000			10957cam a2200961 i 4500
001			ocn950203086
003			OCoLC
005			20240523125539.0
006			m o d
007			cr |||||||||||
008			160520s2016 nju ob 001 0 eng
010			_a 2016023784
040			_aDLC _beng _erda _epn _cDLC _dYDX _dN$T _dYDXCP _dEBLCP _dOCLCF _dDG1 _dCOO _dUMI _dTOH _dDG1 _dRECBK _dIDB _dUPM _dDG1 _dDEBSZ _dOCLCQ _dMERUC _dOTZ _dOCLCQ _dUAB _dCCO _dK6U _dLOA _dCOCUF _dZCU _dICG _dGRG _dOCLCQ _dWRM _dSTF _dVT2 _dOCLCQ _dWYU _dLVT _dTKN _dU3W _dOCLCQ _dDKC _dOCLCQ _dUX1 _dC6I _dOCLCQ _dRDF _dOCLCQ _dUKAHL _dOCLCQ _dDLC _dLUU _dOCLCO _dOCLCQ _dOCLCO
019			_a951223138 _a957979876 _a959873207 _a961824239 _a1066458360 _a1103281450 _a1104677285 _a1105785184 _a1107375033 _a1124471124 _a1148155905
020			_a9781119239703 _q(pdf)
020			_a1119239702 _q(pdf)
020			_a9781119239741 _q(epub)
020			_a1119239745 _q(epub)
020			_a9781119277576
020			_a1119277574
020			_a1119223881 _q(hardback)
020			_a9781119223887 _q(hardback)
020			_z9781119223887 _q(hardback)
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035			_a(OCoLC)950203086 _z(OCoLC)951223138 _z(OCoLC)957979876 _z(OCoLC)959873207 _z(OCoLC)961824239 _z(OCoLC)1066458360 _z(OCoLC)1103281450 _z(OCoLC)1104677285 _z(OCoLC)1105785184 _z(OCoLC)1107375033 _z(OCoLC)1124471124 _z(OCoLC)1148155905
037			_aCL0500000779 _bSafari Books Online
042			_apcc
050	0	0	_aHF5415.157
072		7	_aBUS _x082000 _2bisacsh
072		7	_aBUS _x041000 _2bisacsh
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082	0	0	_a658.4/73 _223
084			_aCOM021030 _2bisacsh
049			_aMAIN
100	1		_aKurvinen, Matti, _d1961- _eauthor.
245	1	0	_aWarranty fraud management : _breducing fraud and other excess costs in warranty and service operations / _cMatti Kurvinen, Ilkka Toyryla, D.N. Prabhakar Murthy.
264		1	_aHoboken : _bWiley, _c2016.
300			_a1 online resource
336			_atext _btxt _2rdacontent
337			_acomputer _bc _2rdamedia
338			_aonline resource _bcr _2rdacarrier
520			_a"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"-- _cProvided by publisher
520			_a"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"-- _cProvided by publisher
504			_aIncludes bibliographical references and index.
500			_aMachine 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		_aPrint version record and CIP data provided by publisher.
505	0		_aCover; 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		_aAppendix 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		_aWarranty 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		_aService 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		_aBusiness 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			_aJohn Wiley and Sons _bWiley Online Library: Complete oBooks
650		0	_aQuality of products.
650		0	_aWarranty.
650		0	_aProducts liability.
650		0	_aSales management.
650		6	_aQualit�e des produits.
650		6	_aGarantie.
650		6	_aResponsabilit�e du fait des produits.
650		6	_aVentes _xGestion.
650		7	_awarranties. _2aat
650		7	_aCOMPUTERS _xDatabase Management _xData Mining. _2bisacsh
650		7	_aProducts liability _2fast
650		7	_aQuality of products _2fast
650		7	_aSales management _2fast
650		7	_aWarranty _2fast
700	1		_aT�oyryl�a, Ilkka, _d1970- _eauthor.
700	1		_aMurthy, D. N. P., _eauthor.
776	0	8	_iPrint version: _aKurvinen, Matti, 1961- _tWarranty fraud management. _dHoboken : Wiley, 2016 _z9781119223887 _w(DLC) 2016009975
856	4	0	_uhttps://onlinelibrary.wiley.com/doi/book/10.1002/9781119277576
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