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Track 1 Session 10
9:20 to 10:30 a.m. Friday June
16, 2006
Principles of Successful Outsourcing of
Warranty and Repair Services
Many companies outsource warranty
and repair services with the intent of lowering field replacement
cost. This process requires detailed knowledge of the supply chain,
a depot-maintenance philosophy and strategic partnering with the
outsourced repair depot. This presentation outlines the principles
employed and lessons learned of such a partnering effort between a
low-volume / high-product-mix customer and a repair services
company. Identification and prioritization of parts for warranty and
refurbishment are discussed as well as experiences working with
Finance, Purchasing, Engineering and International departments.
Process measures, results and marketing these services are presented
in depth.
Key Words: Warranty Claims,
Repair, Outsourcing
Antonio X. Luna
Pitney Bowes,
Inc.
Danbury, Connecticut |
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