Key findings include:
"Based on our research, the manufacturing industry's ability to drive warranty improvement is minimal," says Joe Barkai, practice director for IDC Manufacturing Insights' Product Lifecycle Strategies research service. "The use of benchmarking to assess performance and implement continuous improvement is disappointedly low and the application of IT tools to manage warranty transactions, perform warranty and quality analysis, and improve financial management is very inconsistent. Until now, the industry has not had a set of best practices to rely upon."
The significant gaps between leading and lagging companies and the dire need for a robust methodology to improve warranty operations has led to the development of the recently released Warranty Management Capability Maturing Model to help companies assess the capabilities of their warranty organization, develop a continuous improvement roadmap, and accelerate business transformation.