Business Knowledge Series course
Presented by Terry Hawkins, President, Global Warranty and Service Contract Association and Industry Consultant
Formats available | Standard Duration (duration can vary, see event schedule for details) | | |
Classroom: |
3.0 days | | |
|
This course addresses SAS Supply Chain Intelligence software.
Introduction and Overview: The Warranty Business Space- origins of warranty law
- sources of warranty law and regulation
- types of warranties
- breach and remedies
- disclaimers and limitations
- litigation
- the Warranty Maturity Model
- warranty analytics
Customer Satisfaction- elements of a successful warranty program
- warranty and the customer
- re-establishing the relationship with dealers and customers
- introducing the case study
- exercises: the warranty case study
Service Contracts I: Introduction and Overview- overview
- sales and marketing strategies
- service contracts, service, and returns
- dealing with data
Service Contracts II: Regulations and Processes- regulatory history
- the NAIC Model Act
- regulations today
- role of the actuary and financial analyst
- key points in claims loss forecasting
Supplier Cost Recovery and Claims Management- tracking service contracts and warranties
- service and fulfillment
- key technology drivers
- claims cost controls
- supplier cost recovery: the relationship
- agreements
- claims resolution
- responsibilities of parties in a claims investigation
- communication
- dispute avoidance and resolution
Warranty Finance- warranty finance
- warranties and service contracts
- data management: best practices
