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Accentures operations excellence and analytical services help manufacturers transform and continuously improve warranty processes and gain insights on many key warranty operations performance indicators: Warranty Process efficiency: Claim automated validation rate, claim process time, claim rejection rate
Quality: Repair/incident rate, warranty cost per unit, number of issues resolved, time to detect, detection to correction time Financial: Actual claims cost vs. budget, goodwill amounts vs. budget, percentage of goodwill on overall warranty costs, supplier recovery amount, percentage of warranty costs recovered from suppliers, extended warranty revenue, warranty administration costs, warranty/revenue ratio 5
Collected Inputs Warranty claims Repair information Social media data Customer surveys Audit history Industry benchmarks
Accenture Dealer Analytics Turnkey industry analytical models Industry expertise Standard KPIs
Outcomes Regional and local dealer trainings Improved claim validation rules Targeted dealer audits Continuous and granular dealer benchmarks
Accentures dealer performance analytical services help manufacturers create a dealer control center tracking the following KPIs: Dealer Process efficiency: Claim submission time, claim accuracy, claims validated/rejected ratio, parts return time Service Quality: Satisfaction with quality of work performed, fix-it-right-the-first-time percentage for warranty repairs, promise date adherence Policy Adherence: Warranty repair cost per vehicle vs. peers, repair effectiveness vs. peers, warranty repair types vs. peers, percentage of No Fault Found (NFF) vs. peers, percentage of out of warranty repairs and goodwill. Financial: Goodwill amount and percentage
Dealer performance improvement programs can typically generate warranty costs savings of 5 to 10 percent.
Collected Inputs Warranty claims Replaced parts information NFF reports Supplier audit history Parts family benchmarks
Accenture Parts Supplier Analytics Parts expertise Supplier performance analytical models Standard Supplier KPIs Parts analysis labs
Outcomes Dealer diagnostics and NFF improvements Targeted supplier audits Continuous and granular parts suppliers benchmarks
insight to launch targeted supplier improvement programs like supplier reviews and parts diagnostic training programs. In particular, Accentures industry specific analytical services help manufacturers monitor and act upon the following suppliers performance indicators: Process efficiency: Supplier recovery rate, recovery claim processing time, part inspection cycle time, no-fault-found rate vs. peers of the same part family group Quality: Repair / incident rate, warranty costs per part, no-fault-found per part, number of issues resolved, detection to correction time, non-conforming materials percentage Financial: Actual supplier claims cost vs. budget
Supplier performance improvement programs can typically generate warranty costs savings of 5 to 10 percent.
Collected Inputs Warranty claims Social media sonar Customer complaints Product launch dealer panel On-board Telematics
Accenture Early Detection Analytics Turnkey quality analytical models Industry expertise Standard quality detection Engineering services
Outcomes Near real time monitoring of quality issues Quality issues tracked from occurrence to resolution Root cause analysis tracking
Accentures experience and reach can be leveraged to build a global, reactive surveillance system, collecting and consolidating masses of quality information, analyzed to identify statistically significant exceptions in failure rates. Key performance indicators used are: Process efficiency: Number of open issues, number of open root cause analysis Quality: Problem detection time, detection to correction time, product and parts perceived quality index Financial: Average repair cost per quality problem, warranty reserve accuracy
Early detection services can typically help manufacturers reduce quality problem detection times by 50 percent and generate warranty costs savings of 10 to 15 percent.
Illustrative example: Auto/Industrial equipment manufacturer with $10B in annual revenue and with warranty expenses at 2.5% of revenues.
300 250 200 $M 150 100 50 0 Baseline Warranty Cost Warranty operations optimization Dealer performance improvements Supplier performance improvements Early quality problems detection Optimized Warranty Cost $250M $2M $5M $19M $30M $190M
$60M
Benefits to manufacturers
Effective warranty optimization programs can generate overall warranty costs savings of up to 25 percent. With Accentures Warranty Optimization Services, manufacturers benefit from: Accentures significant track record providing warranty operations and optimizations programs as a managed service in the auto, heavy and industrial equipment industry. Accenture Warranty Optimization assets : Multi-lingual, warranty operations delivery centers A business-led, technology-driven warranty analytics approach that is software and hardware agnostic
Industry specific analytics templates to compile warranty KPIs from heterogeneous data sources (warranty claims, social media feedback, on-board telematics, customer surveys, historical audit results and so on) A network of over 5,000 analytics professionals with over 500 professionals with advanced analytics skills Accentures global scale, proven experience and cumulative learning from global and local warranty projects Accentures ability to quickly engage regional/ local country teams to manage warranty optimization programs (dealer performance programs for example) in regions with significant cultural or language differences
Enterprise Warranty Analysis Warranty Business Rules & Processes Claims Sales Data Product Data Dealer Data CRM Data Warranty Information Store Customer Surveys Technician Hotlines Dealer Audits Supplier Audits Corrective Actions
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Companies can improve warranty costs by as much as 25 percent while boosting overall profit by up to 1 percent thanks to improvements.
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Intrigued?
Accenture is committed to helping its clients achieve high performance. To find out more about how Accenture can help you meet your business imperatives and create a road map for high performance, contact: contactAPO@accenture.com
About Accenture
Accenture is a global management consulting, technology services and outsourcing company, with more than 244,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the worlds most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US $25.5 billion for the fiscal year ended Aug. 31, 2011. Our Internet address is www.accenture.com
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