Abstract: A defect analysis and resolution (DAR) system analyzes product performance data stored by a firm. The DAR system may store data representing product performance as a plurality of data objects, each object having fields representing various product performance parameters. The system also may store a database representing expected product performance data across the same parameters. If the system monitors a statistically significant deviation between actual performance data and expected performance data, it may trigger a defect analysis process. The defect analysis process may exchange product performance data with systems of possibly other market participants involving the same product. An analysis may be performed on a larger set of data to determine likely causes of product defects and possible resolution. Resolution solutions may be stored in a database for further consideration by members of the firm.

Abstract: An automated service authorization system for use in a manufacturer or warrantor's computer system to validate and authorize requests for service. The system may respond to service requests by comparing repair request types to parameter data representing terms of either a warranty or a service agreement. If the repair request type matches the parameter data, the system may authorize and manage claims for service. The system may respond to entitlement lookup requests from service firms in a similar manner. Further, the system may provide service firms data regarding installed product bases for select customers, technical data regarding products to be repaired and parts availability data. Further, the system may include an analytic system to review claims data and determine financial viability of select service agreements or warranty policies.

Abstract: A warrantor computer system provides automated support functions that permit new and existing customers to enter into warranty agreements, alter existing warranty agreements or change customer profiles to identify new products subject to warranties. The warranty management system further provides a defect analysis and resolution service that compiles warranty claims for statistical analysis to identify product defects. Additionally, the warranty management system provides a service partner enabling service that manages services of partners performed pursuant to a warranty.