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     

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     

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.     

Stochastic modeling for computational warranty analysis

We examine two key stochastic processes of interest for warranty modeling: (1) remaining total warranty coverage time exposure and (2) warranty load (total items under warranty at time t). Integral equations suitable for numerical computation are developed to yield probability law for these warranty measures. These two warranty measures permit warranty managers to better understand time‐dependent warranty behavior, and thus better manage warranty cash reserves. © 2005 Wiley Periodicals, Inc. Naval Research Logistics, 2005.     

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     

Think again – supplying war: reappraising military logistics and its centrality to strategy and war

This article argues that logistics constrains strategic opportunity while itself being heavily circumscribed by strategic and operational planning. With the academic literature all but ignoring the centrality of logistics to strategy and war, this article argues for a reappraisal of the critical role of military logistics, and posits that the study and conduct of war and strategy are incomplete at best or false at worst when they ignore this crucial component of the art of war. The article conceptualises the logistics–strategy nexus in a novel way, explores its contemporary manifestation in an age of uncertainty, and applies it to a detailed case study of UK operations in Iraq and Afghanistan since 2001.     

Strategic outsourcing under technology spillovers

We study a supply chain in which an original equipment manufacturer (OEM) and a contract manufacturer (CM) compete in the finished goods market. The OEM can decide whether to outsource the intermediate good, a critical component for producing the finished good, from the CM or make in‐house production. Technology transition improves the CM's production efficiency, and it can take two different forms: a direct technology transfer from the OEM to the CM or technology spillovers through outsourcing from the OEM to the CM. We document the possibility of strategic outsourcing, that is, the CM supplies the intermediate good to the OEM when she is less efficient than the OEM's in‐house production. We find that technology spillovers can strengthen the incentive for strategic outsourcing. Furthermore, compared with direct technology transfers, outsourcing coupled with technology spillovers may generate more technology transition. Outsourcing is a particularly appropriate channel for implicit collusion when the OEM is not very efficient with the production of the intermediate good. Our results suggest that ex post competition on the finished goods can create room for ex ante collaboration and provide some implications on the OEM's outsourcing strategies when facing a competitive CM.© 2014 Wiley Periodicals, Inc. Naval Research Logistics 61: 501–514, 2014     

高新装备复合式预防性保修风险模型

结合高新装备保修需求,引入复合式预防性保修策略,以"定期更换周期内辅以功能检测"这种典型复合维修工作为例,从安全性影响的角度分析了装备的故障发生情况,并建立了其故障风险数学模型。在此基础上,通过算例给出了所建模型的应用方法,研究了该策略下决策变量对故障风险的影响,并分析了模型的通用性。     

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     

The incentive effect of acceptance sampling plans in a supply chain with endogenous product quality

This article studies a firm that procures a product from a supplier. The quality of each product unit is measured by a continuous variable that follows a normal distribution and is correlated within a batch. The firm conducts an inspection and pays the supplier only if the product batch passes the inspection. The inspection not only serves the purpose of preventing a bad batch from reaching customers but also offers the supplier an incentive to improve product quality. The firm determines the acceptance sampling plan, and the supplier determines the quality effort level in either a simultaneous game or a Stackelberg leadership game, in which both parties share inspection cost and recall loss caused by low product quality. In the simultaneous game, we identify the Nash equilibrium form, provide sufficient conditions that guarantee the existence of a pure strategy Nash equilibrium, and find parameter settings under which the decentralized and centralized supply chains achieve the same outcome. By numerical experiments, we show that the firm's acceptance sampling plan and the supplier's quality effort level are sensitive to both the recall loss sharing ratio and the game format (i.e., the precommitment assumption of the inspection policy). © 2013 Wiley Periodicals, Inc. Naval Research Logistics, 2013