GWSCA President, Paul Wojcicki: Moving GWSCA Forward

GWSCA LogoIn a much less contentious election than many of us have been focused on recently, I have been selected to serve as President of the Global Warranty and Service Contract Association. Many readers of Driving Value are already familiar with this organization, but for those who may not be, GWSCA is a non-profit organization focused on the warranty and service contract community.  To unite these professionals, GWSCA provides programs, resources and services geared toward developing and enhancing the knowledge, capabilities and performance of those so closely tied to this industry, be it as individuals or as an organization. In this way, GWSCA fosters and promotes industry- wide innovation and advancement towards excellence.

GWSCA has grown in many ways since I became a member more than a decade ago. From providing corporate training to organizations looking to enhance capabilities in the warranty and service contract industries to guiding them through the Warranty Maturity Model, GWSCA has been at the forefront of innovative ways to help companies evaluate the effectiveness and efficiency of their warranty and service contract products and programs. GWSCA’s annual conference is the culmination of its efforts, allowing service professionals to network with others in their field and related field and aims to bring professionals together to discuss best practices and innovations. Moving forward, I invite each of you to reach out and let me know how GWSCA can better serve the industry, in general, and more specifically, its members, in our united quest to advance all aspects of the warranty and service contract industry. I’m proud of GWSCA’s contribution to the progress made in this industry in the last few years and am excited to forge ahead with our goals to further unite the professionals who work together in this area. To that end, I ask you: if you were to create an organization for professionals in the warranty and service contract industries, what would it look like? What services would it offer to its members? What topics would you like to see covered in its publications and at its conferences? How would you like to network with other members or learn about what others are doing to innovate within the industry?

GWSCA’s goal is to help those in the warranty and service sectors to innovate, educate and advance. If we can help you do that in any way, please reach out to me at pwojcicki@smsm.com. Or leave a comment here on this post. Hope to talk to you soon.

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Moving too fast?

fob

Are things moving a bit too fast with connected cars? Continue reading

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The Redefinition of Warranty

warrdrivessalesOriginally defined as a moral obligation, warranty has evolved into a powerful tool for enhancing the customer experience, which in turn drives sales.   Continue reading

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Legionnaires’ Disease Poses Liability Risk to Product Manufacturers

ldmicro

A recent outbreak in the South Bronx claimed 12 lives, left another 120 victims infected and put Legionnaires’ Disease back in the headlines. Besides being potentially fatal, LD poses a serious product liability and warranty liability risk to the manufacturer of any product that holds or stores water. This group includes manufactures of HVAC equipment, water heaters, water tanks, plumbing fixtures and supplies and companies that include these items in their products, such as mobile home, motorhome and travel trailer makers. But once appreciated the liability risk can be effectively managed. Here are a few things you should know about the disease and some suggestions for managing the liability risk it poses. Continue reading

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Warranty and Service Contract Industry Experts to Meet in Chicago

GWSCA LogoThe 2nd Annual Global Warranty and Service Contract Association Conference is coming to the Chicago Palmer House Hilton Hotel, September 16-18, 2015.

This year’s theme is “Knowledge:  The Profitable Advantage.”

Industry experts and thought leaders from the warranty and service contract business sectors will be there to share insight, analysis and recommendations for improving all aspects of warranty and service contract operations. Continue reading

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2015 GWSCA Conference Call for Presenters

2015 CFP GWSCA

The second annual Global Warranty and Service Contract Association Conference is set for September 16-18 at the historic Palmer House in Chicago. The GWSCA is now accepting presentation proposals.

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The Reptile’s In Our Midst – Defending against the “Triune Brain” trial strategy

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As you’ve surely heard by now, the plaintiffs’ bar has come up with a can’t-miss-science-based trial strategy. Its creators boast that it has produced over $6.25 billion in jury verdicts and settlements in personal injury suits since 2009, including nearly $19.2 million in the past week alone. And they’ve given their strategy a name; it’s called: The “Reptile Theory.” While there are many who dispute its claimed scientific basis (hereherehere), defendants who’ve squared-off with the Reptile don’t doubt its effectiveness. Continue reading

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Some thoughts on how to use warranty to drive sales

warranty on wheels

In a recent webinar, Warranty in Practice – Can a company use warranty to help drive sales?, I talked about the cultural roots of “warranty,” its underlying polices, the laws affecting it, and how in modern times it has evolved from a cost-center to a sales tool. The presentation also touched on ways to use warranty to help increase sales. Here are a few more thoughts on the topic.   Continue reading

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Even a critic sees value in vehicle service contracts

stranded motorists

A recent kiplinger.com post generally critical of vehicle service contracts (VSC) makes a pretty good case for buying one. Continue reading

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Customer Experience Hypo: What should the rental-car company do for Stan?

carrental

At this very moment a good friend of mine is in a dust-up with a rental car company. After hearing (my friend’s version of) “the facts,” and harkening back fondly to my law school days, I thought his tale just might make an interesting hypothetical to launch a discussion on “customer experience,” and I’m hoping the reader(s) of this blog will chime in. Continue reading

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