Average cycle time in days from detection-to-correction of warranty issues

This measure calculates average cycle time in days to complete the detection to correction cycle time for warranty issues. The detection to correction cycle time begins when an issue that is a recurring event (i.e. not an anomaly) is detected. Further investigation (definition and diagnosis or root cause analysis) is performed. A recommendation for corrective action is made and implemented in production and/or design. This cycle time ends when the implementation is verified. This Cycle Time measure is intended to help companies analyze this duration related to the process group "Manage warranties".

Benchmark Data

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Measure Category:
Cycle Time
Measure ID:
104855
Total Sample Size:
604 All Companies
Performers:
25th
-
Median
-
75th
-
Key Performance
Indicator:
Yes

Sample image showing interactive filters for more detailed measure peer group data and an interactive graph.

Compute this Measure

Units for this measure are Days.

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Cycle time in calendar days to complete the detection to correction cycle

Key Terms

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Cycle Time

Cycle time is the total time from the beginning of the process to the end. This includes both time spent actually performing the process and time spent waiting to move forward.

Median

The metric value which represents the 50th percentile of a peer group. This could also be communicated as the metric value where half of the peer group sample shows lower performance than the expressed metric value or half of the peer group sample shows higher performance than the expressed metric value.

Measure Scope

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Cross Industry (7.3.1)

  • 6.3.1 - Register products (20605)
  • 6.3.2 - Process warranty claims (12669)
    • 6.3.2.1 - Receive warranty claim (20096)
    • 6.3.2.2 - Validate warranty claim (12671)
    • 6.3.2.3 - Investigate warranty issues (20097)
      • 6.3.2.3.1 - Define issue (20098)
      • 6.3.2.3.2 - Schedule field service (12677)
      • 6.3.2.3.3 - Request and receive defective part (12678)
      • 6.3.2.3.4 - Investigate issue/perform root cause analysis (20099)
      • 6.3.2.3.5 - Receive investigation result/recommendation for corrective action (20100)
    • 6.3.2.4 - Determine responsible party (20101)
    • 6.3.2.5 - Manage pre-authorizations (20102)
    • 6.3.2.6 - Approve or reject warranty claim (12668)
    • 6.3.2.7 - Notify originator of approve/reject decision (20103)
    • 6.3.2.8 - Authorize payment (20104)
    • 6.3.2.9 - Close claim (20105)
    • 6.3.2.10 - Reconcile warranty transaction disposition (12667)
  • 6.3.3 - Manage supplier recovery (20106)
    • 6.3.3.1 - Create supplier recovery claims (20107)
    • 6.3.3.2 - Negotiate recoveries with suppliers (20108)
  • 6.3.4 - Service products (10218)
    • 6.3.4.1 - Confirm specific service requirements for individual customer (10320)
      • 6.3.4.1.1 - Process customer request (10324)
      • 6.3.4.1.2 - Create customer profile (10325)
      • 6.3.4.1.3 - Generate service order (10326)
    • 6.3.4.2 - Identify and schedule resources to meet service requirements (10321)
      • 6.3.4.2.1 - Create resourcing plan and schedule (10327)
      • 6.3.4.2.2 - Create service order fulfillment schedule (10328)
    • 6.3.4.3 - Provide service to specific customers (10322)
      • 6.3.4.3.1 - Organize daily service order fulfillment schedule (10330)
      • 6.3.4.3.2 - Execute product repair (10331)
      • 6.3.4.3.3 - Manage service order fulfillment (10332)
    • 6.3.4.4 - Ensure quality of service (10323)
      • 6.3.4.4.1 - Identify completed service orders for feedback (10334)
      • 6.3.4.4.2 - Identify incomplete service orders and service failures (10335)
      • 6.3.4.4.3 - Solicit customer feedback on services delivered (10336)
      • 6.3.4.4.4 - Process customer feedback on services delivered (10337)