advantage over competitors, this entails an additional cost, namely that associated with the servicing of warranty claims. Depending on the product and the manufacturer, these costs typically vary from 1 to 10% of the sale price of the item, and may have serious implications with regard to the manufacturer’s reputation and the profitability of the
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