Some aspects in estimating warranty and post‐warranty repair demands

When customers buy a product, they are often eligible for free repairs for a certain warranty period. In this article, we study some important aspects, which are often overlooked in the literature but are of interest to the manufacturer, in estimating both warranty and post‐warranty repair demands. We consider that the installed base of the product (i.e., the number of units of the product actually in use) varies with time due to both new sales and units being taken out of service. When estimating warranty and post‐warranty repair demands, we explicitly address the fact that customers may not always request repairs for failed units. For the case where the product failure time distribution is exponential, we derive the closed‐form expressions for both types of repair demands of a single unit and of the time‐varying installed base. The insights into some risk‐related quantities are also presented. Furthermore, the proposed model is extended by considering delayed warranty claims that are frequently seen in practice. Numerical examples illustrate that understanding both types of repair demands and the related decision variables is important for managing the obligatory and profitable repair services. © 2013 Wiley Periodicals, Inc. Naval Research Logistics 60: 499–511, 2013     

Warranty claims modeling

A company wishes to estimate or predict its financial exposure in a reporting period of length T (typically one quarter) because of warranty claims. We propose a fairly general random measure model which allows computation of the Laplace transform of the total claim made against the company in the reporting interval due to warranty claims. When specialized to a Poisson process of both sales and warranty claims, statistical estimation of relevant quantities is possible. The methodology is illustrated by analyzing automobile sales and warranty claims data from a large car manufacturer for a single car model and model year. © 2008 Wiley Periodicals, Inc. Naval Research Logistics, 2008     

Outsourcing warranty repairs: Dynamic allocation

In this paper we consider the problem of minimizing the costs of outsourcing warranty repairs when failed items are dynamically routed to one of several service vendors. In our model, the manufacturer incurs a repair cost each time an item needs repair and also incurs a goodwill cost while an item is awaiting and undergoing repair. For a large manufacturer with annual warranty costs in the tens of millions of dollars, even a small relative cost reduction from the use of dynamic (rather than static) allocation may be practically significant. However, due to the size of the state space, the resulting dynamic programming problem is not exactly solvable in practice. Furthermore, standard routing heuristics, such as join‐the‐shortest‐queue, are simply not good enough to identify potential cost savings of any significance. We use two different approaches to develop effective, simply structured index policies for the dynamic allocation problem. The first uses dynamic programming policy improvement while the second deploys Whittle's proposal for restless bandits. The closed form indices concerned are new and the policies sufficiently close to optimal to provide cost savings over static allocation. All results of this paper are demonstrated using a simulation study. © 2005 Wiley Periodicals, Inc. Naval Research Logistics, 2005     

Cost analysis of warranty policies

This article analyzes two general warranty policies involving an initial free replacement period, followed by a pro rata period. We examine the short-run total costs and longrun average costs under these policies. Formulas for both consumer costs and manufacturer profits under warranty are derived. We also study the expected number of purchases over the product life cycle under both policies. Bounds for the expected total costs and expected number of purchases are obtained for the case where the failure distribution of the item is new better than used.     

基于费效分析的装备延伸保修购买决策

保修机制是部队引入承制方装备维修力量的重要途径,延伸保修对装备的寿命周期费用以及承制方保修费用有很大影响。针对军方延伸保修购买决策问题,在对维修策略分析的基础上,综合考虑装备维修费用和可用度,建立了延伸保修购买决策相关模型,结合装备承制方保修成本及军方装备维修费用——效能分析,得到了在不同价格区间内延伸保修购买决策,并给出了特定条件下存在的双赢延伸保修价格区间,最后通过实例验证了模型的有效性。     

新型光电装备延伸保修决策方法研究

延伸保修是开展军民融合式装备保障的重要技术手段之一,通过合理选择延伸保修策略,可以在有限的经济条件下较好地完成维修保障任务,提高装备维修保障效益.针对新型光电装备特点,在考虑安全性、任务性和经济性因素的背景下,提出一种由逻辑决断分析法和模糊层次分析法相结合的延伸保修决策方法.通过逻辑决断分析从定性角度选择合理的延伸保修策略,采用模糊层次分析法对逻辑决断得到的结果进行定量补充分析,为类似装备的延伸保修决策提供决策参考.     

