How many times people buy extended warranty on new products and services? Would this translate that indeed the product/service is good but they do not believe that it will function as marketed.
Recalls are the words that we keep hearing from major makers like Toyota to Mattel to food products like eggs, beef and list is endless. Aren’t these big manufacturers embracers and followers of the procedures and practices of ISO and Continuous improvement? Yet the issue exists.
No continuous improvement practice or deployment of certification can make a process great without it being continuously monitored and tailored with changing parameters.
Neither can we keep functioning at a set optimum speed and condition nor can a process.
What implementation of a quality process in warranty does is to create a transparent working condition where people understand their roles and responsibilities in job, management identifies its objectives and the organization its goals. The recent recall from Toyota created a lot of discomfort since none of the cars had any reports of accidents or malfunction but it was just a precautionary measure.
Customers by nature are very forgiving. They will never complain for warranty if the product is working as per what is promised and what concept they had as to what they wanted out of the experience of buying. When a customer want to make a warranty claim it is rare because of the want of something unique. They many times overlook minor issues which creep up here and there if working condition is maintained or services are rendered. Even iphones, which are the epitomes of perfection for Apple, had a glitch.
Quality is not affected by just glitches or minor oversight of issues but the repetitive occurrences.
What are your thoughts whether warranty claims compromise the quality of product or presents avenue for continuous improvement. Please post your comments.