二维质保管理研究综述与展望

Two Dimensional Warranty Management Review and Research Prospect

除了低价格、高质量和卓越的性能外,完善的售后服务在刺激购买需求中起到了关键作用。在此背景下,越来越多的制造商开始提供质保服务。对于二维质保产品而言,产品的失效是使用时间和累积使用度共同作用的结果,例如汽车、重型机械等耐用消费品。本文通过对相关文献的整理,分别从产品现场可靠性建模、质保索赔预测和质保政策设计3个方面分别对有关二维质保管理的研究进行综述,并提出了二维质保管理领域进一步研究方向。

A refined after-sale service plays a key role in stimulating purchase of customers,which is similar to a low price,high quality and excellent performances of products.Therefore,more and more manufacturers provide warranty as a kind of after-sale service to consumers.Durable consumption goods such as automobiles and heavy machinery are often sold with a two-dimensional warranty,where their failures can be accounted for by time and usage.This study reviews related researches of two-dimensional warranty management in three aspects,i.e.,field reliability modeling,warranty claims forecasting,and warranty policy design.Some directions of future research are suggested in the end.