新型光电装备免费及按比例组合保修策略

通过对新型光电装备故障规律和实际保修的需求分析,在原有规定保证期内免费保修策略基础上进行优化,提出免费及按比例保修组合策略概念,建立该策略对应的费用模型及可用度模型,得到费效比函数。同时通过对某新型光电装备保证期内维修保障工作应用组合保修策略开展实例建模,得到最优策略并分析证明提出该组合策略的实用性和可行性。     

Designing and pricing menus of extended warranty contracts

Extended warranties provide “piece of mind” to a consumer in that product failures which occur after the base warranty expires are rectified at little or no cost. They also provide an additional source of revenue for manufacturers or third‐party providers, such as retailers or insurance providers, and help cultivate consumer loyalty. In this article, we analyze a number of extended warranty contracts which differ in design, including restrictions on deferrals and renewals. With the use of dynamic programming, we compute the optimal strategy for a consumer with perfect information and determine the optimal pricing policy for the provider given the consumer's risk characterization. We also provide insight into when different contracts should be issued. Finally, we illustrate how profits can be dramatically increased by offering menus of warranty contracts, as opposed to stand alone contracts, with the use of integer programming. Surprisingly, risk‐taking consumers provide the greatest benefit to offering menus. These insights can help a company develop a comprehensive warranty planning strategy for given products or product lines. © 2009 Wiley Periodicals, Inc. Naval Research Logistics 2009     

Dynamic routing of prioritized warranty repairs

Recent years have seen a strong trend toward outsourcing warranty repair services to outside vendors. In this article we consider the problem of dynamically routing warranty repairs to service vendors when warranties have priority levels. Each time an item under warranty fails, it is sent to one of the vendors for repair. Items covered by higher priority warranty receive higher priority in repair service. The manufacturer pays a fixed fee per repair and incurs a linear holding cost while an item is undergoing or waiting for repair. The objective is to minimize the manufacturer's long‐run average cost. Because of the complexity of the problem, it is very unlikely that there exist tractable ways to find the optimal routing strategies. Therefore, we propose five heuristic routing procedures that are applicable to real‐life problems. We evaluate the heuristics using simulation. The simulation results show that the index‐based “generalized join the shortest queue” policy, which applies a single policy improvement step to an initial state‐independent policy, performs the best among all five heuristics. © 2007 Wiley Periodicals, Inc. Naval Research Logistics, 2008     

军民融合条件下新型军械装备保修模式研究

针对如何引入承制方优质技术力量支援部队维修保障能力建设这一问题,分析我军现役军械装备维修保障力量、保障模式存在的不足和地方装备维修保障力量的能力特点,明确承制方在军民融合条件下装备维修保障力量中的重要地位.在借鉴国外研究成果的基础上,深入分析和系统设计了我军军械装备的保修模式.结合部队巡检机制,建立了一维免费-按比例收费组合保修的费效模型来验证采购合同中保修条款的合理性.最后进行了案例分析,证明了模型的有效性和实用性.     

不完全维修策略的产品保修期研究

以保修期内的保修费用和可用度2个目标作为优化决策依据,权衡厂家和顾客的利益及需求,建立基于改善因子的不完全预防性维修模型,并通过实例确定厂家和顾客共同达到最大满意度的最佳维修间隔期及保修期,验证了模型的实用性。     

Warranty reserves for nonstationary sales processes

Estimation of warranty costs, in the event of product failure within the warranty period, is of importance to the manufacturer. Costs associated with replacement or repair of the product are usually drawn from a warranty reserve fund created by the manufacturer. Considering a stochastic sales process, first and second moments (and thereby the variance) are derived for the manufacturer's total discounted warranty cost of a single sale for single‐component items under four different warranty policies from a manufacturer's point of view. These servicing strategies represent a renewable free‐replacement, nonrenewable free‐replacement, renewable pro‐rata, and a nonrenewable minimal‐repair warranty plans. The results are extended to determine the mean and variance of total discounted warranty costs for the total sales over the life cycle of the product. Furthermore, using a normal approximation, warranty reserves necessary for a certain protection level, so that reserves are not completely depleted, are found. Results and their managerial implications are studied through an extensive example. © 2002 Wiley Periodicals, Inc. Naval Research Logistics 49: 499–513, 2002; Published online in Wiley InterScience (www.interscience.wiley.com). DOI 10.1002/nav.10023     

Warranty costs: An age‐dependent failure/repair model

An age‐dependent repair model is proposed. The notion of the “calendar age” of the product and the degree of repair are used to define the virtual age of the product. The virtual failure rate function and the virtual hazard function related to the lifetime of the product are discussed. Under a nonhomogeneous Poisson process scenario the expected warranty costs for repairable products associated with linear pro‐rata, nonrenewing free replacement and renewing free replacement warranties are evaluated. Illustration of the results is given by numerical and graphical examples. © 2004 Wiley Periodicals, Inc. Naval Research Logistics, 2004.     

