WO2017123227A1

WO2017123227A1 - Warranty code generation

Info

Publication number: WO2017123227A1
Application number: PCT/US2016/013388
Authority: WO
Inventors: David Brent SPOMER
Original assignee: Hewlett Packard Enterprise Development Lp
Priority date: 2016-01-14
Filing date: 2016-01-14
Publication date: 2017-07-20

Abstract

Techniques are provided for generating a warranty code for a new product. A system includes a processor and a memory to store instructions to direct the processor to determine a location of support for the new product; determine a type of support for the new product; determine a time frame of support for the new product; and generate a warranty code for the new product based on the location of support, the type of support, and the time frame of support, wherein the warranty code is generated from a list of warranty codes.

Description

WARRANTY CODE GENERATION

BACKGROUND

[0001] The introduction of a new product results in the generation of a warranty code. The warranty codes for a corporate supplier can number in the hundreds and thousands. Each warranty code represents a set of terms and conditions under which the supplier will either repair or replace the new product.

BRIEF DESCRIPTION OF THE DRAWINGS

[0002] Certain exemplary embodiments are described in the following detailed description and in reference to the drawings, in which:

[0003] Fig. 1 is a process flow diagram of an example method for generating a warranty code;

[0004] Fig. 2 is an example of a system for generating a warranty code;

[0005] Fig. 3 is a process flow diagram of an example method for generating a warranty code; and

[0006] Fig. 4 is a block diagram of an example memory resource storing non- transitory, machine readable instructions comprising code to direct one or more processors to generate a warranty code.

DETAILED DESCRIPTION

[0007] The process for generating warranty codes for new products is often applied inconsistently across a corporate supplier. Incorrect warranty codes can have a negative impact on business. Warranty "over delivery" leads to a reduced gross margin while warranty "under delivery" results in customer dissatisfaction and lost sales. Consistency in the generation of warranty codes may prevent the negative impacts on business that occur with warranty "over delivery" and "under delivery."

[0008] Techniques are provided herein for the consistent generation of warranty codes. The generation of a warranty code involves defining warranty terms and conditions. Consideration is given to the relative costs of various terms and conditions, customer expectations, and market trends. When determining terms and conditions, there must be a balance between offering too little, which results in customer dissatisfaction and lost sales, and offering too much, which results in a reduced gross margin.

[0009] The generation of a warranty code also involves generating the appropriate warranty code based on the definition of the terms and conditions. The warranty code is generated from a list of allowable codes. The generated warranty code has terms and conditions that best match the defined terms and conditions.

[0010] Further, the generation of a warranty code involves inputting the generated warranty code into a warranty entitlement system. A warranty entitlement system is a data repository for information concerning a new product's warranty. The information in the system includes the serial number of a unit of the new product purchased by a customer and the shipment date of the unit. The system uses the warranty code, serial number, and shipment date to determine if a customer issue with the new product occurred during the warranty period. If the issue occurred within the warranty period, the terms and conditions associated with the warranty code determine the actions, e.g., repair or replacement, to be taken by the supplier.

[0011] Fig. 1 is a process flow diagram of an example method 100 for generating a warranty code. In one example, a system may be configured to implement the techniques of the present disclosure. The system may be implemented in hardware, software, or a combination thereof to interact with other systems or a user of the system. At block 102, the user may be prompted to indicate the location of support for the new product. In particular, the user is prompted to answer the query, "Will support be provided on-site?" In one example, the system may be configured to implement method 100 including generating prompts to the user and processing of the prompts. If the user answers N (no) to this question, support will be provided remotely. The method proceeds to block 1 04 where the user is prompted to indicate the type of support for the new product. In particular, the user is prompted to answer the query, "Will the new product be replaced?" If the user answers Y (yes) to this question, remote new product replacement 106 will occur. Associated with this combination of options, i.e., this branch of the process flow diagram, is a list of warranty codes WC1 108, WC2 1 10, WC3 1 12, and WC4 1 14. Each of WC1 108, WC2 1 10, WC3 1 12, and WC4 1 14 corresponds to a warranty period Timel 1 16, Time2 1 18, Time3 120, and Time4 122. Timel 1 16 represents the warranty period associated with WC1 108. The same is true of Time2 1 1 8 and WC2 1 10, Time3 120 and WC3 1 12, and Time4 122 and WC4 1 14. The generation of a warranty code WC1 108, WC2 1 10, WC3 1 12, or WC4 1 14 involves the user choosing the appropriate warranty period Timel 1 16, Time2 1 1 8, Time3 120, or Time4 122.

