Warranty fraud management: reducing fraud and other excess costs in warranty and service operations
"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...
Gespeichert in:
| Hauptverfasser: | , , |
|---|---|
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
Hoboken
Wiley
2016
|
| Schriftenreihe: | Wiley and SAS business series
|
| Schlagworte: | |
| Online-Zugang: | FRO01 UBG01 Volltext |
| Zusammenfassung: | "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. |
| Beschreibung: | 1 online resource |
| ISBN: | 1119223881 1119239702 1119239745 1119277574 9781119223887 9781119239703 9781119239741 9781119277576 |
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| 505 | 8 | |a Includes bibliographical references and index. - 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 | |
| 505 | 8 | |a 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 | |a 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 | |a 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 | |a 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 | |a 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 | |
| 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. | ||
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Datensatz im Suchindex
| _version_ | 1804176747830181888 |
|---|---|
| any_adam_object | |
| author | Kurvinen, Matti 1961- Töyrylä, Ilkka 1970- Murthy, D. N. P. |
| author_facet | Kurvinen, Matti 1961- Töyrylä, Ilkka 1970- Murthy, D. N. P. |
| author_role | aut aut aut |
| author_sort | Kurvinen, Matti 1961- |
| author_variant | m k mk i t it d n p m dnp dnpm |
| building | Verbundindex |
| bvnumber | BV043864468 |
| collection | ZDB-35-WIC |
| contents | Includes bibliographical references and index. - 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 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 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 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 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 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 |
| ctrlnum | (ZDB-35-WIC)ocn950203086 (OCoLC)965786892 (DE-599)BVBBV043864468 |
| dewey-full | 658.4/73 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.4/73 |
| dewey-search | 658.4/73 |
| dewey-sort | 3658.4 273 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Electronic eBook |
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| id | DE-604.BV043864468 |
| illustrated | Not Illustrated |
| indexdate | 2024-07-10T07:37:06Z |
| institution | BVB |
| isbn | 1119223881 1119239702 1119239745 1119277574 9781119223887 9781119239703 9781119239741 9781119277576 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-029274498 |
| oclc_num | 950203086 965786892 |
| open_access_boolean | |
| owner | DE-861 |
| owner_facet | DE-861 |
| physical | 1 online resource |
| psigel | ZDB-35-WIC UBG_PDA_WIC ZDB-35-WIC FRO_PDA_WIC ZDB-35-WIC UBG_PDA_WIC |
| publishDate | 2016 |
| publishDateSearch | 2016 |
| publishDateSort | 2016 |
| publisher | Wiley |
| record_format | marc |
| series2 | Wiley and SAS business series |
| spelling | Kurvinen, Matti 1961- aut Warranty fraud management reducing fraud and other excess costs in warranty and service operations Matti Kurvinen, Ilkka Töyrylä, D. N. Prabhakar Murthy Hoboken Wiley 2016 1 online resource txt rdacontent c rdamedia cr rdacarrier Wiley and SAS business series Includes bibliographical references and index. - 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 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 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 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 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 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 "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. COMPUTERS / Database Management / Data Mining bisacsh Products liability fast Quality of products fast Sales management fast Warranty fast Quality of products Warranty Products liability Sales management Electronic books Töyrylä, Ilkka 1970- aut Murthy, D. N. P. aut Erscheint auch als Druckausgabe 978-1-119-22388-7 https://onlinelibrary.wiley.com/doi/book/10.1002/9781119277576 Verlag URL des Erstveröffentlichers Volltext |
| spellingShingle | Kurvinen, Matti 1961- Töyrylä, Ilkka 1970- Murthy, D. N. P. Warranty fraud management reducing fraud and other excess costs in warranty and service operations Includes bibliographical references and index. - 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 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 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 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 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 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 COMPUTERS / Database Management / Data Mining bisacsh Products liability fast Quality of products fast Sales management fast Warranty fast Quality of products Warranty Products liability Sales management |
| title | Warranty fraud management reducing fraud and other excess costs in warranty and service operations |
| title_auth | Warranty fraud management reducing fraud and other excess costs in warranty and service operations |
| title_exact_search | Warranty fraud management reducing fraud and other excess costs in warranty and service operations |
| title_full | Warranty fraud management reducing fraud and other excess costs in warranty and service operations Matti Kurvinen, Ilkka Töyrylä, D. N. Prabhakar Murthy |
| title_fullStr | Warranty fraud management reducing fraud and other excess costs in warranty and service operations Matti Kurvinen, Ilkka Töyrylä, D. N. Prabhakar Murthy |
| title_full_unstemmed | Warranty fraud management reducing fraud and other excess costs in warranty and service operations Matti Kurvinen, Ilkka Töyrylä, D. N. Prabhakar Murthy |
| title_short | Warranty fraud management |
| title_sort | warranty fraud management reducing fraud and other excess costs in warranty and service operations |
| title_sub | reducing fraud and other excess costs in warranty and service operations |
| topic | COMPUTERS / Database Management / Data Mining bisacsh Products liability fast Quality of products fast Sales management fast Warranty fast Quality of products Warranty Products liability Sales management |
| topic_facet | COMPUTERS / Database Management / Data Mining Products liability Quality of products Sales management Warranty |
| url | https://onlinelibrary.wiley.com/doi/book/10.1002/9781119277576 |
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