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The Formation of the Institute of Warranty Chain Management Glen Griffiths President IWCM

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

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  1. The Formation of the Institute of Warranty Chain Management Glen Griffiths President IWCM

  2. Independent WarrantyIndustry Association 82% of survey respondents believe warranty association should be a body independent of current industry associations Source: WarrantyWeek – Apr 2004

  3. 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

  4. 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

  5. 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)

  6. 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.

  7. 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.

  8. 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

  9. 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

  10. 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

  11. 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

  12. 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

  13. 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

  14. 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

  15. 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

  16. 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

  17. 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

  18. 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

  19. 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

  20. 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

  21. San Diego 4th – 6th March 2008

  22. Any Questions?

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