[0012] If the user answers N (no) to the query at block 104, remote component replacement 124 will occur. Associated with this combination of options is a list of warranty codes WC5 126, WC6 128, WC7 130, WC8 132, and WC9 134 and their corresponding warranty periods Time5 136, Time6 138, Time7 140, Time8 142, and Time 9 144. The user selects the appropriate warranty period Time5 136, Time6 138, Time7 140, Time8 142, or Time 9 144 and the warranty code WC5 126, WC6 128, WC7 130, WC8 132, or WC9 134 is thereby generated.

[0013] If the user answers Y (yes) to the query at block 1 02, support for the new product will be provided on-site. The method proceeds to block 146 where the user is prompted to indicate the time frame of support. In particular, the user is prompted to answer the query, "Will support occur within the next coverage day (NCD)?" If the user answers Y (yes) to this question, an on-site next-coverage-day response 148 will occur. Associated with this combination of options is a list of warranty codes WC10 150, WC1 1 152, and WC12 154 and their corresponding warranty periods Timel 0 156, Timel 1 1 58, and Timel 2 160. The warranty code WC10 150, WC1 1 152, or WC12 154 is generated when the user selects the appropriate warranty period Timel 0 156, Timel 1 158, or Timel 2 160.

[0014] If the user answers N (no) to the query at block 146, support will occur in less than one coverage day, e.g., within four hours. The method proceeds to block 162 where the user is prompted to indicate the location of the less than one-coverage-day response. In particular, the user is prompted to answer the query, "Will the less than one-coverage-day response be remote?" If the user answers Y (yes) to this question, a less than one-coverage-day remote response 164 will occur. Associated with this combination of options is a list of warranty codes WC13 166 and WC14 168 and their corresponding warranty periods Timel 3 170 and Timel 4 172. The warranty code WC13 166 or WC14 168 is generated when the user selects the appropriate warranty period Timel 3 170 or Timel 4 172.

[0015] If the user answers N (no) to the query at block 162, a less than one- coverage-day on-site response 174 will occur. Associated with this combination of options is a list of warranty codes WC15 176 and WC16 1 78 and their corresponding warranty periods Timel 5 180 and Timel 6 182. The warranty code WC15 1 76 or WC16 178 is generated when the user selects the

appropriate warranty period Timel 5 1 80 or Timel 6 182.

[0016] The number of warranty codes listed for each set of options is for exemplary purposes only. Furthermore, warranty periods grouped together, e.g., Timel 1 16, Time2 1 18, Time3 1 20, and Time4 122, are all different. A warranty period in one group may be present in any of the other groups. For example, Timel 1 1 6 may be the same as Timel 0 156 or Timel 6 182.

Alternatively, Timel 1 16 may not be the same as any of the other warranty periods.

[0017] It should be understood that the method 100 is illustrative and that other methods may be used to practice the techniques of the present disclosure.

[0018] Fig. 2 is an example of a system 200 for generating a warranty code. In this example, a server 202 may perform the functions described herein. The server 202 may include a processor 204 that is to execute stored instructions, as well as a memory resource 206 that stores instructions that are executable by the processor 204. The processor 204 can be a single core processor, a dual-core processor, a multi-core processor, a number of processors, a computing cluster, a cloud sever, or the like. The processor 204 may be coupled to the memory resource 206 by a bus 208 where the bus 208 may be a communication system that transfers data between various components of the server 202. In examples, the bus 208 may include a Peripheral Component Interconnect (PCI) bus, an Industry Standard Architecture (ISA) bus, a PCI Express (PCIe) bus, high performance links, such as the Intel® Direct Media Interface (DMI) system, and the like.

[0019] The memory resource 206 can include random access memory (RAM), e.g., static RAM (SRAM), dynamic RAM (DRAM), zero capacitor RAM, embedded DRAM (eDRAM), extended data out RAM (EDO RAM), double data rate RAM (DDR RAM), resistive RAM (RRAM), and parameter RAM (PRAM); read only memory (ROM), e.g., mask ROM, programmable ROM (PROM), erasable programmable ROM (EPROM), and electrically erasable

programmable ROM (EEPROM); flash memory; or any other suitable memory systems.

[0020] The server 202 may also include an input/output (I/O) device interface 21 0 configured to connect the server 202 to one or more I/O devices 212. For example, the I/O devices 212 may include a printer, a scanner, a keyboard, and a pointing device such as a mouse, touchpad, or touchscreen, among others. The I/O devices 212 may be built-in components of the server 202, or may be devices that are externally connected to the server 202.

