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Warranty management and product manufacture (Springer series in reliability engineering), by D.N.P. Murthy and W.R. Blischke, edited by Hoang Pham

This book completes and finalises the trilogy about warranty management written by two eminent and proficient professors in this area. The first two books of this trilogy were ‘Warranty Cost Analysis’ (1990), and ‘Product Warranty Handbook’ (1994), both edited by Marcel Dekker. As suggested in the preface, this book is targeted to an approach for the strategic warranty management in order to achieve the overall business objectives focusing on product performance assurance and, at the same time, ensuring customer satisfaction. For that purpose, this book is intended for managers at all levels in manufacturing businesses (senior, middle and junior), recommending also a determined sequence for the reading. This book is divided into 15 chapters. At the beginning of each chapter, an introduction considers situations that managers have to face on the internal warranty process, involving the reader in the subject matter which is later developed through the corresponding chapter. In the following paragraphs we try to summarise and review in few words such contents. The first chapter introduces briefly the scope and focus of the whole book. It defines some theories about warranty and the impact of warranty decisions on the manufacturing, showing how effective warranty assistance requires a management framework which can integrate the different technical and commercial aspects of manufacturing. The second chapter is related to the product and its quality. It starts classifying and decomposing the different sort of products, in order to define later the notion of product quality and reliability measurements. Finally, among its lines, the chapter shows different points of view about the product life cycle, its performance and its costs. The third chapter is dedicated to the concept of warranty and its role from different perspectives (buyer, manufacturer, government and societal viewpoints). This chapter exposes a classification for warranty according to a range of warranty policies as the oneor two-dimensional policies. Chapter 4 is depicted to the warranty management, dealing with this from strategical and operational levels. For that goal, this chapter combines technical and commercial issues, the interactions between them, as well as a warranty management approached to the product life cycle. The fifth chapter deals with the system approach to warranty management. The idea behind this chapter is a very general approach for solving diverse sorts of situations. After a first introduction, it starts defining several steps (definition, characterisation, model building, etc.) for approaching systems. After that and along the chapter, the decision-making is presented to illustrate systems approach, looking at the first three steps of the process: objectives, system characterisation, and model. Basically, the key element of the approach is the use of mathematical models. For modelling product failures, two approaches are presented: the black-box and the white-box model. In Chapter 6, the role and use of data for warranty management is discussed. Particularly, the authors suggest here that many kinds of data can tailor the boundary of warranty management. This chapter begins mentioning the different types of crucial information for managing properly the warranty assistance as test results, market surveys, economic rates, claims data and many others. Next, it is commented the way of gathering, their analysis, the inferences among them, etc., and how they can be helpful for the modelling and the foreseeing, as well as other aspects related to warranty management and its model building. Chapter 7 deals with warranty cost analysis and its implications for manufacturers and buyers, underlining the diverse viewpoints on it. This analysis can be useful to manufacturers when the moment to take strategic decisions comes (decisions, for instance, about which warranty they would like to offer for their products). This purpose implies the use of models in order to foresee warranty claims, taking into consideration those relevant parameters such as product reliability, warranty-servicing actions, customer usage patterns, etc. Chapter 8 is devoted to the interaction between warranty and the step ‘design and development’. The product reliability depends mainly on the engineering of the own product, which is based on decisions made during the design and development stages. The product reliability can be of course improved by a better design and development, leading such improvement to lower