Paper
Implementing the Balance Scorecard for the Improvement of the Warranty Management: The Strategic Alignment
- Authors:
- Pablo Viveros; Fredy Kristjanpoller; Adolfo Crespo; Luis Barberá; Vicente González-Prida
- Abstract
- Every day, companies are facing problems related to warranty management where the after sales organization and the product reliability are not always taken into account. In that context, this article attempts to integrate the management of warranty support in the overall business strategy, analyzing how decisions in this field can influence other faces of the business. With that intention, the paper introduces firstly the concept of warranty and proposes a framework for its management. This framework has been defined and used by the authors in other studies. Then, the Balanced Scorecard is depicted as a methodology to achieve the alignment of the department strategy with the overall business targets. Its application is described for the specific case of the maintenance management and later on, it is implemented to organize the technical assistance of the warranty support. The article shows finally a brief case study as an example, highlighting the most relevant points of the paper at the conclusions with the approach of future researches in this field. In few words, the analysis of this methodology is intended to help executives and after sales managers to align their local objectives with the overall goals of the business itself, avoiding the creation of a compartmentalized organization where decisions are made independently. This kind of organizational structure may negatively affect the company's future development, and consequently its image in front of the client.
- Keywords
- After-sales management, balanced scorecard, customer service, decision making, process improvement, warranty assistance
- StartPage
- 15
- EndPage
- 21
- Doi