[0021] The server 202 may also include a storage device 214. The storage device 214 may include non-volatile storage devices, such as a solid-state drive, a hard drive, a tape drive, an optical drive, a flash drive, an array of drives, or any combinations thereof. In some examples, the storage device 214 may include non-volatile memory, such as non-volatile RAM (NVRAM), battery backed up DRAM, and the like. In some examples, the memory resource 206 and the storage device 214 may be a single unit, e.g., with a contiguous address space accessible by the processor 204.

[0022] The storage device 214 may include a number of units to provide the server 202 with the capability to generate a warranty code. The units may be software modules, hardware encoded circuitry, or a combination thereof. For example, a location determining unit 21 6 may prompt the user to indicate whether support for the new product will be provided on-site or remotely. A type determining unit 218 may prompt the user to indicate whether support for the new product will be replacement of the new product itself or a component thereof. A time frame determining unit 220 may prompt the user to indicate whether support for the new product will occur within less than a coverage day or within a next coverage day. A warranty code generating unit 222 may generate a warranty code based on the location, type, and time frame of the support for the new product. The warranty code may be generated from a list of warranty codes.

[0023] The warranty code may be generated by comparing the location, type, and time frame of the support for the new product to the location, type, and time frame of support for each of the listed warranty codes. The generated warranty code may best match the location, type, and time frame of support for the new product.

[0024] Other units may contribute to the generation of a warranty code. For example, a duration determining unit may determine the duration of support, i.e., the warranty period, for a new product. Further, a cost determining unit may determine the cost of the support for the new product. The duration and cost of support for the new product may be compared to the duration and cost for each of the listed warranty codes. The generated warranty code may also best match the duration and cost for the support of the new product.

[0025] After a warranty code is generated, the code may be entered into a warranty entitlement system. The warranty entitlement system may be a repository for data concerning the warranty for a new product. As such, additional information may be input into the warranty entitlement system. The additional information may include a serial number for a unit of the new product purchased by a customer and a shipment date for the unit of the new product purchased by the customer.

[0026] The entitlement system may use the warranty code, serial number, and shipment date to determine if a problem with the unit of the new product purchased by the customer occurred within the warranty period specified by the warranty code. If the problem occurred during the warranty period, the warranty entitlement system specifies the terms and conditions, e.g., location, type, time frame, duration, and cost, of the support that will be provided to the customer in correcting the problem with the unit of the new product purchased by the customer.

[0027] The block diagram of Fig. 2 is not intended to indicate that the system 200 for generating a warranty code must include all the components shown. Any of units 216-220 may not be used in some implementations if no choice is involved. For example, block 21 6 may not be used if only on-site support is available. Further, any number of additional units may be included within the system 200, depending on the details of the specific implementation. For example, if on-site support is to be provided, a repair service selecting unit may be added to the system 200 to select a repair service closest to the customer. The closest repair service would provide support to the customer according to the terms and conditions of the warranty code for the new product.

[0028] Fig. 3 is a process flow diagram of an example method 300 for generating a warranty code. The method 300 may be performed by the system 200 described with respect to Fig. 2. In this example, the method 300 may begin at block 302 with the determination of the location of support for the new product. At block 304, the type of support for the new product is determined. At block 306, the time frame of the support for the new product is determined. At block 308, the warranty code for the new product is generated from a list of warranty codes based on the location, type, and time frame of the support for the new product.

[0029] The process flow diagram of Fig. 3 is not intended to indicate that the method 300 for generating a warranty code must include all the blocks shown. Any of blocks 302-306 may not be used in some implementations if no choice is involved. For example, block 304 may not be used if component replacement is the only available option. Further, any number of additional blocks may be included within the method 300, depending on the details of the specific implementation. For example, if component replacement is to be provided, a supplier selecting unit may be added to the system 300 to select a supplier of the component closest to the customer.

[0030] Fig. 4 is a block diagram of an example memory resource storing non- transitory, machine readable instructions comprising code to direct one or more processing resources to generate a warranty code. The memory resource 400 is coupled to one or more processors 402 over a bus 404. The processor 402 and the bus 404 may be as described with respect to the processor 204 and the bus 208 of Fig. 2.

[0031] The memory resource 400 includes a location determiner 406 to direct one of the one or more processors 402 to determine the location of the support for the new product. A type determiner 408 directs one of the one or more processing resources 402 to determine the type of support. The memory resource 400 also includes a time frame determiner 41 0 to direct one of the one or more processors 402 to determine the time frame of support. A warranty code generator 412 may direct one of the one or more processors 402 to generate a warranty code from a list of warranty codes based on location, type, and time frame of support for the new product. Further, a warranty code inputter 414 may direct one of the one or more processors 402 to input the warranty code into a warranty entitlement system. An additional data inputter 41 6 may be included to direct one of the one or more processors 402 to input additional data into the warranty entitlement system. A problem determiner 418 may direct one of the one or more processing resources 402 to use the warranty code and additional data to determine if a customer's problem with the new product occurred during the warranty period.

