Warranty Fraud Management: Reducing Fraud and Other Excess Costs in Warranty and Service Operations (Wiley and SAS Business Series)
暫譯: 保固詐欺管理:降低保固與服務運營中的詐欺及其他過高成本 (Wiley 與 SAS 商業系列)
Matti Kurvinen, Ilkka Töyrylä, D. N. Prabhakar Murthy
- 出版商: Wiley
- 出版日期: 2016-06-13
- 售價: $1,920
- 貴賓價: 9.5 折 $1,824
- 語言: 英文
- 頁數: 400
- 裝訂: Hardcover
- ISBN: 1119223881
- ISBN-13: 9781119223887
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相關主題
商品描述
Warranty Fraud Management provides a clear, practical framework for reducing fraudulent warranty claims and other excess costs in warranty and service operations. Packed with actionable guidelines and detailed information, this book lays out a system of efficient warranty management that can reduce costs without upsetting the customer relationship. You'll dig into the whole spectrum of warranty fraud, from simple sloppy procedures to systematic organized crime, and get to know the fraudulent parties, the victims, as well as the objectives and methods of the fraudulent activities in different scenarios. You'll learn how to implement controls to detect and reduce fraudulent claims and decrease the overall warranty costs. The impact of fraudulent claims is plainly spelled out alongside detailed descriptions of typical symptoms and process gaps present in diverse companies. A comprehensive, multi-modal framework for robust warranty management is presented as a template for revamping your own company's strategy.
Fraudulent warranty claims occupy an estimated 3-15 percent of the average company's warranty costs, which generally average between 1-4 percent of sales. Many companies are unaware of the issue or struggle to take action against the claims for fear of upsetting business partners, or because they lack tangible evidence. This book details a robust warranty control framework that institutes transparency and control over the whole warranty chain—supporting the process far beyond just fraud reduction.
- Understand the different actors (customers, sales channels, service agents, warranty providers, etc.) and different forms of warranty fraud
- Uncover issues in your company's warranty processes
- Learn methods to detect and prevent fraudulent activities
- Implement a robust system of warranty cost control
Warranty fraud is a major cost-control issue for most companies, but the sensitive nature of the topic leaves most reluctant to share their experiences and divulge their strategies. Warranty Fraud Management brings warranty fraud out into the open, and provides a clear, actionable framework for cost-savings through fraud reduction.
商品描述(中文翻譯)
**透過透明的流程和均衡的控制來降低保固成本,減少詐欺行為**
*保固詐欺管理* 提供了一個清晰且實用的框架,用於減少詐欺性保固索賠及其他保固和服務運營中的過高成本。本書充滿了可行的指導方針和詳細資訊,展示了一個高效的保固管理系統,能在不影響客戶關係的情況下降低成本。您將深入了解保固詐欺的整個範疇,從簡單的疏忽程序到系統性的有組織犯罪,並了解詐欺方、受害者,以及在不同情境下詐欺活動的目標和方法。您將學習如何實施控制措施以檢測和減少詐欺索賠,並降低整體保固成本。詐欺索賠的影響被清楚地闡述,並附有各種公司中典型症狀和流程缺口的詳細描述。提供了一個全面的多模式框架,作為強健保固管理的模板,以重塑您自己公司的策略。
詐欺性保固索賠佔據了平均公司保固成本的約3-15%,而這些成本通常占銷售額的1-4%。許多公司對此問題並不知情,或因擔心影響商業夥伴而難以採取行動,或因缺乏具體證據而無法行動。本書詳細介紹了一個強健的保固控制框架,對整個保固鏈進行透明和控制,支持的過程遠不止於減少詐欺。
- 了解不同的參與者(客戶、銷售渠道、服務代理、保固提供者等)及不同形式的保固詐欺
- 發現您公司保固流程中的問題
- 學習檢測和預防詐欺活動的方法
- 實施一個強健的保固成本控制系統
保固詐欺對於大多數公司來說是一個主要的成本控制問題,但該主題的敏感性使得大多數公司不願分享他們的經驗和策略。*保固詐欺管理* 將保固詐欺公之於眾,並提供一個清晰且可行的框架,以透過減少詐欺來實現成本節省。