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The Formation of the Institute of Warranty Chain Management Glen Griffiths President IWCM. Independent Warranty Industry Association. 82% of survey respondents believe warranty association should be a body independent of current industry associations. Source: WarrantyWeek – Apr 2004.
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The Formation of the Institute of Warranty Chain Management Glen Griffiths President IWCM
Independent WarrantyIndustry Association 82% of survey respondents believe warranty association should be a body independent of current industry associations Source: WarrantyWeek – Apr 2004
Own Institute • Can create true cross industry and cross discipline warranty capability • Can create own organizational charter • Would not exclude some industries based on being located with existing organizations • Would provide logical home for developing warranty standards • Would provide recognition that warranty management is a separate discipline
WCM 2005 - 2007 • WCM 2005 • Call to action resulted in creation of Benchmarking forum • WCM 2006 • Raised question of what was next for the warranty industry • WCM 2007 • Announced formation of Institute of Warranty Chain Management
Composition of Charter Team Tech Software & Services Automotive Manufacturing Other • Glen Griffiths (Hewlett Packard) • Richard Howe (Cisco) • Tom Bellinger (IBM) • KJell Hammarstrom (Sun Microsystems) • Greg Spraker (SAS) • Andrew Clements(Crawford & Co) • MG Anderson (ServiceBench) • Kamau Njenga Teradata • Marianne Grant (AIAG & Proquest) • Charlie Barnes (Toyota NA) • Laura Madison (General Motors) • Steve Manning (Solectron) • Eric Arnum (Warranty Week) • Alison Griffiths (ALG Associates) • Matthew Puopolo (Copia Creative) Housing Aerospace White Goods Consumer Electronics • Stephanie Patterson (Whirlpool) • David Nations (Honeywell International) • Ken Dohrn (Beazer Homes) • Mike Ehlers (Sony)
Affiliation andDesignation of iWCM Affiliation: iWCM is an independent institute not associated with another parent organization. Designation: iWCM is a not-for-profit organization in support of enabling the above goal.
iWCM Vision & Mission Vision: To establish, promote and advance warranty management as a recognized profession Mission: To advance the warranty management profession and global warranty industry by providing a unified voice for advocacy and leadership; to drive industry capability through standards development; and enable growth of professional competence via education and access to information, services and business solutions in the area of Warranty Chain Management.
Chief Executive/Chairman (Volunteer/Paid) Education & Certification Resources & Research Communication & Networking Legislation & Public Policy Membership & Finance Standards Best Practices Benchmarking Publications Newsletter Web-site Blogs iWCM Structure Board of Directors (Min 4 - Volunteers) Secretary& Treasurer (Paid) Committees (Board Members Chair) Special Interest Groups
Executive Committee President – Glen Griffiths Vice President – Marianne Grant Treasurer – Greg Spraker Secretary – Tom Bellinger Director – Kjell Hammarstrom Current iWCM Structure Executive Director– Alison Griffiths Committees Membership & Finance Chair Marianne Grant Resources & Research Chair Tom Bellinger Education & Certification Chair Glen Griffiths Communication & Networking Chair Kjell Hammarstrom Legislation & Public Policy Chair Greg Spraker IT Chair Nader Fathi Content Sharing
Communication & Networking Chair Kjell Hammarstrom Web Portal Blog Newsletter Structure: 1. What should be there & outlook. 2. Keep it up to date. 3. Engage writers/document owners (SMEs) Structure, access, spread awareness, engage writers, repliers, make it fly and visited/used. Plan themes, invites writers (SMEs), subscriptions Communication & Networking Committees
Resources and Research Committee Research & Research Chair Thomas Bellinger Benchmarks & Metrics Editor TBD Finance & Accounting Editor Debbie Smith Legal Aspects of Warranty Editor Don Cassling Logistics & Supply Chain Editor Ankur Gupta Technical Support & Services Editor TBD Product Quality & Reliability Editor Brian Andes
Training and Development Committees Education & Certification Chair Glen Griffiths Training Development Chair TBD Training Delivery Chair TBD Training Certification Chair TBD Sub – Committees Development Working Groups Warranty 101 Chair Daryl Kreskowiak Benchmarks & Metrics Chair Kolin Kelly Design for Warranty Chair TBD Financial Accounting Chair TBD Statistics & Analysis Chair Dorothea Kuettner Mike Roberts Tom Washburn Bob Mueller Camila Morrison Sheila Cardines Jim Kelly Jeff Stuart Greg Spraker SAS Brian Berg William Eliason
