| WARRANTY CHAIN MANGEMENT CONFERENCE 2005 |
| CD OF WCM 2005 CONFERENCE PRESENTATIONS AND PAPERS BUY NOW |
| Attendees gather for Welcome Address. |
The highly successful inaugural International Warranty Chain Management
Conference was held in San Francisco on March 1-2, 2005. The event was
sponsored by SAS and Hewlett Packard. Exhibitors included SAS,
Attensity, NEW, PolyVista, Service Power, Sony DADC and MediaKube.
Initially, it was anticipated that the attendance for this first event would be
100-150; however, the conference sold out with 225 attendees from 100+
companies.
Keynote Presentations:
* "WARRANTY CHAIN MANAGEMENT - A CALL TO ACTION"
Bruno Duverge, Director, PSG, Commerical Support, Hewlett Packard
* "WARRANTY CHAIN TRANSFORMATION AND THE SERVICES ECOSYSTEM"
Scott Weller, Partner and Warranty Practice Leader, IBM
* "EARLY WARNING STANDARDS IN THE AUTOMOTIVE INDUSTRY"
Presentation by the Automotive Industry Action Group (AIAG)
- Kevin Mixer, Research Director, AMR Research, Inc.
- Robert Hornak, Senior Warranty Analyst, General Motors
- Marianne Grant, Director, Syncata
- Krista Coy, Quality Systems Manager, Metaldyne.
* "THE FUTURE OF WARRANTY CHAIN MANAGEMENT"
Panel Discussion:
- Marianne Grant, Director, Syncata
- Bruno Duverge, Director, PSG, Commerical Support, HP
- David Froning, Warranty Analyst Product Manager, SAS
- Eric Arnum, Editor, Warranty Week
- Timothy J. Meenan, Partner, Blank, Meenan & Smith, P.A. and
General Counsel, Service Contract Industry Council
- Tony Nader, President & COO, NEW Customer Service Companies
Track Sessions:
Track 1: WARRANTY STRATEGY AND MANAGEMENT
Track 2: METRICS, BENCHMARKING AND ACCRUALS
Track 3: EXTENDED WARRANTY AND IMPACT ON CUSTOMER LOYALTY
Track 4: WARRANTY MANAGEMENT AND DATA ANALYSIS
Track 5: SERVICE CONTRACTS AND LABOR ADMINISTRATION
Track 6: DATA REPORTING & ANALYSIS, CUSTOMER DATA & TEXT
Track 7: WARRANTY FRAUD & COST REDUCTION STORIES
Track 8: OBLIGATION AND REGISTRATION MANAGEMENT
Track 9: WARRANTY MANAGEMENT AND MODELING
Track 10: COST REDUCTION, SUPPLY CHAIN AND SERVICE OFFERINGS
Track 11: DATA ANALYSIS - EARLY WARNING SYSTEMS
Feedback:
"I learned more about warranty management during these past 2 days than
I have in the past 5 years in my current job."
- Warranty Manager (Manufacturing Company)
"I have been to numerous conferences during my career ... this has been
the most content-rich one I have ever attended."
- Senior Warranty Manager (Services Company)
"The subject matter and networking opportunities at this conference have
been invaluable to me."
- Senior Warranty Manager (Fortune 500 Company)
Reviews
The Warranty Week journal published several reviews of the WCM 2005
conference. Please click on links below to learn more:
Part One: During the kickoff keynotes by HP and IBM at last week's
Warranty Chain Management conference, the need to involve people in
warranty transformation projects outranked all technical and financial
challenges.
Part Two: Members of the AIAG detailed their effort to create an early
warning system that uses new warranty data communications standards to
improve product quality.
Part Three: Extended warranties may look like easy money to some, but
beneath the surface there are lots of moving parts. Here's one expert's
how-to guide:
Part Four: Your best customers buy extended warranties. And the proper
administration of extended warranties can boost customer loyalty. Two top
executives explain how it's done.
Part Five: With extended warranties, a lack of regulations invites
inconsistency. But too much regulation could drive up costs. The SCIC's
attorney helps states find a middle ground.
Part Six: Warranty fraud is a big problem for vehicle service contract
administrators. But surprisingly, the biggest culprits are usually the
mechanics and repair shops, not the consumers.
Part Seven: Warranty fraud is a big problem for both manufacturers and
warranty administrators. What's surprising is how deliberate and organized
their schemes have become.
Part Eight: Behind the numbers used in warranty metrics, there's a lot
that's left up to the discretion of each company. This makes comparisons
somewhat unreliable without a standard set of definitions detailing what is
and what isn't a warranty expense.
