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     

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.     

Quality risk in outsourcing: Noncontractible product quality and private quality cost information

This article addresses the concept of quality risk in outsourcing. Recent trends in outsourcing extend a contract manufacturer's (CM's) responsibility to several functional areas, such as research and development and design in addition to manufacturing. This trend enables an original equipment manufacturer (OEM) to focus on sales and pricing of its product. However, increasing CM responsibilities also suggest that the OEM's product quality is mainly determined by its CM. We identify two factors that cause quality risk in this outsourcing relationship. First, the CM and the OEM may not be able to contract on quality; second, the OEM may not know the cost of quality to the CM. We characterize the effects of these two quality risk factors on the firms' profits and on the resulting product quality. We determine how the OEM's pricing strategy affects quality risk. We show, for example, that the effect of noncontractible quality is higher than the effect of private quality cost information when the OEM sets the sales price after observing the product's quality. We also show that committing to a sales price mitigates the adverse effect of quality risk. To obtain these results, we develop and analyze a three‐stage decision model. This model is also used to understand the impact of recent information technologies on profits and product quality. For example, we provide a decision tree that an OEM can use in deciding whether to invest in an enterprise‐wide quality management system that enables accounting of quality‐related activities across the supply chain. © 2009 Wiley Periodicals, Inc. Naval Research Logistics 2009     

Warranty policies and burn-in

Warranty is an important factor for consumer durable products in the marketplace. However, the warranty cost may drastically reduce profitability. Burn in is a common procedure to improve the quality of products after they have been produced, but it is also costly. By taking both the burn-in procedure and warranty policy into consideration, several cost functions can be formulated and optimized. Assuming that the failure-rate function of the product has a bathtub shape, it is shown that the optimal burn-in times that minimize the considered cost functions never exceed the first change point of the failure-rate function. The continuous dependence of the optimal burn-in times on the model parameters and the underlying distribution is also established. © 1997 John Wiley & Sons, Inc. Naval Research Logistics 44: 199–209, 1997     

Disruption‐management strategies for short life‐cycle products

Supplier diversification, contingent sourcing, and demand switching (whereby a firm shifts customers to a different product if their preferred product is unavailable), are key building blocks of a disruption‐management strategy for firms that sell multiple products over a single season. In this article, we evaluate 12 possible disruption‐management strategies (combinations of the basic building‐block tactics) in the context of a two‐product newsvendor. We investigate the influence of nine attributes of the firm, its supplier(s), and its products on the firs preference for the various strategies. These attributes include supplier reliability, supplier failure correlation, payment responsibility in the event of a supply failure, product contribution margin, product substitutability, demand uncertainties and correlation, and the decision makes risk aversion. Our results show that contingent sourcing is preferred to supplier diversification as the supply risk (failure probability) increases, but diversification is preferred to contingent sourcing as the demand risk (demand uncertainty) increases. We find that demand switching is not effective at managing supply risk if the products are sourced from the same set of suppliers. Demand switching is effective at managing demand risk and so can be preferred to the other tactics if supply risk is low. Risk aversion makes contingent sourcing preferable over a wider set of supply and demand‐risk combinations. We also find a two‐tactic strategy provides almost the same benefit as a three‐tactic strategy for most reasonable supply and demand‐risk combinations. © 2009 Wiley Periodicals, Inc. Naval Research Logistics, 2009     

Two‐dimensional failure modeling with minimal repair

In this paper, we discuss two‐dimensional failure modeling for a system where degradation is due to age and usage. We extend the concept of minimal repair for the one‐dimensional case to the two‐dimensional case and characterize the failures over a two‐dimensional region under minimal repair. An application of this important result to a manufacturer's servicing costs for a two‐dimensional warranty policy is given and we compare the minimal repair strategy with the strategy of replacement of failure. © 2004 Wiley Periodicals, Inc. Naval Research Logistics, 2004.     

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     

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.     

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     

Return policy: Hassle‐free or your money‐back guarantee?

