Selling Warranty Services instead of Supplying Components
2009 (English)In: Proceedings of the QUIS 11: Moving Forward with Service Quality, 2009, 664-673 p.Conference paper (Refereed)
Manufacturers in the industrial world today seek to deliver customer value through products and services, in contrast to a product or market focus. In this paper we investigate whether warranty management can be a method for improved integrated product service offerings when a firm moves from component to system solution supplier. Based on the results of a case study of a component manufacturer in Sweden, advanced warranty reporting implemented as a strategic tool can be a solution. In addition, procedures required for users (e.g. online portals) that follow a ten-year guarantee can be a tool for conscious, strategic warranty management.
Place, publisher, year, edition, pages
2009. 664-673 p.
Manufacturing, Maintenance, Product/Service System
IdentifiersURN: urn:nbn:se:liu:diva-21498ISBN: 978-3-00-027342-1OAI: oai:DiVA.org:liu-21498DiVA: diva2:241446
QUIS 11 - Service Conference, June 11-14, Wolfsburg, Germany