{"product_id":"warranty-fraud-management-9781119223887","title":"Warranty Fraud Management","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003e\u003cb\u003eCut warranty costs by reducing fraud with transparent processes and balanced control\u003c\/b\u003e \u003cp\u003e\u003ci\u003eWarranty Fraud Management \u003c\/i\u003eprovides 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 comprehensi\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003e\u003c\/p\u003e\u003cp\u003eForeword xiii\u003c\/p\u003e \u003cp\u003ePreface xvii\u003c\/p\u003e \u003cp\u003eAcknowledgments xxiii\u003c\/p\u003e \u003cp\u003eAbout the Authors xxv\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 1 Overview 1\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eWarranties 3\u003c\/p\u003e \u003cp\u003eWarranty Servicing 4\u003c\/p\u003e \u003cp\u003eWarranty Costs 5\u003c\/p\u003e \u003cp\u003eWarranty Fraud 6\u003c\/p\u003e \u003cp\u003eImpact of Warranty Fraud 9\u003c\/p\u003e \u003cp\u003eWarranty Fraud Management 10\u003c\/p\u003e \u003cp\u003eStudy of Warranty 10\u003c\/p\u003e \u003cp\u003eGoals of the Book 12\u003c\/p\u003e \u003cp\u003eStructure of the Book 12\u003c\/p\u003e \u003cp\u003eNote 14\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 2 Products and Product Warranty 15\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eProducts 16\u003c\/p\u003e \u003cp\u003eProduct Performance, Failure, and Reliability 19\u003c\/p\u003e \u003cp\u003eProduct Maintenance 24\u003c\/p\u003e \u003cp\u003eProduct Warranty 26\u003c\/p\u003e \u003cp\u003eMaintenance Service Contracts 36\u003c\/p\u003e \u003cp\u003eInsurances 37\u003c\/p\u003e \u003cp\u003eNotes 38\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 3 Warranty Servicing 39\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eParties in the Warranty Service Network 40\u003c\/p\u003e \u003cp\u003eWarranty Service Process 46\u003c\/p\u003e \u003cp\u003eOutsourcing of Warranty Service 54\u003c\/p\u003e \u003cp\u003eContracts 56\u003c\/p\u003e \u003cp\u003eNotes 62\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 4 Warranty Costs 63\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eDifferent Perspectives 65\u003c\/p\u003e \u003cp\u003eFactors Underlying Warranty Costs 68\u003c\/p\u003e \u003cp\u003eWarranty Cost Metrics 72\u003c\/p\u003e \u003cp\u003eWarranty Reserves and Accruals 77\u003c\/p\u003e \u003cp\u003eWarranty Cost Control 78\u003c\/p\u003e \u003cp\u003eNotes 79\u003c\/p\u003e \u003cp\u003eChapter 5 Warranty Management 81\u003c\/p\u003e \u003cp\u003eEvolution of Warranty Management 82\u003c\/p\u003e \u003cp\u003eService Life-Cycle Perspective 84\u003c\/p\u003e \u003cp\u003eProduct Life-Cycle Perspective 95\u003c\/p\u003e \u003cp\u003eOrganizational Structure 100\u003c\/p\u003e \u003cp\u003eWarranty Management Systems 105\u003c\/p\u003e \u003cp\u003eWarranty Management Maturity Models 122\u003c\/p\u003e \u003cp\u003eNotes 124\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 6 Warranty Fraud 125\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eFraud in General 126\u003c\/p\u003e \u003cp\u003eActors and Victims of Warranty Fraud 128\u003c\/p\u003e \u003cp\u003eClassification of Warranty Fraud 129\u003c\/p\u003e \u003cp\u003eFraud Patterns 130\u003c\/p\u003e \u003cp\u003eConsequences and Impacts of Warranty Fraud 135\u003c\/p\u003e \u003cp\u003eCustomer Fraud 139\u003c\/p\u003e \u003cp\u003eService Agent Fraud 