This presentation was presented by Ken Deters of NACCO Material Handling and Roshan Pinto, Director Manufacturing Practice, Tavant Technologies at the Warranty Chain Management Conference 2013. This talks about a company's approach to choose a Warranty Solution apt for their business needs.

1. > 10 Key Points of a Value Driven
Solution
Presented by Tavant Technologies at The
Warranty Chain Management Conference 2013
PEOPLE. PASSION. EXCELLENCE.

2. 10 Point Summary
• Identify • Shortlist
• Correlate • Analyze
• Document • Share
WHAT? WHO?
WHY? WHEN?
• ROI • Visit
• Decide
• Finalize
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3. What?
Identify Correlate Document
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4. Identify Business Needs
> Need to understand warranty globally
— Several unique operational theaters
> Need common warranty data and metrics
— Have data in many different databases
> Need common warranty process
— Some geographic theaters have very antiquated systems
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5. Correlate Ideas
> Different needs exist in different theaters
> Different customer expectations
> Establish a steering committee including cross functional
and cross theater managers
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6. Document the Vision
> Compile requirements from every function and every
geographic theater
> Complete a SWOT analysis for the current systems and
processes in each theater
> Defines the vision for the future system
— Ensure the strengths remain
— Fix the weaknesses
— Capitalize on the opportunities
— Eliminate the threats
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7. Process Step Description Benefits/Strengths of current system Drawbacks/Weaknesses of current system Vision/Opportunities for new NMHG Warranty system
Administration
1 Claim Submitted
(Batch)
2 Claim Submitted
(Extranet)
3 Claim Received and
Adjudicated
(Assessed)
4 Claim Audit
5 Claims Processed
6 Claim Payment
7 Part Return and
Recovery
8 Rescission and
Addendum
9 Backlog
Management
10 Contract
Management
Ownership
1 Dealer Complete
PDI
2 Dealer Submits
Installation Record
3 Complete Unit
Installation in
Database
4 Extended
Protection Plan
Reporting
1 Warranty
Department
Reporting
2 Dealer Reporting
3 Product Reporting
4 Financial Reporting
5 Recovery Reporting
Infrastructure
1 Warranty System
Programming
2 Warranty System
Hardware
Documentation
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8. Who?
Shortlist Analyze Share
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9. Prepare Short List of Suppliers
> Determine who is in the warranty space
> Clearly understand the capabilities of what they have to
offer
> Does their culture match ours?
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10. Analyze the Data
> Use the detailed needs assessment created across theaters
as an evaluation matrix
> How do system suppliers match up to your desired vision?
— Evaluate at each line item
> Balance quantitative analysis with qualitative
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11. Share with Suppliers
> Express concerns with possible suppliers and allow a chance
to respond
> How well do the suppliers on your short list respond?
> What do they say and how do they say it?
> Do they clearly understand?
> Do the supplier responses alleviate concerns?
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12. Process Step Benefits to NMHG (for justification Vision / Wishes for Dealers Vision / Wishes for NMHG Addressed by Supplier?
of system)
Administration 1 Claim Submitted
(Batch)
2 Claim Submitted
(Extranet)
3 Claim Received and
Adjudicated
(Assessed)
4 Claim Audit
5 Claims Processed
6 Claim Payment
7 Part Return and
Recovery
8 Rescission and
Addendum
9 Backlog
Management
10 Contract
Management
Ownership
1 Dealer Complete
PDI
2 Dealer Submits
Installation Record
3 Complete Unit
Installation in
Database
4 Extended
Protection Plan
Reporting
1 Warranty
Department
Reporting
2 Dealer Reporting
3 Product Reporting
4 Financial Reporting
5 Recovery Reporting
Infrastructure
1 Warranty System
Programming
2 Warranty System
Hardware
Share concerns
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13. Why?
ROI ROI ROI
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14. Build the ROI
> What risks are the suppliers willing to accept? What skin
are they willing to put into the game?
> What does their ROI template include? Is it cohesive? Does
it prove they have experience?
> What ROI criteria are required for approval? Are they in the
template?
> Does the supplier have the ability and desire to be a partner
and not just a supplier?
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15. ROI Template example
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16. When?
Visit Decide Finalize
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17. Visit Reference Customers
> What were their expectations?
> What were their results?
> What was their overall experience?
— What went well?
— What did not go well?
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18. Decide on a Partner
> Did the conversation with the reference customers, support
the quantitative data from the evaluation matrices?
> Does the quantitative data match the ‘gut’ feeling of the
steering committee evaluating a new system?
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19. Finalize Expectations
> Ask for data migration templates
> Ask for integration templates
> Identify key stakeholders
> Outline detailed discovery plans
> Clear schedules to ensure proper attention is paid upfront
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20. Summary Checklist
> Identify your business needs
> Correlate your ideas
> Document your vision
> Prepare a short list of suppliers
> Analyze the data
> Share with suppliers and get feedback
> Begin building the ROI
> Visit supplier customers
> Make your decision
> Finalize the project
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21. > Thank You!
PEOPLE. PASSION. EXCELLENCE.