Warranty Fraud Management

Acknowledgments

Many people and companies have contributed in this effort. We thank Maximilian Kammerer for his insight and comments across the book, and his contributions to Chapter 11 and the Foreword, and Bill Roberts for his insight on advanced warranty analytics and for establishing contact with John Wiley & Sons. We would also like to thank Eric Arnum from Warranty Week for his insights on warranty costs and fraud, Kim Vestman from Wärtsilä Corporation and Marko Niinistö from Philips HealthCare for their insight and experiences shared, Mark Nagelvoort from PCMI on updates on warranty management software capabilities, and Marko Ylä-Autio for his advice on warranty cost management. We thank Springer Verlag for granting the permission to use material in Appendices B and C. We also want to thank the many people whom the first two authors interviewed who have chosen to stay anonymous.

Espoo, Finland: Matti KurvinenKlaukkala, Finland: Ilkka TöyryläBrisbane, Australia: D. N. Prabhakar Murthy