Warranty Management and Product Manufacture
Purchasers of manufactured goods demand assurance that the purchased product will perform satisfactorily over its expected life. Warranties play a vitally important role in providing this assurance, in two ways. Firstly, warranty terms can provide a promi
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Series Editor Professor Hoang Pham Department of Industrial Engineering Rutgers The State University of New Jersey 96 Frelinghuysen Road Piscataway, NJ 08854-8018 USA
Other titles in this series The Universal Generating Function in Reliability Analysis and Optimization Gregory Levitin Maintenance Theory of Reliability T. Nakagawa Publication due September 2005 System Software Reliability H. Pham
D.N. Prabhakar Murthy and Wallace R. Blischke
Warranty Management and Product Manufacture With 83 Figures
D.N. Prabhakar Murthy, B.E. (Hons), M.E. (Hons), M.S., Ph.D. Division of Mechanical Engineering The University of Queensland Brisbane Queensland, Q 4072 Australia [email protected] Wallace R. Blischke, B.S., M.S., Ph.D. 5401 Katherine Avenue Sherman Oaks, CA 91401 USA [email protected]
British Library Cataloguing in Publication Data Murthy, D.N.P. Warranty management and product manufacture.—(Springer series in reliability engineering) 1. Warranty 2. Quality control 3. Manufactures I. Title II. Blischke, W. R., 1934– 658.5′6 ISBN 1852339330 Library of Congress Control Number: 2005924560 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 licences issued by the Copyright Licensing Agency. Enquiries concerning reproduction outside those terms should be sent to the publishers. Springer Series in Reliability Engineering series ISSN 1614-7839 ISBN 1-85233-933-0 Springer Science+Business Media, Inc. springeronline.com © Springer-Verlag London Limited 2006 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. Typesetting: Camera-ready by the author Printed in the United States of America (IBT) 69/3830-543210 Printed on acid-free paper
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Preface
In industrialized societies, new products are appearing in the marketplace at an ever-increasing pace. Their introduction is either market driven – a result of increasing customer expectations and needs – or technology driven – resulting from advances in technology. In addition, the complexity of products tends to increase with each new generation. A further complicating factor is that customers are uncertain about, and have no easy way to research, new product performance. Two items that are becoming more critical and important in the customer purchase decision pro
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