Promoting a novel method for warranty claim prediction based on social network data

Shokouhyar, Sajjad; Ahmadi, Sadra; Ashrafzadeh, Mahdi

doi:10.1016/j.ress.2021.108010

Cited by 16 publications

(14 citation statements)

References 54 publications

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“…Then these workers have the chance of reporting this issue through social media which is a big step through sustainability or people can report that a factory is contaminating the environment by entering industrial waste to a river which is related to environmental sustainability. This data creates considerable levels of awareness regarding wages, conditions of employment, equity, safety and conditions living among different stakeholders (Xu et al, 2021;Lindsey et al 2013;Shokouhyar et al, 2021).…”

Section: The Relation Between Sustainable Supply Chain and Social Mediamentioning

confidence: 99%

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Pharmaceutical Supply Chain Sustainability under the Torchlight of Social Media

Seddigh

Shokoohyar

Ghanadpour

et al. 2022

OSCM: An Int. Journal

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This research aims to explore the challenges and opportunities associated with the deployment of social media to improve supply chain sustainability. This exploratory research can lead to deeper insights regarding the opportunities as well as problems experienced due to the use of social media in supply chains. The study selected a three-phase Delphi study approach with both qualitative and quantitative analyses. This study recorded feedback from 34 experts with sufficient knowledge of information technology and sustainable pharmaceutical supply chain. 48 independent constructs separately in enterprise and public media were extracted. All the constructs were ranked, ultimately leading to 10 major constructs which played a significantly crucial role in the sustainability of supply chains. While social media challenges and opportunities in supply chain sustainability are discussed in this article, further studies on social and environmental sustainability and providing operational solutions to these challenges are still needed. No paper has directly extracted the impacts of social media specifically on enterprise and public media individually. While most papers mainly focused on economic and environmental sustainability, this paper pays close attention to sustainability and social media.

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Section: The Relation Between Sustainable Supply Chain and Social Mediamentioning

confidence: 99%

“…Plus, international organizations and governmental sectors can receive information about social issues, environmental concerns and take the necessary actions (Sharifi and Shokouhyar, 2021;Nasiri and Shokouhyar, 2021). Plus, different parts of supply chain can communicate more effectively (Shokouhyar et al, 2017).…”

Section: Increased Communicationsmentioning

confidence: 99%

Pharmaceutical Supply Chain Sustainability under the Torchlight of Social Media

Seddigh

Shokoohyar

Ghanadpour

et al. 2022

OSCM: An Int. Journal

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“…Therefore, there should be a complete analysis of failures to detect the most vulnerable components, the related symptoms and the main causes of the issues. It is necessary to be conscious of the severity associated with failures and the consequence of product failure on customer satisfaction (Alkahtani et al, 2018), (Grambau and Hitzges, 2019), (Shokouhyar et al, 2021) and (Fang and Hsu, 2019).…”

Section: Introductionmentioning

confidence: 99%

“…The selection through warranty solutions (repair or replacement) depends on the relative severity of the failure and the reliability of each choice (Zheng et al. , 2021), (Shokouhyar et al. , 2021) and (Fang and Hsu, 2019).…”

Section: Introductionmentioning

confidence: 99%

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Unravelling the potential of social media data analysis to improve the warranty service operation

Sarmast

Shokouhyar²,

Ghanadpour³

et al. 2023

IMDS

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PurposeWarranty service plays a critical role in sustainability and service continuity and influences customer satisfaction. Considering the role of social networks in customer feedback channels, one of the essential sources to examine the reflection of a product/service is social media mining. This paper aims to identify the frequent product failures through social network mining. Focusing on social media data as a comprehensive and online source to detect warranty issues reveals opportunities for improvement, such as user problems and necessities. This model will detect the causes of defects and prioritize improving components in a product-service system based on FMEA results.Design/methodology/approachOntology-based methods, text mining and sentiment analysis with machine learning methods are performed on social media data to investigate product defects, symptoms and the relationship between warranty plans and customer behaviour. Also, the authors have incorporated multi-source data collection to cover all the possibilities. Then the authors promote a decision support system to help the decision-makers using the FMEA process have a more comprehensive insight through customer feedback. Finally, to validate the accuracy and reliability of the results, the authors used the operational data of a LENOVO laptop from a warranty service centre and classifier performance metrics to compare the authors’ results.FindingsThis study confirms the validity of social media data in detecting customer sentiments and discovering the most defective components and failures of the products/services. In other words, the informative threads are derived through a data preparation process and then are based on analyzing the different features of a failure (issues, symptoms, causes, components, solutions). Using social media data helps gain more accurate online information due to the limitation of warranty periods. In other words, using social media data broadens the scope of data gathering and lets in all feedback from different sources to recognize improvement opportunities.Originality/valueThis work contributes a DSS model using multi-channel social media mining through supervised machine learning for warranty-service improvement based on defect-related discovery to unravel the potential aspects of social networks analysis to predict the most vulnerable components of a product and the main causes of failures that lead to the inputs for the FMEA process and then, a cost optimization. The authors have used social media channels like Twitter, Facebook, Reddit, LENOVO Forums, GitHub, Quora and XDA-Developers to gather data about the LENOVO laptop failures as a case study.

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Data‐driven framework for warranty claims forecasting with an application for automotive components

Babakmehr,

Baumanns,

Chehade

et al. 2023

Engineering Reports

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Automakers spend billions of dollars annually towards warranty costs, and warranty reduction is typically high on their priorities. An accurate understanding of warranty performance plays a critical role in controlling and steering the business, and it is of crucial importance to fully understand the actual situation as well as be able to predict future performance, for example, to set up adequate financial reserves or to prioritize improvement actions based on expected forthcoming claims. Data maturation, a major nuisance causing changes in performance metrics with observation time, is one of the factors complicating warranty data analysis and typically leads to over‐optimistic conclusions. In this paper, we propose a sequence of steps, decomposing and addressing the main reasons causing data maturation. We first compensate for reporting delay effects using a Cox regression model. For the compensation of heterogeneous build quality, sales delay, and warranty expiration rushes, a constrained quadratic optimization approach is presented, and finally, a sales pattern forecast is provided to properly weigh adjusted individual warranty key performance indicators. The results are shown to dramatically improve prior modeling approaches.

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Promoting a novel method for warranty claim prediction based on social network data

Cited by 16 publications

References 54 publications

Pharmaceutical Supply Chain Sustainability under the Torchlight of Social Media

Pharmaceutical Supply Chain Sustainability under the Torchlight of Social Media

Unravelling the potential of social media data analysis to improve the warranty service operation

Data‐driven framework for warranty claims forecasting with an application for automotive components

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