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A system perspective on warranty problems within a supply chain

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dc.contributor.advisor Christopher L. Magee. en_US
dc.contributor.author Shen, Wei, 1975- en_US
dc.contributor.author Cheng, Wangquan en_US
dc.contributor.other System Design and Management Program. en_US
dc.date.accessioned 2010-10-25T16:09:10Z
dc.date.available 2010-10-25T16:09:10Z
dc.date.copyright 2005 en_US
dc.date.issued 2005 en_US
dc.identifier.uri http://hdl.handle.net/1721.1/59520
dc.description Thesis (S.M.)--Massachusetts Institute of Technology, System Design and Management Program, February 2005 [first author]; and, (S.M.)--Massachusetts Institute of Technology, System Design and Management Program, February 2006 [second author]. en_US
dc.description Includes bibliographical references (p. 111-113). en_US
dc.description.abstract Warranty is important financially to American manufacturers, especially automotive companies. Carmakers and suppliers must work aggressively to improve their warranty management approach as warranty cost often equals or exceeds their investment in engineering. This thesis focuses on studying warranty management in a supply chain from a systems perspective. Warranty data in the automotive industry, focused upon a "Tier one" supplier, is analyzed to obtain general warranty trends and typical failure types. Following the data analysis and hypothesis formation, a sequential series of surveys and interviews within the supplier are conducted in attempt to determine the root causes of warranty failures. A major finding of the study is the lack of a cross-company and long-term approach for dealing with warranty. Other root causes (though not as deeply imbedded as that noted first) include the lack of design discipline, design knowledge, and resources in the product development process. In addition, unclear accountability, poor communication, and lack of a supplier management process delay the warranty resolution process. Furthermore, the culture and mindset in an organization is a critical element in effective warranty management. A reactive warranty firefighting mindset is inadequate to attack the significant warranty issues. Based upon solving the root causes found in the research, the thesis provides five specific recommendations. These recommendations appear likely to be useful to a wide variety of automotive companies as well as manufacturers in other industries. en_US
dc.description.statementofresponsibility by Wei Shen and Wangquan (Winston) Cheng. en_US
dc.format.extent 122 p. en_US
dc.language.iso eng en_US
dc.publisher Massachusetts Institute of Technology en_US
dc.rights M.I.T. theses are protected by copyright. They may be viewed from this source for any purpose, but reproduction or distribution in any format is prohibited without written permission. See provided URL for inquiries about permission. en_US
dc.rights.uri http://dspace.mit.edu/handle/1721.1/7582 en_US
dc.subject System Design and Management Program. en_US
dc.title A system perspective on warranty problems within a supply chain en_US
dc.type Thesis en_US
dc.description.degree S.M. en_US
dc.contributor.department System Design and Management Program. en_US
dc.identifier.oclc 65467543 en_US


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