147\u003c\/p\u003e \u003cp\u003eSales Channel Fraud 162\u003c\/p\u003e \u003cp\u003eWarranty Administrator Fraud 166\u003c\/p\u003e \u003cp\u003eWarranty Provider Fraud 169\u003c\/p\u003e \u003cp\u003eNotes 175\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 7 Warranty Control Framework 177\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eContracts 180\u003c\/p\u003e \u003cp\u003eTransaction Controls 181\u003c\/p\u003e \u003cp\u003eAnalytics 183\u003c\/p\u003e \u003cp\u003eService Network Management 187\u003c\/p\u003e \u003cp\u003eChapter 8 Customer Fraud Management 189\u003c\/p\u003e \u003cp\u003eCustomer Contract 190\u003c\/p\u003e \u003cp\u003eCustomer Entitlement 200\u003c\/p\u003e \u003cp\u003eMaterial Returns Control 207\u003c\/p\u003e \u003cp\u003eAnalytics 208\u003c\/p\u003e \u003cp\u003eNotes 213\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 9 Service Agent Fraud Management 215\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eService Agent Contract 216\u003c\/p\u003e \u003cp\u003eEntitlement and Repair Authorization Processes 237\u003c\/p\u003e \u003cp\u003eClaim Validation Process 239\u003c\/p\u003e \u003cp\u003eAnalytics 248\u003c\/p\u003e \u003cp\u003eMaterial Returns Control 278\u003c\/p\u003e \u003cp\u003eService Network Management 280\u003c\/p\u003e \u003cp\u003eNotes 291\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 10 Fraud Management with Other Parties 293\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eSales Channel Fraud Management 294\u003c\/p\u003e \u003cp\u003eWarranty Administrator Fraud Management 299\u003c\/p\u003e \u003cp\u003eWarranty Provider Fraud Management 305\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 11 Structures Influencing Warranty Fraud 307\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eEffective Service Process 308\u003c\/p\u003e \u003cp\u003eService Organization 315\u003c\/p\u003e \u003cp\u003eNotes 318\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 12 Implementing a Warranty Control Framework 319\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eAssessing the Current Situation 320\u003c\/p\u003e \u003cp\u003eCrafting an Improvement Plan 322\u003c\/p\u003e \u003cp\u003eDefining Policies and Rules 322\u003c\/p\u003e \u003cp\u003eBuilding the Capabilities 323\u003c\/p\u003e \u003cp\u003eDeploying the Change 325\u003c\/p\u003e \u003cp\u003eBusiness Case Considerations 327\u003c\/p\u003e \u003cp\u003eImplementation Challenges 328\u003c\/p\u003e \u003cp\u003eAchieving the Transformation 329\u003c\/p\u003e \u003cp\u003e\u003cb\u003eChapter 13 Epilogue 331\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eOpportunities to Improve Warranty Control 333\u003c\/p\u003e \u003cp\u003eNew Research into Warranty Fraud 335\u003c\/p\u003e \u003cp\u003eAppendix A Detailed Claim Data 337\u003c\/p\u003e \u003cp\u003eAppendix B Agency Theory 343\u003c\/p\u003e \u003cp\u003eAppendix C Game Theory 347\u003c\/p\u003e \u003cp\u003eGlossary 351\u003c\/p\u003e \u003cp\u003eAcronyms 355\u003c\/p\u003e \u003cp\u003eReferences 357\u003c\/p\u003e \u003cp\u003eIndex 363\u003c\/p\u003e","brand":"John Wiley \u0026 Sons Inc","offers":[{"title":"Default Title","offer_id":49407010832727,"sku":"9781119223887","price":30.39,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9781119223887.jpg?v=1730497877","url":"https:\/\/bookcurl.com\/products\/warranty-fraud-management-9781119223887","provider":"Book Curl","version":"1.0","type":"link"}