Warranty Audits & Warranty Process Improvements

In order to keep the warranty expenses at reasonable levels which is one of the major expense items of OEMs, Warranty Audits should be conducted at retail points at regular intervals and these audits should be supported with Warranty Process Improvements.

Warranty Audits & Warranty Process Improvement studies aiming at in-depth reviews of dealer warranty process operations focusing on customer concern identification, repair capabilities and potential audit risks include the following stages;

· Analysis of dealer historical warranty cost performance and assist in the selection of dealers to participate in the program,

· Manual review of pre-selected paid claims and associated dealer documentation to validate that correct administrative procedures have been followed and that the selected claims were appropriate in all respects,

· Review of all dealer service department processes, technician, service advisor and warranty administrator training,

· Advise dealer on best practices with respect to warranty processes and compliance with the PSA Warranty manual,

· Prepare detailed review reports identifying potential audit risk, inappropriate and/or inaccurate claims, areas of process inefficiencies training requirements etc.

· Prepare specific action plans,

· Conduct follow up visits following the initial review to ensure that action plans are being achieved….