TY - JOUR ID - 3971 TI - Predicting Customer-Expectation-Based Warranty Cost for Smaller-the- Better and Larger-the-Better Performance Characteristics JO - Journal of Industrial and Systems Engineering JA - JISE LA - en SN - 1735-8272 AU - Sharma, Naresh K. AU - Drain, David AU - Cudney, Elizabeth A. AU - Ragsdell, Kenneth M. AU - Paryani, Kioumars AD - Missouri University of Science and Technology, Rolla, Missouri 65409 USA AD - Lawrence Technological University, Michigan, 48075 USA Y1 - 2008 PY - 2008 VL - 2 IS - 2 SP - 97 EP - 113 KW - Quality loss function (QLF) KW - Warranty loss function (WLF) KW - Warranty probability KW - Warranty cost (WC) KW - Product Performance KW - Customer expectation KW - Smaller-the-better (STB) KW - and larger-the-better (LTB) DO - N2 - 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. UR - https://www.jise.ir/article_3971.html L1 - https://www.jise.ir/article_3971_b827460fa9849b0ec5a44c795c778de4.pdf ER -