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Introduction

This Strategic Focus report considers the emerging warranty management issues being faced by manufacturing companies and their resulting strategies. It also examines the technology implications that these strategies will have.

Scope

*Looks at the full warranty process cycle including claims management and analytics.

*Considers manufacturers from multiple industries including batch, discrete, and process manufacturing.

*Provides market sizing for technology revenues associated with warranty managment solutions.

Highlights

A significant trend within the warranty technology market is the shift toward more analytics capabilities being embedded in warranty solutions. BI has spread throughout various areas of manufacturing companies to create greater visibility, aid decision-making support, and report complex information in a cohesive and effective manner.

Reasons to Purchase

*Understand the key issues within the emerging warranty management market.

*Gain Datamonitor's opinion of the critical growth areas related to warranty technology and processes.

Overview 1
Catalyst 1
Summary 1
Key Messages 2
Warranty management is becoming an increasingly important area of technology 2
There are a range of business drivers creating investment in warranty technology 2
A shift to warranty analytics is becoming increasingly apparent 2
Organizational dynamics play a major role within warranty strategies 3
Go to market strategies will need to be enhanced by technology vendors 3
Table of Contents 4
Table of figures 5
Table of tables 5
Market Opportunity 6
Warranty management is becoming an increasingly important area of technology 6
The introduction of the WCOR model will be a positive boost for the manufacturing industry 6
Warranty management is seen as a relatively untapped area of manufacturing 6
There is a shift away from systems developed in-house 6
Warranty management can have a varied definition 7
Warranty management fits nicely within the SCOR model 7
Claims processing is a vital component of warranty management 8
There are a range of business drivers creating investment in warranty technology 10
High warranty costs continue to hound manufacturers 10
Customer satisfaction remains a high priority for manufacturers 14
Legal liability is a constant issue for manufacturing companies 14
Regulatory requirements continue to increase within the manufacturing industry 14
Some manufacturers are looking to pass warranty costs on to suppliers 15
Enhancing product development remains a primary objective for manufacturing companies 15
Manufacturers are seeking to reduce claims fraud 15
The hunt for new revenue streams continues within manufacturing businesses 15
There are a number of inhibitors impacting warranty strategies 16
Some manufacturers are still focusing on ERP or in-house solutions 16
Siloed data, systems, and organizational units pose a huge problem for warranty initiatives 16
The revenue opportunity for warranty management solutions is growing 16
North America is the largest regional market 18
The discrete industry will dominate warranty management revenues 19
Automotive manufacturers will spend the most on warranty management solutions 21
Technology evolution 23
A high adoption of in-house systems remains within the manufacturing industry 23
A shift to warranty analytics is becoming increasingly apparent 23
Previous customer analysis is a core analytics function 24
Previous product claims analysis assists manufacturers with product-specific issues 25
Customer satisfaction analysis can have a large impact within manufacturing organizations 25
Non-claims analysis is an important area as well 26
Tighter integration remains a key focus for warranty management technology vendors 26
ERP is seen as the essential integration point 27
CRM integration can directly affect customer satisfaction 27
SCM integration allows manufacturers to better assess the role of suppliers in warranty claims 28
SRM integration provides functionality for strategic sourcing and procurement 28
PLM integration helps manufacturers feed warranty data back into product development processes 28
Emergence of BPO solutions within the warranty management space 28
Customer Impact: Warranty derived efficiencies 30
Manufacturers are targeting specific pain points with warranty solutions 30
Improving warranty claims visibility is a key benefit of warranty technology 30
Warranty management solutions can assist manufacturers in reducing claims cycle times 31
Early warning functionality can be a major boost for manufacturing processes 31
Manufacturers can improve processes related to targeted recall strategies 31
Claiming warranty costs from suppliers is seen as a key financial benefit 32
Manufacturers can utilize warranty data to assist with procurement negotiations 32
Warranty management solutions are helping manufacturers with issue root cause analysis 32
Reducing warranty reserves through more advanced forecasting benefits manufacturers greatly 32
Warranty management solutions can help to support field service employees 33
Organizational dynamics play a major role within warranty strategies 33
An increasingly strategic view of warranty management is being adopted by manufacturing companies 33
Some manufacturers are establishing warranty taskforces 34
Competitive Landscape 35
EDS 35
HP 35
Genpact 36
SAS 37
SAP 38
4CS 38
Fulcrum Warranty Solutions 39
Lawson 39
Go to Market 41
Vendors need to work on ERP integration but should not forget other systems 41
Targeting the line of business will yield most benefit for vendors 41
Vendors should offer a clearly defined solution for warranty management 42
Merger and acquisition should be a key consideration for vendors 42
The warranty management market will look very different in five years 43
APPENDIX 44
Definitions 44
Companies included in US warranty management analysis 44
Methodology 45
Further reading 45
Ask the analyst 45
Datamonitor consulting 46
Disclaimer 46
List of Tables
Table 1: Total claims paid by US manufacturers 2003-2007 ($bn) 11
Table 2: Total warranty accruals for US manufacturers 2003-2007 ($bn) 13
Table 3: Total warranty management technology expenditure 2006-2012 ($m) 17
Table 4: Total regional warranty management technology expenditure 2006-2012 ($m) 19
Table 5: Total industry warranty management technology expenditure 2006-2012 ($m) 20
Table 6: Total discrete warranty management technology expenditure 2006-2012 ($m) 22
Table 7: BPO revenue opportunity growth within manufacturing 2006-2012 ($bn) 29
Table 8: Companies included in US warranty management analysis 45
List of Figures
Figure 1: Warranty process priority within the SCOR model 7
Figure 2: The warranty process within manufacturing companies 8
Figure 3: Total claims paid by US manufacturers 2003-2007 ($bn) 11
Figure 4: Total warranty accruals for US manufacturers 2003-2007 ($bn) 12
Figure 5: Claims rate among 50 top US manufacturers 2005-2007 13
Figure 6: Total warranty management technology expenditure 2006-2012 ($m) 17
Figure 7: Total regional warranty management technology expenditure 2006-2012 ($m) 18
Figure 8: Total industry warranty management technology expenditure 2006-2012 ($m) 20
Figure 9: Total discrete warranty management technology expenditure 2006-2012 ($m) 21
Figure 10: Defining warranty analytics 24
Figure 11: Key warranty management integration requirements 26
Figure 12: BPO revenue opportunity growth within manufacturing 2006-2012 ($bn) 29
Figure 13: IT investment influencers within manufacturing companies 34
Figure 14: HP's approach to warranty business performance management 36
Figure 15: SAS's warranty analytics capabilities 37
Figure 16: 4CS's approach to warranty management 39