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A cross-sector study on warranty costs

Initial situation

The significance of the safety and reliability of end products has increased continuously over the past few years. Particularly in times of crisis, customers make their purchasing decisions in a much more differentiated manner – the significance of quality as a purchasing argument is rapidly increasing.

The main challenge for companies is to meet customer expectations in the market after short development times. Although this is not new, an insufficient degree of value is attached to reliability work.

In addition, the constantly increasing legal requirements (e.g. EU emission standards for passenger cars, authorisation regulations for medicines, law on the environmentally compatible disposal of electrical and electronic equipment, etc.) are leading to rising development costs and higher guarantee and warranty cost risks as products become increasingly complex.


The objective of the study is to define a company’s capabilities that are mandatory or optional with regard to the control of the reliability of its products.

Furthermore, the cross-sector comparison of processes and structures should provide information on the respective best-practice industries and enable a statement about the effectiveness of different approaches.

The “Benchmark Reliability 2010/2011” study enables participants to obtain benchmarks from processes causing guarantee and warranty costs by means of a hypothesis-based approach.

Maximilian Klee
Senior Partner

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