Warranty fraud management : (Record no. 12357)
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| control field | ocn950203086 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OCoLC |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20240523125539.0 |
| 006 - FIXED-LENGTH DATA ELEMENTS--ADDITIONAL MATERIAL CHARACTERISTICS | |
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| 007 - PHYSICAL DESCRIPTION FIXED FIELD--GENERAL INFORMATION | |
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| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 160520s2016 nju ob 001 0 eng |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER | |
| LC control number | 2016023784 |
| 040 ## - CATALOGING SOURCE | |
| Original cataloging agency | DLC |
| Language of cataloging | eng |
| Description conventions | rda |
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| Transcribing agency | DLC |
| Modifying agency | YDX |
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| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9781119239703 |
| Qualifying information | (pdf) |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 1119239702 |
| Qualifying information | (pdf) |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9781119239741 |
| Qualifying information | (epub) |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 1119239745 |
| Qualifying information | (epub) |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9781119277576 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 1119277574 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 1119223881 |
| Qualifying information | (hardback) |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9781119223887 |
| Qualifying information | (hardback) |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| Canceled/invalid ISBN | 9781119223887 |
| Qualifying information | (hardback) |
| 029 1# - OTHER SYSTEM CONTROL NUMBER (OCLC) | |
| OCLC library identifier | AU@ |
| System control number | 000057502743 |
| 029 1# - OTHER SYSTEM CONTROL NUMBER (OCLC) | |
| OCLC library identifier | CHNEW |
| System control number | 000945385 |
| 029 1# - OTHER SYSTEM CONTROL NUMBER (OCLC) | |
| OCLC library identifier | CHVBK |
| System control number | 480255431 |
| 029 1# - OTHER SYSTEM CONTROL NUMBER (OCLC) | |
| OCLC library identifier | DEBBG |
| System control number | BV043893887 |
| 029 1# - OTHER SYSTEM CONTROL NUMBER (OCLC) | |
| OCLC library identifier | DEBSZ |
| System control number | 485067145 |
| 035 ## - SYSTEM CONTROL NUMBER | |
| System control number | (OCoLC)950203086 |
| Canceled/invalid control number | (OCoLC)951223138 |
| -- | (OCoLC)957979876 |
| -- | (OCoLC)959873207 |
| -- | (OCoLC)961824239 |
| -- | (OCoLC)1066458360 |
| -- | (OCoLC)1103281450 |
| -- | (OCoLC)1104677285 |
| -- | (OCoLC)1105785184 |
| -- | (OCoLC)1107375033 |
| -- | (OCoLC)1124471124 |
| -- | (OCoLC)1148155905 |
| 037 ## - SOURCE OF ACQUISITION | |
| Stock number | CL0500000779 |
| Source of stock number/acquisition | Safari Books Online |
| 042 ## - AUTHENTICATION CODE | |
| Authentication code | pcc |
| 050 00 - LIBRARY OF CONGRESS CALL NUMBER | |
| Classification number | HF5415.157 |
| 072 #7 - SUBJECT CATEGORY CODE | |
| Subject category code | BUS |
| Subject category code subdivision | 082000 |
| Source | bisacsh |
| 072 #7 - SUBJECT CATEGORY CODE | |
| Subject category code | BUS |
| Subject category code subdivision | 041000 |
| Source | bisacsh |
| 072 #7 - SUBJECT CATEGORY CODE | |
| Subject category code | BUS |
| Subject category code subdivision | 042000 |
| Source | bisacsh |
| 072 #7 - SUBJECT CATEGORY CODE | |
| Subject category code | BUS |
| Subject category code subdivision | 085000 |
| Source | bisacsh |
| 082 00 - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.4/73 |
| Edition number | 23 |
| 084 ## - OTHER CLASSIFICATION NUMBER | |
| Classification number | COM021030 |
| Number source | bisacsh |
| 049 ## - LOCAL HOLDINGS (OCLC) | |
| Holding library | MAIN |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Kurvinen, Matti, |
| Dates associated with a name | 1961- |
| Relator term | author. |
| 245 10 - TITLE STATEMENT | |
| Title | Warranty fraud management : |
| Remainder of title | reducing fraud and other excess costs in warranty and service operations / |
| Statement of responsibility, etc. | Matti Kurvinen, Ilkka Toyryla, D.N. Prabhakar Murthy. |
| 264 #1 - PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE, AND COPYRIGHT NOTICE | |
| Place of production, publication, distribution, manufacture | Hoboken : |
| Name of producer, publisher, distributor, manufacturer | Wiley, |
| Date of production, publication, distribution, manufacture, or copyright notice | 2016. |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 1 online resource |
| 336 ## - CONTENT TYPE | |
| Content type term | text |
| Content type code | txt |
| Source | rdacontent |
| 337 ## - MEDIA TYPE | |
| Media type term | computer |
| Media type code | c |
| Source | rdamedia |
| 338 ## - CARRIER TYPE | |
| Carrier type term | online resource |
| Carrier type code | cr |