iWCM Education, Training and Certification • iWCM will offer a graduated certification process for professionals who are managing warranty data, systems, and processes • Aim of certification process is to: • Provide recognition of Warranty Management as a profession • Provide a pool of educated warranty professionals • Develop and utilize Standards around Forecasting/Predicting costs, quality, sales and customer satisfaction • Streamline development of cost effective business processes by developing and teaching Warranty Industry standards • Core modules • Warranty Fundamentals • Metrics • Tools & Processes • Statistics • Best Practices and Cost reduction • Specialties in Finance, Extended Warranty , Legal, Supply Chain etc
Course ContentLevel I - Foundation • Aimed at providing a robust introduction to warranty management • Targeted at people who need a good in depth understanding of warranty management & processes. • Would suit first level warranty positions & warranty system managers • Quality managers, Supply Chain Managers, Financial managers and others who want a good grounding in warranty • Modules are independent and stand alone • To progress to full certification must pass a separate exam at the end of each module
Course ContentLevel II – Expert • Aimed at providing an in depth view of each aspect of the warranty value chain • Targeted at people who manage one or more warranty processes or managers who need to have a deep grounding of all aspects of warranty management. • Would suit warranty project and program managers, black belts of warranty and execs who are required to manage complex warranty chains • Individuals who provide consulting or other services in warranty chain
Course ContentLevel III – Specialist • Aimed at providing an in depth view of one single or ‘specialist’ aspect of the warranty value chain • Targeted at people who manage a single warranty processes or managers who need to have an in depth grounding of specific aspects of warranty management. • Would suit warranty process managers who do not need to manage or understand the whole warranty chain • On completion of module the student will be able to: • Work at a Master level detailed process owner in a single but complex processes within the warranty value chain • Consideration of iWCM Diploma (tentative) • On completion of 3 or more specialist modules students can apply to undertake separate certification exam • Successful completion will result in award of iWCM Diploma • Diploma will only be awarded to those who have successfully completed Level I & II Certification
Outline Education Profiles iWCM Warranty Management Professional Certification – Level I Foundation W101 Warranty Fundamentals W102 Warranty Metrics, Benchmarking & Standards W103 Warranty Statistics and Analysis W104 Warranty Tools and Processes W105 Warranty Cost Estimation & Reduction iWCM Warranty Management Professional Certification – Level II Expert W201 Design for Warranty W202 Warranty & Supply Chain W203 Entitlement & Registration W204 Wty Service & Support W205 Advanced Wty Analytics W206 Warranty & Competitive Advantage iWCM Warranty Management Professional Certification – Level III Specialist W301 Wty Financial Accounting W302 Extended Warranty Mgmt W303 Warranty Recall Management W304 Wty Contracts & Cost Recovery W305 Warranty & the law
Next Steps • Mar-Nov 07 - Establishment of non-profit status with IRS • Apr/Sep 07 - Request for funding and sponsorship • Nov 07 – Website Launch (iwcm.org) • May 07 to Mar 08 – Build first level services capabilities • Benchmarking, publications, newsletter, Full website with resource center, etc. • Mar 08 – First iWCM Module offered • Apr 08 – Open individual membership • Sep 08 – Second wave modules offered • By Mar 09 – First Certification exams
IWCM and IEEE • Can provide link between product design/development and warranty costs • Will formalize the relationship between reliability, maintainability, supportability and warranty cost • Provide a forum for engineers to understand role in warranty cost reduction • Can help in prioritization of product improvements
How You Can Help • Looking for feedback on: • Interest in becoming member of iWCM • Feedback on potential iWCM services • Interest in taking iWCM certification • Looking for SMEs to develop content and provide ongoing expertise • Potential committee members • Looking for corporate sponsors
San Diego 4th – 6th March 2008