Whilst all businesses strive towards delivering error and failure free experiences to their customers, the reality is there is always some degree of product or service failure. The full ‘Costs of Failure’ is rarely fully understood or have the commensurate time spent on eliminating it when compared to the rest of the business.
It can start with the initial design and go right through to the sub component or service supplier. Whilst the cost of warranty reclaims may be a small cost in a set of accounts its impact goes far beyond cost alone impacting customer and distributor confidence, and creating sub optimal manufacturing processes to establish ‘work around’.
Novel has significant experience of working with clients to forensically investigate, understand and countermeasure warranty failures whatever the root causes or processes failure that created them in the first place.