Warranty fraud management : reducing fraud and other excess costs in warranty and service operations

Cover -- Title Page -- Copyright -- Contents -- Foreword -- Preface -- Acknowledgments -- About the Authors -- Chapter 1 Overview -- Warranties -- Warranty Servicing -- Warranty Costs -- Warranty Fraud -- Customer Fraud -- Sales Channel and Service Agent Fraud -- Warranty Provider Fraud -- Producers of Fake/Fraudulent Products or Parts -- Impact of Warranty Fraud -- Warranty Fraud Management -- Study of Warranty -- Goals of the Book -- Structure of the Book -- Note -- Chapter 2 Products and Product Warranty -- Products -- Product Classification -- Product Decomposition -- Product Performance, Failure, and Reliability -- Product Performance -- Product Failure -- Product Reliability -- Product Failure Rate -- Product Maintenance -- Preventive Maintenance -- Corrective Maintenance -- Product Warranty -- Role of Warranty -- Classification of Warranties -- Terms and Conditions of Warranty Policy -- Post Base Warranty Options -- Extended Warranties -- Maintenance Service Contracts -- Insurances -- Notes -- Chapter 3 Warranty Servicing -- Parties in the Warranty Service Network -- Warranty Provider -- Customers -- Service Agents -- Part Manufacturers -- Part Distributors -- Sales and Distribution Channel -- Customer Service -- Warranty Administrators -- Other Parties -- Warranty Service Process -- Service Channels -- Return Channels -- Activities within the Warranty Service Process -- Variations in Service Process Depending on the Service Channel -- Replacements and Refunds -- Service Data Collection -- Outsourcing of Warranty Service -- Contracts -- Contracts with Customers -- Contracts with Service Agents -- Contracts with Part Manufacturers and Distributors -- Contracts with Sales and Distribution Channel -- Contracts with Customer Service Providers and Warranty Administrators -- Contracts with Other Parties -- Notes -- Chapter 4 Warranty Costs.