This article compares the profitability of two pervasively adopted return policies—money‐back guarantee and hassle‐free policies. In our model, a seller sells to consumers with heterogeneous valuations and hassle costs. Products are subject to quality risk, and product misfit can only be observed post‐purchase. While the hassle‐free policy is cost advantageous from the seller's viewpoint, a money‐back guarantee allows the seller to fine‐tune the consumer hassle on returning the product. Thus, when the two return policies lead to the same consumer behaviors, the hassle‐free policy dominates. Conversely, a money‐back guarantee can be more profitable even if on average, high‐valuation consumers experience a lower hassle cost than the low‐valuation ones. The optimal hassle cost can be higher when product quality gets improved; thus, it is not necessarily a perfect proxy or signal of the seller's quality. We further allow the seller to adopt a mixture of these policies, and identify the concrete operating regimes within which these return policies are optimal among more flexible policies. © 2014 Wiley Periodicals, Inc. Naval Research Logistics 61: 403–417, 2014     

Comparisons of renewable warranties

Two types of warranties are commonly applied. There are replacement‐free warranty and pro‐rata warranty. The third warranty is the mixing of the above two. That is it has a replacement‐free stage followed by a pro‐rata stage. In addition to the above classification, warranties can also be a renewable or nonrenewable. No matter which warranty is used, it always incurs certain cost to the manufacturer. Moreover, often manufacturers want to improve the quality of products by burn‐in before delivering them to consumers, and this incurs an extra cost. This article considers the random costs for both burn‐in and renewable warranty, and derives the mean warranty cost. Then the mean costs corresponding to pure replacement‐free warranty, mixing renewable warranty, and pure pro‐rata warranty are compared. Furthermore, the mean costs under the same warranty policy associated with different lifetime distributions of products are also compared. © 1999 John Wiley & Sons, Inc. Naval Research Logistics 46: 91–106, 1999     

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。     

Single‐warehouse multi‐retailer inventory systems with full truckload shipments

We consider a multi‐stage inventory system composed of a single warehouse that receives a single product from a single supplier and replenishes the inventory of n retailers through direct shipments. Fixed costs are incurred for each truck dispatched and all trucks have the same capacity limit. Costs are stationary, or more generally monotone as in Lippman (Management Sci 16, 1969, 118–138). Demands for the n retailers over a planning horizon of T periods are given. The objective is to find the shipment quantities over the planning horizon to satisfy all demands at minimum system‐wide inventory and transportation costs without backlogging. Using the structural properties of optimal solutions, we develop (1) an O(T²) algorithm for the single‐stage dynamic lot sizing problem; (2) an O(T³) algorithm for the case of a single‐warehouse single‐retailer system; and (3) a nested shortest‐path algorithm for the single‐warehouse multi‐retailer problem that runs in polynomial time for a given number of retailers. To overcome the computational burden when the number of retailers is large, we propose aggregated and disaggregated Lagrangian decomposition methods that make use of the structural properties and the efficient single‐stage algorithm. Computational experiments show the effectiveness of these algorithms and the gains associated with coordinated versus decentralized systems. Finally, we show that the decentralized solution is asymptotically optimal. © 2009 Wiley Periodicals, Inc. Naval Research Logistics 2009     

Supply chain coordination with shelf‐space and retail price dependent demand and heterogeneous retailers

We consider supply chain coordination in which a manufacturer supplies some product to multiple heterogeneous retailers and wishes to coordinate the supply chain via wholesale price and holding cost subsidy. The retail price is either exogenous or endogenous. The market demand is described by the market share attraction model based on all retailers'shelf‐spaces and retail prices. We obtain optimal solutions for the centralized supply chain, where the optimal retail pricing is a modified version of the well‐known cost plus pricing strategy. We further get feasible contracts for the manufacturer to coordinate the hybrid and decentralized supply chains. The manufacturer can allocate the total profit free to himself and the retail market via the wholesale price when the retail price is exogenous, but otherwise he cannot. Finally, we point out that different characteristics of the retail market are due to different powers of the manufacturer, and the more power the manufacturer has, the simpler the contract to coordinate the chain will be. © 2010 Wiley Periodicals, Inc. Naval Research Logistics, 2010     

