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

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Content: Cover
Title Page
Copyright
Contents
Foreword
Preface
Acknowledgments
About the Authors
Chapter 1 Overview
Chapter 2 Products and Product Warranty
Chapter 3 Warranty Servicing
Chapter 4 Warranty Costs
Chapter 5 Warranty Management
Chapter 6 Warranty Fraud
Chapter 7 Warranty Control Framework
Chapter 8 Customer Fraud Management
Chapter 9 Service Agent Fraud Management
Chapter 10 Fraud Management with Other Parties
Chapter 11 Structures Influencing Warranty Fraud
Chapter 12 Implementing a Warranty Control Framework
Chapter 13 Epilogue
Appendix A Detailed Claim Data Appendix B Agency TheoryAppendix C Game Theory
Glossary
Acronyms
References
Index
EULA
Warranties
Warranty Servicing
Warranty Costs
Warranty Fraud
Impact of Warranty Fraud
Warranty Fraud Management
Study of Warranty
Goals of the Book
Structure of the Book
Note
Products
Product Performance, Failure, and Reliability
Product Maintenance
Product Warranty
Maintenance Service Contracts
Insurances
Notes
Parties in the Warranty Service Network
Warranty Service Process
Outsourcing of Warranty Service
Contracts
Notes
Different Perspectives
Factors Underlying Warranty Costs Warranty Cost MetricsWarranty Reserves and Accruals
Warranty Cost Control
Notes
Evolution of Warranty Management
Service Life-Cycle Perspective
Product Life-Cycle Perspective
Organizational Structure
Warranty Management Systems
Warranty Management Maturity Models
Notes
Fraud in General
Actors and Victims of Warranty Fraud
Classification of Warranty Fraud
Fraud Patterns
Consequences and Impacts of Warranty Fraud
Customer Fraud
Service Agent Fraud
Sales Channel Fraud
Warranty Administrator Fraud
Warranty Provider Fraud
Notes
Contracts
Transaction Controls
Analytics Service Network ManagementCustomer Contract
Customer Entitlement
Material Returns Control
Analytics
Notes
Service Agent Contract
Entitlement and Repair Authorization Processes
Claim Validation Process
Analytics
Material Returns Control
Service Network Management
Notes
Sales Channel Fraud Management
Warranty Administrator Fraud Management
Warranty Provider Fraud Management
Effective Service Process
Service Organization
Notes
Assessing The Current Situation
Crafting an Improvement Plan
Defining Policies and Rules
Building the Capabilities
Deploying the Change Business Case ConsiderationsImplementation Challenges
Achieving the Transformation
Opportunities to Improve Warranty Control
New Research into Warranty Fraud
Customer Fraud
Sales Channel and Service Agent Fraud
Warranty Provider Fraud
Producers of Fake/Fraudulent Products or Parts
Product Classification
Product Decomposition
Product Performance
Product Failure
Product Reliability
Product Failure Rate
Preventive Maintenance
Corrective Maintenance
Role of Warranty
Classification of Warranties
Terms and Conditions of Warranty Policy
Post Base Warranty Options