Glossary
- Actor
- A person, a company, or an organizational unit involved with fraudulent activities. Also called player, fraudster, perpetrator.
- Analytical claim scoring
- Scoring method indicating the likelihood of fraud of each service agent and claim.
- Assisted self-service
- A service approach where the service organization assists the customer to solve the issue.
- Base warranty
- Limited manufacturer warranty, provided by the manufacturer producing the product to the customer buying the product, as a part of the product sale.
- Business-to-business
- Business where the customer is a business entity.
- Business-to-consumer
- Business where the customer is an individual person.
- Claim validation
- Control done by warranty provider to verify validity of warranty service claims received from service agents and sales channel.
- Cost per claim
- Average cost per claim (Total repair, replacement, and refund cost /Total number of claims).
- Cost per repair
- Average cost per repair (Total repair cost/Total number of repairs).
- Customer
- Owner and often the user of the product (i.e., not distributor or retailer in this book).
- Customer claim
- Customer warranty claim.
- Customer damage
- A product failure caused by the customer, typically not covered by warranty.
- Customer self-service
- A service approach where customer solves an issue independently without raising a warranty claim.
- Customer warranty claim
- A claim from the customer to the warranty provider to fix a product issue under warranty. Also called ...
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