After-sales management of product warranty

The article presents a stochastic model based on knowledge of basic reliability and maintainability measures, which enables predicting time development of number of product failures during the warranty period and requirements for working capacities and financial resources to provide repair of products during the warranty period. Application of this model requires knowing basic reliability and maintainability measures of the product. It is assumed that values of these measures will be determined based on the tests of product, experience with similar products, use of the database of information on reliability, experts´ estimates, etc. Based on this assumption, it can be expected that actual development of number of failures during the warranty period and of other studied values, in a certain way, will always differ from the predicted development with the use of proposed model. Therefore, the article also includes a proposed system of continuous monitoring of sales returns development and its comparison with predicted development.