[0032] The code blocks described above do not have to be separated as shown. The code may be recombined into different blocks that perform the same functions. Further, the machine readable medium does not have to include all of the blocks shown in Fig. 4. However, additional blocks may be added. The inclusion or exclusion of specific blocks is dictated by the details of the specific implementation.

[0033] While the present techniques may be susceptible to various modifications and alternative forms, the exemplary examples discussed above have been shown only by way of example. It is to be understood that the techniques are not intended to be limited to the particular examples disclosed herein. Indeed, the present techniques include all alternatives, modifications, and equivalents falling within the scope of the present techniques. The techniques of the present disclosure may be implemented in hardware, software, or a combination thereof.

Claims

CLAIMS What is claimed is:

1 . A system for generating a warranty code, comprising:

a processor; and

a memory to store instructions to direct the processor to:

determine a location of support for a new product; determine a type of support for the new product;

determine a time frame of support for the new product; and generate a warranty code for the new product based on the location of support, the type of support, and the time frame of support, wherein the warranty code is generated from a list of warranty codes.

2. The system of claim 1 , further comprising instructions to direct the processor to:

determine a duration of support for the new product; and

determine a cost of support for the new product.

3. The system of claim 1 , further comprising instructions to direct the processor to:

determine the location of support for the new product by deciding whether support will be provided on-site or remotely; and

determine the type of support for the new product by deciding whether the new product itself or a component of the new product will be replaced.

4. The system of claim 1 , further comprising instructions to direct the processor to determine the time frame of support for the new product by deciding if support will occur within less than a coverage day or within a next coverage day.

5. The system of claim 1 , further comprising instructions to direct the processor to:

input the warranty code for the new product into a warranty entitlement system; and

input additional information into the warranty entitlement system, wherein the additional information comprises a serial number for a unit of the new product purchased by a customer and a shipment date for the unit of the new product purchased by the customer.

6. The system of claim 5, further comprising instructions to direct the processor to determine if a problem with the unit of the new product purchased by the customer occurred during the warranty period specified by the warranty code.

7. A method for generating a warranty code, comprising:

determining a location of support for a new product;

determining a type of support for the new product;

determining a time frame of support for the new product; and

generating a warranty code for the new product based on the location of support, the type of support, and the time frame of support, wherein the warranty code is generated from a list of warranty codes.

8. The method of claim 7, further comprising:

determining a duration of support for the new product; and

determining a cost of support for the new product.

9. The method of claim 7, wherein determining the location of support for the new product comprises deciding whether support will be provided on-site or remotely, and wherein determining the type of support for the new product comprises deciding whether the new product itself or a component of the new product will be replaced.

10. The method of claim 7, wherein determining the time frame of support for the new product comprises deciding if support will occur within less than a coverage day or within a next coverage day.

1 1 . The method of claim 7, further comprising:

inputting the warranty code for the new product into a warranty entitlement system; and

inputting additional information into the warranty entitlement system, wherein the additional information comprises a serial number for a unit of the new product purchased by a customer and a shipment date for the unit of the new product purchased by the customer.

12. The method of claim 1 1 , further comprising determining if a problem with the unit of the new product purchased by the customer occurred during the warranty period specified by the warranty code.

13. A non-transitory, computer readable medium comprising machine- readable instructions for generating a warranty code, the instructions, when executed, direct a processor to:

determine a location of support for a new product;

determine a type of support for the new product;

determine a time frame of support for the new product;

generate a warranty code for the new product based on the location of support, the type of support, and the time frame of support, wherein the warranty code is generated from a list of warranty codes;

input the warranty code for the new product into a warranty entitlement system;

input additional information into the warranty entitlement system, wherein the additional information comprises a serial number for a unit of the new product purchased by a customer and a shipment date for the unit of the new product purchased by the customer; and determine if a problem with the unit of the new product purchased by the customer occurred during the warranty period specified by the warranty code.

14. The non-transitory, computer readable medium comprising machine-readable instructions of claim 13, further comprising code to direct the processor to:

determine a duration of support for the new product; and

determine a cost of support for the new product.

15. The non-transitory, computer readable medium comprising machine-readable instructions of claim 13, further comprising code to direct the processor to:

determine the location of support for the new product by deciding whether support will be provided on-site or remotely;

determine the type of support for the new product by deciding whether the new product itself or a component of the new product will be replaced; and determine the time frame of support for the new product by deciding if support will occur within less than a coverage day or within a next coverage day.