Warranty process improvement

In response to the valuable feedback that you, our partners, provided during the recent conference in Portugal and via other channels previously, we hosted a cross-functional 3 day event focusing on enhancing our warranty claim handling process. The event resulted in actionable changes to streamline operations, improve transparency, and simplify procedures to accelerate the overall lead time.

Key Deliverables from the Kaizen:

1. Checklist and Standard Work: We have created a unified and easy-to-follow set of guidelines to enable partners and Hiab workshops to enable “First time right” claim submission.

• A comprehensive checklist detailing required claim submission information.
• A consolidated “Overview of Warranty Coverage” for each Hiab brand.
• A step-by-step guide to correctly submitting claims in C-Care.

2. Simplified Process for Low-value Cases: Claims under a certain threshold will go through a fast-track process, minimizing rework and rejection. We have piloted the new process in Q4 and are ready to roll it out more broadly in 2025.

3. Additional simplification countermeasures have been agreed upon to further streamline the overall claim handling process. The plan is to first pilot these ideas with partners in a few regions, assess their effectiveness and impact, and confirm the rollout plan in 2025.

Benefits and Impact:

The revamped processes prioritize efficiency and trust, aiming to ensure a smoother and more collaborative warranty claim submission and handling experience. 

At Hiab, we embrace continuous improvement.The standardized and robust processes will enable us to eliminate inefficiencies, build trust, and enhance both the quality and ease of doing business with us.

Thank you for your feedback in driving these critical improvements!