Locational tying of complementary retail items

We study a selling practice that we refer to as locational tying (LT), which seems to be gaining wide popularity among retailers. Under this strategy, a retailer “locationally ties” two complementary items that we denote by “primary” and “secondary.” The retailer sells the primary item in an appropriate “department” of his or her store. To stimulate demand, the secondary item is offered in the primary item's department, where it is displayed in very close proximity to the primary item. We consider two variations of LT: In the multilocation tying strategy (LT‐M), the secondary item is offered in its appropriate department in addition to the primary item's department, whereas in the single‐location tying strategy (LT‐S), it is offered only in the primary item's location. We compare these LT strategies to the traditional independent components (IC) strategy, in which the two items are sold independently (each in its own department), but the pricing/inventory decisions can be centralized (IC‐C) or decentralized (IC‐D). Assuming ample inventory, we compare and provide a ranking of the optimal prices of the four strategies. The main insight from this comparison is that relative to IC‐D, LT decreases the price of the primary item and adjusts the price of the secondary item up or down depending on its popularity in the primary item's department. We also perform a comparative statics analysis on the effect of demand and cost parameters on the optimal prices of various strategies, and identify the conditions that favor one strategy over others in terms of profitability. Then we study inventory decisions in LT under exogenous pricing by developing a model that accounts for the effect of the primary item's stock‐outs on the secondary item's demand. We find that, relative to IC‐D, LT increases the inventory level of the primary item. We also link the profitability of different strategies to the trade‐off between the increase in demand volume of the secondary item as a result of LT and the potential increase in inventory costs due to decentralizing the inventory of the secondary item. © 2009 Wiley Periodicals, Inc. Naval Research Logistics 2009     

The impact of operational decisions on the design of salesforce incentives

When facing high levels of overstock inventories, firms often push their salesforce to work harder than usual to attract more demand, and one way to achieve that is to offer attractive incentives. However, most research on the optimal design of salesforce incentives ignores this dependency and assumes that operational decisions of production/inventory management are separable from design of salesforce incentives. We investigate this dependency in the problem of joint salesforce incentive design and inventory/production control. We develop a dynamic Principal‐Agent model with both Moral Hazard and Adverse Selection in which the principal is strategic and risk‐neutral but the agent is myopic and risk‐averse. We find the optimal joint incentive design and inventory control strategy, and demonstrate the impact of operational decisions on the design of a compensation package. The optimal strategy is characterized by a menu of inventory‐dependent salesforce compensation contracts. We show that the optimal compensation package depends highly on the operational decisions; when inventory levels are high, (a) the firm offers a more attractive contract and (b) the contract is effective in inducing the salesforce to work harder than usual. In contrast, when inventory levels are low, the firm can offer a less attractive compensation package, but still expect the salesforce to work hard enough. In addition, we show that although the inventory/production management and the design of salesforce compensation package are highly correlated, information acquisition through contract design allows the firm to implement traditional inventory control policies: a market‐based state‐dependent policy (with a constant base‐stock level when the inventory is low) that makes use of the extracted market condition from the agent is optimal. This work appears to be the first article on operations that addresses the important interplay between inventory/production control and salesforce compensation decisions in a dynamic setting. Our findings shed light on the effective integration of these two significant aspects for the successful operation of a firm. © 2014 Wiley Periodicals, Inc. Naval Research Logistics 61: 320–340, 2014     

Base‐stock policies in capacitated assembly systems: Convexity properties

We study an assembly system with a single finished product managed using an echelon base‐stock or order‐up‐to policy. Some or all operations have capacity constraints. Excess demand is either backordered in every period or lost in every period. We show that the shortage penalty cost over any horizon is jointly convex with respect to the base‐stock levels and capacity levels. When the holding costs are also included in the objective function, we show that the cost function can be written as a sum of a convex function and a concave function. Throughout the article, we discuss algorithmic implications of our results for making optimal inventory and capacity decisions in such systems.© 2009 Wiley Periodicals, Inc. Naval Research Logistics, 2010     

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.     

Capacity investment decisions under risk aversion

This article studies the optimal capacity investment problem for a risk‐averse decision maker. The capacity can be either purchased or salvaged, whereas both involve a fixed cost and a proportional cost/revenue. We incorporate risk preference and use a consumption model to capture the decision maker's risk sensitivity in a multiperiod capacity investment model. We show that, in each period, capacity and consumption decisions can be separately determined. In addition, we characterize the structure of the optimal capacity strategy. When the parameters are stationary, we present certain conditions under which the optimal capacity strategy could be easily characterized by a static two‐sided (s, S) policy, whereby, the capacity is determined only at the beginning of period one, and held constant during the entire planning horizon. It is purchased up to B when the initial capacity is below b, salvaged down to Σ when it is above σ, and remains constant otherwise. Numerical tests are presented to investigate the impact of demand volatility on the optimal capacity strategy. © 2016 Wiley Periodicals, Inc. Naval Research Logistics 63: 218–235, 2016