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Title: Defective-On-Arrival Products: Product Supports Role
Author: Jim Detrick
Source: 1978 Measurement Science Conference
Year Published: 1978
Abstract: THERE IS A COMMUNICATIONS GAP BETWEEN THE CUSTOMERS EXPECTATIONS OF A NEW MEASUREMENT INSTRUMENTS PERFORMANCE AND THE MANUFACTURERS PERCEPTION OF CUSTOMER SATISFACTION WITH IT, THE MANUFACTURERS PERCEPTION IS OFTEN THE REPORTED WARRANTY REPAIRS ON DEFECTIVE-ON-ARRIVALM PRODUCTS, D,O,A,s. FOR US, D,O,A,s ARE CLASSIFIED AS ANY WARRANTY REPAIRS ON A PRODUCT THAT HAS FAILED WITHIN 45 DAYS AFTER SHIPMENT (I,E,, EARLY FAILURES), THIS WARRANTY REPAIR DATA ON OUR PRODUCTS INDICATES THAT 2-52 ARE EARLY FAILURES, WE CLASSIFY A FAILURE AS ANY TYPE OF DEFECT RESULTING IN A WARRANTY REPORT,

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