Warranty Claim Analysis Considering Human Factors

Wu, Shaomin (2011) Warranty Claim Analysis Considering Human Factors. Reliability Engineering and System Safety, 96 (1). pp. 131-138. ISSN 09518320 . (Full text available)

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http://dx.doi.org/10.1016/j.ress.2012.06.008

Abstract

Warranty claims are not always due to product failures. They can also be caused by two types of human factors. On the one hand, consumers might claim warranty due to misuse and/or failures caused by various human factors. Such claims might account for more than 10% of all reported claims. On the other hand, consumers might not be bothered to claim warranty for failed items that are still under warranty, or they may claim warranty after they have experienced several intermittent failures. These two types of human factors can affect warranty claim costs. However, research in this area has received rather little attention. In this paper, we propose three models to estimate the expected warranty cost when the two types of human factors are included. We consider two types of failures: intermittent and fatal failures, which might result in different claim patterns. Consumers might report claims after a fatal failure has occurred, and upon intermittent failures they might report claims after a number of failures have occurred. Numerical examples are given to validate the results derived. © 2010 Elsevier Ltd.

Item Type: Article
Additional information: Unmapped bibliographic data: PY - 2011/// [EPrints field already has value set] AD - Cranfield University, School of Applied Sciences, Cranfield, Bedfordshire MK43 0AL, United Kingdom [Field not mapped to EPrints] JA - Reliab Eng Syst Saf [Field not mapped to EPrints]
Uncontrolled keywords: Failed but not reported (FBNR), Fatal failure, Human factor, Intermittent failure, Non-failed but reported (NFBR), Warranty claim, Failed but not reported (FBNR), Fatal failure, Human factors, Intermittent failure, Non-failed but reported (NFBR), Warranty claim, Human engineering, Cost benefit analysis
Subjects: H Social Sciences
H Social Sciences > HA Statistics > HA33 Management Science
Divisions: Faculties > Social Sciences > Kent Business School
Faculties > Social Sciences > Kent Business School > Management Science
Depositing User: Shaomin Wu
Date Deposited: 26 Sep 2012 16:17
Last Modified: 17 Apr 2014 09:23
Resource URI: http://kar.kent.ac.uk/id/eprint/31007 (The current URI for this page, for reference purposes)
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