... warranty costs, and to evaluate multiple companies/industries, perhaps with a longitudinal focus. Practical implications The formality can be used to communicate the product warranty throughout the organization. Each department has a responsibility to the customer, so team members from service, product...

...Rick Roscitt; I. Robert Parket Considers the need imposed by increased competition for manufacturers to move from a traditional, reactive service approach based on routine maintenance programmes towards a more strategic customer servicing philosophy based on strategic service management. Argues...