Analysis of Management Warranty Processes: A Case Study in the PT. XYZ Dealer Network

Abstract—The purpose of this study is to analyze the process of and find solutions to the gaps in transit account warranty transactions in the PT. XYZ dealer network and provide proposed improvements to warranty transaction procedures. This research used qualitative methods with a case study approach and acquired data from spare parts procurement, warranty claim records, and the claim and delivery warranty process as well as the responses to warranty claims. The result showed that the weakness of the warranty process in the PT. XYZ dealer network centers on the internal control management in each of those dealers. The research suggests improving the standard operating procedures in each step of the warranty process, in particular those categories from which we procured data.