Predicting Customer-Expectation-Based Warranty Cost for Smaller-the- Better and Larger-the-Better Performance Characteristics

نویسندگان
Sharma, Naresh K. ID 1
Cudney, Elizabeth A. ID 2
Drain, David ID 3
Ragsdell, Kenneth M. ID 4
Paryani, Kioumars ID 5

1 Missouri University of Science and Technology, Rolla, Missouri 65409 USA

2 Missouri University of Science and Technology, Rolla, Missouri 65409 USA

3 Missouri University of Science and Technology, Rolla, Missouri 65409 USA

4 Missouri University of Science and Technology, Rolla, Missouri 65409 USA

5 Lawrence Technological University, Michigan, 48075 USA

doi
چکیده

The quality loss function assumes a fixed target and only accounts for immediate issues within manufacturing facilities whereas warranty loss occurs during customer use. Based on the two independent variables, product performance and consumers’ expectation, a methodology to predict the probability of customer complaint is presented in this paper. The formulation presented will serve as a basic model for predicting warranty loss for larger-the-better and smaller-the-better characteristics which is dependent on both product performance and customer expectation. As an example, warranty cost is estimated for automotive disc brakes to demonstrate the methodology for the smaller-the-better case. Another example of solar panels is considered for demonstrating the prediction of warranty loss for the larger-the-better characteristic.

کلیدواژه‌ها
Quality loss function (QLF), Warranty loss function (WLF), Warranty probability, Warranty cost (WC), Product Performance, Customer expectation, Smaller-the-better (STB), and larger-the-better (LTB)