The Customer Service Journal
Volume 5 July 2019
Knowledge for the world of customer service & support
Last night I saw upon the stair,
A little man who wasn't there,
He wasn't there again today
Oh, how I wish he'd go away...
While these words from a song titled "Antigonish" were applied to Chamberlain and Hitler, they ring true for historically describing senior management's attitude towards warranty management. This has been slowly changing starting in the early 2000's when the Firestone debacle occurred, and then the changes to the FASB accounting guidelines that increased the transparency of warranty management and product quality in corporate financial reporting. While there are still many companies that decline from investing in warranty management, there has been increasing interest on improving this capability in many large corporations and enterprises. Eric Arnum, the editor of Warranty Week, once described warranty management as the "keys to the kingdom" for improving customer satisfaction and product quality while reducing product costs. With this increased realization of the importance of warranty management, there has been a corresponding increase in the availability and maturity of services and software tools. Increased attention by industry analysts has also resulted in some quality thinking on this challenge so long neglected.
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