Estimate of Warranty Costs Based on Research of the Customer´s Behavior

This paper deals with an estimate of costs when two-dimensional warranty is granted. The paper includes a procedure of estimation of costs of the warranty based on a research of behavior of the customers. This procedure is applicable for an initial estimate of warranty costs or analysis regarding the extent of warranty to be provided. The practical use of the proposed method is demonstrated by an example of the estimates of warranty costs of a lower medium class personal car manufactured in Czech Republic. For this paper, several hundred users of the said car type were interviewed to identify the average mileage by a typical car user during one year of operations. The result of survey were assessed statistically and used to analyze the an influence of changes of basic parameters of the warranty, namely guaranteed calendar time of use and guaranteed time of operation, on the warranty costs.