Hi--the model operates like a SCORE model and is a type of self-assessment tool by which compnaies can idenitfy their warranty porcess and then identify areas for self-improvement. I guess another term would be a benchmarking tool. IDC is currently working with a Warranty Association group to make the tool available for free on the members' website. I'm not sure if it is avaialble for download yet--i think IDC is giving warranty-industry associations right of first refusal.
Can you throw some light on Warranty Management Capability Maturity Model. What are important input parameters to this model ? Is the model currenly available or IDC is still working on the model ?
In cases like that, Adeniji, most reputable stores will take the product back and at least offer you an exchange. You just have to push a bit for it sometimes. It happened that I once purchased a digital camera from Office Max, and the hinge over the memory card broke when I put it in. I brought it back. The store clerk said that their policy was not to offer a refund on anything that was opened, but they coudl offer an exchange. I explained that I didn't want an exchange because the camera's design appeared flawed to me. I also pointed out that I could either circumvent the rule by taking the exchange and then returning the sealed camera or just honestly get a my refund credited on the open one. The store manager understood my position and granted the refund.
I agree with you on that. Left to me i don,t think there is anything called warranty.While it is not available on some products, some manufacturers or stores dont even offer it, the moment what you bought worked well at the point of purchased,that is all. But some times you just arrive from the store and the gadget you bought few minutes ago will not come on and you have to return it all for you to pay for the repair.
Flying Scot--that is an intersting point--lower-quality goods doing better because the warranty response is more prompt. An example of warranty practices being a competitive advnatge, much as he supply chian can be when well executed.
flyingscot, what you report indicates that customer service really is key in retaining loyalty. I know that I get very annoyed when I find that a place does not live up to the guarantees it proclaims. That's why they like to keep loopholes that are not spelled out, but sometimes they just don't live up to their guarantees even without loopholes. I remember contacting an online retailer who had the "guaranteed lowest price." I told him that I found the exact same product at another site for less. The manager didn't offer to beat it or even to meet. Instead, he toldme I should buy it from the other place. So much for promises.
Ariela, you are right. I realize a few times there is always fine print in the warranty which we almost never bother to read. What people care most about warranty? I guess it is the duration, i.e. how many years the product is covered.
In the semiconductor industry we measure warranty performance in terms of number of field returns and time to respond successfully to the satisfaction of the customer after an issue. Our customers keep similar metrics of our warranty performance which they then use to rank their suppliers with the worst performers being removed from the approved vendor list. This then means we cannot sell to them anymore. An interesting observation is I have seen companies with poor quality products beat out those with fairly high quality products because the former was much quicker to resolve the customers warranty issue eg. a customer could be a lot happier if it had 10 warranty claims that were fixed immediately versus 1 warranty claim that took ages to resolve. Something to ponder when developing a warranty strategy for your own company.
EBN Dialogue enables and encourages you to participate in live chats with notable leaders and luminaries. Not only editors and journalists, but the entire EBN community is able to comment and ask questions. Listed below are upcoming and archived chats.
Archived Dialogues
Thailand Stages a Comeback Join EBN contributor Jennifer Baljko on Thursday August 23, 2012, at 11:00 a.m. EST for a live chat on how electronic manufacturers in Thailand have shored up their supply chain to reduce the impact of future natural disasters.
Euro-Crisis: What It Means for High-Tech Firms Join EBN Editor in Chief Bolaji Ojo and Contributing Editor Jennifer Baljko on Thursday, July 12, at 10:00 a.m. EDT for a Live Chat on high-tech and Europe's economic difficulties.
Microsoft Surface: Potential Winners & Losers What are the implications for the electronics industry supply chain of Microsoft Corp.'s decision to launch its own tablet PC? Join industry veteran and EE Times' systems and OEM expert Rick Merritt on Tuesday, July 3, at 12:00 pm EDT for a Live Chat on this subject.
Join EBN contributor Jennifer Baljko on Thursday August 23, 2012, at 11:00 a.m. EST for a live chat on how electronic manufacturers in Thailand have shored up their supply chain to reduce the impact of future natural disasters.
Peter Drucker famously said "Trying to predict the future is like trying to drive down a country road at night with no lights while looking out the back window." Yet in the razor's-edge world of electronics—with a lean supply chain and just-in-time demands—the need to know the future is vital.
You've heard the saying "the No. 1 supply chain risk is your people." That hasn't always been the case. But today's complex global supply chain requires a new type of multitalented employee. It's one who understands, finance, marketing, economics, is savvy with technology, graceful with relationships and can think analytically.
Where are these people? Are universities properly preparing the next generation supply chain professionals? How do train your existing workforce for these new, demanding positions?
Brian Fuller, editor-in-chief of EBN, will lead a 60-minute Avnet Velocity panel discussion that will ask and answer these and other questions swirling around today's supply-chain talent challenges.
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