2016®

®

Innovative Solutions to Automated Warranty Claims Processing Using BPM Tools

Sam SharanDirector – Professional Services

Institute of Information Technology, Inc.

®Warranty Process Model

DiagnoseObtain Prior

ApprovalPerform Service

Submit Claim

Return Parts

Approve Payment

CoreBusiness Process

Support Processes

Interfaces

Security

Analytics, Dashboards & Reports

Warranty Administration

Pay Service Provider

Appeal Decisions

& Chargebacks

Warranty ProcFunction

Non-Warranty Function

Generic & Extensible to Campaigns & Service Contracts

®New Realities & Drivers• Digital Transformation – Need For Speed

• Cloud• End-User Empowerment• Analytics

• Comprehensive View Of All Transactions & Updates

• Fraud Prevention • Supplier Recovery• Regulatory Environment• Outsourced Services

®Warranty Solution

IntegratedWarrantySolution

OEMs:• Reduced Warranty Costs• Enhanced Warranty Cost Recovery• Reduced Fraud & Erroneous

Payments• Better Reverse SCM

Suppliers:• Increased Spare Parts Revenue• Increased Visibility to Hazard• Reduced Cost of Inspections• Repeatable Processes• Better RSCM Management

Logistics Providers:• Optimized Demand

Management• Increased Value Added

Supply Chain Management for Suppliers

Distributors:• Optimized Inventory

Management

Dealers & Service Centers:• Prompt Settlements• Reduced Paperwork• Reduced Cost of

Administering• Better Demand

Forecasting

End Customers:• Prompt Service

®

End-to-End Warranty Solution

ClaimsAppealsChargebacks

Settlements

Spare Parts Planning

Reverse Logistics

Fraud Prevention

Root Cause Analysis

After Market Upsell

Hazard Planning KPIs

IntegratedWarrantySolution

Process

Application

Infrastructure

Analytics

®

What BPM Does for Warranty• Case Management For Complete View of

Transactions-Prior Approvals to Settlement - Dynamic & Structured

• Real Time Implementation of Business & Select For Review Rules

• Configurable (& Customizable) Templates for Industry Processes

• Traceability & Non-Repudiation on Policy Enforced and When

• Non-Functional Requirements – Capacity, Security

®A Warranty Case

Approvals

Product Config

Appeals

Diagnostics

Claim

Service Order

Parts Return

Charge Back

Supplier Recovery

®Environments• Required Environments

• Production• Organization Specific Environments

• Pre-Prod• Testing

• Simulation• Replica of Production Rules• Automated Code/Rule/Configuration Promotion

• Parallel Testing Environment

®Implementation Model

Req.

Reverse Engineer

Capture Wish List Analyze Define Finalize

Tech. Establish Architecture & Continuously Review

Size All Environments Build & Deploy

Build Design Code Integrate

Data

Test Design Test Bed

Model X-action

Mine Existing

Model - Test

Reverse Load Cleanse

Agile or Traditional

Establish Test Strategy

Prepare Test Data

ID Testers

Execute Tests

®Test Strategy• Parallel Testing

• Calibrating• Benchmarking – Internal

• Test Data• Cleansed Production Data

• Full Day• Multiple Consecutive Days• Period End• Full Cycle Process Depictions – Appeals, Returns,

Chargebacks• Reusable

• Virtualization

®Future• ‘Internet of Things’

• Self Diagnosis By Equipment• Fuzzy Ownership

• Who Owns The Warranty Claim• Who Owns The Warranted Items

• Fuzzy End-User Experience• Borrowed• Shared

• A BPM Based Warranty Platform Is Extensible To Address Such Future Challenges

Thank YouSam Sharan

sharan@iittroy.com+1 248 931 0139