Conference was held in San Francisco on March 1-2, 2005. The event was
sponsored by SAS and Hewlett Packard. Exhibitors included SAS,
Attensity, NEW, PolyVista, Service Power, Sony DADC and MediaKube.
Initially, it was anticipated that the attendance for this first event would be
100-150; however, the conference sold out with 225 attendees from 100+
companies.
Keynote Presentations:
* "WARRANTY CHAIN MANAGEMENT - A CALL TO ACTION"
Bruno Duverge, Director, PSG, Commerical Support, Hewlett Packard
* "WARRANTY CHAIN TRANSFORMATION AND THE SERVICES ECOSYSTEM"
Scott Weller, Partner and Warranty Practice Leader, IBM
* "EARLY WARNING STANDARDS IN THE AUTOMOTIVE INDUSTRY"
Presentation by the Automotive Industry Action Group (AIAG)
- Kevin Mixer, Research Director, AMR Research, Inc.
- Robert Hornak, Senior Warranty Analyst, General Motors
- Marianne Grant, Director, Syncata
- Krista Coy, Quality Systems Manager, Metaldyne.
* "THE FUTURE OF WARRANTY CHAIN MANAGEMENT"
Panel Discussion:
- Marianne Grant, Director, Syncata
- Bruno Duverge, Director, PSG, Commerical Support, HP
- David Froning, Warranty Analyst Product Manager, SAS
- Eric Arnum, Editor, Warranty Week
- Timothy J. Meenan, Partner, Blank, Meenan & Smith, P.A. and
General Counsel, Service Contract Industry Council
- Tony Nader, President & COO, NEW Customer Service Companies
Track Sessions:
Track 1: WARRANTY STRATEGY AND MANAGEMENT
Track 2: METRICS, BENCHMARKING AND ACCRUALS
Track 3: EXTENDED WARRANTY AND IMPACT ON CUSTOMER LOYALTY
Track 4: WARRANTY MANAGEMENT AND DATA ANALYSIS
Track 5: SERVICE CONTRACTS AND LABOR ADMINISTRATION
Track 6: DATA REPORTING & ANALYSIS, CUSTOMER DATA & TEXT
Track 7: WARRANTY FRAUD & COST REDUCTION STORIES
Track 8: OBLIGATION AND REGISTRATION MANAGEMENT
Track 9: WARRANTY MANAGEMENT AND MODELING
Track 10: COST REDUCTION, SUPPLY CHAIN AND SERVICE OFFERINGS
Track 11: DATA ANALYSIS - EARLY WARNING SYSTEMS
Feedback:
"I learned more about warranty management during these past 2 days than
I have in the past 5 years in my current job."
- Warranty Manager (Manufacturing Company)
"I have been to numerous conferences during my career ... this has been
the most content-rich one I have ever attended."
- Senior Warranty Manager (Services Company)
"The subject matter and networking opportunities at this conference have
been invaluable to me."
- Senior Warranty Manager (Fortune 500 Company)
Reviews
The Warranty Week journal published several reviews of the WCM 2005
conference. Please click on links below to learn more:
Part One: During the kickoff keynotes by HP and IBM at last week's
Warranty Chain Management conference, the need to involve people in
warranty transformation projects outranked all technical and financial
challenges.
Part Two: Members of the AIAG detailed their effort to create an early
warning system that uses new warranty data communications standards to
improve product quality.
Part Three: Extended warranties may look like easy money to some, but
beneath the surface there are lots of moving parts. Here's one expert's
how-to guide:
Part Four: Your best customers buy extended warranties. And the proper
administration of extended warranties can boost customer loyalty. Two top
executives explain how it's done.
Part Five: With extended warranties, a lack of regulations invites
inconsistency. But too much regulation could drive up costs. The SCIC's
attorney helps states find a middle ground.
Part Six: Warranty fraud is a big problem for vehicle service contract
administrators. But surprisingly, the biggest culprits are usually the
mechanics and repair shops, not the consumers.
Part Seven: Warranty fraud is a big problem for both manufacturers and
warranty administrators. What's surprising is how deliberate and organized
their schemes have become.
Part Eight: Behind the numbers used in warranty metrics, there's a lot
that's left up to the discretion of each company. This makes comparisons
somewhat unreliable without a standard set of definitions detailing what is
and what isn't a warranty expense.
| Keynote Sessions presented by Bruno Duverge of HP and Scott Weller of IBM. |
| Networking during coffee break |
| Keynote Presentation by the Automobile Industry Action Group |
| Advice and support offered by Exhbitors |
| Panel Discussion on the Future of Warranty Chain Management |
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| © 2007 ALG Associates, LLC |
| Warranty Chain Management |
