“We wanted to implement a comprehensive system that would enable us to analyze product return data, track trends and get to the root cause of issues with extensive drill down capabilities. SigmaQuest provided the features we were looking for. We will be able to correlate RMA data with manufacturing test data which provides us with a closed loop view of our quality systems.” — Director of Quality Process Management, Calix

Reduce Warranty Costs and Increase Customer Satisfaction

SigmaSure RMA and Warranty (Reverse Logistic) Insight provides you with analytics for warranty return and repair center data. Warranty costs slowly drain your profits if left unchecked. SigmaSure RMA and Warranty Insight empowers you to transform RMA data into actionable insight that can be used to cut your warranty costs, with the added benefit of dramatically increasing customer satisfaction.

SigmaSure RMA & Warranty Insight enables OEMs to: Identify Component Supplier Issues. Identify Issues by Customer Returns. Reduce Warranty Costs and Increase Customer Satisfaction by clearly identifying the root causes of product returns – whether manufacturing process, product design, component selection or field diagnosis – and quickly correcting issues. Strengthen New Product Quality by incorporating product return insights into your next-generation product designs and manufacturing processes.

SigmaSure RMA & Warranty Insight enables Retailers to: Increase Margin by setting rates for extended warranty or accidental damage insurance based on failure and return trends of specific products. Reduce Second Time Warranty Claims for refurbished products that are often used for replacement products. Reduce Consumer Fraud by analyzing the customer, sales ticket, contract number, date of sale, cost and store location. Identify Counterfeit – Grey Products through serial number traceability.

SigmaSure Features

SigmaSure RMA & Warranty Insight offers the following essential features:

RMA analytics dashboard

Easy-to-Use Analytic Dashboard and Reports
including top product returns, product return rate, top customer returns, top reason for return, failed component, return rate by date code, etc.

Business Intelligence Platform
for analyzing the combination of customer shipment data from ERP, customer complaints from CRM and failure analysis and repair to devise actionable corrective action plans.

SigmaSure Discovery Wizard
leverages key performance indicators and industry best practices to automate the creation of your personalized process monitoring dashboard.

Integration with SigmaSure Supplier Quality and Manufacutring and Test Insight Solutions
captures a full 360 degree lifecycle history from build, test, return and repair for any serialized or lot-based product.

SigmaSure Benefits

• Identify emerging issues and trends in products.
• Early warning system.
• Track warranty performance.
• Lower warranty costs by improving productivity and recovery of repair or replacement costs from suppliers.
• Improve customer satisfaction thru higher quality.
• Reduces the number of recalls, by narrowing the recall to only affected product.

Typical Work Flow

SigmaSure RMA and Warranty insight combines data from your CRM, ERP, MES and reverse linguistics systems to bring insight to your warranty cost root cause.

SigmaSure RMA and Warranty Insight is a RMA analytics solution designed to help you uncover product return root causes.

First, SigmaSure collects and links a cross-section of data including the product’s serial number; return reason from your customer support’s CRM; in/out of warranty information from your ERP system; the failure code/problem type from your logistics center’s reverse logistics tool; and the defect code/repair code.

Then SigmaSure’s powerful analytics engine and wizards enable you to drill down and pinpoint the root causes behind excessive product returns.

Optional Modules

Genealogy Module

The SigmaSure Genealogy Module captures the hierarchy of parts on serial numbered or lot-based products and subassemblies. Historical assembly (date codes, batch numbers) and test parametric data are captured by instance serial number. With the Genealogy Module, you can drill down and drill up on the part assembly hierarchy as well as history to pinpoint the root cause of low yield or high return products, such as specific part, supplier, operator, station and test measurement.

For example, test measurements showing too many failures may be correlated with the date of a change to a new supplier or engineering change order (ECO) of a specific part.

SigmaSure Flexibility

SigmaQuest’s SigmaSure product family enables 360 degree product lifecycle data gathering and reporting that is easily deployed across multiple sites around the world. The solution can be accessed via a Web browser anywhere, anytime. In addition, SigmaQuest’s proprietary data model adapts to new parameters, eliminating the need for you to update the data repository.

Software as a Service

SigmaSure is delivered on-demand for a flexible, low-risk implementation that requires minimal upfront IT investment. You receive a centralized repository of supplier quality data, with real-time access from anywhere using a standard Web browser.

SigmaQuest hosts the SigmaSure software at a SAS 70 (Statement on Auditing Standards No. 70) type II audit certified data center to ensure that your data is secure.