@article { author = {Sharma, Naresh K. and Drain, David and Cudney, Elizabeth A. and Ragsdell, Kenneth M. and Paryani, Kioumars}, title = {Predicting Customer-Expectation-Based Warranty Cost for Smaller-the- Better and Larger-the-Better Performance Characteristics}, journal = {Journal of Industrial and Systems Engineering}, volume = {2}, number = {2}, pages = {97-113}, year = {2008}, publisher = {Iranian Institute of Industrial Engineering}, issn = {1735-8272}, eissn = {2717-3380}, doi = {}, abstract = {The quality loss function assumes a fixed target and only accounts for immediate issues within manufacturing facilities whereas warranty loss occurs during customer use. Based on the two independent variables, product performance and consumers’ expectation, a methodology to predict the probability of customer complaint is presented in this paper. The formulation presented will serve as a basic model for predicting warranty loss for larger-the-better and smaller-the-better characteristics which is dependent on both product performance and customer expectation. As an example, warranty cost is estimated for automotive disc brakes to demonstrate the methodology for the smaller-the-better case. Another example of solar panels is considered for demonstrating the prediction of warranty loss for the larger-the-better characteristic.}, keywords = {Quality loss function (QLF),Warranty loss function (WLF),Warranty probability,Warranty cost (WC),Product Performance,Customer expectation,Smaller-the-better (STB),and larger-the-better (LTB)}, url = {https://www.jise.ir/article_3971.html}, eprint = {https://www.jise.ir/article_3971_b827460fa9849b0ec5a44c795c778de4.pdf} }