1. 2016
®

2. ®
Innovative Solutions to Automated
Warranty Claims Processing Using BPM
Tools
Sam Sharan
Director – Professional Services
Institute of Information Technology, Inc.

3. ®
Warranty Process Model
Diagnose
Obtain
Prior
Approval
Perform
Service
Submit
Claim
Return
Parts
Approve
Payment
Core
Business
Process
Support
Processes
Interfaces
Security
Analytics, Dashboards & Reports
Warranty Administration
Pay Service
Provider
Appeal
Decisions
& Chargebacks
Warranty Proc
Function
Non-Warranty
Function
Generic & Extensible to Campaigns & Service Contracts

4. ®
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

5. ®
Warranty Solution
Integrated
Warranty
Solution
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

6. ®
End-to-End Warranty Solution
Claims
Appeals
Chargebacks
Settlements
Spare Parts Planning
Reverse Logistics
Fraud Prevention
Root Cause Analysis
After Market Upsell
Hazard Planning KPIs
Integrated
Warranty
Solution
Process
Application
Infrastructure
Analytics

7. ®
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

8. ®
A Warranty Case
Approvals
Product Config
Appeals
Diagnostics
Claim
Service Order
Parts Return
Charge Back
Supplier Recovery

9. ®
Environments
• Required Environments
• Production
• Organization Specific Environments
• Pre-Prod
• Testing
• Simulation
• Replica of Production Rules
• Automated Code/Rule/Configuration Promotion
• Parallel Testing Environment

10. ®
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

11. ®
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

12. ®
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

13. Thank You
Sam Sharan
sharan@iittroy.com
+1 248 931 0139