Manufacturers, software and service providers, actuaries, lawyers, warranty providers and researchers from all over the globe gathered in Orlando, Florida for what proved to be the largest warranty conference to date.
Five tracks ran concurrently for the better part of the two days, covering general topics such as warranty process improvements, best practices and cost reduction, as well as industry specific topics, from warranty management in automotive, to extended service and buy-back programs in retail.
On Thursday morning, I had the opportunity to introduce three panelists from Volvo, CNH, and MCFA, who each told the tale of their companies' adoption the Warranty Capability Maturity Model (WCMM), and the benefits they have attained. The first hand experience of these companies generated much interest among the conference participants - product companies, software vendors and service providers alike - that want to leverage the model to improve their business outcome.
Also in this morning session, IDC Manufacturing Insights announced the launch of the second phase of the Warranty Industry Study. This time, the study is being conducted to determine if there have been any significant changes in warranty organizations or in the adoption of practices and technologies since the study eighteen months ago. All manufacturing organizations and brand owners are encouraged to participate confidentially.
All and all, it was another great warranty conference. The number one complaint I heard was that there was too much good content, and attendees were frustrated that they couldn't be at two simultaneous sessions at one time.
For more information on the WCMM, please read the report (available to IDC subscribers), contact me or, for a limited time, check out the free webcast replay. As always, I want to hear about your warranty journey, what's working and what's not, and I encourage community discussion.