Hi,
In our project we have prepared some documentation on warranty claim handling
Please go through, may be this is helpful to start with
Warranty Claim Processing
Warranty management solution offers an approach to increase the overall product quality, reducing the warranty claims, and operational costs while increasing customer satisfaction and cost recovery from supplier. Manufacturing industry gives the warranty to all its products for specific time period or for certain period for any manufacturing defects ( separate warranty in case of OEMs).
Apart from processing simple warranty management, organization has evolved with extended warranty such as warranty claims, campaign recall etc.
REQUIRMENT GATHERING
We can use different tools provided by SAP to gather the requirement for warranty claim from customer
Tools such as
QADB
Functional check
- Enterprise structure, master data will be covered
- Do you have Simple warranty processing or Extended warranty (claim processing)
Extended claim processing
- What are the different warranty type ?
Customer Warranty, Vendor Warranty, Goodwill
- Do you hold any Goodwill ?
Yes, For the valuable customers
- How do you process claim splits ?
After identifying the respective defective parts vendors, we’ll send a claim narrating the part status to issue a credit note. If the reimburser feels the problem to be immediately reimbursed then he will issue an credit note immediately, other wise he ask to send the defective part for further analysis.
- What is the warranty period ?
That may be varied from product to product.
- Whether any performance based warranty is covered ?
Yes ,In our Company for the Automobile division performance based warranty is covered.
- What kind of Warranty strategy is covered for DOA ( dead on arrival)
If it is found to be true , customer will be issued a credit note immediately.
- Do you follow both supplier warranty and manufacturer warranty ?
Depends on the product
- Do you have any void warranty conditions
If any defect was occurred due to customer negligence or due to environmental conditions , it will be taken as void warranty conditions.
- Is there any special procedure followed to take the warranty parts? RMA
Yes, We are following Return Material Authorization procedure. The RMA number along with the signature should be sticked on the product.
- How do you offer warranty for manufacturing defects for a batch of products ?
If any manufacturing defect is found for a batch of products , then a technical campaign or else we’ll recall the products for service.
- How the repair charges are handled
If the product is beyond the warranty , customer will be issued with a credit note, otherwise if it is in warranty ; we can settle the claim from the respective vendor.
- What includes repair charges ( material + labour)
Material and Infrastructure Overhead calculations are also applicable.
- What is the strategy u r following if any part is found to be defective continuousuly?
We’ll hand over the part and send it to the reimburser(vendor) for quality analysis, so that he will carry some analysis and ensures that it should not be brought forwarded for the consequent lots.
Summary of the Requirement
1. Company receives a warrant part for repair. Based on the RMA number and serial number company checks the warranty status.
2. Warranty for entire equipment including sub-components are checked.
3. Technician performs initial inspection of part to identify the damage of part ( whether it was a manufacturing defect, DOA or damage by customer)
4. He checks whether the repair requires any components to be added
5. He checks if any supplier warranty parts available for replacement?
6. Prepare the quote for repair and service and send to customer ?
7. Upon acceptance from customer start work
8. Whenever customer claims warranty , check with the higher officials whether precrediting or post crediting can be given.
Overview of the Processes supported:
1. Processing with Post crediting/ Pre crediting
Postcrediting cases : i.e cases in which the claimant is not provided with a credit memo until
an answer has been received from the reimburser.
Precrediting cases, : i.e cases in which the claimant is not provided with a credit memo until
an answer has been received from the reimburser.
2. Processing with Authorized Goodwill
We use this process if we want to authorize a claimant to submit a warranty claim for an object for which, according top the warranty conditions, there is no longer a warranty. In other words, we want to make use of goodwill. The system can then check this authorization and process the claim automatically.
3. Processing with parts to be returned
We use this process if you do not want to process warranty claims until the claimant has returned specific faulty parts to you or to the reimburser to be checked. In this way we can, for example, discover why a particular part is always defective and thus ultimately improve our quality assurance processes.
4. Processing with Claim Split
We use this process if there is more than one reimburser for the items in a warranty claim. This could be the case, for example, if for several defects, parts (materials) are requested from different manufacturers who offer a warranty, or when a claim contains one defect and, at the same time, contains the warranty request for an accessory (independent of the defect).
The process can be used for both precrediting and postcrediting cases.
5. Processing with Recalls/ Technical campaigns
We use this process if we want to enter and process warranty claims with reference to a recall. In a recall, products that have already been sold are recalled publicly to production so that a serious defects or technical errors in the object can be rectified. The costs of rectifying the defect are carried by the reimburser or claim processor, even if the warranty conditions are no longer fulfilled. We are therefore dealing here with a special form of warranty claim processing.
There is no setting to create Warranty claim automatically
you can explore possibilities of transaction code WTY
regards,
santosh
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