| Source | rdacarrier |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | "Cut warranty costs by reducing fraud with transparent processes and balanced control Warranty Fraud Management provides a clear, practical framework for reducing fraudulent warranty claims and other excess costs in warranty and service operations. Packed with actionable guidelines and detailed information, this book lays out a system of efficient warranty management that can reduce costs without upsetting the customer relationship. You'll dig into the whole spectrum of warranty fraud, from simple sloppy procedures to systematic organized crime, and get to know the fraudulent parties, the victims, as well as the objectives and methods of the fraudulent activities in different scenarios. You'll learn how to implement controls to detect and reduce fraudulent claims and decrease the overall warranty costs. The impact of fraudulent claims is plainly spelled out alongside detailed descriptions of typical symptoms and process gaps present in diverse companies. A comprehensive, multi-modal framework for robust warranty management is presented as a template for revamping your own company's strategy. Fraudulent warranty claims occupy an estimated 5-15 percent of the average company's warranty costs, which generally average between 1-4 percent of sales. Many companies are unaware of the issue or struggle to take action against the claims for fear of upsetting business partners, or because they lack tangible evidence. This book details a robust warranty control framework that institutes transparency and control over the whole warranty chain - supporting the process far beyond just fraud reduction. Understand the different actors (customers, service agents, warranty providers, etc.) and different forms of warranty fraud Uncover issues in your company's warranty processes Learn methods to detect and prevent fraudulent activities Implement a robust system of warranty cost control Warranty fraud is a major cost-control issue for most companies, but the sensitive nature of the topic leaves most reluctant to share their experiences and divulge their strategies. Warranty Fraud Management brings warranty fraud out into the open, and provides a clear, actionable framework for cost-savings through fraud reduction"-- |
| Assigning source | Provided by publisher |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | "Warranty Fraud Management provides practical guidelines that help companies save money through reduction of fraudulent warranty claims and overbilling. For a typical manufacturing company the warranty cost varies between 1-4% of sales, so warranty cost as such is an important factor. For companies with outsourced warranty service we have seen fraudulent claims and overpayments extending to over 50% of the total warranty cost. Warranty Fraud Management will highlight the methods of fraud, ways to uncover issues and the importance of continuous improvement of the controls to keep up with the continuously evolving misbehavior. On the other hand, setting-up too rigid controls or warranty terms can impact customer satisfaction and increases overall cost in the warranty chain. The book will increase general awareness of warranty fraud -- how fraud is done, the impact of the problem, typical symptoms and process gaps we have seen in diverse companies. Additionally, it will provide a comprehensive framework for a solid warranty management capability -- there is no single silver bullet to tackle the problem but several areas need to be covered. The spectrum of warranty fraud is very wide, so the right type of actions also differs in different cases"-- |
| Assigning source | Provided by publisher |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE | |
| Bibliography, etc. note | Includes bibliographical references and index. |
| 500 ## - GENERAL NOTE | |
| General note | Machine generated contents note: Foreword Preface Acknowledgments About the Author(s) Chapter 1: OverviewAppendices Chapter 2: Products and Product Warranty Chapter 3: Warranty Servicing Chapter 4: Warranty Costs Chapter 5: Warranty Management Chapter 6: Warranty Fraud Chapter 7: Warranty Control Framework Chapter 8: Customer Fraud Management Chapter 9: Service Agent Fraud Management Chapter 10: Fraud Management with Other Parties Chapter 11: Structures Influencing Warranty Fraud Chapter 12: Implementing a Warranty Control Framework Chapter 13: Epilogue Appendix A: Detailed Claim Data Appendix B: Agency Theory Appendix C: Game Theory Glossary ACRONYMS References Index. |
| 588 0# - SOURCE OF DESCRIPTION NOTE | |
| Source of description note | Print version record and CIP data provided by publisher. |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Cover; Title Page; Copyright; Contents; Foreword; Preface; Acknowledgments; About the Authors; Chapter 1 Overview; Chapter 2 Products and Product Warranty; Chapter 3 Warranty Servicing; Chapter 4 Warranty Costs; Chapter 5 Warranty Management; Chapter 6 Warranty Fraud; Chapter 7 Warranty Control Framework; Chapter 8 Customer Fraud Management; Chapter 9 Service Agent Fraud Management; Chapter 10 Fraud Management with Other Parties; Chapter 11 Structures Influencing Warranty Fraud; Chapter 12 Implementing a Warranty Control Framework; Chapter 13 Epilogue; Appendix A Detailed Claim Data. |
