Abstract
When a vehicle under warranty comes for service, the technician identifies the potential fault and the corresponding service is done. From the raw information of customer complaint, the complaint codes are identified and allocation of qualified technician involves considerable man hours and cost per hour for the technician to do the service. Around 1059 vehicles under warranty were studied starting from customer complaint to the study of warranty cost to the manufacturer. In this paper, initially, we present the results of classifying the complaint code master into several classes using K-means cluster analysis and subsequently cluster analysis for a specific component say, water pump assembly was carried out. Then, analysis of cost to the automobile manufacturer on warranty claims are also presented here.
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