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Published in:
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2014 | OriginalPaper | Chapter

1. Researching the After-sales Services and Warranty Management

Authors : Vicente González-Prida Díaz, Adolfo Crespo Márquez

Published in: After–sales Service of Engineering Industrial Assets

Publisher: Springer International Publishing

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Abstract

The first part of this chapter is an introduction to the book and describes the context and the purpose of the work. An introductory material to the process followed for the elaboration of the book is also provided. The second part presents the fundamental issues and current research topics in warranty management and after-sales services. A literature review illustrates current state-of-the-art including main international research contributions and best practices. Case studies are presented to illustrate these issues accordingly. This second part is structured in the following chapters.

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Literature
1.
Real Academia de la Lengua Española. 2001. Diccionario de la lengua española, Edición 22. Espasa. ISBN 8423968138, 9788423968138.
2.
Joan Costa. 1987. Imagen de empresa. Métodos de comunicación integral. Imagen global Ceac Ediciones, Barcelona.
3.
Labib AW. 2004. A decision analysis model for maintenance policy selection using CMMS. Journal of Quality in Maintenance Engineering 10(3):191-2002.
4.
Kans M. 2008. On the utilisation of information technology for the management of profitable maintenance. Doctoral Thesis, Växjö University.
5.
Murthy DNP, Blischke WR. 2005. Warranty management and product manufacturing. Springer-Verlag London Limited, pp. 302 + xviii. ISBN 1852339330.
6.
AENOR. 2008. Norma ISO 9001:2008 Sistemas De Gestión De La Calidad.
7.
Crespo Márquez A. 2007. The maintenance management framework: models and methods for complex systems maintenance. Ed. Springer.
8.
International Standard. 2004. ISO/DIS 14224/2004. Petroleum, petrochemical and natural gas industries. Collection and exchange of reliability and maintenance data for equipment.
9.
Brandstotter M, Haberl M, Knoth R, Kopacek B, Kopacek P. 2003. IT on demand – towards an environmental conscious service system for Vienna (AT). Third International Symposium on Environmentally conscious design and inverse manufacturing – EcoDesign, pp. 799–802.
10.
Wise R, Baumgartner P. 1999. Go Downstream - the New Profit Imperative in Manufacturing. Harvard Business Review, September-October.
11.
Crespo Márquez A. 2010. Dynamic modelling for supply chain management – Dealing with front-end and back-end and integration issues. Springer-Verlag, London.
Metadata
Title
Researching the After-sales Services and Warranty Management
Authors
Vicente González-Prida Díaz
Adolfo Crespo Márquez
Copyright Year
2014
Book
After–sales Service of Engineering Industrial Assets

Print ISBN: 978-3-319-03709-7

Electronic ISBN: 978-3-319-03710-3

Copyright Year: 2014

DOI
https://doi.org/10.1007/978-3-319-03710-3_1