| 505 8# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Appendix B Agency TheoryAppendix C Game Theory; Glossary; Acronyms; References; Index; EULA; Warranties; Warranty Servicing; Warranty Costs; Warranty Fraud; Impact of Warranty Fraud; Warranty Fraud Management; Study of Warranty; Goals of the Book; Structure of the Book; Note; Products; Product Performance, Failure, and Reliability; Product Maintenance; Product Warranty; Maintenance Service Contracts; Insurances; Notes; Parties in the Warranty Service Network; Warranty Service Process; Outsourcing of Warranty Service; Contracts; Notes; Different Perspectives; Factors Underlying Warranty Costs. |
| 505 8# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Warranty Cost MetricsWarranty Reserves and Accruals; Warranty Cost Control; Notes; Evolution of Warranty Management; Service Life-Cycle Perspective; Product Life-Cycle Perspective; Organizational Structure; Warranty Management Systems; Warranty Management Maturity Models; Notes; Fraud in General; Actors and Victims of Warranty Fraud; Classification of Warranty Fraud; Fraud Patterns; Consequences and Impacts of Warranty Fraud; Customer Fraud; Service Agent Fraud; Sales Channel Fraud; Warranty Administrator Fraud; Warranty Provider Fraud; Notes; Contracts; Transaction Controls; Analytics. |
| 505 8# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Service Network ManagementCustomer Contract; Customer Entitlement; Material Returns Control; Analytics; Notes; Service Agent Contract; Entitlement and Repair Authorization Processes; Claim Validation Process; Analytics; Material Returns Control; Service Network Management; Notes; Sales Channel Fraud Management; Warranty Administrator Fraud Management; Warranty Provider Fraud Management; Effective Service Process; Service Organization; Notes; Assessing The Current Situation; Crafting an Improvement Plan; Defining Policies and Rules; Building the Capabilities; Deploying the Change. |
| 505 8# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Business Case ConsiderationsImplementation Challenges; Achieving the Transformation; Opportunities to Improve Warranty Control; New Research into Warranty Fraud; Customer Fraud; Sales Channel and Service Agent Fraud; Warranty Provider Fraud; Producers of Fake/Fraudulent Products or Parts; Product Classification; Product Decomposition; Product Performance; Product Failure; Product Reliability; Product Failure Rate; Preventive Maintenance; Corrective Maintenance; Role of Warranty; Classification of Warranties; Terms and Conditions of Warranty Policy; Post Base Warranty Options. |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | John Wiley and Sons |
| Provenance (VM) [OBSOLETE] | Wiley Online Library: Complete oBooks |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Quality of products. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Warranty. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Products liability. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Sales management. |
| 650 #6 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Qualit�e des produits. |
| 650 #6 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Garantie. |
| 650 #6 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Responsabilit�e du fait des produits. |
| 650 #6 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Ventes |
| General subdivision | Gestion. |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | warranties. |
| Source of heading or term | aat |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | COMPUTERS |
| General subdivision | Database Management |
| -- | Data Mining. |
| Source of heading or term | bisacsh |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Products liability |
| Source of heading or term | fast |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Quality of products |
| Source of heading or term | fast |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Sales management |
| Source of heading or term | fast |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Warranty |
| Source of heading or term | fast |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | T�oyryl�a, Ilkka, |
| Dates associated with a name | 1970- |
| Relator term | author. |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Murthy, D. N. P., |
| Relator term | author. |
| 776 08 - ADDITIONAL PHYSICAL FORM ENTRY | |
| Relationship information | Print version: |
| Main entry heading | Kurvinen, Matti, 1961- |
| Title | Warranty fraud management. |
| Place, publisher, and date of publication | Hoboken : Wiley, 2016 |
| International Standard Book Number | 9781119223887 |
| Record control number | (DLC) 2016009975 |
| 856 40 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="https://onlinelibrary.wiley.com/doi/book/10.1002/9781119277576">https://onlinelibrary.wiley.com/doi/book/10.1002/9781119277576</a> |
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