Warranty analysis and renewal function estimation

Estimation of the expected cost of a warranty for a stochastically failing unit is closely tied to estimation of the renewal function. The renewal function is a basic tool also used in probabilistic models arising in other areas such as reliability theory, inventory theory, and continuous sampling plans. In these other areas, estimation of a straight line approximation of the renewal function instead of direct estimation of the renewal function has proved successful. This approximation is based on a limit expression for large values of the argument, say t, of the renewal function. However, in warranty analusis, typically t is small compared to the mean failure time of the unit. Hence, alternative methods for renewal function estimation, both parametric and nonparametric, are presented and discussed. An important aspect of this paper is to discuss the performance of the renewal function estimators when only a small number of failed units is available. A Monte Carlo study is given which suggests guidelines for choosing an estimator under various circumstances.     

Calculation of the cost of warranty policies as a function of estimated life distributions

Two types of warranties are analyzed. These are the free-replacement warranty, under which failed items are replaced free of charge until a specified total operating time has been achieved, and the pro rata warranty, under which items that fail prior to a specified time are replaced at pro rata cost to the buyer. Both the buyer's and seller's points of view are considered. The basis of the analysis is a comparison of warranted and unwarranted (otherwise identical) items with regard to long-run cost to the buyer and long-run profit to the seller. Application of the results requires knowledge of certain characteristics of the life distribution of the items in question. Parametric and nonparametric methods of estimation of these characteristics from incomplete data are discussed. Single and multiple failure-mode situations are considered. Some solutions to the problem are illustrated using incomplete data on failure times of an aircraft component.     

Cost analysis of pro rata and free-replacement warranties

This article examines the short run total costs and long run average costs of products under warranty. Formulae for both consumer cost under warranty and producer profit are derived. The results in the case of the pro rata warranty correct a mistake appearing in Blischke and Scheuer [5]. We also show that expected average cost to both the producer and the consumer of a product under warranty depends on both the mean of the product lifetime distribution and on its failure rate.     

Applications of renewal theory in analysis of the free-replacement warranty

Under a free-replacement warranty of duration W, the customer is provided, for an initial cost of C, as many replacement items as needed to provide service for a period W. Payments of C are not made at fixed intervals of length W, but in random cycles of length Y = W + γ(W), where γ(W) is the (random) remaining life-time of the item in service W time units after the beginning of a cycle. The expected number of payments over the life cycle, L, of the item is given by M_Y(L), the renewal function for the random variable Y. We investigate this renewal function analytically and numerically and compare the latter with known asymptotic results. The distribution of Y, and hence the renewal function, depends on the underlying failure distribution of the items. Several choices for this distribution, including the exponential, uniform, gamma and Weibull, are considered.     

Parallel machine scheduling with batch deliveries to minimize total flow time and delivery cost

Motivated by the flow of products in the iron and steel industry, we study an identical and parallel machine scheduling problem with batch deliveries, where jobs finished on the parallel machines are delivered to customers in batches. Each delivery batch has a capacity and incurs a cost. The objective is to find a coordinated production and delivery schedule that minimizes the total flow time of jobs plus the total delivery cost. This problem is an extension of the problem considered by Hall and Potts, Ann Oper Res 135 (2005) 41–64, who studied a two‐machine problem with an unbounded number of transporters and unbounded delivery capacity. We first provide a dynamic programming algorithm to solve a special case with a given job assignment to the machines. A heuristic algorithm is then presented for the general problem, and its worst‐case performance ratio is analyzed. The computational results show that the heuristic algorithm can generate near‐optimal solutions. Finally, we offer a fully polynomial‐time approximation scheme for a fixed number of machines. © 2016 Wiley Periodicals, Inc. Naval Research Logistics 63: 492–502, 2016     

Warranty design under buyer and seller risk aversion

This paper provides a framework in which warranty policies for non-repairable items can be evaluated according to risk preferences of both buyers and sellers. In particular, a warranty price schedule is established such that sellers are indifferent among the policies. Given this schedule, a buyer's response is expressed by selecting the price-warranty combination that minimizes disutility. Within this framework, a warranty can be viewed as an instrumet of risk management that can induce more sales and greater profitability. For given utility functions, analytical results for the development of a price schedule are developed. Numerical results illustrate the substitution effects between warranty terms, prices, and risk parameters.     

A branch‐and‐price algorithm for parallel machine scheduling with time windows and job priorities

This paper presents a branch‐and‐price algorithm for scheduling n jobs on m nonhomogeneous parallel machines with multiple time windows. An additional feature of the problem is that each job falls into one of ρ priority classes and may require two operations. The objective is to maximize the weighted number of jobs scheduled, where a job in a higher priority class has “infinitely” more weight or value than a job in a lower priority class. The methodology makes use of a greedy randomized adaptive search procedure (GRASP) to find feasible solutions during implicit enumeration and a two‐cycle elimination heuristic when solving the pricing subproblems. Extensive computational results are presented based on data from an application involving the use of communications relay satellites. Many 100‐job instances that were believed to be beyond the capability of exact methods, were solved within minutes. © 2005 Wiley Periodicals, Inc. Naval Research Logistics, 2006