A abertura do mercado brasileiro e o fenômeno da globalização observado nos últimos anos, influenciaram em que as quatro tradicionais empresas do setor automobilístico (VW, Ford, FIAT e GM) passassem a dividir a participação de mercado brasileiro com os concorrentes estrangeiros. Devido a este fato, a demanda por qualidade e confiabilidade nos produtos oferecidos cresceu continuamente. Nenhuma empresa gosta de gastar com garantia, isto significa que algo saiu errado, um cliente está insatisfeito e isto custará à montadora. Deste modo as empresas automotivas necessitam desenvolver veículos com qualidade superior e com menores custos e para isso utilizam diversas ferramentas de engenharia. Atingir a satisfação dos clientes, melhorar a qualidade de seus produtos, reduzir custo de garantia tem sido a missão de todas as empresas no mercado brasileiro e em especial nas empresas do setor automobilístico, já que os principais fatores na decisão de compra de um veículo tem sido preço e confiabilidade, torna-se necessário oferecer cada vez mais opções de escolha para os clientes e acredita-se que a extensão da garantia oferecida pela empresa automotiva pode ser um fator decisivo de compra. Portanto o objetivo deste estudo é desenvolver um modelo para descrever o comportamento de um produto e predizer sua confiabilidade no campo. O modelo considera a utilização dos dados de reclamações de garantia, incluindo a consideração da existência de veículos que não apresentaram falhas ao final deste período. De posse da estimativa da confiabilidade do veículo ou subsistema e considerando os recursos gastos com falhas no período de garantia, propõe-se um modelo de análise baseado nos conceitos da Teoria da Decisão, que permite avaliar o efeito da extensão da garantia sobre o valor monetário economizado do total reservado para os gastos com garantia. Esta análise subsidia unicamente a tomada de decisão estratégica a respeito da viabilidade da extensão da garantia de um veículo. O modelo ora proposto é aplicado no intuito da extensão da garantia do conjunto motor e transmissão de um veículo popular. / As the Brazilian market opened to foreigner automakers and the phenomenon of globalization started some years ago, the four traditional automakers began to share its market with many others competitors. As a result, demand for quality and reliability on products offered to the customers grew continuously and it is more perceptive on the automobile business. Nobody likes warranty expenses; it is a universally recognized evil. It means that something went wrong, a customer is not satisfied and it probably will cost to the manufacturer. As it happens, automakers need to develop vehicles with superior quality, less manufacturing costs and better processes, shorten development process and to accomplish this goal it is necessary to use engineering tools available as much as possible. Many companies are setting as their goal: customer satisfaction, quality improvement, warranty cost reduction and it happens more often on the automobile market that is because reliability and warranty became one of the key points when making decisions of purchasing a vehicle. Today it is necessary to offer more options to the customers so they can decide which one is the best deal for them. It is believed that warranty extension already offered by some companies in this market can be a significant differential on the moment of a purchase decision in buying a vehicle. Therefore, the main objective of this study is to develop a model to describe the behavior of a product and predict its reliability in the field. The model considers the use of warranty claims and also the use of a number of vehicles which did not have any warranty claim in the subsystem under analysis. As one have the subsystem predicted reliability and the expenses on warranty failures occurred during their warranty period, it is possible to draw a model based on the concept of Decision Theory which allows the analysis of warranty extention effects over the warranty accrual. This analysis only helps on the decision making strategy regarding the warranty extention feseability. The model proposed on this study is applied for warranty extention of the subsystems engine and transmission.

Thesis (doctoral)--Universiẗat, Wien, 2005 entitled: Verbraucherkauf in England und Österreich.

Univ., Fak. f. Rechtswiss., Diss.--Hamburg, 2006. / Literaturverz. S. 533 - 558.Text überw. dt., teilw. ital.

The master´s thesis deals with the company engaged in providing services in IT. The main aim of the thesis is to map selected logistics chain of company and to use selected techniques of Lean Six Sigma for optimizing it. The first part of the thesis deals with the current situation on the market reverse logistics associated with electronics and legislative requirements for the supplying of warranty claims. The theoretical part introduces concepts of lean manufacturing and tools for the process mapping. The practical part has a goal with tools DMAIC to shorten the lead time of repair, to find waste and downtime it the service process, which have affect on the customers satisfaction.

Since the beginning of industrialization, reliability and warranty concerns have taken top priority. It's mostly because the warranty failures costs a lot of money for the manufacturer (Glickman and Berger 1976). The turnover and profitability of the business are significantly impacted by the warranty cost. The goal of manufacturers is to extend the product warranty period not only to improve customer perception and satisfaction, but also to improve product development and production methods to reduce the warranty cost.The advancement in technology over the last decade has been tremendous. This rise in the use of digital technology has not only led to making the competition fierce among the industrial companies but also increase customer expectations towards products and services. Among the different choices, there has been an immense increase in the demand for product warranty and services related to warranty. The warranty period is one of the crucial elements in the decision-making process for consumers. Customers typically choose the product with the best warranty when choosing between numerous options with comparable features and specifications. All these factors have led to a stronger belief among the manufacturers to have a good warranty period and services related to warranty. In order to remain competitive in the market there is a need for the manufacturers to arrive at the best warranty policy in this competitive worldThis thesis study concerns using an existing failure data set from a manufacturing company based out of Sweden to • Develop an optimization model that would help the organization choose the optimal warranty period / policy based on current warranty costs and based on competitors’ warranty period or time frame.The above analysis would thus, help to answer the following research questionHow can the organization arrive at the optimal warranty period (i.e., free replacement warranty and pro rata warranty) and based on its current warranty failure rate and warranty cost?

Zugl.: Bern, Universiẗat, Diss., 2007.

Not available

Thesis (Ph. D.)--University of Texas at Austin, 2006. / Vita. Includes bibliographical references.

Universiẗat, Diss.--Freiburg, 2007. / Literaturverz. S. 197 - 218.

This thesis deals with the theory of creating modern web applications. Various technologies that are commonly used are analyzed. Thesis mainly deals with creating specific application for processing Warranty Claims. The application serves as a service for eshops.